HomeMy Public PortalAboutExhibit MSD 99L1 - 2014 Customer Survey Combined725 W. Frontier Circle
Olathe, KS 66061
(913) 829- 1215
2014 Annual Customer
Satisfaction Survey
Conducted for
Metropolitan St. Louis Sewer
District
Final Report
Exhibit MSD 99L1
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 ................................................... 165
2014 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 404 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
“completely satisfied” or
“satisfied” with items
related to customer service
performance increased in
all 7 of the areas assessed
on the survey. The highest
mean percentage rating
pertained to the accuracy of
bills customers receive.
Since 2012, the mean rating
for the accuracy of bills has
increased from 8.97 to 9.17
in 2014. The chart to the
right shows all 7 customer
service items rated on the
survey.
i
Areas Customers Feel Should Receive the Most Emphasis From MSD Over the Next Two
Years. Forty-four percent (44%in 2014 and 35% in 2012) of the customers surveyed indicated
MSD’s efforts to protect and preserve the environment should receive the most emphasis over the
next two years; 28% thought the overall quality of stormwater systems should receive emphasis,
25% the quality of wastewater service, 17% MSD’s efforts to keep you informed, and 7% the overall
quality of customer service.
The Overall Efficiency of MSD Remains High. The mean rating for the overall efficiency of
MSD reported in 2013 was 8.28. This year’s mean rating increased, climbing to 8.55. Since the
Customer Satisfaction survey in 1998, the overall efficiency of MSD, according to survey
participants, has increased from 6.47 to 8.55 (net increase of 2.08)
The Overall Reasonableness of Rates Charged by MSD Remains High. The mean rating for
the reasonableness of rates charged by MSD was 7.46 last year. This year’s mean rating was
reported at 7.68. Since the Customer Satisfaction survey in 2011, the reasonableness of rates
charged by MSD according to survey participants has increased from 6.75 to 7.68 (net increase
of .93)
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
increased in all 5 areas that were assessed on the survey. The largest rating noted was in
regard to the quality of wastewater service provided by MSD (8.54 mean satisfaction rating in
2013 and 9.01 in 2014).
The mean satisfaction ratings for stormwater and wastewater service provided by MSD
increased in 4 of 5 areas assessed on the survey. The table below illustrates these increases.
ii
Section 1:
Charts and Graphs
ETC Institute (2014)1
9.01
9.16
8.81
8.87
8.91
8.94
8.84
8.67
Odor from treatment facilities
Adequacy of wastewater trtmnt facilities
0.00 2.00 4.00 6.00 8.00 10.00
2014 2013 2012 2011
Q1: Satisfaction with Wastewater
2014 Customer Satisfaction Survey
mean rating for all respondents based on a 10-point scale where 1="not satisfied at all" and 10="completely satisfied"
Source: ETC Institute (2014 Annual Customer Satisfaction Summary)Trend Data
79%
71%
70%
66%
2014
2013
2012
2011
0%20% 40% 60% 80% 100%
Q2: Do You Know Who to Contact if You Have Problems
with Wastewater or Sanitary Sewer Services
2014 Customer Satisfaction Survey
by percentage of respondents indicating "Yes"
Trend DataSource: ETC Institute (2014 Annual Customer Satisfaction Summary)
ETC Institute (2014)2
Q3: During the Past 3 Years, Have You Had Any Sanitary
Sewer Problems at Your Residence or Place of Business?
2014 Customer Satisfaction Survey
Q3a: [If YES] Was the backup caused by
problems in MSD's system?
Yes
15%
No
85%
Yes
43%
No
43%
Don't know
15%
2014
2013
Source: ETC Institute (2014 Annual Customer Satisfaction Summary)
Yes
20%
No
80%
Yes
43%
No
42%
Don't know
15%
Q3: Percentage of Customers Who Have Had Sanitary
Sewer Problems at Their Home During the Past 3 Years
2014 Customer Satisfaction Survey
18%
16%
20%
15%
2011 2012 2013 2014
0%
5%
10%
15%
20%
25%
Trend DataSource: ETC Institute (2014 Annual Customer Satisfaction Summary)
ETC Institute (2014)3
99%
95%
95%
97%
93%
96%
2014
2013
2012
2011
2010
2009
0%20%40%60%80%100%
Very Important Somewhat Important
Q4: How Important Customers Think the Treatment and
Discharge of Wastewater Is in Their Community
2014 Customer Satisfaction Survey
by percentage of respondents who rated the item as a 1 or 2 on a 4-point scale
Trend DataSource: ETC Institute (2014 Annual Customer Satisfaction Summary)
8.29
7.24
8.27
8.20
7.64
8.13
8.18
7.24
8.15
Drainage of rainwater off streets
Drainage off other streets in St. Louis
Cleanliness of storm drains/catch basins
0.00 2.00 4.00 6.00 8.00 10.00
2014 2013 2012
Q5: Satisfaction with Stormwater
2014 Customer Satisfaction Survey
mean rating for all respondents based on a 10-point scale where 1="not satisfied at all" and 10="completely satisfied"
streets in your neighborhood
Trend DataSource: ETC Institute (2014 Annual Customer Satisfaction Summary)
ETC Institute (2014)4
73%
62%
62%
62%
61%
58%
2014
2013
2012
2011
2010
2009
0%20% 40% 60% 80% 100%
Q6: Do You Know Who to Contact if You Have
Flooding Problems in Your Neighborhood?
2014 Customer Satisfaction Survey
by percentage of respondents indicating "Yes"
Trend DataSource: ETC Institute (2014 Annual Customer Satisfaction Summary)
Yes
17%
No
83%
Severe
29%
Moderate
38%
Minor
31%
Don't Know
2%
Q7: During the Past 3 Years, Have You Had Any
Stormwater or Flooding Problems Near or at Your Home?
2014 Customer Satisfaction Survey
Q7a: [If YES] How would you describe the
stormwater or flooding problem?
Yes
17%
No
83%
Yes
44%
No
56%
Q7: [If YES] Did you contact MSD?
Source: ETC Institute (2014 Annual Customer Satisfaction Summary)
ETC Institute (2014)5
Yes
14%
No
86%
Severe
26%
Moderate
49%
Minor
22%
Don't know
4%
Q8: During the Past 3 Years, Have You Had Any Soil
Erosion Problems Related to Stormwater or Flooding
Problems Near or at Your Home?
2014 Customer Satisfaction Survey
Q8a: [If YES] How would you
describe your soil erosion problem?
Source: ETC Institute (2014 Annual Customer Satisfaction Summary)
Q9: During the Past 3 Years, Have You Had Any Soil
Erosion Problems Related to the Erosion or River or Creek
Banks Near or at Your Home?
2014 Customer Satisfaction Survey
Q9a: [If YES] How would you describe
your soil erosion problem?
Yes
4%
No
96%
Severe
44%
Moderate
50%
Minor
6%
Source: ETC Institute (2014 Annual Customer Satisfaction Summary)
ETC Institute (2014)6
96%
96%
96%
96%
96%
94%
2104
2013
2012
2011
2010
2009
0%20%40%60%80%100%
Very Important Somewhat Important
Q10: How Important Customers Think Stormwater
Management and the Prevention of Flooding
Is in the St. Louis Area
2014 Customer Satisfaction Survey
by percentage of respondents who rated the item as a 1 or 2 on a 4-point scale
Trend DataSource: ETC Institute (2014 Annual Customer Satisfaction Summary)
94%
95%
91%
94%
93%
91%
2014
2013
2012
2011
2010
2009
0%20%40%60%80%100%
Very Important Somewhat Important
Q11: Overall How Important Is Stormwater Management
for the Prevention of Soil Erosion in the St. Louis Area?
2014 Customer Satisfaction Survey
by percentage of respondents who rated the item as a 1 or 2 on a 4-point scale
Trend DataSource: ETC Institute (2014 Annual Customer Satisfaction Summary)
ETC Institute (2014)7
9.17
9.08
9.03
8.97
8.68
8.55
8.39
8.91
8.87
8.72
8.82
8.44
8.54
8.30
8.97
8.93
8.81
8.57
8.29
8.59
8.22
The accuracy of bills
How easy bills are to understand
Hours customer service is available
Friendliness of MSD personnel
How well the MSD treats its customers
How easy billing problems are to resolve
Responsiveness of MSD personnel
0.00 2.00 4.00 6.00 8.00 10.00
2014 2013 2012
Q12: Satisfaction with Customer Service
2014 Customer Satisfaction Survey
mean rating for all respondents based on a 10-point scale where 1="not satisfied at all" and 10="completely satisfied"
Trend DataSource: ETC Institute (2014 Annual Customer Satisfaction Summary)
16%
14%
15%
10%
7%
6%
4%
Responsiveness of MSD personnel
The accuracy of bills
How easy bills are to understand
How easy billing problems are to resolve
How well the MSD treats its customers
Hours customer service is available
Friendliness of MSD personnel
0% 5% 10% 15% 20%
1st choice 2nd choice
Q13: Areas of Customer Service that Should Receive
the Most Emphasis Over the Next Two Years
2014 Customer Satisfaction Survey
by percentage of respondents who made two choices (multiple responses allowed)
Source: ETC Institute (2014 Annual Customer Satisfaction Summary)
ETC Institute (2014)8
Yes
23%
No
76%
Not sure
2%
Very easy
59%
Somewhat easy
28%
Difficult
8%
Very difficult
4%Don't know
1%
Q14: During the Past 3 Years, Have You Ever Contacted
MSD with a Question, Problem or Complaint?
2014 Customer Satisfaction Survey
Q14a: [If YES] How easy was it to contact
the person you needed to reach?
Source: ETC Institute (2014 Annual Customer Satisfaction Summary)
71%
58%
57%
53%
14%
18%
18%
12%
9%
10%
10%
14%
6%
14%
16%
21%
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
0% 20% 40% 60% 80% 100%
Always Usually Sometimes Seldom/Never
Q14b: Frequency of Various Behaviors that Influence
Perceptions of Customer Service
2014 Customer Satisfaction Survey
by percentage of respondents who had contacted MSD (excluding don't knows)
Source: ETC Institute (2014 Annual Customer Satisfaction Summary)
ETC Institute (2014)9
86%
76%
75%
65%
87%
75%
72%
67%
90%
75%
74%
67%
76%
67%
61%
52%
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
0% 20% 40% 60% 80% 100%
2014 2013 2012 2011
CUSTOMER SERVICE RATINGS: 2014 - 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)
Trend DataSource: ETC Institute (2014 Annual Customer Satisfaction Summary)
Q15: How Has MSD Customer Treatment
Been in the Past 12 Months?
2014 Customer Satisfaction Survey
by percentage of respondents (excluding don't knows)
Trend Data
A lot better
8%
Somewhat better
21%
Stayed the same
65%
Somewhat worse
3%
A lot worse
3%
A lot better
7%
Somewhat better
15%
Stayed the same
76%
Somewhat worse
1%
A lot worse
1%
20132014
Source: ETC Institute (2014 Annual Customer Satisfaction Summary)
ETC Institute (2014)10
81%
43%
27%
20%
15%
5%
4%
3%
3%
MSD billing statement
Direct mailings from MSD
Local television
St. Louis Post-Dispatch
Radio
Call Newspapers
Suburban Journals
St. Louis American
St. Louis Business Journal
0% 20% 40% 60% 80% 100%
Q16: From Which Sources Do You Receive Information
About the Metropolitan Sewer District?
2014 Customer Satisfaction Survey
by percentage of respondents (multiple responses allowed)
Source: ETC Institute (2014 Annual Customer Satisfaction Summary)
Yes
38%
No
58%
Don't know
4%
Much more positive
5%
Somewhat positive
16%
No change
62%
Somewhat negative
12%
Much more negative
2%
Don't know
3%
Q17: Percentage of Customers Who Have Seen or Heard
Media Stories About the MSD During the Past 12 Months
2014 Customer Satisfaction Survey
Q17a: [If YES] How Did
These Stories Change Your
Perception of the MSD?
Source: ETC Institute (2014 Annual Customer Satisfaction Summary)
ETC Institute (2014)11
62%
55%
55%
41%
44%
26%
28%
29%
33%
29%
12%
17%
17%
26%
27%
The quality of direct mailings from MSD
Availability of information about MSD services
MSD efforts to keep you informed
The quality of MSD's web page
Efforts by MSD to involve the public
0% 20% 40% 60% 80% 100%
Very satisfied (5) Satisfied (4) Neutral (3) Dissatisfied (2,1)
Q18: Satisfaction with Various Aspects of
Communication from the Metropolitan Sewer District
2014 Customer Satisfaction Survey
by percentage of respondents (excluding don't knows)
Source: ETC Institute (2014 Annual Customer Satisfaction Summary)
61%
13%
20%
10%
53%
17%
21%
9%
69%
11%
13%
7%
MSD
City
County
Local Water Co.
0% 20% 40% 60%
2014 2013 2012
Q19: Which of the Following Agencies Is Responsible
for the Treatment of Wastewater and Management of
Stormwater Where You Live?
2014 Customer Satisfaction Survey
by percentage of respondents (respondents could give more than one response)
Trend DataSource: ETC Institute (2014 Annual Customer Satisfaction Summary)
ETC Institute (2014)12
Q20: How Customers Think the Image of the MSD
Has Changed During the Past 12 Months
2014 Customer Satisfaction Survey
Much more professional
7%
Somewhat more prof
14%
Stayed the same
58%
Somewhat less prof
2%
Don't know
19%
Source: ETC Institute (2014 Annual Customer Satisfaction Summary)
Q21: Overall Ratings for Various Utilities that Serve
Residents in the St. Louis Area
TRENDS: 2014 vs 2013 vs 2012
mean rating for all respondents based on a 10-point scale where 1="worst possible score" and 10="best possible score"
Trend DataSource: ETC Institute (2014 Annual Customer Satisfaction Summary)
8.61
8.60
8.54
8.39
7.25
8.32
8.33
8.55
8.28
7.30
8.46
8.44
8.49
8.23
7.36
Water Company
Metropolitan Sewer District
LaClede Gas Company
Ameren UE
Local phone company (SBC)
0.00 2.00 4.00 6.00 8.00 10.00
2014 2013 2012
ETC Institute (2014)13
7.87 7.88 7.93 7.64
8.25 8.28 8.55
2006 2009 2010 2011 2012 2013 2014
0.00
2.00
4.00
6.00
8.00
10.00
Q22: How Customers Rate the
Overall Efficiency of the MSD
2006-2014 Customer Satisfaction Surveys
mean rating for all respondents based on a 10-point scale where 1="very inefficient" and 10="very efficient"
Trend DataSource: ETC Institute (2014 Annual Customer Satisfaction Summary)
7.29 7.31 7.23
6.75
7.58 7.46 7.68
2006 2009 2010 2011 2012 2013 2014
0.00
2.00
4.00
6.00
8.00
10.00
Q23: How Customers Rate the Reasonableness of the
Rates Charged by the MSD
2006-2014 Customer Satisfaction Surveys
mean rating for all respondents based on a 10-point scale where 1="very unreasonable" and 10="very reasonable"
Trend DataSource: ETC Institute (2014 Annual Customer Satisfaction Summary)
ETC Institute (2014)14
48%
20%
8%
4%
21%
40%
17%
9%
4%
29%
42%
16%
7%
4%
31%
Water usage
Est. amount of runoff
Lot size
Property value
Don't know
0% 20% 40% 60%
2014 2013 2012
Q24: How Customers Think the MSD Determines the
Amount of a Property Owner's Sewer Bill
2014 Customer Satisfaction Survey
by percentage of respondents (multiple responses allowed)
Trend DataSource: ETC Institute (2014 Annual Customer Satisfaction Summary)
Q25. Do You Think MSD is an Environmental Leader?
by percentage of respondents
Yes
61%
No
15%
Don't know
24%
Yes
63%
No
13%
Don't know
24%
U.S. Avg MSD
Source: ETC Institute (2014 Annual Customer Satisfaction Summary)
ETC Institute (2014)15
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?
by percentage of respondents
Very Important
80%
Important
13%
Neutral
2%
Not Important
1%
Don't know
4%
Source: ETC Institute (2014 Annual Customer Satisfaction Summary)
Q27: Satisfaction with Major Areas of Service
Provided by the Metropolitan Sewer District
2014 Customer Satisfaction Survey
9.01
8.62
8.34
7.83
8.02
8.54
8.26
8.11
7.80
7.75
8.74
8.35
8.18
7.85
7.77
8.36
7.89
8.05
7.56
7.56
Overall quality of wastewater service
Overall quality of customer service
Efforts by MSD to protect/preserve environment
Overall quality of stormwater systems
Overall effort by MSD to keep you informed
0.00 2.00 4.00 6.00 8.00 10.00 12.00
2014 2013 2012 2011
mean rating for all respondents based on a 10-point scale where 1="not satisfied at all" and 10="completely satisfied"
Trend DataSource: ETC Institute (2014 Annual Customer Satisfaction Summary)
ETC Institute (2014)16
44%
28%
25%
17%
7%
Efforts by MSD to protect/preserve environment
Overall quality of stormwater systems
Overall quality of wastewater service
Overall effort by MSD to keep you informed
Overall quality of customer service
0% 10% 20% 30% 40% 50% 60%
1st choice 2nd choice
Q28: Areas of MSD's Performance that Should Receive
the Most Emphasis Over the Next Two Years
2014 Customer Satisfaction Survey
by percentage of respondents who made two choices
Source: ETC Institute (2014 Annual Customer Satisfaction Summary)
ETC Institute (2014)17
Section 2:
GIS Maps
ETC Institute (2014)18
Location of Survey Respondents
2014 MSD Customer Satisfaction Survey
ETC Institute (2014)19
2014 MSD Customer
Satisfaction Survey
Shading reflects the mean rating for all respondents
by ZIP Code (merged as needed)
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)
Q1a Satisfaction with odor from
wastewater treatment facilities
ETC Institute (2014)20
2014 MSD Customer
Satisfaction Survey
Shading reflects the mean rating for all respondents
by ZIP Code (merged as needed)
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)
Q1b Satisfaction with the adequacy of
wastewater treatment facilities
ETC Institute (2014)21
2014 MSD Customer
Satisfaction Survey
Shading reflects the mean rating for all respondents
by ZIP Code (merged as needed)
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)
Q4 How important residents feel the treatment and discharge
of wastewater is in their community
ETC Institute (2014)22
2014 MSD Customer
Satisfaction Survey
Shading reflects the mean rating for all respondents
by ZIP Code (merged as needed)
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)
Q5a Satisfaction with drainage of rainwater
off neighborhood streets
ETC Institute (2014)23
2014 MSD Customer
Satisfaction Survey
Shading reflects the mean rating for all respondents
by ZIP Code (merged as needed)
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)
Q5b Satisfaction with drainage of rainwater
off streets in other parts of St Louis
ETC Institute (2014)24
2014 MSD Customer
Satisfaction Survey
Shading reflects the mean rating for all respondents
by ZIP Code (merged as needed)
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)
Q5c Satisfaction with the cleanliness of storm drains
and catch basins in your neighborhood
ETC Institute (2014)25
2014 MSD Customer
Satisfaction Survey
Shading reflects the mean rating for all respondents
by ZIP Code (merged as needed)
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)
Q10 How important residents feel stormwater management
for the prevention of flooding is in the St Louis area
ETC Institute (2014)26
2014 MSD Customer
Satisfaction Survey
Shading reflects the mean rating for all respondents
by ZIP Code (merged as needed)
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)
Q11 How important residents feel stormwater management
for the prevention of soil erosion is in the St Louis area
ETC Institute (2014)27
2014 MSD Customer
Satisfaction Survey
Shading reflects the mean rating for all respondents
by ZIP Code (merged as needed)
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)
Q12a Satisfaction with how easy your bill is to understand
ETC Institute (2014)28
2014 MSD Customer
Satisfaction Survey
Shading reflects the mean rating for all respondents
by ZIP Code (merged as needed)
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)
Q12b Satisfaction with accuracy of your bill
ETC Institute (2014)29
2014 MSD Customer
Satisfaction Survey
Shading reflects the mean rating for all respondents
by ZIP Code (merged as needed)
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)
Q12c Satisfaction with how easy it is to resolve billing problems
ETC Institute (2014)30
2014 MSD Customer
Satisfaction Survey
Shading reflects the mean rating for all respondents
by ZIP Code (merged as needed)
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)
Q12d Satisfaction with the hours that
Customer Service is available
ETC Institute (2014)31
2014 MSD Customer
Satisfaction Survey
Shading reflects the mean rating for all respondents
by ZIP Code (merged as needed)
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)
Q12e Satisfaction with the responsiveness of MSD personnel
ETC Institute (2014)32
2014 MSD Customer
Satisfaction Survey
Shading reflects the mean rating for all respondents
by ZIP Code (merged as needed)
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)
Q12f Satisfaction with the friendliness of MSD personnel
ETC Institute (2014)33
2014 MSD Customer
Satisfaction Survey
Shading reflects the mean rating for all respondents
by ZIP Code (merged as needed)
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)
Q12g Satisfaction with how MSD treats its customers
ETC Institute (2014)34
2014 MSD Customer
Satisfaction Survey
Shading reflects the mean rating for all respondents
by ZIP Code (merged as needed)
LEGEND
Mean rating
on a 5‐point scale, where:
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)
Q14b-1 Frequency at which MSD employees were
courteous and polite with customers
ETC Institute (2014)35
2014 MSD Customer
Satisfaction Survey
Shading reflects the mean rating for all respondents
by ZIP Code (merged as needed)
LEGEND
Mean rating
on a 5‐point scale, where:
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)
Q14b-2 Frequency at which MSD employees gave
prompt and accurate answers to customers
ETC Institute (2014)36
2014 MSD Customer
Satisfaction Survey
Shading reflects the mean rating for all respondents
by ZIP Code (merged as needed)
LEGEND
Mean rating
on a 5‐point scale, where:
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)
Q14b-3 Frequency at which MSD employees did
what they said they would do in a timely manner
ETC Institute (2014)37
2014 MSD Customer
Satisfaction Survey
Shading reflects the mean rating for all respondents
by ZIP Code (merged as needed)
LEGEND
Mean rating
on a 5‐point scale, where:
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)
Q14b-4 Frequency at which MSD employees helped
resolve issues to the customer’s satisfaction
ETC Institute (2014)38
2014 MSD Customer
Satisfaction Survey
Shading reflects the mean rating for all respondents
by ZIP Code (merged as needed)
LEGEND
Mean rating
on a 5‐point scale, where:
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)
Q15 How the way MSD treat its customers
has changed according to customers
ETC Institute (2014)39
2014 MSD Customer
Satisfaction Survey
Shading reflects the mean rating for all respondents
by ZIP Code (merged as needed)
LEGEND
Mean rating
on a 5‐point scale, where:
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)
Q18a Satisfaction with the availability
of information about MSD services
ETC Institute (2014)40
2014 MSD Customer
Satisfaction Survey
Shading reflects the mean rating for all respondents
by ZIP Code (merged as needed)
LEGEND
Mean rating
on a 5‐point scale, where:
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)
Q18b Satisfaction with MSD’s efforts to keep you informed
about problems with service
ETC Institute (2014)41
2014 MSD Customer
Satisfaction Survey
Shading reflects the mean rating for all respondents
by ZIP Code (merged as needed)
LEGEND
Mean rating
on a 5‐point scale, where:
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)
Q18c Satisfaction with the efforts by MSD to involve
the public in planning and investment decisions
ETC Institute (2014)42
2014 MSD Customer
Satisfaction Survey
Shading reflects the mean rating for all respondents
by ZIP Code (merged as needed)
LEGEND
Mean rating
on a 5‐point scale, where:
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)
Q18d Satisfaction with the quality of MSD’s web page
ETC Institute (2014)43
2014 MSD Customer
Satisfaction Survey
Shading reflects the mean rating for all respondents
by ZIP Code (merged as needed)
LEGEND
Mean rating
on a 5‐point scale, where:
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)
Q18e Satisfaction with the quality of direct mailings from MSD
ETC Institute (2014)44
2014 MSD Customer
Satisfaction Survey
Shading reflects the mean rating for all respondents
by ZIP Code (merged as needed)
LEGEND
Mean rating
on a 5‐point scale, where:
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)
Q20 During the past 12 months how residents
think the image of MSD has changed
ETC Institute (2014)45
2014 MSD Customer
Satisfaction Survey
Shading reflects the mean rating for all respondents
by ZIP Code (merged as needed)
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)
Q22 How residents rate the overall efficiency of MSD
ETC Institute (2014)46
2014 MSD Customer
Satisfaction Survey
Shading reflects the mean rating for all respondents
by ZIP Code (merged as needed)
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)
Q23 How residents rate the overall
reasonableness of rates charged
ETC Institute (2014)47
2014 MSD Customer
Satisfaction Survey
Shading reflects the mean rating for all respondents
by ZIP Code (merged as needed)
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)
Q26 Importance placed on MSD to invest in new technology
and system improvements that will help keep
the water clean in streams/rivers
ETC Institute (2014)48
2014 MSD Customer
Satisfaction Survey
Shading reflects the mean rating for all respondents
by ZIP Code (merged as needed)
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)
Q27a Satisfaction with the overall quality of wastewater service
ETC Institute (2014)49
2014 MSD Customer
Satisfaction Survey
Shading reflects the mean rating for all respondents
by ZIP Code (merged as needed)
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)
Q27b Satisfaction with the overall
quality of the stormwater system
ETC Institute (2014)50
2014 MSD Customer
Satisfaction Survey
Shading reflects the mean rating for all respondents
by ZIP Code (merged as needed)
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)
Q27c Satisfaction with the overall quality of
customer services provided by MSD
ETC Institute (2014)51
2014 MSD Customer
Satisfaction Survey
Shading reflects the mean rating for all respondents
by ZIP Code (merged as needed)
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)
Q27d Satisfaction with the overall
efforts of MSD to keep customers informed
ETC Institute (2014)52
2014 MSD Customer
Satisfaction Survey
Shading reflects the mean rating for all respondents
by ZIP Code (merged as needed)
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)
Q27e Satisfaction with the overall efforts of MSD
to protect/preserve the environment
ETC Institute (2014)53
Section 3:
Cross-tabular Data
ETC Institute (2014)54
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 Q4 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 Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 24.8% 24.8% 25.7% 24.8% 100.0% Q1a. Satisfaction with odor from wastewater treatment facilities near your home. Completely Satisfied 47.0% 61.0% 60.6% 70.0% 59.7% 09 7.0% 9.0% 7.7% 5.0% 7.2% 08 12.0% 5.0% 11.5% 7.0% 8.9% 07 6.0% 2.0% 1.9% 2.0% 3.0% 06 2.0% 2.0% 0.0% 3.0% 1.7% 05 9.0% 4.0% 5.8% 2.0% 5.2% 04 0.0% 0.0% 0.0% 1.0% 0.2% 03 2.0% 1.0% 2.9% 0.0% 1.5% 02 2.0% 0.0% 0.0% 0.0% 0.5% Not Satisfied At All 1.0% 1.0% 0.0% 0.0% 0.5% Don't Know 12.0% 15.0% 9.6% 10.0% 11.6%ETC Institute (2014)55
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 Q4 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 Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 24.8% 24.8% 25.7% 24.8% 100.0% Q1b. Adequacy of wastewater treatment facilities in your area. Completely Satisfied 44.0% 54.0% 52.9% 59.0% 52.5% 09 11.0% 9.0% 10.6% 4.0% 8.7% 08 10.0% 9.0% 7.7% 10.0% 9.2% 07 9.0% 1.0% 3.8% 2.0% 4.0% 06 0.0% 3.0% 0.0% 2.0% 1.2% 05 5.0% 1.0% 6.7% 2.0% 3.7% 04 0.0% 1.0% 1.0% 0.0% 0.5% 03 0.0% 0.0% 1.0% 0.0% 0.2% Don't Know 21.0% 22.0% 16.3% 21.0% 20.0%ETC Institute (2014)56
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) Q29. Which of the following best describes the location of your home? Total Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 24.8% 24.8% 25.7% 24.8% 100.0% Q1a. Satisfaction with odor from wastewater treatment facilities near your home. Completely Satisfied 53.4% 71.8% 67.0% 77.8% 67.5% 09 8.0% 10.6% 8.5% 5.6% 8.1% 08 13.6% 5.9% 12.8% 7.8% 10.1% 07 6.8% 2.4% 2.1% 2.2% 3.4% 06 2.3% 2.4% 0.0% 3.3% 2.0% 05 10.2% 4.7% 6.4% 2.2% 5.9% 04 0.0% 0.0% 0.0% 1.1% 0.3% 03 2.3% 1.2% 3.2% 0.0% 1.7% 02 2.3% 0.0% 0.0% 0.0% 0.6% Not Satisfied At All 1.1% 1.2% 0.0% 0.0% 0.6%ETC Institute (2014)57
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) Q29. Which of the following best describes the location of your home? Total Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 24.8% 24.8% 25.7% 24.8% 100.0% Q1b. Adequacy of wastewater treatment facilities in your area. Completely Satisfied 55.7% 69.2% 63.2% 74.7% 65.6% 09 13.9% 11.5% 12.6% 5.1% 10.8% 08 12.7% 11.5% 9.2% 12.7% 11.5% 07 11.4% 1.3% 4.6% 2.5% 5.0% 06 0.0% 3.8% 0.0% 2.5% 1.5% 05 6.3% 1.3% 8.0% 2.5% 4.6% 04 0.0% 1.3% 1.1% 0.0% 0.6% 03 0.0% 0.0% 1.1% 0.0% 0.3%02 0.0% 0.0% 0.0% 0.0% 0.0% Not Satisfied At All 0.0% 0.0% 0.0% 0.0% 0.0%ETC Institute (2014)58
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 Q1a. Satisfaction with odor from wastewater treatment facilities near your home. 9.01 357 Q1b. Adequacy of wastewater treatment facilities in your area. 9.16 323 ETC Institute (2014)59
Q2. 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 Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 24.8% 24.8% 25.7% 24.8% 100.0% Q2. Do you know who to contact if problems with wastewater or sewer services? Yes 70.0% 82.0% 83.7% 78.0% 78.5% No 30.0% 18.0% 16.3% 22.0% 21.5%ETC Institute (2014)60
Q3. 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 Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 24.8% 24.8% 25.7% 24.8% 100.0% Q3. Have you had any sanitary sewer problems at your residence or business? Yes 11.0% 15.0% 19.4% 15.0% 15.1% No 89.0% 85.0% 80.6% 85.0% 84.9%ETC Institute (2014)61
Q3a. Was the backup caused by problems in MSD's system? Q29. Which of the following best describes the location of your home? Total Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 18.0% 24.6% 32.8% 24.6% 100.0% Q3a. Was the backup caused by problems in MSD's system? Yes 72.7% 40.0% 40.0% 26.7% 42.6% No 18.2% 53.3% 40.0% 53.3% 42.6% No Response 9.1% 6.7% 20.0% 20.0% 14.8%ETC Institute (2014)62
Q4. Overall, how important do you think the treatment and discharge of wastewater is in your community? Q29. Which of the following best describes the location of your home? Total Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 24.8% 24.8% 25.7% 24.8% 100.0% Q4. How important is the treatment and discharge of wastewater in your community? Very important 91.0% 96.0% 95.2% 97.0% 94.8% Somewhat important 5.0% 3.0% 3.8% 3.0% 3.7% Not sure 4.0% 1.0% 1.0% 0.0% 1.5%ETC Institute (2014)63
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. Q29. Which of the following best describes the location of your home? Total Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 24.8% 24.8% 25.7% 24.8% 100.0% Q5a. Satisfaction with the drainage of rainwater off streets in your neighborhood: Completely Satisfied 47.0% 48.0% 45.2% 45.0% 46.3% 09 13.0% 8.0% 9.6% 12.0% 10.6% 08 13.0% 19.0% 18.3% 18.0% 17.1% 07 10.0% 5.0% 8.7% 6.0% 7.4% 06 4.0% 3.0% 3.8% 5.0% 4.0% 05 9.0% 7.0% 4.8% 9.0% 7.4% 04 1.0% 3.0% 3.8% 2.0% 2.5% 03 0.0% 2.0% 2.9% 1.0% 1.5% 02 2.0% 1.0% 1.0% 0.0% 1.0% Not Satisfied At All 1.0% 3.0% 1.9% 2.0% 2.0% Don't Know 0.0% 1.0% 0.0% 0.0% 0.2%ETC Institute (2014)64
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. Q29. Which of the following best describes the location of your home? Total Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 24.8% 24.8% 25.7% 24.8% 100.0% Q5b. Satisfaction with the drainage of rainwater in other parts of the St. Louis area: Completely Satisfied 17.2% 12.0% 18.3% 18.0% 16.4% 09 4.0% 8.0% 7.7% 3.0% 5.7% 08 17.2% 24.0% 16.3% 21.0% 19.6% 07 15.2% 12.0% 12.5% 16.0% 13.9% 06 7.1% 7.0% 5.8% 8.0% 6.9% 05 16.2% 8.0% 8.7% 13.0% 11.4% 04 3.0% 4.0% 5.8% 3.0% 4.0% 03 2.0% 4.0% 4.8% 1.0% 3.0% 02 0.0% 0.0% 0.0% 1.0% 0.2% Not Satisfied At All 2.0% 1.0% 1.0% 0.0% 1.0% Don't Know 16.2% 20.0% 19.2% 16.0% 17.9%ETC Institute (2014)65
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. Q29. Which of the following best describes the location of your home? Total Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 24.8% 24.8% 25.7% 24.8% 100.0% Q5c. Satisfaction with the cleanliness of storm drains/catch basins in neighborhood Completely Satisfied 37.0% 47.0% 38.8% 41.0% 40.9% 09 10.0% 9.0% 16.5% 13.0% 12.2% 08 14.0% 17.0% 13.6% 15.0% 14.9% 07 10.0% 6.0% 7.8% 10.0% 8.4% 06 6.0% 5.0% 2.9% 4.0% 4.5% 05 8.0% 2.0% 2.9% 7.0% 5.0% 04 3.0% 2.0% 2.9% 2.0% 2.5% 03 3.0% 1.0% 4.9% 2.0% 2.7% 02 2.0% 2.0% 1.0% 0.0% 1.2% Not Satisfied At All 0.0% 1.0% 1.0% 1.0% 0.7% Don't Know 7.0% 8.0% 7.8% 5.0% 6.9%ETC Institute (2014)66
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. (excluding don't know) Q29. Which of the following best describes the location of your home? Total Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 24.8% 24.8% 25.7% 24.8% 100.0% Q5a. Satisfaction with the drainage of rainwater off streets in your neighborhood: Completely Satisfied 47.0% 48.5% 45.2% 45.0% 46.4% 09 13.0% 8.1% 9.6% 12.0% 10.7% 08 13.0% 19.2% 18.3% 18.0% 17.1% 07 10.0% 5.1% 8.7% 6.0% 7.4% 06 4.0% 3.0% 3.8% 5.0% 4.0% 05 9.0% 7.1% 4.8% 9.0% 7.4% 04 1.0% 3.0% 3.8% 2.0% 2.5% 03 0.0% 2.0% 2.9% 1.0% 1.5% 02 2.0% 1.0% 1.0% 0.0% 1.0% Not Satisfied At All 1.0% 3.0% 1.9% 2.0% 2.0%ETC Institute (2014)67
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. (excluding don't know) Q29. Which of the following best describes the location of your home? Total Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 24.8% 24.8% 25.7% 24.8% 100.0% Q5b. Satisfaction with the drainage of rainwater in other parts of the St. Louis area: Completely Satisfied 20.5% 15.0% 22.6% 21.4% 19.9% 09 4.8% 10.0% 9.5% 3.6% 6.9% 08 20.5% 30.0% 20.2% 25.0% 23.9% 07 18.1% 15.0% 15.5% 19.0% 16.9% 06 8.4% 8.8% 7.1% 9.5% 8.5% 05 19.3% 10.0% 10.7% 15.5% 13.9% 04 3.6% 5.0% 7.1% 3.6% 4.8% 03 2.4% 5.0% 6.0% 1.2% 3.6% 02 0.0% 0.0% 0.0% 1.2% 0.3% Not Satisfied At All 2.4% 1.3% 1.2% 0.0% 1.2%ETC Institute (2014)68
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. (excluding don't know) Q29. Which of the following best describes the location of your home? Total Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 24.8% 24.8% 25.7% 24.8% 100.0% Q5c. Satisfaction with the cleanliness of storm drains/catch basins in neighborhood Completely Satisfied 39.8% 51.1% 42.1% 43.2% 44.0% 09 10.8% 9.8% 17.9% 13.7% 13.1% 08 15.1% 18.5% 14.7% 15.8% 16.0% 07 10.8% 6.5% 8.4% 10.5% 9.1% 06 6.5% 5.4% 3.2% 4.2% 4.8% 05 8.6% 2.2% 3.2% 7.4% 5.3% 04 3.2% 2.2% 3.2% 2.1% 2.7% 03 3.2% 1.1% 5.3% 2.1% 2.9% 02 2.2% 2.2% 1.1% 0.0% 1.3% Not Satisfied At All 0.0% 1.1% 1.1% 1.1% 0.8%ETC Institute (2014)69
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. (excluding don't know) Mean Total Q5a. Satisfaction with the drainage of rainwater off streets in your neighborhood: 8.29 403 Q5b. Satisfaction with the drainage of rainwater in other parts of the St. Louis area: 7.24 331 Q5c. Satisfaction with the cleanliness of storm drains/catch basins in neighborhood 8.27 375 ETC Institute (2014)70
Q6. 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 Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 24.8% 24.8% 25.7% 24.8% 100.0% Q6. Do you know who to contact if you have flooding problems in your neighborhood? Yes 68.0% 76.0% 78.8% 67.0% 72.5% No 32.0% 24.0% 21.2% 33.0% 27.5%ETC Institute (2014)71
Q7. 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 Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 24.8% 24.8% 25.7% 24.8% 100.0% Q7. Have you had stormwater/flooding problems near or at your home in past 3 years? Yes 17.0% 15.0% 22.1% 13.0% 16.8% No 83.0% 83.0% 77.9% 87.0% 82.7% Don't Know 0.0% 2.0% 0.0% 0.0% 0.5%ETC Institute (2014)72
Q7. Did you contact MSD? Q29. Which of the following best describes the location of your home? Total Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 25.0% 22.1% 33.8% 19.1% 100.0% Q7. If yes, Did you contact MSD? Yes 41.2% 20.0% 65.2% 38.5% 44.1% No 58.8% 80.0% 34.8% 61.5% 55.9%ETC Institute (2014)73
Q7a. Would you describe your stormwater or flooding problem as a severe, moderate, or minor problem? [asked only of those who contacted MSD] Q29. Which of the following best describes the location of your home? Total Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 25.0% 22.1% 33.8% 19.1% 100.0% Q7a. Would you describe stormwater/flooding problem as severe, moderate, or minor? Severe 35.3% 20.0% 21.7% 46.2% 29.4% Moderate 29.4% 26.7% 56.5% 30.8% 38.2% Minor 29.4% 53.3% 21.7% 23.1% 30.9% Don't Know 5.9% 0.0% 0.0% 0.0% 1.5%ETC Institute (2014)74
Q8. During the last 3 years, have you had any soil erosion problems related to stormwater or flooding problems near or at your home? Q29. Which of the following best describes the location of your home? Total Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 24.8% 24.8% 25.7% 24.8% 100.0% Q8. Had any soil erosion problems related to stormwater or flooding in past 3 years? Yes 6.0% 18.0% 13.5% 17.0% 13.6% No 94.0% 80.0% 86.5% 83.0% 85.9% Don't Know 0.0% 2.0% 0.0% 0.0% 0.5%ETC Institute (2014)75
Q8a. Would you describe your soil erosion problem as a severe, moderate, or minor problem? Q29. Which of the following best describes the location of your home? Total Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 10.9% 32.7% 25.5% 30.9% 100.0% Q8a. If yes, was your soil erosion problem severe, moderate, or minor? Severe 50.0% 11.1% 42.9% 17.6% 25.5% Moderate 50.0% 66.7% 35.7% 41.2% 49.1% Minor 0.0% 22.2% 7.1% 41.2% 21.8% Don't Know 0.0% 0.0% 14.3% 0.0% 3.6%ETC Institute (2014)76
Q9. 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 Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 24.8% 24.8% 25.7% 24.8% 100.0% Q9. Have you had any soil erosion problems related to erosion of river or creek banks? Yes 2.0% 5.0% 5.8% 3.0% 4.0% No 98.0% 94.0% 94.2% 96.0% 95.5% Don't Know 0.0% 1.0% 0.0% 1.0% 0.5%ETC Institute (2014)77
Q9a. Would you describe your soil erosion problem as a severe, moderate, or minor problem? Q29. Which of the following best describes the location of your home? Total Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 12.5% 31.3% 37.5% 18.8% 100.0% Q9a. Was your soil erosion problem severe, moderate, or minor? Severe 50.0% 40.0% 50.0% 33.3% 43.8% Moderate 50.0% 40.0% 50.0% 66.7% 50.0% Minor 0.0% 20.0% 0.0% 0.0% 6.3%ETC Institute (2014)78
Q10. Overall, how important do you think stormwater management for the prevention of flooding is in the St. Louis area? Q29. Which of the following best describes the location of your home? Total Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 24.8% 24.8% 25.7% 24.8% 100.0% Q10. How important is stormwater management for the prevention of flooding? Very important 84.0% 88.0% 87.5% 85.0% 86.1% Somewhat important 9.0% 10.0% 9.6% 12.0% 10.1% Not sure 5.0% 2.0% 1.9% 1.0% 2.5% Not important 1.0% 0.0% 0.0% 1.0% 0.5% Don't know 1.0% 0.0% 1.0% 1.0% 0.7%ETC Institute (2014)79
Q11. Overall, how important do you think stormwater management for the prevention of soil erosion is in the St. Louis area? Q29. Which of the following best describes the location of your home? Total Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 24.8% 24.8% 25.7% 24.8% 100.0% Q11. How important is stormwater management for the prevention of soil erosion? Very important 68.0% 81.0% 81.7% 79.0% 77.5% Somewhat important 18.0% 13.0% 15.4% 19.0% 16.3% Not sure 10.0% 5.0% 1.0% 1.0% 4.2% Not important 1.0% 0.0% 0.0% 0.0% 0.2% Don't know 3.0% 1.0% 1.9% 1.0% 1.7%ETC Institute (2014)80
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 Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 24.8% 24.8% 25.7% 24.8% 100.0% Q12a. How easy your bill is to understand: Completely Satisfied 58.0% 62.0% 65.4% 61.0% 61.6% 09 14.0% 9.0% 9.6% 9.0% 10.4% 08 10.0% 14.0% 7.7% 14.0% 11.4% 07 4.0% 4.0% 2.9% 5.0% 4.0% 06 1.0% 2.0% 1.9% 0.0% 1.2% 05 2.0% 1.0% 6.7% 2.0% 3.0% 04 1.0% 0.0% 1.0% 0.0% 0.5% 03 0.0% 1.0% 0.0% 1.0% 0.5% 02 1.0% 0.0% 1.0% 0.0% 0.5% Not Satisfied At All 0.0% 1.0% 1.0% 3.0% 1.2% Don't Know 9.0% 6.0% 2.9% 5.0% 5.7%ETC Institute (2014)81
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 Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 24.8% 24.8% 25.7% 24.8% 100.0% Q12b. The accuracy of your bill: Completely Satisfied 60.0% 59.0% 54.8% 56.0% 57.4% 09 13.0% 5.0% 13.5% 9.0% 10.1% 08 5.0% 13.0% 10.6% 12.0% 10.1% 07 3.0% 2.0% 2.9% 2.0% 2.5% 06 0.0% 1.0% 2.9% 0.0% 1.0% 05 3.0% 2.0% 5.8% 2.0% 3.2% 04 0.0% 0.0% 0.0% 1.0% 0.2% 03 0.0% 0.0% 1.0% 0.0% 0.2% 02 1.0% 0.0% 1.0% 0.0% 0.5% Not Satisfied At All 0.0% 1.0% 0.0% 2.0% 0.7% Don't Know 15.0% 17.0% 7.7% 16.0% 13.9%ETC Institute (2014)82
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 Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 24.8% 24.8% 25.7% 24.8% 100.0% Q12c. How easy it is to resolve billing problems: Completely Satisfied 28.0% 24.0% 28.8% 25.0% 26.5% 09 3.0% 2.0% 8.7% 7.0% 5.2% 08 4.0% 8.0% 3.8% 1.0% 4.2% 07 3.0% 1.0% 3.8% 0.0% 2.0% 06 1.0% 1.0% 1.0% 3.0% 1.5% 05 3.0% 1.0% 3.8% 3.0% 2.7% 04 0.0% 1.0% 1.0% 2.0% 1.0% 03 0.0% 1.0% 1.0% 0.0% 0.5% 02 0.0% 0.0% 0.0% 1.0% 0.2% Not Satisfied At All 2.0% 1.0% 0.0% 4.0% 1.7% Don't Know 56.0% 60.0% 48.1% 54.0% 54.5%ETC Institute (2014)83
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 Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 24.8% 24.8% 25.7% 24.8% 100.0% Q12d. Hours that customer service is available: Completely Satisfied 39.0% 33.0% 32.7% 31.3% 34.0% 09 3.0% 4.0% 7.7% 7.1% 5.5% 08 2.0% 5.0% 9.6% 12.1% 7.2% 07 3.0% 5.0% 1.9% 2.0% 3.0% 06 2.0% 3.0% 1.0% 3.0% 2.2% 05 1.0% 2.0% 1.0% 2.0% 1.5% 04 1.0% 0.0% 0.0% 0.0% 0.2% 03 1.0% 0.0% 0.0% 0.0% 0.2% Not Satisfied At All 1.0% 0.0% 0.0% 1.0% 0.5% Don't Know 47.0% 48.0% 46.2% 41.4% 45.7%ETC Institute (2014)84
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 Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 24.8% 24.8% 25.7% 24.8% 100.0% Q12e. The responsiveness of MSD personnel to the public: Completely Satisfied 32.0% 30.3% 27.9% 29.3% 29.9% 09 7.0% 4.0% 8.7% 6.1% 6.5% 08 10.0% 10.1% 8.7% 10.1% 9.7% 07 4.0% 6.1% 2.9% 2.0% 3.7% 06 1.0% 1.0% 1.0% 2.0% 1.2% 05 6.0% 1.0% 1.9% 4.0% 3.2% 04 0.0% 1.0% 1.0% 3.0% 1.2% 03 1.0% 1.0% 0.0% 1.0% 0.7% 02 0.0% 1.0% 1.0% 0.0% 0.5% Not Satisfied At All 4.0% 0.0% 1.9% 3.0% 2.2% Don't Know 35.0% 44.4% 45.2% 39.4% 41.0%ETC Institute (2014)85
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 Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 24.8% 24.8% 25.7% 24.8% 100.0% Q12f. The friendliness of MSD personnel: Completely Satisfied 34.0% 35.0% 34.6% 28.0% 32.9% 09 5.0% 9.0% 10.6% 10.0% 8.7% 08 7.0% 5.0% 5.8% 8.0% 6.4% 07 4.0% 1.0% 1.9% 2.0% 2.2% 06 1.0% 1.0% 1.0% 3.0% 1.5% 05 6.0% 2.0% 0.0% 4.0% 3.0% 02 0.0% 1.0% 1.0% 0.0% 0.5% Not Satisfied At All 0.0% 1.0% 1.0% 0.0% 0.5% Don't Know 43.0% 45.0% 44.2% 45.0% 44.3%ETC Institute (2014)86
