5.2a ERMUSR 06-04-2024Elk River Municipal Utilities
Customer Satisfaction Survey
Spring - 2024
Prepared for:
Spring 2024
May 2024
Prepared by:
Q MARKET
RESEARCH
www.gmarketresearch.com
Eik River Municipal Utiftties
Customer S06.5faction Survey ............. Quarter,3, 2023
Isam- 30rimilra
perceptions regarding communication satisfaction and community involvement. As part of this study,
Elk River Municipal Utilities will focus on these key areas:
1. Net Promoter Score (likely to recommend)
2. ERMU as a utility provider overall
3. Reliability of the utility services received from ERMU
4. Ease of doing business with ERMU
5. ERMU's efforts to be environmentally friendly
6. ERMU's efficiency rebate programs
7. ERMU's ability to handle customer requests
8. ERMU's efforts to be involved in the community
9. Overall satisfaction with ERMU staff
10. Overall value for the money with ERMU
11. Preferred contact methods with ERMU
12., Customer demographics
Survey Methodok-Ty
The survey was sent to a total of 2,258 ERMU customers. Of them, 1,250 ERMU customers received a
mail survey. This list of randomly selected customers was provided by ERMU. The mailed survey
provided a postage -paid, return envelope addressed to Q Market Research. The survey also contained
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An email invite was also sent to 1,008 ERMU customers to complete the same survey from their
computer or mobile device.
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2
Data CoUUerfi0l"I
ERMU customers. Both mail and email surveys were sent on April 9, 2024, and data collection was
closed on May 10, 2024. 101 mail responses were received, and 155 email responses were received. In
total, 256 responses were received (mail and email), at an overall 11.3% response rate (and are
statistically valid at a 95% confidence level to within +/- 5.7%). This is considered an above average
response rate for this type of survey. Data collection is summarized below:
Medium Sant Returned Response rate
Email 1008 lSS 153Y6
Mail 1258 101 8.1%
Total 2358 256 11.3%
3
Executive Summary
Key Finding 1: Overall satisfaction with ERMU is generally high.
ERMU gets a 6.2 for overall satisfaction out of 7 by customers, largely based on high scores for reliability
and ease of doing business. The lowest score among the satisfaction ratings is 5.2 for the efficiency
rebate programs. Scores have remained largely consistent over three years. It's worth noting that a
significant number of residents (nearly 30) made comments about rates and fees being expensive.
Specific issues are detailed.
Key Finding 2: The Net Promoter Score in Spring 2024 for ERMU is 39.6, which is in the
high "good" range, but down from Q3 2023.
ERMU's Spring 2024 NIPS dropped to 39.6 from 44.2 in Q3 2023. It is solidly in the "good" range (which is
a score of 0-50). NIPS is a broadly recognized measure of overall customer satisfaction. Based on
customer comments in this report (see p. 9), the Spring 2024 score was strong because customers
appreciate ERMU's reliability and good customer service, and customers have a general sense that rates
are fair (though some see rates as expensive). Many customers (28) noted that ERMU was the only
choice, partly as a matter of fact, but some said that competition would bring down rates. Details in the
report.
Key Finding 3: ERMU gets medium -strong grades for involvement in the community, but
the score is trending slightly downward.
Respondents rated ERMU 7.5 in Spring 2024 for efforts to be involved in the community, out of a 1-10
rating choice. The rating was 7.3 in Q3 2023, so the measure is up slightly.
Key Finding 4: The communications experience with ERMU is highly positive and has been
consistent overtime.
Overall, customers rated communications with ERMU through customer service staff at 8.3 out of 10,
which is high, and very consistent over the past 2+ years. While customer service staff are characterized
as prompt and helpful by 59 written comments, 11 respondents mentioned that some staff were not
friendly (see details). In another overall measure of all staff (not just customer service staff),
respondents rated their satisfaction as 8.3, similar to how they rated customer service staff. The
customer newsletter, followed by the ERMU website, is highly relied on by customers for information
about ERMU. There was a moderate interest in adding a text chat.
Key Finding 5: Value for the money was lower than other scores, and has been dropping
slightly over time
Overall, customers rated ERMU's value for the money at 6.9 in Spring 2024. This is lower than other
value ratings and represents a steady drop in the value rating from 7.7 in Q1 2022. Inflation may be a
factor. The Value rating is still high on a 1 to 10 rating scale in absolute terms.
Demographics are included at the end of the report.
All verbatims are included at the end of the report, organized by question.
A list of customers who want to be contacted by ERMU is provided separately.
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Detailed Findings
Satisfaction Indicators consistent and high
"Reliability of ERMU's Service" (6.6), "The ease of doing business with ERMU" (6.3), and "ERMU as my
utility provider overall" (6.2) were the highest scoring satisfaction measures, out of a possible 1 to 7
score, where 7 is completely satisfied. The lowest satisfaction measure was "ERMU's efficiency rebate
programs" at 5.2.
