During the summer of 2014, ETC Institute in Olathe administered a customer satisfaction survey for Johnson County Wastewater. This was the fourth customer satisfaction survey administered by JCW; previous customer satisfaction surveys were conducted in 2012 and 2013.
The purpose of the survey is to gather input from customers about a wide range of issues that influence customer satisfaction and to determine how satisfaction has changed during the past year. The survey was administered by phone to a random sample of 539 Johnson County Wastewater customers. The overall results of the survey have a precision of at least +/-4.2% at the 95% level of confidence.
The survey results for most of the results are shown graphically in Section 2 of this report; tabular data results are provided in Section 3 and the survey instrument is shown in Section 4.
The major findings from the 2014 survey and any significant changes from the winter 2013 survey are outlined below. Changes of 4% or more from the previous survey are considered statistically significant for questions that were asked of all respondents on the survey. The results for questions that were asked of a subsample of respondents may not be statistically significant, depending on the number of respondents.
Overall Satisfaction with the Quality of Wastewater Service: Eighty-eight percent (88%) of the customers surveyed, who had an opinion, were “very satisfied” or “satisfied” with the overall quality of wastewater service provided by Johnson County Wastewater. This was a 4% decrease from 92% in the winter of 2013 to 88% in the summer of 2014.
Satisfaction with the Odor from Wastewater Treatment Centers: Most (90%) of the customers surveyed, who had an opinion, were “very satisfied” or “satisfied” with the odor from wastewater treatment centers in the area where they live. The percentage of residents satisfied with the odor from Wastewater Treatment Centers stayed the same from the winter of 2013.
Satisfaction with How Well Johnson County Wastewater Keeps Residents Informed: Sixty-eight percent (68%) of the customers surveyed, who had an opinion, were “very satisfied” or “satisfied” with how well Johnson County Wastewater kept them informed about issues related to their wastewater service. This was a 2% decrease from 70% in the winter of 2013 to 68% in the summer of 2014.
Satisfaction with What Residents Are Charged for Wastewater Service: Forty-four percent (44%) of the customers surveyed, who had an opinion, were “very satisfied” or “satisfied” with what they are charged for wastewater service. This was a 1% decrease from 45% in the winter of 2013 to 44% in the summer of 2014.
Overall Satisfaction with Customer Service: Eighty-three percent (83%) of the customers surveyed, who had an opinion, were “very satisfied” or “satisfied” with the overall quality of customer service provided by Johnson County Wastewater. The specific customer service item that customers were most satisfied with, based on the combined percentage of “very satisfied” and “satisfied” responses among those who had an opinion, was the hours that customer service is available (86%). There were decreases in satisfaction ratings in most of the customer service areas rated from the winter of 2013; the areas with significant decreases in satisfaction were: the accuracy of your bill (-12%), how easy your bill is to understand (-10%), and how easy it is to resolve billing problems (-4%).
Sewer Backups: Of the 4% of customers who reported they had a sewer backup in their home in 2014, 9% of these customers felt it was caused by Johnson County Wastewater. None of the residents surveyed in 2013 felt the backup in their home was caused by Johnson County Wastewater.
Overall Satisfaction with Johnson County Wastewater Personnel: A total of 5% (or 25 customers) had called Johnson County Wastewater for any reason during the past 90 days. Of these customers, seventy-nine percent (79%) were “very satisfied” or “satisfied” with how easy it was to contact Johnson County Wastewater personnel, a decrease of 6% from the winter of 2013. Sixty percent (60%) of the customers who had contacted Johnson County Wastewater during the past 90 days were “very satisfied” or “satisfied” with the responsiveness of Johnson County Wastewater personnel to their requests; this is a decrease of 15% from the winter of 2013.
Recent Phone Experience with Johnson County Wastewater: Customers who had contacted Johnson County Wastewater during the past 90 days were asked a series of yes/no questions related to their experiences. The findings showed that most (96%) of the customers surveyed felt that it was fairly easy to determine which phone number to call for help; 92% felt the employee they spoke with treated them with respect; 92% felt the employee was courteous; 88% felt the length of time they waited to speak with a Johnson County Wastewater employee who could help them was acceptable; 88% felt Johnson County Wastewater’s customer service center was open at the time they needed to call; 80% felt the employee they spoke with was technically competent and knowledgeable, and 64% felt the employee adequately helped resolve their question or concern. The number of respondents to this question was too small to determine if the change from the previous surveys were statistically significant.