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Home My Public Portal AboutExhibit MSD 99L2 - 2015 Customer Survey 1st Qtr725 W. Frontier Circle Olathe, KS 66061 (913) 829- 1215 March 2015 2015 Post Contact Survey 1st Quarter Results Conducted for Metropolitan St. Louis Sewer District Final Report Exhibit MSD 99L2 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 ..................................................... 35 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 2015. 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 1st quarter of 2015, 88% of respondents reported that the length of time to wait to speak to an employee was acceptable. This slightly lower than last quarter when 90% 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, 3 out of 7 categories increased or stayed about the same over the past quarter. Areas that had significant increases (+/- 3%) included:  Repairs were made in a timely manner (+4%) Current Overall Mean Satisfaction Ratings (1st Quarter 2015) 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 8.40 (+.2 from last quarter).  4th Quarter 2014 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 8.30 (‐.30 from last quarter).  2nd Quarter 2014 Mean Satisfaction Rating was 8.60  Satisfaction with the Overall Quality of Service Provided by MSD. Satisfaction with the overall quality of service provided by MSD is currently 7.90 (+.20 from last quarter).  2nd Quarter 2014 Mean Satisfaction Rating was 7.70  Satisfaction with the Overall Quality of Service Provided by BILLING. Satisfaction with the overall quality of service provided by Billing is currently 8.20 (+.40 from last quarter).  2nd Quarter 2014 Mean Satisfaction Rating was 7.80  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 (+.10 from last quarter).  2ndQuarter 2014 Mean Satisfaction Rating was 7.60 Section 1: Charts and Graphs MSD Qtr 1 2015 1 225 226 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 - 1st Quarter 2015) 225 226 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 - 1st Quarter 2015) MSD Qtr 1 2015 2 85% 94% 94% 89% 96% 96% 70% 81% 91% 96% 88% 93% 96% 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% 25% 50% 75% 100% Field Service Billing Q2: Customers' Experience with Employees by Phone By Type of Contact 1st Quarter 2015 mean percentage of "yes" responses for respondents who called MSD Source: ETC Institute (Post-Contact Survey - 1st Quarter 2015) Trend Data Q2: Customers' Experience with Field Service Employees by Phone 2nd Qtr 2014 through 1st Qtr 2015 mean percentage of "yes" responses for respondents who called MSD 88% 94% 94% 91% 93% 96% 57% 79% 95% 97% 97% 97% 96% 96% 85% 89% 91% 96% 97% 97% 96% 97% 70% 82% 85% 94% 94% 89% 96% 96% 70% 81% 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 2014 3rd Qtr 2014 4th Qtr 2014 1st Qtr 2015 Source: ETC Institute (Post-Contact Survey - 1st Quarter 2015) MSD Qtr 1 2015 3 Trend Data Q2: Customers' Experience with Billing Employees by Phone 2nd Qtr 2014 through 1st Qtr 2015 mean percentage of "yes" responses for respondents who called MSD 93% 96% 95% 92% 97% 98% 85% 83% 90% 93% 88% 92% 96% 96% 79% 83% 91% 96% 90% 92% 97% 96% 85% 82% 91% 96% 88% 93% 96% 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% 2nd Qtr 2014 3rd Qtr 2014 4th Qtr 2014 1st Qtr 2015 Source: ETC Institute (Post-Contact Survey - 1st Quarter 2015) 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 2014 through 1st Qtr 2015 96% 97% 99% 99% 96% 79% 88% 99% 96% 95% 96% 95% 88% 86% 95% 99% 99% 99% 86% 75% 90% 95% 99% 98% 97% 90% 73% 84% 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 