Bluewater Power Customer Survey

Purpose of Survey

Bluewater Power is seeking feedback from our customers on different aspects of our business and also using this as an opportunity to provide information to customers to help them understand what we do a little better. This survey is designed to do just this and will take approximately five minutes to complete. We always strive to deliver electricity to our homes and businesses as safely, reliably and efficiently as possible.

Bluewater Power serves over 36,000 residential, commercial and industrial customers in the City of Sarnia, The Town of Petrolia, the Village of Point Edward, the Village of Oil Springs, the Township of Warwick and the Township of Brooke-Alvinston. Bluewater Power has over 16,000 poles, and 775 km of wire throughout over 208 square km of service territory.

An Overview of your Electricity Bills

Every month, Bluewater Power issues a bill that includes many line items. Each charge on the electricity portion of your bill is mandated by the provincial government or regulated by the Ontario Energy Board. The Ontario Energy Board is the regulator within the Province of Ontario, and oversees our distribution rates.

The chart below details the different components of the electricity bill. You will note that the majority of the bill flows through to other agencies in the province. Bluewater Power only retains approximately 26% of the bill for the average residential customer, and retains less than that for larger customers. The revenue collected through this small share of the bill covers Bluewater Power’s capital investments and operating expenses.

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* Question 1. Are you a residential or commercial customer?

Residential

Commercial

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* Question 2. Were you aware that Bluewater Power only controls and keeps 26% of the average residential bill?

Yes

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* Question 3. In regard to the electricity portion of your bill, what information do you look at each month?

	Always	Sometimes	Never
The monthly electricity usage (kWh)	The monthly electricity usage (kWh) Always	The monthly electricity usage (kWh) Sometimes	The monthly electricity usage (kWh) Never
The number of days in the billing period	The number of days in the billing period Always	The number of days in the billing period Sometimes	The number of days in the billing period Never
The total electricity bill dollar amount	The total electricity bill dollar amount Always	The total electricity bill dollar amount Sometimes	The total electricity bill dollar amount Never
Any adjustments on the bill	Any adjustments on the bill Always	Any adjustments on the bill Sometimes	Any adjustments on the bill Never
The historical usage data	The historical usage data Always	The historical usage data Sometimes	The historical usage data Never

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* Question 4. Are you currently on ebilling?

Yes

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* Question 5. If you are not on ebilling, what would make you switch?

A chance to win a prize

A charitable or environmental donation by Bluewater Power on your behalf

More information or an easier process

I am not interested in ebilling

Not applicable

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* Question 6. If you responded that you are not interested in ebilling, why not?

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* Question 7. Do you currently use the online tool called ‘MyAccount’ to access information related to your bill?

Yes

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* Question 8. Is there any additional information or services you would like to see offered within ‘MyAccount’?

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* Question 9. The biggest component of our local spending is ensuring reliability of the system. In 2017, on average, Bluewater Power customers experienced about 2 power outages during the year. Do you recall how many outages you specifically experienced in the last year?

One

Two

Three

More than three

I don't know

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* Question 10. We understand that power reliability is important to you. But, we also know that customers are very concerned with electricity prices. With that in mind, please select a statement that best represents your view.

Bluewater Power should be spending more to decrease the frequency and duration of outages, which may result in a bill increase

Bluewater Power should maintain the existing level of reliability which will maintain current pricing

Bluewater Power should allow the number of power outages to increase in order to keep costs low

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* Question 11. Power outages happen and when they do it is important for our customers to know where to go for details about the outage. Where do you typically go to find out outage information?

Phone the Bluewater Power office

Check the Bluewater Power website

Check the Bluewater Power Facebook page

Check the Bluewater Power Twitter feed

I don't usually check

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* Question 12. Are you aware Bluewater Power now has a live outage map on their website?

Yes

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* Question 13. Thinking about aging equipment in our system, do you feel it’s best to wait for the equipment to break down to get the full value from each piece of equipment even if it means power outages, or replace the equipment before it breaks down to prevent power outages?

Wait until break down

Replace before breakdown

Don't know

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* Question 14. Bluewater Power is looking at investing in new “modernizing” technology. Investments such as automated switches (ie. Allowing a computer to reroute customers to a different power line during an outage) and power quality monitors are such options.
Given there are many other areas of needed investment, such as connecting new customers, replacing aging equipment and expanding capacity for long-term growth, how important do you feel it is for Bluewater Power to invest now to modernize the distribution system?

Very important

Somewhat important

Not so important

Not at all important

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* Question 15. There are other new technologies available to customers for use at home. How likely are you to purchase any of the following in the next 2 years?

	Likely	Somewhat likely	Not likely
Electric Vehicle	Electric Vehicle Likely	Electric Vehicle Somewhat likely	Electric Vehicle Not likely
Solar Panels on home/business	Solar Panels on home/business Likely	Solar Panels on home/business Somewhat likely	Solar Panels on home/business Not likely
Back-up generator	Back-up generator Likely	Back-up generator Somewhat likely	Back-up generator Not likely
Energy saving appliance controls	Energy saving appliance controls Likely	Energy saving appliance controls Somewhat likely	Energy saving appliance controls Not likely

Other (please specify)

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* Question 16. Overall, what is the most important aspect of your electricity supply?

Total price

Reliability

Customer service

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* Question 17. In which municipality are you located?

Sarnia

Point Edward

Petrolia

Watford

Oil Springs

Alvinston

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* Question 18. Is there anything else Bluewater Power can do to serve you better?

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* Question 19. Would you be interested in participating in a focus group this year for further discussion?

Yes

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* Question 20. In order to be entered into the draw for an on-bill credit, please provide the information below:

Name

Bluewater Power account number

Address

Email Address

Phone Number

Thank you very much for your time in completing this survey.