Customer Service Survey

Your Feedback is Important to Us

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50% of survey complete.

Along with our efforts to lower rates, Paducah Power System is working to provide excellent customer service. This brief survey focuses solely on the customer service aspect of our operations. Your answers to this survey will help us to tailor our programs and employee training to the needs of our customers. Thank you for answering our questions.

Question Title

* 1. My utility bill is easy to read.

Yes

It is easy to read, but I don't understand the charges.

Question Title

* 2. Please rate the PPS customer newsletter that accompanies your bill for:

	Excellent	Good	Fair	Poor	I do not read the newsletter
Content	Content Excellent	Content Good	Content Fair	Content Poor	Content I do not read the newsletter
Effectiveness at communicating rate information	Effectiveness at communicating rate information Excellent	Effectiveness at communicating rate information Good	Effectiveness at communicating rate information Fair	Effectiveness at communicating rate information Poor	Effectiveness at communicating rate information I do not read the newsletter

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* 3. How often do you pay your Paducah Power System bill with the following methods?

	Always	Frequently	Occasionally	Never
PPS Lobby	PPS Lobby Always	PPS Lobby Frequently	PPS Lobby Occasionally	PPS Lobby Never
PPS Drive-thru	PPS Drive-thru Always	PPS Drive-thru Frequently	PPS Drive-thru Occasionally	PPS Drive-thru Never
Online with a Computer	Online with a Computer Always	Online with a Computer Frequently	Online with a Computer Occasionally	Online with a Computer Never
Smart Phone Mobile App	Smart Phone Mobile App Always	Smart Phone Mobile App Frequently	Smart Phone Mobile App Occasionally	Smart Phone Mobile App Never
Over the Phone With a Credit Card or Debit Card	Over the Phone With a Credit Card or Debit Card Always	Over the Phone With a Credit Card or Debit Card Frequently	Over the Phone With a Credit Card or Debit Card Occasionally	Over the Phone With a Credit Card or Debit Card Never
Bank Draft	Bank Draft Always	Bank Draft Frequently	Bank Draft Occasionally	Bank Draft Never
US Postal Service	US Postal Service Always	US Postal Service Frequently	US Postal Service Occasionally	US Postal Service Never
Drop box at 1500 Broadway	Drop box at 1500 Broadway Always	Drop box at 1500 Broadway Frequently	Drop box at 1500 Broadway Occasionally	Drop box at 1500 Broadway Never
Drop box at Lone Oak	Drop box at Lone Oak Always	Drop box at Lone Oak Frequently	Drop box at Lone Oak Occasionally	Drop box at Lone Oak Never
Drop box at Southside Kroger	Drop box at Southside Kroger Always	Drop box at Southside Kroger Frequently	Drop box at Southside Kroger Occasionally	Drop box at Southside Kroger Never

Question Title

* 4. Do you know that we offer the following services?

	Yes	No
Budget Billing	Budget Billing Yes	Budget Billing No
Levelized Billing	Levelized Billing Yes	Levelized Billing No
Mobile Apps	Mobile Apps Yes	Mobile Apps No
Daily monitoring of your power usage	Daily monitoring of your power usage Yes	Daily monitoring of your power usage No
Home Check-Ups and Energy Audits	Home Check-Ups and Energy Audits Yes	Home Check-Ups and Energy Audits No
Operation Round-Up	Operation Round-Up Yes	Operation Round-Up No
Trade-A-Tree	Trade-A-Tree Yes	Trade-A-Tree No
Electric water heater Incentive	Electric water heater Incentive Yes	Electric water heater Incentive No
Electric heat pump & dual fuel heat pump incentive	Electric heat pump & dual fuel heat pump incentive Yes	Electric heat pump & dual fuel heat pump incentive No

Question Title

* 5. Please rate the following based upon your last visit to our offices.

	Strongly Agree	Agree	Neutral	Disagree	Strongly Disagree	N/A
Employee(s) responded promptly.	Employee(s) responded promptly. Strongly Agree	Employee(s) responded promptly. Agree	Employee(s) responded promptly. Neutral	Employee(s) responded promptly. Disagree	Employee(s) responded promptly. Strongly Disagree	Employee(s) responded promptly. N/A
Employee(s) were enthusiastic to serve.	Employee(s) were enthusiastic to serve. Strongly Agree	Employee(s) were enthusiastic to serve. Agree	Employee(s) were enthusiastic to serve. Neutral	Employee(s) were enthusiastic to serve. Disagree	Employee(s) were enthusiastic to serve. Strongly Disagree	Employee(s) were enthusiastic to serve. N/A
Employee(s) were knowledgeable.	Employee(s) were knowledgeable. Strongly Agree	Employee(s) were knowledgeable. Agree	Employee(s) were knowledgeable. Neutral	Employee(s) were knowledgeable. Disagree	Employee(s) were knowledgeable. Strongly Disagree	Employee(s) were knowledgeable. N/A
Employee(s) were friendly and courteous.	Employee(s) were friendly and courteous. Strongly Agree	Employee(s) were friendly and courteous. Agree	Employee(s) were friendly and courteous. Neutral	Employee(s) were friendly and courteous. Disagree	Employee(s) were friendly and courteous. Strongly Disagree	Employee(s) were friendly and courteous. N/A
Employee(s) demonstrated a willingness to listen to me.	Employee(s) demonstrated a willingness to listen to me. Strongly Agree	Employee(s) demonstrated a willingness to listen to me. Agree	Employee(s) demonstrated a willingness to listen to me. Neutral	Employee(s) demonstrated a willingness to listen to me. Disagree	Employee(s) demonstrated a willingness to listen to me. Strongly Disagree	Employee(s) demonstrated a willingness to listen to me. N/A
My wait time was appropriate for the situation.	My wait time was appropriate for the situation. Strongly Agree	My wait time was appropriate for the situation. Agree	My wait time was appropriate for the situation. Neutral	My wait time was appropriate for the situation. Disagree	My wait time was appropriate for the situation. Strongly Disagree	My wait time was appropriate for the situation. N/A

Question Title

* 6. Please rate the following if you have telephoned our offices for any reason in the past 2 years.

