CUSTOMER SATISFACTION SURVEY

Transcription

1 ZEELAND BPW CUSTOMER SATISFACTION SURVEY Prepared By SDS RESEARCH Zeeland BPW,. Page 1

2 TABLE OF CONTENTS ZEELAND BOARD OF PUBLIC WORKS Overview 4 Highlights and conclusions 7 Top-Line Results 9 Verbatim Comments Word Cloud 14 Benchmarks 15 PAGE QUESTION BY QUESTION 17 Does Zeeland BPW provide you with: 18 Using a scale of 1 to 5, where 1 is not important and 5 is very important please indicate how important each of the following factors are to you. Q1. Providing Reliable Service: 19 Q2. Providing quality customer service: 20 Q3. Providing reasonable rates: 21 Q4. Are there any Other priorities you think are important? 22 Now, for the electric utility, please rate the BPW on their performance in these same areas. Q5. Providing Reliable Service: 23 Q6. Providing quality customer service: 24 Q7. Providing reasonable rates: 25 Now, for the water utility please rate the BPW on their performance in these same areas on a scale of 1 to 5. Q8. Providing Reliable Service: 26 Q9. Providing quality customer service: 27 Q10. Providing reasonable rates: 28 Q11. Are there any Other priorities you think are important for the water utility? 28 Q12. To what extent has utility s electric service met your expectations? Use a 1-5 scale where 1 is Falls short of your expectations and 5 is Exceeds your expectations. 29 Q13. Have you experienced an unplanned service interruption with your electric service within the last 12 months? 30 Q14. Was the problem corrected in a reasonable amount of time? 31 Q15. [If No] Please Explain: 31 Q16. Overall, how satisfied are you with the electric service provided by the BPW? Please use a scale of 1 to 5, where 1 is Very Unsatisfied and 5 is Very Satisfied. 32 Q17. Can you please tell me why you rated the Utility [1 3], [4], [5]? 33 Q18. Considering what you pay for what you receive, how do you rate the value of the electric service you receive? Use a 1-5 scale where 1 means not a very good value and 5 is a very good value. 34 Q19. How satisfied are you with the overall reliability of the electric service from Zeeland BPW? 35 Q20. Overall, how satisfied are you with the water service provided by the Zeeland BPW? Please use a scale of 1 to 5, where 1 is Very Unsatisfied and 5 is Very Satisfied. 36 Q21. Can you please tell me why you rated the Utility [1 3], [4], [5]? 37 SDS RESEARCH Zeeland BPW,. Page 2

3 TABLE OF CONTENTS (Continued) PAGE Q22. Considering what you pay for what you receive, how do you rate the value of your water service? 38 Q23. If given the opportunity to go with another utility service provider, how likely are you to continue as a customer of Zeeland BPW? A 1 rating means Very Unlikely to continue and 5 is Very Likely. 39 Q24. Considering all of your experiences with BPW employees, how do you rate the employees overall? Use a scale where 1 is a very negative experience and 5 is very positive experience. 40 Q25. Can you please tell me why you rated the Utility employees [1 3], [4], [5]? 41 Q26. Please rate Zeeland BPW office customer service representatives in terms of: courtesy, responsiveness, professionalism and problem solving. Rate 1 to 5 where 1 is Not effective and 5 is very effective. 42 Q27. How do you rate the monthly bill you receive from the Zeeland BPW in terms of easy to understand? Rate 1-5 where 1 is Not easy to understand and 5 is very easy to understand. 43 Q28. Do you believe the Zeeland BPW appropriately gives back to the community? 44 Q29. How do you rate the BPW on informing and communicating with you as a customer? Use a scale where 1 is poor and 5 is excellent. 45 Q30. Have you used the BPW Website? 46 Q31. What is your preferred method in the future of having the BPW communicate with customers? 47 Q32. What other utility services not currently provided would you like the Zeeland BPW to offer? 48 Q33. What is the single most important thing that Zeeland BPW can do to improve the way they deal with customer concerns? 48 Q34. Do you have any further comments or suggestions? 49 APPENDIX A (Verbatim Responses) 50 ALERTS REPORT 86 APPENDIX B (Cross tabulations by Type and Service) 87 APPENDIX C (Questionnaire) 102 SDS RESEARCH Zeeland BPW,. Page 3

4 OVERVIEW This report summarizes and highlights the findings of the Zeeland BPW Customer Satisfaction Survey. This is the first customer survey SDS has conducted for Zeeland BPW. SDS conducted a total of 450 telephone interviews with Zeeland BPW customers. Interviews were conducted during May of, ending on May 12 th. The average interview took approximately eight minutes to conduct. The survey addresses customer attitudes and opinions on topics such as overall satisfaction with Zeeland BPW s electric/water services, reliability and quality of services, interaction with staff, problem correction, billing and payment options, expectations and communication. Where applicable, results were compared to findings from the SDS Industry Benchmarks, a national Benchmark comprised of surveys conducted with more than 50 similar companies throughout the United States during the past 2 years. The first section of this report contains a top-line summary of key findings, including highlights and conclusions. Following the top-line summary are the results of the survey on a question-by-question basis which contains a bar chart and frequency table for each question. Any verbatim content analysis is included in this section. Following the question-by-question results are the Appendices, which include the verbatim comments offered by participants, cross tabulations by Type and Service, and the survey questionnaire. SDS RESEARCH Zeeland BPW,. Page 4

5 Alerts To promote Zeeland BPW s commitment to customer service, SDS provided the Alert Program in connection with this survey. When the SDS agent conducting the survey sensed a legitimate, unanswered complaint or sales need, with the customer s permission, the agent immediately communicated the concern to Zeeland BPW via . In the verbatim comments (found in Appendix A), the agent placed the symbol [A] after comments that required an alert response. If the concerned customer did not desire immediate contact from Zeeland BPW, the symbol [AN] was placed after the remark. An [AP] indicates that an alert has already been reported for the same customer giving the same response on a different question. Sampling & Margin of Error For this project, SDS used simple random sampling, providing each Zeeland BPW customer in the database an equal opportunity to be selected for the survey. The confidence level for this survey is 95%, with a margin of error of ± 4.4% for the combined data. In other words, the results presented here from the sample of 450 Zeeland BPW customers can be applied to the entire group from which the names were randomly selected (Zeeland BPW customer database of 4,755); with confidence that the results would be the same if all of those in the group had answered the survey questions. Please note that this margin of error is only applicable to aggregate results, and that the margin of error for questions with fewer respondents is higher. SDS RESEARCH Zeeland BPW,. Page 5

6 Net Positive Index (NPI) The NPI is the difference between combined top box and combined bottom box responses. This index gives an indication of the most satisfied versus the least satisfied customers. In SDS experience, customers who select an Excellent --or 5-- response (Top Box) for general satisfaction questions have had some experience or interaction that has motivated a more defined, positive perception. These customers are much more likely to demonstrate short and long-term loyalty to their service provider, due to the level of their satisfaction. Respondents who select the Good --or 4-- response may not be dissatisfied, but neither are they likely to demonstrate loyalty, while respondents who select a response between Fair or Poor --3, 2 or 1-- (Bottom Box) frequently have had some event or experience that has driven their perception to a lower level. In short, an NPI above 100 means that more respondents selected a Top Box response than selected a Bottom Box response, while an NPI below 100 means the opposite there were more Bottom Box responses than Top Box responses. By focusing on the net difference between the most satisfied and least satisfied customers, the NPI shows in one number the entire range of responses to each question. *Updating our NPI by adding 100 eliminates negative NPI s and facilitates comparisons where scales may differ. For a 5-pt question, the equation is [5 (3+2+1)] +100 = NPI. SDS RESEARCH Zeeland BPW,. Page 6

7 Highlights and Conclusions The following are highlights and general conclusions developed by SDS Research for the Zeeland BPW Customer Satisfaction Survey. These conclusions are subjective and intended to provide a broad overview of the survey results, including areas that appear to be customer hot buttons. Zeeland BPW will no doubt find additional insight and priorities in reviewing the results of the survey. 1. The Zeeland BPW Survey reflects a high level of satisfaction by most respondents. The combined Electric and Water NPI of 171 for overall satisfaction is 23 points above the SDS Industry Benchmark. The stratified verbatim responses found in the question-by-question section of this report identify the reasons respondents chose the quantitative ratings for the overall questions. They also add context to the quantitative choices. SDS recommends a careful review of the specifics to gain further insight into what motivates customer perception. 2. Respondents identify the importance of three priorities. Providing Reliable Service is rated as the top priority with an NPI of 193, followed by Providing reasonable rates at 172 and Providing quality customer service at 169. The corresponding performance ratings are comparable for reliable service and customer service, but considerably lower for reasonable rates. The priority NPI for Providing reasonable rates is 172, with performance ratings of 143 for electric service and 140 for water service. 3. The extent to which the BPW has met customer expectations is the only category below the Industry Benchmark. At an NPI of 139, meeting expectations is 17 points below the Benchmark of Electric reliability, at an NPI of 183, is 25 points above the Benchmark of 158 and the highest rating of the entire survey, while water value (NPI 143) and electric value (NPI 138) are an average 25 points above the Benchmark for value of Employees receive very high ratings of 184 for CSR s and 179 for all employees, which is higher by 16 points than the Benchmark. Ratings of employees represent a very important category since the perception of the utility most often comes from direct contact with employees. SDS recommends a monthly TouchPoint survey to monitor these interactions to demonstrate the importance that the utility places on customer care. 6. The ease of understanding the monthly bill is rated at an NPI of 173, with almost 80% in the Top Box. SDS RESEARCH Zeeland BPW,. Page 7

