2016 uarterly Customer Satisfaction Survey

Transcription

1 Q 2016 uarterly Customer Satisfaction Survey Submitted to WaterOne 3 rd Quarter Results ETC Institute 725 W Frontier Ln, Olathe, KS September 2016

2 Contents Executive Summary... 1 Section 1: Charts and Graphs... 3 Section 2: Tabular Data Section 3: Survey Instrument... 58

3 WaterOne Third Quarter 2016 Survey Methodology of the Third Quarter 2016 Findings for WaterOne ETC Institute conducted the third of WaterOne s 2016 quarterly surveys during September of The survey was designed to gather input from key customer groups to help WaterOne objectively assess the quality of its service and to identify ways to serve customers better. The five-page survey was administered by phone to a random sample of households in Johnson County. Two-hundred two (202) households completed the survey. The results for the random sample of 202 households have a 95% level of confidence with a precision of at least +/- 6.9%. Major Findings The overall quality of WaterOne water services was rated at 91% satisfaction, which was 3 points lower than the second quarter of It is the highest satisfaction rating in the Kansas/Missouri Region. WaterOne s satisfaction ratings were also 13% higher than the Kansas/Missouri Regional average. ETC Institute (2016) Page 1

4 Interpretation of Don t Know Responses. The percentage of persons who provide don t know responses is important because it often reflects the level of utilization of city services. For graphing purposes, the percentage of don t know responses has been excluded to facilitate valid comparisons with data from previous years. The percentage of don t know responses for each question is provided in the Tabular Data Section of this report. The Customer Satisfaction Performance Index (CSPI) chart is below. The chart shows the current quarter s index is 85.0, which is a new high. The index was 5.0 points higher than the goal ratings of 80.0, and was 0.7 points higher than the second quarter of Note: The methodology for how the CSPI was calculated is located on the first page of Section 2 (Tabular Data) of this report. ETC Institute (2016) Page 2

5 Section 1: Charts and Graphs ETC Institute (2016) Page 3

6 Composite Customer Satisfaction Performance Index WaterOne Quarterly Customer Satisfaction Survey NEW HIGH GOAL= Q 3Q 4Q 1Q 2Q 3Q 4Q 1Q 2Q 3Q 4Q 1Q 2Q 3Q 4Q 1Q 2Q 3Q Q1. Satisfaction with Water Service by percentage of respondents (excluding don't knows) Efforts to ensure enough water is available 75% 21% 3% 1% Clarity of tap water 74% 22% 4% 1% Efforts to ensure drinking water is safe 75% 21% 2% 2% Smell of tap water 71% 24% 4% 3% Water pressure on a typical day 62% 29% 7% 2% Overall quality of water service 56% 35% 7% 2% Taste of tap water 59% 27% 9% 5% Efforts to inform about disruption 60% 23% 12% 5% Quickness of personnel to respond 58% 25% 8% 8% Efforts to inform about water quality issues 51% 25% 17% 8% Charged for water 22% 31% 31% 16% 0% 20% 40% 60% 80% 100% Very Satisfied (5) Satisfied (4) Neutral (3) Dissatisfied (1/2) ETC Institute (2016) Page 4

7 Satisfaction with Quality of Service by percentage of respondents (excluding don't knows) 100% 93% 96% 88% 88% 91%93% 90%90% 87% 86%91%90%89%89% 91% 90% 94% 91% 80% 60% 40% 20% 0% 2Q 3Q 4Q 1Q 2Q 3Q 4Q 1Q 2Q 3Q 4Q 1Q 2Q 3Q 4Q 1Q 2Q 3Q Satisfaction with Safe Drinking Water by percentage of respondents (excluding don't knows) 100% 80% 92%92% 94% 96% 90% 91% 91% 88% 83% 84% 88%92% 91% 93% 96% 91% 93% 87% 60% 40% 20% 0% 2Q 3Q 4Q 1Q 2Q 3Q 4Q 1Q 2Q 3Q 4Q 1Q 2Q 3Q 4Q 1Q 2Q 3Q ETC Institute (2016) Page 5

8 Satisfaction with Enough Drinking Water by percentage of respondents (excluding don't knows) 100% 94%94%95% 90% 96% 92% 93%94%93% 91% 92% 95%95%95% 96% 92% 97%96% 80% 60% 40% 20% 0% 2Q 3Q 4Q 1Q 2Q 3Q 4Q 1Q 2Q 3Q 4Q 1Q 2Q 3Q 4Q 1Q 2Q 3Q Satisfaction with Clarity of Tap Water by percentage of respondents (excluding don't knows) 100% 80% 91%92%93% 91% 92% 83% 92%93% 96% 94%95% 93% 96% 93% 97%96% 93% 96% 60% 40% 20% 0% 2Q 3Q 4Q 1Q 2Q 3Q 4Q 1Q 2Q 3Q 4Q 1Q 2Q 3Q 4Q 1Q 2Q 3Q ETC Institute (2016) Page 6

9 Satisfaction with Smell of Tap Water by percentage of respondents (excluding don't knows) 100% 87% 89% 95%89% 92%94% 86% 95%89% 91%96% 92% 95% 89% 91%94% 90% 95% 80% 60% 40% 20% 0% 2Q 3Q 4Q 1Q 2Q 3Q 4Q 1Q 2Q 3Q 4Q 1Q 2Q 3Q 4Q 1Q 2Q 3Q Satisfaction with Response of Personnel by percentage of respondents (excluding don't knows) 100% 80% 84% 86%88% 83%84% 87% 89% 86% 88% 82% 79%79% 82% 81%80% 82% 81% 83% 60% 40% 20% 0% 2Q 3Q 4Q 1Q 2Q 3Q 4Q 1Q 2Q 3Q 4Q 1Q 2Q 3Q 4Q 1Q 2Q 3Q ETC Institute (2016) Page 7

10 Satisfaction with Water Pressure by percentage of respondents (excluding don't knows) 100% 80% 82% 86%88% 89% 87% 89%88% 85% 86%86%86%85% 90%85%86%87%87% 91% 60% 40% 20% 0% 2Q 3Q 4Q 1Q 2Q 3Q 4Q 1Q 2Q 3Q 4Q 1Q 2Q 3Q 4Q 1Q 2Q 3Q Satisfaction with Taste of Tap Water by percentage of respondents (excluding don't knows) 100% 80% 82% 86% 91% 84% 81% 86% 84% 87%86% 84% 94%88% 92% 85% 87%90% 89% 86% 60% 40% 20% 0% 2Q 3Q 4Q 1Q 2Q 3Q 4Q 1Q 2Q 3Q 4Q 1Q 2Q 3Q 4Q 1Q 2Q 3Q ETC Institute (2016) Page 8

