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MURRAY CITY POWER CUSTOMER SATISFACTION BASELINE SURVEY 2013 SDS – Murray City Power, 2013. Page 1 Murray City Power CUSTOMER SURVEY 2013 Prepared By ---PAGE BREAK--- MURRAY CITY POWER CUSTOMER SATISFACTION BASELINE SURVEY 2013 SDS – Murray City Power, 2013. Page 2 TABLE OF CONTENTS PAGE Overview 4 Conclusions & Highlights 6 Top Line Results 8 Alerts Word Cloud 16 Benchmarks 17 QUESTION BY QUESTION 19 Q1. Overall, how do you rate the electric service provided by Murray City Power? Please use a scale of 1 to 5, where 1 is poor and 5 is excellent. 20 Q2. [If 5] Why did you rate Q2. [If 4] Why did you rate Q2. [If 1-3] Why did you rate 1-3? 21 Q3. In the last six months, have you experienced any issue or concern with your electric service? 23 Q4. [If Yes] What kind of issue or concern did you have? [No Prompt] 24 Q5. [If Yes] Were you satisfied with the way Murray City Power handled your concern? 26 Q6. If No, please explain: 26 Q7. How do you rate the responsiveness of Murray City Power in restoring service when there is a power outage? Use a scale from 1 to 5, where 1 is not responsive and 5 is very responsive. 27 Q8. Which of the following two options best describes Murray City Power? Are they... 28 Q9. How important is it to you that your electricity is provided by a local utility rather than a large non-local company? 29 Q10. Thinking about what you currently pay, how do you rate the overall value of the electric service provided by Murray City Power using a rating scale of 1 to 5? 30 Q11. Considering other power utilities in the area such as Rocky Mountain Power, would you consider Murray City Power's rates to be: 31 Q12. Please rate the utility bill you receive from Murray City in terms of being easy to understand and having useful information. Use a rating scale of 1 to 5. 32 Q13. In the past 12 months, have you had contact with...? A Murray City Power technician: 33 Q14. In the past 12 months, have you had contact with...? A utility billing employee: 34 Q15. In the past 12 months, have you had contact with...? A utility employee to discuss energy efficiency: 35 How do you rate the employee(s) you had contact with in the following areas using a 1 to 5 rating scale? Q16. Courtesy: 36 Q17. Helpfulness: 37 Q18. Thoroughness: 38 Q19. Problem Solving: 39 Q20. Thinking of all the ways Murray City Power communicates with you, overall, how do you rate the utility on informing and communicating with customers? Please rate the utility using a scale from 1 to 5. 40 Q21. You currently receive periodic bill stuffers that are meant to inform you of safety, energy conservation and other electric power related topics. How often do you read the bill stuffer? 41 ---PAGE BREAK--- MURRAY CITY POWER CUSTOMER SATISFACTION BASELINE SURVEY 2013 SDS – Murray City Power, 2013. Page 3 TABLE OF CONTENTS (Continued) PAGE Q22. (If Always or Occasionally) Please rate the bill stuffer on being a useful way to share information with customers. Use a scale of 1 to 5. 42 Q23. How do you rate Murray City Power on being sensitive to environmental concerns? 43 Q24. Did you know that Murray City Power provides renewable electricity from methane gas created from decaying trash at two Salt Lake valley landfills? 44 Q25. On a scale of 1 to 5, how important do you think it is that Murray City Power includes this renewable energy source for generating electricity? 45 Q26. Have you made energy efficiency improvements to your home/business in the last two years? 46 Q27. [If Yes] What improvements did you make? [No Prompt] 47 Q28. [If No] What is your main reason for not doing so? [No Prompt] 49 Q29. Murray City Power sponsors energy conservation and safety programs in local schools. How important is this to you as a utility customer? Use a 1 to 5 scale. 51 Q30. Murray City Power is celebrating its 100 year anniversary in 2013. Were you aware of this? 52 Q31. [If Yes] How were you made aware of the anniversary? [No Prompt] 53 Q32. Murray City Power has a website that allows customers to sign up and monitor their own energy usage at no additional cost. Are you aware of this online power consumption monitoring system? 55 Q33. Would you like Murray City Power to contact you with information on signing up for this free service? [Alerts] 56 Q34. What additional products or services should Murray City Power provide? 58 Q35. Which of the following categories includes your age? 59 Q36. As I read the following income categories, please tell me which one includes your annual household income. 