8 Highlights and Conclusions (Continued) 7. Ratings for overall communication are 17 points above the Benchmark at an NPI of Loyalty is one of the abstract values in customer research, especially for municipal utilities. We can evaluate the level of loyalty by determining how likely a customer would be to continue receiving power from Zeeland BPW if they had a choice. The NPI for this question is 164, higher than the Benchmark of 149 by 15 points. 9. Almost two-thirds of respondents feel that the BPW appropriately gives back to the community, while almost one-in-five say they have used the utility website. 10. A large number of verbatim comments were received. SDS suggests a careful review of the content analysis found in the question-by-question section of this report to determine what is driving customer opinions. Every comment is also listed in Appendix A by question number. 11. A particularly positive outcome of the survey is the 99% of respondents who feel that unplanned outages they experienced were corrected in an appropriate amount of time. 12. Due to lower ratings for the meeting of customer expectations, SDS recommends using a follow-up, open-ended question in future surveys to determine what expectations are not being met. 13. SDS Research is available to help with any of the above recommendations, including employee training and customer and employee research. SDS RESEARCH Zeeland BPW,. Page 8

9 Top-line Results Priorities and Performance The first part of the survey asked questions about to the priorities that Zeeland BPW should focus on and how well the utility performs in these same areas. The following tables show these ratings listed from highest to lowest NPI with an average in the last row: Priorities Ratings (Q1 Q3) First, Zeeland would like to know what customers think the utility s priorities should be. Using a scale of 1 to 5, where 1 is not important and 5 is very important please indicate how important each of the following factors are to you NPI Q1. Providing Reliable Service: Q3. Providing reasonable rates: Q2. Providing quality customer service: Average All numbers in tables are percentages rounded to the nearest whole number. Customers rated Providing Reliable Service as the highest priority, followed by Providing reasonable rates and then Providing quality customer service. Question 4 asked if there were any other priorities that the respondent thought were important; there were a total of 48 respondents, 17 mentioned Less power outages/ sustainability. The following are the performance ratings for the electric utility: Performance Ratings ELECTRIC (Q5 Q7) Now, for the electric utility, please rate the BPW on their performance in these same areas NPI Q5. Providing Reliable Service: Q6. Providing quality customer service: Q7. Providing reasonable rates: Average All numbers in tables are percentages rounded to the nearest whole number. SDS RESEARCH Zeeland BPW,. Page 9

10 Priorities and Performance (Continued) The following are the performance ratings for the water utility: Performance Ratings WATER (Q8 Q10) Now, for the electric utility, please rate the BPW on their performance in these same areas NPI Q8. Providing Reliable Service: Q9. Providing quality customer service: Q10. Providing reasonable rates: Average All numbers in tables are percentages rounded to the nearest whole number. The only notable difference between the priorities customers feel are important and the performance ratings is in Providing reasonable rates. The priority NPI is 172, while the electric performance is 143 and water is 140 for reasonable rates. It is interesting to note that customer service performance is higher, at 175 for electric and 172 for water, than the NPI for the priority for Providing quality customer service at 169. Question 11 asked if there were any other priorities that the respondent thought were important for the water utility; there were a total of 21 respondents, 16 mentioned Quality of water/ cleaner water, and 3 mentioned Reduce the rates/lower the rates. SDS RESEARCH Zeeland BPW,. Page 10

11 Overall Ratings The overall utility ratings (satisfaction, value, communication, etc ) are shown below by service. The ratings were given on a 5-point scale with 5 being the most positive and 1 being the most negative. The following table shows these ratings with NPI s for each: Overall Ratings ELECTRIC NPI Electric Service Expectations (Q12) Electric Service Satisfaction (Q16) Electric Service Value (Q18) Electric Reliability (Q19) Loyalty (Q23) Employees (Q24) Communication (Q29) Average All numbers in tables are percentages rounded to the nearest whole number. Slightly less than one-quarter (24%) said that they have experienced an unplanned service interruption with their electric service in the past 12 months (Q13). Of these, 99% say it was corrected in a reasonable amount of time (Q14). Overall Ratings WATER NPI Water Service Satisfaction (Q20) Water Service Value (Q22) Loyalty (Q23) Employees (Q24) Communication (Q29) Average All numbers in tables are percentages rounded to the nearest whole number. SDS RESEARCH Zeeland BPW,. Page 11

12 Employees Employees NPI Employees (Q24) CSR s (customer service) (Q26) Average All numbers in tables are percentages rounded to the nearest whole number. Respondents give employees very high Top Box (5) ratings, above 80%, and very low Bottom Box ratings, giving an average NPI of 182 for all employees and CSR s. Communication and Community Monthly Bill (Q27) NPI Q27. How do you rate the monthly bill you receive from the Zeeland BPW in terms of easy to understand? Rate 1-5 where 1 is Not easy to understand and 5 is very easy to understand. All numbers in tables are percentages rounded to the nearest whole number When asked if they believe the Zeeland BPW appropriately gives back to the community (Q28), almost two-thirds of respondents (66%) said Yes, 1% selected No, and 33% selected Don t Know. Slightly less than one-in-five respondents (19%) said Yes, when asked if they have used the BPW website (Q30). When asked their preferred method in the future to have the BPW communicate with customers, over half (54%), said Mail, about one-quarter (26%) said , 12% said by Phone, 2% each said Text Messaging or Website, and less than one percent said Social Media. Additionally, about 3% selected something Other than the options listed. These verbatim comments can be found in Appendix A in their entirety. SDS RESEARCH Zeeland BPW,. Page 12

13 Other Issues Questions 32, 33 and 34 are verbatim response. Question 32 asked what other utility services not currently provided would you like the Zeeland BPW to offer? Of the total 110 respondents, 50 mentioned Natural gas, 38 said Internet, and 9 mentioned TV. For all responses, please see the analysis in the question-by-question section and all verbatim comments in Appendix A. The most important things that Zeeland BPW can do to improve the way they deal with customer concerns, as represented by Question 33, are; Good customer service (10 mentioned), Better price/ lower the rates (10 mentioned), and Faster response time (8 mentioned). There were a total of 66 respondents for Q33. Additional comments or suggestions in Question 34 include Pleased/ happy/ satisfied (42 mentioned), Give us rebates/ lower the cost (7 mentioned), and Billing by (3 mentioned). There were a total of 70 respondents for Q34. Again please see the analysis in the question-by-question section, and all comments received in Appendix A of this report. SDS RESEARCH Zeeland BPW,. Page 13

14 VERBATIM COMMENTS WORD CLOUD Definition A visual representation for text data, typically used to depict keyword metadata (tags) on websites, or to visualize free form text. Tags are usually single words, and the importance of each tag is shown with font size or color. This format is useful for quickly perceiving the most prominent terms and for locating a term alphabetically to determine its relative prominence. This Word Cloud was formed with all verbatim comments from questions 33 and 34 of this survey: Created using SDS RESEARCH Zeeland BPW,. Page 14

15 Industry Benchmark The following is a comparison between Zeeland BPW s survey ratings and the SDS Industry Benchmark in the following key areas Overall Satisfaction, Expectations, Value, Reliability, Loyalty, Employees, and Communication. The SDS benchmark numbers include data collected by SDS over the previous 2 years, with data coming from approximately 50 municipal utility surveys throughout the country. In order to make these comparisons, key questions were selected which best match those included in the Industry Benchmark. Please note that some differences may exist between question phrasing and content. However, the general nature of this comparison is relevant to Zeeland BPW s ratings. The following questions from this project were included: Benchmark Comparisons Zeeland NPI Benchmark NPI Diff. Overall (Q16 and Q20 avg.) Expectations (Q12)* Value (Q18 and Q22 avg.) Reliability (Q19)* Loyalty (Q23) Employees (Q24) Communication (Q29) All numbers in tables are percentages rounded to the nearest whole number. *Electric only. Notables; Decrease, Increase. ( 5) The greatest difference is tied between Value and Reliability with +25 each. All Zeeland ratings are above the Benchmarks, except Expectations, which is 17 points below. The chart on the following page compares the Zeeland BPW ratings to the current Industry Benchmark ratings and includes the Net Positive Index (NPI) numbers for all key categories. SDS RESEARCH Zeeland BPW,. Page 15

16 Zeeland BPW vs. Industry Benchmark Industry benchmark results are based on net positive index responses from 50+ utility customer satisfaction surveys performed by SDS Research. Because response scales on individual surveys may vary, the NPI is most appropriate for comparison purposes. *Please note that for Overall Satisfaction and Value, the Zeeland ratings are the average of both the Electric and Water ratings. Also, for Expectations and Reliability, only electric ratings are used for both Zeeland and the Benchmark. SDS RESEARCH Zeeland BPW,. Page 16