The factors measured were:
1. Ease of doing business with ERMU
2. Reliability of the power, water and other services you receive from ERMU
3. ERMU's efforts to be environmentally friendly
4. ERMU's efficiency rebate programs
5. ERMU as my utility provider overall
The graph below compares the values for Q1 2022, Q3 2022, Q1 2023, Q3 2023 and Spring 2024. Scores
over time are generally consistent.
Satisfaction with ERMU
(1 is completely dissatisfied; 7 is completely satisfied)
Q1, 2022 vs. Q3, 2022 vs. Q1 2023 vs. Q3 2023 vs. Spring 2024
The ease of doing business with ERMU
The reliability of the power, water and other services
ERMU's efforts to be environmentally friendly
ERMU's efficiency rebate programs
ERMU as my utility provider overall
5.2
■ Spring, 2024 Q3, 2023 ■ Q1, 2023 ■ Q3, 2022 ■ Q1, 2022
6.3
5.9
6.2
6.6
93
Verbatims on Overall Satisfaction/Dissatisfaction
Respondents were then asked, "Why did you give us these satisfaction ratings." Respondents answered
with both positive and negative comments. The majority of responses (87) were positive! High costs are
of concern. Some Spring 2024 common responses include:
NumberPositive
or
TypicalResponse
Negative
Responsesof
87
Satisfied with
Positive
--Everything works
customer service,
--Consistent
utility services
--No problems
--No complaints
--Dependable
--Responsive
--Great job installing solar panels
29
Expensive, fees too
Negative
--Expensive
high
--Fees seem unfair, esp. for service I don't use
--Want more flexible payment options
--Water costs too much
--Don't like the security deposit; why isn't it
refunded after a few months?
8
Environmental
Negative
--Want to hear more about what you do for the
programs not
environment
promoted
--Talk about off-peak usage, geothermal, nuclear
--Why not promote organic recycling?
--I want to learn more about the smart meter
--No incentive for geothermal heat pump
u
Not aware of rebate
Negative
--What efficiency rebate program?
programs
--Better communicate about rebate programs
--Difficult to access
--Ran out of funds
--Want more rebates
S
Trash service
Negative
--Service stinks
--Garbage trucks leave trash all over the street
--Container is broken but they don't replace
--Sometimes they don't show
Other:
--Occasional loss of water pressure (3)
-- Website could be more user friendly; hard to change my email; pay portal is clunky (3)
--You're a monopoly (2)
--Terrible customer service; staff is rude (2)
--I don't support going green (1)
--The new meter system will spy on us (1)
--I've been promised an underground power line since 2018 (1)
--Your new facility is overkill (1)
--The snowplow tore up my yard (1)
95
Net Promoter Score: "High Good Range"
Respondents were asked: 'How likely is it that you would recommend ERMU as a utility provider, even
though we are the only local electric and water utility?' Using the results from the question, the Net
Promoter Score was calculated. Scores can range from -100 to +100. A score of 0 to 49.9 is considered
good and a score of 50 or above is considered excellent.
In Q1, 2024, the NPS for ERMU was 39.6, down slightly from Q3 2023 and continuing in the high
"good" range. The NPS for ERMU for five quarters is shown in the table below.
ERMU NPS SCORES
Q1 2022, Q3 2022, Q1 2023, Q3 2023. Q1 2024
60.0 52.0
50.0 42.5 44.2
39.0 39.6
40.0
30.0
20.0
10.0
0.0 =
Q1, 2022 Q3, 2022 Q1, 2023 Q3, 2023 Spring, 2024
Net Promoter Score
U.
The Net Promoter Score (NPS) is calculated by taking the percentage of those who respond that are the
most satisfied (rated a 9 or 10, or promoters) and subtracting the percent of those who are the least
satisfied (rated a 0 to 6, or detractors). Those scoring a 7 or 8 are considered "neutral." The NPS is a
widely used benchmark.
Verbatims on Why NPS Score is Given
Respondents were asked why they gave ERMU a particular NPS score (promoter or detractor). A
significant 57 respondents wrote positive comments. Their full responses for Spring, 2024 are at the end
of the report, but common responses were:
NumberPositive
I"=
or
Typical Response
Negative
Responsesof
58
No problems,
Positive
--Like service
satisfied
--Rates are fair
--Zero issues
--Friendly
--Dependable
28
Only choice
Neutral or
--Competition would bring down rates
negative
--It's just a fact which makes this question
irrelevant
--Monopoly
15
Expensive
Negative
--High cost of rates, fees
--Rates have been increasing
Other comment:
--I want to know more about ERMU's efforts to be environmentally friendly and rebate programs (1)
All verbatims for this question are at the end of the report.
