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HomeMy Public PortalAboutExhibit MSD 99L - 2013 Customer Survey CombinedExhibit MSD 99L 2013 Annual Customer Satisfaction Survey Final Report Conducted- or _Metropolitan St. Louis Sewer District 725 W. Frontier Circle Olathe, KS 66061 (913) 829-1215 Contents Executive Summary i Section 1: Charts and Graphs 1 Section 2: GIS Maps 18 Section 3: Cross -tabular Data 54 Section 4: Survey Instrument 163 2013 Annual Customer Satisfaction Survey Executive Summary Purpose and Methodology The Metropolitan St. Louis Sewer District (MSD) has conducted an annual customer satisfaction survey since 1996. The purpose of the survey is to gather input from customers about a wide range of issues that influence customer satisfaction. The survey was administered by phone to a random sample of 425 residents in MSD's service area. The overall results of the survey have a precision of at least +/-5.0% at the 95% level of confidence. The survey results and historical trends for selected questions are shown graphically in Section 1 of this report. Tables showing the results for most questions on the survey based on the location of the respondents are provided in Section 3. Satisfaction with the Quality of Customer Service Provided by MSD's Employees Increased. The percentage of respondents who were "very satisfied" or "satisfied" with the manner in which MSD employees helped resolve their issue increased significantly from 52% in 2011 to 67% in 2013. The percentage of respondents who were "very satisfied" or "satisfied" with the politeness of MSD employees remains very high. (90% in 2012 and 87% in 2013). CUSTOMER SERVICE RATINGS: 2013 - 2011 Frequency of Various Behaviors that Influence Perceptions About the Quality of Customer Provided By MSD Among Customers Who Had Contacted MSD During the Previous Year by percentage of respondents who had contacted MSD who said "always" or "usually" (excluding don't knows) They were courteous and polite They gave prompt, accurate, and complete answers They did what they said in a timely manner They helped resolve an issue to your satisfaction 87% 7096 75% 67% 72% 74% 61% 52% 67% 67% 90°r° 0% 20% 40% 60% •2013 02012 02011 Source: ETC institute (2013 Annual Customer Satisfaction Summary) 80% 100% Trend Data 1 Areas Customers Feel Should Receive the Most Emphasis From MSD Over the Next Two Years. Thirty-five percent (35%) of the customers surveyed indicated MSD's efforts to protect and preserve the environment should receive the most emphasis over the next two years; 27% thought the overall quality of stormwater systems should receive emphasis, 22% MSD's efforts to keep you informed, 18% the quality of wastewater service, and 13% the overall quality of customer service. ➢ The Overall Efficiency of MSD Remains High. The mean rating for the overall efficiency of MSD reported in 2012 was 8.25. This year's mean rating increased, climbing to 8.28. Since the Customer Satisfaction survey in 1998, the overall efficiency of MSD, according to survey participants, has increased from 6.47 to 8.28 (net increase of 1.81) ➢ The Overall Reasonableness of Rates Charged by MSD Remains High. The mean rating for the reasonableness of rates charged by MSD was 7.58 last year. This year's mean rating was reported at 7.46. Since the Customer Satisfaction survey in 2011, the reasonableness of rates charged by MSD according to survey participants has increased from 6.75 to 7.46 (net increase of .71) ➢ The overall mean satisfaction ratings for all major areas of service (quality of wastewater, efforts by MSD to protect/preserve the environment, quality of customer service, quality of stormwater systems, and effort by MSD to keep customers informed) provided by MSD remain very high. The largest rating noted was in regard to the quality of wastewater service provided by MSD (8.54 mean satisfaction rating). ➢ The mean satisfaction ratings for stormwater and customer service provided by MSD increased in 5 areas assessed on the survey. The table below illustrates these increases. Satisfaction with Srormwarer Services 2012 Mean Rating 2013 Mean Rating Change Drainage of rainwater off streets in St. Louis 7.24 7.64 0.40 Drainage of rainwater cl streets in your neighborhood 8.18 8.20 0.02 Cleanliness of storm draincatch basins 8.15 8.13 -0.02 Satisfaction with Wastewater Services 2012 Mean Rating 2013 Mean Rating Change Adequacy of wastewater treatment facilities 8.94 8.87 -0.07 Odor from treatment facilities 8.91 8.81 -0.10 Satisfaction with Customer Service 2012 Mean Rating 2013 Mean Rating Change Friendliness at MSD personnel 8.57 8.82 0.25 How well the MSD treats its customers 8.29 8.44 0.15 Responsiveness of MSD personnel 8.22 8.30 0.0$ How easy billing problems are to resolve 8.59 8.54 -0.05 The accuracy of bills 8.97 8.91 -0.06 How easy bills are to understand 8.93 8.87 -0.06 Hours customer service is available 8.81 8.72 -0.09 11 2013 MSD Annual Customer Satisfaction Survey Section 1: Charts and Graphs ETC Institute (2014) 1 2013 MSD Annual Customer Satisfaction Survey I- r mea Q1: Satisfaction with Wastewater 2013 Customer Satisfaction Survey. n rating for all respondents based on a 10-point scale where 1="not satisfied at air and 10="completely satisfied" I Odor from treatment facilities Adequacy of wastewater trtmnt facilities I I I ,ffffffffffffffffffffffffffffffffffffffffffff ?ffffffffffffffffffffffffffffffffffffffffff fffffffffffffffffffffffffffffffffffffffffff effffffffffffffffffffffffffffffffffffff ,ffeeeeffffffffffffffffffffffffffffffffffffffffff ffffffffffffffffffffffffffffffffffffffffffff A A f fffffffffffffffffffffffffffffffffffffffffff f fffffffffffffffffffffffffffffffffffffffffff f fffffffffffffffffffffffffffffffffffffffffff f fffffffffffffffffffffffffffffffffffffffffff f ffffffffffffffffffffffffffffffffffffffffff:•. f fffffffffffffffffffffffffffffffffffffffffff. 8.81 8.91 8.84 8.87 8.94 8.67 0.00 2.00 4.00 _ 6.00 •2013 E32012 02011 Source: ETC Institute (2013 Annual Customer Satisfaction Summary) 8.00 10 411 00 Trend Data 11. Q2: Do You Know Who to Contact if You Have Problem with Wastewater or Sanitary Sewer Services 2013 2012 2011 2010 2009 2013 Customer Satisfaction Survey by percentage of respondents indicating "Yes" 71% 70% 66% 70% 66% 0% 20% 40% Source: ETC Institute (2013 Annual Customer Satisfaction Summary) 60% 80% 100% Trend Data ETC Institute (2014) 2 2013 MSD Annual Customer Satisfaction Survey I. I. Q3: During the Past 3 Years, Have You Had Any Sanitary Sewer Problems at Your Residence or Place of Business? 2013 Customer Satisfaction Survey Q3a: (If YESI Was the backup caused by problems in MSD's system? d No 80% 2013 Yes 20% No 42% No 84% 2012 Yes 16% No 49% Source: ETC Institute (2013 Annual Customer Satisfaction Summary) Yes 43% • Don't know 15% Yes 29% Don't know 23% Q3: Percentage of Customers Who Have Had Sanitary Sewer Problems at Their Home During the Past 3 Years 2013 Customer Satisfaction Survey 25% 20% 21% 18% 16% i 15% 10% 5% 0% 2010 ■ 2011 ■ Source: ETC Institute (2013 Annual Customer Satisfaction Summary) 20% ETC Institute (2014) 3 2013 MSD Annual Customer Satisfaction Survey I Q4: How Important Customers Think the Treatment and Discharge of Wastewater Is in Their Community 2013 Customer Satisfaction Survey by percentage of respondents who rated the item as a 1 or 2 on a 4-point scale 2013 2012 2011 2010 2009 2008 0% 20% • Very Important ®Somewhat Important Source: ETC Institute (2013 Annual Customer Satisfaction Summary) Trend Data FPI.' Q5: Satisfaction with Stormwater 2013 Customer Satisfaction Survey mean rating for all respondents based on a 10 point scale where 1="not satisfied at all and 10="completely satisfied" Drainage of rainwater off streets streets in your neighborhood Drainage off other streets in St. Louis Cleanliness of storm drains/catch basins 8.20 fffffffffffffffffffffffffffffffffffffff fffffffffffffffffffffffffffffffffffffff fffffffffffffffffffffffffffffffffffffff 8.18 fffffffffffffffffffffffffffffffffffffff ffffffffffffffffffffffffffffffffffffff �ffffffffffffffffffrfffffffffffffff fV eV �ffffffffffffffffffrfffffffffffffff �ffffffffffffffffffffffffffffffffff �ffffffffffffffffffffffffffffffffff ................................... 71.64 7.2 8.13 fffffffffffffffffffffffffffffffffffffff fffffffffffffffffffffffffffffffffffffff 8.15 fffffffffffffffffffffffffffffffffffffff fffffffffffffffffffffffffffffffffffffff 0.00 2.00 Source: ETC Institute (2013 Annual Customer Satisfaction Summary) 4.00 6.00 • 2013 02012 8.00 10 00 Trend Data ETC Institute (2014) 4 2013 MSD Annual Customer Satisfaction Survey r Q6: Do You Know Who to Contact if You Have Flooding Problems m Your Neighborhood 2013 2012 2011 2010 2009 2008 0% 2013 Customer Satisfaction Survey by percentage of respondents indicating "Yes" 20% 40% Source: ETC Institute (2013 Annual Customer Satisfaction Summary) 60% 80% 100% Trend Data Q7: During the Past 3 Years, Have You Had Any Storm water or Flooding Problems Near or at Your Home? 2013 Customer Satisfaction Survey Q7: flf YES/ Did you contact MSD? Yes 37% r No 63% Q7a: [If YES] How would you describe the storm water or flooding problem? Severe 39% No 84% Yes 16% Source: ETC Institute (2013 Annual Customer Satisfaction Summary) Moderate 42% Don't Know 2% Minor 17% ETC Institute (2014) 5 2013 MSD Annual Customer Satisfaction Survey Q8: During the Past 3 Years, Have You Had Any Soil Erosion Problems Related to Stormwater or Flooding Problems Near or at Your Home? 2013 Customer Satisfaction Survey Q8a: !If YES) How would you describe your soil erosion problem? Severe 31% No 85% Not sure 1% Moderate 38% Source: ETC Institute (2013 Annual Customer Satisfaction Summary) low Q9: During the Past 3 Years, Have You Had Any Soiil Erosion Problems Related to the Erosion or River or Creek Banks Near or at Your Home? 1 2013 Customer Satisfaction Survey Yes 6% No Source: ETC Institute (2013 Annual Customer Satisfaction Summary) Q9a: !If YES1 How would you describe your soil erosion problem? Severe so% t Minor 18% t e '11 1% Moderate 32% ETC Institute (2014) 6 2013 MSD Annual Customer Satisfaction Survey I. 2013 2012 111 2010 2009 Q10: How Important Customers Think Stormwater Management and the Prevention of Flooding Is in the St. Louis Area 2013 Customer Satisfaction Survey by percentage of respondents who rated the item as a 1 or 2 on a 4-point scale 0% 20% 40% 60% •Very Important Somewhat Important Source: ETC Institute (2013 Annual Customer Satisfaction Summary) 80% %I I 100% 411 Trend Data I Q11: Overall How Important Is Stormwater Management for the Prevention of Soil Erosion in the St. Louis Area? 2013 Customer Satisfaction Survey I 2013 2012 2011 2010 2009 by percentage of respondents who rated the item as a 1 or 2 on a 4-point scale '/////////7A 0% 20% 40% 60% •Very Important ®Somewhat Important Source: ETC Institute (2013 Annual Customer Satisfaction Summary) 80% 0 100% Trend Data ETC Institute (2014) 7 2013 MSD Annual Customer Satisfaction Survey ir Q12: Satisfaction with Customer Service 2013 Customer Satisfaction Survey mean rating for all respondents based on a 10-point scale where 1="not satisfied at all and 10='completely satisfied' 8.8. 9 The accuracy of bills A 8.62 How easy bills are to understand Friendliness of MSD personnel Hours customer service is available How easy billing problems are to resolve How well the MSD treats its customers Responsiveness of MSD personnel 1 97 8.87 8.93 8.80 8.82 8.57 8.56 8.72 8.81 8.61 8.54 8.59 8.30 8.44 8.29 7.98 8.30 8.22 7.89 0.00 2.00 4.00 • 2013 12012 1J 2011 Source: ETC Institute (2013 Annual Customer Satisfaction Summary) 8.00 I I I 10 00 111 Trend Data Q13: Areas of Customer Service that Should Receive the Most Emphasis Over the Next Two Years 2013 Customer Satisfaction Survey by percentage of respondents who made two choices (multiple responses allowed) Responsiveness of MSD personnel The accuracy of bills How well the MSD treats its customers How How easy bills are to understand easy billing problems are to resolve Hours customer service is available Friendliness of MSD personnel • 1st choice El 2nd choice Source: ETC Institute (2013 Annual Customer Satisfaction Summary) ETC Institute (2014) 8 2013 MSD Annual Customer Satisfaction Survey Q14: During the Past 3 Years, Have You Ever Contacted MSD with a Question, Problem or Complaint? 2013 Customer Satisfaction Survey i Q14a: [If YES] How easy was it to contact the person you needed to reach? Very difficult 06ffacult 7% No 79% Very easy Yes 51% 20% Somewhat easy 36% Source: ETC Institute (2013 Annual Customer Satisfaction Summary) rQ14b: Frequency of Various Behaviors that Influence 1111 Perceptions of Customer Service 2013 Customer Satisfaction Survey by percentage of respondents who had contacted MSD (excluding don't knows) They were courteous and polite They gave prompt, accurate, and complete answers They did what they said in a timely manner They helped resolve an issue to your satisfaction 71% 61% 62% 56% 0% 20% 40% VA j 60% A A PIN!1 674 13% 11% 11% 80% 100% •Always ®Usually Sometimes OSeldom/Never Source: ETC Institute (2013 Annual Customer Satisfaction Summary) ETC Institute (2014) 9 2013 MSD Annual Customer Satisfaction Survey CUSTOMER SERVICE RATINGS: 2013 - 2011 IM Frequency of Various Behaviors that Influence Perceptions About the Quality of Customer Provided By MSD Among Customers Who Had Contacted MSD During the Previous Year by percentage of respondents who had contacted MSD who said "always" or "usually" (excluding don't knows) They were courteous and polite They gave prompt, accurate, and complete answers They did what they said in a timely manner They helped resolve an issue to your satisfaction 87% �fffffffffffffffffffrrrrrrrr?ffff "''fff' 90% ffffffffxrrtttttrrrrrrrffffffftff:ftff. •ffffffff�����r��������������ffff. 76% 75% % 0 72% rrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrf •ffffffffffffffffffffffffffff ,ffffffffffffffffffffff 52 74% 67% 67% 0% 20% 40% 60% ti2013 ®2012 ©2011 Source: ETC Institute (2013 Annual Customer Satisfaction Summary) 80% 100% Trend Data Q15: How Has MSD Customer Treatment Been in the Past 12 Months? 2013 Customer Satisfaction Survey by percentage of respondents (excluding don't knows) 2012 2013 Stayed the same 74 % Somewhat worse 2% A lot worse 1% A lot better 6% Somewhat better 19% Stayed the same 65% 0111111/1 Somewhat worse 3% A lot worse 3% Source: ETC Institute (2013 Annual Customer Satisfaction Summary) A lot better 8% Somewhat better 21% I Trend Data ETC Institute (2014) 10 2013 MSD Annual Customer Satisfaction Survey i 16: From Which Sources Do You Receive Informati About the Metropolitan Sewer District? 2013 Customer Satisfaction Survey by percentage of respondents MSD billing statement Local television Direct mailings from MSD St. Louis Post -Dispatch Radio Call Newspapers Suburban Journals St. Louis American St. Louis Business Journal 68% 0% 20% 40% 60% 80% 100% Source: ETC Institute (2013 Annual Customer Satisfaction Summary) I I I I I 111 Q17: Percentage of Customers Who Have Seen or Heard Media Stories About the MSD During the Past 12 Months 2013 Customer Satisfaction Survey Don't know 5% Q17a: [If YES] How Did These Stories Change Your Perception of the MSD? No change 62% Somewhat negative --- 10% Much more negative 6% Source: ETC Institute (2013 Annual Customer Satisfaction Summary) Mk Donnow Somewhat positive 2% 16% Much more positive 4% J ETC Institute (2014) 11 2013 MSD Annual Customer Satisfaction Survey Q18: Satisfaction with Various Aspects of Communication from the Metropolitan Sewer District 2013 Customer Satisfaction Survey by percentage of respondents (excluding don't knows) The quality of direct mailings from MSD Availability of information about MSD services The quality of MSD's web page MSD efforts to keep you informed Efforts by MSD to involve the public 0% 20% — 40% •Very satisfied (5) ®Satisfied (4) ONeutral (3) ODissatisfied (2,1) Source: ETC Institute (2013 Annual Customer Satisfaction Summary) I 1 r Q 19: Which of the Following Agencies Is Responsible for the Treatment of Wastewater and Management of Stormwater Where You Live? 2013 Customer Satisfaction Survey by percentage of respondents (respondents could give more than one response) MSD City 53% %ffffffffffffffffffffffffffffffffffffffffffffff 51% vvvvvvvvvv 11% 'F,,,,,, 9% 1j'% 21% County 13% %fffffff o 9% Local Water Co. v 7% 4% 69% 0% 20% 40% •2013 En2012 ®2011 Source: ETC Institute (2013 Annual Customer Satisfaction Summary) 60% 1 I I I Trend Data ETC Institute (2014) 12 2013 MSD Annual Customer Satisfaction Survey I 11. 11. Q20: How Customers Think the Image of the MSD Has Changed During the Past 12 Months 2013 Customer Satisfaction Survey Stayed the same 51% Somewhat more prof 14°/ j j 41Much more profess 9% Don't know 22% Somewhat less prof 2% Much less professional 2% Source: ETC Institute (2013 Annual Customer Satisfaction Summary) ional I Q21: Overall Ratings for Various Utilities that Serve Residents in the St. Louis Area TRENDS: 2013 vs 2012 mean rating for all respondents based on a 10-point scale where 1="worst possible score" and 10="best possible score" 1111 LaClede Gas Company Metropolitan Sewer District Water Company Ameren UE Local phone company (SBC) • fffffffffffffffffffffffffffffffffffffffffffffffff. {fffffffffffffffffffffffffffffffffffffffffffffff� f fffffffffffffffffffffffffffffffffffffffffffffff� f ffffffffffffffffffffffffffffffffffffffffffffffff f ffffffffffffffffffffffffffffffffffffffffffffffff 11 r • fffffffffffffffffffffffffffffffffffffffffffffff� • fffffffffffffffffffffffffffffffffffffffffffffff� • fffffffffffffffffffffffffffffffffffffffffffffff� 0.00 2.00 4.00 6.00 • 2013 02012 Source: ETC Institute (2013 Annual Customer Satisfaction Summary) 7.3b 7.36 8.00 8.55 8.49 8.33 41 8.44 8.32 41 8.46 41 8.28 8.23 41 10 00 Trend Data ETC Institute (2014) 13 2013 MSD Annual Customer Satisfaction Survey 10.00 8.00 6.00 III 4.00 2.00 0.00 Q22: How Customers Rate the Overall Efficiency of the MSD 2006-2013 Customer Satisfaction Surveys mean rating for all respondents based on a 10-point scale where 1="very inefficient' and 10="very efficient' 7.87 7.88 7.93 2006 aid 2009 2010 Source: ETC Institute (2013 Annual Customer Satisfaction Summary) 8.25 8.28 7.64- 2011 2012 2013 Trend Data Q23: How Customers Rate the Reasonableness of the Rates Charged by the MSD 2006-2013 Customer Satisfaction Surveys mean rating for all respondents based on a 10-point scale where 1="very unreasonable" and 10="very reasonable" 10.00 8.00 6.00 4.00 2.00 0.00 2006 — 2009 ' 2010 2011 Source: ETC Institute (2013 Annual Customer Satisfaction Summary) Trend Data ETC Institute (2014) 14 2013 MSD Annual Customer Satisfaction Survey Q24: How Customers Think the MSD Determines the Amount of a Property Owner's Sewer Bill 2013 Customer Satisfaction Survey by percentage of respondents (multiple responses allowed) Water usage Est. amount of runoff ' Lot size Property value Don't know 40% /Z.,/ 42% 29% eeeeeeeeeeeeeeeeeeeeeeeeeeeeeee 31% 34% 39% 0% 20% 40% •2013 ®2012 •2011 Source: ETC Institute (2013 Annual Customer Satisfaction Summary) 60% Trend Data Q25. Do You Think MSD is an Environmental Leader? r by oercentaae of respondents U.S. Avg Yes 54% No 16% Don't know 30% MSD Yes 60% Don't know Source: ETC Institute (2013 Annual Customer Satisfaction Summary) 27% ETC Institute (2014) 15 2013 MSD Annual Customer Satisfaction Survey 1 Q26. How important do you think it is for MSD to invest in new technology and system improvements that will help keep the water clean in the region's streams and rivers? Very Important 73% by percentage of respondents Important 16% Don't know 5% ,Not lair 1° Neutral 5% Source: ETC Institute (2013 Annual Customer Satisfaction Summary) ortant 0 Q27: Satisfaction with Major Areas of Service Provided by the Metropolitan Sewer District 2013 Customer Satisfaction Survey Pmean rating for all respondents based on a 10-point scale where 1="not satisfied at all" and 10="completely satisfied" I Overall quality of wastewater service Efforts by MSD to protect/preserve environment Overall quality of customer service Overall quality of stormwater systems Overall effort by MSD to keep you informed 8.54 8.74 8.36 8.50 8.11 % 8.18 8.05 8.08 8.26 % 8.35 7.89 7.96 0 % .85 Kaaaaaaaaaaaaaaaa 7.56 7.83 %/ 7.77 7 56 .68 0.00 2.00 4.00 6.00 • 2013 2012 02011 02010 Source: ETC Institute (2013 Annual Customer Satisfaction Summary) 8.00 10.00 I I I I Trend Data ETC Institute (2014) 16 2013 MSD Annual Customer Satisfaction Survey 11E028: Areas � f MSD's Performance that Should Receive the Most Emphasis Over the Next Two Years 2013 Customer Satisfaction Survey by percentage of respondents who made two choices Efforts by MSD to protect/preserve environment im F Overall quality of stormwater systems Overall effort by MSD to keep you informed Overall quality of wastewater service Overall quality of customer service 0% 10% Source: ETC Institute (2013 Annual Customer Satisfaction Summary) 20% 30% • 1st choice E l2nd choice 40% ETC Institute (2014) 17 2013 MSD Annual Customer Satisfaction Survey Section 2: GIS Maps ETC Institute (2014) 18 2013 MSD Annual Customer Satisfaction Survey Location of Survey Respondents •••....k64 1 • W�_ o0 ••t. o Q) o 0 444O V s I1 0 O 0 0•� O 0 ° 0 i 0 0 O 0 0 1 • -tip • —•��-� , ` ♦, tt55• l -• d3 0 0 O O ° o° ° 90 ✓ �� o0 00 o •• it O 0 O 'a _Ji • ® • C • ; •$ i 0 ° 6] ♦�♦ ■ O O O 9 oo 00*4° '-0 00 • �a O O O •• ...♦•• O _ Don • • 0 ♦• O:O 0 ac g 00 i • s O 0 O ° O ♦♦• O (1Q cb 9- '�0 ., O 0 0. .49......, i� 0 Y7� ` 50 y�\• 0 •° I • 0 W• • •• e • O O • a • 02012 NAVTE NORTH 2013 MSD Customer Satisfaction Survey ETC Institute (2014) 19 2013 MSD Annual Customer Satisfaction Survey 0 FF LEGEND Q1 a Satisfaction with odor from wastewater treatment facilities N Mean rating *-E on a 10-point scale, where: s Ilim 1.0-2.8 Not satisfied at all 2.8-4.6 Not satisfied 4.6-6.4 Neutral , 6.4-8.2 Satisfied 8.2-10.0 Completely satisfied Other (no responses) 2013 MSD Customer Satisfaction Survey Shading reflects the mean rating for all respondents by ZIP Code (merged as needed) ETC Institute (2014) 20 2013 MSD Annual Customer Satisfaction Survey Qlb Satisfaction with the adequacy of wastewater treatment facilities LEGEND Mean rating on a 10-point scale, where: Ilim 1.0-2.8 Not satisfied at all 2.8-4.6 Not satisfied 4.6-6.4 Neutral , 6.4-8.2 Satisfied 8.2-10.0 Completely satisfied Other (no responses) 2013 MSD Customer Satisfaction Survey Shading reflects the mean rating for all respondents by ZIP Code (merged as needed) ETC Institute (2014) 21 2013 MSD Annual Customer Satisfaction Survey Q4 How important residents feel the treatment and discharge of wastewater is in their community LEGEND Mean rating on a 4-point scale, where: 1.0-1.75 Very important 1.75-2.5 Somewhat important 2.5-3.25 Not sure 3.25-4.0 Not important Other (no responses) 0 ©2E13 CALIPER; 66294AVTEC 2013 MSD Customer Satisfaction Survey Shading reflects the mean rating for all respondents by ZIP Code (merged as needed) ETC Institute (2014) 22 2013 MSD Annual Customer Satisfaction Survey Q5a Satisfaction with drainage of rainwater off neighborhood streets LEGEND Mean rating on a 10-point scale, where: Ilim 1.0-2.8 Not satisfied at all 2.8-4.6 Not satisfied 4.6-6.4 Neutral , 6.4-8.2 Satisfied 8.2-10.0 Completely satisfied Other (no responses) 2013 MSD Customer Satisfaction Survey Shading reflects the mean rating for all respondents by ZIP Code (merged as needed) ETC Institute (2014) 23 2013 MSD Annual Customer Satisfaction Survey Q5b Satisfaction with drainage of rainwater off streets in other parts of St Louis LEGEND Mean rating on a 10-point scale, where: 1.0-2.8 Not satisfied at all 2.8-4.6 Not satisfied 4.6-6.4 Neutral 6.4-8.2 Satisfied 8.2-10.0 Completely satisfied Other (no responses) ©2013 CALIPER; ©2 AVTEQ 2013 MSD Customer Satisfaction Survey Shading reflects the mean rating for all respondents by ZIP Code (merged as needed) ETC Institute (2014) 24 2013 MSD Annual Customer Satisfaction Survey Q5c Satisfaction with the cleanliness of storm drains and catch basins in your neighborhood LEGEND Mean rating on a 10-point scale, where: Ilim 1.0-2.8 Not satisfied at all 2.8-4.6 Not satisfied 4.6-6.4 Neutral , 6.4-8.2 Satisfied 8.2-10.0 Completely satisfied Other (no responses) 2013 MSD Customer Satisfaction Survey Shading reflects the mean rating for all respondents by ZIP Code (merged as needed) ETC Institute (2014) 25 2013 MSD Annual Customer Satisfaction Survey Q10 How important residents feel stormwater management for the prevention of flooding is in the St Louis area LEGEND Mean rating on a 4-point scale, where: 1.0-1.75 Very important 1.75-2.5 Somewhat important 2.5-3.25 Not sure 3.25-4.0 Not important Other (no responses) ©2E13 CALIPER; 66292 I'(AVTEC 2013 MSD Customer Satisfaction Survey Shading reflects the mean rating for all respondents by ZIP Code (merged as needed) ETC Institute (2014) 26 2013 MSD Annual Customer Satisfaction Survey Q11 How important residents feel stormwater management for the prevention of soil erosion is in the St Louis area LEGEND Mean rating on a 4-point scale, where: 1.0-1.75 Very important 1.75-2.5 Somewhat important 2.5-3.25 Not sure 3.25-4.0 Not important Other (no responses) ©2013 CALIPER; 662(92 I'(AVTEC 2013 MSD Customer Satisfaction Survey Shading reflects the mean rating for all respondents by ZIP Code (merged as needed) ETC Institute (2014) 27 2013 MSD Annual Customer Satisfaction Survey Q12a Satisfaction with how easy your bill is to understand LEGEND Mean rating on a 10-point scale, where: Ilim 1.0-2.8 Not satisfied at all 2.8-4.6 Not satisfied 4.6-6.4 Neutral , 6.4-8.2 Satisfied 8.2-10.0 Completely satisfied Other (no responses) 2013 MSD Customer Satisfaction Survey Shading reflects the mean rating for all respondents by ZIP Code (merged as needed) ETC Institute (2014) 28 2013 MSD Annual Customer Satisfaction Survey Q12b Satisfaction with accuracy of your bill LEGEND Mean rating on a 10-point scale, where: Ilim 1.0-2.8 Not satisfied at all 2.8-4.6 Not satisfied 4.6-6.4 Neutral , 6.4-8.2 Satisfied 8.2-10.0 Completely satisfied Other (no responses) 2013 MSD Customer Satisfaction Survey Shading reflects the mean rating for all respondents by ZIP Code (merged as needed) ETC Institute (2014) 29 2013 MSD Annual Customer Satisfaction Survey Q12c Satisfaction with how easy it is to resolve billing problems LEGEND Mean rating on a 10-point scale, where: Ilim 1.0-2.8 Not satisfied at all 2.8-4.6 Not satisfied 4.6-6.4 Neutral , 6.4-8.2 Satisfied 8.2-10.0 Completely satisfied Other (no responses) 2013 MSD Customer Satisfaction Survey Shading reflects the mean rating for all respondents by ZIP Code (merged as needed) ETC Institute (2014) 30 2013 MSD Annual Customer Satisfaction Survey Q12d Satisfaction with the hours that Customer Service is available -J • LEGEND Mean rating on a 10-point scale, where: Ilim 1.0-2.8 Not satisfied at all 2.8-4.6 Not satisfied 4.6-6.4 Neutral , 6.4-8.2 Satisfied 8.2-10.0 Completely satisfied Other (no responses) 2013 MSD Customer Satisfaction Survey Shading reflects the mean rating for all respondents by ZIP Code (merged as needed) ETC Institute (2014) 31 2013 MSD Annual Customer Satisfaction Survey Q12e Satisfaction with the responsiveness of MSD personnel LEGEND Mean rating on a 10-point scale, where: Ilim 1.0-2.8 Not satisfied at all 2.8-4.6 Not satisfied 4.6-6.4 Neutral , 6.4-8.2 Satisfied 8.2-10.0 Completely satisfied Other (no responses) 2013 MSD Customer Satisfaction Survey Shading reflects the mean rating for all respondents by ZIP Code (merged as needed) ETC Institute (2014) 32 2013 MSD Annual Customer Satisfaction Survey Q12f Satisfaction with the friendliness of MSD personnel LEGEND Mean rating on a 10-point scale, where: Ilim 1.0-2.8 Not satisfied at all 2.8-4.6 Not satisfied 4.6-6.4 Neutral , 6.4-8.2 Satisfied 8.2-10.0 Completely satisfied Other (no responses) 2013 MSD Customer Satisfaction Survey Shading reflects the mean rating for all respondents by ZIP Code (merged as needed) ETC Institute (2014) 33 2013 MSD Annual Customer Satisfaction Survey Q12g Satisfaction with how MSD treats its customers LEGEND Mean rating on a 10-point scale, where: Ilim 1.0-2.8 Not satisfied at all 2.8-4.6 Not satisfied 4.6-6.4 Neutral , 6.4-8.2 Satisfied 8.2-10.0 Completely satisfied Other (no responses) 2013 MSD Customer Satisfaction Survey Shading reflects the mean rating for all respondents by ZIP Code (merged as needed) ETC Institute (2014) 34 2013 MSD Annual Customer Satisfaction Survey Q14b-1 Frequency at which MSD employees were courteous and polite with customers LEGEND Mean rating on a 5-point scale, where: I I • 1.0-1.8 Never 1.8-2.6 Seldom 2.6-3.4 Sometimes 3.4-4.2 Usually 4.2-5.0 Always Other (no responses) 2013 MSD Customer Satisfaction Survey Shading reflects the mean rating for all respondents by ZIP Code (merged as needed) I 1 li i 1 ETC Institute (2014) 35 2013 MSD Annual Customer Satisfaction Survey Q14b-2 Frequency at which MSD employees gave prompt and accurate answers to customers goo LEGEND Mean rating on a 5-point scale, where: I I 1.0-1.8 Never 1.8-2.6 Seldom 2.6-3.4 Sometimes 3.4-4.2 Usually 4.2-5.0 Always Other (no responses) 5 2013 MSD Customer Satisfaction Survey Shading reflects the mean rating for all respondents by ZIP Code (merged as needed) J 1 ETC Institute (2014) 36 2013 MSD Annual Customer Satisfaction Survey Q14b-3 Frequency at which MSD employees did what they said they would do in a timely manner 0 LEGEND Mean rating on a 5-point scale, where: I 1.0-1.8 Never 1.8-2.6 Seldom 2.6-3.4 Sometimes 3.4-4.2 Usually 4.2-5.0 Always Other (no responses) 2013 MSD Customer Satisfaction Survey Shading reflects the mean rating for all respondents by ZIP Code (merged as needed) J 1 1 ETC Institute (2014) 37 2013 MSD Annual Customer Satisfaction Survey Q14b-4 Frequency at which MSD employees helped resolve issues to the customer's satisfaction LEGEND Mean rating on a 5-point scale, where: I 1.0-1.8 Never 1.8-2.6 Seldom 2.6-3.4 Sometimes 3.4-4.2 Usually 4.2-5.0 Always Other (no responses) 2013 MSD Customer Satisfaction Survey Shading reflects the mean rating for all respondents by ZIP Code (merged as needed) J ETC Institute (2014) 38 2013 MSD Annual Customer Satisfaction Survey Q15 How the way MSD treat its customers has changed according to customers LEGEND Mean rating on a 5-point scale, where: • - 1S' 1.0-1.8 A lot better 1.8-2.6 Somewhat better 2.6-3.4 Stayed the same 3.4-4.2 Somewhat worse 4.2-5.0 A lot worse Other (no responses) OM } G2013 CALIPER; ©2 I'(AVTEC 2013 MSD Customer Satisfaction Survey Shading reflects the mean rating for all respondents by ZIP Code (merged as needed) ETC Institute (2014) 39 2013 MSD Annual Customer Satisfaction Survey Q18a Satisfaction with the availability of information about MSD services O FF LEGEND Mean rating on a 5-point scale, where: I ■ 1.0-1.8 Very dissatisfied 1.8-2.6 Dissatisfied 2.6-3.4 Neutral 3.4-4.2 Satisfied El 4.2-5.0 Very satisfied Other (no responses) C2(11 3 CALIPER; 02 AVT EO 2013 MSD Customer Satisfaction Survey Shading reflects the mean rating for all respondents by ZIP Code (merged as needed) ETC Institute (2014) 40 2013 MSD Annual Customer Satisfaction Survey Q18b Satisfaction with MSD's efforts to keep you informed about problems with service 0 O FF LEGEND Mean rating on a 5-point scale, where: I ■ 1.0-1.8 Very dissatisfied 1.8-2.6 Dissatisfied 2.6-3.4 Neutral 3.4-4.2 Satisfied El 4.2-5.0 Very satisfied Other (no responses) C2(11 3 CALIPER; 02 AVT EO 2013 MSD Customer Satisfaction Survey Shading reflects the mean rating for all respondents by ZIP Code (merged as needed) ETC Institute (2014) 41 2013 MSD Annual Customer Satisfaction Survey Q18c Satisfaction with the efforts by MSD to involve the public in planning and investment decisions LEGEND Mean rating on a 5-point scale, where: - 1.0-1.8 Very dissatisfied 1.8-2.6 Dissatisfied 2.6-3.4 Neutral El 3.4-4.2 Satisfied El 4.2-5.0 Very satisfied Other (no responses) 1F' ,g2013 CALIPER; ©2 I'(AVTEC 2013 MSD Customer Satisfaction Survey Shading reflects the mean rating for all respondents by ZIP Code (merged as needed) ETC Institute (2014) 42 2013 MSD Annual Customer Satisfaction Survey QI8d Satisfaction with the quality of MSD's web page LEGEND Mean rating on a 5-point scale, where: I ■ 1.0-1.8 Very dissatisfied 1.8-2.6 Dissatisfied 2.6-3.4 Neutral 3.4-4.2 Satisfied El 4.2-5.0 Very satisfied Other (no responses) @201 B CALIPER; 662 AVTL .-) 2013 MSD Customer Satisfaction Survey Shading reflects the mean rating for all respondents by ZIP Code (merged as needed) ETC Institute (2014) 43 2013 MSD Annual Customer Satisfaction Survey Q18e Satisfaction with the quality of direct mailings from MSD O FF LEGEND Mean rating on a 5-point scale, where: I ■ 1.0-1.8 Very dissatisfied 1.8-2.6 Dissatisfied 2.6-3.4 Neutral 3.4-4.2 Satisfied 4.2-5.0 Very satisfied Other (no responses) C2(11 3 CALIPER; 02 AVT EO 2013 MSD Customer Satisfaction Survey Shading reflects the mean rating for all respondents by ZIP Code (merged as needed) ETC Institute (2014) 44 2013 MSD Annual Customer Satisfaction Survey Q20 During the past 12 months how residents think the image of MSD has changed LEGEND Mean rating on a 5-point scale, where: 4 1.0-1.8 Much more professional 1.8-2.6 Somewhat more professional 2.6-3.4 No change 3.4-4.2 Somewhat less professional 4.2-5.0 Much less professional Other (no responses) 113 CALIPER. ©2612 NAVTEQ 2013 MSD Customer Satisfaction Survey Shading reflects the mean rating for all respondents by ZIP Code (merged as needed) ETC Institute (2014) 45 2013 MSD Annual Customer Satisfaction Survey Q22 How residents rate the overall efficiency of MSD LEGEND Mean rating on a 10-point scale, where: Ilim 1.0-2.8 Not satisfied at all 2.8-4.6 Not satisfied 4.6-6.4 Neutral , 6.4-8.2 Satisfied 8.2-10.0 Completely satisfied Other (no responses) 2013 MSD Customer Satisfaction Survey Shading reflects the mean rating for all respondents by ZIP Code (merged as needed) ETC Institute (2014) 46 2013 MSD Annual Customer Satisfaction Survey Q23 How residents rate the overall reasonableness of rates charged O FF LEGEND Mean rating on a 10-point scale, where: Ilim 1.0-2.8 Not satisfied at all 2.8-4.6 Not satisfied 4.6-6.4 Neutral , 6.4-8.2 Satisfied 8.2-10.0 Completely satisfied Other (no responses) S ©2013 CALIPER; 66211AVTEQ 2013 MSD Customer Satisfaction Survey Shading reflects the mean rating for all respondents by ZIP Code (merged as needed) ETC Institute (2014) 47 2013 MSD Annual Customer Satisfaction Survey Q26 Importance placed on MSD to invest in new technology and system improvements that will help keep the water clean in streams/rivers 0 0 FF LEGEND Mean rating on a 10-point scale, where: Ilim 1.0-2.8 Not satisfied at all 2.8-4.6 Not satisfied 4.6-6.4 Neutral , 6.4-8.2 Satisfied 8.2-10.0 Completely satisfied Other (no responses) ©2013 CALIPER; 6621(AVTEQ 2013 MSD Customer Satisfaction Survey Shading reflects the mean rating for all respondents by ZIP Code (merged as needed) ETC Institute (2014) 48 2013 MSD Annual Customer Satisfaction Survey Q27a Satisfaction with the overall quality of wastewater service 0 O CD LEGEND Mean rating on a 10-point scale, where: Ilim 1.0-2.8 Not satisfied at all 2.8-4.6 Not satisfied 4.6-6.4 Neutral , 6.4-8.2 Satisfied 8.2-10.0 Completely satisfied Other (no responses) ©2013 CALIPER; 662 V1 E,) 2013 MSD Customer Satisfaction Survey Shading reflects the mean rating for all respondents by ZIP Code (merged as needed) ETC Institute (2014) 49 2013 MSD Annual Customer Satisfaction Survey Q27b Satisfaction with the overall quality of the stormwater system LEGEND Mean rating on a 10-point scale, where: 1.0-2.8 Not satisfied at all 2.8-4.6 Not satisfied 4.6-6.4 Neutral 6.4-8.2 Satisfied 8.2-10.0 Completely satisfied Other (no responses) 0 ©2013 CALIPER; 66211AVTEQ 2013 MSD Customer Satisfaction Survey Shading reflects the mean rating for all respondents by ZIP Code (merged as needed) ETC Institute (2014) 50 2013 MSD Annual Customer Satisfaction Survey Q27c Satisfaction with the overall quality of customer services provided by MSD 1 LEGEND Mean rating on a 10-point scale, where: Ilim 1.0-2.8 Not satisfied at all 2.8-4.6 Not satisfied 4.6-6.4 Neutral , 6.4-8.2 Satisfied 8.2-10.0 Completely satisfied Other (no responses) 0 ©2013 CALIPER; 66211AVTEQ 2013 MSD Customer Satisfaction Survey Shading reflects the mean rating for all respondents by ZIP Code (merged as needed) ETC Institute (2014) 51 2013 MSD Annual Customer Satisfaction Survey Q27d Satisfaction with the overall efforts of MSD to keep customers informed O FF LEGEND Mean rating on a 10-point scale, where: Ilim 1.0-2.8 Not satisfied at all 2.8-4.6 Not satisfied 4.6-6.4 Neutral , 6.4-8.2 Satisfied 8.2-10.0 Completely satisfied Other (no responses) ©2013 CALIPER; 66211AVTEQ 2013 MSD Customer Satisfaction Survey Shading reflects the mean rating for all respondents by ZIP Code (merged as needed) ETC Institute (2014) 52 2013 MSD Annual Customer Satisfaction Survey Q27e Satisfaction with the overall efforts of MSD to protect/preserve the environment 0 O FF LEGEND Mean rating on a 10-point scale, where: Ilim 1.0-2.8 Not satisfied at all 2.8-4.6 Not satisfied 4.6-6.4 Neutral , 6.4-8.2 Satisfied 8.2-10.0 Completely satisfied Other (no responses) S ©2013 CALIPER; 66291 AVTEQ 2013 MSD Customer Satisfaction Survey Shading reflects the mean rating for all respondents by ZIP Code (merged as needed) ETC Institute (2014) 53 2013 MSD Annual Customer Satisfaction Survey Section 3: Cross -tabular Data ETC Institute (2014) 54 2013 MSD Annual Customer Satisfaction Survey Q1. I would like to begin by asking you to rate your satisfaction with various aspects of your wastewater or sanitary sewer services. Please rate each of the following 04on a 10-point scale where "10" means completely satisfied and "1" means not satisfied at all. Total Q29. Which of the following best describes the location of your home? Inside the City of St. Louis Outside STL but E. of I270 S. of Hwy 40/ I-64 Outside STL but E. of I270 N. of Hwy 40/ I-64 West or outside of I- 270 24.7% 25.2% 24.5% Qla. Satisfaction with odor from wastewater treatment facilities near your home. Completely Satisfied 09 08 07 06 05 04 03 02 Not Satisfied At All Don't Know 25.6% 49.5% 45.8% 50.0% 47.7% 7.6% 6.5% 9.6% 12.8% 10.5% 10.3% 3.8% 9.2% 2.9% 5.6% 3.8% 3.7% 2.9% 3.7% 1.9% 0.9% 5.7% 0.9% 0.0% 2.8% 0.0% 0.9% 1.9% 1.8% 1.9% 0.9% 2.9% 0.9% 1.0% 1.9% 0.0% 0.0% 0.0% 2.8% 1.0% 0.9% 18.1% 20.6% 25.0% 19.3% Total 100.0% 48.2% 9.2% 8.5% 4.0% 2.4% 2.4% 1.2% 1.6% 0.7% 1.2% 20.7% ETC Institute (2014) 55 2013 MSD Annual Customer Satisfaction Survey 01. I would like to begin by asking you to rate your satisfaction with various aspects of your wastewater or sanitary sewer services. Please rate each of the following Q4on a 10-point scale where "10" means completely satisfied and "1" means not satisfied at all. Total Q29. Which of the following best describes the location of your home? Total Outside STL Outside STL but E. of I270 but E. of 1270 West or Inside the City & & outside of I - of St. Louis S. of Hwy 40/ N. of Hwy 40/ 270 1-64 I-64 24.7% 25.2% 24.5% 25.6% 100.0% Qlb. Adequacy of wastewater treatment facilities in your area. Completely Satisfied 41.9% 41.1% 42.3% 43.1% 42.1% 09 11.4% 12.1% 11.5% 9.2% 11.1% 08 7.6% 14.0% 7.7% 12.8% 10.6% 07 1.0% 2.8% 4.8% 1.8% 2.6% 06 1.9% 1.9% 0.0% 0.9% 1.2% 05 6.7% 0.9% 5.8% 3.7% 4.2% 04 0.0% 0.9% 0.0% 1.8% 0.7% 03 0.0% 0.0% 1.0% 0.0% 0.2% 02 0.0% 0.9% 1.0% 0.0% 0.5% Not Satisfied At All 0.0% 1.9% 1.9% 0.0% 0.9% Don't Know 29.5% 23.4% 24.0% 26.6% 25.9% ETC Institute (2014) 56 2013 MSD Annual Customer Satisfaction Survey Q1. I would like to begin by asking you to rate your satisfaction with various aspects of your wastewater or sanitary sewer services. Please rate each of the following on a 10-point scale where "10" means completely satisfied and "1" means not satisfied at all. (excluding don't know) Total Q29. Which of the following best describes the location of your home? Inside the City of St. Louis Outside STL but E. of I270 S. of Hwy 40/ I-64 Outside STL but E. of I270 N. of Hwy 40/ I-64 West or outside of I- 270 24.7% 25.2% 24.5% Qla. Satisfaction with odor from wastewater treatment facilities near your home. Completely Satisfied 09 08 07 06 05 04 03 02 Not Satisfied At All 25.6% 60.5% 57.6% 66.7% 59.1% 9.3% 8.2% 12.8% 15.9% 12.8% 12.9% 5.1% 11.4% 3.5% 7.1% 5.1% 4.5% 3.5% 4.7% 2.6% 1.1% 7.0% 1.2% 0.0% 3.4% 0.0% 1.2% 2.6% 2.3% 2.3% 1.2% 3.8% 1.1% 1.2% 2.4% 0.0% 0.0% 0.0% 3.5% 1.3% 1.1% Total 100.0% 60.8% 11.6% 10.7% 5.0% 3.0% 3.0% 1.5% 2.1% 0.9% 1.5% ETC Institute (2014) 57 2013 MSD Annual Customer Satisfaction Survey Q1. I would like to begin by asking you to rate your satisfaction with various aspects of your wastewater or sanitary sewer services. Please rate each of the following on a 10-point scale where "10" means completely satisfied and "1" means not satisfied at all. (excluding don't know) Total Q29. Which of the following best describes the location of your home? Inside the City of St. Louis Outside STL but E. of I270 S. of Hwy 40/ I-64 Outside STL but E. of I270 N. of Hwy 40/ I-64 West or outside of I- 270 24.7% 25.2% 24.5% 25.6% Qlb. Adequacy of wastewater treatment facilities in your area. Completely Satisfied 09 08 07 06 05 04 03 02 Not Satisfied At All 59.5% 53.7% 55.7% 58.8% 16.2% 15.9% 15.2% 12.5% 10.8% 18.3% 10.1% 17.5% 1.4% 3.7% 6.3% 2.5% 2.7% 2.4% 0.0% 1.3% 9.5% 1.2% 7.6% 5.0% 0.0% 1.2% 0.0% 2.5% 0.0% 0.0% 1.3% 0.0% 0.0% 1.2% 1.3% 0.0% 0.0% 2.4% 2.5% 0.0% Total 100.0% 56.8% 14.9% 14.3% 3.5% 1.6% 5.7% ETC Institute (2014) 58 2013 MSD Annual Customer Satisfaction Survey Q1. I would like to begin by asking you to rate your satisfaction with various aspects of your wastewater or sanitary sewer services. Please rate each of the following on a 10-point scale where "10" means completely satisfied and "1" means not satisfied at all. (Excluding don't know) Mean Total Qla. Satisfaction with odor from wastewater treatment facilities near your home. Qlb. Adequacy of wastewater treatment facilities in your area. 8.81 337 8.87 315 ETC Institute (2014) 59 2013 MSD Annual Customer Satisfaction Survey 02. Do you know who to contact if you have problems with wastewater or sanitary sewer services? Q29. Which of the following best describes the location of your home? Total Outside STL Outside STL but E. of I270 but E. of I270 West or Inside the City & & outside of I - of St. Louis S. of Hwy 40/ N. of Hwy 40/ 270 I-64 I-64 Total 24.7% 25.2% 24.5% 25.6% 100.0% Q2. Do you know who to contact if problems with wastewater or sewer services? Yes 71.8% 66.7% 75.2% 75.5% 72.3% No 28.2% 33.3% 24.8% 24.5% 27.7% ETC Institute (2014) 60 2013 MSD Annual Customer Satisfaction Survey 03. During the past 3 years, have you had any sanitary sewer problems at your residence or place of business? Q29. Which of the following best describes the location of your home? Total Outside STL Outside STL but E. of I270 but E. of 1270 West or Inside the City & & outside of I - of St. Louis S. of Hwy 40/ N. of Hwy 40/ 270 I-64 I-64 Total 24.7% 25.2% 24.5% 25.6% 100.0% Q3. Have you had any sanitary sewer problems at your residence or business? Yes No 18.1% 17.8% 19.2% 21.3% 19.1% 81.9% 82.2% 80.8% 78.7% 80.9% ETC Institute (2014) 61 2013 MSD Annual Customer Satisfaction Survey Q3a. Was the backup caused by problems in MSD's system? N=81 Q29. Which of the following best describes the location of your home? Total Inside the City of St. Louis Outside STL but E. of I270 S. of Hwy 40/ I-64 Outside STL but E. of I270 N. of Hwy 40/ I-64 West or outside of I- 270 23.5% 23.5% Q3a. Was the backup caused by problems in MSD's system? Yes No No Response 52.6% 31.6% 15.8% 47.4% 52.6% 0.0% 24.7% 55.0% 20.0% 25.0% 28.4% 21.7% 60.9% 17.4% Total 100.0% 43.2% 42.0% 14.8% ETC Institute (2014) 62 2013 MSD Annual Customer Satisfaction Survey Q4. Overall, how important do you think the treatment and discharge of wastewater is in your community? Total Q29. Which of the following best describes the location of your home? Inside the City of St. Louis Outside STL but E. of I270 & S. of Hwy 40/ I-64 Outside STL but E. of I270 & N. of Hwy 40/ I-64 West or outside of I- 270 24.7% 25.2% 24.5% Q4. How important is the treatment and discharge of wastewater in your community? Very important Somewhat important Not sure 91.4% 2.9% 5.7% 89.7% 5.6% 4.7% 87.5% 5.8% 6.7% 25.6% 91.7% 4.6% 3.7% Total 100.0% 90.1% 4.7% 5.2% ETC Institute (2014) 63 2013 MSD Annual Customer Satisfaction Survey Q5. Next, I would like you to rate your satisfaction with various aspects of stormwater services provided by MSD. Please rate each of the following on a 10-point scale where "10" means completely satisfied and "1" means not satisfied at all. Total Q29. Which of the following best describes the location of your home? Total Outside STL Outside STL but E. of I270 but E. of 1270 West or Inside the City & & outside of I - of St. Louis S. of Hwy 40/ N. of Hwy 40/ 270 1-64 I-64 24.7% 25.2% 24.5% 25.6% 100.0% Q5a. Satisfaction with the drainage of rainwater off streets in your neighborhood: Completely Satisfied 37.1% 38.3% 46.2% 42.2% 40.9% 09 13.3% 19.6% 12.5% 14.7% 15.1% 08 25.7% 20.6% 12.5% 17.4% 19.1% 07 6.7% 3.7% 5.8% 8.3% 6.1% 06 4.8% 4.7% 5.8% 4.6% 4.9% 05 7.6% 5.6% 4.8% 5.5% 5.9% 04 1.9% 4.7% 2.9% 1.8% 2.8% 03 1.0% 0.9% 1.9% 1.8% 1.4% 02 1.9% 0.0% 3.8% 1.8% 1.9% Not Satisfied At All 0.0% 1.9% 3.8% 1.8% 1.9% ETC Institute (2014) 64 2013 MSD Annual Customer Satisfaction Survey Q5. Next, I would like you to rate your satisfaction with various aspects of stormwater services provided by MSD. Please rate each of the following on a 10-point scale where "10" means completely satisfied and "1" means not satisfied at all. Total Q29. Which of the following best describes the location of your home? Total Outside STL Outside STL but E. of I270 but E. of 1270 West or Inside the City & & outside of I - of St. Louis S. of Hwy 40/ N. of Hwy 40/ 270 1-64 I-64 24.7% 25.2% 24.5% 25.6% 100.0% Q5b. Satisfaction with the drainage of rainwater in other parts of the St. Louis area: Completely Satisfied 14.3% 8.4% 12.5% 19.3% 13.6% 09 18.1% 39.3% 30.8% 24.8% 28.2% 08 26.7% 16.8% 16.3% 17.4% 19.3% 07 5.7% 19.6% 16.3% 12.8% 13.6% 06 12.4% 7.5% 5.8% 7.3% 8.2% 05 16.2% 8.4% 12.5% 10.1% 11.8% 04 3.8% 0.0% 2.9% 2.8% 2.4% 03 1.0% 0.0% 1.0% 2.8% 1.2% 02 0.0% 0.0% 0.0% 0.9% 0.2% Not Satisfied At All 1.9% 0.0% 1.9% 1.8% 1.4% ETC Institute (2014) 65 2013 MSD Annual Customer Satisfaction Survey Q5. Next, I would like you to rate your satisfaction with various aspects of stormwater services provided by MSD. Please rate each of the following on a 10-point scale where "10" means completely satisfied and "1" means not satisfied at all. Total Q29. Which of the following best describes the location of your home? Total Outside STL Outside STL but E. of I270 but E. of 1270 West or Inside the City & & outside of I - of St. Louis S. of Hwy 40/ N. of Hwy 40/ 270 1-64 I-64 24.7% 25.2% 24.5% 25.6% 100.0% Q5c. Satisfaction with the cleanliness of storm drains/catch basins in neighborhood Completely Satisfied 37.1% 30.8% 27.9% 33.0% 32.2% 09 21.0% 24.3% 23.1% 22.9% 22.8% 08 16.2% 15.9% 22.1% 19.3% 18.4% 07 6.7% 15.9% 9.6% 6.4% 9.6% 06 6.7% 3.7% 2.9% 4.6% 4.5% 05 3.8% 3.7% 5.8% 5.5% 4.7% 04 1.0% 2.8% 2.9% 2.8% 2.4% 03 3.8% 0.9% 2.9% 0.9% 2.1% 02 1.9% 0.9% 0.0% 1.8% 1.2% Not Satisfied At All 1.9% 0.9% 2.9% 2.8% 2.1% ETC Institute (2014) 66 2013 MSD Annual Customer Satisfaction Survey 05. Next, I would like you to rate your satisfaction with various aspects of stormwater services provided by MSD. Please rate each of the following on a 10-point scale where "10" means completely satisfied and "1" means not satisfied at all. (excluding don't know) NO Don't Knows Selected Q29. Which of the following best describes the location of your home? Total Total Outside STL Outside STL but E. of I270 but E. of 1270 West or Inside the City & & outside of I - of St. Louis S. of Hwy 40/ N. of Hwy 40/ 270 1-64 I-64 24.7% 25.2% 24.5% 25.6% 100.0% Q5a. Satisfaction with the drainage of rainwater off streets in your neighborhood: Completely Satisfied 37.1% 38.3% 46.2% 42.2% 40.9% 09 13.3% 19.6% 12.5% 14.7% 15.1% 08 25.7% 20.6% 12.5% 17.4% 19.1% 07 6.7% 3.7% 5.8% 8.3% 6.1% 06 4.8% 4.7% 5.8% 4.6% 4.9% 05 7.6% 5.6% 4.8% 5.5% 5.9% 04 1.9% 4.7% 2.9% 1.8% 2.8% 03 1.0% 0.9% 1.9% 1.8% 1.4% 02 1.9% 0.0% 3.8% 1.8% 1.9% Not Satisfied At All 0.0% 1.9% 3.8% 1.8% 1.9% ETC Institute (2014) 67 2013 MSD Annual Customer Satisfaction Survey 05. Next, I would like you to rate your satisfaction with various aspects of stormwater services provided by MSD. Please rate each of the following on a 10-point scale where "10" means completely satisfied and "1" means not satisfied at all. (excluding don't know) NO Don't Knows Selected Q29. Which of the following best describes the location of your home? Total Total Outside STL Outside STL but E. of I270 but E. of 1270 West or Inside the City & & outside of I - of St. Louis S. of Hwy 40/ N. of Hwy 40/ 270 1-64 I-64 24.7% 25.2% 24.5% 25.6% 100.0% Q5b. Satisfaction with the drainage of rainwater in other parts of the St. Louis area: Completely Satisfied 14.3% 8.4% 12.5% 19.3% 13.6% 09 18.1% 39.3% 30.8% 24.8% 28.2% 08 26.7% 16.8% 16.3% 17.4% 19.3% 07 5.7% 19.6% 16.3% 12.8% 13.6% 06 12.4% 7.5% 5.8% 7.3% 8.2% 05 16.2% 8.4% 12.5% 10.1% 11.8% 04 3.8% 0.0% 2.9% 2.8% 2.4% 03 1.0% 0.0% 1.0% 2.8% 1.2% 02 0.0% 0.0% 0.0% 0.9% 0.2% Not Satisfied At All 1.9% 0.0% 1.9% 1.8% 1.4% ETC Institute (2014) 68 2013 MSD Annual Customer Satisfaction Survey 05. Next, I would like you to rate your satisfaction with various aspects of stormwater services provided by MSD. Please rate each of the following on a 10-point scale where "10" means completely satisfied and "1" means not satisfied at all. (excluding don't know) NO Don't Knows Selected Q29. Which of the following best describes the location of your home? Total Total Outside STL Outside STL but E. of I270 but E. of 1270 West or Inside the City & & outside of I - of St. Louis S. of Hwy 40/ N. of Hwy 40/ 270 1-64 I-64 24.7% 25.2% 24.5% 25.6% 100.0% Q5c. Satisfaction with the cleanliness of storm drains/catch basins in neighborhood Completely Satisfied 37.1% 30.8% 27.9% 33.0% 32.2% 09 21.0% 24.3% 23.1% 22.9% 22.8% 08 16.2% 15.9% 22.1% 19.3% 18.4% 07 6.7% 15.9% 9.6% 6.4% 9.6% 06 6.7% 3.7% 2.9% 4.6% 4.5% 05 3.8% 3.7% 5.8% 5.5% 4.7% 04 1.0% 2.8% 2.9% 2.8% 2.4% 03 3.8% 0.9% 2.9% 0.9% 2.1% 02 1.9% 0.9% 0.0% 1.8% 1.2% Not Satisfied At All 1.9% 0.9% 2.9% 2.8% 2.1% ETC Institute (2014) 69 2013 MSD Annual Customer Satisfaction Survey 05. Next, I would like you to rate your satisfaction with various aspects of stormwater services provided by MSD. Please rate each of the following on a 10-point scale where "10" means completely satisfied and "1" means not satisfied at all. (excluding don't know) Mean Total Q5a. Satisfaction with the drainage of rainwater off streets in your neighborhood: Q5b. Satisfaction with the drainage of rainwater in other parts of the St. Louis area: Q5c. Satisfaction with the cleanliness of storm drains/catch basins in neighborhood 8.20 425 7.64 425 8.13 425 ETC Institute (2014) 70 2013 MSD Annual Customer Satisfaction Survey 06. Do you know who to contact if you have flooding problems in your neighborhood? Q29. Which of the following best describes the location of your home? Total Outside STL Outside STL but E. of I270 but E. of I270 West or Inside the City & & outside of I - of St. Louis S. of Hwy 40/ N. of Hwy 40/ 270 I-64 1-64 Total 24.7% 25.2% 24.5% 25.6% 100.0% Q6. Do you know who to contact if you have flooding problems in your neighborhood? Yes No 65.7% 57.0% 59.6% 64.2% 61.6% 34.3% 43.0% 40.4% 35.8% 38.4% ETC Institute (2014) 71 2013 MSD Annual Customer Satisfaction Survey 07. During the past 3 years, have you had any stormwater or flooding problems near or at your home? Q29. Which of the following best describes the location of your home? Total Outside STL Outside STL but E. of I270 but E. of 1270 West or Inside the City & & outside of I - of St. Louis S. of Hwy 40/ N. of Hwy 40/ 270 I-64 I-64 Total 24.7% 25.2% 24.5% 25.6% 100.0% Q7. Have you had stormwater/flooding problems near or at your home in past 3 years? Yes 17.1% 15.9% 16.3% 12.8% 15.5% No 82.9% 84.1% 83.7% 87.2% 84.5% ETC Institute (2014) 72 2013 MSD Annual Customer Satisfaction Survey Q7. Did you contact MSD? N=66 Q29. Which of the following best describes the location of your home? Inside the City of St. Louis Outside STL but E. of I270 & S. of Hwy 40/ I-64 Outside STL but E. of I270 & N. of Hwy 40/ I-64 West or outside of I- 270 Total Q7. If yes, Did you contact MSD? Yes No 27.3% 22.2% 77.8% 25.8% 41.2% 58.8% 25.8% 50.0% 50.0% 21.2% 35.7% 64.3% Total 100.0% 36.9% 63.1% ETC Institute (2014) 73 2013 MSD Annual Customer Satisfaction Survey Q7a. Would you describe your stormwater or flooding problem as a severe, moderate, or minor problem? [asked only of those who contacted MSD1 N=66 Q29. Which of the following best describes the location of your home? Total Total Outside STL Outside STL but E. of I270 but E. of 1270 West or Inside the City & & outside of I - of St. Louis S. of Hwy 40/ N. of Hwy 40/ 270 I-64 I-64 27.3% 25.8% 25.8% 21.2% 100.0% Q7a. Would you describe stormwater/flooding problem as severe, moderate, or minor? Severe 38.9% 35.3% 41.2% 42.9% 39.4% Moderate 33.3% 47.1% 47.1% 42.9% 42.4% Minor 22.2% 17.6% 11.8% 14.3% 16.7% Don't Know 5.6% 0.0% 0.0% 0.0% 1.5% ETC Institute (2014) 74 2013 MSD Annual Customer Satisfaction Survey Q8. During the last 3 years, have you had any soil erosion problems related to stormwater or flooding problems near or at your home? Total Q29. Which of the following best describes the location of your home? Inside the City of St. Louis Outside STL but E. of I270 & S. of Hwy 40/ I-64 Outside STL but E. of I270 & N. of Hwy 40/ I-64 West or outside of I- 270 24.7% 25.2% 24.5% Q8. Had any soil erosion problems related to stormwater or flooding in past 3 years? Yes No Don't Know 12.4% 87.6% 0.0% 12.5% 87.5% 0.0% 25.6% 17.4% 81.7% 0.9% Total 100.0% 14.4% 85.2% 0.5% ETC Institute (2014) 75 2013 MSD Annual Customer Satisfaction Survey Q8a. Would you describe your soil erosion problem as a severe, moderate, or minor problem? N=61 Q29. Which of the following best describes the location of your home? Total Inside the City of St. Louis Outside STL but E. of I270 & S. of Hwy 40/ I-64 Outside STL but E. of I270 & N. of Hwy 40/ I-64 West or outside of I- 270 21.3% 26.2% Q8a. If yes, was your soil erosion problem severe, moderate, or minor? Severe Moderate Minor 46.2% 46.2% 7.7% 6.3% 43.8% 50.0% 21.3% 38.5% 38.5% 23.1% 31.1% 36.8% 26.3% 36.8% Total 100.0% ETC Institute (2014) 76 2013 MSD Annual Customer Satisfaction Survey 09. During the last 3 years, have you had any soil erosion problems related to the erosion of river or creek banks near or at your home? Q29. Which of the following best describes the location of your home? Total Outside STL Outside STL but E. of I270 but E. of I270 West or Inside the City & & outside of I - of St. Louis S. of Hwy 40/ N. of Hwy 40/ 270 I-64 1-64 Total 24.7% 25.2% 24.5% 25.6% 100.0% Q9. Have you had any soil erosion problems related to erosion of river or creek banks? Yes No Don't Know 4.8% 7.5% 3.8% 10.1% 6.6% 94.3% 91.6% 95.2% 89.9% 92.7% 1.0% 0.9% 1.0% 0.0% 0.7% ETC Institute (2014) 77 2013 MSD Annual Customer Satisfaction Survey Q9a. Would you describe your soil erosion problem as a severe, moderate, or minor problem? N=28 Q29. Which of the following best describes the location of your home? Total Inside the City of St. Louis Outside STL but E. of I270 & S. of Hwy 40/ I-64 Outside STL but E. of I270 & N. of Hwy 40/ I-64 West or outside of I- 270 17.9% 28.6% Q9a. Was your soil erosion problem severe, moderate, or minor? Severe Moderate Minor 60.0% 40.0% 0.0% 25.0% 37.5% 37.5% 14.3% 75.0% 25.0% 0.0% 39.3% 54.5% 27.3% 18.2% Total 100.0% 50.0% 32.1% 17.9% ETC Institute (2014) 78 2013 MSD Annual Customer Satisfaction Survey Q10. Overall, how important do you think stormwater management for the prevention of flooding is in the St. Louis area? Total Q29. Which of the following best describes the location of your home? Inside the City of St. Louis Outside STL but E. of I270 & S. of Hwy 40/ I-64 Outside STL but E. of I270 & N. of Hwy 40/ I-64 West or outside of I- 270 24.7% 25.2% 24.5% Q 10. How important is stormwater management for the prevention of flooding? Very important Somewhat important Not sure Not important Don't know 83.8% 11.4% 2.9% 0.0% 1.9% 77.6% 19.6% 1.9% 0.9% 0.0% 92.3% 3.8% 1.9% 0.0% 1.9% 25.6% 84.4% 11.9% 2.8% 0.0% 0.9% Total 100.0% 84.5% 11.8% 2.4% 0.2% 1.2% ETC Institute (2014) 79 2013 MSD Annual Customer Satisfaction Survey Q11. Overall, how important do you think stormwater management for the prevention of soil erosion is in the St. Louis area? Total Q29. Which of the following best describes the location of your home? Inside the City of St. Louis Outside STL but E. of I270 & S. of Hwy 40/ I-64 Outside STL but E. of I270 & N. of Hwy 40/ I-64 West or outside of I- 270 24.7% 25.2% 24.5% Q 11. How important is stormwater management for the prevention of soil erosion? Very important Somewhat important Not sure Not important Don't know 81.0% 15.2% 2.9% 0.0% 1.0% 72.0% 27.1% 0.9% 0.0% 0.0% 81.7% 8.7% 3.8% 1.0% 4.8% 25.6% 78.0% 14.7% 4.6% 0.0% 2.8% Total 100.0% 78.1% 16.5% 3.1% 0.2% 2.1% ETC Institute (2014) 80 2013 MSD Annual Customer Satisfaction Survey Q12. Next, I would like you to rate your satisfaction with various aspects of customer service provided by MSD. Please rate each of the following on a 10-point scale where "10" means completely satisfied and "1" means not satisfied at all. Total Q29. Which of the following best describes the location of your home? Total Outside STL Outside STL but E. of I270 but E. of 1270 West or Inside the City & & outside of I - of St. Louis S. of Hwy 40/ N. of Hwy 40/ 270 I-64 I-64 24.7% 25.2% 24.5% 25.6% 100.0% Q 12a. How easy your bill is to understand: Completely Satisfied 55.2% 53.3% 51.9% 53.2% 53.4% 09 5.7% 10.3% 16.3% 11.0% 10.8% 08 11.4% 11.2% 10.6% 14.7% 12.0% 07 3.8% 5.6% 5.8% 4.6% 4.9% 06 0.0% 0.9% 1.9% 0.9% 0.9% 05 4.8% 4.7% 1.9% 2.8% 3.5% 04 1.9% 0.9% 1.9% 0.9% 1.4% 03 1.0% 0.9% 0.0% 1.8% 0.9% Not Satisfied At All 2.9% 1.9% 1.9% 0.0% 1.6% Don't Know 13.3% 10.3% 7.7% 10.1% 10.4% ETC Institute (2014) 81 2013 MSD Annual Customer Satisfaction Survey Q12. Next, I would like you to rate your satisfaction with various aspects of customer service provided by MSD. Please rate each of the following on a 10-point scale where "10" means completely satisfied and "1" means not satisfied at all. Q29. Which of the following best describes the location of your home? Total Outside STL Outside STL but E. of I270 but E. of 1270 West or Inside the City & & outside of I - of St. Louis S. of Hwy 40/ N. of Hwy 40/ 270 1-64 I-64 Total 24.7% 25.2% 24.5% 25.6% 100.0% Q 12b. The accuracy of your bill: Completely Satisfied 55.2% 46.7% 44.2% 51.4% 49.4% 09 8.6% 8.4% 13.5% 8.3% 9.6% 08 6.7% 9.3% 7.7% 11.0% 8.7% 07 2.9% 1.9% 6.7% 0.9% 3.1% 06 1.0% 1.9% 1.9% 0.9% 1.4% 05 1.0% 5.6% 2.9% 2.8% 3.1% 04 1.9% 1.9% 1.0% 0.9% 1.4% 03 0.0% 0.0% 1.0% 0.0% 0.2% 02 0.0% 0.9% 0.0% 0.9% 0.5% Not Satisfied At All 1.9% 2.8% 1.9% 0.0% 1.6% Don't Know 21.0% 20.6% 19.2% 22.9% 20.9% ETC Institute (2014) 82 2013 MSD Annual Customer Satisfaction Survey Q12. Next, I would like you to rate your satisfaction with various aspects of customer service provided by MSD. Please rate each of the following on a 10-point scale where "10" means completely satisfied and "1" means not satisfied at all. Total Q29. Which of the following best describes the location of your home? Total Outside STL Outside STL but E. of I270 but E. of 1270 West or Inside the City & & outside of I - of St. Louis S. of Hwy 40/ N. of Hwy 40/ 270 I-64 I-64 24.7% 25.2% 24.5% 25.6% 100.0% Ql2c. How easy it is to resolve billing problems: Completely Satisfied 25.7% 18.7% 28.8% 15.6% 22.1% 09 8.6% 1.9% 4.8% 4.6% 4.9% 08 2.9% 9.3% 3.8% 7.3% 5.9% 07 0.0% 2.8% 2.9% 0.9% 1.6% 06 1.0% 0.0% 1.9% 0.9% 0.9% 05 1.9% 3.7% 2.9% 2.8% 2.8% 04 1.0% 0.0% 0.0% 0.0% 0.2% 03 0.0% 0.0% 0.0% 0.9% 0.2% 02 0.0% 0.0% 0.0% 0.9% 0.2% Not Satisfied At All 1.0% 1.9% 1.9% 1.8% 1.6% Don't Know 58.1% 61.7% 52.9% 64.2% 59.3% ETC Institute (2014) 83 2013 MSD Annual Customer Satisfaction Survey Q12. Next, I would like you to rate your satisfaction with various aspects of customer service provided by MSD. Please rate each of the following on a 10-point scale where "10" means completely satisfied and "1" means not satisfied at all. Total Q29. Which of the following best describes the location of your home? Total Outside STL Outside STL but E. of I270 but E. of 1270 West or Inside the City & & outside of I - of St. Louis S. of Hwy 40/ N. of Hwy 40/ 270 1-64 I-64 24.7% 25.2% 24.5% 25.6% 100.0% Ql2d. Hours that customer service is available: Completely Satisfied 29.5% 22.4% 30.8% 27.5% 27.5% 09 8.6% 6.5% 6.7% 7.3% 7.3% 08 4.8% 5.6% 7.7% 2.8% 5.2% 07 1.9% 1.9% 1.9% 0.9% 1.6% 06 2.9% 0.0% 1.0% 1.8% 1.4% 05 1.0% 4.7% 1.9% 3.7% 2.8% 04 1.0% 0.0% 1.0% 0.9% 0.7% 03 1.9% 0.0% 0.0% 0.9% 0.7% Not Satisfied At All 1.0% 1.9% 1.9% 0.0% 1.2% Don't Know 47.6% 57.0% 47.1% 54.1% 51.5% ETC Institute (2014) 84 2013 MSD Annual Customer Satisfaction Survey Q12. Next, I would like you to rate your satisfaction with various aspects of customer service provided by MSD. Please rate each of the following on a 10-point scale where "10" means completely satisfied and "1" means not satisfied at all. Total Q29. Which of the following best describes the location of your home? Total Outside STL Outside STL but E. of I270 but E. of 1270 West or Inside the City & & outside of I - of St. Louis S. of Hwy 40/ N. of Hwy 40/ 270 1-64 I-64 24.7% 25.2% 24.5% 25.6% 100.0% Q 12e. The responsiveness of MSD personnel to the public: Completely Satisfied 28.6% 18.7% 26.9% 23.9% 09 8.6% 5.6% 11.5% 6.4% 08 6.7% 16.8% 8.7% 9.2% 07 4.8% 0.9% 2.9% 4.6% 06 2.9% 2.8% 3.8% 0.9% 05 1.9% 1.9% 4.8% 4.6% 04 1.0% 0.9% 0.0% 0.9% 03 1.9% 0.9% 1.0% 