2015 Post Contact Survey. Final Report

Transcription

1 Exhibit MSD 99L Post Contact Survey 1st Quarter Results Final Report Conducted for Metropolitan St. Louis Sewer District 725 W. Frontier Circle Olathe, KS (913) March 2015

2 Contents Executive Summary... i Section 1: Charts and Graphs... 1 Section 2: GIS Maps (Location of Respondents) Section 3: Tabular Data (WEIGHTED RESULTS) Section 4: Survey Instrument... 35

3 Executive Summary Purpose and Methodology ETC Institute conducted a post-contact survey for the Metropolitan St. Louis Sewer District during the 1st quarter of The survey was administered by phone to a random sample of 451 customers who had contacted MSD for either a billing issue or maintenance problem. The survey was administered to a minimum of 75 clients randomly selected from billing records and 75 clients randomly selected from field service (Hanson) records each month. The overall results of the survey for this quarter have a precision of at least +/-4.6% at the 95% level of confidence. The results of the individual billing and field service (Maximo) sub-samples have a precision of at least +/-6.5% at the 95% level of confidence for this quarter. Since the type of field service calls varied widely from one quarter to the next, ETC Institute weighted the field service responses so that each of the four types of calls were equal for the results shown in this report. The four types of field service calls were: 1) Cave In, 2) Water Backup, 3) Stormwater, and 4) Other (all other calls). This report contains: An executive summary of the methodology Charts depicting the overall results of the survey GIS map showing location of respondents Tabular data for the results by Billing, Field Service (Maximo) and overall A copy of the survey instrument BILLING Customers Experience with BILLING Employees who made a call by phone. Based on customers experience with billing employees who made a service call by phone during the 1st quarter of 2015, 88% of respondents reported that the length of time to wait to speak to an employee was acceptable. This slightly lower than last quarter when 90% of respondents indicated that the wait was acceptable. i

4 FIELD SERVICE Customers Experience with Employees Making a Field Service Call Remains High. Based on the Customers experience with employees making a field service call to their home/neighborhood, 3 out of 7 categories increased or stayed about the same over the past quarter. Areas that had significant increases (+/- 3%) included: Repairs were made in a timely manner (+4%) Current Overall Mean Satisfaction Ratings (1st Quarter 2015) Changes of.30 for this sample size are considered to be significant changes. Satisfaction with the Overall Quality of Service Provided Over the Phone by BILLING. Satisfaction with the overall quality of service provided over the phone by Billing employees is currently 8.40 (+.2 from last quarter). 4th Quarter 2014 Mean Satisfaction Rating was 8.20 Satisfaction with the Overall Quality of Service Provided Over the Phone by FIELD SERVICE. Satisfaction with the overall quality of service provided over the phone by Field Service employees is currently 8.30 (.30 from last quarter). 2nd Quarter 2014 Mean Satisfaction Rating was 8.60 Satisfaction with the Overall Quality of Service Provided by MSD. Satisfaction with the overall quality of service provided by MSD is currently 7.90 (+.20 from last quarter). 2nd Quarter 2014 Mean Satisfaction Rating was 7.70 Satisfaction with the Overall Quality of Service Provided by BILLING. Satisfaction with the overall quality of service provided by Billing is currently 8.20 (+.40 from last quarter). 2nd Quarter 2014 Mean Satisfaction Rating was 7.80 Satisfaction with the Overall Quality of Service Provided by FIELD SERVICE. Satisfaction with the overall quality of service provided by Field service is currently 7.70 (+.10 from last quarter). 2ndQuarter 2014 Mean Satisfaction Rating was 7.60 ii

5 Section 1: Charts and Graphs MSD Qtr

6 Number of Post Contact Surveys Conducted by Type Total = % 50.1% 50 0 Number of Surveys Field Service Billing Source: ETC Institute (Post-Contact Survey - 1st Quarter 2015) Q1: What Was the Primary Reason You Had Contact with an MSD Employee During the Past 60 Days? % 50.1% 50 0 Number of Surveys Source: ETC Institute (Post-Contact Survey - 1st Quarter 2015) Maintenance Problem Billing Issue MSD Qtr