97
Efforts to be involved in the community has a stable rating
Respondents to the survey were asked: "Please rate ERMU's efforts to be involved in the community"
where 1 is low involvement and 10 is high involvement. The average scores are shown in the chart
below. The average score for this measure was 7.5 in Spring 2024, up slightly from 7.3 in Q3 2023. The
trend has been somewhat downward, but steady, since measurement began in Q1, 2022.
9
8.5
8.5
ERMU's Efforts to Be Involved
in Community
Q1 2022, Q3 2022, Q1 2023, Q3 2023, Spring 2024
1 is low involvement and 10 is high involvement
(Average score)
8
7.6 7.5 7.5
7.5 7.3
7
6.5
Q1, 2022 Q3, 2022 Q1, 2023 Q3, 2023 Spring, 2024
10
M
Communication Experience with ERMU Past 12 Months
The communications experience is rated very high and remains consistent
62.2%of respondents had not communicated with ERMU in the Spring of 2024 and 37.8% had
communicated. If customers had interacted, they were asked to rate their satisfaction with the
interaction on a scale of 1 to 10, where 10 is satisfied and 1 is dissatisfied. Their responses are shown in
the chart below. In Spring 2024, the average interaction score was 8.3 out of 10, down slightly from the
Q3 2023 rating of 8.4.
Rating of Satisfaction with ERMU Communications
1 = Dissatisfied and 10 = Satisfied
Average Score
8.55
8.5
8.5
8.45
8.4
8.4
8.35 8.3 8.3
8.3
8.25 8.2
8.2
8.15
8.1
8.05
Q1, 2022 Q3, 2022 Q1, 2023 Q3, 2023 Spring, 2024
Verbatims on Interaction with ERMU
Respondents were asked to describe their interaction with ERMU. About 88% of verbatim comments
were positive. These verbatim responses combine responses to questions 4 and 6 on the survey, both of
which ask about ERMU staff experiences.
59 Staff were helpful and I Positive
positive
11
--Helpful
--Kind
--Reasonable
--Went out of the way to find additional
rebate
--Wonderful
--Quick service
--Professional and available
--Resolved issue
Other comments:
--Didn't like the required deposit (1)
--Not friendly or caring (1)
--Didn't like the extra charge (1)
--Didn't solve my problem (2)
--Garbage man is on a power trip (1)
--Solar panel info not good (1)
--Changing my credit card was difficult (1)
--When job was done, neighbors got cement and I got asphalt (1)
--Budget plan confused me (1)
--Didn't understand why I didn't qualify for the pool heater rebate (1)
12
100
ERMU customer newsletter is the most preferred method of communication
Respondents were asked: "How would you like ERMU to communicate with you? Check your top I"
Shown in the chart below, the customer newsletter is the most preferred way (with 61.7% of
respondents selecting this option), and the ERMU website comes in second (37.8%). "Text" and "local
newspaper" are tied for the third preferred way (23.5%). These preferences are mostly consistent across
five surveys.
Preferred Method of Communication from ERMU
Q1, 2022, Q3, 2022, Q1 2023, Q3 2023, Spring 2024
% of total response
Customer newsletter
ERMU website 37.8%
Text (not currently available) 23.5%
Local newspaper 23.5%
7.8%
Social media
6.5%
Live chat (not currently available) O
■ Spring, 2024 Q3, 2023 ■ Q1, 2023 ■ Q3, 2022 ■ Q1, 2022
Social media mentions Spring, 2024
Facebook, 12 mentions
Instagram, 3 mentions
Gmail, 2 mentions
X, 1 mention
Other mentions Spring, 2024
Email, 22 mentions
Phone call if needed, 5 mentions
Mail, 5 mentions
Staff at office, 2 mentions
13
61.7%
101
-evel of Satisfaction with ERMU Staff slightly down, but stable overall
Customers were asked to rate their level of satisfaction with ERMU's staff, on a scale of 1 to 10, where
10 is high satisfaction and 1 is low satisfaction. Their responses are shown in the chart below. The
average staff satisfaction score in Spring 204 was 8.3, down slightly from 8.7 in Q3 2023.
Rating of Satisfaction with ERMU's Staff
1 = low satisfaction and 10 = high satisfaction
Q1 2022, Q3 2022, Q1 2023, Q3 2023, Spring 2024
9 8.9
8.9 8.8
8.8
8.7
8.6
8.5
8.4
8.3
8.2
8.1
8
Q1, 2022 Q3, 2022
8.7
M
Q1, 2023 Q2, 2023
Average score
8.3
Spring, 2024
Verbatims on "Satisfaction with ERMU Staff"
Respondents were asked why they gave this staff satisfaction rating in Spring, 2024. The vast majority of
comments about staff were positive!