0.9% Not Satisfied At All 1.9% 0.9% 4.8% 0.0% Don't Know 41.9% 50.5% 35.6% 48.6% 24.5% 8.0% 10.4% 3.3% 2.6% 3.3% ETC Institute (2014) 85 2013 MSD Annual Customer Satisfaction Survey Q12. Next, I would like you to rate your satisfaction with various aspects of customer service provided by MSD. Please rate each of the following on a 10-point scale where "10" means completely satisfied and "1" means not satisfied at all. Total Q29. Which of the following best describes the location of your home? Total Outside STL Outside STL but E. of I270 but E. of 1270 West or Inside the City & & outside of I - of St. Louis S. of Hwy 40/ N. of Hwy 40/ 270 1-64 I-64 24.7% 25.2% 24.5% 25.6% 100.0% Ql2f. The friendliness of MSD personnel: Completely Satisfied 34.3% 27.1% 30.8% 24.8% 29.2% 09 8.6% 7.5% 7.7% 6.4% 7.5% 08 4.8% 8.4% 6.7% 8.3% 7.1% 07 2.9% 1.9% 2.9% 2.8% 2.6% 06 1.9% 0.9% 1.0% 2.8% 1.6% 05 1.0% 0.9% 3.8% 0.9% 1.6% 04 1.0% 0.9% 0.0% 1.8% 0.9% 03 0.0% 0.9% 1.0% 0.0% 0.5% 02 0.0% 0.9% 0.0% 0.0% 0.2% Not Satisfied At All 1.0% 0.0% 1.9% 0.0% 0.7% Don't Know 44.8% 50.5% 44.2% 52.3% 48.0% ETC Institute (2014) 86 2013 MSD Annual Customer Satisfaction Survey Q12. Next, I would like you to rate your satisfaction with various aspects of customer service provided by MSD. Please rate each of the following on a 10-point scale where "10" means completely satisfied and "1" means not satisfied at all. Q29. Which of the following best describes the location of your home? Total Outside STL Outside STL but E. of I270 but E. of 1270 West or Inside the City & & outside of I - of St. Louis S. of Hwy 40/ N. of Hwy 40/ 270 1-64 I-64 Total 24.7% 25.2% 24.5% 25.6% 100.0% Q12g. How MSD treats its customers: Completely Satisfied 34.3% 25.5% 31.7% 25.0% 29.1% 09 11.4% 8.5% 8.7% 6.5% 8.7% 08 9.5% 10.4% 10.6% 9.3% 9.9% 07 1.9% 3.8% 3.8% 3.7% 3.3% 06 1.0% 1.9% 2.9% 1.9% 1.9% 05 1.9% 1.9% 4.8% 6.5% 3.8% 04 1.0% 0.0% 0.0% 0.9% 0.5% 03 1.0% 0.9% 0.0% 0.0% 0.5% 02 1.9% 0.9% 0.0% 0.0% 0.7% Not Satisfied At All 1.0% 0.9% 4.8% 0.9% 1.9% Don't Know 35.2% 45.3% 32.7% 45.4% 39.7% ETC Institute (2014) 87 2013 MSD Annual Customer Satisfaction Survey Q12. Next, I would like you to rate your satisfaction with various aspects of customer service provided by MSD. Please rate each of the following on a 10-point scale where "10" means completely satisfied and "1" means not satisfied at all. (excluding don't know) Total Q29. Which of the following best describes the location of your home? Total Outside STL Outside STL but E. of I270 but E. of 1270 West or Inside the City & & outside of I - of St. Louis S. of Hwy 40/ N. of Hwy 40/ 270 I-64 I-64 24.7% 25.2% 24.5% 25.6% 100.0% Q 12a. How easy your bill is to understand: Completely Satisfied 63.7% 59.4% 56.3% 59.2% 59.6% 09 6.6% 11.5% 17.7% 12.2% 12.1% 08 13.2% 12.5% 11.5% 16.3% 13.4% 07 4.4% 6.3% 6.3% 5.1% 5.5% 06 0.0% 1.0% 2.1% 1.0% 1.0% 05 5.5% 5.2% 2.1% 3.1% 3.9% 04 2.2% 1.0% 2.1% 1.0% 1.6% 03 1.1% 1.0% 0.0% 2.0% 1.0% Not Satisfied At All 3.3% 2.1% 2.1% 0.0% 1.8% ETC Institute (2014) 88 2013 MSD Annual Customer Satisfaction Survey Q12. Next, I would like you to rate your satisfaction with various aspects of customer service provided by MSD. Please rate each of the following on a 10-point scale where "10" means completely satisfied and "1" means not satisfied at all. (excluding don't know) Q29. Which of the following best describes the location of your home? Total Outside STL Outside STL but E. of I270 but E. of 1270 West or Inside the City & & outside of I - of St. Louis S. of Hwy 40/ N. of Hwy 40/ 270 1-64 I-64 Total Q 12b. The accuracy of your bill: Completely Satisfied 69.9% 58.8% 54.8% 66.7% 09 10.8% 10.6% 16.7% 10.7% 08 8.4% 11.8% 9.5% 14.3% 07 3.6% 2.4% 8.3% 1.2% 06 1.2% 2.4% 2.4% 1.2% 05 1.2% 7.1% 3.6% 3.6% 04 2.4% 2.4% 1.2% 1.2% 03 0.0% 0.0% 1.2% 0.0% 02 0.0% 1.2% 0.0% 1.2% Not Satisfied At All 2.4% 3.5% 2.4% 0.0% 24.7% 25.2% 24.5% 25.6% 100.0% 62.5% 12.2% 11.0% 3.9% 1.8% 3.9% 1.8% 0.3% 0.6% 2.1% ETC Institute (2014) 89 2013 MSD Annual Customer Satisfaction Survey Q12. Next, I would like you to rate your satisfaction with various aspects of customer service provided by MSD. Please rate each of the following on a 10-point scale where "10" means completely satisfied and "1" means not satisfied at all. (excluding don't know) Total Q29. Which of the following best describes the location of your home? Total Outside STL Outside STL but E. of I270 but E. of 1270 West or Inside the City & & outside of I - of St. Louis S. of Hwy 40/ N. of Hwy 40/ 270 I-64 I-64 24.7% 25.2% 24.5% 25.6% 100.0% Ql2c. How easy it is to resolve billing problems: Completely Satisfied 61.4% 48.8% 61.2% 43.6% 54.3% 09 20.5% 4.9% 10.2% 12.8% 12.1% 08 6.8% 24.4% 8.2% 20.5% 14.5% 07 0.0% 7.3% 6.1% 2.6% 4.0% 06 2.3% 0.0% 4.1% 2.6% 2.3% 05 4.5% 9.8% 6.1% 7.7% 6.9% 04 2.3% 0.0% 0.0% 0.0% 0.6% 03 0.0% 0.0% 0.0% 2.6% 0.6% 02 0.0% 0.0% 0.0% 2.6% 0.6% Not Satisfied At All 2.3% 4.9% 4.1% 5.1% 4.0% ETC Institute (2014) 90 2013 MSD Annual Customer Satisfaction Survey Q12. Next, I would like you to rate your satisfaction with various aspects of customer service provided by MSD. Please rate each of the following on a 10-point scale where "10" means completely satisfied and "1" means not satisfied at all. (excluding don't know) Total Q29. Which of the following best describes the location of your home? Total Outside STL Outside STL but E. of I270 but E. of 1270 West or Inside the City & & outside of I - of St. Louis S. of Hwy 40/ N. of Hwy 40/ 270 1-64 I-64 24.7% 25.2% 24.5% 25.6% 100.0% Ql2d. Hours that customer service is available: Completely Satisfied 56.4% 52.2% 58.2% 60.0% 56.8% 09 16.4% 15.2% 12.7% 16.0% 15.0% 08 9.1% 13.0% 14.5% 6.0% 10.7% 07 3.6% 4.3% 3.6% 2.0% 3.4% 06 5.5% 0.0% 1.8% 4.0% 2.9% 05 1.8% 10.9% 3.6% 8.0% 5.8% 04 1.8% 0.0% 1.8% 2.0% 1.5% 03 3.6% 0.0% 0.0% 2.0% 1.5% Not Satisfied At All 1.8% 4.3% 3.6% 0.0% 2.4% ETC Institute (2014) 91 2013 MSD Annual Customer Satisfaction Survey Q12. Next, I would like you to rate your satisfaction with various aspects of customer service provided by MSD. Please rate each of the following on a 10-point scale where "10" means completely satisfied and "1" means not satisfied at all. (excluding don't know) Total Q29. Which of the following best describes the location of your home? Total Outside STL Outside STL but E. of I270 but E. of 1270 West or Inside the City & & outside of I - of St. Louis S. of Hwy 40/ N. of Hwy 40/ 270 1-64 I-64 24.7% 25.2% 24.5% 25.6% 100.0% Q 12e. The responsiveness of MSD personnel to the public: Completely Satisfied 49.2% 37.7% 41.8% 46.4% 09 14.8% 11.3% 17.9% 12.5% 08 11.5% 34.0% 13.4% 17.9% 07 8.2% 1.9% 4.5% 8.9% 06 4.9% 5.7% 6.0% 1.8% 05 3.3% 3.8% 7.5% 8.9% 04 1.6% 1.9% 0.0% 1.8% 03 3.3% 1.9% 1.5% 1.8% Not Satisfied At All 3.3% 1.9% 7.5% 0.0% 43.9% 14.3% 18.6% 5.9% 4.6% 5.9% 1.3% 2.1% 3.4% ETC Institute (2014) 92 2013 MSD Annual Customer Satisfaction Survey Q12. Next, I would like you to rate your satisfaction with various aspects of customer service provided by MSD. Please rate each of the following on a 10-point scale where "10" means completely satisfied and "1" means not satisfied at all. (excluding don't know) Total Q29. Which of the following best describes the location of your home? Total Outside STL Outside STL but E. of I270 but E. of 1270 West or Inside the City & & outside of I - of St. Louis S. of Hwy 40/ N. of Hwy 40/ 270 1-64 I-64 24.7% 25.2% 24.5% 25.6% 100.0% Ql2f. The friendliness of MSD personnel: Completely Satisfied 62.1% 54.7% 55.2% 51.9% 56.1% 09 15.5% 15.1% 13.8% 13.5% 14.5% 08 8.6% 17.0% 12.1% 17.3% 13.6% 07 5.2% 3.8% 5.2% 5.8% 5.0% 06 3.4% 1.9% 1.7% 5.8% 3.2% 05 1.7% 1.9% 6.9% 1.9% 3.2% 04 1.7% 1.9% 0.0% 3.8% 1.8% 03 0.0% 1.9% 1.7% 0.0% 0.9% 02 0.0% 1.9% 0.0% 0.0% 0.5% Not Satisfied At All 1.7% 0.0% 3.4% 0.0% 1.4% ETC Institute (2014) 93 2013 MSD Annual Customer Satisfaction Survey Q12. Next, I would like you to rate your satisfaction with various aspects of customer service provided by MSD. Please rate each of the following on a 10-point scale where "10" means completely satisfied and "1" means not satisfied at all. (excluding don't know) Q29. Which of the following best describes the location of your home? Total Outside STL Outside STL but E. of I270 but E. of 1270 West or Inside the City & & outside of I - of St. Louis S. of Hwy 40/ N. of Hwy 40/ 270 1-64 I-64 Total 24.7% 25.2% 24.5% 25.6% 100.0% Q12g. How MSD treats its customers: Completely Satisfied 52.9% 46.6% 47.1% 45.8% 48.2% 09 17.6% 15.5% 12.9% 11.9% 14.5% 08 14.7% 19.0% 15.7% 16.9% 16.5% 07 2.9% 6.9% 5.7% 6.8% 5.5% 06 1.5% 3.4% 4.3% 3.4% 3.1% 05 2.9% 3.4% 7.1% 11.9% 6.3% 04 1.5% 0.0% 0.0% 1.7% 0.8% 03 1.5% 1.7% 0.0% 0.0% 0.8% 02 2.9% 1.7% 0.0% 0.0% 1.2% Not Satisfied At All 1.5% 1.7% 7.1% 1.7% 3.1% ETC Institute (2014) 94 2013 MSD Annual Customer Satisfaction Survey Q12. Next, I would like you to rate your satisfaction with various aspects of customer service provided by MSD. Please rate each of the following on a 10-point scale where "10" means completely satisfied and "1" means not satisfied at all. (excluding don't know) Mean Total Q12a. How easy your bill is to understand: Ql2b. The accuracy of your bill: Q12c. How easy it is to resolve billing problems: Q12d. Hours that customer service is available: Q12e. The responsiveness of MSD personnel to the public: Q12f. The friendliness of MSD personnel: Ql2g. How MSD treats its customers: 8.87 381 8.91 336 8.54 173 8.72 206 8.30 237 8.82 221 8.44 255 ETC Institute (2014) 95 2013 MSD Annual Customer Satisfaction Survey Q13. If the Metropolitan Sewer District were to improve its performance in TWO of the areas I just read, which two areas do you think should be the most important to emphasize over the next two years? Total Q13. 1st choice How easy your bill is to understand The accuracy of your bill How easy it is to resolve billing problems Hours that customer service is available Responsiveness of MSD personnel to the public Friendliness of MSD personnel How MSD treats its customers None chosen Q29. Which of the following best describes the location of your home? Inside the City of St. Louis Outside STL but E. of I270 S. of Hwy 40/ I-64 Outside STL but E. of I270 N. of Hwy 40/ I-64 West or outside of I- 270 24.7% 25.2% 24.5% 25.6% 6.7% 6.5% 9.6% 7.3% 5.7% 13.1% 9.6% 11.9% 4.8% 6.5% 5.8% 7.3% 4.8% 6.5% 4.8% 4.6% 12.4% 15.0% 25.0% 13.8% 2.9% 4.7% 0.0% 2.8% 6.7% 1.9% 1.9% 3.7% 56.2% 45.8% 43.3% 48.6% Total 100.0% 5.2% 16.5% 2.6% 3.5% 48.5% ETC Institute (2014) 96 2013 MSD Annual Customer Satisfaction Survey Q13. If the Metropolitan Sewer District were to improve its performance in TWO of the areas I just read, which two areas do you think should be the most important to emphasize over the next two years? Q29. Which of the following best describes the location of your home? Total Outside STL Outside STL but E. of I270 but E. of 1270 West or Inside the City & & outside of I - of St. Louis S. of Hwy 40/ N. of Hwy 40/ 270 I-64 I-64 Total 24.7% 25.2% 24.5% 25.6% 100.0% Q13. 2nd choice How easy your bill is to understand 2.9% 1.9% 1.9% 1.8% 2.1% The accuracy of your bill 6.7% 2.8% 9.6% 8.3% 6.8% How easy it is to resolve billing problems 1.0% 1.9% 6.7% 2.8% 3.1% Hours that customer service is available 2.9% 5.6% 3.8% 2.8% 3.8% Responsiveness of MSD personnel to the public 5.7% 8.4% 3.8% 10.1% 7.1% Friendliness of MSD personnel 6.7% 5.6% 7.7% 3.7% 5.9% How MSD treats its customers 6.7% 7.5% 9.6% 6.4% 7.5% None chosen 67.6% 66.4% 56.7% 64.2% 63.8% ETC Institute (2014) 97 2013 MSD Annual Customer Satisfaction Survey Q13. If the Metropolitan Sewer District were to improve its performance in TWO of the areas I just read, which two areas do you think should be the most important to emphasize over the next two years? (both selections) Q29. Which of the following best describes the location of your home? Total Outside STL Outside STL but E. of I270 but E. of 1270 West or Inside the City & & outside of I - of St. Louis S. of Hwy 40/ N. of Hwy 40/ 270 1-64 I-64 Total 24.7% 25.2% Q13. both choices combined How easy your bill is to understand 9.5% 8.4% 11.5% The accuracy of your bill 12.4% 15.9% 19.2% 24.5% 25.6% 100.0% 9.2% 20.2% 9.6% 16.9% How easy it is to resolve billing problems 5.7% 8.4% 12.5% 10.1% 9.2% Hours that customer service is available 7.6% 12.1% 8.7% 7.3% 8.9% Responsiveness of MSD personnel to the public 18.1% 23.4% 28.8% 23.9% 23.5% Friendliness of MSD personnel 9.5% 10.3% 7.7% 6.4% 8.5% How MSD treats its customers 13.3% 9.3% 11.5% 10.1% 11.1% None chosen 75.2% 69.2% 57.7% 71.6% 68.5% ETC Institute (2014) 98 2013 MSD Annual Customer Satisfaction Survey Q14. During the past 3 years have you ever contacted MSD with a question, problem or complaint? Total Q29. Which of the following best describes the location of your home? Inside the City of St. Louis Outside STL but E. of I270 S. of Hwy 40/ I-64 Outside STL but E. of I270 N. of Hwy 40/ I-64 West or outside of I- 270 24.7% 25.2% 24.5% Q 14. In the past 3 years have you contacted MSD w/question, problem or complaint? Yes No No response 17.1% 82.9% 0.0% 23.4% 75.7% 0.9% 20.2% 78.8% 1.0% 25.6% 20.2% 79.8% 0.0% Total 100.0% 20.2% 79.3% 0.5% ETC Institute (2014) 99 2013 MSD Annual Customer Satisfaction Survey Q14a. How easy was it to contact the person you needed to reach? N=86 Q29. Which of the following best describes the location of your home? Total Inside the City of St. Louis Outside STL but E. of I270 & S. of Hwy 40/ I-64 Outside STL but E. of I270 & N. of Hwy 40/ I-64 West or outside of I- 270 20.9% 29.1% Q 14a. How easy was it to contact the person you needed to reach? Very easy Somewhat easy Difficult Very difficult 66.7% 27.8% 0.0% 5.6% 48.0% 36.0% 8.0% 8.0% 24.4% 42.9% 42.9% 9.5% 4.8% 25.6% 50.0% 36.4% 9.1% 4.5% Total 100.0% 51.2% 36.0% 7.0% 5.8% ETC Institute (2014) 100 2013 MSD Annual Customer Satisfaction Survey Q14b. I am going to read you several factors that mayjpfluence your perception of the quality of customer service you receive from MSD employees. For each item, please rate how often the employees you have contacted during the past year have displayed the behavior described on a scale of 1 to 5, where 5 means "Always" and 1 means "Never." N=86 Q29. Which of the following best describes the location of your home? Inside the City of St. Louis Outside STL but E. of I270 S. of Hwy 40/ I-64 Outside STL but E. of I270 N. of Hwy 40/ I-64 West or outside of I- 270 Total Q 14b(1). They were courteous and polite. Never Seldom Sometimes Usually Always Don't know 20.9% 0.0% 11.1% 0.0% 11.1% 72.2% 5.6% 29.1% 0.0% 4.0% 12.0% 28.0% 56.0% 0.0% 24.4% 4.8% 0.0% 9.5% 4.8% 81.0% 0.0% 25.6% 0.0% 4.5% 4.5% 18.2% 72.7% 0.0% Total 100.0% 1.2% 4.7% 7.0% 16.3% 69.8% 1.2% ETC Institute (2014) 101 2013 MSD Annual Customer Satisfaction Survey Q14b. I am going to read you several factors that mayjpfluence your perception of the quality of customer service you receive from MSD employees. For each item, please rate how often the employees you have contacted during the past year have displayed the behavior described on a scale of 1 to 5, where 5 means "Always" and 1 means "Never." N=86 Q29. Which of the following best describes the location of your home? Total Inside the City of St. Louis Outside STL but E. of I270 & S. of Hwy 40/ I-64 Outside STL but E. of I270 & N. of Hwy 40/ I-64 West or outside of I- 270 20.9% 29.1% Q 14b(2). They gave prompt, accurate, and complete answers to questions. Never Seldom Sometimes Usually Always Don't know 11.1% 0.0% 5.6% 16.7% 61.1% 5.6% 4.0% 12.0% 20.0% 16.0% 44.0% 4.0% 24.4% 4.8% 4.8% 9.5% 9.5% 71.4% 0.0% 25.6% 4.5% 4.5% 13.6% 13.6% 63.6% 0.0% Total 100.0% 5.8% 5.8% 12.8% 14.0% 59.3% 2.3% ETC Institute (2014) 102 2013 MSD Annual Customer Satisfaction Survey Q14b. I am going to read you several factors that mayjpfluence your perception of the quality of customer service you receive from MSD employees. For each item, please rate how often the employees you have contacted during the past year have displayed the behavior described on a scale of 1 to 5, where 5 means "Always" and 1 means "Never." N=86 Q29. Which of the following best describes the location of your home? Total Inside the City of St. Louis Outside STL but E. of I270 S. of Hwy 40/ I-64 Outside STL but E. of I270 N. of Hwy 40/ I-64 West or outside of I- 270 20.9% 29.1% Q 14b(3). They did what they said they would do in a timely manner Never Seldom Sometimes Usually Always Don't know 16.7% 5.6% 5.6% 5.6% 61.1% 5.6% 12.0% 8.0% 20.0% 20.0% 32.0% 8.0% 24.4% 9.5% 0.0% 9.5% 4.8% 76.2% 0.0% 25.6% 4.5% 4.5% 4.5% 4.5% 63.6% 18.2% Total 100.0% 10.5% 4.7% 10.5% 9.3% 57.0% 8.1% ETC Institute (2014) 103 2013 MSD Annual Customer Satisfaction Survey Q14b. I am going to read you several factors that mayjpfluence your perception of the quality of customer service you receive from MSD employees. For each item, please rate how often the employees you have contacted during the past year have displayed the behavior described on a scale of 1 to 5, where 5 means "Always" and 1 means "Never." N=86 Q29. Which of the following best describes the location of your home? Total Inside the City of St. Louis Outside STL but E. of I270 S. of Hwy 40/ I-64 Outside STL but E. of I270 N. of Hwy 40/ I-64 West or outside of I- 270 20.9% 29.1% Q14b(4). They helped you resolve an issue to your satisfaction. Never Seldom Sometimes Usually Always Don't know 11.1% 16.7% 5.6% 5.6% 55.6% 5.6% 20.0% 4.0% 16.0% 20.0% 36.0% 4.0% 24.4% 9.5% 0.0% 9.5% 14.3% 66.7% 0.0% 25.6% 22.7% 4.5% 9.1% 0.0% 63.6% 0.0% Total 100.0% 16.3% 5.8% 10.5% 10.5% 54.7% 2.3% ETC Institute (2014) 104 2013 MSD Annual Customer Satisfaction Survey Q14b. I am going to read you several factors that may influence your perception of the quality of customer service you receive from MSD employees. For each item, please rate how often the employees you have contacted during the past year have displayed the behavior described on a scale of 1 to 5, where 5 means "Always" and 1 means "Never." (excluding don't know) N=86 Q29. Which of the following best describes the location of your home? Total Outside STL Outside STL but E. of I270 but E. of 1270 West or Inside the City & & outside of I - of St. Louis S. of Hwy 40/ N. of Hwy 40/ 270 1-64 I-64 Total 20.9% 29.1% 24.4% 25.6% 100.0% Q 14b(1). They were courteous and polite. Never 0.0% 0.0% 4.8% 0.0% 1.2% Seldom 11.8% 4.0% 0.0% 4.5% 4.7% Sometimes 0.0% 12.0% 9.5% 4.5% 7.1% Usually 11.8% 28.0% 4.8% 18.2% 16.5% Always 76.5% 56.0% 81.0% 72.7% 70.6% ETC Institute (2014) 105 2013 MSD Annual Customer Satisfaction Survey Q14b. I am going to read you several factors that may influence your perception of the quality of customer service you receive from MSD employees. For each item, please rate how often the employees you have contacted during the past year have displayed the behavior described on a scale of 1 to 5, where 5 means "Always" and 1 means "Never." (excluding don't know) N=86 Q29. Which of the following best describes the location of your home? Total Outside STL Outside STL but E. of I270 but E. of 1270 West or Inside the City & & outside of I - of St. Louis S. of Hwy 40/ N. of Hwy 40/ 270 I-64 I-64 Total 20.9% 29.1% Q 14b(2). They gave prompt, accurate, and complete answers to questions. Never Seldom Sometimes Usually Always 24.4% 25.6% 100.0% 11.8% 4.2% 4.8% 4.5% 6.0% 0.0% 12.5% 4.8% 4.5% 6.0% 5.9% 20.8% 9.5% 13.6% 13.1% 17.6% 16.7% 9.5% 13.6% 14.3% 64.7% 45.8% 71.4% 63.6% 60.7% ETC Institute (2014) 106 2013 MSD Annual Customer Satisfaction Survey Q14b. I am going to read you several factors that may influence your perception of the quality of customer service you receive from MSD employees. For each item, please rate how often the employees you have contacted during the past year have displayed the behavior described on a scale of 1 to 5, where 5 means "Always" and 1 means "Never." (excluding don't know) N=86 Q29. Which of the following best describes the location of your home? Total Outside STL Outside STL but E. of I270 but E. of 1270 West or Inside the City & & outside of I - of St. Louis S. of Hwy 40/ N. of Hwy 40/ 270 1-64 I-64 Total 20.9% 29.1% Q 14b(3). They did what they said they would do in a timely manner Never Seldom Sometimes Usually Always 24.4% 25.6% 100.0% 17.6% 13.0% 9.5% 5.6% 11.4% 5.9% 8.7% 0.0% 5.6% 5.1% 5.9% 21.7% 9.5% 5.6% 11.4% 5.9% 21.7% 4.8% 5.6% 10.1% 64.7% 34.8% 76.2% 77.8% 62.0% ETC Institute (2014) 107 2013 MSD Annual Customer Satisfaction Survey Q14b. I am going to read you several factors that may influence your perception of the quality of customer service you receive from MSD employees. For each item, please rate how often the employees you have contacted during the past year have displayed the behavior described on a scale of 1 to 5, where 5 means "Always" and 1 means "Never." (excluding don't know) N=86 Q29. Which of the following best describes the location of your home? Total Outside STL Outside STL but E. of I270 but E. of 1270 West or Inside the City & & outside of I - of St. Louis S. of Hwy 40/ N. of Hwy 40/ 270 1-64 I-64 Total 20.9% 29.1% Q14b(4). They helped you resolve an issue to your satisfaction. Never Seldom Sometimes Usually Always 24.4% 25.6% 100.0% 11.8% 20.8% 9.5% 22.7% 16.7% 17.6% 4.2% 0.0% 4.5% 6.0% 5.9% 16.7% 9.5% 9.1 % 10.7% 5.9% 20.8% 14.3% 0.0% 10.7% 58.8% 37.5% 66.7% 63.6% 56.0% ETC Institute (2014) 108 2013 MSD Annual Customer Satisfaction Survey Q15. During the past 12 months do you think the way MSD treats its customers has gotten a lot better, somewhat better, stayed the same, somewhat worse, or a lot worse? Total Q29. Which of the following best describes the location of your home? Total Outside STL Outside STL but E. of I270 but E. of 1270 West or Inside the City & & outside of I - of St. Louis S. of Hwy 40/ N. of Hwy 40/ 270 I-64 I-64 24.7% 25.2% 24.5% 25.6% 100.0% Q15. How has the way MSD treats its customers changed? A lot better 7.6% 0.9% 3.9% 5.5% 4.5% Somewhat better 8.6% 10.3% 18.6% 12.8% 12.5% Stayed the same 37.1% 37.4% 37.3% 39.4% 37.8% Somewhat worse 1.0% 1.9% 1.0% 2.8% 1.7% A lot worse 1.0% 2.8% 3.9% 0.9% 2.1% Don't know 44.8% 46.7% 35.3% 38.5% 41.4% ETC Institute (2014) 109 2013 MSD Annual Customer Satisfaction Survey Q15. During the past 12 months do you think the way MSD treats its customers has gotten a lot better, somewhat better, stayed the same, somewhat worse, or a lot worse? (excluding don't know) Total Q29. Which of the following best describes the location of your home? Total Outside STL Outside STL but E. of I270 but E. of 1270 West or Inside the City & & outside of I - of St. Louis S. of Hwy 40/ N. of Hwy 40/ 270 I-64 I-64 24.7% 25.2% 24.5% 25.6% 100.0% Q15. How has the way MSD treats its customers changed? A lot better Somewhat better Stayed the same Somewhat worse A lot worse 13.8% 1.8% 6.1% 9.0% 7.7% 15.5% 19.3% 28.8% 20.9% 21.4% 67.2% 70.2% 57.6% 64.2% 64.5% 1.7% 3.5% 1.5% 4.5% 2.8% 1.7% 5.3% 6.1% 1.5% 3.6% ETC Institute (2014) 110 2013 MSD Annual Customer Satisfaction Survey 016. From which of the following sources do you receive information about the Metropolitan Sewer District? (combined responses) Total Q29. Which of the following best describes the location of your home? Total Outside STL Outside STL but E. of I270 but E. of 1270 West or Inside the City & & outside of I - of St. Louis S. of Hwy 40/ N. of Hwy 40/ 270 1-64 I-64 24.7% 25.2% 24.5% 25.6% 100.0% Q16. From which sources do you receive information about the MSD? MSD billing statement 68.6% 70.1% 59.6% 73.4% 68.0% Direct mailings from MSD 26.7% 25.2% 26.9% 20.2% 24.7% Radio 7.6% 16.8% 7.7% 11.9% 11.1% Local television 28.6% 31.8% 25.0% 29.4% 28.7% St Louis Post -Dispatch 13.3% 24.3% 21.2% 22.9% 20.5% St Louis American 3.8% 0.0% 1.0% 0.9% 1.4% Suburban Journals 2.9% 3.7% 1.9% 1.8% 2.6% Call newspapers 5.7% 4.7% 3.8% 2.8% 4.2% St Louis Business Journal 1.9% 0.0% 1.0% 1.8% 1.2% ETC Institute (2014) 111 2013 MSD Annual Customer Satisfaction Survey Q17. During the past 12 months, have you seen or heard any newspaper, radio, or television information or stories about MSD? Q29. Which of the following best describes the location of your home? Total Outside STL Outside STL but E. of I270 but E. of I270 West or Inside the City & & outside of I - of St. Louis S. of Hwy 40/ N. of Hwy 40/ 270 I-64 1-64 Total 24.7% 25.2% 24.5% 25.6% 100.0% Q17. In past 12 months, have you seen or heard any media stories about MSD? Yes No 32.4% 42.1% 40.4% 38.5% 38.4% 67.6% 57.9% 59.6% 61.5% 61.6% ETC Institute (2014) 112 2013 MSD Annual Customer Satisfaction Survey Q17a. Overall how would you say that these stories or articles changed the way you feel about MSD? N=163 Q29. Which of the following best describes the location of your home? Total Inside the City of St. Louis Outside STL but E. of I270 & S. of Hwy 40/ I-64 Outside STL but E. of I270 & N. of Hwy 40/ I-64 West or outside of I- 270 20.9% 27.6% 25.8% Q17a. How have these stories or articles changed the way you feel about MSD? Feel much more positive about MSD Feel somewhat more positive Did not change the way I feel Feel somewhat more negative Feel much more negative Don't know 0.0% 26.5% 55.9% 4.4% 20.0% 53.3% 17.8% 2.2% 2.2% 4.8% 9.5% 66.7% 2.4% 14.3% 2.4% 25.8% 7.3% 9.8% 73.2% 7.3% 2.4% 0.0% Total 100.0% 4.3% 16.0% 62.3% 9.9% 6.2% 1.2% ETC Institute (2014) 113 2013 MSD Annual Customer Satisfaction Survey Q18. Using a scale of 1 to 5 where 5 means "very satisfied" and 1 means "very dissatisfied," please rate your satisfaction with the following aspects of communication from the Metropolitan Sewer District. Total Q29. Which of the following best describes the location of your home? Total Outside STL Outside STL but E. of I270 but E. of 1270 West or Inside the City & & outside of I - of St. Louis S. of Hwy 40/ N. of Hwy 40/ 270 1-64 I-64 24.7% 25.2% 24.5% 25.6% 100.0% Q18a. The availability of information about MSD services: Very Satisfied 43.8% 41.1% 34.7% 40.6% 40.1% Satisfied 20.0% 21.5% 32.7% 24.5% 24.6% Neutral 12.4% 18.7% 12.9% 13.2% 14.3% Dissatisfied 2.9% 0.9% 3.0% 3.8% 2.6% Very Dissatisfied 3.8% 2.8% 3.0% 2.8% 3.1% Don't Know 17.1% 15.0% 13.9% 15.1% 15.3% ETC Institute (2014) 114 2013 MSD Annual Customer Satisfaction Survey Q18. Using a scale of 1 to 5 where 5 means "very satisfied" and 1 means "very dissatisfied," please rate your satisfaction with the following aspects of communication from the Metropolitan Sewer District. Total Q29. Which of the following best describes the location of your home? Total Outside STL Outside STL but E. of I270 but E. of 1270 West or Inside the City & & outside of I - of St. Louis S. of Hwy 40/ N. of Hwy 40/ 270 1-64 I-64 24.7% 25.2% 24.5% 25.6% 100.0% Q18b. MSD efforts to keep you informed about problems with your service: Very Satisfied 37.1% 26.2% 30.7% 35.8% 32.5% Satisfied 18.1% 17.8% 27.7% 16.0% 19.8% Neutral 14.3% 18.7% 10.9% 16.0% 15.0% Dissatisfied 5.7% 3.7% 8.9% 3.8% 5.5% Very Dissatisfied 1.9% 6.5% 1.0% 2.8% 3.1% Don't Know 22.9% 27.1% 20.8% 25.5% 24.1% ETC Institute (2014) 115 2013 MSD Annual Customer Satisfaction Survey Q18. Using a scale of 1 to 5 where 5 means "very satisfied" and 1 means "very dissatisfied," please rate your satisfaction with the following aspects of communication from the Metropolitan Sewer District. Total Q29. Which of the following best describes the location of your home? Total Outside STL Outside STL but E. of I270 but E. of 1270 West or Inside the City & & outside of I - of St. Louis S. of Hwy 40/ N. of Hwy 40/ 270 1-64 I-64 24.7% 25.2% 24.5% 25.6% 100.0% Q18c. Efforts by MSD to involve the public in planning and investment decisions: Very Satisfied 28.6% 11.2% 16.8% 19.8% 19.1% Satisfied 14.3% 16.8% 17.8% 15.1% 16.0% Neutral 12.4% 23.4% 13.9% 24.5% 18.6% Dissatisfied 7.6% 4.7% 5.0% 8.5% 6.4% Very Dissatisfied 4.8% 8.4% 11.9% 3.8% 7.2% Don't Know 32.4% 35.5% 34.7% 28.3% 32.7% ETC Institute (2014) 116 2013 MSD Annual Customer Satisfaction Survey Q18. Using a scale of 1 to 5 where 5 means "very satisfied" and 1 means "very dissatisfied," please rate your satisfaction with the following aspects of communication from the Metropolitan Sewer District. Q29. Which of the following best describes the location of your home? Total Outside STL Outside STL but E. of I270 but E. of 1270 West or Inside the City & & outside of I - of St. Louis S. of Hwy 40/ N. of Hwy 40/ 270 1-64 I-64 Total 24.7% 25.2% 24.5% 25.6% 100.0% Q 18d. The quality of MSD's web page: Very Satisfied 10.8% 10.7% 9.4% 11.8% 10.7% Satisfied 4.9% 6.8% 8.3% 8.8% 7.2% Neutral 2.9% 5.8% 4.2% 7.8% 5.2% Dissatisfied 1.0% 1.0% 2.1% 1.0% 1.2% Very Dissatisfied 2.0% 1.9% 1.0% 0.0% 1.2% Don't Know 78.4% 73.8% 75.0% 70.6% 74.4% ETC Institute (2014) 117 2013 MSD Annual Customer Satisfaction Survey Q18. Using a scale of 1 to 5 where 5 means "very satisfied" and 1 means "very dissatisfied," please rate your satisfaction with the following aspects of communication from the Metropolitan Sewer District. Total Q29. Which of the following best describes the location of your home? Total Outside STL Outside STL but E. of I270 but E. of 1270 West or Inside the City & & outside of I - of St. Louis S. of Hwy 40/ N. of Hwy 40/ 270 1-64 I-64 24.7% 25.2% 24.5% 25.6% 100.0% Q18e. The quality of direct mailings from MSD: Very satisfied 40.4% 31.1% 30.7% 37.1% 34.9% Satisfied 15.4% 16.0% 23.8% 21.9% 19.2% Neutral 4.8% 11.3% 11.9% 6.7% 8.7% Dissatisfied 2.9% 2.8% 1.0% 1.9% 2.2% Very Dissatisfied 1.0% 4.7% 5.0% 1.9% 3.1% Don't Know 35.6% 34.0% 27.7% 30.5% 32.0% ETC Institute (2014) 118 2013 MSD Annual Customer Satisfaction Survey Q18. Using a scale of 1 to 5 where 5 means "very satisfied" and 1 means "very dissatisfied," please rate your satisfaction with the following aspects of communication from the Metropolitan Sewer District. (excluding don't know) Total Q29. Which of the following best describes the location of your home? Total Outside STL Outside STL but E. of I270 but E. of 1270 West or Inside the City & & outside of I - of St. Louis S. of Hwy 40/ N. of Hwy 40/ 270 I-64 I-64 24.7% 25.2% 24.5% 25.6% 100.0% Q18a. The availability of information about MSD services: Very Satisfied 52.9% 48.4% 40.2% 47.8% 47.3% Satisfied 24.1% 25.3% 37.9% 28.9% 29.0% Neutral 14.9% 22.0% 14.9% 15.6% 16.9% Dissatisfied 3.4% 1.1% 3.4% 4.4% 3.1% Very Dissatisfied 4.6% 3.3% 3.4% 3.3% 3.7% ETC Institute (2014) 119 2013 MSD Annual Customer Satisfaction Survey Q18. Using a scale of 1 to 5 where 5 means "very satisfied" and 1 means "very dissatisfied," please rate your satisfaction with the following aspects of communication from the Metropolitan Sewer District. (excluding don't know) Total Q29. Which of the following best describes the location of your home? Total Outside STL Outside STL but E. of I270 but E. of 1270 West or Inside the City & & outside of I - of St. Louis S. of Hwy 40/ N. of Hwy 40/ 270 I-64 I-64 24.7% 25.2% 24.5% 25.6% 100.0% Q18b. MSD efforts to keep you informed about problems with your service: Very Satisfied 48.1% 35.9% 38.8% 48.1% 42.8% Satisfied 23.5% 24.4% 35.0% 21.5% 26.1% Neutral 18.5% 25.6% 13.8% 21.5% 19.8% Dissatisfied 7.4% 5.1% 11.3% 5.1% 7.2% Very Dissatisfied 2.5% 9.0% 1.3% 3.8% 4.1% ETC Institute (2014) 120 2013 MSD Annual Customer Satisfaction Survey Q18. Using a scale of 1 to 5 where 5 means "very satisfied" and 1 means "very dissatisfied," please rate your satisfaction with the following aspects of communication from the Metropolitan Sewer District. (excluding don't know) Total Q29. Which of the following best describes the location of your home? Total Outside STL Outside STL but E. of I270 but E. of 1270 West or Inside the City & & outside of I - of St. Louis S. of Hwy 40/ N. of Hwy 40/ 270 1-64 I-64 24.7% 25.2% 24.5% 25.6% 100.0% Ql8c. Efforts by MSD to involve the public in planning and investment decisions: Very Satisfied Satisfied Neutral Dissatisfied Very Dissatisfied 42.3% 17.4% 25.8% 27.6% 28.4% 21.1% 26.1% 27.3% 21.1% 23.8% 18.3% 36.2% 21.2% 34.2% 27.7% 11.3% 7.2% 7.6% 11.8% 9.6% 7.0% 13.0% 18.2% 5.3% 10.6% ETC Institute (2014) 121 2013 MSD Annual Customer Satisfaction Survey Q18. Using a scale of 1 to 5 where 5 means "very satisfied" and 1 means "very dissatisfied," please rate your satisfaction with the following aspects of communication from the Metropolitan Sewer District. (excluding don't know) Q29. Which of the following best describes the location of your home? Total Outside STL Outside STL but E. of I270 but E. of 1270 West or Inside the City & & outside of I - of St. Louis S. of Hwy 40/ N. of Hwy 40/ 270 1-64 I-64 Total 24.7% 25.2% 24.5% 25.6% 100.0% Q l 8d. The quality of MSD's web page: Very Satisfied 50.0% 40.7% 37.5% 40.0% 41.7% Satisfied 22.7% 25.9% 33.3% 30.0% 28.2% Neutral 13.6% 22.2% 16.7% 26.7% 20.4% Dissatisfied 4.5% 3.7% 8.3% 3.3% 4.9% Very Dissatisfied 9.1% 7.4% 4.2% 0.0% 4.9% ETC Institute (2014) 122 2013 MSD Annual Customer Satisfaction Survey Q18. Using a scale of 1 to 5 where 5 means "very satisfied" and 1 means "very dissatisfied," please rate your satisfaction with the following aspects of communication from the Metropolitan Sewer District. (excluding don't know) Total Q29. Which of the following best describes the location of your home? Total Outside STL Outside STL but E. of I270 but E. of 1270 West or Inside the City & & outside of I - of St. Louis S. of Hwy 40/ N. of Hwy 40/ 270 I-64 I-64 24.7% 25.2% 24.5% 25.6% 100.0% Q18e. The quality of direct mailings from MSD: Very satisfied 62.7% 47.1% 42.5% 53.4% 51.2% Satisfied 23.9% 24.3% 32.9% 31.5% 28.3% Neutral 7.5% 17.1% 16.4% 9.6% 12.7% Dissatisfied 4.5% 4.3% 1.4% 2.7% 3.2% Very Dissatisfied 1.5% 7.1% 6.8% 2.7% 4.6% ETC Institute (2014) 123 2013 MSD Annual Customer Satisfaction Survey Q19. Do you know which of the following agencies are responsible for the treatment and discharge of wastewater and the management of stormwater where you live? Total Q29. Which of the following best describes the location of your home? Total Outside STL Outside STL but E. of I270 but E. of 1270 West or Inside the City & & outside of I - of St. Louis S. of Hwy 40/ N. of Hwy 40/ 270 1-64 I-64 24.7% 25.2% 24.5% 25.6% 100.0% Q19. Which agencies are responsible for wastewater and stormwater where you live? City where you live 28.2% 12.3% 15.7% 12.7% 16.9% County where you live 12.6% 17.5% 26.5% 24.6% 20.4% Your local water company 7.8% 9.6% 8.8% 7.6% 8.5% Metropolitan St Louis Sewer District 50.5% 55.3% 47.1% 51.7% 51.3% Other 0.0% 0.0% 1.0% 0.8% 0.5% Don't know 1.0% 5.3% 1.0% 2.5% 2.5% ETC Institute (2014) 124 2013 MSD Annual Customer Satisfaction Survey Q20. During the past 12 months, how do you think the image of MSD has changed? Do you think it has become much more professional, somewhat more professional, stayed the same, somewhat less professional, or much less professional? Total Q29. Which of the following best describes the location of your home? Total Outside STL Outside STL but E. of I270 but E. of 1270 West or Inside the City & & outside of I - of St. Louis S. of Hwy 40/ N. of Hwy 40/ 270 1-64 I-64 24.7% 25.2% 24.5% 25.6% 100.0% Q20. How do you think the image of MSD has changed? Much more professional 11.4% 2.8% 7.1% 5.7% 6.7% Somewhat more professional 14.3% 12.1% 14.1% 18.1% 14.7% Stayed the same 48.6% 58.9% 47.5% 53.3% 52.2% Somewhat less professional 1.9% 0.9% 3.0% 1.0% 1.7% Much less professional 1.0% 1.9% 2.0% 1.9% 1.7% Don't know 22.9% 23.4% 26.3% 20.0% 23.1% ETC Institute (2014) 125 2013 MSD Annual Customer Satisfaction Survey Q20. During the past 12 months, how do you think the image of MSD has changed? Do you think it has become much more professional, somewhat more professional, stayed the same, somewhat less professional, or much less professional?(excluding don't know) Total Q29. Which of the following best describes the location of your home? Total Outside STL Outside STL but E. of I270 but E. of 1270 West or Inside the City & & outside of I - of St. Louis S. of Hwy 40/ N. of Hwy 40/ 270 1-64 I-64 24.7% 25.2% 24.5% 25.6% 100.0% Q20. How do you think the image of MSD has changed? Much more professional 14.8% 3.7% 9.6% 7.1% 8.8% Somewhat more professional 18.5% 15.9% 19.2% 22.6% 19.1% Stayed the same 63.0% 76.8% 64.4% 66.7% 67.8% Somewhat less professional 2.5% 1.2% 4.1% 1.2% 2.2% Much less professional 1.2% 2.4% 2.7% 2.4% 2.2% ETC Institute (2014) 126 2013 MSD Annual Customer Satisfaction Survey Q21. Next, I am going to read you a list of several utilities that serve residents in the St. Louis area. Please rate the overall performance of each utility on a scale of 1 to 10 where "10" is "Best" and 1 is "Worst." Total Q29. Which of the following best describes the location of your home? Total Outside STL Outside STL but E. of I270 but E. of 1270 West or Inside the City & & outside of I - of St. Louis S. of Hwy 40/ N. of Hwy 40/ 270 1-64 I-64 24.7% 25.2% 24.5% 25.6% 100.0% Q21 a. Rate the overall performance of your water company: Best 39.0% 29.2% 38.8% 37.5% 36.1% 09 17.1% 15.1% 17.3% 13.5% 15.7% 08 15.2% 31.1% 17.3% 21.2% 21.3% 07 11.4% 7.5% 9.2% 6.7% 8.7% 06 3.8% 3.8% 3.1% 8.7% 4.8% 05 4.8% 2.8% 7.1% 4.8% 4.8% 04 1.9% 0.0% 2.0% 1.9% 1.5% 03 1.9% 0.0% 0.0% 0.0% 0.5% 02 0.0% 1.9% 1.0% 1.0% 1.0% Worst 1.0% 1.9% 2.0% 1.0% 1.5% Don't know 3.8% 6.6% 2.0% 3.8% 4.1% ETC Institute (2014) 127 2013 MSD Annual Customer Satisfaction Survey Q21. Next, I am going to read you a list of several utilities that serve residents in the St. Louis area. Please rate the overall performance of each utility on a scale of 1 to 10 where "10" is "Best" and 1 is "Worst." Total Q29. Which of the following best describes the location of your home? Total Outside STL Outside STL but E. of I270 but E. of 1270 West or Inside the City & & outside of I - of St. Louis S. of Hwy 40/ N. of Hwy 40/ 270 1-64 I-64 24.7% 25.2% 24.5% 25.6% 100.0% Q2lb. Rate the overall performance of Laclede Gas Company: Best 34.3% 33.0% 36.7% 39.4% 09 21.0% 20.8% 17.3% 16.3% 08 18.1% 24.5% 21.4% 22.1% 07 9.5% 7.5% 10.2% 6.7% 06 1.9% 1.9% 4.1% 3.8% 05 6.7% 2.8% 4.1% 1.9% 04 0.0% 0.0% 1.0% 0.0% 03 1.0% 0.0% 0.0% 0.0% 02 0.0% 0.9% 0.0% 1.0% Worst 1.0% 0.9% 2.0% 1.0% Don't know 6.7% 7.5% 3.1% 7.7% 35.8% 18.9% 21.5% 8.5% 2.9% 3.9% 0.2% 0.2% 0.5% 1.2% 6.3% ETC Institute (2014) 128 2013 MSD Annual Customer Satisfaction Survey Q21. Next, I am going to read you a list of several utilities that serve residents in the St. Louis area. Please rate the overall performance of each utility on a scale of 1 to 10 where "10" is "Best" and 1 is "Worst." Total Q29. Which of the following best describes the location of your home? Total Outside STL Outside STL but E. of I270 but E. of 1270 West or Inside the City & & outside of I - of St. Louis S. of Hwy 40/ N. of Hwy 40/ 270 1-64 I-64 24.7% 25.2% 24.5% 25.6% 100.0% Q21 c. Rate the overall performance of Ameren UE: Best 34.3% 30.8% 31.3% 36.9% 33.3% 09 20.0% 17.8% 20.2% 10.7% 17.1% 08 21.0% 22.4% 15.2% 24.3% 20.8% 07 15.2% 10.3% 8.1% 11.7% 11.4% 06 2.9% 2.8% 11.1% 5.8% 5.6% 05 5.7% 3.7% 5.1% 2.9% 4.3% 04 0.0% 3.7% 1.0% 1.0% 1.4% 03 0.0% 0.9% 3.0% 1.9% 1.4% 02 0.0% 0.9% 0.0% 1.0% 0.5% Worst 0.0% 0.9% 2.0% 0.0% 0.7% Don't know 1.0% 5.6% 3.0% 3.9% 3.4% ETC Institute (2014) 129 2013 MSD Annual Customer Satisfaction Survey Q21. Next, I am going to read you a list of several utilities that serve residents in the St. Louis area. Please rate the overall performance of each utility on a scale of 1 to 10 where "10" is "Best" and 1 is "Worst." Total Q29. Which of the following best describes the location of your home? Total Outside STL Outside STL but E. of I270 but E. of 1270 West or Inside the City & & outside of I - of St. Louis S. of Hwy 40/ N. of Hwy 40/ 270 I-64 I-64 24.7% 25.2% 24.5% 25.6% 100.0% Q21 d. Rate the overall performance of the Metropolitan St. Louis Sewer District: Best 38.1% 33.6% 33.3% 38.5% 35.9% 09 18.1% 16.8% 19.2% 9.6% 15.9% 08 21.0% 24.3% 19.2% 26.0% 22.7% 07 7.6% 8.4% 12.1% 6.7% 8.7% 06 1.0% 2.8% 1.0% 6.7% 2.9% 05 3.8% 2.8% 7.1% 1.9% 3.9% 04 1.9% 0.9% 2.0% 0.0% 1.2% 03 1.0% 0.0% 0.0% 0.0% 0.2% 02 1.0% 1.9% 0.0% 1.0% 1.0% Worst 1.9% 3.7% 3.0% 1.9% 2.7% Don't know 4.8% 4.7% 3.0% 7.7% 5.1% ETC Institute (2014) 130 2013 MSD Annual Customer Satisfaction Survey Q21. Next, I am going to read you a list of several utilities that serve residents in the St. Louis area. Please rate the overall performance of each utility on a scale of 1 to 10 where "10" is "Best" and 1 is "Worst." Total Q29. Which of the following best describes the location of your home? Total Outside STL Outside STL but E. of I270 but E. of 1270 West or Inside the City & & outside of I - of St. Louis S. of Hwy 40/ N. of Hwy 40/ 270 I-64 I-64 24.7% 25.2% 24.5% 25.6% 100.0% Q21 e. Rate the overall performance of your local phone company: Best 27.9% 15.1% 22.4% 19.6% 21.2% 09 16.3% 15.1% 8.2% 8.8% 12.2% 08 20.2% 13.2% 14.3% 18.6% 16.6% 07 6.7% 7.5% 9.2% 9.8% 8.3% 06 1.9% 6.6% 7.1% 7.8% 5.9% 05 10.6% 10.4% 10.2% 7.8% 9.8% 04 0.0% 1.9% 4.1% 6.9% 3.2% 03 1.9% 2.8% 2.0% 2.9% 2.4% 02 2.9% 3.8% 7.1% 2.0% 3.9% Worst 1.0% 2.8% 3.1% 2.9% 2.4% Don't know 10.6% 20.8% 12.2% 12.7% 14.1% ETC Institute (2014) 131 2013 MSD Annual Customer Satisfaction Survey Q21. Next, I am going to read you a list of several utilities that serve residents in the St. Louis area. Please rate the overall performance of each utility on a scale of 1 to 10 where "10" is "Best" and 1 is "Worst." (excluding don't know) Total Q29. Which of the following best describes the location of your home? Total Outside STL Outside STL but E. of I270 but E. of 1270 West or Inside the City & & outside of I - of St. Louis S. of Hwy 40/ N. of Hwy 40/ 270 I-64 I-64 24.7% 25.2% 24.5% 25.6% 100.0% Q21 a. Rate the overall performance of your water company: Best 40.6% 31.3% 39.6% 39.0% 37.6% 09 17.8% 16.2% 17.7% 14.0% 16.4% 08 15.8% 33.3% 17.7% 22.0% 22.2% 07 11.9% 8.1% 9.4% 7.0% 9.1% 06 4.0% 4.0% 3.1% 9.0% 5.1% 05 5.0% 3.0% 7.3% 5.0% 5.1% 04 2.0% 0.0% 2.1% 2.0% 1.5% 03 2.0% 0.0% 0.0% 0.0% 0.5% 02 0.0% 2.0% 1.0% 1.0% 1.0% Worst 1.0% 2.0% 2.1% 1.0% 1.5% ETC Institute (2014) 132 2013 MSD Annual Customer Satisfaction Survey Q21. Next, I am going to read you a list of several utilities that serve residents in the St. Louis area. Please rate the overall performance of each utility on a scale of 1 to 10 where "10" is "Best" and 1 is "Worst." (excluding don't know) Total Q29. Which of the following best describes the location of your home? Total Outside STL Outside STL but E. of I270 but E. of 1270 West or Inside the City & & outside of I - of St. Louis S. of Hwy 40/ N. of Hwy 40/ 270 I-64 I-64 24.7% 25.2% 24.5% 25.6% 100.0% Q2lb. Rate the overall performance of Laclede Gas Company: Best 36.7% 35.7% 37.9% 42.7% 38.2% 09 22.4% 22.4% 17.9% 17.7% 20.2% 08 19.4% 26.5% 22.1% 24.0% 23.0% 07 10.2% 8.2% 10.5% 7.3% 9.0% 06 2.0% 2.0% 4.2% 4.2% 3.1% 05 7.1% 3.1% 4.2% 2.1% 4.1% 04 0.0% 0.0% 1.1% 0.0% 0.3% 03 1.0% 0.0% 0.0% 0.0% 0.3% 02 0.0% 1.0% 0.0% 1.0% 0.5% Worst 1.0% 1.0% 2.1% 1.0% 1.3% ETC Institute (2014) 133 2013 MSD Annual Customer Satisfaction Survey Q21. Next, I am going to read you a list of several utilities that serve residents in the St. Louis area. Please rate the overall performance of each utility on a scale of 1 to 10 where "10" is "Best" and 1 is "Worst." (excluding don't know) Total Q29. Which of the following best describes the location of your home? Total Outside STL Outside STL but E. of I270 but E. of 1270 West or Inside the City & & outside of I - of St. Louis S. of Hwy 40/ N. of Hwy 40/ 270 1-64 I-64 24.7% 25.2% 24.5% 25.6% 100.0% Q21 c. Rate the overall performance of Ameren UE: Best 34.6% 32.7% 32.3% 38.4% 34.5% 09 20.2% 18.8% 20.8% 11.1% 17.8% 08 21.2% 23.8% 15.6% 25.3% 21.5% 07 15.4% 10.9% 8.3% 12.1% 11.8% 06 2.9% 3.0% 11.5% 6.1% 5.8% 05 5.8% 4.0% 5.2% 3.0% 4.5% 04 0.0% 4.0% 1.0% 1.0% 1.5% 03 0.0% 1.0% 3.1% 2.0% 1.5% 02 0.0% 1.0% 0.0% 1.0% 0.5% Worst 0.0% 1.0% 2.1% 0.0% 0.8% ETC Institute (2014) 134 2013 MSD Annual Customer Satisfaction Survey Q21. Next, I am going to read you a list of several utilities that serve residents in the St. Louis area. Please rate the overall performance of each utility on a scale of 1 to 10 where "10" is "Best" and 1 is "Worst." (excluding don't know) Total Q29. Which of the following best describes the location of your home? Total Outside STL Outside STL but E. of I270 but E. of 1270 West or Inside the City & & outside of I - of St. Louis S. of Hwy 40/ N. of Hwy 40/ 270 I-64 I-64 24.7% 25.2% 24.5% 25.6% 100.0% Q21 d. Rate the overall performance of the Metropolitan St. Louis Sewer District: Best 40.0% 35.3% 34.4% 41.7% 37.8% 09 19.0% 17.6% 19.8% 10.4% 16.8% 08 22.0% 25.5% 19.8% 28.1% 23.9% 07 8.0% 8.8% 12.5% 7.3% 9.1% 06 1.0% 2.9% 1.0% 7.3% 3.0% 05 4.0% 2.9% 7.3% 2.1% 4.1% 04 2.0% 1.0% 2.1% 0.0% 1.3% 03 1.0% 0.0% 0.0% 0.0% 0.3% 02 1.0% 2.0% 0.0% 1.0% 1.0% Worst 2.0% 3.9% 3.1% 2.1% 2.8% ETC Institute (2014) 135 2013 MSD Annual Customer Satisfaction Survey Q21. Next, I am going to read you a list of several utilities that serve residents in the St. Louis area. Please rate the overall performance of each utility on a scale of 1 to 10 where "10" is "Best" and 1 is "Worst." (excluding don't know) Total Q29. Which of the following best describes the location of your home? Total Outside STL Outside STL but E. of I270 but E. of 1270 West or Inside the City & & outside of I - of St. Louis S. of Hwy 40/ N. of Hwy 40/ 270 1-64 I-64 24.7% 25.2% 24.5% 25.6% 100.0% Q21 e. Rate the overall performance of your local phone company: Best 31.2% 19.0% 25.6% 22.5% 24.7% 09 18.3% 19.0% 9.3% 10.1% 14.2% 08 22.6% 16.7% 16.3% 21.3% 19.3% 07 7.5% 9.5% 10.5% 11.2% 9.7% 06 2.2% 8.3% 8.1% 9.0% 6.8% 05 11.8% 13.1% 11.6% 9.0% 11.4% 04 0.0% 2.4% 4.7% 7.9% 3.7% 03 2.2% 3.6% 2.3% 3.4% 2.8% 02 3.2% 4.8% 8.1% 2.2% 4.5% Worst 1.1% 3.6% 3.5% 3.4% 2.8% ETC Institute (2014) 136 2013 MSD Annual Customer Satisfaction Survey Q21. Next, I am going to read you a list of several utilities that serve residents in the St. Louis area. Please rate the overall performance of each utility on a scale of 1 to 10 where "10" is "Best" and 1 is "Worst." (excluding don't know) Mean Total Q21 a. Rate the overall performance of your water company: Q21b. Rate the overall performance of Laclede Gas Company: Q21 c. Rate the overall performance of Ameren UE: Q21d. Rate the overall performance of the Metropolitan St. Louis Sewer District: Q21 e. Rate the overall performance of your local phone company: 8.32 396 8.55 387 8.28 400 8.33 394 7.30 352 ETC Institute (2014) 137 2013 MSD Annual Customer Satisfaction Survey Q22. On a scale of 1 to 10, where 1 is very inefficient and 10 is very efficient, how would you rate the overall efficiency of MSD? (excluding don't know Q29. Which of the following best describes the location of your home? Outside STL Outside STL but E. of I270 but E. of 1270 West or Inside the City & & outside of I - of St. Louis S. of Hwy 40/ N. of Hwy 40/ 270 1-64 I-64 Total Total 24.7% 25.2% 24.5% 25.6% 100.0% Q22. Rate the overall efficiency of MSD: Very efficient 40.0% 30.3% 36.1% 38.5% 36.3% 09 22.2% 21.3% 16.9% 18.7% 19.8% 08 15.6% 20.2% 19.3% 20.9% 19.0% 07 7.8% 13.5% 13.3% 8.8% 10.8% 06 5.6% 7.9% 0.0% 3.3% 4.2% 05 4.4% 1.1% 7.2% 6.6% 4.8% 04 1.1% 1.1% 0.0% 1.1% 0.8% 03 0.0% 0.0% 2.4% 0.0% 0.6% 02 2.2% 1.1% 1.2% 1.1% 1.4% Very inefficient 1.1% 3.4% 3.6% 1.1% 2.3% ETC Institute (2014) 138 2013 MSD Annual Customer Satisfaction Survey 022. On a scale of 1 to 10, where 1 is very inefficient and 10 is very efficient, how would you rate the overall efficiency of MSD? (excluding don't know) Mean Total Q22. Rate the overall efficiency of MSD: 8.28 353 ETC Institute (2014) 139 2013 MSD Annual Customer Satisfaction Survey Q23. Currently, the typical residential household in the St. Louis area pays about $21 per month for sanitary and stormwater services. On a scale of 1 to 10, where 1 is very unreasonable and 10 is very reasonable, how would you rate the overall reasonableness of the rates charged by MSD? Total Q29. Which of the following best describes the location of your home? Total Outside STL Outside STL but E. of I270 but E. of 1270 West or Inside the City & & outside of I - of St. Louis S. of Hwy 40/ N. of Hwy 40/ 270 1-64 I-64 24.7% 25.2% 24.5% 25.6% 100.0% Q23. Rate the overall reasonableness of rates charged by MSD: Very reasonable 27.6% 22.4% 17.8% 26.9% 23.7% 09 14.3% 15.9% 11.9% 12.5% 13.7% 08 11.4% 23.4% 19.8% 19.2% 18.5% 07 5.7% 7.5% 10.9% 6.7% 7.7% 06 3.8% 3.7% 5.0% 6.7% 4.8% 05 7.6% 7.5% 9.9% 9.6% 8.6% 04 4.8% 3.7% 2.0% 1.9% 3.1% 03 1.9% 0.9% 2.0% 1.9% 1.7% 02 1.9% 0.0% 2.0% 2.9% 1.7% Very unreasonable 5.7% 3.7% 6.9% 3.8% 5.0% Don't know 15.2% 11.2% 11.9% 7.7% 11.5% ETC Institute (2014) 140 2013 MSD Annual Customer Satisfaction Survey Q23. Currently, the typical residential household in the St. Louis area pays about $21 per month for sanitary and stormwater services. On a scale of 1 to 10, where 1 is very unreasonable and 10 is very reasonable, how would you rate the overall reasonableness of the rates charged by MSD? (excluding don't know) Total Q29. Which of the following best describes the location of your home? Inside the City of St. Louis Outside STL but E. of I270 S. of Hwy 40/ I-64 Outside STL but E. of I270 N. of Hwy 40/ I-64 West or outside of I- 270 24.7% 25.2% Q23. Rate the overall reasonableness of rates charged by MSD: Very reasonable 09 08 07 06 05 04 03 02 Very unreasonable 24.5% 25.6% 32.6% 25.3% 20.2% 29.2% 16.9% 17.9% 13.5% 13.5% 13.5% 26.3% 22.5% 20.8% 6.7% 8.4% 12.4% 7.3% 4.5% 4.2% 5.6% 7.3% 9.0% 8.4% 11.2% 10.4% 5.6% 4.2% 2.2% 2.1% 2.2% 1.1% 2.2% 2.1% 2.2% 0.0% 2.2% 3.1% 6.7% 4.2% 7.9% 4.2% Total 100.0% 26.8% 15.4% 20.9% 8.7% 5.4% 9.8% 3.5% 1.9% 1.9% 5.7% ETC Institute (2014) 141 2013 MSD Annual Customer Satisfaction Survey 023. Currently, the typical residential household in the St. Louis area pays about $21 per month for sanitary and stormwater services. On a scale of 1 to 10, where 1 is very unreasonable and 10 is very reasonable, how would you rate the overall reasonableness of the rates charged by MSD? (excluding don't know) Mean Total Q23. Rate the overall reasonableness of rates charged by MSD: 7.46 369 ETC Institute (2014) 142 2013 MSD Annual Customer Satisfaction Survey Q24. Which of the following methods do you think is currently used by MSD to determine the amount of a property owner's sewer bill? Q29. Which of the following best describes the location of your home? Total Outside STL Outside STL but E. of I270 but E. of 1270 West or Inside the City & & outside of I - of St. Louis S. of Hwy 40/ N. of Hwy 40/ 270 I-64 I-64 Total 24.7% 25.2% 24.5% Q24. Which methods are used by MSD to determine the amount of a sewer bill? The bill is based on the amount of water used The bill is based on property value The bill is based on the size/acreage of a lot 25.6% 100.0% 32.4% 35.5% 49.5% 45.2% 40.5% 3.8% 3.7% 1.0% 6.7% 3.8% 10.5% 11.2% 5.0% 8.7% 8.9% The bill is based on estimated amount of stormwater runoff 17.1% 25.2% 12.9% 15.4% 17.7% Don't know 36.2% 24.3% 31.7% 24.0% 29.0% ETC Institute (2014) 143 2013 MSD Annual Customer Satisfaction Survey Q24. Which of the following methods do you think is currently used by MSD to determine the amount of a property owner's sewer bill? (excluding don't know) Total Q29. Which of the following best describes the location of your home? Total Outside STL Outside STL but E. of I270 but E. of 1270 West or Inside the City & & outside of I - of St. Louis S. of Hwy 40/ N. of Hwy 40/ 270 1-64 I-64 24.7% 25.2% 24.5% 25.6% 100.0% Q24. Which methods are used by MSD to determine the amount of a sewer bill? The bill is based on the amount of water used The bill is based on property value The bill is based on the size/acreage of a lot 50.7% 46.9% 72.5% 59.5% 57.1% 6.0% 4.9% 1.4% 8.9% 5.4% 16.4% 14.8% 7.2% 11.4% 12.5% The bill is based on estimated amount of stormwater runoff 26.9% 33.3% 18.8% 20.3% 25.0% ETC Institute (2014) 144 2013 MSD Annual Customer Satisfaction Survey Q25. Do you think the MSD is an environmental leader? An "environmental leader" would be an organization that is actively taking steps to protect the environment and conserve environmental resources. Total Q29. Which of the following best describes the location of your home? Total Outside STL Outside STL but E. of I270 but E. of 1270 West or Inside the City & & outside of I - of St. Louis S. of Hwy 40/ N. of Hwy 40/ 270 1-64 I-64 24.7% 25.2% 24.5% 25.6% 100.0% Q25. Do you think the Metropolitan Sewer District is an environmental leader? Yes No Don't know 64.8% 60.7% 56.0% 59.0% 60.2% 9.5% 15.0% 15.0% 14.3% 13.4% 25.7% 24.3% 29.0% 26.7% 26.4% ETC Institute (2014) 145 2013 MSD Annual Customer Satisfaction Survey Q25. Do you think the MSD is an environmental leader? An "environmental leader" would be an organization that is actively taking steps to protect the environment and conserve environmental resources. (excluding don't know) Total Q29. Which of the following best describes the location of your home? Total Outside STL Outside STL but E. of I270 but E. of 1270 West or Inside the City & & outside of I - of St. Louis S. of Hwy 40/ N. of Hwy 40/ 270 I-64 I-64 24.7% 25.2% 24.5% 25.6% 100.0% Q25. Do you think the Metropolitan Sewer District is an environmental leader? Yes 87.2% 80.2% 78.9% 80.5% 81.8% No 12.8% 19.8% 21.1% 19.5% 18.2% ETC Institute (2014) 146 2013 MSD Annual Customer Satisfaction Survey Q26. On a scale of 1 to 10, where 1 is very unimportant and 10 is very important, how important do you think it is for MSD to invest in new technology and system improvements that will help keep the water clean in the region's streams and rivers? Total Q29. Which of the following best describes the location of your home? Total Outside STL Outside STL but E. of I270 but E. of 1270 West or Inside the City & & outside of I - of St. Louis S. of Hwy 40/ N. of Hwy 40/ 270 1-64 I-64 24.7% 25.2% 24.5% 25.6% 100.0% Q26. How important is it for MSD to invest in new technology & system improvements? Very important 71.4% 59.8% 60.0% 67.3% 64.7% 09 3.8% 15.0% 11.0% 3.8% 8.4% 08 8.6% 12.1% 6.0% 14.4% 10.3% 07 2.9% 3.7% 11.0% 4.8% 5.5% 06 2.9% 2.8% 1.0% 0.0% 1.7% 05 2.9% 2.8% 5.0% 1.0% 2.9% 04 1.0% 0.0% 1.0% 0.0% 0.5% 03 0.0% 0.0% 0.0% 1.0% 0.2% NOT important 1.0% 0.0% 1.0% 1.0% 0.7% Don't Know 5.7% 3.7% 4.0% 6.7% 5.0% ETC Institute (2014) 147 2013 MSD Annual Customer Satisfaction Survey 027. Next, I would like you to rate your overall satisfaction with major areas of service provided by MSD. Please rate each of the following on a 10-point scale where "10" means completely satisfied and "1" means not satisfied at all. Total Q29. Which of the following best describes the location of your home? Total Outside STL Outside STL but E. of I270 but E. of 1270 West or Inside the City & & outside of I - of St. Louis S. of Hwy 40/ N. of Hwy 40/ 270 1-64 I-64 24.7% 25.2% 24.5% 25.6% 100.0% Q27a. Overall quality of wastewater services where you live: Completely Satisfied 38.1% 37.4% 29.0% 43.3% 37.0% 09 15.2% 22.4% 23.0% 14.4% 18.8% 08 20.0% 16.8% 22.0% 20.2% 19.7% 07 4.8% 5.6% 5.0% 3.8% 4.8% 06 1.9% 3.7% 0.0% 3.8% 2.4% 05 7.6% 2.8% 9.0% 1.9% 5.3% 04 0.0% 0.9% 0.0% 1.0% 0.5% 03 0.0% 0.9% 1.0% 1.9% 1.0% 02 1.9% 0.0% 0.0% 0.0% 0.5% Not Satisfied At All 0.0% 1.9% 2.0% 1.0% 1.2% Don't Know 10.5% 7.5% 9.0% 8.7% 8.9% ETC Institute (2014) 148 2013 MSD Annual Customer Satisfaction Survey 027. Next, I would like you to rate your overall satisfaction with major areas of service provided by MSD. Please rate each of the following on a 10-point scale where "10" means completely satisfied and "1" means not satisfied at all. Total Q29. Which of the following best describes the location of your home? Total Outside STL Outside STL but E. of I270 but E. of 1270 West or Inside the City & & outside of I - of St. Louis S. of Hwy 40/ N. of Hwy 40/ 270 1-64 I-64 24.7% 25.2% 24.5% 25.6% 100.0% Q27b. Overall quality of stormwater system in metropolitan St. Louis: Completely Satisfied 27.6% 18.7% 14.0% 26.0% 21.6% 09 12.4% 12.1% 19.0% 9.6% 13.2% 08 18.1% 25.2% 23.0% 25.0% 22.8% 07 9.5% 14.0% 16.0% 9.6% 12.3% 06 5.7% 5.6% 4.0% 1.0% 4.1% 05 6.7% 4.7% 7.0% 8.7% 6.7% 04 1.9% 0.0% 2.0% 1.9% 1.4% 03 1.9% 2.8% 0.0% 1.9% 1.7% 02 1.9% 0.9% 1.0% 1.0% 1.2% Not Satisfied At All 1.0% 1.9% 3.0% 1.0% 1.7% Don't Know 13.3% 14.0% 11.0% 14.4% 13.2% ETC Institute (2014) 149 2013 MSD Annual Customer Satisfaction Survey 027. Next, I would like you to rate your overall satisfaction with major areas of service provided by MSD. Please rate each of the following on a 10-point scale where "10" means completely satisfied and "1" means not satisfied at all. Total Q29. Which of the following best describes the location of your home? Total Outside STL Outside STL but E. of I270 but E. of 1270 West or Inside the City & & outside of I - of St. Louis S. of Hwy 40/ N. of Hwy 40/ 270 1-64 I-64 24.7% 25.2% 24.5% 25.6% 100.0% Q27c. Overall quality of customer service provided by MSD: Completely Satisfied 30.5% 20.6% 23.0% 24.0% 24.5% 09 11.4% 10.3% 13.0% 9.6% 1 1.1 % 08 8.6% 15.0% 17.0% 12.5% 13.2% 07 4.8% 6.5% 8.0% 4.8% 6.0% 06 3.8% 1.9% 2.0% 2.9% 2.6% 05 3.8% 3.7% 5.0% 3.8% 4.1% 04 1.9% 0.0% 1.0% 0.0% 0.7% 03 1.9% 0.0% 1.0% 0.0% 0.7% Not Satisfied At All 1.0% 2.8% 3.0% 1.0% 1.9% Don't Know 32.4% 39.3% 27.0% 41.3% 35.1% ETC Institute (2014) 150 2013 MSD Annual Customer Satisfaction Survey 027. Next, I would like you to rate your overall satisfaction with major areas of service provided by MSD. Please rate each of the following on a 10-point scale where "10" means completely satisfied and "1" means not satisfied at all. Total Q29. Which of the following best describes the location of your home? Total Outside STL Outside STL but E. of I270 but E. of 1270 West or Inside the City & & outside of I - of St. Louis S. of Hwy 40/ N. of Hwy 40/ 270 I-64 I-64 24.7% 25.2% 24.5% 25.6% 100.0% Q27d. Overall efforts of MSD to keep customers informed: Completely Satisfied 31.4% 25.5% 22.0% 27.9% 26.7% 09 13.3% 10.4% 13.0% 10.6% 11.8% 08 5.7% 13.2% 18.0% 18.3% 13.7% 07 6.7% 9.4% 10.0% 4.8% 7.7% 06 8.6% 10.4% 2.0% 2.9% 6.0% 05 6.7% 8.5% 9.0% 10.6% 8.7% 04 1.9% 0.0% 1.0% 1.0% 1.0% 03 0.0% 0.9% 3.0% 1.9% 1.4% 02 4.8% 0.9% 0.0% 1.0% 1.7% Not Satisfied At All 1.0% 1.9% 5.0% 2.9% 2.7% Don't Know 20.0% 18.9% 17.0% 18.3% 18.6% ETC Institute (2014) 151 2013 MSD Annual Customer Satisfaction Survey 027. Next, I would like you to rate your overall satisfaction with major areas of service provided by MSD. Please rate each of the following on a 10-point scale where "10" means completely satisfied and "1" means not satisfied at all. Total Q29. Which of the following best describes the location of your home? Total Outside STL Outside STL but E. of I270 but E. of 1270 West or Inside the City & & outside of I - of St. Louis S. of Hwy 40/ N. of Hwy 40/ 270 1-64 I-64 24.7% 25.2% 24.5% 25.6% 100.0% Q27e. Overall efforts of MSD to protect and preserve the environment: Completely Satisfied 34.3% 26.4% 18.0% 24.0% 25.8% 09 12.4% 12.3% 15.0% 9.6% 12.3% 08 14.3% 14.2% 19.0% 18.3% 16.4% 07 3.8% 4.7% 5.0% 6.7% 5.1% 06 3.8% 6.6% 5.0% 3.8% 4.8% 05 5.7% 4.7% 6.0% 6.7% 5.8% 04 1.0% 0.9% 1.0% 1.0% 1.0% 03 0.0% 0.0% 2.0% 1.0% 0.7% 02 1.9% 1.9% 0.0% 0.0% 1.0% Not Satisfied At All 0.0% 0.9% 4.0% 1.0% 1.4% Don't Know 22.9% 27.4% 25.0% 27.9% 25.8% ETC Institute (2014) 152 2013 MSD Annual Customer Satisfaction Survey 027. Next, I would like you to rate your overall satisfaction with major areas of service provided by MSD. Please rate each of the following on a 10-point scale where "10" means completely satisfied and "1" means not satisfied at all. (without don't knows) Total Q29. Which of the following best describes the location of your home? Total Outside STL Outside STL but E. of I270 but E. of 1270 West or Inside the City & & outside of I - of St. Louis S. of Hwy 40/ N. of Hwy 40/ 270 I-64 I-64 24.7% 25.2% 24.5% 25.6% 100.0% Q27a. Overall quality of wastewater services where you live: Completely Satisfied 42.6% 40.4% 31.9% 47.4% 09 17.0% 24.2% 25.3% 15.8% 08 22.3% 18.2% 24.2% 22.1% 07 5.3% 6.1% 5.5% 4.2% 06 2.1% 4.0% 0.0% 4.2% 05 8.5% 3.0% 9.9% 2.1% 04 0.0% 1.0% 0.0% 1.1% 03 0.0% 1.0% 1.1% 2.1% 02 2.1% 0.0% 0.0% 0.0% Not Satisfied At All 0.0% 2.0% 2.2% 1.1% 40.6% 20.6% 21.6% 5.3% 2.6% 5.8% ETC Institute (2014) 153 2013 MSD Annual Customer Satisfaction Survey 027. Next, I would like you to rate your overall satisfaction with major areas of service provided by MSD. Please rate each of the following on a 10-point scale where "10" means completely satisfied and "1" means not satisfied at all. (without don't knows) Total Q29. Which of the following best describes the location of your home? Total Outside STL Outside STL but E. of I270 but E. of 1270 West or Inside the City & & outside of I - of St. Louis S. of Hwy 40/ N. of Hwy 40/ 270 1-64 I-64 24.7% 25.2% 24.5% 25.6% 100.0% Q27b. Overall quality of stormwater system in metropolitan St. Louis: Completely Satisfied 31.9% 21.7% 15.7% 30.3% 24.9% 09 14.3% 14.1% 21.3% 11.2% 15.2% 08 20.9% 29.3% 25.8% 29.2% 26.3% 07 11.0% 16.3% 18.0% 11.2% 14.1% 06 6.6% 6.5% 4.5% 1.1% 4.7% 05 7.7% 5.4% 7.9% 10.1% 7.8% 04 2.2% 0.0% 2.2% 2.2% 1.7% 03 2.2% 3.3% 0.0% 2.2% 1.9% 02 2.2% 1.1% 1.1% 1.1% 1.4% Not Satisfied At All 1.1% 2.2% 3.4% 1.1% 1.9% ETC Institute (2014) 154 2013 MSD Annual Customer Satisfaction Survey 027. Next, I would like you to rate your overall satisfaction with major areas of service provided by MSD. Please rate each of the following on a 10-point scale where "10" means completely satisfied and "1" means not satisfied at all. (without don't knows) Total Q29. Which of the following best describes the location of your home? Total Outside STL Outside STL but E. of I270 but E. of 1270 West or Inside the City & & outside of I - of St. Louis S. of Hwy 40/ N. of Hwy 40/ 270 1-64 I-64 24.7% 25.2% 24.5% 25.6% 100.0% Q27c. Overall quality of customer service provided by MSD: Completely Satisfied 45.1% 33.8% 31.5% 41.0% 37.8% 09 16.9% 16.9% 17.8% 16.4% 17.0% 08 12.7% 24.6% 23.3% 21.3% 20.4% 07 7.0% 10.8% 11.0% 8.2% 9.3% 06 5.6% 3.1% 2.7% 4.9% 4.1% 05 5.6% 6.2% 6.8% 6.6% 6.3% 04 2.8% 0.0% 1.4% 0.0% 1.1% 03 2.8% 0.0% 1.4% 0.0% 1.1% Not Satisfied At All 1.4% 4.6% 4.1% 1.6% 3.0% ETC Institute (2014) 155 2013 MSD Annual Customer Satisfaction Survey 027. Next, I would like you to rate your overall satisfaction with major areas of service provided by MSD. Please rate each of the following on a 10-point scale where "10" means completely satisfied and "1" means not satisfied at all. (without don't knows) Total Q29. Which of the following best describes the location of your home? Total Outside STL Outside STL but E. of I270 but E. of 1270 West or Inside the City & & outside of I - of St. Louis S. of Hwy 40/ N. of Hwy 40/ 270 I-64 I-64 24.7% 25.2% 24.5% 25.6% 100.0% Q27d. Overall efforts of MSD to keep customers informed: Completely Satisfied 39.3% 31.4% 26.5% 34.1% 32.8% 09 16.7% 12.8% 15.7% 12.9% 14.5% 08 7.1% 16.3% 21.7% 22.4% 16.9% 07 8.3% 11.6% 12.0% 5.9% 9.5% 06 10.7% 12.8% 2.4% 3.5% 7.4% 05 8.3% 10.5% 10.8% 12.9% 10.7% 04 2.4% 0.0% 1.2% 1.2% 1.2% 03 0.0% 1.2% 3.6% 2.4% 1.8% 02 6.0% 1.2% 0.0% 1.2% 2.1% Not Satisfied At All 1.2% 2.3% 6.0% 3.5% 3.3% ETC Institute (2014) 156 2013 MSD Annual Customer Satisfaction Survey 027. Next, I would like you to rate your overall satisfaction with major areas of service provided by MSD. Please rate each of the following on a 10-point scale where "10" means completely satisfied and "1" means not satisfied at all. (without don't knows) Total Q29. Which of the following best describes the location of your home? Total Outside STL Outside STL but E. of I270 but E. of 1270 West or Inside the City & & outside of I - of St. Louis S. of Hwy 40/ N. of Hwy 40/ 270 1-64 I-64 24.7% 25.2% 24.5% 25.6% 100.0% Q27e. Overall efforts of MSD to protect and preserve the environment: Completely Satisfied 44.4% 36.4% 24.0% 33.3% 34.7% 09 16.0% 16.9% 20.0% 13.3% 16.6% 08 18.5% 19.5% 25.3% 25.3% 22.1% 07 4.9% 6.5% 6.7% 9.3% 6.8% 06 4.9% 9.1% 6.7% 5.3% 6.5% 05 7.4% 6.5% 8.0% 9.3% 7.8% 04 1.2% 1.3% 1.3% 1.3% 1.3% 03 0.0% 0.0% 2.7% 1.3% 1.0% 02 2.5% 2.6% 0.0% 0.0% 1.3% Not Satisfied At All 0.0% 1.3% 5.3% 1.3% 1.9% ETC Institute (2014) 157 2013 MSD Annual Customer Satisfaction Survey Q27. Next, I would like you to rate your overall satisfaction with major areas of service provided by MSD. Please rate each of the following on a 10-point scale where "10" means completely satisfied and "1" means not satisfied at all. (excluding don't know) Mean Total Q27a. Overall quality of wastewater services where you live: Q27b. Overall quality of stormwater system in metropolitan St. Louis: Q27c. Overall quality of customer service provided by MSD: Q27d. Overall efforts of MSD to keep customers informed: Q27e. Overall efforts of MSD to protect and preserve the environment: 8.54 379 7.80 361 8.26 270 7.75 338 8.11 308 ETC Institute (2014) 158 2013 MSD Annual Customer Satisfaction Survey Q28. If the Metropolitan Sewer District were to improve its performance in TWO of the areas I just read, which TWO do you think should be the most important to emphasize over the next two years? (both selections) Q29. Which of the following best describes the location of your home? Total Outside STL Outside STL but E. of I270 but E. of 1270 West or Inside the City & & outside of I - of St. Louis S. of Hwy 40/ N. of Hwy 40/ 270 1-64 I-64 Total 24.7% 25.2% 24.5% 25.6% 100.0% Q28. both choices combined Wastewater services 22.9% 14.0% 16.3% 19.3% 18.1% Stormwater system in metropolitan St. Louis 29.5% 20.6% 24.0% 32.1% 26.6% Customer service 16.2% 10.3% 15.4% 10.1% 12.9% Efforts to keep customers informed 18.1% 25.2% 21.2% 22.9% 21.9% Protect & preserve the environment 27.6% 38.3% 36.5% 36.7% 34.8% None selected 49.5% 51.4% 50.0% 42.2% 48.2% ETC Institute (2014) 159 2013 MSD Annual Customer Satisfaction Survey Q30. Do you own or rent your current residence? Total Q29. Which of the following best describes the location of your home? Inside the City of St. Louis Outside STL but E. of I270 & S. of Hwy 40/ I-64 Outside STL but E. of I270 & N. of Hwy 40/ I-64 West or outside of I- 270 24.7% Q30. Do you own or rent your current residence? Own Rent 76.2% 23.8% 25.2% 97.2% 2.8% 24.5% 87.0% 13.0% 25.6% 96.2% 3.8% Total 100.0% 89.2% 10.8% ETC Institute (2014) 160 2013 MSD Annual Customer Satisfaction Survey Q31. Do you currently receive a bill from MSD? Total Q29. Which of the following best describes the location of your home? Inside the City of St. Louis Outside STL but E. of I270 & S. of Hwy 40/ I-64 Outside STL but E. of I270 & N. of Hwy 40/ I-64 West or outside of I- 270 24.7% Q31. Do you currently receive a bill from MSD? Yes No Declined 25.2% 94.4% 4.7% 0.9% 24.5% 92.0% 7.0% 1.0% 25.6% 92.3% 7.7% 0.0% Total 100.0% 90.6% 8.7% 0.7% ETC Institute (2014) 161 2013 MSD Annual Customer Satisfaction Survey Q32. Which of the following BEST describes your home? Total Q29. Which of the following best describes the location of your home? Inside the City of St. Louis Outside STL but E. of I270 & S. of Hwy 40/ I-64 Outside STL but E. of I270 & N. of Hwy 40/ I-64 West or outside of I- 270 24.7% Q32. Which of the following BEST describes your home? Single family Duplex -triplex Apartment/condo Mobile home Declined 84.8% 7.6% 7.6% 0.0% 0.0% 25.2% 94.4% 2.8% 0.9% 0.9% 0.9% 24.5% 94.0% 1.0% 5.0% 0.0% 0.0% 25.6% 92.3% 1.9% 5.8% 0.0% 0.0% Total 100.0% 91.3% 3.4% 4.8% 0.2% 0.2% ETC Institute (2014) 162 2013 MSD Annual Customer Satisfaction Survey Section 4: Survey Instrument ETC Institute (2014) 163 2013 MSD Annual Customer Satisfaction Survey Telephone: Date: Interviewer: 2013 MSD Customer Satisfaction Survey This is . I am calling from ETC Institute. We are calling on behalf of the Metropolitan St. Louis Sewer District, also known as MSD. MSD is responsible for sanitary/wastewater treatment and stormwater services in the St. Louis area. We would like your opinion about how well they are delivering services to residents so they can serve you better. Do you have time to answer a few questions? SATISFACTION WITH WASTEWATER SERVICES 1. I would like to begin by asking you to rate your satisfaction with various aspects of your wastewater or sanitary sewer services. Please rate each of the following on a 10-point scale where "10" means completely satisfied and "1" means not satisfied at all. Completely Not Satisfied Don't How satisfied are you with: Satisfied At All Know (A) Odor from wastewater treatment facilities near your home 10 ...09 ... 