7 Q2: Customers' Experience with Employees by Phone By Type of Contact 1st Quarter 2015 mean percentage of "yes" responses for respondents who called MSD Easy to determine appropriate phone number Customer service center open when needed Length of wait to speak w/employee acceptable Employee was technically competent Employee was courteous 85% 91% 94% 94% 88% 89% 93% Employee treated me with respect Employee told requirements to add. concerns & time 70% 85% 81% Employee resolved question or concern 82% 0% 25% 50% 75% 100% Field Service Billing Source: ETC Institute (Post-Contact Survey - 1st Quarter 2015) Q2: Customers' Experience with Field Service Employees by Phone 2nd Qtr 2014 through 1st Qtr 2015 mean percentage of "yes" responses for respondents who called MSD Easy to determine appropriate phone number Customer service center open when needed Length of wait to speak w/employee acceptable Employee was technically competent Employee was courteous Employee treated me with respect Employee told requirements to add. concerns & time Employee resolved question or concern 57% 88% 95% 91% 85% 94% 97% 94% 94% 97% 97% 94% 91% 97% 97% 89% 93% 97% 85% 70% 70% 79% 89% 82% 81% 0% 20% 40% 60% 80% 100% 2nd Qtr rd Qtr th Qtr st Qtr 2015 Source: ETC Institute (Post-Contact Survey - 1st Quarter 2015) Trend Data MSD Qtr

8 Q2: Customers' Experience with Billing Employees by Phone 2nd Qtr 2014 through 1st Qtr 2015 mean percentage of "yes" responses for respondents who called MSD Easy to determine appropriate phone number Customer service center open when needed Length of wait to speak w/employee acceptable Employee was technically competent Employee was courteous Employee treated me with respect Employee told requirements to add. concerns & time Employee resolved question or concern 85% 79% 85% 85% 83% 83% 82% 82% 93% 90% 91% 91% 93% 95% 88% 90% 88% 92% 92% 92% 93% 97% 97% 98% 0% 20% 40% 60% 80% 100% 2nd Qtr rd Qtr th Qtr st Qtr 2015 Source: ETC Institute (Post-Contact Survey - 1st Quarter 2015) Trend Data Q4: Customers' Experience with MSD Employee(s) Who Made a Service Call to Home/Neighborhood 2nd Qtr 2014 through 1st Qtr 2015 mean percentage of "yes" responses by customers who received a service call (Maximo) Employee arrived at expected time Employee had professional appearance Employee was technically competent Employee was courteous Repairs were made in a timely manner Employee told requirements to add. concerns & time Employee resolved question or concern 75% 73% 79% 86% 88% 88% 86% 90% 84% 90% 99% 95% 95% 97% 99% 99% 95% 99% 99% 99% 95% 99% 98% 97% 0% 20% 40% 60% 80% 100% 2nd Qtr rd Qtr th Qtr st Qtr 2015 Source: ETC Institute (Post-Contact Survey - 1st Quarter 2015) Trend Data MSD Qtr

9 Q8a: Satisfaction with the Overall Quality of Service Provided over the Phone by Field Service mean rating based on a 10-point scale where 1="not satisfied at all" and 10="completely satisfied" st Qtr 2014 through 1st Qtr st Qtr nd Qtr rd Qtr th Qtr st Qtr 2015 Source: ETC Institute (Post-Contact Survey - 1st Quarter 2015) Trend Data Q8a: Satisfaction with the Overall Quality of Service Provided over the Phone by Billing mean rating based on a 10-point scale where 1="not satisfied at all" and 10="completely satisfied" st Qtr 2014 through 1st Qtr st Qtr nd Qtr rd Qtr th Qtr st Qtr 2015 Source: ETC Institute (Post-Contact Survey - 1st Quarter 2015) Trend Data MSD Qtr

10 Q8c: Satisfaction with the Overall Quality of Service Provided by MSD: FIELD ONLY mean rating based on a 10-point scale where 1="not satisfied at all" and 10="completely satisfied" st Qtr 2014 through 1st Qtr st Qtr nd Qtr rd Qtr th Qtr st Qtr 2015 Source: ETC Institute (Post-Contact Survey - 1st Quarter 2015) Trend Data Q8c: Satisfaction with the Overall Quality of Service Provided by MSD: BILLING ONLY mean rating based on a 10-point scale where 1="not satisfied at all" and 10="completely satisfied" st Qtr 2014 through 1st Qtr st Qtr nd Qtr rd Qtr th Qtr st Qtr 2015 Source: ETC Institute (Post-Contact Survey - 1st Quarter 2015) Trend Data MSD Qtr

11 Q8c: Satisfaction with the Overall Quality of Service Provided by MSD: ALL RESPONDENTS mean rating based on a 10-point scale where 1="not satisfied at all" and 10="completely satisfied" 1st Qtr 2014 through 1st Qtr st Qtr nd Qtr rd Qtr th Qtr st Qtr 2015 Source: ETC Institute (Post-Contact Survey - 1st Quarter 2015) Trend Data Q9: Do You Own or Rent Your Current Residence? by percentage of respondents Own 93% Source: ETC Institute (Post-Contact Survey - 1st Quarter 2015) Not provided Rent 2% 5% MSD Qtr