17 QUESTION-BY-QUESTION RESULTS SDS RESEARCH Zeeland BPW,. Page 17

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22 Q4. Please indicate how important each of the following factors are to you. Other: Less power outages/ sustainability 17 Better water quality 5 View my bill online/ Internet service 5 Improve rates 4 Better customer service/ communicate better 3 Be more environmental friendly 2 Help more with lower cost 2 Very pleased/ good job 2 Electric safety 2 Various response 6 Total respondents 48 Please see Appendix A for further comments regarding this question. SDS RESEARCH Zeeland BPW,. Page 22

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28 Q11. Are there any other priorities you think are important for the water utility? Quality of water/ cleaner water 16 Reduce the rates/lower the rates 3 Various response 2 Total respondents 21 Please see Appendix A for further comments regarding this question. SDS RESEARCH Zeeland BPW,. Page 28

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31 Q15. [If No] Please explain: Have you experienced an unplanned service interruption with your electric service within the last 12 months? Prompt response time 2 Total respondents 2 Please see Appendix A for further comments regarding this question. SDS RESEARCH Zeeland BPW,. Page 31

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33 Q17. Can you please tell me why you rated the utility 1-3? (Overall, how satisfied are you with the electric service provided by the BPW?) The cost is too high 3 Better customer service 2 Have short outages 2 No reason 1 Various response 4 Total respondents 12 Q17. Can you please tell me why you rated the utility 4? (Overall, how satisfied are you with the electric service provided by the BPW?) Nothing/ no/ no reason 30 Lower the rates/ compared rates 14 They do a good job/ fine/ ok 13 No problem 8 Quick to respond/ reliable 5 You have not exceeded/ no one s perfect 3 Very few outages 2 Too many outages 2 They go out of their way 1 Various response 5 Total respondents 83 Q17. Can you please tell me why you rated the utility 5? (Overall, how satisfied are you with the electric service provided by the BPW?) No problems/ no issues 110 Satisfied/ good/ great service 88 Dependable/ reliability/ no outages 64 No/ nothing/ no opinion 34 Quick to respond/ very prompt 9 Reasonable rates 6 Various response 8 Total respondents 319 Please see Appendix A for further comments regarding this question. SDS RESEARCH Zeeland BPW,. Page 33

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37 Q21. Can you please tell me why you rated the Utility 1-3? (Overall, how satisfied are you with the water service provided by the Zeeland BPW?) The quality of the water/ discoloration 5 Cost of water/ lower the cost 3 No reason/ good service 2 Various response 4 Total respondents 14 Q21. Can you please tell me why you rated the Utility 4? (Overall, how satisfied are you with the water service provided by the Zeeland BPW?) No/ nothing/ no reason 20 Good job/ good water/ satisfied 12 Lower the cost 7 The quality could be better 5 No problem 4 Various response 5 Total respondents 54 Q21. Can you please tell me why you rated the Utility 5? (Overall, how satisfied are you with the water service provided by the Zeeland BPW?) I have no problems 75 Nothing/ No / I don t know 35 Excellent/ good 20 The quality 14 Reliability 12 Good price 3 Very prompt 1 Various response 6 Total respondents 166 Please see Appendix A for further comments regarding this question. SDS RESEARCH Zeeland BPW,. Page 37

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41 Q25. Can you please tell me why you rated the Utility employees 1-3? (Considering all of your experiences with BPW employees, how do you rate the employees overall?) Better customer service 4 Billing needs work 1 Not really 1 No reason 1 Various response 3 Total respondents 10 Q25. Can you please tell me why you rated the Utility employees 4? (Considering all of your experiences with BPW employees, how do you rate the employees overall?) No/ no comment/ nothing/ no reason 18 Helpful/ good/ ok/ friendly service 11 No problem/ no issues 6 No one is perfect 3 Quick to respond 2 Tree trimming problems 1 Good customer service 1 They need to work with people better 1 Various response 4 Total respondents 47 Q25. Can you please tell me why you rated the Utility employees 5? (Considering all of your experiences with BPW employees, how do you rate the employees overall?) Polite/ courteous/ helpful/ good/ friendly 159 Nothing/ no/ no opinion/ I don t know 40 No issues/ no problems 36 Quick to respond 13 Reliable 4 Great communication 3 Various response 9 Total respondents 255 ***Some respondents gave multiple answers*** Please see Appendix A for further comments regarding this question. SDS RESEARCH Zeeland BPW,. Page 41

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47 Q31. Other: *No, Nothing and No comments removed* /mail 5 Telephone 2 Bill inserts 1 Various response 3 Total respondents 11 Please see Appendix A for further comments regarding this question. SDS RESEARCH Zeeland BPW,. Page 47

48 Q32. What other utility services not currently provided would you like the Zeeland BPW to offer? *No, Nothing and No comments removed* Natural gas 50 Internet 38 TV 9 Phone 6 Electric 6 Water/ sewer 6 Curbside recycling 6 Lower the price 2 News letter 1 Offer clean up 1 Various response 3 Total respondents 110 ***Some respondents gave multiple answers*** Please see Appendix A for further comments regarding this question. Q33. What is the single most important thing that Zeeland BPW can do to improve the way they deal with customer concerns? *Nothing, no, no comment removed* Good customer service 10 Better price/ lower the rates 10 Faster response time 8 Better billing system 5 Use Internet 5 Auto pay made easy 4 Work with customers better 4 A newsletter 3 Be reliable for their own actions 3 No problems 2 Fix the water quality 2 Notify us on outages 2 Various response 6 Total respondents 66 Please see Appendix A for further comments regarding this question. SDS RESEARCH Zeeland BPW,. Page 48

49 Q34. Do you have any further comments or suggestions? *Nothing, no, no comment removed* Pleased/ happy/ satisfied 42 Give us rebates/ lower the cost 7 Billing by 3 No problem 3 Offer Internet/ cable/ Internet services 2 More underground electric 2 Keep up with surges 1 Various response 10 Total respondents 70 Please see Appendix A for further comments regarding this question. SDS RESEARCH Zeeland BPW,. Page 49

50 APPENDIX A SDS RESEARCH Zeeland BPW,. Page 50

51 APPENDIX A DESCRIPTION ZEELAND BOARD OF PUBLIC WORKS The following pages contain the verbatim comments received for the Zeeland BPW customer satisfaction survey. The verbatim comments are organized by question number, and every comment received by SDS is included. A customer ID number accompanies each comment. This tagging method allows readers to identify a single customer s remarks throughout the survey, retaining customer anonymity as guaranteed by SDS Agents in the introduction to the survey. In connection with the SDS Alert program, when the SDS agent conducting the survey sensed a legitimate, unanswered complaint or need from a verbatim comment received, with the customer s permission the agent immediately communicated the concern to Zeeland BPW via . In the following comments, the symbol [A] identifies comments that generated an alert response. If the customer being interviewed did not desire contact from Zeeland BPW, the symbol [AN] was placed after the remark. An [AP] indicates that an alert has already been reported for the same customer giving the same response on a different question. There are a total of 5 Alerts, 5 [AN], and 2 [AP]. SDS RESEARCH Zeeland BPW,. Page 51

52 Zeeland BPW Verbatim Comments ZEELAND BOARD OF PUBLIC WORKS Q4. Please indicate how important each of the following factors are to you. Other: 4 Competitive pricing. 10 Service recovery after a storm. 34 The CFL bulbs burn out too quick. 39 Very pleased. 40 I think they should consider long term consistency. Plan ahead so that costs don't spike in unforeseen circumstances. 46 Make sure the power is restored when there is an unscheduled outage. 51 View my bill online. 58 Sustainability. 63 Environmental stewardship. 94 I think you should help more with low income people. 138 I would add communication in terms of energy security and sustainability. 153 Yes the service of checking on the people with oxygen and letting them know if power is going off. 178 Internet service. 185 A backup system. 189 Water quality. 211 I think that they have enough employees to repair storm damage. 232 Consistency of electricity. 235 Service calls when I lose power. 244 The ability to restore power. 255 You are already doing a good job. 257 Bills keep going up, if you could work on that it would be great. 261 When there is a problem such as during storm damage restoring at peak capacity. 263 Quality of contact with customer service. 273 Be more environmentally friendly. 282 Their ability to stay fuel efficient. I also pay online but cannot view the account online so online account access. 292 A quick response to problems. 295 Ease of contact with the customer service. 300 Clean water. 305 Communicate a little better. 310 The return on investment of the wind turbines is bad. That was a bad investment. We shouldn't have to pay for their mistakes. 334 More underground without raising costs. 339 Easy bill payment methods and the availability of easier on-line methods. 338 They should work with customers when they have trouble paying their bill. 340 Quality of product. 347 Emergency service. 349 Maintain their lines so we won't have power surges. 351 Electric safety information. SDS RESEARCH Zeeland BPW,. Page 52

