Daphne Utilities Customer Survey

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* 1. How satisfied are you with Daphne Utilities in Billing and Account Management?

	Very Disatisfied	Disatisfied	Neutral	Satisfied	Very Satisfied	N/A
Timeliness of monthly bill	Timeliness of monthly bill Very Disatisfied	Timeliness of monthly bill Disatisfied	Timeliness of monthly bill Neutral	Timeliness of monthly bill Satisfied	Timeliness of monthly bill Very Satisfied	Timeliness of monthly bill N/A
Clarity/ease of understanding monthly bill	Clarity/ease of understanding monthly bill Very Disatisfied	Clarity/ease of understanding monthly bill Disatisfied	Clarity/ease of understanding monthly bill Neutral	Clarity/ease of understanding monthly bill Satisfied	Clarity/ease of understanding monthly bill Very Satisfied	Clarity/ease of understanding monthly bill N/A
Accuracy of monthly bill	Accuracy of monthly bill Very Disatisfied	Accuracy of monthly bill Disatisfied	Accuracy of monthly bill Neutral	Accuracy of monthly bill Satisfied	Accuracy of monthly bill Very Satisfied	Accuracy of monthly bill N/A
Timeliness of crediting payments to account	Timeliness of crediting payments to account Very Disatisfied	Timeliness of crediting payments to account Disatisfied	Timeliness of crediting payments to account Neutral	Timeliness of crediting payments to account Satisfied	Timeliness of crediting payments to account Very Satisfied	Timeliness of crediting payments to account N/A
Ease of setting up account payment option	Ease of setting up account payment option Very Disatisfied	Ease of setting up account payment option Disatisfied	Ease of setting up account payment option Neutral	Ease of setting up account payment option Satisfied	Ease of setting up account payment option Very Satisfied	Ease of setting up account payment option N/A
Ease of updating account information	Ease of updating account information Very Disatisfied	Ease of updating account information Disatisfied	Ease of updating account information Neutral	Ease of updating account information Satisfied	Ease of updating account information Very Satisfied	Ease of updating account information N/A
Accuracy of account information updates	Accuracy of account information updates Very Disatisfied	Accuracy of account information updates Disatisfied	Accuracy of account information updates Neutral	Accuracy of account information updates Satisfied	Accuracy of account information updates Very Satisfied	Accuracy of account information updates N/A
Ease and convenience of bill payment options	Ease and convenience of bill payment options Very Disatisfied	Ease and convenience of bill payment options Disatisfied	Ease and convenience of bill payment options Neutral	Ease and convenience of bill payment options Satisfied	Ease and convenience of bill payment options Very Satisfied	Ease and convenience of bill payment options N/A

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* 2. How satisfied are you with Water/Gas/Wastewater Service Repair and Maintenance?

	Very Disatisfied	Disatsified	Neutral	Satisfied	Very Satisfied	N/A
Ease of scheduling activation of service or turnoff	Ease of scheduling activation of service or turnoff Very Disatisfied	Ease of scheduling activation of service or turnoff Disatsified	Ease of scheduling activation of service or turnoff Neutral	Ease of scheduling activation of service or turnoff Satisfied	Ease of scheduling activation of service or turnoff Very Satisfied	Ease of scheduling activation of service or turnoff N/A
Responsiveness to reports of leaks	Responsiveness to reports of leaks Very Disatisfied	Responsiveness to reports of leaks Disatsified	Responsiveness to reports of leaks Neutral	Responsiveness to reports of leaks Satisfied	Responsiveness to reports of leaks Very Satisfied	Responsiveness to reports of leaks N/A
Length of time needed to restore service after outage	Length of time needed to restore service after outage Very Disatisfied	Length of time needed to restore service after outage Disatsified	Length of time needed to restore service after outage Neutral	Length of time needed to restore service after outage Satisfied	Length of time needed to restore service after outage Very Satisfied	Length of time needed to restore service after outage N/A
Accuracy of information related to causes/anticipated length of time for outage	Accuracy of information related to causes/anticipated length of time for outage Very Disatisfied	Accuracy of information related to causes/anticipated length of time for outage Disatsified	Accuracy of information related to causes/anticipated length of time for outage Neutral	Accuracy of information related to causes/anticipated length of time for outage Satisfied	Accuracy of information related to causes/anticipated length of time for outage Very Satisfied	Accuracy of information related to causes/anticipated length of time for outage N/A
Ability to completely resolve service issues	Ability to completely resolve service issues Very Disatisfied	Ability to completely resolve service issues Disatsified	Ability to completely resolve service issues Neutral	Ability to completely resolve service issues Satisfied	Ability to completely resolve service issues Very Satisfied	Ability to completely resolve service issues N/A
Professionalism and courtesy of field service crews/personnel	Professionalism and courtesy of field service crews/personnel Very Disatisfied	Professionalism and courtesy of field service crews/personnel Disatsified	Professionalism and courtesy of field service crews/personnel Neutral	Professionalism and courtesy of field service crews/personnel Satisfied	Professionalism and courtesy of field service crews/personnel Very Satisfied	Professionalism and courtesy of field service crews/personnel N/A

