SUB periodically works with an independent research vendor to conduct a residential customer satisfaction survey. The survey looks at several key areas, including utility-wide reliability, customer service, and communications.
This year, the survey window was open for 5 weeks during which all SUB residential customers were invited to participate. Customers were informed via our website, email, bill inserts, and our customer newsletter. SUB also provided hard copies of the questionnaire for those who preferred a non-digital experience. We had a strong response, receiving more than 800 completed surveys.
Overall, the results reflect solid customer support for the work SUB does every day to keep power and water reliable and affordable.
Here are some highlights:
*Nearly 9 out of 10 respondents (87.5%) rated the overall job SUB is doing positively.
*More than 8 out of 10 respondents (85%) were confident that SUB is working in the best interests of ratepayers.
*The study shows that the most highly rated characteristics were reliable water (87.9%) and electric service (87.1%), followed by easy-to-understand bills (85.2%), accurate billing (83.4%).
*When asked where SUB could improve, customers asked for more useful customer programs and services, and noted a preference for receiving outage information via text (83.7%) or email (43.1%). We also have opportunities to do more education around SUB’s preparedness efforts, with a quarter of respondents unsure of our new response measures, and our conservation programs, with close to half (44.8%) of respondents reporting being unfamiliar with offerings.
*When asked to rank their top priorities, respondents ranked low rates (71.8%), and investments in infrastructure to maintain electric reliability (67.8%) as the most important areas of focus.
We appreciated everyone who took time to respond to the survey. Thank you!