NBU Strategic Plan Customer Survey

New Braunfels Utilities (NBU) is updating its Strategic Plan which will guide how we serve our customers. We want your input on what matters most to you in your utility services. This short, anonymous survey takes less than five minutes and will help shape NBU’s priorities for the future.

Learn more about the Strategic Plan.

1.Which New Braunfels Utilities services do you currently receive? (Select all that apply)(Required.)

Electric Service

Water Service

Wastewater Service

I am NOT an NBU customer

2.When you think of what makes a great utility company, which words best describe what matters most to you? (choose up to 3)(Required.)

Reliable - Consistently provides dependable water and electric service

Affordable – Keeps rates fair and stable

Responsive – Communicates clearly and resolves issues quickly

Innovative – Uses new ideas and technology to improve service

Stewardship – Protects natural resources and encourages conservation

Community investment - Contributes to local programs, education and community well-being

3.Looking forward, what should be the top priorities for NBU’s services over the next 5–10 years? (choose up to 3)(Required.)

Keeping rates affordable

Upgrading and maintaining water and electric systems to prevent outages or service disruptions

Increasing clean energy use, conservation and environmental stewardship

Ensuring infrastructure keeps pace with local development and job creation

Providing clear, timely and helpful information to customers

4.Where would you prefer to receive updates or information from NBU about community projects, rates and outages? (choose up to 3)(Required.)

Text message alerts

Emails newsletters or updates

Social Media (Facebook, Instagram, NextDoor, X)

Local news or community publications

Information included with the monthly bill

NBU website

Community meetings or townhalls

5.What do you most value about NBU’s service today? (choose up to 3)(Required.)

Reliable - Consistently provides dependable water, watewater and electric service

Affordable – Keeps rates fair and stable

Responsive – Communicates clearly and resolves issues quickly

Innovative – Uses new ideas and technology to improve service

Stewardship – Protects natural resources and encourages conservation

Community investment - NBU contributes to local programs, education and community well-being

Local customer service - Assistance is provided by knowledgeable staff who live and work in the community

6.What do you think are the biggest challenges facing utilities in New Braunfels over the next decade? (choose up to 3)(Required.)

Affordability and rising costs

Growth and infrastructure strain

Environmental sustainability

Water and power reliability

Emergency preparedness

Cyber Security/technology vulnerabilities

7.Which actions from NBU would strengthen your confidence in how we plan for the future? (choose up to 3)(Required.)

A clear plan for maintaining and upgrading infrastructure

Open communication about projects and decisions

Investments in water stewardship and renewable energy

Affordable and predictable rates

Strong emergency and disaster response plans

Transparency about how customer dollars are used

Collaboration with community leaders and partners

Innovation and use of new technology