11 Satisfaction with Efforts to Inform About Disruption by percentage of respondents (excluding don't knows) 100% 80% 75% 85% 80% 82%83% 82% 79% 82% 87% 78% 81% 78% 81%83% 84% 79% 82%83% 60% 40% 20% 0% 2Q 3Q 4Q 1Q 2Q 3Q 4Q 1Q 2Q 3Q 4Q 1Q 2Q 3Q 4Q 1Q 2Q 3Q Satisfaction with Efforts to Inform About Water Quality by percentage of respondents (excluding don't knows) 100% 80% 84% 86% 82% 78% 79% 78% 77%78% 77% 79% 74% 76% 80% 77%78% 74% 75%76% 60% 40% 20% 0% 2Q 3Q 4Q 1Q 2Q 3Q 4Q 1Q 2Q 3Q 4Q 1Q 2Q 3Q 4Q 1Q 2Q 3Q ETC Institute (2016) Page 9

12 Satisfaction with Charges for Water by percentage of respondents (excluding don't knows) 100% 80% 60% 53% 57% 54% 62% 56% 60% 58% 56% 56% 55% 71% 61% 57% 59% 57% 53% 50% 53% 40% 20% 0% 2Q 3Q 4Q 1Q 2Q 3Q 4Q 1Q 2Q 3Q 4Q 1Q 2Q 3Q 4Q 1Q 2Q 3Q Q2A. Have you had an error on your water bill? by percentage of respondents Q2A-1. If Yes, how satisfied were you with WaterOne s efforts to help you correct the error? Very Satisfied 17% No 87% Yes 3% Very Dissatisfied 33% 10% Don t Know Satisfied 50% ETC Institute (2016) Page 10

13 Q2A. Have you had an error on your water bill? by percentage of respondents 6% 5% 4% 3% 2% 1% 5% 5% 5% 5% 3% 4% 4% 3% 4% 5% 3% 2% 5% 4% 4% 4% 4% 3% 1% 0% 2Q 3Q 4Q 1Q 2Q 3Q 4Q 1Q 2Q 3Q 4Q 1Q 2Q 3Q 4Q 1Q 2Q 3Q YES Q2B. Have you had your water turned off for not paying your water bill? by percentage of respondents No 99.5% Yes 0.5% ETC Institute (2016) Page 11

14 Q2B. Have you had your water turned off for not paying your water bill? by percentage of respondents 20% 15% 10% 5% 0% 2% 1% 1% 2% 3% 2% 3% 1% 1% 2% 1% 2% 3% 1% 2% 1% 1% 0.5%0.5% 1%1% 2Q 3Q 4Q 1Q 2Q 3Q 4Q 1Q 2Q 3Q 4Q 1Q 2Q 3Q 4Q 1Q 2Q 3Q YES Q2C. Have you had a PLANNED disruption to water service at your home that WaterOne told you about in advance? by percentage of respondents Q2C-1. How satisfied were you with WaterOne s efforts to inform you about the planned disruption to your service? Very Satisfied 86% No 93% Yes 7% Satisfied 14% ETC Institute (2016) Page 12

15 Q2C. Have you had a PLANNED disruption to water service at your home that WaterOne told you about in advance? by percentage of respondents 20% 15% 16% 10% 5% 8% 5% 6% 7% 7% 5% 7% 7% 7% 7% 7% 7% 7% 8% 9% 8% 7% 7% 0% 2Q 3Q 4Q 1Q 2Q 3Q 4Q 1Q 2Q 3Q 4Q 1Q 2Q 3Q 4Q 1Q 2Q 3Q YES Q2C. Have you had a PLANNED disruption to water service at your home that WaterOne told you about in advance? by percentage of respondents Q2C-2. How long was your water turned off? 2 hours 14% No 93% Yes 7% 3-4 hours 21% 1 hour or less 36% 5+ hours 14% Don't remember 14% Mean = 2.9 hours ETC Institute (2016) Page 13

16 Q2D. Have you had an UNPLANNED disruption to water service at your home that was caused by a main break? by percentage of respondents No 91% Yes 8% 1% Don't know Q2D-1. How long was your water turned off? 3-4 hours 24% 5-6 hours 12% 2 hours 18% 7-12 hours 12% 1 hour or less 12% Don't know 18% More than 12 hours 6% Mean = 5.21 hours 40% Q2D. Have you had an UNPLANNED disruption to water service at your home that was caused by a main break? by percentage of respondents 30% 20% 10% 0% 14% 13% 14% 19% 12% 11% 9% 10% 6% 8% 12% 11% 5% 8% 7% 7% 8% 8% 2% 2Q 3Q 4Q 1Q 2Q 3Q 4Q 1Q 2Q 3Q 4Q 1Q 2Q 3Q 4Q 1Q 2Q 3Q YES ETC Institute (2016) Page 14

17 Q2D-2. Do you think WaterOne restored your water service in a reasonable amount of time? by percentage of respondents that had an UNPLANNED disruption to their water service (excluding don t knows) Reported Wait Time: Up to Three Hours 100% Up to Six Hours 100% Up to Twelve Hours 100% More than Twelve Hours 93% 7% All Reported Wait Times 93% 7% 0% 20% 40% 60% 80% 100% Yes No Q2E. Have you had concerns about the safety of the drinking water provided by WaterOne during the past year? by percentage of respondents Yes 8% No 92% ETC Institute (2016) Page 15

18 Q2E. Have you had concerns about the safety of the drinking water provided by WaterOne during the past year? 10% 8% 6% 4% 2% 9%9% 9% 7% 7% 7% 3% by percentage of respondents 7% 5% 5% 4% 5% 6% 9% 8% 7% 9% 9% 8% 0% 2Q 3Q 4Q 1Q 2Q 3Q 4Q 1Q 2Q 3Q 4Q 1Q 2Q 3Q 4Q 1Q 2Q 3Q YES Q3. Have you called WaterOne with a question, problem, or complaint during the past year? by percentage of respondents Q3A. How many minutes did you have to wait before you could speak with someone who could help? 2 to 4 minutes 35% 1 minute 20% No 90% Yes 10% 5 to 6 minutes 30% Don't remember 10% 7+ minutes 5% Mean = 3.83 minutes ETC Institute (2016) Page 16

