16% T ELEPHONE 73% I N - PERSON 27% E- MAIL 2% J UNE 2018 R - PowerPoint PPT Presentation

A LBUQUERQUE B ERNALILLO C OUNTY W ATER U TILITY A UTHORITY J UNE 2018 P RESENTED BY : B RIAN S ANDEROFF , P RESIDENT

M ETHODOLOGY R ESEARCH O BJECTIVES : • C USTOMER SATISFACTION WITH THE SERVICES PROVIDED BY T HE W ATER A UTHORITY • I MPORTANCE OF VARIOUS SERVICES AND PROGRAMS R ANDOM S AMPLE : 502 RESIDENTIAL CUSTOMERS 105 COMMERCIAL CUSTOMERS I NTERVIEWS : T ELEPHONE SURVEYS USING LANDLINES AND CELLPHONES F IELD D ATES : J ANUARY 23, 2018 - F EBRUARY 13, 2018 M ARGIN OF E RROR : 4.4% AT 95% CONFIDENCE LEVEL ( RESIDENTIAL CUSTOMERS ) J UNE 2018 R ESEARCH & P OLLING , I NC . 2

O VERALL S ATISFACTION WITH THE S ERVICES P ROVIDED BY T HE W ATER A UTHORITY R ESIDENTIAL C OMMERCIAL 80% 80% 98% 94% 60% 60% 63% 54% 40% 40% 40% 35% 6% 20% 20% 2% 5% 1% 1% 1% 0% 0% V ERY S OMEWHAT S OMEWHAT V ERY V ERY S OMEWHAT S OMEWHAT V ERY S ATISFIED S ATISFIED D ISSATISFIED D ISSATISFIED S ATISFIED S ATISFIED D ISSATISFIED D ISSATISFIED J UNE 2018 R ESEARCH & P OLLING , I NC . 3

O VERALL S ATISFACTION WITH THE S ERVICES P ROVIDED BY T HE W ATER A UTHORITY R ESIDENTIAL T RACKING 60% 57% 56% 54% 40% 40% 37% 37% 20% 5% 5% 3% 2% 1% 1% 0% V ERY S OMEWHAT S OMEWHAT V ERY S ATISFIED S ATISFIED D ISSATISFIED D ISSATISFIED 2014 2016 2018 J UNE 2018 R ESEARCH & P OLLING , I NC . 4

O VERALL S ATISFACTION WITH THE S ERVICES P ROVIDED BY T HE W ATER A UTHORITY C OMMERCIAL T RACKING 80% 63% 60% 62% 61% 40% 36% 35% 34% 20% 3% 1% 2% 0% 1% 1% 0% V ERY S OMEWHAT S OMEWHAT V ERY S ATISFIED S ATISFIED D ISSATISFIED D ISSATISFIED 2014 2016 2018 J UNE 2018 R ESEARCH & P OLLING , I NC . 5

R ESIDENTIAL S ATISFACTION WITH R ELIABILITY OF S ERVICES AND C ONDITION OF I NFRASTRUCTURE R ELIABILITY 80% 17% 97% R ELIABILITY AND AVAILABILITY OF WATER SATISFIED TO YOUR HOME 3% DISSATISFIED 73% 21% 94% SATISFIED R ELIABILITY OF W ASTEWATER D RAINAGE FROM YOUR H OME TO THE CITY SEWER LINE DISSATISFIED 5% N OTE : R ESULTS ARE SIMILAR AMONG COMMERCIAL CUSTOMERS . I NFRASTRUCTURE C ONDITION OF THE SEWER LINES THROUGHOUT 33% 36% 69% 4 pts SATISFIED THE CITY SUCH AS THE NUMBER OF OVERFLOWS / BACKUPS YOU OBSERVE 17% DISSATISFIED AT THE CITY SEWER LINES OR MANHOLES C ONDITION OF THE WATER LINES THROUGHOUT 28% 42% 70% SATISFIED 10 pts THE CITY SUCH AS THE NUMBER OF LEAKS 22% DISSATISFIED YOU OBSERVE 0% 20% 40% 60% 80% 100% V ERY S OMEWHAT C OMMERCIAL CUSTOMERS ARE SLIGHTLY MORE SATISFIED . J UNE 2018 R ESEARCH & P OLLING , I NC . 6

R ESIDENTIAL S ATISFACTION WITH E FFECTIVENESS OF R EPAIRS AND O DOR C ONTROL 50% 27% 77% S ATISFIED 5 pts C ONTROL ODORS FROM SEWER LINES OR TREATMENT FACILITIES 14% D ISSATISFIED 36% 35% 71% S ATISFIED 8 pts R EPAIR LEAKS AND RESPONSE TIME FOR RESTORATION OF SERVICE 9% D ISSATISFIED 34% 32% 66% R ESPOND TO OVERFLOWS OR BACKUPS S ATISFIED 8 pts AND RESPONSE TIME FOR RESTORING 8% SERVICE D ISSATISFIED 0% 20% 40% 60% 80% 100% V ERY S OMEWHAT C OMMERCIAL C USTOMERS ARE SLIGHTLY MORE SATISFIED . J UNE 2018 R ESEARCH & P OLLING , I NC . 7

