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Communication Experience with ERMU Past 12 Months <br />The communications experience is rated very high and remains consistent <br />54.6% of respondents had not communicated with ERMU in Q3 2024 and 45.4% had communicated. If <br />customers had interacted, they were asked to rate their satisfaction with the interaction on a scale of 1 <br />to 10, where 10 is satisfied and 1 is dissatisfied. Their responses are shown in the chart below. In Q3 <br />2024, the average interaction score was 8.4 out of 10, up slightly from the Q1 2024 rating of 8.3. <br />Rating of Satisfaction with ERMU Communications <br />1= Dissatisfied and 10 = Satisfied <br />Average Score <br />8.55 8.5 <br />8.5 <br />8.45 8.4 8.4 <br />8.4 <br />8.35 8.3 8.3 <br />8.3 <br />8.25 8.2 <br />8.2 <br />8.15 <br />8.1 <br />8.05 <br />Q1, 2022 Q3, 2022 Q1, 2023 Q3, 2023 Q1, 2024 Q3, 2024 <br />Verbatims on Interaction with ERMU <br />Respondents were asked to describe their interaction with ERMU. Responses were overwhelmingly <br />positive. <br />NumberPositive <br />TypicalResponse <br />of <br />Responses <br />22 <br />Staff were helpful <br />Positive <br />--Helpful <br />and positive <br />--Fast <br />--Knowledgeable <br />--Friendly <br />--Good tree trimming <br />--Fast outage response <br />3 <br />Staff or payment <br />Negative <br />--I had to pay for the water valve <br />issues <br />($350) <br />--Grouchy customer service person <br />--They didn't get back to me <br />10 <br />136 <br />