Title
Transactional Survey Report: January - June 2024
Body
DPU's Transactional Survey is now being reported twice a year rather than quarterly. This report covers the first half of calendar 2024. Conducted by Great Blue Research, the 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 issue; 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 155 people responding, it has a margin of error of +/- 7.84%.
As is typical with this survey, the vast majority of respondents were residential customers. Only two were commercial customers, making commercial responses meaningless as a stand alone category. More than 3/4 of 155 respondents were in households of 1-3 customers, 66% live on the hill, and at least 81% own their homes. Nearly half the customers who responded, 43%, have been DPU customers for at least 20 years.
This report compares against the three quarters prior to January. While we saw an increase in responses from customers who met a DPU employee at a service location (16.8%), at least 65% of the customers surveyed still rated interactions with Customer Care staff. 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 in to the phones answered by Customer Care staff to initiate those arrangements, so this method still captures interactions with other DPU staff.
The reasons for contact were largely in line with previous results, with billing questions as the most common reason. Payment arrangements as a r...
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