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UTILITIES COMMISSION MEETING <br />TO:FROM: <br />ERMU Commission Tony Mauren – Executive Administrative Manager <br />MEETING DATE: AGENDA ITEM NUMBER: <br />May 10,2022 5.4 <br />SUBJECT: <br />Customer Satisfaction Survey <br />ACTION REQUESTED: <br />Receive the Customer Satisfaction SurveyReport –Q1 – 2022 <br />BACKGROUND: <br />In December of 2019 the Commission voted to replace the customer satisfaction survey <br />component of the Utilities Performance Metric and Incentive Compensation (UPMIC) scorecard <br />due to low response rates. As ERMU places a high valueon customer feedback, staff researched <br />and pursued alternative approaches to track satisfaction with consideration for returning this <br />metric to the UPMIC scorecard. <br /> <br />In December of 2021, ERMU entered a contract with Q Market Research to survey ERMU’s <br />residential customers, seeking to measure overall satisfaction with services and programs. The <br />survey also focused on several key areas including reliability, value, ease of doing business, <br />quality, customer concerns, and communications. Q Market Research was contracted to <br />distribute two rounds of 1,000 surveys in 2022, each consisting of 500 emails and 500 letters. <br /> <br />DISCUSSION: <br /> <br />On March 4,the survey was sent to 1000 customers, and a total of 87 responses were received. <br />For comparison, ERMU received 136 responses from all customers in 2019. Key findings in this <br />round were that satisfactionis generally high andthat ERMU gets a “Good” scorein the net <br />promoter category, which shows how likely a customer istorecommend our services. There <br />were also high marks forcommunity involvement, communication experiences, and value. <br />Q Market Research will be distributing the second round of surveysto 1,000 different <br />customersin September 2022. It will be a multiyear project to reach all residential customers. <br />FINANCIAL IMPACT: <br />$3,000 for each distribution and analysis of surveys, a budgeted item. <br /> <br />ATTACHMENTS: <br />Customer Satisfaction SurveyReport – Q1 – 2022 <br />______________________________________________________________________________ <br />Page 1 of 1 <br />93 <br />