60 APPENDIX A (Verbatim Responses) 61 APPENDIX B (Cross tabs by Own/Rent, Age, and Income) 90 APPENDIX C (Questionnaire) 122 ---PAGE BREAK--- MURRAY CITY POWER CUSTOMER SATISFACTION BASELINE SURVEY 2013 SDS – Murray City Power, 2013. Page 4 OVERVIEW This report summarizes and highlights the findings of the 2013 Murray City Power survey among its customers regarding their electric service. SDS conducted a total of 500 surveys with both Business and Residential customers. Interviews were conducted during August of 2013, ending on August 28th. The average interview took approximately nine minutes to conduct. The survey addresses the level of general satisfaction among customers regarding their electric service, evaluates customer experiences with their service, gauges awareness of programs and services offered by Murray Power, obtains input on c ommunication quality and strategies, and offers suggestions for improvement and other open-ended feedback. Where applicable, results are compared with SDS Industry Benchmark averages. The survey questionnaire was created based on c onsultation with Murray Power management and is designed to meet the current needs and interests of the utility. The first section of this report contains a t op-line summary of key findings including general conclusions and survey highlights. F ollowing the top-line summary are the results presented in a question-by-question format with cross tabulation tables by business/residential with a total in the last row and a bar chart that shows the total results. Following these results are the Appendices, including verbatim comments, any cross- tabulations, and the survey questionnaire. ---PAGE BREAK--- MURRAY CITY POWER CUSTOMER SATISFACTION BASELINE SURVEY 2013 SDS – Murray City Power, 2013. Page 5 Net Positive Index (NPI) The NPI is the difference between combined top box and combined bottom box responses. This index gives an indication of the most satisfied versus the least satisfied customers. In SDS’ experience, customers who select a 5 response (top box) for general satisfaction questions have had some experience or interaction that has motivated a more defined, positive perception. These customers are much more likely to demonstrate short and long-term loyalty to their service provider, due to the level of their satisfaction. Respondents who select the 4 response may not be dissatisfied, but neither are they likely to demonstrate loyalty, while respondents who select a response between 1-3 (bottom box) frequently have had s ome event or experience that has driven their perception to a lower level. *In addition, we have updated our NPI to and added 100 to all NPI’s. This eliminates negative NPI’s and facilitates comparisons where scales may differ. In short, an NPI above 100 means that more respondents selected a top box response than selected a bottom box response, while an NPI below 100 means the opposite – there were more bottom box responses than top box responses. By focusing on t he net difference between the most satisfied and least satisfied customers, the NPI shows in one number the entire range of responses to each question. The equation is: [5 – +100 = NPI. For a 10-pt, the equation is: [(10 + 9) – + 100 = NPI. A 4-pt question has the equation: [4 – + 100 = NPI. ---PAGE BREAK--- MURRAY CITY POWER CUSTOMER SATISFACTION BASELINE SURVEY 2013 SDS – Murray City Power, 2013. Page 6 Conclusions & Highlights The following are general conclusions and survey highlights developed by SDS Research for the 2013 Murray City Power Survey. These conclusions are subjective. They are intended to provide analysis and interpretation of the survey results, including areas that appear to be respondent “hot buttons.” Murray City Power will no doubt find additional insight and priorities in reviewing the results of the survey. 1. The quantitative results of the 2013 Murray City Power Survey continue to reflect a very high level of satisfaction with the utility. 2. NPI scores are consistently higher than the SDS Industry Benchmark, including overall satisfaction, employee performance, communication, and value. 3. The rating for value of services provided is impressive at 26 points higher than the SDS Industry Benchmark. While some verbatim comments suggest concern with power rates, the overall perception of value received is quite high compared to other municipal power utilities. 