2014 3rd Qtr 2014 4th Qtr 2014 1st Qtr 2015 Source: ETC Institute (Post-Contact Survey - 1st Quarter 2015) MSD Qtr 1 2015 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" 8.70 8.00 8.90 8.60 8.30 1st Qtr 2014 2nd Qtr 2014 3rd Qtr 2014 4th Qtr 2014 1st Qtr 2015 5.00 6.00 7.00 8.00 9.00 10.00 Trend Data 1st Qtr 2014 through 1st Qtr 2015 Source: ETC Institute (Post-Contact Survey - 1st Quarter 2015) 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" 8.70 8.70 8.50 8.20 8.40 1st Qtr 2014 2nd Qtr 2014 3rd Qtr 2014 4th Qtr 2014 1st Qtr 2015 5.00 6.00 7.00 8.00 9.00 10.00 Trend DataSource: ETC Institute (Post-Contact Survey - 1st Quarter 2015) 1st Qtr 2014 through 1st Qtr 2015 MSD Qtr 1 2015 5 8.20 7.70 8.10 7.60 7.70 1st Qtr 2014 2nd Qtr 2014 3rd Qtr 2014 4th Qtr 2014 1st Qtr 2015 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 - 1st Quarter 2015) 1st Qtr 2014 through 1st Qtr 2015 8.50 8.30 8.10 7.80 8.20 1st Qtr 2014 2nd Qtr 2014 3rd Qtr 2014 4th Qtr 2014 1st Qtr 2015 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 - 1st Quarter 2015) 1st Qtr 2014 through 1st Qtr 2015 MSD Qtr 1 2015 6 8.40 8.00 8.10 7.70 7.90 1st Qtr 2014 2nd Qtr 2014 3rd Qtr 2014 4th Qtr 2014 1st Qtr 2015 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 - 1st Quarter 2015) 1st Qtr 2014 through 1st Qtr 2015 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 - 1st Quarter 2015) MSD Qtr 1 2015 7 Q10: Which of the Following Best Describes Your Home? by percentage of respondents Single family 93% Duple-Triplex 2% Apt/Condo 5% Source: ETC Institute (Post-Contact Survey - 1st Quarter 2015) Q11: How Many Years Old is Your Home? by percentage of respondents Less than 5 2% 5-10 years 3% 11-20 years 7% More than 20 years 88% Source: ETC Institute (Post-Contact Survey - 1st Quarter 2015) MSD Qtr 1 2015 8 Q12: How Many Years Have You Lived in Your Current Home? by percentage of respondents Less than 5 25%5-10 yrs 17% 11-20 yrs 18% More than 20 yrs 40% Source: ETC Institute (Post-Contact Survey - 1st Quarter 2015) MSD Qtr 1 2015 9 Section 2: GIS Maps MSD Qtr 1 2015 10 Location of All Respondents MSD Post Contact Survey 1st Quarter Results (2015) MSD Qtr 1 2015 11 1st Quarter Q8a: Satisfaction with the Overall Quality of Service Provided over the Phone by Billing MSD Qtr 1 2015 12 1st Quarter Q8a: Satisfaction with the Overall Quality of Service Provided over the Phone by Maximo MSD Qtr 1 2015 13 1st Quarter Q8c: Satisfaction with the Overall Quality of Service Provided by MSD: BILLING ONLY MSD Qtr 1 2015 14 1st Quarter Q8c: Satisfaction with the Overall Quality of Service Provided by MSD: MAXIMO ONLY MSD Qtr 1 2015 15 Section 3: Tabular Data MSD Qtr 1 2015 16 WEIGHTED 1st QUARTER RESULTS Year 2015 GROUPED PROBLEM CODE - WEIGHTED Grouped problem Code Number Percent 1=Cave In 59 13.1 % 2=Water Backup 54 12.0 % 3=Storm water 55 12.2 % 4=Other 58 12.9 % B=Billing 225 49.9 % Total 451 100.0 % Survey month Number Percent January= 150 33.3 % February= 160 35.5 % March= 141 31.3 % Total 451 100.0 % Survey type Number Percent B=Billing 226 50.1 % F=Field service 225 49.9 % 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 226 50.1 % 2=Maintenance problem 225 49.9 % 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 450 100.0 % Total 450 100.0 % MSD Qtr 1 2015 17 WEIGHTED 1st QUARTER RESULTS Year 2015 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 88.3% 11.7% Q2b MSD Customer Service Ctr open 94.7% 5.3% Q2c Time waited to speak was acceptable 90.9% 9.1% Q2d Employee was tech competent 91.2% 8.8% Q2e Employee was courteous 96.1% 3.9% Q2f Employee treated you with