08 ... 07... 06....05 ..04 ...03 .... 02....01 .... 99 (B) Adequacy of wastewater treatment facilities in your area 10 ...09 ... 08 ... 07... 06....05 ..04 ...03 .... 02....01 .... 99 2. Do you know who to contact if you have problems with wastewater or sanitary sewer services? (1) Yes (2) No 3. During the past 3 years, have you had any sanitary sewer problems at your residence or place of business? (1) Yes (2) No 3a. [IF YES] Was the backup caused by problems in MSD's system? (1) Yes (2) No 4. Overall, how important do you think the treatment and discharge of wastewater is in your community? (1) Very important (3) Not sure (2) Somewhat important (4) Not important SATISFACTION WITH STORM WATER SERVICES 5. Next, I would like you to rate your satisfaction with various aspects of stormwater services provided by MSD. Please rate each of the following on a 10-point scale where "10" means completely satisfied and "1" means not satisfied at all. Completely Not Satisfied Don't How satisfied are mi with: Satisfied At All Know (A) Drainage of rainwater off streets in your neighborhood 10 ...09 ... 08 ... 07... 06....05 ..04 ...03 .... 02....01 .... 99 (B) Drainage of rainwater off streets in other parts of the St. Louis area 10 ...09 ...08 ... 07... 06....05 ..04 ...03 .... 02....01 .... 99 (C) Cleanliness of storm drains and catch basins in your neighborhood 10 ...09 ... 08 ... 07... 06....05 ..04 ...03 .... 02....01 .... 99 6. Do you know who to contact if you have flooding problems in your neighborhood? (1) Yes (2) No ETC Institute (2014) 164 2013 MSD Annual Customer Satisfaction Survey 7. During the past 3 years, have you had any stormwater or flooding problems near or at your home? (1) Yes: If yes, Did you contact MSD? _(1) Yes _(2) No (2) No 7a. IF YES: Would you describe your stormwater or flooding problem as a severe, moderate, or minor problem? (1) Severe (2) Moderate (3) Minor 8. During the last 3 years, have you had any soil erosion problems related to stormwater or flooding problems near or at your home (1) Yes (2) No 8a. IF YES: Would you describe your soil erosion problem as a severe, moderate, or minor problem? (1) Severe (2) Moderate (3) Minor 9. During the last 3 years, have you had any soil erosion problems related to the erosion of river or creek banks near or at your home? (1) Yes (2) No 9a. IF YES: Would you describe your soil erosion problem as a severe, moderate, or minor problem? (1) Severe (2) Moderate (3) Minor 10. Overall, how important do you think stormwater management for the prevention of flooding is in the St. Louis area? (1) Very important (3) Not sure (2) Somewhat important (4) Not important 11. Overall, how important do you think stormwater management for the prevention of soil erosion is in the St. Louis area? (1) Very important (3) Not sure (2) Somewhat important (4) Not important ETC Institute (2014) 165 2013 MSD Annual Customer Satisfaction Survey BILLING and CUSTOMER SERVICE 12. Next, I would like you to rate your satisfaction with various aspects of customer service provided by MSD. Please rate each of the following on a 10-point scale where "10" means completely satisfied and "1" means not satisfied at all. Completely Not Satisfied Don't How satisfied are y with: Satisfied At All Know (A) How easy your bill is to understand 10 ...09 ... 08 ... 07....06 ...05 ..04 ...03 02 ...01 99 (B) The accuracy of your bill 10 ...09 ... 08 ... 07....06 ...05 ..04 ...03 02 ...01 99 (C) How easy it is to resolve billing problems 10 ...09 ... 08... 07....06 ...05 ..04 ...03 02 ...01 99 (D) Hours that customer service is available ...10 ...09 ... 08 ... 07 ....06 ...05 ..04 ...03 02 ...01 99 (E) The responsiveness of MSD personnel to the public 10 ...09 ... 08 ... 07....06 ...05 ..04 ...03 02 ...01 99 (F) The friendliness of MSD personnel 10 ...09 ... 08 ... 07....06 ...05 ..04 ...03 02 ...01 99 (G) How MSD treats its customers 10 ...09 ... 08 ... 07....06 ...05 ..04 ...03 02 ...01 99 13. If the Metropolitan Sewer District were to improve its performance in TWO of the areas I just read, which two areas do you think should be the most important to emphasize over the next two years? (use letters from the list in #12) 1st: 2nd: 14. During the past 3 years have you ever contacted MSD with a question, problem or complaint? (1) Yes — ask 14a-b (2) No — skip to 15 14a. [Only if YES to Q#14] How easy was it to contact the person you needed to reach? (1) very easy (4) very difficult (2) somewhat easy (9) don't know (3) difficult 14b. [Only if YES to Q#14] I am going to read you several factors that may influence your perception of the quality of customer service you receive from MSD employees. For each item, please rate how often the employees you have contacted during the past year have displayed the behavior described on a scale of 1 to 5, where 5 means "Always" and 1 means "Never." Always Usually Sometimes Seldom Never Don't Know (1) They were courteous and polite 5 4 3 2 1 9 (2) They gave prompt, accurate, and complete answers to questions . 5 4 3 2 1 9 (3) They did what they said they would do in a timely manner 5 4 3 2 1 9 (4) They helped you resolve an issue to your satisfaction 5 4 3 2 1 9 15. During the past 12 months do you think the way MSD treats its customers has gotten a lot better, somewhat better, stayed the same, somewhat worse, or a lot worse? (1) A Lot better (2) Somewhat better (3) Stayed the same (4) Somewhat worse (5) A Lot worse (9) Don't know ETC Institute (2014) 166 2013 MSD Annual Customer Satisfaction Survey PUBLIC IMAGE AND INFORMATION 16. From which of the following sources District? (check all that apply) (1) MSD billing statement (2) Direct mailings from MSD (3) Radio (4) Local television (5) St Louis Post -Dispatch 17. During the past 12 months, have information or stories about MSD? (1) Yes [Ask Q17a] do you receive information about the Metropolitan Sewer (6) St. Louis American (7) Suburban Journals (8) Call Newspapers (9) St. Louis Business Journal Other: you seen or heard any newspaper, radio, or television (2) No [GO TO Q18] 17a. [Only if YES to #17] Overall how would you say that these stories or articles changed the way you feel about MSD? [check one] (1) Feel much more positive about MSD (2) Feel somewhat more positive (3) Did not change the way I feel (4) Feel somewhat more negative (5) Feel much more negative 18. Using a scale of 1 to 5 where 5 means "very satisfied" and 1 means your satisfaction with the following aspects of communication District How would you rate? (A) The availability of information about MSD services (B) MSD efforts to keep you informed about Very Satisfied Satisfied Neutral "very dissatisfied," please rate from the Metropolitan Sewer Very Don't Dissatisfied Dissatisfied Know 5 4 3 2 1 9 problems with your service 5 4 3 2 1 9 (C) Efforts by MSD to involve the public in planning and investment decisions 5 4 3 2 1 9 (D) The quality of MSD's web page 5 4 3 2 1 9 (E) The quality of direct mailings from MSD 5 4 3 2 1 9 19. Do you know which of the following agencies are responsible for the treatment and discharge of wastewater and the management of stormwater where you live? [Check all that are mentioned] (1) City where you live (4) Metropolitan St. Louis Sewer District (2) County where you live (6) Other: (3) Your local water company (9) Don't know 20. During the past 12 months, how do you think the image of MSD has changed? Do you think it has become much more professional, somewhat more professional, stayed the same, somewhat less professional, or much less professional? (1) Much more professional (2) Somewhat more professional (3) Stayed the same (4) Somewhat less professional (5) Much less professional (9) Don't know ETC Institute (2014) 167 2013 MSD Annual Customer Satisfaction Survey COMPARISONS TO OTHER UTILITIES 21. Next, I am going to read you a list of several utilities that serve residents in the St. Louis area. Please rate the overall performance of each utility on a scale of 1 to 10 where "10" is "Best" and 1 is "Worst." Best Worst Don't Know (A) Your water company (Missouri American Water Co, City of Kirkwood, St. Louis City Water Division) 10 .. 09 .. 08.. 07.. 06.. 05...04 ..03 .. 02 .. 01 99 (B) Laclede Gas Company (natural gas company) 10 ..09 .. 08.. 07.. 06.. 05...04 ..03 ..02 .. 01 99 (C) Ameren UE (electric company) 10 .. 09 .. 08.. 07.. 06.. 05...04 ..03 .. 02 .. 01 99 (D) The Metropolitan St. Louis Sewer District, which is responsible for sanitary and stormwater service in your area 10 .. 09 .. 08 .. 07 .. 06.. 05...04 ..03 .. 02 .. 01 99 (E) Local phone company (SBC) 10 .. 09 .. 08 .. 07.. 06.. 05...04 ..03 .. 02 .. 01 99 21a. If they gave a rating of less than 46599 above), ask: Why do you feel that way? or more than "8" for MSD (option D in Question 21 PERCEIVE EFFICIENCY AND VALUE 22. On a scale of 1 to 10, where 1 is very inefficient and 10 is very efficient, how would you rate the overall efficiency of MSD? Very Efficient Very Inefficient Don't Know 10 09 08 07 06 05 04 03 02 01 99 23. Currently, the typical residential household in the St. Louis area pays about $21 per month for sanitary and stormwater services. On a scale of 1 to 10, where 1 is very unreasonable and 10 is very reasonable, how would you rate the overall reasonableness of the rates charged by MSD? Very Reasonable Very Unreasonable Don't Know 10 09 08 07 06 05 04 03 02 01 99 24. Which of the following methods do you think is currently used by MSD to determine the amount of a property owner's sewer bill? (1) The bill is based on the amount of water used (2) The bill is based on property value (3) The bill is based on the size/acreage of a lot (4) The bill is based on the estimated amount of stormwater runoff from the property (9) Don't know ENVIRONMENTAL LEADERSHIP 25. Do you think the Metropolitan Sewer District is an environmental leader? An "environmental leader" would be an organization that is actively taking steps to protect the environment and conserve environmental resources. (1) Yes (2) No (3) Don't know ETC Institute (2014) 168 26. On a scale of 1 to 10, where 1 is very unimportant and 10 is very important, how important do you think it is for MSD to invest in new technology and system improvements that will help keep the water clean in the region's streams and rivers? Very Important NOT important Don't Know 10 09 08 07 06 05 04 03 02 01 99 OVERALL PRIORITIES 27. Next, I would like you to rate your overall satisfaction with major areas of service provided by MSD. Please rate each of the following on a 10-point scale where "10" means completely satisfied and "1" means not satisfied at all. Completely Not Satisfied Don't How satisfied are m with: Satisfied At All Know (A) Overall quality of your wastewater services where you live 10 ...09 ...08 ... 07... 06....05 ..04 ...03 .... 02....01 .... 99 (B) Overall quality of the stormwater system in the metropolitan St. Louis area 10 ...09 ... 08 ... 07... 06....05 ..04 ...03 .... 02....01 .... 99 (C) Overall quality of customer service provided by MSD 10 ...09 ... 08 ... 07... 06....05 ..04 ...03 .... 02....01 .... 99 (D) Overall efforts of MSD to keep customers informed 10 ...09 ...08 ... 07... 06....05 ..04 ...03 .... 02....01 .... 99 (E) Overall efforts of MSD to protect and preserve the environment 10 ...09 ... 08 ... 07... 06....05 ..04 ...03 .... 02....01 .... 99 28. If the Metropolitan Sewer District were to improve its performance in TWO of the areas I just read, which TWO do you think should be the most important to emphasize over the next two years? (use letters from the list in #27) 1st: 2nd: DEMOGRAPHICS 29. Which of the following best describes the location of your home? (1) Inside the City of St. Louis (2) Outside the City of St. Louis, but east (inside) of 1-270 and South of Highway 40/I-64 (3) Outside the City of St. Louis; but east (inside of I-270) and North of Highway 40/I-64 (4) West (or outside) of 1-270 30. Do you own or rent your current residence? (1) Own (2) Rent 31. Do you currently receive a bill from MSD? (1) Yes (2) No 32. Which of the following BEST describes your home? (1) Single family (4) Mobile home (2) Duplex -Triplex (5) Other (3) Apartment/Condo 33. How many years have you lived in the St. Louis Area? (1) Less than 5 (3) 11-20 years (2) 6-10 years (4) more than 20 years 34. What is your home street address (be specific as possible) Street: City: Zipcode: The Metropolitan Sewer District Thanks You for Your Time - This Concludes the Survey. ETC Institute (2014) 169 2013 Post Contact Survey 1st Quarter Results Draft Final Report Conducted- or Jvletropolitan St. Louis Sewer District 725 W. Frontier Circle Olathe, KS 66061 (913) 829-1215 April 2013 Contents Executive Summary i Section 1: Charts and Graphs 1 Section 2: GIS Maps (Location of Respondents) 10 Section 3: Tabular Data (WEIGHTED RESULTS) 16 Section 4: Survey Instrument 34 f • - Executive Summary Purpose and Methodology ETC Institute conducted a post -contact survey for the Metropolitan St. Louis Sewer District during the 1st quarter of 2013. The survey was administered by phone to a random sample of 462 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 2013, 6 of the 8 categories received 90% or higher. The top category, Employee was courteous, had the highest rating (94%). FIELD SERVICE ➢ Customers' Experience with MSD Employee(s) who made a service call to Home/Neighborhood. Based on customers' experience with field service employees who made a service call to home/neighborhood during the 1st quarter of 2013, 95% (+4% from 4th quarter 2013) of the respondents thought the repairs were made in a timely manner. In addition, 88% of the respondents indicated that the Field Service Employee resolved their question or concern. This rating increased 3% from the 4th quarter 2012 ratings. Current Overall Mean Satisfaction Ratings (1st Quarter 2013) 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 8.20 (-.30). • 4th Quarter 2012 Mean Satisfaction Rating was 8.50 ➢ 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 8.10 (-.50). • 4th Quarter 2012 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). • 4th Quarter 2012 Mean Satisfaction Rating was 8.10 ➢ Satisfaction with the Overall Quality of Service Provided by BILLING. Satisfaction with the overall quality of service provided by Billing is currently 8.10 (-.10). • 4th Quarter 2012 Mean Satisfaction Rating was 8.20 ➢ 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 (-.30). • 4th Quarter 2012 Mean Satisfaction Rating was 8.00 ii MSD Post Contact (1st Qtr Report) Section 1: Charts and Graphs ETC Institute (2013) 1 MSD Post Contact (1st Qtr Report) R1111 Number of Post Contact Surveys Conducted by Type Total = 461 r 300 250 200 150 100 50 0 • Field Service 0 Billing 228 —233 0.5% mi Number of Surveys Source: ETC Institute (Post -Contact Survey - 1st Quarter 2013) Q1: What Was the Primary Reason You Had Contact with an MSD Employee During the Past 60 Days? • 300 250 200 150 100 50 0 pp 227 —235- Number of Surveys •Field Service 0 Billing t Source: ETC Institute (Post -Contact Survey - 1st Quarter 2013) ETC Institute (2013) 2 MSD Post Contact (1st Qtr Report) Q2: Customers' Experience with Employees by Phone By Type of Contact 1st Quarter 2013 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 90% 90% 1 94 92% III 9 90% 90% 91% 92i 94 I91% 935 I71% 83% 80% 82% 0% Source: ETC Institute (Post -Contact Survey - 1st Quarter 2013) 25% 50% 75% IField Service 0 Billing I 100% Q2: Customers' Experience with Field Service Employees by Phone 2nd Qtr 2012 through 1st Qtr 2013 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 I MI911111111111111111111111111111111111111111111111111111111111111111111111111111111111111111111111111111111111111 V% IIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIII Illllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllne 11IIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIII 93° 93°. 92% IIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIII IIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIII nnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnmmmiininniinn IIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIII 94° 0% 20% 40% 60% 02nd Qtr 2012 1:11133rd Qtr 2012 04th Qtr 2012 Mist Qtr 2013 Source: ETC Institute (Post -Contact Survey - 1st Quarter 2013) 80% 7% 7% % 7% % 100% ETC Institute (2013) 3 MSD Post Contact (1st Qtr Report) Q2: Customers' Experience with Billing Employees by Phone 2nd Qtr 2012 through 1st Qtr 2013 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 92% 92% 10% 97% I92% I 94% I 93% I 91% I 90% 193% 194 I 92% I 91% 19i % I 94% 195'o I 94% 19E,% 95% 95% I 93% I 89% I 86% 182 % 0% 20% 40% 60% 80% 100% 0 2nd Qtr 2012 0 3rd Qtr 2012 04th Qtr 2012 IMI1st Qtr 2013 Source: ETC Institute (Post -Contact Survey - 1st Quarter 2013) Trend Data Q4: Customers' Experience with MSD Employee(s) Who Made a Service Call to Home/Neighborhood 2nd Qtr 2012 through 1st Qtr 2013 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 & 196 If 1959 91 1 1 9 J 7-7 Is I91 I 93% 93% 191% 195 I I I I 85% 1959 I 86% I I 80% 181% 90% 185% I 88% 0% 20% 40% 60% 02nd Qtr 2012 03rd Qtr 2012 04th Qtr 2012 01st Qtr 2013 80% 8% 1% 100% 100% 99% 99% 99% 99% 7% 99% 99% 8% % 100% Source: ETC Institute (Post -Contact Survey - 1st Quarter 2013) ETC Institute (2013) 4 MSD Post Contact (1st Qtr Report) I I Q8a: Satisfaction with the Overall Quality of Service Provided over the Phone by Field Service 10.00 9.00 8.00 7.00 6.00 5.00 mean rating based on a 10-point scale where 1="not satisfied at all" and 10="completely satisfied" 1st Qtr 2012 through 1st Qtr 2013 8.70 8.70 8.90 8.60 6A 8.10 1st Qtr 2012 2nd Qtr 2012 Source: ETC Institute (Post -Contact Survey - 1st Quarter 2013) 3rd Qtr 2012 4th Qtr 2012 1st Qtr 2013 Trend Data Q8a: Satisfaction with the Overall Quality of Service 10.00 19.00 IN 8.00 7.00 6.00 5.00 Provided over the Phone by Billing mean rating based on a 10-point scale where 1="not satisfied at all" and 10="completely satisfied" 1st Qtr 2012 1st Qtr 2012 through 1st Qtr 2013 2nd Qtr 2012 3rd Qtr 2012 Source: ETC Institute (Post -Contact Survey - 1st Quarter 20/3) 4th Qtr 2012 1st Qtr 2013 Trend Data ETC Institute (2013) 5 MSD Post Contact (1st Qtr Report) R 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" 10.00 9.00 11. 8.00 11. 7.00 11. 6.00 5.00 1st Qtr 2012 2nd Qtr 2012 Source: ETC Institute (Post -Contact Survey - 1st Quarter 2013) 3rd Qtr 2012 4th Qtr 2012 1st Qtr 2013 Trend Data Q8c: Satisfaction with the Overall Quality of Service 10.00 9.00 8.00 7.00 6.00 5.00 Provided by MSD: BILLING ONLY mean rating based on a 10-point scale where 1="not satisfied at all" and 10="completely satisfied" 1st Qtr 2012 through 1st Qtr 2013 8.50 8.20 8.10 8.20 8.10 i 1st Qtr 2012 2nd Qtr 2012 t Source: ETC Institute (Post -Contact Survey - 1st Quarter 20/3) 3rd Qtr 2012 4th Qtr 2012 1st Qtr 2013 Trend Data ETC Institute (2013) 6 MSD Post Contact (1st Qtr Report) R Q8c: Satisfaction with the Overall Quality of Service 1st Qtr 2012 through 1st Qtr 2013 00 8.40 8.10 8.10 8.10 I 9. I. • 7.00 • F 5.00 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 2012 2nd Qtr 2012 3rd Qtr 2012 Source: ETC Institute (Post -Contact Survey - 1st Quarter 2013) 4th Qtr 2012 el el 1stQtr2013 Trend Data Q9: Do You Own or Rent Your Current Residence? by percentage of respondents 1st Quarter 2013 Own 93% p I I I t Source: ETC Institute (Post -Contact Survey - 1st Quarter 2013) Not provided Rent 2% 5% ETC Institute (2013) 7 MSD Post Contact (1st Qtr Report) • U Q10: Which of the Following Best Describes Your Home? by percentage of respondents 1st Quarter 2013 Single family 91% Source: ETC Institute (Post -Contact Survey - 1st Quarter 2013) Other Apt/Condo 2% Duple -Triplex 6% r Mo — p I I Q11: How Many Years Old is Your Home? -e than 20 years 86% oy percentage or respondenrs 1st Quarter 2013 11111111111111"""""""""' 11-20 years 9% Less tha 1% 5-10 years 4% t Source: ETC Institute (Post -Contact Survey - 1st Quarter 2013) ETC Institute (2013) 8 MSD Post Contact (1st Qtr Report) r 0 0 Q12: How Many Years Have You Lived in Your Current Home? by percentage of respondents 1st Quarter 2013 More than 20 yrs 35% Less than 5 25% 5-10 yrs 11-20 yrs 17% Source: ETC Institute (Post -Contact Survey - 1st Quarter 2013) ETC Institute (2013) 9 MSD Post Contact (1st Qtr Report) Section 2: GIS Maps ETC Institute (2013) 10 MSD Post Contact (1st Qtr Report) • — • • • ,.,,r. = {a. ••• 0:• i► 41* • ,.• 7.i,.; • 0 • • • 1 i • • • it.••a.r.. I .... 4.♦ • • • • 4f •• • •� • • • • S. el. •' • •. ♦ � _stf ' i • • �4 •7 •` ..poi •• i ▪ •.••• • • ..ter Fro • ••. • • IQ 4111)1'• + R • i Me �' Ca•• •i - o © 0Ci 6®cwar �• 0 Opo CP -le •• grit 0 o o •• °0 ®• 6908 ▪ ft8 0 0 010QD eQ • e 0 g(®. -- • Q 3o O O 0 • •� l so • e• 00 • :• 0 • Air • i• ` o • ; �• • • • • Q • ;tom o • ®0 0 0 © •f • • + :.J" .,. • • f • • •• ■ • •• ■ I. • 02013 CALIPER: 0201 AVTEQ Location of Respondents MSD Post Contact Survey 1st Quarter Results (2013) ETC Institute (2013) 11 MSD Post Contact (1st Qtr Report) Q8a: Satisfaction with the Overall Quality of Service Provided over the Phone by Billing �' yr i,y•, v: ©2013 CALIPER; ©2VTEC T/AI 67���h �. 1 ( J J -J• /* 1st Quarter C' } LEGEND ZIP Storm ater OMCI - River Levee Districts 1 t Louis Bndry i District Boundary LEVEL OF SATISFACTION 0.00 to 2.00 2.00 to 4.00 4.00 to 6.00 6.00 to 8.00 1 8.00 to 10.00 Other ETC Institute (2013) 12 MSD Post Contact (1st Qtr Report) Q8a: Satisfaction with the Overall Quality of Service Provided over the Phone by Maximo `gsw- ,4100101:11, I" / r•.F�ti L 1 L 7r aY ....-0• a ©2013 CALIPER; 021 VTEQ • ,, i -�I• •. F 1st Quarter C' } LEGEND ZIP Storm ater OMCI - River Levee Districts 1 t Louis Bndry i District Boundary LEVEL OF SATISFACTION 0.00 to 2.00 2.00 to 4.00 4.00 to 6.00 6.00 to 8.00 1 8.00 to 10.00 Other ETC Institute (2013) 13 MSD Post Contact (1st Qtr Report) Q8c: Satisfaction with the Overall Quality of Service Provided by MSD: BILLING ONLY ikorillIde AritiopM: ASP' r • •t • 't ems, 0 to l EE 0 ©2013 CALIPER; ®2 VTEC 0 0 • 0 I 67 -♦+ih Ni. , /4, • - '�: Le I /e . rr' • I • tl 1 r. r 55 44-4* *4 r Aft Ate° 1st Quarter C' } LEGEND ZIP Stormwater OMCI - River Levee Districts 1 t Louis Bndry i District Boundary LEVEL OF SATISFACTION 0.00 to 2.00 2.00 to 4.00 4.00 to 6.00 6.00 to 8.00 18.00 to 10.00 Other ETC Institute (2013) 14 MSD Post Contact (1st Qtr Report) Q8c: Satisfaction with the Overall Quality of Service Provided by MSD: MAXIMO ONLY .00004 r •.F�ti t 1 1 f 7r ©2013 CALIPER; 021 VTEQ 4 r: •. F 1st Quarter C' } LEGEND ZIP Storm ater OMCI - River Levee Districts 1 t Louis Bndry i District Boundary LEVEL OF SATISFACTION 0.00 to 2.00 2.00 to 4.00 4.00 to 6.00 6.00 to 8.00 1 8.00 to 10.00 Other ETC Institute (2013) 15 MSD Post Contact (1st Qtr Report) Section 3: Tabular Data ETC Institute (2013) 16 MSD Post Contact (1st Qtr Report) WEIGHTED DATA Grouped problem Code Number Percent Cave In 56 12.1 % Water Backup 62 13.4 % Storm water 55 11.9 % Other 55 11.9 % Billing 234 50.6 % Total 462 100.0 % month Number Percent January= 162 35.1 % February= 148 32.0 % March= 152 32.9 % Total 462 100.0 % Survey type Number Percent B=Billing 233 50.5 % F=Field service 228 49.5 % Total 461 100.0 % 01. Which of the following describes the PRIMARY reason you had contact with an MSD employee during the past 60 days: Q 1 Primary reason had contact w/MSD employee Number Percent 1=Billing issue 235 50.9 % 2=Maintenance problem 227 49.1 % Total 462 100.0 % 02. Did you call MSD for any reason in the past 60 days? Q2 Did you call MSD past 60 days Number Percent 1=Yes 462 100.0 % Total 462 100.0 % ETC Institute (2013) 17 MSD Post Contact (1st Qtr Report) WEIGHTED DATA Q2. Based on your experience with the employees you spoke with by phone, please answer the following questions. (N=462) OVERALL Yes No 1 2 Q2a Easy to determine phone # to call 89.9% 10.1% Q2b MSD Customer Service Ctr open 93.2% 6.8% Q2c Time waited to speak was acceptable 92.9% 7.1% Q2d Employee was tech competent 90.2% 9.8% Q2e Employee was courteous 93.0% 7.0% Q2f Employee treated you with respect 92.1% 7.9% Q2g What was needed to address concern 77.1% 22.9% Q2h Employee resolved question/concern 81.1% 18.9% If NO to Q2h ask Q2" and Q2 Q2j Any followup regarding issue status 11.8% 88.2% ETC Institute (2013) 18 MSD Post Contact (1st Qtr Report) WEIGHTED DATA 02. Based on your experience with the employees you spoke with by phone, please answer the following questions. [Billing only] (N=233) BILLING ONLY Yes No 1 2 Q2a Easy to determine phone # to call 90.1% 9.9% Q2b MSD Customer Service Ctr open 92.3% 7.7% Q2c Time waited to speak was acceptable 89.6% 10.4% Q2d Employee was tech competent 90.6% 9.4% Q2e Employee was courteous 93.6% 6.4% Q2f Employee treated you with respect 93.1% 6.9% Q2g What was needed to address concern 83.2% 16.8% Q2h Employee resolved question/concern 82.4% 17.6% If NO to Q2h ask Q2' and Q2 Q2j Any followup regarding issue status 7.3% 92.7% ETC Institute (2013) 19 MSD Post Contact (1st Qtr Report) WEIGHTED DATA Q2. Based on your experience with the employees you spoke with by phone, please answer the following questions. [Field service only] (N=228) FIELD SERVICE ONLY Yes No 1 2 Q2a Easy to determine phone # to call 89.7% 10.3% Q2b MSD Customer Service Ctr open 94.2% 5.8% Q2c Time waited to speak was acceptable 96.4% 3.6% Q2d Employee was tech competent 89.7% 10.3% Q2e Employee was courteous 92.4% 7.6% Q2f Employee treated you with respect 91.0% 9.0% Q2g What was needed to address concern 70.6% 29.4% Q2h Employee resolved question/concern 79.7% 20.3% If NO to Q2h ask Q2" and Q2 Q2j Any followup regarding issue status 15.9% 84.1% ETC Institute (2013) 20 MSD Post Contact (1st Qtr Report) WEIGHTED DATA Q2. Based on your experience with the employees you spoke with by phone, please answer the following questions. [Cave in only] (N=56) CAVE IN ONLY Yes No 1 2 Q2a Easy to determine phone # to call 79.6% 20.4% Q2b MSD Customer Service Ctr open 90.7% 9.3% Q2c Time waited to speak was acceptable 92.6% 7.4% Q2d Employee was tech competent 91.1% 8.9% Q2e Employee was courteous 91.1% 8.9% Q2f Employee treated you with respect 91.1% 8.9% Q2g What was needed to address concern 57.4% 42.6% Q2h Employee resolved question/concern 68.5% 31.5% If NO to Q2h ask Q2" and Q2 Q2j Any followup regarding issue status 0.0% 100.0% ETC Institute (2013) 21 MSD Post Contact (1st Qtr Report) WEIGHTED DATA Q2. Based on your experience with the employees you spoke with by phone, please answer the following questions. [Water backup only] (N=62) WATER BACKUP ONLY Yes No 1 2 Q2a Easy to determine phone # to call 90.2% 9.8% Q2b MSD Customer Service Ctr open 93.4% 6.6% Q2c Time waited to speak was acceptable 100.0% 0.0% Q2d Employee was tech competent 91.8% 8.2% Q2e Employee was courteous 96.7% 3.3% Q2f Employee treated you with respect 96.7% 3.3% Q2g What was needed to address concern 83.6% 16.4% Q2h Employee resolved question/concern 95.1% 4.9% If NO to Q2h ask Q2" and Q2 Q2j Any followup regarding issue status 0.0% 100.0% ETC Institute (2013) 22 MSD Post Contact (1st Qtr Report) WEIGHTED DATA 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) STORMAWATER Yes No 1 2 Q2a Easy to determine phone # to call 90.6% 9.4% Q2b MSD Customer Service Ctr open 92.5% 7.5% Q2c Time waited to speak was acceptable 96.2% 3.8% Q2d Employee was tech competent 83.0% 17.0% Q2e Employee was courteous 88.7% 11.3% Q2f Employee treated you with respect 84.9% 15.1% Q2g What was needed to address concern 64.2% 35.8% Q2h Employee resolved question/concern 64.2% 35.8% If NO to Q2h ask Q2" and Q2 Q2j Any followup regarding issue status 36.8% 63.2% ETC Institute (2013) 23 MSD Post Contact (1st Qtr Report) WEIGHTED DATA 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=55) OTHER Yes No 1 2 Q2a Easy to determine phone # to call 98.2% 1.8% Q2b MSD Customer Service Ctr open 100.0% 0.0% Q2c Time waited to speak was acceptable 96.2% 3.8% Q2d Employee was tech competent 92.6% 7.4% Q2e Employee was courteous 92.6% 7.4% Q2f Employee treated you with respect 90.7% 9.3% Q2g What was needed to address concern 75.5% 24.5% Q2h Employee resolved question/concern 88.9% 11.1% If NO to Q2h ask Q2" and Q2 Q2j Any followup regarding issue status 0.0% 100.0% ETC Institute (2013) 24 MSD Post Contact (1st Qtr Report) WEIGHTED DATA Q3. Did MSD employees make a service call to your home or neighborhood in the past 60 days? N=462 Survey type Total Field service Billing F B Total 49.5% 50.5% 100.0% Q3 Service call in last 60 days 1=Yes 60.5% 4.7% 32.3% 2=No 39.5% 95.3% 67.7% Q3a. Did the MSD employees complete the service? Q3a MSD employees completed service Number Percent 1=Yes 103 68.7 % 2=No 32 21.3 % 3=Not sure 15 10.0 % Total 150 100.0 % Q4. Based on your experience with the employees who visited your home or neighborhood, please answer the following questions. [OVERALL FIELD SERVICE] (N=149) OVERALL FIELD SERVICE Yes No 1 2 Q4a Did MSD employee arrive on time 95.7% 4.3% Q4b MSD employee appearance professional 98.7% 1.3% Q4c Employee technically competent 98.6% 1.4% Q4d Was MSD employee courteous 96.0% 4.0% Q4e Repairs/service improvement timely 94.8% 5.2% Q4f What was needed to address concern 80.2% 19.8% Q4g Employee resolved issue or concern 88.2% 11.8% if NO to Q4 . ask Q4i and Q4h q4i Any followup regarding issue status 18.2% 81.8% ETC Institute (2013) 25 MSD Post Contact (1st Qtr Report) WEIGHTED DATA Q4. Based on your experience with the employees who visited your home or neighborhood, please answer the following questions. [CAVE-INS ONLY] (N=24) CAVE IN ONLY Yes No 1 2 Q4a Did MSD employee arrive on time 84.6% 15.4% 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 84.6% 15.4% Q4f What was needed to address concern 54.5% 45.5% Q4g Employee resolved issue or concern 84.6% 15.4% if NO to Q4 . ask Q4i and Q4h q4i Any followup regarding issue status 0.0% 100.0% ETC Institute (2013) 26 MSD Post Contact (1st Qtr Report) WEIGHTED DATA 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 ONLY Yes No 1 2 Q4a Did MSD employee arrive on time 96.4% 3.6% Q4b MSD employee appearance professional 96.0% 4.0% Q4c Employee technically competent 95.8% 4.2% Q4d Was MSD employee courteous 92.0% 8.0% Q4e Repairs/service improvement timely 93.5% 6.5% Q4f What was needed to address concern 82.8% 17.2% Q4g Employee resolved issue or concern 77.4% 22.6% if NO to Q4 . ask Q4i and Q4h q4i Any followup regarding issue status 28.6% 71.4% ETC Institute (2013) 27 MSD Post Contact (1st Qtr Report) WEIGHTED DATA Q4. Based on your experience with the employees who visited your home or neighborhood, please answer the following questions. FSTORMWATER1 (N=32) STORMWATER 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 82.4% 17.6% Q4g Employee resolved issue or concern 100.0% 0.0% if NO to Q4. ask Q4i and Q4h q4i Any followup regarding issue status 0.0% 0.0% ETC Institute (2013) 28 MSD Post Contact (1st Qtr Report) WEIGHTED DATA 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=33) OTHER 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 85.0% 15.0% Q4g Employee resolved issue or concern 88.5% 11.5% if NO to Q4. ask Q4i and Q4h q4i Any followup regarding issue status 0.0% 100.0% ETC Institute (2013) 29 MSD Post Contact (1st Qtr Report) WEIGHTED DATA 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=462 Survey type Grouped problem Code Total Total Field Water Storm service Billing Cave In Backup water Other Billing 49.5% 50.5% 12.1% 13.4% 11.9% 11.9% 50.6% 100.0% Q8a Quality service by employee on phone Completely satisfied 48.8% 46.5% 43.8% 49.2% 49.1% 52.7% 46.3% 47.5% 09 9.7% 17.5% 6.3% 9.8% 3.8% 18.2% 17.9% 13.9% 08 16.1% 11.8% 27.1% 19.7% 5.7% 12.7% 11.8% 13.9% 07 3.2% 5.3% 0.0% 4.9% 3.8% 3.6% 5.2% 4.3% 06 05 3.7% 3.9% 4.2% 1.6% 5.7% 3.6% 3.9% 3.8% 7.4% 4.4% 10.4% 8.2% 7.5% 3.6% 4.4% 5.8% 04 1.4% 2.2% 0.0% 1.6% 3.8% 0.0% 2.2% 1.8% 03 1.8% 0.4% 4.2% 3.3% 0.0% 0.0% 0.4% 1.1% 02 1.4% 1.8% 0.0% 1.6% 3.8% 0.0% 1.7% 1.6% Not at all satisfied 6.5% 6.1% 4.2% 0.0% 17.0% 5.5% 6.1% 6.3% Don't know 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% Mean 8.1 8.2 8.0 8.4 7.1 8.6 8.2 8.1 SD 2.7 2.6 2.5 2.1 3.6 2.3 2.6 2.6 ETC Institute (2013) 30 MSD Post Contact (1st Qtr Report) WEIGHTED DATA 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=462 Survey type Grouped problem Code Total Field Water Storm service Billing Cave In Backup water Other Billing Total 49.5% 50.5% 12.1% 13.4% 11.9% 11.9% 50.6% 100.0% Q8b Quality service --home service call Completely satisfied 58.1% 29.2% 66.7% 51.2% 48.3% 69.4% 29.2% 53.6% 09 10.1% 25.0% 9.5% 7.0% 10.3% 13.9% 25.0% 12.4% 08 7.8% 4.2% 0.0% 18.6% 0.0% 5.6% 4.2% 7.2% 07 6.2% 0.0% 14.3% 2.3% 10.3% 2.8% 0.0% 5.2% 06 1.6% 0.0% 0.0% 4.7% 0.0% 0.0% 0.0% 1.3% 05 2.3% 20.8% 0.0% 4.7% 0.0% 2.8% 20.8% 5.2% 04 2.3% 0.0% 0.0% 0.0% 6.9% 2.8% 0.0% 2.0% 03 0.8% 8.3% 0.0% 2.3% 0.0% 0.0% 8.3% 2.0% 02 3.1% 0.0% 0.0% 2.3% 10.3% 0.0% 0.0% 2.6% Not at all satisfied 7.8% 12.5% 9.5% 7.0% 13.8% 2.8% 12.5% 8.5% Don't know 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% Mean 8.2 6.9 8.6 8.1 7.1 9.1 6.9 8.0 SD 2.9 3.3 2.7 2.8 3.7 2.0 3.3 3.0 ETC Institute (2013) 31 MSD Post Contact (1st Qtr Report) WEIGHTED DATA 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=462 Survey type Grouped problem Code Total Field Water Storm service Billing Cave In Backup water Other Billing Total 49.5% 50.5% 12.1% 13.4% 11.9% 11.9% 50.6% 100.0% Q8c Overall quality of MSD service Completely satisfied 42.1% 44.7% 33.3% 45.2% 39.2% 50.0% 44.5% 43.3% 09 13.1% 14.2% 3.7% 16.1% 3.9% 27.8% 14.5% 13.8% 08 15.8% 13.7% 31.5% 12.9% 9.8% 9.3% 13.7% 14.7% 07 3.6% 6.2% 0.0% 6.5% 5.9% 1.9% 6.2% 4.9% 06 1.8% 5.3% 0.0% 1.6% 5.9% 0.0% 5.3% 3.6% 05 8.6% 6.6% 9.3% 11.3% 9.8% 3.7% 6.6% 7.6% 04 0.9% 0.9% 0.0% 1.6% 0.0% 1.9% 0.9% 0.9% 03 0.9% 0.9% 0.0% 0.0% 3.9% 0.0% 0.9% 0.9% 02 1.4% 0.9% 0.0% 0.0% 3.9% 1.9% 0.9% 1.1% Not at all satisfied 11.8% 6.6% 22.2% 4.8% 17.6% 3.7% 6.6% 9.2% Don't know 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% Mean 7.7 8.1 6.9 8.2 6.7 8.7 8.1 7.9 SD 3.0 2.6 3.5 2.4 3.5 2.2 2.6 2.8 ETC Institute (2013) 32 MSD Post Contact (1st Qtr Report) WEIGHTED DATA Q9. Do you own or rent your current residence? Q9 Do you own/rent your current residence Number Percent 1=Own 431 93.3 % 2=Rent 23 5.0 % 9=Refuse 8 1.7 % Total 462 100.0 % Q10. Which of the following BEST describes your home? Q10 Which best describes your home Number Percent 1=Single family 416 90.8 % 2=Duplex-Triplex 29 6.3 % 3=Apt/Condo 9 2.0 % 4=Mobile home 1 0.2 % 5=Other 3 0.7 % Total 458 100.0 % Q11. How many years old is your home? Q 11 How many years old is your home Number Percent 1=Lessthan5 4 0.9% 2=5-10 years 16 3.7 % 3=11-20 years 40 9.2 % 4=More than 20 yea 376 86.2 % Total 436 100.0 % Q12. How many years have you lived in your current home? Q12 How many years live in current home Number Percent 1=Less than 5 109 24.5 % 2=5 to 10 years 107 24.1 % 3=11 to 20 years 74 16.7 % 4=More than 20 154 34.7 % Total 444 100.0 % GROUPED PROBLEM CODE Grouped problem Code Number Percent 1=Cave In 56 12.1 % 2=Water Backup 62 13.4 % 3=Storm water 55 11.9 % 4=Other 55 11.9 % B=Billing 234 50.6 % Total 462 100.0 % ETC Institute (2013) 33 MSD Post Contact (1st Qtr Report) Section 4: Survey Instrument ETC Institute (2013) 34 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 2013 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 YES NO YES NO YES YES YES YES YES NO NO NO (A) Was it fairly easy for you to determine what phone number to call to get help from the appropriate individual at MSD? (B) Was MSD's customer service center open at the time you needed to call? (C) Was the length of time you waited to speak to an employee who could help you acceptable? (D) Was the employee you spoke with technically competent and knowledgeable'? (E) Was the employee you spoke with courteous? (F) Did the employee you spoke with treat you with respect? 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? 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? 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- IONLY IFNO 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 ym with: Satisfied At All Know (A) Quality of service provided by employees who helped you on the phone 10 ... 09 ... 08... 07....06...05..04...03 02 ... 01 99 (B) Quality of service provided by employees who made a service call to your home/ neighborhood 10...09...08...07....06...05..04...03 02...01 99 (C) Overall quality of service provided by MSD .10 ... 09 ... 08... 07....06 ... 05 .. 04 ... 03 02 ... 01 99 9. Do you own or rent your current residence? (1) Own 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 12. How many years have you lived in your current home? (1) Less than 5 (2) 5-10 years (2) Rent (4) Mobile home (5) Other (3) 11-20 years (4) more than 20 years (3) 11-20 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 inpt will help MSD improve the quality of service to its customers. Contact Person: 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 2013 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? 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- IONLY IFNO 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 ym with: Satisfied At All Know (A) Quality of service provided by employees who helped you on the phone 10 ... 09 ... 08... 07....06...05..04...03 02 ... 01 99 (B) Quality of service provided by employees who made a service call to your home/ neighborhood 10...09...08...07....06...05..04...03 02...01 99 (C) Overall quality of service provided by MSD .10 ... 09 ... 08... 07....06 ... 05 .. 04 ... 03 02 ... 01 99 9. Do you own or rent your current residence? (1) Own (2) Rent 10. Which of the following BEST describes your home? (1) Single family (4) Mobile home (2) Duplex -Triplex (5) Other (3) Apartment/Condo 11. How many years old is your home? (1) Less than 5 (2) 5-10 years (3) 11-20 years (4) more than 20 years 12. How many years have you lived in your current home? (1) Less than 5 (3) 11-20 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: 2013 Post Contact Survey 2nd Quarter Results Draft Final Report Conducted- or Uvletropolitan St. Louis Sewer District 725 W. Frontier Circle Olathe, KS 66061 (913) 829-1215 July 2013 Contents Executive Summary i Section 1: Charts and Graphs 1 Section 2: GIS Maps (Location of Respondents) 10 Section 3: Tabular Data (WEIGHTED RESULTS) 16 Section 4: Survey Instrument 82 f • - Executive Summary Purpose and Methodology ETC Institute conducted a post -contact survey for the Metropolitan St. Louis Sewer District during the 2nd quarter of 2013. The survey was administered by phone to a random sample of 453 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 2nd quarter of 2013, 5 of the 8 categories received 90% or higher. The top category, Employee was courteous, had the highest rating (94%). FIELD SERVICE Customers' Experience with MSD Employee(s) who made a service call to Home/Neighborhood. Based on customers' experience with field service employees who made a service call to home/neighborhood during the 2nd quarter of 2013, 87% (+7% from 1st quarter 2013) of the respondents thought the employee who visited their home told them what would be required to address their concern and approximately how long it would take MSD to resolve. Current Overall Mean Satisfaction Ratings (2nd Quarter 2013) 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 8.30 (+.10). • 1st Quarter 2013 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 8.50 (+.40). • 1st Quarter 2013 Mean Satisfaction Rating was 8.10 ➢ Satisfaction with the Overall Quality of Service Provided by MSD. Satisfaction with the overall quality of service provided by MSD is currently 7.80 (-.10). • 1st Quarter 2013 Mean Satisfaction Rating was 7.90 ➢ Satisfaction with the Overall Quality of Service Provided by BILLING. Satisfaction with the overall quality of service provided by Billing is currently 8.00 (-.10). • 1st Quarter 2013 Mean Satisfaction Rating was 8.10 ➢ Satisfaction with the Overall Quality of Service Provided by FIELD SERVICE. Satisfaction with the overall quality of service provided by Field service is currently 7.60 (-.10). • 1st Quarter 2013 Mean Satisfaction Rating was 7.70 ii MSD Post Contact Report 2nd Quarter 2013 Section 1: Charts and Graphs ETC Institute (2013) 1 MSD Post Contact Report 2nd Quarter 2013 P I Number of Post Contact Surveys Conducted by Type I. I. I. 250 200 150 II 100 III 50 r r Total = 453 228 225 Number of Surveys • Field Service 0 Billing Source: ETC Institute (Post -Contact Survey - 2nd Quarter 2013) 11 I Q 1: What Was the Primary Reason You Had Contact 250 200 F 150 100 50 0 p with an MSD Employee During the Past 60 Days? -4 Number of Surveys •Field Service 0 Billing Source: ETC Institute (Post -Contact Survey - 2nd Quarter 2013) ETC Institute (2013) 2 MSD Post Contact Report 2nd Quarter 2013 Q2: Customers' Experience with Employees by Phone By Type of Contact 2nd Quarter 2013 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 90% 84% I92° 93 5 91% l 94 90% —19 1 194 9 94 L79 % 89% 82% 76% 0% Source: ETC Institute (Post -Contact Survey - 2nd Quarter 2013) 25% 50% 75% I Field Service 0 Billing 100% 1 Q2: Customers' Expe Employe 3rd Qtr 2012 tl mean percentage of "yes" respo 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 rience with Field Service es by Phone trough 2nd Qtr 2013 ases for respondents who called MSD i IIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIII 93% 90% 90°° 9: IIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIII 9� 94'° E 2°. 5° IIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIII 9.% r - •7% 93°. IIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIII 92% 94° 9•% IIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIII •4°. 9 / A 9: IIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIII 94'° 9 % A 94°. IIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIII ° iiL? 79°° 9, 6I888I8888888I88I88999I99I9999888I8888888I8888n99I99991 :: 0 80', 0% 20% 40% 60% 03rd Qtr 2012 04th Qtr 2012 01st Qtr 2013 •2nd Qtr 2013 I Source: ETC Institute (Post -Contact Survey - 1nd Quarter 2013) 80% 100% Trend Data ETC Institute (2013) 3 MSD Post Contact Report 2nd Quarter 2013 Q2: Customers' Experience with Billing Employees by Phone 3rd Qtr 2012 through 2nd Qtr 2013 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 92% 93% I84iao% I 97% 199% I 92% I 93% I 93% I 91% I 90% I91% I 94% I 92% 191% I 90% 194% 195 % 94% 94% 95 4 95% 93% 94% I 90% I 87% I 83% I 82% 189% I 86% 82% 7p 0% 20% 40% 60% 80% 100% O3rd Qtr 2012 O4th Qtr 2012 O 1st Qtr 2013 O2nd Qtr 2013 Source: ETC Institute (Post -Contact Survey - 2nd Quarter 2013) Trend Data Q4: Customers' Experience with MSD Employee(s) Who Made a Service Call to Home/Neighborhood 3rd Qtr 2012 through 2nd Qtr 2013 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 L 1s 1959 I 96 119 I ��������������������������������������������������\\�������������������������������������������������������������79 196 I I I 93% 191% 195, 1945 959 186% I 80% 187% I 90% -5% 88% I 89% 0% 20% 40% 60% 13rd Qtr 2012 O4th Qtr 2012 O 1st Qtr 2013 02nd Qtr 2013 80% 8% 98% 100% 99% 99% 100% 99% 9% 8% 8% 8% 100% Source: ETC Institute (Post -Contact Survey - 2nd Quarter 2013) ETC Institute (2013) 4 MSD Post Contact Report 2nd Quarter 2013 h Q8a: Satisfaction with the Overall Quality of Service 10.00 9.00 8.00 7.00 6.00 5.00 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" 1 2nd Qtr 2012 3rd Qtr 2012 4th Qtr 2012 Source: ETC Institute (Post -Contact Survey - 2nd Quarter 2013) 1st Qtr 2013 2nd Qtr 2013 Trend Data Q8a: Satisfaction with the Overall Quality of Service 10.00 III 9.00 PP 8.00 7.00 6.00 5.00 r► (JVIucu �Vc► LI le Phone by Bill mean rating based on a 10-point scale where 1="not satisfied at all" and 10="completely satisfied" 8.50 2nd Qtr 2012 through 2nd Qtr 2013 8.70 8.50 8.20 8.30 2nd Qtr 2012 3rd Qtr 2012 4th Qtr 2012 1st Qtr 2013 Source: ETC Institute (Post -Contact Survey - 2nd Quarter 2013) 2nd Qtr 2013 Trend Data ETC Institute (2013) 5 MSD Post Contact Report 2nd Quarter 2013 I • Q8c: Satisfaction with the Overall Quality of Service 10.00 9.00 I 8.00 7.00 6.00 5.00 Provided by MSD: FIELD ONLY mean rating based on a 10-point scale where 1="not satisfied at all" and 10="completely satisfied" 8.20 i 2nd Qtr 2012 through 2nd Qtr 2013 8.20 8.00 7.70 7.60 2nd Qtr 2012 3rd Qtr 2012 4th Qtr 2012 Source: ETC Institute (Post -Contact Survey - 2nd Quarter 2013) 1st Qtr 2013 2nd Qtr 2013 Trend Data Q8c: Satisfaction with the Overall Quality of Service I 9.00 8.00 7.00 6.00 1111 5.00 Provided by MSD: BILLING ONLY mean rating based on a 10-point scale where 1="not satisfied at all" and 10="completely satisfied" I 2nd Qtr 2012 3rd Qtr 2012 4th Qtr 2012 t Source: ETC Institute (Post -Contact Survey - 2nd Quarter 2013) 1st Qtr 2013 2nd Qtr 2013 Trend Data ETC Institute (2013) 6 MSD Post Contact Report 2nd Quarter 2013 r Q8c: Satisfaction with the Overall Quality of Service 9.00 7.00 1111 5.00 Provided by MSD: ALL RESPONDENTS mean rating based on a 10-point scale where 1="not satisfied at all" and 10="completely satisfied" 2nd Qtr 2012 3rd Qtr 2012 4th Qtr 2012 Source: ETC Institute (Post -Contact Survey - 2nd Quarter 2013) 1st Qtr 2013 2nd Qtr 2013 1 el el so Trend Data Q9: Do You Own or Rent Your Current Residence? by percentage of respondents 2nd Quarter 2013 Own 94% Rent 6% t Source: ETC Institute (Post -Contact Survey - 2nd Quarter 2013) ETC Institute (2013) 7 MSD Post Contact Report 2nd Quarter 2013 Q10: Which of the Following Best Describes Your Home? by percentage of respondents 2nd Quarter 2013 Single family 90% Other 1% Apt/Condo 4% Duple -Triplex Source: ETC Institute (Post -Contact Survey - 2nd Quarter 2013) 5% r Mo — — IP r r Q11: How Many Years Old is Your Home? ,vy percentage or respondents 2nd Quarter 2013 11-20 years 5% 5-10 years 3% I ncc than A i Source: ETC Institute (Post -Contact Survey - 2nd Quarter 2013) 1% ETC Institute (2013) 8 MSD Post Contact Report 2nd Quarter 2013 Q12: How Many Years Have You Lived in Your Current Home? by percentage of respondents 2nd Quarter 2013 More than 20 yrs 47% Less than 5 18% 11-20 yrs 17% 5-10 yrs 18% Source: ETC Institute (Post -Contact Survey - 2nd Quarter 2013) ETC Institute (2013) 9 MSD Post Contact Report 2nd Quarter 2013 Section 2: GIS Maps ETC Institute (2013) 10 MSD Post Contact Report 2nd Quarter 2013 Location of Respondents MSD Post Contact Survey 2nd Quarter Results (2013) ETC Institute (2013) 11 MSD Post Contact Report 2nd Quarter 2013 Q8a: Satisfaction with the Overall Quality of Service Provided over the Phone by Billing 2nd Quarter ZIP Levee Districts LEGEND Stormwater OMCI River St Louis Bndry : District Boundary LEVEL OF SATISFACTION 0.00 to 2.00 2.00 to 4.00 6.00 to 8.00 • 8.00 to 10.00 4.00 to 6.00 Other ETC Institute (2013) 12 MSD Post Contact Report 2nd Quarter 2013 Q8a: Satisfaction with the Overall Quality of Service Provided over the Phone by Maximo 2nd Quarter ZIP Levee Districts LEGEND Stormwater OMCI River St Louis Bndry : District Boundary LEVEL OF SATISFACTION 0.00 to 2.00 2.00 to 4.00 4.00 to 6.00 6.00 to 8.00 • 8.00 to 10.00 x Other ETC Institute (2013) 13 MSD Post Contact Report 2nd Quarter 2013 Q8c: Satisfaction with the Overall Quality of Service Provided by MSD: BILLING ONLY M 0111/11PraPAIP- 11111fr AINIIPla *riot; cialW •I)glictri 414111 00 0 { 0 ,41 • \« 340 C • i J -TT l 0 30 w ©2013 CALIPER; ©201 VTEQ C - 9 • ' I •r. 1 W • 0 0 55 t% ©Ink 2nd Quarter C' } ZIP Levee Districts LEGEND Stormwater OMCI River St Louis Bndry : District Boundary LEVEL OF SATISFACTION 0.00 to 2.00 2.00 to 4.00 6.00 to 8.00 • 8.00 to 10.00 4.00 to 6.00 Other ETC Institute (2013) 14 MSD Post Contact Report 2nd Quarter 2013 Q8c: Satisfaction with the Overall Quality of Service Provided by MSD: MAXIMO ONLY 2nd Quarter ZIP Levee Districts LEGEND Stormwater OMCI River St Louis Bndry : District Boundary LEVEL OF SATISFACTION 0.00 to 2.00 2.00 to 4.00 4.00 to 6.00 6.00 to 8.00 • 8.00 to 10.00 x Other ETC Institute (2013) 15 MSD Post Contact Report 2nd Quarter 2013 Section 3: Tabular Data ETC Institute (2013) 16 MSD Post Contact Report 2nd Quarter 2013 WEIGHTED DATA GROUPED PROBLEM CODE Grouped problem Code Number Percent 1=Cave In 59 13.0 % 2=Water Backup 56 12.4 % 3=Storm water 57 12.6 % 4=Other 56 12.4 % B=Billing 225 49.7 % Total 453 100.0 % Survey month Number Percent April= 157 34.7 % May= 142 31.3 % June= 154 34.0 % Total 453 100.0 % Survey type Number Percent B=Billing 225 49.7 % F=Field service 228 50.3 % Total 453 100.0 % 01. 