Title
Semiannual Update: Transactional Survey Report for July through December 2025
Body
Conducted by GreatBlue Research, DPU's ongoing Transactional Survey investigates: 1) reasons for contacting DPU; 2) methods of interaction with DPU; 3) the number of times customers must contact DPU to resolve their issues; 4) how DPU's staff is rated by customers; and 5) demographic profiles of those responding to the survey. It has a 95% confidence level and with 136 people completing it from July through December, it has a margin of error of +/- 8.37%. We saw greater survey participation for the whole calendar year, with 303 respondents, than we have seen since 2022.
As is typical with this survey, the vast majority of respondents were residential customers. Only 5 respondents were commercial customers, making commercial responses meaningless as a stand-alone category. More than 67% of respondents were in households of one or two people, 55% live in town site, and 80% own their homes. Nearly half the customers who responded, 49.3%, have been DPU customers for at least 20 years while 37% have been customers for 10 years or less.
This report compares against the first half of calendar year 2025 as well as both halves (separately) of 2024. In-person interactions accounted for 39% of survey responses, which is a little more one-on-one business than in the first half of the year. Customers are invited to complete this survey through a number of methods, including links provided by field crews on business cards, invitation links in email signatures, and signs at the Customer Care Center (CCC). However, the greatest number of responses come from text messages sent to individuals who have reached out to the CCC by phone. Customers who meet with staff outside of the CCC typically call into the phones answered by Customer Care staff to initiate those arrangements, so this method still captures interactions with DPU staff across the department.
The reasons for contact followed previous trends, with billing questions and payments and/or pay arrangements as the top reasons. Contact regarding moves dropped by about 5% from the previous calendar year. About 17 of the 136 customers called with electric questions, issues or concerns. The last time this was reported as a reason for contact was in calendar year 2023.
Recall that in the first half of the calendar year, 31% of respondents reported they needed to contact DPU multiple times before their issues were resolved. That number dropped to 19% in the second half of 2025. Improvements were also made across the board for the six DPU Representative Characteristics, with the average rating increasing from 84.4% to 93.3%. Four of the ratings, were at 94% or higher, which is better than any characteristic at any point in the three previous survey periods. With 74% of respondents reporting that they interacted with Customer Care Center representatives, this team deserves a big pat on the back for these notable improvements.
Attachments
A - Los Alamos Transactional Report CY2025 H2