12 Q10: Which of the Following Best Describes Your Home? by percentage of respondents Single family 93% Source: ETC Institute (Post-Contact Survey - 1st Quarter 2015) Apt/Condo 5% Duple-Triplex 2% Q11: How Many Years Old is Your Home? by percentage of respondents More than 20 years 88% years 7% 5-10 years 3% Less than 5 2% Source: ETC Institute (Post-Contact Survey - 1st Quarter 2015) MSD Qtr

13 Q12: How Many Years Have You Lived in Your Current Home? by percentage of respondents More than 20 yrs 40% yrs 18% Less than 5 25% 5-10 yrs 17% Source: ETC Institute (Post-Contact Survey - 1st Quarter 2015) MSD Qtr

14 Section 2: GIS Maps MSD Qtr

15 Location of All Respondents MSD Post Contact Survey 1 st Quarter Results (2015) MSD Qtr

16 Q8a: Satisfaction with the Overall Quality of Service Provided over the Phone by Billing 1st Quarter MSD Qtr

17 Q8a: Satisfaction with the Overall Quality of Service Provided over the Phone by Maximo 1st Quarter MSD Qtr

18 Q8c: Satisfaction with the Overall Quality of Service Provided by MSD: BILLING ONLY 1st Quarter MSD Qtr

19 Q8c: Satisfaction with the Overall Quality of Service Provided by MSD: MAXIMO ONLY 1st Quarter MSD Qtr

20 Section 3: Tabular Data MSD Qtr

21 WEIGHTED 1st QUARTER RESULTS Year 2015 GROUPED PROBLEM CODE - WEIGHTED Grouped problem Code Number Percent 1=Cave In % 2=Water Backup % 3=Storm water % 4=Other % B=Billing % Total % Survey month Number Percent January= % February= % March= % Total % Survey type Number Percent B=Billing % F=Field service % Total % Q1. Which of the following describes the PRIMARY reason you had contact with an MSD employee during the past 60 days: Q1 Primary reason had contact w/msd employee Number Percent 1=Billing issue % 2=Maintenance problem % Total % Q2. Did you call MSD for any reason in the past 60 days? Q2 Did you call MSD past 60 days Number Percent 1=Yes % Total % MSD Qtr

22 WEIGHTED 1st QUARTER RESULTS Year 2015 Q2. Based on your experience with the employees you spoke with by phone, please answer the following questions. (N=450) Overall Yes No 1 2 Q2a Easy to determine phone # to call 88.3% 11.7% Q2b MSD Customer Service Ctr open 94.7% 5.3% Q2c Time waited to speak was acceptable 90.9% 9.1% Q2d Employee was tech competent 91.2% 8.8% Q2e Employee was courteous 96.1% 3.9% Q2f Employee treated you with respect 95.6% 4.4% Q2g What was needed to address concern 77.7% 22.3% Q2h Employee resolved question/concern 81.7% 18.3% If NO to Q2h ask Q2j and Q2k Q2j Any followup regarding issue status 21.5% 78.5% MSD Qtr

23 WEIGHTED 1st QUARTER RESULTS Year 2015 Q2. Based on your experience with the employees you spoke with by phone, please answer the following questions. [Billing only] (N=226) Billing Yes No 1 2 Q2a Easy to determine phone # to call 91.4% 8.6% Q2b MSD Customer Service Ctr open 95.8% 4.2% Q2c Time waited to speak was acceptable 87.6% 12.4% Q2d Employee was tech competent 93.1% 6.9% Q2e Employee was courteous 96.4% 3.6% Q2f Employee treated you with respect 95.5% 4.5% Q2g What was needed to address concern 85.2% 14.8% Q2h Employee resolved question/concern 82.2% 17.8% If NO to Q2h ask Q2j and Q2k Q2j Any followup regarding issue status 10.3% 89.7% MSD Qtr

24 WEIGHTED 1st QUARTER RESULTS Year 2015 Q2. Based on your experience with the employees you spoke with by phone, please answer the following questions. [Field service only] (N=224) Field Service Yes No 1 2 Q2a Easy to determine phone # to call 85.1% 14.9% Q2b MSD Customer Service Ctr open 93.5% 6.5% Q2c Time waited to speak was acceptable 94.4% 5.6% Q2d Employee was tech competent 89.2% 10.8% Q2e Employee was courteous 95.7% 4.3% Q2f Employee treated you with respect 95.7% 4.3% Q2g What was needed to address concern 70.0% 30.0% Q2h Employee resolved question/concern 81.2% 18.8% If NO to Q2h ask Q2j and Q2k Q2j Any followup regarding issue status 32.5% 67.5% MSD Qtr