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 Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 24.8% 24.8% 25.7% 24.8% 100.0% Q12g. How MSD treats its customers: Completely Satisfied 33.3% 32.0% 35.6% 30.3% 32.8% 09 8.1% 10.0% 7.7% 12.1% 9.5% 08 12.1% 8.0% 7.7% 10.1% 9.5% 07 5.1% 2.0% 2.9% 3.0% 3.2% 06 1.0% 1.0% 1.0% 1.0% 1.0% 05 3.0% 2.0% 2.9% 5.1% 3.2% 04 1.0% 2.0% 0.0% 0.0% 0.7% 02 1.0% 0.0% 1.0% 1.0% 0.7% Not Satisfied At All 2.0% 1.0% 1.0% 2.0% 1.5% Don't Know 33.3% 42.0% 40.4% 35.4% 37.8%ETC Institute (2014)87
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 Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 24.8% 24.8% 25.7% 24.8% 100.0% Q12a. How easy your bill is to understand: Completely Satisfied 63.7% 66.0% 67.3% 64.2% 65.4% 09 15.4% 9.6% 9.9% 9.5% 11.0% 08 11.0% 14.9% 7.9% 14.7% 12.1% 07 4.4% 4.3% 3.0% 5.3% 4.2% 06 1.1% 2.1% 2.0% 0.0% 1.3% 05 2.2% 1.1% 6.9% 2.1% 3.1% 04 1.1% 0.0% 1.0% 0.0% 0.5% 03 0.0% 1.1% 0.0% 1.1% 0.5% 02 1.1% 0.0% 1.0% 0.0% 0.5% Not Satisfied At All 0.0% 1.1% 1.0% 3.2% 1.3%ETC Institute (2014)88
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 Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 24.8% 24.8% 25.7% 24.8% 100.0% Q12b. The accuracy of your bill: Completely Satisfied 70.6% 71.1% 59.4% 66.7% 66.7% 09 15.3% 6.0% 14.6% 10.7% 11.8% 08 5.9% 15.7% 11.5% 14.3% 11.8% 07 3.5% 2.4% 3.1% 2.4% 2.9% 06 0.0% 1.2% 3.1% 0.0% 1.1% 05 3.5% 2.4% 6.3% 2.4% 3.7% 04 0.0% 0.0% 0.0% 1.2% 0.3% 03 0.0% 0.0% 1.0% 0.0% 0.3% 02 1.2% 0.0% 1.0% 0.0% 0.6% Not Satisfied At All 0.0% 1.2% 0.0% 2.4% 0.9%ETC Institute (2014)89
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 Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 24.8% 24.8% 25.7% 24.8% 100.0% Q12c. How easy it is to resolve billing problems: Completely Satisfied 63.6% 60.0% 55.6% 54.3% 58.2% 09 6.8% 5.0% 16.7% 15.2% 11.4% 08 9.1% 20.0% 7.4% 2.2% 9.2% 07 6.8% 2.5% 7.4% 0.0% 4.3% 06 2.3% 2.5% 1.9% 6.5% 3.3% 05 6.8% 2.5% 7.4% 6.5% 6.0% 04 0.0% 2.5% 1.9% 4.3% 2.2% 03 0.0% 2.5% 1.9% 0.0% 1.1% 02 0.0% 0.0% 0.0% 2.2% 0.5% Not Satisfied At All 4.5% 2.5% 0.0% 8.7% 3.8%ETC Institute (2014)90
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 Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 24.8% 24.8% 25.7% 24.8% 100.0% Q12d. Hours that customer service is available: Completely Satisfied 73.6% 63.5% 60.7% 53.4% 62.6% 09 5.7% 7.7% 14.3% 12.1% 10.0% 08 3.8% 9.6% 17.9% 20.7% 13.2% 07 5.7% 9.6% 3.6% 3.4% 5.5% 06 3.8% 5.8% 1.8% 5.2% 4.1% 05 1.9% 3.8% 1.8% 3.4% 2.7% 04 1.9% 0.0% 0.0% 0.0% 0.5% 03 1.9% 0.0% 0.0% 0.0% 0.5% Not Satisfied At All 1.9% 0.0% 0.0% 1.7% 0.9%ETC Institute (2014)91
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 Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 24.8% 24.8% 25.7% 24.8% 100.0% Q12e. The responsiveness of MSD personnel to the public: Completely Satisfied 49.2% 54.5% 50.9% 48.3% 50.6% 09 10.8% 7.3% 15.8% 10.0% 11.0% 08 15.4% 18.2% 15.8% 16.7% 16.5% 07 6.2% 10.9% 5.3% 3.3% 6.3% 06 1.5% 1.8% 1.8% 3.3% 2.1% 05 9.2% 1.8% 3.5% 6.7% 5.5% 04 0.0% 1.8% 1.8% 5.0% 2.1% 03 1.5% 1.8% 0.0% 1.7% 1.3% 02 0.0% 1.8% 1.8% 0.0% 0.8% Not Satisfied At All 6.2% 0.0% 3.5% 5.0% 3.8%ETC Institute (2014)92
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 Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 24.8% 24.8% 25.7% 24.8% 100.0% Q12f. The friendliness of MSD personnel: Completely Satisfied 59.6% 63.6% 62.1% 50.9% 59.1% 09 8.8% 16.4% 19.0% 18.2% 15.6% 08 12.3% 9.1% 10.3% 14.5% 11.6% 07 7.0% 1.8% 3.4% 3.6% 4.0% 06 1.8% 1.8% 1.7% 5.5% 2.7% 05 10.5% 3.6% 0.0% 7.3% 5.3% 02 0.0% 1.8% 1.7% 0.0% 0.9% Not Satisfied At All 0.0% 1.8% 1.7% 0.0% 0.9%ETC Institute (2014)93
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 Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 24.8% 24.8% 25.7% 24.8% 100.0% Q12g. How MSD treats its customers: Completely Satisfied 50.0% 55.2% 59.7% 46.9% 52.8% 09 12.1% 17.2% 12.9% 18.8% 15.2% 08 18.2% 13.8% 12.9% 15.6% 15.2% 07 7.6% 3.4% 4.8% 4.7% 5.2% 06 1.5% 1.7% 1.6% 1.6% 1.6% 05 4.5% 3.4% 4.8% 7.8% 5.2% 04 1.5% 3.4% 0.0% 0.0% 1.2% 02 1.5% 0.0% 1.6% 1.6% 1.2% Not Satisfied At All 3.0% 1.7% 1.6% 3.1% 2.4%ETC Institute (2014)94
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: 9.08 381 Q12b. The accuracy of your bill: 9.17 348 Q12c. How easy it is to resolve billing problems: 8.55 184 Q12d. Hours that customer service is available: 9.03 219 Q12e. The responsiveness of MSD personnel to the public: 8.39 237 Q12f. The friendliness of MSD personnel: 8.97 225 Q12g. How MSD treats its customers: 8.68 250 ETC Institute (2014)95
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 Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 24.8% 24.8% 25.7% 24.8% 100.0% Q13. Top choice How easy your bill is to understand 5.0% 13.0% 20.2% 18.0% 14.1% The accuracy of your bill 3.0% 8.0% 2.9% 8.0% 5.4% How easy it is to resolve billing problems 6.0% 7.0% 8.7% 7.0% 7.2% Hours that customer service is available 6.0% 3.0% 3.8% 4.0% 4.2% Responsiveness of MSD personnel to the public 17.0% 7.0% 14.4% 11.0% 12.4% Friendliness of MSD personnel 4.0% 2.0% 1.0% 2.0% 2.2% How MSD treats its customers 4.0% 3.0% 2.9% 1.0% 2.7% None chosen 55.0% 57.0% 46.2% 49.0% 51.7%ETC Institute (2014)96
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 Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 24.8% 24.8% 25.7% 24.8% 100.0% Q13. 2nd choice How easy your bill is to understand 0.0% 1.0% 1.0% 1.0% 0.7% The accuracy of your bill 1.0% 7.0% 18.3% 9.0% 8.9% How easy it is to resolve billing problems 3.0% 2.0% 1.0% 5.0% 2.7% Hours that customer service is available 1.0% 1.0% 1.0% 3.0% 1.5% Responsiveness of MSD personnel to the public 6.0% 2.0% 1.9% 6.0% 4.0% Friendliness of MSD personnel 1.0% 2.0% 2.9% 2.0% 2.0% How MSD treats its customers 7.0% 3.0% 3.8% 2.0% 4.0% ETC Institute (2014)97
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 Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 24.8% 24.8% 25.7% 24.8% 100.0% Q13. Both Choices Combined How easy your bill is to understand 5.0% 14.0% 21.2% 19.0% 14.9% The accuracy of your bill 4.0% 15.0% 21.2% 17.0% 14.4% How easy it is to resolve billing problems 9.0% 9.0% 9.6% 12.0% 9.9% Hours that customer service is available 7.0% 4.0% 4.8% 7.0% 5.7% Responsiveness of MSD personnel to the public 23.0% 9.0% 16.3% 17.0% 16.3% Friendliness of MSD personnel 5.0% 4.0% 3.8% 4.0% 4.2% How MSD treats its customers 11.0% 6.0% 6.7% 3.0% 6.7%ETC Institute (2014)98
Q14. During the past 3 years have you ever contacted MSD with a question, problem or complaint? Q29. Which of the following best describes the location of your home? Total Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 24.8% 24.8% 25.7% 24.8% 100.0% Q14. In the past 3 years have you contacted MSD w/question, problem or complaint? Yes 22.0% 21.0% 29.8% 18.0% 22.8% No 77.0% 75.0% 70.2% 80.0% 75.5% No response 1.0% 4.0% 0.0% 2.0% 1.7%ETC Institute (2014)99
Q14a. How easy was it to contact the person you needed to reach? Q29. Which of the following best describes the location of your home? Total Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 23.9% 22.8% 33.7% 19.6% 100.0% Q14a. How easy was it to contact the person you needed to reach? Very easy 50.0% 71.4% 67.7% 38.9% 58.7% Somewhat easy 31.8% 9.5% 22.6% 55.6% 28.3% Difficult 4.5% 14.3% 6.5% 5.6% 7.6% Very difficult 13.6% 0.0% 3.2% 0.0% 4.3% Don't know 0.0% 4.8% 0.0% 0.0% 1.1%ETC Institute (2014)100
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." Q29. Which of the following best describes the location of your home? Total Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 23.9% 22.8% 33.7% 19.6% 100.0% Q14b(1). They were courteous and polite. Always 68.2% 66.7% 80.6% 61.1% 70.7% Usually 13.6% 14.3% 9.7% 22.2% 14.1% Sometimes 13.6% 14.3% 3.2% 5.6% 8.7% Seldom 0.0% 0.0% 0.0% 11.1% 2.2% Never 4.5% 4.8% 3.2% 0.0% 3.3% Don't know 0.0% 0.0% 3.2% 0.0% 1.1%ETC Institute (2014)101
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." Q29. Which of the following best describes the location of your home? Total Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 23.9% 22.8% 33.7% 19.6% 100.0% Q14b(2). They gave prompt, accurate, and complete answers to questions. Always 50.0% 57.1% 67.7% 41.2% 56.0% Usually 22.7% 9.5% 16.1% 23.5% 17.6% Sometimes 13.6% 14.3% 3.2% 11.8% 9.9% Seldom 0.0% 14.3% 0.0% 17.6% 6.6% Never 9.1% 4.8% 9.7% 0.0% 6.6% Don't know 4.5% 0.0% 3.2% 5.9% 3.3%ETC Institute (2014)102
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." Q29. Which of the following best describes the location of your home? Total Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 23.9% 22.8% 33.7% 19.6% 100.0% Q14b(3). They did what they said they would do in a timely manner. Always 50.0% 57.1% 58.1% 55.6% 55.4% Usually 18.2% 19.0% 22.6% 5.6% 17.4% Sometimes 18.2% 4.8% 9.7% 5.6% 9.8% Seldom 0.0% 4.8% 3.2% 16.7% 5.4% Never 13.6% 14.3% 3.2% 11.1% 9.8% Don't know 0.0% 0.0% 3.2% 5.6% 2.2%ETC Institute (2014)103
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." Q29. Which of the following best describes the location of your home? Total Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 23.9% 22.8% 33.7% 19.6% 100.0% Q14b(4). They helped you resolve an issue to your satisfaction. Always 45.5% 50.0% 63.3% 44.4% 52.2% Usually 9.1% 15.0% 13.3% 11.1% 12.2% Sometimes 22.7% 10.0% 3.3% 22.2% 13.3% Seldom 0.0% 10.0% 0.0% 5.6% 3.3% Never 22.7% 15.0% 16.7% 16.7% 17.8% Don't know 0.0% 0.0% 3.3% 0.0% 1.1%ETC Institute (2014)104
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) Q29. Which of the following best describes the location of your home? Total Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 23.9% 22.8% 33.7% 19.6% 100.0% Q14b(1). They were courteous and polite. Always 68.2% 66.7% 83.3% 61.1% 71.4% Usually 13.6% 14.3% 10.0% 22.2% 14.3% Sometimes 13.6% 14.3% 3.3% 5.6% 8.8% Seldom 0.0% 0.0% 0.0% 11.1% 2.2% Never 4.5% 4.8% 3.3% 0.0% 3.3%ETC Institute (2014)105
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) Q29. Which of the following best describes the location of your home? Total Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 23.9% 22.8% 33.7% 19.6% 100.0% Q14b(2). They gave prompt, accurate, and complete answers to questions. Always 52.4% 57.1% 70.0% 43.8% 58.0% Usually 23.8% 9.5% 16.7% 25.0% 18.2% Sometimes 14.3% 14.3% 3.3% 12.5% 10.2% Seldom 0.0% 14.3% 0.0% 18.8% 6.8% Never 9.5% 4.8% 10.0% 0.0% 6.8%ETC Institute (2014)106
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) Q29. Which of the following best describes the location of your home? Total Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 23.9% 22.8% 33.7% 19.6% 100.0% Q14b(3). They did what they said they would do in a timely manner. Always 50.0% 57.1% 60.0% 58.8% 56.7% Usually 18.2% 19.0% 23.3% 5.9% 17.8% Sometimes 18.2% 4.8% 10.0% 5.9% 10.0% Seldom 0.0% 4.8% 3.3% 17.6% 5.6% Never 13.6% 14.3% 3.3% 11.8% 10.0%ETC Institute (2014)107
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) Q29. Which of the following best describes the location of your home? Total Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 23.9% 22.8% 33.7% 19.6% 100.0% Q14b(4). They helped you resolve an issue to your satisfaction. Always 45.5% 50.0% 65.5% 44.4% 52.8% Usually 9.1% 15.0% 13.8% 11.1% 12.4% Sometimes 22.7% 10.0% 3.4% 22.2% 13.5% Seldom 0.0% 10.0% 0.0% 5.6% 3.4% Never 22.7% 15.0% 17.2% 16.7% 18.0%ETC Institute (2014)108
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? Q29. Which of the following best describes the location of your home? Total Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 24.8% 24.8% 25.7% 24.8% 100.0% Q15. How has the way MSD treats its customers changed? A lot better 7.0% 6.0% 2.9% 2.0% 4.5% Somewhat better 14.0% 7.0% 8.7% 7.0% 9.2% Stayed the same 39.0% 46.0% 48.1% 57.0% 47.5% Somewhat worse 2.0% 0.0% 0.0% 0.0% 0.5% A lot worse 1.0% 1.0% 0.0% 1.0% 0.7% Don't know 37.0% 40.0% 40.4% 33.0% 37.6%ETC Institute (2014)109
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) Q29. Which of the following best describes the location of your home? Total Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 24.8% 24.8% 25.7% 24.8% 100.0% Q15. How has the way MSD treats its customers changed? A lot better 11.1% 10.0% 4.8% 3.0% 7.1% Somewhat better 22.2% 11.7% 14.5% 10.4% 14.7% Stayed the same 61.9% 76.7% 80.6% 85.1% 76.2% Somewhat worse 3.2% 0.0% 0.0% 0.0% 0.8% A lot worse 1.6% 1.7% 0.0% 1.5% 1.2%ETC Institute (2014)110
Q16. From which of the following sources do you receive information about the Metropolitan Sewer District?(combined responses) Q29. Which of the following best describes the location of your home? Total Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 24.8% 24.8% 25.7% 24.8% 100.0% Q16. From which sources do you receive information about the MSD? MSD billing statement 77.0% 80.0% 82.7% 83.0% 80.7% Direct mailings from MSD 42.0% 46.0% 46.2% 38.0% 43.1% Radio 19.0% 13.0% 17.3% 12.0% 15.3% Local television 31.0% 31.0% 24.0% 23.0% 27.2% St Louis Post-Dispatch 19.0% 23.0% 16.3% 22.0% 20.0% St Louis American 4.0% 3.0% 1.9% 2.0% 2.7% Suburban Journals 3.0% 7.0% 2.9% 2.0% 3.7% Call newspapers 8.0% 6.0% 3.8% 3.0% 5.2% St Louis Business Journal 4.0% 3.0% 2.9% 0.0% 2.5%ETC Institute (2014)111
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 Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 24.8% 24.8% 25.7% 24.8% 100.0% Q17. In past 12 months, have you seen or heard any media stories about MSD? Yes 41.0% 35.0% 39.4% 37.0% 38.1% No 59.0% 65.0% 60.6% 63.0% 61.9%ETC Institute (2014)112
Q17a. Overall how would you say that these stories or articles changed the way you feel about MSD? Q29. Which of the following best describes the location of your home? Total Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 26.6% 22.7% 26.6% 24.0% 100.0% Q17a. How have these stories or articles changed the way you feel about MSD? Feel much more positive about MSD 2.4% 5.7% 4.9% 5.4% 4.5% Feel somewhat more positive 12.2% 25.7% 12.2% 16.2% 16.2% Did not change the way I feel 73.2% 57.1% 61.0% 56.8% 62.3% Feel somewhat more negative 7.3% 5.7% 19.5% 16.2% 12.3% Feel much more negative 4.9% 0.0% 0.0% 2.7% 1.9% Don't know 0.0% 5.7% 2.4% 2.7% 2.6%ETC Institute (2014)113
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 Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 24.8% 24.8% 25.7% 24.8% 100.0% Q18a. The availability of information about MSD services: Very Satisfied 43.0% 57.0% 49.0% 46.0% 48.8% Satisfied 30.0% 18.0% 25.0% 27.0% 25.0% Neutral 15.0% 15.0% 13.5% 16.0% 14.9% Don't Know 12.0% 10.0% 12.5% 11.0% 11.4%ETC Institute (2014)114
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 Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 24.8% 24.8% 25.7% 24.8% 100.0% Q18b. MSD efforts to keep you informed about problems with your service: Very Satisfied 41.0% 41.0% 41.3% 44.0% 41.8% Satisfied 25.0% 16.0% 24.0% 23.0% 22.0% Neutral 10.0% 17.0% 12.5% 12.0% 12.9% Don't Know 24.0% 26.0% 22.1% 21.0% 23.3%ETC Institute (2014)115
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 Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 24.8% 24.8% 25.7% 24.8% 100.0% Q18c. Efforts by MSD to involve the public in planning and investment decisions: Very Satisfied 38.0% 26.3% 23.1% 29.0% 29.0% Satisfied 18.0% 15.2% 24.0% 19.0% 19.1% Neutral 17.0% 19.2% 14.4% 19.0% 17.4% Don't Know 27.0% 39.4% 38.5% 33.0% 34.5%ETC Institute (2014)116
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 Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 24.8% 24.8% 25.7% 24.8% 100.0% Q18d. The quality of MSD's web page: Very Satisfied 13.0% 8.0% 10.6% 11.0% 10.6% Satisfied 4.0% 9.0% 9.6% 12.0% 8.7% Neutral 8.0% 7.0% 7.7% 4.0% 6.7% Don't Know 75.0% 76.0% 72.1% 73.0% 74.0%ETC Institute (2014)117
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 Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 24.8% 24.8% 25.7% 24.8% 100.0% Q18e. The quality of direct mailings from MSD: Very satisfied 35.4% 46.5% 48.5% 45.0% 43.9% Satisfied 16.2% 21.2% 17.5% 18.0% 18.2% Neutral 10.1% 8.1% 6.8% 8.0% 8.2% Don't Know 38.4% 24.2% 27.2% 29.0% 29.7%ETC Institute (2014)118
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 Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 24.8% 24.8% 25.7% 24.8% 100.0% Q18a. The availability of information about MSD services: Very Satisfied 48.9% 63.3% 56.0% 51.7% 55.0% Satisfied 34.1% 20.0% 28.6% 30.3% 28.2% Neutral 17.0% 16.7% 15.4% 18.0% 16.8%ETC Institute (2014)119
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 Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 24.8% 24.8% 25.7% 24.8% 100.0% Q18b. MSD efforts to keep you informed about problems with your service: Very Satisfied 53.9% 55.4% 53.1% 55.7% 54.5% Satisfied 32.9% 21.6% 30.9% 29.1% 28.7% Neutral 13.2% 23.0% 16.0% 15.2% 16.8%ETC Institute (2014)120
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 Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 24.8% 24.8% 25.7% 24.8% 100.0% Q18c. Efforts by MSD to involve the public in planning and investment decisions: Very Satisfied 52.1% 43.3% 37.5% 43.3% 44.3% Satisfied 24.7% 25.0% 39.1% 28.4% 29.2% Neutral 23.3% 31.7% 23.4% 28.4% 26.5%ETC Institute (2014)121
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 Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 24.8% 24.8% 25.7% 24.8% 100.0% Q18d. The quality of MSD's web page: Very Satisfied 52.0% 33.3% 37.9% 40.7% 41.0% Satisfied 16.0% 37.5% 34.5% 44.4% 33.3% Neutral 32.0% 29.2% 27.6% 14.8% 25.7%ETC Institute (2014)122
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 Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 24.8% 24.8% 25.7% 24.8% 100.0% Q18e. The quality of direct mailings from MSD: Very satisfied 57.4% 61.3% 66.7% 63.4% 62.4% Satisfied 26.2% 28.0% 24.0% 25.4% 25.9% Neutral 16.4% 10.7% 9.3% 11.3% 11.7%ETC Institute (2014)123
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? Q29. Which of the following best describes the location of your home? Total Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 24.8% 24.8% 25.7% 24.8% 100.0% Q19. Which agencies are responsible for wastewater and stormwater where you live? City where you live 24.7% 10.3% 10.3% 5.6% 12.6% County where you live 9.3% 25.0% 15.5% 25.6% 18.9% Your local water company 7.2% 14.7% 11.2% 5.6% 10.0% Metropolitan St Louis Sewer District 58.8% 50.0% 62.9% 63.3% 58.5%ETC Institute (2014)124
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? Q29. Which of the following best describes the location of your home? Total Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 24.8% 24.8% 25.7% 24.8% 100.0% Q20. How do you think the image of MSD has changed? Much more professional 8.0% 7.0% 6.7% 7.0% 7.2% Somewhat more professional 16.0% 19.0% 7.7% 12.0% 13.6% Stayed the same 54.0% 54.0% 62.5% 61.0% 57.9% Somewhat less professional 4.0% 1.0% 0.0% 4.0% 2.2% Much less professional 0.0% 0.0% 0.0% 1.0% 0.2% Don't know 18.0% 19.0% 23.1% 15.0% 18.8%ETC Institute (2014)125
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) Q29. Which of the following best describes the location of your home? Total Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 24.8% 24.8% 25.7% 24.8% 100.0% Q20. How do you think the image of MSD has changed? Much more professional 9.8% 8.6% 8.8% 8.2% 8.8% Somewhat more professional 19.5% 23.5% 10.0% 14.1% 16.8% Stayed the same 65.9% 66.7% 81.3% 71.8% 71.3% Somewhat less professional 4.9% 1.2% 0.0% 4.7% 2.7% Much less professional 0.0% 0.0% 0.0% 1.2% 0.3%ETC Institute (2014)126
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." Q29. Which of the following best describes the location of your home? Total Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 24.8% 24.8% 25.7% 24.8% 100.0% Q21a. Rate the overall performance of your water company: Best 42.0% 49.0% 49.0% 49.0% 47.3% 09 13.0% 11.0% 11.5% 4.0% 9.9% 08 24.0% 20.0% 22.1% 22.0% 22.0% 07 8.0% 8.0% 3.8% 9.0% 7.2% 06 6.0% 4.0% 1.9% 5.0% 4.2% 05 3.0% 4.0% 5.8% 2.0% 3.7% 04 2.0% 0.0% 2.9% 4.0% 2.2% 03 0.0% 0.0% 1.9% 0.0% 0.5% Worst 1.0% 2.0% 1.0% 0.0% 1.0% Don't know 1.0% 2.0% 0.0% 5.0% 2.0%ETC Institute (2014)127
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." Q29. Which of the following best describes the location of your home? Total Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 24.8% 24.8% 25.7% 24.8% 100.0% Q21b. Rate the overall performance of Laclede Gas Company: Best 40.0% 47.0% 45.2% 42.4% 43.7% 09 11.0% 11.0% 12.5% 12.1% 11.7% 08 23.0% 20.0% 19.2% 22.2% 21.1% 07 10.0% 8.0% 6.7% 6.1% 7.7% 06 4.0% 2.0% 4.8% 3.0% 3.5% 05 4.0% 3.0% 3.8% 2.0% 3.2% 04 1.0% 0.0% 3.8% 1.0% 1.5% 03 1.0% 1.0% 1.0% 0.0% 0.7% 02 1.0% 0.0% 1.0% 0.0% 0.5% Worst 2.0% 2.0% 0.0% 2.0% 1.5% Don't know 3.0% 6.0% 1.9% 9.1% 5.0%ETC Institute (2014)128
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." Q29. Which of the following best describes the location of your home? Total Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 24.8% 24.8% 25.7% 24.8% 100.0% Q21c. Rate the overall performance of Ameren UE: Best 42.4% 37.0% 44.2% 43.0% 41.7% 09 9.1% 10.0% 13.5% 13.0% 11.4% 08 28.3% 19.0% 16.3% 19.0% 20.6% 07 9.1% 16.0% 8.7% 10.0% 10.9% 06 4.0% 4.0% 4.8% 3.0% 4.0% 05 1.0% 6.0% 6.7% 2.0% 4.0% 04 0.0% 1.0% 2.9% 4.0% 2.0% 03 2.0% 0.0% 2.9% 0.0% 1.2% 02 0.0% 2.0% 0.0% 1.0% 0.7% Worst 2.0% 1.0% 0.0% 1.0% 1.0% Don't know 2.0% 4.0% 0.0% 4.0% 2.5%ETC Institute (2014)129
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." Q29. Which of the following best describes the location of your home? Total Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 24.8% 24.8% 25.7% 24.8% 100.0% Q21d. Rate the overall performance of the Metropolitan St. Louis Sewer District: Best 41.0% 48.0% 47.1% 47.0% 45.8% 09 12.0% 11.0% 14.4% 9.0% 11.6% 08 21.0% 25.0% 17.3% 19.0% 20.5% 07 10.0% 6.0% 5.8% 10.0% 7.9% 06 4.0% 3.0% 3.8% 4.0% 3.7% 05 7.0% 4.0% 6.7% 3.0% 5.2% 04 1.0% 1.0% 1.9% 2.0% 1.5% 03 2.0% 0.0% 0.0% 0.0% 0.5% Worst 1.0% 0.0% 0.0% 2.0% 0.7% Don't know 1.0% 2.0% 2.9% 4.0% 2.5%ETC Institute (2014)130
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." Q29. Which of the following best describes the location of your home? Total Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 24.8% 24.8% 25.7% 24.8% 100.0% Q21e. Rate the overall performance of your local phone company: Best 26.0% 16.2% 28.8% 22.0% 23.3% 09 9.0% 10.1% 7.7% 5.0% 7.9% 08 15.0% 12.1% 8.7% 19.0% 13.6% 07 11.0% 11.1% 9.6% 12.0% 10.9% 06 8.0% 5.1% 8.7% 10.0% 7.9% 05 5.0% 15.2% 11.5% 7.0% 9.7% 04 3.0% 5.1% 3.8% 0.0% 3.0% 03 3.0% 2.0% 1.9% 5.0% 3.0% 02 3.0% 3.0% 2.9% 2.0% 2.7% Worst 3.0% 3.0% 2.9% 2.0% 2.7% Don't know 14.0% 17.2% 13.5% 16.0% 15.1%ETC Institute (2014)131
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) Q29. Which of the following best describes the location of your home? Total Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 24.8% 24.8% 25.7% 24.8% 100.0% Q21a. Rate the overall performance of your water company: Best 42.4% 50.0% 49.0% 51.6% 48.2% 09 13.1% 11.2% 11.5% 4.2% 10.1% 08 24.2% 20.4% 22.1% 23.2% 22.5% 07 8.1% 8.2% 3.8% 9.5% 7.3% 06 6.1% 4.1% 1.9% 5.3% 4.3% 05 3.0% 4.1% 5.8% 2.1% 3.8% 04 2.0% 0.0% 2.9% 4.2% 2.3% 03 0.0% 0.0% 1.9% 0.0% 0.5% Worst 1.0% 2.0% 1.0% 0.0% 1.0%ETC Institute (2014)132
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) Q29. Which of the following best describes the location of your home? Total Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 24.8% 24.8% 25.7% 24.8% 100.0% Q21b. Rate the overall performance of Laclede Gas Company: Best 41.2% 50.0% 46.1% 46.7% 46.0% 09 11.3% 11.7% 12.7% 13.3% 12.3% 08 23.7% 21.3% 19.6% 24.4% 22.2% 07 10.3% 8.5% 6.9% 6.7% 8.1% 06 4.1% 2.1% 4.9% 3.3% 3.7% 05 4.1% 3.2% 3.9% 2.2% 3.4% 04 1.0% 0.0% 3.9% 1.1% 1.6% 03 1.0% 1.1% 1.0% 0.0% 0.8% 02 1.0% 0.0% 1.0% 0.0% 0.5% Worst 2.1% 2.1% 0.0% 2.2% 1.6%ETC Institute (2014)133
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) Q29. Which of the following best describes the location of your home? Total Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 24.8% 24.8% 25.7% 24.8% 100.0% Q21c. Rate the overall performance of Ameren UE: Best 43.3% 38.5% 44.2% 44.8% 42.7% 09 9.3% 10.4% 13.5% 13.5% 11.7% 08 28.9% 19.8% 16.3% 19.8% 21.1% 07 9.3% 16.7% 8.7% 10.4% 11.2% 06 4.1% 4.2% 4.8% 3.1% 4.1% 05 1.0% 6.3% 6.7% 2.1% 4.1% 04 0.0% 1.0% 2.9% 4.2% 2.0% 03 2.1% 0.0% 2.9% 0.0% 1.3% 02 0.0% 2.1% 0.0% 1.0% 0.8% Worst 2.1% 1.0% 0.0% 1.0% 1.0%ETC Institute (2014)134
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) Q29. Which of the following best describes the location of your home? Total Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 24.8% 24.8% 25.7% 24.8% 100.0% Q21d. Rate the overall performance of the Metropolitan St. Louis Sewer District: Best 41.4% 49.0% 48.5% 49.0% 47.0% 09 12.1% 11.2% 14.9% 9.4% 11.9% 08 21.2% 25.5% 17.8% 19.8% 21.1% 07 10.1% 6.1% 5.9% 10.4% 8.1% 06 4.0% 3.1% 4.0% 4.2% 3.8% 05 7.1% 4.1% 6.9% 3.1% 5.3% 04 1.0% 1.0% 2.0% 2.1% 1.5% 03 2.0% 0.0% 0.0% 0.0% 0.5% Worst 1.0% 0.0% 0.0% 2.1% 0.8%ETC Institute (2014)135
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) Q29. Which of the following best describes the location of your home? Total Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 24.8% 24.8% 25.7% 24.8% 100.0% Q21e. Rate the overall performance of your local phone company: Best 30.2% 19.5% 33.3% 26.2% 27.5% 09 10.5% 12.2% 8.9% 6.0% 9.4% 08 17.4% 14.6% 10.0% 22.6% 16.1% 07 12.8% 13.4% 11.1% 14.3% 12.9% 06 9.3% 6.1% 10.0% 11.9% 9.4% 05 5.8% 18.3% 13.3% 8.3% 11.4% 04 3.5% 6.1% 4.4% 0.0% 3.5% 03 3.5% 2.4% 2.2% 6.0% 3.5% 02 3.5% 3.7% 3.3% 2.4% 3.2% Worst 3.5% 3.7% 3.3% 2.4% 3.2%ETC Institute (2014)136
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 Q21a. Rate the overall performance of your water company: 8.61 396 Q21b. Rate the overall performance of Laclede Gas Company: 8.54 383 Q21c. Rate the overall performance of Ameren UE: 8.39 393 Q21d. Rate the overall performance of the Metropolitan St. Louis Sewer District: 8.60 394 Q21e. Rate the overall performance of your local phone company: 7.25 342 ETC Institute (2014)137
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? Total Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 24.8% 24.8% 25.7% 24.8% 100.0% Q22. Rate the overall efficiency of MSD: Very efficient 40.0% 50.0% 41.5% 49.4% 45.2% 09 13.3% 13.6% 17.0% 11.2% 13.9% 08 22.2% 17.0% 23.4% 21.3% 21.1% 07 13.3% 8.0% 3.2% 12.4% 9.1% 06 0.0% 2.3% 5.3% 0.0% 1.9% 05 7.8% 4.5% 8.5% 1.1% 5.5% 04 1.1% 1.1% 0.0% 0.0% 0.6% 03 1.1% 0.0% 0.0% 1.1% 0.6% 02 0.0% 2.3% 0.0% 2.2% 1.1% Very inefficient 1.1% 1.1% 1.1% 1.1% 1.1%ETC Institute (2014)138
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) Mean Total Q22. Rate the overall efficiency of MSD: 8.55 361 ETC Institute (2014)139
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? Q29. Which of the following best describes the location of your home? Total Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 24.8% 24.8% 25.7% 24.8% 100.0% Q23. Rate the overall reasonableness of rates charged by MSD: Very reasonable 30.0% 32.0% 41.3% 37.0% 35.1% 09 6.0% 9.0% 10.6% 6.0% 7.9% 08 21.0% 17.0% 14.4% 19.0% 17.8% 07 8.0% 12.0% 9.6% 6.0% 8.9% 06 7.0% 6.0% 3.8% 5.0% 5.4% 05 7.0% 9.0% 5.8% 14.0% 8.9% 04 2.0% 4.0% 1.9% 1.0% 2.2% 03 3.0% 2.0% 2.9% 3.0% 2.7% 02 2.0% 2.0% 2.9% 3.0% 2.5% Very unreasonable 6.0% 2.0% 4.8% 1.0% 3.5% Don't know 8.0% 5.0% 1.9% 5.0% 5.0%ETC Institute (2014)140
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) Q29. Which of the following best describes the location of your home? Total Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 24.8% 24.8% 25.7% 24.8% 100.0% Q23. Rate the overall reasonableness of rates charged by MSD: Very reasonable 32.6% 33.7% 42.2% 38.9% 37.0% 09 6.5% 9.5% 10.8% 6.3% 8.3% 08 22.8% 17.9% 14.7% 20.0% 18.8% 07 8.7% 12.6% 9.8% 6.3% 9.4% 06 7.6% 6.3% 3.9% 5.3% 5.7% 05 7.6% 9.5% 5.9% 14.7% 9.4% 04 2.2% 4.2% 2.0% 1.1% 2.3% 03 3.3% 2.1% 2.9% 3.2% 2.9% 02 2.2% 2.1% 2.9% 3.2% 2.6% Very unreasonable 6.5% 2.1% 4.9% 1.1% 3.6%ETC Institute (2014)141
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) Mean Total Q23. Rate the overall reasonableness of rates charged by MSD: 7.68 384 ETC Institute (2014)142
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 Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 24.8% 24.8% 25.7% 24.8% 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 36.0% 48.0% 53.8% 54.0% 48.0% The bill is based on property value 6.0% 7.0% 1.0% 2.0% 4.0% The bill is based on the size/acreage of a lot 11.0% 10.0% 4.8% 6.0% 7.9% The bill is based on estimated amount of stormwater runoff 17.0% 24.0% 21.2% 16.0% 19.6% Don't know 30.0% 11.0% 19.2% 22.0% 20.5%ETC Institute (2014)143
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) Q29. Which of the following best describes the location of your home? Total Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 24.8% 24.8% 25.7% 24.8% 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 51.4% 53.9% 66.7% 69.2% 60.4% The bill is based on property value 8.6% 7.9% 1.2% 2.6% 5.0% The bill is based on the size/acreage of a lot 15.7% 11.2% 6.0% 7.7% 10.0% The bill is based on estimated amount of stormwater runoff 24.3% 27.0% 26.2% 20.5% 24.6%ETC Institute (2014)144
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. Q29. Which of the following best describes the location of your home? Total Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 24.8% 24.8% 25.7% 24.8% 100.0% Q25. Do you think the Metropolitan Sewer District is an environmental leader? Yes 60.0% 62.0% 64.4% 65.0% 62.9% No 16.0% 12.0% 11.5% 13.0% 13.1% Don't know 24.0% 26.0% 24.0% 22.0% 24.0%ETC Institute (2014)145
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) Q29. Which of the following best describes the location of your home? Total Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 24.8% 24.8% 25.7% 24.8% 100.0% Q25. Do you think the Metropolitan Sewer District is an environmental leader? Yes 78.9% 83.8% 84.8% 83.3% 82.7% No 21.1% 16.2% 15.2% 16.7% 17.3%ETC Institute (2014)146
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? Q29. Which of the following best describes the location of your home? Total Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 24.8% 24.8% 25.7% 24.8% 100.0% Q26. How important is it for MSD to invest in new technology & system improvements? Very important 76.0% 67.0% 71.2% 69.0% 70.8% 09 10.0% 11.0% 8.7% 8.0% 9.4% 08 5.0% 8.0% 11.5% 11.0% 8.9% 07 2.0% 5.0% 3.8% 5.0% 4.0% 06 1.0% 0.0% 1.0% 0.0% 0.5% 05 1.0% 4.0% 1.0% 3.0% 2.2% 02 1.0% 0.0% 1.0% 0.0% 0.5% Not important 0.0% 0.0% 0.0% 1.0% 0.2% Don't Know 4.0% 5.0% 1.9% 3.0% 3.5%ETC Institute (2014)147
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 wher "10" means completely satisfied and "1" means not satisfied at all. Q29. Which of the following best describes the location of your home? Total Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 24.8% 24.8% 25.7% 24.8% 100.0% Q27a. Overall quality of wastewater services where you live: Completely Satisfied 49.0% 52.0% 47.1% 55.0% 50.7% 09 10.0% 10.0% 18.3% 13.0% 12.9% 08 21.0% 22.0% 21.2% 16.0% 20.0% 07 6.0% 7.0% 2.9% 5.0% 5.2% 06 1.0% 0.0% 2.9% 1.0% 1.2% 05 3.0% 1.0% 1.9% 2.0% 2.0% 04 1.0% 0.0% 0.0% 0.0% 0.2% 03 0.0% 0.0% 1.0% 1.0% 0.5% 02 1.0% 0.0% 0.0% 0.0% 0.2% Not Satisfied At All 0.0% 0.0% 0.0% 1.0% 0.2% Don't Know 8.0% 8.0% 4.8% 6.0% 6.7%ETC Institute (2014)148
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 wher "10" means completely satisfied and "1" means not satisfied at all. Q29. Which of the following best describes the location of your home? Total Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 24.8% 24.8% 25.7% 24.8% 100.0% Q27b. Overall quality of stormwater system in metropolitan St. Louis: Completely Satisfied 25.0% 21.0% 23.1% 25.0% 23.5% 09 13.0% 7.0% 14.4% 10.0% 11.1% 08 14.0% 21.0% 21.2% 21.0% 19.3% 07 18.0% 11.0% 9.6% 11.0% 12.4% 06 9.0% 10.0% 8.7% 7.0% 8.7% 05 6.0% 11.0% 3.8% 6.0% 6.7% 04 1.0% 0.0% 1.9% 5.0% 2.0% 03 2.0% 2.0% 3.8% 2.0% 2.5% 02 1.0% 0.0% 0.0% 0.0% 0.2% Not Satisfied At All 1.0% 0.0% 0.0% 0.0% 0.2% Don't Know 10.0% 17.0% 13.5% 13.0% 13.4%ETC Institute (2014)149
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 wher "10" means completely satisfied and "1" means not satisfied at all. Q29. Which of the following best describes the location of your home? Total Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 24.8% 24.8% 25.7% 24.8% 100.0% Q27c. Overall quality of customer service provided by MSD: Completely Satisfied 34.0% 36.0% 33.7% 38.0% 35.4% 09 9.0% 11.0% 9.6% 10.0% 9.9% 08 17.0% 10.0% 13.5% 14.0% 13.6% 07 6.0% 9.0% 5.8% 9.0% 7.4% 06 1.0% 2.0% 0.0% 2.0% 1.2% 05 5.0% 2.0% 3.8% 2.0% 3.2% 04 1.0% 2.0% 1.0% 0.0% 1.0% 03 0.0% 0.0% 0.0% 1.0% 0.2% Not Satisfied At All 1.0% 1.0% 1.0% 3.0% 1.5% Don't Know 26.0% 27.0% 31.7% 21.0% 26.5%ETC Institute (2014)150
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 wher "10" means completely satisfied and "1" means not satisfied at all. Q29. Which of the following best describes the location of your home? Total Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 24.8% 24.8% 25.7% 24.8% 100.0% Q27d. Overall efforts of MSD to keep customers informed: Completely Satisfied 28.0% 30.3% 32.7% 39.0% 32.5% 09 10.0% 10.1% 9.6% 13.0% 10.7% 08 12.0% 15.2% 17.3% 14.0% 14.6% 07 17.0% 6.1% 9.6% 4.0% 9.2% 06 9.0% 7.1% 2.9% 4.0% 5.7% 05 6.0% 5.1% 7.7% 6.0% 6.2% 04 1.0% 2.0% 1.9% 1.0% 1.5% 03 0.0% 2.0% 1.9% 3.0% 1.7% 02 0.0% 3.0% 0.0% 1.0% 1.0% Not Satisfied At All 1.0% 2.0% 1.9% 3.0% 2.0% Don't Know 16.0% 17.2% 14.4% 12.0% 14.9%ETC Institute (2014)151
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 wher "10" means completely satisfied and "1" means not satisfied at all. Q29. Which of the following best describes the location of your home? Total Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 24.8% 24.8% 25.7% 24.8% 100.0% Q27e. Overall efforts of MSD to protect and preserve the environment: Completely Satisfied 30.3% 28.0% 30.8% 33.3% 30.6% 09 15.2% 10.0% 14.4% 12.1% 12.9% 08 12.1% 17.0% 14.4% 20.2% 15.9% 07 10.1% 14.0% 8.7% 5.1% 9.5% 06 7.1% 2.0% 3.8% 2.0% 3.7% 05 2.0% 6.0% 2.9% 4.0% 3.7% 04 0.0% 1.0% 1.0% 0.0% 0.5% 03 0.0% 0.0% 1.0% 5.1% 1.5% 02 0.0% 2.0% 0.0% 1.0% 0.7% Not Satisfied At All 1.0% 1.0% 0.0% 1.0% 0.7% Don't Know 22.2% 19.0% 23.1% 16.2% 20.1%ETC Institute (2014)152
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 wher "10" means completely satisfied and "1" means not satisfied at all. (without don't knows) Q29. Which of the following best describes the location of your home? Total Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 24.8% 24.8% 25.7% 24.8% 100.0% Q27a. Overall quality of wastewater services where you live: Completely Satisfied 53.3% 56.5% 49.5% 58.5% 54.4% 09 10.9% 10.9% 19.2% 13.8% 13.8% 08 22.8% 23.9% 22.2% 17.0% 21.5% 07 6.5% 7.6% 3.0% 5.3% 5.6% 06 1.1% 0.0% 3.0% 1.1% 1.3% 05 3.3% 1.1% 2.0% 2.1% 2.1% 04 1.1% 0.0% 0.0% 0.0% 0.3% 03 0.0% 0.0% 1.0% 1.1% 0.5% 02 1.1% 0.0% 0.0% 0.0% 0.3% Not Satisfied At All 0.0% 0.0% 0.0% 1.1% 0.3%ETC Institute (2014)153
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 wher "10" means completely satisfied and "1" means not satisfied at all. (without don't knows) Q29. Which of the following best describes the location of your home? Total Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 24.8% 24.8% 25.7% 24.8% 100.0% Q27b. Overall quality of stormwater system in metropolitan St. Louis: Completely Satisfied 27.8% 25.3% 26.7% 28.7% 27.1% 09 14.4% 8.4% 16.7% 11.5% 12.9% 08 15.6% 25.3% 24.4% 24.1% 22.3% 07 20.0% 13.3% 11.1% 12.6% 14.3% 06 10.0% 12.0% 10.0% 8.0% 10.0% 05 6.7% 13.3% 4.4% 6.9% 7.7% 04 1.1% 0.0% 2.2% 5.7% 2.3% 03 2.2% 2.4% 4.4% 2.3% 2.9% 02 1.1% 0.0% 0.0% 0.0% 0.3% Not Satisfied At All 1.1% 0.0% 0.0% 0.0% 0.3%ETC Institute (2014)154
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 wher "10" means completely satisfied and "1" means not satisfied at all. (without don't knows) Q29. Which of the following best describes the location of your home? Total Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 24.8% 24.8% 25.7% 24.8% 100.0% Q27c. Overall quality of customer service provided by MSD: Completely Satisfied 45.9% 49.3% 49.3% 48.1% 48.1% 09 12.2% 15.1% 14.1% 12.7% 13.5% 08 23.0% 13.7% 19.7% 17.7% 18.5% 07 8.1% 12.3% 8.5% 11.4% 10.1% 06 1.4% 2.7% 0.0% 2.5% 1.7% 05 6.8% 2.7% 5.6% 2.5% 4.4% 04 1.4% 2.7% 1.4% 0.0% 1.3% 03 0.0% 0.0% 0.0% 1.3% 0.3% Not Satisfied At All 1.4% 1.4% 1.4% 3.8% 2.0%ETC Institute (2014)155
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 wher "10" means completely satisfied and "1" means not satisfied at all. (without don't knows) Q29. Which of the following best describes the location of your home? Total Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 24.8% 24.8% 25.7% 24.8% 100.0% Q27d. Overall efforts of MSD to keep customers informed: Completely Satisfied 33.3% 36.6% 38.2% 44.3% 38.2% 09 11.9% 12.2% 11.2% 14.8% 12.5% 08 14.3% 18.3% 20.2% 15.9% 17.2% 07 20.2% 7.3% 11.2% 4.5% 10.8% 06 10.7% 8.5% 3.4% 4.5% 6.7% 05 7.1% 6.1% 9.0% 6.8% 7.3% 04 1.2% 2.4% 2.2% 1.1% 1.7% 03 0.0% 2.4% 2.2% 3.4% 2.0% 02 0.0% 3.7% 0.0% 1.1% 1.2% Not Satisfied At All 1.2% 2.4% 2.2% 3.4% 2.3%ETC Institute (2014)156
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 wher "10" means completely satisfied and "1" means not satisfied at all. (without don't knows) Q29. Which of the following best describes the location of your home? Total Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 24.8% 24.8% 25.7% 24.8% 100.0% Q27e. Overall efforts of MSD to protect and preserve the environment: Completely Satisfied 39.0% 34.6% 40.0% 39.8% 38.3% 09 19.5% 12.3% 18.8% 14.5% 16.2% 08 15.6% 21.0% 18.8% 24.1% 19.9% 07 13.0% 17.3% 11.3% 6.0% 11.8% 06 9.1% 2.5% 5.0% 2.4% 4.7% 05 2.6% 7.4% 3.8% 4.8% 4.7% 04 0.0% 1.2% 1.3% 0.0% 0.6% 03 0.0% 0.0% 1.3% 6.0% 1.9% 02 0.0% 2.5% 0.0% 1.2% 0.9% Not Satisfied At All 1.3% 1.2% 0.0% 1.2% 0.9%ETC Institute (2014)157
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: 9.01 377 Q27b. Overall quality of stormwater system in metropolitan St. Louis: 7.83 350 Q27c. Overall quality of customer service provided by MSD: 8.62 297 Q27d. Overall efforts of MSD to keep customers informed: 8.02 343 Q27e. Overall efforts of MSD to protect and preserve the environment: 8.34 321 ETC Institute (2014)158
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? Q29. Which of the following best describes the location of your home? Total Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 24.8% 24.8% 25.7% 24.8% 100.0% Q28. 1st choice Wastewater services 21.0% 12.0% 15.4% 20.0% 17.1% Stormwater system in metropolitan St. Louis 9.0% 23.0% 13.5% 18.0% 15.8% Customer service 7.0% 5.0% 1.9% 3.0% 4.2% Efforts to keep customers informed 9.0% 3.0% 13.5% 8.0% 8.4% Protect & preserve the environment 30.0% 29.0% 29.8% 27.0% 29.0% None selected 24.0% 28.0% 26.0% 24.0% 25.5%ETC Institute (2014)159
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? Q29. Which of the following best describes the location of your home? Total Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 24.8% 24.8% 25.7% 24.8% 100.0% Q28. 2nd choice Wastewater 6.0% 6.0% 7.7% 10.0% 7.4% Stormwater system in metropolitan St. Louis 17.0% 7.0% 14.4% 12.0% 12.6% Customer service 2.0% 3.0% 3.8% 3.0% 3.0% Efforts to keep customers informed 6.0% 8.0% 9.6% 9.0% 8.2% Protect & preserve the environment 8.0% 22.0% 14.4% 16.0% 15.1% ETC Institute (2014)160
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 Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 24.8% 24.8% 25.7% 24.8% 100.0% Q28. Both choices combined Wastewater services 27.0% 18.0% 23.1% 30.0% 24.5% Stormwater system in metropolitan St. Louis 26.0% 30.0% 27.9% 30.0% 28.5% Customer service 9.0% 8.0% 5.8% 6.0% 7.2% Efforts to keep customers informed 15.0% 11.0% 23.1% 17.0% 16.6% Protect & preserve the environment 38.0% 51.0% 44.2% 43.0% 44.1% ETC Institute (2014)161
Q30. Do you own or rent your current residence? Q29. Which of the following best describes the location of your home? Total Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 24.8% 24.8% 25.7% 24.8% 100.0% Q30. Do you own or rent your current residence? Own 82.0% 95.0% 96.2% 95.0% 92.1% Rent 18.0% 3.0% 3.8% 4.0% 7.2% Declined 0.0% 2.0% 0.0% 1.0% 0.7%ETC Institute (2014)162
Q31. Do you currently receive a bill from MSD? Q29. Which of the following best describes the location of your home? Total Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 24.8% 24.8% 25.7% 24.8% 100.0% Q31. Do you currently receive a bill from MSD? Yes 93.0% 96.0% 97.1% 97.0% 95.8% No 7.0% 4.0% 2.9% 3.0% 4.2%ETC Institute (2014)163
Q32. Which of the following BEST describes your home? Q29. Which of the following best describes the location of your home? Total Inside the Cityof St. Louis Outside STLbut E. of I270 & S. of Hwy 40/I-64 Outside STLbut E. of I270 & N. of Hwy 40/I-64 West or outside of I- 270 Total 24.8% 24.8% 25.7% 24.8% 100.0% Q32. Which of the following BEST describes your home? Single family 87.0% 93.0% 99.0% 97.0% 94.1% Duplex-triplex 5.0% 3.0% 0.0% 0.0% 2.0% Apartment/condo 6.0% 3.0% 1.0% 2.0% 3.0% Other 2.0% 0.0% 0.0% 0.0% 0.5% Declined 0.0% 1.0% 0.0% 1.0% 0.5% ETC Institute (2014)164
Section 4:
Survey Instrument
ETC Institute (2014)165
Telephone: ________________________________Date:_________________Interviewer:__________
2014 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
___(2) Somewhat important
___(3) Not sure
___(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 you 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)166
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
___(2) Somewhat important
___(3) Not sure
___(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
___(2) Somewhat important
___(3) Not sure
___(4) Not important
ETC Institute (2014)167
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 you 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
____(2) somewhat easy
____(3) difficult
____(4) very difficult
____(9) don’t know
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)168
PUBLIC IMAGE AND INFORMATION
16. From which of the following sources do you receive information about the Metropolitan Sewer
District? (check all that apply)
___(1) MSD billing statement ___(6) St. Louis American
___(2) Direct mailings from MSD ___(7) Suburban Journals
___(3) Radio ___(8) Call Newspapers
___(4) Local television ___(9) St. Louis Business Journal
___(5) St Louis Post-Dispatch Other: ___________________
17. During the past 12 months, have you seen or heard any newspaper, radio, or television
information or stories about MSD?