19 Q3. Have you called WaterOne with a question, problem, or complaint during the past year? by percentage of respondents 16% 14% 12% 10% 8% 6% 4% 2% 11% 11% 10% 10% 8% 14% 14% 12% 12% 12% 12% 12% 11% 11% 10% 10% 10% 9% 9% 8% 0% 2Q 3Q 4Q 1Q 2Q 3Q 4Q 1Q 2Q 3Q 4Q 1Q 2Q 3Q 4Q 1Q 2Q 3Q YES Q3C-Q3G. Overall Satisfaction with WaterOne Employee Customer Service by percentage of respondents who had called WaterOne during the past year with a complaint (excluding don't knows) How courteously you were treated by personnel 58% 21% 16% 5% The responsiveness of personnel 50% 25% 20% 5% How easy it was to contact personnel 47% 26% 5% 21% The technical competence of personnel 53% 11% 37% The ability of personnel to answer/resolve issue 53% 5% 16% 26% 0% 20% 40% 60% 80% 100% Very Satisfied (5) Satisfied (4) Neutral (3) Dissatisfied (1/2) ETC Institute (2016) Page 17

20 Q4A-Q4E. Did you observe the employee who came to your house or did work in your neighborhood: by percentage of respondents who had a WaterOne employee visit their home or neighborhood during the past year and who said Yes to the question asked (excluding don t know) Dress & act professionally 100% Clean-up work areas when they were finished 94% Arrive at the time they were scheduled 88% Give adequate notice about the work 67% Cause any damage to your lawn or landscaping 20% 0% 20% 40% 60% 80% 100% Q4A-Q4E. Did you observe the employee who came to your house or did work in your neighborhood: by percentage of respondents who had a WaterOne employee visit their home or neighborhood during the past year and who said Yes to the question asked (excluding don t know) Dress & act professionally Clean-up work areas when they were finished Arrive at the time they were scheduled Give adequate notice about the work Cause any damage to your lawn or landscaping 4% 17% 16% 29% 18% 20% 67% 64% 68% 56% 72% 68% 67% 82% 100% 90% 97% 100% 100% 100% 100% 91% 88% 100% 96% 94% 92% 89% 88% 0% 20% 40% 60% 80% 100% Q Q Q Q Q Q % ETC Institute (2016) Page 18

21 Q4E. Did the WaterOne employee who came to your house/neighborhood cause any damage to your lawn or landscaping? by percentage of respondents Q4F. If Yes: Did they repair your lawn or landscaping in a manner that was acceptable to you? Yes 43% No 72% Yes 18% Don't know 10% No 43% Don't know 14% Q5A-Q5F. Ratings of the Reliability of Various Utilities by percentage of respondents who rated the item as either Always Reliable" or Usually Reliable (excluding not applicable) WaterOne Electric Company Cellular, Wireless or Pager Company Long Distance Telephone Company Local Telephone Company Internet Service Provider 57% 65% 56% 57% 56% 64% 63% 50% 68% 79% 78% 80% 81% 78% 74% 69% 71% 73% 80% 74% 62% 63% 60% 78% 96% 93% 96% 95% 97% 95% 87% 87% 92% 91% 91% 85% 0% 20% 40% 60% 80% 100% Q Q Q Q Q Q ETC Institute (2016) Page 19

22 Q6. Which of the following would be the best way to communicate non-emergency information to you? by percentage of respondents (excluding don t know -- multiple responses allowed) Direct phone call 41% 29% Bill insert 26% Text 19% Advertising in newspaper/tv/radio 4% WaterOne's website 4% WaterOne's Facebook/Twitter 2% Other 4% 0% 10% 20% 30% 40% 50% Q7. If you wanted information about your water service in a major water crisis, how would you get it? by percentage of respondents (multiple responses allowed) Call WaterOne customer service 56% Watch the local news 45% Check WaterOne's website 40% Follow WaterOne on Facebook/Twitter 4% Other 8% 0% 10% 20% 30% 40% 50% 60% ETC Institute (2016) Page 20

23 Q9. How frequently do you normally water your lawn during the summer? by percentage of respondents 1-2 times a week 27% Every other day 24% Daily 4% Don't know 2% Less than once a week 13% Never 30% Q9. How frequently do you normally water your lawn during the summer? by percentage of respondents who watered at least once per week 70% 60% 50% 56% 60% 61% 50% 53% 50% 63% 51% 40% 30% 20% 10% 0% 4Q 1Q 2Q 3Q 4Q 1Q 2Q 3Q ETC Institute (2016) Page 21

24 Q10. Did you follow the suggested Smart Watering timing this past summer? by percentage of respondents who answered "yes 60% 50% 40% 33% 47% 48% 53% 47% 44% 46% 43% 40% 30% 20% 10% 0% 3Q 4Q 1Q 2Q 3Q 4Q 1Q 2Q 3Q Q11. Have you heard about NotifyJoCo before this survey? by percentage of respondents who answered "yes 50% 40% 46% 46% 43% 41% 40% 37% 38% 35% 34% 35% 35% 30% 28% 27% 20% 21% 10% 0% 2Q 3Q 4Q 1Q 2Q 3Q 4Q 1Q 2Q 3Q 4Q 1Q 2Q 3Q ETC Institute (2016) Page 22

25 Q11A. Have you signed up for NotifyJoCo? by percentage of respondents who had heard about NotifyJoCo and answered "yes 80% 60% 40% 80% 76% 69% 67% 60% 61% 61% 56% 58% 51% 51% 47% 44% 40% 20% 0% 2Q 3Q 4Q 1Q 2Q 3Q 4Q 1Q 2Q 3Q 4Q 1Q 2Q 3Q Q11A-1. Have you received notifications from NotifyJoCo regarding a water service disruption? by percentage of respondents who had signed up for NotifyJoCo and answered yes 60% 55% 50% 40% 30% 20% 10% 37% 38% 33% 32% 29% 26% 22% 22% 19% 17% 14% 36% 15% 0% 2Q 3Q 4Q 1Q 2Q 3Q 4Q 1Q 2Q 3Q 4Q 1Q 2Q 3Q ETC Institute (2016) Page 23

26 Q11A-2. Why have you not signed up? by percentage of respondents who had heard about NotifyJoCo but had not signed up (excluding not provided ) 35% 47% 43% No need 28% 35% 29% 41% 44% 14% 10% 24% Don't know where or how to sign up 21% 21% 29% 14% 17% 14% 10% 19% Too busy 7% 28% 4% 14% 31% 27% 11% Not sure 17% 28% 29% 32% 35% 0% 10% 20% 30% 40% 50% Q Q Q Q Q Q Q Q Q11B. Would you like to sign up? by percentage of respondents who had not heard about NotifyJoCo before this survey and answered "yes 50% 40% 30% 42% 40% 39% 39% 39% 38% 35% 33% 34% 48% 40% 24% 39% 51% NEW HIGH 20% 10% 0% 2Q 3Q 4Q 1Q 2Q 3Q 4Q 1Q 2Q 3Q 4Q 1Q 2Q 3Q ETC Institute (2016) Page 24

