5.2a ERMUSR 06-04-2024 - Laserfiche WebLink

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Executive Summary Key Finding 1: Overall satisfaction with ERMU is generally high. ERMU gets a 6.2 for overall satisfaction out of 7 by customers, largely based on high scores for reliability and ease of doing business. The lowest score among the satisfaction ratings is 5.2 for the efficiency rebate programs. Scores have remained largely consistent over three years. It's worth noting that a significant number of residents (nearly 30) made comments about rates and fees being expensive. Specific issues are detailed. Key Finding 2: The Net Promoter Score in Spring 2024 for ERMU is 39.6, which is in the high "good" range, but down from Q3 2023. ERMU's Spring 2024 NIPS dropped to 39.6 from 44.2 in Q3 2023. It is solidly in the "good" range (which is a score of 0-50). NIPS is a broadly recognized measure of overall customer satisfaction. Based on customer comments in this report (see p. 9), the Spring 2024 score was strong because customers appreciate ERMU's reliability and good customer service, and customers have a general sense that rates are fair (though some see rates as expensive). Many customers (28) noted that ERMU was the only choice, partly as a matter of fact, but some said that competition would bring down rates. Details in the report. Key Finding 3: ERMU gets medium -strong grades for involvement in the community, but the score is trending slightly downward. Respondents rated ERMU 7.5 in Spring 2024 for efforts to be involved in the community, out of a 1-10 rating choice. The rating was 7.3 in Q3 2023, so the measure is up slightly. Key Finding 4: The communications experience with ERMU is highly positive and has been consistent overtime. Overall, customers rated communications with ERMU through customer service staff at 8.3 out of 10, which is high, and very consistent over the past 2+ years. While customer service staff are characterized as prompt and helpful by 59 written comments, 11 respondents mentioned that some staff were not friendly (see details). In another overall measure of all staff (not just customer service staff), respondents rated their satisfaction as 8.3, similar to how they rated customer service staff. The customer newsletter, followed by the ERMU website, is highly relied on by customers for information about ERMU. There was a moderate interest in adding a text chat. Key Finding 5: Value for the money was lower than other scores, and has been dropping slightly over time Overall, customers rated ERMU's value for the money at 6.9 in Spring 2024. This is lower than other value ratings and represents a steady drop in the value rating from 7.7 in Q1 2022. Inflation may be a factor. The Value rating is still high on a 1 to 10 rating scale in absolute terms. Demographics are included at the end of the report. All verbatims are included at the end of the report, organized by question. A list of customers who want to be contacted by ERMU is provided separately. rd 'r