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2016 Customer Opinion Survey
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The FY16 Goals and Objectives directed the Water Authority to survey its customers in order to assess the Water Authority's performance from the customer's viewpoint. The Water Authority contracted with Research and Polling Inc. to conduct the survey, analyze the data and present the results to the Board. The purpose of the study was to measure customers' satisfaction with the services the utility provides and the importance of various services and programs.
Survey Sample
A random sample of 500 residential customers and 100 commercial customers was interviewed by telephone. Residential customers were selected through the use of randomly generated list of cell phone numbers as well as a list of phone numbers provided by the Water Authority. Commercial customers were selected randomly from a list provided by the Water Authority. All interviews were conducted between January 27th and February 7th, 2016. A sample size of 500 at a 95% confidence level provides a maximum margin of error of approximately 4.4%.
Results
Similar to the 2014 study, the vast majority of residential (96%) and commercial (93%) customers are satisfied with the services they receive from the Water Authority overall. More specifically, over nine-in-ten residential and commercial customers are satisfied with the reliability of water to their homes and businesses and the reliability of wastewater drainage from their homes and businesses to the City sewer line.
Reliability and Quality of Water and Sewer Service
As stated above, the vast majority of residential and commercial customers are satisfied with the reliability of water to their homes and businesses as well as the reliability of wastewater drainage. More specifically, the majority of residential express satisfaction with the condition of water (60%) and sewer (65%) lines; however, approximately one-fifth expresses dissatisfaction. Further, the majority (63%) of residential customers ex...
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