4. Residential customers give higher ratings than business customers by an average of 13 points for the general overall questions. While consistently below the residential ratings, business customers are above the Benchmarks in all but the Communication category. The communication NPI for business customers is 135, six points below the Benchmark and 16 points below the residential score. Communication strategy with business customers should be examined to make sure every effort is made to maintain the quality interaction and level of communication that business customers’ desire. 5. The largest difference between residential and business customers is in the perception of value, with residential customers giving value an NPI of 145 and business customers a 123. Perception of employees is high for both groups; residential customers give an average NPI score for the four customer service behaviors of 172 and business customers an average of 167. More than three-fourths of all respondents choose the top box rating to describe employee interaction. 6. Bill stuffers remain a useful form of communication for Murray City Power customers. A lmost three of four respondents read bill stuffers always or occasionally. over two of eight never read them. 7. The highest NPI score of the entire survey (174) relates to the importance that respondents place on using methane gas from valley landfills for generation. Both residential and business customers consider the use of this renewable resource to be very important. ---PAGE BREAK--- MURRAY CITY POWER CUSTOMER SATISFACTION BASELINE SURVEY 2013 SDS – Murray City Power, 2013. Page 7 Conclusions & Highlights (Continued) 8. A notable difference occurs between residential and business customers regarding the importance of providing safety programs in schools. There is a difference of 18 points between the NPI scores given by the two groups. 9. Close to half of respondents have made energy efficiency improvements in the last year, including windows and doors, insulation, smart appliances, and improved heating and cooling. A mong the reasons given for not making improvements in energy efficiency are cost and a p erception that their building/home is already energy efficient. 10. Respondents overwhelmingly feel the importance of having electricity provided by a local utility. However almost 1-in-5 business customers think it is not important. O ver half of all respondents perceive Murray City Power rates to be lower than other power utilities 11. Less than one-third of customers are aware that Murray City Power is celebrating its 100-year anniversary this year. Additionally, just one-fourth of respondents are aware of no-charge power consumption monitoring. There were Alerts received from 88 residential and 19 business customers asking for more information about this service. These Alerts have been forwarded to Murray City Power as received. SDS encourages a quick response to these customer requests. 12. There are a number of opinions, suggestions and ideas found in the verbatim comments. We have done content analysis of this open-ended feedback that is found in the question-by-question section of this report. The comments are found in their entirety in Appendix A. SDS recommends a careful review of this open-ended feedback to give specific perspective about customer hot buttons. 13. Because customer satisfaction and opinion is largely based on a combination of contacts or events that have occurred, SDS recommends developing a transaction or SDS TouchPoint survey to monitor specific interface with your organization as it occurs. Monitoring these interactions will provide you with up-to-date trends and actionable results. 14. While the ratings of employees are very high, we encourage you to consider the SDS Quality College of Customer Service as a cost-effective method of organization focus on customer satisfaction and relationships, with special emphasis on interaction with business customers. 15. SDS Research is available to help with the implementation of any of the above recommendations. ---PAGE BREAK--- MURRAY CITY POWER CUSTOMER SATISFACTION BASELINE SURVEY 2013 SDS – Murray City Power, 2013. Page 8 Top-line Results OVERALL SATISFACTION The first question asks respondents how they rate their overall satisfaction with their electric service. Overall Satisfaction Ratings 5 4 1-3 NPI 2013 SDS BM Diff. Q1. Overall Satisfaction 75 21 4 171 147 +24 Residential Only 77 20 4 173 +26 Business Only 66 26 8 158 +11 All numbers in tables are percentages rounded to the nearest whole number. Notables; Decrease, Increase. Question 2 asked respondents why they rated the way