53 Q4. Please indicate how important each of the following factors are to you. Other: (Continued) 368 No shortage of water. 387 A choice on our utility provider. 401 Sustainability I would like to see them explore green energies. 411 Keep it running. 413 Energy conservation education. 416 Maintain the infrastructure. 432 Response time on problems. 462 Maintain water quality. 495 Dependability. 502 Very quick responsiveness. 515 Electronic billing. Q11. Are there any other priorities you think are important for the water utility? 63 Conservation. 82 Pat The water quality is not good. Two and a half years ago there was pipe work done; now we have rust and mud in the water. You have to let the water run for forty-five minutes to remove the mud and rust from the system. [A] 111 Clean water. 121 It would be nice to get a breakdown on water purity. 167 The quality of the water is important. 174 Quality of the product. 189 The quality of the water. I am concerned about what might be in the drinking water. 196 Quality of the water. 263 Not to expand the water treatment plant. 291 Water quality. 308 Special rates over the summer. 330 Clean water. 340 Quality of products. 374 I think the pipes need to be updated. 390 The rates are high. 401 Maintaining the state drinking water supply. 407 I don't have good water pressure. I feel it happened when they redid the road they should have fixed. 492 Providing opportunities for the landlord to divide the water supply between tenants for a duplex. 495 Dependability. 506 Clean water. 511 The water smells like sewage sometimes by the cemetery. SDS RESEARCH Zeeland BPW,. Page 53

54 Q15. [If No] Please explain: Have you experienced an unplanned service interruption with your electric service within the last 12 months? 129 They were quick. 209 It was a short outage. Q17. Can you please tell me why you rated the utility 1-3? (Overall, how satisfied are you with the electric service provided by the BPW?) 130 Have short outages. 167 The cost is too high. 170 You don't do anything out of the ordinary. 184 I had an issue with them one time, where they changed my name. It was resolved but they were somewhat rude over the telephone with me. 189 The rates are a little high. 218 As a land lord I don't think it is right to have to pay the tenants light bill if they don't. 237 The rates. 271 We had some electrical fires where we used to live before. 326 Lower the rates. 433 No reason. 460 They are not excellent. 494 Because of the ongoing issues I am having right now. Q17. Can you please tell me why you rated the utility 4? (Overall, how satisfied are you with the electric service provided by the BPW?) 14 Nothing. 16 There is always room for improvement. It would be nice to know what other company s rates are. 18 You haven't exceeded my expectations. 20 Nothing. 22 No. 27 Too many outages. 29 They do a good job. 47 That is good isn't it. They offer a reliable service. 49 They have good service. 56 Prices too high. 63 Cost of the water. 67 The price could be better. 68 The rates are too high. 82 Down times are minimal and quickly resolved. 85 No. 90 No. 95 No. SDS RESEARCH Zeeland BPW,. Page 54

55 Q17. Can you please tell me why you rated the utility 4? (Overall, how satisfied are you with the electric service provided by the BPW?) (Continued) 104 Nothing. 109 The rates are a little high. 113 No one is perfect. 116 That s how I feel. 118 Nothing. 135 No. 134 The rates are a little high. 142 No reason. 148 Too expensive. 157 No reason. 180 Overall I think you are doing a good job. 185 No real reason. They are community minded. I would like to see underground utility line. 187 We get brief power outages that only last a minute or so but are very annoying. 196 You are pretty good. 199 They have been very reliable. 214 No. 228 Great, just not perfect. 234 No. 239 No. 249 No reason. 256 Rates are too high. 265 No problems. 267 They have met my expectation of providing reliable service but the cost should be lower. 274 No problems. 283 It could be cheaper. 302 I would like auto pay on web site, other than that they are good. 305 They do a good job. 314 Never any major problems. 316 No problems. 322 Very few outages. 329 No reason. 337 No major problems. 336 No issues. 339 No reason. 351 We double paid our bill and they called to let us know about that mistake and make sure that we were sure that we hadn't meant to send that payment to another utility. 356 No. 358 Good service but the rates are a little high. 369 No reason. 374 No 378 It seems like everything is going up on cost. SDS RESEARCH Zeeland BPW,. Page 55

56 Q17. Can you please tell me why you rated the utility 4? (Overall, how satisfied are you with the electric service provided by the BPW?) (Continued) 405 Doing a good job. 406 No reason. 408 OK. 407 There are certain things that could be better on the service. 430 No reason. 448 Good service. 453 Nothing. 455 I have had few problems. The quality of water could be better. 456 Very reliable. 458 Nothing. 462 Costs. 464 No problems. 469 Its fine. 468 I don t get very many outages. 471 Very reliable, but no company is perfect. 477 The service is reliable. 497 Nothing. 500 Nothing. 507 I don't have any other to compare it to. 509 No problems. 512 There is always room for improvement. 515 I haven't had much experience with the utility. 518 No. 521 No real problems. 529 Ok. 538 Few problems. Q17. Can you please tell me why you rated the utility 5? (Overall, how satisfied are you with the electric service provided by the BPW?) 1 Good service. 5 There are no outages. 6 They always answer any question. 8 I have had no power outages. 7 I haven't had any problems. 9 There are no outages. 13 Good service. 15 I've never had any issues. 17 No opinion. 23 Personally dealing with me and the reliability of the service. 26 I think they respond quickly. 25 We haven't had any major problems. 28 No opinion. SDS RESEARCH Zeeland BPW,. Page 56

57 Q17. Can you please tell me why you rated the utility 5? (Overall, how satisfied are you with the electric service provided by the BPW?) (Continued) 31 No problems. 32 Nothing. 34 No problems. 35 Good service. 36 No problems. 39 Great service. 38 I've had no problems and you are very dependable. 40 All factors. I have had no problem with the service the price is fair and when I call for support I receive support. 43 The service is good and the prices are reasonable. 44 You do a good job. 45 No issues. 46 No. 48 I'm really satisfied. 52 No. 51 Good service. 54 No. 57 It is reliable. 58 Very reliable. 59 No bad occurrences. 60 I don't know. 61 I haven't had any problems. 64 I like the fact that I don't lose power during the storms. 62 No problems. 66 No problems. 72 It has never gone out. 73 No problems and rates are great. 75 Very pleased. 74 No problems. 80 Good service. 81 Good service, reliable. 83 Good service. 84 No. 87 No. 89 No. 91 Nothing. 92 No. 94 I am one of the low income people and you work with me very well. 93 You never give us any problems. 97 Very good. 98 Good service. 99 No. 100 No problems. 102 Great service when I need it. SDS RESEARCH Zeeland BPW,. Page 57

58 Q17. Can you please tell me why you rated the utility 5? (Overall, how satisfied are you with the electric service provided by the BPW?) (Continued) 101 Good reliable service. 105 Good service. 103 I've only had one interruption in the last twelve months. 106 No problems. 107 No. 111 You know me by name. Service is good quality service. 112 Good service, no problem. 117 We have electric all the time. 115 No problems. 119 No. 120 No problems. 122 No problems. 121 No problems. 123 We haven't had any problems. 125 Good service. 124 No problems. 126 No problem. 127 Good service. 128 They have great customer service. 129 Price and reliability. 131 In the eleven years that I have been a customer, my power had never gone out. 132 I haven't had any problems. 136 No problems. 137 No. 138 It is reliable. 139 Good service, no problems. 141 No problems. 143 I've never had any problems. 144 I have no complaint. 146 No. 140 No problems. 152 No reason. 155 No issues. 154 We haven't had any issues. 153 They check on me when the power goes out and let me know if the power is going to be off. 158 I am satisfied. 161 No issues. 165 No reason. 164 Great service no complains at all. 168 Nothing. 172 No problems. 174 I don't have any outages and I have no complaints. 176 No problems. SDS RESEARCH Zeeland BPW,. Page 58

59 Q17. Can you please tell me why you rated the utility 5? (Overall, how satisfied are you with the electric service provided by the BPW?) (Continued) 178 No problems. 181 I have never had any problem. 183 No issues. 190 Never had a problem. 191 Everything has been excellent. 192 They provide service. Rates are reasonable. 193 You are doing an excellent job. 197 I haven't had any problems. 200 You always take care of customers. 202 It is seamless I don't know they re there and cost is good. 203 No reason. 205 I generally don't have problems. 207 You provide outstanding customer service. 208 Its reliable. 209 I have not felt we have any reason to be dissatisfied. 210 Its reliable. 211 I have reliable electricity at a reasonable rate and no flickers. 212 They are a good service. I have lived here many years and have never had any problems but one and it was corrected quickly. 215 No. 216 Has never been a problem. 217 Lights are on. 219 No. 222 You provide nice clean electricity. 223 No. 221 I have no problems. 224 Good service. 225 No problems. 226 Reliability and quality. 230 No problems. 229 I'm thrilled with the rates. 231 No. 232 Consistency of the electric service. 233 No problems. 236 Everything is good. 235 Reliability. Your effort to get it online. 238 Good service. 241 No problems. 240 No trouble. 244 No. 245 Satisfied with my service. 246 No problems. 247 I moved here a couple of years ago. My previous utility rates were higher and service was not as good. SDS RESEARCH Zeeland BPW,. Page 59

60 Q17. Can you please tell me why you rated the utility 5? (Overall, how satisfied are you with the electric service provided by the BPW?) (Continued) 248 No problems. 252 Nothing. 251 Never without power. 250 I haven't had any problems. 254 We have had continuous service we do the automatic bill pay. 255 Everything is being covered. 257 We are just very satisfied. 258 No. 259 You do well. 260 No problems. 262 Everything is good without problems. 261 I haven't had any problem everything has run smoothly. 266 No problems. 264 No problems. 263 Service is ok. 269 I've had no power outages. You work with me on my bills. 270 Reliability of the service. 272 Nothing. 273 We have never had a problem. 275 No reason. 276 You service is excellent. 278 They are a very good company. 280 No outages. 279 No problems. 282 There has been no interruption and when I call they are helpful. 281 It is reliable. 285 I have never had any outages they are reliable. 284 We always have electric. 286 I don't have to worry about it is reliable. 287 It is reliable. 288 It never goes out. Our lines are underground. 289 They are prompt and reliable. 291 No. 293 We haven't had any problems. 294 I live in a condo and all the electricity is underground and there are no problems with storms. 295 I am very satisfied the cost would be only issue. 296 I have only been without out power three times. 297 I have had uninterrupted service in the last two years. 298 We don't have any problems. 299 They are prompt to respond to problems from their customers. 300 I've had no outages. 304 No problems. 307 No complaints. SDS RESEARCH Zeeland BPW,. Page 60

