Electric Outage: 1-844-484-2300
Water Emergency: 541-685-7595
EWEB Main: 541-685-7000
If your home is burning fossil fuels such as natural gas or oil, we have programs to help you upgrade to clean, efficient electricity.Find Out More
For many people, this is the highest energy consumption time of the year. We’ve got some low and no-cost tips to keep the bills down.Find Out More
Our Customer Care programs help thousands of community members who find themeselves in times of hardship, but the need is much greater that what we are able to handle. While we recieve Customer Care donations year-round, in December we highlight the "Share the Warmth" program and celebrate the generosity of neighbors helping neighbors.Find Out More
Our Affordability Initiative is already delivering positive results for customers, with a water price decrease set to go into effect Feb. 1, 2018, and no electric price change for the second year in a row.Find Out More
The Oregon Residential Energy Tax Credit will expire at the end of 2017. If you’re considering these energy-efficient upgrades, make your purchase before Dec. 31 to take advantage of the tax credit.Find Out More
Getting the family together for Thanksgiving dinner? Take some time to talk about emergency preparedness.Find Out More
The Eugene Water & Electric Board’s Run to Stay Warm, featuring a half-marathon, 10K, 5K and Kids’ 400-meter dash, is on Sunday, Nov. 19. All proceeds from the event will benefit limited-income customers who are struggling to pay their utility bills and stay warm through the winter months.Find Out More
Whether you’re building your dream home, or an entire subdivision of new homes, we’re here to help you connect to Eugene’s water system. We’ve recently made some changes to make the process faster, and more cost effective for customers and developers.Find Out More
Can you even begin to imagine a day without water? It isn’t just your personal use of water--brushing your teeth, flushing your toilet, or taking a shower. Water is also essential to public health and safety, as well as a functioning economy.Find Out More
Every fall wild Chinook salmon reach the Carmen-Smith spawning channel after a long journey from the ocean. A few hundred middle school students get the opportunity to witness the homecoming firsthand as a part of the Salmon Watch program.Find Out More
Public Power Week is a great opportunity to honor EWEB's 106 year history and look forward to how we will continue to power a strong community in the years ahead. Our recently adopted Strategic Plan highlights how we will continue to hold true to our core values as a public utility and make significant decisions involving the community's electric supply resources.Find Out More
We’re doing our part by making investments to prepare, replace and maintain our community's electric and water systems. Here are some of the ways we work proactively to keep the lights on and the tap water flowing.Find Out More
EWEB used a novel approach to place 300 yards of gravel and small rock in an area of the McKenzie favored by bull trout for spawning.Find Out More
New McKenzie River substation will improve the transmission system and allow EWEB to remove 14 miles of transmission lines between Leaburg and Walterville powerhouses.Find Out More
The Continental Congress in 1776 declared independence from the British Empire. In 1911, the citizens of Eugene made their own “declaration of independence" from the privately owned water company.Find Out More
Part of being a public utility is understanding how you—our customer-owners—rate our performance, and making decisions that reflect the values and choices of the community.
Public utilities like EWEB are distinctly different from the investor-owned electric providers, and even rural electric cooperatives, because we are fully accountable to our customers. You have a say in the policies and practices of your electric and water utility.
As part of our commitment to accountability and transparency, we regularly conduct customer satisfaction surveys, as well as focus groups and stakeholder interviews to measure customers' opinions and identify trends over time. Through routine outreach in a variety of forms, and through qualitative, informal feedback, we've built up a clear body of research about how you view our performance, and your priorities in terms of products, services, programs, and spending.
We use surveys to understand your preferences and expectations on a variety of subjects, including product quality and reliability, service, communication and prices. We also collect feedback through more in-depth focus groups, expert panels and advisory committee discussions about emerging and current issues such as modernization efforts, plans to diversify our water sources, pricing models, conservation programs and community or environmental initiatives. Through post-program participation or transactional surveys, we learn about your individual experiences with EWEB employees and program contractors.
Ultimately, the goal of this outreach is to better align our work with your needs and expectations.
The most recent customer satisfaction survey was completed in 2015; the first quarterly survey of 2017 wraps up in early May.
In 2015, a total of 1,109 randomly-sampled residential customers completed or partially completed interviews (816 online and 293 by phone). Here are a few high-level results:
The survey also included a "Gap Analysis," providing insights into the relationship between importance and satisfaction. In 2015, the most significant differences between satisfaction and importance existed for efforts to control costs, protection of drinking water sources, and responsiveness to customer needs and concerns.
The gap between importance and satisfaction with efforts to control costs is a clear improvement opportunity, and a trend we've seen for several years running.
In 2016, we did not issue a customer satisfaction survey, but instead hired a consultant to conduct one-on-one interviews with a cross-section of community stakeholders to gather meaningful feedback about the future direction of the utility. Twenty-two people representing business interests, community organizations, nonprofits, energy advocates, young professionals and other opinion leaders participated.
The interview results were mostly consistent with past satisfaction surveys. Reliability is the clear top priority. The interviewees gave us high marks for customer service and conservation programs. And while they viewed economic development and social needs support as important community issues, they questioned EWEB's role and spending in these areas.
We heard similar feedback about community programs in the 2015 Customer Satisfaction Survey. Community involvement such as grants, sponsorships and special events are considered a strategic or "value-added" activity, according to customer research, and rank below safety, reliability and affordability.
Customer feedback about spending priorities and satisfaction with efforts to control costs are driving factors behind General Manager Frank Lawson's new affordability target. Currently, EWEB customers spend approximately 4 percent of the median income in Eugene on power and water bills. Frank would like us to be closer to 3.2 percent of median income, a 20 percent improvement. To get there, Frank and our Executive Team are working on plans to trim $15 million and some 60 full-time position from the annual budget by 2020.
More outreach planned
We're continuning our outreach to gather detailed information on customer sentiment. Some of the upcoming initiatives include:
By participating in these surveys and other public engagement activities, you have the opportunity to exercise your voice on big questions we face, including investments in local infrastructure, energy conservation and energy efficiency programs, budget and prices, energy resources, customer policies, and level of support for environmental and community programs.
We will keep you updated on the results of our outreach, as well as our plans and progress.
500 East Fourth Ave.
Eugene, OR 97401
9 a.m. - 5:30 p.m.