they did on question 1. These verbatim respondents are by category of Business or Residential and stratified into 3 groups – 5, 4, and 1-3 – with a brief analysis in the question-by-question section and all responses received in Appendix A. The table on t he following page shows several general overall ratings and t heir NPI scores. ---PAGE BREAK--- MURRAY CITY POWER CUSTOMER SATISFACTION BASELINE SURVEY 2013 SDS – Murray City Power, 2013. Page 9 GENERAL OVERALL RATINGS In the following table results are listed from highest to lowest NPI, with an average of all the ratings in the last row: General Overall Ratings 5 4 1-3 NPI 2013 NPI 2006* Diff. Q16-Q19. Employee (avg ratings) 78 16 7 171 159 +12 Q12. Bill 76 19 5 171 176 -5 Q1. Overall Satisfaction 75 21 4 171 158 +13 Q7. Responsiveness 74 22 3 171 180 -9 Q20. Communication 60 29 11 149 135 +14 Q10. Value 55 33 13 142 102 +40 Average 70 23 7 163 152 +11 All numbers in tables are percentages rounded to the nearest whole number. Notables; Decrease, Increase. As shown in the table above, customers perceive Murray City Power positively. The average NPI in 2013 is 163, with more than seven out of ten respondents selecting the top box T he highest NPI (171) is given to Employees, followed by the Bill ratings with the same NPI of 171; the lowest is 142 for Value, with the next lowest being Communication with an NPI of 149. The following tables on the following page s how these ratings by Business and Residential. *In 2006, the survey was on a 4-pt scale; NPI is best for comparisons when the scales are different. Please keep in mind, while this is not an exact comparison and there are 7 years between surveys, the data is still relevant to Murray City Power. ---PAGE BREAK--- MURRAY CITY POWER CUSTOMER SATISFACTION BASELINE SURVEY 2013 SDS – Murray City Power, 2013. Page 10 GENERAL OVERALL RATINGS – Continued The following table results are again listed from highest to lowest NPI, with an average of all the ratings in the last row: General Overall Ratings – Residential 5 4 1-3 NPI 2013 Q1. Overall Satisfaction 77 20 4 173 Q16-Q19. Employee (avg ratings) 78 16 6 172 Q12. Bill 77 19 4 172 Q7. Responsiveness 73 24 3 170 Q20. Communication 61 28 10 151 Q10. Value 56 33 11 145 Average 70 23 6 164 All numbers in tables are percentages rounded to the nearest whole number. For Residential customers, the highest rated category is Overall Satisfaction, and the lowest is Value, with an overall average NPI of 164 and 5 ratings at 70%. General Overall Ratings – Business 5 4 1-3 NPI 2013 Q16-Q19. Employee (avg ratings) 76 15 9 167 Q12. Bill 75 16 10 165 Q7. Responsiveness 80 16 20 160 Q1. Overall Satisfaction 66 26 8 158 Q20. Communication 52 31 17 135 Q10. Value 46 31 23 123 Average 66 23 15 151 All numbers in tables are percentages rounded to the nearest whole number. For Business customers, the highest rated category is Employee ratings, and the lowest is Value, with an overall average NPI of 151 and 5 ratings at 66%. ---PAGE BREAK--- MURRAY CITY POWER CUSTOMER SATISFACTION BASELINE SURVEY 2013 SDS – Murray City Power, 2013. Page 11 SERVICE RATINGS Question 3 asked if customers had experienced any issue or concern with their electric service; 13% of business and 6% of residential said Yes. Those that said yes were asked what kind of issue or problem they had; over half (53%) said they had an Outage, 18% said it was a Billing issue, 9% selected Service Connection, and 21% selected something Other than the options listed (Q4). Please see Appendix A for all of these responses. Respondents who had an issue or problem were asked if they were satisfied with the way Murray City Power handled their concern (Q5). E ighty-five percent said Yes. Those that said No were asked to explain on question 6: PERCEPTION OF UTILITY Question 8 asked customers what kind of utility Murray City Power is; 74% selected Community-Owned Utility, 3% selected Investor-Owned Utility, and 23% said Not Sure. Business respondents were more likely to say Investor-Owned. When asked how important it is that their electricity is provided by a local utility rather than a large non-local company, 67% said Very Important, 23% said Somewhat Important, and 10% said Not Important (Q9). Residential customers are more likely to select Very Important. When considering other power utilities in the area such as Rocky Mountain Power, 51% say Murray City Power’s rates are Lower, 13% said The Same, 7% said they are Higher, and 28% said Don’t Know/Not Sure (Q11). ---PAGE BREAK--- MURRAY CITY POWER