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 226 49.9 % 2—Maintenance problem 227 50.1 % Total 453 100.0 % 02. Did you call MSD for any reason in the past 60 days? Q2 Did you call MSD past 60 days Number Percent 1=Yes 453 100.0 % Total 453 100.0 % ETC Institute (2013) 17 MSD Post Contact Report 2nd Quarter 2013 WEIGHTED DATA Q2. Based on your experience with the employees you spoke with by phone, please answer the following questions. (N=453) OVERALL Yes No 1 2 Q2a Easy to determine phone # to call 87.0% 13.0% Q2b MSD Customer Service Ctr open 92.4% 7.6% Q2c Time waited to speak was acceptable 94.0% 6.0% Q2d Employee was tech competent 92.1% 7.9% Q2e Employee was courteous 94.9% 5.1% Q2f Employee treated you with respect 94.9% 5.1% Q2g What was needed to address concern 80.4% 19.6% Q2h Employee resolved question/concern 82.4% 17.6% If NO to Q2h ask Q2" and Q2 Q2j Any followup regarding issue status 7.6% 92.4% ETC Institute (2013) 18 MSD Post Contact Report 2nd Quarter 2013 WEIGHTED DATA Q2i. Why not? f B=Billing] Survey type Problem Description Contact Person Q2i Why not? B BIILLING INQUIRY B BILING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY SHERLENE ALI SHERLENE ALI ANDREA TINDAL BRYAN HERRON CAROLL ROGERS CAROLL ROGERS CAROLL ROGERS CARROLL ROGERS EMILY LOPEZ EMILY LOPEZ ONLY SAID THEY DID NOT GET THE BILL COULD NOT HELP THEY DID NOT HELP OR SOLVE ISSUE THEY DID NOT CALL ME BACK TO SOLVE MY PROBLEM BILLING PROBLEM AT EMPTY PROPERTY IS ON GOING HE FELT LIKE THEY DID NOT SOLVE HIS PROBLEM MSD DID NOT LOOK FOR THE BILLING PROBLEM NO ONE HAS TALKED TO ME ABOUT MY BASEMENT FLOODING 4 TO 5 WEEKS TO RESOLVE MY PROBLEM DOUBLE BILLING AT 3416 ST HENRY & NO BILL SENT I HAD TO HIRE A LAWYER DID NOT FIX THE PROBLEM ETC Institute (2013) 19 MSD Post Contact Report 2nd Quarter 2013 WEIGHTED DATA Q2i. Why not? f B=Billing] Survey type Problem Description Contact Person Q2i Why not? B BILLING INQUIRY FELICA YANCEY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY JACQUELINE GOSSETT JACQUELINE GOSSETT JAIME DIXSON JAIME DIXSON JAIME DIXSON JAIMI DIXSON JEANETTE STREATER JEANETTE STREATER JEANETTE STREATER COULD NOT FIND THE CHECK AND ACCUSED HER OF LYING DON'T KNOW IF IT'S RESOLVED YET LACK OF COMMUNICATION BETWEEN MSD & COLLECTORS REFUND WE WERE SUPPOSE TO RECEIVE TOOK LONG TIME SENT MY BILL TO COLLECTION WITHOUT NOTIFYING ME THEY DIDN'T KNOW WHAT TO DO HAD TO DEAL WITH AUDIT GOT TIRED OF MESSING W/ACCOUNT & JUST PAID IT MSD DID NOT TELL ME HOW LONG ISSUE WOULD BE SOLVED MY TENANTS SHOULD BE RESPONSIBLE FOR WATER BILL ETC Institute (2013) 20 MSD Post Contact Report 2nd Quarter 2013 WEIGHTED DATA Q2i. Why not? f B=Billing] Survey type Problem Description Contact Person Q2i Why not? BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY JEANETTE STREATER WOULD HAVE SUPERVISOR CALL MATT HERGERT DON'T KNOW HOW TO SOLVE THE PROBLEM MEAGHAN BELL WILL NOT LET ME COME IN TO RESOLVE PROBLEM RUDE NICCOLA LEE ONE EMPLOYEE ALMOST HAD IT FIXED MESSED UP AGAIN NICCOLA LEE SAID IT WOULD BE 3 MONTHS TO RECEIVE WATER BILLING NICCOLA LEE WOULDN'T HELP BECAUSE I DIDN'T KNOW ACCOUNT NUMBER ORLANDOS HUMPHRE WANTS TO KNOW WHY BILL IS HIGHER/ ANSWER NOT CLEAR ORLANDOS DIDN'T TELL ME HOW HUMPHREY TO GET HELP PORTMAN EUGENE SHE DIDN'T UNDERSTAND THE ISSUE SHEILA BOWERS DON'T WANT TO RESOLVE MY BILLING PROBLEM SHEILA BOWERS NEVER CALLED BACK ETC Institute (2013) 21 MSD Post Contact Report 2nd Quarter 2013 WEIGHTED DATA Q2i. Why not? f B=Billing] Survey type Problem Description Contact Person Q2i Why not? B BILLING INQUIRY B B B B B B B B B B BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY CALL TO CUSTOMER CALL TO CUSTOMER CALL TO CUSTOMER CHANGE CUSTOMER/ ACCT INFO CHANGE CUSTOMER/ ACCT INFO CHANGE CUSTOMER/ ACCT INFO CHANGE CUSTOMER/ ACCT INFO SHELLEY WALKER SHELLEY WALKER SHELLEY WALKER SHERLENE ALI CYNATHIA WOMACK DEA DELUGOS EMILY NOLAND CAROLL ROGERS CYNTHIA WOMACK JACQUELINE GOSSETT JEANETTE STREATER MONEY WAS OWED Z7 THEY GARNISHED MY WAGES WAS TO GET CREDIT 2K INSTEAD CREDIT FOR $1,400 WOULDN'T REVIEW USAGE CLERK COULDN'T EXPLAIN WHY I GOT A PAST DUE BILL DID NOT KNOW WHO TO BLAME NO IDEA ABOUT THE BILL NO ONE LIVES THERE MY BILL GOT MIXED UP W/NEIGHBORS BILL THEY SAID IT WOULD BE RECEIVED THEN NEVER CALLED DON'T KNOW HOW LONG IT WOULD TAKE THAT THEY WOULD NOT DO ANYTHING ABOUT IT I WANTED TO BUNDLE SOME SERVICES DIDN'T UNDERSTAND ETC Institute (2013) 22 MSD Post Contact Report 2nd Quarter 2013 WEIGHTED DATA Q2i. Why not? f B=Billing] Survey type Problem Description Contact Person Q2i Why not? B CHANGE CUSTOMER/ B B B B B B B B B ACCT INFO CHANGE CUSTOMER/ ACCT INFO CHANGE CUSTOMER/ ACCT INFO CHANGE CUSTOMER/ ACCT INFO CREDIT BALANCE REFUND REQ CREDIT BALANCE REFUND REQ CREDIT BALANCE REFUND REQ CREDIT BALANCE REFUND REQ CUSTOMER CALLED CUSTOMER CALLED SHEILA BOWERS SHEILA BOWERS SHEILA BOWERS SHERLEN ALI TORI HANCOCK VERNON MARTIN VERNON MARTIN VERNON MARTIN KAREN MCDOWELL RISHA COLLINS COULDN'T GET THE RIGHT PERSON HELP ME ON MY BILL NEVER GOT THROUGH TO NOBODY WE HAD TO GO TO THE DEPARTMENT THINK I GOT DOUBLE BILLED WAITING TO HEAR FROM MSD NEEDED TO TALK TO SUPERVISOR REGARDING REFUND DID NOT SPEAK TO EMPLOYEE MSD JUST SENT MAIL MSD SENT A CHECK TO A HOUSE CUSTOMER OWNED 3 YEARS THEY WERE NOT ABLE TO SOLVE MY PROBLEM EMPLOYEE SEEMED LIKE SHE COULD GIVE ME ANSWERS NEVER HEARD FROM THEM TO ANSWER MY QUESTION ETC Institute (2013) 23 MSD Post Contact Report 2nd Quarter 2013 WEIGHTED DATA Q2i. Why not? f B=Billing] Survey type Problem Description Contact Person Q2i Why not? B EFT INQUIRY/ REQUEST SHERRY BELL DID EVERYTHING SHE NEEDED TO GET BILL WITHDRAWN ETC Institute (2013) 24 MSD Post Contact Report 2nd Quarter 2013 WEIGHTED DATA Q2i. Why not? FF=Field Service] Work Grouped Order Service problem Survey type Number Area Code Crew Member #1 Department Responsible Q2i Why not? F 4 CONSTRUCTION DIDN'T WANT TO FIGURE OUT HIS PROBLEM F 2 MAINTENANCE THE GUY WAS RUDE & SAID NO ONE WAS WORKING F 2144077 MI 1 DONNAN CONSTRUCTION SITUATION STILL HASN'T BEEN ADDRESSED F 2159111 GR 2 BIXLER MAINTENANCE WAITED 3-4 HOURS NOBODY SHOWED UP F 2161833 GR 1 TAORMINA CONSTRUCTION/ CUSTOMER SAYS MAINTENANCE YOU DID NOT RESOLVE THE PROBLEM YET F 2166084 MI 3 LUCAS MAINTENANCE THEY SAID THEY WOULD TAKE CARE OF IT NOTHING DONE F 2166306 MI 2 CLARK MAINTENANCE SAID SOMEONE WOULD COME OUT F 2166890 MI 2 FRANKS MAINTENANCE HAVEN'T CALLED THE CUSTOMER BACK F 2167460 MI 3 JOHNSON MAINTENANCE AGENT SAID THERE WAS NO CLAIM F 2185463 GR 1 JOURDAIN CONSTRUCTION/ THREATING HOLE IN MAINTENANCE SUB -DIVISION MSD RESPONSIBLE F 2187871 MI 1 GARDNER CONSTRUCTION/ HAD TO CALL 2 TIMES MAINTENANCE TO GET PHONE SERVICE COMPLETE ETC Institute (2013) 25 MSD Post Contact Report 2nd Quarter 2013 WEIGHTED DATA Q2i. Why not? f F=Field Service] Work Order Service Survey type Number Area Grouped problem Code Crew Member #1 Department Responsible Q2i Why not? F 2188230 GR F 2194590 MI F 2197809 MI 3 2 2 GASSNER MULLEN FORTSON JR MAINTENANCE MAINTENANCE MAINTENANCE HAVEN'T FIXED IT SEEMED LIKE IT TOOK FOREVER GOT HERE TOO LATE 1PERSON TOLD ME 1 THING ANOTHER TOLD ME DIFFERENT ETC Institute (2013) 26 MSD Post Contact Report 2nd Quarter 2013 WEIGHTED DATA Q2. Based on your experience with the employees you spoke with by phone, please answer the following questions. [Billing only] (N=225) BILLING ONLY Yes No 1 2 Q2a Easy to determine phone # to call 84.0% 16.0% Q2b MSD Customer Service Ctr open 92.9% 7.1% Q2c Time waited to speak was acceptable 90.9% 9.1% Q2d Employee was tech competent 90.0% 10.0% Q2e Employee was courteous 93.7% 6.3% Q2f Employee treated you with respect 94.2% 5.8% Q2g What was needed to address concern 81.9% 18.1% Q2h Employee resolved question/concern 76.1% 23.9% If NO to Q2h ask Q2" and Q2 Q2j Any followup regarding issue status 1.9% 98.1% ETC Institute (2013) 27 MSD Post Contact Report 2nd Quarter 2013 WEIGHTED DATA Q2. Based on your experience with the employees you spoke with by phone, please answer the following questions. [Field service only] (N=228) FIELD SERVICE ONLY Yes No 1 2 Q2a Easy to determine phone # to call 89.8% 10.2% Q2b MSD Customer Service Ctr open 92.0% 8.0% Q2c Time waited to speak was acceptable 96.8% 3.2% Q2d Employee was tech competent 94.2% 5.8% Q2e Employee was courteous 96.0% 4.0% Q2f Employee treated you with respect 95.6% 4.4% Q2g What was needed to address concern 78.9% 21.1% Q2h Employee resolved question/concern 88.5% 11.5% If NO to Q2h ask Q2" and Q2 Q2j Any followup regarding issue status 19.2% 80.8% ETC Institute (2013) 28 MSD Post Contact Report 2nd Quarter 2013 WEIGHTED DATA 02. Based on your experience with the employees you spoke with by phone, please answer the following questions. [Cave in only] (N=59) CAVE IN ONLY Yes No 1 2 Q2a Easy to determine phone # to call 86.2% 13.8% Q2b MSD Customer Service Ctr open 86.2% 13.8% Q2c Time waited to speak was acceptable 94.6% 5.4% Q2d Employee was tech competent 89.7% 10.3% Q2e Employee was courteous 94.8% 5.2% Q2f Employee treated you with respect 94.8% 5.2% Q2g What was needed to address concern 69.0% 31.0% Q2h Employee resolved question/concern 81.0% 19.0% If NO to Q2h ask Q2" and Q2 Q2j Any followup regarding issue status 9.1% 90.9% ETC Institute (2013) 29 MSD Post Contact Report 2nd Quarter 2013 WEIGHTED DATA 02. Based on your experience with the employees you spoke with by phone, please answer the following questions. [Water backup only] (N=56) WATER BACKUP ONLY Yes No 1 2 Q2a Easy to determine phone # to call 89.1% 10.9% Q2b MSD Customer Service Ctr open 87.0% 13.0% Q2c Time waited to speak was acceptable 98.1% 1.9% Q2d Employee was tech competent 96.3% 3.7% Q2e Employee was courteous 100.0% 0.0% Q2f Employee treated you with respect 98.1% 1.9% Q2g What was needed to address concern 88.7% 11.3% Q2h Employee resolved question/concern 94.5% 5.5% If NO to Q2h ask Q2" and Q2 Q2j Any followup regarding issue status 0.0% 100.0% ETC Institute (2013) 30 MSD Post Contact Report 2nd Quarter 2013 WEIGHTED DATA 02. Based on your experience with the employees you spoke with by phone, please answer the following questions. [Stormwater problem codes for Field service] (N=57) STORMWATER Yes No 1 2 Q2a Easy to determine phone # to call 89.5% 10.5% Q2b MSD Customer Service Ctr open 94.7% 5.3% Q2c Time waited to speak was acceptable 94.6% 5.4% Q2d Employee was tech competent 94.5% 5.5% Q2e Employee was courteous 93.0% 7.0% Q2f Employee treated you with respect 93.0% 7.0% Q2g What was needed to address concern 76.8% 23.2% Q2h Employee resolved question/concern 89.5% 10.5% If NO to Q2h ask Q2" and Q2 Q2j Any followup regarding issue status 66.7% 33.3% ETC Institute (2013) 31 MSD Post Contact Report 2nd Quarter 2013 WEIGHTED DATA 02. Based on your experience with the employees you spoke with by phone, please answer the following questions. [Other problem codes for Field service] (N=56) OTHER Yes No 1 2 Q2a Easy to determine phone # to call 94.6% 5.4% Q2b MSD Customer Service Ctr open 100.0% 0.0% Q2c Time waited to speak was acceptable 100.0% 0.0% Q2d Employee was tech competent 96.4% 3.6% Q2e Employee was courteous 96.4% 3.6% Q2f Employee treated you with respect 96.4% 3.6% Q2g What was needed to address concern 82.1% 17.9% Q2h Employee resolved question/concern 89.3% 10.7% If NO to Q2h ask Q2" and Q2 Q2j Any followup regarding issue status 0.0% 100.0% ETC Institute (2013) 32 MSD Post Contact Report 2nd Quarter 2013 WEIGHTED DATA 03. Did MSD employees make a service call to your home or neighborhood in the past 60 days? N=453 Survey type Total Field service Billing F B Total 50.3% 49.7% 100.0% Q3 Service call in last 60 days 1=Yes 82.9% 5.3% 44.4% 2=No 17.1% 94.7% 55.6% Q3a. Did the MSD employees complete the service? Q3a MSD employees completed service Number Percent 1=Yes 119 59.2 % 2=No 43 21.4 % 3=Not sure 39 19.4 % Total 201 100.0 % ETC Institute (2013) 33 MSD Post Contact Report 2nd Quarter 2013 WEIGHTED DATA Q4. Based on your experience with the employees who visited your home or neighborhood, please answer the following questions. [OVERALL FIELD SERVICE] (N=201) OVERALL FIELD SERVICE Yes No 1 2 Q4a Did MSD employee arrive on time 98.2% 1.8% Q4b MSD employee appearance professional 100.0% 0.0% Q4c Employee technically competent 98.0% 2.0% Q4d Was MSD employee courteous 97.9% 2.1% Q4e Repairs/service improvement timely 93.7% 6.3% Q4f What was needed to address concern 86.9% 13.1% Q4g Employee resolved issue or concern 88.8% 11.2% if NO to Q4 • ask Q4i and Q4h q4i Any followup regarding issue status 33.3% 66.7% ETC Institute (2013) 34 MSD Post Contact Report 2nd Quarter 2013 WEIGHTED DATA Q4h. Why not? [B=Billingl Survey Resoluti- type Problem Description on Code Q4h If not why B BILLING INQUIRY THEY JUST OBSERVED ETC Institute (2013) 35 MSD Post Contact Report 2nd Quarter 2013 WEIGHTED DATA Q4h. Why not? fF=Field Service] Work Order Survey type Number F Grouped Service problem Area Code 1 2 3 2157233 MI 3 2165941 MI 2 2166072 MI 2 2189952 MI 1 2194068 GR 3 2194590 MI 2 2197191 MI 3 2204600 MI 2 2215477 MI 4 2221267 2 2819132 GR 3 Crew Member #1 MOELLER FORTSON JR JAMES GRANBERRY ROWLAND MULLEN MORLLER BAILEY FRANKS VOLLMER ROWLAND Depaitinent Responsible CONSTRUCTION - MAINTENANCE MAINTENANCE MAINTENANCE - ENGINEERING MAINTENANCE MAINTENANCE MAINTENANCE CONSTRUCTION/ MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE Q4h If not why CAVED IN AGAIN THEY SAID IT WASN'T MSD'S ISSUE SAID MSD DID NOT HAVE FUNDS TO DO ANYTHING NEVER GOT WITH ME TO SAY WHO'S PROBLEM IT IS STILL WORKING ON IT WAITING FOR THE ADJUSTER STILL SAID IT'S NOT MSD'S FAULT MSD SAID NOT RESPONSIBLE/ CUSTOMER DISAGREES CAME TOO LATE NEED A NEW SEWER SYSTEM WAITING TO HEAR BACK STILL A HUGE DANGEROUS HOLE IN YARD NEEDS FIXED THEY DIDN'T TELL ME ANYTHING THEN WORKING ON IT ETC Institute (2013) 36 MSD Post Contact Report 2nd Quarter 2013 WEIGHTED DATA Q4. Based on your experience with the employees who visited your home or neighborhood, please answer the following questions. [CAVE-INS ONLY] (N=53) CAVE IN 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 95.7% 4.3% Q4f What was needed to address concern 90.0% 10.0% Q4g Employee resolved issue or concern 83.3% 16.7% if NO to Q4 • ask Q4i and Q4h q4i Any followup regarding issue status 0.0% 100.0% ETC Institute (2013) 37 MSD Post Contact Report 2nd Quarter 2013 WEIGHTED DATA 04. Based on your experience with the employees who visited your home or neighborhood, please answer the following questions. [WATER BACKUP ONLY] (N=47) 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 96.8% 3.2% Q4f What was needed to address concern 93.1% 6.9% Q4g Employee resolved issue or concern 96.9% 3.1% if NO to Q4 • ask Q4i and Q4h q4i Any followup regarding issue status 100.0% 0.0% ETC Institute (2013) 38 MSD Post Contact Report 2nd Quarter 2013 WEIGHTED DATA 04. Based on your experience with the employees who visited your home or neighborhood, please answer the following questions. f STORMWATER1 (N=47) STORMWATER 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 90.3% 9.7% Q4f What was needed to address concern 73.1% 26.9% Q4g Employee resolved issue or concern 84.8% 15.2% if NO to Q4 • ask Q4i and Q4h q4i Any followup regarding issue status 50.0% 50.0% ETC Institute (2013) 39 MSD Post Contact Report 2nd Quarter 2013 WEIGHTED DATA 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=42) OTHER 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 90.9% 9.1% Q4d Was MSD employee courteous 90.9% 9.1% Q4e Repairs/service improvement timely 90.9% 9.1% Q4f What was needed to address concern 100.0% 0.0% Q4g Employee resolved issue or concern 91.7% 8.3% if NO to Q4 • ask Q4i and Q4h q4i Any followup regarding issue status 0.0% 100.0% ETC Institute (2013) 40 MSD Post Contact Report 2nd Quarter 2013 WEIGHTED DATA Q5. Did MSD or any of its employees do anything you really LIKED? [B=Billing] Survey type Problem Description Contact Person Q5 Really LIKED B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B B B B B B B B B B B B B B B B B B B BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY EMILY LOPEZ CARROLL ROGERS SHERLENE ALI ORLANDOS HUMPHREY NICCOLA LEE EMILY LOPEZ ANDREA TINDAL JACQUELINE GOSSETT CAROLL ROGERS JAIME DIXSON SHELLEY WALKER JEANETTE STREATER SHEENA ADAMS CAROLL ROGERS CAROLL ROGERS SHEILA BOWERS JAIME DIXSON EMILY LOPEZ JACQUELINE GOSSETT SHEILA BOWERS SHERLENE ALI BRYAN HERRON ABSOLUETLY NOT/WOULD NOT COME OUT ANSWERED THE PHONE CONCERN WAS TAKEN CARE OF COURTEOUS COURTEOUS DID A GOOD JOB DID THEIR JOB EVERYTHING IS FINE EVERYTHING WAS FINE EXCELLENT SERVICE VERY FRIENDLY FINE FIXED THE PROBLEM EASILY GOOD CUSTOMER SERVICE GOT THE PROBLEM FIXED QUICKLY GOT TO THE PROBLEM EARLIER THAN EXPECTED HAD ARTICLE IN JOURNAL MSD CAN HELP W/ FLOODING BASEMENT HELPED WORK OUT A PLAN HELPFUL PEOPLE INFORMATIVE JUST DID THEIR JOB JUST DID THEIR JOB JUST HELPED ME ETC Institute (2013) 41 MSD Post Contact Report 2nd Quarter 2013 WEIGHTED DATA Q5. Did MSD or any of its employees do anything you really LIKED? [B=Billing] Survey type Problem Description Contact Person Q5 Really LIKED B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY SHERLENE ALI JEANETTE STREATER MEAGHAN BELL SHEILA BOWERS ORLANDOS HUMPHRE CAROLL ROGERS MATT HERGERT MEAGHAN BELL JAIME DIXSON NICCOLA LEE NICCOLA LEE SHERLENE ALI MEAGHAN BELL JEANETTE STREATER DAWN SEYMOUR JAIME DIXSON JAIME DIXSON JAIME DIXSON LET ME PAY HALF OF THE BILL RENTAL PERSON PAID OTHER LISTENED LISTENED WAIVED LATE FEE NO JUST DID THEIR JOB NO JUST HAD A QUESTION NO JUST TOLD ME WHO I NEEDED TO CALL NO PROBLEMS NOTHING I LIKED POLITE AND GAVE GOOD EXPLANATION RESOLVED PROBLEM WITH WATER BILL RESPECTFUL AND COURTEOUS THEY DID A GREAT JOB/ FOLLOWED UP WITH ME THEY FOLLOWED -UP LIKE THEY SAID THEY WOULD THEY GOT THE WORK DONE IN A TIMELY MANNER THEY HELPED SOLVE MY PROBLEM THEY RESPOND IN A REASONABLE TIME THEY WERE COURTEOUS THEY WERE COURTEOUS ETC Institute (2013) 42 MSD Post Contact Report 2nd Quarter 2013 WEIGHTED DATA Q5. Did MSD or any of its employees do anything you really LIKED? [B=Billing] Survey type Problem Description Contact Person Q5 Really LIKED B B B B B B B B B B B B B B B B B B B B B B B B BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY CALL TO CUSTOMER CALL TO CUSTOMER SHEILA BOWERS DORA POULLOS JEANETTE STREATER NICCOLA LEE NICCOLA LEE NICCOLA LEE SHEILA BOWERS NICCOLA LEE SHERLENE ALI SHEILA BOWERS NICCOLA LEE JAIME DIXSON SHEILA BOWERS SHERLENE ALI SHERLENE ALI CAROLL ROGERS SHELLEY WALKER NICCOLA LEE SHEILA BOWERS SHEILA BOWERS EMILY LOPEZ SHEENA ADAMS EMILY NOLAND CAROLL ROGERS THEY WERE COURTEOUS TOOK CARE OF HER QUESTIONS VERY COURTEOUS VERY COURTEOUS VERY COURTEOUS VERY COURTEOUS VERY COURTEOUS AND HELPFUL VERY FRIENDLY AND KNOWLEDGEABLE VERY HELPFUL VERY HELPFUL VERY KNOWLEDGEABLE VERY NICE VERY NICE VERY POLITE VERY PROFESSIONAL VERY RESPECTFUL AND PATIENT VERY RESPONSIVE WAS POLITE WAS PROMPT WORKED HARD AND NICE TO ME WORKED OUT VERY WELL YES SHE WAS NICE THEY ARE NICE AND FINE THEY TOOK CARE OF IT ETC Institute (2013) 43 MSD Post Contact Report 2nd Quarter 2013 WEIGHTED DATA Q5. Did MSD or any of its employees do anything you really LIKED? [B=Billing] Survey type Problem Description Contact Person Q5 Really LIKED B CHANGE CUSTOMER/ACCT INFO B CHANGE CUSTOMER/ACCT INFO B CHANGE CUSTOMER/ACCT INFO B CHANGE CUSTOMER/ACCT INFO B CHANGE CUSTOMER/ACCT INFO B CHANGE CUSTOMER/ACCT INFO B CHANGE CUSTOMER/ACCT INFO B CHANGE CUSTOMER/ACCT INFO B CHANGE CUSTOMER/ACCT INFO B CHANGE CUSTOMER/ACCT INFO B CHANGE CUSTOMER/ACCT INFO B CHANGE CUSTOMER/ACCT INFO B CHANGE CUSTOMER/ACCT INFO B CHANGE CUSTOMER/ACCT INFO CAROLL ROGERS ORLANDOS HUMPHREY JAMI MILLER EMILY LOPEZ CHARLOTTE FERGUSON SHELLEY WALKER SHEILA BOWERS SHERLEN ALI EMILY LOPEZ SHELLEY WALKER CAROLL ROGERS JACQUELINE GOSSETT JACQUELINE GOSSETT FELICIA YANCEY ANSWERED ALL QUESTIONS AND WAS SUPER HELPFUL COURTEOUS COURTEOUS NICE AND PROFESSIONAL NO PROBLEM POLITE & EFFICIENT REALLY HELPFUL ON THE PHONE STILL NOT RESOLVED VERY FRIENDLY AND RESPECTFUL VERY HELPFUL & GAVE HIM A FORM FOR THE FUTURE VERY HELPFUL AND UNDERSTANDING VERY NICE VERY NICE AND SEEMED TO CARE WAS CALLED TWICE TO MAKE SURE ISSUE WAS CLEAR TO ME ETC Institute (2013) 44 MSD Post Contact Report 2nd Quarter 2013 WEIGHTED DATA Q5. Did MSD or any of its employees do anything you really LIKED? [B=Billing] Survey type Problem Description Contact Person Q5 Really LIKED B CHANGE CUSTOMER/ACCT INFO B CREDIT BALANCE REFUND REQ B B B B B B B B B B B B CREDIT BALANCE REFUND REQ CREDIT BALANCE REFUND REQ CREDIT BALANCE REFUND REQ CREDIT BALANCE REFUND REQ CUSTOMER CALLED CUSTOMER CALLED CUSTOMER CALLED CUSTOMER CALLED CUSTOMER CALLED EFT INQUIRY REQUEST EFT INQUIRY/REQUEST PROMISED PAYMENT FELICIA YANCEY TORI HANCOCK VERNON MARTIN CHRIS VERPLANCKE TONI HANCOCK TONI HANCOCK EMILY NOLAND GIDGET TAYLOR SHERRY BELL GIDGET TAYLOR TRACI DAVIS SHERRY BELL SHERRY BELL RISHA COLLINS WE EVEN HAD A LAUGH CONTACT IN MARCH WAS TERRIFIC/FRIENDY INFORMATIVE NOTHING OUT OF THE ORDINARY NOTHING OVER THE TOP/ BUT DID MAIL IT THEY SOUNDED COMPETENT VERY NICE/TOOK CARE OF IT COURTEOUS FINE NICE AND UNDERSTANDING THE EMPLOYEE ON THE PHONE ANSWERED ALL MY QUESTIONS VERY NICE VERY HELPFUL AND NICE QUESTIONS SHE HAD WERE ALL ANSWERED/ VERY NICE VERY NICE TO ME ETC Institute (2013) 45 MSD Post Contact Report 2nd Quarter 2013 WEIGHTED DATA 05. Did MSD or any of its employees do anything you really LIKED? FF=Field Service] Grouped Service problem Survey type Area Code Crew Member #1 Department Responsible Q5 Really LIKED F 4 MAINTENANCE 2ND TIME THEY CAME OUT THEY TOOK CARE OF THE EROSION F 4 MAINTENANCE ANSWERED THE PHONE AND CAME OUT F 2 MAINTENANCE BEING PROFESSIONAL AND COURTEOUS F 2 VOLLMER MAINTENANCE CAME RIGHT OUT F 2 MAINTENANCE DID A GREAT JOB F 3 MAINTENANCE DID A PROFESSIONAL JOB F 2 MAINTENANCE DID THE JOB POINTED ME IN THE RIGHT DIRECTION F 1 MAINTENANCE DID THEIR JOB F 4 MAINTENANCE DID THEIR JOB F 3 MAINTENANCE DID THEIR JOB QUICKLY F 4 MAINTENACE DID WHAT THEY SAID THEY WOULD DO F 3 MAINTENANCE ENGINEER WAS GREAT F 2 MAINTENANCE FOUND AN UNMAPPED MANHOLE F 3 MOELLER MAINTENANCE GOT THE SEWERS DRAINED AND CLEARED ETC Institute (2013) 46 MSD Post Contact Report 2nd Quarter 2013 WEIGHTED DATA Q5. Did MSD or any of its employees do anything you really LIKED? IF=Field Service] Service Survey type Area F F F F F F F F F F F F F F F Grouped problem Code Crew Member #1 1 2 2 2 3 2 3 4 2 3 3 2 4 3 2 Depth fluent Responsible MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENACE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE Q5 Really LIKED INFORMATIVE AND COMPETENT INFORMED AND DISCUSSED OPTIONS WITH THE CUSTOMER JUST DID THEIR JOB LEFT DOOR TAG LOOKED INTO COMPLAINT MEET MY SATISFACTION AND QUICKLY DIDTHE JOB MILISSA ALAN TOOK THE TIME TO MEET WITH US NICE AND HELPFUL ON TIME AND POLITE ON TIME/POLITE/ EFFICIENT QUICK RESOLUTION RESPONSIVE SERVICE WAS QUICK SOLVED THE ISSUE AND CLEARED SEWER INLET THEY CAME OUT & LOOKED AT EVERYTHING IS FINE ETC Institute (2013) 47 MSD Post Contact Report 2nd Quarter 2013 WEIGHTED DATA Q5. Did MSD or any of its employees do anything you really LIKED? IF=Field Service] Grouped Service problem Survey type Area Code Crew Member #1 Department Responsible Q5 Really LIKED F 1 MAINTENANCE THEY CAME OUT QUICKLY/REPAIRED THE GRASS TO GROW BACK F 4 MAINTENANCE THEY LEFT A NOTE TO LET US KNOW IT WAS FIXED F 2 MAINTENANCE TOLD ME WHAT I NEEDED TO DO F 3 MAINTENANCE TOOK CARE OF PROBLEM F 3 MAINTENANCE TOOK CARE OF THE PROBLEM F 2 MAINTENANCE UNSTOPPED DRAINAGE F 1 MAINTENANCE VERY HAPPY & SAVED THE ROSE BUSH WENT ABOVE & BEYOND F 2 MAINTENANCE VERY HELPFUL F 3 MAINTENANCE- YOUNG MAN WAS ENGINEERING HELPFUL FIRST CALL PERSON WAS NOT HELPFUL F GR 1 OTTO CONSTRUCTION/ ALWAYS DO A GOOD MAINTENANCE JOB/ALWAYS RESPONSIVE F GR 2 THIEL MAINTENANCE ANSWERED QUESTIONS ETC Institute (2013) 48 MSD Post Contact Report 2nd Quarter 2013 WEIGHTED DATA Q5. Did MSD or any of its employees do anything you really LIKED? IF=Field Service] Grouped Service problem Survey type Area Code F GR 2 F GR 3 F GR 2 F GR 1 F GR 2 F GR 2 F GR 1 F GR 3 F GR 2 F GR 2 F GR 4 F GR 3 F GR 2 F GR 1 F GR 3 F GR 1 Crew Member #1 THIEL ROWLAND WEBB JOURDAIN THIEL WEBB TAORMINA VOLLMER VILCHIS BIXLER VILCHIS ROWLAND VILCHIS ALONZO ALLEN TAORMINA Depth tiiient Responsible MAINTENANCE MAINTENANCE MAINTENANCE CONSTRUCTION MAINTENANCE MAINTENANCE CONSTRUCTION/ MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE CONSTRUCTION/ MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE CONSTRUCTION Q5 Really LIKED ASKED ME IF I NEEDED A CLEANING SERVICE VERY NICE CALLED BACK RIGHT AWAY CAME OUT AND TOLD US WE NEEDED TO CALL A PLUMBER CAME TO FIX PROBLEM SAME DAY CAME TO OUR DOOR LET US KNOW THE JOB WAS DONE COURTEOUS OVER THE PHONE EVERYTHING IS FINE EVERYTHING IS FINE EXPLANATION OF SITUATION FIXED PROBLEM PROMPTLY FRIENDLY GAVE ME A MAP HAD NO PROBLEMS HOMEOWNER WAS NOT AT HOME KNOWLEDGEABLE NOT YET ETC Institute (2013) 49 MSD Post Contact Report 2nd Quarter 2013 WEIGHTED DATA Q5. Did MSD or any of its employees do anything you really LIKED? IF=Field Service] Grouped Service problem Survey type Area Code Crew Member #1 Department Responsible Q5 Really LIKED F GR 3 PIERCE MAINTENANCE OK F GR 4 MULLEN MAINTENANCE ON THE BALL DOUBLED CHECKED THEMSELVES/GREAT JOB F GR 3 ROUSSEAU MAINTENANCE PROMPT F GR 3 MAINTENANCE QUICK LETTER RESPONSE F GR 1 JORDIAN CONSTRUCTION/ QUICK TO MAINTENANCE DETERMINE PROBLEM F GR 2 THIEL MAINTENANCE STILL A PROBLEM F GR 2 THIEL MAINTENANCE THE WAY THE SITUATION WAS HANDLED F GR 2 OVERBERG MAINTENANCE THEY ANSWERED MY QUESTION ABOUT THE STORM DRAIN F GR 1 VOLLMER CONSTRUCTION/ THEY CAME OUT AND MAINTENANCE FOAM TESTED/THEY REPLATED F GR 2 VILCHIS MAINTENANCE THEY CAME OUT QUICKLY I USED THE LATERAL PROGRAM F GR 2 OVERBERG MAINTENANCE THEY GOT IT DONE F GR 2 MURPHY MAINTENANCE THEY GOT THE BLOCKAGE CLEARED UP F GR 2 VILCHIS MAINTENANCE THEY WERE COURTEOUS AND FRIENDLY ETC Institute (2013) 50 MSD Post Contact Report 2nd Quarter 2013 WEIGHTED DATA Q5. Did MSD or any of its employees do anything you really LIKED? IF=Field Service] Service Survey type Area F GR F GR Grouped problem Code 2 3 F MI 1 F MI 1 F MI 2 F MI 2 F MI 2 F MI 2 F MI 4 F MI 2 F MI 2 F MI 1 F MI 2 F MI 2 F MI 2 Crew Member #1 VILCHIS ALLEN GRANBERRY DONNAN DAILY WILLIS JOHNSON FRANKS DAILY DAILY CALVIN DIERING FORTSON PERRY WILLIS Department Responsible MAINTENANCE MAINTENANCE - ENGINEERING CONSTRUCTION/ MAINTENANCE CONSTRUCTION MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE CONSTRUCTION MAINTENANCE MAINTENANCE MAINTENANCE Q5 Really LIKED VERY HELPFUL VERY KNOWLEDGEABLE AND PATIENT ALLOWED FOR QUESTIONS BEING POLITE AND COURTEOUS CAME OUT PROMPTLY AND FIXED THE PROBLEM CAME OUT QUICKLY AND VERY FRIENDLY COURTEOUS GOT THE JOB DONE & WS VERY HELPFUL COURTEOUS WHEN CALLED PROBLEM IN DIDN'T FIX THE PROBLEM/BUT TOLD US WHAT TO DO EVERYTHING IS OK EVERYTHING WAS FINE FIXED THE ISSUE FIXED THE PROBLEM FOUND THE PROBLEM AND FIXED IT QUICKLY FRIENDLY ETC Institute (2013) 51 MSD Post Contact Report 2nd Quarter 2013 WEIGHTED DATA Q5. Did MSD or any of its employees do anything you really LIKED? IF=Field Service] Grouped Service problem Survey type Area Code Crew Member #1 F MI 2 BANKS F MI 3 MOELLER F MI 1 F MI 2 F MI 3 F MI 2 F MI 2 F MI 2 F MI 3 F MI 3 F MI 1 F MI 2 GARDNER JAMES MOELLER MULLEN JOHNSON MOELLER LUCAS FRANKS GRANBERRY FRANKS Department Responsible MAINTENANCE MAINTENANCE CONSTRUCTION/ MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE CONSTRUCTION/ MAINTENANCE MAINTENANCE Q5 Really LIKED GAVE ME INFORMATION I NEEDED GENTLEMAN ON THE PHONE WAS COURTEOUS & RESPECTFUL IMPRESSED WITH HOW QUICKLY THEY RESPONDED INITIAL CUSTOMER SERVICE PERSON WAS GREAT JUST TALKED TO SOMEONE NEVER SAW ANYONE KAN THAT TEST KIND & COURTEOUS KIND AND HELPFUL NO THEY HAVE NOT DONE ANYTHING YET OUT NEXT DAY & CHECKED MORE SEWERS THAN ASKED PERSON ON THE PHONE WAS VERY GOOD RESOLVED THE PROBLEM ETC Institute (2013) 52 MSD Post Contact Report 2nd Quarter 2013 WEIGHTED DATA Q5. Did MSD or any of its employees do anything you really LIKED? IF=Field Service] Grouped Service problem Survey type Area Code F MI 2 F MI 3 F MI 2 F MI 2 F MI 2 F MI 4 F MI 1 F MI 2 F MI 2 F MI 3 F SU 3 F SU 3 F SU 4 F SU 2 F SU 3 F SU 2 Crew Member #1 GARDNER DOMINIC WILLIS WILLIS WILLIS MOORE BAILEY DAILY FRANKS MOELLER VOLLMER LOVE WILLIS HARWELL LOVE HARWELL Department Responsible MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE CONSTRUCTION MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE Q5 Really LIKED SAID THEY WOULD TAKE CARE OF ISSUE SHOWED UP AND TOLD THEM ABOUT FLOODED STREET THEY CHECKED OUT MY CONCERN PROBLEM NOT IN SEWER LINE THEY DID EVERYTHING FINE THEY SHOWED UP TIMELY/GOOD SERVICE TURNED ON VIDEO SCREEN SO I COULD SEE WHAT'S GOING ON VERY COURTEOUS VERY FAST AND POLITE VERY SATISFIED CLEANED UP THE PROBLEM EVERYTHING IS OK EVERYTHING IS OK EVERYTHING WAS GREAT FIXED THE PROBLEM FIXED WATER BACK UP ETC Institute (2013) 53 MSD Post Contact Report 2nd Quarter 2013 WEIGHTED DATA Q5. Did MSD or any of its employees do anything you really LIKED? IF=Field Service] Grouped Service problem Survey type Area Code Crew Member #1 F SU 1 F SU 2 MULLEN F SU 3 F SU 2 F SU 1 F SU 2 F SU 3 F SU 2 F SU 4 F SU 4 F SU 3 F SU 2 ADAMS JOHNSON DAVIS MULLEN LUCAS MULLEN HARWELL JR BAILEY VOLLMER DAVIS Department Responsible CONSTRUCTION/ MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE CONSTRUCTION/ MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE Q5 Really LIKED LOVES LATOYA ADAMS NOTHING EXCEPT THE PERSON ON THE PHONE PROMPT AND NICE SITUATION WAS CORRECTED SOMEONE ANSWERED THE PHONE THEIR KNOWLEDGE HELPED BECAUSE THEY KNEW THE AREA THEY DID GET IT DONE/BUT SHOULD NOT HAVE TO CALL THEY GOT THE WATER TO STOP COMING IN THEY MADE AN HONEST EFFORT TO FIX THE PROBLEM THEY WERE HERE IN AN HOUR/I WAS EXPECTING 2 DAYS TOOK CARE OF THE PROBLEM VERY GOOD JOB ETC Institute (2013) 54 MSD Post Contact Report 2nd Quarter 2013 WEIGHTED DATA 06. Did MSD or any of its employees do anything that you really DID NOT LIKE that you have not already mentioned? fB=Billings Survey type Problem Description Contact Person Q6 DID NOT LIKE B BIILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY SHERLENE ALI SHERLENE ALI SHELLEY WALKER EMILY LOPEZ SHERLENE ALI CAROLL ROGERS JAIME DIXSON CAROLL ROGERS SHERLENE ALI JEANETTE STREATER SHEILA BOWERS JEANETTE STREATER CAROLL ROGERS NICCOLA LEE JAIMI DIXSON CAROLL ROGERS JEANETTE STREATER BRYAN HERRON KEPT CALLING THEY SAID THEY DID NO RECEIVE BILL ALWAYS HAD FLOODING PROBLEMS MSD NEEDS TO SOLVE PROBLEM AT FIRST THEY WERE RUDE SHE CONTACTED HER LAWYER CAN'T SAY IN LETIGATIONS CLERK BLAMED PAST DUE BILL ON THE COMPUTER DID NOT TAKE THE TIME TO LOOK FOR BILLING PROBLEM DIDN'T SEEM TO KNOWLEDGEABLE OR COMPETENT DIDN'T UNDERSTAND WHY SHE WAS BEING BILLED TWICE FIRST PERSON TRYING TO TELL SET IN STONE BUT WAS NOT FORCED HIM TO PAY MSD BILLS OF PRIOR HOMEOWNERS HAVE A HISTORY W/MSD GET BILLS BY THE TIME THEY ARE DUE HAVE NOT CHANGED MY DECEASED FATHER'S NAME ON BILL I HAVE LOST A LOT OF MONEY DUE TO BASEMENT PROBLEMS INCREASE IN CHARGES HAS NOT BEEN A GOOD THING LENGTH OF TIME TO RESOLVE MAKING AN APPOINTMENT NOT COMING OUT ON TIME MSD BLOWING OUT LINES USES TOO MUCH PRESSURE MSD HAS 3 STEP PROCESS PAYING MY BILL CAUSES TROUBLE ETC Institute (2013) 55 MSD Post Contact Report 2nd Quarter 2013 WEIGHTED DATA 06. Did MSD or any of its employees do anything that you really DID NOT LIKE that you have not already mentioned? 1B=Billing1 Survey type Problem Description Contact Person Q6 DID NOT LIKE B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY JACQUELINE GOSSETT CAROLL ROGERS SHELLEY WALKER EMILY LOPEZ EMILY LOPEZ FELICIA YANCEY JEANETTE STREATER FELICIA YANCEY JAIME DIXSON NICCOLA LEE CARROLL ROGERS FELICA YANCEY JAIME DIXSON ORLANDOS HUMPHREY PORTMAN EUGENE BRYAN HERRON MEAGHAN BELL CAROLL ROGERS NICCOLA LEE SHELLEY WALKER NICCOLA LEE JEANETTE STREATER NICCOLA LEE NEED TO HAVE THEIR OWN ACCOUNTS PAYABLE & RECEIVABLES NEED TO LET ME KNOW IF YOU CAN COME TO MY HOUSE NO RECOURSE BILL KEEPS GOING UP NO REPSONSE NOT FIXING NEIGHBORS HOLE IN BACKYARD PHONE RECORDING WAS IN SPANISH WE ARE NOT HISPANIC PUT IN COLLECTIONS SEND LESS BILLS SENT MY BILL TO COLLECTION WITHOUT TELLLING ME SENT TO COLLECTIONS FOR 100 DOLLARS SHOULD HAVE SOLVED PROBLEM ON FIRST CALL SPOKEN TO VERY RUDELY THEY DIDN'T GIVE GOOD RESPONSES THEY DIDN'T HELP ME THEY DIDN'T SOLVE HER ISSUE THEY HAVE NOT SOLVED MY BILLING PROBLEM THEY SAID THEY FIXED MY BILL AND DIDN'T FIX IT THEY SPRAY PAINTED MARKS ON THE GRASS THEY STILL HAVE NOT RESOLVED THE PROBLEM THEY WERE NICE BUT WOULDN'T REVIEW THE USAGE THEY WERE NOT AS NICE AS THE CUSTOMER EXPECTED WAITED 45 MINUTES AND COULDN'T REACH ANYONE WOULDN'T HELP ME PAY THE BILL AFTER FATHER DIED ETC Institute (2013) 56 MSD Post Contact Report 2nd Quarter 2013 WEIGHTED DATA 06. Did MSD or any of its employees do anything that you really DID NOT LIKE that you have not already mentioned? fB=Billings Survey type B B B B B B B B B B B B B Problem Description CALL TO CUSTOMER CALL TO CUSTOMER CALL TO CUSTOMER CHANGE CUSTOMER/ACCT INFO CHANGE CUSTOMER/ACCT INFO CHANGE CUSTOMER/ACCT INFO CHANGE CUSTOMER/ACCT INFO CHANGE CUSTOMER/ACCT INFO CUSTOMER CALLED CUSTOMER CALLED EFT INQUIRY/REQUEST EFT INQUIRY/REQUEST MOVE OUT CUTOMER CALL Contact Person DEA DELUGOS EMILY NOLAND CYNATHIA WOMACK CAROLL ROGERS EMILY LOPEZ SHERRY BELL CAROLL ROGERS SHEILA BOWERS KAREN MCDOWELL RISHA COLLINS SHERRY BELL SHERRY BELL TONI HANCOCK Q6 DID NOT LIKE CAN'T HELP ME & WANTS IT ON THE GROUP BILLING MY BILL GOT LOST GOT NEIGHBORS BILL INSTEAD THEY ARE NOT FAIR/REFUSED TO LOOK AT MY PROBLEM ASKED FOR FINAL BILL/AND DID NOT GET ONE BE ABLE TO CHANGE ADDRESS OVER THE PHONE HE WISHES MSD WOULD HAVE CONTACTED HIM IT TOOK 3 PHONE CALLS TO MSD FIND HIS TITLE COMPANY THE PROCESS TO TRANSFER BILLS MSD HAS NOT REPAIRED LAWN TURF ADEQUATELY THEY NEVER CALLED ME BACK DID NOT GET THE BILL LOWERED LIKE HE WANTED NO RESPNSE DIDN'T LIKE AUTOMATED SYSTEM & DON'T LIKE THE MUSIC ETC Institute (2013) 57 MSD Post Contact Report 2nd Quarter 2013 WEIGHTED DATA 06. Did MSD or any of its employees do anything that you really DID NOT LIKE that you have not already mentioned? fF=Field Service] Work Grouped Order Service problem Survey type Number Area Code Crew Member #1 Q6 DID NOT LIKE F 4 DID NOT CLEAN UP LOOSE ASPHALT F 3 DID NOT COMPLETE THE JOB & OVERLOOKED A PROBLEM F 3 DID NOT WANT TO COME OUT SAID IT'S NOT MSD'S PROBLEM F 4 DIDN'T CALL ME BACK TO LET ME KNOW WHAT THE PROBLEM WAS F 2 DIDN'T DO ANYTHING FOR ME SAID IT WAS MY PROBLEM F 4 DIDN'T LOOK WHERE THE SEWER LINE WAS DIDN'T INVESTIGATE F 4 DIDN'T PAY FOR REPAIRS ON CAR FROM MISSING COVER F 1 DIDN'T REALLY FIX THE PROBLEM F 2 DON'T KNOW IF THEY WERE HERE F 1 HAVE NOT BEEN UPDATED ON THE PROGRESS ETC Institute (2013) 58 MSD Post Contact Report 2nd Quarter 2013 WEIGHTED DATA Q6. Did MSD or any of its employees do anything that you really DID NOT LIKE that you have not already mentioned? fF=Field Service] Work Grouped Order Service problem Survey type Number Area Code Crew Member #1 Q6 DID NOT LIKE F 2 LEFT A NOTE THAT SAID IT'S NOT MSD'S PROBLEM F 3 NO MONEY TO DO ANYTHING F 2 NO ONE CALLED ME BACK & NO SERVICE WAS MADE BY MSD F 2 NO ONE CAME TO MY DOOR LET ME KNOW WHAT WAS GOING ON F 1 NO STILL DON'T KNOW WHAT'S GOING ON F 4 NOBODY SOLVED THE PROBLEM F 1 ONE EMPLOYEE WAS FIGHTING W/ THE OTHER EMPLOYEE F 2 PLUMBER COULD NOT FIX THE PROBLEM/SO WHO CAN F 4 SAID HE WOULD BE THERE BUT NEVER SHOWED UP F 3 SAID IT WAS NOT MSD'S PROBLEM/NOW SAYING MSD'S PROBLEM ETC Institute (2013) 59 MSD Post Contact Report 2nd Quarter 2013 WEIGHTED DATA Q6. Did MSD or any of its employees do anything that you really DID NOT LIKE that you have not already mentioned? fF=Field Service] Work Grouped Order Service problem Survey type Number Area Code Crew Member #1 Q6 DID NOT LIKE F 3 SAID IT WASN'T THEIR PROBLEM FIX IT HIMSELF F 4 SAID THEY ARE NOT RESPONSIBLE F 3 STILL HAVEN'T COME OUT TO WORK ON THE PROBLEM F 2 STILL HAVING THE PROBLEM F 2 THE FACT THAT IT WASN'T THEIR PROBLEM F 2 THE WORKERS CAN'T COME INSIDE TO CHECK OUT THE PROBLEM F 2 THEY ARE NOT RESOLVING THE ISSUE F 4 THEY DID NOT ADDRESS THE CAVE- IN F 3 THEY WERE NOT HELPFUL AND COULD NOT HELP ME F 2 THEY WOULDN'T COME OUT SAID NOT ENOGH COMPLAINTS ETC Institute (2013) 60 MSD Post Contact Report 2nd Quarter 2013 WEIGHTED DATA Q6. Did MSD or any of its employees do anything that you really DID NOT LIKE that you have not already mentioned? fF=Field Service] Work Grouped Order Service problem Survey type Number Area Code Crew Member #1 Q6 DID NOT LIKE F 1 TOLD ME IT'S NOT THEIR PROBLEM I DON'T KNOW WHAT TO DO F 1 WAS NOT HOME WHEN THEY CAME OUT DIDN'T MAKE APPOINTMENT F 2144077 MI 1 DONNAN HAVEN'T FOLLOWED UP F 2144101 GR 3 ALLEN LACK OF FINAL FOLLOW-UP F 2153103 MI 4 MULLEN DID NOT LET ME KNOW IF ANYTHING WAS DONE OR NOT F 2154948 GR 1 TAORMINA SAID IT WAS NOT THEIR PROBLEM F 2157233 MI 3 MOELLER GUYS IN THE TRUCK DROVE AWAY WITHOUT TELLING ME F 2159111 GR 2 BIXLER TECH LOOKED AND DID NOTHING/ CUSTOMER NOT HAPPY F 2160047 MI 2 DAILY JR LOOKED AT PROBLEM SAID IT WASN'T THEIR PROBLEM F 2161833 GR 1 TAORMINA DID NOT FIX MY PROBLEM ETC Institute (2013) 61 MSD Post Contact Report 2nd Quarter 2013 WEIGHTED DATA Q6. Did MSD or any of its employees do anything that you really DID NOT LIKE that you have not already mentioned? fF=Field Service] Work Grouped Order Service problem Survey type Number Area Code F 2166072 MI 2 F 2166084 MI 3 F 2166090 GR 2 F 2166306 MI 2 F 2166890 MI 2 F 2168064 GR 1 F 2169782 SU 3 F 2185463 GR 1 F 2188230 GR 3 F 2189952 MI 1 F 2191048 MI 1 F 2194068 GR 3 Crew Member #1 JAMES LUCAS WEBB CLARK FRANKS TAORMINA DAVIS JOURDAIN GASSNER GRANBERRY BAILEY ROWLAND Q6 DID NOT LIKE NOT HEARING FROM THE ADJUSTER THEY HAVE NOT CONTACTED ME AT ALL DID NOT LEAVE A NOTE ON MY DOOR LET ME KNOW WHAT'S DONE NEVER CAME TO CHECK OUT PROBLEM NOT FIXING PROBLEM YET HAVEN'T COMPLETED THE PROBLEM-7TH TIME CALLED OUT STILL A PROBLEM/ STORM DRAINS ARE FULL BLUNTAND DIS- COURTEOUS NOT HELPFUL NOT PROMPT ON FIXING THE PROBLEM DID NOT SEEMED CONCERNED OR HELPFUL NO RESPOSNE DEFERRING BLAME ETC Institute (2013) 62 MSD Post Contact Report 2nd Quarter 2013 WEIGHTED DATA Q6. Did MSD or any of its employees do anything that you really DID NOT LIKE that you have not already mentioned? fF=Field Service] Work Grouped Order Service problem Survey type Number Area Code F 2194562 SU 3 F 2194590 MI 2 F 2196948 GR 1 F 2197022 MI 2 F 2197187 GR 1 F 2197524 SU 3 F 2197596 SU 2 F 2197694 MI 2 F 2197761 SU 2 F 2197812 MI 2 F 2197897 MI 2 Crew Member #1 LUCAS MULLEN JORDIAN MOELLER ALONZO LOVE HARWELL MULLEN HARBOUR DAILY JR Q6 DID NOT LIKE THEY DON'T COME ON REGULAR BASIS THEY PUSH THINGS OFF & DON'T GET HERE TO SEE PROBLEM HAVEN'T GOT BACK WITH ME YET WAITING ON DYE TEST NO RESPOSNE WE HAVE A LOT OF PROBLEMS W/SEWER BACK UPS SAID OKAY BUT STILL NOT FIXED NO RESPONSE WORRIED MSD DID SOMETHING WRONG MY BASEMENT FLOODED NO FOLLOW UP CALL I HAD TO PAY A PLUMBER FAILED TO TELL ME I HAD MOLD/CLAIM MOLD ON 2ND CLAIM WISH THEY WOULD GET BACK WITH ME/ SLOW RESPONSE TIME ETC Institute (2013) 63 MSD Post Contact Report 2nd Quarter 2013 WEIGHTED DATA Q6. Did MSD or any of its employees do anything that you really DID NOT LIKE that you have not already mentioned? fF=Field Service] Work Grouped Order Service problem Survey type Number Area Code F 2197954 GR 1 F 2197991 GR 2 F 2198534 GR 1 F 2199045 GR 3 F 2199654 GR 3 F 2200918 GR 1 F 2203675 GR 1 F 2204043 GR 3 F 2215477 MI 4 F 2221267 2 F 2225437 MI 1 Crew Member #1 TAORMINA VILCHIS TAORMINA ALLEN PIERCE JORDIAN JOURDAIN FRANKS VOLLMER DIERING Q6 DID NOT LIKE I WANTED TO HAVE THE PROBLEM RESOLVED NOT ABLE TO RESOLVE/HAD TO GET A PLUMBER THEY OUGHT TO BE ABLE TO ADDRESS THE PROBLEM SAY THEY ARE GOING TO DO SOMETHING THEY SHOULD DO IT NOT CONVINCED THEY DID ANY SERVICE TO CHECK THE PROBLEM 1ST CALLER WAS NOT HELPFUL/WANTED TO GET OFF PHONE SLOW REPAIRS DIDN'T DO ANYTHING DID NOT FIX ANYTHING I HAD TO WAIT FOR A LETTER TO FIND OUT THE PROBLEM THERE IS NO MONEY IN MSD'S BUDGET TO FIX IT ETC Institute (2013) 64 MSD Post Contact Report 2nd Quarter 2013 WEIGHTED DATA Q7. Can you think of any ways MSD can be more responsive to your needs? fB=Billing] Survey type Problem Description Contact Person Q7 Ways responsive B BIILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY SHERLENE ALI PORTMAN EUGENE JEANETTE STREATER JAIME DIXSON EMILY LOPEZ MEAGHAN BELL EMILY LOPEZ SHEILA BOWERS NICCOLA LEE SHELLEY WALKER JEANETTE STREATER SHEILA BOWERS SHEENA ADAMS EMILY LOPEZ NICCOLA LEE FELICA YANCEY SHELLEY WALKER CAROLL ROGERS BE NICER TO CUSTOMER & GIVE A CALL BACK ANSWER HER QUESTIONS AUTOMATED TOO INVOLVED BE KNOWLEDGEABLE CAN'T SAY IN LETIGATIONS CHANGE THE CODE DISCOUNTS DO MORE FOLLOW-UP'S DO NOT SEND TO COLLECTIONS FOR A 100 DOLLARS DO NOT SUE PEOPLE/DO NOT GARNISH WAGES ENFORCE TENANTS TO PAY FOR WATER USAGE FIX MAILING SYSTEM FIX THE CALLING SYSTEM FIX THE HOLE IN NEIGHBORS YARD IT'S 6 FT DEEP GIVE ME THE RIGHT INFORMATION HAVE EMPLOYEES BE MORE RESPECTFUL HAVE SUPERVISORS CALL BACK IN A TIMELY MANNER HE FELT THEY WERE NOT TRUTHFUL ETC Institute (2013) 65 MSD Post Contact Report 2nd Quarter 2013 WEIGHTED DATA Q7. Can you think of any wad MSD can be more responsive to your needs? fB=Billind Survey type Problem Description Contact Person Q7 Ways responsive B B B B B B B B B B B B B B B BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BRYAN HERRON ORLANDOS HUMPHREY NICCOLA LEE SHERLENE ALI JAIME DIXSON ORLANDOS HUMPHRE MEAGHAN BELL ANDREA TINDAL JEANETTE STREATER NICCOLA LEE JEANETTE STREATER JEANETTE STREATER JAIME DIXSON NICCOLA LEE JEANETTE STREATER HE THINKS THEY SHOULD ACCEPT RESPONSIBILITY HELP ME OR REFER ME TO SOMEONE WHO CAN HELP HELP WHEN SOMEONE DIES TO RESOLVE THE BILL HELP WITH THE FLOODING HIRE SOMEONE TO CALL AND MAKE MORE FOLLOW- UPS I WILL CALL MSD BACK I HAVE MORE QUESTIONS JUST FIX MY BILL AND BE PROFESSIONAL KEEP BETTER TRACK OF RECORDS KEEP PROMISE LESS PROMPT ON AUTOMATED PHONE SYSTEM LISTEN TO CUSTOMERS CONCERNS MAKE CONTACT NUMBERS MORE EASILY AVAILABLE MAKE MORE FOLLOW-UPS MSD DON'T UNDERSTAND OUR FINANCIAL PROBLEMS NEED TO BE MORE RESPECTFUL PEOPLE'S PROPERTY ETC Institute (2013) 66 MSD Post Contact Report 2nd Quarter 2013 WEIGHTED DATA Q7. Can you think of any wad MSD can be more responsive to your needs? fB=Billind Survey type Problem Description Contact Person Q7 Ways responsive B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY FELICIA YANCEY EMILY LOPEZ MATT HERGERT JAIMI DIXSON CAROLL ROGERS CAROLL ROGERS SHELLEY WALKER JEANETTE STREATER BRYAN HERRON SHELLEY WALKER FELICIA YANCEY NICCOLA LEE JACQUELINE GOSSETT SHERLENE ALI NOT CALL WHEN ONLY 2 WEEKS LATE RESOLVE THE DOUBLE BILLING -SIT DOWN W/ SOMEONE RESOLVE THE PROBLEM OF MY BILL RESPOND WHEN TOLD SOME EMPLOYEES KIND ON PHONE SOME IMPATIENT STOP HAVING TITLE CO CALLING TAKE INTO ACCOUNT TENNANTS MOVE TAKE NUMBERS & CALL PEOPLE BACK IF YOUR BUSY THEY COULD STREAMLINE THE BILL PAY SYSTEM THEY DO A GREAT JOB THEY DO THE BEST THEY CAN THEY SHOULD BE AVAILABLE BY PHONE TOO MANY PEOPLE ON THE ISSUE/ISSUE NOT SOLVED TURN TO SUPERVISOR WHEN TO ANSWER QUESTIONS ETC Institute (2013) 67 MSD Post Contact Report 2nd Quarter 2013 WEIGHTED DATA Q7. Can you think of any wad MSD can be more responsive to your needs? fB=Billind Survey type Problem Description B BILLING INQUIRY B B B B B B B B B B B B CALL TO CUSTOMER CALL TO CUSTOMER CALL TO CUSTOMER CHANGE CUSTOMER/ACCT INFO CHANGE CUSTOMER/ACCT INFO CHANGE CUSTOMER/ACCT INFO CHANGE CUSTOMER/ACCT INFO CHANGE CUSTOMER/ACCT INFO CHANGE CUSTOMER/ACCT INFO CHANGE CUSTOMER/ACCT INFO CREDIT BALANCE REFUND REQ CREDIT BALANCE REFUND REQ Contact Person DAWN SEYMOUR DEA DELUGOS CYNATHIA WOMACK EMILY NOLAND SHEILA BOWERS CYNTHIA WOMACK SHEILA BOWERS FELICIA YANCEY JACQUELINE GOSSETT CAROLL ROGERS JEANETTE STREATER TORI HANCOCK VERNON MARTIN Q7 Ways responsive WOULD LIKE MSD TO INSPECT SINK HOLE POSSIBLY I WANT THE GROUP BILLING MSD SAID CUSTOMER HAS BILLS TO PAY SAME SEWER AS NEIGHBORS BUT PAY $2.00 MORE BETTER COMMUNICATION - DO MORE FOLLOW-UPS FOLLOW-UP WITH SOLUTION MAKE IT EASIER TO TRANSFER BILLS NEED BOTH NAMES ON THE BILLS TAKE OFF LIENS FASTER WHEN THEY ADJUST CHARGES THEY GO OFF OLD BILL WOULD LIKE TO TALK TO A LIVE PERSON GET RID OF THE PERSON SHE TALKED TO 4/18/13 OPEN NEW ACCOUNT HAD TO PAY REMAINING BALANCE ETC Institute (2013) 68 MSD Post Contact Report 2nd Quarter 2013 WEIGHTED DATA Q7. Can you think of any wad MSD can be more responsive to your needs? fB=Billind Survey type Problem Description Contact Person Q7 Ways responsive B CUSTOMER CALLED B B B B B B B CUSTOMER CALLED CUSTOMER CALLED CUSTOMER CALLED CUSTOMER CALLED EFT INQUIRY/REQUEST EFT INQUIRY/REQUEST MOVE OUT -CUSTOMER CALL RISHA COLLINS EMILY NOLAND EMILY NOLAND KAREN MCDOWELL GIDGET TAYLOR SHERRY BELL SHERRY BELL REBECCA BARTHOLOMEW BE ABLE TO ANSWER OUR QUESTIONS CONTINUE WITH CURRENT SERVICE GET THE ACCOUNTING OFFICE UNDER CONTROL MSD SHOULD DO WHAT THEY SAY THEY CAN DO PAYMENT IS HIGH LIKE TO PAY BILLS BY WITHDRAWL FROM CHECKING PLEASE LET HER DO THE CHECKING ACCT WITHDRAWL NEED TO COME UP W/ BETTER WAY ON WHAT YOU OWE ETC Institute (2013) 69 MSD Post Contact Report 2nd Quarter 2013 WEIGHTED DATA Q7. Can you think of any ways MSD can be more responsive to your needs? fF=Field Service] Work Grouped Order Service problem Survey type Number Area Code Crew Member #1 Department Responsible Q7 Ways responsive F 4 MAINTENANCE ADDRESS THE CAVE- IN & LET ME KNOW F 1 CONSTRUCTION- ADDRESS THE ISSUE MAINTENANCE THE FIRST TIME AROUND F 2 MAINTENANCE CALL BACK PEOPLE WHO LEAVE A MESSAGE F 4 MAINTENANCE CHECK OUT THE ISSUE EVEN IF NOT RESPONSIBLE F 2 MAINTENANCE COME OUT WHEN THERE'S AN ISSUE F 4 MAINTENANCE COULD HAVE GIVEN AN IDEA OF WHAT HE COULD DO F 3 MAINTENANCE DON'T BE LAZY & HELP WITH THE ISSUE F 2 MAINTENANCE FIRST TIME I HAD TO CALL AND DID GREAT F 1 MAINTENANCE FIX THE PROBLEM F 3 MAINTENANCE- GET MORE MONEY/ ENGINEERING FUNDS F 2 MAINTENANCE I WOULD LIKE TO KNOW WHAT THE PROBLEM IS F 3 MAINTENANCE- IF THEY MAKE THE ENGINEERING PROBLEM THEY SHOULD FIX IT ETC Institute (2013) 70 MSD Post Contact Report 2nd Quarter 2013 WEIGHTED DATA Q7. Can you think of any ways MSD can be more responsive to your needs? fF=Field Service] Work Order Service Survey type Number Area F Grouped problem Code Crew Member #1 2 1 2 2 2 3 4 3 3 2 3 4 Department Responsible MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE CONSTRUCTION MAINTENANCE MAINTENANCE - ENGINEERING MAINTENANCE MAINTENANCE MAINTENANCE Q7 Ways responsive IMPROVE CUSTOMER SERVICE LEAVE NOTE OR CALL WHEN YOU COME ON PROPERTY LET A PERSON KNOW WHEN THEY COME OUT LET A PERSON KNOW WHEN YOU COME OUT MAKE IT WHERE THEY CAN TALK TO THE EMPLOYEE NEED TO TAKE CARE OF THE DISCHARGE PIPE NEED TO UP DATE MAPS & ACT ON INVESTIGATING NO DID THEIR JOB NOTHING HAS BEEN DONE TO FIX THE PROBLEM PAYING TOO MUCH PUT IN SOMETHING SO MY BASEMENT WON'T FLOOD RESPOND THE FIRST TIME HE CALLS ETC Institute (2013) 71 MSD Post Contact Report 2nd Quarter 2013 WEIGHTED DATA Q7. Can you think of any ways MSD can be more responsive to your needs? fF=Field Service] Work Grouped Order Service problem Survey type Number Area Code Crew Member #1 Department Responsible Q7 Ways responsive F 1 MAINTENANCE- SET APPOINTMENT CONSTRUCTION TO TALK TO HER & FIND OPTIONS F 4 MAINTENANCE SHOULD BE MORE AWARE OF PROBLEMS F 2 MAINTENANCE SHOULD HAVE RANDOM CHECKING OF LINES F 2 MAINTENANCE SHOULD SPEND MORE TIME LOOKING FOR PROBLEMS F 3 MAINTENANCE- TAKE CARE OF THE ENGINEERING PROBLEM F 1 CONSTRUCTION- THEY NEED TO MAINTENANCE COMPLETE THE SERVICE F 3 MAINTENANCE- WANTS TO KNOW ENGINEERING WHY NO ONE HAS COME OUT F 2144077 MI 1 DONNAN CONSTRUCTION ADDRESS PROBLEMS IN A TIMELY MANNER F 2144094 SU 3 VOLLMER MAINTENANCE NEED TO HAVE A PERSON TO ANSWER THE PHONE F 2144101 GR 3 ALLEN MAINTENANCE FINAL FOLLOW-UP/ WOULD LIKE A FOLLOW-UP CALL F 2152805 GR 1 ALONZO MAINTENANCE CALL HIM BACK ETC Institute (2013) 72 MSD Post Contact Report 2nd Quarter 2013 WEIGHTED DATA Q7. Can you think of any ways MSD can be more responsive to your needs? fF=Field Service] Work Grouped Order Service problem Survey type Number Area Code Crew Member #1 Department Responsible Q7 Ways responsive F 2153103 MI 4 MULLEN CONSTRUCTION/ GIVE ME A CALL TO MAINTENANCE LET ME KNOW IF FIXED OR NOT F 2156352 SU 3 VOLLMER MAINTENANCE PROBLEM IS GOING TO KEEP HAPPENING IN ALLEY F 2156920 GR 4 VILCHIS CONSTRUCTION/ NO RESSPONSE MAINTENANCE F 2157233 MI 3 MOELLER MAINTENANCE COMMUNICATE WITH THE CUSTOMERS F 2159111 GR 2 BIXLER MAINTENANCE NEED TO WORK ON CUSTOMER SATISFACTION F 2161833 GR 1 TAORMINA CONSTRUCTION/ FIX MY PROBLEM MAINTENANCE F 2165968 MI 2 GARDNER MAINTENANCE NEEED TO CLEAN OUT SEWERS F 2165975 SU 1 DAVIS CONSTRUCTION/ EACH AGENT MAINTENANCE PROVIDES CORRECT INFORMATION F 2166072 MI 2 JAMES MAINTENANCE THIS IS AN ON -GOING PROBLEM F 2166084 MI 3 LUCAS MAINTENANCE NEED TO HANDLE THE PERSON THAT CALLS F 2166090 GR 2 WEBB MAINTENANCE YES NEED TO LEAVE A NOTE ON MY DOOR F 2166306 MI 2 CLARK MAINTENANCE COME FIX THE PROBLEM OR FOLLOW-UP ETC Institute (2013) 73 MSD Post Contact Report 2nd Quarter 2013 WEIGHTED DATA Q7. Can you think of any ways MSD can be more responsive to your needs? fF=Field Service] Work Grouped Order Service problem Survey type Number Area Code F 2166890 MI 2 F 2167460 MI 3 F 2167631 SU 2 F 2168064 GR 1 F 2185463 GR 1 F 2185546 SU 2 F 2187871 MI 1 F 2188230 GR 3 F 2188257 GR 3 F 2189952 MI 1 F 2194068 GR 3 Crew Member #1 FRANKS JOHNSON HARWELL TAORMINA JOURDAIN JOHNSON GARDNER GASSNER ALLEN GRANBERRY ROWLAND Department Responsible MAINTENANCE MAINTENANCE MAINTENANCE CONSTRUCTION CONSTRUCTION/ MAINTENANCE MAINTENANCE CONSTRUCTION/ MAINTENANCE MAINTENANCE MAINTENANCE - ENGINEERING CONSTRUCTION/ MAINTENANCE MAINTENANCE Q7 Ways responsive FIX THE PROBLEM IN A TIMELY MANNER GIVE SUGGESTIONS OR SOLUTIONS THE BILL IS VERY HIGH SOMEONE NEEDS TO CALL FIGURE OUT HOW TO FIX PROBLEM CORRECTLY CALL BACK CUSTOMERS & ADDRESS THE ISSUE LET CUSTOMER KNOW EMPLOYEE IS LEAVING WANTS SERVICE FINISHED/NO COMPLAINTS GUIDE ME IN THE RIGHT DIRECTION TO FIX ISSUE MORE FUNDING BE MORE THOROUGH CONTACT HOMEOWNERS AND TAKE RESPONSIBILITY ETC Institute (2013) 74 MSD Post Contact Report 2nd Quarter 2013 WEIGHTED DATA Q7. Can you think of any ways MSD can be more responsive to your needs? fF=Field Service] Work Grouped Order Service problem Survey type Number Area Code F 2194562 SU 3 F 2194564 MI 4 F 2194590 MI 2 F 2196521 GR 4 F 2197191 MI 3 F 2197601 GR 2 F 2197665 MI 3 F 2197761 SU 2 F 2197797 GR 2 F 2197809 MI 2 F 2197812 MI 2 F 2197814 GR 2 Crew Member #1 LUCAS DAILY MULLEN OVERBERG MORLLER OVERBERG MOELLER MULLEN MURPHY FORTSON JR HARBOUR WEBB Department Responsible MAINTENANCE MAINTENANCE MAINTENANCE CONSTUCTION/ MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE Q7 Ways responsive THEY CHECK SEWER EVERY 2-5 MONTHS NOTIFY RESIDENTS IF SEWER IS BROKE OR BLOCKED THEY GAVE THE SAME OLD EXCUSES NEED TO CHECK MAIN SEWAGE EVERY ONCE IN WHILE IT WOULD BE BETTER IF YOU COULD FIX PROBLEM CLEAN LINES LET ME KNOW IF YOU FIXED THE PROBLEM I SHOULD HAD SOMEONE COME TO MY ADDRESS NEED TO COME AROUND EACH YEAR CHECK THE LINES GIVE ME A FOLLOW UP CALL AND LET ME KNOW SHORTED MY MONEY BECAUSE OF MOLD CLAIM ALREADY GREAT ETC Institute (2013) 75 MSD Post Contact Report 2nd Quarter 2013 WEIGHTED DATA Q7. Can you think of any ways MSD can be more responsive to your needs? fF=Field Service] Work Grouped Order Service problem Survey type Number Area Code F 2197897 MI 2 F 2197954 GR 1 F 2198522 SU 4 F 2198534 GR 1 F 2198791 GR 1 F 2199045 GR 3 F 2199654 GR 3 F 2204600 MI 2 F 2215467 GR 2 F 2215477 MI 4 F 2217526 MI 4 F 2225437 MI 1 Crew Member #1 DAILY JR TAORMINA HARWELL JR TAORMINA JOURDAIN ALLEN PIERCE BAILEY OVERBERG FRANKS DAILY JR DIERING Department Responsible MAINTENANCE CONSTRUCTION/ MAINTENANCE MAINTENANCE CONSTRUCTION/ MAINTENANCE CONSTRUCTION/ MAINTENANCE MAINTENANCE/ ENGINEERING MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE CONSTRUCTION/ MAINTENANCE CONSTRUCTION/ MAINTENANCE Q7 Ways responsive I HAVE NOT HEARD FROM ENGINEERS SENT A LETTER FIX THE PROBLEM THEY DID A GOOD JOB QUIT SENDING LETTERS TELL US WHAT PROBLEM IS CALL ME BACK/ FOLLOW UP SKILLS ARE VERY BAD FOLLOW UP AND COMPLETE THE JOB ACTUALLY DO THE JOB TO CHECK THE PROBLEM NEED COMPENSATED/ WHEN & HOW MUCH HARD TO GET A HOLD OF THE RIGHT PERSON FIX PROBLEMS I COULD HAVE RECEIVED A RETURN FOLLOW-UP MSD COULD HAVE HELPED ME WITH MY PROBLEM ETC Institute (2013) 76 MSD Post Contact Report 2nd Quarter 2013 WEIGHTED DATA Q7. Can you think of any ways MSD can be more responsive to your needs? fF=Field Service] Work Grouped Order Service problem Survey type Number Area Code Crew Member #1 Department Responsible Q7 second 3 MAINTENANCE THEY NEED TO PAY FOR IT 2166072 MI 2 JAMES MAINTENANCE SOMTHING NEEDS TO BE DONE ETC Institute (2013) 77 MSD Post Contact Report 2nd Quarter 2013 WEIGHTED DATA 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=453 Survey type Grouped problem Code Total Total Field Water Storm service Billing Cave In Backup water Other Billing 50.3% 49.7% 13.0% 12.4% 12.6% 12.4% 49.7% 100.0% Q8a Quality service by employee on phone Completely satisfied 46.4% 49.5% 38.2% 57.4% 52.6% 37.5% 49.5% 47.9% 09 19.4% 16.2% 23.6% 13.0% 15.8% 25.0% 16.2% 17.8% 08 17.1% 13.9% 10.9% 16.7% 21.1% 19.6% 13.9% 15.5% 07 6.8% 2.8% 9.1% 5.6% 1.8% 10.7% 2.8% 4.8% 06 1.4% 1.4% 1.8% 0.0% 3.5% 0.0% 1.4% 1.4% 05 3.2% 3.7% 5.5% 1.9% 1.8% 3.6% 3.7% 3.4% 04 0.0% 3.7% 0.0% 0.0% 0.0% 0.0% 3.7% 1.8% 03 0.9% 3.2% 3.6% 0.0% 0.0% 0.0% 3.2% 2.1% 02 0.5% 0.5% 0.0% 1.9% 0.0% 0.0% 0.5% 0.5% Not at all satisfied 4.5% 5.1% 7.3% 3.7% 3.5% 3.6% 5.1% 4.8% Don't know 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% Mean 8.5 8.3 8.0 8.8 8.8 8.5 8.3 8.4 SD 2.2 2.6 2.6 2.1 1.9 1.9 2.6 2.4 ETC Institute (2013) 78 MSD Post Contact Report 2nd Quarter 2013 WEIGHTED DATA 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=453 Survey type Grouped problem Code Total Field Water Storm service Billing Cave In Backup water Other Billing Total 50.3% 49.7% 13.0% 12.4% 12.6% 12.4% 49.7% 100.0% Q8b Quality service --home service call Completely satisfied 54.7% 58.3% 44.7% 68.2% 61.0% 41.7% 58.3% 55.0% 09 11.3% 0.0% 13.2% 11.4% 7.3% 13.9% 0.0% 10.5% 08 12.6% 0.0% 7.9% 15.9% 9.8% 16.7% 0.0% 11.7% 07 2.5% 0.0% 7.9% 0.0% 2.4% 0.0% 0.0% 2.3% 06 3.8% 0.0% 5.3% 0.0% 4.9% 5.6% 0.0% 3.5% 05 2.5% 8.3% 2.6% 0.0% 7.3% 0.0% 8.3% 2.9% 04 0.6% 0.0% 0.0% 0.0% 2.4% 0.0% 0.0% 0.6% 03 0.0% 16.7% 0.0% 0.0% 0.0% 0.0% 16.7% 1.2% 02 6.9% 0.0% 10.5% 4.5% 2.4% 11.1% 0.0% 6.4% Not at all satisfied 5.0% 16.7% 7.9% 0.0% 2.4% 11.1% 16.7% 5.8% Don't know 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% Mean 8.2 6.9 7.6 9.2 8.5 7.4 6.9 8.1 SD 2.8 3.9 3.2 1.8 2.4 3.4 3.9 2.9 ETC Institute (2013) 79 MSD Post Contact Report 2nd Quarter 2013 WEIGHTED DATA 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=453 Survey type Grouped problem Code Total Field Water Storm service Billing Cave In Backup water Other Billing Total 50.3% 49.7% 13.0% 12.4% 12.6% 12.4% 49.7% 100.0% Q8c Overall quality of MSD service Completely satisfied 38.0% 42.1% 25.0% 54.7% 40.7% 31.5% 42.1% 40.1% 09 18.3% 18.5% 17.3% 17.0% 16.7% 22.2% 18.5% 18.4% 08 12.2% 12.5% 9.6% 15.1% 9.3% 14.8% 12.5% 12.4% 07 5.6% 4.6% 9.6% 1.9% 7.4% 3.7% 4.6% 5.1% 06 1.9% 2.8% 0.0% 0.0% 7.4% 0.0% 2.8% 2.3% 05 6.1% 8.3% 5.8% 3.8% 7.4% 7.4% 8.3% 7.2% 04 2.3% 1.4% 3.8% 0.0% 1.9% 3.7% 1.4% 1.9% 03 3.3% 2.3% 7.7% 0.0% 1.9% 3.7% 2.3% 2.8% 02 4.7% 0.5% 5.8% 5.7% 1.9% 5.6% 0.5% 2.6% Not at all satisfied 7.5% 6.9% 15.4% 1.9% 5.6% 7.4% 6.9% 7.2% Don't know 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% Mean 7.6 8.0 6.4 8.7 7.9 7.4 8.0 7.8 SD 3.0 2.7 3.4 2.3 2.7 3.0 2.7 2.8 ETC Institute (2013) 80 MSD Post Contact Report 2nd Quarter 2013 WEIGHTED DATA 09. Do you own or rent your current residence? Q9 Do you own/rent your current residence Number Percent 1=Own 425 93.8 % 2=Rent 27 6.0 % 9=Refuse 1 0.2 % Total 453 100.0 % Q10. Which of the following BEST describes your home? Q10 Which best describes your home Number Percent 1=Single family 404 89.6 % 2=Duplex-Triplex 25 5.5 % 3=Apt/Condo 18 4.0 % 4=Mobile home 1 0.2 % 5=Other 3 0.7 % Total 451 100.0 % 011. How many years old is your home? Q 11 How many years old is your home Number Percent 1=Lessthan5 4 0.9% 2=5-10 years 12 2.7 % 3=11-20 years 21 4.7 % 4=More than 20 years 407 91.7 % Total 444 100.0 % 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 81 18.4 % 2=5 to 10 years 80 18.2 % 3=11 to 20 years 74 16.8 % 4=More than 20 years 205 46.6 % Total 440 100.0 % ETC Institute (2013) 81 MSD Post Contact Report 2nd Quarter 2013 Section 4: Survey Instrument ETC Institute (2013) 82 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 2013 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 YES NO YES NO YES YES YES YES YES NO NO NO (A) Was it fairly easy for you to determine what phone number to call to get help from the appropriate individual at MSD? (B) Was MSD's customer service center open at the time you needed to call? (C) Was the length of time you waited to speak to an employee who could help you acceptable? (D) Was the employee you spoke with technically competent and knowledgeable'? (E) Was the employee you spoke with courteous? (F) Did the employee you spoke with treat you with respect? 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? 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? 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- IONLY IFNO 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 ym with: Satisfied At All Know (A) Quality of service provided by employees who helped you on the phone 10 ... 09 ... 08... 07....06...05..04...03 02 ... 01 99 (B) Quality of service provided by employees who made a service call to your home/ neighborhood 10...09...08...07....06...05..04...03 02...01 99 (C) Overall quality of service provided by MSD .10 ... 09 ... 08... 07....06 ... 05 .. 04 ... 03 02 ... 01 99 9. Do you own or rent your current residence? (1) Own 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 12. How many years have you lived in your current home? (1) Less than 5 (2) 5-10 years (2) Rent (4) Mobile home (5) Other (3) 11-20 years (4) more than 20 years (3) 11-20 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 inpt will help MSD improve the quality of service to its customers. Contact Person: 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 2013 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? 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- IONLY IFNO 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 ym with: Satisfied At All Know (A) Quality of service provided by employees who helped you on the phone 10 ... 09 ... 08... 07....06...05..04...03 02 ... 01 99 (B) Quality of service provided by employees who made a service call to your home/ neighborhood 10...09...08...07....06...05..04...03 02...01 99 (C) Overall quality of service provided by MSD .10 ... 09 ... 08... 07....06 ... 05 .. 04 ... 03 02 ... 01 99 9. Do you own or rent your current residence? (1) Own (2) Rent 10. Which of the following BEST describes your home? (1) Single family (4) Mobile home (2) Duplex -Triplex (5) Other (3) Apartment/Condo 11. How many years old is your home? (1) Less than 5 (2) 5-10 years (3) 11-20 years (4) more than 20 years 12. How many years have you lived in your current home? (1) Less than 5 (3) 11-20 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: 2013 Post Contact Survey 3rd Quarter Results Final Report Conducted- or Jvletropolitan St. Louis Sewer District 725 W. Frontier Circle Olathe, KS 66061 (913) 829-1215 October 2013 Contents Executive Summary i Section 1: Charts and Graphs 1 Section 2: GIS Maps (Location of Respondents) 10 Section 3: Tabular Data (WEIGHTED RESULTS) 16 Section 4: Survey Instrument 84 f • - Executive Summary Purpose and Methodology ETC Institute conducted a post -contact survey for the Metropolitan St. Louis Sewer District during the 3rd quarter of 2013. The survey was administered by phone to a random sample of 450 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 3rd quarter of 2013, 8 of the 8 categories surveyed increased over the past quarter. The top category, the customer service center was opened when needed, had the highest rating (98%). FIELD SERVICE Customers' Experience with MSD Employee(s) who made a service call to Home/Neighborhood. Based on customers' experience with field service employees who made a service call to home/neighborhood during the 3rd quarter of 2013, 99% (+3% from 1st quarter 2013) of the respondents thought the employee who visited their home arrived on time. Current Overall Mean Satisfaction Ratings (3rd Quarter 2013) 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 8.80 (+.50). • 2nd Quarter 2013 Mean Satisfaction Rating was 8.30 ➢ 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 (-.20). • 2nd Quarter 2013 Mean Satisfaction Rating was 8.50 ➢ Satisfaction with the Overall Quality of Service Provided by MSD. Satisfaction with the overall quality of service provided by MSD is currently 8.00 (+.20). • 2nd Quarter 2013 Mean Satisfaction Rating was 7.80 ➢ Satisfaction with the Overall Quality of Service Provided by BILLING. Satisfaction with the overall quality of service provided by Billing is currently 8.50 (+.50). • 2nd Quarter 2013 Mean Satisfaction Rating was 8.00 ➢ Satisfaction with the Overall Quality of Service Provided by FIELD SERVICE. Satisfaction with the overall quality of service provided by Field service is currently 7.50 (-.10). • 2ndQuarter 2013 Mean Satisfaction Rating was 7.60 ii MSD Post Contact Survey (3rd Quarter Results) Section 1: Charts and Graphs ETC Institute (2013) 1 MSD Post Contact Survey (3rd Quarter Results) Pr 1111 Number of Post Contact Surveys Conducted by Type F F F I 250 200 150 100 Total = 450 225 225 Number of Surveys • Field Service 0 Billing Source: ETC Institute (Post -Contact Survey - 3rd Quarter 2013) 11 Q 1: What Was the Primary Reason You Had Contact with an MSD Employee During the Past 60 Days? ' 250 200 F 150 100 50 0 Number of Surveys •Field Service 0 Billing Source: ETC Institute (Post -Contact Survey - 3rd Quarter 2013) ETC Institute (2013) 2 MSD Post Contact Survey (3rd Quarter Results) • Q2: Customers' Experience with Employees by Phone By Type of Contact 3rd Quarter 2013 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 91% 93% 1 96% 98% 95% 95% 92°n 1 93% 94% 96% 95% 41 96% 69% 89% 80% 85% 0% Source: ETC Institute (Post -Contact Survey - 3rd Quarter 2013) 25% 50% 75% I Field Service 0 Billing 100% Q2: Customers' Expe Employe 4th Qtr 2012 t mean percentage of "yes" respo 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 I rience with Field Service es by Phone trough 3rd Qtr 2013 ases for respondents who called MSD 93% IIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIII= 90% 90% 91% 9% IIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIII 94'° 2% 9'5 • 7° IIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIII 9• o r _ '% il 92% mnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnn6 •,% 92.. 94°. IIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIII • % 9, % 94 0 94'° IIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIII 1% 9:% 9 83% IIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIII ° 79% [�Y 88% IIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIFZGI 89% 0% 20% 40% 60% 04th Qtr 2012 01st Qtr 2013 02nd Qtr 2013 •3rd Qtr 2013 Source: ETC Institute (Post -Contact Survey - 3rd Quarter 2013) 80% 100% ETC Institute (2013) 3 MSD Post Contact Survey (3rd Quarter Results) Q2: Customers' Experience with Billing Employees by Phone 4th Qtr 2012 through 3rd Qtr 2013 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 l 93% I 90% 184 % I 93% 195% I 92% 193 % 198% 91% I 90% 1_095% I 92% I 91% I 90% 193 % I 95% 94% 94% I 96% I 95% I 93% 194% 196% I 87% 83% I 82% 89% I 86% 182% 176% I 85% 0% 20% 40% 60% 80% 100% 04th Qtr 2012 O 1st Qtr 2013 El2nd Qtr 2013 03rd Qtr 2013 Source: ETC Institute (Post -Contact Survey - 3rd Quarter 2013) Trend Data Q4: Customers' Experience with MSD Employee(s) Who Made a Service Call to Home/Neighborhood 4th Qtr 2012 through 3rdQtr 2013 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 195° 196 I II li I 196 91% 1955 94% 93i — % 186% 80% 87% 84% 85% 188% 89% 81% 0% I 20% 40% - 60% El4th Qtr 2012 01st Qtr 2013 El2nd Qtr 2013 03rd Qtr 2013 Source: ETC Institute (Post -Contact Survey - 3rd Quarter 2013) 80% 8% 99% 99% 99% 100% 100% 9% 8% 7% 8% 7% 100% ren I ata ETC Institute (2013) 4 MSD Post Contact Survey (3rd Quarter Results) • lin Iii Q8a: Satisfaction with the Overall Quality of Service 10.00 9.00 8.00 7.00 6.00 5.00 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" 3rd Qtr 2012 4th Qtr 2012 1st Qtr 2013 Source: ETC Institute (Post -Contact Survey - 3rd Quarter 2013) 2nd Qtr 2013 3rd Qtr 2013 Trend Data o Q8a: Satisfaction with the Overall Quality of Service r-►(JVIucu JVc► WC Phone by Billing mean rating based on a 10-point scale where 1="not satisfied at all" and 10="completely satisfied" 10.00 III 9.00 hi ir 8.00 7.00 6.00 5.00 8.70 8.8a 3rd Qtr 2012 through 3rd Qtr 2013 8.50 8.20 8.30 3rd Qtr 2012 4th Qtr 2012 1st Qtr 2013 Source: ETC Institute (Post -Contact Survey - 3rd Quarter 20/3) 2nd Qtr 2013 3rd Qtr 2013 Trend Data ETC Institute (2013) 5 MSD Post Contact Survey (3rd Quarter Results) Q8c: Satisfaction with the Overall Quality of Service 10.00 • 9.00 I 8.00 7.00 6.00 5.00 Provided by MSD: FIELD LY mean rating based on a 10-point scale where 1="not satisfied at all" and 10="completely satisfied" 8.20 i 3rd Qtr 2012 through 3rd Qtr 2013 8.00 7.70 7.60 7.50 3rd Qtr 2012 4th Qtr 2012 1st Qtr 2013 Source: ETC Institute (Post -Contact Survey - 3rd Quarter 2013) 2nd Qtr 2013 3rd Qtr 2013 Trend Data Q8c: Satisfaction with the Overall Quality of Service I 9.00 8.00 7.00 6.00 5.00 Provided by MSD: BILLING ONLY mean rating based on a 10-point scale where 1="not satisfied at all" and 10="completely satisfied" 3rd Qtr 2012 4th Qtr 2012 1st Qtr 2013 Source: ETC Institute (Post -Contact Survey - 3rd Quarter 2013) 2nd Qtr 2013 3rd Qtr 2013 Trend Data ETC Institute (2013) 6 MSD Post Contact Survey (3rd Quarter Results) Q8c: Satisfaction with the Overall Quality of Service 9.00 7.00 11111 5.00 Provided by MSD: ALL RESPONDENTS mean rating based on a 10-point scale where 1="not satisfied at all" and 10="completely satisfied" 3rd Qtr 2012 3rd Qtr 2012 through 3rd Qtr 2013 4th Qtr 2012 1st Qtr 2013 Source: ETC Institute (Post -Contact Survey - 3rd Quarter 2013) 2nd Qtr 2013 el el II 3rd Qtr 2013 Trend Data Q9: Do You Own or Rent Your Current Residence? by percentage of respondents 3rd Quarter 2013 Own 94% P 0 0 0 Source: ETC Institute (Post -Contact Survey - 3rd Quarter 2013) Rent 6% ETC Institute (2013) 7 MSD Post Contact Survey (3rd Quarter Results) Q10: Which of the Following Best Describes Your Home? by percentage of respondents 3rd Quarter 2013 Single family 94% Other 1% Apt/Condo 1% Duple -Triplex 4% Source: ETC Institute (Post -Contact Survey - 3rd Quarter 2013) r Mo Q11: How Many Years Old is Your Home? ,vy percenrage or respondenrs 3rd Quarter 2013 11-20 years 6% 5-10 years 2% Less than 5 1% Source: ETC Institute (Post -Contact Survey - 3rd Quarter 2013) ETC Institute (2013) 8 MSD Post Contact Survey (3rd Quarter Results) Q12: How Many Years Have You Lived in Your Current Home? by percentage of respondents 3rd Quarter 2013 More than 20 yrs 39% Less than 5 22% 11-20 yrs 20% i-10 yrc 19% Source: ETC Institute (Post -Contact Survey - 3rd Quarter 2013) ETC Institute (2013) 9 MSD Post Contact Survey (3rd Quarter Results) Section 2: GIS Maps ETC Institute (2013) 10 MSD Post Contact Survey (3rd Quarter Results) FJ eer • • • • •• •• • • 0 •t O • • • •• • • • • - %j a moo 23 ��P�; o 0 B fi's•• •s o co .tom • A �. •• tel-. • -- • • • .1 • % �•-: • • • •• C1 ."!.- EE, 1 Ptio o— - Irv- • ,s_,'D (,? d4DZ 441.• • --0- • S elI 0 Sao '•• < 00 -O • ` •- — •O 8 O 8 O 00 • • tm o 0 mt m 0 0 m O O 0 0 ` j O — _ 0 00 1m ILL 4P 0 _I 0 00 . 61 • ' o0 0o Q 8oco O or 0 0 0 %oo 3 ,++J • O. czb ' - • '- �o.1 a• 3s • ram- •• 0 11 o 2012 NAVTEQ Location of All Respondents MSD Post Contact Survey 3rd Quarter Results (2013) ETC Institute (2013) 11 MSD Post Contact Survey (3rd Quarter Results) Q8a: Satisfaction with the Overall Quality of Service Provided over the Phone by Billing HH ioo 00 • ••••••l i 1' 1.. 1 -y ;•tt 1 �_L'a tYae 99 sPs 3rd Quarter LEGEND ZIP Stormwater OMCI Fiver Levee Districts : St Louis Bndry El District Boundary LEVEL OF SATISFACTION 0.00 to 2.00 2.00 to 4.00 4.00 to 6.00 6.00 to 8.00' 8.00 to 10.00 Other ETC Institute (2013) 12 MSD Post Contact Survey (3rd Quarter Results) Q8a: Satisfaction with the Overall Quality of Service Provided over the Phone by Maximo HH ioo 00 ••••••l r i 1' ;•tt ra -- �_L'a tYae 99 • 3rd Quarter LEGEND ZIP Stormwater OMCI Fiver Levee Districts : St Louis Bndry El District Boundary LEVEL OF SATISFACTION 0.00 to 2.00 2.00 to 4.00 4.00 to 6.00 6.00 to 8.00' 8.00 to 10.00 Other ETC Institute (2013) 13 MSD Post Contact Survey (3rd Quarter Results) Q8c: Satisfaction with the Overall Quality of Service Provided by MSD: BILLING ONLY 00 HH t • • F4 t •." 