61 Q17. Can you please tell me why you rated the utility 5? (Overall, how satisfied are you with the electric service provided by the BPW?) (Continued) 303 Good service. 308 You are good people. 311 Good service, very responsive. 310 It is reliable. 313 I haven't had any problems. 317 No problems. 315 I have no outages. 319 I haven't had any problem. 320 It is reliable. 321 We never have problems. 323 Good service. 324 Good service. 327 No. 325 I've had no problems with my service. 328 No. 330 No comment. 331 The electricity is reliable. 335 No issues. 334 Nothing. 340 No problems. 341 Nothing. 342 It is reliable. 343 Worry free service. 345 Good service. 346 They do a great job. 347 I haven't needed you and when I do need you, you are there. 348 Good service. 349 Good service. 352 Good service. 353 It is reliable service. 354 Very responsive. 357 It is reliable. 359 I think it is reasonable on price and there are no interruptions. The customer service is always friendly and helpful. 360 No problems. 361 I have power when my neighbors do not. 363 I am not having outages. 365 We did have Consumers Electric before and they are nowhere near as good as Zeeland BPW. 366 No problems. 370 No issues with my service. 371 No reason. 373 It is reliable. 375 No problems. SDS RESEARCH Zeeland BPW,. Page 61

62 Q17. Can you please tell me why you rated the utility 5? (Overall, how satisfied are you with the electric service provided by the BPW?) (Continued) 376 It is reliable. 377 There are no interruptions in the service it is a good price and customer service is good. 379 Its reliable. 380 We have never had any problem. 381 It is reliable. 382 They are easy to work with. It is easy to contact them. 384 No problems. 383 No. 385 It seems they respond quickly when there is an outage. 386 Good service. 388 No issues at all. 389 Done a very good job. 391 No. 390 Never an interruption with my service and the customer service is outstanding. 393 Never had any difficulties with the service. 394 Very efficient and reliable. 395 Nothing. 396 No problems. 398 No problems. 400 Good service. 399 No problems. No issues, no outages, reasonable rates. 401 When we turn the lights on they work if they didn't I imagine we could fix it right away. 402 Good service. 403 Great service. 404 Good service. 409 No problems. 410 I would say because I have not noticed it being expensive and when it goes out it is quickly fixed. Any questions are always answered. 413 Good service and affordable rates and reliability. 415 Because of the cost. 417 Because they have been wonderful to work with. 416 Very reliable. 419 Good service. 418 Its reliable. 420 Good service. 421 No problems. 423 You have always been very timely with any service requests. 425 Friendly and good service. 431 We didn't have to deal with them. 437 No problems. 436 No problems. 438 Good service. SDS RESEARCH Zeeland BPW,. Page 62

63 Q17. Can you please tell me why you rated the utility 5? (Overall, how satisfied are you with the electric service provided by the BPW?) (Continued) 440 No problems. 439 They do a good job. 441 I have had no problems. 442 It's been great. 443 I have had no problems. I've had other power providers and this is the best. 444 No. 446 The service is real reliable and I have no worries. 447 No. 451 Good service. 452 I have only had one outage during the time I have had them. 454 You have done really well and constantly consistent. 457 They offer good customer service. 461 It is much cheaper than my gas bill and it s very reliable. 466 Good service. 467 We have hardly had any outages and they are always concerned with their customers. 470 We haven't had any issues and they are very accommodating. 472 Good service. 474 I have never had a problem and the customer service is good. I like the lights give a way. 473 They are very friendly. 475 I don't lose power much and they are good on restoring service. 479 No problems. 478 It is so dependable. 482 I just never have problems. When there is they are always responsive. 483 It is reasonable. 484 We don't have any issues. 485 Its reliable. 488 We have really good service. 490 Everything is great. 491 No. 492 No problems. 495 Very dependable. 496 Good service. 498 No problems. 499 Very good service. 501 Great service. 503 I have always had good service. 502 Very seldom interruptions. 504 No problems. 505 Nothing. 506 Rates are good and I have had no problem. 510 The service is reliable. 511 No issues. SDS RESEARCH Zeeland BPW,. Page 63

64 Q17. Can you please tell me why you rated the utility 5? (Overall, how satisfied are you with the electric service provided by the BPW?) (Continued) 514 Good service. 517 Good service. 516 No problems. 519 There great. 520 They do a good job. 524 Good service. 525 No problems. 527 They do a good job. 528 No problems. 530 No problems. 532 No problems. 533 OK. 534 No outages. No more than ten seconds off. 535 We have has no problems. 536 No problems. 537 We haven't had any problem. Q21. Can you please tell me why you rated the Utility 1-3? (Overall, how satisfied are you with the water service provided by the Zeeland BPW?) 14 Don't like haven to split the water bill with another person. 15 There is discoloration in the water. [AN] 55 The cost of the water. 82 Due to the water quality (previously mentioned). [AP] 110 Vesenia Estra The water has a terrible smell. Our household has not been able to drink the water for over two months. I really want this fixed. You should check the water in your coverage area every three to six months to maintain it. [A] 121 We had to put special purifier. 170 You are average. 237 The rates. 369 No reason. 374 We lost out water service this winter. We found out that the water pipes are only six inches underground and they froze. This is Michigan the winters get cold. 407 I don't have the pressure that I need. 413 I don't like the city water it tastes like chemicals. 433 Good service. 513 I think they are over charging. SDS RESEARCH Zeeland BPW,. Page 64

65 Q21. Can you please tell me why you rated the Utility 4? (Overall, how satisfied are you with the water service provided by the Zeeland BPW?) 10 Before it was a Holland township. 22 No. 29 It is good water sometimes flow is low. 63 The cost of the water. 85 No. 98 No. 104 Nothing. 116 No reason. 118 Nothing. 128 Never had a problem and the water bill is not that high. 134 The rates a little high. 138 I am confused about the water and the wastewater fees why and how they are charged. They should make that clearer. 157 No reason. 168 Nothing. 169 Nothing. 167 The cost is too high. 177 You do a good job of making sure I have water. 198 No reason. 205 No. 217 No problem. 234 No. 239 No. 249 You are very good. 256 Rates are too high. 266 No problems. 270 No. 272 Nothing. 295 Satisfied. 311 Good service. 330 No comment. 337 No. 338 Generally it is a good company, but the rates are a little high. 340 Its really good. 356 It is reliable. 368 Sometime the water tastes different. 373 I get good service at a reasonable price. 387 The water seems to be fine. 389 Not perfect but very good. 392 They could do a little better on the quality of the water. 395 I have low water pressure sometimes. 405 Nothing. 410 It is a good water service but it could be better. They do a good job I am satisfied with their service. SDS RESEARCH Zeeland BPW,. Page 65

66 Q21. Can you please tell me why you rated the Utility 4? (Overall, how satisfied are you with the water service provided by the Zeeland BPW?) (Continued) 431 No. 436 Clean water and great pressure. 453 Nothing. 455 The quality could be better. 463 They charge too much for the water. They shut off service without giving notice. My mother is older and I would like to know so I don't have to pay reconnection fee. 475 I pay a little too much for the water. 482 I am happy with all of it. 492 I recently bought the house and the water meter was broken but you came in and fixed it. 494 Because there is always room for improvement. 499 Very clean and not smelly water. 509 Water is not the best tasting. 538 No problems. Q21. Can you please tell me why you rated the Utility 5? (Overall, how satisfied are you with the water service provided by the Zeeland BPW?) 4 I have no problems. 6 I don't have any problem. 9 It is excellent. 16 We haven't had any problems. 18 No reason. 23 Direct contact and non-interruptive service. 27 No problems. 31 No problems. 32 No reason. 35 No. 42 No problems. 45 No issues. 46 We had an accidental pipe burst after hours, but the BPW came quickly to turn off the water so that it could be fixed. I was grateful that we did not have to wait till the next business day. 48 You took care of me. 49 No problems. 56 No reason. 60 I don't know. 64 Quality water. 66 No problems. 72 Nothing. 75 Nothing. 74 No problems. SDS RESEARCH Zeeland BPW,. Page 66

67 Q21. Can you please tell me why you rated the Utility 5? (Overall, how satisfied are you with the water service provided by the Zeeland BPW?) (Continued) 76 We get good service. 80 No. 84 No. 87 No. 89 No. 91 Nothing. 95 No. 99 No. 100 No problems. 101 Good water service. Water is kind of hard and occasionally there is a slight odor but nothing bad. 105 No. 108 No. 106 No problems. 107 No. 109 Consistently good service. 111 Wonderful water. I enjoy drinking it and I've had no problems. 117 Nothing. 115 No problems. 119 No. 122 Water has no fluoride taste. 124 Water has a bad taste some times. 126 Good water. 127 No. 129 Good quality, price. 130 No problems. 137 No. 139 No. 141 No problems. 144 I have no complaint. 140 Good clean water. 148 Not that much money. 150 No problems. 154 We haven't had any issues. 153 No problems. 158 No reason. 161 No reason. 163 No problems. 164 No problems. 172 No problems. 173 I haven't had any issues with them. 174 No issues that has required you attention. 178 No problems. 179 I haven't had any issues with them. SDS RESEARCH Zeeland BPW,. Page 67

