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WMWD: Customer Survey 2013

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by

Tara Bravo

on 18 December 2013

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Transcript of WMWD: Customer Survey 2013

Knowledge
Service
Efficiency
Budgets & Programs

Customer Survey 2013
Service
Of the 400, 23% indicated interaction with Western
88%
Dev Services
Surveying
Water Concerns
70.3% Cost
Water Supply
Cause of Limited Supply
6%
Efficiency Program Awareness
67%

of respondents report that having a water budget has helped them become more water efficient
22% Reduced laundry use
Using Water More Efficiently in the Household
General Attitudes
Focus on
Customer Engagement & Enhanced Service
Statistically-valid, 400 customers, randomly selected
Had total customer satisfaction:
courtesy
Reachability: 19%
Knowledge: 10%
customer feedback
=
enhanced messaging service improvements
83% respondents said their water bill was easy to understand
93 RESPONDENTS
TIME
EXPENSE
CHALLENGES
70%
39.3% Availability
44.3% Quality
messaging...
continual

Bay-Delta
Solutions
22.5% Help with Efficiency

20.5% Invest in Recycled Water

20.5% Develop More Local Water

11.3% Expand Desalting
14.21% - Not aware of any
46.51% - Clothes washer rebates
45.99% - Gardening workshops
44.96% - Rebates for smart irrigation
controllers
45.99% - Plant sales
36.69% - Free Water Use Evaluations
36.95% - Assist w/ Irrigation Controllers
20.67% - Rebates for turf removal
60.72% - Free high efficiency
sprinkler nozzles
53.3% Reduced landscape watering
34% Reduced shower time
22.5% Turn water off when not in immediate use
16.5% Reduced dishwasher use
12.5% Replaced inefficient plumbing, fixtures, etc.
31.5% Drought
17.5% Population Increase
15.8% Lack of Efficiency
10.3% Other
Positive Feedback
98%
Next Steps
Customer Service Training
4 half-day sessions
for all CSRs
Office & Field

Staff Training
12 half-day sessions for all Supervisors
& Managers
Increase opportunities for engagement

Continue enhancement of service via Western culture and training

On-going customer surveying and messaging
29%
Colorado River
Groundwater
8%
Full transcript