CUSTOMER SATISFACTION BASELINE SURVEY 2013 SDS – Murray City Power, 2013. Page 12 MURRAY POWER EMPLOYEES When asked if they had contact with Murray City Power employees, 8% have had contact with a Power technician (Q13); 31% have had contact with a utility billing employee, and just 3% have had contact with a utility employee to discuss energy efficiency (Q15). Residential customers are more likely to have had contact with a billing employee. Employee Ratings (Q16 – Q19) 5 4 1-3 NPI 2013 Courtesy 80 14 6 173 Helpfulness 78 15 7 171 Thoroughness 78 17 6 172 Problem Solving 76 17 7 169 Average 78 16 7 171 All numbers in tables are percentages rounded to the nearest whole number. All of the employee ratings are well above 100, meaning more customers rate in the top box than the bottom box. Residential customers are more likely to rate 5’s on Courtesy and Problem Solving, while Business customers are more likely to rate 5’s on Thoroughness. Please see the question-by-question section cross tabulations for all residential vs. business ratings. ---PAGE BREAK--- MURRAY CITY POWER CUSTOMER SATISFACTION BASELINE SURVEY 2013 SDS – Murray City Power, 2013. Page 13 COMMUNICATION Question 21 asked customers about the bill stuffers that they currently receive to inform them of safety, energy conservation and other electric power related topics; almost half (47%) say they read them Occasionally, 25% said they read them Always, 21% said they Never read them, and 7% said they Haven’t seen it [no prompt]. Those that chose Always or Occasionally on question 21 were asked to rate the bill stuffers on being a useful way to share information with customers: Bill Stuffer (Q22) 5 4 1-3 NPI 2013 Q22. (If Always or Occasionally) Please rate the bill stuffer on being a useful way to share information with customers. Use a scale of 1 to 5. 51 29 21 130 Residential Only 51 29 20 131 Business Only 48 25 27 121 All numbers in tables are percentages rounded to the nearest whole number. POWER SOURCES When asked if they know that Murray City Power provides renewable electricity from methane gas created from decaying trash at two Salt Lake valley landfills, 23% said Yes, 77% said No (Q24). They were then asked to rate how important they think it is that Murray City Power includes this source for generating electricity: Renewable Source Importance (Q25) 5 4 1-3 NPI 2013 Q25. On a scale of 1 to 5, how important do you think it is that Murray City Power includes this renewable energy source for generating electricity? 80 13 7 174 Residential Only 82 12 6 176 Business Only 72 18 10 162 All numbers in tables are percentages rounded to the nearest whole number. ---PAGE BREAK--- MURRAY CITY POWER CUSTOMER SATISFACTION BASELINE SURVEY 2013 SDS – Murray City Power, 2013. Page 14 IMPROVEMENTS AND OTHER ISSUES Forty-seven percent of customers have made energy efficiency improvements in the last two years (Q26). O f these, 23% improved Windows & Doors, 21% improved Insulation, 16% improved Heating or Cooling Equipment, 14% installed Smart Appliances, and 27% said they made an improvement Other than those listed in the question (Q27). Residential customers are more likely to select an Other option. Those that said No on question 26 were asked their main reason for not doing so (Q28); 40% selected Building is already energy efficient, 16% cited Cost, 4% said it is Too much work (a hassle), and 4 0% selected something Other than the options listed. Please see Appendix A for all verbatim responses. School Programs (Q29) 5 4 1-3 NPI 2013 Q29. Murray City Power sponsors energy conservation and safety programs in local schools. How important is this to you as a utility customer? Use a 1 to 5 scale. 57 22 21 136 Residential Only 58 22 20 138 Business Only 49 23 29 120 All numbers in tables are percentages rounded to the nearest whole number. About one-third of customers (32%) are aware of Murray City Power celebrating its 100 year anniversary in 2013 (Q30). These customers said they were made aware of the anniversary in the following ways: 51% said Bill Stuffer, 11% said Word-of-Mouth, 11% said Billboard, and 27% selected an Other response, not listed in the question (Q31). Twenty-five percent of respondents are aware of the online power consumption monitoring system at no additional cost (Q32). About the same (22%) said they would like Murray City Power to contact them with information on signing up for this free service (Q33). Business customers are less likely to be aware of the service but more likely to ask for contact with sign-up information. ---PAGE BREAK--- MURRAY CITY POWER CUSTOMER SATISFACTION BASELINE SURVEY 2013 SDS – Murray City Power, 2013. Page 15 OTHER ISSUES Continued Question 34 asked what additional products or services should Murray City Power provide. For Residential customers there were a total of 98 responses; 14 mentioned ‘Additional billing/payment options,’ 13 said, ‘Nothing/don’t know,’ 13 s aid, ‘Additional services,’ and 12 cited, ‘Renewable energy options/information.’ For Business customers, there were a t otal of 9 r esponses; 3 s aid, ‘Service suggestions,’ 3 said, ‘Billing suggestions,’ and 2 said, ‘You do enough/good job.’ Demographics The final two questions are for classification purposes. Age – (Q35) 36% are 46 to 65, 25% are 66 or older, 25% are 31 to 45, and 20% are 30 or younger. Additionally, 17% of the total respondents refused to answer this question. Income – (Q36) 30% make $25 to $50k, 23% make between $51 to $75k, 20% make Under $25,000, 17% make between $76 to $100k, and just $10 make Over $100,000. Additionally, 31% of total respondents refused to answer. ---PAGE BREAK--- MURRAY CITY POWER CUSTOMER SATISFACTION BASELINE SURVEY 2013 SDS – Murray City Power, 2013. Page 16 Alerts Word Cloud Definition – A visual representation for text data, typically used to depict keyword metadata (tags) on websites, or to visualize free form text. Tags are usually single words, and the importance of each tag is shown with font size or color. This format is useful for quickly perceiving the most prominent terms and for locating a term alphabetically to determine its relative prominence. This Word Cloud was formed with all Alert comments received. Created using http://www.wordle.net/. ---PAGE BREAK--- MURRAY CITY POWER CUSTOMER SATISFACTION BASELINE SURVEY 2013 SDS – Murray City Power, 2013. Page 17 Industry Benchmark The following is a comparison between the Murray Power 2013 survey ratings and the SDS Industry Benchmark in the following key areas – Overall Satisfaction, Communication, Value, and Employees. The SDS benchmark numbers include data collected by SDS over the previous 2 years, with data coming from approximately 50 municipal and co-op utility surveys throughout the country. In order to make these comparisons, key questions were selected which best match those included in the Industry Benchmark. Please note that some differences may exist between question phrasing and c ontent. However, the general nature of this comparison is relevant to Murray Power’s ratings. The following questions from this project were included: Benchmark Comparisons Murray Power NPI 2013 SDS - BM NPI Difference Overall Satisfaction (Q2) 171 147 +24 Communication (Q16) 149 141 +8 Value (Q6) 142 116 +26 Employees (Average of all) 171 166 +5 All numbers in tables are percentages rounded to the nearest whole number. Notables; Decrease, Increase. Please note that the Murray Power Employee NPI rating is the average of all employee ratings (Business Office and Field Crew). ---PAGE BREAK--- MURRAY CITY POWER CUSTOMER SATISFACTION BASELINE SURVEY 2013 SDS – Murray City Power, 2013. Page 18 Murray City Power vs. SDS Industry Benchmark SDS Industry benchmark results are based on responses from over 50 ut ilities’ satisfaction surveys performed by SDS Research during the last 2 years. B ecause response scales on individual surveys may vary, the NPI is most appropriate for comparison purposes. (Please note that the Employee Benchmark NPI in the Benchmark table is an average of all employee (CSR, Tech, Business Office, etc.) NPI ratings. ---PAGE BREAK--- MURRAY CITY POWER CUSTOMER SATISFACTION BASELINE SURVEY 2013 SDS – Murray City Power, 2013. Page 19 QUESTION-BY-QUESTION RESULTS ---PAGE BREAK--- MURRAY CITY POWER CUSTOMER SATISFACTION BASELINE SURVEY 2013 SDS – Murray City Power, 2013. Page 20 ---PAGE BREAK--- MURRAY CITY POWER CUSTOMER SATISFACTION BASELINE SURVEY 2013 SDS – Murray City Power, 2013. Page 21 Residential Q2. Overall, how do you rate the electric service provided by Murray City Power? Please use a scale of 1 to 5, where 1 is poor and 5 is excellent. [If 5] Why did you rate 5? No problems/no issues 177 Reliable 62 Good/Excellent service 34 Reasonable rates 23 Nothing/no reason/no comment 11 Prompt 10 Happy 4 Various responses 7 Total Responses 328 Q2. Overall, how do you rate the electric service provided by Murray City Power? Please use a scale of 1 to 5, where 1 is poor and 5 is excellent. [If 4] Why did you rate 4? No problems 36 Price/Billing comments 15 Reliability comments 