Title
Transactional Survey Report: January - June 2025
Body
DPU's Transactional Survey report covers the first half of calendar 2025. 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 167 people responding, it has a margin of error of +/- 7.55%.
As is typical with this survey, the vast majority of respondents were residential customers. Only four were commercial customers, making commercial responses meaningless as a stand alone category. More than 3/4 of 167 respondents were in households of 1-3 people, 64% live on the hill, and at least 82% own their homes. More than half the customers who responded, 56%, have been DPU customers for at least 20 years.
This report compares against the previous two 6-month periods of 2024 as well as the quarter covering October through December of 2023. More than 77% of the respondents rated interactions with Customer Care staff and the remaining interactions were split between interactions in the field and interactions with other DPU employees. Over the last four survey report periods, the Customer Care interactions over the phone have steadily declined while in-person interactions at the Customer Care Center have increased. 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 ty...
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