1 1 1 • tt �_L'a tYae 99 1.1 • 3rd Quarter LEGEND ZIP Stormwater OMCI Fiver Levee Districts : St Louis Bndry El District Boundary LEVEL OF SATISFACTION 0.00 to 2.00 2.00 to 4.00 4.00 to 6.00 6.00 to 8.00' 8.00 to 10.00 Other 157 11 ETC Institute (2013) 14 MSD Post Contact Survey (3rd Quarter Results) Q8c: Satisfaction with the Overall Quality of Service Provided by MSD: MAXIMO ONLY �_L'a tYae 99 11 3rd Quarter LEGEND ZIP Stormwater OMCI - Fiver Levee Districts : St Louis Bndry El District Boundary LEVEL OF SATISFACTION 0.00 to 2.00 2.00 to 4.00 4.00 to 6.00 6.00 to 8.00' 8.00 to 10.00 Other ETC Institute (2013) 15 MSD Post Contact Survey (3rd Quarter Results) Section 3: Tabular Data ETC Institute (2013) 16 MSD Post Contact Survey (3rd Quarter Results) WEIGHTED 3rd QUARTER RESULTS GROUPED PROBLEM CODE Grouped problem Code UNWEIGHTED Number Percent Cave In 56 12.4 % Water Backup 78 17.3 % Storm water 31 6.9 % Other 60 13.3 % Billing 225 50.0 % Total 450 100.0 % Grouped problem Code WEIGHTED Number Percent 1=Cave In 56 12.4 % 2=Water Backup 60 13.3 % 3=Storm water 54 12.0 % 4=Other 55 12.2 % B=Billing 225 50.0 % Total 450 100.0 % Survey month Number Percent July= 146 32.4 % August= 155 34.4 % September= 149 33.1 % Total 450 100.0 % Survey type Number Percent B=Billing 225 50.0 % F=Field service 225 50.0 % Total 450 100.0 % Q1. Which of the following describes the PRIMARY reason you had contact with an MSD employee during the past 60 days: Q 1 Primary reason had contact w/MSD employee Number Percent 1=Billing issue 225 50.0 % 2=Maintenance problem 225 50.0 % Total 450 100.0 % ETC Institute (2013) 17 MSD Post Contact Survey (3rd Quarter Results) WEIGHTED 3rd QUARTER RESULTS 02. Did you call MSD for any reason in the past 60 days? Q2 Did you call MSD past 60 days Number Percent 1=Yes 450 100.0 % Total 450 100.0 % Q2. Based on your experience with the emj v es you spoke with by phone, please answer the following questions. (N=450) OVERALL Yes No 1 2 Q2a Easy to determine phone # to call 92.1% 7.9% Q2b MSD Customer Service Ctr open 96.6% 3.4% Q2c Time waited to speak was acceptable 94.5% 5.5% Q2d Employee was tech competent 92.7% 7.3% Q2e Employee was courteous 95.2% 4.8% Q2f Employee treated you with respect 95.5% 4.5% Q2g What was needed to address concern 78.9% 21.1% Q2h Employee resolved question/concern 82.5% 17.5% If NO to Q2h ask Q2" and Q2 Q2j Any followup regarding issue status 20.8% 79.2% ETC Institute (2013) 18 WEIGHTED 3rd QUARTER RESULTS MSD Post Contact Survey (3rd Quarter Results) Q2i. Why not? [B=Billingl Survey type Problem Description Contact Person Q2i Why not? B CUSTOMER CALLED B BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY B B B B B B B B B BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY CINDY FRY NATASHA M BISHOP CAROLL ROGERS CAROLL ROGERS CAROLL ROGERS EMILY LOPEZ FELICIA YANCEY FLORISSANT JACQUELINE GOSSETT JAIME DIXSON JAIME DIXSON I NEVER RECEIVED A RETURN CALL CALLED 2 DIFFERENT DAYS & GOT 2 DIFFERENT ANSWERS CAN'T PUT NAME OF THE HOME IN MY CUSTOMERS NAME FIRST PERSON I TALKED TO DIDN'T HELP PEOPLE DID NOT KNOW WHAT THEY WERE TALKING ABOUT SHE DID NOT KNOW HOW TO SOLVE HER PROBLEM TAXES WENT UP DID NOT UNDERSTAND WANTS TO KNOW WHY BILL WENT UP SO HIGH SENT HER A PAYMENT TWICE THROUGH MAIL NOT HAPPY WITH EXPLANATION GIVEN ABOUT INCREASES NOTHING GOT DONE FOR MONTHS ETC Institute (2013) 19 WEIGHTED 3rd QUARTER RESULTS MSD Post Contact Survey (3rd Quarter Results) Q2i. Why not? [B=Billingl Survey type Problem Description Contact Person Q2i Why not? B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY JEANETTE STREATER JEANETTE STREATER JEANETTE STREATER LINDA SALAZAR NATASHA M BISHOP ORLANDOS HUMPHREY ORLANDOS HUMPHREY SPENCER THOMAS SPENCER THOMAS TUNISIA HUDDLESTON TUNISIA HUDDLESTON ASKED WHY SEWER BILL WAS HIGHER THAN WATER BILL MSD GOT MIXED UP I WAS PAYING FOR 2 ACCOUNTS WANTED AN ANSWER TAKING TOO LONG NO CALL BACK IF I DON'T PAY THEY WILL PUT A LEAN ON MY HOUSE DID NOT GET ADEQUATE ANSWER ASKED FOR FORM TO BE MAILED STILL HAVEN'T GOT IT HAS HAD PROBLEMS FOR OVER 1 YEAR SENDING THE BILL NOT SURE IF WE ARE USING SERVICE SENT WRONG BILL AMOUNT & NO ONE LIVES AT THE HOME I HAVE TO LOOK AT MY WATER BILL READING MY BILL WENT UP & DIDN'T GIVE ME A CLEAR ANSWER ETC Institute (2013) 20 WEIGHTED 3rd QUARTER RESULTS MSD Post Contact Survey (3rd Quarter Results) Q2i. Why not? [B=Billingl Survey type Problem Description Contact Person Q2i Why not? B BILLING INQUIRY B B B B B B B B BILLING INQUIRY BILLLING INQUIRY CHANGE CUSTOMER ACCT INFO CHANGE CUSTOMER ACCT INFO CHANGE CUSTOMER ACCT INFO CHANGE CUSTOMER/ ACCT INFO CHANGE CUSTOMER/ ACCT INFO CHANGE CUSTOMER/ ACCT INFO VANESSA SOLIZ VANESSA SOLIZ FELICIA YANCEY EMILY LOPEZ JACQUELINE GOSSETT SHEILA BOWERS GIDGET TAYLOR JAIME DIXON SHEILA BOWERS HE WANTED BILL IN RENTERS NAME & THEY TOLD HIM NO WAS SUPPOSED TO SEND PAPERS STILL HAS NOT NOT SURE OF WHY MY BILL WAS RAISED A RATE INCREASE THE BILL WAS RAISED NOT SURE WHY/EXPLAINED TO ME I SHOULD BE ABLE TO CONDUCT BUSINEESS OVER PHONE ON HER BILL THEY HAVE A TENANTS NAME TAKE PROWELL OFF BILL DIVORCED WANTS FLEMING ON IT BECAUSE HAD TO DRIVE THERE TO GET IT DONE IT TOOK 2 YEARS & HE WAS CONTACTED BY COLLECTIONS ETC Institute (2013) 21 WEIGHTED 3rd QUARTER RESULTS MSD Post Contact Survey (3rd Quarter Results) Q2i. Why not? [B=Billingl Survey type Problem Description Contact Person Q2i Why not? B CHANGE CUSTOMER/ ACCT INFO B CHANGE CUSTOMER/ ACCT INFO SHEILA BOWERS SHEILA BOWERS NOT RECEIVING A BILL REFUSED PAYMENT HER NAME WAS NOT THE ACCOUNT ETC Institute (2013) 22 MSD Post Contact Survey (3rd Quarter Results) WEIGHTED 3rd QUARTER RESULTS Q2i. Why not? fF=Field Service] Work Grouped Order Service problem Survey type Number Area Code Crew Member #1 Department Responsible Q2i Why not? F SU 2 MAINTENANCE DIDN'T SEND SOMEONE OUT TO HOUSE F MI 2 MAINTENANCE SHE TOLD ME IT WAS MY PROBLEM -NOT MSD F 2236641 SU 1 HARWELL MAINTENANCE- ISSUE IS TAKING A CONSTRUCTION LONG TIME TO RESOLVE F 2242842 SU 2 VOLLMER MAINTENANCE DIDN'T SEND ANYONE OUT TO CHECK OUT FLOODING F 2242965 GR 2 THIEL MAINTENANCE FIGHTING OVER WHO IS RIGHT ABOUT THE PROBLEM F 2243977 MI 2 MUELLER MAINTENANCE DIDN'T GIVE PROPER INFO HOW TO HANDLE THE PROBLEM F 2244230 MI 3 MOORE MAINTENANCE/ NEVER HEARD OF ENGINEERING ANYTHING GETTING BACK WITH ME F 2246550 SU 2 BAILEY MAINTENANCE NOT PROFESSIONAL AT ALL F 2247251 MI 2 KLAGES MAINTENANCE STILL PENDING F 2247267 SU 2 HARWELL MAINTENANCE TRANSFERRED TO SUPERVISOR PROBLEM NOT SOLVED ETC Institute (2013) 23 MSD Post Contact Survey (3rd Quarter Results) WEIGHTED 3rd QUARTER RESULTS Q2i. Why not? IF=Field Service] Work Order Survey type Number Service Area Grouped problem Code Crew Member #1 Department Responsible Q2i Why not? F 2247286 GR 4 F 2249798 SU 2 F 2250179 MI 3 F 2271527 GR 1 F 2273778 SU 2 F 2276316 MI 2 F 2277641 MI 1 F 2278503 MI 1 F 2279199 MI 4 F 2290151 GR 1 F 2290343 MI 1 F 2305778 MI 4 VILCHIS VILCHIS JAMES MARTIN A SIMON HARWELL MAINTENANCE MAINTENANCE MAINTENANCE CONSTRUCTION/ MAITENANCE MAINTENANCE MARCUS L JOHNSON MAINTENANCE DIERING CONSTRUCTION/ MAINTENANCE ROBERT E DIERING CONSTRUCTION/ MAINTENANCE PLUMMER CONSTRUCTION JOURDAIN MAINTENANCE WELDELE CONSTRUCTION/ MAINTENANCE JOHNSON MAINTENANCE MSD SAID SEWER LINES WAS FINE NOT THEIR PROBLEM THEY DIDN'T TELL ME WHEN THEY WOULD COME OUT THEY PASSED ME OFF TO ANOTHER PERSON NOTHING DONE THEY WEREN'T FRIENDLY OR KNOWLEDGEABLE NOT FIXED/DON'T LISTEN WAS NOT MSD'S PROBLEM TO RESOLVE JUST SAID THEY WOULD PASS ON MSD SAID IT WAS NOT THEIR PROBLEM TO SOLVE IT THIS IS A REPEAT CAVE-IN & THEY WERE NOT QUALIFIED NOBODY EVER GOT BACK WITH ME STILL HAVEN'T FIXED THE PROBLEM ETC Institute (2013) 24 MSD Post Contact Survey (3rd Quarter Results) WEIGHTED 3rd QUARTER RESULTS Q2i. Why not? IF=Field Service] Work Order Survey type Number Service Area Grouped problem Code Crew Member #1 Department Responsible Q2i Why not? F 2307204 GR F F F F F F 2310615 MI 2313836 SU 2313863 SU 2318420 GR 2321821 GR 2335413 SU 1 1 4 3 1 1 4 JOURDAIN JOHNSON DAVIS ROWLAND THIEL MUELLER HARWELL CONSTRUCTION/ MAINTENANCE CONSTRUCTION/ MAINTENANCE MAINTENANCE MAINTENANCE/ ENGINEERING CONSTRUCTION/ MAINTENANCE CONSTRUCTION/ MAINTENANCE MAINTENANCE PROBLEM HASN'T BEEN RESOLVED NO ONE HAS BEEN OUT TO FIX IT/NO RESPONSE SHE JUST TOLD ME TO CALL A PLUMBER THEY HAVEN'T RESOLVED THE PROBLEM WITH THE SEWER CAVE-IN HASN'T BEEN RESOLVED THEY DID NOT RESOLVE THE PROBLEM CONCERN THEY DIDN'T ADDRESS THE PROBLEM OR CONCERN ETC Institute (2013) 25 MSD Post Contact Survey (3rd Quarter Results) WEIGHTED 3rd QUARTER RESULTS Q2. Based on your experience with the employees you spoke with by phone, please answer the following questions. [Billing only] (N=225) BILLING Yes No 1 2 Q2a Easy to determine phone # to call 92.8% 7.2% Q2b MSD Customer Service Ctr open 98.2% 1.8% Q2c Time waited to speak was acceptable 94.5% 5.5% Q2d Employee was tech competent 93.2% 6.8% Q2e Employee was courteous 96.4% 3.6% Q2f Employee treated you with respect 96.4% 3.6% Q2g What was needed to address concern 88.6% 11.4% Q2h Employee resolved question/concern 85.1% 14.9% If NO to Q2h ask Q2" and Q2 Q2j Any followup regarding issue status 6.1% 93.9% ETC Institute (2013) 26 MSD Post Contact Survey (3rd Quarter Results) WEIGHTED 3rd QUARTER RESULTS Q2. Based on your experience with the employees you spoke with by phone, please answer the following questions. [Field service only] (N=225) FIELD SERVICE Yes No 1 2 Q2a Easy to determine phone # to call 91.4% 8.6% Q2b MSD Customer Service Ctr open 95.0% 5.0% Q2c Time waited to speak was acceptable 94.5% 5.5% Q2d Employee was tech competent 92.2% 7.8% Q2e Employee was courteous 94.1% 5.9% Q2f Employee treated you with respect 94.5% 5.5% Q2g What was needed to address concern 69.2% 30.8% Q2h Employee resolved question/concern 80.0% 20.0% If NO to Q2h ask Q2" and Q2 Q2j Any followup regarding issue status 31.8% 68.2% ETC Institute (2013) 27 MSD Post Contact Survey (3rd Quarter Results) WEIGHTED 3rd QUARTER RESULTS Q2. Based on your experience with the employees you spoke with by phone, please answer the following questions. [Cave in onlyJ (N=56) CAVE IN Yes No 1 2 Q2a Easy to determine phone # to call 96.4% 3.6% Q2b MSD Customer Service Ctr open 98.2% 1.8% Q2c Time waited to speak was acceptable 94.5% 5.5% Q2d Employee was tech competent 92.6% 7.4% Q2e Employee was courteous 96.4% 3.6% Q2f Employee treated you with respect 98.2% 1.8% Q2g What was needed to address concern 57.4% 42.6% Q2h Employee resolved question/concern 76.8% 23.2% If NO to Q2h ask Q2" and Q2 Q2j Any followup regarding issue status 38.5% 61.5% ETC Institute (2013) 28 MSD Post Contact Survey (3rd Quarter Results) WEIGHTED 3rd QUARTER RESULTS Q2. Based on your experience with the employees you spoke with by phone, please answer the following questions. [Water backup only] (N=60) WATER BACKUP Yes No 1 2 Q2a Easy to determine phone # to call 93.1% 6.9% Q2b MSD Customer Service Ctr open 100.0% 0.0% Q2c Time waited to speak was acceptable 94.7% 5.3% Q2d Employee was tech competent 87.7% 12.3% Q2e Employee was courteous 87.7% 12.3% Q2f Employee treated you with respect 87.7% 12.3% Q2g What was needed to address concern 71.7% 28.3% Q2h Employee resolved question/concern 71.9% 28.1% If NO to Q2h ask Q2" and Q2 Q2j Any followup regarding issue status 18.8% 81.3% ETC Institute (2013) 29 MSD Post Contact Survey (3rd Quarter Results) WEIGHTED 3rd QUARTER RESULTS Q2. Based on your experience with the employees you smoke with by phone, please answer the following questions. IStormwater problem codes for Field service] (N=54) STORMWATER Yes No 1 2 Q2a Easy to determine phone # to call 83.0% 17.0% Q2b MSD Customer Service Ctr open 88.5% 11.5% Q2c Time waited to speak was acceptable 96.1% 3.9% Q2d Employee was tech competent 96.1% 3.9% Q2e Employee was courteous 96.2% 3.8% Q2f Employee treated you with respect 96.2% 3.8% Q2g What was needed to address concern 75.0% 25.0% Q2h Employee resolved question/concern 86.5% 13.5% If NO to Q2h ask Q2" and Q2 Q2j Any followup regarding issue status 57.1% 42.9% ETC Institute (2013) 30 MSD Post Contact Survey (3rd Quarter Results) WEIGHTED 3rd QUARTER RESULTS 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=55) OTHER Yes No 1 2 Q2a Easy to determine phone # to call 92.7% 7.3% Q2b MSD Customer Service Ctr open 92.6% 7.4% Q2c Time waited to speak was acceptable 92.6% 7.4% Q2d Employee was tech competent 92.7% 7.3% Q2e Employee was courteous 96.4% 3.6% Q2f Employee treated you with respect 96.4% 3.6% Q2g What was needed to address concern 73.6% 26.4% Q2h Employee resolved question/concern 85.5% 14.5% If NO to Q2h ask Q2" and Q2 Q2j Any followup regarding issue status 25.0% 75.0% ETC Institute (2013) 31 MSD Post Contact Survey (3rd Quarter Results) WEIGHTED 3rd QUARTER RESULTS 03. Did MSD employees make a service call to your home or neighborhood in the past 60 days? N=450 Survey type Total Field service Billing F B Total 50.0% 50.0% 100.0% Q3 Service call in last 60 days 1=Yes 67.6% 3.6% 35.6% 2=No 32.4% 96.4% 64.4% Q3a. Did the MSD employees complete the service? Q3a MSD employees completed service Number Percent 1=Yes 90 56.3 % 2=No 45 28.1 % 3=Not sure 25 15.6 % Total 160 100.0 % Q4. Based on your experience with the employees who visited your home or neighborhood, please answer the following questions. [OVERALL FIELD SERVICE] (N=160) OVERALL FIELD SERVICE Yes No 1 2 Q4a Did MSD employee arrive on time 98.8% 1.3% Q4b MSD employee appearance professional 100.0% 0.0% Q4c Employee technically competent 97.3% 2.7% Q4d Was MSD employee courteous 97.2% 2.8% Q4e Repairs/service improvement timely 92.5% 7.5% Q4f What was needed to address concern 83.8% 16.2% Q4g Employee resolved issue or concern 81.2% 18.8% if NO to Q4. ask Q4i and Q4 q4i Any followup regarding issue status 13.3% 86.7% ETC Institute (2013) 32 MSD Post Contact Survey (3rd Quarter Results) WEIGHTED 3rd QUARTER RESULTS Q4h. Why not? [B=Billingl Survey Resoluti- type Problem Description on Code Q4h If not why B BILLING INQUIRY THEY MADE SUGGESTIONS BUT OUT OF THEIR HANDS ETC Institute (2013) 33 MSD Post Contact Survey (3rd Quarter Results) WEIGHTED 3rd QUARTER RESULTS Q4h. Why not? fF=Field Service] Work Order Survey type Number F F F F F F F F F F F F F Grouped Service problem Area Code Crew Member #1 2 2 2229322 MI 2 2244090 SU 2 2244122 GR 2 2268945 MI 2 2270047 SU 2 2270111 MI 3 2272074 MI 2 2272962 GR 2 2277050 GR 3 2314060 GR 4 2317450 MI 1 2319760 GR 1 DAILY JR DAVIS BOYD DAILY HAEWELL SITI H WILSON ROBIN M WILLIS KEVIN L MULLEN RUMPSA AUGUSTINE JOHNSON JOURDAIN Department Responsible MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE/ ENGINEERING MAINTENANCE MAINTENANCE MAINTENANCE/ ENGINEERING CONSTRUCTION/ MAINTENANCE CONSTRUCTION CONSTRUCTION/ MAINTENANCE Q4h If not why TOLD THEM IT WAS THEIR PROBLEM/NO GOOD ANSWERS THEY DIDN'T ADDRESS THE CONCERN OR FIX PROBLEM DIDN'T FIX THE ISSUE OR HELPED TOOK PICTURES BUT NEVER FIXED ISSUE ISSUE HAS NOT BEEN SOLVED THEY DIDN'T FIND A PROBLEM THEY SAID IT WAS NOT MSD'S PROBLEM WAS TOLD TO CALL A PLUMBER SAID NOT MSD'S ISSUE MSD SAID CONTACT A PLUMBER WAS NOT MSD'S PROBLEM THE PROBLEM HAS HAPPENED AGAIN DON'T KNOW WHAT THEY DID THE PROBLEM IS STILL THERE ETC Institute (2013) 34 MSD Post Contact Survey (3rd Quarter Results) WEIGHTED 3rd QUARTER RESULTS Q4h. Why not? fF=Field Service] Work Order Survey type Number F 2322886 F Service Area SU 2334107 GR Grouped problem Code 4 4 Crew Member #1 LOVE ROUSSEAU Department Responsible CONSTRUCTION/ MAINTENANCE MAINTENANCE Q4h If not why THEY SAID THEY DIDN'T NEED TO FIX IT DIDN'T DO ANYTHING NOTHING ON THEIR END ETC Institute (2013) 35 MSD Post Contact Survey (3rd Quarter Results) WEIGHTED 3rd QUARTER RESULTS Q4. Based on your experience with the employees who visited your home or neighborhood, please answer the following questions. [CAVE-INS ONLY] (N=38) CAVE IN Yes No 1 2 Q4a Did MSD employee arrive on time 92.9% 7.1% Q4b MSD employee appearance professional 100.0% 0.0% Q4c Employee technically competent 91.7% 8.3% Q4d Was MSD employee courteous 100.0% 0.0% Q4e Repairs/service improvement timely 92.9% 7.1% Q4f What was needed to address concern 75.0% 25.0% Q4g Employee resolved issue or concern 85.7% 14.3% if NO to Q4 • ask Q4i and Q4h q4i Any followup regarding issue status 0.0% 100.0% ETC Institute (2013) 36 MSD Post Contact Survey (3rd Quarter Results) WEIGHTED 3rd QUARTER RESULTS Q4. Based on your experience with the employees who visited your home or neighborhood, please answer the following questions. [WATER BACKUP ONLY] (N=38) 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 95.2% 4.8% Q4d Was MSD employee courteous 90.5% 9.5% Q4e Repairs/service improvement timely 78.9% 21.1% Q4f What was needed to address concern 90.0% 10.0% Q4g Employee resolved issue or concern 65.2% 34.8% if NO to Q4 • ask Q4i and Q4h q4i Any followup regarding issue status 0.0% 100.0% ETC Institute (2013) 37 MSD Post Contact Survey (3rd Quarter Results) WEIGHTED 3rd QUARTER RESULTS Q4. Based on your experience with the employees who visited your home or neighborhood, please answer the following questions. ISTORMWATER1 (N=38) STORMWATER 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 82.4% 17.6% Q4g Employee resolved issue or concern 83.3% 16.7% if NO to Q4 • ask Q4i and Q4h q4i Any followup regarding issue status 0.0% 100.0% ETC Institute (2013) 38 MSD Post Contact Survey (3rd Quarter Results) WEIGHTED 3rd QUARTER RESULTS 04. 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=38) OTHER 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 84.2% 15.8% Q4g Employee resolved issue or concern 91.7% 8.3% if NO to Q4 • ask Q4i and Q4h q4i Any followup regarding issue status 66.7% 33.3% ETC Institute (2013) 39 MSD Post Contact Survey (3rd Quarter Results) WEIGHTED 3rd QUARTER RESULTS Q5. Did MSD or any of its employees do anything you really LIKED? EB=BillingI Survey type Problem Description Contact Person Q5 Really LIKED B BILLLING INQUIRY B BILING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY FELICIA YANCEY CAROLL ROGERS NATASHA M BISHOP MEAGHAN BELL JACQUELINE GOSSETT CAROLL ROGERS CAROLL ROGERS DORA POULLOS NATASHA M BISHOP MEAGHAN BELL BOSSIE ROBERT FELICIA YANCEY ANDREA TINDAL LINDA SATAZAR SHELLEY WALKER CAROLL ROGERS JAIME DIXSON DAVID KRUPINSKI ORLANDOS HUMPHREY VERY COURTEOUS HELPED WITH BILLING ACCEPT APPLICATIONS ALWAYS HELPFUL ANSWERED ALL MY QUESTIONS CONVERSATION WAS POSITIVE COURTEOUS COURTEOUS GREAT ATTITUDE CUT COST OF BILL DID THEIR JOB AND I LIKED THAT DID THEIR JOB EVERYTHING WENT GREAT NO PROBLEMS EVERYTHING WAS ANSWERED EVERYTHING WAS GOOD EVERYTHING WAS GOOD GUY THAT CAME OUT DID A GOOD JOB HELPED QUICKLY AND VERY PROFESSIONAL HELPED WITH SOME RESEARCH HELPFUL HEY HELPED ETC Institute (2013) 40 MSD Post Contact Survey (3rd Quarter Results) WEIGHTED 3rd QUARTER RESULTS Q5. Did MSD or any of its employees do anything you really LIKED? EB=BillingI Survey type Problem Description Contact Person Q5 Really LIKED B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY CAROLL ROGERS JEANETTE STREATER NATASHA M BISHOP ORLANDOS HUMPHREY FELICIA YANCEY JAIME DIXSON JEANETTE STREATER SPENCER THOMAS MEAGHAN BELL CAROLL ROGERS SPENCER THOMAS JEANETTE STREATER TUNISIA HUDDLESTON CAROLL ROGERS SHELLEY WALKER JACQUELINE GOSSETT CAROLL ROGERS MEADHAN BELL B BILLING INQUIRY FELICIA YANCEY IF THERE WAS A LATE FEE TOLD ME I COULD REMOVE IT JUST DID THEIR JOB JUST DID THEIR JOB TOLD ME WHO I NEEDED TO CALL JUST DOING THEIR JOB JUST THEIR SERVICE LISTENED TO CONCERN AND CORRECTED PROBLEM/VERY HELPFUL MADE THE PRICE OF MY SEWER BILL LOWER NICE AND COURTEOUS NICE AND COURTEOUS NICE AND KNOWLEDGEABLE OVER THE PHONE NICE AND PROFESSIONAL NO REPONSE NO RSPONSE ONE WAS NICE & HELPFUL BUT THE FIRST ONE WAS NOT PLEASANT PROVIDED GOOD SERVICE QUICK TO HELP SOLVED PROBLEM OVER THE PHONE SPOKE COURTEOUS ETC Institute (2013) 41 MSD Post Contact Survey (3rd Quarter Results) WEIGHTED 3rd QUARTER RESULTS Q5. Did MSD or any of its employees do anything you really LIKED? EB=BillingI Survey type Problem Description Contact Person Q5 Really LIKED B B B B B B B B B B B B B B B B B B B B B B B BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY SHELLY WALKER EMILY LOPEZ CAROLL ROGERS SPENCER THOMAS TUNISIA HUDDLESTON NATASHA M BISHOP MEAGHAN BELL JACQUELINE GOSSETT ORLANDOS HUMPHREY JEANETTE STREATER CAROLL ROGERS JACQUELINE GOSSETT SHEILA BOWERS MEAGHAN BELL CAROLL ROGERS CAROLL ROGERS JEANETTE STREATER TUNSIN HUDDLESTON NATASHA M BISHOP ORLANDOS HUMPHREY FELICIA YANCEY MEAGHAN BELL CAROLL ROGERS THEY ARE FINALLY MEETING EXPECTATIONS THEY ARE PLEASANT THEY DID A GOOD JOB THEY DID THEIR JOB & DID A GOOD JOB THEY TOLD ME MY BILL IS HIGHER & I LIKED THAT THEY WENT THE EXTRA STEP TO ANSWER MY QUESTION THEY WERE COURTEOUS THEY WERE FINE THEY WERE PROFESSIONAL TOOK CARE OF IT QUICKLY VERY COURTEOUS VERY COURTEOUS VERY FRIENDLY VERY GOOD INFORMATION THEY GAVE ME VERY HELPFUL VERY HELPFUL AND COURTEOUS VERY HEPLFUL VERY KNOWLEDGEABLE AND HELPFUL VERY NICE AND HELPFUL VERY PROFESSIONAL VERY WONDERFUL WAS EASY WAS SATISFIED ETC Institute (2013) 42 MSD Post Contact Survey (3rd Quarter Results) WEIGHTED 3rd QUARTER RESULTS Q5. Did MSD or any of its employees do anything you really LIKED? EB=BillingI Survey type Problem Description Contact Person Q5 Really LIKED B B B B B B B B B B B B B B B BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY CHANGE CUSTOMER ACCT INFO CHANGE CUSTOMER ACCT INFO CHANGE CUSTOMER ACCT INFO CHANGE CUSTOMER/ACCT INFO CHANGE CUSTOMER/ACCT INFO CHANGE CUSTOMER/ACCT INFO CHANGE CUSTOMER/ACCT INFO CHANGE CUSTOMER/ACCT INFO CHANGE CUSTOMER/ACCT INFO CHANGE CUSTOMER/ACCT INFO NATASHA M BISHOP SHELLEY WALKER ANGELICA RIVAS DIAZ CAROLL ROGERS SHEILA BOWERS SPENCER THOMAS EMILY LOPEZ CAROLL ROGERS SHEILA BOWERS EMILY LOPEZ EMILY LOPEZ SHELLEY WALKER MEAGHAN BELL CAROLL ROGERS JEANETTE STREATER WAS VERY NICE AND HELPFUL WENT BEYOND WHAT WAS NEEDED WERE COURTEOUS WHEN THEY FINALLY RESOLVED THE PROBLEM YES EVERYTHING IS GOOD EASY AND QUICK I REQUESTED PAPERWORK AND THEY PROMPLY SENT IT NO JUST DID THEIR JOB ALWAYS HAVE GOOD COMMUNICATION WITH THEM ANSWERED MY QUESTIONS COURTEOUS CUSTOMER SERVICE WAS GOOD DID WHAT NEEDED TO BE DONE HAVE NOT HAD A LOT OF CONTACT WITH THEM JUST DID THEIR JOB ETC Institute (2013) 43 MSD Post Contact Survey (3rd Quarter Results) WEIGHTED 3rd QUARTER RESULTS Q5. Did MSD or any of its employees do anything you really LIKED? EB=BillingI Survey type Problem Description Contact Person Q5 Really LIKED CHANGE CUSTOMER/ACCT INFO CHANGE CUSTOMER/ACCT INFO CHANGE CUSTOMER/ACCT INFO CHANGE CUSTOMER/ACCT INFO CHANGE CUSTOMER/ACCT INFO CHANGE CUSTOMER/ACCT INFO CHANGE CUSTOMER/ACCT INFO CHANGE CUSTOMER/ACCT INFO CHANGE CUSTOMER/ACCT INFO CHANGE CUSTOMER/ACCT INFO CHANGE CUSTOMER/ACCT INFO CUSTOMER CALLED CUSTOMER CALLED CUSTOMER CALLED CUSTOMER CALLED GIDGET TAYLOR SHEILA BOWERS SHELLEY WALKER CHARLOTTE FERGUSON NATASHA M BISHOP SHEILA BOWERS JACQUELINE GOSSETT SHEILA BOWERS FELICIA YANCEY MEAGHAN BELL JAIME DIXON CYNTHIA WOMACK DEA DELUGOS SHEILA CLAYTON KAREN MCDOWELL JUST NICE MADE IT EASY NO REPSPONSE ON TIME QUICK AND EASY SOME OF THEM THEY DID THEIR JOB THEY WERE COURTEOUS VERY COURTEOUS/TOOK CARE OF EVERYTHING VERY NICE AND PROFESSIONAL WHEN FINALLY GOT WATER SHUT OFF CALLED TO CONFIRM REIMBURSE EMPLOYEE GREAT AT ASSISTING HELPED WITH MY PROBLEM EMPLOYEES WERE VERY RESPECTFUL SEEMS THINGS ARE GETTING A LOT BETTER ETC Institute (2013) 44 MSD Post Contact Survey (3rd Quarter Results) WEIGHTED 3rd QUARTER RESULTS Q5. Did MSD or any of its employees do anything you really LIKED? EB=BillingI Survey type Problem Description Contact Person Q5 Really LIKED B CUSTOMER CALLED B CUSTOMER CALLED B EFT INQUIRY REQUEST B GROUP BILL RESEARCH- COLLE B MOVE IN -CUSTOMER CALL B MOVE OUT -CUSTOMER CALL RISHA COLLINS JUDITH RADWICH SHERRY BELL JACQUELINE GOSSETT JOHN ZIDZIK TONI HANCOCK VERY HELPFUL VERY NICE AND HELPFUL SHE DID A GOOD JOB DIDN'T CHARGE A LATE FEE THEY WERE POLITE & RESPECTFUL THEY DID THEIR JOB/THAT IS NOT ALWAYS EASY ETC Institute (2013) 45 MSD Post Contact Survey (3rd Quarter Results) WEIGHTED 3rd QUARTER RESULTS Q5. Did MSD or any of its employees do anything you really LIKED? IF=Field Service] Service Survey type Area F GR F F F F F F F F F F F F F GR GR GR GR GR GR GR GR GR GR GR GR GR Grouped problem Code 2 1 3 4 2 3 4 4 3 4 4 1 1 4 Crew Member #1 THIEL SIMON PIERCE MULLEN HERB E THIEL GASSNER VILCHIS ROUSSEAU ROWLAND VILCHIS RUSSELL ALONZO MUELLER THIEL Department Responsible MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE CONSTRUCTION/ MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE CONSTRUCTION/ MAINTENANCE CONSTRUCTION/ MAINTENANCE CONSTRUCTION/ MAINTENANCE MAINTENANCE Q5 Really LIKED ALL VERY NICE EMPLOYEES ALL WERE VERY HELPFUL DID NICE WORK DID WORK IN A TIMELY MANNER EMPLOYEE VERY NICE WENT ABOUVE AND BEYOND EMPLOYEES AND TIME FRAME GREAT FIXED PROBLEM GOT THERE QUICKLY HOPEFULLY FIXED THE PROBLEM JESSE WAS VERY FRIENDLY & POINTED OUT THE PROBLEM JUST FIXED THE PROBLEM QUICK RESPONSE REALLY GOOD SERVICE RESPONDED IN A TIMELY MANNER ETC Institute (2013) 46 MSD Post Contact Survey (3rd Quarter Results) WEIGHTED 3rd QUARTER RESULTS Q5. Did MSD or any of its employees do anything you really LIKED? IF=Field Service] Grouped Service problem Survey type Area Code Crew Member #1 Department Responsible Q5 Really LIKED F GR 4 THIEL CONSTRUCTION/ THEY CAME OUT MAINTENANCE QUICKLY AND CHECKED THINGS OUT F GR 1 OTTO CONSTRUCTION/ THEY CAME TO MY MAINTENANCE DOOR & TOLD ME WHAT THEY NEEDED TO DO F GR 1 JOURDAIN MAINTENANCE THEY DID FINALLY FIX IT F GR 1 MUELLER CONSTRUCTION/ THEY FILLED IN THE MAINTENANCE HOLE & LEFT THE PROPERTY VERY NICE F GR 4 THIEL MAINTENANCE THEY FIXED THE PROBLEM F GR 2 ROUSSEAU MAINTENANCE THEY FIXED THE PROBLEM AND DID A GOOD JOB F GR 1 JOURDAIN CONSTRUCTION/ THEY HAD A GREAT MAINTENANCE ATTITUDE & TOOK CARE OF THE PROBLEM F GR 1 JOURDAIN CONSTRUCTION/ THEY HAD SOMEONE MAINTENANCE COVER THE CAVE-IN F GR 1 THIEL CONSTRUCTION/ THEY RESPONDED MAINTENANCE F GR 3 RUMPSA MAINTENANCE/ THEY RESPONDED ENGINEERING AND ACTUALLY CAME OUT ETC Institute (2013) 47 MSD Post Contact Survey (3rd Quarter Results) WEIGHTED 3rd QUARTER RESULTS Q5. Did MSD or any of its employees do anything you really LIKED? [F=Field Service] Service Survey type Area F GR F GR F GR F GR F GR F GR F GR F GR F F F F F F F F GR GR GR GR GR GR MI MI Grouped problem Code 4 4 4 1 1 1 4 2 4 2 4 1 2 3 1 4 Crew Member #1 THIEL AUGUSTINE THIEL PATRICK JOURDAIN ALONZO MILLER AUGUSTINE VILCHIS ALONZO THIEL ALONZO KEVIN L MULLEN DOMNIC GARDNER Department Responsible CONSTRUCTION/ MAINTENANCE CONSTRUCTION/ MAINTENANCE MAINTENANCE CONSTRUCTION CONSTRUCTION/ MAINTENANCE CONSTRUCTION/ MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE CONSTRUCTION MAINTENANCE MAINTENANCE CONSTRUCTION/ MAINTENANCE MAINTENANCE Q5 Really LIKED THEY TOOK CARE OF THE ISSUE QUICKLY THEY TRIED TO FIX THE PROBLEM THEY WERE COURTEOUS & ADDRESSED THE PROBLEMS THEY WERE NICE THEY WERE NICE THEY WERE NICE ON THE PHONE THEY WERE VERY FRIENDLY THEY WERE VERY FRIENDLY & TOOK CARE OF THE PROBLEM THEY WERE VERY HELPFUL AND PROMPT VERY COURTEOUS VERY NICE VERY PROFESSIONAL VERY PROMPT WONDERFUL ALL ENPLOYEES HAVE BEEN TERRIFIC ALL PERFECT ETC Institute (2013) 48 MSD Post Contact Survey (3rd Quarter Results) WEIGHTED 3rd QUARTER RESULTS Q5. Did MSD or any of its employees do anything you really LIKED? IF=Field Service] Grouped Service problem Survey type Area Code F MI 2 F MI 4 F MI 4 F MI 3 F MI 4 F MI 1 F MI 2 F MI 3 F MI 2 F MI 4 F MI 4 F MI 3 F MI 3 F MI 3 Crew Member #1 MULLEN PLUMMER MOORE KLAGES DONALD R DAVIS BAILEY MULLEN WILSON JAMES MOORE JOHNSON HENRY HENRY Department Responsible MAINTENANCE CONSTRUCTION/ MAINTENANCE CONSTRUCTION MAINTENANCE CONSTRUCTION CONSTRUCTION/ MAINTENANCE MAINTENANCE MAINTENANCE/ ENGINEERING MAINTENANCE MAINTENANCE CONSTRUCTION/ MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE/ ENGINEERING Q5 Really LIKED CAME OUT AND DID THEIR JOBS COMPLETED TASK CONTACTED HIM WHEN NEEDED COURTEOUS DID WHAT THEY ARE SUPPOSE TO DO EFFICENT AND RESPECTFUL EMPLOYEES APPEARANCE WAS PROFESSIONAL EVERYONE WAS COURTEOUS EVERYTHING WENT GREAT/FOUND OUT NOT MSD'S PROBLEM EXPLAINED IN GREAT DETAIL WHAT WAS WRONG FIXED THE PROBLEM GOOD RESPONSE IT WAS ALL GOOD LIKED THE FACT THAT THEY CALLED ME BACK ETC Institute (2013) 49 MSD Post Contact Survey (3rd Quarter Results) WEIGHTED 3rd QUARTER RESULTS Q5. Did MSD or any of its employees do anything you really LIKED? IF=Field Service] Service Survey type Area F MI F F F F F F F F F F F MI MI MI MI MI MI MI MI MI MI MI Grouped problem Code 4 4 1 2 2 2 1 2 4 4 2 4 Crew Member #1 JOHNSON Department Responsible MAINTENANCE PLUMMER CONSTRUCTION ROBERT E DIERING CONSTRUCTION/ MAINTENANCE MULLEN MAINTENANCE JAMES MAINTENANCE ROBIN M WILLIS DAILY MUELLER JOHNSON JOHNSON THIEL JOHNSON MAINTENANCE CINSTRUCTION/ MAINTENANCE MAINTENANCE CONSTRUCTION/ MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE Q5 Really LIKED LIKED THE FOLLOW UP LETTER NOTHING PUT IN NEW LINES RESPONDED QUICKLY SHOWED ME WHAT THE PROBLEM WAS SHOWED UP SUPERVISOR & HIS ASSISTANT WERE VERY CONCERNED HELPFUL SUPERVISOR CAME OUT TO GIVE HIM THE CORRECT INFORMATION THE RESPONSIVENESS THERE WAS A NOTE ON MY DOOR & E-MAIL WHICH WAS NICE THEY ALWAYS DO A GOOD JOB THEY CAME OUT RIGHT AWAY & CHECKED EVERYTHING ETC Institute (2013) 50 MSD Post Contact Survey (3rd Quarter Results) WEIGHTED 3rd QUARTER RESULTS Q5. Did MSD or any of its employees do anything you really LIKED? IF=Field Service] Grouped Service problem Survey type Area Code Crew Member #1 Department Responsible Q5 Really LIKED F MI 4 DAILY CONSTRUCTION THEY DO THEIR JOB BUT IT DOESN'T HOLD UP F MI 2 DAILY MAINTENANCE THEY RESPONDED QUICKLY F MI 4 DAILY CONSTRUCTION THEY RESPONDED QUICKLY F MI 3 KLAGES MAINTENANCE THEY SOLVED THE PROBLEM & SENT A FOLLOW UP LETTER F MI 1 JOHNSON CONSTRUCTION/ THEY TESTED THE MAINTENANCE WATER WITH DYE F MI 2 MAINTENANCE THEY TOOK CARE OF THE PROBLEM F MI 1 JOHNSON CONSTRUCTION/ THEY TRIED TO FIND MAINTENANCE OUT WHAT WAS WRONG F MI 4 JOHNSON MAINTENANCE THEY WERE COURTEOUS/ PROFESSIONAL AND INFORMATIVE F MI 4 MOORE CONSTRUCTION THEY WERE VERY HELPFUL PROFESSIONAL AND COURTEOUS F MI 4 JOHNSON MAINTENANCE THEY WERE VERY RESPONSIVE & WERE OUT RIGHT AWAY ETC Institute (2013) 51 MSD Post Contact Survey (3rd Quarter Results) WEIGHTED 3rd QUARTER RESULTS Q5. Did MSD or any of its employees do anything you really LIKED? IF=Field Service] Grouped Service problem Survey type Area Code Crew Member #1 Department Responsible Q5 Really LIKED F MI 1 DIERING CONSTRUCTION/ THEY WERE VERY MAINTENANCE RESPONSIVE CAME OUT RIGHT AWAY F MI 2 BANKS MAINTENANCE VERY HELPFUL AND RESPECTFUL F MI 4 FRANKS MAINTENANCE VERY NICE AND HELPFUL F MI 2 JOHNSON MAINTENANCE VERY RESPONSIVE F MI 1 WELDELE CONSTRUCTION/ WAS A COURTEOUS MAINTENANCE PERSON ON THE PHONE NAMED PAT F MI 3 CALVIN FRANKS MAINTENANCE WORKERS ARE FRIENDLY F SU 2 VERMILLON MAINTENANCE CAME OUT QUICKLY AND ON THE WEEKEND F SU 4 ROWLAND CONSTRUCTION EMPLOYEE WAS VERY CURTEOUS MATT BOWARD WAS GREAT F SU 4 MULLEN MAINTENANCE FAST RESPONSE F SU 4 LOVE CONSTRUCTION/ MO RESPONSE MAINTENANCE F SU 2 HARWELL MAINTENANCE NOTHING AT ALL F SU 2 JOHNSON MAINTENANCE PROBLEMS RESOLVED QUICKLY F SU 2 DAVIS MAINTENANCE QUICK RESPONSE TO ISSUE F SU 2 ANTHONY E MAINTENANCE RESPONSE AT FIRST HARWELL ETC Institute (2013) 52 MSD Post Contact Survey (3rd Quarter Results) WEIGHTED 3rd QUARTER RESULTS Q5. Did MSD or any of its employees do anything you really LIKED? IF=Field Service] Service Survey type Area F SU F SU F F F F F F F F F F F Grouped problem Code 2 1 SU 2 SU 4 SU 3 SU 4 SU 2 SU 4 SU 2 SU 2 SU 2 SU 1 SU 2 Crew Member #1 VOLLMER DAVIS BAILEY HARWELL LOVE HARWELL VILCHIS DAVIS HARWELL JOHNSON DAVIS BAILEY HARWELL Department Responsible MAINTENANCE CONSTRUCTION/ MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE CONSTRUCTION MAINTENANCE MAINTENANCE MAINTENANCE CONSTRUCTION MAINTENANCE Q5 Really LIKED RESPONSIVENESS TEAMWORK OF THE CREW PROFESSIONAL WAY IT WAS HANDLED THE GENTLEMAN THAT CAME OUT WAS PERFECT THE WAY THEY GOT ON IT QUICKLY THEY ALWAYS COME OUT AND DO A GOOD JOB THEY HANDLED THE PROBLEM WELL & SENT A FOLLOW UP LETTER THEY TOOK NOTES AND EXPLAINED THE PROCESS VERY COURTEOUS VERY COURTEOUS VERY HELPFUL & UNDERSTANDING VERY INFORMATIVE AND HELPFUL VERY PROFESSIONAL VERY PROFESSIONAL EXPLAINED WHY I HAD PROBLEMS ETC Institute (2013) 53 MSD Post Contact Survey (3rd Quarter Results) WEIGHTED 3rd QUARTER RESULTS Q5. Did MSD or any of its employees do anything you really LIKED? IF=Field Service] Grouped Service problem Survey type Area Code Crew Member #1 Department Responsible Q5 Really LIKED F SU 3 VOLLMER MAINTENANCE WONDERFUL PROMPT SERVICE ETC Institute (2013) 54 MSD Post Contact Survey (3rd Quarter Results) WEIGHTED 3rd QUARTER RESULTS Q6. Did MSD or any of its employees do anything that you really DID NOT LIKE that you have not already mentioned? fB=Billings Survey type Problem Description Contact Person Q6 DID NOT LIKE B BIILING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B CHANGE CUSTOMER/ACCT INFO B CHANGE CUSTOMER/ACCT INFO NATASHA M BISHOP JEANETTE STREATER SHELLY WALKER CAROLL ROGERS JAIME DIXSON TUNISIA HUDDLESTON VANESSA SOLIZ SPENCER THOMAS CAROLL ROGERS CAROLL ROGERS LINDA SALAZAR TUNISIA HUDDLESTON MEAGHAN BELL NATASHA M BISHOP SHELLY WALKER JEANETTE STREATER JEANETTE STREATER JEANETTE STREATER SPENCER THOMAS JAMI MILLER GIDGET TAYLOR SAID THEY WOULD CALL ME BACK AND NO ONE DID BILL GOT LOST IN THE MAIL & MSD SAID I WAS TO BLAME BILL IS TOO HIGH & DON'T LIKE THE REASON WHY DID NOT TAKE CARE OF SITUATION DIDN'T GET NOTHING DONE FOR 2 MONTHS DIDN'T LIKE THE INCREASE OF THE BILL DIDN'T SOLVE OR EXPLAIN THE PROBLEM DON'T KNOW HOW THEY COME UP WITH THE BILL HAD TO GO THROUGH SEVERAL PEOPLE TO SOLVE PROBLEM I HAD TO CALL BACK I THINK THEY TALK TO ME DIFFERENT BECAUS I AM A WOMEN MADE A PAYMENT & SHOULD WORK WITH ME MORE MY BACKYARD FLOODS OFTEN MSD WILL NO FIX THE PROBLEM NO RESPONE SHE DIDN'T HELP ME/WAS NOT CUSTOMER FRIENDLY TAKING TOO LONG & COST IS WAY TOO HIGH THE FIRST GUY SAID HE WANTED A BANK STATEMENT WANTED TO TALK TO SUPERVISOR BUT WOULD NOT LET ME WOULD LIKE A CALL BACK/I HAD TO CALL 3 TIMES COST TOO MUCH MONEY GOT WRONG NAME ON BILL ASKED TO FIX IT ETC Institute (2013) 55 MSD Post Contact Survey (3rd Quarter Results) WEIGHTED 3rd QUARTER RESULTS Q6. Did MSD or any of its employees do anything that you really DID NOT LIKE that you have not already mentioned? 1B=Billing1 Survey type Problem Description Contact Person Q6 DID NOT LIKE B B B B B B B B B CHANGE CUSTOMER/ACCT INFO CHANGE CUSTOMER/ACCT INFO CHANGE CUSTOMER/ACCT INFO CHANGE CUSTOMER/ACCT INFO CUSTOMER CALLED CUSTOMER CALLED MOVE IN -CUSTOMER CALL MOVE IN -CUSTOMER CALL MOVE OUT -CUSTOMER CALL SHEILA BOWERS CAROLL ROGERS SHEILA BOWERS SHEILA BOWERS RISHA COLLINS DEA DELUGOS CHARLOTTE FERGUSON JOHN ZIDZIK CHRIS VERPLANCKE HAVEN'T SENT A BILL SAID SHE WILL BE SENT TO COLLECTION NO REPSONSE THE EMPLOYEE REFUSED HER PAYMENT THEY DIDN'T CHANGE HIS ADDRESS SENT TO COLLECTIONS DID NOT SEND LETTER ABOUT NEW LOW INCOME PROGRAM REQUEST BILLS BE SENT AT SAME TIME HAVE NOT DONE THAT OWE PREVIOUS BILL BEFORE HE MOVED IN THEY WERE NOT SENDING THE BILL TO HER AS REQUESTED ARGUED ETC Institute (2013) 56 MSD Post Contact Survey (3rd Quarter Results) WEIGHTED 3rd QUARTER RESULTS Q6. Did MSD or any of its employees do anything that you really DID NOT LIKE that you have not already mentioned? fF=Field Service] Work Order Survey type Number F F F F F F F F F F Service Area MI SU MI 2229322 MI 2229848 GR 2229866 GR 2230208 MI 2230932 SU Grouped problem Code 2 2 2 2 2 2 2 3 1 2 Crew Member #1 DAILY JR EERNISSE ROWLAND DIERING BROWN Q6 DID NOT LIKE DID NOT APPRECIATE THE PERSON I SPOKE TO MSD WOULDN'T RESOLVE ISSUE/SAID IT WAS HOUSE ISSUE RESOLVE ISSUE DID NOT SENT ANYONE TO THE HOUSE THEY DIDN'T FOLLOW THROUGH OR FIX THE DAMAGE THEY HAVE NOT DONE ANYTHING YET SERVICE GUY SEEMED TO NOT CARE MSD NEVER CAME TO THE PROPERTY TO SEE THE ISSUE HAD TO GET THEM TO TAKE RESPONSIBILITY FOR THE PROBLEM TOOK TOO LONG TO COME OUT CUSTOMER FELT SHE WAS BLAMED FOR ISSUE ETC Institute (2013) 57 MSD Post Contact Survey (3rd Quarter Results) WEIGHTED 3rd QUARTER RESULTS Q6. Did MSD or any of its employees do anything that you really DID NOT LIKE that you have not already mentioned? fF=Field Service] Work Grouped Order Service problem Survey type Number Area Code Crew Member #1 Q6 DID NOT LIKE F 2232845 SU 2 HARWELL NO ONE HAS FOLLOWED UP SICE THE SECOND TIME F 2236641 SU 1 HARWELL MSD DID NOT TAKE CARE OF THE PROBLEM F 2240219 MI 1 GARDNER HAVE NOT FOUND THE LEAK SO THE CAVE-IN CAN STOP F 2240400 MI 2 MULLEN TOOK THEM WAY TOO LONG TO ARRIVE F 2241488 GR 4 RUMPSA NOT GETTING RETURN CALLS F 2242842 SU 2 VOLLMER DID NOT INVESTIGATE ISSUE/ DID NOT RESOLVE ISSUE F 2242965 GR 2 THIEL NOT RESOLVING THE CURRENT ISSUE FOR 30 YEARS F 2243079 SU 2 HARWELL THEY DIDN'T FOLLOW UP OR SENT ANYONE OUT TO HOUSE F 2243447 MI 2 JAMES DID NOT INVESTIGATE ISSUE ENOUGH TO SEE HOW TO HELP ETC Institute (2013) 58 MSD Post Contact Survey (3rd Quarter Results) WEIGHTED 3rd QUARTER RESULTS Q6. Did MSD or any of its employees do anything that you really DID NOT LIKE that you have not already mentioned? fF=Field Service] Work Grouped Order Service problem Survey type Number Area Code F 2243977 MI 2 F 2244040 MI 2 F 2244090 SU 2 F 2244230 MI 3 F 2244278 GR 3 F 2244409 SU 2 F 2246550 SU 2 F 2247019 MI 2 F 2247267 SU 2 F 2250179 MI 3 F 2250180 MI 3 F 2268263 SU 1 F 2270020 GR 3 Crew Member #1 MUELLER JAMES DAVIS MOORE JOHNSON BAILEY MULLEN HARWELL JAMES JAMES HARWELL RUMPSA Q6 DID NOT LIKE DIDN'T SEND A WORK CREW TO REMOVE STANDING WATER NO FOLLOW UP FROM MSD REGARDING SEWAGE BACK UP ISSUE IS NOT FIXED NOT FIXED NO REPONSE CREW WHO LOOKED AT THE ISSUE NOT WILLING TO HELP OUT POOR CUSTOMER SERVICE MSD FIXED THE PROBLEM BUT LEFT A CAVE-IN OF DIRT REJECTING CLAIM TOOK TOO LONG TO ARRIVE THEY REFUSED TO FIX THE PROBLEM SAID BILLS ARE TOO HIGH/SOUNDED NOT TO WORRIED THE YELLOW FOAM - WE HAVE TO WORK AROUND IT ETC Institute (2013) 59 MSD Post Contact Survey (3rd Quarter Results) WEIGHTED 3rd QUARTER RESULTS Q6. Did MSD or any of its employees do anything that you really DID NOT LIKE that you have not already mentioned? fF=Field Service] Work Order Survey type Number F 2270065 Service Area MI Grouped problem Code 4 F 2270611 SU 3 F 2271408 SU 3 F 2271527 GR 1 F 2272190 GR 1 F 2272722 GR 1 F 2272856 SU 2 F 2273778 SU 2 F 2273844 MI 1 F 2274407 GR 3 Crew Member #1 JOHNSON VOLLMER VOLLMER MARTIN A SIMON SIMON JOURDAIN ANTHONY E HARWELL HARWELL DIERING PIERCE Q6 DID NOT LIKE MSD NEEDS TO FIND A SOLUTION TO REMEDY THE PROBLEM LET US KNOW WHEN YOU ARE HERE CLEAR OUT THE BLOCKAGE FUTHER BACK NOTHING DONE GOOD ALL WORK WAS HALF DONE INCORRECT DID NOT COMPLETE THE JOB SPIKES ALL AROUND THE HOLE DIDN'T COMMUNICATE WITH CUSTOMER NOT FOLLOWED THROUGH LACK OF KNOWLEDGE & ASSISTANCE PASSED AROUND BEFORE I GOT TO THE PROPER PERSON IT TOOK THEM 2 WEEKS TO LOOK INTO THIS ETC Institute (2013) 60 MSD Post Contact Survey (3rd Quarter Results) WEIGHTED 3rd QUARTER RESULTS Q6. Did MSD or any of its employees do anything that you really DID NOT LIKE that you have not already mentioned? fF=Field Service] Work Order Survey type Number F 2274524 F F F F F F F F F F F Grouped Service problem Area Code MI 1 2274639 MI 1 2274679 MI 2 2276272 SU 4 2276316 MI 2 2276417 MI 4 2276831 SU 3 2277346 SU 4 2277641 MI 1 2279199 MI 4 2279530 GR 4 2287130 MI 4 Crew Member #1 WELDELE GARDNER JOHNSON ROWLAND MARCUS L JOHNSON DONALD R DAVIS VOLLMER HARWELL DIERING PLUMMER AUGUSTINE CALVIN FRANKS Q6 DID NOT LIKE THE HOLE IS BIG I AM AFRAID SOMEONE WILL GET HURT HAVE NOT SOLVED THE PROBLEM/NO COMMUNICATION DID NOTHING NOT FIXING FLOOD IN THE STREETS EVERYTHING CAN'T GET A SPECIFIC PERSON TO RESOLVE MY PROBLEM THEY HAVEN'T CLEANED OUT THE SEWER LINE YET I DID NOT THINK THEY WERE THOROUGH ENOUGH SHE WAS A LITTLE RUDE NOT WILLING TO HELP WITH THE ISSUE I DON'T THINK THAT ANYBODY CAME OUT AFTER 20 YEARS PROBLEM STILL NOT SOLVED ETC Institute (2013) 61 MSD Post Contact Survey (3rd Quarter Results) WEIGHTED 3rd QUARTER RESULTS Q6. Did MSD or any of its employees do anything that you really DID NOT LIKE that you have not already mentioned? fF=Field Service] Work Grouped Order Service problem Survey type Number Area Code Crew Member #1 Q6 DID NOT LIKE F 2290343 MI 1 WELDELE MSD REFERRED THE PROBLEM TO CITY OF CLAYTON F 2300443 GR 3 GASSNER WE HAVE NOT GOTTEN ANY RESULTS IT'S BEEN 4 WEEKS F 2305778 MI 4 JOHNSON NO RESULTS F 2306359 GR 1 JOURDAIN PROBLEM NOT SOLVED F 2306432 GR 1 JOURDAIN BETTER RESPONSE TIME F 2306453 GR 3 PIERCE FIXED PROBLEM FOR NOW NEED ANOTHER INLET F 2307204 GR 1 JOURDAIN THEY DIDN'T GET THE JOB DONE F 2307380 MI 4 PLUMMER MADE ME PAY A LOT OF MONEY TO FIX MY PROBLEM F 2307989 MI 4 WILSON GRAVEL WASHING UP IN YARD AND MSD WON'T FIX IT F 2310615 MI 1 JOHNSON SLOW RESPONSE TIME F 2312130 MI 1 DAILY THEY PUT STRAW EVERYWHERE F 2313863 SU 3 ROWLAND THEY HAVEN'T FIXED THE PROBLEM WITH THE SEWER ETC Institute (2013) 62 MSD Post Contact Survey (3rd Quarter Results) WEIGHTED 3rd QUARTER RESULTS Q6. Did MSD or any of its employees do anything that you really DID NOT LIKE that you have not already mentioned? fF=Field Service] Work Grouped Order Service problem Survey type Number Area Code Crew Member #1 Q6 DID NOT LIKE F 2317450 MI 1 JOHNSON NOT COMMUNICATION WHAT TO DO F 2318902 GR 1 ALONZO NEED A FOLLOW UP W/NEXT STEP OF WHATS NEXT F 2321821 GR 1 MUELLER THEY HAVEN'T COMMUNICATED WELL F 2323581 GR 1 ALONZO THEY DIDN'T COMMUNICATE WELL WHEN THEY WOULD BE OUT F 2327136 GR 2 ALONZO DON'T DO IN HOME WORK F 2327682 GR 4 THIEL THEY DID NOT ADDRESS THE PROBLEM F 2332840 GR 1 PATRICK NOTHING IN WRITING SAYING CAUSE OF PROBLEM TO BE FIXED F 2332844 MI 4 JOHNSON WISH PROBLEM WAS FIXED PERMANENTLY F 2334540 GR 1 MUELLER BO RESPONSE F 2336297 MI 4 BANKS TORE FENCE DOWN AND DIDN'T FIX IT ETC Institute (2013) 63 MSD Post Contact Survey (3rd Quarter Results) WEIGHTED 3rd QUARTER RESULTS Q6. Did MSD or any of its employees do anything that you really DID NOT LIKE that you have not already mentioned? fF=Field Service] Work Order Survey type Number F 2338436 F F F Service Area SU 2341193 GR 2342598 GR 7119113 MI Grouped problem Code 1 2 4 3 Crew Member #1 ZACKERY J AUGUSTINE THIEL Q6 DID NOT LIKE THINKS THAT EMPLOYEE NEEDS TO INVETIGATE ON PROBLEM CHECKED ON PROBLEM NO NOTE OR CALL BACK HAVEN'T RESOLVED THE PROBLEM CAME OUT AT 4 IN THE MORNING LEFT POST CARD ON MY DOOR ETC Institute (2013) 64 MSD Post Contact Survey (3rd Quarter Results) WEIGHTED 3rd QUARTER RESULTS Q7. Can you think of any wad MSD can be more responsive to your needs? fB=Billind Survey type B B B B B B B B B B B B B B B Problem Description CUSTOMER CALLED BIILING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY Contact Person CINDY FRY NATASHA M BISHOP JAIME DIXSON EMILY LOPEZ SHELLEY WALKER JEANETTE STREATER VANESSA SOLIZ FELICIA YANCEY MEAGHAN BELL VANESSA SOLIZ JAIME DIXSON TUNISIA HUDDLESTON JEANETTE STREATER SPENCER THOMAS ORLANDOS HUMPHREY Q7 Ways responsive RETURN MY PHONE CALLS LEFT NUMEROUS MESSAGES OFFER SOMEONE WHO CAN ANSWER MY QUESTION ANSWERING BILL RELATED QUESTIONS ADEQUATELY ASSIGN RENTER RESPONSIBILITY FOR SEWER BILL BE WILLING TO MAKE RETURN TRIPS IF NEEDED BETTER MAILING SYSTEM BY ADDRESSING PROBLEM COURTEOUS CUT MY BILL IN HALF DEPARTMENTS DON'T WORK WELL TOGETHER DO FOLLOW UP CALLS DON'T AGREE WITH HOW THEY CALCULATE MY RATE EVERYTHING WENT GREAT FIX THE STUFF IN MY BACKYARD FLOODING IN MY BASEMENT STILL NOT FIXED ETC Institute (2013) 65 MSD Post Contact Survey (3rd Quarter Results) WEIGHTED 3rd QUARTER RESULTS Q7. Can you think of any wad MSD can be more responsive to your needs? fB=Billind Survey type Problem Description B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY Contact Person SHEILA BOWERS ORLANDOS HUMPHREY TUNISIA HUDDLESTON TUNISIA HUDDLESTON JACQUELINE GOSSETT CAROLL ROGERS ANDREA TINDAL JEANETTE STREATER NATASHA M BISHOP FELICIA YANCEY JACQUELINE GOSSETT FLORISSANT NATASHA BISHOP JACQUELINE GOSSETT SHEILA BOWERS Q7 Ways responsive IF ALL FOUR ACCOUNTS COULD GO ON ONE BILL KEEP DOING WHAT THEY ARE DOING KEEP THE PRICE DOWN LISTEN TO THE CUSTOMER LOWER THE BILL NEED SOMEONE TO TALK TO THAT KNOWS THE ANSWER NO EVERYTHING WAS GOOD OFFER A SUPERVISOR OR SOMEONE WITH ANSWERS PLEASE CHANGE RULES FOR MENTALLY HANDICAPPED PLEASE EXPLAIN CLEAN OUT IN FRONT OF HOUSE PREFER TO TALK TO PERSON NOT AUTOMATED VOICE PUT BILL AMOUNT BACK TO WHERE IT WAS PUT MORE INFORMATION ON WEBSITE SEND BILL TO PEOPLE LIVING ON PROPERTY SO FAR EVERYTHING IS GOOD ETC Institute (2013) 66 MSD Post Contact Survey (3rd Quarter Results) WEIGHTED 3rd QUARTER RESULTS Q7. Can you think of any wad MSD can be more responsive to your needs? fB=Billind Survey type Problem Description Contact Person Q7 Ways responsive B BILLING INQUIRY B B B B B B B B B B B B B BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLLING INQUIRY CHANGE CUSTOMER ACCT INFO CHANGE CUSTOMER/ACCT INFO CHANGE CUSTOMER/ACCT INFO CHANGE CUSTOMER/ACCT INFO CHANGE CUSTOMER/ACCT INFO CHANGE CUSTOMER/ACCT INFO JEANETTE STREATER EMILY LOPEZ ORLANDOS HUMPHREY SPENCER THOMAS JACQUELINE GOSSETT SHELLY WALKER MEAGHAN BELL FELICIA YANCEY NATASHA M BISHOP SHEILA BOWERS GIDGET TAYLOR JAIME DIXON SHEILA BOWERS CAROLL ROGERS SOMEONE SHOULD HAVE KNOWN BILL WAS TOO HIGH SPEAK WITH A REAL PERSON STAY AS THEY ARE TENANTS SHOULD PAY SEWER BILL GO AFTER THEM UPDATE THEIR ONLINE ACCOUNTS MORE QUICKLY WOULD LIKE A PHONE APPOINTMENT WOULD LIKE SOME KIND OF PROGRAM TO LOWER BILL INFORM CUSTOMERS BEFORE THERE ARE RATE HIKES NO THEIR GOOD CHANGE ADDRESS FOR CUSTOMER LOWER BILL I'M SENIOR CITIZEN MAKE MORE CALL BACKS TRYING TO UNDERSTAND WHAT HER PROBLEM IS YES BE MORE INFORMATIVE ETC Institute (2013) 67 MSD Post Contact Survey (3rd Quarter Results) WEIGHTED 3rd QUARTER RESULTS Q7. Can you think of any wad MSD can be more responsive to your needs? fB=Billind Survey type Problem Description Contact Person Q7 Ways responsive B EFT INQUIRY REQUEST SHERRY BELL EVERYTHING WAS FINE B MOVE IN -CUSTOMER CALL CHARLOTTE FERGUSON GIVE ME COUPONS B MOVE IN -CUSTOMER CALL JOHN ZIDZIK THEY NEED TO PUT THE PHONE NUMBER ON BILLS ETC Institute (2013) 68 MSD Post Contact Survey (3rd Quarter Results) WEIGHTED 3rd QUARTER RESULTS Q7. Can you think of any wad MSD can be more responsive to your needs? fB=Billind Survey type Problem Description Contact Person Q7 second B BILLING INQUIRY NATASHA BISHOP LOWER THE PRICE OF THE BILL ETC Institute (2013) 69 MSD Post Contact Survey (3rd Quarter Results) WEIGHTED 3rd QUARTER RESULTS Q7. Can you think of any ways MSD can be more responsive to your needs? fF=Field Service] Work Order Survey type Number F Service Area GR MI SU 2070110 GR 2229322 MI 2229848 GR 2229866 GR 2230033 MI 2230932 SU 2232845 SU Grouped problem Code 2 2 2 2 2 1 2 2 3 2 2 2 Crew Member #1 MUELLER DAILY JR EERNISSE ROWLAND JOHNSON BROWN HARWELL Department Responsible MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE CONSTRUCTION/ MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE Q7 Ways responsive BE ABLE TO ANSWER QUESTIONS I THINK MSD SHOULD HAVE COME OUT CHECK ISSUE INVESTIGATE ISSUE MORE THOROUGHLY RESOLVE ISSUE MORE QUICKLY/FOLLOW UP NEEDED THEY SHOULD COME OUT AND ADDRESS THE PROBLEM MORE PIN POINT SCHEDULE TIMES MSD SHOULD TRY TO BE MORE NICE TALK IN PERSON FOR FOLLOW UP TAKE RESPONSIIBILITY FOR THEIR PROBLEMS RESOLVE ISSUES AND LET HER KNOW TAKE RESPONSIBILITY FOR SEWER ISSUES BE MORE THOROUGH WHEN MAKING CALLS & HONEST ETC Institute (2013) 70 MSD Post Contact Survey (3rd Quarter Results) WEIGHTED 3rd QUARTER RESULTS Q7. Can you think of any ways MSD can be more responsive to your needs? fF=Field Service] Work Grouped Order Service problem Survey type Number Area Code Crew Member #1 F 2236641 SU 1 HARWELL F 2236641 SU 1 F 2237376 MI 1 F 2237380 GR 4 F 2237509 MI 2 F 2240400 MI 2 F 2240403 MI 4 F 2241488 GR 4 F 2242721 SU 2 F 2242842 SU 2 F 2242965 GR 2 F 2243899 MI 2 F 2243977 MI 2 HARWELL BAILEY THIEL MULLEN MULLEN RUMPSA DAVIS VOLLMER THIEL JAMES MUELLER Department Responsible CONSTRUCTION/ MAINTENANCE MAINTENANCE - CONSTRUCTION MAINTENANCE CONSTRUCTION/ MAITENANCE MAINTENANCE MAINTENANCE MAINTENANCE CONSTRUCTION MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE Q7 Ways responsive MSD SHOULD HAVE CELL PHONES NEED TO QUICKLY RESOLVE SAFETY ISSUE HOPE THEY CAN MAKE THE REPAIRS TIMELY MANNER NEED ANNUAL CLEAN UP FOR MSD AREAS YES FIX HOUSE ISSUE ALSO SPEED UP THE TIME TO GET TO THE JOB THEY ARE GREAT RETURN MY PHONE CALLS CUSTOMERS NEED TO BE MORE INFORMED TAKE CARE OF ISSUES/FIGURE OUT DRAINAGE ISSUE DO THE JOB RIGHT NEED ENLARGED PIPE LINES TO DECREASE BACKUP WOULD BE NICE TO HAVE A BOARD MEETING ETC Institute (2013) 71 MSD Post Contact Survey (3rd Quarter Results) WEIGHTED 3rd QUARTER RESULTS Q7. Can you think of any ways MSD can be more responsive to your needs? fF=Field Service] Work Grouped Order Service problem Survey type Number Area Code Crew Member #1 F 2244090 SU 2 DAVIS F 2244230 MI 3 F 2246550 SU 2 F 2247267 SU 2 F 2247286 GR 4 F 2249798 SU 2 F 2250179 MI 3 F 2250180 MI 3 F 2259547 GR 1 F 2269592 MI 3 F 2270065 MI 4 MOORE BAILEY HARWELL VILCHIS VILCHIS JAMES JAMES ALONZO WILSON JOHNSON Department Responsible MAINTENANCE MAINTENANCE/ ENGINEERING MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE CONSTRUCTION/ MAINTENANCE MAINTENANCE/ ENGINEERING MAINTENANCE Q7 Ways responsive RESPOND TO THE PROBLEM SENT PICTURES TO ENGINEER PROBLEM NOT SOLVED HAVE MORE PROFESSIONALS ANSWER THE PHONE INVESTIGATING ISSUES MOVE THOROUGHLY DON'T PASS OFF CUSTOMERS BE COURTEOUS LET PEOPLE KNOW WHEN THEY ARE COMING DO YOUR JOB COULD HAVE MADE CONTACT IN PERSON & NOT EMAIL FIX WHAT EVER NEEDS DONE IN REASONABLE TIME MORE STORM SEWERS WISH THEY COULD RESOLVE THE ODOR PROBLEM ETC Institute (2013) 72 MSD Post Contact Survey (3rd Quarter Results) WEIGHTED 3rd QUARTER RESULTS Q7. Can you think of any ways MSD can be more responsive to your needs? fF=Field Service] Work Grouped Order Service problem Survey type Number Area Code F 2270111 MI 3 F 2272074 MI 2 F 2272190 GR 1 F 2272722 GR 1 F 2272856 SU 2 F 2272924 MI 2 F 2272958 MI 4 F 2273672 GR 1 F 2273778 SU 2 F 2274524 MI F 2274639 MI 1 F 2274679 MI 2 F 2274680 GR 4 Crew Member #1 SITI H WILSON ROBIN M WILLIS SIMON JOURDAIN ANTHONY E HARWELL BANKS DONALD R DAVIS OTTO HARWELL WELDELE GARDNER JOHNSON THIEL Department Responsible MAINTENANCE/ ENGINEERING MAINTENANCE CONSTRUCTION/ MAINTENANCE CONSTRUCTION/ MAINTENANCE MAINTENANCE MAINTENANCE CONSTRUCTION CONSTRUCTION/ MAINTENANCE MAINTENANCE CONSTRUCTION/ MAINTENANCE CONSTRUCTION/ MAINTENANCE MAINTENANCE MAINTENANCE Q7 Ways responsive DO SURVEYS IN A WEEK NOT MONTHLY BE MORE PRESENT IN COMMUNITY COMPLETE THE JOB KEEP IN TOUCH WITH STATUS UPDATES NOT FOLLWED THROUGH EVERYTHING IS PERFECT JUST FINISH THE PROCESS RESOLVE THE PROBLEM IN MY BACKYARD LET US KNOW WHEN & IF THEY COME OUT MSD NEEDS TO COME OUT AND FIX THE PROBLEM CONTACT ME PAY ME WHAT YOU OWE ME MAKE CALL CENTER MORE USER FRIENDLY ETC Institute (2013) 73 MSD Post Contact Survey (3rd Quarter Results) WEIGHTED 3rd QUARTER RESULTS Q7. Can you think of any ways MSD can be more responsive to your needs? fF=Field Service] Work Grouped Order Service problem Survey type Number Area Code F 2276272 SU 4 F 2276316 MI 2 F 2276417 MI 4 F 2276831 SU 3 F 2277346 SU 4 F 2277641 MI 1 F 2279199 MI 4 F 2284547 MI 1 F 2287130 MI 4 F 2290151 GR 1 F 2290343 MI 1 F 2300443 GR 3 Crew Member #1 ROWLAND MARCUS L JOHNSON DONALD R DAVIS VOLLMER HARWELL DIERING PLUMMER DIERING CALVIN FRANKS JOURDAIN WELDELE GASSNER Department Responsible CONSTRUCTION MAINTENANCE CONSTRUCTION MAINTENANCE MAINTENANCE CONSTRUCTION/ MAINTENANCE CONSTRUCTION CONSTRUCTION/ MAINTENANCE CINSTRUCTION/ MAINTENANCE MAINTENANCE CONSTRUCTION/ MAINTENANCE MAINTENANCE Q7 Ways responsive PAY FOR DAMAGES TO HOUSE AND FIX STREET AS A START LISTEN TO WHAT CUSTOMER HAS TO SAY A PERSON TO RESOLVE MY ISSUE GIVE A COURTESY CALL TO CUSTOMERS HAD TO CALL THEM TWICE BE MORE CUSTOMER FRIENDLY/WAS UNCARING TO FOLLOW THROUGH/LOOK AT EVIDENCE PROVIDED NOTIFY A TRUSTEE OF A SUBDIVISION FIX THE PROBLEM FIX IT PERMANENTLY/ HAD CAVE-IN 4 TIMES NOW THEY CAN HELP ME RESOLVE THE PROBLEM DO SOMETHING ABOUT IT ETC Institute (2013) 74 MSD Post Contact Survey (3rd Quarter Results) WEIGHTED 3rd QUARTER RESULTS Q7. Can you think of any ways MSD can be more responsive to your needs? fF=Field Service] Work Order Survey type Number F 2305743 F 2305778 Service Area SU MI Grouped problem Code 2 4 F 2306432 GR 1 F 2307204 GR 1 F 2307380 MI 4 F 2309095 MI 1 F 2310615 MI 1 F 2312130 MI 1 F 2312311 MI 4 F 2313836 SU 4 F 2313863 SU 3 F 2316570 MI 1 F 2317450 MI 1 Crew Member #1 HARWELL JOHNSON JOURDAIN JOURDAIN PLUMMER JOHNSON JOHNSON DAILY JOHNSON DAVIS ROWLAND JOHNSON JOHNSON Department Responsible MAINTENANCE MAINTENANCE CONSTRUCTION/ MAINTENANCE CONSTRUCTION/ MAINTENANCE CONSTRUCTION CONSTRUCTION/ MAINTENANCE CONSTRUCTION/ MAINTENANCE CINSTRUCTION/ MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE/ ENGINEERING CONSTRUCTION/ MAINTENANCE CONSTRUCTION Q7 Ways responsive FIX THE PROBLEM COME OUT & FIX THE PROBLEM FASTER RESPONSE CALL AND TELL ME WHEN YOU ARE COMMING OUT RESPOND MORE PROFESSIONAL/STOP THE LYING FOLLOW UP AND ADDRESS THE CONCERN FASTER RESPONSE TIME FIX THE PROBLEM FIX THE SEWAGE PROBLEM IN OUR NEIGHBORHOOD REDO THE CREEK FIX THE PROBLEMS WITH THE SEWAGE CLEAN THE SEWER SO IT STOPS BACKING UP FIX THE HOLE IN THE FRONT YARD CAN DO A FOLLOW UP ON FINDINGS ETC Institute (2013) 75 MSD Post Contact Survey (3rd Quarter Results) WEIGHTED 3rd QUARTER RESULTS Q7. Can you think of any ways MSD can be more responsive to your needs? fF=Field Service] Work Grouped Order Service problem Survey type Number Area Code Crew Member #1 F 2317626 GR 1 MUELLER F 2318420 GR 1 F 2319760 GR 1 F 2320099 GR 1 F 2321821 GR 1 F 2322886 SU 4 F 2323581 GR 1 F 2327682 GR 4 F 2327736 MI 4 F 2332844 MI 4 F 2334540 GR 1 F 2334994 MI 4 THIEL JOURDAIN MUELLER LOVE ALONZO THIEL JOHNSON JOHNSON MUELLER DAILY Department Responsible CONSTRUCTION/ MAINTENANCE CONSTRUCTION/ MAINTENANCE CONSTRUCTION/ MAINTENANCE CONSTRUCTION/ MAINTENANCE CONSTRUCTION/ MAINTENANCE CONSTRUCTION/ MAINTENANCE CONSTRUCTION/ MAINTENANCE CONSTRUCTION MAINTENANCE MAINTENANCE CONSTRUCTION/ MAINTENANCE CONSTRUCTION Q7 Ways responsive THEY NEED TO SAY HOW LONG IT WILL TAKE TAKE RESPONSIBILITY FOR THE SEWER ISSUES CONTACT US TO LET US KNOW WHAT THE PROBLEM IS FIX IT RIGHT THE FIRST TIME COMMUNICATE BETTER REPLACE THE DAMAGED SEWER TOP LET US KNOW WHEN YOU WILL BE OUT THEY NEED TO ADDRESS THE PROBLEM NO FOLLOW UPS MAYBE ONLINE COMPLAINT ABOUT ORDER BY PHONE ADDRESS THE CONCERN SEE WHAT THE PROBLEM IS FIX THE PROBLEM ETC Institute (2013) 76 MSD Post Contact Survey (3rd Quarter Results) WEIGHTED 3rd QUARTER RESULTS Q7. Can you think of any ways MSD can be more responsive to your needs? fF=Field Service] Work Grouped Order Service problem Survey type Number Area Code Crew Member #1 Department Responsible Q7 Ways responsive F 2335413 SU 4 HARWELL MAINTENANCE CALL BACK AND ADDRESS THE CONCERN F 2336297 MI 4 BANKS CONSTRUCTION FIX PROPERTY F 2342598 GR 4 THIEL CONSTRUCTION/ NEED TO TALK TO MAINTENANCE SOMEONE ABOUT WHAT THEY DID F 7119113 MI 3 MAINTENANCE/ PUT MORE ENGINEERING INFORMATION ON WEBSITE ETC Institute (2013) 77 MSD Post Contact Survey (3rd Quarter Results) WEIGHTED 3rd QUARTER RESULTS Q7. Can you think of any ways MSD can be more responsive to your needs? fF=Field Service] Work Grouped Order Service problem Survey type Number Area Code Crew Member #1 Department Responsible Q7 second F 2305778 MI 4 JOHNSON MAINTENANCE DON'T KNOW WHATS GOING ON ETC Institute (2013) 78 MSD Post Contact Survey (3rd Quarter Results) WEIGHTED 3rd QUARTER RESULTS 08. 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=450 Survey type Grouped problem Code Total Total Field Water Storm service Billing Cave In Backup water Other Billing 50.0% 50.0% 12.4% 13.3% 12.0% 12.2% 50.0% 100.0% Q8a Quality service by employee on phone Completely satisfied 51.1% 55.5% 42.6% 39.7% 65.4% 58.2% 55.5% 53.3% 09 11.9% 16.4% 16.7% 12.1% 7.7% 10.9% 16.4% 14.1% 08 15.5% 13.6% 20.4% 19.0% 11.5% 10.9% 13.6% 14.6% 07 3.7% 2.3% 5.6% 3.4% 3.8% 1.8% 2.3% 3.0% 06 2.7% 2.7% 0.0% 5.2% 3.8% 1.8% 2.7% 2.7% 05 4.1% 5.5% 3.7% 5.2% 1.9% 5.5% 5.5% 4.8% 04 1.4% 1.4% 3.7% 1.7% 0.0% 0.0% 1.4% 1.4% 03 1.8% 0.0% 1.9% 5.2% 0.0% 0.0% 0.0% 0.9% 02 1.4% 0.9% 1.9% 1.7% 0.0% 1.8% 0.9% 1.1% Not at all satisfied 6.4% 1.8% 3.7% 6.9% 5.8% 9.1% 1.8% 4.1% Don't know 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% Mean 8.3 8.8 8.2 7.7 8.8 8.3 8.8 8.5 SD 2.6 2.0 2.4 2.8 2.3 2.9 2.0 2.3 ETC Institute (2013) 79 MSD Post Contact Survey (3rd Quarter Results) WEIGHTED 3rd QUARTER RESULTS 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=450 Survey type Grouped problem Code Total Field Water Storm service Billing Cave In Backup water Other Billing Total 50.0% 50.0% 12.4% 13.3% 12.0% 12.2% 50.0% 100.0% Q8b Quality service --home service call Completely satisfied 49.6% 46.7% 46.7% 41.9% 52.2% 56.8% 46.7% 49.3% 09 12.4% 20.0% 20.0% 16.1% 0.0% 10.8% 20.0% 13.2% 08 12.4% 6.7% 10.0% 9.7% 26.1% 8.1% 6.7% 11.8% 07 5.0% 6.7% 3.3% 12.9% 0.0% 2.7% 6.7% 5.1% 06 0.0% 6.7% 0.0% 0.0% 0.0% 0.0% 6.7% 0.7% 05 3.3% 6.7% 3.3% 3.2% 4.3% 2.7% 6.7% 3.7% 04 0.8% 0.0% 0.0% 3.2% 0.0% 0.0% 0.0% 0.7% 03 1.7% 0.0% 3.3% 3.2% 0.0% 0.0% 0.0% 1.5% 02 3.3% 0.0% 3.3% 0.0% 8.7% 2.7% 0.0% 2.9% Not at all satisfied 11.6% 6.7% 10.0% 9.7% 8.7% 16.2% 6.7% 11.0% Don't know 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% Mean 7.8 8.3 7.9 7.8 7.8 7.8 8.3 7.9 SD 3.1 2.6 3.1 2.9 3.2 3.4 2.6 3.1 ETC Institute (2013) 80 MSD Post Contact Survey (3rd Quarter Results) WEIGHTED 3rd QUARTER RESULTS 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=450 Survey type Grouped problem Code Total Field Water Storm service Billing Cave In Backup water Other Billing Total 50.0% 50.0% 12.4% 13.3% 12.0% 12.2% 50.0% 100.0% Q8c Overall quality of MSD service Completely satisfied 41.1% 52.1% 34.6% 30.5% 53.8% 47.1% 52.1% 46.7% 09 13.1% 14.6% 13.5% 15.3% 11.5% 11.8% 14.6% 13.9% 08 10.7% 13.2% 11.5% 13.6% 7.7% 9.8% 13.2% 12.0% 07 4.2% 5.5% 5.8% 8.5% 0.0% 2.0% 5.5% 4.8% 06 4.2% 2.7% 1.9% 3.4% 11.5% 0.0% 2.7% 3.5% 05 10.3% 4.6% 15.4% 11.9% 5.8% 7.8% 4.6% 7.4% 04 1.4% 1.4% 1.9% 1.7% 0.0% 2.0% 1.4% 1.4% 03 3.7% 1.4% 3.8% 5.1% 0.0% 5.9% 1.4% 2.5% 02 0.5% 0.5% 1.9% 0.0% 0.0% 0.0% 0.5% 0.5% Not at all satisfied 10.7% 4.1% 9.6% 10.2% 9.6% 13.7% 4.1% 7.4% Don't know 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% Mean 7.5 8.5 7.2 7.2 8.1 7.5 8.5 8.0 SD 3.0 2.3 3.0 3.0 2.8 3.3 2.3 2.7 ETC Institute (2013) 81 MSD Post Contact Survey (3rd Quarter Results) WEIGHTED 3rd QUARTER RESULTS Q9. Do you own or rent your current residence? Q9 Do you own/rent your current residence Number Percent 1=Own 424 94.2 % 2=Rent 25 5.6 % 9=Refuse 1 0.2 % Total 450 100.0 % Q10. Which of the following BEST describes your home? Q10 Which best describes your home Number Percent 1=Single family 422 94.0 % 2=Duplex-Triplex 18 4.0 % 3=Apt/Condo 8 1.8 % 5=Other 1 0.2 % Total 449 100.0 % Q10. Other. [B=Billing and F=Field Service] Sur- vey type Q10 Other F TOWNHOME ETC Institute (2013) 82 MSD Post Contact Survey (3rd Quarter Results) WEIGHTED 3rd QUARTER RESULTS Q11. How many years old is your home? Q 11 How many years old is your home Number Percent 1=Less than 5 years 3 0.7 % 2=5-10 years 11 2.5 % 3=11-20 years 24 5.5 % 4=More than 20 yea 395 91.2 % Total 433 100.0 % 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 99 22.7 % 2=5 to 10 years 82 18.8 % 3=11 to 20 years 86 19.7 % 4=More than 20 years 170 38.9 % Total 437 100.0 % ETC Institute (2013) 83 MSD Post Contact Survey (3rd Quarter Results) Section 4: Survey Instrument ETC Institute (2013) 84 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 2013 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 YES NO YES NO YES YES YES YES YES NO NO NO (A) Was it fairly easy for you to determine what phone number to call to get help from the appropriate individual at MSD? (B) Was MSD's customer service center open at the time you needed to call? (C) Was the length of time you waited to speak to an employee who could help you acceptable? (D) Was the employee you spoke with technically competent and knowledgeable'? (E) Was the employee you spoke with courteous? (F) Did the employee you spoke with treat you with respect? 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? 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? 85 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- IONLY IFNO 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 ym with: Satisfied At All Know (A) Quality of service provided by employees who helped you on the phone 10 ... 09 ... 08... 07....06...05..04...03 02 ... 01 99 (B) Quality of service provided by employees who made a service call to your home/ neighborhood 10...09...08...07....06...05..04...03 02...01 99 (C) Overall quality of service provided by MSD .10 ... 09 ... 08... 07....06 ... 05 .. 04 ... 03 02 ... 01 99 9. Do you own or rent your current residence? (1) Own 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 12. How many years have you lived in your current home? (1) Less than 5 (2) 5-10 years (2) Rent (4) Mobile home (5) Other (3) 11-20 years (4) more than 20 years (3) 11-20 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 inpt will help MSD improve the quality of service to its customers. Contact Person: 86 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 2013 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? 87 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- IONLY IFNO 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 ym with: Satisfied At All Know (A) Quality of service provided by employees who helped you on the phone 10 ... 09 ... 08... 07....06...05..04...03 02 ... 01 99 (B) Quality of service provided by employees who made a service call to your home/ neighborhood 10...09...08...07....06...05..04...03 02...01 99 (C) Overall quality of service provided by MSD .10 ... 09 ... 08... 