R ESIDENTIAL S ATISFACTION WITH B ILLING 60% 29% 89% S ATISFIED B ILLING PAYMENT OPTIONS 4% D ISSATISFIED 55% 32% 87% S ATISFIED U NDERSTANDING THE BILL FORMAT 4 pts AND WATER USAGE GRAPH 7% D ISSATISFIED 54% 33% 87% S ATISFIED 5 pts B ILLING STATEMENT ACCURACY 6% D ISSATISFIED 0% 20% 40% 60% 80% 100% V ERY S OMEWHAT C OMMERCIAL C USTOMERS ARE SLIGHTLY MORE SATISFIED . J UNE 2018 R ESEARCH & P OLLING , I NC . 8

R ESIDENTIAL S ATISFACTION WITH E DUCATION ON W ATER I SSUES AND W ATER C ONSERVATION P ROGRAMS E DUCATION ON W ATER C ONSERVATION W ATER I SSUES P ROGRAMS 60% 60% 66% 67% 40% 40% 36% 34% 32% 31% 13% 13% 20% 20% 21% 20% 4% 10% 3% 9% 0% 0% V ERY S OMEWHAT S OMEWHAT V ERY D ON ' T K NOW / V ERY S OMEWHAT S OMEWHAT V ERY D ON ' T K NOW / S ATISFIED S ATISFIED D ISSATISFIED D ISSATISFIED W ON ' T S AY S ATISFIED S ATISFIED D ISSATISFIED D ISSATISFIED W ON ' T S AY N OTE : C OMMERCIAL CUSTOMERS ARE SLIGHTLY MORE SATISFIED . J UNE 2018 R ESEARCH & P OLLING , I NC . 9

C ONTACTED T HE W ATER A UTHORITY A MONG R ESIDENTIAL C USTOMERS W HO C ONTACTED T HE W ATER A UTHORITY C ONTACTED T HE W ATER A UTHORITY A BOUT P ROBLEMS OR W AYS OF C OMMUNICATING Q UESTIONS WITH A B ILL I N THE W ITH T HE W ATER A UTHORITY P AST 2 Y EARS 16% T ELEPHONE 73% I N - PERSON 27% E- MAIL 2% J UNE 2018 R ESEARCH & P OLLING , I NC . 10

O VERALL R ATING OF THE C USTOMER S ERVICE R EPRESENTATIVE W HEN C ONTACTING T HE W ATER A UTHORITY A MONG T HOSE W HO C ONTACTED T HE W ATER A UTHORITY R ESIDENTIAL C USTOMERS ( N =64) 80% 66% 60% 40% 21% 20% 13% 0% E XCELLENT / F AIR P OOR / G OOD V ERY P OOR C OMMERCIAL C USTOMERS WERE MORE SATISFIED (84% EXCELLENT / GOOD ). J UNE 2018 R ESEARCH & P OLLING , I NC . 11

S ATISFACTION WITH THE C USTOMER S ERVICE R EPRESENTATIVE ON K EY A TTRIBUTES A MONG T HOSE W HO H AVE E XPERIENCE WITH A C USTOMER S ERVICE R EPRESENTATIVE R ESIDENTIAL C USTOMERS ( N =64) 60% 28% 88% C OURTESY OF THE C USTOMER S ERVICE S ATISFIED R EPRESENTATIVE 11% D ISSATISFIED 47% 27% 74% K NOWLEDGE AND ABILITY TO ANSWER S ATISFIED YOUR QUESTIONS OR RESOLVE YOUR ISSUES 26% D ISSATISFIED 43% 31% 74% S ATISFIED L ENGTH OF WAIT TO SPEAK WITH A CUSTOMER SERVICE REPRESENTATIVE 21% D ISSATISFIED 0% 20% 40% 60% 80% 100% S TRONGLY S OMEWHAT J UNE 2018 R ESEARCH & P OLLING , I NC . 12

R ESIDENTIAL S ATISFACTION WITH Q UALITY OF D RINKING W ATER 60% 71% 40% 41% 30% 25% 20% 14% 11% 4% 0% V ERY S OMEWHAT S OMEWHAT V ERY D ON ' T K NOW / S ATISFIED S ATISFIED D ISSATISFIED D ISSATISFIED W ON ' T S AY N OTE : R ESULTS ARE SIMILAR AMONG COMMERCIAL CUSTOMERS . J UNE 2018 R ESEARCH & P OLLING , I NC . 13

R ESIDENTIAL S ATISFACTION WITH Q UALITY OF D RINKING W ATER R ESIDENTIAL – T RACKING 2018 41% 30% 71% 2016 46% 33% 79% 2014 42% 36% 78% 2012 48% 31% 79% 2010 50% 31% 81% 2008 48% 34% 82% 2006 50% 32% 82% 0% 20% 40% 60% 80% 100% V ERY S ATISFIED S OMEWHAT S ATISFIED J UNE 2018 R ESEARCH & P OLLING , I NC . 14