27 Q12. What are your overall thoughts regarding NotifyJoCo? by percentage of respondents (excluding not provided ) I like it and am already signed up I like it and I would like to sign up or get more information about it Don t feel my household has a need for it Use other emergency notification system 4% 4% 6% 12% 6% 7% 5% 8% 18% 20% 29% 24% 25% 27% 32% 27% 20% 30% 29% 26% 33% 32% 28% 36% 49% 46% 39% 32% 37% 42% 35% 27% 0% 10% 20% 30% 40% 50% Q Q Q Q Q Q Q Q Q13. Would you prefer to get a water bill monthly or every other month? by percentage of respondents Monthly 31% Don't know 1% Every other month 68% ETC Institute (2016) Page 25

28 Q14. If you have an issue with your bill or wanted to know how much water you were using, how likely are you to use the WaterOne website if it provided details about your consumption and was easy to access? by percentage of respondents Very likely 40% Likely 15% Don't know 2% Somewhat likely 10% Not likely 10% Not likely at all 24% Q15. Would you be willing to pay an extra $0.25 per month to get your bill every month and have daily water usage information available to you, or would you rather receive bills every other month and have your total water usage information available to you every 60 days? by percentage of respondents Pay extra $0.25/ get bill monthly 14% Receive bills every other month/water usage every 60 days 85% Don't know 1% ETC Institute (2016) Page 26

29 Satisfaction With the Overall Quality of Water Service Comparisons to the U.S. Average and Large U.S. Average by percentage of respondents who were very satisfied" or "satisfied with the overall quality of their water service U.S. Average 74% Large U.S. Average 71% WaterOne 91% 0% 20% 40% 60% 80% 100% Satisfaction With the Overall Quality of Water Service Comparisons to Other Kansas and Missouri Utilities by percentage of respondents who were very satisfied" or "satisfied with the overall quality of their water service Blue Springs, MO 73% Clayton, MO Columbia, MO Garden City, KS 80% 85% 85% Grain Valley, MO Lawrence, KS Lee's Summit Olathe, KS Raymore, MO Riverside, MO Kansas City, MO Wentzville, MO WaterOne Kansas and Missouri Average 73% 74% 78% 84% 70% 73% 73% 75% 78% 91% 0% 20% 40% 60% 80% 100% ETC Institute (2016) Page 27

30 Satisfaction With Clarity of Tap Water Comparisons to Other Kansas and Missouri Utilities by percentage of respondents who were rated the item as a 4 or 5 on a 5-point scale Olathe 96% Kansas City, MO 79% WaterOne 96% 0% 20% 40% 60% 80% 100% Satisfaction With Smell of Tap Water Comparisons to the U.S. Average and Large U.S. Average by percentage of respondents who were very satisfied" or "satisfied with the overall quality of their water service U.S. Average 77% Large U.S. Average 75% WaterOne 95% 0% 20% 40% 60% 80% 100% ETC Institute (2016) Page 28

31 Satisfaction With Smell of Tap Water Comparisons to Other Kansas and Missouri Utilities by percentage of respondents who were rated the item as a 4 or 5 on a 5-point scale Olathe 94% Kansas City, MO 80% WaterOne 95% 0% 20% 40% 60% 80% 100% Satisfaction With Water Pressure Comparisons to the U.S. Average and Large U.S. Average by percentage of respondents who were very satisfied" or "satisfied with the overall quality of their water service U.S. Average 80% Large U.S. Average 85% WaterOne 91% 0% 20% 40% 60% 80% 100% ETC Institute (2016) Page 29

32 Satisfaction With Water Pressure Comparisons to Other Kansas and Missouri Utilities by percentage of respondents who were very satisfied" or "satisfied with the overall quality of their water service Clayton, MO 86% Gardner, KS Harrisonville, MO Independence, MO Lee's Summit Olathe, KS Platte City, MO Raymore, MO Riverside, MO Kansas City, MO Wentzville, MO WaterOne Kansas and Missouri Average 77% 72% 83% 89% 87% 85% 80% 73% 76% 77% 91% 81% 0% 20% 40% 60% 80% 100% Satisfaction With Taste of Tap Water Comparisons to the U.S. Average and Large U.S. Average by percentage of respondents who were very satisfied" or "satisfied with the overall quality of their water service U.S. Average 69% Large U.S. Average 68% WaterOne 86% 0% 20% 40% 60% 80% 100% ETC Institute (2016) Page 30

33 Satisfaction With the Taste of Tap Water Comparisons to Other Kansas and Missouri Utilities by percentage of respondents who were very satisfied" or "satisfied with the overall quality of their water service Clayton, MO 90% Gardner, KS Grain Valley, MO 72% 76% Harrisonville, MO 40% Independence, MO 83% Lawrence, KS 69% Olathe, KS 90% Platte City, MO Raymore, MO Riverside, MO Kansas City, MO Wentzville, MO 81% 76% 72% 68% 75% WaterOne Kansas and Missouri Average 75% 86% 0% 20% 40% 60% 80% 100% Satisfaction With Fees Charged for Water Comparisons to Other Kansas and Missouri Utilities by percentage of respondents who were rated the item as a 4 or 5 on a 5-point scale Olathe 53% Kansas City, MO 33% WaterOne 53% 0% 20% 40% 60% 80% 100% ETC Institute (2016) Page 31

34 Customer Service Staff Were Easy to Contact Comparisons to Other Kansas and Missouri Utilities by percentage of respondents who were rated the item as a 4 or 5 on a 5-point scale Blue Springs Clayton Columbia Garden City Gardner Harrisonville Lenexa Mission Olathe Parkville Raymore Springfield Kansas City, MO Wentzville WaterOne Kansas and Missouri Average 62% 63% 65% 75% 73% 81% 80% 78% 77% 78% 82% 82% 87% 86% 89% 93% 0% 20% 40% 60% 80% 100% WaterOne Customer Service Staff Were Easy to Contact 2012 to 2016 by percentage of respondents who were rated the item as a 4 or 5 on a 5-point scale 100% 80% 60% 73% 64% 94% 90% 88% 83% 65% 95% 91% 92% 87%87% 86% 82% 80%80% 74% 73% 40% 20% 0% 2Q 3Q 4Q 1Q 2Q 3Q 4Q 1Q 2Q 3Q 4Q 1Q 2Q 3Q 4Q 1Q 2Q 3Q ETC Institute (2016) Page 32

