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EPUD Receives High Marks in 2011 Customer Satisfaction Survey

June 21, 2011

EPUD recently conducted a phone survey to measure customer satisfaction in multiple areas, including service and responsiveness, outage management, and overall service. In total, 400 households and businesses were randomly surveyed, providing a 95 percent accuracy rate across all customers.

“These surveys help us keep in touch with how we’re doing from a customer perspective,” said EPUD Customer Service and Communications Manager Jaime Cranmer. “We use our ratings to determine where to focus our efforts and where to make improvements. EPUD is owned by our customers, so their satisfaction is our number-one priority.”

 

When asked to rate EPUD’s performance, 53 percent of those surveyed gave EPUD an excellent rating for overall performance (up two percent from 2010), and 40 percent gave a good rating. 

 

When asked to rate EPUD’s service and responsiveness, 47 percent of those surveyed gave EPUD an excellent rating (up five percent from 2010 and up nine percent from 2005), and 43 percent gave EPUD a good rating.

 

Respondents gave EPUD a slightly lower score for its reliability as measured by the minimization of outages and outage management. 42 percent of the total sample gave EPUD an excellent rating (down one percent from 2010), and 46 percent gave a good rating. This is significant considering the survey was conducted directly following one of the largest power outages ever experienced by EPUD Customer-Owners, and ratings in this area were expected to be lower.

“We are very heartened by the survey results as they indicate the majority of our customers are happy with our service,” said Cranmer. “Some areas for improvement were highlighted and we will continue working in those areas. Our focus is to always keep improving, year after year.”

For a summary of the full survey results, visit http://www.epud.org/about/surveyresults.aspx

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