68 Q21. Can you please tell me why you rated the Utility 5? (Overall, how satisfied are you with the water service provided by the Zeeland BPW?) (Continued) 181 I have never had any problem. 189 The water quality is questionable. 196 I have water. 200 You put all new service lines in. The water is excellent. 202 I have never had an issue with the water. 203 No problems. 204 I haven't had any problems. 208 Its reliable. 209 We have had no issue with the water. 210 Its reliable. 214 No. 216 You are continually trying to be better which is why I like being a customer of the BPW. 218 No problems. 219 No. 223 No. 221 No problems. 226 Quality and reliability for price. 231 No. 235 Reliability. 243 No. 246 No problems. 248 No problems. 252 Reliable. 251 Good service. 255 No. 257 Its very good. 259 It's always there. 262 Never had any issues or difficulties. 269 Everything is very good. I've had no problems. 275 No. 278 I've never had any problems with my water service. 280 Works fine and clean water. 281 It is reliable. 287 It is reliable. 288 It is always there. 289 It is reliable and the quality is good. 291 No comment. 293 We haven't had any problems. 299 They take of everything right away. 302 Its good. 304 No problems. 307 It comes when I turn it on. 303 Good service. SDS RESEARCH Zeeland BPW,. Page 68

69 Q21. Can you please tell me why you rated the Utility 5? (Overall, how satisfied are you with the water service provided by the Zeeland BPW?) (Continued) 308 I've never had problems. 318 No problems, no shut offs and the bills are always accurate and no contamination. 317 No problems. 315 No complaints. 321 No. 326 Never had a problem. 325 I've had no problems with my service. 332 Never had any problems. 341 Nothing. 342 It is reliable. 345 Good service. 346 No issues ever. 348 No problems. 354 They do the job that they are supposed to do. 357 The water is clean and I haven't had any issues with my water service. 363 I haven't had any issues. 365 I like the water, there no problems. 366 No interruptions. No problems and the price is decent. 370 No issues. 375 No issues. 378 Everything is good. 379 We always have water. 384 No problems. 383 Good service. 390 Good service. 393 Good and clean. 394 Nothing. 398 Our water quality is very good and we always have good pressure. 401 When the faucets are turned on the water pressure is good. 402 No reason. 406 Clean consistent water. 409 No problems. 417 No problems. 416 Nothing. 421 No problems. 432 No issues at all with the water. 437 No problems. 440 No problems. 439 I haven't had any problems with my water service. 441 No problems. 442 The quality is great. 446 The water has a good taste. 448 Good service. SDS RESEARCH Zeeland BPW,. Page 69

70 Q21. Can you please tell me why you rated the Utility 5? (Overall, how satisfied are you with the water service provided by the Zeeland BPW?) (Continued) 459 No issues. 462 No problems. 466 No. 477 The water pressure is good and we don't have any issues. 478 It is good and reliable. 484 We don't have any issues with our water service. 488 We have good water we have had no problem. 489 We have no issues. 495 Nothing. 498 Nothing. 503 No. 502 Good service. 504 Nothing. 506 I have had no problem and the rates are good. 507 The service is good. 508 Ok. 510 It is good. 511 No issues. 516 No problems. 522 Its always there. 523 No problems. 528 No problems. 530 No problems. 535 It always works. 536 No problems. Q25. Can you please tell me why you rated the Utility employees 1-3? (Considering all of your experiences with BPW employees, how do you rate the employees overall?) 103 I've had issues with billing before. 112 Not really. 184 They were rude with me over the telephone one time. 263 You employees are immature, cocky, mouthy, and very headstrong. You treat me like dirt. [AN] 313 I have not had any interaction with them. 324 No reason. 356 I don't really deal with them. 392 It seems like they care more about making money about the cost that was being put on people. 404 Because I haven't had very much time dealing with them. 494 Because I've gone to the office and everyone I have spoken with is not resolving my main issue. SDS RESEARCH Zeeland BPW,. Page 70

71 Q25. Can you please tell me why you rated the Utility employees 4? (Considering all of your experiences with BPW employees, how do you rate the employees overall?) 1 Good service. 20 Nothing. 29 I haven't had any bad experience. 40 I haven't had that much contact. 62 Problems with tree trimming service. 68 No one is perfect. 82 Good experiences with everyone. 90 No. 118 Nothing. 148 No reason. 165 No comment. 168 Nothing. 167 They will not work with you when your bill is extremely high. 173 They do a good job. 214 No. 217 They are ok. 228 Good service, but always can use a little more work. 234 No. 239 No. 247 No reason. 266 No problems. 270 New water meter was installed and the utility was very timely and courteous. 271 They are always friendly and courteous. 272 Nothing. 294 No reason. 300 No comment. 322 They are very polite. 329 Always room for improvement. 330 No comment. 345 Good service. 363 No reason. 365 We did have an issue once some time before but it has all been resolved. 375 I had a situation where you took too long to get back to me. 410 I don't have a lot of interaction with them but is has all been positive. 432 There was one time we didn't receive a bill. We finally got that straightened out. 438 No. 458 Nothing. 460 They are not perfect. 468 Talking with them they are know their stuff. 470 They made a mistake with my bill one time. They applied it to someone else's account. 485 They seem to be doing a good job. 488 They have always helped us when we needed it. SDS RESEARCH Zeeland BPW,. Page 71

72 Q25. Can you please tell me why you rated the Utility employees 4? (Considering all of your experiences with BPW employees, how do you rate the employees overall?) (Continued) 492 You are real helpful. 500 I have only met a few. 507 I haven't had too much interaction with them. 508 No. 518 I haven't had any problem but no one stands out as exceptional. Q25. Can you please tell me why you rated the Utility employees 5? (Considering all of your experiences with BPW employees, how do you rate the employees overall?) 5 We never really see them. 4 I have no one to compare them to. 6 They are reliable. 8 You are friendly and I've had no issues. 7 They are very courteous and helpful. 9 Few experience with them. 13 No. 14 Were very professional. 15 You have always been very helpful. 16 I haven't talked to any rude employees. 17 Always been friendly and polite. 18 You are always on time. 23 Personal interaction. You are courteous and quickly respond. 26 When I deal with them they are courteous and good to work with. 25 I haven't had any bad experiences with them. 27 Good experiences. 28 No opinion. 31 I have not been disappointed with the representatives. 34 No problems. 38 You are very pleasant. 42 You are friendly and no problems. 43 They are nice and helpful. 44 You do a fair job. 45 They are awesome. 46 Very polite and courteous. 47 They are good. 48 No problems. 49 Very nice. 52 No. 51 The electric people ed my electric bill when I was out of town. 54 Excellent service. 55 I don't really deal with them. SDS RESEARCH Zeeland BPW,. Page 72

73 Q25. Can you please tell me why you rated the Utility employees 5? (Considering all of your experiences with BPW employees, how do you rate the employees overall?) 56 You were pleasant. 57 They do a good job. 58 No problems. 59 No issues. 60 I don't know. 61 I am just satisfied. 63 I have never had any problem. 66 They are great. 67 The few I have met are nice and friendly. 72 Nothing. 73 They are great. 75 I think they are all very good. 76 They are very nice and helpful. 80 No. 81 Polite and on top of thing. 83 No. 84 Good service. 85 No. 87 Friendly and available. 91 Nothing. 92 They are kind and courteous. 94 You are great people. 93 No comment. 95 No. 97 Very nice. 98 No. 102 No. 101 They are courteous and professional. 105 Good service. 106 Very courteous. 107 Very courteous. 111 If I call you overnight you respond quickly. 117 No problems. 115 Willing to help. 119 Good service. 120 Very courtesy. 122 You are doing your job. 123 We haven't had any problems with them. We haven't had too much interaction with them. 125 No. 127 They are polite. 132 I haven't had any problems with them. 135 No. SDS RESEARCH Zeeland BPW,. Page 73

74 Q25. Can you please tell me why you rated the Utility employees 5? (Considering all of your experiences with BPW employees, how do you rate the employees overall?) 137 Polite, knowledgeable, pleasant and helpful. 134 They are very kind and helpful. 142 No reason. 141 Very polite and friendly. 143 No problems. 144 They haven't crossed my path. 146 Always great communication with the BPW. 140 They are courteous and good. 150 Nothing. 155 No problems. 154 They are very friendly and we haven't had any issues with them. 157 No reason. 153 They are very nice and helpful. 158 No reason. 161 Very helpful. 164 Good people. 169 Nothing. 170 You are courteous and very prompt. 172 Very nice. 176 Nice and helpful. 178 A good friend. 180 All interactions have been positive. 179 They are very nice and helpful. 181 I have never had any problem. 183 Very friendly and helpful. 185 They are quick to answer the phone and are knowledgeable. 189 No reason. 190 You have been very good. 191 We have always had excellent service. 192 Not really. 193 Very courteous and friendly. 197 I haven't had any problems with them. 200 You do a very good job. 202 All have been courteous and helpful. 203 No reason. 205 I have never had any problem. 207 Every employee is outstanding. 208 I don't know any of them. 209 They are always helpful. 210 I've only had one experience with an employee and it was good. 212 I have had no problem. Any issue was corrected. 215 No. SDS RESEARCH Zeeland BPW,. Page 74