P ERCEIVED I MPORTANCE OF W ATER C ONSERVATION AND E NVIRONMENTAL I SSUES 80% 13% 93% P ROVIDING A LONG - TERM WATER SUPPLY FOR FUTURE GENERATIONS I NVESTING IN THE REPAIR AND REPLACEMENT OF OLD WATER AND 66% 23% 89% SEWER LINES 65% 23% 88% T HE QUALITY OF TREATED WATER RETURNED BACK TO THE RIVER P ROTECTING AND RESTORING UPSTREAM WATER SOURCES OR 65% 22% 87% WATERSHEDS B ALANCING POPULATION AND ECONOMIC GROWTH WITH OUR WATER 59% 26% 85% AVAILABILITY 6 pts 61% 22% 83% R EUSING TREATED WASTEWATER TO IRRIGATE PUBLIC SPACES B ALANCING CUSTOMER WATER DEMAND WITH PROTECTION OF HABITAT 57% 25% 82% FOR WILDLIFE AND VEGETATION IN THE R IO G RANDE CORRIDOR M AKING WATER AVAILABLE TO ATTRACT AND KEEP HIGH - TECH 45% 27% 72% INDUSTRIES THAT OFFER GOOD - PAYING JOBS 0% 20% 40% 60% 80% 100% 5 V ERY I MPORTANT 4 N OTE : R ESULTS AMONG C OMMERCIAL C USTOMERS ARE SIMILAR . J UNE 2018 R ESEARCH & P OLLING , I NC . 15

W ATER C ONSERVATION M ANAGEMENT 43% 35% 78% A GREE T HE COST OF WATER IS AN IMPORTANT FACTOR FOR ME WHEN DECIDING HOW MUCH WATER TO USE . 21% D ISAGREE 47% 37% 84% A GREE H OUSEHOLDS WOULD CONSERVE MORE 12 pts WATER IF THEY HAD AN EASIER WAY TO MONITOR THEIR WATER USE . 13% D ISAGREE 0% 20% 40% 60% 80% 100% S TRONGLY S OMEWHAT N OTE : R ESULTS AMONG C OMMERCIAL C USTOMERS ARE SIMILAR . J UNE 2018 R ESEARCH & P OLLING , I NC . 16

A GREE /D ISAGREE : “W ATER AND S EWER S ERVICES A RE A G OOD V ALUE FOR THE A MOUNT OF M ONEY I P AY ” 60% 77% 39% 38% 40% 18% 20% 12% 6% 5% 0% S TRONGLY S OMEWHAT S OMEWHAT S TRONGLY D ON ' T K NOW / A GREE A GREE D ISAGREE D ISAGREE W ON ' T S AY C OMMERCIAL C USTOMERS ARE SLIGHTLY MORE LIKELY TO AGREE . J UNE 2018 R ESEARCH & P OLLING , I NC . 17

A TTITUDES T OWARD W ATER R ATE I NCREASES B ECAUSE WATER IS A SCARCE RESOURCE , 38% 37% 75% A GREE WATER RATES SHOULD BE DESIGNED TO REFLECT THE VALUE OF WATER IN OUR 20% D ISAGREE DAILY LIVES . W ATER RATES SHOULD BE INCREASED TO 22% 36% 58% A GREE COVER THE COST OF PROVIDING A RELIABLE WATER SUPPLY FOR FUTURE 39% D ISAGREE GENERATIONS . W ATER RATES SHOULD BE INCREASED TO 20% 37% 57% A GREE COVER THE TRUE COSTS TO TREAT AND DELIVER WATER TO OUR HOMES AND 40% D ISAGREE BUSINESSES . C OMMERCIAL C USTOMERS ARE SLIGHTLY MORE LIKELY TO AGREE . 0% 20% 40% 60% 80% 100% S TRONGLY S OMEWHAT J UNE 2018 R ESEARCH & P OLLING , I NC . 18

F REQUENCY OF R EADING THE A NNUAL W ATER Q UALITY R EPORT M AILED E VERY S PRING 50% 40% 37% 29% 29% 30% 25% 24% 20% 20% 16% 14% 10% 3% 2% 0% M OST OF S OME OF R ARELY N EVER D ON ' T K NOW / THE T IME THE T IME W ON ' T S AY R ESIDENTIAL C USTOMERS ( N =502) C OMMERCIAL C USTOMERS ( N =105) J UNE 2018 R ESEARCH & P OLLING , I NC . 19

L IKELIHOOD OF R EADING THE W ATER Q UALITY R EPORT I F I T W AS A VAILABLE O NLINE I NSTEAD OF B EING M AILED 60% 49% 48% 40% 22% 20% 16% 16% 15% 13% 11% 6% 2% 1% 1% 0% M UCH M ORE S OMEWHAT M ORE S OMEWHAT L ESS M UCH L ESS W OULD N OT M AKE D ON ' T K NOW / L IKELY L IKELY L IKELY L IKELY A D IFFERENCE W ON ' T S AY R ESIDENTIAL C USTOMERS ( N =502) C OMMERCIAL C USTOMERS ( N =105) J UNE 2018 R ESEARCH & P OLLING , I NC . 20