	Strongly Agree	Agree	Neutral	Disagree	Strongly Disagree	NA
Employee(s) responded promptly.	Employee(s) responded promptly. Strongly Agree	Employee(s) responded promptly. Agree	Employee(s) responded promptly. Neutral	Employee(s) responded promptly. Disagree	Employee(s) responded promptly. Strongly Disagree	Employee(s) responded promptly. NA
Employee(s) were enthusiastic to serve.	Employee(s) were enthusiastic to serve. Strongly Agree	Employee(s) were enthusiastic to serve. Agree	Employee(s) were enthusiastic to serve. Neutral	Employee(s) were enthusiastic to serve. Disagree	Employee(s) were enthusiastic to serve. Strongly Disagree	Employee(s) were enthusiastic to serve. NA
Employee(s) were knowledgeable.	Employee(s) were knowledgeable. Strongly Agree	Employee(s) were knowledgeable. Agree	Employee(s) were knowledgeable. Neutral	Employee(s) were knowledgeable. Disagree	Employee(s) were knowledgeable. Strongly Disagree	Employee(s) were knowledgeable. NA
Employee(s) were friendly and courteous.	Employee(s) were friendly and courteous. Strongly Agree	Employee(s) were friendly and courteous. Agree	Employee(s) were friendly and courteous. Neutral	Employee(s) were friendly and courteous. Disagree	Employee(s) were friendly and courteous. Strongly Disagree	Employee(s) were friendly and courteous. NA
Employee(s) demonstrated a willingness to listen to me.	Employee(s) demonstrated a willingness to listen to me. Strongly Agree	Employee(s) demonstrated a willingness to listen to me. Agree	Employee(s) demonstrated a willingness to listen to me. Neutral	Employee(s) demonstrated a willingness to listen to me. Disagree	Employee(s) demonstrated a willingness to listen to me. Strongly Disagree	Employee(s) demonstrated a willingness to listen to me. NA
My wait time was appropriate for the situation.	My wait time was appropriate for the situation. Strongly Agree	My wait time was appropriate for the situation. Agree	My wait time was appropriate for the situation. Neutral	My wait time was appropriate for the situation. Disagree	My wait time was appropriate for the situation. Strongly Disagree	My wait time was appropriate for the situation. NA

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* 7. Are you aware of the payment options we currently offer?

	Yes	No
PPS Lobby	PPS Lobby Yes	PPS Lobby No
PPS Drive-thru	PPS Drive-thru Yes	PPS Drive-thru No
Online With a Computer	Online With a Computer Yes	Online With a Computer No
Mobile App	Mobile App Yes	Mobile App No
Credit Card or Debit Card Over the Phone	Credit Card or Debit Card Over the Phone Yes	Credit Card or Debit Card Over the Phone No
Bank Draft	Bank Draft Yes	Bank Draft No
US Postal Service	US Postal Service Yes	US Postal Service No
Drop box at 1500 Broadway	Drop box at 1500 Broadway Yes	Drop box at 1500 Broadway No
Drop box at Lone Oak	Drop box at Lone Oak Yes	Drop box at Lone Oak No
Drop box at Southside Kroger	Drop box at Southside Kroger Yes	Drop box at Southside Kroger No

Question Title

* 8. You may access your PPS account online at any time via our website, paducahpower.com. A PPS employee may assist you with this. Are you aware that you may use this online access to:

	Yes	No
Pay your bill	Pay your bill Yes	Pay your bill No
View usage history	View usage history Yes	View usage history No
Monitor your daily usage	Monitor your daily usage Yes	Monitor your daily usage No
Modify your account	Modify your account Yes	Modify your account No
Receive text & email notifications regarding your bill	Receive text & email notifications regarding your bill Yes	Receive text & email notifications regarding your bill No

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* 9. Please rate the PPS website for:

	Excellent	Good	Fair	Poor	I do not use the website	I didn't know PPS has a website
Content	Content Excellent	Content Good	Content Fair	Content Poor	Content I do not use the website	Content I didn't know PPS has a website
Ease of use	Ease of use Excellent	Ease of use Good	Ease of use Fair	Ease of use Poor	Ease of use I do not use the website	Ease of use I didn't know PPS has a website

Question Title

* 10. Please give an overall rating to the following:

	Highly Satisfied	Satisfied	Neutral	Dissatisfied	Highly Dissatisfied
PPS rates	PPS rates Highly Satisfied	PPS rates Satisfied	PPS rates Neutral	PPS rates Dissatisfied	PPS rates Highly Dissatisfied
PPS customer service	PPS customer service Highly Satisfied	PPS customer service Satisfied	PPS customer service Neutral	PPS customer service Dissatisfied	PPS customer service Highly Dissatisfied