25 WEIGHTED 1st QUARTER RESULTS Year 2015 Q2. Based on your experience with the employees you spoke with by phone, please answer the following questions. [Cave in only] (N=59) Cave In Yes No 1 2 Q2a Easy to determine phone # to call 78.0% 22.0% Q2b MSD Customer Service Ctr open 96.5% 3.5% Q2c Time waited to speak was acceptable 92.3% 7.7% Q2d Employee was tech competent 83.9% 16.1% Q2e Employee was courteous 91.5% 8.5% Q2f Employee treated you with respect 91.5% 8.5% Q2g What was needed to address concern 59.6% 40.4% Q2h Employee resolved question/concern 74.6% 25.4% If NO to Q2h ask Q2j and Q2k Q2j Any followup regarding issue status 30.8% 69.2% MSD Qtr

26 WEIGHTED 1st QUARTER RESULTS Year 2015 Q2. Based on your experience with the employees you spoke with by phone, please answer the following questions. [Water backup only] (N=54) Water Backup Yes No 1 2 Q2a Easy to determine phone # to call 94.2% 5.8% Q2b MSD Customer Service Ctr open 91.8% 8.2% Q2c Time waited to speak was acceptable 95.6% 4.4% Q2d Employee was tech competent 91.5% 8.5% Q2e Employee was courteous 98.0% 2.0% Q2f Employee treated you with respect 98.0% 2.0% Q2g What was needed to address concern 74.5% 25.5% Q2h Employee resolved question/concern 88.7% 11.3% If NO to Q2h ask Q2j and Q2k Q2j Any followup regarding issue status 66.7% 33.3% MSD Qtr

27 WEIGHTED 1st QUARTER RESULTS Year 2015 Q2. Based on your experience with the employees you spoke with by phone, please answer the following questions. [Stormwater problem codes for Field service] (N=55) Stormwater Yes No 1 2 Q2a Easy to determine phone # to call 77.6% 22.4% Q2b MSD Customer Service Ctr open 95.1% 4.9% Q2c Time waited to speak was acceptable 93.0% 7.0% Q2d Employee was tech competent 95.7% 4.3% Q2e Employee was courteous 100.0% 0.0% Q2f Employee treated you with respect 100.0% 0.0% Q2g What was needed to address concern 73.7% 26.3% Q2h Employee resolved question/concern 83.6% 16.4% If NO to Q2h ask Q2j and Q2k Q2j Any followup regarding issue status 22.2% 77.8% MSD Qtr

28 WEIGHTED 1st QUARTER RESULTS Year 2015 Q2. Based on your experience with the employees you spoke with by phone, please answer the following questions. [Other problem codes for Field service] (N=58) Other Yes No 1 2 Q2a Easy to determine phone # to call 91.1% 8.9% Q2b MSD Customer Service Ctr open 90.9% 9.1% Q2c Time waited to speak was acceptable 96.4% 3.6% Q2d Employee was tech competent 87.0% 13.0% Q2e Employee was courteous 94.5% 5.5% Q2f Employee treated you with respect 94.5% 5.5% Q2g What was needed to address concern 75.5% 24.5% Q2h Employee resolved question/concern 78.9% 21.1% If NO to Q2h ask Q2j and Q2k Q2j Any followup regarding issue status 25.0% 75.0% MSD Qtr

29 WEIGHTED 1st QUARTER RESULTS Year 2015 Q3. Did MSD employees make a service call to your home or neighborhood in the past 60 days? N=451 Survey type Total Field service Billing F B Total 49.9% 50.1% 100.0% Q3 Service call in last 60 days 1=Yes 85.7% 1.3% 43.3% 2=No 14.3% 98.7% 56.7% Q3a. Did the MSD employees complete the service? Q3a MSD employees completed service Number Percent 1=Yes % 2=No % 3=Not sure % Total % MSD Qtr

30 WEIGHTED 1st QUARTER RESULTS Year 2015 Q4. Based on your experience with the employees who visited your home or neighborhood, please answer the following questions. [OVERALL FIELD SERVICE] (N=194) Overall Field Service Yes No 1 2 Q4a Did MSD employee arrive on time 94.9% 5.1% Q4b MSD employee appearance professional 98.8% 1.2% Q4c Employee technically competent 97.5% 2.5% Q4d Was MSD employee courteous 97.4% 2.6% Q4e Repairs/service improvement timely 90.4% 9.6% Q4f What was needed to address concern 72.5% 27.5% Q4g Employee resolved issue or concern 84.1% 15.9% if NO to Q4g ask Q4i and Q4h q4i Any followup regarding issue status 38.9% 61.1% MSD Qtr