15 Don’t know/no reason/nobody’s perfect 9 Customer service comments 4 Good service 3 Various Responses 2 Total Responses 84 Q2. Overall, how do you rate the electric service provided by Murray City Power? Please use a scale of 1 to 5, where 1 is poor and 5 is excellent. [If 1 - 3] Why did you rate 1- 3? Not reliable 5 Poor customer service/difficult to deal with 4 Expensive 3 No reason 2 Automatic payment is not available 1 Total Responses 15 Please see Appendix A for further comments regarding this question. ---PAGE BREAK--- MURRAY CITY POWER CUSTOMER SATISFACTION BASELINE SURVEY 2013 SDS – Murray City Power, 2013. Page 22 Business Q2. Overall, how do you rate the electric service provided by Murray City Power? Please use a scale of 1 to 5, where 1 is poor and 5 is excellent. [If 5] Why did you rate 5? No problems 32 Reliable 12 Customer service 3 Pleased/hassle free 2 Total Responses 49 Q2. Overall, how do you rate the electric service provided by Murray City Power? Please use a scale of 1 to 5, where 1 is poor and 5 is excellent. [If 4] Why did you rate 4? No reason/no problems 6 Reliable 4 Expensive 4 Occasional glitch/outage/problem 4 Total Responses 18 Q2. Overall, how do you rate the electric service provided by Murray City Power? Please use a scale of 1 to 5, where 1 is poor and 5 is excellent. [If 1 - 3] Why did you rate 1- 3? Billing/expensive 2 Unreliable/needs upgraded 2 No comment 2 Total Responses 6 Please see Appendix A for further comments regarding this question. ---PAGE BREAK--- MURRAY CITY POWER CUSTOMER SATISFACTION BASELINE SURVEY 2013 SDS – Murray City Power, 2013. Page 23 ---PAGE BREAK--- MURRAY CITY POWER CUSTOMER SATISFACTION BASELINE SURVEY 2013 SDS – Murray City Power, 2013. Page 24 ---PAGE BREAK--- MURRAY CITY POWER CUSTOMER SATISFACTION BASELINE SURVEY 2013 SDS – Murray City Power, 2013. Page 25 Residential Q4. In the last six months, have you experienced any issue or concern with your electric service? [If Yes] What kind of issue or concern did you have? Other: Not reliable 4 Price 1 Total Responses 5 Business Q4. In the last six months, have you experienced any issue or concern with your electric service? [If Yes] What kind of issue or concern did you have? Other: Various responses 2 Total Responses 2 Please see Appendix A for further comments regarding this question. ---PAGE BREAK--- MURRAY CITY POWER CUSTOMER SATISFACTION BASELINE SURVEY 2013 SDS – Murray City Power, 2013. Page 26 Residential Q6. In the last six months, have you experienced any issue or concern with your electric service? [If Yes] Were you satisfied with the way Murray City Power handled your concern? If No, please explain: Didn’t call 3 Poor customer service 2 Total Responses 5 Please see Appendix A for further comments regarding this question. (There were no Business responses for this question.) ---PAGE BREAK--- MURRAY CITY POWER CUSTOMER SATISFACTION BASELINE SURVEY 2013 SDS – Murray City Power, 2013. Page 27 ---PAGE BREAK--- MURRAY CITY POWER CUSTOMER SATISFACTION BASELINE SURVEY 2013 SDS – Murray City Power, 2013. Page 28 ---PAGE BREAK--- MURRAY CITY POWER CUSTOMER SATISFACTION BASELINE SURVEY 2013 SDS – Murray City Power, 2013. 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Page 45 ---PAGE BREAK--- MURRAY CITY POWER CUSTOMER SATISFACTION BASELINE SURVEY 2013 SDS – Murray City Power, 2013. Page 46 ---PAGE BREAK--- MURRAY CITY POWER CUSTOMER SATISFACTION BASELINE SURVEY 2013 SDS – Murray City Power, 2013. Page 47 ---PAGE BREAK--- MURRAY CITY POWER CUSTOMER SATISFACTION BASELINE SURVEY 2013 SDS – Murray City Power, 2013. Page 48 Residential Q27. Have you made energy efficiency improvements to your home in the last two years? [If Yes] What improvements did you make? Other: Lights 24 Multiple 22 Self-regulate 4 Appliances 2 Various responses 3 Total Responses 55 Business Q27. Have you made energy efficiency improvements to your home in the last two years? [If Yes] What improvements did you make? Other: Light bulbs 7 Total Responses 7 Please see Appendix A for further comments regarding this question. ---PAGE BREAK--- MURRAY CITY POWER CUSTOMER SATISFACTION BASELINE SURVEY 2013 SDS – Murray City Power, 2013. Page 49 ---PAGE BREAK--- MURRAY CITY POWER CUSTOMER SATISFACTION BASELINE SURVEY 2013 SDS – Murray City Power, 2013. Page 50 Residential Q28. Have you made energy efficiency improvements to your home in the last two years? [If No] What is your main reason for not doing so? Other: Renter 47 Just moved 31 Live in apartment 11 Not sure what to do 4 Not going to