07....06 ... 05 .. 04 ... 03 02 ... 01 99 9. Do you own or rent your current residence? (1) Own (2) Rent 10. Which of the following BEST describes your home? (1) Single family (4) Mobile home (2) Duplex -Triplex (5) Other (3) Apartment/Condo 11. How many years old is your home? (1) Less than 5 (2) 5-10 years (3) 11-20 years (4) more than 20 years 12. How many years have you lived in your current home? (1) Less than 5 (3) 11-20 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: 88 (VISE. 2013 Post Contact Survey Annual Report Conducted or Uvietropolitan St. Louis Sewer district 725 W. Frontier Circle Olathe, KS 66061 (913) 829-1215 January 2014 Contents Executive Summary i Section 1: Charts and Graphs 1 Section 2: GIS Maps (Location of Respondents) 11 Section 3: Tabular Data (WEIGHTED RESULTS) 17 Section 4: Survey Instrument 198 Executive Summary Purpose and Methodology ETC Institute conducted a post -contact survey for the Metropolitan St. Louis Sewer District during 2013. The survey was administered by phone to a random sample of 1,817 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 (Maximo) records each month. The overall results of the survey have a precision of at least +/-2.8% at the 95% level of confidence. The results of the individual billing and field service (Maximo) sub -samples have a precision of at least +/-3.4% at the 95% level of confidence for the year. 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 Major Findings ➢ Satisfaction with the overall quality of customer service provided by Billing employees remained the same. Overall satisfaction with the quality of customer service provided by Billing for 2013 is 8.30. In 2012 the mean rating reported was 8.20. Since 2010, the overall quality of customer service remains high and has steadily increased. ➢ Satisfaction with the overall quality of customer service provided by Field Service employees remains high. Overall satisfaction with the quality of customer service provided by Field Service for 2013 is 7.90. This is slightly lower than in 2012 when the mean rating reported was 8.10. Despite the slight decrease in 2013, the mean rating remains high and has increased steadily in years 2010, 2011, and 2012. > Satisfaction with the overall quality of customer service provided over the phone by Billing employees remains steady. Satisfaction with the overall quality of customer service provided by MSD (Billing employees) over the phone held steady at 8.50. Since 2010 the overall quality of customer service provided over the phone by Billing employees has remained the same from the year before. > Satisfaction with the overall quality of customer service provided over the phone by Field Service remains high. Satisfaction with the overall quality of customer service provided by MSD (Field Service employees) over the phone held steady at 8.50. > Based on customers' experience with Billing employees over the phone, ratings for 6 of the 8 areas assessed on the survey had satisfaction levels above 90%. The highest ratings pertained to courteous employees and respect shown by employees for their customers. Other notable ratings include: • Employee was courteous (95%) • Employee treated customer with respect (95%) • Customer service center is open when needed (95%) • Employee was technically competent (92%) • The length of time it took to speak with an employee was acceptable (92%) • Easy to determine appropriate phone number (90%) > Based on customers' experience with Field Service employees over the phone, ratings for 6 of the 8 areas assessed on the survey had satisfaction levels above 90%. The highest ratings pertained to length of time it took for customers to speak with an employee, courteous employees, and the customer service center being open when needed. Other notable ratings include: • The length of time it took to speak with an employee was acceptable (96%) • Customer service center is open when needed (95%) • Employee was courteous (95%) • Employee treated customer with respect (95%) • Employee was technically competent (94%) • Easy to determine appropriate phone number (91%) > 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, 4 out of 7 categories increased over the past year. Areas that had satisfaction levels above 97% included: • Employee had a professional appearance (100%) • Employee was courteous (98%) • Employee was technically competent (98%) ii 2013 MSD Post Contact Survey Section 1: Charts and Graphs ETC Institute (2013) 1 2013 MSD Post Contact Survey lir I Number of Post Contact Surveys Conducted by Type 1000 • 800 • 600 • 400 • 200 • Total = 1817 s Number of Surveys • Field Service O Billing Source: ETC Institute (Post -Contact Survey 2013) Q 1: What Was the Primary Reason You Had Contact with an MSD Employee During the Past 60 Days? 1000 im 800 • • 600 400 200 im Number of Surveys •Field Service ® Billing Source: ETC Institute (Post -Contact Survey 2013) ETC Institute (2013) 2 2013 MSD Post Contact Survey Ir Q2: Customers' Experience with Employees by Phone By Type of Contact 2013 mean percentage of "yes" responses for respondents who called MSD Easy to determine appropriate phone number IF Customer service center open when needed Length of wait to speak w/employee acceptable Employee was technically competent IF Employee was courteous I m Employee treated me with respect Employee told requirements to add. concerns & time Employee resolved question or concern p Source: ETC Institute (Post -Contact Survey 2013) 91% 90% 9_ 9. I9 92% 94 192i 9: 9: I9; 9. 76% 8 82% 0% 25% 50% 75% OField Service O Billing 100% Q2: Customers' Experience with Employees by Phone By Type of Contact 2013 vs 2012 mean percentage of "yes" responses for respondents who called MSD Easy to determine appropriate phone number IF Customer service center open when needed Length of wait to speak w/employee acceptable Im Employee was technically competent F Employee was courteous Employee treated me with respect Im Employee told requirements to add. concerns & time Ir Employee resolved question or concern Source: ETC Institute (Post -Contact Survey 20/3) 91% ] 94°r t0% 93% 95i 9 % 95% I 9 % ■ 96% 9'% 92% 93% 94% 93% 1 92% I 93% 195% 196% �95% 95 95N 9 95 956 76° 85% I 85% I 88% I 86% I 90% I 82% 186% 0% 25% 50% 75% 100% OField Service 2013 OField Service 2012 O Billing 2013 OBilling 2012 ETC Institute (2013) 3 2013 MSD Post Contact Survey Q2: Customers' Experience with Field Service Employees by Phone 1st Qtr 2013 through 4th Qtr 2013 mean percentage of "yes" responses for respondents who called MSD Easy to determine appropriate phone number Customer service center open when needed I - Length of wait to speak w/employee acceptable Employee was technically competent Employee was courteous F Employee treated me with respect Employee told requirements to add. concerns & time Employee resolved question or concern F p 90% IIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIII 90% 91% 93°, r AI 94•° IIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIII •2% 95'° 7% wirer/ AIM 9 , % WIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIWY • % 95'° — m •89 % IIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIII11 94'° 92% 9 % n99999999999999999999999999999999999999999999999999999999991 s; % 4', • •7% 9% iiim 9:% 95 9 % IIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIII 79% ° 84% :0°, MIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIII 89% 0% 20% 40% 60% O 1st Qtr 2013 0 2nd Qtr 2013 0 3rd Qtr 2013 M 4th Qtr 2013 Source: ETC Institute (Post -Contact Survey 2013) 80% 100% Trend Data Q2: Customers' Experience with Billinq Employees by Phone 1st Qtr 2013 through 4th Qtr 2013 mean percentage of 'yes" resp Easy to determine appropriate phone number Customer service center open when needed Length of wait to speak w/employee acceptable F Employee was technically competent Employee was courteous F Employee treated me with respect Employee told requirements to add. concerns & time Employee resolved question or concern 190% 184% 93 I 92% 193r Ic 190% 191% 95' I •1% I 91% I 90% I 93% 194 94°r 94°r 9 9 193 % 194° 9 9 I 83% I 82% 89% 188% I 82% 176% I 85% 1 84% 0% 20% 40% 60% 01st Qtr 2013 02nd Qtr 2013 03rd Qtr 2013 04th Qtr 2013 Source: ETC Institute (Post -Contact Survey 2013) 80% 98% 7% 100% Trend Data ETC Institute (2013) 4 2013 MSD Post Contact Survey i • Q3: Customers' Experience with MSD Employee(s) Who Made a Service Call to Home/Neighborhood 2013 vs 2012 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 Source: ETC Institute (Post -Contact Survey 2013) 0% 20% 40% 60% •2013 02012 80% 100% 99% 8% 8% 100° Trends 11 Q4: Customers' Experience with MSD Employee(s) Who Made a Service Call to Home/Neighborhood 111 1st Qtr 2013 through 4th Qtr 2013 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 98s 198% 99% 4''6 99% 100% 100% 100% I 99% i8% 57% 96% \\\\\\\\\\\\\\\VO\\\\\\\\\\\\\\\\\\\\\\\VO\\\\\\\\\\\\\\\\\\\\\\\\V\\\\\\\\\\\\\\\\\\\\\\\\\V\\\\\\\\\\\\\\\\A 96% I 8% 90% 98% 985 I I 94% 93% 73 80% I 87% 84% 87% \. A 88% I 89% 72° 81% 0% 20% 40% 60% 80% 100% 01st Qtr 2013 02nd Qtr 2013 03rd Qtr 2013 •4th Qtr 2013 Source: ETC Institute (Post -Contact Survey 2013) I Trend Data ETC Institute (2013) 5 2013 MSD Post Contact Survey I Q7a: Satisfaction with the Overall Quality of Service Provided over the Phone by Field Service p 10.00 9.00 8.00 7.00 6.00 5.00 mean rating based on a 10-point scale where l="not satisfied at all and 10="completely satisfied" j j j 1st Qtr 2013 2nd Qtr 2013 3rd Qtr 2013 4th Qtr 2013 Source: ETC Institute (Post -Contact Survey 2013) 2013 2012 2011 Trend Data p. IP Q7a: Satisfaction with the Overall Quality of Service Provided over the Phone by Billin mean rating based on a 10-point scale where 1=not satisfied at all" and 10="completely satisfied" 10.00 9.00 8.00 7.00 6.00 5.00 1st Qtr 2013 through 4th Qtr 2013 8.80 8.20 8.30 j 2013 vs 2012 vs 2011 8.70 8.50 8.50 8.50 1st Qtr 2013 2nd Qtr 2013 3rd Qtr 2013 4th Qtr 2013 2013 Source: ETC Institute (Post -Contact Survey 20/3) 2012 2011 Trend Data ETC Institute (2013) 6 2013 MSD Post Contact Survey I R • • p Q7c: Satisfaction with the Overall Quality of Service 10.00 9.00 8.00 7.00 6.00 5.00 Provided by VOL. FIELD ONLY mean rating based on a 10-point scale where 1="not satisfied at all" and 10="completely satisfied" 1st Qtr 2013 through 4th Qtr 2013 2013 vs 2012 vs 2011 7.90 8.10 7.70 1st Qtr 2013 2nd Qtr 2013 3rd Qtr 2013 4th Qtr 2013 Source: ETC Institute (Post -Contact Survey 2013) 2013 2012 2011 Trend Data ■ IP Q7c: Satisfaction with the Overall Quality of Service 10.00 9.00 8.00 7.00 6.00 5.00 rroviueu by MSD: BILLING ONLY mean rating based on a 10-point scale where 1=not satisfied at all" and 10="completely satisfied" 4 1st Qtr 2013 through 4th Qtr 2013 8.10 8.00 8.50 8.50 8.30 8.30 8.20 2013 vs 2012 vs 2011 1st Qtr 2013 2nd Qtr 2013 3rd Qtr 2013 4th Qtr 2013 2013 Source: ETC Institute (Post -Contact Survey 2013) 2012 2011 Trend Data ETC Institute (2013) 7 2013 MSD Post Contact Survey I Q7c: 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" 9.00 I - 7.00 IPI 5.00 1st Qtr 2013 through 4th Qtr 2013 7.90 7.80 8.00 8.30 2013 vs 2012 vs 2011 8.10 8.20 7.90 1st Qtr 2013 2nd Qtr 2013 3rd Qtr 2013 4th Qtr 2013 2013 2012 2011 Source: ETC Institute (Post -Contact Survey 2013) Q8: Do You Own or Rent Your Current Residence? by percentage of respondents 2013 2012 Own Own 92% 94% Not provided Rent 1% Not provided 5% Rent 1% 7% Source: ETC Institute (Post -Contact Survey 2013) J ETC Institute (2013) 8 2013 MSD Post Contact Survey I Q9: Which of the Following Best Describes Your Home: by percentage of respondents Single family 2013 92% Single family 93% Apt/Condo 3% Duple -Triplex 5% Source: ETC Institute (Post -Contact Survey 2013) 2012 Other Apt/Condc Duple -Triplex 3% 3% I I- Q10: How Many Years Old is Your Home? by percentage of respondents r 2013 More than 20 years 89% 5- 0 years 11-20y ears 3% 7% Less than 5 1% Source: ETC Institute (Post -Contact Survey 2013) 2012 More than 20 years 87% -10 years 4% Less than 5 2% 11-20 years 7% ETC Institute (2013) 9 2013 MSD Post Contact Survey Q11: How Many Years Have You Lived in Your Current Home? by percentage of respondents 2013 More than 20 yrs 40% Less than 5 21% 11 5-10 yrs 20% Source: ETC Institute (Post -Contact Survey 2013) 11-20 yrs 19% Less than 5 24% 2012 More than 20 yrs 37% • 5-10 yrs 20% 11-20 yrs 19% ETC Institute (2013) 10 2013 MSD Post Contact Survey Section 2: GIS Maps ETC Institute (2013) 11 2013 MSD Post Contact Survey 0 .PWAIPilm..' Ili 01.Mi, Ip16 -110 11111 pip um. 7- 4 � 1r, .■■ TT• may - 1 ^364 ■ n 0_ a e, f• I 141f ti r CO N 1L.` �tli map aft. • /�i/� IA 0 ❑fit• AB .♦i • • O eat • r t . �� c c Fi •FI • l_—■ if'S 100 c SA . c • 0 moo do■ f ' . ■ 61 atiei • a.'• ■ r aro • ■* i• s `i ■▪ t ' ■ • ■ti■ �i ocP o #(� ■ Z !■ w Ia { to S •` • i� • A -Z■ • _ .. i.. •i f • T*f. "roe spiAt . • 1, • 1 Os pf Location of Respondents MSD Post Contact Survey Year 2013 Results ••' r i( 13 157�� ETC Institute (2013) 12 2013 MSD Post Contact Survey Q8a: Satisfaction with the Overall Quality of Service Provided over the Phone by Billing Year 2013 I— lim LEGEND ZIP Stormwater OMCI Levee Districts St Louis Bndr F-1 District Boundary River Island Quality of Service 0.00 to 2.00 2.00 to 4.00 4.00 to 6.00 6.00 to 8.00 8.00 to 10.00 Other ETC Institute (2013) 13 2013 MSD Post Contact Survey Q8a: Satisfaction with the Overall Quality of Service Provided over the Phone by Maximo Year 2013 I— lim LEGEND ZIP Stormwater OMCI Levee Districts St Louis Bndr F-1 District Boundary River Island Quality of Service 0.00 to 2.00 2.00 to 4.00 4.00 to 6.00 6.00 to 8.00 8.00 to 10.00 Other ETC Institute (2013) 14 2013 MSD Post Contact Survey Q8c: Satisfaction with the Overall Quality of Service Provided by MSD: BILLING ONLY Year 2013 ©2013 CALIPER: ©2012 N TEQ I — LEGEND ZIP Stormwater OMCI Levee Districts !St Louis Bndry F-1 District Boundary River Island Quality of Service 0.00 to 2.00 2.00 to 4.00 4.00 to 6.00 6.00 to 8.00 I .00 to 10.00 Other ETC Institute (2013) 15 2013 MSD Post Contact Survey Q8c: Satisfaction with the Overall Quality of Service Provided by MSD: MAXIMO ONLY Year 2013 ©2013 CALIPER: ©2012 N TEQ I — LEGEND ZIP Stormwater OMCI Levee Districts !St Louis Bndry F-1 District Boundary River Island Quality of Service 0.00 to 2.00 2.00 to 4.00 4.00 to 6.00 6.00 to 8.00 I .00 to 10.00 Other ETC Institute (2013) 16 2013 MSD Post Contact Survey Section 3: Tabular Data ETC Institute (2013) 17 2013 MSD Post Contact Survey GROUPED PROBLEMCODE WEIGHTED Grouped problem Code Number Percent Cave In 232 12.8 % Water Backup 223 12.3 % Storm water 228 12.6 % Other 224 12.3 % Billing 909 50.1 % Total 1817 100.0 % GROUPED PROBLEM CODE UNWEIGHTED Grouped problem Code Number Percent 1=Cave In 172 9.5 % 2=Water Backup 370 20.4 % 3=Storm water 132 7.3 % 4=Other 234 12.9 % B=Billing 909 50.0 % Total 1817 100.0 % ETC Institute (2013) 18 2013 MSD Post Contact Survey Survey month Number Percent January= 143 7.9 % February= 147 8.1 % March= 137 7.5 % April= 150 8.3 % May= 156 8.6 % June= 154 8.5 % July= 150 8.3 % August= 157 8.6 % September= 157 8.6 % October= 156 8.6 % November= 155 8.5 % December= 154 8.5 % Total 1817 100.0 % ETC Institute (2013) 19 2013 MSD Post Contact Survey Survey type Number Percent B=Billing 909 50.1 % F=Field service 908 49.9 % Total 1817 100.0 % 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 917 50.4 % 2=Maintenance problem 900 49.6 % Total 1817 100.0 % 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 1815 99.9 % 2=No 2 0.1 % Total 1817 100.0 % Q2. Based on your experience with the employees you spoke with by phone, please answer the following questions. OVERALL Yes No 1 2 Q2a Easy to determine phone # to call 90.6% 9.4% Q2b MSD Customer Service Ctr open 95.0% 5.0% Q2c Time waited to speak was acceptable 93.6% 6.4% Q2d Employee was tech competent 92.8% 7.2% Q2e Employee was courteous 95.0% 5.0% Q2f Employee treated you with respect 94.9% 5.1% Q2g What was needed to address concern 80.7% 19.3% Q2h Employee resolved question/concern 84.0% 16.0% If NO to Q2h ask Q2" and Q2 Q2j Any followup regarding issue status 14.7% 85.3% ETC Institute (2013) 20 2013 MSD Post Contact Survey Q2i. Why not? FB=Billingl Survey type Problem Description Contact Person Q2i Why not? B CUSTOMER CALLED B B B B B B B B B B BILLING INQUIRY BIILLING INQUIRY BILING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY CINDY FRY NATASHA M BISHOP SHERLENE ALI SHERLENE ALI ALESHA GARDNER ANDREA TINDAL ANGELICA RIVAS- DIAZ BRYAN HERRON BRYAN HERRON BRYAN HERRON BRYAN HERRON I NEVER RECEIVED A RETURN CALL CALLED 2 DIFFERENT DAYS & GOT 2 DIFFERENT ANSWERS ONLY SAID THEY DID NOT GET THE BILL COULD NOT HELP THEY DID NOT HELP OR SOLVE ISSUE PROBLEM IS THEY HAVEN'T SENT INFO SUPPOSED TO THEY DID NOT CALL ME BACK TO SOLVE MY PROBLEM COULDN'T HELP HER W/HER ACCOUNT PROBLEM BILLING PROBLEM AT EMPTY PROPERTY IS ON GOING HAD TO CALL BACK SEVERAL TIMES FOR BILLING INFO MSD IS NOT COMMUNICATING W/ ME AS REQUESTED NO BECAUSE I'M TRYING TO FIND OUT HOW TO PAY IT ETC Institute (2013) 21 2013 MSD Post Contact Survey Q2i. Why not? f B=Billing] Survey type Problem Description Contact Person Q2i Why not? B BILLING INQUIRY BRYAN HERRON WAITING TO SEE IF MY PAYMENT IS POSTED IN SYSTEM B BILLING INQUIRY CAROLL ROGERS CAN'T PUT NAME OF THE HOME IN MY CUSTOMERS NAME B BILLING INQUIRY CAROLL ROGERS COULDN'T AGREE ON THE ISSUE THE BILL WAS PAID B BILLING INQUIRY CAROLL ROGERS CUSTOMER MUTUALLY AGREED ON BILLING ISSUE B BILLING INQUIRY CAROLL ROGERS DIDN'T GET THE ANSWER TO MY QUESTION B BILLING INQUIRY CAROLL ROGERS FIRST PERSON I TALKED TO DIDN'T HELP B BILLING INQUIRY CAROLL ROGERS HE FELT LIKE THEY DID NOT SOLVE HIS PROBLEM B BILLING INQUIRY CAROLL ROGERS MSD DID NOT LOOK FOR THE BILLING PROBLEM B BILLING INQUIRY CAROLL ROGERS NO ONE HAS TALKED TO ME ABOUT MY BASEMENT FLOODING B BILLING INQUIRY CAROLL ROGERS PEOPLE DID NOT KNOW WHAT THEY WERE TALKING ABOUT ETC Institute (2013) 22 2013 MSD Post Contact Survey Q2i. Why not? f B=Billing] Survey type Problem Description Contact Person Q2i Why not? B BILLING INQUIRY CAROLL ROGERS STILL HAVEN'T RECEIVED PHONE CALL ABOUT HIGH BILL B BILLING INQUIRY CAROLL ROGERS THEY ARE BILLING HER FOR A VACANT HOUSE B BILLING INQUIRY CARROLL ROGERS 4 TO 5 WEEKS TO RESOLVE MY PROBLEM B BILLING INQUIRY DEMARISE TAYLOR STILL SENDING BILLS AND WATER IS TURNED OFF B BILLING INQUIRY DEMARISE TAYLOR UNABLE TO TELL HER WHY THERE WAS AN ISSUE W/BILL B BILLING INQUIRY EMILY LOPEZ DOUBLE BILLING AT 3416 ST HENRY & NO BILL SENT B BILLING INQUIRY EMILY LOPEZ I HAD TO HIRE A LAWYER DID NOT FIX THE PROBLEM B BILLING INQUIRY EMILY LOPEZ SHE DID NOT KNOW HOW TO SOLVE HER PROBLEM B BILLING INQUIRY EMILY LOPEZ STILL CHARGED FOR MONEY B BILLING INQUIRY FELICA YANCEY COULD NOT FIND THE CHECK AND ACCUSED HER OF LYING ETC Institute (2013) 23 2013 MSD Post Contact Survey Q2i. Why not? f B=Billing] Survey type Problem Description Contact Person Q2i Why not? B BILLING INQUIRY FELICIA YANCEY B BILLING INQUIRY FELICIA YANCEY B BILLING INQUIRY FELICIA YANCEY B BILLING INQUIRY FELICIA YANCEY B BILLING INQUIRY FLORISSANT B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY JACQUELINE GOSSETT JACQUELINE GOSSETT JACQUELINE GOSSETT JACQUELINE GOSSETT B BILLING INQUIRY JACQUELINE GOSSETT B BILLING INQUIRY JACQUELINE GOSSETT COULD NOT UNDERSTAND EXPLAINATION OF WATER CHARGES DID NOT DISCONNECT THE WATER ON RENTAL PROPERTY TAXES WENT UP DID NOT UNDERSTAND THEY DIDN'T SEND HIM A BILL WANTS TO KNOW WHY BILL WENT UP SO HIGH DID NOT ANSWER MY QUESTIONS DON'T KNOW IF IT'S RESOLVED YET HASN'T RESPONDED YET LACK OF COMMUNICATION BETWEEN MSD & COLLECTORS RAISED MY BILL AND DIDN'T NOTIFY ME SENT HER A PAYMENT TWICE THROUGH MAIL ETC Institute (2013) 24 2013 MSD Post Contact Survey Q2i. Why not? f B=Billing] Survey type Problem Description Contact Person Q2i Why not? B BILLING INQUIRY JAIME DIXSON BILLING INQUIRY JAIME DIXSON BILLING INQUIRY JAIME DIXSON BILLING INQUIRY JAIME DIXSON B B B B B B B B B B BILLING INQUIRY JAIME DIXSON BILLING INQUIRY JAIME DIXSON BILLING INQUIRY JAIME DIXSON BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY JAIME DIXSON JAIMI DIXSON JAMIE DIXSON JAMIE DIXSON BECAUSE THEY MADE A MISTAKE ON THE BILL DID NOT UNDERSTAND MY BILL GOT TRANSFERRED TO DIFFERENT DEPARTMENT NOT HAPPY WITH EXPLANATION GIVEN ABOUT INCREASES NOTHING GOT DONE FOR MONTHS REFUND WE WERE SUPPOSE TO RECEIVE TOOK LONG TIME SENT MY BILL TO COLLECTION WITHOUT NOTIFYING ME THEY DIDN'T KNOW WHAT TO DO HAD TO DEAL WITH AUDIT HAD TO CALL IN ST LOUIS COUNTY NOT A GOOD EXPLANATION OF MY BILLING PROBLEM ETC Institute (2013) 25 2013 MSD Post Contact Survey Q2i. Why not? f B=Billing] Survey type Problem Description Contact Person Q2i Why not? B BILLING INQUIRY JEANETTE STREATER B BILLING INQUIRY JEANETTE STREATER B B B B B B B B BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY JEANETTE STREATER JEANETTE STREATER JEANETTE STREATER JEANETTE STREATER BILLING INQUIRY JEANETTE STREATER BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY JEANETTE STREATER JEANETTE STREATER JEANETTE STREATER ASKED WHY SEWER BILL WAS HIGHER THAN WATER BILL DIDN'T OFFER ANY HELP -DIDN'T ANSWER ANY QUESTIONS GOT TIRED OF MESSING W/ACCOUNT & JUST PAID IT MSD DID NOT TELL ME HOW LONG ISSUE WOULD BE SOLVED MSD GOT MIXED UP I WAS PAYING FOR 2 ACCOUNTS MY TENANTS SHOULD BE RESPONSIBLE FOR WATER BILL THEY DID NOT DO WHAT SHE ASKED THEY ONLY SEE THEIR WAY & WON'T TRY TO LISTEN WANTED AN ANSWER TAKING TOO LONG NO CALL BACK WOULD HAVE SUPERVISOR CALL ETC Institute (2013) 26 2013 MSD Post Contact Survey Q2i. Why not? f B=Billing] Survey type Problem Description Contact Person Q2i Why not? B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY LAURA PAZ LINDA SALAZAR MATT HERGERT MEAGHAN BELL MEAGHAN BELL NATASHA M BISHOP NATASHA M BISHOP NATASHA M BISHOP NICCOLA LEE NICCOLA LEE AMOUNT ON BILL DOES NOT ADD UP WATER THAT WAS USED IF I DON'T PAY THEY WILL PUT A LEAN ON MY HOUSE DON'T KNOW HOW TO SOLVE THE PROBLEM THEY DIDN'T TURN OFF THE SERVICE WILL NOT LET ME COME IN TO RESOLVE PROBLEM RUDE DID NOT GET ADEQUATE ANSWER EMPLOYEE TRIED BUT DIDN'T REALLY HELP W/THE BILL STILL HAVE NO RESOLUTION TO PROBLEM ONE EMPLOYEE ALMOST HAD IT FIXED MESSED UP AGAIN SAID IT WOULD BE 3 MONTHS TO RECEIVE WATER BILLING ETC Institute (2013) 27 2013 MSD Post Contact Survey Q2i. Why not? f B=Billing] Survey type Problem Description Contact Person Q2i Why not? B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY NICCOLA LEE NICCOLA LEE NICCOLA LEE ORLANDOS HUMPHRE ORLANDOS HUMPHREY ORLANDOS HUMPHREY ORLANDOS HUMPHREY ORLANDOS HUMPHREY ORLANDOS HUMPHREY ORLANDOS HUMPHREY ORLANDOS HUMPHREY SHE DID NOT ANSWER MY QUESTIONS SHE HUNG UP ON ME WITHOUT ANSWERING MY QUESTION WOULDN'T HELP BECAUSE I DIDN'T KNOW ACCOUNT NUMBER WANTS TO KNOW WHY BILL IS HIGHER/ ANSWER NOT CLEAR ASKED FOR FORM TO BE MAILED STILL HAVEN'T GOT IT DIDN'T TELL ME HOW TO GET HELP HAS HAD PROBLEMS FOR OVER 1 YEAR HE DIDN'T GIVE A GOOD EXPLANATION NEVER ANSWERED HIS QUESTIONS -NO HELP W/HIS PROBLEM STILL HAVE NOT FIXED THE PROBLEM STILL NOT FIGURED OUT & HAVEN'T FOLLWED-UP ETC Institute (2013) 28 2013 MSD Post Contact Survey Q2i. Why not? f B=Billing] Survey type Problem Description Contact Person Q2i Why not? B B B B B B B B B B B B BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY ORLANDOS HUMPHREY PORTMAN EUGENE SHEILA BOWERS SHEILA BOWERS SHEILA BOWERS SHEILA BROWN SHELBY WALKER SHELLEY WALKER SHELLEY WALKER SHELLEY WALKER SHELLEY WALKER SHELLEY WALKER STILL NOT SURE WHAT'S GOING ON SHE DIDN'T UNDERSTAND THE ISSUE DON'T KNOW IF CUSTOMER PAID BILL OVER PHONE DON'T WANT TO RESOLVE MY BILLING PROBLEM NEVER CALLED BACK LADY ON PHONE STARTED OUT NICE BUT NOT AT THE END YES SHE HELPED BUT THE PROBLEM STILL NOT SOLVED IAMOWED A REFUND HAVE NOT RECEIVED IT YET MONEY WAS OWED Z7 THEY GARNISHED MY WAGES NO FOLLOW-UP NOT ABLE TO PROVIDE DETAILED INFORMATION PROBLEM NOT SOLVED ETC Institute (2013) 29 2013 MSD Post Contact Survey Q2i. Why not? f B=Billing] Survey type Problem Description Contact Person Q2i Why not? B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY SHELLEY WALKER SHELLEY WALKER SHELLY WALKER SHELLY WALKER SHERLENE ALI SHERLENE ALI SHERLENE ALI SPENCER THOMAS SPENCER THOMAS TUNISIA HUDDLESTON TUNISIA HUDDLESTON WAS TO GET CREDIT 2K INSTEAD CREDIT FOR $1,400 WOULDN'T REVIEW USAGE NO REASON WHY BILL DOUBLED/NOT VERY HELPFUL TOOK TOO LONG TO SOLVE THE PROBLEM CLERK COULDN'T EXPLAIN WHY I GOT A PAST DUE BILL FLOODED BASEMENT EVERYTHING WAS LOST SEWER BILL IS TOO HIGH BILLING NOT RESOLVED SENDING THE BILL NOT SURE IF WE ARE USING SERVICE SENT WRONG BILL AMOUNT & NO ONE LIVES AT THE HOME I HAVE TO LOOK AT MY WATER BILL READING MY BILL WENT UP & DIDN'T GIVE ME A CLEAR ANSWER ETC Institute (2013) 30 2013 MSD Post Contact Survey Q2i. Why not? f B=Billing] Survey type Problem Description Contact Person Q2i Why not? B BILLING INQUIRY B B B B B B B B B B BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING TEAM RESEARCH BILLING TEAM RESEARCH BILLLING INQUIRY BIOLLING INQUIRY CALL TO CUSTOMER CALL TO CUSTOMER CALL TO CUSTOMER TUNISIA HUDDLESTON TUNISIA HUDDLESTON VANESSA SOLIZ VANESSA SOLIZ BRYAN HERRON CAROLL ROGERS FELICIA YANCEY JACQUELINE GOSSETT CAROLL ROGERS CYNATHIA WOMACK DEA DELUGOS MY PROBLEM HAS BEEN SENT TO RESEARCH WATER DEPT PROBLEM HAS NOT BEEN SOLVED HE WANTED BILL IN RENTERS NAME & THEY TOLD HIM NO WAS SUPPOSED TO SEND PAPERS STILL HAS NOT MSD HAS NOT DEALT WITH MY PROBLEM I NEED TO RECEIVE MY BILL BEFORE PROBLEM SOLVED NOT SURE OF WHY MY BILL WAS RAISED A RATE INCREASE DID'T ANSWER MY QUESTION STILL BEING OVER CHARGED DID NOT KNOW WHO TO BLAME NO IDEA ABOUT THE BILL NO ONE LIVES THERE ETC Institute (2013) 31 2013 MSD Post Contact Survey Q2i. Why not? f B=Billing] Survey type Problem Description Contact Person Q2i Why not? B CALL TO CUSTOMER B CALL TO CUSTOMER B CHANGE CUSTOMER ACCT INFO B CHANGE CUSTOMER ACCT INFO B CHANGE CUSTOMER ACCT INFO B CHANGE CUSTOMER/ ACCT INFO B CHANGE CUSTOMER/ ACCT INFO B CHANGE CUSTOMER/ ACCT INFO B CHANGE CUSTOMER/ ACCT INFO B CHANGE CUSTOMER/ ACCT INFO EMILY NOLAND MICHELLE SIMMONS EMILY LOPEZ JACQUELINE GOSSETT SHEILA BOWERS CAROLL ROGERS CARROLL ROGERS CYNTHIA WOMACK DEMARISE TAYLOR EMILY LOPEZ MY BILL GOT MIXED UP W/NEIGHBORS BILL NO THE PROBLEM I HAD HAS YET BEEN SOLVED THE BILL WAS RAISED NOT SURE WHY/EXPLAINED TO ME I SHOULD BE ABLE TO CONDUCT BUSINEESS OVER PHONE ON HER BILL THEY HAVE A TENANTS NAME THEY SAID IT WOULD BE RECEIVED THEN NEVER CALLED DID NOT CHANGE ACCOUNT INFO AS REQUESTED DON'T KNOW HOW LONG IT WOULD TAKE DOES NOT KNOW WHAY THE STATUS OF THE PROBLEM DIDN'T SOLVE MY PROBLEM ETC Institute (2013) 32 2013 MSD Post Contact Survey Q2i. Why not? f B=Billing] Survey type Problem Description Contact Person Q2i Why not? B CHANGE CUSTOMER/ ACCT INFO FELICIA YANCEY B CHANGE CUSTOMER/ GIDGET TAYLOR ACCT INFO B B B B B B B B CHANGE CUSTOMER/ ACCT INFO CHANGE CUSTOMER/ ACCT INFO CHANGE CUSTOMER/ ACCT INFO CHANGE CUSTOMER/ ACCT INFO CHANGE CUSTOMER/ ACCT INFO CHANGE CUSTOMER/ ACCT INFO CHANGE CUSTOMER/ ACCT INFO CHANGE CUSTOMER/ ACCT INFO JACQUELINE GOSSETT JACQUELINE GOSSETT JAIME DIXON JEANETTE STREATER KAREN MCDOWELL RAMONA GORDON SHEILA BOWERS SHEILA BOWERS WANTED NAME CHANGE ON ACCOUNT HUSBAND DIED TAKE PROWELL OFF BILL DIVORCED WANTS FLEMING ON IT THAT THEY WOULD NOT DO ANYTHING ABOUT IT THEY DIDN'T RESOLVE MY ISSUE BECAUSE HAD TO DRIVE THERE TO GET IT DONE I WANTED TO BUNDLE SOME SERVICES DIDN'T UNDERSTAND WILL NOT WORK WITH ME ON PAYMENT PLANS STILL GETTING BILLS FROM OLD HOME HAVEN'T RECEIVED BILL FOR ONE OF THE PROPERTIES CALL BACK HAVING PROBLEMS STILL WITH BILL ETC Institute (2013) 33 2013 MSD Post Contact Survey Q2i. Why not? f B=Billing] Survey type Problem Description Contact Person Q2i Why not? B CHANGE CUSTOMER/ B B B B B B B B B B ACCT INFO CHANGE CUSTOMER/ ACCT INFO CHANGE CUSTOMER/ ACCT INFO CHANGE CUSTOMER/ ACCT INFO CHANGE CUSTOMER/ ACCT INFO CHANGE CUSTOMER/ ACCT INFO CHANGE CUSTOMER/ ACCT INFO CREDIT BALANCE REFUND REQ CREDIT BALANCE REFUND REQ CREDIT BALANCE REFUND REQ CREDIT BALANCE REFUND REQ SHEILA BOWERS SHEILA BOWERS SHEILA BOWERS SHEILA BOWERS SHEILA BOWERS SHEILA BOWERS SHERLEN ALI MARGARET CRONK SHERRY BELL TORT HANCOCK VERNON MARTIN COULDN'T GET THE RIGHT PERSON HELP ME ON MY BILL IT TOOK 2 YEARS & HE WAS CONTACTED BY COLLECTIONS NEVER GOT THROUGH TO NOBODY NOT RECEIVING A BILL REFUSED PAYMENT HER NAME WAS NOT THE ACCOUNT WE HAD TO GO TO THE DEPARTMENT THINK I GOT DOUBLE BILLED WAITING TO HEAR FROM MSD TOOK TOO LONG GET MONEY BACK HAD TO WRITE LETTER NEVER RECEIVED A CREDIT FOR PREVIOUS CREDIT NEEDED TO TALK TO SUPERVISOR REGARDING REFUND DID NOT SPEAK TO EMPLOYEE MSD JUST SENT MAIL ETC Institute (2013) 34 2013 MSD Post Contact Survey Q2i. Why not? f B=Billing] Survey type Problem Description Contact Person Q2i Why not? B CREDIT BALANCE B B B B B B B B B REFUND REQ CREDIT BALANCE REFUND REQ CUSTOMER CALLED CUSTOMER CALLED CUSTOMER CALLED CUSTOMER CALLED CUSTOMER CALLED CUSTOMER CALLED EFT INQUIRY/ REQUEST MOVE IN CUSTOMER CALL VERNON MARTIN VERNON MARTIN CYNTHIA WOMACK CYNTHIA WOMACK EMILY NOLAND KAREN MCDOWELL MICHELLE SIMMONS RISHA COLLINS SHERRY BELL JAMI MILLER MSD SENT A CHECK TO A HOUSE CUSTOMER OWNED 3 YEARS THEY WERE NOT ABLE TO SOLVE MY PROBLEM BE DILIGENT IN ORDER KEEP BILLING CORRECT PROBLEM STILL NOT SOLVED BASEMENT FLOODED ON FRIDAY DIDN'T COME UNTIL MON EMPLOYEE SEEMED LIKE SHE COULD GIVE ME ANSWERS I WANT MAILING ADDRESS CHANGED WE GET LATE FEES NEVER HEARD FROM THEM TO ANSWER MY QUESTION DID EVERYTHING SHE NEEDED TO GET BILL WITHDRAWN BILL IS GOING TO PRIOR OWNER CAN'T GET TO HIM ETC Institute (2013) 35 2013 MSD Post Contact Survey Q2i. Why not? f B=Billing] Survey type Problem Description Contact Person Q2i Why not? B MOVE OUT CHARLOTTE TRYING TO GET CUSTOMER CALL FERGUSON REFUND B MOVE OUT- CHARLOTTE SAID I NEED TO TALK CUSTOMER CALL FERGUSON TO PERSON BOUGHT THE HOUSE ETC Institute (2013) 36 2013 MSD Post Contact Survey Q2i. Why not? fF=Field Service] Work Grouped Order Service problem Survey type Number Area Code Crew Member #1 Department Responsible Q2i Why not? F 3 MAINTENANCE BLOCKAGE IN DRAIN CAUSED STANDING WATER IN DRAIN F 1 MAINTENANCE CALLED TWICE IN 3 MONTHS MSD CREATED A SINK HOLE F 4 MAINTENANCE COULD NOT HELP F 1 MAINTENANCE COULD NOT LET ME KNOW WHEN THEY CAN COME OUT F GR 3 GASSNER MAINTENANCE DID NOT FIX THE ISSUE SAID COULD NOT HELP F MI 1 DAILY MAINTENANCE/ DID NOT SEE CONSTRUCTION SOMEBODY OUT HERE FROM MSD ISSUE WORSE F MI 2 MULLEN MAINTENANCE DIDN'T DO ANYTHING F SU 2 MAINTENANCE DIDN'T SEND SOMEONE OUT TO HOUSE F 4 CONSTRUCTION DIDN'T WANT TO FIGURE OUT HIS PROBLEM F 2 MAINTENANCE EMPLOYEE STATED IT WAS NOT MSD'S PROBLEM ETC Institute (2013) 37 2013 MSD Post Contact Survey Q2i. Why not? fF=Field Service] Work Grouped Order Service problem Survey type Number Area Code Crew Member #1 Department Responsible Q2i Why not? F GR 1 JOURDAIN MAINTENANCE/ HAVEN'T SEEN OR CONSTRUCTION HEARD FROM ANYONE F 2 MAINTENANCE HOME HAS BEEN FLOODING DUE TO MSD'S POOR WORK F 3 MAINTENANCE JUST SAID SOMEONE WILL COME OUT WHEN THEY CAN F SU 3 ADAMS MAINTENANCE MSD & STREET SWEEPER KEPT MOVING LEAVES IN DRAIN F 1 MAINTENANCE NEVER BEEN OUT TO FIX THE PROBLEM STILL WAITING F 4 MAINTENANCE NO ONE CALLED TO LET HER KNOW THE RESULTS F 1 MAINTENANCE NO ONE SHOWED UP F 2 MAINTENANCE PARENTS HOUSE IS CONTAMENATED & HAS MADE ME SICK F 4 MAINTENANCE SAID THEY COULD NOT FIND ISSUE F 4 MAINTENANCE SEWER LINE IS SMALLER FORCES GAS SMELL TO HOUSE ETC Institute (2013) 38 2013 MSD Post Contact Survey Q2i. Why not? fF=Field Service] Work Grouped Order Service problem Survey type Number Area Code Crew Member #1 Department Responsible Q2i Why not? F MI 2 MAINTENANCE SHE TOLD ME IT WAS MY PROBLEM -NOT MSD F 2 MAINTENANCE THE GUY WAS RUDE & SAID NO ONE WAS WORKING F 3 MAINTENANCE THE REPRESENTATIVE DID NOT UNDERSTAND MY CONCERN F 3 MAINTENANCE THEY BLAMED THE PROBLEM ON THE CITY F 3 MAINTENANCE THEY SAID THEY AREN'T RESPONSIBLE FOR SOIL EROSION F 4 MAINTENANCE TOLD ME SOMEONE ELSE IS GOING TO HAVE TO COME OUT F 2 MAINTENANCE WAS NOT ABLE TO TELL IF LINES WHERE CLEANED F 2144077 MI 1 DONNAN CONSTRUCTION SITUATION STILL HASN'T BEEN ADDRESSED F 2159111 GR 2 BIXLER MAINTENANCE WAITED 3-4 HOURS NOBODY SHOWED UP ETC Institute (2013) 39 2013 MSD Post Contact Survey Q2i. Why not? fF=Field Service] Work Grouped Order Service problem Survey type Number Area Code Crew Member #1 Department Responsible Q2i Why not? F 2161833 GR 1 TAORMINA CONSTRUCTION/ CUSTOMER SAYS MAINTENANCE YOU DID NOT RESOLVE THE PROBLEM YET F 2166084 MI 3 LUCAS MAINTENANCE THEY SAID THEY WOULD TAKE CARE OF IT NOTHING DONE F 2166306 MI 2 CLARK MAINTENANCE SAID SOMEONE WOULD COME OUT F 2166890 MI 2 FRANKS MAINTENANCE HAVEN'T CALLED THE CUSTOMER BACK F 2167460 MI 3 JOHNSON MAINTENANCE AGENT SAID THERE WAS NO CLAIM F 2185463 GR 1 JOURDAIN CONSTRUCTION/ THREATING HOLE IN MAINTENANCE SUB -DIVISION MSD RESPONSIBLE F 2187871 MI 1 GARDNER CONSTRUCTION/ HAD TO CALL 2 TIMES MAINTENANCE TO GET PHONE SERVICE COMPLETE F 2188230 GR 3 GASSNER MAINTENANCE HAVEN'T FIXED IT F 2194590 MI 2 MULLEN MAINTENANCE SEEMED LIKE IT TOOK FOREVER GOT HERE TOO LATE F 2197809 MI 2 FORTSON JR MAINTENANCE 1PERSON TOLD ME 1 THING ANOTHER TOLD ME DIFFERENT F 2236641 SU 1 HARWELL MAINTENANCE- ISSUE IS TAKING A CONSTRUCTION LONG TIME TO RESOLVE ETC Institute (2013) 40 2013 MSD Post Contact Survey Q2i. Why not? fF=Field Service] Work Grouped Order Service problem Survey type Number Area Code Crew Member #1 Department Responsible Q2i Why not? F 2242842 SU 2 VOLLMER MAINTENANCE DIDN'T SEND ANYONE OUT TO CHECK OUT FLOODING F 2242965 GR 2 THIEL MAINTENANCE FIGHTING OVER WHO IS RIGHT ABOUT THE PROBLEM F 2243977 MI 2 MUELLER MAINTENANCE DIDN'T GIVE PROPER INFO HOW TO HANDLE THE PROBLEM F 2244230 MI 3 MOORE MAINTENANCE/ NEVER HEARD OF ENGINEERING ANYTHING GETTING BACK WITH ME F 2246550 SU 2 BAILEY MAINTENANCE NOT PROFESSIONAL AT ALL F 2247251 MI 2 KLAGES MAINTENANCE STILL PENDING F 2247267 SU 2 HARWELL MAINTENANCE TRANSFERRED TO SUPERVISOR PROBLEM NOT SOLVED F 2247286 GR 4 VILCHIS MAINTENANCE MSD SAID SEWER LINES WAS FINE NOT THEIR PROBLEM F 2249798 SU 2 VILCHIS MAINTENANCE THEY DIDN'T TELL ME WHEN THEY WOULD COME OUT F 2250179 MI 3 JAMES MAINTENANCE THEY PASSED ME OFF TO ANOTHER PERSON ETC Institute (2013) 41 2013 MSD Post Contact Survey Q2i. Why not? fF=Field Service] Work Order Survey type Number Service Area Grouped problem Code Crew Member #1 Department Responsible Q2i Why not? F 2271527 GR 2273778 SU 2276316 MI 2277641 MI 2278503 MI 2279199 MI 2290151 GR 2290343 MI 2305778 MI 2307204 GR 2310615 MI 2313836 SU 1 2 2 1 1 4 1 1 4 1 1 4 MARTIN A SIMON HARWELL MARCUS L JOHNSON DIERING ROBERT E DIERING PLUMMER JOURDAIN WELDELE JOHNSON JOURDAIN JOHNSON DAVIS CONSTRUCTION/ MAITENANCE MAINTENANCE MAINTENANCE CONSTRUCTION/ MAINTENANCE CONSTRUCTION/ MAINTENANCE CONSTRUCTION MAINTENANCE CONSTRUCTION/ MAINTENANCE MAINTENANCE CONSTRUCTION/ MAINTENANCE CONSTRUCTION/ MAINTENANCE MAINTENANCE NOTHING DONE THEY WEREN'T FRIENDLY OR KNOWLEDGEABLE NOT FIXED/DON'T LISTEN WAS NOT MSD'S PROBLEM TO RESOLVE JUST SAID THEY WOULD PASS ON MSD SAID IT WAS NOT THEIR PROBLEM TO SOLVE IT THIS IS A REPEAT CAVE-IN & THEY WERE NOT QUALIFIED NOBODY EVER GOT BACK WITH ME STILL HAVEN'T FIXED THE PROBLEM PROBLEM HASN'T BEEN RESOLVED NO ONE HAS BEEN OUT TO FIX IT/NO RESPONSE SHE JUST TOLD ME TO CALL A PLUMBER ETC Institute (2013) 42 2013 MSD Post Contact Survey Q2i. Why not? fF=Field Service] Work Grouped Order Service problem Survey type Number Area Code Crew Member #1 Department Responsible Q2i Why not? F 2313863 SU 3 ROWLAND MAINTENANCE/ THEY HAVEN'T ENGINEERING RESOLVED THE PROBLEM WITH THE SEWER F 2318420 GR 1 THIEL CONSTRUCTION/ CAVE-IN HASN'T MAINTENANCE BEEN RESOLVED F 2321821 GR 1 MUELLER CONSTRUCTION/ THEY DID NOT MAINTENANCE RESOLVE THE PROBLEM CONCERN F 2335413 SU 4 HARWELL MAINTENANCE THEY DIDN'T ADDRESS THE PROBLEM OR CONCERN F 2351120 GR 4 RUMPSA CONSTRUCTION NEVER ANSWERED MY QUESTIONS F 2393485 GR 4 THIEL MAINTENANCE THEY GAVE NO EFFORT & FINALLY SENT SOMEONE OUT ETC Institute (2013) 43 2013 MSD Post Contact Survey Q2. Based on your experience with the employees you spoke with by phone, please answer the following questions. [Billing only] BILLING ONLY Yes No 1 2 Q2a Easy to determine phone # to call 90.1% 9.9% Q2b MSD Customer Service Ctr open 95.1% 4.9% Q2c Time waited to speak was acceptable 91.5% 8.5% Q2d Employee was tech competent 92.0% 8.0% Q2e Employee was courteous 95.0% 5.0% Q2f Employee treated you with respect 95.0% 5.0% Q2g What was needed to address concern 85.3% 14.7% Q2h Employee resolved question/concern 81.9% 18.1% If NO to Q2h ask Q2' and Q2 Q2j Any followup regarding issue status 4.9% 95.1% ETC Institute (2013) 44 2013 MSD Post Contact Survey Q2. Based on your experience with the employees you spoke with by phone, please answer the following questions. [Field service only] FIELD SERVICE ONLY Yes No 1 2 Q2a Easy to determine phone # to call 91.0% 9.0% Q2b MSD Customer Service Ctr open 94.8% 5.2% Q2c Time waited to speak was acceptable 95.7% 4.3% Q2d Employee was tech competent 93.6% 6.4% Q2e Employee was courteous 95.0% 5.0% Q2f Employee treated you with respect 94.7% 5.3% Q2g What was needed to address concern 76.1% 23.9% Q2h Employee resolved question/concern 86.2% 13.8% If NO to Q2h ask Q2' and Q2 Q2j Any followup regarding issue status 27.9% 72.1% ETC Institute (2013) 45 2013 MSD Post Contact Survey 02. Based on your experience with the employees you spoke with by phone, please answer the following questions. [Cave in only] CAVE IN Yes No 1 2 Q2a Easy to determine phone # to call 91.2% 8.8% Q2b MSD Customer Service Ctr open 93.8% 6.3% Q2c Time waited to speak was acceptable 92.8% 7.2% Q2d Employee was tech competent 94.2% 5.8% Q2e Employee was courteous 96.9% 3.1% Q2f Employee treated you with respect 97.4% 2.6% Q2g What was needed to address concern 69.8% 30.2% Q2h Employee resolved question/concern 82.7% 17.3% If NO to Q2h ask Q2" and Q2 Q2j Any followup regarding issue status 20.5% 79.5% ETC Institute (2013) 46 2013 MSD Post Contact Survey 02. Based on your experience with the employees you spoke with by phone, please answer the following questions. [Water backup only] WATER BACKUP Yes No 1 2 Q2a Easy to determine phone # to call 89.4% 10.6% Q2b MSD Customer Service Ctr open 95.4% 4.6% Q2c Time waited to speak was acceptable 97.7% 2.3% Q2d Employee was tech competent 92.1% 7.9% Q2e Employee was courteous 93.1% 6.9% Q2f Employee treated you with respect 93.1% 6.9% Q2g What was needed to address concern 82.5% 17.5% Q2h Employee resolved question/concern 87.2% 12.8% If NO to Q2h ask Q2' and Q2 Q2j Any followup regarding issue status 17.9% 82.1% ETC Institute (2013) 47 2013 MSD Post Contact Survey Q2. Based on your experience with the employees you spoke with by phone, please answer the following questions. [Stormwater problem codes for Field service] STORMWATER Yes No 1 2 Q2a Easy to determine phone # to call 88.8% 11.2% Q2b MSD Customer Service Ctr open 94.6% 5.4% Q2c Time waited to speak was acceptable 96.3% 3.7% Q2d Employee was tech competent 93.1% 6.9% Q2e Employee was courteous 93.8% 6.3% Q2f Employee treated you with respect 92.4% 7.6% Q2g What was needed to address concern 71.1% 28.9% Q2h Employee resolved question/concern 83.9% 16.1% If NO to Q2h ask Q2" and Q2 Q2j Any followup regarding issue status 50.0% 50.0% ETC Institute (2013) 48 2013 MSD Post Contact Survey Q2. Based on your experience with the employees you spoke with by phone, please answer the following questions. [Other problem codes for Field service] OTHER Yes No 1 2 Q2a Easy to determine phone # to call 94.6% 5.4% Q2b MSD Customer Service Ctr open 95.5% 4.5% Q2c Time waited to speak was acceptable 95.9% 4.1% Q2d Employee was tech competent 95.0% 5.0% Q2e Employee was courteous 95.9% 4.1% Q2f Employee treated you with respect 95.9% 4.1% Q2g What was needed to address concern 81.3% 18.7% Q2h Employee resolved question/concern 91.0% 9.0% If NO to Q2h ask Q2" and Q2 Q2j Any followup regarding issue status 15.8% 84.2% ETC Institute (2013) 49 2013 MSD Post Contact Survey Q3. Did MSD employees make a service call to your home or neighborhood in the past 60 days? N=1816 Survey type Total Field service Billing F B Total 49.9% 50.1% 100.0% Q3 Service call in last 60 days 1=Yes 75.9% 4.7% 40.3% 2=No 24.1% 95.3% 59.7% Q3a. Did the MSD employees complete the service? Q3a MSD employees completed service Number Percent 1=Yes 479 65.4 % 2=No 157 21.4 % 3=Not sure 96 13.1 % Total 732 100.0 % ETC Institute (2013) 50 2013 MSD Post Contact Survey Q4. Based on your experience with the employees who visited your home or neighborhood, please answer the following questions. [OVERALL FIELD SERVICE] (N=731) OVERALL FIELD SERVICE Yes No 1 2 Q4a Did MSD employee arrive on time 95.9% 4.1% Q4b MSD employee appearance professional 99.5% 0.5% Q4c Employee technically competent 97.9% 2.1% Q4d Was MSD employee courteous 98.1% 1.9% Q4e Repairs/service improvement timely 86.7% 13.3% Q4f What was needed to address concern 84.4% 15.6% Q4g Employee resolved issue or concern 81.3% 18.8% if NO to Q4. ask Q4i and Q4h q4i Any followup regarding issue status 18.1% 81.9% ETC Institute (2013) 51 2013 MSD Post Contact Survey Q4h. Why not? fB=Billingl Survey type Problem Description Resolutio n Code Q4h If not why B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B MOVE OUT CUSTOMER CALL JUST CHECKED METER THEY JUST OBSERVED WAS TOLD TO LAKESHIRE IT WAS THEIR ISSUE THEY MADE SUGGESTIONS BUT OUT OF THEIR HANDS STILL NO REFUND ETC Institute (2013) 52 2013 MSD Post Contact Survey Q4h. Why not? FF=Field Service] Work Grouped Order Service problem Survey type Number Area Code Crew Member #1 Depaitinent Responsible Q4h If not why F 2 MAINTENANCE HAD TO CALL A PLUMBER F 2 MAINTENANCE PROBLEM WAS NOT MSD'S F 2 MAINTENANCE COUNTY PROBLEM F 2 MAINTENANCE NO EXPLANATION F 2 MAINTENANCE IT'S AN ON -GOING FORWARDED TO ENGINEERING DEPT F 1 MAINTENANCE FILLED IN SINK HOLE BUT DID RESOLVE ISSUE F 2 MAINTENANCE SAID IT WASN'T THEIR PROBLEM F 2 MAINTENANCE NOTHING WAS FIXED F 2 MAINTENANCE MSD DID NOT FIX BACK-UP IN BASEMENT F 2 MAINTENANCE SAID PROBLEM WAS ON HER SIDE F 2 MAINTENANCE TOLD TO CALL BACK AGAIN F 2 MAINTENANCE NO RESPONSE F 2 MAINTENANCE NO RESPONSE F 2 MAINTENANCE WILL NOT BE RESOLVED UNTIL CHECK GETS PROCESSED ETC Institute (2013) 53 2013 MSD Post Contact Survey Q4h. Why not? fF=Field Service] Work Grouped Order Service problem Survey type Number Area Code Crew Member #1 Department Responsible Q4h If not why F 2 MAINTENANCE DIDN'T KNOW WHAT HAPPEN/DIDN'T KNOW HOW TO FIX IT F 4 MAINTENANCE DIDN'T FIND ANYTHING F 2 MAINTENANCE HELPED SOLVE THE PROBLEM F 4 MAINTENANCE WAS THE WATER COMPANY F 4 MAINTENANCE ONLY HAVE TEMPORAIRLY MOVED SLAB NEED TO FIX SLAB F 1 CONSTRUCTION- CAVED IN AGAIN MAINTENANCE F 2 MAINTENANCE THEY SAID IT WASN'T MSD'S ISSUE F 3 MAINTENANCE- SAID MSD DID NOT ENGINEERING HAVE FUNDS TO DO ANYTHING F 2 MAINTENANCE TOLD THEM IT WAS THEIR PROBLEM/NO GOOD ANSWERS F 2 MAINTENANCE THEY DIDN'T ADDRESS THE CONCERN OR FIX PROBLEM F GR 2 MAINTENANCE WAS WATER COMPANY PROBLEM ETC Institute (2013) 54 2013 MSD Post Contact Survey Q4h. Why not? fF=Field Service] Work Grouped Order Service problem Survey type Number Area Code F GR 3 F MI 2 F MI 1 F MI 1 F MI 2 F SU 4 F SU 1 F SU 2 F SU 2 F 2157233 MI 3 F 2165941 MI 2 F 2166072 MI 2 F 2189952 MI 1 F 2194068 GR 3 2194590 MI 2 Crew Member #1 GASSNER MULLEN JOHNSON BANKS BANKS DAVIS DAVIS MULLEN DAVIS MOELLER FORTSON JR JAMES GRANBERRY ROWLAND MULLEN Department Responsible MAINTENANCE MAINTENANCE CONSTRUCTION/ MAINTENANCE CONSTRUCTION/ MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE CONSTRUCTION/ MAINTENANCE MAINTENANCE MAINTENANCE Q4h If not why THEY DID NOT FIX THE ISSUE SAID IT WASN'T MSD'S PROBLEM HAVEN'T FIXED THE PROBLEM JOB NOT FINISHED YET SAID NOT MSD'S PROBLEM HAD TO HAVE HIS PLUMBER COME OUT SAID NOT MSD'S PROBLEM WAS NOT AN MSD ISSUE STILL IS A PROBLEM NEVER GOT WITH ME TO SAY WHO'S PROBLEM IT IS STILL WORKING ON IT WAITING FOR THE ADJUSTER STILL SAID IT'S NOT MSD'S FAULT MSD SAID NOT RESPONSIBLE/ CUSTOMER DISAGREES CAME TOO LATE ETC Institute (2013) 55 2013 MSD Post Contact Survey Q4h. Why not? fF=Field Service] Work Grouped Order Service problem Survey type Number Area Code F 2197191 MI 3 F 2204600 MI 2 F 2215477 MI 4 F 2221267 2 F 2229322 MI 2 F 2244090 SU 2 F 2244122 GR 2 F 2268945 MI 2 F 2270047 SU 2 F 2270111 MI 3 F 2272074 MI 2 F 2272962 GR 2 F 2277050 GR 3 F 2314060 GR 4 F 2317450 MI 1 Crew Member #1 MORLLER BAILEY FRANKS VOLLMER DAILY JR DAVIS BOYD DAILY HAEWELL SITI H WILSON ROBIN M WILLIS KEVIN L MULLEN RUMPSA AUGUSTINE JOHNSON Department Responsible MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE/ ENGINEERING MAINTENANCE MAINTENANCE MAINTENANCE/ ENGINEERING CONSTRUCTION/ MAINTENANCE CONSTRUCTION Q4h If not why NEED A NEW SEWER SYSTEM WAITING TO HEAR BACK STILL A HUGE DANGEROUS HOLE IN YARD NEEDS FIXED THEY DIDN'T TELL ME ANYTHING THEN DIDN'T FIX THE ISSUE OR HELPED TOOK PICTURES BUT NEVER FIXED ISSUE ISSUE HAS NOT BEEN SOLVED THEY DIDN'T FIND A PROBLEM THEY SAID IT WAS NOT MSD'S PROBLEM WAS TOLD TO CALL A PLUMBER SAID NOT MSD'S ISSUE MSD SAID CONTACT A PLUMBER WAS NOT MSD'S PROBLEM THE PROBLEM HAS HAPPENED AGAIN DON'T KNOW WHAT THEY DID ETC Institute (2013) 56 2013 MSD Post Contact Survey Q4h. Why not? fF=Field Service] Work Grouped Order Service problem Survey type Number Area Code F 2319760 GR 1 F 2322886 SU 4 F 2334107 GR 4 F 2342936 MI 2 F 2343521 GR 2 F 2347316 MI 2 F 2354472 MI 4 F 2356804 MI 2 F 2358502 MI 1 F 2370751 MI 4 F 2371363 GR 3 F 2379434 SU 1 F 2382542 SU 4 F 2383451 GR 2 F 2385373 GR 1 Crew Member #1 JOURDAIN LOVE ROUSSEAU FURLOW THIEL BANKS JOHNSON DAILY JR DAILY DAILY KEAVENY DAVIS VILCHIS FURLOW MUELLER Department Responsible CONSTRUCTION/ MAINTENANCE CONSTRUCTION/ MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE CONSTRUCTION/ MAINTENANCE MAINTENANCE MAINTENANCE - ENGINEERING MAINTENANCE MAINTENANCE MAINTENACE MAINTENANCE Q4h If not why THE PROBLEM IS STILL THERE THEY SAID THEY DIDN'T NEED TO FIX IT DIDN'T DO ANYTHING NOTHING ON THEIR END DETERMINED NOT MSD PROBLEM THEY SAID THE MAIN AREA WAS CLEAN NO PROBLEM COULDN'T FIND THE PROBLEM SAYING IT'S NOT MSD'S PROBLEM NOT MSD'S PROBLEM WASN'T MSD'S PROBLEM NOT AN MSD PROBLEM SAID NOT THEIR PROBLEM JUST LEFT A SERVICE WASN'T MSD'S PROBLEM AREA IS NOT REPAIRED YET ETC Institute (2013) 57 2013 MSD Post Contact Survey Q4h. Why not? fF=Field Service] Work Order Survey type Number F 2388429 F F F F F F F F F F F Grouped Service problem Area Code SU 1 2388862 MI 1 2389157 MI 3 2390462 GR 3 2391136 GR 3 2393485 GR 4 2394619 MI 2 2395331 GR 1 2412054 MI 2 2412218 GR 2 2413609 GR 2 2819132 GR 3 Crew Member #1 HARWELL DIERING KLAGES RUMPSA GASSNER THIEL DAILY MUELLER DAILY MULLEN WEBB ROWLAND Department Responsible MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE Q4h If not why NOT MSD PROBLEM HOME OWNER NOT SURE WHOSE PROBLEM IT IS PROBLEM NOT FIXED SAID WASN'T THEIR ISSUE SAID COULD NOT FIND ANYTHING DID NOTHING TO HELP WAS A HOUSE ISSUE NOT MSD PROBLEM NOT MSD'S PROBLEM THE BACK-UP CAUSED A FIRE/MSD PUT ME IN AN APT SAID NO PROBLEM WORKING ON IT ETC Institute (2013) 58 2013 MSD Post Contact Survey Q4. Based on your experience with the employees who visited your home or neighborhood, please answer the following questions. [CAVE-INS ONLY] CAVE IN Yes No 1 2 Q4a Did MSD employee arrive on time 93.8% 6.2% Q4b MSD employee appearance professional 100.0% 0.0% Q4c Employee technically competent 98.5% 1.5% Q4d Was MSD employee courteous 100.0% 0.0% Q4e Repairs/service improvement timely 80.0% 20.0% Q4f What was needed to address concern 89.7% 10.3% Q4g Employee resolved issue or concern 73.5% 26.5% if NO to Q4 • ask Q4i and Q4h q4i Any followup regarding issue status 11.1% 88.9% ETC Institute (2013) 59 2013 MSD Post Contact Survey Q4. Based on your experience with the employees who visited your home or neighborhood, please answer the following questions. [WATER BACKUP ONLY] WATER BACKUP Yes No 1 2 Q4a Did MSD employee arrive on time 92.1% 7.9% Q4b MSD employee appearance professional 98.1% 1.9% Q4c Employee technically competent 96.2% 3.8% Q4d Was MSD employee courteous 95.2% 4.8% Q4e Repairs/service improvement timely 84.4% 15.6% Q4f What was needed to address concern 85.3% 14.7% Q4g Employee resolved issue or concern 77.3% 22.7% if NO to Q4 • ask Q4i and Q4h q4i Any followup regarding issue status 19.0% 81.0% ETC Institute (2013) 60 2013 MSD Post Contact Survey Q4. Based on your experience with the employees who visited your home or neighborhood, please answer the following questions. [STORMWATER1 STORMWATER 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 97.8% 2.2% Q4d Was MSD employee courteous 100.0% 0.0% Q4e Repairs/service improvement timely 84.7% 15.3% Q4f What was needed to address concern 78.7% 21.3% Q4g Employee resolved issue or concern 81.2% 18.8% q4i Any followup regarding issue status 16.7% 83.3% ETC Institute (2013) 61 2013 MSD Post Contact Survey 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' OTHER Yes No 1 2 Q4a Did MSD employee arrive on time 98.2% 1.8% Q4b MSD employee appearance professional 100.0% 0.0% Q4c Employee technically competent 98.9% 1.1% Q4d Was MSD employee courteous 98.8% 1.2% Q4e Repairs/service improvement timely 94.5% 5.5% Q4f What was needed to address concern 86.5% 13.5% • 4. Em • to ee resolved issue or concern 90.9% 9.1% if NO to Q4 • ask Q4i and Q4h q4i Any followup regarding issue status 30.0% 70.0% ETC Institute (2013) 62 2013 MSD Post Contact Survey Q5. Did MSD or any of its employees do anything you really LIKED? EB=BillingI Survey type B B B Problem Description BILLLING INQUIRY BILING INQUIRY BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY Contact Person FELICIA YANCEY CAROLL ROGERS EMILY LOPEZ NATASHA M BISHOP LINDA SALAZAR MEAGHAN BELL SHEILA BOWERS JACQUELINE GOSSETT SHEILA BOWERS NICCOLA LEE JACQUELINE GOSSETT JEANETTE STREATER CARROLL ROGERS CAROLL ROGERS JAIME DIXSON SHERLENE ALI CAROLL ROGERS CAROLL ROGERS ORLANDOS HUMPHREY NICCOLA LEE CAROLL ROGERS Q5 Really LIKED VERY COURTEOUS HELPED WITH BILLING ABSOLUETLY NOT/WOULD NOT COME OUT ACCEPT APPLICATIONS ALL VERY NICE AND COURTEOUS ALWAYS HELPFUL ALWAYS PROMPT ANSWERED ALL MY QUESTIONS ANSWERED ALL MY QUESTIONS ANSWERED HER QUESTIONS ANSWERED MY QUESTIONS ANSWERED RIGHT AWAY ANSWERED THE PHONE BEING EFFICIENT CALLED & REMINEDED ME THAT I HADN'T PAID MY BILL CONCERN WAS TAKEN CARE OF CONVERSATION WAS POSITIVE COURTEOUS COURTEOUS COURTEOUS COURTEOUS ETC Institute (2013) 63 2013 MSD Post Contact Survey Q5. Did MSD or any of its employees do anything you really LIKED? [B=BillingI Survey type Problem Description Contact Person Q5 Really LIKED B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B B B B B B B B B B B B B B B B B B BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY JEANETTE STREATER DORA POULLOS NATASHA M BISHOP SHEILA BOWERS NATASHA M BISHOP EMILY LOPEZ CAROLL ROGERS ANDREA TINDAL JEANETTE STREATER MEAGHAN BELL BOSSIE ROBERT EMILY LOPEZ CAROLL ROGERS JACQUELINE GOSSETT TUNISIA HUDDLESTON FELICIA YANCEY CAROLL ROGERS NICCOLA LEE ANDREA TINDAL LINDA SATAZAR JAIME DIXSON COURTEOUS AND COMFORTABLE COURTEOUS GREAT ATTITUDE CUSTOMER SERVICE VERY HELPFUL -EXPLAINED THINGS CUSTOMER SERVICE WAS GREAT CUT COST OF BILL DID A GOOD JOB DID A GREAT JOB DID THEIR JOB DID THEIR JOB DID THEIR JOB AND I LIKED THAT DID THEIR JOB EVERYTHING WENT GREAT NO PROBLEMS EFFICIENT EFFICIENT EVERYTHING IS FINE EVERYTHING IS FINE EVERYTHING WAS ANSWERED EVERYTHING WAS FINE EVERYTHING WAS GOOD EVERYTHING WAS GOOD EVERYTHING WAS GOOD EXCELLENT SERVICE VERY FRIENDLY ETC Institute (2013) 64 2013 MSD Post Contact Survey Q5. Did MSD or any of its employees do anything you really LIKED? [B=BillingI Survey type Problem Description Contact Person Q5 Really LIKED B B B B B B B B B B B B B B B B B B BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY SHELLEY WALKER EMILY LOPEZ JACQUELINE GOSSETT SHELLEY WALKER JEANETTE STREATER NATASHA M BISHOP SHEENA ADAMS CAROLL ROGERS CAROLL ROGERS CAROLL ROGERS CAROLL ROGERS NATASHA M BISHOP CAROLL ROGERS SHELLEY WALKER SHEILA BOWERS CARROLL CAMARGO CAROLL ROGERS CIARA BROWN FAST PROCESS FAST QUICK AND TO THE POINT FINALLY HELPED ME RESOLVE MY ISSUE FINE FIXED THE PROBLEM EASILY FRIENDLY GOOD CUSTOMER SERVICE GOOD ENGLISH SPEAKING PEOPLE GOOD PEOPLE GOOD SERVICE GOT THE PROBLEM FIXED QUICKLY GOT THINGS DONE GOT TO THE PROBLEM EARLIER THAN EXPECTED GUY THAT CAME OUT DID A GOOD JOB HAD ARTICLE IN JOURNAL MSD CAN HELP W/ FLOODING BASEMENT HANDLED MY PROBLEM PROFESSIONALLY HELPED QUICKLY AND VERY PROFESSIONAL HELPED SOLVED MY PROBLEM ETC Institute (2013) 65 2013 MSD Post Contact Survey Q5. Did MSD or any of its employees do anything you really LIKED? [B=BillingI Survey type Problem Description Contact Person Q5 Really LIKED B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY JAIME DIXSON JAIME DIXSON DAVID KRUPINSKI EMILY LOPEZ ORLANDOS HUMPHREY CAROLL ROGERS JACQUELINE GOSSETT JEANETTE STREATER ALESHA GARDNER SHEILA BOWERS SHERLENE ALI JEANETTE STREATER NATASHA M BISHOP DEMARISE TAYLOR ORLANDOS HUMPHREY BRYAN HERRON FELICIA YANCEY CARROLL CAMARGO NICCOLA LEE JACQUELINE GOSSETT SHERLENE ALI HELPED WITH SOME RESEARCH HELPED WORK OUT A PLAN HELPFUL HELPFUL PEOPLE HEY HELPED IF THERE WAS A LATE FEE TOLD ME I COULD REMOVE IT INFORMATIVE INFORMED ME JUST DID JOB WELL JUST DID THEIR JOB JUST DID THEIR JOB JUST DID THEIR JOB JUST DID THEIR JOB TOLD ME WHO I NEEDED TO CALL JUST DID THEIR JOB - HELPFUL THOUGH JUST DOING THEIR JOB JUST HELPED ME JUST THEIR SERVICE KIND AND COURTEOUS KIND AND HELPFUL LADY ON THE PHONE WAS VERY NICE LET ME PAY HALF OF THE BILL RENTAL PERSON PAID OTHER ETC Institute (2013) 66 2013 MSD Post Contact Survey Q5. Did MSD or any of its employees do anything you really LIKED? EB=BillingI Survey type Problem Description Contact Person Q5 Really LIKED B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY JEANETTE STREATER JAIME DIXSON MEAGHAN BELL NICCOLA LEE SHERLENE ALI JEANETTE STREATER SPENCER THOMAS MEAGHAN BELL CAROLL ROGERS CAROLL ROGERS SPENCER THOMAS NICCOLA LEE JAIME DIXSON JACQUELINE GOSSETT ALESHA GARDNER SHEILA BOWERS ORLANDOS HUMPHRE CAROLL ROGERS MATT HERGERT JEANETTE STREATER TUNISIA HUDDLESTON LISTENED LISTENED TO CONCERN AND CORRECTED PROBLEM/VERY HELPFUL LISTENED WAIVED LATE FEE LOW INCOME IS GREAT MADE ADJUSTMENT TO BILL -HAPPY WITH BILL MADE THE PRICE OF MY SEWER BILL LOWER NICE AND COURTEOUS NICE AND COURTEOUS NICE AND GOT IT DONE NICE AND KNOWLEDGEABLE OVER THE PHONE NICE AND PROFESSIONAL NICE AND SPOKE GOOD NICE WITH HELPING TO RESOLVE THE QUESTION NO HAS POOR SERVICE NO -JUST ANSWERED MY QUESTIONS NO JUST DID THEIR JOB NO JUST HAD A QUESTION NO JUST TOLD ME WHO I NEEDED TO CALL NO PROBLEMS NO REPONSE NO RSPONSE ETC Institute (2013) 67 2013 MSD Post Contact Survey Q5. Did MSD or any of its employees do anything you really LIKED? [B=BillingI Survey type Problem Description Contact Person Q5 Really LIKED B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY MEAGHAN BELL CAROLL ROGERS JAIME DIXSON SHEILA BOWERS NATASHA M BISHOP SHELLEY WALKER CAROLL ROGERS JAIME DIXSON FELICIA YANCEY ALESHA GARDEN LINDA SALAZAR JACQUELINE GOSSETT NATASHA M BISHOP CAROLL ROGERS JACQUELINE GOSSETT ALESHA GARDNER NICCOLA LEE NOTHING I LIKED ONE WAS NICE & HELPFUL BUT THE FIRST ONE WAS NOT PERSON OVER THE PHONE TRIED TO HELP OUT BUT DIDN'T WORK PERSON SPOKE WITH VERY HELPFUL -REALLY APPRECIATED HELP PERSONABLE & THEY ANSWERED ALL OF MY QUESTIONS PLEASANT POLITE POLITE AND GAVE GOOD EXPLANATION POLITE AND HELPFUL POLITE AND VERY NICE GOT INFORMATION FROM THEM POSITIVE PHONE CALL PROVIDED GOOD SERVICE QUICK SERVICE QUICK TO HELP REALLY NICE REFERRED HIM TO WATER COMPANY RESOLVED PROBLEM WITH WATER BILL ETC Institute (2013) 68 2013 MSD Post Contact Survey Q5. Did MSD or any of its employees do anything you really LIKED? [B=BillingI Survey type Problem Description Contact Person Q5 Really LIKED B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY NICCOLA LEE JACQUELINE GOSSETT JEANETTE STREATER NICCOLA LEE DEMARISE TAYLOR JEANETTE STREATER MEADHAN BELL JAMI MILLER FELICIA YANCEY BRYAN HERROM LAURA PAZ JAIME DIXSON JEANETTE STREATER JACQUELINE GOSSETT DEMARISE TAYLOR SHELLY WALKER EMILY LOPEZ SHERLENE ALI EMILY LOPEZ CAROLL ROGERS RESPECTFUL AND COURTEOUS RESPONSE TIME WAS QUICK SENDING HIM & HIS RENTER THE BILL SO HE CAN SEE SET UP PAYMENT TYPE SHE WAS NICE SIMPLE SOLVED PROBLEM OVER THE PHONE SOMEONE CALLED BACK MONTH LATER WAS ABLE TO HELP ME SPOKE COURTEOUS THE SERVICE WAS QUICK THEY ANSWERED ALL OF MY QUESTIONS THEY ANSWERED MY CALL & ANSWERED MY QUESTIONS THEY ARE COURTEOUS THEY ARE COURTEOUS THEY ARE DOING A GOOD JOB THEY ARE FINALLY MEETING EXPECTATIONS THEY ARE PLEASANT THEY ARE VERY NICE THEY DID A GOOD JOB THEY DID A GOOD JOB ETC Institute (2013) 69 2013 MSD Post Contact Survey Q5. Did MSD or any of its employees do anything you really LIKED? EB=BillingI Survey type Problem Description Contact Person Q5 Really LIKED B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY SHERLENE ALI DEMARISE TAYLOR CAROLL ROGERS SPENCER THOMAS ANGELICA RIVAS-DIAZ JAIME DIXSON BRYAN HERRON MEAGHAN BELL JEANETTE STREATER LAURA PAZ BRYAN HERRON DAWN SEYMOUR LAURA PAZ JAIME DIXSON TUNISIA HUDDLES TON NATASHA M BISHOP JAIME DIXSON THEY DID A GREAT JOB/ FOLLOWED UP WITH ME THEY DID THEIR JOB THEY DID THEIR JOB THEY DID THEIR JOB & DID A GOOD JOB THEY DO THEIR JOB THEY EXPLAINED THINGS WELL THEY FIXED MY PROBLEM THEY FOLLOWED -UP LIKE THEY SAID THEY WOULD THEY GOT THE WORK DONE IN A TIMELY MANNER THEY HAVE VERY GOOD SERVICE THEY HELPED ME WITH MY BILL THEY HELPED SOLVE MY PROBLEM THEY MADE IT EASY TO MAKE A PAYMENT THEY RESPOND IN A REASONABLE TIME THEY TOLD ME MY BILL IS HIGHER & I LIKED THAT THEY WENT THE EXTRA STEP TO ANSWER MY QUESTION THEY WERE COURTEOUS ETC Institute (2013) 70 2013 MSD Post Contact Survey Q5. Did MSD or any of its employees do anything you really LIKED? [B=BillingI Survey type Problem Description Contact Person Q5 Really LIKED B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY JAIME DIXSON SHEILA BOWERS MEAGHAN BELL JACQUELINE GOSSETT NICCOLA LEE SHELLEY WALKER DAWN SEYMOUR CIARA BROWN DORA POULOS NICCOLA LEE ORLANDOS HUMPHREY BRYAN HERRON LAURA PAZ DORA POULLOS JEANETTE STREATER FELICIA YANCEY SHELIA BOWERS ORLANDOS HUMPHERY JACQUELINE GOSSETT SHERLENE ALI JEANETTE STREATER NICCOLA LEE NICCOLA LEE NICCOLA LEE CAROLL ROGERS THEY WERE COURTEOUS THEY WERE COURTEOUS THEY WERE COURTEOUS THEY WERE FINE THEY WERE HELPFUL THEY WERE HELPFUL THEY WERE HUMOROUS AND PLEASANT THEY WERE NICE THEY WERE ON TIME GAVE US A NUMBER TO CALL IF NEEDED THEY WERE PERFECT THEY WERE PROFESSIONAL THEY WERE VERY EFFICIENT THEY WERE VERY INFORMATIVE AND POLITE TOOK CARE OF HER QUESTIONS TOOK CARE OF IT QUICKLY TOOK CARE OF PROBLEM TOOK LEAN OFF OF HOUSE VERY ACCOMMONDATING VERY COURTEOUS VERY COURTEOUS VERY COURTEOUS VERY COURTEOUS VERY COURTEOUS VERY COURTEOUS VERY COURTEOUS ETC Institute (2013) 71 2013 MSD Post Contact Survey Q5. Did MSD or any of its employees do anything you really LIKED? EB=BillingI Survey type Problem Description Contact Person Q5 Really LIKED B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY JACQUELINE GOSSETT SHEILA BOWERS BRYAN HERRON FELICIA YANCEY JAIME DIXSON JACQUELINE GOSSETT SHEILA BOWERS NICCOLA LEE MEAGHAN BELL SHERLENE ALI SHEILA BOWERS CAROLL ROGERS ALESHA GARDNER ANGELICA RIVAS-DIAZ NATASHA M BISHOP FELICIA YANCEY CAROLL ROGERS CAROLL ROGERS CAROLL ROGERS JEANETTE S TREATER VERY COURTEOUS VERY COURTEOUS AND HELPFUL VERY COURTEOUS AND PROFESSIONAL VERY COURTEOUS/VERY NICE/HANDLED SITUATION WELL VERY EFFICIENT VERY EFFICIENT VERY FRIENDLY VERY FRIENDLY AND KNOWLEDGEABLE VERY GOOD INFORMATION THEY GAVE ME VERY HELPFUL VERY HELPFUL VERY HELPFUL VERY HELPFUL VERY HELPFUL VERY HELPFUL VERY HELPFUL AND COURTEOUS VERY HELPFUL AND COURTEOUS VERY HELPFUL LADY OVER THE PHONE VERY HELPFUL -PULLED UP PAST RECORDS SOLVED PROBLEM VERY HEPLFUL ETC Institute (2013) 72 2013 MSD Post Contact Survey Q5. Did MSD or any of its employees do anything you really LIKED? EB=BillingI Survey type Problem Description Contact Person Q5 Really LIKED B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY NICCOLA LEE TUNSIN HUDDLESTON JAIME DIXSON SHEILA BOWERS NICCOLA LEE NATASHA M BISHOP JAMIE DIXSON JACQUELINE GOSSETT JEANETTE STREATER SHELLEY WALKER SHERLENE ALI SHELLY WALKER FELICIA YANCEY SHERLENE ALI ORLANDO S HUMPHREY TUNISIA HUDDLESTON ORLANDOS HUMPHREY LAURA PAZ CAROLL ROGERS SHELLEY WALKER FELICIA YANCEY FELICIA YANCEY MEAGHAN BELL CYNTHIA CHALK NICCOLA LEE VERY KNOWLEDGEABLE VERY KNOWLEDGEABLE AND HELPFUL VERY NICE VERY NICE VERY NICE AND HELPFUL VERY NICE AND HELPFUL VERY NICE AND KNOWLEDGEABLE VERY NICE GAVE QUICK RESPONSE VERY NICE LADY VERY POLITE VERY POLITE VERY POLITE VERY POLITE VERY PROFESSIONAL VERY PROFESSIONAL VERY PROFESSIONAL VERY PROMPT VERY RESPECTFUL VERY RESPECTFUL AND PATIENT VERY RESPONSIVE VERY RESPONSIVE VERY WONDERFUL WAS EASY WAS HELPFUL GAVE THE PHONE TO SOMEONE ELSE TO HELP ME WAS POLITE ETC Institute (2013) 73 2013 MSD Post Contact Survey Q5. Did MSD or any of its employees do anything you really LIKED? EB=BillingI Survey type B B B Problem Description BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BIOLLING INQUIRY B CALL TO CUSTOMER B CALL TO CUSTOMER B CALL TO CUSTOMER B CALL TO CUSTOMER Contact Person SHEILA BOWERS CAROLL ROGERS NATASHA M BISHOP SHELLEY WALKER ANGELICA RIVAS DIAZ CAROLL ROGERS SHELLEY WALKER SHEILA BOWERS EMILY LOPEZ ALESHA GARDNER FELICIA YANCEY SHEILA BOWERS ANGELICA RIVAS DIAZ SHEENA ADAMS DEMARISE TAYLOR JACQUELINE GOSSETT MICHELLE SIMMONS GWEN PIRTLE CAROLL ROGERS EMILY NOLAND Q5 Really LIKED WAS PROMPT WAS SATISFIED WAS VERY NICE AND HELPFUL WENT BEYOND WHAT WAS NEEDED WERE COURTEOUS WHEN THEY FINALLY RESOLVED THE PROBLEM WORKED FAST WORKED HARD AND NICE TO ME WORKED OUT VERY WELL WORKED WITH HER ON MONEY ARRANGEMENTS YES YES EVERYTHING IS GOOD YES HAVEN'T HAD ANY PROBLEMS YES SHE