Rochester Public Utilities | Blog

Archive for the ‘Survey’ Category

Customer survey results provide valuable information for RPU strategic planning

Wednesday, July 29th, 2015

The Rochester Public Utility Board was presented with the customer survey results at the July Board Meeting by representatives from GreatBlue Research.

The purpose of the survey was to identify customer views on a wide range of topics including RPU’s environmental stewardship efforts, renewable energy, future technologies, smart grid metering, communication, office hours, and overall customer satisfaction.

Highlights of the survey include:

 

  • 87.8% of residential customers “agreed” that RPU is an environmentally responsible company. 88.2% of commercial customers “agreed” that RPU is an environmentally responsible company.

 

  • 59.2% of residents and 49.5% of commercial customers reported RPU should be “aggressive” in setting goals to reduce greenhouse gas emissions.

 

  • 29.0% of residents would be willing to pay 10% more to increase efforts to reduce greenhouse gas emissions and another 25.6% would be willing to pay 5% more.

 

  • 83.7% of residents and 70.8% of commercial customers support RPU investigating the process of installing and maintaining solar power in homes/businesses.

 

  • 81.6% of residents support RPU offering smart grid digital meters (only 59.7% of businesses supported)

 

  • Overall, respondents were happy with office hours – only 17.9% of residents said it would be helpful to have longer office hours and 12.1% of businesses said it would be helpful to have longer office hours.

 

  • Regarding communication, 41.8% of residents and 41.6% of business reported the “internet” was a preferred source of information.

 

Customer satisfaction continues to be strong with 95.7% of respondents reporting to be “satisfied” with RPU representative interactions.

“The information also reinforces that we are doing a lot of the right things necessary to set the standard for service and to continue as a customer-focused organization. This survey information will provide staff and the RPU Utility Board with valuable insight from customers for future strategic planning, budgeting, and allocating of resources to make improvements in how we serve our customers in the future,” said RPU General Manager Mark Kotschevar.

 

The complete survey presentation is available to view on the RPU website, http://www.rpu.org/documents/2015_customer_survey_data.pdf.

 

About Rochester Public Utilities

 

As the municipal utility of Rochester, Minn., for more than 110 years, RPU provides high-quality and reliable electricity to over 50,000 customers.  Water customers number more than 37,000.  RPU continually investigates innovative technologies to help customers realize the best value from the services they receive.  Current initiatives include fuel cell research, wind power, and photovoltaic offerings

 

 

 

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RPU customer phone survey to begin June 1

Thursday, May 28th, 2015

Rochester Public Utilities (RPU) will be working with a survey company to facilitate a phone survey from June 1- June 19.

As part of the process of preparing a long-term strategic plan for the utility, RPU is conducting this survey with over 1,200 randomly selected customers who will have the opportunity to participate and share their views about important issues. Customers may receive a call on either a landline or cell phone. If you receive a call on your cell phone while you are out and about, simply let the caller know and they will be happy set up a time to call back.

The survey questions have been designed to help RPU better understand the opinions of its customers about a variety of topics such as perceptions of the company, interactions with customer service and field service personnel, billing and alternative energy.

The survey itself will be conducted by GreatBlue Research, Inc., a professional research firm located in Cromwell, CT.  This survey will be vital in helping RPU understand the concerns and priorities of its customers and guide them in making decisions that best reflect the goals and expectations of the Rochester community.

If you have questions regarding the survey, call RPU at 507.280.1500.

 

About Rochester Public Utilities

As the municipal utility of Rochester, Minn., for more than 110 years, RPU provides high-quality and reliable electricity to over 50,000 customers.  Water customers number more than 37,000.  RPU continually investigates innovative technologies to help customers realize the best value from the services they receive.  Current initiatives include fuel cell research, wind power, and photovoltaic offerings.

 

 

 

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The Friday One Question Survey

Friday, March 6th, 2009

 

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Results from last week’s question

40% of respondents said they visit the RPU web site to “learn about RPU”

The Friday One Question Survey

Friday, February 27th, 2009

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Make sure to check back next Friday for the results and for next week’s question! Thanks tb

February 27 Survey Question

Question- Why do you vist the RPU web site?

Most popular answer- 40% of respondents answered “to learn about RPU”

The Friday One Question Survey

Friday, February 20th, 2009

Each Friday I ‘ll be posting a one question survey to hear what’s on your mind. The survey results will be posted with the survey on the following week.

Thanks for your time! Tony

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