35 Customer Service Staff Were Courteous and Polite Comparisons to Other Kansas and Missouri Utilities Blue Springs Clayton Columbia Garden City Gardner Grain Valley Harrisonville Lawrence Lee's Summit Lenexa Mission Olathe Overland Park Parkville Raymore Springfield Kansas City, MO Wentzville WaterOne Kansas and Missouri Average by percentage of respondents who were rated the item as a 4 or 5 on a 5-point scale 82% 79% 82% 75% 94% 80% 81% 88% 92% 91% 79% 95% 90% 94% 83% 73% 72% 85% 79% 84% 0% 20% 40% 60% 80% 100% Technical Competence of Personnel Comparisons to Other Kansas and Missouri Utilities Blue Springs Clayton Columbia Garden City Gardner Grain Valley Harrisonville Lawrence Lee's Summit Lenexa Mission Olathe Overland Park Parkville Raymore Springfield Kansas City, MO Wentzville WaterOne Kansas and Missouri Average by percentage of respondents who were rated the item as a 4 or 5 on a 5-point scale 74% 79% 71% 67% 77% 66% 71% 87% 87% 77% 79% 89% 81% 72% 72% 61% 62% 74% 64% 74% 0% 20% 40% 60% 80% 100% ETC Institute (2016) Page 33

36 Responsiveness of Personnel Comparisons to Other Kansas and Missouri Utilities by percentage of respondents who were rated the item as a 4 or 5 on a 5-point scale Blue Springs Clayton Columbia Garden City 73% 71% 69% 64% Gardner 89% Grain Valley 66% Harrisonville 72% Lawrence 78% Lee's Summit 86% Lenexa 78% Olathe 90% Overland Park Parkville 79% 77% Springfield 49% Kansas City, MO 62% WaterOne Kansas and Missouri Average 75% 74% 0% 20% 40% 60% 80% 100% Customer Service Staff Answered My Question or Resolved My Issue to My Satisfaction Comparisons to Other Kansas and Missouri Utilities Blue Springs Clayton Columbia Garden City Gardner Grain Valley Harrisonville Lawrence Lee's Summit Lenexa Mission Olathe Overland Park Parkville Springfield Kansas City, MO Wentzville WaterOne Kansas and Missouri Average by percentage of respondents who were rated the item as a 4 or 5 on a 5-point scale 68% 73% 69% 62% 69% 65% 65% 77% 82% 68% 65% 82% 72% 65% 52% 57% 66% 58% 68% 0% 20% 40% 60% 80% 100% ETC Institute (2016) Page 34

37 Section 2: Tabular Data ETC Institute (2016) Page 35

38 WaterOne Quarterly Customer Satisfaction Survey Customer Satisfaction Performance Index 3rd Quarter Q Mean Q Index Q Mean Q Index 2016 Index Change from 2Q Component Water pressure Taste of your tap water Smell of your tap water Clarity of your tap water Efforts to ensure drinking water is safe Efforts to ensure water supply meets the community's needs Keeping residents informed about water quality issues Efforts to keep residents informed about water service disruptions How quickly personnel respond to requests What you are charged for water Overall quality of your water service Composite Index Mean: reflects the mean rating given by all respondents excluding don't knows; each item was rated on a scale of 1 to 5 where "5" means very satisfied and "1" means very dissatisfied Index: reflects a conversion of the mean to a 100-point scale; the index is determined by the following equation [(mean-1) x 25]. A mean rating of 1 would result in an index value of 0; a mean rating of 3 would result in an index value of 50; and a mean rating of 5 would results in an index value of 100. Index Value Meaning 0-20 failing to meet all expectations failing to meet most expectations marginally meeting expectations meeting expectations exceeding most expectations ETC Institute (2016) Page 36

39 Q1. I'll begin by asking you questions about your water service. How satisfied are you with: (N=202) Very Very Satisfied Satisfied Neutral Dissatisfied Dissatisfied Don't Know Q1A. Water pressure on a typical day 61.4% 29.2% 6.9% 1.0% 1.0% 0.5% Q1B. Taste of your tap water 55.0% 24.8% 7.9% 4.0% 1.0% 7.4% Q1C. Smell of your tap water 69.8% 23.3% 3.5% 2.5% 0.0% 1.0% Q1D. Clarity of your tap water 73.3% 22.3% 3.5% 0.5% 0.0% 0.5% Q1E. Efforts by WaterOne to ensure your drinking water is safe to drink 47.0% 12.9% 1.5% 1.0% 0.5% 37.1% Q1F. Efforts by WaterOne to ensure an adequate supply of water is available to meet the community s growing needs 56.4% 15.8% 2.5% 0.5% 0.0% 24.8% Q1G. Efforts by WaterOne to keep you informed about water quality issues 41.6% 20.3% 13.9% 3.0% 3.5% 17.8% Q1H. Efforts by WaterOne to keep you informed about disruptions to your water service 33.2% 12.9% 6.4% 1.5% 1.0% 45.0% Q1I. How quickly WaterOne personnel respond to your requests 13.9% 5.9% 2.0% 1.5% 0.5% 76.2% Q1J. What you are charged for water 20.3% 28.7% 29.2% 11.4% 4.0% 6.4% Q1K. Overall quality of your water service 55.9% 34.7% 6.9% 2.0% 0.0% 0.5% ETC Institute (2016) Page 37

40 WITHOUT DON T KNOW Q1. I'll begin by asking you questions about your water service. How satisfied are you with: (without "don't know") (N=202) Very Very Satisfied Satisfied Neutral Dissatisfied Dissatisfied Q1A. Water pressure on a typical day 61.7% 29.4% 7.0% 1.0% 1.0% Q1B. Taste of your tap water 59.4% 26.7% 8.6% 4.3% 1.1% Q1C. Smell of your tap water 70.5% 23.5% 3.5% 2.5% 0.0% Q1D. Clarity of your tap water 73.6% 22.4% 3.5% 0.5% 0.0% Q1E. Efforts by WaterOne to ensure your drinking water is safe to drink 74.8% 20.5% 2.4% 1.6% 0.8% Q1F. Efforts by WaterOne to ensure an adequate supply of water is available to meet the community s growing needs 75.0% 21.1% 3.3% 0.7% 0.0% Q1G. Efforts by WaterOne to keep you informed about water quality issues 50.6% 24.7% 16.9% 3.6% 4.2% Q1H. Efforts by WaterOne to keep you informed about disruptions to your water service 60.4% 23.4% 11.7% 2.7% 1.8% Q1I. How quickly WaterOne personnel respond to your requests 58.3% 25.0% 8.3% 6.3% 2.1% Q1J. What you are charged for water 21.7% 30.7% 31.2% 12.2% 4.2% Q1K. Overall quality of your water service 56.2% 34.8% 7.0% 2.0% 0.0% ETC Institute (2016) Page 38