___(1) Yes [Ask Q17a] ___(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 “very dissatisfied,” please rate
your satisfaction with the following aspects of communication from the Metropolitan Sewer
District
Very Very Don't
How would you rate? Satisfied Satisfied Neutral Dissatisfied Dissatisfied Know
(A) The availability of information about
MSD services ............................................ 5 ............. 4 ............. 3 ................ 2 ............ 1 ............. 9
(B) MSD efforts to keep you informed about
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
___(2) County where you live
___(3) Your local water company
___(4) Metropolitan St. Louis Sewer District
___(6) Other: _______________________
___(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)169
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 “5” or more than “8” for MSD (option D in Question 21
above), ask: Why do you feel that way?
___________________________________________________________________
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)170
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 you 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 I-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 I-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
____(2) Duplex-Triplex
____(3) Apartment/Condo
____(4) Mobile home
____(5) Other
33. How many years have you lived in the St. Louis Area?
____(1) Less than 5
____(2) 6-10 years
____(3) 11-20 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)171
725 W. Frontier Circle
Olathe, KS 66061
(913) 829- 1215
April 2014
2014 Post Contact Survey
1st Quarter Results
Conducted for
Metropolitan St. Louis Sewer
District
Final Report
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 ..................................................... 50
i
Executive Summary
Purpose and Methodology
ETC Institute conducted a post-contact survey for the Metropolitan St. Louis Sewer District
during the 1st quarter of 2014. 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
1st quarter of 2014, 89% of respondents reported that the employee resolved their question or
concern. This is significantly higher than last quarter when 84% of respondents indicated that
their question or concern was resolved to their satisfaction.
ii
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 2014, 82% (+10% from 4th quarter
2013) of the respondents thought the employee resolved their question or concern to their
satisfaction.
Current Overall Mean Satisfaction Ratings (1st Quarter 2014)
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 8.70 (+.50).
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 8.70 (+.60).
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 8.40 (+.50).
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 8.50 (+.40).
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 8.20 (+.50).
2ndQuarter 2013 Mean Satisfaction Rating was 7.70
Section 1: Charts and Graphs
MSD Post Contact Survey 1st Quarter (2014) Summary Report
ETC Institute 1
225 225
Number of Surveys
0
50
100
150
200
250
Field Service Billing
Number of Post Contact Surveys Conducted by Type
Total = 450
50.0%50.0%
Source: ETC Institute (Post-Contact Survey - 1st Quarter 2014)
225 225
Number of Surveys
0
50
100
150
200
250
Field Service Billing
Q1: What Was the Primary Reason You Had Contact
with an MSD Employee During the Past 60 Days?
50.0%50.0%
Source: ETC Institute (Post-Contact Survey - 1st Quarter 2014)
MSD Post Contact Survey 1st Quarter (2014) Summary Report
ETC Institute 2
89%
98%
98%
95%
96%
96%
79%
92%
91%
95%
92%
95%
97%
97%
87%
89%
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
0% 25% 50% 75% 100%
Field Service Billing
Q2: Customers' Experience with Employees by Phone
By Type of Contact
1st Quarter 2014
mean percentage of "yes" responses for respondents who called MSD
Source: ETC Institute (Post-Contact Survey - 1st Quarter 2014)
Trend Data
Q2: Customers' Experience with Field Service
Employees by Phone
2nd Qtr 2013 through 1st Qtr 2014
mean percentage of "yes" responses for respondents who called MSD
90%
92%
97%
94%
96%
96%
79%
89%
91%
95%
95%
92%
94%
95%
69%
80%
93%
97%
98%
95%
97%
96%
84%
94%
89%
98%
98%
95%
96%
96%
79%
92%
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
0% 20% 40% 60% 80% 100%
2nd Qtr 2013 3rd Qtr 2013 4th Qtr 2013 1st Qtr 2014
Source: ETC Institute (Post-Contact Survey - 1st Quarter 2014)
MSD Post Contact Survey 1st Quarter (2014) Summary Report
ETC Institute 3
Trend Data
Q2: Customers' Experience with Billing Employees
by Phone
2nd Qtr 2013 through 1st Qtr 2014
mean percentage of "yes" responses for respondents who called MSD
84%
93%
91%
90%
94%
94%
82%
76%
93%
98%
95%
93%
96%
96%
89%
85%
93%
97%
91%
94%
96%
96%
88%
84%
91%
95%
92%
95%
97%
97%
87%
89%
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
0% 20% 40% 60% 80% 100%
2nd Qtr 2013 3rd Qtr 2013 4th Qtr 2013 1st Qtr 2014
Source: ETC Institute (Post-Contact Survey - 1st Quarter 2014)
mean percentage of "yes" responses by customers who received a service call (Maximo)
Trend Data
Q4: Customers' Experience with MSD Employee(s) Who
Made a Service Call to Home/Neighborhood
2nd Qtr 2013 through 1st Qtr 2014
98%
100%
98%
98%
94%
87%
89%
99%
100%
97%
97%
93%
84%
81%
94%
100%
96%
98%
73%
87%
72%
93%
97%
94%
94%
71%
72%
82%
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
0% 20% 40% 60% 80% 100%
2nd Qtr 2013 3rd Qtr 2013 4th Qtr 2013 1st Qtr 2014
Source: ETC Institute (Post-Contact Survey - 1st Quarter 2014)
MSD Post Contact Survey 1st Quarter (2014) Summary Report
ETC Institute 4
Q8a: Satisfaction with the Overall Quality of Service
Provided over the Phone by Field Service
mean rating based on a 10-point scale where 1="not satisfied at all" and 10="completely satisfied"
8.10
8.50 8.30
8.70 8.70
1st Qtr 2013 2nd Qtr 2013 3rd Qtr 2013 4th Qtr 2013 1st Qtr 2014
5.00
6.00
7.00
8.00
9.00
10.00
Trend Data
1st Qtr 2013 through 1st Qtr 2014
Source: ETC Institute (Post-Contact Survey - 1st Quarter 2014)
Q8a: Satisfaction with the Overall Quality of Service
Provided over the Phone by Billing
mean rating based on a 10-point scale where 1="not satisfied at all" and 10="completely satisfied"
8.20 8.30
8.80 8.70 8.70
1st Qtr 2013 2nd Qtr 2013 3rd Qtr 2013 4th Qtr 2013 1st Qtr 2014
5.00
6.00
7.00
8.00
9.00
10.00
Trend Data
1st Qtr 2013 through 1st Qtr 2014
Source: ETC Institute (Post-Contact Survey - 1st Quarter 2014)
MSD Post Contact Survey 1st Quarter (2014) Summary Report
ETC Institute 5
7.70 7.60 7.50
8.20 8.20
1st Qtr 2013 2nd Qtr 2013 3rd Qtr 2013 4th Qtr 2013 1st Qtr 2014
5.00
6.00
7.00
8.00
9.00
10.00
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"
Trend Data
1st Qtr 2013 through 1st Qtr 2014
Source: ETC Institute (Post-Contact Survey - 1st Quarter 2014)
8.10 8.00
8.50 8.50 8.50
1st Qtr 2013 2nd Qtr 2013 3rd Qtr 2013 4th Qtr 2013 1st Qtr 2014
5.00
6.00
7.00
8.00
9.00
10.00
Q8c: Satisfaction with the Overall Quality of Service
Provided by MSD: BILLING ONLY
mean rating based on a 10-point scale where 1="not satisfied at all" and 10="completely satisfied"
Trend Data
1st Qtr 2013 through 1st Qtr 2014
Source: ETC Institute (Post-Contact Survey - 1st Quarter 2014)
MSD Post Contact Survey 1st Quarter (2014) Summary Report
ETC Institute 6
7.90 7.80 8.00
8.30 8.40
1st Qtr 2013 2nd Qtr 2013 3rd Qtr 2013 4th Qtr 2013 1st Qtr 2014
5.00
7.00
9.00
Q8c: Satisfaction with the Overall Quality of Service
Provided by MSD: ALL RESPONDENTS
mean rating based on a 10-point scale where 1="not satisfied at all" and 10="completely satisfied"
Trend Data
1st Qtr 2013 through 1st Qtr 2014
Source: ETC Institute (Post-Contact Survey - 1st Quarter 2014)
Q9: Do You Own or Rent Your Current Residence?
by percentage of respondents
Own
94%
Rent
5%
Not provided
1%
Source: ETC Institute (Post-Contact Survey - 1st Quarter 2014)
MSD Post Contact Survey 1st Quarter (2014) Summary Report
ETC Institute 7
Q10: Which of the Following Best Describes Your Home?
by percentage of respondents
Single family
94%
Duple-Triplex
3%
Apt/Condo
3%
Source: ETC Institute (Post-Contact Survey - 1st Quarter 2014)
Q11: How Many Years Old is Your Home?
by percentage of respondents
Less than 5
1%
5-10 years
2%
11-20 years
5%
More than 20 years
92%
Source: ETC Institute (Post-Contact Survey - 1st Quarter 2014)
MSD Post Contact Survey 1st Quarter (2014) Summary Report
ETC Institute 8
Q12: How Many Years Have You Lived
in Your Current Home?
by percentage of respondents
Less than 5
18%
5-10 yrs
16%
11-20 yrs
18%
More than 20 yrs
48%
Source: ETC Institute (Post-Contact Survey - 1st Quarter 2014)
MSD Post Contact Survey 1st Quarter (2014) Summary Report
ETC Institute 9
Section 2: GIS Maps
MSD Post Contact Survey 1st Quarter (2014) Summary Report
ETC Institute 10
Location of All Respondents
MSD Post Contact Survey
1st Quarter Results (2014)
MSD Post Contact Survey 1st Quarter (2014) Summary Report
ETC Institute 11
1st
Quarter
Q8a: Satisfaction with the Overall Quality of Service
Provided over the Phone by Billing
MSD Post Contact Survey 1st Quarter (2014) Summary Report
ETC Institute 12
1st
Quarter
Q8a: Satisfaction with the Overall Quality of Service
Provided over the Phone by Maximo
MSD Post Contact Survey 1st Quarter (2014) Summary Report
ETC Institute 13
1st
Quarter
Q8c: Satisfaction with the Overall Quality of Service
Provided by MSD: BILLING ONLY
MSD Post Contact Survey 1st Quarter (2014) Summary Report
ETC Institute 14
1st
Quarter
Q8c: Satisfaction with the Overall Quality of Service
Provided by MSD: MAXIMO ONLY
MSD Post Contact Survey 1st Quarter (2014) Summary Report
ETC Institute 15
Section 3: Tabular Data
MSD Post Contact Survey 1st Quarter (2014) Summary Report
ETC Institute 16
WEIGHTED 1st QUARTER RESULTS Year 2014
GROUPED PROBLEM CODE
Grouped problem Code UNWEIGHTED Number Percent
Cave In 25 5.6 %
Water Backup 120 26.7 %
Storm water 34 7.6 %
Other 46 10.2 %
Billing 225 50.0 %
Total 450 100.0 %
Grouped problem Code WEIGHTED Number Percent
1=Cave In 54 12.0 %
2=Water Backup 56 12.4 %
3=Storm water 59 13.1 %
4=Other 56 12.4 %
B=Billing 225 50.0 %
Total 450 100.0 %
Survey month Number Percent
January= 151 33.6 %
February= 148 32.9 %
March= 151 33.6 %
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:
Q1 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 %
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 450 100.0 %
Total 450 100.0 %
MSD Post Contact Survey 1st Quarter (2014) Summary Report
ETC Institute 17
WEIGHTED 1st QUARTER RESULTS Year 2014
Q2. Based on your experience with the employees you spoke with by phone, please answer the following
questions.
(N=450)
OVERALL Yes No
1 2
Q2a Easy to determine phone # to call 90.5% 9.5%
Q2b MSD Customer Service Ctr open 96.4% 3.6%
Q2c Time waited to speak was acceptable 95.1% 4.9%
Q2d Employee was tech competent 94.9% 5.1%
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 82.8% 17.2%
Q2h Employee resolved question/concern 90.9% 9.1%
If NO to Q2h ask Q2j and Q2k
Q2j Any followup regarding issue status 13.2% 86.8%
MSD Post Contact Survey 1st Quarter (2014) Summary Report
ETC Institute 18
WEIGHTED 1st QUARTER RESULTS Year 2014
Q2i. Why not? [B=Billing]
Survey
type
Problem Description
Contact Person
Q2i Why not?
B --- Alesha Gardner Bad service. Wasn't
pleased.
B --- Alesha Gardner Billing collection.
B --- Alesha Gardner didnt resolve issue, sent
me to collections
B --- Alesha Gardner they didnt give me the info
i wanted
B --- Angelica Rivas- Diaz I got double billed
B --- Cynthia Womack Ended up having to call
someone else.
B --- Emily Lopez Couldn't explain why bill
went up
B --- Jacqueline Gosset they didnt know how to
help me
B --- Jaime Dixson Account information was
never taken right
B --- Jaime Dixson kept billing me for vacant
property
B --- Jeanette Streater Didn't resolve the issue.
B --- Jeanette Streater they sent me to a
collection agency
B --- NaTasha M. Bishop didnt know the answers to
my questions
B --- NaTasha M. Bishop they still over billed me
B --- Orlandos Humphrey never got a good answer
B --- Shelia Bowers there is still an issue
MSD Post Contact Survey 1st Quarter (2014) Summary Report
ETC Institute 19
WEIGHTED 1st QUARTER RESULTS Year 2014 Q2i. Why not? [F=Field Service] Survey type Work Order Number Service Area Grouped problem Code Crew Member #1 Department Responsible Q2i Why not? F 2447308 MI 1 Jphnson Construction They have not done anything about it F 2448882 MI 2 klages Maintenance didnt send anybody out F 2449590 MI 2 mullen Maintenance said have to send some one out F 2460932 MI 4 Johnson Maintenance no gave him the run around F 2488417 SU 1 Harwell Construction They shuffled me off to another number F 2502401 SU 1 Harwell Construction, Maintenance nobody has been out F 2504865 MI 1 Johnson Construction, Maintenance when she called the person was rude F 2537544 GR 4 Webb Construction, Maintenance they only sent me a letter with issue number F 2537558 GR 1 Jourdain Construction, Maintenance They are still working on it. MSD Post Contact Survey1st Quarter (2014) Summary ReportETC Institute20
WEIGHTED 1st QUARTER RESULTS Year 2014
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 91.4% 8.6%
Q2b MSD Customer Service Ctr open 94.5% 5.5%
Q2c Time waited to speak was acceptable 92.0% 8.0%
Q2d Employee was tech competent 94.5% 5.5%
Q2e Employee was courteous 97.3% 2.7%
Q2f Employee treated you with respect 97.3% 2.7%
Q2g What was needed to address concern 86.9% 13.1%
Q2h Employee resolved question/concern 89.3% 10.7%
If NO to Q2h ask Q2j and Q2k
Q2j Any followup regarding issue status 0.0% 100.0%
MSD Post Contact Survey 1st Quarter (2014) Summary Report
ETC Institute 21
WEIGHTED 1st QUARTER RESULTS Year 2014
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 89.4% 10.6%
Q2b MSD Customer Service Ctr open 98.2% 1.8%
Q2c Time waited to speak was acceptable 98.1% 1.9%
Q2d Employee was tech competent 95.2% 4.8%
Q2e Employee was courteous 95.5% 4.5%
Q2f Employee treated you with respect 95.5% 4.5%
Q2g What was needed to address concern 78.7% 21.3%
Q2h Employee resolved question/concern 92.4% 7.6%
If NO to Q2h ask Q2j and Q2k
Q2j Any followup regarding issue status 35.7% 64.3%
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WEIGHTED 1st QUARTER RESULTS Year 2014
Q2. Based on your experience with the employees you spoke with by phone, please answer the following
questions. [Cave in only]
(N=54)
CAVE IN Yes No
1 2
Q2a Easy to determine phone # to call 82.7% 17.3%
Q2b MSD Customer Service Ctr open 96.3% 3.7%
Q2c Time waited to speak was acceptable 100.0% 0.0%
Q2d Employee was tech competent 89.1% 10.9%
Q2e Employee was courteous 90.2% 9.8%
Q2f Employee treated you with respect 90.2% 9.8%
Q2g What was needed to address concern 52.9% 47.1%
Q2h Employee resolved question/concern 74.1% 25.9%
If NO to Q2h ask Q2j and Q2k
Q2j Any followup regarding issue status 45.5% 54.5%
MSD Post Contact Survey 1st Quarter (2014) Summary Report
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WEIGHTED 1st QUARTER RESULTS Year 2014
Q2. Based on your experience with the employees you spoke with by phone, please answer the following
questions. [Water backup only]
(N=56)
WATER BACKUP Yes No
1 2
Q2a Easy to determine phone # to call 92.7% 7.3%
Q2b MSD Customer Service Ctr open 96.4% 3.6%
Q2c Time waited to speak was acceptable 98.1% 1.9%
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 88.9% 11.1%
Q2h Employee resolved question/concern 98.2% 1.8%
If NO to Q2h ask Q2j and Q2k
Q2j Any followup regarding issue status 0.0% 100.0%
MSD Post Contact Survey 1st Quarter (2014) Summary Report
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WEIGHTED 1st QUARTER RESULTS Year 2014
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=59)
STORMWATER Yes No
1 2
Q2a Easy to determine phone # to call 96.5% 3.5%
Q2b MSD Customer Service Ctr open 100.0% 0.0%
Q2c Time waited to speak was acceptable 96.4% 3.6%
Q2d Employee was tech competent 100.0% 0.0%
Q2e Employee was courteous 100.0% 0.0%
Q2f Employee treated you with respect 100.0% 0.0%
Q2g What was needed to address concern 88.7% 11.3%
Q2h Employee resolved question/concern 100.0% 0.0%
If NO to Q2h ask Q2j and Q2k
Q2j Any followup regarding issue status 0.0% 0.0%
MSD Post Contact Survey 1st Quarter (2014) Summary Report
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WEIGHTED 1st QUARTER RESULTS Year 2014
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=56)
OTHER Yes No
1 2
Q2a Easy to determine phone # to call 85.2% 14.8%
Q2b MSD Customer Service Ctr open 100.0% 0.0%
Q2c Time waited to speak was acceptable 98.2% 1.8%
Q2d Employee was tech competent 94.1% 5.9%
Q2e Employee was courteous 94.6% 5.4%
Q2f Employee treated you with respect 94.6% 5.4%
Q2g What was needed to address concern 83.0% 17.0%
Q2h Employee resolved question/concern 96.4% 3.6%
If NO to Q2h ask Q2j and Q2k
Q2j Any followup regarding issue status 0.0% 100.0%
MSD Post Contact Survey 1st Quarter (2014) Summary Report
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WEIGHTED 1st QUARTER RESULTS Year 2014
Q3. 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 86.2% 0.9% 43.6%
2=No 13.8% 99.1% 56.4%
Q3a. Did the MSD employees complete the service?
Q3a MSD employees completed service Number Percent
1=Yes 174 88.3 %
2=No 14 7.1 %
3=Not sure 9 4.6 %
Total 197 100.0 %
MSD Post Contact Survey 1st Quarter (2014) Summary Report
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WEIGHTED 1st QUARTER RESULTS Year 2014
Q4. Based on your experience with the employees who visited your home or neighborhood, please answer
the following questions. [OVERALL FIELD SERVICE]
(N=196)
OVERALL FIELD SERVICE Yes No
1 2
Q4a Did MSD employee arrive on time 93.0% 7.0%
Q4b MSD employee appearance professional 97.1% 2.9%
Q4c Employee technically competent 93.5% 6.5%
Q4d Was MSD employee courteous 94.4% 5.6%
Q4e Repairs/service improvement timely 71.3% 28.8%
Q4f What was needed to address concern 71.8% 28.2%
Q4g Employee resolved issue or concern 82.1% 17.9%
if NO to Q4g ask Q4i and Q4h
q4i Any followup regarding issue status 21.2% 78.8%
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WEIGHTED 1st QUARTER RESULTS Year 2014 Q4h. Why not? [F=Field Service] Survey type Work Order Number Service Area Grouped problem Code Crew Member #1 Department Responsible Q4h If not why F 2447352 GR 2 Webb Maintenance said wasnt msd problem F 2448882 MI 2 klages Maintenance still nothing done F 2448888 GR 3 Gassner Maintenance not sure what if anything happend F 2449590 MI 2 mullen Maintenance said not there problem F 2454741 MI 4 wilson construction still working on it F 2459689 MI 4 Johnson Maintenance no the fix the problem and it still is F 2460932 MI 4 Johnson Maintenance fixed nothing still has a gas oder F 2464779 GR 2 Rothlisberger Maintenance not msd prob F 2471261 MI 3 Goodwin Maintenance hes not sure never checked F 2486044 SU 3 Vollmer Maintenance said not msd problem F 2486853 MI 2 Daily jr Maintenance not an msd prob F 2497205 SU 2 Davis Maintenance still have problem on the strret F 2498369 MI 3 franks Maintenance never fixed problem F 2514155 SU 2 Davis Maintenance still having same problem F 2519095 GR 1 jourdain Construction, Maintenance havent fixed yet weather pending F 2525593 SU 2 Davis Maintenance just told me who I needed to call. F 2528615 GR 1 Jourdain Construction, Maintenance The problem seems to be reslove F 2543643 MI 4 Daily Jr Maintenance they were rude and didn't answer me MSD Post Contact Survey1st Quarter (2014) Summary ReportETC Institute29
WEIGHTED 1st QUARTER RESULTS Year 2014
Q4. Based on your experience with the employees who visited your home or neighborhood, please answer
the following questions. [CAVE-INS ONLY]
(N=44)
CAVE IN Yes No
1 2
Q4a Did MSD employee arrive on time 93.9% 6.1%
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 57.1% 42.9%
Q4f What was needed to address concern 79.3% 20.7%
Q4g Employee resolved issue or concern 65.7% 34.3%
if NO to Q4g ask Q4i and Q4h
q4i Any followup regarding issue status 28.6% 71.4%
MSD Post Contact Survey 1st Quarter (2014) Summary Report
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WEIGHTED 1st QUARTER RESULTS Year 2014
Q4. Based on your experience with the employees who visited your home or neighborhood, please answer
the following questions. [WATER BACKUP ONLY]
(N=49)
WATER BACKUP Yes No
1 2
Q4a Did MSD employee arrive on time 95.2% 4.8%
Q4b MSD employee appearance professional 96.7% 3.3%
Q4c Employee technically competent 92.9% 7.1%
Q4d Was MSD employee courteous 89.3% 10.7%
Q4e Repairs/service improvement timely 65.0% 35.0%
Q4f What was needed to address concern 75.8% 24.2%
Q4g Employee resolved issue or concern 86.7% 13.3%
if NO to Q4g ask Q4i and Q4h
q4i Any followup regarding issue status 0.0% 100.0%
MSD Post Contact Survey 1st Quarter (2014) Summary Report
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WEIGHTED 1st QUARTER RESULTS Year 2014
Q4. Based on your experience with the employees who visited your home or neighborhood, please answer
the following questions. [STORMWATER]
(N=57)
STORMWATER Yes No
1 2
Q4a Did MSD employee arrive on time 90.5% 9.5%
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 85.4% 14.6%
Q4f What was needed to address concern 70.8% 29.2%
Q4g Employee resolved issue or concern 85.1% 14.9%
if NO to Q4g ask Q4i and Q4h
q4i Any followup regarding issue status 0.0% 100.0%
MSD Post Contact Survey 1st Quarter (2014) Summary Report
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WEIGHTED 1st QUARTER RESULTS Year 2014
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=44)
OTHER Yes No
1 2
Q4a Did MSD employee arrive on time 92.3% 7.7%
Q4b MSD employee appearance professional 90.5% 9.5%
Q4c Employee technically competent 90.0% 10.0%
Q4d Was MSD employee courteous 88.2% 11.8%
Q4e Repairs/service improvement timely 73.8% 26.2%
Q4f What was needed to address concern 56.5% 43.5%
Q4g Employee resolved issue or concern 86.4% 13.6%
if NO to Q4g ask Q4i and Q4h
q4i Any followup regarding issue status 50.0% 50.0%
MSD Post Contact Survey 1st Quarter (2014) Summary Report
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WEIGHTED 1st QUARTER RESULTS Year 2014
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 --- Jami Miller did their job in a timely manner.
B --- Jeanette Streater doing a good job
B --- Emily Lopez everything was good
B --- Emily Lopez everything was great
B --- Angelica Rivas- Diaz handled my bill
B --- Alesha Gardner Helped with 2 accounts.
B --- Emily Lopez It's a very needed entity
B --- Felicia Yancey it was ok
B --- Sheila Bowers Nice
B --- Emily Lopez Resolved the issue.
B --- Alesha Gardner They address my concern
B --- Felicia Yancey They answered my questions.
B --- Emily Lopez They are polite.
B --- Emily Lopez They are very nice and
informative.
B --- Alesha Gardner They listen and explain.
B --- NaTasha M. Bishop they responded to my
maintenance call
B --- Debra Carter They were corteous
B --- Angelica Rivas-Diaz They were courteous.
B --- Tunisia Huddleston They were very nice
B --- Angelica Rivas-Diaz They were very nice.
B --- Emily Lopez They were very pleasant to
speak to.
B --- Jaime Dixson they were competent
B --- Caroll Rogers they were courteous
B --- Caroll Rogers they were helpful
B --- Jami Miller They worked out a payment plan.
B --- Jeanette Streater Took care of business.
B --- Crystal McCollum very courteous
B --- Tunisia Huddleston Very Fast and nice
MSD Post Contact Survey 1st Quarter (2014) Summary Report
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WEIGHTED 1st QUARTER RESULTS Year 2014
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 --- Emily Lopez Very nice
B --- Sheila Bowers Very Professional
B --- Jacqueline Gosset were courteous
MSD Post Contact Survey 1st Quarter (2014) Summary Report
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WEIGHTED 1st QUARTER RESULTS Year 2014
Q5. Did MSD or any of its employees do anything you really LIKED? [F=Field Service]
Survey type
Service
Area
Grouped
problem
Code
Crew Member #1
Department Responsible
Q5 Really LIKED
F GR 2 Webb Maintenance at first prompt
F GR 3 Vilchis Maintenance being promt helpful
F GR 1 Thiel Maintenance best exsperice ever
F GR 2 Furlow Maintenance cant ask for better service
F GR 2 Vilchis Maintenance fast responce
F GR 2 Theil Maintenance fast response
F GR 3 Webb Maintenance Fixed sewer
F GR 1 Jourdain Construction, Maintenance Fixed the problem.
F GR 1 jourdain Construction, Maintenance got out there in a timly
manner.
F GR 2 Bixler Maintenance handled it great
F GR 2 Furlow Maintenance just clear commuincation
F GR 2 Vilchis Maintenance just did what suposed to
and left a note
F GR 2 D'Angelo Maintenance just showed up quick
F GR 1 Alonzo Construction, Maintenance marked off until had time
to repair
F GR 2 Vilchis Maintenance promt time and explained
to him in detail
F GR 2 Vilchis Maintenance responded quick very nice
F GR 2 Vilchis Maintenance Sent someone to check out
the problem
F GR 4 boyd Maintenance shocked came out so quick
F GR 4 Furlow Maintenance Showed up
F GR 1 rousseau Construction, Maintenance showed up at first quick
F GR 4 not listed Maintenance showed up to check her
stuff was great
F GR 2 Wynn Maintenance They are fixing the issue
F GR 2 --- Maintenance They were very courteous
and respectful
MSD Post Contact Survey 1st Quarter (2014) Summary Report
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WEIGHTED 1st QUARTER RESULTS Year 2014
Q5. Did MSD or any of its employees do anything you really LIKED? [F=Field Service]
Survey type
Service
Area
Grouped
problem
Code
Crew Member #1
Department Responsible
Q5 Really LIKED
F GR 2 Webb Maintenance they were prompt at the
start
F GR 2 Vilchis Maintenance they were very professil
above and beyond
F GR 2 Vilchis Maintenance very helpful
F GR 2 Vilchis Maintenance Very nice
F GR 2 Vilchis Maintenance very nice helpful
F GR 1 Alonzo Construction, Maintenance very nice to talk to
F GR 2 Vilchis Maintenance very timley and polite
F GR 2 Bixler Maintenance was very nice and helped
her out
F MI 2 Harbour Maintenance Came out late at night to
fix problem
F MI 2 Daily jr Maintenance came very soon
F MI 1 james Maintenance did it quick and do
F MI 4 Daily jr Maintenance did there job reported back
to him
F MI 2 Daily Maintenance Finished early.
F MI 2 Johnson Maintenance first flood did great this
time not so much
F MI 4 Johnson Maintenance Fixed the problem.
F MI 2 Ferguson Maintenance Gave information about a
program
F MI 2 Willis Maintenance it was fine
F MI 2 Johnson Maintenance It was ok
F MI 4 Johnson Maintenance kept him updated
F MI 2 klages Maintenance listen to problem
F MI 2 Johnson Maintenance nice communicated with
plumber got it done.
F MI 2 Daily jr Maintenance quick
MSD Post Contact Survey 1st Quarter (2014) Summary Report
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WEIGHTED 1st QUARTER RESULTS Year 2014
Q5. Did MSD or any of its employees do anything you really LIKED? [F=Field Service]
Survey type
Service
Area
Grouped
problem
Code
Crew Member #1
Department Responsible
Q5 Really LIKED
F MI 4 James Maintenance Respond quickly
F MI 4 --- Construction, Maintenance responded quickly
F MI 2 Johnson Maintenance They came out the same
day.
F MI 3 Willis Maintenance They responded quickly.
F MI 4 Johnson Maintenance They took care of problem
F MI 4 Johnson Maintenance They were quick.
F MI 2 Johnson Maintenance They were very fast
F MI 2 Johnson Maintenance They where very fast
F MI 3 Booker Maintenance Took care of everything
F MI 4 wilson construction trying hard
F MI 2 Willis Maintenance Very helpful
F MI 2 mullen Maintenance very helpful
F MI 4 Daily jr Maintenance very nice
F MI 2 Johnson Maintenance very professinol
F MI 4 Daily JR. Maintenance Very responses to the
issues
F MI 3 franks Maintenance was done propt and prof
F SU 1 nichols Maintenance always come out and do
good job
F SU 3 Vollmer Maintenance Cleaned out the drain.
F SU 2 Davis Maintenance did good job
F SU 4 Davis Maintenance did normal thing
F SU 4 Davis Maintenance did they job
F SU 2 Harwell Maintenance fast response
MSD Post Contact Survey 1st Quarter (2014) Summary Report
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WEIGHTED 1st QUARTER RESULTS Year 2014
Q5. Did MSD or any of its employees do anything you really LIKED? [F=Field Service]
Survey type
Service
Area
Grouped
problem
Code
Crew Member #1
Department Responsible
Q5 Really LIKED
F SU 2 Davis Maintenance I'm happy they came right
away
F SU 4 Vollmer Maintenance It was fine
F SU 3 knackstedt Maintenance just did good
F SU 3 knackstedt Maintenance just promt attention
F SU 1 Harwell Construction listen to problem
F SU 4 Davis Maintenance put cones out all around.
F SU 3 Harwell Maintenance put cover over it
F SU 3 adams Maintenance quickly to arive
F SU 2 Harwell Maintenance showed up in timley
manner
F SU 2 Davis Maintenance They answered all my
questions
F SU 3 Voegtli Maintenance They did a good job overall
F SU 3 Voegtli Maintenance They fixed the problem
fast.
F SU 4 Knackstedt Maintenance They help me out a lot.
F SU 2 Harwell Maintenance They quick and fast about
there work.
F SU 3 Vollmer Maintenance They where fast with the
job they did.
F SU 2 Davis Maintenance told me what they were
gonna do.