respect 95.6% 4.4% Q2g What was needed to address concern 77.7% 22.3% Q2h Employee resolved question/concern 81.7% 18.3% If NO to Q2h ask Q2j and Q2k Q2j Any followup regarding issue status 21.5% 78.5% MSD Qtr 1 2015 18 WEIGHTED 1st QUARTER RESULTS Year 2015 Q2. Based on your experience with the employees you spoke with by phone, please answer the following questions. [Billing only] (N=226) Billing Yes No 1 2 Q2a Easy to determine phone # to call 91.4% 8.6% Q2b MSD Customer Service Ctr open 95.8% 4.2% Q2c Time waited to speak was acceptable 87.6% 12.4% Q2d Employee was tech competent 93.1% 6.9% Q2e Employee was courteous 96.4% 3.6% Q2f Employee treated you with respect 95.5% 4.5% Q2g What was needed to address concern 85.2% 14.8% Q2h Employee resolved question/concern 82.2% 17.8% If NO to Q2h ask Q2j and Q2k Q2j Any followup regarding issue status 10.3% 89.7% MSD Qtr 1 2015 19 WEIGHTED 1st QUARTER RESULTS Year 2015 Q2. Based on your experience with the employees you spoke with by phone, please answer the following questions. [Field service only] (N=224) Field Service Yes No 1 2 Q2a Easy to determine phone # to call 85.1% 14.9% Q2b MSD Customer Service Ctr open 93.5% 6.5% Q2c Time waited to speak was acceptable 94.4% 5.6% Q2d Employee was tech competent 89.2% 10.8% Q2e Employee was courteous 95.7% 4.3% Q2f Employee treated you with respect 95.7% 4.3% Q2g What was needed to address concern 70.0% 30.0% Q2h Employee resolved question/concern 81.2% 18.8% If NO to Q2h ask Q2j and Q2k Q2j Any followup regarding issue status 32.5% 67.5% MSD Qtr 1 2015 20 WEIGHTED 1st QUARTER RESULTS Year 2015 Q2. Based on your experience with the employees you spoke with by phone, please answer the following questions. [Cave in only] (N=59) Cave In Yes No 1 2 Q2a Easy to determine phone # to call 78.0% 22.0% Q2b MSD Customer Service Ctr open 96.5% 3.5% Q2c Time waited to speak was acceptable 92.3% 7.7% Q2d Employee was tech competent 83.9% 16.1% Q2e Employee was courteous 91.5% 8.5% Q2f Employee treated you with respect 91.5% 8.5% Q2g What was needed to address concern 59.6% 40.4% Q2h Employee resolved question/concern 74.6% 25.4% If NO to Q2h ask Q2j and Q2k Q2j Any followup regarding issue status 30.8% 69.2% MSD Qtr 1 2015 21 WEIGHTED 1st QUARTER RESULTS Year 2015 Q2. Based on your experience with the employees you spoke with by phone, please answer the following questions. [Water backup only] (N=54) Water Backup Yes No 1 2 Q2a Easy to determine phone # to call 94.2% 5.8% Q2b MSD Customer Service Ctr open 91.8% 8.2% Q2c Time waited to speak was acceptable 95.6% 4.4% Q2d Employee was tech competent 91.5% 8.5% Q2e Employee was courteous 98.0% 2.0% Q2f Employee treated you with respect 98.0% 2.0% Q2g What was needed to address concern 74.5% 25.5% Q2h Employee resolved question/concern 88.7% 11.3% If NO to Q2h ask Q2j and Q2k Q2j Any followup regarding issue status 66.7% 33.3% MSD Qtr 1 2015 22 WEIGHTED 1st QUARTER RESULTS Year 2015 Q2. Based on your experience with the employees you spoke with by phone, please answer the following questions. [Stormwater problem codes for Field service] (N=55) Stormwater Yes No 1 2 Q2a Easy to determine phone # to call 77.6% 22.4% Q2b MSD Customer Service Ctr open 95.1% 4.9% Q2c Time waited to speak was acceptable 93.0% 7.0% Q2d Employee was tech competent 95.7% 4.3% 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 73.7% 26.3% Q2h Employee resolved question/concern 83.6% 16.4% If NO to Q2h ask Q2j and Q2k Q2j Any followup regarding issue status 22.2% 77.8% MSD Qtr 1 2015 23 WEIGHTED 1st QUARTER RESULTS Year 2015 