5.10a EMRUSR 11-12-2024 - Laserfiche WebLink

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Executive Summary: Fall 2024 Key Finding 1: Overall satisfaction with ERMU is generally high. ERMU gets a 6.3 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 5.8 for the efficiency rebate programs. Scores have remained largely consistent over three years. It's worth noting that a significant number of residents (nearly 60) made positive comments about customer service and overall satisfaction. Key Finding 2: The Net Promoter Score in Q3 2024 has jumped back into the "excellent" range. ERMU's Q3 2024 NIPS increased to 54.7 (scores above 50 are in the "excellent" range). This is up from 39.6 (scores 0-49.9 are in the "good" range) in Q1 2024. NIPS is a broadly recognized measure of overall customer satisfaction. Based on customer comments in this report (see p. 8), most residents report "zero issues," and like what they call friendly and dependable service. A small number were concerned about rates and prices. Some customers (10) 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, and the score is trending upward. Respondents rated ERMU 7.8 out of 10 for efforts to be involved in the community in Q3 2024, compared with 7.5 in Q1 2024, 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 8.4 out of 10, which is high, and very consistent over the past 2+ years (range is 8.2- 8.5). Customer service staff are characterized as knowledgeable and helpful by 22 written comments, with only 3 respondents registering complaints. The customer newsletter, followed by the ERMU website and local newspaper, are highly relied on by customers for information about ERMU. There was a moderate interest in adding a text chat. Key Finding 5: Satisfaction with ERMU staff remains consistently high. Over the past 6 surveys (over 3 years), satisfaction with staff remains high, with Q3 2024 registering 8.6 out of 10, consistent with past trends. 21 residents lauded their experience with staff in open-ended comments. Key Finding 6: Value for the money has improved significantly since Q1 2024 Overall, customers rated ERMU's value for the money at 7.6 in Q3 2024, compared to 6.9 in Q1 2024. Not only did residents rate value higher, but in comments half talked about rates as fair, reasonable and competitive. This is a change from past surveys, which were critical of fees, except for Q1, 2022. 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 130