Roseville Electric really wants to know what’s on their customers’ minds. Each year, the utility sends out a customer satisfaction questionnaire. They ask what the utility is doing well and which of their efforts might need a bit of work. The recent responses provided resounding support for their employees, their efforts, and their priorities.
“This year, the residential customer survey came back with the highest scores that we have ever received,” said Roseville Electric Customer Programs Supervisor David Bradford. “We have a very positive image in our community. Our customers tell us that the service we provide is top-notch.”
Electric conducts these surveys every year, to keep an eye on what our customers are feeling, to gain customer impressions of their employees, and to gauge how they’re doing. When you compare our electric utility to other municipally-owned electric utilities (comparing apples-to-apples), these numbers show Roseville Electric with a 30% jump in quality-of-service above all the other utilities.
“Our performance is better than it was in 2016, measured against ourselves, and the numbers are considerably higher when compared to other equal municipalities,” David added “We play an integral part in the life of our customers here in Roseville, and we’re hearing that we help make their lives great. These scores show that we’re doing a great job.”
A deeper message
David went on to express that these results run beyond the Roseville Electric employees. He stated that the numbers reflect a broader attitude in our community toward the entire City staff.
Take a look at the information gathered by the Electric Customer Satisfaction Survey by downloading a snapshot of the results.
“Anytime you have an engagement with a customer, even something as simple as someone seeing you drive down the street, you’re creating an impression. What we’re finding is that those impressions across the board are generally favorable.” David said. “We have a small community, and word-of-mouth communication is a very powerful tool in that community. Because we have been able to maintain a positive image, those images have been predominantly positive.”
The recognition of that success has been squarely noticed by City management.
“I attribute the numbers to the quality and hard work of our entire workforce. It shows how diligent and passionate we are to provide excellent service to all our customers,” said Electric Utility Director Michelle Bertolino. “This is a resounding example of how hard our staff works to provide the great services we offer. I’m very, very proud of everyone.”