75 Q25. Can you please tell me why you rated the Utility employees 5? (Considering all of your experiences with BPW employees, how do you rate the employees overall?) (Continued) 216 All polite and professional. 218 They are pleasant. 222 Those are some good guys. 223 No. 221 You are very efficient in the office. 225 They are nice. 226 Ease of connecting with customer service. 230 They are courteous and polite. 229 You are very pleasant. 232 Always been wonderful to work with. 235 You are helpful. You got it done right away. 241 Nothing. 243 No. 244 No. 246 They friendly. 248 Very nice and helpful. 251 No reason. 249 No comment. 255 Reasonable and willing to work with you. Everyone is friendly. 257 Very nice. 256 No problems with them. 258 Good service. 259 You are very friendly. 262 No complaints and no issues. 261 I haven't really dealt with them. 265 Always great. 267 My experience with them has been positive. 269 You are wonderful. You treat us so good. 273 Everybody has been very friendly. 275 No reason. 276 I've had no bad experiences. 278 They are very nice and helpful. 282 The one and only time I called they were helpful and answered all of my questions. 283 No reason. 285 I think they are all fine. 287 They are very courteous and helpful. 288 I had a problem and it was fixed professionally and quickly. 289 They are very friendly. 295 It was an easy installation. 296 Those in the office are courteous and helpful. The meter reader was helpful as well. SDS RESEARCH Zeeland BPW,. Page 75

76 Q25. Can you please tell me why you rated the Utility employees 5? (Considering all of your experiences with BPW employees, how do you rate the employees overall?) (Continued) 298 The only time I deal with them is when I pay the bill. We don't really have any problem. 299 They do a good job, very responsive. 302 I haven t had much contact with them but what I have had is good. 304 They do a good job. 305 They do well. 308 No reason. 311 Never had any problems with them. 314 No. 310 They are very nice and helpful. 316 Great service. 318 They are friendly, quick to acknowledge the customers and knowledgeable. 317 Good customer service. 315 You are always helpful and friendly. 320 They are very friendly. 321 No problems. 323 No. 326 Never had a problem with any of them. 325 They do a good job. 332 Very nice. 331 I am satisfied. 335 Polite and very nice. 337 No problems. 338 They are very nice. 340 You take care of my problems. 341 Their all good. 342 They do a good job. 346 Because they are local and I know them all. 347 Very friendly. 348 Friendly. 352 They are all very nice. 351 High level of customer service. 353 They do a good job. 354 They always do a good job. 357 They are very nice and responsive. 359 They have been helpful and courteous. 360 No bad experiences. 366 You seem very professional. 371 Friendly personable knowledge 373 They offer good customer service. They make customers feel important. That is a lost art. 376 They are very friendly and knowledgeable. SDS RESEARCH Zeeland BPW,. Page 76

77 Q25. Can you please tell me why you rated the Utility employees 5? (Considering all of your experiences with BPW employees, how do you rate the employees overall?) (Continued) 377 Their courtesy and professionalism. 378 No reason. 380 Everyone is very friendly. 382 They are nice and I have no problem they always answer questions. 384 Never had any issues. 383 Nice. 385 Whenever we contact them they are nice and answer all our questions. 386 Very nice and helpful. 387 When I have dealt with them they have been nice. 388 Very professional and helpful. 389 Very polite and friendly. 390 No issues, polite and knowledgeable. 393 Very friendly and courteous. 394 Nothing. 395 Nothing. 396 Nothing. 398 Very friendly. 400 Good service. 399 They are knowledgeable and on top of thing. 401 We have not had to have many interactions with them recently. But when we did they were always positive to work with. 403 No reason. 405 Very helpful and friendly. 406 Polite and great to work with. 407 Whenever I talk to them they are friendly. 413 They are quick to respond to service issues. 415 Because they are always available for my questions. 417 They are wonderful to work with. 423 Very helpful and timely. 425 Friendly, helpful and happy people. 430 No reason. 439 They do a good job. 441 No problems. 442 They were friendly. 443 They are pleasant. 452 They were helpful. 456 Easy to work with. 459 Haven't had any problems with them. 457 They are very nice and helpful. 461 Never had any problems. 463 When I pay by person they are polite. 467 Very nice. SDS RESEARCH Zeeland BPW,. Page 77

78 Q25. Can you please tell me why you rated the Utility employees 5? (Considering all of your experiences with BPW employees, how do you rate the employees overall?) (Continued) 471 Very prompt and knowledgeable. 472 No. 474 They are real helpful. 473 They are friendly 475 Everyone I talk to is nice and courteous. 478 They are always friendly. 482 I have never had a problem. 484 We don't have any issues with them. 490 Very friendly and willing to go the distance for their customers. 491 Good service. 495 Nothing. 499 Nice people. 501 Very friendly. 503 They have always been kind and friendly. 502 They are easy to work with. 506 They call and alert me when I forget to pay the bill. 509 They are kind and helpful. 511 Very helpful and courteous. 515 No bad experiences. 521 They were there in the middle of the night when I called. 520 My experiences with them have been good. 523 They are always very helpful. 525 They are very kind and helpful. 529 Good service. 528 They go above and beyond their duties. 530 Great when I need to pay my bill, but that is my only contact. 532 No problems. 537 We haven't had any problem. Q31. What is your preferred method in the future of having the BPW communicate with customers? Other: *No, Nothing and No comments removed* 15 Bill inserts and mail. 359 Telephone if emergency and mail otherwise. 380 Text or call. 390 Any of the above. 407 Telephone and mail and mail or website. 482 Mail, in case of emergency call. SDS RESEARCH Zeeland BPW,. Page 78

79 Q31. What is your preferred method in the future of having the BPW communicate with customers? Other: (Continued) *No, Nothing and No comments removed* 511 The mail is very slow so anything other than the mail. 523 All of the above. ZEELAND BOARD OF PUBLIC WORKS Q32. What other utility services not currently provided would you like the Zeeland BPW to offer? *No, Nothing and No comments removed* 7 I would like them to offer the water and the electric services on one bill. 10 Natural gas. 15 Separate trash service. 17 Water and sewer services in our area. 26 Natural gas. 34 Lower price on the gas bill. 36 Internet and cable and phone service. 39 Gas. 38 Water. I have a septic tank. 48 Cable, Internet, phone, and gas. 49 Gas. 52 Gas. 51 Newsletter. Historic graphs of usage on the website. 54 Internet. 55 Natural gas. 56 Gas or Internet. 58 Community Internet. 59 Gas. 64 Natural gas. 63 Natural gas. 72 Maybe natural gas. 91 Online bill pay. 92 On line bill pay. 103 Water and alternate energy sources. 107 Natural Gas. 111 Gas. 121 Curbside recycling. 127 Internet. 138 Natural gas. 141 Natural gas. 150 I wish I could have your electric too. I have consumer's own instead. 161 Gas. 178 The Internet. 180 Natural gas. SDS RESEARCH Zeeland BPW,. Page 79

80 Q32. What other utility services not currently provided would you like the Zeeland BPW to offer? (Continued) *No, Nothing and No comments removed* 179 I would like to see them offer the spring cleanup to all of their customers not just the city customers. 185 Natural gas service. 193 Telephone and gas. 196 Natural gas. 207 Internet. 210 I would them to offer high speed Internet service. 216 Natural Gas. 222 Free Internet. 224 TV. 229 Phone, Internet, and cable. 232 I would prefer to have the water and gas services together in place would be great and would cut down on the extra stops I would have to make Cable. 234 I would like trash removal and recycling. 237 Internet. 245 TV. 246 Internet. 249 Garbage pickup. 255 Natural gas. Also a few more locations to make a payment would be great. 258 Cable TV. 262 Natural Gas. 261 I would like better cable service. 276 Cable TV. 279 Internet 281 Gas. 288 Natural gas. 294 Cable. 295 Natural gas. 307 Cable and Internet. 314 Natural gas. 320 Natural gas. 332 A budget plan for those who need it. 331 Concentrate on keeping the rates reasonable. 336 Internet, gas, and cable TV. 338 Electricity. 342 I would like them to offer Internet service and trash management. 345 Online bill pay. 346 Internet service. 351 Natural gas service. 357 Natural gas. 361 Natural gas. 363 The automatic payment is not customer service friendly. It needs to be easier. SDS RESEARCH Zeeland BPW,. Page 80