do anything/no reason 3 Various responses 3 Total Responses 99 Business Q28. Have you made energy efficiency improvements to your home in the last two years? [If No] What is your main reason for not doing so? Other: Rent/Lease 3 Just starting business 1 Not sure 1 Total Responses 5 Please see Appendix A for further comments regarding this question. ---PAGE BREAK--- MURRAY CITY POWER CUSTOMER SATISFACTION BASELINE SURVEY 2013 SDS – Murray City Power, 2013. Page 51 ---PAGE BREAK--- MURRAY CITY POWER CUSTOMER SATISFACTION BASELINE SURVEY 2013 SDS – Murray City Power, 2013. Page 52 ---PAGE BREAK--- MURRAY CITY POWER CUSTOMER SATISFACTION BASELINE SURVEY 2013 SDS – Murray City Power, 2013. Page 53 ---PAGE BREAK--- MURRAY CITY POWER CUSTOMER SATISFACTION BASELINE SURVEY 2013 SDS – Murray City Power, 2013. Page 54 Residential Q31. Murray City Power is celebrating its 100-year anniversary in 2013. Were you aware of this? [If Yes] How were you made aware of the anniversary? Other: Parade 8 Bill stuffer/Murray Journal 7 Newspaper 7 Sign/flyers 5 Multiple ways 4 Website 3 Don’t remember 2 Various responses 2 Total Responses 38 Business Q31. Murray City Power is celebrating its 100-year anniversary in 2013. Were you aware of this? [If Yes] How were you made aware of the anniversary? Other: Various responses 3 Total Responses 3 Please see Appendix A for further comments regarding this question. ---PAGE BREAK--- MURRAY CITY POWER CUSTOMER SATISFACTION BASELINE SURVEY 2013 SDS – Murray City Power, 2013. Page 55 ---PAGE BREAK--- MURRAY CITY POWER CUSTOMER SATISFACTION BASELINE SURVEY 2013 SDS – Murray City Power, 2013. Page 56 ---PAGE BREAK--- MURRAY CITY POWER CUSTOMER SATISFACTION BASELINE SURVEY 2013 SDS – Murray City Power, 2013. Page 57 Residential Alert Information on energy monitoring 88 Total Responses 88 Business Alert Information about monitoring 19 Total Responses 19 Please see Appendix A for further comments regarding this question. ---PAGE BREAK--- MURRAY CITY POWER CUSTOMER SATISFACTION BASELINE SURVEY 2013 SDS – Murray City Power, 2013. Page 58 Residential Q34. What additional products or services should Murray City Power provide? *No and none removed Additional billing/payment options 14 Nothing/don’t know 13 Additional services 13 Renewable energy options/information 12 Rebates 11 Cheaper/Free 9 Tree trimming/cleanup 5 Additional information 5 Terrific job/happy 5 Recycling options 3 Various responses 8 98 Business Q34. What additional products or services should Murray City Power provide? *No and none removed Service suggestions 3 Billing suggestions 3 You do enough/good job 2 Beer for anniversary 1 Total Responses 9 Please see Appendix A for further comments regarding this question. ---PAGE BREAK--- MURRAY CITY POWER CUSTOMER SATISFACTION BASELINE SURVEY 2013 SDS – Murray City Power, 2013. Page 59 ---PAGE BREAK--- MURRAY CITY POWER CUSTOMER SATISFACTION BASELINE SURVEY 2013 SDS – Murray City Power, 2013. Page 60 ---PAGE BREAK--- MURRAY CITY POWER CUSTOMER SATISFACTION BASELINE SURVEY 2013 SDS – Murray City Power, 2013. Page 61 APPENDIX A Please Note - Appendix A contains verbatim customer comments and is not included in this version of the survey available for public viewing. ---PAGE BREAK--- MURRAY CITY POWER CUSTOMER SATISFACTION BASELINE SURVEY 2013 SDS – Murray City Power, 2013. Page 90 APPENDIX B ---PAGE BREAK--- MURRAY CITY POWER CUSTOMER SATISFACTION BASELINE SURVEY 2013 SDS – Murray City Power, 2013. Page 91 APPENDIX B DESCRIPTION The following pages contain cross-tabulation tables for the 2013 Murray City Power customer satisfaction survey by Own/Rent, Age and Income. ---PAGE BREAK--- MURRAY CITY POWER CUSTOMER SATISFACTION BASELINE SURVEY 2013 SDS – Murray City Power, 2013. Page 92 Own/Rent *Only Residential ---PAGE BREAK--- MURRAY CITY POWER CUSTOMER SATISFACTION BASELINE SURVEY 2013 SDS – Murray City Power, 2013. Page 93 ---PAGE BREAK--- MURRAY CITY POWER CUSTOMER SATISFACTION BASELINE SURVEY 2013 SDS – Murray City Power, 2013. Page 94 ---PAGE BREAK--- MURRAY CITY POWER CUSTOMER SATISFACTION BASELINE SURVEY 2013 SDS – Murray City Power, 2013. Page 95 ---PAGE BREAK--- MURRAY CITY POWER CUSTOMER SATISFACTION BASELINE SURVEY 2013 SDS – Murray City Power, 2013. 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Page 120 ---PAGE BREAK--- MURRAY CITY POWER CUSTOMER SATISFACTION BASELINE SURVEY 2013 SDS – Murray City Power, 2013. Page 121 ---PAGE BREAK--- MURRAY CITY POWER CUSTOMER SATISFACTION BASELINE SURVEY 2013 SDS – Murray City Power, 2013. Page 122 APPENDIX C