WAS NICE YES THEY HAVE ALWAYS BEEN NICE TO ME AFTER TIME THEY GAVE DIRECT ANSWER TO MY QUESTION NO NOT REALLY PUT ME ON LOW BUDGET PLAN -VERY COURTEOUS - RESPECTFUL REVIEW THINGS THEY ARE NICE AND FINE ETC Institute (2013) 74 2013 MSD Post Contact Survey Q5. Did MSD or any of its employees do anything you really LIKED? EB=BillingI Survey type Problem Description Contact Person Q5 Really LIKED B CALL TO CUSTOMER B CALL TO CUSTOMER B CALL TO CUSTOMER B CHANGE CUSTOMER ACCT INFO B CHANGE CUSTOMER ACCT INFO B CHANGE CUSTOMER ACCT INFO B CHANGE CUSTOMER ACCT INFO B CHANGE CUSTOMER ACCT INFO B CHANGE CUSTOMER/ACCT INFO B CHANGE CUSTOMER/ACCT INFO B CHANGE CUSTOMER/ACCT INFO B CHANGE CUSTOMER/ACCT INFO B CHANGE CUSTOMER/ACCT INFO B CHANGE CUSTOMER/ACCT INFO CAROLL ROGERS JUDITH RADWICH EMILY LOPEZ SPENCER THOMAS EMILY LOPEZ EMILY LOPEZ CAROLL ROGERS EMILY LOPEZ SHEILA BOWERS CAROLL ROGERS EMILY LOPEZ JACQUELINE GOSSETT RAMONA GORDON ORLANDOS HUMPHREY THEY TOOK CARE OF IT THEY WERE HELPFUL GAVE ME CORRECT INFORMATION VERY HELPFUL EASY AND QUICK EVERYTHING WAS FINE I REQUESTED PAPERWORK AND THEY PROMPLY SENT IT NO JUST DID THEIR JOB VERY HELPFUL ALWAYS HAVE GOOD COMMUNICATION WITH THEM ANSWERED ALL QUESTIONS AND WAS SUPER HELPFUL ANSWERED MY QUESTIONS CHANGED MY NAME COURTEOUS COURTEOUS ETC Institute (2013) 75 2013 MSD Post Contact Survey Q5. Did MSD or any of its employees do anything you really LIKED? [B=BillingI Survey type Problem Description Contact Person Q5 Really LIKED B CHANGE CUSTOMER/ACCT INFO B CHANGE CUSTOMER/ACCT INFO B CHANGE CUSTOMER/ACCT INFO B CHANGE CUSTOMER/ACCT INFO B CHANGE CUSTOMER/ACCT INFO B CHANGE CUSTOMER/ACCT INFO B CHANGE CUSTOMER/ACCT INFO B CHANGE CUSTOMER/ACCT INFO B CHANGE CUSTOMER/ACCT INFO B CHANGE CUSTOMER/ACCT INFO B CHANGE CUSTOMER/ACCT INFO B CHANGE CUSTOMER/ACCT INFO B CHANGE CUSTOMER/ACCT INFO B CHANGE CUSTOMER/ACCT INFO B CHANGE CUSTOMER/ACCT INFO JAMI MILLER EMILY LOPEZ SHELLEY WALKER MEAGHAN BELL SHEILA BOWERS MARCIE SNEAD JUDITH RADWICH CAROLL ROGERS JAMI MILLER SHEILA BOWERS JEANETTE STREATER JEANETTE STREATER GIDGET TAYLOR SHEILA BOWERS EMILY LOPEZ COURTEOUS COURTEOUS CUSTOMER SERVICE WAS GOOD DID WHAT NEEDED TO BE DONE EVERYTHING IS GOOD FRIENDLY AND HELPFUL GOOD SERVICE HAVE NOT HAD A LOT OF CONTACT WITH THEM HELPED HER HELPFUL HELPFUL AND FRIENDLY JUST DID THEIR JOB JUST NICE MADE IT EASY NICE AND PROFESSIONAL ETC Institute (2013) 76 2013 MSD Post Contact Survey Q5. Did MSD or any of its employees do anything you really LIKED? [B=BillingI Survey type Problem Description Contact Person Q5 Really LIKED B CHANGE INFO B CHANGE INFO B CHANGE INFO B CHANGE INFO B CHANGE INFO B CHANGE INFO B CHANGE INFO CUSTOMER/ACCT CUSTOMER/ACCT CUSTOMER/ACCT CUSTOMER/ACCT CUSTOMER/ACCT CUSTOMER/ACCT CUSTOMER/ACCT B CHANGE CUSTOMER/ACCT INFO B CHANGE CUSTOMER/ACCT INFO B CHANGE CUSTOMER/ACCT INFO B CHANGE CUSTOMER/ACCT INFO B CHANGE CUSTOMER/ACCT INFO B CHANGE CUSTOMER/ACCT INFO B CHANGE CUSTOMER/ACCT INFO B CHANGE CUSTOMER/ACCT INFO CHARLOTTE FERGUSON SHELLEY WALKER CHARLOTTE FERGUSON SHELLEY WALKER KAREN MCDOWELL NATASHA M BISHOP SHEILA BOWERS SHEILA BOWERS SHERLEN ALI JACQUELINE GOSSETT CAROLL ROGERS ANGELICA RIVAS DIAZ SHEILA BOWERS FELICIA YANCEY EMILY LOPEZ NO PROBLEM NO REPSPONSE ON TIME POLITE & EFFICIENT POLITE DID THE BEST THEY COULD QUICK AND EASY REALLY HELPFUL ON THE PHONE SOME OF THEM STILL NOT RESOLVED THEY DID THEIR JOB THEY GOT RIGHT ON IT THEY HAVE GOOD CUSTOMER SERVICE VERY RESPONSIVE THEY WERE COURTEOUS VERY COURTEOUS/TOOK CARE OF EVERYTHING VERY FRIENDLY AND RESPECTFUL ETC Institute (2013) 77 2013 MSD Post Contact Survey Q5. Did MSD or any of its employees do anything you really LIKED? [B=BillingI Survey type Problem Description Contact Person Q5 Really LIKED B CHANGE CUSTOMER/ACCT INFO B CHANGE CUSTOMER/ACCT INFO B CHANGE CUSTOMER/ACCT INFO B CHANGE CUSTOMER/ACCT INFO B CHANGE CUSTOMER/ACCT INFO B CHANGE CUSTOMER/ACCT INFO B CHANGE CUSTOMER/ACCT INFO B CHANGE CUSTOMER/ACCT INFO B CHANGE CUSTOMER/ACCT INFO B CHANGE CUSTOMER/ACCT INFO B CHANGE CUSTOMER/ACCT INFO B CHANGE CUSTOMER/ACCT INFO B CHANGE CUSTOMER/ACCT INFO B CHANGE CUSTOMER/ACCT INFO B CHANGE CUSTOMER/ACCT INFO CAROLL ROGERS EMILY LOPEZ SHEILA BOWERS SHELLEY WALKER CAROLL ROGERS JACQUELINE GOSSETT MEAGHAN BELL JACQUELINE GOSSETT NATASHA M BISHOP JAIME DIXSON CAROLL ROGERS CAROLL ROGERS FELICIA YANCEY FELICIA YANCEY EMILY LOPEZ VERY HELPFUL VERY HELPFUL VERY HELPFUL VERY HELPFUL & GAVE HIM A FORM FOR THE FUTURE VERY HELPFUL AND UNDERSTANDING VERY NICE VERY NICE AND PROFESSIONAL VERY NICE AND SEEMED TO CARE VERY PLEASED WITH EFFORTS VERY POLITE VERY POLITE VERY QUICK WAS CALLED TWICE TO MAKE SURE ISSUE WAS CLEAR TO ME WE EVEN HAD A LAUGH WENT VERY NICE ETC Institute (2013) 78 2013 MSD Post Contact Survey Q5. Did MSD or any of its employees do anything you really LIKED? EB=BillingI Survey type Problem Description Contact Person Q5 Really LIKED B CHANGE CUSTOMER/ACCT INFO B CREDIT BALANCE REFUND REQ B B B B B B B B B B B B B CREDIT BALANCE REFUND REQ CREDIT BALANCE REFUND REQ CREDIT BALANCE REFUND REQ CREDIT BALANCE REFUND REQ CREDIT BALANCE REFUND REQ CUSTOMER CALLED CUSTOMER CALLED CUSTOMER CALLED CUSTOMER CALLED CUSTOMER CALLED CUSTOMER CALLED CUSTOMER CALLED CUSTOMER CALLED JAIME DIXON TORI HANCOCK VERNON MARTIN CHRIS VERPLANCKE TONI HANCOCK MARGARET CRONK TONI HANCOCK CYNTHIA WOMACK EMILY NOLAND DEA DELUGOS SHEILA CLAYTON GIDGET TAYLOR SHERRY BELL MICHELLE SIMMONS EMILY NOLAND WHEN FINALLY GOT WATER SHUT OFF CONTACT IN MARCH WAS TERRIFIC/FRIENDY INFORMATIVE NOTHING OUT OF THE ORDINARY NOTHING OVER THE TOP/ BUT DID MAIL IT THEY SOUNDED COMPETENT VERY NICE VERY NICE/TOOK CARE OF IT CALLED TO CONFIRM REIMBURSE COURTEOUS EMPLOYEE GREAT AT ASSISTING HELPED WITH MY PROBLEM EMPLOYEES WERE VERY RESPECTFUL FINE NICE AND UNDERSTANDING NO I HAVEN'T GOTTEN REAL ANSWERS FROM THEM ON THEIR JOB EVERYTHING EXPECTED ETC Institute (2013) 79 2013 MSD Post Contact Survey Q5. Did MSD or any of its employees do anything you really LIKED? [B=BillingI Survey type Problem Description Contact Person Q5 Really LIKED B CUSTOMER CALLED B CUSTOMER CALLED B CUSTOMER CALLED B B B B B B B B B B B B B B CUSTOMER CALLED CUSTOMER CALLED CUSTOMER CALLED CUSTOMER CALLED CUSTOMER CALLED EFT INQUIRY REQUEST EFT INQUIRY REQUEST EFT INQUIRY/REQUEST GROUP BILL RESEARCH COLL GROUP BILL RESEARCH- COLL GROUP BILL RESEARCH- COLLE MOVE IN -CUSTOMER CALL MOVE IN -CUSTOMER CALL MOVE OUT -CUSTOMER CALL KAREN MCDOWELL CINDY FRY GIDGET TAYLOR ANN GINTHER RISHA COLLINS CYNTHIA WOMACK TRACI DAVIS JUDITH RADWICH SHERRY BELL SHERRY BELL SHERRY BELL JACQUELINE GOSSETT ALESHA GARDNER JACQUELINE GOSSETT JOHN ZIDZIK JOHN ZIDZIK GIDGET TAYLOR SEEMS THINGS ARE GETTING A LOT BETTER THE EMPLOYEE CALLE BACK RIGHT AWAY THE EMPLOYEE ON THE PHONE ANSWERED ALL MY QUESTIONS THEY WORKED WITH ME ON MY BILL VERY HELPFUL VERY HELPFUL VERY NICE VERY NICE AND HELPFUL SHE DID A GOOD JOB VERY HELPFUL AND NICE QUESTIONS SHE HAD WERE ALL ANSWERED/ VERY NICE JUST ANSWERED MY QUESTIONS VERY RESPECTFUL DIDN'T CHARGE A LATE FEE THEY DID WHAT THEY NEEDED TO DO THEY WERE POLITE & RESPECTFUL PHONE EMPLOYEE WENT ABOVE & BEYOND TO HELP ME ETC Institute (2013) 80 2013 MSD Post Contact Survey Q5. Did MSD or any of its employees do anything you really LIKED? EB=BillingI Survey type Problem Description Contact Person Q5 Really LIKED B MOVE OUT -CUSTOMER CALL B MOVE OUT -CUSTOMER CALL B PROMISED PAYMENT TONI HANCOCK DEBORAH VIEHMAN RISHA COLLINS THEY DID THEIR JOB/THAT IS NOT ALWAYS EASY VERY COURTEOUS/THEY DO A GOOD JOB VERY NICE TO ME ETC Institute (2013) 81 2013 MSD Post Contact Survey Q5. Did MSD or any of its employees do anything you really LIKED? IF=Field Service] Grouped Service problem Survey type Area Code Crew Member #1 Department Responsible Q5 Really LIKED F 4 MAINTENANCE 2ND TIME THEY CAME OUT THEY TOOK CARE OF THE EROSION F 2 MAINTENANCE ALL WAS FINE F 4 CONSTRUCTION- ALWAYS COURTEOUS MAINTENANCE F 4 MAINTENANCE ALWAYS FOLLOW UP F 4 MAINTENANCE ANSWERED THE PHONE AND CAME OUT F 2 MAINTENANCE ARRIVED ON TIME F 2 MAINTENANCE ARRIVED QUICKLY F 2 MAINTENANCE BEING PROFESSIONAL AND COURTEOUS F 2 MAINTENANCE CAME OUT FAST F 2 MAINTENANCE CAME OUT QUICKLY F 4 MAINTENANCE CAME OUT TO HOME QUICKLY F 4 MAINTENANCE CAME OUT VERY FAST F 2 VOLLMER MAINTENANCE CAME RIGHT OUT F 3 MAINTENANCE CAME RIGHT OUT AND DID THE WORK F 2 MAINTENANCE CAME RIGHT OUT AND EXPLAINED THINGS F 2 MAINTENANCE CHECKED EVERYTHING THEY COULD ETC Institute (2013) 82 2013 MSD Post Contact Survey Q5. Did MSD or any of its employees do anything you really LIKED? IF=Field Service] Grouped Service problem Survey type Area Code Crew Member #1 Department Responsible Q5 Really LIKED F 3 MAINTENANCE CLEAN SEWER QUICKLY F 3 MAINTENANCE CLEANED SEWER F 3 MAINTENANCE COURTEOUS F 1 MAINTENANCE COURTEOUS & RESPECTFUL F 1 MAINTENANCE COURTEOUS AND FRIENDLY F 1 MAINTENANCE COURTEOUS AND HELPFUL F 2 MAINTENANCE COURTEOUS AND HELPFUL F 2 MAINTENANCE COURTEOUS AND PROFESSIONAL F 4 MAINTENANCE COURTEOUS AND PROMPT ACTIONS F 1 MAINTENANCE COURTEOUS CUSTOMER SERVICE F 2 MAINTENANCE COURTEOUS ON PHONE AND SENT SOMEONE OUT RIGHT AWAY F 3 MAINTENANCE COURTEOUS OVER THE PHONE F 2 MAINTENANCE COURTEOUS WORKERS F 1 MAINTENANCE CUSTOMER SERVICE WAS GOOD F 4 MAINTENANCE DID A GREAT JOB F 4 MAINTENANCE DID A GREAT JOB ETC Institute (2013) 83 2013 MSD Post Contact Survey Q5. Did MSD or any of its employees do anything you really LIKED? IF=Field Service] Service Survey type Area F F F Grouped problem Code Crew Member #1 2 3 3 2 2 2 1 4 3 4 4 2 2 4 3 4 Department Responsible MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENACE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE Q5 Really LIKED DID A GREAT JOB DID A GREAT JOB DID A PROFESSIONAL JOB DID RESPOND QUICKLY DID THE JOB POINTED ME IN THE RIGHT DIRECTION DID THE WORK IN A TIMELY MANNER DID THEIR JOB DID THEIR JOB DID THEIR JOB QUICKLY DID WHAT THEY SAID THEY WOULD DO DID WHAT THEY SAID THEY WOULD DO DISPATCHED QUICKLY EMPLOYEES CLEANING SERVICE LINE COURTEOUS EMPLOYEES THAT CAME OUT PROVIDED GOOD INFORMATION ENGINEER WAS GREAT EVERYTHING ETC Institute (2013) 84 2013 MSD Post Contact Survey Q5. Did MSD or any of its employees do anything you really LIKED? IF=Field Service] Grouped Service problem Survey type Area Code Crew Member #1 Department Responsible Q5 Really LIKED F 3 MAINTENANCE EVERYTHING IS GREAT F 4 MAINTENANCE EVERYTHING LOVED THE WHOLE MSD SERVICE EXPERIENCE F 2 MAINTENANCE EVERYTHING TOOK CARE OF EVERYTHING F 2 MAINTENANCE EVERYTHING WAS OKAY F 4 MAINTENANCE EXPLANATION OF PROBLEM F 1 MAINTENANCE FAST FIXED PROPERLY -LOVED FOLLOW UP LETTERS F 1 MAINTENANCE FILLED IN THE HOLE F 2 MAINTENANCE FIXED PROBLEM QUICKLY AND EXPLAINED ISSUE F 2 MAINTENANCE FIXED SEWER BACK UP F 4 MAINTENANCE FIXED THE ISSUE F 2 MAINTENANCE FIXED THE PROBLEM F 2 MAINTENANCE FOUND AN UNMAPPED MANHOLE F 2 MAINTENANCE FOUND OUT WHAT THE PROBLEM WAS AND FIXED IT F 1 MAINTENANCE FRIENDLY F 2 MAINTENANCE FRIENDLY AND VERY KNOWLEDGEABLE ETC Institute (2013) 85 2013 MSD Post Contact Survey Q5. Did MSD or any of its employees do anything you really LIKED? IF=Field Service] Service Survey type Area F F F F F F F F F F F Grouped problem Code Crew Member #1 4 2 3 MOELLER 2 2 2 2 2 2 1 2 Department Responsible MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE Q5 Really LIKED GAVE GOOD INFORMATION GOT JOB DONE QUICKLY GOT THE SEWERS DRAINED AND CLEARED GUIDED TO THE RIGHT RESOURCES GUY THAT CAME OUT WAS REALLY NICE AND HELPFUL HAVE DONE EVERYTHING THEY CAN TO RESOLVE ISSUE HE WAS NICE AND PROFESSIONAL AND POLITE HOW QUICKLY THEY TOOK CARE OF THE PROBLEM IMMEDIATE RESPONSE TO TURN OFF WATER INFORMATIVE AND COMPETENT INFORMED AND DISCUSSED OPTIONS WITH THE CUSTOMER ETC Institute (2013) 86 2013 MSD Post Contact Survey Q5. Did MSD or any of its employees do anything you really LIKED? IF=Field Service] Service Survey type Area F F F F F F F F F F F F F F F Grouped problem Code Crew Member #1 2 2 2 2 2 2 2 4 3 2 2 3 3 1 4 Department Responsible MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENACE Q5 Really LIKED IT WAS FINE AND GREAT JUST DID THEIR JOB KEPT ME INFORMED KNOWLEDGE OF TECH HE SHED SOME LIGHT ON THE PROBLEM LEFT A NOTE ON THE DOOR LEFT DOOR TAG LEFT NOTICE THAT THEY WERE THERE LIKED THE GUY WHO CAME OUT LOOKED INTO COMPLAINT MAN WAS VERY NICE AND COURTEOUS MEET MY SATISFACTION AND QUICKLY DIDTHE JOB MILISSA ALAN TOOK THE TIME TO MEET WITH US MSD LEFT A MESSAGE ON DOOR -THANK YOU NICE NICE AND HELPFUL ETC Institute (2013) 87 2013 MSD Post Contact Survey Q5. Did MSD or any of its employees do anything you really LIKED? IF=Field Service] Service Survey type Area F F F F F F F F F F F F F F F F Grouped problem Code Crew Member #1 2 2 3 2 2 4 3 2 4 2 2 2 2 2 2 4 Department Responsible MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE Q5 Really LIKED NICE OVER THE PHONE ON TIME AND POLITE ON TIME/POLITE/ EFFICIENT PROFESSIONAL PROMPTNESS AND INTELLECTUAL KNOWLEGE PROMPTNESS EXPLAINED EVERYTHING QUICK RESOLUTION QUICK RESPONSE REAL NICE REAL NICE REALLY TOOK TIME TO FIND THE PROBLEM RESPONE TO MY CONCERNS RESPONSIVE SERVICE MAN WAS VERY GOOD SERVICE TECH WAS GOOD EXPLAINED WHAT WOULD BE DONE SERVICE WAS QUICK ETC Institute (2013) 88 2013 MSD Post Contact Survey Q5. Did MSD or any of its employees do anything you really LIKED? IF=Field Service] Grouped Service problem Survey type Area Code Crew Member #1 Department Responsible Q5 Really LIKED F 1 MAINTENANCE SHOWED ON TV OF CAMERA THE SEWER LINE F 2 MAINTENANCE SOLVED PROBLEMS F 3 MAINTENANCE SOLVED THE ISSUE AND CLEARED SEWER INLET F 4 MAINTENANCE SOMEONE CAME OUT RIGHT AWAY F 2 MAINTENANCE STOPPED THE WATER BACK UP F 2 MAINTENANCE THE CSR CONFIRMED IT WAS MSD'S PROBLEM F 2 MAINTENANCE THE EMPLOYEE THAT CAME OUT WAS GREAT F 4 CONSTRUCTION THE FIELD REP WAS VERY KNOWLEDGEABLE AND POLITE F 2 MAINTENANCE THE GUYS WHO CAME OUT WERE GREAT F 3 MAINTENANCE THE PERSON I SPOKE W/LISTENED & REALLY HELPED ME F 2 MAINTENANCE THEY CAME OUT & LOOKED AT EVERYTHING IS FINE ETC Institute (2013) 89 2013 MSD Post Contact Survey Q5. Did MSD or any of its employees do anything you really LIKED? IF=Field Service] Grouped Service problem Survey type Area Code Crew Member #1 Department Responsible Q5 Really LIKED F 2 MAINTENANCE THEY CAME OUT LATE TO SOLVE PROBLEM & CALLED WHEN DONE F 1 MAINTENANCE THEY CAME OUT QUICKLY/REPAIRED THE GRASS TO GROW BACK F 4 MAINTENANCE THEY DETECTED WHAT NEEDED TO BE FIXED F 4 MAINTENANCE THEY DID WHAT THEY NEEDED TO DO IN A TIMELY MANNER F 4 MAINTENANCE THEY FIXED IT F 1 CONSTRUCTION THEY FOLLOWED UP BY PHONE F 4 MAINTENANCE- THEY GAVE ME GOOD CONSTRUCTION INFORMATION F 4 MAINTENANCE THEY LEFT A NOTE TO LET US KNOW IT WAS FIXED F 2 MAINTENANCE THEY WERE THERE WHEN THE PRIVATE PLUMBER WAS THERE F 2 MAINTENANCE THEY WERE THERE WHEN THEY REALLY NEEDED THEM ETC Institute (2013) 90 2013 MSD Post Contact Survey Q5. Did MSD or any of its employees do anything you really LIKED? IF=Field Service] Grouped Service problem Survey type Area Code Crew Member #1 Department Responsible Q5 Really LIKED F 4 CONSTRUCTION THEY WERE VERY FAST SOLVING THE ISSUE F 2 MAINTENANCE TOLD ME WHAT I NEEDED TO DO F 2 MAINTENANCE TOOK CARE OF ME VERY WELL F 3 MAINTENANCE TOOK CARE OF PROBLEM F 3 MAINTENANCE TOOK CARE OF PROBLEM F 3 MAINTENANCE TOOK CARE OF THE PROBLEM F 3 MAINTENANCE TOOK CARE OF THE PROBLEM QUICKLY F 2 MAINTENANCE UNSTOPPED DRAINAGE F 4 MAINTENANCE VERY COURTEOUS - DID A GOOD JOB F 1 MAINTENANCE VERY HAPPY & SAVED THE ROSE BUSH WENT ABOVE & BEYOND F 2 MAINTENANCE VERY HELPFUL F 3 MAINTENANCE VERY NICE F 1 MAINTENANCE VERY NICE PEOPLE - PUT FENCE BACK F 2 MAINTENANCE VERY PLEASED ETC Institute (2013) 91 2013 MSD Post Contact Survey Q5. Did MSD or any of its employees do anything you really LIKED? IF=Field Service] Grouped Service problem Survey type Area Code Crew Member #1 Department Responsible Q5 Really LIKED F 2 MAINTENANCE VERY POLITE & COURTEOUS AND VERY QUICK F 2 MAINTENANCE VERY SATISFIED F 2 MAINTENANCE VERY SATISFIED F 2 MAINTENANCE VERY SATISFIED WITH CUSTOMER SERVICE & SERVICE CALL F 3 MAINTENANCE/ VERY TIMELY ENGINEERING F 4 MAINTENANCE WOULD FIX PROPERLY BUT NOT PERMANENTLY F 2 MAINTENANCE WRITE A NOTE OR FOLLOW UP F 3 MAINTENANCE YES F 4 CONSTRUCTION- YES MAINTENANCE F 2 MAINTENANCE YES F 2 MAINTENANCE YES F 1 MAINTENANCE YES F 2 MAINTENANCE YES CAME OUT QUICKLY F 2 MAINTENANCE YES CHECKED EVERYTHING F 4 MAINTENANCE YES FIXED THE PROBLEM ETC Institute (2013) 92 2013 MSD Post Contact Survey Q5. Did MSD or any of its employees do anything you really LIKED? IF=Field Service] Service Survey type Area F F F F F F F F F F F F F GR GR GR GR GR GR GR GR Grouped problem Code 1 4 1 2 3 2 2 1 1 4 4 2 2 Crew Member #1 FURLOW THIEL SIMON OTTO VERMILLON VILCHIS THIEL THIEL Department Responsible MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE - ENGINEERING MAINTENANCE MAINTENANCE MAINTENANCE CONSTRUCTION/ MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE Q5 Really LIKED YES MSD IS GREAT - THEY WENT AN EXTRA MILE YES THEY ARE QUICK YES THEY TOOK CARE OF ME VERY WELL YES VERY RESPECTFUL YOUNG MAN WAS HELPFUL FIRST CALL PERSON WAS NOT HELPFUL 2ND CALLER WAS GREAT ALL VERY NICE EMPLOYEES ALL WERE VERY HELPFUL ALWAYS DO A GOOD JOB/ALWAYS RESPONSIVE ALWAYS RESPONDS AMAZING WORK - VERY NICE -SO POLITE ANSWERED QUESTIONS ASKED ME IF I NEEDED A CLEANING SERVICE VERY NICE ETC Institute (2013) 93 2013 MSD Post Contact Survey Q5. Did MSD or any of its employees do anything you really LIKED? IF=Field Service] Service Survey type Area F GR F GR GR GR GR GR GR GR GR GR GR GR GR GR GR GR Grouped problem Code 4 3 2 1 2 2 2 1 1 3 1 3 1 2 4 4 Crew Member #1 FURLOW ROWLAND WEBB JOURDAIN THIEL VILCHIS WEBB MANTIA MUELLER KEAVENY MANTIC PIERCE ALONZO WEBB VILCHIS MULLEN Department Responsible MAINTENANCE MAINTENANCE MAINTENANCE CONSTRUCTION MAINTENANCE MAINTENANCE MAINTENANCE CONSTRUCTION/ MAINTENANCE MAINTENANCE MAINTENANCE - ENGINEERING CONSTRUCTION/ MAINTENANCE MAINTENANCE CONSTRUCTION/ MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE Q5 Really LIKED BEING ON TIME CALLED BACK RIGHT AWAY CAME OUT AND TOLD US WE NEEDED TO CALL A PLUMBER CAME TO FIX PROBLEM SAME DAY CAME TO OUR DOOR LET US KNOW THE JOB WAS DONE CLEANED OUT MY SEWER COURTEOUS OVER THE PHONE DID A GOOD JOB DID A GOOD JOB DID A GREAT JOB DID ALL IN A TIMELY MANNER DID NICE WORK DID OKAY DID REALLY WELL A GREAT JOB DID THEIR JOB DID WORK IN A TIMELY MANNER ETC Institute (2013) 94 2013 MSD Post Contact Survey Q5. Did MSD or any of its employees do anything you really LIKED? IF=Field Service] Grouped Service problem Survey type Area Code F GR 2 F GR 3 F GR 4 F GR 1 F GR 3 F GR 2 F GR 3 F GR 2 F GR 4 F GR 4 F GR 2 F GR 1 F GR 4 F GR 3 F GR 1 F GR 4 Crew Member #1 HERB E THIEL GASSNER MICHAEL TAORMINA VOLLMER THIEL PIERCE VILCHIS HARWELL VILCHIS BIXLER ALONZO VILCHIS ROWLAND JOURDAIN ROUSSEAU Department Responsible MAINTENANCE MAINTENANCE CONSTRUCTION CONSTRUCTION/ MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE CONSTRUCTION/ MAINTENANCE MAINTENANCE CONSTRUCTION/ MAINTENANCE CONSTRUCTION/ MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE Q5 Really LIKED EMPLOYEE VERY NICE WENT ABOUVE AND BEYOND EMPLOYEES AND TIME FRAME GREAT EMPLOYEES ARE RESPECTFUL EVERYTHING IS FINE EVERYTHING IS FINE EVERYTHING WAS FINE EVRYTHING WAS FINE EXPLANATION OF SITUATION FIXED IT QUICK FIXED PROBLEM FIXED PROBLEM PROMPTLY FOLLOWED UP AND KEPT ME INFORMED FRIENDLY GAVE ME A MAP GOT BACK TO HIM QUICKLY AND EXPLAINED THE PROCESS GOT THERE QUICKLY ETC Institute (2013) 95 2013 MSD Post Contact Survey Q5. Did MSD or any of its employees do anything you really LIKED? IF=Field Service] Grouped Service problem Survey type Area Code Crew Member #1 Department Responsible Q5 Really LIKED F GR 2 MAINTENANCE GUYS THAT CAME OUT WAS PROFESSIONAL F GR 2 VILCHIS MAINTENANCE HAD NO PROBLEMS F GR 4 VILCHIS MAINTENANCE HE SHOWED ON COMPUTER NO UNDERGROUND SPRING F GR 1 ALONZO MAINTENANCE HOMEOWNER WAS NOT AT HOME F GR 3 ROWLAND MAINTENANCE HOPEFULLY FIXED THE PROBLEM F GR 4 VILCHIS MAINTENANCE JESSE WAS VERY FRIENDLY & POINTED OUT THE PROBLEM F GR 4 RUSSELL CONSTRUCTION/ JUST FIXED THE MAINTENANCE PROBLEM F GR 3 ALLEN MAINTENANCE KNOWLEDGEABLE F GR 4 FURLOW CONSTRUCTION/ LADY ON PHONE MAINTENANCE VERY NICE TO GET KEYS THAT FELL IN F GR 1 TAORMINA CONSTRUCTION NOT YET F GR 3 PIERCE MAINTENANCE OK F GR 4 MULLEN MAINTENANCE ON THE BALL DOUBLED CHECKED THEMSELVES/GREAT JOB F GR 3 ROUSSEAU MAINTENANCE PROMPT F GR 3 MAINTENANCE QUICK LETTER RESPONSE ETC Institute (2013) 96 2013 MSD Post Contact Survey Q5. Did MSD or any of its employees do anything you really LIKED? IF=Field Service] Grouped Service problem Survey type Area Code F GR 1 F GR 1 F GR 1 F GR 4 F GR 3 F GR 3 F GR 2 F GR 3 F GR 1 F GR 2 F GR 1 F GR 2 F GR 4 F GR 2 Crew Member #1 ALONZO JORDIAN MUELLER THIEL PIERCE KEAVENY WEBB GASSNER JOURDAIN THIEL MUELLER THIEL VERMILLION THIEL Department Responsible CONSTRUCTION/ MAINTENANCE CONSTRUCTION/ MAINTENANCE CONSTRUCTION/ MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE CONSTRUCTION/ MAINTENANCE MAINTENANCE CONSTRUCTION/ MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE Q5 Really LIKED QUICK RESPONSE QUICK TO DETERMINE PROBLEM REALLY GOOD SERVICE RESPONDED IN A TIMELY MANNER SENT A FOLLOW-UP LETTER SENT E-MAIL RIGHT AWAY SERVICE CALL PEOPLE WERE NICE SERVICE CENTER WAS A PERSON NOT A MACHINE SHOWED UP FAST SHOWED UP FAST SO FAR SO GOOD STILL A PROBLEM THE FACT THE EMPLOYEES CONTINUE TO COME BACK THE WAY THE SITUATION WAS HANDLED ETC Institute (2013) 97 2013 MSD Post Contact Survey Q5. Did MSD or any of its employees do anything you really LIKED? IF=Field Service] Service Survey type Area F GR Grouped problem Code 2 F GR 4 F GR 1 F GR 1 F GR 4 F GR 2 F GR 1 OTTO F GR 1 F GR 1 F GR 4 F GR 2 Crew Member #1 OVERBERG VERMILLON THIEL VOLLMER THIEL VILCHIS JOURDAIN MUELLER THIEL ROUSSEAU Department Responsible MAINTENANCE MAINTENANCE MAINTENANCE CONSTRUCTION/ MAINTENANCE CONSTRUCTION/ MAINTENANCE MAINTENANCE CONSTRUCTION/ MAINTENANCE MAINTENANCE CONSTRUCTION/ MAINTENANCE MAINTENANCE MAINTENANCE Q5 Really LIKED THEY ANSWERED MY QUESTION ABOUT THE STORM DRAIN THEY ARE FINISHING UP THE JOB THEY ARE NICE THEY CAME OUT AND FOAM TESTED/THEY REPLATED THEY CAME OUT QUICKLY AND CHECKED THINGS OUT THEY CAME OUT QUICKLY I USED THE LATERAL PROGRAM THEY CAME TO MY DOOR & TOLD ME WHAT THEY NEEDED TO DO THEY DID FINALLY FIX IT THEY FILLED IN THE HOLE & LEFT THE PROPERTY VERY NICE THEY FIXED THE PROBLEM THEY FIXED THE PROBLEM AND DID A GOOD JOB ETC Institute (2013) 98 2013 MSD Post Contact Survey Q5. Did MSD or any of its employees do anything you really LIKED? IF=Field Service] Grouped Service problem Survey type Area Code Crew Member #1 Department Responsible Q5 Really LIKED F GR 2 OVERBERG MAINTENANCE THEY GOT IT DONE F GR 2 MURPHY MAINTENANCE THEY GOT THE BLOCKAGE CLEARED UP F GR 1 JOURDAIN CONSTRUCTION/ THEY HAD A GREAT MAINTENANCE ATTITUDE & TOOK CARE OF THE PROBLEM F GR 1 JOURDAIN CONSTRUCTION/ THEY HAD SOMEONE MAINTENANCE COVER THE CAVE-IN F GR 1 THIEL CONSTRUCTION/ THEY RESPONDED MAINTENANCE F GR 3 RUMPSA MAINTENANCE/ THEY RESPONDED ENGINEERING AND ACTUALLY CAME OUT F GR 4 THIEL CONSTRUCTION/ THEY TOOK CARE OF MAINTENANCE THE ISSUE QUICKLY F GR 4 AUGUSTINE CONSTRUCTION/ THEY TRIED TO FIX MAINTENANCE THE PROBLEM F GR 4 THIEL MAINTENANCE THEY WERE COURTEOUS & ADDRESSED THE PROBLEMS F GR 2 VILCHIS MAINTENANCE THEY WERE COURTEOUS AND FRIENDLY F GR 1 PATRICK CONSTRUCTION THEY WERE NICE F GR 1 JOURDAIN CONSTRUCTION/ THEY WERE NICE MAINTENANCE ETC Institute (2013) 99 2013 MSD Post Contact Survey Q5. Did MSD or any of its employees do anything you really LIKED? IF=Field Service] Grouped Service problem Survey type Area Code Crew Member #1 F GR 1 ALONZO F GR 4 MILLER F GR 2 F GR 4 F GR 4 F GR 2 F GR 2 F GR 1 F GR 4 F GR 4 F GR 2 F GR 2 F GR 1 F GR 3 F GR 4 F GR 1 AUGUSTINE VILCHIS VILCHIS IRVING ALONZO PIERCE THIEL VILCHIS MAINTENANCE VILCHIS JOURDAIN ALLEN THIEL ALONZO Department Responsible CONSTRUCTION/ MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE CONSTRUCTION/ MAINTENANCE MAINTENANCE MAINTENANCE MULLEN MAINTENANCE MAINTENANCE MAINTENANCE - ENGINEERING MAINTENANCE CONSTRUCTION Q5 Really LIKED THEY WERE NICE ON THE PHONE THEY WERE VERY FRIENDLY THEY WERE VERY FRIENDLY & TOOK CARE OF THE PROBLEM THEY WERE VERY HELPFUL AND PROMPT TOOK CARE OF PROBLEM TURN AROUND TIME WAS GREAT VERY COURTEOUS VERY COURTEOUS VERY EASY TO WORK WITH VERY FRIENDLY VERY GOOD JOB VERY HELPFUL VERY HELPFUL ON WHAT TO DO NEXT VERY KNOWLEDGEABLE AND PATIENT VERY NICE VERY PROFESSIONAL ETC Institute (2013) 100 2013 MSD Post Contact Survey Q5. Did MSD or any of its employees do anything you really LIKED? IF=Field Service] Service Survey type Area F GR F GR F GR F GR F GR F GR F GR F GR F F F F F F F F F F F GR GR GR GR MI MI MI MI MI MI MI Grouped problem Code 2 3 4 1 1 4 2 2 1 4 4 3 1 1 4 4 1 4 1 Crew Member #1 KEVIN L MULLEN ROBIDOUX AUGUSTINE MUELLER MUELLER FURLOW THIEL WEBB MUELLER FURLOW BIXLER BANKS DOMNIC GARDNER DAILY GRANBERRY VILCHIS DONNAN Department Responsible MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE CONSTRUCTION/ MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE CONSTRUCTION/ MAINTENANCE CONSTRUCTION/ MAINTENANCE MAINTENANCE CONSTRUCTION/ MAINTENANCE CONSTRUCTION/ MAINTENANCE MAINTENANCE CONSTRUCTION Q5 Really LIKED VERY PROMPT VERY PROMPT VERY PROMPT VERY PROMPT VERY PROMPT VERY QUICK VERY QUICK VERY QUICK AND FRIENDLY VERY RESPECTFUL VISITED AND INVESTIGATED REALLY QUICKLY WENT ABOVE AND BEYOND WONDERFUL ABOVE AND BEYOND ALL ENPLOYEES HAVE BEEN TERRIFIC ALL PERFECT ALL VERY NICE ALLOWED FOR QUESTIONS ALWAYS DO A GREAT JOB BEING POLITE AND COURTEOUS ETC Institute (2013) 101 2013 MSD Post Contact Survey Q5. Did MSD or any of its employees do anything you really LIKED? IF=Field Service] Grouped Service problem Survey type Area Code Crew Member #1 Department Responsible Q5 Really LIKED F MI 2 MULLEN MAINTENANCE CAME IN AND GOT THE JOB DONE FINISHED IN HALF HOUR F MI 2 MULLEN MAINTENANCE CAME OUT AND DID THEIR JOBS F MI 2 DAILY MAINTENANCE CAME OUT PROMPTLY AND FIXED THE PROBLEM F MI 2 WILLIS MAINTENANCE CAME OUT QUICKLY AND VERY FRIENDLY F MI 3 GOODWIN MAINTENANCE CAME OUT VERY FAST VERY SHOCKED F MI 4 PLUMMER CONSTRUCTION/ COMPLETED TASK MAINTENANCE F MI 4 MOORE CONSTRUCTION CONTACTED HIM WHEN NEEDED F MI 3 KLAGES MAINTENANCE COURTEOUS F MI 2 JOHNSON MAINTENANCE COURTEOUS GOT THE JOB DONE & WS VERY HELPFUL F MI 2 FRANKS MAINTENANCE COURTEOUS WHEN CALLED PROBLEM IN F MI 3 GOODWIN MAINTENANCE DID A GOOD JOB F MI 2 DAILY JR MAINTENANCE DID JOB WITH NO HASSEL F MI 4 GRIB MAINTENANCE DID THEIR JOB F MI 4 DONALD R DAVIS CONSTRUCTION DID WHAT THEY ARE SUPPOSE TO DO ETC Institute (2013) 102 2013 MSD Post Contact Survey Q5. Did MSD or any of its employees do anything you really LIKED? IF=Field Service] Grouped Service problem Survey type Area Code Crew Member #1 Department Responsible Q5 Really LIKED F MI 4 DAILY MAINTENANCE DIDN'T FIX THE PROBLEM/BUT TOLD US WHAT TO DO F MI 4 JOHNSON MAINTENANCE EASY TO WORK WITH F MI 1 BAILEY CONSTRUCTION/ EFFICENT AND MAINTENANCE RESPECTFUL F MI 2 MULLEN MAINTENANCE EMPLOYEES APPEARANCE WAS PROFESSIONAL F MI 3 BANKS MAINTENANCE EVERTHING WAS AMAZING F MI 3 WILSON MAINTENANCE/ EVERYONE WAS ENGINEERING COURTEOUS F MI 2 DAILY MAINTENANCE EVERYTHING IS OK F MI 2 CALVIN MAINTENANCE EVERYTHING WAS FINE F MI 2 DAILY MAINTENANCE EVERYTHING WAS GREAT F MI 2 JAMES MAINTENANCE EVERYTHING WENT GREAT/FOUND OUT NOT MSD'S PROBLEM F MI 4 MOORE MAINTENANCE EXPLAINED IN GREAT DETAIL WHAT WAS WRONG F MI 2 JOHNSON MAINTENANCE FAST F MI 4 JOHNSON CONSTRUCTION FIRST CALL CENTER- E-MAIL WHEN COMPLETE F MI 1 DAILY CONSTRUCTION/ FIXED QUICK MAINTENANCE ETC Institute (2013) 103 2013 MSD Post Contact Survey Q5. Did MSD or any of its employees do anything you really LIKED? IF=Field Service] Service Survey type Area F MI F MI F MI F F F F F F F F F F F F MI MI MI MI MI MI MI MI MI MI MI MI Grouped problem Code 1 2 4 Crew Member #1 DIERING FORTSON JOHNSON 2 PERRY 2 WILLIS 2 BANKS 3 MOELLER 3 HENRY 2 DAILY 1 GARDNER 2 JAMES 3 HENRY 3 MOELLER 2 MULLEN 2 JOHNSON Department Responsible CONSTRUCTION MAINTENANCE CONSTRUCTION/ MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE CONSTRUCTION/ MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE Q5 Really LIKED FIXED THE ISSUE FIXED THE PROBLEM FIXED THE PROBLEM FOUND THE PROBLEM AND FIXED IT QUICKLY FRIENDLY GAVE ME INFORMATION I NEEDED GENTLEMAN ON THE PHONE WAS COURTEOUS & RESPECTFUL GOOD RESPONSE GOT RIGHT OUT THERE IMPRESSED WITH HOW QUICKLY THEY RESPONDED INITIAL CUSTOMER SERVICE PERSON WAS GREAT IT WAS ALL GOOD JUST TALKED TO SOMEONE NEVER SAW ANYONE KAN THAT TEST KIND & COURTEOUS ETC Institute (2013) 104 2013 MSD Post Contact Survey Q5. Did MSD or any of its employees do anything you really LIKED? IF=Field Service] Grouped Service problem Survey type Area Code Crew Member #1 F MI 2 MOELLER F MI 4 HARBOUR F MI 3 F MI 4 F MI 3 F MI 1 F MI 3 F MI 4 F MI 4 F MI 3 F MI 2 F MI 1 F MI 1 F MI 4 F MI 4 JOHNSON FRANKS JOHNSON LUCAS PLUMMER JOHNSON FRANKS JOHNSON GRANBERRY Department Responsible MAINTENANCE MAINTENANCE MAINTENANCE/ ENGINEERING MAINTENANCE MAINTENANCE CONSTRUCTION/ MAINTENANCE MAINTENANCE CONSTRUCTION MAINTENANCE MAINTENANCE MAINTENANCE CONSTRUCTION/ MAINTENANCE ROBERT E DIERING CONSTRUCTION/ MAINTENANCE DAILY MAINTENANCE MULLEN MAINTENANCE Q5 Really LIKED KIND AND HELPFUL KNOWLEDGEABLE LIKED THE FACT THAT THEY CALLED ME BACK LIKED THE FOLLOW UP LETTER MORE THAN AWESOME SERVICE MSD TAKING RESPONSIBILITY OF THE ISSUE AFTER TESTING NO THEY HAVE NOT DONE ANYTHING YET NOTHING ON TIME OUT NEXT DAY & CHECKED MORE SEWERS THAN ASKED PEOPLE WHO CAME OUT WERE GREAT PERSON ON THE PHONE WAS VERY GOOD PUT IN NEW LINES QUICK RESPONSE QUICK RESPONSE ETC Institute (2013) 105 2013 MSD Post Contact Survey Q5. Did MSD or any of its employees do anything you really LIKED? IF=Field Service] Grouped Service problem Survey type Area Code Crew Member #1 F MI 2 BANKS F MI 3 FOUT F MI 2 FRANKS F MI 2 MULLEN F MI 3 WILSON F MI 2 GARDNER F MI 2 JAMES F MI 2 ROBIN M WILLIS F MI 2 BANKS F MI 3 DOMINIC F MI 2 WILLIS F MI 4 JOHNSON F MI 1 JOHNSON F MI 1 DAILY Department Responsible MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE CONSTRUCTION/ MAINTENANCE CINSTRUCTION/ MAINTENANCE Q5 Really LIKED REALLY NICE AND RESPECTFUL REMOVED LARGE PARTS OF THE TREE RESOLVED THE PROBLEM RESPONDED QUICKLY RESPONDED QUICKLY SAID THEY WOULD TAKE CARE OF ISSUE SHOWED ME WHAT THE PROBLEM WAS SHOWED UP SHOWED UP SHOWED UP AND TOLD THEM ABOUT FLOODED STREET SHOWED UP IN 30 MINUTES AND STARTED WORK SHOWED UP QUICK AND FIXED THE PROBLEM SPOKE TO HIM CORRECTLY SUPERVISOR & HIS ASSISTANT WERE VERY CONCERNED HELPFUL ETC Institute (2013) 106 2013 MSD Post Contact Survey Q5. Did MSD or any of its employees do anything you really LIKED? IF=Field Service] Grouped Service problem Survey type Area Code Crew Member #1 Department Responsible Q5 Really LIKED F MI 2 MUELLER MAINTENANCE SUPERVISOR CAME OUT TO GIVE HIM THE CORRECT INFORMATION F MI 4 BANKS MAINTENANCE THE QUICKNESS F MI 4 JOHNSON CONSTRUCTION/ THE RESPONSIVENESS MAINTENANCE F MI 4 JOHNSON MAINTENANCE THERE WAS A NOTE ON MY DOOR & E-MAIL WHICH WAS NICE F MI 2 THIEL MAINTENANCE THEY ALWAYS DO A GOOD JOB F MI 4 JOHNSON MAINTENANCE THEY CAME OUT RIGHT AWAY & CHECKED EVERYTHING F MI 2 WILLIS MAINTENANCE THEY CHECKED OUT MY CONCERN PROBLEM NOT IN SEWER LINE F MI 2 WILLIS MAINTENANCE THEY DID EVERYTHING FINE F MI 4 DAILY CONSTRUCTION THEY DO THEIR JOB BUT IT DOESN'T HOLD UP F MI 2 DAILY MAINTENANCE THEY RESPONDED QUICKLY F MI 4 DAILY CONSTRUCTION THEY RESPONDED QUICKLY F MI 2 WILLIS MAINTENANCE THEY SHOWED UP ETC Institute (2013) 107 2013 MSD Post Contact Survey Q5. Did MSD or any of its employees do anything you really LIKED? IF=Field Service] Grouped Service problem Survey type Area Code Crew Member #1 Department Responsible Q5 Really LIKED F MI 3 KLAGES MAINTENANCE THEY SOLVED THE PROBLEM & SENT A FOLLOW UP LETTER F MI 1 JOHNSON CONSTRUCTION/ THEY TESTED THE MAINTENANCE WATER WITH DYE F MI 2 MAINTENANCE THEY TOOK CARE OF THE PROBLEM F MI 1 JOHNSON CONSTRUCTION/ THEY TRIED TO FIND MAINTENANCE OUT WHAT WAS WRONG F MI 4 JOHNSON MAINTENANCE THEY WERE COURTEOUS/ PROFESSIONAL AND INFORMATIVE F MI 1 VIRGINIA CONSTRUCTION/ THEY WERE NICE MAINTENANCE OVER THE PHONE F MI 4 MOORE CONSTRUCTION THEY WERE VERY HELPFUL PROFESSIONAL AND COURTEOUS F MI 4 JOHNSON MAINTENANCE THEY WERE VERY RESPONSIVE & WERE OUT RIGHT AWAY F MI 1 DIERING CONSTRUCTION/ THEY WERE VERY MAINTENANCE RESPONSIVE CAME OUT RIGHT AWAY F MI 4 MOORE CONSTRUCTION TIMELY/GOOD SERVICE ETC Institute (2013) 108 2013 MSD Post Contact Survey Q5. Did MSD or any of its employees do anything you really LIKED? IF=Field Service] Grouped Service problem Survey type Area Code Crew Member #1 Department Responsible Q5 Really LIKED F MI 1 BAILEY MAINTENANCE TURNED ON VIDEO SCREEN SO I COULD SEE WHAT'S GOING ON F MI 2 DAILY MAINTENANCE VERY COURTEOUS F MI 2 BANKS MAINTENANCE VERY COURTEOUS F MI 2 FRANKS MAINTENANCE VERY FAST AND POLITE F MI 2 BANKS MAINTENANCE VERY HELPFUL AND RESPECTFUL F MI 3 TAYLOR GOODWIN MAINTENANCE VERY NICE AND EVERYTHING IS GOOD F MI 4 FRANKS MAINTENANCE VERY NICE AND HELPFUL F MI 4 BANKS MAINTENANCE VERY POLITE F MI 2 DAILY MAINTENANCE VERY PROMPT F MI 2 JOHNSON MAINTENANCE VERY PROMPT F MI 4 BANKS MAINTENANCE VERY QUICK F MI 2 TOMEK MAINTENANCE VERY QUICK AND GOOD F MI 1 BANKS CONSTRUCTION/ VERY RESPECTFUL MAINTENANCE F MI 2 JOHNSON MAINTENANCE VERY RESPONSIVE F MI 3 MOELLER MAINTENANCE VERY SATISFIED F MI 1 WELDELE CONSTRUCTION/ WAS A COURTEOUS MAINTENANCE PERSON ON THE PHONE NAMED PAT F MI 3 CALVIN FRANKS MAINTENANCE WORKERS ARE FRIENDLY ETC Institute (2013) 109 2013 MSD Post Contact Survey Q5. Did MSD or any of its employees do anything you really LIKED? IF=Field Service] Service Survey type Area F SU F F F F F F F F F F F F F F F F SU SU SU SU SU SU SU SU SU SU SU SU SU SU SU SU Grouped problem Code 2 3 4 4 4 4 4 4 3 4 2 4 3 4 2 4 Crew Member #1 VERMILLON VOLLMER DAVIS HARWELL HARWELL KNACKSTED DAVIS ROWLAND LOVE WILLIS HARWELL DAVIS MULLEN LOVE MULLEN HARWELL HARWELL Department Responsible MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE CONSTRUCTION MAINTENANCE MAINTENANCE MAINTENANCE CONSTRUCTION/ MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE CONSTRUCTION/ MAINTENANCE Q5 Really LIKED CAME OUT QUICKLY AND ON THE WEEKEND CLEANED UP THE PROBLEM CLEARED UP DOWN THE STREET CREW WAS VERY HELPFUL DID A GREAT JOB DID GOOD WORK DID VERY QUICK JOB EMPLOYEE WAS VERY CURTEOUS MATT BOWARD WAS GREAT EVERYTHING IS OK EVERYTHING IS OK EVERYTHING WAS GREAT EXPLAINED THINGS WELL FAST RESPONSE FIXED THE PROBLEM FIXED THE PROBLEM FIXED WATER BACK UP GLAD THE HOLE IS FIXED ETC Institute (2013) 110 2013 MSD Post Contact Survey Q5. Did MSD or any of its employees do anything you really LIKED? IF=Field Service] Service Survey type Area F SU SU SU SU SU SU SU SU SU SU SU SU SU SU SU SU SU SU Grouped problem Code 1 4 2 1 4 4 2 2 4 2 2 2 3 2 4 4 2 4 Crew Member #1 HARWELL DAVIS HARWELL HARWELL LOVE HARWELL MULLEN VILCHIS ZACHARY JOHNSON DAVIS ADAMS DAVIS DAVIS ROWLAND ANTHONY E HARWELL CHILLERS Department Responsible CONSTRUCTION/ MAINTENANCE MAINTENANCE MAINTENANCE CONSTRUCTION/ MAINTENANCE CONSTRUCTION/ MAINTENANCE CONSTRUCTION/ MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE CONSTRUCTION Q5 Really LIKED GREAT OVERALL JUST DID THE JOB JUST DID THEIR JOB LOVES LATOYA ADAMS MADE A FOLLOW-UP CALL MO RESPONSE NOTHING AT ALL NOTHING EXCEPT THE PERSON ON THE PHONE ON THE BALL PERSON OVER THE PHONE WAS VERY HELPFUL PROBLEMS RESOLVED QUICKLY PROFESSIONAL GOOD SERVICE PROMPT AND NICE QUICK RESPONSE TO ISSUE REPLY RIGHT AWAY RESPECTFUL RESPONSE AT FIRST RESPONSIVE ETC Institute (2013) 111 2013 MSD Post Contact Survey Q5. Did MSD or any of its employees do anything you really LIKED? IF=Field Service] Service Survey type Area F SU F SU F F F F F F F F F SU SU SU SU SU SU SU SU SU Grouped problem Code 2 4 2 1 4 1 2 2 4 2 3 Crew Member #1 VOLLMER HARWELL JOHNSON DAVIS VOLLMER DAVIS MULLEN BAILEY HARWELL MULLEN LOVE Department Responsible MAINTENANCE MAINTENANCE/ CONSTRUCTION MAINTENANCE CONSTRUCTION/ MAINTENANCE MAINTENANCE CONSTRUCTION/ MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE Q5 Really LIKED RESPONSIVENESS SAVED ME MONEY SITUATION WAS CORRECTED SOMEONE ANSWERED THE PHONE TAKEN CARE OF AND THEN SOME TEAMWORK OF THE CREW PROFESSIONAL WAY IT WAS HANDLED THANK YOU FOR COMING OUT EXCELLENT THE GENTLEMAN THAT CAME OUT WAS PERFECT THE WAY THEY GOT ON IT QUICKLY THEIR KNOWLEDGE HELPED BECAUSE THEY KNEW THE AREA THEY ALWAYS COME OUT AND DO A GOOD JOB ETC Institute (2013) 112 2013 MSD Post Contact Survey Q5. Did MSD or any of its employees do anything you really LIKED? IF=Field Service] Grouped Service problem Survey type Area Code Crew Member #1 Department Responsible Q5 Really LIKED F SU 4 MULLEN MAINTENANCE THEY CAME OUT TO DO WHAT WAS NECESSARY F SU 1 HARWELL CONSTRUCTION/ THEY CAME RIGHT MAINTENANCE OUT F SU 3 LUCAS MAINTENANCE THEY DID GET IT DONE/BUT SHOULD NOT HAVE TO CALL F SU 4 MULLEN MAINTENANCE THEY GAVE ME TIPS ON HOW TO SOLVE THE PROBLEM F SU 2 MULLEN MAINTENANCE THEY GOT THE WATER TO STOP COMING IN F SU 4 HARWELL MAINTENANCE THEY HANDLED THE PROBLEM WELL & SENT A FOLLOW UP LETTER F SU 4 HARWELL JR MAINTENANCE THEY MADE AN HONEST EFFORT TO FIX THE PROBLEM F SU 2 VILCHIS MAINTENANCE THEY TOOK NOTES AND EXPLAINED THE PROCESS F SU 4 MULLEN CONSTRUCTION/ THEY WERE MAINTENANCE AMAZING WENT ABOVE AND BEYOND F SU 4 BAILEY MAINTENANCE THEY WERE HERE IN AN HOUR/I WAS EXPECTING 2 DAYS ETC Institute (2013) 113 2013 MSD Post Contact Survey Q5. Did MSD or any of its employees do anything you really LIKED? IF=Field Service] Service Survey type Area F SU F SU F F F F F F F F F F F F F F F F SU SU SU SU SU SU SU SU SU SU SU SU SU SU SU SU Grouped problem Code 4 4 3 1 4 2 2 2 2 4 1 2 2 4 4 4 4 3 Crew Member #1 DAVIS FURLOW VOLLMER KNACKSTED DAVIS HARWELL DAVIS JOHNSON DAVIS FURLOW BAILEY HARWELL DAVIS WILLIS FURLOW MULLEN DAVIS VOLLMER Department Responsible MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE CONSTRUCTION MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE CONSTRUCTION MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE CONSTRUCTION MAINTENANCE Q5 Really LIKED TIME FRAME TOOK CARE OF PROBLEM TOOK CARE OF THE PROBLEM TOOK THE TIME TO EXPLAIN THE PROBLEM VERY COURTEOUS VERY COURTEOUS VERY GOOD JOB VERY HELPFUL & UNDERSTANDING VERY INFORMATIVE AND HELPFUL VERY NICE VERY PROFESSIONAL VERY PROFESSIONAL EXPLAINED WHY I HAD PROBLEMS VERY PROMPT VERY QUICK VERY QUICK VERY QUICK RESPONSE VERY TIMELY WONDERFUL PROMPT SERVICE ETC Institute (2013) 114 2013 MSD Post Contact Survey Q6. Did MSD or any of its employees do anything that you really DID NOT LIKE that you have not already mentioned? f B=Billing] Survey type Problem Description Contact Person Q6 DID NOT LIKE BIILING INQUIRY BIILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY NATASHA M BISHOP SHERLENE ALI ALESHA GARDNER SHERLENE ALI EMILY LOPEZ SHELLEY WALKER JACQUELINE GOSSETT JEANETTE STREATER SHELLY WALKER CAROLL ROGERS FELICIA YANCEY EMILY LOPEZ SHERLENE ALI ANGELICA RIVAS DIAZ CAROLL ROGERS SHEILA BOWERS ORLANDOS HUMPHREY JAIME DIXSON JAIME DIXSON SAID THEY WOULD CALL ME BACK AND NO ONE DID KEPT CALLING THEY SAID THEY DID NO RECEIVE BILL AFTER MAKING ARRANGEMENTS PEOPLE STILL CALL HER ALWAYS HAD FLOODING PROBLEMS MSD NEEDS TO SOLVE PROBLEM AT FIRST COULDN'T GET HELP AND NOT HELPFUL AT FIRST THEY WERE RUDE SHE CONTACTED HER LAWYER AUTOMATIC MACHINE BILL GOT LOST IN THE MAIL & MSD SAID I WAS TO BLAME BILL IS TOO HIGH & DON'T LIKE THE REASON WHY BILLING FOR VACANT HOUSE -READING HAS TO BE WRONG CALLED BACK TWICE ABOUT THE BILL CAN'T SAY IN LETIGATIONS CLERK BLAMED PAST DUE BILL ON THE COMPUTER COMPLAINED ABOUT SEWER BILL 8 TIMES IT'S TOO HIGH CUSTOMER MADE HIS PAYMENT MSD DISAGREED CUSTOMER SERVICE DID NOT GET A CALL BACK DID NOT GIVE MANY OPTIONS FOR HER PROBLEM DID NOT LIKE THE MISTAKE & MULTIPLE CALLS DID NOT LIKE THERE WASN'T A REASON FOR THE CHARGE ETC Institute (2013) 115 2013 MSD Post Contact Survey Q6. Did MSD or any of its employees do anything that you really DID NOT LIKE that you have not already mentioned? 1B=Billing1 Survey type Problem Description Contact Person Q6 DID NOT LIKE BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY SHEILA BOWERS CAROLL ROGERS CAROLL ROGERS JAMI MILLER LAURA PAZ MEAGHAN BELL JAIME DIXSON ORLANDOSHUMPHREY ORLANDOS HUMPHREY TUNISIA HUDDLESTON ORLANDOSHUMPHREY JAIME DIXSON VANESSA SOLIZ CAROLL ROGERS JEANETTE STREATER SPENCER THOMAS NATASHA M BISHOP JEANETTE STREATER JEANETTE STREATER SHERLENE ALI JEANETTE STREATER SHEILA BROWN DID NOT LIKE TO GET OPINION CALL ON SUNDAY DID NOT TAKE CARE OF SITUATION DID NOT TAKE THE TIME TO LOOK FOR BILLING PROBLEM DID NOT TRY TO INVESTIGATE OR HELP AT ALL DIDN'T ADDRESS THE CONCERN DIDN'T DO A FOLLOW-UP CALL DIDN'T GET NOTHING DONE FOR 2 MONTHS DIDN'T HELP HER & STILL NOT FIXED DIDN'T LIKE HOW THE SERVICE REP TREATED HER DIDN'T LIKE THE INCREASE OF THE BILL DIDN'T SEEM TO KNOW ENOGH DIDN'T SEEM TO KNOWLEDGEABLE OR COMPETENT DIDN'T SOLVE OR EXPLAIN THE PROBLEM DIDN'T UNDERSTAND WHY SHE WAS BEING BILLED TWICE DOES NOT LIKE SERVICE OR HOW SHE WAS TREATED DON'T KNOW HOW THEY COME UP WITH THE BILL DON'T REFERENCE AN ADDRESS WHEN THEY LEAVE A MESSAGE EMPLOYEES SHOULD HAVE BETTER ANSWERS TO QUESTIONS EVERYTHING FIRST PERSON TRYING TO TELL SET IN STONE BUT WAS NOT FORCED HIM TO PAY MSD BILLS OF PRIOR HOMEOWNERS FOUND LAST PHONE CONVERSATION TO BE RUDE ETC Institute (2013) 116 2013 MSD Post Contact Survey Q6. Did MSD or any of its employees do anything that you really DID NOT LIKE that you have not already mentioned? 1B=Billing1 Survey type Problem Description Contact Person Q6 DID NOT LIKE B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY SHELLY WALKER CAROLL ROGERS ALESHA GARDNER SHEILA BOWERS JEANETTE STREATER NATASHA M BISHOP ALESHA GARDNER ANGELICA RIVAS-DIAZ ALESHA GARDNER SHERLENE ALI NICCOLA LEE CAROLL ROGERS CAROLL ROGERS LINDA SALAZAR NICCOLA LEE TUNISIA HUDDLESTON LAURA PAZ JAIMI DIXSON TUNISIA HUDDLESTON CAROLL ROGERS JEANETTE STREATER HAD NO CARE TO HER PROBLEM HAD TO GO THROUGH SEVERAL PEOPLE TO SOLVE PROBLEM HAD TO KEEP CORRECTING MY BILL HAVE A HISTORY W/MSD GET BILLS BY THE TIME THEY ARE DUE HAVE NOT CHANGED MY DECEASED FATHER'S NAME ON BILL HAVE NOT FIGURED OUT WHY PAYING SO MUCH FOR 1 DAY HAVE NOT FOLLOWED UP WITH HER HAVEN'T HELPED HER SHE FELT HELPLESS HAVEN'T RESPONDED OR FOLLOWED UP WITH E-MAIL HELP CUSTOMERS WITH NEEDS SOONER HOME BURNT DOWN STILL BILLING ME FOR NOTHING THERE I HAD TO CALL BACK I HAVE LOST A LOT OF MONEY DUE TO BASEMENT PROBLEMS I THINK THEY TALK TO ME DIFFERENT BECAUS I AM A WOMEN INCREASE IN CHARGES HAS NOT BEEN A GOOD THING ISSUE HAS NOT BEEN FIXED BILL IS STILL HIGH3 LEFT BRICKS IN YARD DID NOT TAKE THEM AWAY LENGTH OF TIME TO RESOLVE MADE A PAYMENT & SHOULD WORK WITH ME MORE MAKING AN APPOINTMENT NOT COMING OUT ON TIME MSD BLOWING OUT LINES USES TOO MUCH PRESSURE ETC Institute (2013) 117 2013 MSD Post Contact Survey Q6. Did MSD or any of its employees do anything that you really DID NOT LIKE that you have not already mentioned? 1B=Billing1 Survey type Problem Description Contact Person Q6 DID NOT LIKE BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BRYAN HERRON SHEILA BOWERS SHELBY WALKER MEAGHAN BELL JACQUELINE GOSSETT CAROLL ROGERS DAWN SEYMOUR JACQUELINE GOSSETT BRYAN HERRON TUNISIA HUDDLESTON ORLANDOS HUMPHREY CAROLL ROGERS SHELLEY WALKER EMILY LOPEZ NATASHA M BISHOP CAROLL ROGERS CAROLL ROGERS EMILY LOPEZ FELICIA YANCEY JEANETTE STREATER NICCOLA LEE JEANETTE STREATER MSD HAS 3 STEP PROCESS PAYING MY BILL CAUSES TROUBLE MSD SHOULD CALL OWNER TO SAY TENANT IS LATE PAYING MSD TOLD HIM TO CALL CITY OFFICALS IN LAKESHIRE MY BACKYARD FLOODS OFTEN MSD WILL NO FIX THE PROBLEM NEED TO HAVE THEIR OWN ACCOUNTS PAYABLE & RECEIVABLES NEED TO LET ME KNOW IF YOU CAN COME TO MY HOUSE NEEDED TO GET BACK W/RESPONSE BUT THEY DIDN'T NEVER FIXED PROBLEM NO COMMUNICATION W/ME ON TRYING TO SETTLE A BILL NO FOLLOW-UP & THE ISSUE HAS NOT BEEN SOLVED NO INDICATION OF TESTING OR BACK FLUSHING AREA NO -JUST WANTS TO BE CONTACTED NO RECOURSE BILL KEEPS GOING UP NO REPSONSE NO RESPONE NO -TOOK CARE OF MY PROBLEM NO VERY HAPPY WITH MSD NOT FIXING NEIGHBORS HOLE IN BACKYARD PHONE RECORDING WAS IN SPANISH WE ARE NOT HISPANIC PROBLEM RECEIVING BILLS ON TIME PROBLEM WITH BACKYARD GROUND IS SINKING PUT IN COLLECTIONS ETC Institute (2013) 118 2013 MSD Post Contact Survey Q6. Did MSD or any of its employees do anything that you really DID NOT LIKE that you have not already mentioned? 1B=Billing1 Survey type Problem Description Contact Person Q6 DID NOT LIKE B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY JEANETTE STREATER SHELLEY WALKER FELICIA YANCEY SHELIA BOWERS JAIME DIXSON NICCOLA LEE SHELLY WALKER JAMIE DIXSON CARROLL ROGERS FELICA YANCEY EMILY LOPEZ JEANETTE STREATER JEANETTE STREATER SHELLEY WALKER JAIME DIXSON ORLANDOS HUMPHREY BRYAN HERRON PORTMAN EUGENE BRYAN HERRON DEMARISE TAYLOR MEAGHAN BELL CAROLL ROGERS NICCOLA LEE SHELLEY WALKER NICCOLA LEE JACQUELINE GOSSETT RAISED MY BILL SEENS REFUND TAKES TOO LONG TO PROCESS SEND LESS BILLS SENT ME TO ONE DEPARTMENT TO ANOTHER SENT MY BILL TO COLLECTION WITHOUT TELLLING ME SENT TO COLLECTIONS FOR 100 DOLLARS SHE DIDN'T HELP ME/WAS NOT CUSTOMER FRIENDLY SHE WAS RUDE SHOULD HAVE SOLVED PROBLEM ON FIRST CALL SPOKEN TO VERY RUDELY STOP CHARGING TAKING TOO LONG & COST IS WAY TOO HIGH THE FIRST GUY SAID HE WANTED A BANK STATEMENT THEY ARE ALMOST ALWAYS RUDE THEY DIDN'T GIVE GOOD RESPONSES THEY DIDN'T HELP ME THEY DIDN'T HELP ME & I'M A SENIOR CITIZEN THEY DIDN'T SOLVE HER ISSUE THEY HAVE NOT SOLVED MY BILLING PROBLEM THEY NEED TO DO THE RIGHT THING THEY SAID THEY FIXED MY BILL AND DIDN'T FIX IT THEY SPRAY PAINTED MARKS ON THE GRASS THEY STILL HAVE NOT RESOLVED THE PROBLEM THEY WERE NICE BUT WOULDN'T REVIEW THE USAGE THEY WERE NOT AS NICE AS THE CUSTOMER EXPECTED TOOK TOO LONG ETC Institute (2013) 119 2013 MSD Post Contact Survey Q6. Did MSD or any of its employees do anything that you really DID NOT LIKE that you have not already mentioned? 1B=Billing1 Survey type Problem Description Contact Person Q6 DID NOT LIKE BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING TEAM RESEARCH BIOLLING INQUIRY CALL TO CUSTOMER CALL TO CUSTOMER CALL TO CUSTOMER CALL TO CUSTOMER CALL TO CUSTOMER CHANGE CUSTOMER/ACCT INFO CHANGE CUSTOMER/ACCT INFO CHANGE CUSTOMER/ACCT INFO CHANGE CUSTOMER/ACCT INFO CHANGE CUSTOMER/ACCT INFO CHANGE CUSTOMER/ACCT INFO CHANGE CUSTOMER/ACCT INFO FELICIA YANCEY JEANETTE STREATER JEANETTE STREATER SPENCER THOMAS CARROLL ROGERS NICCOLA LEE CAROLL ROGERS JACQUELINE GOSSETT DEA DELUGOS CAROLL ROGERS EMILY NOLAND CYNATHIA WOMACK MICHELLE SIMMONS CAROLL ROGERS EMILY LOPEZ SHEILA BOWERS JAMI MILLER EMILY LOPEZ RAMONA GORDON GIDGET TAYLOR UNFAIR PRICING AND HOW CUSTOMERS ARE BEING CHARGED WAITED 45 MINUTES AND COULDN'T REACH ANYONE WANTED TO TALK TO SUPERVISOR BUT WOULD NOT LET ME WOULD LIKE A CALL BACK/I HAD TO CALL 3 TIMES WOULD LIKE TO HAVE A FOLLOW-UP CALL FROM MSD WOULDN'T HELP ME PAY THE BILL AFTER FATHER DIED DON'T KNOW IF ISSUE IS SOLVED EMPLOYEES ARE VERY RUDE CAN'T HELP ME & WANTS IT ON THE GROUP BILLING DID NOT FOLLOW UP MY BILL GOT LOST GOT NEIGHBORS BILL INSTEAD THEY ARE NOT FAIR/REFUSED TO LOOK AT MY PROBLEM THEY ARE NOT PEOPLE FRIENDLY VERY RUDE ASKED FOR FINAL BILL/AND DID NOT GET ONE BE ABLE TO CHANGE ADDRESS OVER THE PHONE CALLS ON LATE PAID BILLS BUT HAVEN'T RECEIVED THE BILL COST TOO MUCH MONEY DIDN'T FIX ANYTHING THAT THEY SAID THEY WOULD DIDN'T LIKE BEING BILLED FOR HOME THAT WAS FORECLOSED GOT WRONG NAME ON BILL ASKED TO FIX IT ETC Institute (2013) 120 2013 MSD Post Contact Survey Q6. Did MSD or any of its employees do anything that you really DID NOT LIKE that you have not already mentioned? 1B=Billing1 Survey type Problem Description Contact Person Q6 DID NOT LIKE CHANGE CUSTOMER/ACCT INFO CHANGE CUSTOMER/ACCT INFO CHANGE CUSTOMER/ACCT INFO CHANGE CUSTOMER/ACCT INFO CHANGE CUSTOMER/ACCT INFO CHANGE CUSTOMER/ACCT INFO CHANGE CUSTOMER/ACCT INFO CHANGE CUSTOMER/ACCT INFO CHANGE CUSTOMER/ACCT INFO CHANGE CUSTOMER/ACCT INFO CHANGE CUSTOMER/ACCT INFO CHANGE CUSTOMER/ACCT INFO CHANGE CUSTOMER/ACCT INFO CHANGE CUSTOMER/ACCT INFO CREDIT BALANCE REFUND REQ CREDIT BALANCE REFUND REQ CUSTOMER CALLED CUSTOMER CALLED CUSTOMER CALLED CUSTOMER CALLED CUSTOMER CALLED CUSTOMER CALLED CUSTOMER CALLED SHEILA BOWERS SHERRY BELL CAROLL ROGERS CAROLL ROGERS DEBORAH VIEHMAN DEMARISE TAYLOR SHELLEY WALKER CYNTHIA WOMACK SHEILA BOWERS SHEILA BOWERS SHEILA BOWERS KAREN MCDOWELL LAURA UHLE JEANETTE STREATER SHERRY BELL MARGARET CRONK RISHA COLLINS CYNTHIA WOMACK KAREN MCDOWELL DEA DELUGOS GIDGET TAYLOR CYNTHIA WOMACK RISHA COLLINS HAVEN'T SENT A BILL SAID SHE WILL BE SENT TO COLLECTION HE WISHES MSD WOULD HAVE CONTACTED HIM IT TOOK 3 PHONE CALLS TO MSD FIND HIS TITLE COMPANY NO REPSONSE ONLY SERVICE THAT HAS HER NAME INCORRECT PROBLEM HAS NOT YET BEEN FIXED SEWAGE IN BASEMENT MSD DID NOT CLAIM RESPONSIBILITY SHE WAS IN A HURRY THE EMPLOYEE REFUSED HER PAYMENT THE PROCESS TO TRANSFER BILLS THEY DIDN'T CHANGE HIS ADDRESS SENT TO COLLECTIONS THEY HAVEN'T RESOLVED THE ISSUE THIS IS HIS FATHER'S HOUSE KEPT SENDING BILLS TO HIM TOOK HIM TO COURT PERSON WAS NOT HELPFUL AND NOT FRIENDLY THEY KEPT MY MONEY WAS DIFFUCULT TO GET BACK DID NOT SEND LETTER ABOUT NEW LOW INCOME PROGRAM DIDN'T CALL BACK ABOUT REFUND MSD HAS NOT REPAIRED LAWN TURF ADEQUATELY REQUEST BILLS BE SENT AT SAME TIME HAVE NOT DONE THAT SHE HAD TO SEND THEM INFO & MISPLACED IT THE NEW OWNER RATE PRICE IS TOO HIGH THEY NEVER CALLED ME BACK ETC Institute (2013) 121 2013 MSD Post Contact Survey Q6. Did MSD or any of its employees do anything that you really DID NOT LIKE that you have not already mentioned? 1B=Billing1 Survey type Problem Description Contact Person Q6 DID NOT LIKE B B B B B B B B B CUSTOMER CALLED EFT INQUIRY/REQUEST EFT INQUIRY/REQUEST MOVE IN CUSTOMER CALL MOVE IN -CUSTOMER CALL MOVE IN -CUSTOMER CALL MOVE OUT CUTOMER CALL MOVE OUT -CUSTOMER CALL MOVE OUT -CUSTOMER CALL EMILY NOLAND SHERRY BELL SHERRY BELL JAMI MILLER CHARLOTTE FERGUSON JOHN ZIDZIK TONI HANCOCK CHRIS VERPLANCKE DEBRA CARTER WOULD NOT REIMBURSE UNTIL PROBLEM WAS FIXED DID NOT GET THE BILL LOWERED LIKE HE WANTED NO RESPNSE STILL HAVEN'T SENT HIM A BILL OWE PREVIOUS BILL BEFORE HE MOVED IN THEY WERE NOT SENDING THE BILL TO HER AS REQUESTED DIDN'T LIKE AUTOMATED SYSTEM & DON'T LIKE THE MUSIC ARGUED TOOK A FEW TIMES OF CALLING BACK TO PROCESS ETC Institute (2013) 122 2013 MSD Post Contact Survey Q6. Did MSD or any of its employees do anything that you really DID NOT LIKE that you have not already mentioned? [F=Field Service] Work Grouped Order Service problem Survey type Number Area Code Crew Member #1 Q6 DID NOT LIKE F 2 BATTLE BACK AND FORTH NO CORRECT SERVICE F 2 CALLED TWICE -DID NOT ARRIVE UNTIL 10 PM F MI 2 BANKS CONTACT PERSON WAS KIND OF RUDE F 3 CUSTOMER SERVICE REP WAS UNFRIENDLY F MI 2 DID NOT APPRECIATE THE PERSON I SPOKE TO F 4 DID NOT CALL ME BACK F 4 DID NOT CLEAN UP LOOSE ASPHALT F 3 DID NOT COMPLETE THE JOB & OVERLOOKED A PROBLEM F 2 DID NOT FIX PROBLEM BASEMENT IS ALL FLOODED F 2 DID NOT FOLLOW UP F 2 DID NOT LEAVE ANYTHING STATING THEY WERE THERE ETC Institute (2013) 123 2013 MSD Post Contact Survey Q6. Did MSD or any of its employees do anything that you really DID NOT LIKE that you have not already mentioned? fF=Field Service] Work Grouped Order Service problem Survey type Number Area Code Crew Member #1 Q6 DID NOT LIKE F 2 DID NOT SOLVE THE PROBLEM F 3 DID NOT WANT TO COME OUT SAID IT'S NOT MSD'S PROBLEM F 4 DIDN'T CALL ME BACK TO LET ME KNOW WHAT THE PROBLEM WAS F SU 4 DAVIS DIDN'T CLEAN UP HIS YARD F 2 DIDN'T COME BACK TO FIX SEWER DRAINS F 2 DIDN'T DO ANYTHING FOR ME SAID IT WAS MY PROBLEM F 2 DIDN'T FIX BACK UP F 1 DIDN'T FOLLOW UP W/ ME IF THEY HAD COME OUT F GR 3 GASSNER DIDN'T INVESTIGATE PROBLEM ENOUGH TURNED BACK ON IT F MI 2 BANKS DIDN'T LET ANYONE KNOW WHAT WAS GOING ON F 4 DIDN'T LOOK WHERE THE SEWER LINE WAS DIDN'T INVESTIGATE ETC Institute (2013) 124 2013 MSD Post Contact Survey Q6. Did MSD or any of its employees do anything that you really DID NOT LIKE that you have not already mentioned? fF=Field Service] Work Grouped Order Service problem Survey type Number Area Code Crew Member #1 Q6 DID NOT LIKE F 4 DIDN'T PAY FOR REPAIRS ON CAR FROM MISSING COVER F 1 DIDN'T REALLY FIX THE PROBLEM F 2 DON'T KNOW IF THEY WERE HERE F SU 4 JOHNSON DON'T THINK ANYONE CAME OUT THE FIRST TIME F 2 EMPLOYEE FLOODED MY BASEMENT AND RUINED DRAINAGE F 2 FEEL THAT MSD SAYS IT'S NOT THEIR PROBLEM F 4 HAVE A PERSON ANSWER PHONES INSTEAD OF AUTOMATED SERV F 1 HAVE NOT BEEN UPDATED ON THE PROGRESS F 4 HAVE NOT HEARD ANYTHING ON WHEN COMING OUT F GR 1 ALONZO HAVEN'T FOLLOWED UP ETC Institute (2013) 125 2013 MSD Post Contact Survey Q6. Did MSD or any of its employees do anything that you really DID NOT LIKE that you have not already mentioned? fF=Field Service] Work Grouped Order Service problem Survey type Number Area Code Crew Member #1 Q6 DID NOT LIKE F 1 I FEEL LIKE MSD IS JUST BANDAIDING PROBLEM F GR 4 VILCHIS I HAVE NEVER RECEIVED A BILL F MI 1 JOHNSON ISSUE IS NOT FIXED F 2 IT'S A LONG GOING PROBLEM DON'T KNOW HOW TO FIX IT F 2 IT'S A TEMPORARY FIX & NOT A SOLUTION TO PROBLEM F 2 LEFT A NOTE THAT SAID IT'S NOT MSD'S PROBLEM F MI 3 FOUT LEFT LITTLE PARTS OF THE TREE ITS' A LITTLE MESSY F SU 1 DAVIS LIKED TO HAVE BEEN WHEN THEY DID THE TEST F GR 2 THIEL MAN ON SITE NOT AS NICE F 2 MSD CAME TO THE HOME & SAID IT'S NOT THEIR PROBLEM F 2 MSD EMPLOYEE DID NOT KNOW WHERE SEWER DRAIN WAS ETC Institute (2013) 126 2013 MSD Post Contact Survey Q6. Did MSD or any of its employees do anything that you really DID NOT LIKE that you have not already mentioned? fF=Field Service] Work Grouped Order Service problem Survey type Number Area Code Crew Member #1 Q6 DID NOT LIKE F GR 3 GASSNER MSD LOOKED AT THE ISSUE SAID THEY CAN'T FIX IT F 2 MSD NEVER FOLLOWED UP & DIDN'T FIX THE ISSUE F 2 MSD WOULDN'T RESOLVE ISSUE/SAID IT WAS HOUSE ISSUE F MI 1 JOHNSON NEED BETTER CUSTOMER SERVICE PEOPLE TO ANSWER PHONES F 1 NEED TO FOLLOW UP F 4 NEED TO PERMANENTLY FIX THE SLAB ON CORNER F 4 NEVER ACTUALLY HELPED F 2 NEVER ACTUALLY WENT TO SEE BASEMENT F MI 4 KLAGES NEVER FEEL LIKE A CUSTOMER WITH MSD F 2 NEVER MADE A RETURN CALL F 2 NEVER RANG DOOR BELL & OR KNOCKED I WAS HOME ETC Institute (2013) 127 2013 MSD Post Contact Survey Q6. Did MSD or any of its employees do anything that you really DID NOT LIKE that you have not already mentioned? [F=Field Service] Work Grouped Order Service problem Survey type Number Area Code Crew Member #1 Q6 DID NOT LIKE F 3 NO MONEY TO DO ANYTHING F 2 NO ONE CALLED ME BACK & NO SERVICE WAS MADE BY MSD F 2 NO ONE CAME TO MY DOOR LET ME KNOW WHAT WAS GOING ON F 1 NO STILL DON'T KNOW WHAT'S GOING ON F 4 NOBODY SOLVED THE PROBLEM F 4 NOT INFORMED OF WORK TO BE DONE TOOK TWICE AS LONG F 3 NOT SURE THEY HAVE BEEN OUT TO COMPLETE THE SERVICE F MI 2 JOHNSON NOT VERY HELPFUL EVER F GR 1 JOURDAIN NOTHING DONE & NO COMMUNICATION F 1 ONE EMPLOYEE WAS FIGHTING W/ THE OTHER EMPLOYEE F 1 ONLY FIXED IT TEMPORARELY NOT PERMENTLY FIXED ETC Institute (2013) 128 2013 MSD Post Contact Survey Q6. Did MSD or any of its employees do anything that you really DID NOT LIKE that you have not already mentioned? fF=Field Service] Work Grouped Order Service problem Survey type Number Area Code Crew Member #1 Q6 DID NOT LIKE F GR 2 PERSON ON THE PHONE WAS NOT VERY COMPETENT F 2 PHONE REP AT FIRST SAID IT WASN'T MSD'S PROBLEM F 2 PHONE REP WAS A LITTLE SHORT AND DIDN'T LISTEN TO ME F 2 PLUMBER COULD NOT FIX THE PROBLEM/SO WHO CAN F 4 PROBLEM HASN'T BEEN FIXED F 4 REALLY RUDE F SU 2 RESOLVE ISSUE DID NOT SENT ANYONE TO THE HOUSE F 4 SAID HE WOULD BE THERE BUT NEVER SHOWED UP F 2 SAID IT WAS NOT MSD'S PROBLEM F 2 SAID IT WAS NOT MSD'S PROBLEM F 3 SAID IT WAS NOT MSD'S PROBLEM/NOW SAYING MSD'S PROBLEM ETC Institute (2013) 129 2013 MSD Post Contact Survey Q6. Did MSD or any of its employees do anything that you really DID NOT LIKE that you have not already mentioned? fF=Field Service] Work Grouped Order Service problem Survey type Number Area Code Crew Member #1 Q6 DID NOT LIKE F 3 SAID IT WASN'T THEIR PROBLEM FIX IT HIMSELF F 4 SAID THEY ARE NOT RESPONSIBLE F 1 SERVICE NOT COMPLETE SAID THEY WOULD CALL NEVER DID F 2 SEWAGE IS BACKING UP NOTHING WAS DONE F 3 SHE SPOKE TO ME RUDELY F 3 SHE WAS RUDE F SU 4 HARWELL SHOULD HAVE COVERED THE HOLE OVER THE WEEK -END F 2 SITUATION GOING ON FOR MONTHS PEOPLE SICK F 1 STILL HAVE THE PROBLEM GOING ON F 3 STILL HAVEN'T COME OUT TO WORK ON THE PROBLEM F 2 STILL HAVING THE PROBLEM ETC Institute (2013) 130 2013 MSD Post Contact Survey Q6. Did MSD or any of its employees do anything that you really DID NOT LIKE that you have not already mentioned? fF=Field Service] Work Grouped Order Service problem Survey type Number Area Code Crew Member #1 Q6 DID NOT LIKE F 2 THE 2NND EMPLOYEE THAT CAME TO THE HOME WAS VERY RUDE F 2 THE FACT THAT IT WASN'T THEIR PROBLEM F 4 THE PERSON WAS UNHELPFUL AND RUDE F 2 THE WORKERS CAN'T COME INSIDE TO CHECK OUT THE PROBLEM F 3 THERE WAS NOT FOLLOW UP F 2 THEY ARE NOT RESOLVING THE ISSUE F 4 THEY DID NOT ADDRESS THE CAVE- IN F 2 THEY DID NOT GIVE ME A GOOD EXPLANATION ABOUT PROBLEM F 2 THEY DIDN'T FOLLOW THROUGH OR FIX THE DAMAGE F MI 2 THEY HAVE NOT DONE ANYTHING YET ETC Institute (2013) 131 2013 MSD Post Contact Survey Q6. Did MSD or any of its employees do anything that you really DID NOT LIKE that you have not already mentioned? [F=Field Service] Work Grouped Order Service problem Survey type Number Area Code Crew Member #1 Q6 DID NOT LIKE F SU 4 VOLLMER THEY HAVEN'T FIXED THE ISSUE NO RESPONSE F 1 THEY NEEDED TO KEEP ME INFORMED ON WHAT'S GOING ON F 2 THEY SAID PROBLEM WAS WITH CUSTOMER F 4 THEY SHOULD DO SOMETHING TO PERMANENTLY TO FIX IT F 3 THEY WERE NOT HELPFUL AND COULD NOT HELP ME F 2 THEY WOULDN'T COME OUT SAID NOT ENOGH COMPLAINTS F 2 TOLD HIM IT WASN'T THEIR PROBLEM BUT NOT WHO TO CALL F 1 TOLD ME IT'S NOT THEIR PROBLEM I DON'T KNOW WHAT TO DO F 2 TOOK A LONG TIME TO DO SERVICE F 2 TOOK AWHILE TO RESPOND ETC Institute (2013) 132 2013 MSD Post Contact Survey Q6. Did MSD or any of its employees do anything that you really DID NOT LIKE that you have not already mentioned? fF=Field Service] Work Grouped Order Service problem Survey type Number Area Code Crew Member #1 Q6 DID NOT LIKE F 4 TOOK AWHILE TO RESPOND F GR 2 IRVING TORE UP LANDSCAPE AND NEVER REPAIRED F 2 TRIED TO EXPLAIN THE ISSUE & THEY WILL NOT LISTEN F MI 1 DAILY VERY UNHAPPY BECAUSE NOTHING HAS BEEN DONE F 1 WAS NOT HOME WHEN THEY CAME OUT DIDN'T MAKE APPOINTMENT F MI 3 TAYLOR GOODWIN WELL HERE IS A TREE AND MSD DID NOT CUT IT F 2 WHEN SHE FOLLOWED UP THEY WERE NOT FRIENDLY F MI 1 WORK NOT COMPLETE F MI 1 BANK WOULDN'T DO ANYTHING F 2144077 MI 1 DONNAN HAVEN'T FOLLOWED UP F 2144101 GR 3 ALLEN LACK OF FINAL FOLLOW-UP ETC Institute (2013) 133 2013 MSD Post Contact Survey Q6. Did MSD or any of its employees do anything that you really DID NOT LIKE that you have not already mentioned? fF=Field Service] Work Grouped Order Service problem Survey type Number Area Code Crew Member #1 Q6 DID NOT LIKE F 2153103 MI 4 MULLEN DID NOT LET ME KNOW IF ANYTHING WAS DONE OR NOT F 2154948 GR 1 TAORMINA SAID IT WAS NOT THEIR PROBLEM F 2157233 MI 3 MOELLER GUYS IN THE TRUCK DROVE AWAY WITHOUT TELLING ME F 2159111 GR 2 BIXLER TECH LOOKED AND DID NOTHING/ CUSTOMER NOT HAPPY F 2160047 MI 2 DAILY JR LOOKED AT PROBLEM SAID IT WASN'T THEIR PROBLEM F 2161833 GR 1 TAORMINA DID NOT FIX MY PROBLEM F 2166072 MI 2 JAMES NOT HEARING FROM THE ADJUSTER F 2166084 MI 3 LUCAS THEY HAVE NOT CONTACTED ME AT ALL F 2166090 GR 2 WEBB DID NOT LEAVE A NOTE ON MY DOOR LET ME KNOW WHAT'S DONE F 2166306 MI 2 CLARK NEVER CAME TO CHECK OUT PROBLEM ETC Institute (2013) 134 2013 MSD Post Contact Survey Q6. Did MSD or any of its employees do anything that you really DID NOT LIKE that you have not already mentioned? fF=Field Service] Work Grouped Order Service problem Survey type Number Area Code F 2166890 MI 2 F 2168064 GR 1 F 2169782 SU 3 F 2185463 GR 1 F 2188230 GR 3 F 2189952 MI 1 F 2191048 MI 1 F 2194068 GR 3 F 2194562 SU 3 F 2194590 MI 2 F 2196948 GR 1 2197022 MI 2 Crew Member #1 FRANKS TAORMINA DAVIS JOURDAIN GASSNER GRANBERRY BAILEY ROWLAND LUCAS MULLEN JORDIAN MOELLER Q6 DID NOT LIKE NOT FIXING PROBLEM YET HAVEN'T COMPLETED THE PROBLEM-7TH TIME CALLED OUT STILL A PROBLEM/ STORM DRAINS ARE FULL BLUNTAND DIS- COURTEOUS NOT HELPFUL NOT PROMPT ON FIXING THE PROBLEM DID NOT SEEMED CONCERNED OR HELPFUL NO RESPOSNE DEFERRING BLAME THEY DON'T COME ON REGULAR BASIS THEY PUSH THINGS OFF & DON'T GET HERE TO SEE PROBLEM HAVEN'T GOT BACK WITH ME YET WAITING ON DYE TEST NO RESPOSNE ETC Institute (2013) 135 2013 MSD Post Contact Survey Q6. Did MSD or any of its employees do anything that you really DID NOT LIKE that you have not already mentioned? fF=Field Service] Work Grouped Order Service problem Survey type Number Area Code Crew Member #1 F 2197187 GR 1 ALONZO F 2197524 SU 3 F 2197596 SU 2 F 2197694 MI 2 F 2197761 SU 2 F 2197812 MI 2 F 2197897 MI 2 F 2197954 GR 1 F 2197991 GR 2 F 2198534 GR 1 LOVE HARWELL MULLEN HARBOUR DAILY JR TAORMINA VILCHIS TAORMINA Q6 DID NOT LIKE WE HAVE A LOT OF PROBLEMS W/SEWER BACK UPS SAID OKAY BUT STILL NOT FIXED NO RESPONSE WORRIED MSD DID SOMETHING WRONG MY BASEMENT FLOODED NO FOLLOW UP CALL IHAD TOPAY A PLUMBER FAILED TO TELL ME I HAD MOLD/CLAIM MOLD ON 2ND CLAIM WISH THEY WOULD GET BACK WITH ME/ SLOW RESPONSE TIME I WANTED TO HAVE THE PROBLEM RESOLVED NOT ABLE TO RESOLVE/HAD TO GET A PLUMBER THEY OUGHT TO BE ABLE TO ADDRESS THE PROBLEM ETC Institute (2013) 136 2013 MSD Post Contact Survey Q6. Did MSD or any of its employees do anything that you really DID NOT LIKE that you have not already mentioned? fF=Field Service] Work Order Survey type Number F 2199045 F F F F F F F F F F Service Area GR 2199654 GR 2200918 GR 2203675 GR 2204043 GR 2215477 