81 Q32. What other utility services not currently provided would you like the Zeeland BPW to offer? (Continued) *No, Nothing and No comments removed* 365 I would love for you to get Natural Gas. 366 Natural gas, telephone, cable, and Internet. 369 Natural gas, garbage, Internet and telephone service. 368 Electric service. 387 Electric. 389 Natural gas would be great. 390 Natural gas. 392 Natural gas. 393 Natural Gas and cable TV. 395 Natural gas. 396 Natural gas and water in south of Veon. 399 Wi-Fi. 408 Gas. 407 Natural gas. 416 I would like to see a city wide garbage pick-up even if it means a city income tax. Also, I would like a fiber optic loop to the house for high speed Internet. 419 Gas. 420 Cable TV. 421 Natural gas, cable TV & maybe a home phone for a reasonable comparable rate. 425 Natural gas, cable TV, and phone. 431 Cable. 437 Cable. 440 Fiber optics. 444 Gas. 448 Cable TV. 455 Internet. 461 Natural gas if it were cheaper than what we pay now. 463 Offer the electric in our area. 467 I would like for them to offer cable TV. The other cable TV in our area is awful and very expensive. 468 Competitive rates with the water. 483 Natural gas. 484 Gas. 489 Electricity. 497 I would like you to offer water. 506 Natural gas. 507 Gas. SDS RESEARCH Zeeland BPW,. Page 81

82 Q33. What is the single most important thing that Zeeland BPW can do to improve the way they deal with customer concerns? *Nothing, no, no comment removed* 6 Be more comparable on price. 32 I have never had a problem. 40 I haven't had any issue. 46 Send out an in regards to a bill if the bill has been missed instead of waiting till the next month to resend out the information. 49 Keep rates low. 51 Increase your presence on the Internet so there is no reason to see you in person. 58 newsletter. 62 Faster responds. 83 Auto bank draft, reoccurring credit card charge as bill payment methods. 82 Fix the water quality. 90 Do a better job at collecting your unpaid utilities bills at the end of the year so that it does not go on to my taxes at the end of the year. 110 Continue to check the water. [AP] 116 They could be more open on the rates. 118 It would be nice to be able to set up auto pay on the website. 123 They could be more prompt. 129 More information on the bills as far what the various charges are for. 132 They can continue as they are doing. 141 Faster response time. 143 Continue as you are. 167 They could work with customers in paying their bills. 177 More employees for the outage hotline. 178 Make the bill more understanding. 184 They could be nicer on the telephone with customers. 218 To make everyone reliable for their bill. 226 Be proactive. 241 Keep up the good customer service. 247 Continue to have good rates. 249 Lower the rates. 256 To have a description of added charges. 280 Keep providing good service so we don't have any electrical outages and the water smells clean and looks good. 281 They can make sure that there are knowledgeable people at the other end of the telephone when we call them. 295 Make auto pay easier. 305 They can maintain to be timely and polite. 308 I would like to be notified of planned outages. 315 You should provide a brief questionnaire in the mail about the services. 341 Just keep doing it right. 346 Do online billing. SDS RESEARCH Zeeland BPW,. Page 82

83 Q33. What is the single most important thing that Zeeland BPW can do to improve the way they deal with customer concerns? (Continued) *Nothing, no, no comment removed* 357 They could be more prompt in restoring electric service at my street when it goes out. 358 Make the web site more user-friendly. I still have not figured out how to pay my bill on-line. 361 Keep looking to provide the best rates. 363 The automatic payment. 379 They can keep on doing what they are doing. 385 They could pay my bill. 392 Just be honest up front good or bad. Honesty is big with me. 404 Get it fixed the first time. 406 Get the bills out to me faster with more than just five business days to pay it. [AN] 407 More compassionate when there is a problem. They redid the road and now there are problems with the water. It is in our basements of the homes. They checked it and said it wasn't their fault. 423 Keep up the good work. 442 Make the billing statement a little more clear. Have some history of past usage on it. 458 A monthly newsletter would be nice. 462 Watch cost effectiveness. Keep the bills low. 463 Text message me when they are going to shut off service. My mom gets behind I could help her without having to pay a reconnection fee if they would do that. 468 Reliability. 475 If there is some sort of credit for when you sprinkle the lawn. 478 Justin Petroel Our water meter is running very high. Can someone please check this for us and let us know one way or another what is happening with our meter. [A] 483 Maybe more information on rate increases and such. 485 They could deal with them in a timely manner. 489 They could respond quickly. 494 Follow through with issues and resolve the problems for the customer. 495 Keep up the good work. 502 Lower the rates. 510 They make sure their customers are satisfied. 515 Electronic bills. 523 Just keep doing what they are doing now. Q34. Do you have any further comments or suggestions? *Nothing, no, no comment removed* 5 I am very pleased. 8 I'm very happy with the reliability of the service. 26 What they can do to help the small business. Any rebates they can offer and keep the rates reasonable. SDS RESEARCH Zeeland BPW,. Page 83

84 Q34. Do you have any further comments or suggestions? (Continued) *Nothing, no, no comment removed* 29 I have been very happy with them. We have had them for 55 years and I have had no problem. 32 I find everyone very courteous if you ask them a question they give you an answer. 34 It would be nice if someone is low income; you could put them in a lower bracket for the gas or propane bill. 43 I am satisfied with my service. 45 I have never had a problem. Every time I have gone into the office you were awesome. 48 Keep up the good work. 51 You should do a survey on electric rates compared to other utilities. 56 Lower the prices. 57 We have lived here for seventeen years and we have been very well satisfied. 63 I would like to see the wastewater rates reduced in the summer when we need to water our lawns. 72 Keep your rates where they are at. You are doing an awesome job, but keep up the good work. 75 I am happy with the way everything is. I see no reason to change anything. 94 Keep doing what you are doing. 97 I think you are excellent the way you are. 102 I like the fifteen dollars that is given out for Christmas. 101 Keep up the good work. 113 Apparently, they are doing a good job because I haven't had to call them. 138 They need a new web site. The design and usability of the current site is dated. They charge a credit card processing fee. They should wave that fee and more people would use that method to pay the bill. 143 Continue with the good job that you do. 140 I think they should give a $25.00 award on our bill if we keep our yards up. 164 I have a transformer that is hanging crooked on the pole and looks like it might fall off. I'd like someone from Zeeland to come look at it. [A] 168 Keep up the good work. 169 Keep doing whatever is necessary to keep the rates low. 180 You are doing a good job. 187 Work on getting those brief power interruptions stopped. 205 I would like to see more underground electric power. 211 I still send payment by check they should send out security envelopes for customers who still pay by that method. 233 Would like to receive my bill by You are doing everything just fine. 250 Your survey is too long. 263 Fire the employees. Get a new manager. [AN] 269 Keep up the good work. 276 I'm very happy with you. 285 I am very happy and all that work at the plant I feel are very dedicated. SDS RESEARCH Zeeland BPW,. Page 84

85 Q34. Do you have any further comments or suggestions? (Continued) *Nothing, no, no comment removed* 284 For my apartment they do a wonderful job. 286 They do a great job. 293 Keep on doing what you're doing. 294 I am very satisfied. 299 Keep up the good work. 307 You should offer Internet and cable services. 303 I would like someone to give me a call regarding my sewer service and watering the lawn. Is it all included with the regular monthly water service? [A] 314 Keep doing a great job. 321 Never without electricity and without power. You have done a great job for your customers. 346 Just keep up the good work. 359 Everything is great. 365 Keep up the great job you re doing. 373 Continue making the customers feel important. 380 Keep up the good work. 382 Keep the rates low. 385 I am satisfied. 387 I wish they would offer the electric service in our area. 388 Just keep up the good work. 396 Keep doing what you are doing. 399 Continue with the underground utility services. 446 I am very happy with the service. 452 I think they are doing a great job. 461 The older lady in the main office, with short blonde hair has always been very friendly and has done an amazing job each and every time I had to go in. 463 Try to lower the cost of service. 467 There are too many service charges on my bill. My bill runs twelve dollars for the actual electric usage and then another twelve dollars for the service charges. I do not think that is right. Everything else is great, but this needs work. [AN] 474 Overall they do a great job. 478 We have great service and can't ask for more. 482 Keep up the good work. 483 Keep up the good work. 506 I am very satisfied with their service. 508 Would like to have more water pressure. 516 Use fewer chemicals in the water. 536 Just make sure you have a good online bill pay system. SDS RESEARCH Zeeland BPW,. Page 85

86 Alerts Report: Pat The water quality is not good. Two and a half years ago there was pipe work done; now we have rust and mud in the water. You have to let the water run for forty-five minutes to remove the mud and rust from the system. Justin Petroel Our water meter is running very high. Can someone please check this for us and let us know one way or another what is happening with our meter. Charles Withey I would like someone to give me a call regarding my sewer service and watering the lawn. Is it all included with the regular monthly water service? Charles Hozee I have a transformer that is hanging crooked on the pole and looks like it might fall off. I'd like someone from Zeeland to come look at it. Vesenia Estra The water has a terrible smell. Our household has not been able to drink the water for over two months. I really want this fixed. You should check the water in your coverage area every three to six months to maintain it. SDS RESEARCH Zeeland BPW,. Page 86

87 APPENDIX B SDS RESEARCH Zeeland BPW,. Page 87

88 APPENDIX B DESCRIPTION ZEELAND BOARD OF PUBLIC WORKS The following pages contain a comparison of the Zeeland BPW results by Type (Business or Residential) and Service (Electric Only, Water Service Only, or Both) presented in cross-tabulation tables. Every question that was asked is included. SDS RESEARCH Zeeland BPW,. Page 88

89 Type SDS RESEARCH Zeeland BPW,. Page 89

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96 Service SDS RESEARCH Zeeland BPW,. Page 96

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