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

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Nov 12, 2022 261 likes •477 views

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

SLIDE 1

ALBUQUERQUE BERNALILLO COUNTY WATER UTILITY AUTHORITY

JUNE 2018

PRESENTED BY: BRIAN SANDEROFF, PRESIDENT

SLIDE 2

METHODOLOGY

RESEARCH OBJECTIVES:

CUSTOMER SATISFACTION WITH THE

SERVICES PROVIDED BY THE WATER

AUTHORITY

IMPORTANCE OF VARIOUS SERVICES AND

PROGRAMS

RANDOM SAMPLE: 502 RESIDENTIAL CUSTOMERS 105 COMMERCIAL CUSTOMERS INTERVIEWS: TELEPHONE SURVEYS USING LANDLINES AND

CELLPHONES

FIELD DATES: JANUARY 23, 2018 - FEBRUARY 13, 2018 MARGIN OF ERROR: 4.4% AT 95% CONFIDENCE LEVEL (RESIDENTIAL CUSTOMERS)

JUNE 2018 RESEARCH & POLLING, INC. 2

SLIDE 3

OVERALL SATISFACTION WITH THE SERVICES PROVIDED

BY THE WATER AUTHORITY

54% 40% 5% 1%

0% 20% 40% 60% 80%

VERY SATISFIED SOMEWHAT SATISFIED SOMEWHAT DISSATISFIED VERY DISSATISFIED

RESIDENTIAL

JUNE 2018 RESEARCH & POLLING, INC. 3

63% 35% 1% 1%

0% 20% 40% 60% 80%

VERY SATISFIED SOMEWHAT SATISFIED SOMEWHAT DISSATISFIED VERY DISSATISFIED

COMMERCIAL 94% 6% 98% 2%

SLIDE 4

OVERALL SATISFACTION WITH THE SERVICES PROVIDED BY THE WATER AUTHORITY

JUNE 2018 RESEARCH & POLLING, INC. 4

57% 37% 3% 1% 56% 37% 5% 2% 54% 40% 5% 1%

0% 20% 40% 60% VERY SATISFIED SOMEWHAT SATISFIED SOMEWHAT DISSATISFIED VERY DISSATISFIED 2014 2016 2018

RESIDENTIAL TRACKING

SLIDE 5

OVERALL SATISFACTION WITH THE SERVICES PROVIDED BY THE WATER AUTHORITY

JUNE 2018 RESEARCH & POLLING, INC. 5

61% 36% 2% 0% 62% 34% 3% 1% 63% 35% 1% 1%

0% 20% 40% 60% 80% VERY SATISFIED SOMEWHAT SATISFIED SOMEWHAT DISSATISFIED VERY DISSATISFIED 2014 2016 2018

COMMERCIAL TRACKING

SLIDE 6

RESIDENTIAL SATISFACTION WITH RELIABILITY OF SERVICES

AND CONDITION OF INFRASTRUCTURE

28% 33% 73% 80% 42% 36% 21% 17% 70% 69% 94% 97% 22% 17% 5% 3%

0% 20% 40% 60% 80% 100%

DISSATISFIED SATISFIED DISSATISFIED SATISFIED DISSATISFIED SATISFIED DISSATISFIED SATISFIED

VERY SOMEWHAT

RELIABILITY INFRASTRUCTURE

RELIABILITY AND AVAILABILITY OF WATER

TO YOUR HOME

RELIABILITY OF WASTEWATER DRAINAGE FROM

YOUR HOME TO THE CITY SEWER LINE

CONDITION OF THE SEWER LINES THROUGHOUT

THE CITY SUCH AS THE NUMBER OF OVERFLOWS/BACKUPS YOU OBSERVE AT THE CITY SEWER LINES OR MANHOLES

CONDITION OF THE WATER LINES THROUGHOUT

THE CITY SUCH AS THE NUMBER OF LEAKS YOU OBSERVE

NOTE: RESULTS ARE SIMILAR AMONG COMMERCIAL CUSTOMERS. JUNE 2018 RESEARCH & POLLING, INC. 6 COMMERCIAL CUSTOMERS ARE SLIGHTLY MORE SATISFIED.

4 pts 10 pts

SLIDE 7

RESIDENTIAL SATISFACTION WITH EFFECTIVENESS OF REPAIRS AND ODOR CONTROL

34% 36% 50% 32% 35% 27% 8% 66% 9% 71% 14% 77%

0% 20% 40% 60% 80% 100% DISSATISFIED SATISFIED DISSATISFIED SATISFIED DISSATISFIED SATISFIED VERY SOMEWHAT

CONTROL ODORS FROM SEWER LINES OR

TREATMENT FACILITIES

REPAIR LEAKS AND RESPONSE TIME

FOR RESTORATION OF SERVICE

RESPOND TO OVERFLOWS OR BACKUPS

AND RESPONSE TIME FOR RESTORING SERVICE

COMMERCIAL CUSTOMERS ARE SLIGHTLY MORE SATISFIED.