31 WEIGHTED 1st QUARTER RESULTS Year 2015 Q4. Based on your experience with the employees who visited your home or neighborhood, please answer the following questions. [CAVE-INS ONLY] (N=51) Cave In Yes No 1 2 Q4a Did MSD employee arrive on time 100.0% 0.0% Q4b MSD employee appearance professional 100.0% 0.0% Q4c Employee technically competent 100.0% 0.0% Q4d Was MSD employee courteous 100.0% 0.0% Q4e Repairs/service improvement timely 100.0% 0.0% Q4f What was needed to address concern 63.6% 36.4% Q4g Employee resolved issue or concern 56.5% 43.5% if NO to Q4g ask Q4i and Q4h q4i Any followup regarding issue status 40.0% 60.0% MSD Qtr

32 WEIGHTED 1st QUARTER RESULTS Year 2015 Q4. Based on your experience with the employees who visited your home or neighborhood, please answer the following questions. [WATER BACKUP ONLY] (N=49) Water Backup Yes No 1 2 Q4a Did MSD employee arrive on time 100.0% 0.0% Q4b MSD employee appearance professional 100.0% 0.0% Q4c Employee technically competent 100.0% 0.0% Q4d Was MSD employee courteous 100.0% 0.0% Q4e Repairs/service improvement timely 95.5% 4.5% Q4f What was needed to address concern 88.9% 11.1% Q4g Employee resolved issue or concern 96.9% 3.1% if NO to Q4g ask Q4i and Q4h q4i Any followup regarding issue status 0.0% 100.0% MSD Qtr

33 WEIGHTED 1st QUARTER RESULTS Year 2015 Q4. Based on your experience with the employees who visited your home or neighborhood, please answer the following questions. [STORMWATER] (N=44) Stormwater Yes No 1 2 Q4a Did MSD employee arrive on time 91.3% 8.7% Q4b MSD employee appearance professional 100.0% 0.0% Q4c Employee technically competent 100.0% 0.0% Q4d Was MSD employee courteous 100.0% 0.0% Q4e Repairs/service improvement timely 90.0% 10.0% Q4f What was needed to address concern 62.5% 37.5% Q4g Employee resolved issue or concern 91.3% 8.7% if NO to Q4g ask Q4i and Q4h q4i Any followup regarding issue status 100.0% 0.0% MSD Qtr

34 WEIGHTED 1st QUARTER RESULTS Year 2015 Q4. Based on your experience with the employees who visited your home or neighborhood, please answer the following questions. [OTHER PROBLEM CODES FOR FIELD SERVICE] (N=48) Other Yes No 1 2 Q4a Did MSD employee arrive on time 90.6% 9.4% Q4b MSD employee appearance professional 96.3% 3.7% Q4c Employee technically competent 92.0% 8.0% Q4d Was MSD employee courteous 92.6% 7.4% Q4e Repairs/service improvement timely 82.8% 17.2% Q4f What was needed to address concern 69.6% 30.4% Q4g Employee resolved issue or concern 85.3% 14.7% if NO to Q4g ask Q4i and Q4h q4i Any followup regarding issue status 25.0% 75.0% MSD Qtr

35 WEIGHTED 1st QUARTER RESULTS Year 2015 Q8. Using a 10-point scale where "10" means completely satisfied and "1" means not satisfied at all, please rate MSD's overall performance in the following areas based on the interaction you had with MSD in the past 60 days. WITHOUT DON'T KNOWS N=451 Survey type Grouped problem Code Total Field service Billing Cave In Water Backup Storm water Other Billing Total 49.9% 50.1% 13.1% 12.0% 12.2% 12.9% 49.9% 100.0% Q8a Quality service by employee on phone Completely satisfied 49.0% 49.5% 50.9% 46.9% 44.7% 53.7% 49.3% 49.3% % 15.0% 7.0% 10.2% 8.5% 18.5% 15.1% 13.1% % 15.5% 3.5% 18.4% 27.7% 3.7% 15.5% 14.1% % 5.9% 19.3% 8.2% 8.5% 1.9% 5.9% 7.7% % 3.2% 3.5% 6.1% 4.3% 1.9% 3.2% 3.5% % 2.3% 8.8% 6.1% 6.4% 3.7% 2.3% 4.2% % 0.9% 3.5% 2.0% 0.0% 1.9% 0.9% 1.4% % 0.5% 0.0% 0.0% 0.0% 0.0% 0.5% 0.2% % 2.3% 0.0% 0.0% 0.0% 0.0% 2.3% 1.2% Not at all satisfied 5.3% 5.0% 3.5% 2.0% 0.0% 14.8% 5.0% 5.2% Don't know 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% Mean SD MSD Qtr