Question Title

* 3. How satisfied are you with Daphne Utilities Customer Service?

	Very Disatisfied	Disatisfied	Neutral	Satisfied	Very Satisfied	N/A
Ease of contacting customer service (finding contact info and getting answer)	Ease of contacting customer service (finding contact info and getting answer) Very Disatisfied	Ease of contacting customer service (finding contact info and getting answer) Disatisfied	Ease of contacting customer service (finding contact info and getting answer) Neutral	Ease of contacting customer service (finding contact info and getting answer) Satisfied	Ease of contacting customer service (finding contact info and getting answer) Very Satisfied	Ease of contacting customer service (finding contact info and getting answer) N/A
Professionalism and courtesy of personnel	Professionalism and courtesy of personnel Very Disatisfied	Professionalism and courtesy of personnel Disatisfied	Professionalism and courtesy of personnel Neutral	Professionalism and courtesy of personnel Satisfied	Professionalism and courtesy of personnel Very Satisfied	Professionalism and courtesy of personnel N/A
Ability of customer service representative to answer your question/solve your issue	Ability of customer service representative to answer your question/solve your issue Very Disatisfied	Ability of customer service representative to answer your question/solve your issue Disatisfied	Ability of customer service representative to answer your question/solve your issue Neutral	Ability of customer service representative to answer your question/solve your issue Satisfied	Ability of customer service representative to answer your question/solve your issue Very Satisfied	Ability of customer service representative to answer your question/solve your issue N/A

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* 4. If you did not answer Very satisfied or Satisfied on question 3, please share what happened so we can improve our service.

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* 5. Please rate your satisfaction with Daphne Utilities as a service provider in each area.

	Very Disatisfied	Disatisfied	Neutral	Satisfied	Very Satisfied	N/A
Quality of the water (ex. taste)	Quality of the water (ex. taste) Very Disatisfied	Quality of the water (ex. taste) Disatisfied	Quality of the water (ex. taste) Neutral	Quality of the water (ex. taste) Satisfied	Quality of the water (ex. taste) Very Satisfied	Quality of the water (ex. taste) N/A
Reliability of the water supply	Reliability of the water supply Very Disatisfied	Reliability of the water supply Disatisfied	Reliability of the water supply Neutral	Reliability of the water supply Satisfied	Reliability of the water supply Very Satisfied	Reliability of the water supply N/A
Reliability of gas service	Reliability of gas service Very Disatisfied	Reliability of gas service Disatisfied	Reliability of gas service Neutral	Reliability of gas service Satisfied	Reliability of gas service Very Satisfied	Reliability of gas service N/A
Ability to keep wastewater flows out of Mobile Bay	Ability to keep wastewater flows out of Mobile Bay Very Disatisfied	Ability to keep wastewater flows out of Mobile Bay Disatisfied	Ability to keep wastewater flows out of Mobile Bay Neutral	Ability to keep wastewater flows out of Mobile Bay Satisfied	Ability to keep wastewater flows out of Mobile Bay Very Satisfied	Ability to keep wastewater flows out of Mobile Bay N/A
Ability to provide valuable services for the rate paid	Ability to provide valuable services for the rate paid Very Disatisfied	Ability to provide valuable services for the rate paid Disatisfied	Ability to provide valuable services for the rate paid Neutral	Ability to provide valuable services for the rate paid Satisfied	Ability to provide valuable services for the rate paid Very Satisfied	Ability to provide valuable services for the rate paid N/A
Ease of doing business with Daphne Utilities (if applicable)	Ease of doing business with Daphne Utilities (if applicable) Very Disatisfied	Ease of doing business with Daphne Utilities (if applicable) Disatisfied	Ease of doing business with Daphne Utilities (if applicable) Neutral	Ease of doing business with Daphne Utilities (if applicable) Satisfied	Ease of doing business with Daphne Utilities (if applicable) Very Satisfied	Ease of doing business with Daphne Utilities (if applicable) N/A

