HomeMy WebLinkAboutEDB Annual Customer Survey Results 2023-Updated Return to a'enda
0
C
rim CI)
t/1 <
0CD
CD
,c
rD
0
v
Overview
cs
Reason for survey
Results
Comparison CD) 0,
Summary �r
D�SIC�N
to
H
•
4/26/2023 Annual Review 2
Reason for survey
L
3.1
rilpi
This particular survey was sent out toIr
active CCUA customers and accounts. ►
. i g
Today we'll go over the survey results : , i ,,,,
that helped gain a general consensus
baseline on customer service elements.
Once analyzed, these results will help i litiii
shape operational improvements.
imi.iii
iiij.
to
l
•
4/26/2023 Annual Review 3
le
Results from � �
thisyear ' °P
4
/ / , Or
4164
441Kir ,
to
/ /
/ 's dive in
Analytics of Survey
000o p . / ,
1.12 j
(Yrn
(-- o
� W � W
rm 0 0 _
c,
Responses Questions asked Survey scale Additional comments
2023: 1503 Ranking customer Very positive to very Comment box provided
to service interactions negative for feedback
2022: 1372
4/26/2023 Annual Review
How wouldyou rate thequalityof customer service?
80%
70%
60%
50%
40%
30%
20%
to
10%
0%
Very Positive Somewhat Positive Neutral Somewhat Negative Very Negative
■ 2023 ■ 2022
4/26/2023 Annual Review 6
How satisfied are you with the CCUA Representative
listening to your concerns?
70%
60%
50%
40%
30%
20%
10%
0%
Very Satisfied Satisfied Neutral Unsatisfied Very Unsatisfied
• 2023 2022
4/26/2023 Annual Review 7
How would you describe our response to your concerns?
60%
50%
40%
30%
20%
to 10%
0%
Very Positive Positive Neutral Negative Very Negative
■ 2023 ■ 2022
4/26/2023 Annual Review 8
How would you describe your experience dealing with a
CCUA Representative?
70%
60%
50%
40%
30%
20%
to
10%
0%
Very Positive Positive Neutral Negative Very Negative
• 2023 • 2022
4/26/2023 Annual Review 9
C ' '4.;.,.
• /
Additional
•
Comments
Specific feedback from customers
Payments to be more user friendly
Individual water usage monitoring
Impressed by quality of customer service
to
4/26/2023 Annual Review 10
Summary
`Q; We're delivering for our customers Keeping up with the trends
Comparable to last year's survey results, Consistency is key. Given there were more
staff received a majority of — responses than last year, our staff has
overwhelmingly positive responses worked to ensure customer service is
consistent
Addressing customers neerh- / _ . Representative survey follow up
Currently working on updating services to A survey is provided to each customer
provide a more fluid customer experience after an interaction allowing for
immediate feedback
to Our community is growing
As we continue to expand, these
interactions will help keep a pulse on how
we can better our services
4/26/2023 Annual Review