F SU 4 Davis Maintenance Very Fast and liked how
they left a note at the door
F SU 3 Rowland Maintenance, Engineering yes
MSD Post Contact Survey 1st Quarter (2014) Summary Report
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WEIGHTED 1st QUARTER RESULTS Year 2014 Q6. Did MSD or any of its employees do anything that you really DID NOT LIKE that you have not already mentioned? [B=Billing] Survey type Problem Description Contact Person Q6 DID NOT LIKE B --- Caroll Rogers be more clear B --- NaTasha M. Bishop billing me on a vacant property B --- Sheila Bowers didn't get answer? B --- Caroll Rogers didn't notify me when they turned off my water B --- Jami Miller Didnt let me talk to management B --- Jaime Dixson don't notify me on time B --- Debra Carter Haven't resolved the issue. B --- Alesha Gardner increasing my bill B --- Caroll Rogers left too many rocks on my yard B --- Sheila Bowers Make me pay too much B --- Alesha Gardner they didnt even want to speak to me B --- NaTasha M. Bishop they didnt return my call B --- Jaime Dixson they don't follow up B --- Tunisia Huddleston they were rude an wanted to debate B --- Alesha Gardner took a long time to respond B --- Felicia Yancey took a while to get a response B --- Emily Lopez Weren't helpful, didn't resolve issue. MSD Post Contact Survey1st Quarter (2014) Summary ReportETC Institute40
WEIGHTED 1st QUARTER RESULTS Year 2014 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] Survey type Work Order Number Service Area Grouped problem Code Crew Member #1 Q6 DID NOT LIKE F 2446647 SU 3 Harwell havent been back yet F 2459689 MI 4 Johnson didnt fix and its still a problem F 2459958 SU 1 nichols thing can complain about F 2460932 MI 4 Johnson have do thing gave run around F 2465465 MI 1 Johnson actions taking to problem F 2466591 SU 2 Davis thet didnt fix the problems F 2476667 SU 2 Davis had to call several times F 2486735 MI 2 Daily jr had to call back to get them out there F 2488417 SU 1 Harwell They still have t do anything to fix it F 2489109 MI 2 Willis the drain is still backing up?F 2497478 MI 2 harbour tore my house up F 2498369 MI 3 franks never followed up anything F 2523140 MI 1 Daily JR. haven't responded yet F 2532003 MI 3 Franks slow response F 2537581 SU 2 Davis Went to the wrong house. F 2538136 GR 4 Furlow show up F 2546809 SU 2 Harwell They never showed up! MSD Post Contact Survey1st Quarter (2014) Summary ReportETC Institute41
WEIGHTED 1st QUARTER RESULTS Year 2014 Q7. Can you think of any ways MSD can be more responsive to your needs? [B=Billing] Survey type Problem Description Contact Person Q7 Ways responsive B --- Jami Miller be a more efficient company B --- Caroll Rogers be more polite B --- Angelica Rivas- Diaz better notification system B --- Debra Carter Call back and respond to call. B --- NaTasha M. Bishop correct my problem B --- Emily Lopez Don't come out unless requested. B --- Shelia Bowers figure out the problems and respond B --- Caroll Rogers Fix my billing B --- Alesha Gardner follow up with the customers B --- Jaime Dixson get my bill corrected B --- Jeanette Streater get rid of the CEO B --- Caroll Rogers get rid of the answering machines B --- NaTasha M. Bishop get rid of the recordings B --- Tunisia Huddleston Help on the bill B --- Shelia Bowers help plan with the bill B --- Gidget lower my bills B --- Jeanette Streater Lower the bill or lower rate plan B --- Ramona Gordon lower the bill B --- Jaime Dixson lower the bill B --- Sheila Bowers lower the rates B --- Alesha Gardner Make bills more clear B --- Orlandos Humphrey make it easier to contact msd B --- NaTasha M. Bishop more people less computers B --- Angelica Rivas-Diaz Notify me if the bill hasn't been paid. B --- Jacqueline Gosset notify me what taxes im paying for msd B --- Angelica Rivas- Diaz notify me when something is wrong B --- Caroll Rogers notify when they shut off water MSD Post Contact Survey1st Quarter (2014) Summary ReportETC Institute42
WEIGHTED 1st QUARTER RESULTS Year 2014 Q7. Can you think of any ways MSD can be more responsive to your needs? [B=Billing] Survey type Problem Description Contact Person Q7 Ways responsive B --- Alesha Gardner Put whole bill on one bill. B --- NaTasha M. Bishop quicker follow up B --- Crystal McCollum resolve my issue quicker B --- Jaime Dixson Should do quarterly billing like before B --- Alesha Gardner they should respond better to customers B --- Alesha Gardner to help people who are on fixed income MSD Post Contact Survey1st Quarter (2014) Summary ReportETC Institute43
WEIGHTED 1st QUARTER RESULTS Year 2014 Q7. Can you think of any ways MSD can be more responsive to your needs? [F=Field Service] Survey type Work Order Number Service Area Grouped problem Code Crew Member #1 Department Responsible Q7 Ways responsive F 2446627 GR 1 Alonzo Construction, Maintenance maybe a follow up with advise on issie F 2446883 SU 4 Johnson Construction, Maintenance follow up when you say your going to F 2448882 MI 2 klages Maintenance complete project F 2466591 SU 2 Davis Maintenance replace the pipes stop raiseing the bill F 2476667 SU 2 Davis Maintenance follow up F 2488417 SU 1 Harwell Construction If they do something about it F 2488437 GR 4 not listed Construction, Maintenance fix problem and follow up with F 2492102 GR 2 Webb Maintenance fix problem F 2497205 SU 2 Davis Maintenance fix problem F 2497274 MI 2 Johnson Maintenance come out and see what the problem is F 2497513 SU 2 Johnson Maintenance Very Satisfied F 2499496 MI 2 Daily Jr. Maintenance Maybe be a little more helpful. F 2501721 GR 1 rousseau Construction, Maintenance just fix or communicate. F 2502401 SU 1 Harwell Construction, Maintenance show up and problem is getting worse F 2502854 GR 1 Alonzo Maintenance fololow up casll F 2505717 MI 2 Johnson Maintenance Maybe could be more helpful F 2514713 GR 4 Davis Maintenance followed MSD Post Contact Survey1st Quarter (2014) Summary ReportETC Institute44
WEIGHTED 1st QUARTER RESULTS Year 2014 Q7. Can you think of any ways MSD can be more responsive to your needs? [F=Field Service] Survey type Work Order Number Service Area Grouped problem Code Crew Member #1 Department Responsible Q7 Ways responsive F 2523140 MI 1 Daily JR. Construction, Maintenance follow up with customers F 2525593 SU 2 Davis Maintenance I felt like they could of done more. F 2527898 SU 2 Davis Maintenance Send someone out F 2528615 GR 1 Jourdain Construction, Maintenance They could come back and fill the hole. F 2532514 SU 2 Mullen Maintenance lower prices F 2537558 GR 1 Jourdain Construction, Maintenance Keep up to date on status. F 2538136 GR 4 Furlow Maintanice show up and folow up F 2541946 SU 3 Rowland Maintenance< engineering Follow up with your customers F 2546809 SU 2 Harwell Maintenance Stick to their word MSD Post Contact Survey1st Quarter (2014) Summary ReportETC Institute45
WEIGHTED 1st QUARTER RESULTS Year 2014 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 service Billing Cave In Water Backup Storm water Other Billing Total 50.0% 50.0% 12.0% 12.4% 13.1% 12.4% 50.0% 100.0% Q8a Quality service by employee on phone Completely satisfied 58.8% 52.6% 54.3% 62.5% 59.3% 58.2% 52.6% 55.7% 09 9.3% 14.9% 4.3% 7.1% 13.6% 10.9% 14.9% 12.1% 08 15.7% 18.1% 17.4% 7.1% 20.3% 18.2% 18.1% 16.9% 07 5.1% 4.7% 6.5% 7.1% 3.4% 3.6% 4.7% 4.9% 06 0.9% 1.9% 0.0% 1.8% 0.0% 1.8% 1.9% 1.4% 05 2.3% 3.7% 0.0% 3.6% 0.0% 5.5% 3.7% 3.0% 04 3.2% 0.0% 8.7% 3.6% 0.0% 1.8% 0.0% 1.6% 03 0.9% 1.4% 0.0% 3.6% 0.0% 0.0% 1.4% 1.2% 02 2.8% 0.5% 8.7% 0.0% 3.4% 0.0% 0.5% 1.6% Not at all satisfied 0.9% 2.3% 0.0% 3.6% 0.0% 0.0% 2.3% 1.6% Don't know 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% Mean 8.7 8.7 8.2 8.5 9.1 9.0 8.7 8.7SD 2.1 2.0 2.6 2.5 1.6 1.6 2.0 2.0MSD Post Contact Survey1st Quarter (2014) Summary ReportETC Institute46
WEIGHTED 1st QUARTER RESULTS Year 2014 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 service Billing Cave In Water Backup Storm water Other Billing Total 50.0% 50.0% 12.0% 12.4% 13.1% 12.4% 50.0% 100.0% Q8b Quality service--home service call Completely satisfied 71.3% 50.0% 60.0% 76.5% 75.7% 69.2% 50.0% 70.6% 09 7.4% 25.0% 0.0% 8.8% 10.8% 7.7% 25.0% 7.9% 08 9.8% 0.0% 24.0% 2.9% 2.7% 15.4% 0.0% 9.5% 07 4.1% 0.0% 8.0% 0.0% 5.4% 3.8% 0.0% 4.0% 06 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 05 1.6% 25.0% 8.0% 0.0% 0.0% 0.0% 25.0% 2.4% 04 0.8% 0.0% 0.0% 2.9% 0.0% 0.0% 0.0% 0.8% 03 0.8% 0.0% 0.0% 2.9% 0.0% 0.0% 0.0% 0.8% 02 1.6% 0.0% 0.0% 0.0% 5.4% 0.0% 0.0% 1.6% Not at all satisfied 2.5% 0.0% 0.0% 5.9% 0.0% 3.8% 0.0% 2.4% Don't know 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% Mean 9.1 8.5 8.9 8.9 9.2 9.2 8.5 9.0SD 2.0 2.4 1.6 2.6 1.9 1.9 2.4 2.0MSD Post Contact Survey1st Quarter (2014) Summary ReportETC Institute47
WEIGHTED 1st QUARTER RESULTS Year 2014 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 service Billing Cave In Water Backup Storm water Other Billing Total 50.0% 50.0% 12.0% 12.4% 13.1% 12.4% 50.0% 100.0% Q8c Overall quality of MSD service Completely satisfied 55.2% 45.4% 39.1% 56.4% 64.9% 57.4% 45.4% 50.2% 09 12.3% 18.5% 10.9% 7.3% 17.5% 13.0% 18.5% 15.4% 08 9.9% 16.2% 8.7% 7.3% 7.0% 16.7% 16.2% 13.1% 07 2.8% 7.9% 4.3% 3.6% 0.0% 3.7% 7.9% 5.4% 06 1.4% 2.3% 4.3% 1.8% 0.0% 0.0% 2.3% 1.9% 05 5.2% 4.2% 4.3% 9.1% 3.5% 3.7% 4.2% 4.7% 04 1.4% 0.9% 0.0% 5.5% 0.0% 0.0% 0.9% 1.2% 03 0.0% 2.3% 0.0% 0.0% 0.0% 0.0% 2.3% 1.2% 02 3.8% 0.0% 8.7% 1.8% 3.5% 1.9% 0.0% 1.9% Not at all satisfied 8.0% 2.3% 19.6% 7.3% 3.5% 3.7% 2.3% 5.1% Don't know 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% Mean 8.2 8.5 6.7 8.0 8.9 8.8 8.5 8.4SD 2.9 2.0 3.7 2.9 2.3 2.2 2.0 2.5MSD Post Contact Survey1st Quarter (2014) Summary ReportETC Institute48
WEIGHTED 1st QUARTER RESULTS Year 2014
Q9. Do you own or rent your current residence?
Q9 Do you own/rent your current residence Number Percent
1=Own 421 93.6 %
2=Rent 21 4.7 %
9=Refuse 8 1.8 %
Total 450 100.0 %
Q10. Which of the following BEST describes your home?
Q10 Which best describes your home Number Percent
1=Single family 417 93.7 %
2=Duplex-Triplex 14 3.1 %
3=Apt/Condo 12 2.7 %
4=Mobile home 1 0.2 %
5=Other 1 0.2 %
Total 445 100.0 %
Q11. How many years old is your home?
Q11 How many years old is your home Number Percent
1=Less than 5 3 0.7 %
2=5-10 years 11 2.5 %
3=11-20 years 23 5.3 %
4=More than 20 years 400 91.5 %
Total 437 100.0 %
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 77 17.7 %
2=5 to 10 years 68 15.7 %
3=11 to 20 years 77 17.7 %
4=More than 20 years 212 48.8 %
Total 434 100.0 %
MSD Post Contact Survey 1st Quarter (2014) Summary Report
ETC Institute 49
Section 4: Survey Instrument
MSD Post Contact Survey 1st Quarter (2014) Summary Report
ETC Institute 50
ETC #: _____________ Phone: _____________________ Interview Date: _____________ Interviewer: ___________
Problem Code (print description): _________________________________ MSD Acct. #: _______________________
Check appropriate Problem Code:
___ (51) Application for Reduction Fact ___ (61) Credit Letter Request
___ (52) Bill Copy Request ___ (62) Customer Called
___ (53) Billing Inquiry ___ (63) EFT Inquiry/Request
___ (54) Billing Team Research ___ (64) Group Bill Research-Collection
___ (55) Call to Customer ___ (65) Move In-Customer Call
___ (56) Change Customer/Acct Info ___ (66) Move Out-Customer Call
___ (57) Change Owner Info ___ (67) Promised Payment
___ (58) Complaint ___ (68) Request for Statement of Acct
___ (59) Compliment ___ (69) Request Literature
___ (60) Credit Balance Refund Request ___ (99) OTHER
2014 MSD Post Contact Survey – BILLING
This is _____________________. I am callin g from ETC Institute on behalf of the Metropolitan St.
Louis Sewer District, also known as MSD. We would like your feedback about your recent experience
with MSD to help improve the quality o f customer service. Do you have a moment to answ er a few
questions?
1. Which of the follow ing describes the PRIMARY reason you had contact with an MSD employee
during the past 60 days: [Interview: If no contact was made, discontinue survey.]
___(1) Billing related issue or to get information – did not involve a service call to your home or
neighborhood?
___(2) Maintenance related problem with service - did involve a service call to your home or
neighborhood?
___(3) Other: _____________________
2.Did you call MSD for any reason in the past 60 days? __(1) Yes - continue __(2) No – skip to #3
2.[IF YES – ASK 2A-2G] Based on your experience with the employees you spoke with by
phone, please answer the following questions. [If applicable: I will ask you to rate employees who
may have visited your home for service call separately]
YES NO (A) Was it fairly easy for you to determine what phone number to call to get help from
the appropriate individual at MSD?
YES NO (B) Was MSD's customer service center open at the time you needed to call?
YES NO (C) Was the length of time you waited to speak to an employee who could help you
acceptable?
YES NO (D) Was the employee you spoke with technically competent and knowledgeable?
YES NO (E) Was the employee you spoke with courteous?
YES NO (F) Did the employee you spoke with treat you with respect?
YES NO (G) Did the employee you spoke with by phone tell you what would be required to
addresses your concern and approximately how long it would take MSD to resolve?
YES NO (H) Did the employee you spoke with by phone adequately help you resolve your
question or concern?
ASK I- J ONLY IF NO TO Q 2H
(I) Why Not (be specific)? _______________________________________________
_______________________________________________________________________
YES NO (J) Has anyone followed-up with you since you originally spoke with someone at MSD
by phone regarding this issue?
51
3. Did MSD employees make a service call to your home or neighborhood in the past 60 days?
___(1) Yes - continue ___(2) No – skip to #5
3a. Did MSD employees complete the service?
___(1) Yes – continue ___(2) No – skip to #5 ___(3) Not sure – skip to #5
4. [IF YES – ASK 4A-4F] Based on your experience with the employee(s) who visited your
home or neighborhood, please answer the following questions.
YES NO (A) Did MSD employee arrive on time or within timeframe you expected?
YES NO (B) Was the MSD employee’s appearance professional?
YES NO (C) Was the MSD employee technically competent and knowledgeable?
YES NO (D) Was the MSD employee courteous?
YES NO (E) Were repairs or service improvements made in a timely manner?
YES NO (F) Did the employee who visited your home tell you what would be required to
addresses your concern and approximately how long it would take MSD to resolve? YES NO (G) Did the employee who visited your home adequately help you resolve your issue or concern? ASK H- I ONLY IF NO TO Q3G
(H) Why Not (be specific)? _______________________________________________
YES NO (I) Has anyone followed-up with you since the employee visited your home to provide
You with the status of your issue?
5. Did MSD or any of its employees do anything you really LIKED?
_____________________________________________________________________
6. Did MSD or any of its employees do anything they you really DID NOT LIKE that you have not
already mentioned?
_____________________________________________________________________
7. Can you think of any ways that MSD can be more responsive to your needs?
_____________________________________________________________________
8. Using a 10-point scale where “10” me ans completely satisfied and “1” means not satisfied at all,
please rate MSD’s overall performance in the following areas based on the interaction you had with
MSD in the past 60 days. Completely Not Satisfied Don't
How satisfied are you with: Satisfied At All Know
(A) Quality of service provided by employees
who helped you on the phone ......................... 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
____(2) Duplex-Triplex
____(3) Apartment/Condo
____(4) Mobile home
____(5) Other
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.
Contact Person: _________________________________
52
ETC #: _____________ Phone: _____________________ Interview Date: _____________ Interviewer: ___________
Problem Code (print description): _________________________________ Dept. Resp. : ____________________________
Check appropriate Problem Code:
___ (01) BLOCKED CREEKS/INSPECTION ___ (14) MISSING COVER
___ (02) BLOCKED INLET ___ (15) ODOR PROBLEMS
___ (03) BROKEN PIPE ___ (16) OTHER/MISCELLANEOUS
___ (04) BROKEN STONE ___ (17) SEEPAGE
___ (05) CAVE-IN ___ (18) SEWAGE/OVERFLOW
___ (06) CHECK MAIN ___ (19) SEWER SEPARATION PROGRAM
___ (07) CHECK MAIN HAD ___ (20) STONE OUT
___ (08) EROSION ___ (21) STORM WATER PROBLEM
___ (09) FLOODED STREETS ___ (22) VENT PIPE OVERFLOWING
___ (10) LEAKING/LOOSE FRAME ___ (23) VERIFY CONNECTION
___ (11) LOCATE MANHOLE/MAIN/FORCE MAIN ___ (24) WATER BACK UP
___ (12) MANHOLE ABOVE/BELOW GRADE ___ (99) OTHER
___ (13) MANHOLE OVERFLOWING
2014 MSD Post Contact Survey – FIELD SERVICE
This is _____________________. I am callin g from ETC Institute on behalf of the Metropolitan St.
Louis Sewer District, also known as MSD. We would like your feedback about your recent experience
with MSD to help improve the quality o f customer service. Do you have a moment to answ er a few
questions?
1. Which of the follow ing describes the PRIMARY reason you had contact w ith an MSD employee
during the past 60 days: [Interview: If no contact was made, discontinue survey.]
___(1) Billing related issue or to get information – did not involve a service call to your home or
neighborhood?
___(2) Maintenance related problem with service - did involve a service call to your home or
neighborhood?
___(3) Other: _____________________
2.Did you call MSD for any reason in the past 60 days? __(1) Yes - continue __(2) No – skip to #3
2.[IF YES – ASK 2A-2G] Based on your experience with the employees you spoke with by
phone, please answer the following questions. [If applicable: I will ask you to rate employees who
may have visited your home for service call separately]
YES NO (A) Was it fairly easy for you to determine what phone number to call to get help from
the appropriate individual at MSD?
YES NO (B) Was MSD's customer service center open at the time you needed to call?
YES NO (C) Was the length of time you waited to speak to an employee who could help you
acceptable?
YES NO (D) Was the employee you spoke with technically competent and knowledgeable?
YES NO (E) Was the employee you spoke with courteous?
YES NO (F) Did the employee you spoke with treat you with respect?
YES NO (G) Did the employee you spoke with by phone tell you what would be required to
addresses your concern and approximately how long it would take MSD to resolve?
YES NO (H) Did the employee you spoke with by phone adequately help you resolve your
question or concern?
ASK I- J ONLY IF NO TO Q 2H
(I) Why Not (be specific)? _______________________________________________
_______________________________________________________________________
YES NO (J) Has anyone followed-up with you since you originally spoke with someone at MSD
by phone regarding this issue?
53
3. Did MSD employees make a service call to your home or neighborhood in the past 60 days?
___(1) Yes - continue ___(2) No – skip to #5
3a. Did MSD employees complete the service?
___(1) Yes – continue ___(2) No – skip to #5 ___(3) Not sure – skip to #5
4. [IF YES – ASK 4A-4F] Based on your experience with the employee(s) who visited your
home or neighborhood, please answer the following questions.
YES NO (A) Did MSD employee arrive on time or within timeframe you expected?
YES NO (B) Was the MSD employee’s appearance professional?
YES NO (C) Was the MSD employee technically competent and knowledgeable?
YES NO (D) Was the MSD employee courteous?
YES NO (E) Were repairs or service improvements made in a timely manner?
YES NO (F) Did the employee who visited your home tell you what would be required to
addresses your concern and approximately how long it would take MSD to resolve? YES NO (G) Did the employee who visited your home adequately help you resolve your issue or concern? ASK H- I ONLY IF NO TO Q3G
(H) Why Not (be specific)? _______________________________________________
YES NO (I) Has anyone followed-up with you since the employee visited your home to provide
You with the status of your issue?
5. Did MSD or any of its employees do anything you really LIKED?
_____________________________________________________________________
6. Did MSD or any of its employees do anything they you really DID NOT LIKE that you have not
already mentioned?
_____________________________________________________________________
7. Can you think of any ways that MSD can be more responsive to your needs?
_____________________________________________________________________
8. Using a 10-point scale where “10” me ans completely satisfied and “1” means not satisfied at all,
please rate MSD’s overall performance in the following areas based on the interaction you had with
MSD in the past 60 days. Completely Not Satisfied Don't
How satisfied are you with: Satisfied At All Know
(A) Quality of service provided by employees
who helped you on the phone ...................... 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
____(2) Duplex-Triplex
____(3) Apartment/Condo
____(4) Mobile home
____(5) Other
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:__________________________________
54
725 W. Frontier Circle
Olathe, KS 66061
(913) 829- 1215
July 2014
2014 Post Contact Survey
2nd Quarter Results
Conducted for
Metropolitan St. Louis Sewer
District
Final Report
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 ..................................................... 62
i
Executive Summary
Purpose and Methodology
ETC Institute conducted a post-contact survey for the Metropolitan St. Louis Sewer District
during the 2nd quarter of 2014. The survey was administered by phone to a random sample of
451 customers who had contacted MSD for either a billing issue or maintenance problem.
The survey was administered to a minimum of 75 clients randomly selected from billing records
and 75 clients randomly selected from field service (Hanson) records each month. The overall
results of the survey for this quarter have a precision of at least +/-4.6% at the 95% level of
confidence. The results of the individual billing and field service (Maximo) sub-samples have a
precision of at least +/-6.5% at the 95% level of confidence for this quarter. Since the type of
field service calls varied widely from one quarter to the next, ETC Institute weighted the field
service responses so that each of the four types of calls were equal for the results shown in this
report. The four types of field service calls were: 1) Cave In, 2) Water Backup, 3) Stormwater,
and 4) Other (all other calls).
This report contains:
An executive summary of the methodology
Charts depicting the overall results of the survey
GIS map showing location of respondents
Tabular data for the results by Billing, Field Service (Maximo) and overall
A copy of the survey instrument
BILLING
Customers’ Experience with BILLING Employees who made a call by phone. Based on
customers’ experience with billing employees who made a service call by phone during the
2nd quarter of 2014, 95% of respondents reported that the length of time to wait to speak to
an employee was acceptable. This is significantly higher than last quarter when 92% of
respondents indicated that the wait was acceptable.
ii
FIELD SERVICE
Customers’ Experience with Employees Making a Field Service Call Remains High.
Based on the Customers’ experience with employees making a field service call to their
home/neighborhood, 7 out of 7 categories increased over the past quarter. Areas that had
significant increases (+/- 3%) included:
Repairs were made in a timely manner (+25%)
Employee told what would be required to address concerns and time it would take
(+7%)
Employee resolved the customers question or concern (+6%)
Employee was courteous (+5%)
Employee was technically competent (+5%)
Employee arrived at the expected time (+3%)
Current Overall Mean Satisfaction Ratings (2nd Quarter 2014)
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 8.70 (+.0 from last quarter).
2nd Quarter 2014 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 8.00 (‐.70 from last quarter).
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 (‐.40 from last quarter).
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 8.30 (‐.20 from last quarter).
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 7.70 (‐.50 from last
quarter).
2ndQuarter 2013 Mean Satisfaction Rating was 7.60
Section 1: Charts and Graphs
-1-
227 225
Number of Surveys
0
50
100
150
200
250
Field Service Billing
Number of Post Contact Surveys Conducted by Type
Total = 450
49.8%50.2%
Source: ETC Institute (Post-Contact Survey - 2nd Quarter 2014)
227 225
Number of Surveys
0
50
100
150
200
250
Maintenance Problem Billing Issue
Q1: What Was the Primary Reason You Had Contact
with an MSD Employee During the Past 60 Days?
50.2%49.8%
Source: ETC Institute (Post-Contact Survey - 2nd Quarter 2014)
-2-
88%
94%
94%
91%
93%
96%
57%
79%
93%
96%
95%
92%
97%
98%
85%
83%
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
0% 25% 50% 75% 100%
Field Service Billing
Q2: Customers' Experience with Employees by Phone
By Type of Contact
2nd Quarter 2014
mean percentage of "yes" responses for respondents who called MSD
Source: ETC Institute (Post-Contact Survey - 2nd Quarter 2014)
Trend Data
Q2: Customers' Experience with Field Service
Employees by Phone
3rd Qtr 2013 through 2nd Qtr 2014
mean percentage of "yes" responses for respondents who called MSD
91%
95%
95%
92%
94%
95%
69%
80%
93%
97%
98%
95%
97%
96%
84%
94%
89%
98%
98%
95%
96%
96%
79%
92%
88%
94%
94%
91%
93%
96%
57%
79%
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
0% 20% 40% 60% 80% 100%
3rd Qtr 2013 4th Qtr 2013 1st Qtr 2014 2nd Qtr 2014
Source: ETC Institute (Post-Contact Survey - 2nd Quarter 2014)
-3-
Trend Data
Q2: Customers' Experience with Billing Employees
by Phone
3rd Qtr 2013 through 2nd Qtr 2014
mean percentage of "yes" responses for respondents who called MSD
93%
98%
95%
93%
96%
96%
89%
85%
93%
97%
91%
94%
96%
96%
88%
84%
91%
95%
92%
95%
97%
97%
87%
89%
93%
96%
95%
92%
97%
98%
85%
83%
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
0% 20% 40% 60% 80% 100%
3rd Qtr 2013 4th Qtr 2013 1st Qtr 2014 2nd Qtr 2014
Source: ETC Institute (Post-Contact Survey - 2nd Quarter 2014)
mean percentage of "yes" responses by customers who received a service call (Maximo)
Trend Data
Q4: Customers' Experience with MSD Employee(s) Who
Made a Service Call to Home/Neighborhood
3rd Qtr 2013 through 2nd Qtr 2014
99%
100%
97%
97%
93%
84%
81%
94%
100%
96%
98%
73%
87%
72%
93%
97%
94%
94%
71%
72%
82%
96%
97%
99%
99%
96%
79%
88%
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
0% 20% 40% 60% 80% 100%
3rd Qtr 2013 4th Qtr 2013 1st Qtr 2014 2nd Qtr 2014
Source: ETC Institute (Post-Contact Survey - 2nd Quarter 2014)
-4-
Q8a: Satisfaction with the Overall Quality of Service
Provided over the Phone by Field Service
mean rating based on a 10-point scale where 1="not satisfied at all" and 10="completely satisfied"
8.50 8.30
8.70 8.70
8.00
2nd Qtr 2013 3rd Qtr 2013 4th Qtr 2013 1st Qtr 2014 2nd Qtr 2014
5.00
6.00
7.00
8.00
9.00
10.00
Trend Data
2nd Qtr 2013 through 2nd Qtr 2014
Source: ETC Institute (Post-Contact Survey - 2nd Quarter 2014)
Q8a: Satisfaction with the Overall Quality of Service
Provided over the Phone by Billing
mean rating based on a 10-point scale where 1="not satisfied at all" and 10="completely satisfied"
8.30
8.80 8.70 8.70 8.70
2nd Qtr 2013 3rd Qtr 2013 4th Qtr 2013 1st Qtr 2014 2nd Qtr 2014
5.00
6.00
7.00
8.00
9.00
10.00
Trend DataSource: ETC Institute (Post-Contact Survey - 2nd Quarter 2014)
2nd Qtr 2013 through 2nd Qtr 2014
-5-
7.60 7.50
8.20 8.20
7.70
2nd Qtr 2013 3rd Qtr 2013 4th Qtr 2013 1st Qtr 2014 2nd Qtr 2014
5.00
6.00
7.00
8.00
9.00
10.00
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"
Trend DataSource: ETC Institute (Post-Contact Survey - 2nd Quarter 2014)
2nd Qtr 2013 through 2nd Qtr 2014
8.00
8.50 8.50 8.50
8.30
2nd Qtr 2013 3rd Qtr 2013 4th Qtr 2013 1st Qtr 2014 2nd Qtr 2014
5.00
6.00
7.00
8.00
9.00
10.00
Q8c: Satisfaction with the Overall Quality of Service
Provided by MSD: BILLING ONLY
mean rating based on a 10-point scale where 1="not satisfied at all" and 10="completely satisfied"
Trend DataSource: ETC Institute (Post-Contact Survey - 2nd Quarter 2014)
2nd Qtr 2013 through 2nd Qtr 2014
-6-
7.80 8.00
8.30 8.40
8.00
2nd Qtr 2013 3rd Qtr 2013 4th Qtr 2013 1st Qtr 2014 2nd Qtr 2014
5.00
7.00
9.00
Q8c: Satisfaction with the Overall Quality of Service
Provided by MSD: ALL RESPONDENTS
mean rating based on a 10-point scale where 1="not satisfied at all" and 10="completely satisfied"
Trend DataSource: ETC Institute (Post-Contact Survey - 2nd Quarter 2014)
2nd Qtr 2013 through 2nd Qtr 2014
Q9: Do You Own or Rent Your Current Residence?
by percentage of respondents
Own
94%
Rent
5%
Not provided
1%
Source: ETC Institute (Post-Contact Survey - 2nd Quarter 2014)
-7-
Q10: Which of the Following Best Describes Your Home?
by percentage of respondents
Single family
95%
Duple-Triplex
3%
Apt/Condo
2%
Source: ETC Institute (Post-Contact Survey - 2nd Quarter 2014)
Q11: How Many Years Old is Your Home?
by percentage of respondents
Less than 5
1%
5-10 years
3%
11-20 years
5%
More than 20 years
91%
Source: ETC Institute (Post-Contact Survey - 2nd Quarter 2014)
-8-
Q12: How Many Years Have You Lived
in Your Current Home?
by percentage of respondents
Less than 5
21%
5-10 yrs
21%
11-20 yrs
19%
More than 20 yrs
39%
Source: ETC Institute (Post-Contact Survey - 2nd Quarter 2014)
-9-
Section 2: GIS Maps
-10-
Location of All Respondents
MSD Post Contact Survey
2nd Quarter Results (2014)
-11-
2nd
Quarter
Q8a: Satisfaction with the Overall Quality of Service
Provided over the Phone by Billing
-12-
2nd
Quarter
Q8a: Satisfaction with the Overall Quality of Service
Provided over the Phone by Maximo
-13-
2nd
Quarter
Q8c: Satisfaction with the Overall Quality of Service
Provided by MSD: BILLING ONLY
-14-
2nd
Quarter
Q8c: Satisfaction with the Overall Quality of Service
Provided by MSD: MAXIMO ONLY
-15-
Section 3: Tabular Data
-16-
WEIGHTED 2nd QUARTER RESULTS Year 2014 GROUPED PROBLEM CODE Grouped Problem Code - UNWEIGHTED Number Percent Cave In 74 8.2 % Water Backup 191 21.2 % Storm water 87 9.6 % Other 100 11.1 % Billing 450 49.9 % Total 902 100.0 % Grouped Problem Code - WEIGHTED Number Percent 1=Cave In 57 12.6 % 2=Water Backup 56 12.4 % 3=Storm water 59 13.1 % 4=Other 55 12.2 % B=Billing 225 49.8 % Total 452 100.0 % Survey month Number Percent April= 148 32.7 % May= 152 33.6 % June= 152 33.6 % Total 452 100.0 % Survey type Number Percent B=Billing 225 49.8 % F=Field service 227 50.2 % Total 452 100.0 % -17-
WEIGHTED 2nd QUARTER RESULTS Year 2014 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 225 49.8 % 2=Maintenance problem 227 50.2 % Total 452 100.0 % 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 452 100.0 % Total 452 100.0 % Q2. Based on your experience with the employees you spoke with by phone, please answer the following questions. (N=452) OVERALL Yes No 1 2 Q2a Easy to determine phone # to call 90.3% 9.7% Q2b MSD Customer Service Ctr open 94.9% 5.1% Q2c Time waited to speak was acceptable 94.3% 5.7% Q2d Employee was tech competent 91.6% 8.4% Q2e Employee was courteous 95.3% 4.7% Q2f Employee treated you with respect 96.6% 3.4% Q2g What was needed to address concern 70.3% 29.7% Q2h Employee resolved question/concern 80.9% 19.1% If NO to Q2h ask Q2j and Q2k Q2j Any followup regarding issue status 9.1% 90.9% -18-
WEIGHTED 2nd QUARTER RESULTS Year 2014 Q2i. Why not? [B=Billing] Survey type Problem Description Contact Person Q2i Why not? B --- Alesha Gardner Bad service. Wasn't pleased. B --- Alesha Gardner Billing collection. B --- Alesha Gardner didnt resolve issue, sent me to collections B --- Alesha Gardner they didnt give me the info i wanted B --- Angelica Rivas- Diaz I got double billed B --- Cynthia Womack Ended up having to call someone else. B --- Emily Lopez Couldn't explain why bill went up B --- Jacqueline Gosset they didnt know how to help me B --- Jaime Dixson Account information was never taken right B --- Jaime Dixson kept billing me for vacant property B --- Jeanette Streater Didn't resolve the issue. B --- Jeanette Streater they sent me to a collection agency B --- NaTasha M. Bishop didnt know the answers to my questions B --- NaTasha M. Bishop they still over billed me B --- Orlandos Humphrey never got a good answer B --- Sheila Bowers N/A no contact by phone B --- Sheila Bowers They called me B --- Shelia Bowers there is still an issue B --- Tiana Hilliard They say there's nothing they can do. -19-
WEIGHTED 2nd QUARTER RESULTS Year 2014 Q2i. Why not? [F=Field Service] Survey type Work Order Number Service Area Grouped problem Code Crew Member #1 Department Responsible Q2i Why not? F 2447308 MI 1 Johnson Construction They have not done anything about it F 2448882 MI 2 klages Maintenance didnt send anybody out F 2449590 MI 2 mullen Maintenance said have to send some one out F 2460932 MI 4 Johnson Maintenance no gave him the run around F 2488417 SU 1 Harwell Construction They shuffled me off to another number F 2502401 SU 1 Harwell Construction, Maintenance nobody has been out F 2504865 MI 1 Johnson Construction, Maintenance when she called the person was rude F 2537544 GR 4 Webb Construction, Maintenance they only sent me a letter with issue number F 2537558 GR 1 Jourdain Construction, Maintenance They are still working on it. F 2642738 MI 4 Vermillon Construction, Maintenance No because it's still flooding. F 2653671 MI 1 Daily Construction, Maintenance They didn't fix the problem. F 2653685 MI 3 Franks Maintenance She was very disrespectful and rude. -20-
WEIGHTED 2nd QUARTER RESULTS Year 2014 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 95.7% 4.3% Q2c Time waited to speak was acceptable 95.0% 5.0% Q2d Employee was tech competent 92.2% 7.8% Q2e Employee was courteous 97.3% 2.7% Q2f Employee treated you with respect 97.7% 2.3% Q2g What was needed to address concern 84.9% 15.1% Q2h Employee resolved question/concern 83.0% 17.0% If NO to Q2h ask Q2j and Q2k Q2j Any followup regarding issue status 5.1% 94.9% -21-
WEIGHTED 2nd QUARTER RESULTS Year 2014 Q2. Based on your experience with the employees you spoke with by phone, please answer the following questions. [Field service only] (N=227) FIELD SERVICE Yes No 1 2 Q2a Easy to determine phone # to call 87.9% 12.1% Q2b MSD Customer Service Ctr open 94.1% 5.9% Q2c Time waited to speak was acceptable 93.6% 6.4% Q2d Employee was tech competent 91.1% 8.9% Q2e Employee was courteous 93.3% 6.7% Q2f Employee treated you with respect 95.5% 4.5% Q2g What was needed to address concern 56.6% 43.4% Q2h Employee resolved question/concern 78.8% 21.2% If NO to Q2h ask Q2j and Q2k Q2j Any followup regarding issue status 12.2% 87.8% -22-
WEIGHTED 2nd QUARTER RESULTS Year 2014 Q2. Based on your experience with the employees you spoke with by phone, please answer the following questions. [Cave in only] (N=57) CAVE IN Yes No 1 2 Q2a Easy to determine phone # to call 83.6% 16.4% Q2b MSD Customer Service Ctr open 94.5% 5.5% Q2c Time waited to speak was acceptable 89.3% 10.7% Q2d Employee was tech competent 90.6% 9.4% Q2e Employee was courteous 89.5% 10.5% Q2f Employee treated you with respect 96.5% 3.5% Q2g What was needed to address concern 55.4% 44.6% Q2h Employee resolved question/concern 71.9% 28.1% If NO to Q2h ask Q2j and Q2k Q2j Any followup regarding issue status 12.5% 87.5% -23-
WEIGHTED 2nd QUARTER RESULTS Year 2014 Q2. Based on your experience with the employees you spoke with by phone, please answer the following questions. [Water backup only] (N=56) WATER BACKUP Yes No 1 2 Q2a Easy to determine phone # to call 92.7% 7.3% Q2b MSD Customer Service Ctr open 94.4% 5.6% Q2c Time waited to speak was acceptable 94.4% 5.6% Q2d Employee was tech competent 90.9% 9.1% 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 63.6% 36.4% Q2h Employee resolved question/concern 83.9% 16.1% If NO to Q2h ask Q2j and Q2k Q2j Any followup regarding issue status 0.0% 100.0% -24-
WEIGHTED 2nd QUARTER RESULTS Year 2014 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=59) STORMWATER Yes No 1 2 Q2a Easy to determine phone # to call 88.1% 11.9% Q2b MSD Customer Service Ctr open 93.1% 6.9% Q2c Time waited to speak was acceptable 94.7% 5.3% Q2d Employee was tech competent 92.7% 7.3% Q2e Employee was courteous 93.0% 7.0% Q2f Employee treated you with respect 94.7% 5.3% Q2g What was needed to address concern 54.2% 45.8% Q2h Employee resolved question/concern 86.2% 13.8% If NO to Q2h ask Q2j and Q2k Q2j Any followup regarding issue status 11.1% 88.9% -25-
WEIGHTED 2nd QUARTER RESULTS Year 2014 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 87.0% 13.0% Q2b MSD Customer Service Ctr open 94.4% 5.6% Q2c Time waited to speak was acceptable 96.1% 3.9% Q2d Employee was tech competent 90.2% 9.8% Q2e Employee was courteous 94.5% 5.5% Q2f Employee treated you with respect 94.4% 5.6% Q2g What was needed to address concern 52.8% 47.2% Q2h Employee resolved question/concern 72.7% 27.3% If NO to Q2h ask Q2j and Q2k Q2j Any followup regarding issue status 20.0% 80.0% -26-
WEIGHTED 2nd QUARTER RESULTS Year 2014 Q3. Did MSD employees make a service call to your home or neighborhood in the past 60 days? N=452 Survey type Total Field service Billing F B Total 50.2% 49.8% 100.0% Q3 Service call in last 60 days 1=Yes 79.6% 6.2% 42.9% 2=No 20.4% 93.8% 57.1% Q3a. Did the MSD employees complete the service? Q3a MSD employees completed service Number Percent 1=Yes 122 61.3 % 2=No 58 29.1 % 3=Not sure 19 9.5 % Total 199 100.0 % -27-
WEIGHTED 2nd QUARTER RESULTS Year 2014 Q4. Based on your experience with the employees who visited your home or neighborhood, please answer the following questions. [OVERALL FIELD SERVICE] (N=193) OVERALL FIELD SERVICE Yes No 1 2 Q4a Did MSD employee arrive on time 95.6% 4.4% Q4b MSD employee appearance professional 97.3% 2.7% Q4c Employee technically competent 98.6% 1.4% Q4d Was MSD employee courteous 98.6% 1.4% Q4e Repairs/service improvement timely 95.6% 4.4% Q4f What was needed to address concern 78.9% 21.1% Q4g Employee resolved issue or concern 88.2% 11.8% if NO to Q4g ask Q4i and Q4h q4i Any followup regarding issue status 21.4% 78.6% -28-
WEIGHTED 2nd QUARTER RESULTS Year 2014 Q4h. Why not? [F=Field Service] Survey type Work Order Number Service Area Grouped problem Code Crew Member #1 Department Responsible Q4h If not why F 2447352 GR 2 Webb Maintenance said wasnt msd problem F 2448882 MI 2 klages Maintenance still nothing done F 2448888 GR 3 Gassner Maintenance not sure what if anything happend F 2449590 MI 2 mullen Maintenance said not there problem F 2454741 MI 4 wilson construction still working on it F 2459689 MI 4 Johnson Maintenance no the fix the problem and it still is F 2460932 MI 4 Johnson Maintenance fixed nothing still has a gas oder F 2464779 GR 2 Rothlisberger Maintenance not msd prob F 2471261 MI 3 Goodwin Maintenance hes not sure never checked F 2486044 SU 3 Vollmer Maintenance said not msd problem F 2486853 MI 2 Daily jr Maintenance not an msd prob F 2497205 SU 2 Davis Maintenance still have problem on the strret F 2498369 MI 3 franks Maintenance never fixed problem F 2514155 SU 2 Davis Maintenance still having same problem F 2519095 GR 1 jourdain Construction, Maintenance havent fixed yet weather pending F 2525593 SU 2 Davis Maintenance just told me who I needed to call. F 2528615 GR 1 Jourdain Construction, Maintenance The problem seems to be reslove F 2543643 MI 4 Daily Jr Maintenance they were rude and didn't answer me F 2644179 GR 2 Thiel Maintenance They weren't sure why the water was backing up F 2648707 SU 3 Vollmer Maintenance Not a house call, they cleaned the sewer out. -29-
WEIGHTED 2nd QUARTER RESULTS Year 2014 Q4. Based on your experience with the employees who visited your home or neighborhood, please answer the following questions. [CAVE-INS ONLY] (N=52) CAVE IN Yes No 1 2 Q4a Did MSD employee arrive on time 90.9% 9.1% Q4b MSD employee appearance professional 100.0% 0.0% Q4c Employee technically competent 88.9% 11.1% Q4d Was MSD employee courteous 88.9% 11.1% Q4e Repairs/service improvement timely 91.7% 8.3% Q4f What was needed to address concern 55.6% 44.4% Q4g Employee resolved issue or concern 70.6% 29.4% if NO to Q4g ask Q4i and Q4h q4i Any followup regarding issue status 40.0% 60.0% -30-
WEIGHTED 2nd QUARTER RESULTS Year 2014 Q4. Based on your experience with the employees who visited your home or neighborhood, please answer the following questions. [WATER BACKUP ONLY] (N=49) WATER BACKUP Yes No 1 2 Q4a Did MSD employee arrive on time 93.1% 6.9% 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 93.1% 6.9% Q4f What was needed to address concern 82.1% 17.9% Q4g Employee resolved issue or concern 91.7% 8.3% if NO to Q4g ask Q4i and Q4h q4i Any followup regarding issue status 0.0% 100.0% -31-
WEIGHTED 2nd QUARTER RESULTS Year 2014 Q4. Based on your experience with the employees who visited your home or neighborhood, please answer the following questions. [STORMWATER] (N=36) STORMWATER Yes No 1 2 Q4a Did MSD employee arrive on time 100.0% 0.0% Q4b MSD employee appearance professional 93.3% 6.7% 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 85.7% 14.3% Q4g Employee resolved issue or concern 93.3% 6.7% if NO to Q4g ask Q4i and Q4h q4i Any followup regarding issue status 0.0% 100.0% -32-
WEIGHTED 2nd QUARTER RESULTS Year 2014 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 95.2% 4.8% 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 78.6% 21.4% Q4g Employee resolved issue or concern 89.3% 10.7% if NO to Q4g ask Q4i and Q4h q4i Any followup regarding issue status 33.3% 66.7% -33-