JUNE 2018 RESEARCH & POLLING, INC. 7

5 pts 8 pts 8 pts

SLIDE 8

RESIDENTIAL SATISFACTION WITH BILLING

54% 55% 60% 33% 32% 29% 6% 87% 7% 87% 4% 89%

0% 20% 40% 60% 80% 100% DISSATISFIED SATISFIED DISSATISFIED SATISFIED DISSATISFIED SATISFIED VERY SOMEWHAT

BILLING PAYMENT OPTIONS UNDERSTANDING THE BILL FORMAT

AND WATER USAGE GRAPH

BILLING STATEMENT ACCURACY

JUNE 2018 RESEARCH & POLLING, INC. 8

COMMERCIAL CUSTOMERS ARE SLIGHTLY MORE SATISFIED.

4 pts 5 pts

SLIDE 9

RESIDENTIAL SATISFACTION WITH EDUCATION ON WATER ISSUES

AND WATER CONSERVATION PROGRAMS

31% 36% 9% 4% 20%

0% 20% 40% 60%

VERY SATISFIED SOMEWHAT SATISFIED SOMEWHAT DISSATISFIED VERY DISSATISFIED DON'T KNOW/ WON'T SAY

EDUCATION ON WATER ISSUES

JUNE 2018 RESEARCH & POLLING, INC. 9

34% 32% 10% 3% 21%

0% 20% 40% 60%

VERY SATISFIED SOMEWHAT SATISFIED SOMEWHAT DISSATISFIED VERY DISSATISFIED DON'T KNOW/ WON'T SAY

WATER CONSERVATION PROGRAMS

67% 13% 66% 13%

NOTE: COMMERCIAL CUSTOMERS ARE SLIGHTLY MORE SATISFIED.

SLIDE 10

CONTACTED THE WATER AUTHORITY

CONTACTED THE WATER AUTHORITY ABOUT PROBLEMS OR QUESTIONS WITH A BILL IN THE PAST 2 YEARS WAYS OF COMMUNICATING WITH THE WATER AUTHORITY

16%

TELEPHONE 73% IN-PERSON 27% E-MAIL 2%

AMONG RESIDENTIAL CUSTOMERS WHO CONTACTED THE WATER AUTHORITY

JUNE 2018 RESEARCH & POLLING, INC. 10

SLIDE 11

OVERALL RATING OF THE CUSTOMER SERVICE REPRESENTATIVE WHEN CONTACTING THE WATER AUTHORITY

66% 21% 13%

0% 20% 40% 60% 80% EXCELLENT/ GOOD FAIR POOR/ VERY POOR

AMONG THOSE WHO CONTACTED THE WATER AUTHORITY RESIDENTIAL CUSTOMERS (N=64)

JUNE 2018 RESEARCH & POLLING, INC. 11

COMMERCIAL CUSTOMERS WERE MORE SATISFIED (84% EXCELLENT/GOOD).

SLIDE 12

SATISFACTION WITH THE CUSTOMER SERVICE REPRESENTATIVE

ON KEY ATTRIBUTES

43% 47% 60% 31% 27% 28%

21% 74% 26% 74% 11% 88%

0% 20% 40% 60% 80% 100% DISSATISFIED SATISFIED DISSATISFIED SATISFIED DISSATISFIED SATISFIED STRONGLY SOMEWHAT

COURTESY OF THE CUSTOMER SERVICE REPRESENTATIVE KNOWLEDGE AND ABILITY TO ANSWER

YOUR QUESTIONS OR RESOLVE YOUR ISSUES

LENGTH OF WAIT TO SPEAK WITH A

CUSTOMER SERVICE REPRESENTATIVE

JUNE 2018 RESEARCH & POLLING, INC. 12

AMONG THOSE WHO HAVE EXPERIENCE WITH A CUSTOMER SERVICE REPRESENTATIVE RESIDENTIAL CUSTOMERS (N=64)

SLIDE 13

RESIDENTIAL SATISFACTION WITH QUALITY OF DRINKING WATER

41% 30% 14% 11% 4%

0% 20% 40% 60% VERY SATISFIED SOMEWHAT SATISFIED SOMEWHAT DISSATISFIED VERY DISSATISFIED DON'T KNOW/ WON'T SAY

71%

NOTE: RESULTS ARE SIMILAR AMONG COMMERCIAL CUSTOMERS.