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 91.1% 8.9% Q2b MSD Customer Service Ctr open 90.9% 9.1% Q2c Time waited to speak was acceptable 96.4% 3.6% Q2d Employee was tech competent 87.0% 13.0% Q2e Employee was courteous 94.5% 5.5% Q2f Employee treated you with respect 94.5% 5.5% Q2g What was needed to address concern 75.5% 24.5% Q2h Employee resolved question/concern 78.9% 21.1% If NO to Q2h ask Q2j and Q2k Q2j Any followup regarding issue status 25.0% 75.0% MSD Qtr 1 2015 24 WEIGHTED 1st QUARTER RESULTS Year 2015 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 49.9% 50.1% 100.0% Q3 Service call in last 60 days 1=Yes 85.7% 1.3% 43.3% 2=No 14.3% 98.7% 56.7% Q3a. Did the MSD employees complete the service? Q3a MSD employees completed service Number Percent 1=Yes 110 56.1 % 2=No 59 30.1 % 3=Not sure 27 13.8 % Total 196 100.0 % MSD Qtr 1 2015 25 WEIGHTED 1st QUARTER RESULTS Year 2015 Q4. Based on your experience with the employees who visited your home or neighborhood, please answer the following questions. [OVERALL FIELD SERVICE] (N=194) Overall Field Service Yes No 1 2 Q4a Did MSD employee arrive on time 94.9% 5.1% Q4b MSD employee appearance professional 98.8% 1.2% Q4c Employee technically competent 97.5% 2.5% Q4d Was MSD employee courteous 97.4% 2.6% Q4e Repairs/service improvement timely 90.4% 9.6% Q4f What was needed to address concern 72.5% 27.5% Q4g Employee resolved issue or concern 84.1% 15.9% if NO to Q4g ask Q4i and Q4h q4i Any followup regarding issue status 38.9% 61.1% MSD Qtr 1 2015 26 WEIGHTED 1st QUARTER RESULTS Year 2015 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 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 63.6% 36.4% Q4g Employee resolved issue or concern 56.5% 43.5% if NO to Q4g ask Q4i and Q4h q4i Any followup regarding issue status 40.0% 60.0% MSD Qtr 1 2015 27 WEIGHTED 1st QUARTER RESULTS Year 2015 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 100.0% 0.0% Q4b MSD employee appearance professional 100.0% 0.0% Q4c Employee technically competent 100.0% 0.0% Q4d Was MSD employee courteous 100.0% 0.0% Q4e Repairs/service improvement timely 95.5% 4.5% Q4f What was needed to address concern 88.9% 11.1% Q4g Employee resolved issue or concern 96.9% 3.1% if NO to Q4g ask Q4i and Q4h q4i Any followup regarding issue status 0.0% 100.0% MSD Qtr 1 2015 28 WEIGHTED 1st QUARTER RESULTS Year 2015 Q4. Based on your experience with the employees who visited your home or neighborhood, please answer the following questions. [STORMWATER] (N=44) Stormwater Yes No 1 2 Q4a Did MSD employee arrive on time 91.3% 8.7% Q4b MSD employee appearance professional 100.0% 0.0% Q4c Employee technically competent 100.0% 0.0% Q4d Was MSD employee courteous 100.0% 0.0% Q4e Repairs/service improvement timely 90.0% 10.0% Q4f What was needed to address concern 62.5% 37.5% Q4g Employee resolved issue or concern 91.3% 8.7% if NO to Q4g ask Q4i and Q4h q4i Any followup regarding issue status 100.0% 0.0% MSD Qtr 1 2015 29 WEIGHTED 1st QUARTER RESULTS Year 2015 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=48) Other Yes No 1 2 Q4a Did MSD employee arrive on time 90.6% 9.4% Q4b MSD employee appearance professional 96.3% 3.7% Q4c Employee technically competent 92.0% 8.0% Q4d Was MSD employee courteous 92.6% 7.4% Q4e Repairs/service improvement timely 82.8% 17.2% Q4f What was needed to address concern 69.6% 30.4% Q4g Employee resolved issue or concern 85.3% 14.7% if NO to Q4g ask Q4i and Q4h q4i Any followup regarding issue status 25.0% 75.0% MSD Qtr 1 2015 30 WEIGHTED 1st QUARTER RESULTS Year 2015 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 