WEIGHTED 2nd QUARTER RESULTS Year 2014 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 --- EMILY LOPEZ ANSWERED HER QUESTION B --- Angelica Rivas-Diaz Answered my questions B --- Jaime Dixson Are ok with me B --- NaTasha M. Bishop Came out and did the job. B --- Emily Lopez courteous to me and didn't get hateful. B --- Jami Miller did their job in a timely manner. B --- Jeanette Streater doing a good job B --- NaTasha M. Bishop Everything was alright. B --- Jeanette Streater Everything was fine. B --- NaTasha M. Bishop Everything was fine. B --- Angelica Rivas-Diaz Everything was good B --- Emily Lopez everything was good B --- Emily Lopez everything was great B --- Tiffany Kisner good service B --- Tiffany Kisner good service B --- ALESHA GARDNER GOT HER MONEY BACK TO HER B --- Angelica Rivas- Diaz handled my bill B --- Caroll Rogers helped me alot B --- Alesha Gardner Helped with 2 accounts. B --- Jaime Dixson helped with my question. B --- ALESHA GARDNER HEY DO EVERYTHING HE LIKES B --- Janica Anthony I always solve my problems when I call. B --- Alesha Gardner I felt like the lady handle prefect.` B --- Jaime DIxson I like their prompt service B --- Emily Lopez It's a very needed entity B --- Felicia Yancey it was ok B --- NaTasha M. Bishop just courteous. -34-
WEIGHTED 2nd QUARTER RESULTS Year 2014 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 --- NaTasha M. Bishop Lady I spoke to was friendly. B --- Caroll Rogers N/A B --- Sheila Bowers Nice B --- Tiana Hilliard problem B --- Jaime Dixson Quick service B --- NaTasha M. Bishop resolved problem B --- Emily Lopez Resolved the issue. B --- Angelica Rivas-Diaz Service works fine B --- SHEILA BOWERS SHE UPDATED INFO B --- Jaime Dixson She was really nice & helpful. B --- Tiffany Kisner She was satisfied with what they did. B --- Caroll Rogers She was very kind, and nice. B --- EMILY NOLAND SOLVED PROBLEM B --- ANGELICA RIVAS-DIAZ THAT SHE FIXED IT RIGHT AWAY B --- Alesha Gardner They address my concern B --- Felicia Yancey They answered my questions. B --- NaTasha M. Bishop They answered the questions. B --- Emily Lopez They are polite. B --- Tunisia Huddleston They are polite. B --- Emily Lopez They are very nice and informative. B --- Janica Anthony They are very polite. B --- Janica Anthony They did a fine job. B --- NaTasha M. Bishop They did fine. B --- Caroll Rogers they found something in the sewer B --- Sheena Adams They helped me out and was quick. B --- Alesha Gardner They just did their job, and nice about it. -35-
WEIGHTED 2nd QUARTER RESULTS Year 2014 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 --- Tunisia Huddleston They just did their job. B --- Alesha Gardner They just did their jobs B --- Elissa Mukadi They just gave information I needed. B --- Alesha Gardner They listen and explain. B --- NaTasha M. Bishop they responded to my maintenance call B --- Tunisia Huddleston They their job. B --- Emily Lopez They took care of the problem quick. B --- Caroll Rogers They very friendly, and helpful. B --- Tiffany Kisner They went and did what they needed to do. B --- Emily Lopez They were always good to me. B --- Debra Carter They were corteous B --- Emily Lopez They were courteous and efficient. B --- Sheila Bowers They were courteous and polite. B --- Angelica Rivas-Diaz They were courteous. B --- Tiana Hilliard They were nice B --- Angelica Rivas-Diaz They were nice, just could t help. B --- Janica Anthony They were nice. B --- Angelica Rivas-Diaz They were professional B --- Sheila Bowers They were very courteous. B --- Tunisia Huddleston They were very nice B --- Angelica Rivas-Diaz They were very nice. B --- Angelica Rivas-Diaz They were very nice. B --- Emily Lopez They were very pleasant to speak to. B --- Jaime Dixson they were competent B --- Caroll Rogers they were courteous -36-
WEIGHTED 2nd QUARTER RESULTS Year 2014 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 --- Caroll Rogers they were helpful B --- Jami Miller They worked out a payment plan. B --- Jeanette Streater Took care of business. B --- Orlandos Humphrey Took care of situation. B --- Crystal McCollum very courteous B --- Orlandos Humphrey very courteous B --- Tunisia Huddleston Very Fast and nice B --- Alesha Gardner Very friendly B --- Orlandos Humphrey very kind B --- Jaime Dixson VERY NICE. B --- Emily Lopez Very nice B --- Jaime Dixson very nice and helpful B --- Sheila Bowers Very Professional B --- Jacqueline Gosset were courteous B --- Sheila Bowers What I expected. -37-
WEIGHTED 2nd QUARTER RESULTS Year 2014 Q5. Did MSD or any of its employees do anything you really LIKED? [F=Field Service] Survey type Service Area Grouped problem Code Crew Member #1 Department Responsible Q5 Really LIKED F GR 4 Mullen Maintenance all good F GR 2 Webb Maintenance at first prompt F GR 3 Vilchis Maintenance being promt helpful F GR 1 Thiel Maintenance best exsperice ever F GR 4 McMorrow Maintenance Came out on the same day F GR 2 Furlow Maintenance cant ask for better service F GR 2 Vilchis Maintenance Did everything I like. F GR 2 Mullen Maintenance Everything was fine F GR 1 Alonzo Construction Maintenence everything was fine F GR 2 Vilchis Maintenance fast responce F GR 2 Theil Maintenance fast response F GR 3 Webb Maintenance Fixed sewer F GR 1 Jourdain Construction, Maintenance Fixed the problem. F GR 4 Vilchis Construction, Maintenance fixed the cave in F GR 1 jourdain Construction, Maintenance got out there in a timly manner. F GR 2 Bixler Maintenance handled it great F GR 2 Furlow Maintenance just clear commuincation F GR 2 Vilchis Maintenance just did what suposed to and left a note F GR 2 D'Angelo Maintenance just showed up quick F GR 1 Alonzo Construction, Maintenance marked off until had time to repair F GR 1 Jourdain Construction, Maintenance Nice and Courteous F GR 3 Allen Maintenance Perfect F GR 2 Vilchis Maintenance promt time and explained to him in detail F GR 3 --- Maintenance responded on the job pretty quickly F GR 2 Vilchis Maintenance responded quick very nice -38-
WEIGHTED 2nd QUARTER RESULTS Year 2014 Q5. Did MSD or any of its employees do anything you really LIKED? [F=Field Service] Survey type Service Area Grouped problem Code Crew Member #1 Department Responsible Q5 Really LIKED F GR 2 Vilchis Maintenance Sent someone to check out the problem F GR 2 Thiel Maintenance She liked the responsiveness. F GR 4 boyd Maintenance shocked came out so quick F GR 4 Furlow Maintenance Showed up F GR 1 rousseau Construction, Maintenance showed up at first quick F GR 4 not listed Maintenance showed up to check her stuff was great F GR 2 Wynn Maintenance They are fixing the issue F GR 2 Willis Maintenance they could t help me, but they were nice. F GR 1 Jourdain Construction, Maintenance They did their job confidently. F GR 4 Harbour Maintenance They fixed the problem F GR 1 Furlow Construction, Maintenance They resolved the problem F GR 2 Vilchis Maintenance They responded in a timely manner. F GR 3 Baumgartner Maintenance They responded very quickly. F GR 1 Raber Construction, Maintenance They sent a letter they were looking into it. F GR 3 Baumgartner Maintenance They took care of the problem quickly. F GR 1 Alonzo Construction They were quick. F GR 2 --- Maintenance They were very courteous and respectful F GR 4 Vermillon Maintenance They were very fast in responding. -39-
WEIGHTED 2nd QUARTER RESULTS Year 2014 Q5. Did MSD or any of its employees do anything you really LIKED? [F=Field Service] Survey type Service Area Grouped problem Code Crew Member #1 Department Responsible Q5 Really LIKED F GR 2 Webb Maintenance they were prompt at the start F GR 2 Vilchis Maintenance they were very professil above and beyond F GR 2 Vilchis Maintenance very helpful F GR 2 Vilchis Maintenance Very nice F GR 2 Vilchis Maintenance very nice helpful F GR 1 Alonzo Construction, Maintenance very nice to talk to F GR 4 Thiel Maintenance Very Quick service. F GR 2 Vilchis Maintenance very timley and polite F GR 2 Bixler Maintenance was very nice and helped her out F MI 2 Harbour Maintenance Came out late at night to fix problem F MI 2 Daily jr Maintenance came very soon F MI 1 james Maintenance did it quick and do F MI 4 Daily jr Maintenance did there job reported back to him F MI 1 Ferguson Construction, Maintenance Don't remember F MI 4 Daily Jr. Maintenance Everything was good F MI 2 Johnson Maintenance Everything was great. F MI 2 Daily Maintenance Finished early. F MI 2 Johnson Maintenance first flood did great this time not so much F MI 4 Johnson Maintenance Fixed the problem. F MI 2 Ferguson Maintenance Gave information about a program F MI 2 --- Maintenance Good customer service. F MI 4 Johnson Maintenance He answered my questions right away. -40-
WEIGHTED 2nd QUARTER RESULTS Year 2014 Q5. Did MSD or any of its employees do anything you really LIKED? [F=Field Service] Survey type Service Area Grouped problem Code Crew Member #1 Department Responsible Q5 Really LIKED F MI 1 Willis Construction, Maintenance How diligent it was. F MI 2 Willis Maintenance it was fine F MI 2 Johnson Maintenance It was ok F MI 4 Johnson Maintenance kept him updated F MI 2 klages Maintenance listen to problem F MI 2 Johnson Maintenance nice communicated with plumber got it done. F MI 3 Moore Maintenance, Engineering Punctual. F MI 2 Daily jr Maintenance quick F MI 3 Sanders Maintenance quick response F MI 4 James Maintenance Respond quickly F MI 4 --- Construction, Maintenance responded quickly F MI 4 Daily Maintenance The cleaned up after themselves F MI 3 Franks Maintenance The way they took care of the problem. F MI 2 Johnson Maintenance They came out the same day. F MI 3 Johnson Maintenance They cleaned out the drain. F MI 2 Mullen Maintenance They did their job. F MI 2 Johnson Maintenance They did their job. F MI 2 Daily JR. Maintenance They did their jobs and we liked that. F MI 2 Daily Maintenance They gave her useful information. F MI 2 Johnson Maintenance They just did their job. F MI 3 Booker Maintenance They repaired the front end of the sewer. F MI 3 Willis Maintenance They responded quickly. -41-
WEIGHTED 2nd QUARTER RESULTS Year 2014 Q5. Did MSD or any of its employees do anything you really LIKED? [F=Field Service] Survey type Service Area Grouped problem Code Crew Member #1 Department Responsible Q5 Really LIKED F MI 2 Fortson Maintenance They sent us a letter about the problem. F MI 4 Johnson Maintenance They took care of problem F MI 4 Vermillon Construction, Maintenance They were nice. F MI 1 Willis Construction, Maintenance They were nice. F MI 4 Johnson Maintenance They were quick. F MI 4 Davis Maintenance They were quick. F MI 2 Johnson Maintenance They were very fast F MI 2 Johnson Maintenance They where very fast F MI 3 Moore Maintenance, Engineering Told me how to fix the problem. F MI 3 Booker Maintenance Took care of everything F MI 4 wilson construction trying hard F MI 2 Willis Maintenance Very helpful F MI 2 mullen Maintenance very helpful F MI 4 Daily jr Maintenance very nice F MI 2 Johnson Maintenance very professinol F MI 4 Daily JR. Maintenance Very responses to the issues F MI 3 franks Maintenance was done propt and prof F SU 1 AAAAAAAAAAAAA- AAAAAAAAAAAAA- AAAAAAAAAAAAA- AAAAAAAAAAAAA- AAAAAAAAAAAAA- AAAAAAAAAAAAA- AAAA AAAA AAAAAAAAAAAAA- AAAAAAAAAAAAA- AAA F SU 1 nichols Maintenance always come out and do good job F SU 3 Vollmer Maintenance Cleaned out the drain. F SU 2 Davis Maintenance did good job F SU 4 Davis Maintenance did normal thing -42-
WEIGHTED 2nd QUARTER RESULTS Year 2014 Q5. Did MSD or any of its employees do anything you really LIKED? [F=Field Service] Survey type Service Area Grouped problem Code Crew Member #1 Department Responsible Q5 Really LIKED F SU 3 Voegtli Maintenance did the job great F SU 4 Davis Maintenance did they job F SU 4 Edwards Maintenance Don't recall, real contact with employee F SU 2 Harwell Maintenance Everything they could possibly do was great. F SU 2 Harwell Maintenance fast response F SU 4 Davis Maintenance Helpful F SU 2 Davis Maintenance I'm happy they came right away F SU 4 Vollmer Maintenance It was fine F SU 3 knackstedt Maintenance just did good F SU 3 knackstedt Maintenance just promt attention F SU 4 Harwell Maintenance Just what they did. F SU 1 Harwell Construction listen to problem F SU 4 Davis Maintenance put cones out all around. F SU 3 Harwell Maintenance put cover over it F SU 3 adams Maintenance quickly to arive F SU 2 Harwell Maintenance showed up in timley manner F SU 2 Davis Maintenance They answered all my questions F SU 2 Davis Maintenance They came out. F SU 3 Voegtli Maintenance They did a good job overall F SU 3 Lucas Maintenance They did good F SU 1 Harwell Construction, Maintenance They did their job. F SU 3 Voegtli Maintenance They fixed the problem fast. F SU 4 Grisby Construction, Maintenance They got the problem fixed F SU 4 Knackstedt Maintenance They help me out a lot. -43-
WEIGHTED 2nd QUARTER RESULTS Year 2014 Q5. Did MSD or any of its employees do anything you really LIKED? [F=Field Service] Survey type Service Area Grouped problem Code Crew Member #1 Department Responsible Q5 Really LIKED F SU 2 Harwell Maintenance They quick and fast about there work. F SU 3 Lucas Maintenance They were real quick. F SU 3 Vollmer Maintenance They where fast with the job they did. F SU 2 Davis Maintenance told me what they were gonna do. F SU 3 Grisby Maintenance Took care of problem. F SU 4 Davis Maintenance Very Fast and liked how they left a note at the door F SU 3 Rowland Maintenance, Engineering yes F SU 3 Vollmer Maintenance Yes, they cleaned out the sewer. F SU 3 Grisby Maintenance Yes they did a fantastic job! -44-
WEIGHTED 2nd QUARTER RESULTS Year 2014 Q6. Did MSD or any of its employees do anything that you really DID NOT LIKE that you have not already mentioned? [B=Billing] Survey type Problem Description Contact Person Q6 DID NOT LIKE B --- NaTasha M. Bishop . B --- Debra Carter Automate system aggravated me. B --- Caroll Rogers be more clear B --- NaTasha M. Bishop billing me on a vacant property B --- Tunisia Huddleston Called about the bill. B --- Sheila Bowers didn't get answer? B --- Caroll Rogers didn't notify me when they turned off my water B --- ALESHA GARDNER DIDNT ACCEPT HER APPLICATION B --- Jami Miller Didnt let me talk to management B --- Jaime Dixson don't notify me on time B --- Jeanette Streater Email t being replied B --- Debra Carter Haven't resolved the issue. B --- Jacqueline Gossett He doesn't like the automatic calls. B --- Sheila Bowers I don't like that they called up. B --- Alesha Gardner increasing my bill B --- Tiana Hilliard It's hard to say what they do. B --- Jami Miller It was hard to pay the bill over the phone. B --- Caroll Rogers left too many rocks on my yard B --- EMILY NOLAND LOST HIS FAX B --- Sheila Bowers Make me pay too much B --- NaTasha M. Bishop They are always very rude, and cant help me. B --- Janica Anthony They call here way to late. B --- Tiana Hilliard They did thing. B --- NaTasha M. Bishop They didn't solve my problem. B --- Alesha Gardner they didnt even want to speak to me B --- NaTasha M. Bishop they didnt return my call B --- Jaime Dixson they don't follow up B --- Tunisia Huddleston they were rude an wanted to debate B --- Alesha Gardner took a long time to respond B --- Felicia Yancey took a while to get a response B --- Sheila Bowers Wait time on the phone. B --- Emily Lopez Weren't helpful, didn't resolve issue. -45-
WEIGHTED 2nd QUARTER RESULTS Year 2014 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] Survey type Work Order Number Service Area Grouped problem Code Crew Member #1 Q6 DID NOT LIKE F 1111111 SU 1 AAAAAAAAAAAAA- AAAAAAAAAAAAA- AAAAAAAAAAAAA- AAAAAAAAAAAAA- AAAA AAAAAAAAAAAAA- AAAAAAAAAAAAA- AAA F 2151765 MI 1 Daily They never came back this week. F 2446647 SU 3 Harwell havent been back yet F 2459689 MI 4 Johnson didnt fix and its still a problem F 2459958 SU 1 nichols thing can complain about F 2460932 MI 4 Johnson have do thing gave run around F 2465465 MI 1 Johnson actions taking to problem F 2466591 SU 2 Davis thet didnt fix the problems F 2476667 SU 2 Davis had to call several times F 2486735 MI 2 Daily jr had to call back to get them out there F 2488417 SU 1 Harwell They still have t do anything to fix it F 2489109 MI 2 Willis the drain is still backing up?F 2497478 MI 2 harbour tore my house up F 2498369 MI 3 franks never followed up anything F 2523140 MI 1 Daily JR. haven't responded yet F 2532003 MI 3 Franks slow response F 2537581 SU 2 Davis Went to the wrong house. F 2538136 GR 4 Furlow show up F 2546809 SU 2 Harwell They never showed up! F 2560474 MI 3 Booker I still have the issue were the rain is t flowing. -46-
WEIGHTED 2nd QUARTER RESULTS Year 2014 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] Survey type Work Order Number Service Area Grouped problem Code Crew Member #1 Q6 DID NOT LIKE F 2566589 GR 2 Willis They didn't do any work. F 2569893 GR 1 Jourdain wish I knew the markers on my yard. F 2574382 GR 4 Thiel Partially solved issue F 2587388 SU 4 Davis left cones and only put metal covers F 2587523 MI 4 --- They gave me a bill, that I have t used. F 2589245 SU 2 Voegtli They should have called right then. F 2589473 MI 3 Perry They did t show up. F 2594827 MI 1 Willis I had to call again F 2595597 GR 3 Alexander Didn't clean the sewer out. F 2596806 GR 1 Alonzo had idea if anyone came out F 2601992 GR 3 Baumgartner went to wrong place first F 2603445 SU 2 Davis They didn't fix the problem. F 2604315 GR 1 Jourdain Does t get information from them F 2604759 MI 1 Daily They didn't resolve the issue. F 2631994 MI 1 Johnson They didnt do anything F 2633467 MI 3 Klages They cut up the tree but left it in the creek. F 2633864 SU 4 Nichols They didn't clean out the sewer. F 2649813 SU 1 Harwell They still have t fixed the problem. F 2653685 MI 3 Franks They did t fix her problem. -47-
WEIGHTED 2nd QUARTER RESULTS Year 2014 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] Survey type Work Order Number Service Area Grouped problem Code Crew Member #1 Q6 DID NOT LIKE F 2662803 MI 4 Johnson They didn't come to my door. -48-
WEIGHTED 2nd QUARTER RESULTS Year 2014 Q7. Can you think of any ways MSD can be more responsive to your needs? [B=Billing] Survey type Problem Description Contact Person Q7 Ways responsive B --- Caroll Rogers answer the question B --- Jeanette Streater Answer to the customer. B --- Jami Miller be a more efficient company B --- Caroll Rogers be more polite B --- Orlandos Humphrey be more understanding B --- Angelica Rivas- Diaz better notification system B --- Tunisia Huddleston Billing online would be very helpful. B --- Debra Carter Call back and respond to call. B --- Angelica Rivas-Diaz Check their facts before calling. B --- NaTasha M. Bishop correct my problem B --- Emily Lopez Don't come out unless requested. B --- Shelia Bowers figure out the problems and respond B --- NaTasha M. Bishop fix customer service. B --- Caroll Rogers Fix my billing B --- NaTasha M. Bishop Fix the problem. B --- NaTasha M. Bishop Fixing the issue. B --- Alesha Gardner follow up with the customers B --- Jaime Dixson get my bill corrected B --- Jeanette Streater get rid of the CEO B --- Caroll Rogers get rid of the answering machines B --- NaTasha M. Bishop get rid of the recordings B --- Tunisia Huddleston Help on the bill B --- Shelia Bowers help plan with the bill B --- Satasha Pena How to get only 1 tice for the bill. B --- SHEILA BOWERS IF SHE COULD DO THINGS ON LINE B --- Caroll Rogers Improve their accounting services B --- ALESHA GARDNER less hold time -49-
WEIGHTED 2nd QUARTER RESULTS Year 2014 Q7. Can you think of any ways MSD can be more responsive to your needs? [B=Billing] Survey type Problem Description Contact Person Q7 Ways responsive B --- Jaime Dixson Letting me kw when the work will begin. B --- Gidget lower my bills B --- Jeanette Streater Lower the bill or lower rate plan B --- Tiana Hilliard Lower the bill. B --- Ramona Gordon lower the bill B --- Jaime Dixson lower the bill B --- Sheila Bowers lower the rates B --- Debra Carter maintain the storm sewers B --- Alesha Gardner Make bills more clear B --- Orlandos Humphrey make it easier to contact msd B --- Janica Anthony make sure there calling the right number. B --- Janica Anthony Making it easier to change your name. B --- NaTasha M. Bishop more people less computers B --- Angelica Rivas-Diaz Notify me if the bill hasn't been paid. B --- Jacqueline Gosset notify me what taxes im paying for msd B --- Angelica Rivas- Diaz notify me when something is wrong B --- Caroll Rogers notify when they shut off water B --- Emily Lopez Provide an envelope. B --- Alesha Gardner Put whole bill on one bill. B --- NaTasha M. Bishop quicker follow up B --- Crystal McCollum resolve my issue quicker B --- Jaime Dixson Should do quarterly billing like before B --- Jaime Dixson The call center needs more training -50-
WEIGHTED 2nd QUARTER RESULTS Year 2014 Q7. Can you think of any ways MSD can be more responsive to your needs? [B=Billing] Survey type Problem Description Contact Person Q7 Ways responsive B --- Caroll Rogers they can resolve the issue. B --- Caroll Rogers They could give me an answer B --- Sheila Bowers They're very difficult to deal with. B --- Alesha Gardner they should respond better to customers B --- Sheena Adams they were already responsive to my needs. B --- Alesha Gardner to help people who are on fixed income -51-
WEIGHTED 2nd QUARTER RESULTS Year 2014 Q7. Can you think of any ways MSD can be more responsive to your needs? [F=Field Service] Survey type Work Order Number Service Area Grouped problem Code Crew Member #1 Department Responsible Q7 Ways responsive F --- SU 4 --- Maintenance Take care of the problem and making it right. F 262883 SU 1 Harwell Construction, Maintenance Fix the problem. F 2151765 MI 1 Daily Construction, Maintenance Finish the job F 2446627 GR 1 Alonzo Construction, Maintenance maybe a follow up with advise on issie F 2446883 SU 4 Johnson Construction, Maintenance follow up when you say your going to F 2448882 MI 2 klages Maintenance complete project F 2466591 SU 2 Davis Maintenance replace the pipes stop raiseing the bill F 2476667 SU 2 Davis Maintenance follow up F 2488417 SU 1 Harwell Construction If they do something about it F 2488437 GR 4 not listed Construction, Maintenance fix problem and follow up with F 2492102 GR 2 Webb Maintenance fix problem F 2497205 SU 2 Davis Maintenance fix problem F 2497274 MI 2 Johnson Maintenance come out and see what the problem is F 2497513 SU 2 Johnson Maintenance Very Satisfied F 2499496 MI 2 Daily Jr. Maintenance Maybe be a little more helpful. F 2501721 GR 1 rousseau Construction, Maintenance just fix or communicate. F 2502401 SU 1 Harwell Construction, Maintenance show up and problem is getting worse -52-
WEIGHTED 2nd QUARTER RESULTS Year 2014 Q7. Can you think of any ways MSD can be more responsive to your needs? [F=Field Service] Survey type Work Order Number Service Area Grouped problem Code Crew Member #1 Department Responsible Q7 Ways responsive F 2502854 GR 1 Alonzo Maintenance fololow up casll F 2505717 MI 2 Johnson Maintenance Maybe could be more helpful F 2514713 GR 4 Davis Maintenance followed F 2523140 MI 1 Daily JR. Construction, Maintenance follow up with customers F 2525593 SU 2 Davis Maintenance I felt like they could of done more. F 2527898 SU 2 Davis Maintenance Send someone out F 2528615 GR 1 Jourdain Construction, Maintenance They could come back and fill the hole. F 2532514 SU 2 Mullen Maintenance lower prices F 2537558 GR 1 Jourdain Construction, Maintenance Keep up to date on status. F 2538136 GR 4 Furlow Maintanice show up and folow up F 2541946 SU 3 Rowland Maintenance< engineering Follow up with your customers F 2546809 SU 2 Harwell Maintenance Stick to their word F 2547587 GR 2 Vilchis Maintenance I would of liked them to speak to me. F 2551734 SU 4 Rowland Construction Need to communicate better. F 2551988 GR 4 Furlow Maintenance Wish they could come and fix the issue. F 2556651 GR 4 Furlow Construction fix things more quickly. F 2558507 MI 2 Furlow Maintenance Fix the problem F 2558680 MI 4 Johnson Maintenance Could come out and look at the problem. F 2560474 MI 3 Booker Maintenance Could come out and look at it again F 2561937 SU 3 Knackstedt Maintenance Clean out more sewers -53-
WEIGHTED 2nd QUARTER RESULTS Year 2014 Q7. Can you think of any ways MSD can be more responsive to your needs? [F=Field Service] Survey type Work Order Number Service Area Grouped problem Code Crew Member #1 Department Responsible Q7 Ways responsive F 2565935 SU 4 Mullen Maintenance Kids could get hurt falling in the hole F 2566589 GR 2 Willis Maintenance Wish they could of helped me. F 2571206 SU 2 Davis Maintenance They need change 100 years old lines. F 2572555 MI 2 Johnson Maintenance send them out quicker F 2573145 GR 3 Gassner Maintenance They can look into the situation. F 2583044 SU 2 Harwell Maintenance Need to clean sewers. F 2583175 GR 4 Thiel Maintenance Have all information all contact info correct F 2587523 MI 4 --- Maintenance Don't give bill if I don't use the water. F 2589245 SU 2 Voegtli Maintenance Contact customer in a timely manner. F 2589542 MI 3 Perry Maintenance Backyard flood everytime it rains. F 2590136 SU 3 Grisby Maintenance clean out the sewer more F 2590220 MI 2 Fortson Maintenance I wish they would take care of our street. F 2590434 SU 1 Harwell Maintenance keep the sewers clean F 2591016 GR 2 Webb Maintenance check the mains more often F 2593754 GR 2 Vilchis Maintenance They should take action immedietly F 2595476 GR 1 Jourdain Construction, Maintenance I want things fixed. F 2595597 GR 3 Alexander Maintenance Lower the bill. F 2596047 GR 4 Willis Maintenance Clean the water drains out. F 2596806 GR 1 Alonzo Construction, Maintenance be more informative give tice -54-
WEIGHTED 2nd QUARTER RESULTS Year 2014 Q7. Can you think of any ways MSD can be more responsive to your needs? [F=Field Service] Survey type Work Order Number Service Area Grouped problem Code Crew Member #1 Department Responsible Q7 Ways responsive F 2598376 GR 3 Overberg Maintenance put in a bigger sewer line F 2602974 MI 3 Moore Maintenance, Engineering Lower the bill. F 2603445 SU 2 Davis Maintenance Go fix the problem. F 2604759 MI 1 Daily Construction, Maintenance Come fix the problem. F 2609280 GR 1 Raber Construction, Maintenance Check and see what the hole is. F 2623177 MI 1 Willis Construction, Maintenance They need to fix the problem. F 2636503 GR 1 Alonzo Construction, Maintenance Talk to the homeowner F 2641517 GR 3 Allen Maintenance, Engineering Call back when they say they will call back. F 2641553 GR 1 Raber Construction, Maintenance Return phone calls in a timely manner. F 2644779 MI 2 Daily Maintenance My basement is still flooding F 2649813 SU 1 Harwell Construction, Maintenance Fix the problem. F 2653671 MI 1 Daily Construction, Maintenance Fix the problem. F 2656038 MI 4 Davis Maintenance Keep an eye for dangerous problems. F 2667586 SU 3 Lucas Maintenance Just follow up with the call. F 2667831 SU 2 Harwell Maintenance Come out the same day they are called. -55-
WEIGHTED 2nd QUARTER RESULTS Year 2014 Q7. Can you think of any ways MSD can be more responsive to your needs? [F=Field Service] Survey type Work Order Number Service Area Grouped problem Code Crew Member #1 Department Responsible Q7 second F 1111111 SU 1 AAAAAAAAAAAAA- AAAAAAAAAAAAA- AAAAAAAAAAAAA- AAAAAAAAAAAAA- AAAAAAAAAAAAA- AAAAAAAAAAAAA- AAAA AAAA AAAAAAAAAAAAA- AAAAAA -56-
WEIGHTED 2nd QUARTER RESULTS Year 2014 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=452 Survey type Grouped problem Code Total Field service Billing Cave In Water Backup Storm water Other Billing Total 50.2% 49.8% 12.6% 12.4% 13.1% 12.2% 49.8% 100.0% Q8a Quality service by employee on phone Completely satisfied 44.6% 55.3% 35.1% 43.6% 49.1% 50.9% 55.3% 49.9% 09 15.2% 12.6% 15.8% 12.7% 17.5% 14.5% 12.6% 13.9% 08 11.2% 16.3% 10.5% 18.2% 5.3% 10.9% 16.3% 13.7% 07 6.7% 5.1% 7.0% 5.5% 8.8% 5.5% 5.1% 5.9% 06 5.4% 0.9% 5.3% 9.1% 3.5% 3.6% 0.9% 3.2% 05 6.3% 2.8% 10.5% 3.6% 5.3% 5.5% 2.8% 4.6% 04 1.3% 0.5% 1.8% 0.0% 3.5% 0.0% 0.5% 0.9% 03 2.2% 2.3% 1.8% 3.6% 0.0% 3.6% 2.3% 2.3% 02 1.3% 0.5% 0.0% 0.0% 3.5% 1.8% 0.5% 0.9% Not at all satisfied 5.8% 3.7% 12.3% 3.6% 3.5% 3.6% 3.7% 4.8% Don't know 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% Mean 8.0 8.7 7.4 8.2 8.2 8.3 8.7 8.3SD 2.6 2.2 3.0 2.3 2.5 2.5 2.2 2.5-57-
WEIGHTED 2nd QUARTER RESULTS Year 2014 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=452 Survey type Grouped problem Code Total Field service Billing Cave In Water Backup Storm water Other Billing Total 50.2% 49.8% 12.6% 12.4% 13.1% 12.2% 49.8% 100.0% Q8b Quality service--home service call Completely satisfied 52.5% 53.8% 31.0% 59.1% 63.6% 58.1% 53.8% 52.6% 09 12.3% 7.7% 19.0% 9.1% 9.1% 11.6% 7.7% 12.0% 08 10.5% 23.1% 9.5% 13.6% 3.0% 14.0% 23.1% 11.4% 07 4.3% 0.0% 7.1% 0.0% 0.0% 9.3% 0.0% 4.0% 06 3.1% 7.7% 0.0% 2.3% 12.1% 0.0% 7.7% 3.4% 05 0.0% 7.7% 0.0% 0.0% 0.0% 0.0% 7.7% 0.6% 04 2.5% 0.0% 7.1% 2.3% 0.0% 0.0% 0.0% 2.3% 03 2.5% 0.0% 4.8% 2.3% 3.0% 0.0% 0.0% 2.3% 02 1.2% 0.0% 0.0% 4.5% 0.0% 0.0% 0.0% 1.1% Not at all satisfied 11.1% 0.0% 21.4% 6.8% 9.1% 7.0% 0.0% 10.3% Don't know 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% Mean 8.0 8.8 6.7 8.3 8.3 8.7 8.8 8.1SD 3.1 1.7 3.6 2.9 2.9 2.4 1.7 3.0-58-
WEIGHTED 2nd QUARTER RESULTS Year 2014 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=452 Survey type Grouped problem Code Total Field service Billing Cave In Water Backup Storm water Other Billing Total 50.2% 49.8% 12.6% 12.4% 13.1% 12.2% 49.8% 100.0% Q8c Overall quality of MSD service Completely satisfied 42.5% 52.1% 27.5% 50.9% 48.2% 42.6% 52.1% 47.3% 09 13.1% 11.4% 17.6% 11.3% 10.7% 13.0% 11.4% 12.2% 08 15.0% 15.1% 13.7% 7.5% 17.9% 20.4% 15.1% 15.0% 07 2.8% 5.0% 0.0% 1.9% 1.8% 7.4% 5.0% 3.9% 06 3.7% 1.8% 2.0% 7.5% 5.4% 0.0% 1.8% 2.8% 05 4.7% 4.1% 2.0% 7.5% 7.1% 1.9% 4.1% 4.4% 04 5.6% 0.0% 15.7% 5.7% 0.0% 1.9% 0.0% 2.8% 03 0.5% 3.2% 2.0% 0.0% 0.0% 0.0% 3.2% 1.8% 02 3.3% 2.3% 2.0% 1.9% 3.6% 5.6% 2.3% 2.8% Not at all satisfied 8.9% 5.0% 17.6% 5.7% 5.4% 7.4% 5.0% 6.9% Don't know 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% Mean 7.7 8.3 6.5 8.0 8.1 7.9 8.3 8.0SD 3.0 2.6 3.5 2.8 2.6 2.9 2.6 2.8-59-
WEIGHTED 2nd QUARTER RESULTS Year 2014 Q9. Do you own or rent your current residence? Q9 Do you own/rent your current residence Number Percent 1=Own 425 94.0 % 2=Rent 23 5.1 % 9=Refuse 4 0.9 % Total 452 100.0 % Q10. Which of the following BEST describes your home? Q10 Which best describes your home Number Percent 1=Single family 427 94.7 % 2=Duplex-Triplex 13 2.9 % 3=Apt/Condo 7 1.6 % 5=Other 4 0.9 % Total 451 100.0 % Q11. How many years old is your home? Q11 How many years old is your home Number Percent 1=Less than 5 years 5 1.1 % 2=5-10 years 12 2.7 % 3=11-20 years 25 5.6 % 4=More than 20 years 404 90.6 % Total 446 100.0 % -60-
WEIGHTED 2nd QUARTER RESULTS Year 2014 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 90 21.1 % 2=5 to 10 years 94 21.0 % 3=11 to 20 years 86 19.2 % 4=More than 20 years 177 39.6 % Total 447 100.0 % -61-
Section 4: Survey Instrument
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ETC #: _____________ Phone: _____________________ Interview Date: _____________ Interviewer: ___________
Problem Code (print description): _________________________________ MSD Acct. #: _______________________
Check appropriate Problem Code:
___ (51) Application for Reduction Fact ___ (61) Credit Letter Request
___ (52) Bill Copy Request ___ (62) Customer Called
___ (53) Billing Inquiry ___ (63) EFT Inquiry/Request
___ (54) Billing Team Research ___ (64) Group Bill Research-Collection
___ (55) Call to Customer ___ (65) Move In-Customer Call
___ (56) Change Customer/Acct Info ___ (66) Move Out-Customer Call
___ (57) Change Owner Info ___ (67) Promised Payment
___ (58) Complaint ___ (68) Request for Statement of Acct
___ (59) Compliment ___ (69) Request Literature
___ (60) Credit Balance Refund Request ___ (99) OTHER
2014 MSD Post Contact Survey – BILLING
This is _____________________. I am callin g from ETC Institute on behalf of the Metropolitan St.
Louis Sewer District, also known as MSD. We would like your feedback about your recent experience
with MSD to help improve the quality o f customer service. Do you have a moment to answ er a few
questions?
1. Which of the follow ing describes the PRIMARY reason you had contact with an MSD employee
during the past 60 days: [Interview: If no contact was made, discontinue survey.]
___(1) Billing related issue or to get information – did not involve a service call to your home or
neighborhood?
___(2) Maintenance related problem with service - did involve a service call to your home or
neighborhood?
___(3) Other: _____________________
2.Did you call MSD for any reason in the past 60 days? __(1) Yes - continue __(2) No – skip to #3
2.[IF YES – ASK 2A-2G] Based on your experience with the employees you spoke with by
phone, please answer the following questions. [If applicable: I will ask you to rate employees who
may have visited your home for service call separately]
YES NO (A) Was it fairly easy for you to determine what phone number to call to get help from
the appropriate individual at MSD?
YES NO (B) Was MSD's customer service center open at the time you needed to call?
YES NO (C) Was the length of time you waited to speak to an employee who could help you
acceptable?
YES NO (D) Was the employee you spoke with technically competent and knowledgeable?
YES NO (E) Was the employee you spoke with courteous?
YES NO (F) Did the employee you spoke with treat you with respect?
YES NO (G) Did the employee you spoke with by phone tell you what would be required to
addresses your concern and approximately how long it would take MSD to resolve?
YES NO (H) Did the employee you spoke with by phone adequately help you resolve your
question or concern?
ASK I- J ONLY IF NO TO Q 2H
(I) Why Not (be specific)? _______________________________________________
_______________________________________________________________________
YES NO (J) Has anyone followed-up with you since you originally spoke with someone at MSD
by phone regarding this issue?
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3. Did MSD employees make a service call to your home or neighborhood in the past 60 days?
___(1) Yes - continue ___(2) No – skip to #5
3a. Did MSD employees complete the service?
___(1) Yes – continue ___(2) No – skip to #5 ___(3) Not sure – skip to #5
4. [IF YES – ASK 4A-4F] Based on your experience with the employee(s) who visited your
home or neighborhood, please answer the following questions.
YES NO (A) Did MSD employee arrive on time or within timeframe you expected?
YES NO (B) Was the MSD employee’s appearance professional?
YES NO (C) Was the MSD employee technically competent and knowledgeable?
YES NO (D) Was the MSD employee courteous?
YES NO (E) Were repairs or service improvements made in a timely manner?
YES NO (F) Did the employee who visited your home tell you what would be required to
addresses your concern and approximately how long it would take MSD to resolve? YES NO (G) Did the employee who visited your home adequately help you resolve your issue or concern? ASK H- I ONLY IF NO TO Q3G
(H) Why Not (be specific)? _______________________________________________
YES NO (I) Has anyone followed-up with you since the employee visited your home to provide
You with the status of your issue?
5. Did MSD or any of its employees do anything you really LIKED?
_____________________________________________________________________
6. Did MSD or any of its employees do anything they you really DID NOT LIKE that you have not
already mentioned?
_____________________________________________________________________
7. Can you think of any ways that MSD can be more responsive to your needs?
_____________________________________________________________________
8. Using a 10-point scale where “10” me ans completely satisfied and “1” means not satisfied at all,
please rate MSD’s overall performance in the following areas based on the interaction you had with
MSD in the past 60 days. Completely Not Satisfied Don't
How satisfied are you with: Satisfied At All Know
(A) Quality of service provided by employees
who helped you on the phone ......................... 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
____(2) Duplex-Triplex
____(3) Apartment/Condo
____(4) Mobile home
____(5) Other
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.
Contact Person: _________________________________
-64-
ETC #: _____________ Phone: _____________________ Interview Date: _____________ Interviewer: ___________
Problem Code (print description): _________________________________ Dept. Resp. : ____________________________
Check appropriate Problem Code:
___ (01) BLOCKED CREEKS/INSPECTION ___ (14) MISSING COVER
___ (02) BLOCKED INLET ___ (15) ODOR PROBLEMS
___ (03) BROKEN PIPE ___ (16) OTHER/MISCELLANEOUS
___ (04) BROKEN STONE ___ (17) SEEPAGE
___ (05) CAVE-IN ___ (18) SEWAGE/OVERFLOW
___ (06) CHECK MAIN ___ (19) SEWER SEPARATION PROGRAM
___ (07) CHECK MAIN HAD ___ (20) STONE OUT
___ (08) EROSION ___ (21) STORM WATER PROBLEM
___ (09) FLOODED STREETS ___ (22) VENT PIPE OVERFLOWING
___ (10) LEAKING/LOOSE FRAME ___ (23) VERIFY CONNECTION
___ (11) LOCATE MANHOLE/MAIN/FORCE MAIN ___ (24) WATER BACK UP
___ (12) MANHOLE ABOVE/BELOW GRADE ___ (99) OTHER
___ (13) MANHOLE OVERFLOWING
2014 MSD Post Contact Survey – FIELD SERVICE
This is _____________________. I am callin g from ETC Institute on behalf of the Metropolitan St.
Louis Sewer District, also known as MSD. We would like your feedback about your recent experience
with MSD to help improve the quality o f customer service. Do you have a moment to answ er a few
questions?
1. Which of the follow ing describes the PRIMARY reason you had contact w ith an MSD employee
during the past 60 days: [Interview: If no contact was made, discontinue survey.]
___(1) Billing related issue or to get information – did not involve a service call to your home or
neighborhood?
___(2) Maintenance related problem with service - did involve a service call to your home or
neighborhood?
___(3) Other: _____________________
2.Did you call MSD for any reason in the past 60 days? __(1) Yes - continue __(2) No – skip to #3
2.[IF YES – ASK 2A-2G] Based on your experience with the employees you spoke with by
phone, please answer the following questions. [If applicable: I will ask you to rate employees who
may have visited your home for service call separately]
YES NO (A) Was it fairly easy for you to determine what phone number to call to get help from
the appropriate individual at MSD?
YES NO (B) Was MSD's customer service center open at the time you needed to call?
YES NO (C) Was the length of time you waited to speak to an employee who could help you
acceptable?
YES NO (D) Was the employee you spoke with technically competent and knowledgeable?
YES NO (E) Was the employee you spoke with courteous?
YES NO (F) Did the employee you spoke with treat you with respect?
YES NO (G) Did the employee you spoke with by phone tell you what would be required to
addresses your concern and approximately how long it would take MSD to resolve?
YES NO (H) Did the employee you spoke with by phone adequately help you resolve your
question or concern?
ASK I- J ONLY IF NO TO Q 2H
(I) Why Not (be specific)? _______________________________________________
_______________________________________________________________________
YES NO (J) Has anyone followed-up with you since you originally spoke with someone at MSD
by phone regarding this issue?
-65-
3. Did MSD employees make a service call to your home or neighborhood in the past 60 days?
___(1) Yes - continue ___(2) No – skip to #5
3a. Did MSD employees complete the service?
___(1) Yes – continue ___(2) No – skip to #5 ___(3) Not sure – skip to #5
4. [IF YES – ASK 4A-4F] Based on your experience with the employee(s) who visited your
home or neighborhood, please answer the following questions.
YES NO (A) Did MSD employee arrive on time or within timeframe you expected?
YES NO (B) Was the MSD employee’s appearance professional?
YES NO (C) Was the MSD employee technically competent and knowledgeable?
YES NO (D) Was the MSD employee courteous?
YES NO (E) Were repairs or service improvements made in a timely manner?
YES NO (F) Did the employee who visited your home tell you what would be required to
addresses your concern and approximately how long it would take MSD to resolve? YES NO (G) Did the employee who visited your home adequately help you resolve your issue or concern? ASK H- I ONLY IF NO TO Q3G
(H) Why Not (be specific)? _______________________________________________
YES NO (I) Has anyone followed-up with you since the employee visited your home to provide
You with the status of your issue?
5. Did MSD or any of its employees do anything you really LIKED?
_____________________________________________________________________
6. Did MSD or any of its employees do anything they you really DID NOT LIKE that you have not
already mentioned?
_____________________________________________________________________
7. Can you think of any ways that MSD can be more responsive to your needs?
_____________________________________________________________________
8. Using a 10-point scale where “10” me ans completely satisfied and “1” means not satisfied at all,
please rate MSD’s overall performance in the following areas based on the interaction you had with
MSD in the past 60 days. Completely Not Satisfied Don't
How satisfied are you with: Satisfied At All Know
(A) Quality of service provided by employees
who helped you on the phone ...................... 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
____(2) Duplex-Triplex
____(3) Apartment/Condo
____(4) Mobile home
____(5) Other
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:__________________________________
-66-
725 W. Frontier Circle
Olathe, KS 66061
(913) 829- 1215
October 2014
2014 Post Contact Survey
3rd Quarter Results
Conducted for
Metropolitan St. Louis Sewer
District
Final Report
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 ..................................................... 79
i
Executive Summary
Purpose and Methodology
ETC Institute conducted a post-contact survey for the Metropolitan St. Louis Sewer District
during the 3rd quarter of 2014. The survey was administered by phone to a random sample of
451 customers who had contacted MSD for either a billing issue or maintenance problem.
