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HomeMy WebLinkAboutEDB Annual Customer Survey Results 2023-Updated (2) 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