36 WEIGHTED 1st QUARTER RESULTS Year 2015 Q8. Using a 10-point scale where "10" means completely satisfied and "1" means not satisfied at all, please rate MSD's overall performance in the following areas based on the interaction you had with MSD in the past 60 days. WITHOUT DON'T KNOWS N=451 Survey type Grouped problem Code Total Field service Billing Cave In Water Backup Storm water Other Billing Total 49.9% 50.1% 13.1% 12.0% 12.2% 12.9% 49.9% 100.0% Q8b Quality service--home service call Completely satisfied 62.8% 50.0% 57.1% 62.9% 71.1% 60.5% 45.5% 61.8% % 16.7% 0.0% 8.6% 10.5% 10.5% 18.2% 8.3% % 8.3% 11.4% 17.1% 0.0% 5.3% 9.1% 8.3% % 8.3% 5.7% 5.7% 0.0% 2.6% 9.1% 3.8% % 0.0% 0.0% 2.9% 0.0% 2.6% 0.0% 1.3% % 0.0% 0.0% 0.0% 7.9% 0.0% 0.0% 1.9% % 0.0% 0.0% 0.0% 0.0% 2.6% 0.0% 0.6% % 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% % 8.3% 5.7% 0.0% 0.0% 2.6% 9.1% 2.5% Not at all satisfied 11.7% 8.3% 20.0% 2.9% 10.5% 13.2% 9.1% 11.5% Don't know 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% Mean SD MSD Qtr

37 WEIGHTED 1st QUARTER RESULTS Year 2015 Q8. Using a 10-point scale where "10" means completely satisfied and "1" means not satisfied at all, please rate MSD's overall performance in the following areas based on the interaction you had with MSD in the past 60 days. WITHOUT DON'T KNOWS N=451 Survey type Grouped problem Code Total Field service Billing Cave In Water Backup Storm water Other Billing Total 49.9% 50.1% 13.1% 12.0% 12.2% 12.9% 49.9% 100.0% Q8c Overall quality of MSD service Completely satisfied 47.4% 48.6% 45.5% 48.1% 43.4% 53.7% 48.4% 48.0% % 12.6% 9.1% 5.8% 7.5% 14.8% 12.7% 11.0% % 15.9% 3.6% 15.4% 13.2% 5.6% 16.0% 12.6% % 4.2% 10.9% 11.5% 15.1% 1.9% 4.2% 7.0% % 1.9% 3.6% 1.9% 0.0% 1.9% 1.9% 1.9% % 5.6% 0.0% 5.8% 5.7% 7.4% 5.6% 5.2% % 1.4% 3.6% 0.0% 0.0% 0.0% 1.4% 1.2% % 1.9% 7.3% 3.8% 0.0% 0.0% 1.9% 2.3% % 2.8% 3.6% 1.9% 0.0% 7.4% 2.8% 3.0% Not at all satisfied 10.3% 5.1% 12.7% 5.8% 15.1% 7.4% 5.2% 7.7% Don't know 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% Mean SD MSD Qtr

38 WEIGHTED 1st QUARTER RESULTS Year 2015 Q9. Do you own or rent your current residence? Q9 Do you own/rent your current residence Number Percent 1=Own % 2=Rent % 9=Refuse % Total % Q10. Which of the following BEST describes your home? Q10 Which best describes your home Number Percent 1=Single family % 2=Duplex-Triplex % 3=Apt/Condo % 5=Other % Total % Q11. How many years old is your home? Q11 How many years old is your home Number Percent 1=Less than % 2=5-10 years % 3=11-20 years % 4=More than 20 years % Total % Q12. How many years have you lived in your current home? Q12 How many years live in current home Number Percent 1=Less than 5 years % 2=5 to 10 years % 3=11 to 20 years % 4=More than 20 years % Total % MSD Qtr