41 Q2A. Have you had an error on your water bill? Q2A. Have you had an error on your water bill? Number Percent Yes % No % Don't Know/Not Provided % Total % Q2A-1. IF YES: How satisfied were you with WaterOne's efforts to help you correct the error? Q2A1. How satisfied were you with WaterOne s efforts to help you correct the error? Number Percent Very Satisfied % Satisfied % Very Dissatisfied % Total % Q2a-2. IF DISSATISFIED: Why? Q2A2 If Dissatisfied or Very Dissatisfied It took a lot of effort. Web payment did not through, had to go in person and make two trips. Missing bill. Payment made on time but their process late & charged me late fee. ETC Institute (2016) Page 39

42 Q2B. Have you had your water turned off for not paying a bill? Q2B. Have you had your water turned off for not paying a bill? Number Percent No % Don't Know/Not Provided % Total % Q2C. Have you had a PLANNED disruption to water service at your home that WaterOne told you about in advance?(excludes having service turned off for non-payment of water bill) Q2C. Have you had a PLANNED disruption to water service at your home that WaterOne told you about in advance (excludes having service turned off for non-payment of water bill) Number Percent Yes % No % Total % Q2C-1. IF YES: How satisfied were you with WaterOne's efforts to inform you about the planned disruption to your service? Q2C1. How satisfied were you with WaterOne s efforts to inform you about the planned disruption to your service? Number Percent Very Satisfied % Satisfied % Total % ETC Institute (2016) Page 40

43 Q2C-2. IF YES: How long was your water turned off? Q2C2. How long was your water turned off? (in hours) Number Percent % % % % % % % Not provided % Total % WITHOUT NOT PROVIDED Q2C-2. IF YES: How long was your water turned off? (without not provided ) Q2C2. How long was your water turned off? (in hours) Number Percent % % % % % % % Total % Mean = 2.9 hours ETC Institute (2016) Page 41

44 Q2C-3. IF YES: Was that a reasonable amount of time to be without water? Q2C3. Was that a reasonable amount of time to be without water? Number Percent Yes % Don't Know/Not Provided % Total % Q2C-3. IF YES: Was that a reasonable amount of time to be without water? N=12 Q2C2. How long was your water turned off? (in hours) A B C D E F G Q2C3. Was that a reasonable amount of time to be without water? Yes % 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% No % 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% Don't Know/Not Provided % 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% Q2D. Have you had an UNPLANNED disruption to water service at your home that was caused by a MAIN BREAK? Q2D. Have you had an UNPLANNED disruption to water service at your home that was caused by a MAIN BREAK? Number Percent Yes % No % Don't Know/Not Provided % Total % ETC Institute (2016) Page 42

45 Q2D-1. IF YES: How long was your water service disrupted? Q2D1. How long was your water service disrupted? (in hours) Number Percent % % % % % % More than 12 hours % Don't know % Total % Mean=5.21 hours Q2D-2. IF YES: Do you think WaterOne restored your water service in a reasonable amount of time? Q2D2. Do you think WaterOne restored your water service in a reasonable amount of time? Number Percent Yes % No % Don't Know/Not Provided % Total % ETC Institute (2016) Page 43

46 Q2D-2. IF YES: Do you think WaterOne restored your water service in a reasonable amount of time? N=17 Q2D1. How long was your water service disrupted? (in hours) More than hours Q2D2. Do you think WaterOne restored your water service in a reasonable amount of time? Yes % 100.0% 100.0% 100.0% 100.0% 100.0% 0.0% No % 0.0% 0.0% 0.0% 0.0% 0.0% 100.0% Q2E. Have you had concerns about the safety of the drinking water provided by WaterOne during the past year? Q2E. Have you had concerns about the safety of the drinking water provided by WaterOne during the past year? Number Percent Yes % No % Total % ETC Institute (2016) Page 44

47 Q3. Have you called WaterOne with a question, problem, or complaint during the past year? Q3. Have you called WaterOne with a question, problem, or complaint during the past year? Number Percent Yes % No % Total % Q3A. (Only if YES to Question #3) On your most recent call, how many minutes did you have to wait before you could speak with someone who could help you? Q3A. On your most recent call, how many minutes did you have to wait before you could speak with someone who could help you? Number Percent % % % % % % Not provided % Total % Mean=3.83 minutes Q3B. (Only if YES to Question #3) When did you call? Q3B. What time did you call? Number Percent Normal business hours % After normal business hours % Total % ETC Institute (2016) Page 45

48 Q3C-G. (Only if YES to Question #3) Overall, how satisfied were you with: (N=20) Very Very Satisfied Satisfied Neutral Dissatisfied Dissatisfied Don't Know Q3C. How easy it was to contact WaterOne Services personnel 45.0% 25.0% 5.0% 20.0% 0.0% 5.0% Q3D. How courteously you were treated by WaterOne personnel 55.0% 20.0% 15.0% 0.0% 5.0% 5.0% Q3E. The technical competence of WaterOne personnel 50.0% 10.0% 35.0% 0.0% 0.0% 5.0% Q3F. The responsiveness of WaterOne personnel to your request 50.0% 25.0% 20.0% 5.0% 0.0% 0.0% Q3G. The ability of WaterOne personnel to answer your question or resolve your issue 50.0% 5.0% 15.0% 0.0% 25.0% 5.0% WITHOUT DON T KNOW Q3C-G. (Only if YES to Question #3) Overall, how satisfied were you with: (without "don't know") (N=20) Very Very Satisfied Satisfied Neutral Dissatisfied Dissatisfied Q3C. How easy it was to contact WaterOne Services personnel 47.4% 26.3% 5.3% 21.1% 0.0% Q3D. How courteously you were treated by WaterOne personnel 57.9% 21.1% 15.8% 0.0% 5.3% Q3E. The technical competence of WaterOne personnel 52.6% 10.5% 36.8% 0.0% 0.0% Q3F. The responsiveness of WaterOne personnel to your request 50.0% 25.0% 20.0% 5.0% 0.0% Q3G. The ability of WaterOne personnel to answer your question or resolve your issue 52.6% 5.3% 15.8% 0.0% 26.3% ETC Institute (2016) Page 46

49 Q3G-1. If not satisfied to Q3G, why? Q3G1. If not satisfied to Q3G, why? They say using 150 gal. a day & that can't be. Web looked like electronic payment made but was not. After main break, needed plumber to fix. Never got answer to why so high when usage was cut back. They argued the problem with me. Q4. Have any employees from WaterOne visited your home or done work in your neighborhood that you observed during the past year? Q4. Have any employees from WaterOne visited your home or done work in your neighborhood that you observed during the past year? Number Percent Yes % No % Don't Know/Not Provided % Total % Q4A-E. (If YES to Question #4) Did the employees you observed: (N=39) Don't Know/ Yes No Not Provided Q4A. Give you adequate notice about the work that was being done in your area 30.8% 15.4% 53.8% Q4B. Dress and act professionally 64.1% 0.0% 35.9% Q4C. Arrive at your home at the time they were scheduled to arrive (if applicable) 18.4% 2.6% 78.9% Q4D. Clean-up their work areas when they were finished 79.5% 5.1% 15.4% Q4E. Cause any damage to your lawn or Landscaping 17.9% 71.8% 10.3% ETC Institute (2016) Page 47

