HomeMy WebLinkAboutEDB Annual Customer Survey Results 2023-Updated (2) Return to a'enda
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4/26/2023 Annual Review 2
Reason for survey
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This particular survey was sent out toIr
active CCUA customers and accounts. ►
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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.
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4/26/2023 Annual Review 3
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Analytics of Survey
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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
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Additional
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Comments
Specific feedback from customers
Payments to be more user friendly
Individual water usage monitoring
Impressed by quality of customer service
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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