Prepared by Todd Danielson
February 24, 2012
Avon Lake Municipal Utilities (ALMU) was established to provide a service to the citizens of Avon Lake—fresh, healthful drinking water to a resident’s service connection and wastewater collection and treatment to protect public health and the environment. We are a branch of City government and are a monopoly. That does not mean we do not care what our customers think about our service. Conversely, we care greatly.
Recently, ALMU hired Business Research Services (BRS), a local market research company, to conduct telephone interviews of a random sampling of 800 of our customers to receive their feedback on the quality of service ALMU provides, what else ALMU could do for them, and what their opinions were on a few initiatives ALMU was considering. Their feedback helps us determine how to provide the most appropriate level of service and we greatly appreciate their candid feedback and time. These customers represent approximately 10% of our service population within the City limits and yield a 3% margin of error for the study results.
So what did our customers tell us?
1. ALMU receives high rankings for Quality of Water and Customer Service
Ninety percent (90%) of our customers felt that the quality of water ALMU provides is “Good” or “Excellent” on a five point scale of “Poor”, “Fair”, “Average”, “Good”, or “Excellent”. On the same scale, 92% of those having an opinion ranked our Customer Service as “Good” or “Excellent” and 94% of those having an opinion ranked our Billing Services as “Good” or “Excellent”. Even better, 95% of those having an opinion on Service Personnel ranked them as “Good” or “Excellent”.
ALMU strives to provide high quality service to our customers. We appreciate you recognizing that we are doing so and will continue to put our best foot forward.
2. ALMU receives good rankings for Communications
Seventy-nine percent (79%) of our customers rated our communications efforts as “Good” or “Excellent”. Eleven percent (11%) was not sure about our communications efforts and just over 2% rated our communications as “Fair” or “Poor”. To us that shows we need to provide communications through multiple channels so that our customers not only have an opinion about our communications but also that it is a good opinion.
During the last year, ALMU has started providing a bi-monthly piece in The Press, frequent blogs on Avon Lake Patch, and posting on Facebook and Twitter. Between these and local media outlets’ news coverage ALMU was referenced more than 100 times in 2011.
3. Additional services or improvements
Overwhelmingly, 88% of our customers did not request ALMU provide any additional services or improvements. The one request that received a percentage above the margin of error was a request for ALMU to stop basements from flooding (4%).
ALMU is making significant progress toward preventing basement flooding. Through our Foundation Drain Sump Disconnection Program, our customers are helping to prevent at least 100,000 gallons of water from entering the sanitary sewer during a 2” rain event. In December, the ALMU Board approved funds to continue the program to potentially prevent an additional 300,000 gallons of water from entering the sanitary sewer during a 2” rain event. In 2012, ALMU will be working with the City to pass an ordinance to further prevent stormwater and groundwater from entering the sanitary sewer. Also, we installed four flow relief structures in February that will divert water in severely surcharged sanitary sewers to Lake Erie, rather than backing into basements. These diversions structures are only temporary and will help prevent basement backups while ALMU, the City, and customers work together to prevent basement flooding.
4. Upcoming projects
ALMU is the steward of our customers’ money. You elect our Board to serve as your proxy in determining how your money should be spent. During the interview, our customers were asked which procedures they would prefer ALMU employ on future projects, even it is cost a little more. A vast majority (79%) wants ALMU to purchase local materials and supplies for jobs, 65% wants ALMU to implement better wastewater treatment methods for the environment, and 60% wants ALMU to use energy efficient equipment. We will keep this in mind as we prepare new projects.
Overall, this survey was very helpful for ALMU to determine how to most appropriately serve our customers. We thank those that provided their input to the research company and we pledge to you that we will always strive to meet your needs. If you have any questions or comments, do not hesitate to call us at 440-933-6226 or email us at contact@avonlakewater.org. Our goal: healthy customers, healthy environment through sustainable water management.