50 Q4A-E. (If YES to Question #4) Did the employees you observed: (N=39) Yes No Q4A. Give you adequate notice about the work that was being done in your area 66.7% 33.3% Q4B. Dress and act professionally 100.0% 0.0% Q4C. Arrive at your home at the time they were scheduled to arrive (if applicable) 87.5% 12.5% Q4D. Clean-up their work areas when they were finished 93.9% 6.1% Q4E. Cause any damage to your lawn or Landscaping 20.0% 80.0% Q4E. Did the employee that you observed: Q4E. Cause any damage to your lawn or landscaping Number Percent Yes % No % Don't Know/Not Provided % Total % Q4F. (IF YES to E): Did they repair your lawn or landscaping in a manner that was acceptable to you? Q4F. IF YES to E: Did they repair your lawn or landscaping in a manner that was acceptable to you? Number Percent Yes % No % Don't Know/Not Provided % Total % ETC Institute (2016) Page 48

51 Q5. Next: I am going to read you a list of different types of utilities. Please rate each ones on its reputation for reliability using a scale of 1 to 5 where "5" means "Always Reliable" and 1 means "Never Reliable." (N=202) Always Reliable Usually Reliable Often Reliable Seldom Reliable Never Reliable Not Applicable Q5A. Your electric company 52.0% 32.2% 13.4% 2.0% 0.0% 0.5% Q5B. Your local telephone company 26.2% 14.4% 16.3% 6.4% 4.5% 32.2% Q5C. Your Internet service provider 24.3% 22.3% 30.2% 9.4% 6.4% 7.4% Q5D. Your long distance telephone company 27.2% 15.3% 16.3% 5.4% 4.5% 31.2% Q5E. Your cellular, wireless or pager company 38.1% 31.7% 20.8% 1.5% 2.0% 5.9% Q5F. WaterOne 68.8% 25.7% 4.5% 0.0% 0.5% 0.5% WITHOUT NOT APPLICABLE Q5. Next: I am going to read you a list of different types of utilities. Please rate each ones on its reputation for reliability using a scale of 1 to 5 where "5" means "Always Reliable" and 1 means "Never Reliable." (without "not applicable") (N=202) Always Reliable Usually Reliable Often Reliable Seldom Reliable Never Reliable Q5A. Your electric company 52.2% 32.3% 13.4% 2.0% 0.0% Q5B. Your local telephone company 38.7% 21.2% 24.1% 9.5% 6.6% Q5C. Your Internet service provider 26.2% 24.1% 32.6% 10.2% 7.0% Q5D. Your long distance telephone company 39.6% 22.3% 23.7% 7.9% 6.5% Q5E. Your cellular, wireless or pager company 40.5% 33.7% 22.1% 1.6% 2.1% Q5F. WaterOne 69.2% 25.9% 4.5% 0.0% 0.5% ETC Institute (2016) Page 49

52 Q6. If WaterOne wanted to get non-emergency information to you, such as watering tips, water quality reports, etc., which of the following would be the best way to communicate the information to you? Q6. How do you prefer to receive non-emergency information? Number Percent A direct phone call % An % A text % WaterOne's Facebook or Twitter % WaterOne's website % A bill insert % Advertising in newspaper, TV, radio % Other % Don't know/not provided % Total 379 Q6. Other Q6. Other Mail Direct mail Mail Mail Mail Mail Regular mail ETC Institute (2016) Page 50

53 Q7. If you wanted information about your water service in a major water crisis, such as a natural disaster, how would you get it? Q7. If you wanted information about your water service in a major water crisis, such as a natural disaster, how would you get it? Number Percent Call WaterOne customer service % Check WaterOne's website % Follow WaterOne on Facebook or Twitter % Watch the local news % Other % Total 308 Q7. Other Q7. Other Fix it Text JoCoNotify Talk to neighbors Text County outreach Go to my farm Text Text Newspaper ETC Institute (2016) Page 51

54 Q8. Would you be willing to participate in future focus groups sponsored by WaterOne to get input from customers about a whide range of issues? Q8. Would you be willing to participate in future focus groups sponsored by WaterOne to get input from customers about a wide range of issues? Number Percent Yes % No % Don't know/not provided % Total % Q9. How frequently do you normally water your lawn during the summer? Q9. How frequently do you normally water your lawn during the summer? Number Percent Daily % Every Other Day % 1-2 Times Per Week % Less Than Once A Week % Never % Don't Know % Total % Q10. Did you follow the suggested Smart Watering timing this past summer? Q10. Did you follow the suggested Smart Watering timing this past summer? Number Percent Yes % No % Don't know % Total % ETC Institute (2016) Page 52

55 Q11. NotifyJoCo is a mass notification system designed to keep Johnson County residents, businesses, and others informed of emergencies, including weather warnings, water main breaks, public safety alerts, and natural disasters. Local authorities in partner communities use NotifyJoCo to alert you and keep you informed. Have you heard about NotifyJoCo before this survey? Q11. Have you heard about NotifyJoCo before this survey? Number Percent Yes % No % Total % Q11a. IF YES: Have you signed up for NotifyJoCo? Q11A. If YES to Q11, have you signed up for NotifyJoCO? Number Percent Yes % No % Total % Q11a-1. IF YES: Have you received notifications from NotifyJoCo regarding a water service disruption? Q11A1. If YES, have you received notifications from JoCo regarding a water service disruption? Number Percent Yes % No % Not provided % Total % ETC Institute (2016) Page 53

56 Q11a-2. IF NO: Why not? Q11A2. If NO to Q11A, why not? Number Percent No need % I don't know where or how to sign up % Too busy % Not sure % Not provided % Total % Q11a-2. IF NO: Why not? (without not provided ) Q11A2. If NO to Q11A, why not? Number Percent No need % I don't know where or how to sign up % Too busy % Not sure % Total % Q11b. IF NO to Question 11: Would you like to sign up for NotifyJoCo? Q11B. If NO to Q11, would you like to sign up for NotifyJoCo? Number Percent Yes % No % Not provided % Total % ETC Institute (2016) Page 54