The survey was administered to a minimum of 75 clients randomly selected from billing records
and 75 clients randomly selected from field service (Hanson) records each month. The overall
results of the survey for this quarter have a precision of at least +/-4.6% at the 95% level of
confidence. The results of the individual billing and field service (Maximo) sub-samples have a
precision of at least +/-6.5% at the 95% level of confidence for this quarter. Since the type of
field service calls varied widely from one quarter to the next, ETC Institute weighted the field
service responses so that each of the four types of calls were equal for the results shown in this
report. The four types of field service calls were: 1) Cave In, 2) Water Backup, 3) Stormwater,
and 4) Other (all other calls).
This report contains:
An executive summary of the methodology
Charts depicting the overall results of the survey
GIS map showing location of respondents
Tabular data for the results by Billing, Field Service (Maximo) and overall
A copy of the survey instrument
BILLING
Customers’ Experience with BILLING Employees who made a call by phone. Based on
customers’ experience with billing employees who made a service call by phone during the
3rd quarter of 2014, 88% of respondents reported that the length of time to wait to speak to
an employee was acceptable. This is significantly lower than last quarter when 95% of
respondents indicated that the wait was acceptable.
ii
FIELD SERVICE
Customers’ Experience with Employees Making a Field Service Call Remains High.
Based on the Customers’ experience with employees making a field service call to their
home/neighborhood, 4 out of 7 categories increased or stayed about the same over the past
quarter. Areas that had significant increases (+/- 3%) included:
Employee told what would be required to address concerns and time it would take
(+9%)
Employee arrived at the expected time (+3%)
Current Overall Mean Satisfaction Ratings (3rd Quarter 2014)
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 8.50 (‐.2 from last quarter).
2nd Quarter 2014 Mean Satisfaction Rating was 8.70
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 8.90 (+.90 from last quarter).
2nd Quarter 2014 Mean Satisfaction Rating was 8.00
Satisfaction with the Overall Quality of Service Provided by MSD. Satisfaction with the
overall quality of service provided by MSD is currently 8.10 (+.10 from last quarter).
2nd Quarter 2014 Mean Satisfaction Rating was 8.00
Satisfaction with the Overall Quality of Service Provided by BILLING. Satisfaction with the
overall quality of service provided by Billing is currently 8.10 (‐.20 from last quarter).
2nd Quarter 2014 Mean Satisfaction Rating was 8.30
Satisfaction with the Overall Quality of Service Provided by FIELD SERVICE. Satisfaction
with the overall quality of service provided by Field service is currently 8.10 (+.40 from last
quarter).
2ndQuarter 2014 Mean Satisfaction Rating was 7.70
Section 1: Charts and Graphs
MSD Post Contact Survey 3rd Quarter 2014 Results
1
226 225
Number of Surveys
0
50
100
150
200
250
Field Service Billing
Number of Post Contact Surveys Conducted by Type
Total = 451
49.9%50.1%
Source: ETC Institute (Post-Contact Survey - 3rd Quarter 2014)
226 225
Number of Surveys
0
50
100
150
200
250
Maintenance Problem Billing Issue
Q1: What Was the Primary Reason You Had Contact
with an MSD Employee During the Past 60 Days?
50.1%49.9%
Source: ETC Institute (Post-Contact Survey - 3rd Quarter 2014)
MSD Post Contact Survey 3rd Quarter 2014 Results
2
95%
97%
97%
97%
96%
96%
85%
89%
90%
93%
88%
92%
96%
96%
79%
83%
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
0% 25% 50% 75% 100%
Field Service Billing
Q2: Customers' Experience with Employees by Phone
By Type of Contact
3rd Quarter 2014
mean percentage of "yes" responses for respondents who called MSD
Source: ETC Institute (Post-Contact Survey - 3rd Quarter 2014)
Trend Data
Q2: Customers' Experience with Field Service
Employees by Phone
4th Qtr 2013 through 3rd Qtr 2014
mean percentage of "yes" responses for respondents who called MSD
93%
97%
98%
95%
97%
96%
84%
94%
89%
98%
98%
95%
96%
96%
79%
92%
88%
94%
94%
91%
93%
96%
57%
79%
95%
97%
97%
97%
96%
96%
85%
89%
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
0% 20% 40% 60% 80% 100%
4th Qtr 2013 1st Qtr 2014 2nd Qtr 2014 3rd Qtr 2014
Source: ETC Institute (Post-Contact Survey - 3rd Quarter 2014)
MSD Post Contact Survey 3rd Quarter 2014 Results
3
Trend Data
Q2: Customers' Experience with Billing Employees
by Phone
4th Qtr 2013 through 3rd Qtr 2014
mean percentage of "yes" responses for respondents who called MSD
93%
97%
91%
94%
96%
96%
88%
84%
91%
95%
92%
95%
97%
97%
87%
89%
93%
96%
95%
92%
97%
98%
85%
83%
90%
93%
88%
92%
96%
96%
79%
83%
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
0% 20% 40% 60% 80% 100%
4th Qtr 2013 1st Qtr 2014 2nd Qtr 2014 3rd Qtr 2014
Source: ETC Institute (Post-Contact Survey - 3rd Quarter 2014)
mean percentage of "yes" responses by customers who received a service call (Maximo)
Trend Data
Q4: Customers' Experience with MSD Employee(s) Who
Made a Service Call to Home/Neighborhood
4th Qtr 2013 through 3rd Qtr 2014
94%
100%
96%
98%
73%
87%
72%
93%
97%
94%
94%
71%
72%
82%
96%
97%
99%
99%
96%
79%
88%
99%
96%
95%
96%
95%
88%
86%
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
0% 20% 40% 60% 80% 100%
4th Qtr 2013 1st Qtr 2014 2nd Qtr 2014 3rd Qtr 2014
Source: ETC Institute (Post-Contact Survey - 3rd Quarter 2014)
MSD Post Contact Survey 3rd Quarter 2014 Results
4
Q8a: Satisfaction with the Overall Quality of Service
Provided over the Phone by Field Service
mean rating based on a 10-point scale where 1="not satisfied at all" and 10="completely satisfied"
8.30
8.70 8.70
8.00
8.90
3rd Qtr 2013 4th Qtr 2013 1st Qtr 2014 2nd Qtr 2014 3rd Qtr 2014
5.00
6.00
7.00
8.00
9.00
10.00
Trend Data
3rd Qtr 2013 through 3rd Qtr 2014
Source: ETC Institute (Post-Contact Survey - 3rd Quarter 2014)
Q8a: Satisfaction with the Overall Quality of Service
Provided over the Phone by Billing
mean rating based on a 10-point scale where 1="not satisfied at all" and 10="completely satisfied"
8.80 8.70 8.70 8.70
8.50
3rd Qtr 2013 4th Qtr 2013 1st Qtr 2014 2nd Qtr 2014 3rd Qtr 2014
5.00
6.00
7.00
8.00
9.00
10.00
Trend Data
3rd Qtr 2013 through 3rd Qtr 2014
Source: ETC Institute (Post-Contact Survey - 3rd Quarter 2014)
MSD Post Contact Survey 3rd Quarter 2014 Results
5
7.50
8.20 8.20
7.70
8.10
3rd Qtr 2013 4th Qtr 2013 1st Qtr 2014 2nd Qtr 2014 3rd Qtr 2014
5.00
6.00
7.00
8.00
9.00
10.00
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"
Trend Data
3rd Qtr 2013 through 3rd Qtr 2014
Source: ETC Institute (Post-Contact Survey - 3rd Quarter 2014)
8.50 8.50 8.50
8.30
8.10
3rd Qtr 2013 4th Qtr 2013 1st Qtr 2014 2nd Qtr 2014 3rd Qtr 2014
5.00
6.00
7.00
8.00
9.00
10.00
Q8c: Satisfaction with the Overall Quality of Service
Provided by MSD: BILLING ONLY
mean rating based on a 10-point scale where 1="not satisfied at all" and 10="completely satisfied"
Trend Data
3rd Qtr 2013 through 3rd Qtr 2014
Source: ETC Institute (Post-Contact Survey - 3rd Quarter 2014)
MSD Post Contact Survey 3rd Quarter 2014 Results
6
8.00
8.30 8.40
8.00 8.10
3rd Qtr 2013 4th Qtr 2013 1st Qtr 2014 2nd Qtr 2014 3rd Qtr 2014
5.00
7.00
9.00
Q8c: Satisfaction with the Overall Quality of Service
Provided by MSD: ALL RESPONDENTS
mean rating based on a 10-point scale where 1="not satisfied at all" and 10="completely satisfied"
Trend Data
3rd Qtr 2013 through 3rd Qtr 2014
Source: ETC Institute (Post-Contact Survey - 3rd Quarter 2014)
Q9: Do You Own or Rent Your Current Residence?
by percentage of respondents
Own
93%
Rent
5%
Not provided
2%
Source: ETC Institute (Post-Contact Survey - 3rd Quarter 2014)
MSD Post Contact Survey 3rd Quarter 2014 Results
7
Q10: Which of the Following Best Describes Your Home?
by percentage of respondents
Single family
91%
Duple-Triplex
3%
Apt/Condo
2%
Other
4%
Source: ETC Institute (Post-Contact Survey - 3rd Quarter 2014)
Q11: How Many Years Old is Your Home?
by percentage of respondents
Less than 5
1%
5-10 years
3%
11-20 years
4%
More than 20 years
92%
Source: ETC Institute (Post-Contact Survey - 3rd Quarter 2014)
MSD Post Contact Survey 3rd Quarter 2014 Results
8
Q12: How Many Years Have You Lived
in Your Current Home?
by percentage of respondents
Less than 5
22%
5-10 yrs
18%
11-20 yrs
18%
More than 20 yrs
42%
Source: ETC Institute (Post-Contact Survey - 3rd Quarter 2014)
MSD Post Contact Survey 3rd Quarter 2014 Results
9
Section 2: GIS Maps
MSD Post Contact Survey 3rd Quarter 2014 Results
10
Location of All Respondents
MSD Post Contact Survey
3rd Quarter Results (2014)
MSD Post Contact Survey 3rd Quarter 2014 Results
11
3rd
Quarter
Q8a: Satisfaction with the Overall Quality of Service
Provided over the Phone by Billing
MSD Post Contact Survey 3rd Quarter 2014 Results
12
3rd
Quarter
Q8a: Satisfaction with the Overall Quality of Service
Provided over the Phone by Maximo
MSD Post Contact Survey 3rd Quarter 2014 Results
13
3rd
Quarter
Q8c: Satisfaction with the Overall Quality of Service
Provided by MSD: BILLING ONLY
MSD Post Contact Survey 3rd Quarter 2014 Results
14
3rd
Quarter
Q8c: Satisfaction with the Overall Quality of Service
Provided by MSD: MAXIMO ONLY
MSD Post Contact Survey 3rd Quarter 2014 Results
15
Section 3: Tabular Data
MSD Post Contact Survey 3rd Quarter 2014 Results
16
WEIGHTED 3rd QUARTER RESULTS Year 2014 GROUPED PROBLEM CODE - WEIGHTED Grouped problem Code Number Percent 1=Cave In 56 12.4 % 2=Water Backup 55 12.2 % 3=Storm water 57 12.6 % 4=Other 58 12.9 % B=Billing 225 49.9 % Total 451 100.0 % Survey type Number Percent B=Billing 225 49.9 % F=Field service 226 50.1 % Total 451 100.0 % 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 225 49.9 % 2=Maintenance problem 226 50.1 % Total 451 100.0 % 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 451 100.0 % Total 451 100.0 % MSD Post Contact Survey3rd Quarter 2014 Results17
WEIGHTED 3rd QUARTER RESULTS Year 2014 Q2. Based on your experience with the employees you spoke with by phone, please answer the following questions. (N=451) OVERALL Yes No 1 2 Q2a Easy to determine phone # to call 92.5% 7.5% Q2b MSD Customer Service Ctr open 95.1% 4.9% Q2c Time waited to speak was acceptable 92.7% 7.3% Q2d Employee was tech competent 94.4% 5.6% Q2e Employee was courteous 96.1% 3.9% Q2f Employee treated you with respect 96.1% 3.9% Q2g What was needed to address concern 82.2% 17.8% Q2h Employee resolved question/concern 85.9% 14.1% If NO to Q2h ask Q2j and Q2k Q2j Any followup regarding issue status 22.0% 78.0% MSD Post Contact Survey3rd Quarter 2014 Results18
WEIGHTED 3rd QUARTER RESULTS Year 2014 Q2i. Why not? [B=Billing] Survey type Problem Description Contact Person Q2i Why not? B --- Alesha Gardner Bad service. Wasn't pleased. B --- Alesha Gardner Billing collection. B --- Alesha Gardner didnt resolve issue, sent me to collections B --- Alesha Gardner they didnt give me the info i wanted B --- Alesha Gardner They want me to talk to another company. B --- Angelica Rivas- Diaz I got double billed B --- Angelica Rivas-Dias There was a problem the REP could not answer. B --- Angelica Rivas-Diaz Not sure if the issue is resolved B --- Angelica Rivas-Diaz They didn't know what was going on B --- Angelica Rivas-Diaz waiting on the supervisor to call back B --- Billy Steward had to call a few times for resolution B --- Billy Steward MAW said that MSD needs to make an adjust B --- Billy Steward they didn't make the adjustment B --- Billy Steward They laughed at me and hung up the phone. B --- Caroll Rogers Called them and nothing has been done. B --- Cynthia Womack Ended up having to call someone else. MSD Post Contact Survey3rd Quarter 2014 Results19
WEIGHTED 3rd QUARTER RESULTS Year 2014 Q2i. Why not? [B=Billing] Survey type Problem Description Contact Person Q2i Why not? B --- Emily Lopez Couldn't explain why bill went up B --- Emily Lopez Did not explain the breakdown of the bill B --- Gwen Pirtle I didn't receive service and got a bill for it B --- Jacqueline Gosset they didnt know how to help me B --- Jaime Dixson Account information was never taken right B --- Jaime Dixson kept billing me for vacant property B --- Jaime Dixson Not resolved yet B --- Jaime Dixson They said they can't switch the name on the bill B --- Jaime Dixson They wouldn't explain the bill. B --- Janica Anthony because they never called me back B --- Jeanette Streater Didn't resolve the issue. B --- Jeanette Streater they sent me to a collection agency B --- NaTasha M. Bishop didnt know the answers to my questions B --- NaTasha M. Bishop It wasnt able to B --- NaTasha M. Bishop just could not fix my issue. B --- NaTasha M. Bishop they still over billed me B --- Orlandos Humphrey never got a good answer B --- Sara Conrad I'm not using there water yet I still get a bill. B --- Sara Conrad Very rude MSD Post Contact Survey3rd Quarter 2014 Results20
WEIGHTED 3rd QUARTER RESULTS Year 2014 Q2i. Why not? [B=Billing] Survey type Problem Description Contact Person Q2i Why not? B --- Sheila Bowers messed up my billing B --- Sheila Bowers N/A no contact by phone B --- Sheila Bowers problem not resolved yet B --- Sheila Bowers They called me B --- Shelia Bowers there is still an issue B --- Tiana Hilliard didn't get my answer to my question. B --- Tiana Hilliard They say there's nothing they can do. B --- Tiana Hilliard Want me to pay for a bill that is too high B --- Tiana Hilliard We discous problems B --- Tiffany Kisner did not receive the bill and i called about it B --- Tiffany Kisner Rude and wouldn't pass her on to supervisor B --- Tiffany Kisner they charged me for a bill i already paid B --- Tiffany Kisner Water should be turned off but is still on B --- Tunisia Huddleston Always very rude B --- Tunisia Huddleston Didn't get the issue handled MSD Post Contact Survey3rd Quarter 2014 Results21
WEIGHTED 3rd QUARTER RESULTS Year 2014 Q2i. Why not? [F=Field Service] Survey type Work Order Number Service Area Grouped problem Code Crew Member #1 Department Responsible Q2i Why not? F 2447308 MI 1 Jphnson Construction They have not done anything about it F 2448882 MI 2 klages Maintenance didnt send anybody out F 2449590 MI 2 mullen Maintenance said have to send some one out F 2460932 MI 4 Johnson Maintenance no gave him the run around F 2488417 SU 1 Harwell Construction They shuffled me off to another number F 2502401 SU 1 Harwell Construction, Maintenance nobody has been out F 2504865 MI 1 Johnson Construction, Maintenance when she called the person was rude F 2537544 GR 4 Webb Construction, Maintenance they only sent me a letter with issue number F 2537558 GR 1 Jourdain Construction, Maintenance They are still working on it. F 2642738 MI 4 Vermillon Construction, Maintenance No because it's still flooding. F 2653671 MI 1 Daily Construction, Maintenance They didn't fix the problem. F 2653685 MI 3 Franks Maintenance She was very disrespectful and rude. F 2668751 MI 4 Diering Maintenance I don't know what department to talk to F 2676650 GR 1 Jeremiah A. Raber Construction MSD just kept making excuses F 2694573 GR 4 NONE ON SHEET Construction Nobodys has been sent out F 2710400 SU 2 Harwell Maintenance Very 'short" with me MSD Post Contact Survey3rd Quarter 2014 Results22
WEIGHTED 3rd QUARTER RESULTS Year 2014 Q2i. Why not? [F=Field Service] Survey type Work Order Number Service Area Grouped problem Code Crew Member #1 Department Responsible Q2i Why not? F 2711227 GR 4 Raup Maintenance CSR was rude and not very helpful F 2729378 MI 4 Daily Jr Maintenance Not a MSD problem. F 2762115 GR 2 Overberg Maintenance The garage still gets water in it F 2763714 MI 2 Daily Jr Maintance He did not give proper information F 2763723 SU 4 Harwell Maintenance They didnt tell me when someone was coming F 2764019 GR 3 Gassner Maintance Gave wrong information to worker F 2766133 GR 1 Alonzo Construction They took information only F 2769441 MI 2 Daily Jr. Maintenance They said someone would come out but didn t F 2774079 SU 4 Harwell Maintance employee wasn't sure where problem was F 2785293 GR 1 Furlow Construction, Maintenance It is not because of MSD. MSD Post Contact Survey3rd Quarter 2014 Results23
WEIGHTED 3rd QUARTER RESULTS Year 2014 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 90.3% 9.7% Q2b MSD Customer Service Ctr open 93.3% 6.7% Q2c Time waited to speak was acceptable 88.3% 11.7% Q2d Employee was tech competent 92.2% 7.8% 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 79.2% 20.8% Q2h Employee resolved question/concern 82.6% 17.4% If NO to Q2h ask Q2j and Q2k Q2j Any followup regarding issue status 13.9% 86.1% MSD Post Contact Survey3rd Quarter 2014 Results24
WEIGHTED 3rd QUARTER RESULTS Year 2014 Q2. Based on your experience with the employees you spoke with by phone, please answer the following questions. [Field service only] (N=226) Field Service Yes No 1 2 Q2a Easy to determine phone # to call 94.6% 5.4% Q2b MSD Customer Service Ctr open 96.7% 3.3% Q2c Time waited to speak was acceptable 96.7% 3.3% Q2d Employee was tech competent 96.6% 3.4% Q2e Employee was courteous 96.3% 3.7% Q2f Employee treated you with respect 96.3% 3.7% Q2g What was needed to address concern 85.1% 14.9% Q2h Employee resolved question/concern 89.3% 10.7% If NO to Q2h ask Q2j and Q2k Q2j Any followup regarding issue status 34.8% 65.2% MSD Post Contact Survey3rd Quarter 2014 Results25
WEIGHTED 3rd QUARTER RESULTS Year 2014 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 Yes No 1 2 Q2a Easy to determine phone # to call 96.3% 3.7% Q2b MSD Customer Service Ctr open 100.0% 0.0% Q2c Time waited to speak was acceptable 98.1% 1.9% Q2d Employee was tech competent 98.0% 2.0% 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 85.2% 14.8% Q2h Employee resolved question/concern 87.5% 12.5% If NO to Q2h ask Q2j and Q2k Q2j Any followup regarding issue status 0.0% 100.0% MSD Post Contact Survey3rd Quarter 2014 Results26
WEIGHTED 3rd QUARTER RESULTS Year 2014 Q2. Based on your experience with the employees you spoke with by phone, please answer the following questions. [Water backup only] (N=55) Water backup Yes No 1 2 Q2a Easy to determine phone # to call 92.7% 7.3% Q2b MSD Customer Service Ctr open 90.4% 9.6% Q2c Time waited to speak was acceptable 93.8% 6.3% Q2d Employee was tech competent 96.0% 4.0% Q2e Employee was courteous 98.1% 1.9% Q2f Employee treated you with respect 98.1% 1.9% Q2g What was needed to address concern 83.7% 16.3% Q2h Employee resolved question/concern 90.9% 9.1% If NO to Q2h ask Q2j and Q2k Q2j Any followup regarding issue status 25.0% 75.0% MSD Post Contact Survey3rd Quarter 2014 Results27
WEIGHTED 3rd QUARTER RESULTS Year 2014 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=57) Stormwater Yes No 1 2 Q2a Easy to determine phone # to call 96.5% 3.5% 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 98.1% 1.9% 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 87.3% 12.7% Q2h Employee resolved question/concern 92.7% 7.3% If NO to Q2h ask Q2j and Q2k Q2j Any followup regarding issue status 100.0% 0.0% MSD Post Contact Survey3rd Quarter 2014 Results28
WEIGHTED 3rd QUARTER RESULTS Year 2014 Q2. Based on your experience with the employees you spoke with by phone, please answer the following questions. [Other problem codes for Field service] (N=58) Other Yes No 1 2 Q2a Easy to determine phone # to call 93.1% 6.9% Q2b MSD Customer Service Ctr open 96.5% 3.5% Q2c Time waited to speak was acceptable 94.7% 5.3% Q2d Employee was tech competent 94.4% 5.6% Q2e Employee was courteous 94.7% 5.3% Q2f Employee treated you with respect 94.7% 5.3% Q2g What was needed to address concern 84.0% 16.0% Q2h Employee resolved question/concern 86.2% 13.8% If NO to Q2h ask Q2j and Q2k Q2j Any followup regarding issue status 28.6% 71.4% MSD Post Contact Survey3rd Quarter 2014 Results29
WEIGHTED 3rd QUARTER RESULTS Year 2014 Q3. Did MSD employees make a service call to your home or neighborhood in the past 60 days? N=451 Survey type Total Field service Billing F B Total 50.1% 49.9% 100.0% Q3 Service call in last 60 days 1=Yes 94.6% 1.8% 48.2% 2=No 5.4% 98.2% 51.8%MSD Post Contact Survey3rd Quarter 2014 Results30
WEIGHTED 3rd QUARTER RESULTS Year 2014 Q3a. Did the MSD employees complete the service? Q3a MSD employees completed service Number Percent 1=Yes 180 82.6 % 2=No 24 11.0 % 3=Not sure 14 6.4 % Total 218 100.0 % MSD Post Contact Survey3rd Quarter 2014 Results31
WEIGHTED 3rd QUARTER RESULTS Year 2014 Q4. Based on your experience with the employees who visited your home or neighborhood, please answer the following questions. [OVERALL FIELD SERVICE] (N=216) Overall Field Yes No 1 2 Q4a Did MSD employee arrive on time 98.7% 1.3% Q4b MSD employee appearance professional 96.0% 4.0% Q4c Employee technically competent 95.1% 4.9% Q4d Was MSD employee courteous 95.9% 4.1% Q4e Repairs/service improvement timely 95.2% 4.8% Q4f What was needed to address concern 88.2% 11.8% Q4g Employee resolved issue or concern 86.0% 14.0% if NO to Q4g ask Q4i and Q4h q4i Any followup regarding issue status 25.0% 75.0% MSD Post Contact Survey3rd Quarter 2014 Results32
WEIGHTED 3rd QUARTER RESULTS Year 2014 Q4h. Why not? [F=Field Service] Survey type Work Order Number Service Area Grouped problem Code Crew Member #1 Department Responsible Q4h If not why F 2447352 GR 2 Webb Maintenance said wasnt msd problem F 2448882 MI 2 klages Maintenance still nothing done F 2448888 GR 3 Gassner Maintenance not sure what if anything happend F 2449590 MI 2 mullen Maintenance said not there problem F 2454741 MI 4 wilson construction still working on it F 2459689 MI 4 Johnson Maintenance no the fix the problem and it still is F 2460932 MI 4 Johnson Maintenance fixed nothing still has a gas oder F 2464779 GR 2 Rothlisberger Maintenance not msd prob F 2471261 MI 3 Goodwin Maintenance hes not sure never checked F 2486044 SU 3 Vollmer Maintenance said not msd problem F 2486853 MI 2 Daily jr Maintenance not an msd prob F 2497205 SU 2 Davis Maintenance still have problem on the strret F 2498369 MI 3 franks Maintenance never fixed problem F 2514155 SU 2 Davis Maintenance still having same problem F 2519095 GR 1 jourdain Construction, Maintenance havent fixed yet weather pending F 2525593 SU 2 Davis Maintenance just told me who I needed to call. F 2528615 GR 1 Jourdain Construction, Maintenance The problem seems to be reslove F 2543643 MI 4 Daily Jr Maintenance they were rude and didn't answer me F 2644179 GR 2 Thiel Maintenance They weren't sure why the water was backing up F 2648707 SU 3 Vollmer Maintenance Not a house call, they cleaned the sewer out. MSD Post Contact Survey3rd Quarter 2014 Results33
WEIGHTED 3rd QUARTER RESULTS Year 2014 Q4h. Why not? [F=Field Service] Survey type Work Order Number Service Area Grouped problem Code Crew Member #1 Department Responsible Q4h If not why F 2673669 SU 2 Anthony R. Harwell Maintenance Had to get my own plumber F 2676584 MI 2 Johnson Maintenance MSD said it was not on them F 2681450 MI 2 Roy J. Daily Jr. Maintenance Was told the problem was not an MSD issue F 2710353 GR 1 Leinberger Construction Still not taken care of F 2710400 SU 2 Harwell Maintenance Said no there problem but was F 2710795 GR 1 Furlow Construction The cave in keeps growing F 2712336 SU 2 Harwell Maintenance I don't think they ever came out. F 2719564 MI 1 Daily Jr. Construction Says not a MSD problem F 2719577 GR 1 Raber Construction post and flags still there. F 2725394 GR 3 Rumpsa Maintenance At a stand still with MSD F 2726710 MI 1 Johnson Construction Came out, put up a cone and sprayed F 2726718 SU 2 Knackstedt Maintenance Not a MSD problem. F 2730287 MI 4 Daily Jr Maintenance Not a MSD problem, still have a smell. F 2730955 GR 3 Mewes Maintenance Says not a MSD problem F 2735355 SU 4 Vollmer Maintenance Back alley stopped up F 2745457 MI 1 Daily Jr. Construction Not MSD's issue. F 2750005 GR 1 Raber Construction the crew checked out the wrong spot F 2754256 MI 2 Vermillon Maintenance They didnt do what I wanted them to do. F 2757553 SU 2 Harwell Maintance Not their problem F 2761285 SU 3 Knacksted Maintenance Were not there when they completed MSD Post Contact Survey3rd Quarter 2014 Results34
WEIGHTED 3rd QUARTER RESULTS Year 2014 Q4h. Why not? [F=Field Service] Survey type Work Order Number Service Area Grouped problem Code Crew Member #1 Department Responsible Q4h If not why F 2761776 MI 4 Johnson Maintance I was not home but odor is not as bad F 2763460 GR 4 Willis Construction Did not see them F 2763563 GR 1 Raber Construction The ground is already caving in again. F 2785293 GR 1 Furlow Construction, Maintenance I did not meet them. F 2790227 MI 4 Johnson Construction, Maintenance I did not see them. MSD Post Contact Survey3rd Quarter 2014 Results35
WEIGHTED 3rd QUARTER RESULTS Year 2014 Q4. Based on your experience with the employees who visited your home or neighborhood, please answer the following questions. [CAVE-INS ONLY] (N=51) Cave In Yes No 1 2 Q4a Did MSD employee arrive on time 100.0% 0.0% Q4b MSD employee appearance professional 96.4% 3.6% Q4c Employee technically competent 96.6% 3.4% Q4d Was MSD employee courteous 96.6% 3.4% Q4e Repairs/service improvement timely 90.6% 9.4% Q4f What was needed to address concern 82.4% 17.6% Q4g Employee resolved issue or concern 76.9% 23.1% if NO to Q4g ask Q4i and Q4h q4i Any followup regarding issue status 33.3% 66.7% MSD Post Contact Survey3rd Quarter 2014 Results36
WEIGHTED 3rd QUARTER RESULTS Year 2014 Q4. Based on your experience with the employees who visited your home or neighborhood, please answer the following questions. [WATER BACKUP ONLY] (N=53) Water backup Yes No 1 2 Q4a Did MSD employee arrive on time 97.8% 2.2% Q4b MSD employee appearance professional 97.5% 2.5% Q4c Employee technically competent 97.4% 2.6% Q4d Was MSD employee courteous 97.4% 2.6% Q4e Repairs/service improvement timely 89.7% 10.3% Q4f What was needed to address concern 88.9% 11.1% Q4g Employee resolved issue or concern 87.8% 12.2% if NO to Q4g ask Q4i and Q4h q4i Any followup regarding issue status 33.3% 66.7% MSD Post Contact Survey3rd Quarter 2014 Results37
WEIGHTED 3rd QUARTER RESULTS Year 2014 Q4. Based on your experience with the employees who visited your home or neighborhood, please answer the following questions. [STORMWATER] (N=56) Stormwater Yes No 1 2 Q4a Did MSD employee arrive on time 96.3% 3.7% Q4b MSD employee appearance professional 92.0% 8.0% Q4c Employee technically competent 87.0% 13.0% Q4d Was MSD employee courteous 91.3% 8.7% Q4e Repairs/service improvement timely 100.0% 0.0% Q4f What was needed to address concern 92.0% 8.0% Q4g Employee resolved issue or concern 83.3% 16.7% if NO to Q4g ask Q4i and Q4h q4i Any followup regarding issue status 0.0% 100.0% MSD Post Contact Survey3rd Quarter 2014 Results38
WEIGHTED 3rd QUARTER RESULTS Year 2014 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=52) Other Yes No 1 2 Q4a Did MSD employee arrive on time 100.0% 0.0% Q4b MSD employee appearance professional 96.7% 3.3% Q4c Employee technically competent 96.7% 3.3% Q4d Was MSD employee courteous 96.7% 3.3% Q4e Repairs/service improvement timely 100.0% 0.0% Q4f What was needed to address concern 89.7% 10.3% Q4g Employee resolved issue or concern 93.8% 6.3% if NO to Q4g ask Q4i and Q4h q4i Any followup regarding issue status 33.3% 66.7% MSD Post Contact Survey3rd Quarter 2014 Results39
WEIGHTED 3rd QUARTER RESULTS Year 2014 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 --- Angelica Rivas-Diaz addressed the concern helped B --- Janica Anthony All good B --- Billy Steward Almost everyone i spoke to was very respectful B --- Tiana Hilliard Always been good B --- EMILY LOPEZ ANSWERED HER QUESTION B --- Angelica Rivas-Diaz Answered my questions B --- Jaime Dixson Are ok with me B --- Emily Lopez Attitude was very polite. B --- NaTasha M. Bishop Came out and did the job. B --- Emily Lopez courteous to me and didn't get hateful. B --- Vanessa Munoz Customer service representative was helpful B --- Sheena Adams Customer service reps are respectful B --- Emily Lopez Did everything i needed them to do. B --- Jami Miller did their job in a timely manner. B --- Jeanette Streater doing a good job B --- Jacqueline Gosset Employee gave me information and steps B --- NaTasha M. Bishop Everything was alright. B --- Tiffany Kisner Everything was fine B --- Sheila Bowers Everything was fine B --- Jeanette Streater Everything was fine. B --- NaTasha M. Bishop Everything was fine. B --- Julie Clendenny Everything was fine. B --- Angelica Rivas-Diaz Everything was good B --- Sheila Bowers Everything went great. B --- Jacqueline Gossett everything is fine MSD Post Contact Survey3rd Quarter 2014 Results40
WEIGHTED 3rd QUARTER RESULTS Year 2014 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 --- Emily Lopez everything was good B --- Emily Lopez everything was great B --- Tiffany Kisner explained what the issue was and gave suggestions B --- Tiana Hilliard fixed my issue. B --- Jaime Dixson Fixed my yard. B --- Janica Anthony Good customer service B --- Caroll Rogers good customer service B --- Jacqueline Gosset Good service B --- Tiffany Kisner good service B --- Tiffany Kisner good service B --- ALESHA GARDNER GOT HER MONEY BACK TO HER B --- Sheila Bowers Great job, very helpfull B --- Debra Carter handled everything fine B --- Chelsea Cervantes Handled it well. and quick. B --- Angelica Rivas- Diaz handled my bill B --- Tiana Hilliard have been polite everytime B --- Caroll Rogers helped me alot B --- Sara Conrad Helped understand the bill B --- Alesha Gardner Helped with 2 accounts. B --- Jaime Dixson helped with my question. B --- Caroll Rogers helped with question B --- Angelica Rivas-Diaz helpful B --- ALESHA GARDNER HEY DO EVERYTHING HE LIKES B --- Angelica Rivas-Diaz how they took care of bill. B --- Janica Anthony I always solve my problems when I call. B --- Alesha Gardner I felt like the lady handle prefect.` B --- Jaime DIxson I like their prompt service MSD Post Contact Survey3rd Quarter 2014 Results41
WEIGHTED 3rd QUARTER RESULTS Year 2014 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 --- Emily Lopez It's a very needed entity B --- Jaime Dixson It was Fine B --- Felicia Yancey it was ok B --- NaTasha M. Bishop just courteous. B --- Sheila Bowers Just did their job B --- Janica Anthony just very friendly B --- Janica Anthony knowledgable B --- NaTasha M. Bishop Lady I spoke to was friendly. B --- Jaime Dixson Liked the help from the first person B --- Chelsea Cervantes Likes that msd is patient. B --- Emily Lopez MSD employees great at answering question B --- Sara Conrad MSD is the easiest to reach B --- Caroll Rogers N/A B --- Sheila Bowers Nice B --- Tunisia Huddleston Overall i'm t to sure what the issue was B --- Janica Anthony Overall pleased with everything they did. B --- Janica Anthony Perfect B --- Tiana Hilliard Person who helped me was exceptionall B --- Tiana Hilliard problem B --- Janica Anthony Prompt B --- Vanessa Munoz Quick and easy B --- Jaime Dixson Quick service B --- Julie Clendenny Received in coming call from MSD B --- NaTasha M. Bishop resolved problem B --- Emily Lopez Resolved the issue. MSD Post Contact Survey3rd Quarter 2014 Results42
WEIGHTED 3rd QUARTER RESULTS Year 2014 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 --- Jaime Dixson responded well B --- Angelica Rivas-Diaz Service works fine B --- Janica Anthony she answered my question B --- Angelica Rivas-Diaz She took the time to help me B --- SHEILA BOWERS SHE UPDATED INFO B --- Jaime Dixson She was really nice & helpful. B --- Tiffany Kisner She was satisfied with what they did. B --- Caroll Rogers She was very kind, and nice. B --- Sara Conrad She was very quick B --- EMILY NOLAND SOLVED PROBLEM B --- ANGELICA RIVAS-DIAZ THAT SHE FIXED IT RIGHT AWAY B --- Alesha Gardner The call the was excellent B --- Tiffany Kisner the courtesy calls B --- Tiffany Kisner The CSR was rude. B --- Vanessa Munoz The guy who made the service call was very respectful B --- Alesha Gardner They address my concern B --- Jaime Dixson They answered my question. B --- Felicia Yancey They answered my questions. B --- NaTasha M. Bishop They answered the questions. B --- Billy Steward They are good at what they do. B --- Emily Lopez They are polite. B --- Tunisia Huddleston They are polite. B --- Emily Lopez They are very nice and informative. B --- Janica Anthony They are very polite. B --- Gwen Pirtle They came out and check it and I liked that. B --- Janica Anthony They did a fine job. MSD Post Contact Survey3rd Quarter 2014 Results43
WEIGHTED 3rd QUARTER RESULTS Year 2014 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 --- NaTasha M. Bishop They did a good job B --- Billy Steward They did a great job helping me. B --- NaTasha M. Bishop They did fine. B --- Alesha Gardner They don't disturb me when Im behind on bill. B --- Angelica Rivas-Diaz They fact they were nice to me B --- Caroll Rogers they found something in the sewer B --- Caroll Rogers They handled situation proptly B --- Sheena Adams They helped me out and was quick. B --- Caroll Rogers they helped with problem B --- Alesha Gardner They just did their job, and nice about it. B --- Tunisia Huddleston They just did their job. B --- Alesha Gardner They just did their jobs B --- Sheila Bowers They just explained what was going on B --- Elissa Mukadi They just gave information I needed. B --- Tiana Hilliard They just helped. B --- Emily Lopez They let me kw whats going on B --- Alesha Gardner They listen and explain. B --- Billy Steward they're good. B --- NaTasha M. Bishop they responded to my maintenance call B --- Sheila Bowers They solve the problem I had. B --- Tunisia Huddleston They their job. B --- Tiana Hilliard They took care of my business. B --- Emily Lopez They took care of the problem quick. MSD Post Contact Survey3rd Quarter 2014 Results44
WEIGHTED 3rd QUARTER RESULTS Year 2014 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 --- Jacqueline Gossett They took the time to answer my question B --- Caroll Rogers They very friendly, and helpful. B --- Tiffany Kisner They went and did what they needed to do. B --- Emily Lopez They were always good to me. B --- Debra Carter They were corteous B --- Emily Lopez They were courteous and efficient. B --- Sheila Bowers They were courteous and polite. B --- Angelica Rivas-Diaz They were courteous. B --- Billy Steward They were fast and did what I asked. B --- Tiana Hilliard They were nice B --- Billy Steward They were nice B --- Angelica Rivas-Diaz They were nice B --- Sheila Bowers They were nice to me B --- Angelica Rivas-Diaz They were nice, just could t help. B --- Janica Anthony They were nice. B --- Angelica Rivas-Diaz They were professional B --- Sheila Bowers They were very courteous. B --- Tunisia Huddleston They were very friendly B --- Tunisia Huddleston They were very nice B --- Angelica Rivas-Diaz They were very nice. B --- Angelica Rivas-Diaz They were very nice. B --- Emily Lopez They were very pleasant to speak to. B --- Jaime Dixson they were competent B --- Caroll Rogers they were courteous B --- Caroll Rogers they were helpful B --- Jami Miller They worked out a payment plan. MSD Post Contact Survey3rd Quarter 2014 Results45
WEIGHTED 3rd QUARTER RESULTS Year 2014 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 --- Alesha Gardner Told me what was going on B --- Jeanette Streater Took care of business. B --- Orlandos Humphrey Took care of situation. B --- Angelica Rivas-Diaz took care of everything B --- Emily Lopez took care of what I need to be done. B --- Crystal McCollum very courteous B --- Orlandos Humphrey very courteous B --- Alesha Gardner very courteous. B --- Tunisia Huddleston Very Fast and nice B --- Alesha Gardner Very friendly B --- Jaime Dixson very good, clear and patient. B --- Caroll Rogers Very Helpful B --- Jami Miller very helpful. worked out a payment plan. B --- Orlandos Humphrey very kind B --- Jaime Dixson VERY NICE. B --- Emily Lopez Very nice B --- Emily Lopez Very nice B --- Sheila Bowers Very nice and helpful, did their job. B --- Jaime Dixson very nice and helpful B --- Cynthia Womack very pleasant B --- Tiffany Kisner very pleased B --- Sheila Bowers Very Professional B --- Jaime Dixson Very quick and helpful B --- Emily Lopez Was respectful. And was helpful B --- Jacqueline Gosset were courteous B --- Sheila Bowers What I expected. B --- Alesha Gardner yes. toe of voice and very courteous. MSD Post Contact Survey3rd Quarter 2014 Results46
WEIGHTED 3rd QUARTER RESULTS Year 2014 Q5. Did MSD or any of its employees do anything you really LIKED? [F=Field Service] Survey type Service Area Grouped problem Code Crew Member #1 Department Responsible Q5 Really LIKED F GR 4 Thiel Construction, Maintenance ACTED FAST F GR 4 Mullen Maintenance all good F GR 2 Webb Maintenance at first prompt F GR 3 Vilchis Maintenance being promt helpful F GR 1 Thiel Maintenance best exsperice ever F GR 4 McMorrow Maintenance Came out on the same day F GR 2 Furlow Maintenance cant ask for better service F GR 2 Vilchis Maintenance Did everything I like. F GR 1 Vermillon Maintenance did what they said they would F GR 3 Rumpsa Maintenance Employees were very nice. F GR 2 Mullen Maintenance Everything was fine F GR 1 Alonzo Construction Maintenence everything was fine F GR 2 Vilchis Maintenance fast responce F GR 2 Theil Maintenance fast response F GR 2 Funke Maintenance Fast service. F GR 4 Mullen Maintenance Fast service. F GR 2 Funke Maintenance Fast service. F GR 3 Allen Maintenance, Construction felt like they worried about my issue. F GR 3 Webb Maintenance Fixed sewer F GR 1 Jourdain Construction, Maintenance Fixed the problem. F GR 4 Vilchis Construction, Maintenance fixed the cave in F GR 1 jourdain Construction, Maintenance got out there in a timly manner. F GR 2 Bixler Maintenance handled it great F GR 3 Gassner Maintenance He came out to look at it. F GR 1 Raber Construction Helpful F GR 4 Freddy R. Webb Maintenance It was great F GR 2 Furlow Maintenance just clear commuincation MSD Post Contact Survey3rd Quarter 2014 Results47
WEIGHTED 3rd QUARTER RESULTS Year 2014 Q5. Did MSD or any of its employees do anything you really LIKED? [F=Field Service] Survey type Service Area Grouped problem Code Crew Member #1 Department Responsible Q5 Really LIKED F GR 2 Vilchis Maintenance just did what suposed to and left a note F GR 2 D'Angelo Maintenance just showed up quick F GR 1 Alonzo Construction, Maintenance marked off until had time to repair F GR 1 Jourdain Construction, Maintenance Nice and Courteous F GR 3 Allen Maintenance Perfect F GR 4 Herb E. Thiel Maintenance Professiol and did a good job F GR 2 Vilchis Maintenance promt time and explained to him in detail F GR 4 Funke Maintenance Quick service. F GR 3 --- Maintenance responded on the job pretty quickly F GR 2 Vilchis Maintenance responded quick very nice F GR 2 Vilchis Maintenance Sent someone to check out the problem F GR 4 Vilchis Construction, Maintenance SERVICE GUY WAS AMAZING F GR 2 Thiel Maintenance She liked the responsiveness. F GR 4 boyd Maintenance shocked came out so quick F GR 4 Furlow Maintenance Showed up F GR 1 rousseau Construction, Maintenance showed up at first quick F GR 4 not listed Maintenance showed up to check her stuff was great F GR 2 Wynn Maintenance They are fixing the issue F GR 1 Alonzo Construction, Maintenance They are very courteous. F GR 1 Boatwright Construction, Maintenance They came and checked it out MSD Post Contact Survey3rd Quarter 2014 Results48
WEIGHTED 3rd QUARTER RESULTS Year 2014 Q5. Did MSD or any of its employees do anything you really LIKED? [F=Field Service] Survey type Service Area Grouped problem Code Crew Member #1 Department Responsible Q5 Really LIKED F GR 4 Vermillon Maintenance They came out quickly and explain what was going on. F GR 2 Madison V Maintance They came that day and left te on results F GR 2 Willis Maintenance they could t help me, but they were nice. F GR 3 Baumgartner Maintenance They did their job F GR 1 Jourdain Construction, Maintenance They did their job confidently. F GR 1 Furlow Construction, Maintenance They fixed it really good. F GR 4 Harbour Maintenance They fixed the problem F GR 4 Vilchis Maintance they gave accurate information F GR 2 Vermillion Maintenance They just their job. F GR 1 Furlow Construction, Maintenance They resolved the problem F GR 2 Vilchis Maintenance They responded in a timely manner. F GR 3 Baumgartner Maintenance They responded very quickly. F GR 1 Raber Construction, Maintenance They sent a letter they were looking into it. F GR 4 Willis Maintance They showed up and decent F GR 4 Funke Maintenance They told me who I needed to talk to F GR 3 Baumgartner Maintenance They took care of the problem quickly. F GR 1 Furlow Construction, Maintenance They were friendly F GR 4 Vermillon Construction, Maintenance They were nice and everything was nice. MSD Post Contact Survey3rd Quarter 2014 Results49
