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Elk River Municipal Utilities <br />Customer Satisfaction Survey — Fall 2024 <br />Background <br />Elk River Municipal Utilities (ERMU) is seeking to obtain feedback from their residential customers to <br />measure overall levels of satisfaction with services and programs provided, as well as capture needs and <br />perceptions regarding communication satisfaction and community involvement. As part of this study, <br />Elk River Municipal Utilities will focus on these key areas: <br />1. Net Promoter Score (likely to recommend) <br />2. ERMU as a utility provider overall <br />3. Reliability of the utility services received from ERMU <br />4. Ease of doing business with ERMU <br />5. ERMU's efforts to be environmentally friendly <br />6. ERMU's efficiency rebate programs <br />7. ERMU's ability to handle customer requests <br />8. ERMU's efforts to be involved in the community <br />9. Overall satisfaction with ERMU staff <br />10. Overall value for the money with ERMU <br />11. Preferred contact methods with ERMU <br />12. Customer demographics <br />Survey Methodology <br />The survey was sent to a total of 1,514 ERMU customers. Of them, 816 ERMU customers received a mail <br />survey. This list of randomly selected customers was provided by ERMU. The mailed survey provided a <br />postage -paid, return envelope addressed to Q Market Research. The survey also contained a web link <br />and QR code to allow the respondent to complete the survey on a computer or mobile device. An email <br />invite was also sent to 698 ERMU customers to complete the same survey from their computer or <br />mobile device. <br />No incentives were offered for participation. <br />Pi <br />128 <br />