39 Section 4: Survey Instrument MSD Qtr

40 ETC #: Phone: Interview Date: Interviewer: Problem Code (print description): MSD Acct. #: Check appropriate Problem Code: (51) Application for Reduction Fact (52) Bill Copy Request (53) Billing Inquiry (54) Billing Team Research (55) Call to Customer (56) Change Customer/Acct Info (57) Change Owner Info (58) Complaint (59) Compliment (60) Credit Balance Refund Request (61) Credit Letter Request (62) Customer Called (63) EFT Inquiry/Request (64) Group Bill Research-Collection (65) Move In-Customer Call (66) Move Out-Customer Call (67) Promised Payment (68) Request for Statement of Acct (69) Request Literature (99) OTHER 2014 MSD Post Contact Survey BILLING This is. I am callin g from ETC Institute on behalf of the Metropolitan St. Louis Sewer District, also known as MSD. We would like your feedback about your recent experience with MSD to help improve the quality o f customer service. Do you have a moment to answ er a few questions? 1. Which of the follow ing describes the PRIMARY reason you had contact with an MSD employee during the past 60 days: [Interview: If no contact was made, discontinue survey.] (1) Billing related issue or to get information did not involve a service call to your home or neighborhood? (2) Maintenance related problem with service - did involve a service call to your home or neighborhood? (3) Other: 2. Did you call MSD for any reason in the past 60 days? (1) Yes - continue (2) No skip to #3 2. [IF YES ASK 2A-2G] Based on your experience with the employees you spoke with by phone, please answer the following questions. [If applicable: I will ask you to rate employees who may have visited your home for service call separately] YES NO (A) Was it fairly easy for you to determine what phone number to call to get help from the appropriate individual at MSD? YES NO (B) Was MSD's customer service center open at the time you needed to call? YES NO (C) Was the length of time you waited to speak to an employee who could help you acceptable? YES NO (D) Was the employee you spoke with technically competent and knowledgeable? YES NO (E) Was the employee you spoke with courteous? YES NO (F) Did the employee you spoke with treat you with respect? YES NO (G) Did the employee you spoke with by phone tell you what would be required to addresses your concern and approximately how long it would take MSD to resolve? YES NO (H) Did the employee you spoke with by phone adequately help you resolve your question or concern? ASK I- J ONLY IF NO TO Q 2H (I) Why Not (be specific)? YES NO (J) Has anyone followed-up with you since you originally spoke with someone at MSD by phone regarding this issue? MSD Qtr

41 3. Did MSD employees make a service call to your home or neighborhood in the past 60 days? (1) Yes - continue (2) No skip to #5 3a. Did MSD employees complete the service? (1) Yes continue (2) No skip to #5 (3) Not sure skip to #5 4. [IF YES ASK 4A-4F] Based on your experience with the employee(s) who visited your home or neighborhood, please answer the following questions. YES NO (A) Did MSD employee arrive on time or within timeframe you expected? YES NO (B) Was the MSD employee s appearance professional? YES NO (C) Was the MSD employee technically competent and knowledgeable? YES NO (D) Was the MSD employee courteous? YES NO (E) Were repairs or service improvements made in a timely manner? YES NO (F) Did the employee who visited your home tell you what would be required to addresses your concern and approximately how long it would take MSD to resolve? YES NO (G) Did the employee who visited your home adequately help you resolve your issue or concern? ASK H- I ONLY IF NO TO Q3G (H) Why Not (be specific)? YES NO (I) Has anyone followed-up with you since the employee visited your home to provide You with the status of your issue? 5. Did MSD or any of its employees do anything you really LIKED? 6. Did MSD or any of its employees do anything they you really DID NOT LIKE that you have not already mentioned? 7. Can you think of any ways that MSD can be more responsive to your needs? 8. Using a 10-point scale where 10 me ans completely satisfied and 1 means not satisfied at all, please rate MSD s overall performance in the following areas based on the interaction you had with MSD in the past 60 days. Completely Not Satisfied Don't How satisfied are you with: Satisfied At All Know (A) Quality of service provided by employees who helped you on the phone (B) Quality of service provided by employees who made a service call to your home/ neighborhood (C) Overall quality of service provided by MSD Do you own or rent your current residence? (1) Own (2) Rent 10. Which of the following BEST describes your home? (1) Single family (2) Duplex-Triplex (3) Apartment/Condo 11. How many years old is your home? (1) Less than 5 (2) 5-10 years (4) Mobile home (5) Other (3) years (4) more than 20 years 12. How many years have you lived in your current home? (1) Less than 5 (3) years (2) 5-10 years (4) more than 20 years 13. Please confirm your home street address (be specific as possible). Street: City: Zipcode: Customer Name: We Thank You for Your Time! Your input will help MSD improve the quality of service to its customers. Contact Person: MSD Qtr

