Customer Service Survey Results
AWWU's Customer Service Survey, mailed with; Utility statements in March, went to 50,647 customers and were returned by 5,249 or 10.4 percent of the Utility's customer base. That return rate is average for surveys of this type.
Survey Highlights
Most respondents, 94.1 percent, were water and wastewater customers. This provides a balanced perspective of the level of customer satisfaction for both services.
Water Customer Satisfaction Level - 95.8 percent
Wastewater Customer Satisfaction - 96.5 percent
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This indicates the Utility is meeting its commitment to water quality and customer service. This is approximately 3-4 percent better than the the last survey.
Each survey was personally screened in order for AWWU to follow-up on complaints, questions and requests for more information. The Utility made personal responses to 137 individual service questions or concerns. For those customers who provided an e-mail address, it was added to their account record. There were 1,773 in all.
Several customers were not aware they could charge their monthly Utility bill to their MasterCard or Visa. As a result, 77 new credit card customers were added.
The item with the largest customer interest, at 33 percent, was customer access to account information over either the telephone or the Internet. This suggestion is being researched and evaluated for implementation.
Of special Utility interest, is the fact that 1,113 customers said they dealt with an AWWU employee in the past year and over 97 percent said they were treated courteously and professionally.
Results of AWWU customer survey
1. What service does AWWU provide to you?
|
Water Only |
136 |
2.59% |
|
Sewer Only |
154 |
2.93% |
|
Both |
4,940 |
94.11% |
|
No answer |
19 |
.36% |
2. Are you satisfied with your water service?
|
Always |
3,767 |
71.77% |
|
Usually |
1,264 |
24.08% |
|
Never |
45 |
.86% |
|
No answer |
173 |
3.30% |
3. Are you satisfied with your sewer service?
|
Always |
3,992 |
76.05% |
|
Usually |
1,074 |
20.46% |
|
Never |
24 |
.46% |
|
No answer |
159 |
3.03% |
4. How is your water pressure?
|
Too Low |
421 |
8.02% |
|
Too High |
30 |
.57% |
|
Adequate |
4,638 |
88.36% |
|
No answer |
160 |
3.05% |
5. Is the water you receive from your tap cloudy or discolored?
|
Always |
38 |
.72% |
|
Usually |
83 |
1.58% |
|
Sometimes |
1,259 |
23.99% |
|
Never |
3,675 |
70.01% |
|
No answer |
194 |
3.70% |
6. Have you dealt with an AWWU employee in the past year?
|
Yes |
1,113 |
21.20% |
|
No |
4,096 |
78.04% |
|
No answer |
40 |
.76% |
6a. If Yes, were you treated courteously and professionally?
|
Yes |
1,084 |
97.39% |
|
No |
29 |
2.61% |
6b. If Yes, did you receive prompt action on your request?
|
Yes |
1,069 |
96.05% |
|
No |
44 |
3.95% |
7. Do you feel your water and sewer rates are reasonable for the service you receive?
|
Yes |
4,016 |
76.51% |
|
No |
837 |
15.95% |
|
No answer |
396 |
7.54% |
8. If you have automatic bill payment, would you like to receive your bill by e-mail instead of postal mail?
|
Yes |
469 |
8.94% |
|
No |
2,839 |
54.09% |
|
No answer |
1,941 |
36.98% |
9. Are you interested and would you participate in these services?
Internet bill payment:
|
Yes |
716 |
13.64% |
|
No |
3,652 |
69.58% |
|
No answer |
881 |
16.78% |
Bank draft transfer:
|
Yes |
916 |
17.45% |
|
No |
3,573 |
68.07% |
|
No answer |
760 |
14.48% |
Extended customer service hours:
|
Yes |
712 |
13.56% |
|
No |
3,372 |
64.25% |
|
No answer |
1,165 |
22.20% |
Access to computerized account information over the Internet:
|
Yes |
1,746 |
33.26% |
|
No |
2,862 |
54.53% |
|
No answer |
641 |
12.21% |
Access to computerized account information over the telephone:
|
Yes |
1,734 |
33.04% |
|
No |
2,764 |
52.66% |
|
No answer |
751 |
14.31% |
Gift certificates:
|
Yes |
442 |
8.42% |
|
No |
3,884 |
74.00% |
|
No answer |
923 |
17.58% |
10. Would you like for a Customer Representative to call you?
|
Yes |
240 |
4.57% |
|
No |
4,569 |
87.05% |
|
No answer |
440 |
8.38% |
11. Are there any other services AWWU can offer which interest you?
The majority of customers answered “None” to this, but other answers ranged from recycling to Internet service. Each suggestion is being looked at to determine the value it could offer to our customers.
12. How can AWWU serve you better?
Most customers wrote they are very happy with the service we are providing and to continue doing what we do. Several complaints, suggestions, and questions were addressed here and each concern was personally responded to either be telephone or through a written response.