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Semiannual Update: Transactional Survey Report for July through December 2025
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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 ...
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