42 ETC #: Phone: Interview Date: Interviewer: Problem Code (print description): Dept. Resp. : Check appropriate Problem Code: (01) BLOCKED CREEKS/INSPECTION (02) BLOCKED INLET (03) BROKEN PIPE (04) BROKEN STONE (05) CAVE-IN (06) CHECK MAIN (07) CHECK MAIN HAD (08) EROSION (09) FLOODED STREETS (10) LEAKING/LOOSE FRAME (11) LOCATE MANHOLE/MAIN/FORCE MAIN (12) MANHOLE ABOVE/BELOW GRADE (13) MANHOLE OVERFLOWING (14) MISSING COVER (15) ODOR PROBLEMS (16) OTHER/MISCELLANEOUS (17) SEEPAGE (18) SEWAGE/OVERFLOW (19) SEWER SEPARATION PROGRAM (20) STONE OUT (21) STORM WATER PROBLEM (22) VENT PIPE OVERFLOWING (23) VERIFY CONNECTION (24) WATER BACK UP (99) OTHER 2014 MSD Post Contact Survey FIELD SERVICE This is. I am callin g from ETC Institute on behalf of the Metropolitan St. Louis Sewer District, also known as MSD. We would like your feedback about your recent experience with MSD to help improve the quality o f customer service. Do you have a moment to answ er a few questions? 1. Which of the follow ing describes the PRIMARY reason you had contact w ith an MSD employee during the past 60 days: [Interview: If no contact was made, discontinue survey.] (1) Billing related issue or to get information did not involve a service call to your home or neighborhood? (2) Maintenance related problem with service - did involve a service call to your home or neighborhood? (3) Other: 2. Did you call MSD for any reason in the past 60 days? (1) Yes - continue (2) No skip to #3 2. [IF YES ASK 2A-2G] Based on your experience with the employees you spoke with by phone, please answer the following questions. [If applicable: I will ask you to rate employees who may have visited your home for service call separately] YES NO (A) Was it fairly easy for you to determine what phone number to call to get help from the appropriate individual at MSD? YES NO (B) Was MSD's customer service center open at the time you needed to call? YES NO (C) Was the length of time you waited to speak to an employee who could help you acceptable? YES NO (D) Was the employee you spoke with technically competent and knowledgeable? YES NO (E) Was the employee you spoke with courteous? YES NO (F) Did the employee you spoke with treat you with respect? YES NO (G) Did the employee you spoke with by phone tell you what would be required to addresses your concern and approximately how long it would take MSD to resolve? YES NO (H) Did the employee you spoke with by phone adequately help you resolve your question or concern? ASK I- J ONLY IF NO TO Q 2H (I) Why Not (be specific)? YES NO (J) Has anyone followed-up with you since you originally spoke with someone at MSD by phone regarding this issue? MSD Qtr

43 3. Did MSD employees make a service call to your home or neighborhood in the past 60 days? (1) Yes - continue (2) No skip to #5 3a. Did MSD employees complete the service? (1) Yes continue (2) No skip to #5 (3) Not sure skip to #5 4. [IF YES ASK 4A-4F] Based on your experience with the employee(s) who visited your home or neighborhood, please answer the following questions. YES NO (A) Did MSD employee arrive on time or within timeframe you expected? YES NO (B) Was the MSD employee s appearance professional? YES NO (C) Was the MSD employee technically competent and knowledgeable? YES NO (D) Was the MSD employee courteous? YES NO (E) Were repairs or service improvements made in a timely manner? YES NO (F) Did the employee who visited your home tell you what would be required to addresses your concern and approximately how long it would take MSD to resolve? YES NO (G) Did the employee who visited your home adequately help you resolve your issue or concern? ASK H- I ONLY IF NO TO Q3G (H) Why Not (be specific)? YES NO (I) Has anyone followed-up with you since the employee visited your home to provide You with the status of your issue? 5. Did MSD or any of its employees do anything you really LIKED? 6. Did MSD or any of its employees do anything they you really DID NOT LIKE that you have not already mentioned? 7. Can you think of any ways that MSD can be more responsive to your needs? 8. Using a 10-point scale where 10 me ans completely satisfied and 1 means not satisfied at all, please rate MSD s overall performance in the following areas based on the interaction you had with MSD in the past 60 days. Completely Not Satisfied Don't How satisfied are you with: Satisfied At All Know (A) Quality of service provided by employees who helped you on the phone (B) Quality of service provided by employees who made a service call to your home/ neighborhood (C) Overall quality of service provided by MSD Do you own or rent your current residence? (1) Own (2) Rent 10. Which of the following BEST describes your home? (1) Single family (2) Duplex-Triplex (3) Apartment/Condo 11. How many years old is your home? (1) Less than 5 (2) 5-10 years (4) Mobile home (5) Other (3) years (4) more than 20 years 12. How many years have you lived in your current home? (1) Less than 5 (3) years (2) 5-10 years (4) more than 20 years 13. Please confirm your home street address (be specific as possible). Street: City: Zipcode: Customer Name: We Thank You for Your Time! Your input will help MSD improve the quality of service to its customers. Work Order Number: (6-digit number) Contact Person: Service Area (circle appropriate category): Mintert=MI Grand Glaize=GR Sulphur=SU Service Request #: Resolution Code: Crew Member #1 Crew Member #2 Assigned to: MSD Qtr