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EWEB Launches 2019 Customer Satisfaction Survey

November 15, 2019

As a public utility, it is important that EWEB check-in with customer-owners to see how we are performing, gauge how satisfied you are with different aspects of our services and offerings and understand your needs. 

EWEB has partnered with a research firm, Riley Research Associates, to conduct a survey of randomly selected residential customers via phone and online. The phone surveys launched mid-November, with the email invitations for the online survey to follow shortly.

The survey includes questions to better understand your preferences and satisfaction around topics including service quality and reliability, EWEB's responsiveness and efforts to control costs, and conservation programs, to name a few. Also included are questions to gauge your interest in a variety of potential future programs and services. 

The survey will not include questions that ask you to reveal personally sensitive information, or to complete a payment. If you receive a call or email that appears suspicious hang up or delete the email. Learn more about protecting yourself from scams

We will share findings from the survey in early 2020.

Your input and opinions help shape EWEB's direction

EWEB launched an Affordability Initiative based on formal and informal, qualitative and quantitative feedback from customers. This included a review of data from customer satisfaction surveys in which customers reported a gap between what you think is important - affordable power and water - and how EWEB was performing in that area.

With this heightened focus on affordability, 2019 marked the fourth time in five years with no residential electric price increase and the third year in a row with no increase in residential water prices. In 2018, Commissioners reduced residential water prices by 4.5 percent.

At the same time, EWEB has continued to invest in programs that you have told us are important to you including energy and water conservation and limited income assistance programs.  

Read more about the results of the 2017 Customer Satisfaction Survey.