By: Joe Green, Director, Customer Service, Generation & Substations
For a third consecutive year, using the help of an outside company called Metrix Matrix, OPU customers were selected at random to participate in a customer satisfaction survey. Metrix Matrix specializes in satisfaction research and conducted 400 phone surveys this past October. The customer responses were then used to identify key areas and perceptions which impact overall satisfaction and identify areas where OPU can improve in the future.
Customers were asked to give a score on a scale of 1-10 (10 being the highest) to a wide variety of questions ranging from billing and utility rates to community involvement. Customers were also asked for comments to help identify the importance of each area and provide reasons behind high or low scores.
The average overall satisfaction score was 8.9, and 88% of customers scored OPU as an 8 or better. Previous surveys done in 2011 & 2012 had similar results. According to Metrix Matrix, OPU scores well and compares favorably with other utilities across the country.
The survey results were analyzed to determine which areas have the greatest impact on our customers’ overall satisfaction. This analysis helps us prioritize which things are most important for us to work on. The areas with the greatest impact are:
1. Community Involvement
2. Energy Conservation Programs
3. Electric Rates
4. Ease of Understanding the Bill
One new question was added to the survey in 2013. We were interested to find out how many people are aware that OPU is a locally owned, not-for-profit utility. The responses came back with 81% saying YES they were aware and 19% saying NO they were not aware that OPU was locally owned and not-for-profit. OPU being a locally owned and not-for-profit company ensures quick response in the case of an outage, competitive rates, and personalized service. Although we would like to see this number even higher, it does confirm that the majority of our customers know and realize the benefits of OPU being a municipal utility.
We will use the information gained from the customer satisfaction survey to continue our mission of delivering excellence and helping to enrich the quality of life in our community by delivering reasonably priced, reliable, safe, and customer-focused utility services.
On behalf of everyone here at OPU, I would like to wish all of you and your families a safe and prosperous new year.