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* 6. Please rate your agreement with the following statements about Daphne Utility’s website (www.daphneutilities.com)

	Highly Disagree	Disagree	Neutral	Agree	Highly Agree
It's easy to find what I need	It's easy to find what I need Highly Disagree	It's easy to find what I need Disagree	It's easy to find what I need Neutral	It's easy to find what I need Agree	It's easy to find what I need Highly Agree
It has the information I need	It has the information I need Highly Disagree	It has the information I need Disagree	It has the information I need Neutral	It has the information I need Agree	It has the information I need Highly Agree

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* 7. If you answered Disagree or Highly Disagree to either choice in question 6, please tell us how we can do better.

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* 8. Please rate your level of agreement with each of the following statements. Daphne Utilities…

	Highly Disagree	Disagree	Neutral	Agree	Highly Agree
Makes protecting the environment a priority	Makes protecting the environment a priority Highly Disagree	Makes protecting the environment a priority Disagree	Makes protecting the environment a priority Neutral	Makes protecting the environment a priority Agree	Makes protecting the environment a priority Highly Agree
Encourages its customers to use water wisely	Encourages its customers to use water wisely Highly Disagree	Encourages its customers to use water wisely Disagree	Encourages its customers to use water wisely Neutral	Encourages its customers to use water wisely Agree	Encourages its customers to use water wisely Highly Agree
Provides safe drinking water	Provides safe drinking water Highly Disagree	Provides safe drinking water Disagree	Provides safe drinking water Neutral	Provides safe drinking water Agree	Provides safe drinking water Highly Agree
Cares about the community	Cares about the community Highly Disagree	Cares about the community Disagree	Cares about the community Neutral	Cares about the community Agree	Cares about the community Highly Agree
Manages the water supply with thoughtful research and planning	Manages the water supply with thoughtful research and planning Highly Disagree	Manages the water supply with thoughtful research and planning Disagree	Manages the water supply with thoughtful research and planning Neutral	Manages the water supply with thoughtful research and planning Agree	Manages the water supply with thoughtful research and planning Highly Agree
Is open and honest about its treatment process for water	Is open and honest about its treatment process for water Highly Disagree	Is open and honest about its treatment process for water Disagree	Is open and honest about its treatment process for water Neutral	Is open and honest about its treatment process for water Agree	Is open and honest about its treatment process for water Highly Agree
Is open and honest about its treatment process for wastewater	Is open and honest about its treatment process for wastewater Highly Disagree	Is open and honest about its treatment process for wastewater Disagree	Is open and honest about its treatment process for wastewater Neutral	Is open and honest about its treatment process for wastewater Agree	Is open and honest about its treatment process for wastewater Highly Agree
Has affordable rates	Has affordable rates Highly Disagree	Has affordable rates Disagree	Has affordable rates Neutral	Has affordable rates Agree	Has affordable rates Highly Agree

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* 9. Which of the following are true about Daphne Utilities?

	True	False
It is funded by taxes	It is funded by taxes True	It is funded by taxes False
It is part of the City government	It is part of the City government True	It is part of the City government False
It handles storm water (flood control)	It handles storm water (flood control) True	It handles storm water (flood control) False
It handles street maintenance	It handles street maintenance True	It handles street maintenance False
It handles trash collection and/or recycling	It handles trash collection and/or recycling True	It handles trash collection and/or recycling False

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* 10. If people had the freedom to choose their service provider, how likely would you recommend Daphne Utilities to them?

	Definitely Would Not	Probably Would Not	Neutral	Probably Would	Definitely Would
For water	For water Definitely Would Not	For water Probably Would Not	For water Neutral	For water Probably Would	For water Definitely Would
For wastewater	For wastewater Definitely Would Not	For wastewater Probably Would Not	For wastewater Neutral	For wastewater Probably Would	For wastewater Definitely Would
For gas	For gas Definitely Would Not	For gas Probably Would Not	For gas Neutral	For gas Probably Would	For gas Definitely Would

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* 11. Which of the following best describes how the people in your home typically drink water?

We drink water straight from the faucet.

We drink water from the faucet that has been filtered in some way (by a pitcher or fridge or other filtering device).

We drink bottled water.

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* 12. Which of the following factors has the most influence in the way your household drinks water?

The cost of tap water

The cost of bottled water

The taste of tap water

The taste of bottled water

The convenience of tap water

The convenience of bottled water

The safety of tap water

Environmental concerns of bottled water

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* 13. Which one of the following statements best describes how well you understand the way Daphne Utilities determines the price you pay for its services?