49.9% 50.1% 13.1% 12.0% 12.2% 12.9% 49.9% 100.0% Q8a Quality service by employee on phone Completely satisfied 49.0% 49.5% 50.9% 46.9% 44.7% 53.7% 49.3% 49.3% 09 11.2% 15.0% 7.0% 10.2% 8.5% 18.5% 15.1% 13.1% 08 12.6% 15.5% 3.5% 18.4% 27.7% 3.7% 15.5% 14.1% 07 9.7% 5.9% 19.3% 8.2% 8.5% 1.9% 5.9% 7.7% 06 3.9% 3.2% 3.5% 6.1% 4.3% 1.9% 3.2% 3.5% 05 6.3% 2.3% 8.8% 6.1% 6.4% 3.7% 2.3% 4.2% 04 1.9% 0.9% 3.5% 2.0% 0.0% 1.9% 0.9% 1.4% 03 0.0% 0.5% 0.0% 0.0% 0.0% 0.0% 0.5% 0.2% 02 0.0% 2.3% 0.0% 0.0% 0.0% 0.0% 2.3% 1.2% Not at all satisfied 5.3% 5.0% 3.5% 2.0% 0.0% 14.8% 5.0% 5.2% Don't know 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% Mean 8.3 8.4 8.2 8.4 8.6 8.0 8.4 8.3 SD 2.4 2.4 2.4 2.0 1.5 3.2 2.4 2.4 MSD Qtr 1 2015 31 WEIGHTED 1st QUARTER RESULTS Year 2015 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 49.9% 50.1% 13.1% 12.0% 12.2% 12.9% 49.9% 100.0% Q8b Quality service--home service call Completely satisfied 62.8% 50.0% 57.1% 62.9% 71.1% 60.5% 45.5% 61.8% 09 7.6% 16.7% 0.0% 8.6% 10.5% 10.5% 18.2% 8.3% 08 8.3% 8.3% 11.4% 17.1% 0.0% 5.3% 9.1% 8.3% 07 3.4% 8.3% 5.7% 5.7% 0.0% 2.6% 9.1% 3.8% 06 1.4% 0.0% 0.0% 2.9% 0.0% 2.6% 0.0% 1.3% 05 2.1% 0.0% 0.0% 0.0% 7.9% 0.0% 0.0% 1.9% 04 0.7% 0.0% 0.0% 0.0% 0.0% 2.6% 0.0% 0.6% 03 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 02 2.1% 8.3% 5.7% 0.0% 0.0% 2.6% 9.1% 2.5% Not at all satisfied 11.7% 8.3% 20.0% 2.9% 10.5% 13.2% 9.1% 11.5% Don't know 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% Mean 8.2 8.0 7.3 9.0 8.6 8.1 7.8 8.2 SD 3.1 3.2 3.8 1.8 3.0 3.3 3.3 3.1 MSD Qtr 1 2015 32 WEIGHTED 1st QUARTER RESULTS Year 2015 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 49.9% 50.1% 13.1% 12.0% 12.2% 12.9% 49.9% 100.0% Q8c Overall quality of MSD service Completely satisfied 47.4% 48.6% 45.5% 48.1% 43.4% 53.7% 48.4% 48.0% 09 9.4% 12.6% 9.1% 5.8% 7.5% 14.8% 12.7% 11.0% 08 9.4% 15.9% 3.6% 15.4% 13.2% 5.6% 16.0% 12.6% 07 9.9% 4.2% 10.9% 11.5% 15.1% 1.9% 4.2% 7.0% 06 1.9% 1.9% 3.6% 1.9% 0.0% 1.9% 1.9% 1.9% 05 4.7% 5.6% 0.0% 5.8% 5.7% 7.4% 5.6% 5.2% 04 0.9% 1.4% 3.6% 0.0% 0.0% 0.0% 1.4% 1.2% 03 2.8% 1.9% 7.3% 3.8% 0.0% 0.0% 1.9% 2.3% 02 3.3% 2.8% 3.6% 1.9% 0.0% 7.4% 2.8% 3.0% Not at all satisfied 10.3% 5.1% 12.7% 5.8% 15.1% 7.4% 5.2% 7.7% Don't know 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% Mean 7.7 8.2 7.2 8.0 7.6 8.0 8.2 7.9 SD 3.1 2.6 3.4 2.7 3.1 3.1 2.6 2.9 MSD Qtr 1 2015 33 WEIGHTED 1st QUARTER RESULTS Year 2015 Q9. Do you own or rent your current residence? Q9 Do you own/rent your current residence Number Percent 1=Own 419 92.9 % 2=Rent 24 5.3 % 9=Refuse 8 1.8 % Total 451 100.0 % Q10. Which of the following BEST describes your home? Q10 Which best describes your home Number Percent 1=Single family 413 93.0 % 2=Duplex-Triplex 7 1.6 % 3=Apt/Condo 21 4.7 % 5=Other 3 0.7 % Total 444 100.0 % Q11. How many years old is your home? Q11 How many years old is your home Number Percent 1=Less than 5 9 2.0 % 2=5-10 years 14 3.1 % 3=11-20 years 29 6.5 % 4=More than 20 years 393 88.3 % Total 445 100.0 % 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 113 25.4 % 2=5 to 10 years 74 16.6 % 3=11 to 20 years 79 17.8 % 4=More than 20 years 179 40.2 % Total 445 100.0 % MSD Qtr 1 2015 34 Section 4: Survey Instrument MSD Qtr 1 2015 35 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? MSD Qtr 1 2015 36 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: _________________________________ MSD Qtr 1 2015 37 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? MSD Qtr 1 2015 38 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:__________________________________ MSD Qtr 1 2015 39