57 Q12. What are your thoughts regarding NotifyJoCo? Q12. Overall, what are your thoughts regarding NotifyJoCo? Number Percent I like it and I am already signed up % I like it and I would like to sign up or get more information about it % No opinion, I don't feel I or my household has a need for it % Use some other form of emergency notification system % Total 198 Q12. Other thoughts: Q12. other Husband may be signed up. He gets notifications TV Husband would know about whether we are signed up. TV Doesn't have a computer or cell phone Prefer to call in to customer service to find out what's wrong Scout and weather app Local TV news Q13. Would you prefer to get a water bill monthly or every other month? Q13. Would you prefer to get a water bill monthly or every other month? Number Percent Monthly % Every other month % Don't know % Total % ETC Institute (2016) Page 55

58 Q14. If you have an issue with your bill or wanted to know how much water you were using, how likely are you to use the WaterOne website if it provided details about your consumption and was easy to access? Q14. If you have any issue with your bill or wanted to know how much water you were using, how likely are you to use the WaterOne website if it provided details about your consumption and was easy to access? Number Percent Very likely % Likely % Somewhat likely % Not likely % Not likely at all % Don't know % Total % Q15. Would you be willing to pay an extra $0.25 per month to get your bill every month and have daily water usage information available to you, or would you rather receive bills every other month and have your total water usage information available to you every 60 days? Q15. Would you be willing to pay an extra $0.25 per month to get your water bill every month and have daily water usage information available to you, or would you rather receive bills every other month and have your total water usage information available to you every 60 days? Number Percent Pay an extra $0.25 per month to get bill every month and have daily water usage information available % Receive bills every other month and have total water usage information available every 60 days % Don't know % Total % ETC Institute (2016) Page 56

59 Q16. How many people (including yourself) live in your household? Q16. How many people (including yourself) live in your household? Number Percent % % % % % Total % Other Comments: Comments Wish WaterOne would not charge fee for on-line payment. It is the only utility that does that. Feels he is paying for too much water that he is not using. Husband pays bill so unaware of how often paid. Has her grandchildren there a lot. Spend the night so lots of extra showers. Respondent very likely to pay bill online, but doesn't do it presently, because of $2 charge to do so. Was not informed so had to make two trips because they wanted cash and had to run to bank then go back. Wants to know if there is auto pay. Respondent was concerned about difference of WaterOne's sod replacement (after construction efforts in his neighborhood)--stated that his lawn was only seeded and now it's brown and burnt; but a block away, actual sod replacement was used. Service charge is as high as the water usage. Tries to control bill by not using a lot of water but service charges are more than the cost of water. ETC Institute (2016) Page 57

60 Section 3: Survey Instrument ETC Institute (2016) Page 58

61 Interviewer Date Telephone Number: WaterOne Quarterly Customer Satisfaction Survey (3 rd Qt. 2016) This is calling for WaterOne. WaterOne would like your opinion about the quality of service they provide. Do you have time to answer a few questions? The survey takes about 10 minutes. If YES: continue If NO: would there be a better time to call? Note date/time: DATE: TIME: Q1. I'll begin by asking you questions about your water service. How satisfied are you with: Very Very Don't Satisfied Satisfied Neutral Dissatisfied Dissatisfied Know Q1A. Water pressure on a typical day Q1B. Taste of your tap water Q1C. Smell of your tap water Q1D. Clarity of your tap water Q1E. Efforts by WaterOne to ensure your drinking water is safe to drink Q1F. Efforts by WaterOne to ensure an adequate supply of water is available to meet the community s growing needs Q1G. Efforts by WaterOne to keep you informed about water quality issues Q1H. Efforts by WaterOne to keep you informed about disruptions to your water service Q1I. How quickly WaterOne personnel respond to your requests Q1J. What you are charged for water Q1K. Overall quality of your water service

62 Q2. Please indicate if you have experienced any of the following situations related to your water service during the past year: Q2A. Have you had an error on your water bill? (1) Yes (2) No Q2A1. IF YES: How satisfied were you with WaterOne s efforts to help you correct the error? (5) Very satisfied (2) Dissatisfied (4) Satisfied (1) Very Dissatisfied (3) Neutral (9) Don t know Q2A2. IF DISSATISFIED or VERY DISSATISFIED with Q2A1.: What was the nature of the error? Q2B. Have you had your water turned off for not paying a bill? (1) Yes (2) No Q2B1. IF YES: How satisfied were you with WaterOne s efforts to inform you in advance that your water would be turned off if you did not pay your bill? (5) Very satisfied (2) Dissatisfied (4) Satisfied (1) Very Dissatisfied (3) Neutral (9) Don t know Q2C. Have you had a PLANNED disruption to water service at your home that WaterOne told you about in advance (excludes having service turned off for non-payment of water bill? (1) Yes (2) No Q2C1. IF YES: How satisfied were you with WaterOne s efforts to inform you about the planned disruption to your service? (5) Very satisfied (2) Dissatisfied (4) Satisfied (1) Very Dissatisfied (3) Neutral (9) Don t know Q2C2. IF YES: How long was your water turned off: hours Q2C3. IF YES: Was that a reasonable amount of time to be without water: (1) Yes (2) No Q2D. Have you had an UNPLANNED disruption to water service that was caused by a MAIN BREAK? (1) Yes (2) No Q2D1. IF YES: How long was your water service disrupted: hours Q2D2. IF YES: Do you think WaterOne restored your water service in a reasonable amount of time? (1) Yes (2) No Q2E. Have you had concerns about the safety of the drinking water provided by WaterOne during the past year? (1) Yes (2) No 2

63 Q3. Have you called WaterOne with a question, problem, or complaint during the past year? (1) Yes [ask Q3A-G] (2) No [go to Q4] Q3A-Q3G Only IF YES to #3 Q3A. On your most recent call, how many minutes did you have to wait before you could speak with someone who could help you: minutes Q3B. When did you call? (1) Normal business hours (2) After normal business hours Very Very Don t Overall, how satisfied were you with: Satisfied Satisfied Neutral Dissatisfied Dissatisfied Know Q3C. How easy it was to contact WaterOne Services personnel Q3D. How courteously you were treated by WaterOne personnel Q3E. The technical competence of WaterOne personnel Q3F. The responsiveness of WaterOne personnel to your request Q3G. The ability of WaterOne personnel to answer your question or resolve your issue IF DISSATISFIED OR VERY DISSATISFIED TO Q3G, WHY? Q4. Have any employees from WaterOne visited your home or done work in your neighborhood that you observed during the past year? (1) Yes [ask Q4A- F] (2) No [ go to Q5] Don t Did the employees you observed: YES NO Know Q4A. Give you adequate notice about the work that was being done in your area Q4B. Dress and act professionally Q4C. Arrive at your home at the time they were scheduled to arrive (if applicable) Q4D. Clean-up their work areas when they were finished Q4E. Cause any damage to your lawn or Landscaping Q4F. IF YES to Q4E: Did they repair your lawn or landscaping in a manner that was acceptable to you