NumberPositive or Typical Response
Responsesof IMMIF Negative
27 Staff helpful Positive --Kind
--Non-judgmental
--Responsive
--Professional
--Nice
--Sincere
--Friendly
--Helpful
--Competent
14
102
3
Dissatisfied with
interaction
Negative
--I see field workers sitting idly
--The app billed me twice and the office staff
couldn't do anything about it
15
103
Rating of ERMU's Value for the Money has been dropping over time
Customers were asked to rate ERMU's value for the money on a scale of 1 to 10, where 10 is high value
and 1 is low value. Their responses are shown in the chart below. The average score for Spring 2024 was
6.9, down slightly from 7.2 in Q1 2023. The satisfaction trend for value is steadily decreasing over time.
7.8 7.7
7.6
7.4
7.2
7
6.8
6.6
6.4
Q1, 2022
Rating of ERMU's Value for the Money
1 = low value and 10 = high value
Average score
7°4...,
7.4
■
'■. 7.2
Q3, 2022 Q1, 2023 Q3, 2023
� Average Score ......••• Linear (Average Score)
6.9
Spring, 2024
Verbatims on "Value for the Money"
Respondents were asked why they gave this rating around value for the money. Responses were mixed.
While many said rates were too high, a significant number of respondents said they thought rates were
reasonable and fair! Others honestly didn't know how to evaluate the cost or how ERMU compared to
neighboring utilities.
Number° ositiveor Typical Respons
of egative
Responses
19 Rates too high Negative --Bill continues to skyrocket
--Getting more expensive
--Water and garbage costs high
11 Rates are reasonable Positive --Worth every penny
--Reasonable
--Fair
--Average
7 Not sure how to assess Neutral --How do our rates compare to the
value competition?
16
104
Other responses:
--Need competition to drive down price (3)
--Want more emphasis on saving energy (1)
--Silly street light fee is lame (1)
--Don't like spending money on this survey (1)
17
105
Demographics
Age: High participation across age groups, with largest participation ages 65+
The chart below breaks down the percentages of respondents to the survey by age in Spring, 2024. The
high response rate of customers ages 50 and older is typical for utility respondents, with lower
responses among younger customers. This Spring survey also had a high response rate in the ages 35-49
category.
65+, 44.9
RESPONDENT'S AGES
ERMU SPRING 2024
18-34, 4.3
18
-49, 20.1
30.8
106
ERMU Spring 2024 Actual Survey
We want to hear
R11-wiU.I... - from you!
At Elk River-keipal Utilides (ERMU), a top pda,fty Is the satltactbn of our electic and water customers
You have been randomly selected to give feedback. Your response is important and helps us provide exceptional
service aM valueto ya,.
You run also semi lcta thls survey online/ 6o to http://wrveys.gmarkettesearch.wm/s3/g12g2a
ar smn thh qR code kdth year —roahone: ❑.
Please return this survey by Friday, May so, in the postage paid envelope.
a. I please rate your level of satisfaction with ERMU in the following areas: Icneck ma appropr®te loom
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Why did you give these ratings?
2. How Likely is it that you would recommend ERMU as an electric and water utility provider?
Please ande:(mt at all likely) 0 1 2 3 4 5 6 7 8 9 10 (exlmmelylikely)
Whydldyou give this ratirg7
Please see other side!
END OF Spring 2024 REPORT
19
3. Marie rate ERMU's efforts to be involved in the community'.
Pleasearcleanumt— pownvohenEnO 1 2 3 4 5 6 7 8 9 10 Ih gh l-1,�Tent;
4. Have you communicated with ERMU in the pat. mordhs?
❑ Yes ❑ Ni,
❑yes. how tI are you with theinteraction?
Please circle a number (hg*d'issatisfed) 1 2 3 4 5 6 7 8 9 10 (hghlysei,fied)
Why did you give this rI
5. How would you like ERMU to communicate with you? (check top 3)
❑ ERMU website ❑ 5ocla1 media. (which do you ure?I
❑ Customer newsletter
❑ L—Lnewspaper ❑Text bwtcurrenftypvailablel
❑ ova chat enct cunendypvpilafNe) ❑ other'.
6. Please rat. your l.v.lof satisfaction with ERMU staff:
Pleasecireleanu t— powsatisfacton) 1 2 3 4 5 6 7 8 9 10 (highsatisfechm)
Why did you give this rating?
7. PL— rate ERMU's value for the money:
PLeasecireleanumber. Qow bl) 1 2 3 4 5 6 7 8 9 10 (high value)
Why did you gN. this rating?
8. Please tell u5 a little about yourself:
Age: ❑ 18-34 ❑ 35-49 ❑ 5064 ❑ 65r
9. Would you like ERMU tocontact you regarding your comments in the survey?
Y. ❑ 14o'. ❑
lye.. please provide your name. email arW Phone number:
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Name None
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107