JUNE 2018 RESEARCH & POLLING, INC. 13

25%

SLIDE 14

RESIDENTIAL SATISFACTION WITH QUALITY OF DRINKING WATER

50% 48% 50% 48% 42% 46% 41% 32% 34% 31% 31% 36% 33% 30% 82% 82% 81% 79% 78% 79% 71%

0% 20% 40% 60% 80% 100%

2006 2008 2010 2012 2014 2016 2018

RESIDENTIAL – TRACKING

VERY SATISFIED SOMEWHAT SATISFIED

JUNE 2018 RESEARCH & POLLING, INC. 14

SLIDE 15

PERCEIVED IMPORTANCE OF WATER CONSERVATION

AND ENVIRONMENTAL ISSUES

45% 57% 61% 59% 65% 65% 66% 80% 27% 25% 22% 26% 22% 23% 23% 13% 72% 82% 83% 85% 87% 88% 89% 93%

0% 20% 40% 60% 80% 100%

MAKING WATER AVAILABLE TO ATTRACT AND KEEP HIGH-TECH

INDUSTRIES THAT OFFER GOOD-PAYING JOBS

BALANCING CUSTOMER WATER DEMAND WITH PROTECTION OF HABITAT

FOR WILDLIFE AND VEGETATION IN THE RIO GRANDE CORRIDOR

REUSING TREATED WASTEWATER TO IRRIGATE PUBLIC SPACES BALANCING POPULATION AND ECONOMIC GROWTH WITH OUR WATER

AVAILABILITY

PROTECTING AND RESTORING UPSTREAM WATER SOURCES OR

WATERSHEDS

THE QUALITY OF TREATED WATER RETURNED BACK TO THE RIVER INVESTING IN THE REPAIR AND REPLACEMENT OF OLD WATER AND

SEWER LINES

PROVIDING A LONG-TERM WATER SUPPLY FOR FUTURE GENERATIONS

5 VERY IMPORTANT 4

NOTE: RESULTS AMONG COMMERCIAL CUSTOMERS ARE SIMILAR.

JUNE 2018 RESEARCH & POLLING, INC. 15

6 pts

SLIDE 16

WATER CONSERVATION MANAGEMENT

47% 43% 37% 35% 13% 84% 21% 78%

0% 20% 40% 60% 80% 100% DISAGREE AGREE DISAGREE AGREE STRONGLY SOMEWHAT

THE COST OF WATER IS AN IMPORTANT

FACTOR FOR ME WHEN DECIDING HOW MUCH WATER TO USE.

HOUSEHOLDS WOULD CONSERVE MORE

WATER IF THEY HAD AN EASIER WAY TO MONITOR THEIR WATER USE.

JUNE 2018 RESEARCH & POLLING, INC. 16

12 pts

NOTE: RESULTS AMONG COMMERCIAL CUSTOMERS ARE SIMILAR.

SLIDE 17

AGREE/DISAGREE: “WATER AND SEWER SERVICES ARE A GOOD VALUE

FOR THE AMOUNT OF MONEY I PAY”

JUNE 2018 RESEARCH & POLLING, INC. 17

39% 38% 12% 6% 5%

0% 20% 40% 60% STRONGLY AGREE SOMEWHAT AGREE SOMEWHAT DISAGREE STRONGLY DISAGREE DON'T KNOW/ WON'T SAY

18%

COMMERCIAL CUSTOMERS ARE SLIGHTLY MORE LIKELY TO AGREE.

77%

SLIDE 18

ATTITUDES TOWARD WATER RATE INCREASES

20% 22% 38% 37% 36% 37% 40% 57% 39% 58% 20% 75%

0% 20% 40% 60% 80% 100% DISAGREE AGREE DISAGREE AGREE DISAGREE AGREE STRONGLY SOMEWHAT

BECAUSE WATER IS A SCARCE RESOURCE,

WATER RATES SHOULD BE DESIGNED TO REFLECT THE VALUE OF WATER IN OUR DAILY LIVES.

WATER RATES SHOULD BE INCREASED TO

COVER THE COST OF PROVIDING A RELIABLE WATER SUPPLY FOR FUTURE GENERATIONS.

WATER RATES SHOULD BE INCREASED TO

COVER THE TRUE COSTS TO TREAT AND DELIVER WATER TO OUR HOMES AND BUSINESSES.

JUNE 2018 RESEARCH & POLLING, INC. 18 COMMERCIAL CUSTOMERS ARE SLIGHTLY MORE LIKELY TO AGREE.

SLIDE 19

FREQUENCY OF READING THE ANNUAL WATER QUALITY REPORT MAILED EVERY SPRING

JUNE 2018 RESEARCH & POLLING, INC. 19

24% 20% 16% 37% 3% 14% 29% 25% 29% 2%

0% 10% 20% 30% 40% 50% MOST OF

THE TIME

SOME OF

THE TIME

RARELY NEVER DON'T KNOW/ WON'T SAY RESIDENTIAL CUSTOMERS (N=502) COMMERCIAL CUSTOMERS (N=105)

SLIDE 20

LIKELIHOOD OF READING THE WATER QUALITY REPORT IF IT WAS AVAILABLE ONLINE INSTEAD OF BEING MAILED

JUNE 2018 RESEARCH & POLLING, INC. 20

15% 13% 6% 16% 48% 2% 16% 22% 1% 11% 49% 1%

0% 20% 40% 60% MUCH MORE LIKELY SOMEWHAT MORE LIKELY SOMEWHAT LESS LIKELY MUCH LESS LIKELY WOULD NOT MAKE

A DIFFERENCE

DON'T KNOW/ WON'T SAY RESIDENTIAL CUSTOMERS (N=502) COMMERCIAL CUSTOMERS (N=105)