On a chilly November day, third graders from Adams Elementary School in Eugene learned about the lifecycle of native salmon on a field trip to Lake Creek near Triangle Lake. The field trips take place all month as part of a program funded by EWEB grants. EWEB dedicates a portion of customer rates to inspiring kids to explore the wonders of science and learn about watershed health, water quality, and emergency preparedness.Find Out More
At the Nov. 1st board meeting, EWEB Commissioners got an update on the budget and rates for next year and the EWEB quarterly report.Find Out More
Imagine if heavy snowfall and freezing rain hit Eugene this winter. Imagine damaged trees, road closures and widespread power outages. What would you do?Find Out More
By partnering with ShakeAlert and the Oregon Hazards Lab, EWEB gets an early warning of the effects of earthquakes on hydropower facilities.Find Out More
EWEB held its Poster Contest for 5th grade students in our service territory for Public Power Week, October 2-8, receiving more than 100 entries from classrooms across the area.Find Out More
EWEB's elected Board of Commissioners has voted to authorize General Manager Frank Lawson to pursue and negotiate the sale of the former EWEB headquarters building.Find Out More
EWEB’s Source Water Champions work year-round to protect our drinking water. They take water quality samples throughout the watershed, help our neighbors be better stewards, and coordinate multi-agency teams for restoration work and hazard mitigation.Find Out More
Local middle school students from around the area learned about the entire life cycle of salmon along the McKenzie River at Salmon Watch 2022, which was held at the EWEB spawning channel. The field trip took place during peak salmon spawning season, when fish that are at least two feet long are reaching the end of their journey from the ocean to their natal streams.Find Out More
EWEB is bringing back our annual poster contest for Public Power Week, and needs your help to select our top 5 winners!Find Out More
EWEB’s electric safety trailer is an interactive tool for the public to learn how to react in a potentially dangerous situation.Find Out More
Eugene’s first black-owned house generates clean energy and community connectionsFind Out More
At this rodeo, power poles take the place of bulls and electric workers stand in for cowboys.Find Out More
How has EWEB prepared to deliver power and water to all these athletes and spectators from around the world?Find Out More
Using fireworks near power lines could lead to a fire, explosion, power outage or downed line.Find Out More
It's called an FUV, a fun utility vehicle. And we are so having FUN! We are proud to have a small fleet of electric vehicles. Two to be exact.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.
4200 Roosevelt Blvd.
Eugene, OR 97402
Para asistencia en español llame al 541-685-7000, presione 9
Phone hours: 9 a.m. - 6:30 p.m.