WEIGHTED 3rd QUARTER RESULTS Year 2014 Q5. Did MSD or any of its employees do anything you really LIKED? [F=Field Service] Survey type Service Area Grouped problem Code Crew Member #1 Department Responsible Q5 Really LIKED F GR 1 Alonzo Construction They were quick. F GR 2 --- Maintenance They were very courteous and respectful F GR 4 Vermillon Maintenance They were very fast in responding. F GR 1 Raber Constructon They were very helpful on the phone. F GR 1 Furlow Construction, Maintenance They were very nice, and helpful. F GR 2 Webb Maintenance they were prompt at the start F GR 2 Vilchis Maintenance they were very professil above and beyond F GR 4 Willis Construction Very fast F GR 1 Boyd Construction Very courteous and took care of my problem. F GR 2 John A. Madison V Maintenance Very happy F GR 4 Webb Maintenance Very helpful and explained the issue. F GR 2 Vilchis Maintenance very helpful F GR 2 Vilchis Maintenance Very nice F GR 4 NONE ON SHEET Construction very nice F GR 2 Vilchis Maintenance very nice helpful F GR 1 Alonzo Construction, Maintenance very nice to talk to F GR 4 Jesse J Vilchis Maintenance Very Professiol and helpful F GR 4 Thiel Maintenance Very Quick service. F GR 2 Vilchis Maintenance very timley and polite F GR 2 Bixler Maintenance was very nice and helped her out F MI 2 Daily Jr. Maintenance . MSD Post Contact Survey3rd Quarter 2014 Results50
WEIGHTED 3rd QUARTER RESULTS Year 2014 Q5. Did MSD or any of its employees do anything you really LIKED? [F=Field Service] Survey type Service Area Grouped problem Code Crew Member #1 Department Responsible Q5 Really LIKED F MI 2 Harbour Maintenance Came out late at night to fix problem F MI 4 Daily Jr. Maintenance Came to check out the houses next door. F MI 2 Daily jr Maintenance came very soon F MI 2 Johnson Maintenance Courteous and professional F MI 1 james Maintenance did it quick and do F MI 4 Daily jr Maintenance did there job reported back to him F MI 1 Ferguson Construction, Maintenance Don't remember F MI 2 Roy J. Daily Jr. Maintenance Everybody was courteous F MI 3 Kwame Booker Maintenance Everything was fine and great F MI 4 Daily Jr. Maintenance Everything was good F MI 2 Johnson Maintenance Everything was great. F MI 2 Daily Maintenance Finished early. F MI 2 Johnson Maintenance first flood did great this time not so much F MI 4 Johnson Maintenance Fixed the problem. F MI 2 Ferguson Maintenance Gave information about a program F MI 2 Willis Maintenance Gave me additiol information. F MI 2 --- Maintenance Good customer service. F MI 4 Johnson Maintenance He answered my questions right away. F MI 1 Willis Construction, Maintenance How diligent it was. F MI 3 Booker Maintenance I've always had this issue in my home F MI 2 Willis Maintenance it was fine MSD Post Contact Survey3rd Quarter 2014 Results51
WEIGHTED 3rd QUARTER RESULTS Year 2014 Q5. Did MSD or any of its employees do anything you really LIKED? [F=Field Service] Survey type Service Area Grouped problem Code Crew Member #1 Department Responsible Q5 Really LIKED F MI 2 Johnson Maintenance It was ok F MI 4 Johnson Maintenance kept him updated F MI 2 klages Maintenance listen to problem F MI 2 Johnson Maintenance nice communicated with plumber got it done. F MI 3 Moore Maintenance, Engineering Punctual. F MI 2 Daily jr Maintenance quick F MI 3 Sanders Maintenance quick response F MI 4 Franks Maintenance Quick service, went well. F MI 4 James Maintenance Respond quickly F MI 4 --- Construction, Maintenance responded quickly F MI 2 Ferguson Maintance Response time was excellent F MI 1 Johnson Construction Sent a letter saying they'd be back F MI 3 Allen Maintance The advice they give F MI 4 Daily Maintenance The cleaned up after themselves F MI 1 Dotson Construction, Maintenance The man who came out was very nice F MI 2 Daily Jr. Maintenance The way they explained things. F MI 3 Franks Maintenance The way they took care of the problem. F MI 2 Johnson Maintenance There quickly. F MI 4 Johnson Construction, Maintenance They are very helpful. F MI 2 Johnson Maintenance They came out the same day. F MI 2 Johnson Maintenance They came out to my home quickly MSD Post Contact Survey3rd Quarter 2014 Results52
WEIGHTED 3rd QUARTER RESULTS Year 2014 Q5. Did MSD or any of its employees do anything you really LIKED? [F=Field Service] Survey type Service Area Grouped problem Code Crew Member #1 Department Responsible Q5 Really LIKED F MI 3 Johnson Maintenance They cleaned out the drain. F MI 3 Franks Maintenance They did a great job! F MI 2 Roy J. Daily Jr. Maintenance They did good job. F MI 2 Marcus L. Johnson Maintenance They did great F MI 2 Daily JR. Maintenance They did job their F MI 2 Mullen Maintenance They did their job. F MI 2 Johnson Maintenance They did their job. F MI 2 Daily JR. Maintenance They did their jobs and we liked that. F MI 2 Roy J. Daily Jr. Maintenance They fixed it F MI 2 Daily Maintenance They gave her useful information. F MI 2 Johnson Maintenance They just did their job. F MI 3 Booker Maintenance They repaired the front end of the sewer. F MI 3 Willis Maintenance They responded quickly. F MI 2 Daily JR. Maintenance They sent someone out F MI 2 Fortson Maintenance They sent us a letter about the problem. F MI 4 Johnson Maintenance They took care of problem F MI 3 Franks Maintenance They were friendly F MI 4 Vermillon Construction, Maintenance They were nice. F MI 1 Willis Construction, Maintenance They were nice. F MI 4 Johnson Maintenance They were quick. F MI 4 Davis Maintenance They were quick. F MI 2 Johnson Maintenance They were very fast F MI 3 Calvin Franks Maintenance They were very profesiol F MI 2 Johnson Maintenance They where very fast F MI 4 Daily Jr. Maintenance They worked well as a team! MSD Post Contact Survey3rd Quarter 2014 Results53
WEIGHTED 3rd QUARTER RESULTS Year 2014 Q5. Did MSD or any of its employees do anything you really LIKED? [F=Field Service] Survey type Service Area Grouped problem Code Crew Member #1 Department Responsible Q5 Really LIKED F MI 3 Moore Maintenance, Engineering Told me how to fix the problem. F MI 3 Booker Maintenance Took care of everything F MI 4 wilson construction trying hard F MI 2 Willis Maintenance Very helpful F MI 2 Willis Maintenance Very helpful. F MI 2 mullen Maintenance very helpful F MI 1 Johnson Construction Very kind and professional F MI 2 Mullen Maintenance Very nice and respectful. F MI 1 Daily Jr Construction Very nice by phone. F MI 4 Daily jr Maintenance very nice F MI 2 Roy J. Daily Jr. Maintenance very nice F MI 4 Sanders Maintenance Very pleased with all their services. F MI 2 Mullen Maintenance Very polite and communicated well F MI 2 Johnson Maintenance very professinol F MI 4 Daily JR. Maintenance Very responses to the issues F MI 3 franks Maintenance was done propt and prof F SU 1 Davis Construction, Maintenance ALL DID JOB F SU 1 nichols Maintenance always come out and do good job F SU 4 Vilchis Maintenance Always helpful F SU 3 Vollmer Maintenance Cleaned out the drain. MSD Post Contact Survey3rd Quarter 2014 Results54
WEIGHTED 3rd QUARTER RESULTS Year 2014 Q5. Did MSD or any of its employees do anything you really LIKED? [F=Field Service] Survey type Service Area Grouped problem Code Crew Member #1 Department Responsible Q5 Really LIKED F SU 2 Davis Maintenance did good job F SU 4 Davis Maintenance did normal thing F SU 3 Voegtli Maintenance did the job great F SU 4 Davis Maintenance did they job F SU 4 Edwards Maintenance Don't recall, real contact with employee F SU 2 Harwell Maintenance Everything they could possibly do was great. F SU 4 Willis Construction Fast and Courteous F SU 2 Harwell Maintenance fast response F SU 2 Mullen Maintance Found the problem and explained it F SU 4 Davis Maintenance Helpful F SU 2 Davis Maintenance I'm happy they came right away F SU 4 Vollmer Maintenance It was fine F SU 3 knackstedt Maintenance just did good F SU 3 knackstedt Maintenance just promt attention F SU 4 Harwell Maintenance Just what they did. F SU 1 Harwell Construction listen to problem F SU 2 Harwell Maintenance Nice people came out F SU 1 Harwell Construction, Pleasant experience F SU 4 Davis Maintenance put cones out all around. F SU 3 Harwell Maintenance put cover over it F SU 2 Harwell Maintenance Quick and polite service. F SU 4 Mullen Maintenance Quick timeframe for service F SU 3 adams Maintenance quickly to arive F SU 4 Vilchis Maintenance Sent a follow up letter. MSD Post Contact Survey3rd Quarter 2014 Results55
WEIGHTED 3rd QUARTER RESULTS Year 2014 Q5. Did MSD or any of its employees do anything you really LIKED? [F=Field Service] Survey type Service Area Grouped problem Code Crew Member #1 Department Responsible Q5 Really LIKED F SU 2 Harwell Maintenance showed up in timley manner F SU 4 Harwell Maintenance Surprised they were here so fast. F SU 4 Harwell Maintenance The guys that came out were very polite F SU 2 Davis Maintenance They answered all my questions F SU 2 Davis Maintenance They came out. F SU 3 Voegtli Maintenance They did a good job overall F SU 3 Lucas Maintenance They did good F SU 1 Harwell Construction, Maintenance They did their job. F SU 3 Voegtli Maintenance They fixed the problem fast. F SU 4 Grisby Construction, Maintenance They got the problem fixed F SU 4 Knackstedt Maintenance They help me out a lot. F SU 2 Harwell Maintenance They quick and fast about there work. F SU 2 Willis Maintance They told what you needed to do F SU 4 Harwell Construction They went out of way F SU 3 Lucas Maintenance They were real quick. F SU 3 Vollmer Maintenance they were very nice. they tried to help F SU 3 Vollmer Maintenance They where fast with the job they did. F SU 2 Davis Maintenance told me what they were gonna do. F SU 3 Grisby Maintenance Took care of problem. F SU 4 Anthony R. Harwell Construction Very Fast MSD Post Contact Survey3rd Quarter 2014 Results56
WEIGHTED 3rd QUARTER RESULTS Year 2014 Q5. Did MSD or any of its employees do anything you really LIKED? [F=Field Service] Survey type Service Area Grouped problem Code Crew Member #1 Department Responsible Q5 Really LIKED F SU 4 Davis Maintenance Very Fast and liked how they left a note at the door F SU 4 Harwell Construction Very nice and took care of quickly. F SU 3 Rowland Maintenance, Engineering yes F SU 3 Vollmer Maintenance Yes, they cleaned out the sewer. F SU 3 Grisby Maintenance Yes they did a fantastic job! MSD Post Contact Survey3rd Quarter 2014 Results57
WEIGHTED 3rd QUARTER RESULTS Year 2014 Q6. Did MSD or any of its employees do anything that you really DID NOT LIKE that you have not already mentioned? [B=Billing] Survey type Problem Description Contact Person Q6 DID NOT LIKE B --- NaTasha M. Bishop . B --- Debra Carter Automate system aggravated me. B --- Caroll Rogers be more clear B --- Tiana Hilliard bill going up 30% B --- Tiffany Kisner bill is constantly going up when there isn't B --- NaTasha M. Bishop billing me on a vacant property B --- Gwen Pirtle but I'm t receiving any water into my home. B --- Tunisia Huddleston Called about the bill. B --- Sheila Bowers didn't get answer? B --- Caroll Rogers didn't notify me when they turned off my water B --- ALESHA GARDNER DIDNT ACCEPT HER APPLICATION B --- Jami Miller Didnt let me talk to management B --- Jaime Dixson don't notify me on time B --- Jeanette Streater Email t being replied B --- Caroll Rogers have to wait 30 days to get a lean off B --- Debra Carter Haven't resolved the issue. B --- Jacqueline Gossett He doesn't like the automatic calls. B --- Sheila Bowers I don't like that they called up. B --- Alesha Gardner increasing my bill B --- Tiana Hilliard It's hard to say what they do. B --- Jami Miller It was hard to pay the bill over the phone. B --- Tiana Hilliard Keep sending me collection bills B --- Caroll Rogers left too many rocks on my yard B --- EMILY NOLAND LOST HIS FAX B --- Sheila Bowers Make me pay too much B --- Sheena Adams MSD calls on a 86 cent late charge B --- Tiffany Kisner Never accurate B --- Jaime Dixson Paying the old bill B --- Janica Anthony still waiting for check B --- NaTasha M. Bishop They are always very rude, and cant help me. B --- Janica Anthony They call here way to late. B --- Jaime Dixson They couldn't answer my questions B --- Tiana Hilliard They did thing. B --- Angelica Rivas-Diaz They didn't have kwledge. MSD Post Contact Survey3rd Quarter 2014 Results58
WEIGHTED 3rd QUARTER RESULTS Year 2014 Q6. Did MSD or any of its employees do anything that you really DID NOT LIKE that you have not already mentioned? [B=Billing] Survey type Problem Description Contact Person Q6 DID NOT LIKE B --- NaTasha M. Bishop They didn't solve my problem. B --- Billy Steward They didnt treat me with respect B --- Alesha Gardner they didnt even want to speak to me B --- Emily Lopez they didnt resolve the bill. B --- NaTasha M. Bishop they didnt return my call B --- Jaime Dixson they don't follow up B --- Tiana Hilliard They put me on hold for a very long time B --- Alesha Gardner They saying i'm responsible for the bill B --- Tiana Hilliard they tell me they put lean on B --- Sara Conrad They were just rude B --- Tunisia Huddleston they were rude an wanted to debate B --- NaTasha M. Bishop Think MSD calls too much B --- Alesha Gardner took a long time to respond B --- Felicia Yancey took a while to get a response B --- Emily Lopez Took Couple phone calls to B --- Sheila Bowers Wait time on the phone. B --- Emily Lopez Weren't helpful, didn't resolve issue. MSD Post Contact Survey3rd Quarter 2014 Results59
WEIGHTED 3rd QUARTER RESULTS Year 2014 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] Survey type Work Order Number Service Area Grouped problem Code Crew Member #1 Q6 DID NOT LIKE F 2151765 MI 1 Daily They never came back this week. F 2446647 SU 3 Harwell havent been back yet F 2459689 MI 4 Johnson didnt fix and its still a problem F 2459958 SU 1 nichols thing can complain about F 2460932 MI 4 Johnson have do thing gave run around F 2465465 MI 1 Johnson actions taking to problem F 2466591 SU 2 Davis thet didnt fix the problems F 2476667 SU 2 Davis had to call several times F 2486735 MI 2 Daily jr had to call back to get them out there F 2488417 SU 1 Harwell They still have t do anything to fix it F 2489109 MI 2 Willis the drain is still backing up?F 2497478 MI 2 harbour tore my house up F 2498369 MI 3 franks never followed up anything F 2523140 MI 1 Daily JR. haven't responded yet F 2532003 MI 3 Franks slow response F 2537581 SU 2 Davis Went to the wrong house. F 2538136 GR 4 Furlow show up F 2546809 SU 2 Harwell They never showed up! F 2560474 MI 3 Booker I still have the issue were the rain is t flowing. MSD Post Contact Survey3rd Quarter 2014 Results60
WEIGHTED 3rd QUARTER RESULTS Year 2014 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] Survey type Work Order Number Service Area Grouped problem Code Crew Member #1 Q6 DID NOT LIKE F 2566589 GR 2 Willis They didn't do any work. F 2569893 GR 1 Jourdain wish I knew the markers on my yard. F 2574382 GR 4 Thiel Partially solved issue F 2587388 SU 4 Davis left cones and only put metal covers F 2587523 MI 4 --- They gave me a bill, that I have t used. F 2589245 SU 2 Voegtli They should have called right then. F 2589473 MI 3 Perry They did t show up. F 2594827 MI 1 Willis I had to call again F 2595597 GR 3 Alexander Didn't clean the sewer out. F 2596806 GR 1 Alonzo had idea if anyone came out F 2601992 GR 3 Baumgartner went to wrong place first F 2603445 SU 2 Davis They didn't fix the problem. F 2604315 GR 1 Jourdain Does t get information from them F 2604759 MI 1 Daily They didn't resolve the issue. F 2631994 MI 1 Johnson They didnt do anything F 2633467 MI 3 Klages They cut up the tree but left it in the creek. F 2633864 SU 4 Nichols They didn't clean out the sewer. F 2649813 SU 1 Harwell They still have t fixed the problem. F 2653685 MI 3 Franks They did t fix her problem. MSD Post Contact Survey3rd Quarter 2014 Results61
WEIGHTED 3rd QUARTER RESULTS Year 2014 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] Survey type Work Order Number Service Area Grouped problem Code Crew Member #1 Q6 DID NOT LIKE F 2662803 MI 4 Johnson They didn't come to my door. F 2668786 SU 2 Vollmer They didn't unstop the drain F 2676584 MI 2 Johnson My plumier, said that it was on MSD. F 2677561 SU 2 Mullen They did t fix the issue F 2680234 GR 3 David J. Gassner MSD sent a letter but the issue is still there F 2680569 GR 2 Webb They said it was my problem, and I was responsible. F 2681450 MI 2 Roy J. Daily Jr. The problem wasn't resolved from the begginingF 2698414 MI 2 Kevin L. Mullen It was only fixed temporarily F 2704944 MI 1 Robin M. Willis problem has t been fixed F 2710353 GR 1 Leinberger Follow up with people reporting F 2710400 SU 2 Harwell The burden is on me even though I have proof F 2710433 GR 4 Funke CSR was extremely rude. F 2710477 SU 4 Vilchis It keeps happening. F 2711227 GR 4 Raup Got 'push back" when I first called in F 2711256 GR 4 Vilchis Manhole in the side yard needs a level F 2719577 GR 1 Raber The first visit didn't fix it. F 2721950 SU 2 Davis The CSR was rude and felt rushed F 2725394 GR 3 Rumpsa Bad attitude. MSD Post Contact Survey3rd Quarter 2014 Results62
WEIGHTED 3rd QUARTER RESULTS Year 2014 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] Survey type Work Order Number Service Area Grouped problem Code Crew Member #1 Q6 DID NOT LIKE F 2726710 MI 1 Johnson Give me a status report. F 2729384 GR 2 Thiel Wouldn't come out since water level dropped. F 2730287 MI 4 Daily Jr had to call twice to get scheduled F 2730917 SU 1 Davis Haven't come out yet to repair. F 2730955 GR 3 Mewes I don't know my status F 2739053 MI 3 Moore Rude CSR F 2745457 MI 1 Daily Jr. Didn't call to meet me on site. F 2745612 MI 1 Daily Jr Stakes and markers put up but work not done F 2756080 MI 4 Davis they dont do anything. F 2763762 GR 1 Alonzo . F 2766133 GR 1 Alonzo They have t fixed the problem F 2785248 GR 1 Raber They did t finish the job. F 2785293 GR 1 Furlow I dont think they resolved the issue. F 2790215 SU 3 Vollmer To her kwledge they never arrived. MSD Post Contact Survey3rd Quarter 2014 Results63
WEIGHTED 3rd QUARTER RESULTS Year 2014 Q7. Can you think of any ways MSD can be more responsive to your needs? [B=Billing] Survey type Problem Description Contact Person Q7 Ways responsive B --- Tiana Hilliard Actually do what they say they would do. B --- Jaime Dixson Answer my question B --- Caroll Rogers answer the question B --- Jeanette Streater Answer to the customer. B --- Jami Miller be a more efficient company B --- Caroll Rogers be more polite B --- Orlandos Humphrey be more understanding B --- Tiffany Kisner better customer service. B --- Angelica Rivas- Diaz better notification system B --- Tunisia Huddleston Billing online would be very helpful. B --- Caroll Rogers By taking care of the issue. B --- Debra Carter Call back and respond to call. B --- Alesha Gardner call less B --- Angelica Rivas-Diaz Check their facts before calling. B --- NaTasha M. Bishop correct my problem B --- Angelica Rivas-Diaz Disabled and could use more assist B --- Emily Lopez Don't come out unless requested. B --- Caroll Rogers Don't think it's fair to pay a late fee B --- Shelia Bowers figure out the problems and respond B --- NaTasha M. Bishop fix customer service. B --- Caroll Rogers Fix my billing B --- NaTasha M. Bishop Fix the problem. B --- NaTasha M. Bishop Fix the system that calls people. B --- NaTasha M. Bishop Fixing the issue. B --- Tiana Hilliard focus on the people who pay salaries. MSD Post Contact Survey3rd Quarter 2014 Results64
WEIGHTED 3rd QUARTER RESULTS Year 2014 Q7. Can you think of any ways MSD can be more responsive to your needs? [B=Billing] Survey type Problem Description Contact Person Q7 Ways responsive B --- Alesha Gardner follow up with the customers B --- Jaime Dixson get my bill corrected B --- Jeanette Streater get rid of the CEO B --- Caroll Rogers get rid of the answering machines B --- NaTasha M. Bishop get rid of the recordings B --- Alesha Gardner give me a discount on your service. B --- Tunisia Huddleston Help on the bill B --- Shelia Bowers help plan with the bill B --- Satasha Pena How to get only 1 tice for the bill. B --- Tunisia Huddleston I sold my home and they took the money B --- SHEILA BOWERS IF SHE COULD DO THINGS ON LINE B --- Jaime Dixson Improve customer service B --- Caroll Rogers Improve their accounting services B --- Angelica Rivas-Diaz informing employees B --- Jaime Dixson It would be nice to get the old bill B --- ALESHA GARDNER less hold time B --- Jaime Dixson Letting me kw when the work will begin. B --- Gidget lower my bills B --- Jaime Dixson Lower the bill B --- Jeanette Streater Lower the bill or lower rate plan B --- Tiana Hilliard Lower the bill. B --- Ramona Gordon lower the bill B --- Jaime Dixson lower the bill B --- Tiffany Kisner lower the bill B --- Alesha Gardner lower the price B --- Sheila Bowers lower the rates B --- Tiffany Kisner Lower your rates MSD Post Contact Survey3rd Quarter 2014 Results65
WEIGHTED 3rd QUARTER RESULTS Year 2014 Q7. Can you think of any ways MSD can be more responsive to your needs? [B=Billing] Survey type Problem Description Contact Person Q7 Ways responsive B --- Debra Carter maintain the storm sewers B --- Alesha Gardner Make bills more clear B --- Orlandos Humphrey make it easier to contact msd B --- Janica Anthony make sure there calling the right number. B --- Angelica Rivas-Diaz making changes to the website. B --- Janica Anthony Making it easier to change your name. B --- NaTasha M. Bishop more people less computers B --- Tiana Hilliard not charge me for a lean on my home B --- Angelica Rivas-Diaz Notify me if the bill hasn't been paid. B --- Jacqueline Gosset notify me what taxes im paying for msd B --- Angelica Rivas- Diaz notify me when something is wrong B --- Caroll Rogers notify when they shut off water B --- Emily Lopez Provide an envelope. B --- Alesha Gardner Put whole bill on one bill. B --- NaTasha M. Bishop quicker follow up B --- Crystal McCollum resolve my issue quicker B --- Emily Lopez resolve the bill B --- Jaime Dixson Should do quarterly billing like before B --- Janica Anthony stop auto dial B --- Janica Anthony stop increasing rates B --- Caroll Rogers take care of the lean if the bill paid B --- Jaime Dixson The call center needs more training MSD Post Contact Survey3rd Quarter 2014 Results66
WEIGHTED 3rd QUARTER RESULTS Year 2014 Q7. Can you think of any ways MSD can be more responsive to your needs? [B=Billing] Survey type Problem Description Contact Person Q7 Ways responsive B --- Caroll Rogers they can resolve the issue. B --- Angelica Rivas-Dias they can return my phone calls B --- Caroll Rogers They could give me an answer B --- Angelica Rivas-Diaz They need better communication B --- Sara Conrad They need to follow up on what they say B --- Billy Steward They need to update all their stuff online B --- Sheila Bowers They're very difficult to deal with. B --- Billy Steward They should lower bill for the elderly. B --- Alesha Gardner they should respond better to customers B --- Sheena Adams they were already responsive to my needs. B --- Alesha Gardner to help people who are on fixed income B --- Alesha Gardner willing to work with me B --- NaTasha M. Bishop wish bill could be paid online. B --- Tiffany Kisner wish customers could have more input B --- Tiana Hilliard wish sewer bill could be cheaper B --- Sara Conrad Work on customer service B --- Billy Steward Work on customer service MSD Post Contact Survey3rd Quarter 2014 Results67
WEIGHTED 3rd QUARTER RESULTS Year 2014 Q7. Can you think of any ways MSD can be more responsive to your needs? [F=Field Service] Survey type Work Order Number Service Area Grouped problem Code Crew Member #1 Department Responsible Q7 Ways responsive F --- SU 4 --- Maintenance Take care of the problem and making it right. F 262883 SU 1 Harwell Construction, Maintenance Fix the problem. F 2151765 MI 1 Daily Construction, Maintenance Finish the job F 2446627 GR 1 Alonzo Construction, Maintenance maybe a follow up with advise on issie F 2446883 SU 4 Johnson Construction, Maintenance follow up when you say your going to F 2448882 MI 2 klages Maintenance complete project F 2466591 SU 2 Davis Maintenance replace the pipes stop raiseing the bill F 2476667 SU 2 Davis Maintenance follow up F 2488417 SU 1 Harwell Construction If they do something about it F 2488437 GR 4 not listed Construction, Maintenance fix problem and follow up with F 2492102 GR 2 Webb Maintenance fix problem F 2497205 SU 2 Davis Maintenance fix problem F 2497274 MI 2 Johnson Maintenance come out and see what the problem is F 2497513 SU 2 Johnson Maintenance Very Satisfied F 2499496 MI 2 Daily Jr. Maintenance Maybe be a little more helpful. F 2501721 GR 1 rousseau Construction, Maintenance just fix or communicate. F 2502401 SU 1 Harwell Construction, Maintenance show up and problem is getting worse MSD Post Contact Survey3rd Quarter 2014 Results68
WEIGHTED 3rd QUARTER RESULTS Year 2014 Q7. Can you think of any ways MSD can be more responsive to your needs? [F=Field Service] Survey type Work Order Number Service Area Grouped problem Code Crew Member #1 Department Responsible Q7 Ways responsive F 2502854 GR 1 Alonzo Maintenance fololow up casll F 2505717 MI 2 Johnson Maintenance Maybe could be more helpful F 2514713 GR 4 Davis Maintenance followed F 2523140 MI 1 Daily JR. Construction, Maintenance follow up with customers F 2525593 SU 2 Davis Maintenance I felt like they could of done more. F 2527898 SU 2 Davis Maintenance Send someone out F 2528615 GR 1 Jourdain Construction, Maintenance They could come back and fill the hole. F 2532514 SU 2 Mullen Maintenance lower prices F 2537558 GR 1 Jourdain Construction, Maintenance Keep up to date on status. F 2538136 GR 4 Furlow Maintanice show up and folow up F 2541946 SU 3 Rowland Maintenance< engineering Follow up with your customers F 2546809 SU 2 Harwell Maintenance Stick to their word F 2547587 GR 2 Vilchis Maintenance I would of liked them to speak to me. F 2551734 SU 4 Rowland Construction Need to communicate better. F 2551988 GR 4 Furlow Maintenance Wish they could come and fix the issue. F 2556651 GR 4 Furlow Construction fix things more quickly. F 2558507 MI 2 Furlow Maintenance Fix the problem F 2558680 MI 4 Johnson Maintenance Could come out and look at the problem. F 2560474 MI 3 Booker Maintenance Could come out and look at it again F 2561937 SU 3 Knackstedt Maintenance Clean out more sewers MSD Post Contact Survey3rd Quarter 2014 Results69
WEIGHTED 3rd QUARTER RESULTS Year 2014 Q7. Can you think of any ways MSD can be more responsive to your needs? [F=Field Service] Survey type Work Order Number Service Area Grouped problem Code Crew Member #1 Department Responsible Q7 Ways responsive F 2565935 SU 4 Mullen Maintenance Kids could get hurt falling in the hole F 2566589 GR 2 Willis Maintenance Wish they could of helped me. F 2571206 SU 2 Davis Maintenance They need change 100 years old lines. F 2572555 MI 2 Johnson Maintenance send them out quicker F 2573145 GR 3 Gassner Maintenance They can look into the situation. F 2583044 SU 2 Harwell Maintenance Need to clean sewers. F 2583175 GR 4 Thiel Maintenance Have all information all contact info correct F 2587523 MI 4 --- Maintenance Don't give bill if I don't use the water. F 2589245 SU 2 Voegtli Maintenance Contact customer in a timely manner. F 2589542 MI 3 Perry Maintenance Backyard flood everytime it rains. F 2590136 SU 3 Grisby Maintenance clean out the sewer more F 2590220 MI 2 Fortson Maintenance I wish they would take care of our street. F 2590434 SU 1 Harwell Maintenance keep the sewers clean F 2591016 GR 2 Webb Maintenance check the mains more often F 2593754 GR 2 Vilchis Maintenance They should take action immedietly F 2595476 GR 1 Jourdain Construction, Maintenance I want things fixed. F 2595597 GR 3 Alexander Maintenance Lower the bill. F 2596047 GR 4 Willis Maintenance Clean the water drains out. F 2596806 GR 1 Alonzo Construction, Maintenance be more informative give tice MSD Post Contact Survey3rd Quarter 2014 Results70
WEIGHTED 3rd QUARTER RESULTS Year 2014 Q7. Can you think of any ways MSD can be more responsive to your needs? [F=Field Service] Survey type Work Order Number Service Area Grouped problem Code Crew Member #1 Department Responsible Q7 Ways responsive F 2598376 GR 3 Overberg Maintenance put in a bigger sewer line F 2602974 MI 3 Moore Maintenance, Engineering Lower the bill. F 2603445 SU 2 Davis Maintenance Go fix the problem. F 2604759 MI 1 Daily Construction, Maintenance Come fix the problem. F 2609280 GR 1 Raber Construction, Maintenance Check and see what the hole is. F 2623177 MI 1 Willis Construction, Maintenance They need to fix the problem. F 2636503 GR 1 Alonzo Construction, Maintenance Talk to the homeowner F 2641517 GR 3 Allen Maintenance, Engineering Call back when they say they will call back. F 2641553 GR 1 Raber Construction, Maintenance Return phone calls in a timely manner. F 2644779 MI 2 Daily Maintenance My basement is still flooding F 2649813 SU 1 Harwell Construction, Maintenance Fix the problem. F 2653671 MI 1 Daily Construction, Maintenance Fix the problem. F 2656038 MI 4 Davis Maintenance Keep an eye for dangerous problems. F 2667586 SU 3 Lucas Maintenance Just follow up with the call. F 2667831 SU 2 Harwell Maintenance Come out the same day they are called. F 2668751 MI 4 Diering Maintenance Follow up with me F 2668774 MI 2 Daily JR. Maintenance Wish they would of talked to me F 2668786 SU 2 Vollmer Maintenance Take a better look at my problem F 2669069 GR 1 James R. Alonzo Construction DK because hasnt been fixed F 2676548 GR 3 James Baumgartner Maintenance Give a call. MSD Post Contact Survey3rd Quarter 2014 Results71
WEIGHTED 3rd QUARTER RESULTS Year 2014 Q7. Can you think of any ways MSD can be more responsive to your needs? [F=Field Service] Survey type Work Order Number Service Area Grouped problem Code Crew Member #1 Department Responsible Q7 Ways responsive F 2676584 MI 2 Johnson Maintenance Fix the problem F 2683261 MI 3 Franks Maintenance I called about weeds around F 2683721 GR 2 Kevin L. Mullen Maintenance Hopefully MSD pays all the damages. F 2694573 GR 4 NONE ON SHEET Construction They can come out and talk to him F 2704944 MI 1 Robin M. Willis Construction Fixing the issue F 2710795 GR 1 Furlow Construction Fix the problem. F 2711227 GR 4 Raup Maintenance The CSR didn't go well F 2719577 GR 1 Raber Construction Fix it the first or second time. F 2726710 MI 1 Johnson Construction Keep us informed. F 2730287 MI 4 Daily Jr Maintenance Schedule when I call the first time. F 2730955 GR 3 Mewes Maintenance Come out and solve the problem. F 2733736 GR 1 Raber Construction have an assigned number F 2745667 MI 1 Diering Construction Keep in touch with call ins. F 2748890 GR 2 Overberg Maintenance Call back with service time frame. F 2761776 MI 4 Johnson Maintance communicate better F 2762122 SU 2 Mullen Maintenance Let the customer kw what is going on please. F 2762151 MI 2 Mullen Maintenance i dont kw what is available. F 2763460 GR 4 Willis Construction Make lid on permanent F 2763762 GR 1 Alonzo Construction, Maintenance if they could fix the problem. F 2764019 GR 3 Gassner Maintance Communicate better F 2766133 GR 1 Alonzo Construction Follow up MSD Post Contact Survey3rd Quarter 2014 Results72
WEIGHTED 3rd QUARTER RESULTS Year 2014 Q7. Can you think of any ways MSD can be more responsive to your needs? [F=Field Service] Survey type Work Order Number Service Area Grouped problem Code Crew Member #1 Department Responsible Q7 Ways responsive F 2768595 MI 2 Dotson Maintenance Follow up call. F 2769444 MI 2 Daily Jr. Maintenance . F 2788814 GR 2 Thiel Maintenance Fix the problem F 2790406 GR 1 Raber Construction They could let you kw what is going on MSD Post Contact Survey3rd Quarter 2014 Results73
WEIGHTED 3rd QUARTER RESULTS Year 2014 Q8. Using a 10-point scale where "10" means completely satisfied and "1" means not satisfied at all, please rate MSD's overall performance in the following areas based on the interaction you had with MSD in the past 60 days. WITHOUT DON'T KNOWS N=451 Survey type Grouped problem Code Total Field service Billing Cave In Water Backup Storm water Other Billing Total 50.1% 49.9% 12.4% 12.2% 12.6% 12.9% 49.9% 100.0% Q8a Quality service by employee on phone Completely satisfied 60.0% 50.2% 56.0% 50.0% 69.2% 64.3% 50.2% 55.0% 09 15.2% 16.4% 20.0% 17.3% 9.6% 14.3% 16.4% 15.9% 08 13.3% 17.4% 14.0% 19.2% 5.8% 14.3% 17.4% 15.4% 07 4.3% 3.2% 4.0% 3.8% 9.6% 0.0% 3.2% 3.7% 06 1.0% 0.9% 0.0% 3.8% 0.0% 0.0% 0.9% 0.9% 05 0.5% 4.1% 0.0% 0.0% 1.9% 0.0% 4.1% 2.3% 04 0.0% 1.8% 0.0% 0.0% 0.0% 0.0% 1.8% 0.9% 03 1.0% 1.4% 0.0% 1.9% 0.0% 1.8% 1.4% 1.2% 02 0.0% 1.4% 0.0% 0.0% 0.0% 0.0% 1.4% 0.7% Not at all satisfied 4.8% 3.2% 6.0% 3.8% 3.8% 5.4% 3.2% 4.0% Don't know 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% Mean 8.9 8.5 8.9 8.7 9.1 9.0 8.5 8.7SD 2.1 2.2 2.2 2.1 2.0 2.2 2.2 2.2MSD Post Contact Survey3rd Quarter 2014 Results74
WEIGHTED 3rd QUARTER RESULTS Year 2014 Q8. Using a 10-point scale where "10" means completely satisfied and "1" means not satisfied at all, please rate MSD's overall performance in the following areas based on the interaction you had with MSD in the past 60 days. WITHOUT DON'T KNOWS N=451 Survey type Grouped problem Code Total Field service Billing Cave In Water Backup Storm water Other Billing Total 50.1% 49.9% 12.4% 12.2% 12.6% 12.9% 49.9% 100.0% Q8b Quality service--home service call Completely satisfied 63.1% 58.3% 58.1% 50.0% 71.1% 70.7% 58.3% 62.7% 09 14.0% 8.3% 6.5% 22.5% 13.3% 12.2% 8.3% 13.6% 08 8.3% 8.3% 12.9% 7.5% 6.7% 7.3% 8.3% 8.3% 07 1.3% 8.3% 3.2% 2.5% 0.0% 0.0% 8.3% 1.8% 06 1.9% 8.3% 3.2% 2.5% 2.2% 0.0% 8.3% 2.4% 05 1.9% 8.3% 0.0% 5.0% 2.2% 0.0% 8.3% 2.4% 04 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 03 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 02 1.9% 0.0% 9.7% 0.0% 0.0% 0.0% 0.0% 1.8% Not at all satisfied 7.6% 0.0% 6.5% 10.0% 4.4% 9.8% 0.0% 7.1% Don't know 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% Mean 8.6 8.8 8.1 8.3 9.1 8.9 8.8 8.7SD 2.6 1.8 3.1 2.8 2.1 2.7 1.8 2.6MSD Post Contact Survey3rd Quarter 2014 Results75
WEIGHTED 3rd QUARTER RESULTS Year 2014 Q8. Using a 10-point scale where "10" means completely satisfied and "1" means not satisfied at all, please rate MSD's overall performance in the following areas based on the interaction you had with MSD in the past 60 days. WITHOUT DON'T KNOWS N=451 Survey type Grouped problem Code Total Field service Billing Cave In Water Backup Storm water Other Billing Total 50.1% 49.9% 12.4% 12.2% 12.6% 12.9% 49.9% 100.0% Q8c Overall quality of MSD service Completely satisfied 49.0% 43.0% 39.6% 42.0% 54.2% 58.9% 43.0% 45.9% 09 14.4% 15.0% 18.8% 18.0% 14.6% 7.1% 15.0% 14.7% 08 9.9% 14.5% 12.5% 16.0% 0.0% 10.7% 14.5% 12.3% 07 5.9% 9.3% 6.3% 4.0% 4.2% 8.9% 9.3% 7.7% 06 2.5% 3.3% 4.2% 4.0% 0.0% 1.8% 3.3% 2.9% 05 4.5% 5.6% 6.3% 2.0% 8.3% 1.8% 5.6% 5.0% 04 4.0% 0.5% 0.0% 2.0% 14.6% 0.0% 0.5% 2.2% 03 1.5% 2.3% 0.0% 2.0% 0.0% 3.6% 2.3% 1.9% 02 1.0% 2.3% 2.1% 2.0% 0.0% 0.0% 2.3% 1.7% Not at all satisfied 7.4% 4.2% 10.4% 8.0% 4.2% 7.1% 4.2% 5.8% Don't know 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% Mean 8.1 8.1 7.8 8.0 8.1 8.4 8.1 8.1SD 2.8 2.5 2.9 2.8 2.8 2.7 2.5 2.6MSD Post Contact Survey3rd Quarter 2014 Results76
WEIGHTED 3rd QUARTER RESULTS Year 2014 Q9. Do you own or rent your current residence? Q9 Do you own/rent your current residence Number Percent 1=Own 417 92.5 % 2=Rent 21 4.7 % 9=Refuse 13 2.9 % Total 451 100.0 % Q10. Which of the following BEST describes your home? Q10 Which best describes your home Number Percent 1=Single family 405 91.4 % 2=Duplex-Triplex 12 2.7 % 3=Apt/Condo 10 2.3 % 5=Other 16 3.6 % Total 443 100.0 % Q11. How many years old is your home? Q11 How many years old is your home Number Percent 1=Less than 5 5 1.2 % 2=5-10 years 12 2.8 % 3=11-20 years 19 4.4 % 4=More than 20 yea 396 91.7 % Total 432 100.0 % MSD Post Contact Survey3rd Quarter 2014 Results77
WEIGHTED 3rd QUARTER RESULTS Year 2014 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 93 21.6 % 2=5 to 10 years 78 18.1 % 3=11 to 20 years 79 18.4 % 4=More than 20 years 180 41.9 % Total 430 100.0 % MSD Post Contact Survey3rd Quarter 2014 Results78
Section 4: Survey Instrument
MSD Post Contact Survey 3rd Quarter 2014 Results
79
ETC #: _____________ Phone: _____________________ Interview Date: _____________ Interviewer: ___________
Problem Code (print description): _________________________________ MSD Acct. #: _______________________
Check appropriate Problem Code:
___ (51) Application for Reduction Fact ___ (61) Credit Letter Request
___ (52) Bill Copy Request ___ (62) Customer Called
___ (53) Billing Inquiry ___ (63) EFT Inquiry/Request
___ (54) Billing Team Research ___ (64) Group Bill Research-Collection
___ (55) Call to Customer ___ (65) Move In-Customer Call
___ (56) Change Customer/Acct Info ___ (66) Move Out-Customer Call
___ (57) Change Owner Info ___ (67) Promised Payment
___ (58) Complaint ___ (68) Request for Statement of Acct
___ (59) Compliment ___ (69) Request Literature
___ (60) Credit Balance Refund Request ___ (99) OTHER
2014 MSD Post Contact Survey – BILLING
This is _____________________. I am callin g from ETC Institute on behalf of the Metropolitan St.
Louis Sewer District, also known as MSD. We would like your feedback about your recent experience
with MSD to help improve the quality o f customer service. Do you have a moment to answ er a few
questions?
1. Which of the follow ing describes the PRIMARY reason you had contact with an MSD employee
during the past 60 days: [Interview: If no contact was made, discontinue survey.]
___(1) Billing related issue or to get information – did not involve a service call to your home or
neighborhood?
___(2) Maintenance related problem with service - did involve a service call to your home or
neighborhood?
___(3) Other: _____________________
2.Did you call MSD for any reason in the past 60 days? __(1) Yes - continue __(2) No – skip to #3
2.[IF YES – ASK 2A-2G] Based on your experience with the employees you spoke with by
phone, please answer the following questions. [If applicable: I will ask you to rate employees who
may have visited your home for service call separately]
YES NO (A) Was it fairly easy for you to determine what phone number to call to get help from
the appropriate individual at MSD?
YES NO (B) Was MSD's customer service center open at the time you needed to call?
YES NO (C) Was the length of time you waited to speak to an employee who could help you
acceptable?
YES NO (D) Was the employee you spoke with technically competent and knowledgeable?
YES NO (E) Was the employee you spoke with courteous?
YES NO (F) Did the employee you spoke with treat you with respect?
YES NO (G) Did the employee you spoke with by phone tell you what would be required to
addresses your concern and approximately how long it would take MSD to resolve?
YES NO (H) Did the employee you spoke with by phone adequately help you resolve your
question or concern?
ASK I- J ONLY IF NO TO Q 2H
(I) Why Not (be specific)? _______________________________________________
_______________________________________________________________________
YES NO (J) Has anyone followed-up with you since you originally spoke with someone at MSD
by phone regarding this issue?
80
3. Did MSD employees make a service call to your home or neighborhood in the past 60 days?
___(1) Yes - continue ___(2) No – skip to #5
3a. Did MSD employees complete the service?
___(1) Yes – continue ___(2) No – skip to #5 ___(3) Not sure – skip to #5
4. [IF YES – ASK 4A-4F] Based on your experience with the employee(s) who visited your
home or neighborhood, please answer the following questions.
YES NO (A) Did MSD employee arrive on time or within timeframe you expected?