MI 2221267 --- 2225437 MI 2229322 MI 2229848 GR 2229866 GR Grouped problem Code 3 3 1 1 3 4 2 1 2 2 3 Crew Member #1 ALLEN PIERCE JORDIAN JOURDAIN FRANKS VOLLMER DIERING DAILY JR EERNISSE ROWLAND Q6 DID NOT LIKE SAY THEY ARE GOING TO DO SOMETHING THEY SHOULD DO IT NOT CONVINCED THEY DID ANY SERVICE TO CHECK THE PROBLEM 1ST CALLER WAS NOT HELPFUL/WANTED TO GET OFF PHONE SLOW REPAIRS DIDN'T DO ANYTHING DID NOT FIX ANYTHING I HAD TO WAIT FOR A LETTER TO FIND OUT THE PROBLEM THERE IS NO MONEY IN MSD'S BUDGET TO FIX IT SERVICE GUY SEEMED TO NOT CARE MSD NEVER CAME TO THE PROPERTY TO SEE THE ISSUE HAD TO GET THEM TO TAKE RESPONSIBILITY FOR THE PROBLEM ETC Institute (2013) 137 2013 MSD Post Contact Survey Q6. Did MSD or any of its employees do anything that you really DID NOT LIKE that you have not already mentioned? fF=Field Service] Work Grouped Order Service problem Survey type Number Area Code F 2230208 MI 1 F 2230932 SU 2 F 2232845 SU 2 F 2236641 SU 1 F 2240219 MI 1 F 2240400 MI 2 F 2241488 GR 4 F 2242842 SU 2 F 2242965 GR 2 F 2243079 SU 2 Crew Member #1 DIERING BROWN HARWELL HARWELL GARDNER MULLEN RUMPSA VOLLMER THIEL HARWELL Q6 DID NOT LIKE TOOK TOO LONG TO COME OUT CUSTOMER FELT SHE WAS BLAMED FOR ISSUE NO ONE HAS FOLLOWED UP SICE THE SECOND TIME MSD DID NOT TAKE CARE OF THE PROBLEM HAVE NOT FOUND THE LEAK SO THE CAVE-IN CAN STOP TOOK THEM WAY TOO LONG TO ARRIVE NOT GETTING RETURN CALLS DID NOT INVESTIGATE ISSUE/ DID NOT RESOLVE ISSUE NOT RESOLVING THE CURRENT ISSUE FOR 30 YEARS THEY DIDN'T FOLLOW UP OR SENT ANYONE OUT TO HOUSE ETC Institute (2013) 138 2013 MSD Post Contact Survey Q6. Did MSD or any of its employees do anything that you really DID NOT LIKE that you have not already mentioned? fF=Field Service] Work Grouped Order Service problem Survey type Number Area Code Crew Member #1 Q6 DID NOT LIKE F 2243447 MI 2 JAMES DID NOT INVESTIGATE ISSUE ENOUGH TO SEE HOW TO HELP F 2243977 MI 2 MUELLER DIDN'T SEND A WORK CREW TO REMOVE STANDING WATER F 2244040 MI 2 JAMES NO FOLLOW UP FROM MSD REGARDING SEWAGE BACK UP F 2244090 SU 2 DAVIS ISSUE IS NOT FIXED F 2244230 MI 3 MOORE NOT FIXED F 2244278 GR 3 NO REPONSE F 2244409 SU 2 JOHNSON CREW WHO LOOKED AT THE ISSUE NOT WILLING TO HELP OUT F 2246550 SU 2 BAILEY POOR CUSTOMER SERVICE F 2247019 MI 2 MULLEN MSD FIXED THE PROBLEM BUT LEFT A CAVE-IN OF DIRT F 2247267 SU 2 HARWELL REJECTING CLAIM F 2250179 MI 3 JAMES TOOK TOO LONG TO ARRIVE F 2250180 MI 3 JAMES THEY REFUSED TO FIX THE PROBLEM F 2268263 SU 1 HARWELL SAID BILLS ARE TOO HIGH/SOUNDED NOT TO WORRIED ETC Institute (2013) 139 2013 MSD Post Contact Survey Q6. Did MSD or any of its employees do anything that you really DID NOT LIKE that you have not already mentioned? fF=Field Service] Work Order Survey type Number F 2270020 F F F F F F F F F Grouped Service problem Area Code GR 3 2270065 MI 4 2270611 SU 3 2271408 SU 3 2271527 GR 1 2272190 GR 1 2272722 GR 1 2272856 SU 2 2273778 SU 2 2273844 MI 1 Crew Member #1 RUMPSA JOHNSON VOLLMER VOLLMER MARTIN A SIMON SIMON JOURDAIN ANTHONY E HARWELL HARWELL DIERING Q6 DID NOT LIKE THE YELLOW FOAM - WE HAVE TO WORK AROUND IT MSD NEEDS TO FIND A SOLUTION TO REMEDY THE PROBLEM LET US KNOW WHEN YOU ARE HERE CLEAR OUT THE BLOCKAGE FUTHER BACK NOTHING DONE GOOD ALL WORK WAS HALF DONE INCORRECT DID NOT COMPLETE THE JOB SPIKES ALL AROUND THE HOLE DIDN'T COMMUNICATE WITH CUSTOMER NOT FOLLOWED THROUGH LACK OF KNOWLEDGE & ASSISTANCE PASSED AROUND BEFORE I GOT TO THE PROPER PERSON ETC Institute (2013) 140 2013 MSD Post Contact Survey Q6. Did MSD or any of its employees do anything that you really DID NOT LIKE that you have not already mentioned? fF=Field Service] Work Grouped Order Service problem Survey type Number Area Code F 2274407 GR 3 F 2274524 MI 1 F 2274639 MI 1 F 2274679 MI 2 F 2276272 SU 4 F 2276316 MI 2 F 2276417 MI 4 F 2276831 SU 3 F 2277346 SU 4 F 2277641 MI 1 F 2279199 MI 4 F 2279530 GR 4 Crew Member #1 PIERCE WELDELE GARDNER JOHNSON ROWLAND MARCUS L JOHNSON DONALD R DAVIS VOLLMER HARWELL DIERING PLUMMER AUGUSTINE Q6 DID NOT LIKE IT TOOK THEM 2 WEEKS TO LOOK INTO THIS THE HOLE IS BIG I AM AFRAID SOMEONE WILL GET HURT HAVE NOT SOLVED THE PROBLEM/NO COMMUNICATION DID NOTHING NOT FIXING FLOOD IN THE STREETS EVERYTHING CANT GET A SPECIFIC PERSON TO RESOLVE MY PROBLEM THEY HAVEN'T CLEANED OUT THE SEWER LINE YET I DID NOT THINK THEY WERE THOROUGH ENOUGH SHE WAS A LITTLE RUDE NOT WILLING TO HELP WITH THE ISSUE I DON'T THINK THAT ANYBODY CAME OUT ETC Institute (2013) 141 2013 MSD Post Contact Survey Q6. Did MSD or any of its employees do anything that you really DID NOT LIKE that you have not already mentioned? fF=Field Service] Work Order Survey type Number F 2287130 F F F F F F F F F F F Grouped Service problem Area Code MI 4 2290343 MI 1 2300443 GR 3 2305778 MI 4 2306359 GR 1 2306432 GR 1 2306453 GR 3 2307204 GR 1 2307380 MI 4 2307989 MI 4 2310615 MI 1 2312130 MI 1 Crew Member #1 CALVIN FRANKS WELDELE GASSNER JOHNSON JOURDAIN JOURDAIN PIERCE JOURDAIN PLUMMER WILSON JOHNSON DAILY Q6 DID NOT LIKE AFTER 20 YEARS PROBLEM STILL NOT SOLVED MSD REFERRED THE PROBLEM TO CITY OF CLAYTON WE HAVE NOT GOTTEN ANY RESULTS IT'S BEEN 4 WEEKS NO RESULTS PROBLEM NOT SOLVED BETTER RESPONSE TIME FIXED PROBLEM FOR NOW NEED ANOTHER INLET THEY DIDN'T GET THE JOB DONE MADE ME PAY A LOT OF MONEY TO FIX MY PROBLEM GRAVEL WASHING UP IN YARD AND MSD WON'T FIX IT SLOW RESPONSE TIME THEY PUT STRAW EVERYWHERE ETC Institute (2013) 142 2013 MSD Post Contact Survey Q6. Did MSD or any of its employees do anything that you really DID NOT LIKE that you have not already mentioned? fF=Field Service] Work Grouped Order Service problem Survey type Number Area Code Crew Member #1 F 2313863 SU 3 ROWLAND F 2317450 MI 1 JOHNSON F 2318902 GR 1 ALONZO F 2321821 GR 1 MUELLER F 2323581 GR 1 ALONZO F 2327136 GR 2 F 2327682 GR 4 F 2332840 GR 1 F 2332844 MI 4 F 2334540 GR 1 F 2336297 MI 4 ALONZO THIEL PATRICK JOHNSON MUELLER BANKS Q6 DID NOT LIKE THEY HAVEN'T FIXED THE PROBLEM WITH THE SEWER NOT COMMUNICATION WHAT TO DO NEED A FOLLOW UP W/NEXT STEP OF WHATS NEXT THEY HAVEN'T COMMUNICATED WELL THEY DIDN'T COMMUNICATE WELL WHEN THEY WOULD BE OUT DON'T DO IN HOME WORK THEY DID NOT ADDRESS THE PROBLEM NOTHING IN WRITING SAYING CAUSE OF PROBLEM TO BE FIXED WISH PROBLEM WAS FIXED PERMANENTLY BO RESPONSE TORE FENCE DOWN AND DIDN'T FIX IT ETC Institute (2013) 143 2013 MSD Post Contact Survey Q6. Did MSD or any of its employees do anything that you really DID NOT LIKE that you have not already mentioned? fF=Field Service] Work Grouped Order Service problem Survey type Number Area Code Crew Member #1 Q6 DID NOT LIKE F 2338436 SU 1 ZACKERY J THINKS THAT EMPLOYEE NEEDS TO INVETIGATE ON PROBLEM F 2341193 GR 2 AUGUSTINE CHECKED ON PROBLEM NO NOTE OR CALL BACK F 2342598 GR 4 THIEL HAVEN'T RESOLVED THE PROBLEM F 2342899 GR 1 JOURDAIN LIKE TO HAVE FEED BACK IF NOT MSD'S PROBLEM F 2345122 MI 4 DAILY JOB IS JUST NOT FINISHED YET F 2345212 MI 4 JOHNSON TORE YARD UP -BUT THERE IS NOTHING WE CAN DO ABOUT IT F 2348334 GR 4 VILCHIS ABSOLUTLEY NOT F 2348470 SU 1 DAVIS COULD HAVE FIXED FASTER F 2350175 MI 1 JOHNSON THE PROBLEM HE FEELS WAS MSD NOT HIS F 2351120 GR 4 RUMPSA HAVEN'T CONTACTED HIM OR DONE WORK F 2354076 MI 4 JOHNSON DO QUICKER REPAIR AND MORE PROFESSIONAL ETC Institute (2013) 144 2013 MSD Post Contact Survey Q6. Did MSD or any of its employees do anything that you really DID NOT LIKE that you have not already mentioned? fF=Field Service] Work Grouped Order Service problem Survey type Number Area Code Crew Member #1 Q6 DID NOT LIKE F 2354310 MI 2 MULLEN NEVER SHOWED UP SAID IT WASN'T MSD'S PROBLEM F 2354472 MI 4 JOHNSON DIDN'T LOOK TOO MUCH F 2356485 GR 4 MICHAEL NOBODY HAS CONTACTED ME TO SOLVE THE PROBLEM F 2356804 MI 2 DAILY JR MAKE NUMBER MORE CLEAR WHICH ONE TO CALL FOR SITUATION F 2361116 GR 2 FURLOW SOMEONE TO EXPLAIN IT TO HIM F 2361327 GR 4 FURLOW NEED TO LOOK HARDER AND FOLLOW UP F 2361340 MI 1 BANKS HASN'T PAID FOR BASEMENT DAMAGE F 2370475 SU 4 DAVIS FINISH PROJECT ASAP F 2373145 MI 1 DAILY WORK NOT COMPLETE & NOT NOTIFIED WHAT'S GOING ON F 2378192 GR 1 JOURDAIN DIDN'T FOLLOW-UP F 2379434 SU 1 DAVIS DIDN'T HELP OUT F 2385394 MI 2 JOHNSON THEY DO ANYTHING FOR ME F 2388862 MI 1 DIERING NOT KNOWING WHOSE PROBLEM IT IS ETC Institute (2013) 145 2013 MSD Post Contact Survey Q6. Did MSD or any of its employees do anything that you really DID NOT LIKE that you have not already mentioned? fF=Field Service] Work Grouped Order Service problem Survey type Number Area Code F 2390462 GR 3 F 2391136 GR 3 F 2391673 SU 2 F 2393485 GR 4 F 2395225 MI 3 F 2395796 SU 4 F 2396993 SU 4 F 2397240 SU 1 F 2402894 MI 2 F 2403178 SU 4 F 2411391 SU 4 F 2412218 GR 2 F 2413609 GR 2 Crew Member #1 RUMPSA GASSNER DAVIS THIEL WILSON ROWLAND DAVIS KNACKSTED JOHNSON DAVIS KNACKSTED MULLEN WEBB Q6 DID NOT LIKE THEY WERE NICE BUT DIDN'T HELP HER AT ALL SAID COULD NOT FIND WAS A BIG BRANCH LADY ON THE PHONE WAS PRETTY RUDE SIDN'T HELP RESOLVE THE ISSUE DIDSN'T OFFER ANY SUGGESTIONS TO PROBLEM 50 YEARS OF BACK- UPS TOOK TOO LONG DIAGNOSED THE FIRST TIME WOULD HAVE BEEN BETTER BILLED DOUBLE ONGOING PROBLEM OVER AND OVER FIRST TIME REPLACED WITH TYPE THE AUTOMATED PHONE SYSTEM GET RID OF IT PHONE EMPLOYEES ARE RUDE ETC Institute (2013) 146 2013 MSD Post Contact Survey Q6. Did MSD or any of its employees do anything that you really DID NOT LIKE that you have not already mentioned? [F=Field Service] Work Grouped Order Service problem Survey type Number Area Code Crew Member #1 Q6 DID NOT LIKE F 7119113 MI 3 CAME OUT AT 4 IN THE MORNING LEFT POST CARD ON MY DOOR ETC Institute (2013) 147 2013 MSD Post Contact Survey Q7. Can you think of anyays MSD can be more responsive to your needs? IB=Billin2l Survey type Problem Description Contact Person Q7 Ways responsive B CUSTOMER CALLED B B B B B B B B B B B B B B BIILING INQUIRY BIILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY CINDY FRY NATASHA M BISHOP SHERLENE ALI ORLANDOS HUMPHREY PORTMAN EUGENE JAIME DIXSON EMILY LOPEZ JEANETTE STREATER JAIME DIXSON SHERLENE ALI SHELLY WALKER SHELLEY WALKER JEANETTE STREATER VANESSA SOLIZ CAROLL ROGERS RETURN MY PHONE CALLS LEFT NUMEROUS MESSAGES OFFER SOMEONE WHO CAN ANSWER MY QUESTION BE NICER TO CUSTOMER & GIVE A CALL BACK A FOLLOW-UP WOULD HAVE BEEN NICE ANSWER HER QUESTIONS ANSWERING BILL RELATED QUESTIONS ADEQUATELY ASSIGN RENTER RESPONSIBILITY FOR SEWER BILL AUTOMATED TOO INVOLVED BE KNOWLEDGEABLE BE MORE AVAILABLE FOR CUSTOMERS BE MORE HELPFUL BE WILLING TO MAKE RETURN TRIPS IF NEEDED BETTER MAILING SYSTEM BY ADDRESSING PROBLEM CALL ON CELL PHONE - WANTS TO TALK ABOUT BILL ETC Institute (2013) 148 2013 MSD Post Contact Survey Q7. Can you think of any ways MSD can be more responsive to your needs? IB=Billingl Survey type Problem Description Contact Person Q7 Ways responsive B B B B B B B B B B B B B B B B B B B BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY ALESHA GARDNER EMILY LOPEZ MEAGHAN BELL SHEILA BOWERS SHERLENE ALI LAURA PAZ BRYAN HERRON FELICIA YANCEY MEAGHAN BELL VANESSA SOLIZ EMILY LOPEZ NICCOLA LEE ORLANDOS HUMPHREY JAIME DIXSON SHEILA BOWERS NICCOLA LEE SHELLEY WALKER MEAGHAN BELL TUNISIA HUDDLESTON CAN'T PAY BILL BECAUSE CAN'T ACCESS ONLINE CAN'T SAY IN LETIGATIONS CHANGE THE CODE CHEAPER SERVICES CLEAN SEWERS BETTER CLEAN UP THEIR MESS COMMUNICATE WITH ME RESPOND TO MY PHONE CALLS COURTEOUS CUT MY BILL IN HALF DEPARTMENTS DON'T WORK WELL TOGETHER DISCOUNTS DO A BETTER JOB DO A FOLLOW UP TO SEE IF ANYTHING CAN BE DONE DO FOLLOW UP CALLS DO MORE FOLLOW-UP'S DO NOT SEND TO COLLECTIONS FOR A 100 DOLLARS DO NOT SUE PEOPLE/DO NOT GARNISH WAGES DOING A FOLLOW-UP CALL WOULD HELP DON'T AGREE WITH HOW THEY CALCULATE MY RATE ETC Institute (2013) 149 2013 MSD Post Contact Survey Q7. Can you think of any ways MSD can be more responsive to your needs? IB=Billingl Survey type Problem Description Contact Person Q7 Ways responsive B B B B B B B B B B B B B B B B BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY NICCOLA LEE DEMARISE TAYLOR JACQUELINE GOSSETT JEANETTE STREATER JEANETTE STREATER FELICIA YANCEY LINDA SALAZAR SHELLY WALKER LAURA PAZ CAROLL ROGERS SHEILA BOWERS SHEENA ADAMS EMILY LOPEZ CAROLL ROGERS SPENCER THOMAS ORLANDOS HUMPHREY DON'T KNOW WHO TO CONTACT ABOUT BILLING DON'T LIKE GETTING CALLLS I'M ON AUTO BILLING DON'T LIKE HER INFO EXPOSED ON BILL ENFORCE TENANTS TO PAY FOR WATER USAGE EVERYTHING WENT GREAT EXPLAIN PRICING EXPLAIN THE TIME FRAME TIME OF DATE FELT COULD DO A BETTER JOB ANSWERING QUESTION FIX BILLING PROBLEMS & ADJUST PRICE CORRECTLY FIX ISSUE FOR VACANT HOUSE -READING IS WRONG FIX MAILING SYSTEM FIX THE CALLING SYSTEM FIX THE HOLE IN NEIGHBORS YARD IT'S 6 FT DEEP FIX THE PROBLEM SENDING OUT BILLS LATE FIX THE STUFF IN MY BACKYARD FLOODING IN MY BASEMENT STILL NOT FIXED ETC Institute (2013) 150 2013 MSD Post Contact Survey Q7. Can you think of anyays MSD can be more responsive to your needs? IB=Billin2l Survey type Problem Description Contact Person Q7 Ways responsive B BILLING INQUIRY B BILLING INQUIRY B B B B B B B B B B B B B B BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY BILLING INQUIRY ANGELICA RIVAS-DIAZ ORLANDOS HUMPHREY NATASHA M BISHOP SHEILA BOWERS NICCOLA LEE JACQUELINE GOSSETT FELICA YANCEY DEMARISE TAYLOR SHELLEY WALKER CAROLL ROGERS BRYAN HERRON ORLANDOS HUMPHREY NICCOLA LEE SHERLENE ALI JAIME DIXSON JAIME DIXSON FOLLOW-UP FOLLOW-UP AND GET IT FIGURED OUT FOLLOW-UP WITH HER GET BACK W/HER ON TREE NEEDS CUT DOWN GIVE ME THE RIGHT INFORMATION HAVE EASIER PAYMENT OPTIONS HAVE EMPLOYEES BE MORE RESPECTFUL HAVE INFO TO BE ACCURATE & BE EFFICIENT HAVE SUPERVISORS CALL BACK IN A TIMELY MANNER HE FELT THEY WERE NOT TRUTHFUL HE THINKS THEY SHOULD ACCEPT RESPONSIBILITY HELP ME OR REFER ME TO SOMEONE WHO CAN HELP HELP WHEN SOMEONE DIES TO RESOLVE THE BILL HELP WITH THE FLOODING HIRE PEOPLE THAT CAN DO THEIR JOB HIRE SOMEONE TO CALL AND MAKE MORE FOLLOW- UPS ETC Institute (2013) 151 2013 MSD Post Contact Survey Q7. Can you think of anyays MSD can be more responsive to your needs? IB=Billin2l Survey type Problem Description Contact Person Q7 Ways responsive B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY ORLANDOS HUMPHRE SHEILA BOWERS SHEILA BOWERS MEAGHAN BELL ANGELICA RIVAS DIAZ ANDREA TINDAL JAIME DIXSON ORLANDOS HUMPHREY JEANETTE STREATER TUNISIA HUDDLESTON EMILY LOPEZ NICCOLA LEE ORLANDOS HUMPHREY JEANETTE STREATER TUNISIA HUDDLESTON ORLANDOS HUMPHREY ALESHA GARDEN JEANETTE STREATER I WILL CALL MSD BACK I HAVE MORE QUESTIONS IF ALL FOUR ACCOUNTS COULD GO ON ONE BILL IT IS GOOD JUST FIX MY BILL AND BE PROFESSIONAL JUST FIX THE PROBLEM KEEP BETTER TRACK OF RECORDS KEEP CALLING WHEN I'M LATE PAYING MY BILL KEEP DOING WHAT THEY ARE DOING KEEP PROMISE KEEP THE PRICE DOWN LEAVE MESSAGE WHERE YOU ARE CALLING FROM LESS PROMPT ON AUTOMATED PHONE SYSTEM LIKE TO HAVE A PRINT OUT OF LAST FEW MONTHS LISTEN TO CUSTOMERS CONCERNS LISTEN TO THE CUSTOMER LOOK MORE IN TO THE PROBLEM LOWER BILL LOWER BILL ETC Institute (2013) 152 2013 MSD Post Contact Survey Q7. Can you think of anyays MSD can be more responsive to your needs? IB=Billingl Survey type Problem Description Contact Person Q7 Ways responsive B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY FELICIA YANCEY JEANETTE STREATER JACQUELINE GOSSETT JACQUELINE GOSSETT SHERLENE ALI DORA POULLOS CIARA BROWN JEANETTE STREATER JAIME DIXSON SHERLENE ALI JACQUELINE GOSSETT ORLANDOS HUMPHERY MEAGHAN BELL JEANETTE STREATER DEMARISE TAYLOR JAMIE DIXSON NICCOLA LEE JAMIE DIXSON LOWER BILLS ON VACANT RENTAL PROPERTY LOWER MY BILL LOWER MY BILL LOWER THE BILL LOWER THE FEE LOWER THE RATES MAIL GOT LOST IN THE MAILING SYSTEM MAKE CONTACT NUMBERS MORE EASILY AVAILABLE MAKE MORE FOLLOW-UPS MAKE SURE EMPLOYEES ARE MORE IMFORMATIVE MAYBE ANSWER QUESTIONS BETTER MIGHT HAVE A PROBLEM GETTING BILL ON TIME MORE INFORMATION ON THE BILL INSERT MORE TIME BEFORE SENDING BILL TO COLLECTION MORE UNDERSTANDING MSD BE INTERNET SAVVY MSD DON'T UNDERSTAND OUR FINANCIAL PROBLEMS NEED MORE COURTEOUS REPS ETC Institute (2013) 153 2013 MSD Post Contact Survey Q7. Can you think of any ways MSD can be more responsive to your needs? IB=Billingl Survey type Problem Description Contact Person Q7 Ways responsive B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY CAROLL ROGERS SHELLEY WALKER JEANETTE STREATER NATASHA M BISHOP BRYAN HERRON SHELBY WALKER CAROLL ROGERS ANDREA TINDAL JACQUELINE GOSSETT CAROLL ROGERS NICCOLA LEE FELICIA YANCEY NICCOLA LEE CAROLL ROGERS SHERLENE ALI CARROLL ROGERS NEED SOMEONE TO TALK TO THAT KNOWS THE ANSWER NEED TO BE KINDER NEED TO BE MORE RESPECTFUL PEOPLE'S PROPERTY NEED TO CHECK SEWERS A LITTLE MORE OFTEN NEED TO CORRECT THE SYSTEM TO POST PAYMENT NEED TO FOLLOW-UP NO DOING GREAT NO EVERYTHING WAS GOOD NO EVERYTHING WAS GREAT NO -THEY ARE THERE WHEN YOU CALL NO THEY DID A GOOD JOB NOT CALL WHEN ONLY 2 WEEKS LATE NOT CHARGE SO MUCH NOT IN FAVOR OF ANY RATE INCREASES NOT TO CHANGE INFORMATION ON ANOTHER UTILITY NOT TO CHARGE FOR WATER -GETTING BILLED TWICE ETC Institute (2013) 154 2013 MSD Post Contact Survey Q7. Can you think of anyays MSD can be more responsive to your needs? IB=Billingl Survey type Problem Description Contact Person Q7 Ways responsive B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY JEANETTE STREATER SHEILA BOWERS SHEILA BOWERS SHELLEY WALKER NATASHA M BISHOP FELICIA YANCEY JACQUELINE GOSSETT FLORISSANT SHELLEY WALKER NATASHA BISHOP SHELLEY WALKER SHELLEY WALKER SHEILA BOWERS CAROLL ROGERS OFFER A SUPERVISOR OR SOMEONE WITH ANSWERS OPEN BUISNESS HOURS CUSTOMER SERVICE EARLIER OWNERS SHOULD NOT BE RESONSIBLE FOR RENT BILL PHONE PERSONELL NEED TO PROVIDE BETTER INFO PLEASE CHANGE RULES FOR MENTALLY HANDICAPPED PLEASE EXPLAIN CLEAN OUT IN FRONT OF HOUSE PREFER TO TALK TO PERSON NOT AUTOMATED VOICE PUT BILL AMOUNT BACK TO WHERE IT WAS PUT JULIE ON MAILING LIST ALSO MY DAUGHTER PUT MORE INFORMATION ON WEBSITE QUICKER TURN AROUND OF REFUND PROCESS RATES SEEM TO HAVE ESCALATED IN SHORT TIME RECEIVED CREDIT FOR PAYING OVER ACCOUNT REDUCE MY RATES ETC Institute (2013) 155 2013 MSD Post Contact Survey Q7. Can you think of any ways MSD can be more responsive to your needs? IB=Billingl Survey type Problem Description Contact Person Q7 Ways responsive B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY EMILY LOPEZ MATT HERGERT JAIMI DIXSON NICCOLA LEE SHELLY WALKER JACQUELINE GOSSETT JACQUELINE GOSSETT SHELIA BOWERS NATASHA M BISHOP DAWN SEYMOUR SHEILA BOWERS CAROLL ROGERS JEANETTE STREATER EMILY LOPEZ RESOLVE THE DOUBLE BILLING -SIT DOWN W/ SOMEONE RESOLVE THE PROBLEM OF MY BILL RESPOND WHEN TOLD SEND A REGULAR PAPER STATEMENT THROUGH MAIL SEND BILL ON TIME & A THICKER ENVELOPE SEND BILL TO PEOPLE LIVING ON PROPERTY SEND FOLLOW UP AND STOP SERVICE SEND ME MY BILL EVERY MONTH SEWER SYSTEM NEEDS TO BE CLEANED SHORTER WAITING LINE SO FAR EVERYTHING IS GOOD SOME EMPLOYEES KIND ON PHONE SOME IMPATIENT SOMEONE SHOULD HAVE KNOWN BILL WAS TOO HIGH SPEAK WITH A REAL PERSON ETC Institute (2013) 156 2013 MSD Post Contact Survey Q7. Can you think of anyays MSD can be more responsive to your needs? IB=Billingl Survey type Problem Description Contact Person Q7 Ways responsive B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY NATASHA M BISHOP ORLANDOS HUMPHREY SHEILA BOWERS SHELLEY WALKER CAROLL ROGERS SHERLENE ALI SHELLEY WALKER JEANETTE STREATER SPENCER THOMAS DEMARISE TAYLOR ANGELICA RIVAS-DIAZ BRYAN HERRON SHELLEY WALKER FELICIA YANCEY BRYAN HERRON NICCOLA LEE STATE WHICH ADDRESS THEY ARE CALLING ABOUT STAY AS THEY ARE STILL GETTING MSD BILLS ON VACANT PROPERTY STOP AUTO WITHDRAWL & RECEIVE LATE NOTICE STOP HAVING TITLE CO CALLING STOP RAISING THE RATES TAKE INTO ACCOUNT TENNANTS MOVE TAKE NUMBERS & CALL PEOPLE BACK IF YOUR BUSY TENANTS SHOULD PAY SEWER BILL GO AFTER THEM THEY ARE DOING FINE THEY ARE RESPONSIVE AND HELPFUL THEY COULD STREAMLINE THE BILL PAY SYSTEM THEY DO A GREAT JOB THEY DO THE BEST THEY CAN THEY NEED TO LOWER THEIR PAYMENT PLAN THEY SHOULD BE AVAILABLE BY PHONE ETC Institute (2013) 157 2013 MSD Post Contact Survey Q7. Can you think of any ways MSD can be more responsive to your needs? IB=Billingl Survey type Problem Description Contact Person Q7 Ways responsive B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY B BILLING INQUIRY BRYAN HERRON JACQUELINE GOSSETT JEANETTE STREATER SHERLENE ALI JACQUELINE GOSSETT CAROLL ROGERS DEMARISE TAYLOR ALESHA GARDEN SHELLY WALKER FELICIA YANCEY DAWN SEYMOUR CAROLL ROGERS TOO MANY DIFFERENT PEOPLE NOT ABE TO ASSIST TOO MANY PEOPLE ON THE ISSUE/ISSUE NOT SOLVED TRAIN YOUR EMPLOYEES BETTER TURN TO SUPERVISOR WHEN TO ANSWER QUESTIONS UPDATE THEIR ONLINE ACCOUNTS MORE QUICKLY WEBSITE IS GOOD -BILL WAS SOMEWHAT CONFUSING WEBSITE NOT EASY TO FOLLOW WISH HE COULD GET ALL 4 BILLS ON ONLY 1 BILL WOULD LIKE A PHONE APPOINTMENT WOULD LIKE A WRITTEN FOLLOW-UP WOULD LIKE MSD TO INSPECT SINK HOLE POSSIBLY WOULD LIKE QUESTION ANSWERED ETC Institute (2013) 158 2013 MSD Post Contact Survey Q7. Can you think of anyays MSD can be more responsive to your needs? IB=Billingl Survey type Problem Description Contact Person Q7 Ways responsive B BILLING INQUIRY B B B B B B B B B B B B B BILLING INQUIRY BILLING TEAM RESEARCH BILLLING INQUIRY BIOLLING INQUIRY CALL TO CUSTOMER CALL TO CUSTOMER CALL TO CUSTOMER CALL TO CUSTOMER CALL TO CUSTOMER CALL TO CUSTOMER CALL TO CUSTOMER CHANGE CUSTOMER ACCT INFO CHANGE CUSTOMER ACCT INFO MEAGHAN BELL EMILY LOPEZ BRYAN HERRON FELICIA YANCEY JACQUELINE GOSSETT GWEN PIRTLE DEA DELUGOS EMILY NOLAND CYNATHIA WOMACK CAROLL ROGERS EMILY NOLAND MICHELLE SIMMONS JEANETTE STREATER NATASHA M BISHOP WOULD LIKE SOME KIND OF PROGRAM TO LOWER BILL WOULD LIKE THE WEBSITE TO IMPROVE TAKE CARE OF THE PROBLEM INFORM CUSTOMERS BEFORE THERE ARE RATE HIKES IMPROVE CUSTOMER SERVICE DOING A GOOD JOB I WANT THE GROUP BILLING LOWER BILL MSD SAID CUSTOMER HAS BILLS TO PAY NEED TO DO MORE FOLLOW UPS SAME SEWER AS NEIGHBORS BUT PAY $2.00 MORE THEY NEED TO BE MORE CONSIDERATE COULD BE MORE POLITE DON'T RUSH CONVERSATION NO THEIR GOOD ETC Institute (2013) 159 2013 MSD Post Contact Survey Q7. Can you think of any ways MSD can be more responsive to your needs? IB=Billin2l Survey type Problem Description Contact Person Q7 Ways responsive B CHANGE CUSTOMER/ACCT INFO B CHANGE CUSTOMER/ACCT INFO B CHANGE CUSTOMER/ACCT INFO B CHANGE CUSTOMER/ACCT INFO B CHANGE CUSTOMER/ACCT INFO B CHANGE CUSTOMER/ACCT INFO B CHANGE CUSTOMER/ACCT INFO B CHANGE CUSTOMER/ACCT INFO B CHANGE CUSTOMER/ACCT INFO B CHANGE CUSTOMER/ACCT INFO B CHANGE CUSTOMER/ACCT INFO B CHANGE CUSTOMER/ACCT INFO B CHANGE CUSTOMER/ACCT INFO B CHANGE CUSTOMER/ACCT INFO B CHANGE CUSTOMER/ACCT INFO SHEILA BOWERS CYNTHIA WOMACK SHEILA BOWERS JACQUELINE GOSSETT JEANETTE STREATER SHEILA BOWERS LAURA UHLE ANGELICA RIVAS DIAZ CARROLL ROGERS RAMONA GORDON EMILY LOPEZ CYNTHIA WOMACK DEMARISE TAYLOR GIDGET TAYLOR DEMARISE TAYLOR 24 HOUR MOBILE AND WEB PAY BE MORE PATIENT BETTER COMMUNICATION - DO MORE FOLLOW-UPS BILL FOR HOW MUCH I ACTUALLY OWE BILL IMMEDIATELY FOR AN EMPTY HOUSE CHANGE ADDRESS FOR CUSTOMER CHECK PROPERTY CONTINUE WITH WHAT YOU ARE DOING DO THINGS THE FIRST TIME AS REQUESTED FIX BILLING INFO FOR YOUR CUSTOMERS FIX INFORMATION THAT WAS SWITCHED ON ACCOUNT FOLLOW-UP WITH SOLUTION IF ONLY MSD TOOK AUTO CREDIT CARD PAYMENTS LOWER BILL I'M SENIOR CITIZEN LOWER THE BILL ETC Institute (2013) 160 2013 MSD Post Contact Survey Q7. Can you think of anyays MSD can be more responsive to your needs? IB=Billingl Survey type Problem Description Contact Person Q7 Ways responsive B CHANGE CUSTOMER/ACCT INFO B CHANGE CUSTOMER/ACCT INFO B CHANGE CUSTOMER/ACCT INFO B CHANGE CUSTOMER/ACCT INFO B CHANGE CUSTOMER/ACCT INFO B CHANGE CUSTOMER/ACCT INFO B CHANGE CUSTOMER/ACCT INFO B CHANGE CUSTOMER/ACCT INFO B CHANGE CUSTOMER/ACCT INFO B CHANGE CUSTOMER/ACCT INFO B CHANGE CUSTOMER/ACCT INFO B CHANGE CUSTOMER/ACCT INFO B CHANGE CUSTOMER/ACCT INFO B CHANGE CUSTOMER/ACCT INFO SHEILA BOWERS JAIME DIXON FELICIA YANCEY SHEILA BOWERS SHEILA BOWERS DEMARISE TAYLOR JACQUELINE GOSSETT SHELLEY WALKER CHARLOTTE FERGUSON SHEILA BOWERS CAROLL ROGERS DEBORAH VIEHMAN JEANETTE STREATER CAROLL ROGERS MAKE IT EASIER TO TRANSFER BILLS MAKE MORE CALL BACKS NEED BOTH NAMES ON THE BILLS NEED TO FOLLOW UP WITH CUSTOMER RESOLVE BILLING ISSUES LISTEN TO CUSTOMER TAKE CARE OF THE PROBLEM & SEND LETTER TAKE OFF LIENS FASTER TAKE RESPONSIBILITY FOR SEWER LINES THEY SHOULD TAKE EVERYONE ON SEPTIC TANKS TRYING TO UNDERSTAND WHAT HER PROBLEM IS WHEN THEY ADJUST CHARGES THEY GO OFF OLD BILL WOULD LIKE TO SEE A NOTE ON THE DOOR OR CALL WOULD LIKE TO TALK TO A LIVE PERSON YES BE MORE INFORMATIVE ETC Institute (2013) 161 2013 MSD Post Contact Survey Q7. Can you think of any ways MSD can be more responsive to your needs? IB=Billingl Survey type Problem Description Contact Person Q7 Ways responsive B CREDIT BALANCE REFUND REQ B CREDIT BALANCE REFUND REQ B CREDIT BALANCE REFUND REQ B B B B B B B B B B B B CUSTOMER CALLED CUSTOMER CALLED CUSTOMER CALLED CUSTOMER CALLED CUSTOMER CALLED CUSTOMER CALLED CUSTOMER CALLED CUSTOMER CALLED CUSTOMER CALLED CUSTOMER CALLED CUSTOMER CALLED EFT INQUIRY REQUEST TORI HANCOCK SHERRY BELL VERNON MARTIN RISHA COLLINS EMILY NOLAND EMILY NOLAND EMILY NOLAND KAREN MCDOWELL KAREN MCDOWELL GIDGET TAYLOR CYNTHIA WOMACK GIDGET TAYLOR CYNTHIA WOMACK MICHELLE SIMMONS SHERRY BELL GET RID OF THE PERSON SHE TALKED TO 4/18/13 NEED BETTER WAY TO GIVE CREDITS OPEN NEW ACCOUNT HAD TO PAY REMAINING BALANCE BE ABLE TO ANSWER OUR QUESTIONS CONTINUE WITH CURRENT SERVICE EXPLAIN THINGS BETTER GET THE ACCOUNTING OFFICE UNDER CONTROL MSD SHOULD DO WHAT THEY SAY THEY CAN DO NO RESPONSE ABOUT MY LOW INCOME APPLICATION PAYMENT IS HIGH STOP DREAMING WAYS TO GET MONEY FROWM OWNERS THE BILL SHOULD BE THE SAME EACH MONTH THEY COULD CALL ME BACK ABOUT MY REFUND WANTS THEM TO CHANGE MAILING ADDRESS EVERYTHING WAS FINE ETC Institute (2013) 162 2013 MSD Post Contact Survey Q7. Can you think of anyays MSD can be more responsive to your needs? IB=Billingl Survey type Problem Description Contact Person Q7 Ways responsive B EFT INQUIRY/REQUEST B B B B B B EFT INQUIRY/REQUEST MOVE IN CUSTOMER CALL MOVE IN -CUSTOMER CALL MOVE IN -CUSTOMER CALL MOVE OUT CUSTOMER CALL MOVE OUT -CUSTOMER CALL SHERRY BELL SHERRY BELL JAMI MILLER CHARLOTTE FERGUSON JOHN ZIDZIK CHARLOTTE FERGUSON REBECCA BARTHOLOMEW LIKE TO PAY BILLS BY WITHDRAWL FROM CHECKING PLEASE LET HER DO THE CHECKING ACCT WITHDRAWL BE MORE RESPONSIVE TO E-MAIL GIVE ME COUPONS THEY NEED TO PUT THE PHONE NUMBER ON BILLS SHOULD BE LETTING US KNOW WHAT IS GOING ON NEED TO COME UP W/ BETTER WAY ON WHAT YOU OWE ETC Institute (2013) 163 2013 MSD Post Contact Survey Q7. Can you think of any ways MSD can be more responsive to your needs? IB=Billingl Survey type Problem Description Contact Person Q7 second B BILLING INQUIRY B BILLING INQUIRY NATASHA BISHOP ANGELICA RIVAS-DIAZ LOWER THE PRICE OF THE BILL PEOPLE ANSWERS PHONE NEED TO BE KNOWLEDGEABLE ETC Institute (2013) 164 2013 MSD Post Contact Survey Q7. Can you think of any ways MSD can be more responsive to your needs? fF=Field Service] Work Grouped Order Service problem Survey type Number Area Code Crew Member #1 F 2 F 3 F 4 F 1 F GR 2 F MI 2 JOHNSON F 4 F 2 F 2 F MI 4 KLAGES F 4 F 2 F 2 Department Responsible MAINTENANCE MAINTENANCE MAINTENANCE CONSTRUCTION - MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE CONSTRUCTION MAINTENANCE MAINTENANCE MAINTENANCE Q7 Ways responsive A SHUT VALVE TO HELP ISSUE ADDRESS ISSUE ADDRESS THE CAVE- IN & LET ME KNOW ADDRESS THE ISSUE THE FIRST TIME AROUND BE ABLE TO ANSWER QUESTIONS BE HONEST AND CIVIL BE MORE COURTEOUS BE MORE RESPECTFUL TO PEOPLE BE MORE SPEEDY & RESPONSIVE SHOULD NOT WAIT BETTER CUSTOMER SERVICE BE MORE FUNCTIONAL CALL & LET US KNOW WHEN YOUR ON YOUR WAY W/ID CALL BACK CUSTOMER CALL BACK PEOPLE WHO LEAVE A MESSAGE ETC Institute (2013) 165 2013 MSD Post Contact Survey Q7. Can you think of any ways MSD can be more responsive to your needs? fF=Field Service] Work Grouped Order Service problem Survey type Number Area Code Crew Member #1 F 4 F 2 F 4 F SU 4 JOHNSON F 2 F 3 F 2 F 4 F 4 F MI 3 F SU 4 VOLLMER F 2 F 3 TAYLOR GOODWIN Department Responsible MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE Q7 Ways responsive CHECK OUT THE ISSUE EVEN IF NOT RESPONSIBLE CLEAN SEWER BETTER CLEAN OUT THE LEAVES COME FIX THE PROBLEM COME OUT FIRST TIME COME OUT WHEN THERE'S AN ISSUE COME OUT WHEN YOU SAY YOU WILL TO SERV ISSUE COME TO HOUSE AND TELL ME WHATS WRONG CONTACT PEOPLE BEFORE COMING OUT COULD HAVE GIVEN AN IDEA OF WHAT HE COULD DO CUT THE TREE DO FOLLOW-UP TO KNOW HOW ISSUE IS ADDRESSED DOING A GOOD JOB DON'T BE LAZY & HELP WITH THE ISSUE ETC Institute (2013) 166 2013 MSD Post Contact Survey Q7. Can you think of any ways MSD can be more responsive to your needs? fF=Field Service] Work Grouped Order Service problem Survey type Number Area Code Crew Member #1 Department Responsible Q7 Ways responsive F 2 MAINTENANCE EVERYTHING IS JUST FINE F 1 MAINTENANCE FILL IN ON STATUS - FOLLOW UP F 3 MAINTENANCE FINISH THE WORK THEY STARTED F 3 MAINTENANCE/ FIRST EMPLOYEES ENGINEERING DIDN'T HAVE WORK ORDER F 2 MAINTENANCE FIRST TIME I HAD TO CALL AND DID GREAT F 2 MAINTENANCE FIX BACK UP NEXT TIME F 1 MAINTENANCE FIX CAVE-IN F 2 MAINTENANCE FIX SEWER DRAINS F SU 1 DAVIS MAINTENANCE/ FIX THE ISSUE & CONSTRUCTION FOLLOW UP WITH CUSTOMER F SU 4 ROWLAND CONSTRUCTION FIX THE ISSUES SO BASEMENT WON'T FLOOD F 1 MAINTENANCE FIX THE PROBLEM F 2 MAINTENANCE FIX THE PROBLEM F I MAINTENANCE FIX THE PROBLEM F MI 1 DAILY MAINTENANCE/ FIX THE PROBLEM CONSTRUCTION F 1 CONSTRUCTION- FIX THE SEWER LINE MAINTENANCE CAUSING HOLES IN MY YARD ETC Institute (2013) 167 2013 MSD Post Contact Survey Q7. Can you think of any ways MSD can be more responsive to your needs? fF=Field Service] Work Grouped Order Service problem Survey type Number Area Code Crew Member #1 F 2 F 2 F GR 3 GASSNER F 2 F MI 1 JOHNSON F 1 F GR 2 IRVING F 1 F SU 4 DAVIS F GR 1 JOURDAIN F 2 F 4 F 4 Department Responsible MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE CONSTRUCTION/ MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE/ CONSTRUCTION MAINTENANCE MAINTENANCE MAINTENANCE Q7 Ways responsive FIX THE SEWER MAKE SURE IT IS CLEAN FIX THE SEWERS TAKE RESPONSIBILITY FIX THE WATER WAY PROBLEM FIXING OR INFORMING ON HOW TO FIX IT FOLLOW UP & TALK TO CUSTOMER ABOUT THE ISSUE FOLLOW UP WHEN YOU SAY YOU WILL FOLLOW UP WITH CUSTOMER FOLLOW UP WITH HIM FOLLOW-UP FOLLOW-UP AND COMMUNICATE & FIX CAVE-IN FOLLOWING UP WITH ONE FOLLW UP WITH CALLS FORCED OUT OF HOME BECAUSE OF SMELL ETC Institute (2013) 168 2013 MSD Post Contact Survey Q7. Can you think of any ways MSD can be more responsive to your needs? fF=Field Service] Work Grouped Order Service problem Survey type Number Area Code Crew Member #1 F 3 F 1 F 2 F 2 F 2 F 2 F 4 F 2 F 3 F MI 2 F 2 F 3 Department Responsible MAINTENANCE - ENGINEERING MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE - ENGINEERING Q7 Ways responsive GET MORE MONEY/ FUNDS GET RID OF ODOR IN NEIGHBORHOOD GIVE EVERYONE A RAISE HARD TO GET SOME ANSWERS HAVE A CONTRACT MUNICIPALITY HAVE A PROGRAM TO CHECK SEWERS FOR OLDER HOME HAVE OPTIONS AVAILABLE TO FIX PROBLEM HELP CUSTOMER OUT MORE IT'S TAKING OUR MONEY HIRE BETTER CUSTOMER SERVICE I THINK MSD SHOULD HAVE COME OUT CHECK ISSUE I WOULD LIKE TO KNOW WHAT THE PROBLEM IS IF THEY MAKE THE PROBLEM THEY SHOULD FIX IT ETC Institute (2013) 169 2013 MSD Post Contact Survey Q7. Can you think of any ways MSD can be more responsive to your needs? fF=Field Service] Work Grouped Order Service problem Survey type Number Area Code Crew Member #1 Department Responsible Q7 Ways responsive F 2 MAINTENANCE IMPROVE CUSTOMER SERVICE F 2 MAINTENANCE INCREASE MAINTENANCE OF CLEANING SEWERLINES F 2 MAINTENANCE INVESTIGATE ISSUE MORE THOROUGHLY F SU 4 FURLOW MAINTENANCE JUST BE MORE PATIENT F 4 MAINTENANCE KEEP UP THE GOOD WORK F 2 MAINTENANCE KEEP UP WITH CLEANING ROOTS OUT OF SEWERS F 1 MAINTENANCE LEAVE NOTE OR CALL WHEN YOU COME ON PROPERTY F 2 MAINTENANCE LET A PERSON KNOW WHEN THEY COME OUT F 2 MAINTENANCE LET A PERSON KNOW WHEN YOU COME OUT F 1 MAINTENANCE LET CUSTOMERS KNOW IF SERVICE CALL IS DONE F GR 3 GASSNER MAINTENANCE LET HIM KNOW THAT THE JOB IS TAKEN CARE OF ETC Institute (2013) 170 2013 MSD Post Contact Survey Q7. Can you think of any ways MSD can be more responsive to your needs? fF=Field Service] Work Grouped Order Service problem Survey type Number Area Code Crew Member #1 F GR 3 PIERCE F 1 F 3 F 2 F 3 F 1 F 1 F 2 F GR 2 F 2 F 2 F MI 1 F 1 F MI 2 F 2 THIEL JOHNSON BANKS Department Responsible MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE CONSTRUCTION/ MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE Q7 Ways responsive LET PEOPLE KNOW NOT TO PUT LEAVES DOWN DRAIN LET US KNOW WHATS GOING ON LISTEN TO CUSTOMER LOWER BILL LOWER PRICES LOWER RATES LOWER THE PRICES MAKE IT EASIER DURING NON- WORKING HOURS MAKE IT MORE CLEAR ON WHAT WORK IS BEING DONE MAKE IT WHERE THEY CAN TALK TO THE EMPLOYEE MAKE NUMBERS EASIER TO FIND MAKE SURE THE JOB GETS FINISHED MORE BUDGET ASSISTANCE MORE COMMUNICATION WITH CUSTOMER MORE CUSTOMER SERVICE TRAINING ETC Institute (2013) 171 2013 MSD Post Contact Survey Q7. Can you think of any ways MSD can be more responsive to your needs? fF=Field Service] Work Grouped Order Service problem Survey type Number Area Code Crew Member #1 Department Responsible Q7 Ways responsive F 4 MAINTENANCE MORE INFO OR DETAILS ON TAG LEFT F 2 MAINTENANCE MSD COULD BE MORE IN TOUCH W/PEOPLES PROBLEMS F 2 MAINTENANCE MSD COULD FIX THIS IT'S BEEN GOING ON FOR YRS F GR 3 GASSNER MAINTENANCE MSD IS TO PROTECT THE ENVIRONMENT F 2 MAINTENANCE MSD NEEDS TO CLEAN OUT TREE ROOTS FROM SEWERS F 2 MAINTENANCE MSD SHOULD LOOK INTO THE PROBLEM F 4 MAINTENANCE NEED MAINTENANCE ON MAIN LINES 4 TIMES A YR F GR 4 FURLOW MAINTENANCE NEED PHONE CALL TO FOLLOW-UP NOT A LETTER F 4 MAINTENANCE NEED SOME FORM OF FEEDBACK THAT WORK WAS DONE F 3 MAINTENANCE NEED TO DO SOMETHING ABOUT WATER DRAINAGE F 3 MAINTENANCE NEED TO TAKE CARE OF THE DISCHARGE PIPE ETC Institute (2013) 172 2013 MSD Post Contact Survey Q7. Can you think of any ways MSD can be more responsive to your needs? fF=Field Service] Work Grouped Order Service problem Survey type Number Area Code Crew Member #1 F 4 F 1 F 2 F MI 3 GOODWIN F 3 F MI 2 MULLEN F 4 F 4 F 3 F 2 F GR 2 THIEL F GR 2 VILCHIS F 3 Department Responsible CONSTRUCTION MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE - ENGINEERING MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE Q7 Ways responsive NEED TO UP DATE MAPS & ACT ON INVESTIGATING NEWS LETTER SENT OUT ON WHO TO CONTACT NO -ALREADY HELPING ME ON MY BILL NO COMPLAINTS NO DID THEIR JOB NO FOLLOW-UP CALL QUALITY ASSURANCE NO VERY RESPONSIVE NONE GREAT SERVICE NOTHING HAS BEEN DONE TO FIX THE PROBLEM PAYING TOO MUCH PUT CONTACT NUMBER ON WEBSITES FIRST PAGE PUT IN NEW LINES NO MORE SEWER BACK- UPS PUT IN SOMETHING SO MY BASEMENT WON'T FLOOD ETC Institute (2013) 173 2013 MSD Post Contact Survey Q7. Can you think of any ways MSD can be more responsive to your needs? fF=Field Service] Work Grouped Order Service problem Survey type Number Area Code Crew Member #1 Department Responsible Q7 Ways responsive F 2 MAINTENANCE PUT SEWER LINE ON A MAINTENANCE PLAN F 3 MAINTENANCE PUT UP BILLBOARD W/THEIR NUMBER F 2 MAINTENANCE RECTIFY THE SITUATION BETTER & CLEAN UP F 2 MAINTENANCE REDO PIPES UNDER HOUSE MAIN PIPES OF SEWER F 2 MAINTENANCE REPLACE OLD SEWER PIPES IN NEIGHBORHOOD F 2 MAINTENANCE REPLACE PIPE OR LINE BECAUSE OF TREE ROOTS F 4 MAINTENANCE REPLACE THE SEWER AND ODOR IS BAD F SU 2 MAINTENANCE RESOLVE ISSUE MORE QUICKLY/FOLLOW UP NEEDED F 2 MAINTENANCE RESPOND FASTER F 4 MAINTENANCE RESPOND THE FIRST TIME HE CALLS F 1 MAINTENANCE RESPONSE F 2 MAINTENANCE RESPONSE TIME A LITTLE SOONER ETC Institute (2013) 174 2013 MSD Post Contact Survey Q7. Can you think of any ways MSD can be more responsive to your needs? fF=Field Service] Work Grouped Order Service problem Survey type Number Area Code Crew Member #1 Department Responsible Q7 Ways responsive F 4 MAINTENANCE SEE INSIDE BUDGET MONEY TO FIX STORM DRAINS F 1 MAINTENANCE- SET APPOINTMENT CONSTRUCTION TO TALK TO HER & FIND OPTIONS F 2 MAINTENANCE SHORT LENGTH OF TIME FOR REPAIRS F 4 MAINTENANCE SHOULD BE MORE AWARE OF PROBLEMS F MI 3 GOODWIN MAINTENANCE SHOULD CLEAN BLOCKED INLET AUTOMATICALLY F 2 MAINTENANCE SHOULD HAVE RANDOM CHECKING OF LINES F 2 MAINTENANCE SHOULD SPEND MORE TIME LOOKING FOR PROBLEMS F 2 MAINTENANCE SHOWED LET ME KNOW WHEN THEY WILL BE OUT F 2 MAINTENANCE SOLVE MY PROBLEM F 1 MAINTENANCE SOMETIMES CAN BE SLOW GETTING BACK TO HIM F 3 MAINTENANCE- TAKE CARE OF THE ENGINEERING PROBLEM F 2 MAINTENANCE3 TAKE CARE OF THE ROOTS ETC Institute (2013) 175 2013 MSD Post Contact Survey Q7. Can you think of any ways MSD can be more responsive to your needs? fF=Field Service] Work Grouped Order Service problem Survey type Number Area Code Crew Member #1 Department Responsible Q7 Ways responsive F 3 MAINTENANCE TAKE RESPONSIBILITY FOR ISSUE OF SOIL EROSION F MI 2 BANKS MAINTENANCE TELL THE TRUTH AND OWN UP TO THAT F MI 1 BANKS CONSTRUCTION/ TELL YOU OVER MAINTENANCE PHONE NOT MAIL F 1 CONSTRUCTION- THEY NEED TO MAINTENANCE COMPLETE THE SERVICE F 2 MAINTENANCE THEY NEED TO SEND PEOPLE OUT IMMEDIATELY F 2 MAINTENANCE THEY SHOULD COME OUT AND ADDRESS THE PROBLEM F 1 MAINTENANCE THEY SHOULD FOLLOW UP ON WHAT'S GOING ON F 3 MAINTENANCE THEY SHOULD GIVE AN UPDATE CONCERNING PROBLEM F 3 MAINTENANCE TIME BETWEEN CALL & VISIT TO HOME SHORTER ETC Institute (2013) 176 2013 MSD Post Contact Survey Q7. Can you think of any ways MSD can be more responsive to your needs? fF=Field Service] Work Grouped Order Service problem Survey type Number Area Code Crew Member #1 F 2 F 3 F 2 F 2 F 3 F 63137 MI 4 BANKS F 2070110 GR 1 MUELLER F 2144077 MI 1 DONNAN F 2144094 SU 3 VOLLMER F 2144101 GR 3 ALLEN F 2152805 GR 1 ALONZO Department Responsible MAINTENANCE MAINTENANCE - ENGINEERING MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE CONSTRUCTION/ MAINTENANCE CONSTRUCTION MAINTENANCE MAINTENANCE MAINTENANCE Q7 Ways responsive TRAIN EMPLOYEES TO BE MORE UNDERSTANDING WANTS TO KNOW WHY NO ONE HAS COME OUT WISH MSD COVERAGE WOULD BE MORE EXTENSIVE WISH/REQUEST MORE PICTURES WISH THEY COULD DO SOMETHING WITH SEWERS CHECK MORE OFTEN SO PROBLEM DOESN'T HAPPEN MORE PIN POINT SCHEDULE TIMES ADDRESS PROBLEMS IN A TIMELY MANNER NEED TO HAVE A PERSON TO ANSWER THE PHONE FINAL FOLLOW-UP/ WOULD LIKE A FOLLOW-UP CALL CALL HIM BACK ETC Institute (2013) 177 2013 MSD Post Contact Survey Q7. Can you think of any ways MSD can be more responsive to your needs? fF=Field Service] Work Grouped Order Service problem Survey type Number Area Code Crew Member #1 F 2153103 MI 4 MULLEN F 2156352 SU 3 VOLLMER F 2156920 GR 4 F 2157233 MI 3 F 2159111 GR 2 F 2161833 GR 1 F 2165968 MI 2 F 2165975 SU 1 F 2166072 MI 2 F 2166084 MI 3 F 2166090 GR 2 F 2166306 MI 2 VILCHIS MOELLER BIXLER TAORMINA GARDNER DAVIS JAMES LUCAS WEBB CLARK Department Responsible CONSTRUCTION/ MAINTENANCE MAINTENANCE CONSTRUCTION/ MAINTENANCE MAINTENANCE MAINTENANCE CONSTRUCTION/ MAINTENANCE MAINTENANCE CONSTRUCTION/ MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE Q7 Ways responsive GIVE ME A CALL TO LET ME KNOW IF FIXED OR NOT PROBLEM IS GOING TO KEEP HAPPENING IN ALLEY NO RESSPONSE COMMUNICATE WITH THE CUSTOMERS NEED TO WORK ON CUSTOMER SATISFACTION FIX MY PROBLEM NEEED TO CLEAN OUT SEWERS EACH AGENT PROVIDES CORRECT INFORMATION THIS IS AN ON -GOING PROBLEM NEED TO HANDLE THE PERSON THAT CALLS YES NEED TO LEAVE A NOTE ON MY DOOR COME FIX THE PROBLEM OR FOLLOW-UP ETC Institute (2013) 178 2013 MSD Post Contact Survey Q7. Can you think of any ways MSD can be more responsive to your needs? fF=Field Service] Work Order Survey type Number F 2166890 F F F F F F F F F F Grouped Service problem Area Code MI 2 2167460 MI 3 2167631 SU 2 2168064 GR 1 2185463 GR 1 2185546 SU 2 2187871 MI 1 2188230 GR 3 2188257 GR 3 2189952 MI 1 2194068 GR 3 Crew Member #1 FRANKS JOHNSON HARWELL TAORMINA JOURDAIN JOHNSON GARDNER GASSNER ALLEN GRANBERRY ROWLAND Department Responsible MAINTENANCE MAINTENANCE MAINTENANCE CONSTRUCTION CONSTRUCTION/ MAINTENANCE MAINTENANCE CONSTRUCTION/ MAINTENANCE MAINTENANCE MAINTENANCE - ENGINEERING CONSTRUCTION/ MAINTENANCE MAINTENANCE Q7 Ways responsive FIX THE PROBLEM IN A TIMELY MANNER GIVE SUGGESTIONS OR SOLUTIONS THE BILL IS VERY HIGH SOMEONE NEEDS TO CALL FIGURE OUT HOW TO FIX PROBLEM CORRECTLY CALL BACK CUSTOMERS & ADDRESS THE ISSUE LET CUSTOMER KNOW EMPLOYEE IS LEAVING WANTS SERVICE FINISHED/NO COMPLAINTS GUIDE ME IN THE RIGHT DIRECTION TO FIX ISSUE MORE FUNDING BE MORE THOROUGH CONTACT HOMEOWNERS AND TAKE RESPONSIBILITY ETC Institute (2013) 179 2013 MSD Post Contact Survey Q7. Can you think of any ways MSD can be more responsive to your needs? fF=Field Service] Work Grouped Order Service problem Survey type Number Area Code F 2194562 SU 3 F 2194564 MI 4 F 2194590 MI 2 F 2196521 GR 4 F 2197191 MI 3 F 2197601 GR 2 F 2197665 MI 3 F 2197761 SU 2 F 2197797 GR 2 F 2197809 MI 2 F 2197812 MI 2 F 2197814 GR 2 Crew Member #1 LUCAS DAILY MULLEN OVERBERG MORLLER OVERBERG MOELLER MULLEN MURPHY FORTSON JR HARBOUR WEBB Department Responsible MAINTENANCE MAINTENANCE MAINTENANCE CONSTUCTION/ MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE Q7 Ways responsive THEY CHECK SEWER EVERY 2-5 MONTHS NOTIFY RESIDENTS IF SEWER IS BROKE OR BLOCKED THEY GAVE THE SAME OLD EXCUSES NEED TO CHECK MAIN SEWAGE EVERY ONCE IN WHILE IT WOULD BE BETTER IF YOU COULD FIX PROBLEM CLEAN LINES LET ME KNOW IF YOU FIXED THE PROBLEM I SHOULD HAD SOMEONE COME TO MY ADDRESS NEED TO COME AROUND EACH YEAR CHECK THE LINES GIVE ME A FOLLOW UP CALL AND LET ME KNOW SHORTED MY MONEY BECAUSE OF MOLD CLAIM ALREADY GREAT ETC Institute (2013) 180 2013 MSD Post Contact Survey Q7. Can you think of any ways MSD can be more responsive to your needs? fF=Field Service] Work Grouped Order Service problem Survey type Number Area Code F 2197897 MI 2 F 2197954 GR 1 F 2198522 SU 4 F 2198534 GR 1 F 2198791 GR 1 F 2199045 GR 3 F 2199654 GR 3 F 2204600 MI 2 F 2215467 GR 2 F 2215477 MI 4 F 2217526 MI 4 F 2225437 MI 1 Crew Member #1 DAILY JR TAORMINA HARWELL JR TAORMINA JOURDAIN ALLEN PIERCE BAILEY OVERBERG FRANKS DAILY JR DIERING Department Responsible MAINTENANCE CONSTRUCTION/ MAINTENANCE MAINTENANCE CONSTRUCTION/ MAINTENANCE CONSTRUCTION/ MAINTENANCE MAINTENANCE/ ENGINEERING MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE CONSTRUCTION/ MAINTENANCE CONSTRUCTION/ MAINTENANCE Q7 Ways responsive I HAVE NOT HEARD FROM ENGINEERS SENT A LETTER FIX THE PROBLEM THEY DID A GOOD JOB QUIT SENDING LETTERS TELL US WHAT PROBLEM IS CALL ME BACK/ FOLLOW UP SKILLS ARE VERY BAD FOLLOW UP AND COMPLETE THE JOB ACTUALLY DO THE JOB TO CHECK THE PROBLEM NEED COMPENSATED/ WHEN & HOW MUCH HARD TO GET A HOLD OF THE RIGHT PERSON FIX PROBLEMS I COULD HAVE RECEIVED A RETURN FOLLOW-UP MSD COULD HAVE HELPED ME WITH MY PROBLEM ETC Institute (2013) 181 2013 MSD Post Contact Survey Q7. Can you think of any ways MSD can be more responsive to your needs? fF=Field Service] Work Grouped Order Service problem Survey type Number Area Code F 2229322 MI 2 F 2229848 GR 2 F 2229866 GR 3 F 2230033 MI 2 F 2230932 SU 2 F 2232845 SU 2 F 2236641 SU 1 F 2236641 SU 1 F 2237376 MI 1 F 2237380 GR 4 F 2237509 MI 2 F 2240400 MI 2 Crew Member #1 DAILY JR EERNISSE ROWLAND JOHNSON BROWN HARWELL HARWELL HARWELL BAILEY THIEL MULLEN MULLEN Department Responsible MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE CONSTRUCTION/ MAINTENANCE MAINTENANCE - CONSTRUCTION MAINTENANCE CONSTRUCTION/ MAITENANCE MAINTENANCE MAINTENANCE Q7 Ways responsive MSD SHOULD TRY TO BE MORE NICE TALK IN PERSON FOR FOLLOW UP TAKE RESPONSIIBILITY FOR THEIR PROBLEMS RESOLVE ISSUES AND LET HER KNOW TAKE RESPONSIBILITY FOR SEWER ISSUES BE MORE THOROUGH WHEN MAKING CALLS & HONEST MSD SHOULD HAVE CELL PHONES NEED TO QUICKLY RESOLVE SAFETY ISSUE HOPE THEY CAN MAKE THE REPAIRS TIMELY MANNER NEED ANNUAL CLEAN UP FOR MSD AREAS YES FIX HOUSE ISSUE ALSO SPEED UP THE TIME TO GET TO THE JOB ETC Institute (2013) 182 2013 MSD Post Contact Survey Q7. Can you think of any ways MSD can be more responsive to your needs? fF=Field Service] Work Grouped Order Service problem Survey type Number Area Code Crew Member #1 Department Responsible Q7 Ways responsive F 2240403 MI 4 MAINTENANCE THEY ARE GREAT F 2241488 GR 4 RUMPSA CONSTRUCTION RETURN MY PHONE CALLS F 2242721 SU 2 DAVIS MAINTENANCE CUSTOMERS NEED TO BE MORE INFORMED F 2242842 SU 2 VOLLMER MAINTENANCE TAKE CARE OF ISSUES/FIGURE OUT DRAINAGE ISSUE F 2242965 GR 2 THIEL MAINTENANCE DO THE JOB RIGHT F 2243899 MI 2 JAMES MAINTENANCE NEED ENLARGED PIPE LINES TO DECREASE BACKUP F 2243977 MI 2 MUELLER MAINTENANCE WOULD BE NICE TO HAVE A BOARD MEETING F 2244090 SU 2 DAVIS MAINTENANCE RESPOND TO THE PROBLEM F 2244230 MI 3 MOORE MAINTENANCE/ SENT PICTURES TO ENGINEERING ENGINEER PROBLEM NOT SOLVED F 2246550 SU 2 BAILEY MAINTENANCE HAVE MORE PROFESSIONALS ANSWER THE PHONE F 2247267 SU 2 HARWELL MAINTENANCE INVESTIGATING ISSUES MOVE THOROUGHLY F 2247286 GR 4 VILCHIS MAINTENANCE DON'T PASS OFF CUSTOMERS BE COURTEOUS ETC Institute (2013) 183 2013 MSD Post Contact Survey Q7. Can you think of any ways MSD can be more responsive to your needs? fF=Field Service] Work Grouped Order Service problem Survey type Number Area Code F 2249798 SU 2 F 2250179 MI 3 F 2250180 MI 3 F 2259547 GR 1 F 2269592 MI 3 F 2270065 MI 4 F 2270111 MI 3 F 2272074 MI 2 F 2272190 GR 1 F 2272722 GR 1 F 2272856 SU 2 F 2272924 MI 2 F 2272958 MI 4 Crew Member #1 VILCHIS JAMES JAMES ALONZO WILSON JOHNSON SITI H WILSON ROBIN M WILLIS SIMON JOURDAIN ANTHONY E HARWELL BANKS Department Responsible MAINTENANCE MAINTENANCE MAINTENANCE CONSTRUCTION/ MAINTENANCE MAINTENANCE/ ENGINEERING MAINTENANCE MAINTENANCE/ ENGINEERING MAINTENANCE CONSTRUCTION/ MAINTENANCE CONSTRUCTION/ MAINTENANCE MAINTENANCE MAINTENANCE DONALD R DAVIS CONSTRUCTION Q7 Ways responsive LET PEOPLE KNOW WHEN THEY ARE COMING DO YOUR JOB COULD HAVE MADE CONTACT IN PERSON & NOT EMAIL FIX WHAT EVER NEEDS DONE IN REASONABLE TIME MORE STORM SEWERS WISH THEY COULD RESOLVE THE ODOR PROBLEM DO SURVEYS IN A WEEK NOT MONTHLY BE MORE PRESENT IN COMMUNITY COMPLETE THE JOB KEEP IN TOUCH WITH STATUS UPDATES NOT FOLLWED THROUGH EVERYTHING IS PERFECT JUST FINISH THE PROCESS ETC Institute (2013) 184 2013 MSD Post Contact Survey Q7. Can you think of any ways MSD can be more responsive to your needs? fF=Field Service] Work Grouped Order Service problem Survey type Number Area Code F 2273672 GR 1 F 2273778 SU 2 F 2274524 MI 1 F 2274639 MI 1 F 2274679 MI 2 F 2274680 GR 4 F 2276272 SU 4 F 2276316 MI 2 F 2276417 MI 4 F 2276831 SU 3 F 2277346 SU 4 F 2277641 MI 1 Crew Member #1 OTTO HARWELL WELDELE Department Responsible CONSTRUCTION/ MAINTENANCE MAINTENANCE CONSTRUCTION/ MAINTENANCE CONSTRUCTION/ MAINTENANCE MAINTENANCE MAINTENANCE CONSTRUCTION MARCUS L JOHNSON MAINTENANCE DONALD R DAVIS CONSTRUCTION VOLLMER HARWELL DIERING GARDNER JOHNSON THIEL ROWLAND MAINTENANCE MAINTENANCE CONSTRUCTION/ MAINTENANCE Q7 Ways responsive RESOLVE THE PROBLEM IN MY BACKYARD LET US KNOW WHEN & IF THEY COME OUT MSD NEEDS TO COME OUT AND FIX THE PROBLEM CONTACT ME PAY ME WHAT YOU OWE ME MAKE CALL CENTER MORE USER FRIENDLY PAY FOR DAMAGES TO HOUSE AND FIX STREET AS A START LISTEN TO WHAT CUSTOMER HAS TO SAY A PERSON TO RESOLVE MY ISSUE GIVE A COURTESY CALL TO CUSTOMERS HAD TO CALL THEM TWICE BE MORE CUSTOMER FRIENDLY/WAS UNCARING ETC Institute (2013) 185 2013 MSD Post Contact Survey Q7. Can you think of any ways MSD can be more responsive to your needs? fF=Field Service] Work Grouped Order Service problem Survey type Number Area Code F 2279199 MI 4 F 2284547 MI 1 F 2287130 MI 4 F 2290151 GR 1 F 2290343 MI 1 F 2300443 GR 3 F 2305743 SU 2 F 2305778 MI 4 F 2306432 GR 1 F 2307204 GR 1 F 2307380 MI 4 F 2309095 MI 1 Crew Member #1 PLUMMER DIERING CALVIN FRANKS JOURDAIN WELDELE GASSNER HARWELL JOHNSON JOURDAIN JOURDAIN PLUMMER JOHNSON Department Responsible CONSTRUCTION CONSTRUCTION/ MAINTENANCE CINSTRUCTION/ MAINTENANCE MAINTENANCE CONSTRUCTION/ MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE CONSTRUCTION/ MAINTENANCE CONSTRUCTION/ MAINTENANCE CONSTRUCTION CONSTRUCTION/ MAINTENANCE Q7 Ways responsive TO FOLLOW THROUGH/LOOK AT EVIDENCE PROVIDED NOTIFY A TRUSTEE OF A SUBDIVISION FIX THE PROBLEM FIX IT PERMANENTLY/ HAD CAVE-IN 4 TIMES NOW THEY CAN HELP ME RESOLVE THE PROBLEM DO SOMETHING ABOUT IT FIX THE PROBLEM COME OUT & FIX THE PROBLEM FASTER RESPONSE CALL AND TELL ME WHEN YOU ARE COMMING OUT RESPOND MORE PROFESSIONAL/STOP THE LYING FOLLOW UP AND ADDRESS THE CONCERN ETC Institute (2013) 186 2013 MSD Post Contact Survey Q7. Can you think of any ways MSD can be more responsive to your needs? fF=Field Service] Work Grouped Order Service problem Survey type Number Area Code F 2310615 MI 1 F 2312130 MI 1 F 2312311 MI 4 F 2313836 SU 4 F 2313863 SU 3 F 2316570 MI 1 F 2317450 MI 1 F 2317626 GR 1 F 2318420 GR 1 F 2319760 GR 1 F 2320099 GR 1 F 2321821 GR 1 Crew Member #1 JOHNSON DAILY JOHNSON DAVIS ROWLAND JOHNSON JOHNSON MUELLER THIEL JOURDAIN MUELLER Department Responsible CONSTRUCTION/ MAINTENANCE CINSTRUCTION/ MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE/ ENGINEERING CONSTRUCTION/ MAINTENANCE CONSTRUCTION CONSTRUCTION/ MAINTENANCE CONSTRUCTION/ MAINTENANCE CONSTRUCTION/ MAINTENANCE CONSTRUCTION/ MAINTENANCE CONSTRUCTION/ MAINTENANCE Q7 Ways responsive FASTER RESPONSE TIME FIX THE PROBLEM FIX THE SEWAGE PROBLEM IN OUR NEIGHBORHOOD REDO THE CREEK FIX THE PROBLEMS WITH THE SEWAGE CLEAN THE SEWER SO IT STOPS BACKING UP FIX THE HOLE IN THE FRONT YARD CAN DO A FOLLOW UP ON FINDINGS THEY NEED TO SAY HOW LONG IT WILL TAKE TAKE RESPONSIBILITY FOR THE SEWER ISSUES CONTACT US TO LET US KNOW WHAT THE PROBLEM IS FIX IT RIGHT THE FIRST TIME COMMUNICATE BETTER ETC Institute (2013) 187 2013 MSD Post Contact Survey Q7. Can you think of any ways MSD can be more responsive to your needs? fF=Field Service] Work Grouped Order Service problem Survey type Number Area Code Crew Member #1 F 2322886 SU 4 LOVE F 2323581 GR 1 ALONZO F 2327682 GR 4 F 2327736 MI 4 F 2332844 MI 4 F 2334540 GR 1 F 2334994 MI 4 F 2335413 SU 4 F 2336297 MI 4 F 2342598 GR 4 F 2342655 MI 4 F 2343856 GR 1 THIEL JOHNSON JOHNSON MUELLER DAILY HARWELL BANKS THIEL VILCHIS ALONZO Department Responsible CONSTRUCTION/ MAINTENANCE CONSTRUCTION/ MAINTENANCE CONSTRUCTION MAINTENANCE MAINTENANCE CONSTRUCTION/ MAINTENANCE CONSTRUCTION MAINTENANCE CONSTRUCTION CONSTRUCTION/ MAINTENANCE MAINTENANCE CONSTRUCTION/ MAINTENANCE Q7 Ways responsive REPLACE THE DAMAGED SEWER TOP LET US KNOW WHEN YOU WILL BE OUT THEY NEED TO ADDRESS THE PROBLEM NO FOLLOW UPS MAYBE ONLINE COMPLAINT ABOUT ORDER BY PHONE ADDRESS THE CONCERN SEE WHAT THE PROBLEM IS FIX THE PROBLEM CALL BACK AND ADDRESS THE CONCERN FIX PROPERTY NEED TO TALK TO SOMEONE ABOUT WHAT THEY DID HELP TO GET SEWER BACK UP PROBLEM FIXED WHEN CALL IN NEED A TIME FRAME FOR RESPONSE ETC Institute (2013) 188 2013 MSD Post Contact Survey Q7. Can you think of any ways MSD can be more responsive to your needs? fF=Field Service] Work Grouped Order Service problem Survey type Number Area Code F 2343865 GR 4 F 2344669 SU 2 F 2345122 MI 4 F 2347553 GR 1 F 2348083 GR 4 F 2350175 MI 1 F 2353255 SU 4 F 2354102 SU 4 F 2354310 MI 2 F 2354497 MI 1 F 2354713 SU 4 F 2355668 SU 2 Crew Member #1 FURLOW HARWELL DAILY JOURDAIN VILCHIS JOHNSON ROWLAND HARWELL MULLEN DAILY JR HARWELL MULLEN Department Responsible CONSTRUCTION/ MAINTENANCE MAINTENANCE CONSTRUCTION/ MAINTENANCE CONSTRUCTION/ MAINTENANCE MAINTENANCE CONSTRUCTION/ MAINTENANCE CONSTRUCTION MAINTENANCE/ CONSTRUCTION MAINTENANCE CONSTRUCTION CONSTRUCTION/ MAINTENANCE MAINTENANCE Q7 Ways responsive WHERE KEYS FELL IN BROKEN UP NEEDS FIXED DONE EVERYTHING ON HIS PART & BASEMENT FLOODS NOTHING OTHER THAN KNOCK ON DOOR WHEN THERE GET THE ISSUE RESOLVED NO -THEY WERE GREAT COULD HAVE FIXED THE PROBLEM PLEASE TAKE BLAME WHEN YOU DO SOMETHING WRONG LOVES HOW HE CAME WITHIN MINUTES COME OUT AND HELP WITH THE PROBLEM HAVE TO WAIT UNTIL WORK IS FINISHED SHOW UP IN A TIMELY MANNER REPLACE SMALL LINES TO BIGGER ONES ETC Institute (2013) 189 2013 MSD Post Contact Survey Q7. Can you think of any ways MSD can be more responsive to your needs? fF=Field Service] Work Grouped Order Service problem Survey type Number Area Code F 2359291 SU 4 F 2359306 SU 4 F 2370751 MI 4 F 2370905 MI 4 F 2372041 GR 1 F 2373257 GR 4 F 2373284 GR 4 F 2378192 GR 1 F 2379434 SU 1 F 2379550 MI 1 F 2385373 GR 1 F 2385394 MI 2 F 2386291 GR 1 Crew Member #1 FURLOW DAVIS DAILY BANKS MUELLER VERMILLION VERMILLON JOURDAIN DAVIS DAILY MUELLER JOHNSON THIEL Department Responsible MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE CONSTRUCTION/ MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE Q7 Ways responsive KEEP DOING WHAT YOU ARE DOING EVERYTHING WAS PERFECT BILL GETTING TOO HIGH PAY MORE OR ALL IN DAMAGES STILL NEED DRIVEWAY FIXED BEFORE WINTER GET PROBLEM RESOLVED FINISH UP BEFORE THE BAD WEATHER COMES COULD FOLLOW UP AFTER THE FACT & EXPLAIN IF YOU CAN'T FIX IT TELL HER WHAT TO DO NEXT GET IT FIXED AND FASTER FINISH THE WORK BE MORE HELPFUL COME OUT & FOLLOW- UP KEEP UP THE GOOD WORK ETC Institute (2013) 190 2013 MSD Post Contact Survey Q7. Can you think of any ways MSD can be more responsive to your needs? fF=Field Service] Work Grouped Order Service problem Survey type Number Area Code Crew Member #1 F 2387102 SU 4 MULLEN F 2388441 SU 4 FURLOW F 2388766 GR 3 KEAVENY F 2388862 MI 1 DIERING F 2389157 MI 3 KLAGES F 2390462 GR 3 RUMPSA F 2391136 GR 3 F 2393485 GR 4 F 2394304 GR 4 F 2395225 MI 3 F 2396993 SU 4 F 2397609 GR 4 GASSNER THIEL VILCHIS WILSON DAVIS VILCHIS Department Responsible MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE Q7 Ways responsive REIMBURSE FUNDS FOR CAR DAMAGE CONTRACTOR THAT WAS HIRED NEEDS TO CLEAN MESS FOLLOW-UP ON HER NEIGHBORS DRAIN ISSUE NO COMMUNICATION REGARDING THE PROBLEM NEED TO MAINTAIN CREEKS BEHIND HER HOUSE IF NOT MSD MAYBE SUGGEST A SOLUTION TAKE CARE OF THE PROBLEM BE MORE HELPFUL AND NICE FOLLOW-UP WITH SURVEYS SOONER HAV BETTER RELATIONS WITH THE CITY BETTER CUSTOMER SERVICE NEEED TO COME BACK OUT AND CHECK DRAIN OUT ETC Institute (2013) 191 2013 MSD Post Contact Survey Q7. Can you think of any ways MSD can be more responsive to your needs? fF=Field Service] Work Grouped Order Service problem Survey type Number Area Code F 2398438 MI 2 F 2403178 SU 4 F 2413609 GR 2 F 7119113 MI 3 Crew Member #1 DAILY DAVIS WEBB Department Responsible MAINTENANCE MAINTENANCE MAINTENANCE MAINTENANCE/ ENGINEERING Q7 Ways responsive LIKE TO HAVE FEED BACK ABOUT ISSUE MAYBE FIX ALLEY BETTER AND INSPECT SOMETHING IS WRONG MESSING UP HIS YARD PUT MORE INFORMATION ON WEBSITE ETC Institute (2013) 192 2013 MSD Post Contact Survey Q7. Can you think of any ways MSD can be more responsive to your needs? fF=Field Service] Work Grouped Order Service problem Survey type Number Area Code Crew Member #1 Department Responsible Q7 second F 3 MAINTENANCE THEY NEED TO PAY FOR IT F 3 MAINTENANCE BE TRUE TO THEIR CUSTOMERS F 2 MAINTENANCE TRAIN EMPLOYEES TO LISTEN TO PEOPLE F 2 MAINTENANCE NEED MORE TRAINING FOR SERVICE TECHS F 2166072 MI 2 JAMES MAINTENANCE SOMTHING NEEDS TO BE DONE F 2305778 MI 4 JOHNSON MAINTENANCE DON'T KNOW WHATS GOING ON F 2354102 SU 4 HARWELL MAINTENANCE/ HE SAVED ME TIME & CONSTRUCTION MONEY DID ALL HE COULD ETC Institute (2013) 193 2013 MSD Post Contact Survey 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 Total Survey type Grouped problem Code Total Field Water Storm service Billing Cave In Backup water Other Billing 49.9% 50.1% 12.8% 12.3% 12.6% 12.3% 50.1% 100.0% Q8a Quality service by employee on phone Completely satisfied 53.3% 51.6% 47.9% 51.6% 54.5% 59.3% 51.6% 52.5% 09 13.1% 16.5% 16.0% 11.1% 11.2% 14.0% 16.5% 14.8% 08 14.3% 12.7% 16.4% 16.1% 13.8% 10.9% 12.7% 13.5% 07 3.9% 3.7% 4.1% 3.7% 3.1% 4.5% 3.7% 3.8% 06 3.1% 2.8% 0.9% 3.2% 5.8% 2.3% 2.8% 2.9% 05 4.9% 5.0% 5.9% 7.8% 3.1% 2.7% 5.0% 4.9% 04 0.9% 1.8% 0.9% 1.4% 0.9% 0.5% 1.8% 1.4% 03 1.1% 1.0% 1.8% 1.4% 0.9% 0.5% 1.0% 1.1% 02 0.6% 0.9% 0.5% 0.9% 0.4% 0.5% 0.9% 0.7% Not at all satisfied 4.9% 3.9% 5.5% 2.8% 6.3% 5.0% 3.9% 4.4% Don't know 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% Mean 8.5 8.5 8.3 8.4 8.4 8.7 8.5 8.5 SD 2.4 2.3 2.5 2.3 2.5 2.3 2.3 2.3 ETC Institute (2013) 194 2013 MSD Post Contact Survey 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 Survey type Grouped problem Code Total Field Water Storm service Billing Cave In Backup water Other Billing Total 49.9% 50.1% 12.8% 12.3% 12.6% 12.3% 50.1% 100.0% Q8b Quality service --home service call Completely satisfied 61.3% 45.8% 55.8% 59.6% 59.0% 70.1% 45.8% 59.8% 09 10.3% 16.9% 14.7% 11.9% 4.3% 10.4% 16.9% 10.9% 08 8.0% 5.1% 7.8% 8.6% 10.8% 4.9% 5.1% 7.7% 07 3.7% 1.7% 4.7% 3.3% 5.0% 2.1% 1.7% 3.5% 06 1.6% 1.7% 0.8% 2.0% 2.2% 1.4% 1.7% 1.6% 05 3.4% 11.9% 3.1% 4.0% 5.0% 1.4% 11.9% 4.2% 04 1.1% 0.0% 0.0% 1.3% 1.4% 1.4% 0.0% 1.0% 03 0.9% 6.8% 0.8% 2.6% 0.0% 0.0% 6.8% 1.4% 02 3.0% 0.0% 3.1% 2.6% 4.3% 2.1% 0.0% 2.7% Not at all satisfied 6.7% 10.2% 9.3% 4.0% 7.9% 6.3% 10.2% 7.1% Don't know 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% Mean 8.4 7.6 8.2 8.5 8.1 8.8 7.6 8.3 SD 2.8 3.1 2.9 2.6 3.0 2.6 3.1 2.8 ETC Institute (2013) 195 2013 MSD Post Contact Survey 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 Survey type Grouped problem Code Total Field Water Storm service Billing Cave In Backup water Other Billing Total 49.9% 50.1% 12.8% 12.3% 12.6% 12.3% 50.1% 100.0% Q8c Overall quality of MSD service Completely satisfied 45.8% 48.0% 37.3% 46.0% 47.7% 52.1% 48.0% 46.9% 09 13.9% 15.1% 15.1% 15.8% 8.4% 16.3% 15.1% 14.5% 08 11.7% 13.4% 12.3% 14.0% 11.7% 8.8% 13.4% 12.5% 07 5.1% 5.2% 5.2% 6.5% 4.7% 4.2% 5.2% 5.2% 06 2.7% 3.3% 1.9% 2.3% 6.5% 0.0% 3.3% 3.0% 05 7.4% 6.1% 8.0% 7.4% 8.4% 5.6% 6.1% 6.7% 04 1.5% 1.0% 2.4% 1.4% 0.9% 1.4% 1.0% 1.3% 03 1.8% 2.2% 2.4% 0.9% 1.4% 2.3% 2.2% 2.0% 02 1.9% 0.5% 3.3% 0.9% 1.4% 1.9% 0.5% 1.2% Not at all satisfied 8.3% 5.3% 12.3% 4.7% 8.9% 7.4% 5.3% 6.8% Don't know 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% Mean 7.9 8.3 7.3 8.3 7.8 8.2 8.3 8.1 SD 2.9 2.5 3.2 2.4 2.9 2.8 2.5 2.7 ETC Institute (2013) 196 2013 MSD Post Contact Survey 09. Do you own or rent your current residence? Q9 Do you own/rent your current residence Number Percent 1=Own 1701 93.7 % 2=Rent 97 5.3 % 9=Refuse 18 1.0 % Total 1817 100.0 % Q10. Which of the following BEST describes your home? Q10 Which best describes your home Number Percent 1=Single family 1657 91.6 % 2=Duplex-Triplex 84 4.6 % 3=Apt/Condo 52 2.9 % 4=Mobile home 2 0.1 % 5=Other 13 0.7 % Total 1808 100.0 % Q11. How many years old is your home? Q 11 How many years old is your home Number Percent 1=Less than 5 years 19 1.1 % 2=5-10 years 51 2.9 % 3=11-20 years 116 6.6 % 4=More than 20 years 1561 89.4 % Total 1747 100.0 % 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 368 21.3 % 2=5 to 10 years 336 19.4 % 3=11 to 20 years 328 19.0 % 4=More than 20 years 697 40.3 % Total 1729 100.0 % ETC Institute (2013) 197 2013 MSD Post Contact Survey Section 4: Survey Instrument ETC Institute (2013) 198 2013 MSD Post Contact Survey 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 2013 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 YES NO YES NO YES YES YES YES YES NO NO NO (A) Was it fairly easy for you to determine what phone number to call to get help from the appropriate individual at MSD? (B) Was MSD's customer service center open at the time you needed to call? (C) Was the length of time you waited to speak to an employee who could help you acceptable? (D) Was the employee you spoke with technically competent and knowledgeable'? (E) Was the employee you spoke with courteous? (F) Did the employee you spoke with treat you with respect? 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? 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? ETC Institute (2013) 199 2013 MSD Post Contact Survey 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- IONLY IFNO 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 ym with: Satisfied At All Know (A) Quality of service provided by employees who helped you on the phone 10 ... 09 ... 08... 07....06...05..04...03 02 ... 01 99 (B) Quality of service provided by employees who made a service call to your home/ neighborhood 10...09...08...07....06...05..04...03 02...01 99 (C) Overall quality of service provided by MSD .10 ... 09 ... 08... 07....06 ... 05 .. 04 ... 03 02 ... 01 99 9. Do you own or rent your current residence? (1) Own 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 12. How many years have you lived in your current home? (1) Less than 5 (2) 5-10 years (2) Rent (4) Mobile home (5) Other (3) 11-20 years (4) more than 20 years (3) 11-20 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 inpt will help MSD improve the quality of service to its customers. Contact Person: ETC Institute (2013) 200 2013 MSD Post Contact Survey ETC #: Phone: Interview Date: Problem Code (print description): Interviewer: 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 2013 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? ETC Institute (2013) 201 3. ININIPot►ot§illralze 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- IONLY IFNO 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 ym with: Satisfied At All Know (A) Quality of service provided by employees who helped you on the phone 10 ... 09 ... 08... 07....06...05..04...03 02 ... 01 99 (B) Quality of service provided by employees who made a service call to your home/ neighborhood 10...09...08...07....06...05..04...03 02...01 99 (C) Overall quality of service provided by MSD .10 ... 09 ... 08... 07....06 ... 05 .. 04 ... 03 02 ... 01 99 9. Do you own or rent your current residence? (1) Own (2) Rent 10. Which of the following BEST describes your home? (1) Single family (4) Mobile home (2) Duplex -Triplex (5) Other (3) Apartment/Condo 11. How many years old is your home? (1) Less than 5 (2) 5-10 years (3) 11-20 years (4) more than 20 years 12. How many years have you lived in your current home? (1) Less than 5 (3) 11-20 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: ETC Institute (2013) 202