I have a strong understanding.

I have a limited understanding.

I have almost no understanding.

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* 14. Below is a list of the services we provide, which are funded by the bill you pay. Please rate how important the service is to the value you receive from Daphne Utilities.

	Very unimportant	Unimportant	Neutral	Important	Very Important
Protecting healthy watersheds	Protecting healthy watersheds Very unimportant	Protecting healthy watersheds Unimportant	Protecting healthy watersheds Neutral	Protecting healthy watersheds Important	Protecting healthy watersheds Very Important
Ensuring safe drinking water	Ensuring safe drinking water Very unimportant	Ensuring safe drinking water Unimportant	Ensuring safe drinking water Neutral	Ensuring safe drinking water Important	Ensuring safe drinking water Very Important
Repairing or upgrading infrastructure when needed	Repairing or upgrading infrastructure when needed Very unimportant	Repairing or upgrading infrastructure when needed Unimportant	Repairing or upgrading infrastructure when needed Neutral	Repairing or upgrading infrastructure when needed Important	Repairing or upgrading infrastructure when needed Very Important
Ensuring there is plenty of water for the future	Ensuring there is plenty of water for the future Very unimportant	Ensuring there is plenty of water for the future Unimportant	Ensuring there is plenty of water for the future Neutral	Ensuring there is plenty of water for the future Important	Ensuring there is plenty of water for the future Very Important
Protecting the security of our water supply and the system	Protecting the security of our water supply and the system Very unimportant	Protecting the security of our water supply and the system Unimportant	Protecting the security of our water supply and the system Neutral	Protecting the security of our water supply and the system Important	Protecting the security of our water supply and the system Very Important
Preserving our short and long-term financial health	Preserving our short and long-term financial health Very unimportant	Preserving our short and long-term financial health Unimportant	Preserving our short and long-term financial health Neutral	Preserving our short and long-term financial health Important	Preserving our short and long-term financial health Very Important
Providing outstanding customer service	Providing outstanding customer service Very unimportant	Providing outstanding customer service Unimportant	Providing outstanding customer service Neutral	Providing outstanding customer service Important	Providing outstanding customer service Very Important
Offering effective customer communication and education	Offering effective customer communication and education Very unimportant	Offering effective customer communication and education Unimportant	Offering effective customer communication and education Neutral	Offering effective customer communication and education Important	Offering effective customer communication and education Very Important

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* 15. Research tells us that the cost of providing high quality water and wastewater service is likely to increase in the future. Which ONE of the following statements best describes your preference for how those price increases occur?

I prefer price increases are passed on more frequently in smaller amounts

I prefer price increases are passed on less frequently, even though they might be larger

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* 16. What is the best way for Daphne Utilities to reach you with NON-emergency information (water conservation, preventing sewer backups, water quality information, rate changes, etc). Indicate your top three only.

Social media (indicate which below)

Direct email to me (provide email below)

In the newspaper (indicate which one below)

Included with my bill

TV or radio (indicate which news station below)

Please specify your answer from above

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* 17. What is the best way for Daphne Utilities to reach you with emergency information (watermain break, water outage, gas leak, sewer spill, etc). Indicate your top three only.

Social media (indicate which below)

Direct email to me (provide email below)

A tag on my door

A “robo” call to my phone (provide number below)

In the newspaper (indicate which one below)

TV or radio (indicate which news station below)

Please specify your answer from above

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* 18. To help us better understand our customers and their needs, here are a few questions about your household.

What is your household’s total income before taxes?

Less than $20,000

$20,000 - $34,999

$35,000 - $49,999

$50,000 - $74,999

$75,000 - $99.999

$100,000 or more

Don’t Know

Prefer not to answer

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* 19. Which of the following best describes your ethnicity? (check all that apply)

Asian or Pacific Islander

Hispanic or Latino

Black or African American

Native American or American Indian

White or Caucasian

Prefer not to answer

Other (please specify)

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* 20. Including you, how many people are currently living in your household?

6 or more

Prefer not to answer

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* 21. What is your age?

18 to 24

25 to 34

35 to 44

45 to 54

55 to 64

65 to 74

75 or older

Prefer not to answer

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* 22. Would you like to enter your email address to be placed in a random drawing to win a $100 gift card as our thanks for completing the survey?

Yes

If you said Yes, please enter your email.

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* 23. If you answered Yes above and provided your email, may we use that email to periodically send you information?

Yes