YES NO (B) Was the MSD employee’s appearance professional?
YES NO (C) Was the MSD employee technically competent and knowledgeable?
YES NO (D) Was the MSD employee courteous?
YES NO (E) Were repairs or service improvements made in a timely manner?
YES NO (F) Did the employee who visited your home tell you what would be required to
addresses your concern and approximately how long it would take MSD to resolve? YES NO (G) Did the employee who visited your home adequately help you resolve your issue or concern? ASK H- I ONLY IF NO TO Q3G
(H) Why Not (be specific)? _______________________________________________
YES NO (I) Has anyone followed-up with you since the employee visited your home to provide
You with the status of your issue?
5. Did MSD or any of its employees do anything you really LIKED?
_____________________________________________________________________
6. Did MSD or any of its employees do anything they you really DID NOT LIKE that you have not
already mentioned?
_____________________________________________________________________
7. Can you think of any ways that MSD can be more responsive to your needs?
_____________________________________________________________________
8. Using a 10-point scale where “10” me ans completely satisfied and “1” means not satisfied at all,
please rate MSD’s overall performance in the following areas based on the interaction you had with
MSD in the past 60 days. Completely Not Satisfied Don't
How satisfied are you with: Satisfied At All Know
(A) Quality of service provided by employees
who helped you on the phone ......................... 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
____(2) Duplex-Triplex
____(3) Apartment/Condo
____(4) Mobile home
____(5) Other
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.
Contact Person: _________________________________
81
ETC #: _____________ Phone: _____________________ Interview Date: _____________ Interviewer: ___________
Problem Code (print description): _________________________________ Dept. Resp. : ____________________________
Check appropriate Problem Code:
___ (01) BLOCKED CREEKS/INSPECTION ___ (14) MISSING COVER
___ (02) BLOCKED INLET ___ (15) ODOR PROBLEMS
___ (03) BROKEN PIPE ___ (16) OTHER/MISCELLANEOUS
___ (04) BROKEN STONE ___ (17) SEEPAGE
___ (05) CAVE-IN ___ (18) SEWAGE/OVERFLOW
___ (06) CHECK MAIN ___ (19) SEWER SEPARATION PROGRAM
___ (07) CHECK MAIN HAD ___ (20) STONE OUT
___ (08) EROSION ___ (21) STORM WATER PROBLEM
___ (09) FLOODED STREETS ___ (22) VENT PIPE OVERFLOWING
___ (10) LEAKING/LOOSE FRAME ___ (23) VERIFY CONNECTION
___ (11) LOCATE MANHOLE/MAIN/FORCE MAIN ___ (24) WATER BACK UP
___ (12) MANHOLE ABOVE/BELOW GRADE ___ (99) OTHER
___ (13) MANHOLE OVERFLOWING
2014 MSD Post Contact Survey – FIELD SERVICE
This is _____________________. I am callin g from ETC Institute on behalf of the Metropolitan St.
Louis Sewer District, also known as MSD. We would like your feedback about your recent experience
with MSD to help improve the quality o f customer service. Do you have a moment to answ er a few
questions?
1. Which of the follow ing describes the PRIMARY reason you had contact w ith an MSD employee
during the past 60 days: [Interview: If no contact was made, discontinue survey.]
___(1) Billing related issue or to get information – did not involve a service call to your home or
neighborhood?
___(2) Maintenance related problem with service - did involve a service call to your home or
neighborhood?
___(3) Other: _____________________
2.Did you call MSD for any reason in the past 60 days? __(1) Yes - continue __(2) No – skip to #3
2.[IF YES – ASK 2A-2G] Based on your experience with the employees you spoke with by
phone, please answer the following questions. [If applicable: I will ask you to rate employees who
may have visited your home for service call separately]
YES NO (A) Was it fairly easy for you to determine what phone number to call to get help from
the appropriate individual at MSD?
YES NO (B) Was MSD's customer service center open at the time you needed to call?
YES NO (C) Was the length of time you waited to speak to an employee who could help you
acceptable?
YES NO (D) Was the employee you spoke with technically competent and knowledgeable?
YES NO (E) Was the employee you spoke with courteous?
YES NO (F) Did the employee you spoke with treat you with respect?
YES NO (G) Did the employee you spoke with by phone tell you what would be required to
addresses your concern and approximately how long it would take MSD to resolve?
YES NO (H) Did the employee you spoke with by phone adequately help you resolve your
question or concern?
ASK I- J ONLY IF NO TO Q 2H
(I) Why Not (be specific)? _______________________________________________
_______________________________________________________________________
YES NO (J) Has anyone followed-up with you since you originally spoke with someone at MSD
by phone regarding this issue?
82
3. Did MSD employees make a service call to your home or neighborhood in the past 60 days?
___(1) Yes - continue ___(2) No – skip to #5
3a. Did MSD employees complete the service?
___(1) Yes – continue ___(2) No – skip to #5 ___(3) Not sure – skip to #5
4. [IF YES – ASK 4A-4F] Based on your experience with the employee(s) who visited your
home or neighborhood, please answer the following questions.
YES NO (A) Did MSD employee arrive on time or within timeframe you expected?
YES NO (B) Was the MSD employee’s appearance professional?
YES NO (C) Was the MSD employee technically competent and knowledgeable?
YES NO (D) Was the MSD employee courteous?
YES NO (E) Were repairs or service improvements made in a timely manner?
YES NO (F) Did the employee who visited your home tell you what would be required to
addresses your concern and approximately how long it would take MSD to resolve? YES NO (G) Did the employee who visited your home adequately help you resolve your issue or concern? ASK H- I ONLY IF NO TO Q3G
(H) Why Not (be specific)? _______________________________________________
YES NO (I) Has anyone followed-up with you since the employee visited your home to provide
You with the status of your issue?
5. Did MSD or any of its employees do anything you really LIKED?
_____________________________________________________________________
6. Did MSD or any of its employees do anything they you really DID NOT LIKE that you have not
already mentioned?
_____________________________________________________________________
7. Can you think of any ways that MSD can be more responsive to your needs?
_____________________________________________________________________
8. Using a 10-point scale where “10” me ans completely satisfied and “1” means not satisfied at all,
please rate MSD’s overall performance in the following areas based on the interaction you had with
MSD in the past 60 days. Completely Not Satisfied Don't
How satisfied are you with: Satisfied At All Know
(A) Quality of service provided by employees
who helped you on the phone ...................... 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
____(2) Duplex-Triplex
____(3) Apartment/Condo
____(4) Mobile home
____(5) Other
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:__________________________________
83
725 W. Frontier Circle
Olathe, KS 66061
(913) 829- 1215
January 2015
2014 Post Contact Survey
Annual Report
Conducted for
Metropolitan St. Louis Sewer
District
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 ..................................................... 36
i
Executive Summary
Purpose and Methodology
ETC Institute conducted a post-contact survey for the Metropolitan St. Louis Sewer District
during 2014. The survey was administered by phone to a random sample of 1,803 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 +/-2.9% 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
remains high. Overall satisfaction with the quality of customer service provided by Billing
for 2013 is 8.20. In 2013 the mean rating reported was 8.30. Since 2010, the overall quality
of customer service has remained over 8.0.
Satisfaction with the overall quality of customer service provided by Field Service
employees remained the same. Overall satisfaction with the quality of customer service
provided by Field Service for 2014 is 7.90. This is slightly lower than in 2012 when the
mean rating reported was 8.10. Despite the slight decrease in 2014, the mean rating remains
high and has increased steadily in years 2010, 2011, 2012, and 2013.
ii
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 remains 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 (97%)
Employee treated customer with respect (97%)
Customer service center is open when needed (95%)
Employee was technically competent (93%)
The length of time it took to speak with an employee was acceptable (91%)
Easy to determine appropriate phone number (91%)
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 (96%)
Employee was courteous (95%)
Employee treated customer with respect (96%)
Employee was technically competent (95%)
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 had satisfaction levels above 95%. Areas that
had satisfaction levels above 95% included:
Employee was courteous (97%)
Employee was technically competent (97%)
Employee had a professional appearance (96%)
Section 1: Charts and Graphs
2014 Annual Post Contact Report
ETC Institute (2014)1
902 901
Number of Surveys
0
200
400
600
800
1000
Field Service Billing
Number of Post Contact Surveys Conducted by Type
Total = 1803
50.0%50.0%
Source: ETC Institute (Post-Contact Survey 2014)
902 901
Number of Surveys
0
200
400
600
800
1000
Field Service Billing
Q1: What Was the Primary Reason You Had Contact
with an MSD Employee During the Past 60 Days?
50.0%50.0%
Source: ETC Institute (Post-Contact Survey 2014)
2014 Annual Post Contact Report
ETC Institute (2014)2
91%
96%
96%
95%
95%
96%
73%
85%
91%
95%
91%
93%
97%
97%
84%
84%
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
0% 25% 50% 75% 100%
Field Service Billing
Q2: Customers' Experience with Employees by Phone
By Type of Contact
2014
mean percentage of "yes" responses for respondents who called MSD
Source: ETC Institute (Post-Contact Survey 2014)
91%
95%
96%
94%
95%
95%
76%
86%
91%
96%
96%
95%
95%
96%
73%
85%
90%
95%
92%
92%
95%
95%
85%
82%
91%
95%
91%
93%
97%
97%
84%
84%
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
0% 25% 50% 75% 100%
Field Service 2013 Field Service 2014
Billing 2013 Billing 2014
Q2: Customers' Experience with Employees by Phone
By Type of Contact
2014 vs 2013
mean percentage of "yes" responses for respondents who called MSD
Source: ETC Institute (Post-Contact Survey 2014)
2014 Annual Post Contact Report
ETC Institute (2014)3
Trend Data
Q2: Customers' Experience with Field Service
Employees by Phone
1st Qtr 2014 through 4th Qtr 2014
mean percentage of "yes" responses for respondents who called MSD
89%
98%
98%
95%
96%
96%
79%
92%
88%
94%
94%
91%
93%
96%
57%
79%
95%
97%
97%
97%
96%
96%
85%
89%
91%
96%
97%
97%
96%
97%
70%
82%
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
0% 20% 40% 60% 80% 100%
1st Qtr 2014 2nd Qtr 2014 3rd Qtr 2014 4th Qtr 2014
Source: ETC Institute (Post-Contact Survey 2014)
Trend Data
Q2: Customers' Experience with Billing Employees
by Phone
1st Qtr 2014 through 4th Qtr 2014
mean percentage of "yes" responses for respondents who called MSD
91%
95%
92%
95%
97%
97%
87%
89%
93%
96%
95%
92%
97%
98%
85%
83%
90%
93%
88%
92%
96%
96%
79%
83%
91%
96%
90%
92%
97%
96%
85%
82%
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
0% 20% 40% 60% 80% 100%
1st Qtr 2014 2nd Qtr 2014 3rd Qtr 2014 4th Qtr 2014
Source: ETC Institute (Post-Contact Survey 2014)
2014 Annual Post Contact Report
ETC Institute (2014)4
Trends
96%
100%
98%
98%
87%
84%
81%
96%
96%
97%
97%
86%
83%
88%
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
0% 20% 40% 60% 80% 100%
2013 2014
Q3: Customers' Experience with MSD Employee(s) Who
Made a Service Call to Home/Neighborhood
2014 vs 2013
mean percentage of "yes" responses by customers who received a service call (Maximo)
Source: ETC Institute (Post-Contact Survey 2014)
mean percentage of "yes" responses by customers who received a service call (Maximo)
Trend Data
Q4: Customers' Experience with MSD Employee(s) Who
Made a Service Call to Home/Neighborhood
1st Qtr 2014 through 4th Qtr 2014
93%
97%
94%
94%
71%
72%
82%
96%
97%
99%
99%
96%
79%
88%
99%
96%
95%
96%
95%
88%
86%
95%
99%
99%
99%
86%
75%
90%
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
0% 20% 40% 60% 80% 100%
1st Qtr 2014 2nd Qtr 2014 3rd Qtr 2014 4th Qtr 2014
Source: ETC Institute (Post-Contact Survey - 3rd Quarter 2014)
2014 Annual Post Contact Report
ETC Institute (2014)5
Q7a: Satisfaction with the Overall Quality of Service
Provided over the Phone by Field Service
mean rating based on a 10-point scale where 1="not satisfied at all" and 10="completely satisfied"
8.70
8.00
8.90
8.60 8.50 8.50
1st Qtr 2014 2nd Qtr 2014 3rd Qtr 2014 4th Qtr 2014 2014 2013
5.00
6.00
7.00
8.00
9.00
10.00
1st Qtr 2014 through 4th Qtr 2014
Trend Data
2014 vs 2013
Source: ETC Institute (Post-Contact Survey 2014)
Q7a: Satisfaction with the Overall Quality of Service
Provided over the Phone by Billing
mean rating based on a 10-point scale where 1="not satisfied at all" and 10="completely satisfied"
8.70 8.70
8.50
8.20
8.50 8.50
1st Qtr 2014 2nd Qtr 2014 3rd Qtr 2014 4th Qtr 2014 2014 2013
5.00
6.00
7.00
8.00
9.00
10.00
Trend Data
2014 vs 2013
Source: ETC Institute (Post-Contact Survey 2014)
1st Qtr 2014 through 4th Qtr 2014
2014 Annual Post Contact Report
ETC Institute (2014)6
8.20
7.70
8.10
7.60
7.90 7.90
1st Qtr 2014 2nd Qtr 2014 3rd Qtr 2014 4th Qtr 2014 2014 2013
5.00
6.00
7.00
8.00
9.00
10.00
Q7c: 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"
Trend DataSource: ETC Institute (Post-Contact Survey 2014)
1st Qtr 2014 through 4th Qtr 2014 2014 vs 2013
8.50
8.30
8.10
7.80
8.20 8.30
1st Qtr 2014 2nd Qtr 2014 3rd Qtr 2014 4th Qtr 2014 2014 2013
5.00
6.00
7.00
8.00
9.00
10.00
Q7c: Satisfaction with the Overall Quality of Service
Provided by MSD: BILLING ONLY
mean rating based on a 10-point scale where 1="not satisfied at all" and 10="completely satisfied"
Trend DataSource: ETC Institute (Post-Contact Survey 2014)
1st Qtr 2014 through 4th Qtr 2014 2014 vs 2013
2014 Annual Post Contact Report
ETC Institute (2014)7
8.40
8.00 8.10
7.70
8.00 8.10
1st Qtr 2014 2nd Qtr 2014 3rd Qtr 2014 4th Qtr 2014 2014 2013
5.00
7.00
9.00
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"
Trend DataSource: ETC Institute (Post-Contact Survey 2014)
1st Qtr 2014 through 4th Qtr 2014 2014 vs 2013
Q8: Do You Own or Rent Your Current Residence?
by percentage of respondents
Own
94%
Rent
5%
Not provided
1%
Own
95%
Rent
4%
Not provided
1%
2013 2014
Source: ETC Institute (Post-Contact Survey 2014)
2014 Annual Post Contact Report
ETC Institute (2014)8
Q9: Which of the Following Best Describes Your Home?
by percentage of respondents
Single family
92%
Duple-Triplex
5%
Apt/Condo
3%
Single family
94%
Duple-Triplex
3%
Apt/Cond
2%
Other
1%
2013 2014
Source: ETC Institute (Post-Contact Survey 2014)
Q10: How Many Years Old is Your Home?
by percentage of respondents
2013 2014
Less than 5
1%
5-10 years
2%11-20 years
6%
More than 20 years
91%
Less than 5
1%
5-10 years
3%
11-20 years
7%
More than 20 years
89%
Source: ETC Institute (Post-Contact Survey 2014)
2014 Annual Post Contact Report
ETC Institute (2014)9
Q11: How Many Years Have You Lived
in Your Current Home?
by percentage of respondents 2013
2014
Less than 5
20%
5-10 yrs
18%
11-20 yrs
19%
More than 20 yrs
43%
Less than 5
21%
5-10 yrs
20%
11-20 yrs
19%
More than 20 yrs
40%
Source: ETC Institute (Post-Contact Survey 2014)
2014 Annual Post Contact Report
ETC Institute (2014)10
Section 2: GIS Maps
2014 Annual Post Contact Report
ETC Institute (2014)11
Location of Respondents
MSD Post Contact Survey
Year 2014 Results
2014 Annual Post Contact Report
ETC Institute (2014)12
Year
2014
Q8a: TYPE BQ8a: Satisfaction with the Overall Quality of Service
Provided over the Phone by Billing
2014 Annual Post Contact Report
ETC Institute (2014)13
Year
2014
Q8a: TYPE FQ8a: Satisfaction with the Overall Quality of Service
Provided over the Phone by Maximo
2014 Annual Post Contact Report
ETC Institute (2014)14
Year
2014
Q8c: TYPE BQ8c: Satisfaction with the Overall Quality of Service
Provided by MSD: BILLING ONLY
2014 Annual Post Contact Report
ETC Institute (2014)15
Year
2014
Q8c: TYPE FQ8c: Satisfaction with the Overall Quality of Service
Provided by MSD: MAXIMO ONLY
2014 Annual Post Contact Report
ETC Institute (2014)16
Section 3: Tabular Data
2014 Annual Post Contact Report
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MSD Post Contact Survey‐WEIGHTED RESULTS
GROUPED PROBLEM CODE WEIGHTED
Grouped problem Code Number Percent
1=Cave In 223 12.4 %
2=Water Backup 224 12.4 %
3=Storm water 229 12.7 %
4=Other 226 12.5 %
B=Billing 901 50.0 %
Total 1803 100.0 %
GROUPED PROBLEM CODE UNWEIGHTED
Grouped problem Code Number Percent
1=Cave In 168 9.3 %
2=Water Backup 353 19.6 %
3=Storm water 155 8.6 %
4=Other 226 12.5 %
B=Billing 901 50.0 %
Total 1803 100.0 %
Survey month Number Percent
January= 148 8.2 %
February= 145 8.0 %
March= 137 7.6 %
April= 148 8.2 %
May= 167 9.3 %
June= 158 8.8 %
July= 151 8.4 %
August= 149 8.3 %
September= 156 8.7 %
October= 155 8.6 %
November= 150 8.3 %
December= 139 7.7 %
Total 1803 100.0 %
2014 Annual Post Contact Report
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MSD Post Contact Survey‐WEIGHTED RESULTS
Survey type Number Percent
B=Billing 901 50.0 %
F=Field service 902 50.0 %
Total 1803 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 901 50.0 %
2=Maintenance problem 902 50.0 %
Total 1803 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 1803 100.0 %
Total 1803 100.0 %
2014 Annual Post Contact Report
ETC Institute (2014)19
MSD Post Contact Survey‐WEIGHTED RESULTS
Q2. Based on your experience with the employees you spoke with by phone, please answer the following
questions.
(N=1803)
OVERALL Yes No
1 2
Q2a Easy to determine phone # to call 91.1% 8.9%
Q2b MSD Customer Service Ctr open 95.3% 4.7%
Q2c Time waited to speak was acceptable 94.0% 6.0%
Q2d Employee was tech competent 93.8% 6.2%
Q2e Employee was courteous 96.0% 4.0%
Q2f Employee treated you with respect 96.3% 3.7%
Q2g What was needed to address concern 78.4% 21.6%
Q2h Employee resolved question/concern 84.8% 15.2%
If NO to Q2h ask Q2j and Q2k
Q2j Any followup regarding issue status 13.8% 86.2%
2014 Annual Post Contact Report
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MSD Post Contact Survey‐WEIGHTED RESULTS
Q2. Based on your experience with the employees you spoke with by phone, please answer the following
questions. [Billing only]
(N=901)
Billing Only Yes No
1 2
Q2a Easy to determine phone # to call 91.3% 8.7%
Q2b MSD Customer Service Ctr open 94.8% 5.2%
Q2c Time waited to speak was acceptable 91.4% 8.6%
Q2d Employee was tech competent 92.8% 7.2%
Q2e Employee was courteous 96.8% 3.2%
Q2f Employee treated you with respect 96.8% 3.2%
Q2g What was needed to address concern 84.0% 16.0%
Q2h Employee resolved question/concern 84.2% 15.8%
If NO to Q2h ask Q2j and Q2k
Q2j Any followup regarding issue status 7.0% 93.0%
2014 Annual Post Contact Report
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MSD Post Contact Survey‐WEIGHTED RESULTS
Q2. Based on your experience with the employees you spoke with by phone, please answer the following
questions. [Field service only]
(N=902)
Field Service Yes No
1 2
Q2a Easy to determine phone # to call 90.9% 9.1%
Q2b MSD Customer Service Ctr open 95.7% 4.3%
Q2c Time waited to speak was acceptable 96.4% 3.6%
Q2d Employee was tech competent 94.8% 5.2%
Q2e Employee was courteous 95.2% 4.8%
Q2f Employee treated you with respect 95.8% 4.2%
Q2g What was needed to address concern 72.9% 27.1%
Q2h Employee resolved question/concern 85.3% 14.7%
If NO to Q2h ask Q2j and Q2k
Q2j Any followup regarding issue status 21.2% 78.8%
2014 Annual Post Contact Report
ETC Institute (2014)22
MSD Post Contact Survey‐WEIGHTED RESULTS
Q2. Based on your experience with the employees you spoke with by phone, please answer the following
questions. [Cave in only]
(N=223)
Cave In Yes No
1 2
Q2a Easy to determine phone # to call 88.8% 11.2%
Q2b MSD Customer Service Ctr open 95.3% 4.7%
Q2c Time waited to speak was acceptable 96.7% 3.3%
Q2d Employee was tech competent 94.1% 5.9%
Q2e Employee was courteous 93.5% 6.5%
Q2f Employee treated you with respect 95.3% 4.7%
Q2g What was needed to address concern 64.9% 35.1%
Q2h Employee resolved question/concern 76.7% 23.3%
If NO to Q2h ask Q2j and Q2k
Q2j Any followup regarding issue status 19.6% 80.4%
2014 Annual Post Contact Report
ETC Institute (2014)23
MSD Post Contact Survey‐WEIGHTED RESULTS
Q2. Based on your experience with the employees you spoke with by phone, please answer the following
questions. [Water backup only]
(N=224)
Water Backup Yes No
1 2
Q2a Easy to determine phone # to call 91.9% 8.1%
Q2b MSD Customer Service Ctr open 94.5% 5.5%
Q2c Time waited to speak was acceptable 96.7% 3.3%
Q2d Employee was tech competent 94.1% 5.9%
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 80.3% 19.7%
Q2h Employee resolved question/concern 90.2% 9.8%
If NO to Q2h ask Q2j and Q2k
Q2j Any followup regarding issue status 23.8% 76.2%
2014 Annual Post Contact Report
ETC Institute (2014)24
MSD Post Contact Survey‐WEIGHTED RESULTS
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=229)
Stormwater Yes No
1 2
Q2a Easy to determine phone # to call 94.3% 5.7%
Q2b MSD Customer Service Ctr open 96.9% 3.1%
Q2c Time waited to speak was acceptable 96.8% 3.2%
Q2d Employee was tech competent 95.8% 4.2%
Q2e Employee was courteous 97.3% 2.7%
Q2f Employee treated you with respect 97.8% 2.2%
Q2g What was needed to address concern 75.2% 24.8%
Q2h Employee resolved question/concern 89.8% 10.2%
If NO to Q2h ask Q2j and Q2k
Q2j Any followup regarding issue status 23.1% 76.9%
2014 Annual Post Contact Report
ETC Institute (2014)25
MSD Post Contact Survey‐WEIGHTED 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=226)
Other Yes No
1 2
Q2a Easy to determine phone # to call 88.3% 11.7%
Q2b MSD Customer Service Ctr open 95.9% 4.1%
Q2c Time waited to speak was acceptable 95.3% 4.7%
Q2d Employee was tech competent 95.3% 4.7%
Q2e Employee was courteous 93.8% 6.2%
Q2f Employee treated you with respect 93.8% 6.3%
Q2g What was needed to address concern 71.2% 28.8%
Q2h Employee resolved question/concern 84.5% 15.5%
If NO to Q2h ask Q2j and Q2k
Q2j Any followup regarding issue status 20.6% 79.4%
2014 Annual Post Contact Report
ETC Institute (2014)26
MSD Post Contact Survey‐WEIGHTED RESULTS
Q3. Did MSD employees make a service call to your home or neighborhood in the past 60 days?
N=1803 Survey type Total
Field
service
Billing
F B
Total 50.0% 50.0% 100.0%
Q3 Service call in last 60 days
1=Yes 87.1% 2.7% 44.8%
2=No 12.9% 97.3% 55.2%
Q3a. Did the MSD employees complete the service?
Q3a MSD employees completed service Number Percent
1=Yes 596 71.4 %
2=No 174 20.8 %
3=Not sure 65 7.8 %
Total 835 100.0 %
Q4. Based on your experience with the employees who visited your home or neighborhood, please answer
the following questions. [OVERALL FIELD SERVICE]
(N=805)
Overall Field Service Yes No
1 2
Q4a Did MSD employee arrive on time 96.2% 3.8%
Q4b MSD employee appearance professional 96.3% 3.4%
Q4c Employee technically competent 96.8% 3.2%
Q4d Was MSD employee courteous 96.8% 3.2%
Q4e Repairs/service improvement timely 86.3% 13.7%
Q4f What was needed to address concern 82.8% 17.2%
Q4g Employee resolved issue or concern 88.4% 11.6%
if NO to Q4g ask Q4i and Q4h
q4i Any followup regarding issue status 25.0% 75.0%
2014 Annual Post Contact Report
ETC Institute (2014)27
MSD Post Contact Survey‐WEIGHTED RESULTS
Q4. Based on your experience with the employees who visited your home or neighborhood, please answer
the following questions. [CAVE-INS ONLY]
(N=200)
Cave In Yes No
1 2
Q4a Did MSD employee arrive on time 96.1% 3.9%
Q4b MSD employee appearance professional 92.3% 7.7%
Q4c Employee technically competent 97.5% 2.5%
Q4d Was MSD employee courteous 96.1% 3.9%
Q4e Repairs/service improvement timely 86.2% 13.8%
Q4f What was needed to address concern 84.6% 15.4%
Q4g Employee resolved issue or concern 85.7% 14.3%
if NO to Q4g ask Q4i and Q4h
q4i Any followup regarding issue status 32.0% 68.0%
2014 Annual Post Contact Report
ETC Institute (2014)28
MSD Post Contact Survey‐WEIGHTED RESULTS
Q4. Based on your experience with the employees who visited your home or neighborhood, please answer
the following questions. [WATER BACKUP ONLY]
(N=202)
Water Backup Yes No
1 2
Q4a Did MSD employee arrive on time 95.9% 4.1%
Q4b MSD employee appearance professional 99.2% 0.8%
Q4c Employee technically competent 96.7% 3.3%
Q4d Was MSD employee courteous 96.7% 3.3%
Q4e Repairs/service improvement timely 79.6% 20.4%
Q4f What was needed to address concern 83.8% 16.2%
Q4g Employee resolved issue or concern 85.0% 15.0%
if NO to Q4g ask Q4i and Q4h
q4i Any followup regarding issue status 37.5% 62.5%
2014 Annual Post Contact Report
ETC Institute (2014)29
MSD Post Contact Survey‐WEIGHTED RESULTS
Q4. Based on your experience with the employees who visited your home or neighborhood, please answer
the following questions. [STORMWATER]
(N=188)
Stormwater Yes No
1 2 3
Q4a Did MSD employee arrive on time 96.2% 3.8% 0.0%
Q4b MSD employee appearance professional 97.6% 1.2% 1.2%
Q4c Employee technically competent 95.7% 4.3% 0.0%
Q4d Was MSD employee courteous 98.4% 1.6% 0.0%
Q4e Repairs/service improvement timely 90.7% 9.3% 0.0%
Q4f What was needed to address concern 82.6% 17.4% 0.0%
Q4g Employee resolved issue or concern 89.7% 10.3% 0.0%
if NO to Q4g ask Q4i and Q4h
q4i Any followup regarding issue status 0.0% 100.0% 0.0%
2014 Annual Post Contact Report
ETC Institute (2014)30
MSD Post Contact Survey‐WEIGHTED RESULTS
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=191)
Other Yes No
1 2
Q4a Did MSD employee arrive on time 96.3% 3.7%
Q4b MSD employee appearance professional 96.2% 3.8%
Q4c Employee technically competent 96.8% 3.2%
Q4d Was MSD employee courteous 96.3% 3.7%
Q4e Repairs/service improvement timely 89.4% 10.6%
Q4f What was needed to address concern 79.1% 20.9%
Q4g Employee resolved issue or concern 93.0% 7.0%
if NO to Q4g ask Q4i and Q4h
q4i Any followup regarding issue status 26.7% 73.3%
2014 Annual Post Contact Report
ETC Institute (2014)31
MSD Post Contact Survey‐WEIGHTED 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=1803 Survey type Grouped problem Code Total
Field
service
Billing
Cave In
Water
Backup
Storm
water
Other
Billing
Total 50.0% 50.0% 12.4% 12.4% 12.7% 12.5% 50.0% 100.0%
Q8a Quality service by employee on phone
Completely satisfied 52.8% 49.3% 50.5% 47.7% 56.6% 56.1% 49.3% 51.0%
09 14.2% 15.5% 16.0% 16.2% 11.8% 13.0% 15.5% 14.9%
08 13.5% 17.9% 12.6% 15.7% 11.8% 13.9% 17.9% 15.7%
07 5.1% 5.1% 4.9% 6.5% 6.3% 2.7% 5.1% 5.1%
06 3.5% 2.0% 1.0% 4.2% 5.4% 3.1% 2.0% 2.7%
05 3.8% 3.8% 5.3% 2.8% 3.6% 3.6% 3.8% 3.8%
04 1.0% 0.8% 1.9% 0.5% 1.4% 0.4% 0.8% 0.9%
03 1.3% 1.4% 0.5% 2.3% 0.0% 2.2% 1.4% 1.3%
02 1.2% 0.9% 1.0% 0.0% 1.4% 2.2% 0.9% 1.0%
Not at all satisfied 3.7% 3.4% 6.3% 4.2% 1.8% 2.7% 3.4% 3.6%
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 8.5 8.7 8.6 8.5 8.5
SD 2.3 2.2 2.6 2.2 2.0 2.3 2.2 2.2
2014 Annual Post Contact Report
ETC Institute (2014)32
MSD Post Contact Survey‐WEIGHTED 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=1803 Survey type Grouped problem Code Total
Field
service
Billing
Cave In
Water
Backup
Storm
water
Other
Billing
Total 50.0% 50.0% 12.4% 12.4% 12.7% 12.5% 50.0% 100.0%
Q8b Quality service--home service call
Completely satisfied 60.2% 46.3% 47.1% 59.7% 69.1% 64.3% 46.3% 59.3%
09 11.8% 19.5% 11.6% 14.9% 7.9% 12.3% 19.5% 12.3%
08 8.9% 9.8% 12.3% 9.7% 4.3% 9.1% 9.8% 8.9%
07 3.2% 4.9% 5.8% 1.3% 2.9% 3.2% 4.9% 3.4%
06 2.2% 4.9% 2.2% 0.6% 5.8% 0.6% 4.9% 2.4%
05 2.1% 7.3% 2.2% 1.9% 2.9% 1.3% 7.3% 2.4%
04 1.4% 0.0% 2.9% 2.6% 0.0% 0.0% 0.0% 1.3%
03 1.2% 0.0% 1.4% 1.3% 1.4% 0.6% 0.0% 1.1%
02 1.5% 0.0% 2.9% 0.6% 0.7% 1.9% 0.0% 1.4%
Not at all satisfied 7.5% 7.3% 11.6% 7.1% 5.0% 6.5% 7.3% 7.5%
Don't know 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0%
Mean 8.4 8.2 7.7 8.6 8.8 8.7 8.2 8.4
SD 2.7 2.6 3.1 2.6 2.4 2.5 2.6 2.7
2014 Annual Post Contact Report
ETC Institute (2014)33
MSD Post Contact Survey‐WEIGHTED 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=1803 Survey type Grouped problem Code Total
Field
service
Billing
Cave In
Water
Backup
Storm
water
Other
Billing
Total 50.0% 50.0% 12.4% 12.4% 12.7% 12.5% 50.0% 100.0%
Q8c Overall quality of MSD service
Completely satisfied 46.4% 43.7% 33.3% 44.0% 54.5% 53.0% 43.7% 45.1%
09 12.1% 15.6% 15.9% 13.4% 9.9% 9.7% 15.6% 13.9%
08 13.2% 16.2% 13.4% 15.3% 8.9% 15.2% 16.2% 14.7%
07 4.2% 8.0% 3.5% 3.3% 3.8% 6.0% 8.0% 6.1%
06 3.5% 2.4% 4.5% 5.7% 2.3% 1.4% 2.4% 2.9%
05 5.4% 4.8% 5.5% 6.7% 7.5% 1.8% 4.8% 5.1%
04 2.9% 0.8% 3.5% 2.4% 5.2% 0.5% 0.8% 1.8%
03 1.9% 2.3% 2.5% 0.5% 0.9% 3.7% 2.3% 2.1%
02 2.3% 1.3% 3.5% 1.9% 1.4% 2.3% 1.3% 1.8%
Not at all satisfied 8.2% 4.9% 14.4% 6.7% 5.6% 6.5% 4.9% 6.5%
Don't know 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0%
Mean 7.9 8.2 7.1 8.0 8.1 8.2 8.2 8.0
SD 2.9 2.5 3.3 2.7 2.7 2.7 2.5 2.7
2014 Annual Post Contact Report
ETC Institute (2014)34
MSD Post Contact Survey‐WEIGHTED RESULTS
Q9. Do you own or rent your current residence?
Q9 Do you own/rent your current residence Number Percent
1=Own 1707 94.7 %
2=Rent 65 3.6 %
9=Refuse 31 1.7 %
Total 1803 100.0 %
Q10. Which of the following BEST describes your home?
Q10 Which best describes your home Number Percent
1=Single family 1678 93.7 %
2=Duplex-Triplex 49 2.7 %
3=Apt/Condo 39 2.2 %
4=Mobile home 2 0.1 %
5=Other 22 1.2 %
Total 1790 100.0 %
Q11. How many years old is your home?
Q11 How many years old is your home Number Percent
1=Less than 5 years 15 0.9 %
2=5-10 years 43 2.4 %
3=11-20 years 99 5.6 %
4=More than 20 years 1608 91.1 %
Total 1765 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 350 19.9 %
2=5 to 10 years 328 18.6 %
3=11 to 20 years 337 19.1 %
4=More than 20 years 749 42.5 %
Total 1764 100.0 %
2014 Annual Post Contact Report
ETC Institute (2014)35
Section 4: Survey Instrument
2014 Annual Post Contact Report
ETC Institute (2014)36
ETC #: _____________ Phone: _____________________ Interview Date: _____________ Interviewer: ___________
Problem Code (print description): _________________________________ MSD Acct. #: _______________________
Check appropriate Problem Code:
___ (51) Application for Reduction Fact ___ (61) Credit Letter Request
___ (52) Bill Copy Request ___ (62) Customer Called
___ (53) Billing Inquiry ___ (63) EFT Inquiry/Request
___ (54) Billing Team Research ___ (64) Group Bill Research-Collection
___ (55) Call to Customer ___ (65) Move In-Customer Call
___ (56) Change Customer/Acct Info ___ (66) Move Out-Customer Call
___ (57) Change Owner Info ___ (67) Promised Payment
___ (58) Complaint ___ (68) Request for Statement of Acct
___ (59) Compliment ___ (69) Request Literature
___ (60) Credit Balance Refund Request ___ (99) OTHER
2014 MSD Post Contact Survey – BILLING
This is _____________________. I am callin g from ETC Institute on behalf of the Metropolitan St.
Louis Sewer District, also known as MSD. We would like your feedback about your recent experience
with MSD to help improve the quality o f customer service. Do you have a moment to answ er a few
questions?
1. Which of the follow ing describes the PRIMARY reason you had contact with an MSD employee
during the past 60 days: [Interview: If no contact was made, discontinue survey.]
___(1) Billing related issue or to get information – did not involve a service call to your home or
neighborhood?
___(2) Maintenance related problem with service - did involve a service call to your home or
neighborhood?
___(3) Other: _____________________
2.Did you call MSD for any reason in the past 60 days? __(1) Yes - continue __(2) No – skip to #3
2.[IF YES – ASK 2A-2G] Based on your experience with the employees you spoke with by
phone, please answer the following questions. [If applicable: I will ask you to rate employees who
may have visited your home for service call separately]
YES NO (A) Was it fairly easy for you to determine what phone number to call to get help from
the appropriate individual at MSD?
YES NO (B) Was MSD's customer service center open at the time you needed to call?
YES NO (C) Was the length of time you waited to speak to an employee who could help you
acceptable?
YES NO (D) Was the employee you spoke with technically competent and knowledgeable?
YES NO (E) Was the employee you spoke with courteous?
YES NO (F) Did the employee you spoke with treat you with respect?
YES NO (G) Did the employee you spoke with by phone tell you what would be required to
addresses your concern and approximately how long it would take MSD to resolve?
YES NO (H) Did the employee you spoke with by phone adequately help you resolve your
question or concern?
ASK I- J ONLY IF NO TO Q 2H
(I) Why Not (be specific)? _______________________________________________
_______________________________________________________________________
YES NO (J) Has anyone followed-up with you since you originally spoke with someone at MSD
by phone regarding this issue?
2014 Annual Post Contact Report
ETC Institute (2014)37
3. Did MSD employees make a service call to your home or neighborhood in the past 60 days?
___(1) Yes - continue ___(2) No – skip to #5
3a. Did MSD employees complete the service?
___(1) Yes – continue ___(2) No – skip to #5 ___(3) Not sure – skip to #5
4. [IF YES – ASK 4A-4F] Based on your experience with the employee(s) who visited your
home or neighborhood, please answer the following questions.
YES NO (A) Did MSD employee arrive on time or within timeframe you expected?
YES NO (B) Was the MSD employee’s appearance professional?
YES NO (C) Was the MSD employee technically competent and knowledgeable?
YES NO (D) Was the MSD employee courteous?
YES NO (E) Were repairs or service improvements made in a timely manner?
YES NO (F) Did the employee who visited your home tell you what would be required to
addresses your concern and approximately how long it would take MSD to resolve? YES NO (G) Did the employee who visited your home adequately help you resolve your issue or concern? ASK H- I ONLY IF NO TO Q3G
(H) Why Not (be specific)? _______________________________________________
YES NO (I) Has anyone followed-up with you since the employee visited your home to provide
You with the status of your issue?
5. Did MSD or any of its employees do anything you really LIKED?
_____________________________________________________________________
6. Did MSD or any of its employees do anything they you really DID NOT LIKE that you have not
already mentioned?
_____________________________________________________________________
7. Can you think of any ways that MSD can be more responsive to your needs?
_____________________________________________________________________
8. Using a 10-point scale where “10” me ans completely satisfied and “1” means not satisfied at all,
please rate MSD’s overall performance in the following areas based on the interaction you had with
MSD in the past 60 days. Completely Not Satisfied Don't
How satisfied are you with: Satisfied At All Know
(A) Quality of service provided by employees
who helped you on the phone ......................... 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
____(2) Duplex-Triplex
____(3) Apartment/Condo
____(4) Mobile home
____(5) Other
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.
Contact Person: _________________________________
2014 Annual Post Contact Report
ETC Institute (2014)38
ETC #: _____________ Phone: _____________________ Interview Date: _____________ Interviewer: ___________
Problem Code (print description): _________________________________ Dept. Resp. : ____________________________
Check appropriate Problem Code:
___ (01) BLOCKED CREEKS/INSPECTION ___ (14) MISSING COVER
___ (02) BLOCKED INLET ___ (15) ODOR PROBLEMS
___ (03) BROKEN PIPE ___ (16) OTHER/MISCELLANEOUS
___ (04) BROKEN STONE ___ (17) SEEPAGE
___ (05) CAVE-IN ___ (18) SEWAGE/OVERFLOW
___ (06) CHECK MAIN ___ (19) SEWER SEPARATION PROGRAM
___ (07) CHECK MAIN HAD ___ (20) STONE OUT
___ (08) EROSION ___ (21) STORM WATER PROBLEM
___ (09) FLOODED STREETS ___ (22) VENT PIPE OVERFLOWING
___ (10) LEAKING/LOOSE FRAME ___ (23) VERIFY CONNECTION
___ (11) LOCATE MANHOLE/MAIN/FORCE MAIN ___ (24) WATER BACK UP
___ (12) MANHOLE ABOVE/BELOW GRADE ___ (99) OTHER
___ (13) MANHOLE OVERFLOWING
2014 MSD Post Contact Survey – FIELD SERVICE
This is _____________________. I am callin g from ETC Institute on behalf of the Metropolitan St.
Louis Sewer District, also known as MSD. We would like your feedback about your recent experience
with MSD to help improve the quality o f customer service. Do you have a moment to answ er a few
questions?
1. Which of the follow ing describes the PRIMARY reason you had contact w ith an MSD employee
during the past 60 days: [Interview: If no contact was made, discontinue survey.]
___(1) Billing related issue or to get information – did not involve a service call to your home or
neighborhood?
___(2) Maintenance related problem with service - did involve a service call to your home or
neighborhood?
___(3) Other: _____________________
2.Did you call MSD for any reason in the past 60 days? __(1) Yes - continue __(2) No – skip to #3
2.[IF YES – ASK 2A-2G] Based on your experience with the employees you spoke with by
phone, please answer the following questions. [If applicable: I will ask you to rate employees who
may have visited your home for service call separately]
YES NO (A) Was it fairly easy for you to determine what phone number to call to get help from
the appropriate individual at MSD?
YES NO (B) Was MSD's customer service center open at the time you needed to call?
YES NO (C) Was the length of time you waited to speak to an employee who could help you
acceptable?
YES NO (D) Was the employee you spoke with technically competent and knowledgeable?
YES NO (E) Was the employee you spoke with courteous?
YES NO (F) Did the employee you spoke with treat you with respect?
YES NO (G) Did the employee you spoke with by phone tell you what would be required to
addresses your concern and approximately how long it would take MSD to resolve?
YES NO (H) Did the employee you spoke with by phone adequately help you resolve your
question or concern?
ASK I- J ONLY IF NO TO Q 2H
(I) Why Not (be specific)? _______________________________________________
_______________________________________________________________________
YES NO (J) Has anyone followed-up with you since you originally spoke with someone at MSD
by phone regarding this issue?
2014 Annual Post Contact Report
ETC Institute (2014)39
3. Did MSD employees make a service call to your home or neighborhood in the past 60 days?
___(1) Yes - continue ___(2) No – skip to #5
3a. Did MSD employees complete the service?
___(1) Yes – continue ___(2) No – skip to #5 ___(3) Not sure – skip to #5
4. [IF YES – ASK 4A-4F] Based on your experience with the employee(s) who visited your
home or neighborhood, please answer the following questions.
YES NO (A) Did MSD employee arrive on time or within timeframe you expected?
YES NO (B) Was the MSD employee’s appearance professional?
YES NO (C) Was the MSD employee technically competent and knowledgeable?
YES NO (D) Was the MSD employee courteous?
YES NO (E) Were repairs or service improvements made in a timely manner?
YES NO (F) Did the employee who visited your home tell you what would be required to
addresses your concern and approximately how long it would take MSD to resolve? YES NO (G) Did the employee who visited your home adequately help you resolve your issue or concern? ASK H- I ONLY IF NO TO Q3G
(H) Why Not (be specific)? _______________________________________________
YES NO (I) Has anyone followed-up with you since the employee visited your home to provide
You with the status of your issue?
5. Did MSD or any of its employees do anything you really LIKED?
_____________________________________________________________________
6. Did MSD or any of its employees do anything they you really DID NOT LIKE that you have not
already mentioned?
_____________________________________________________________________
7. Can you think of any ways that MSD can be more responsive to your needs?
_____________________________________________________________________
8. Using a 10-point scale where “10” me ans completely satisfied and “1” means not satisfied at all,
please rate MSD’s overall performance in the following areas based on the interaction you had with
MSD in the past 60 days. Completely Not Satisfied Don't
How satisfied are you with: Satisfied At All Know
(A) Quality of service provided by employees
who helped you on the phone ...................... 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
____(2) Duplex-Triplex
____(3) Apartment/Condo
____(4) Mobile home
____(5) Other
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:__________________________________
2014 Annual Post Contact Report
ETC Institute (2014)40