Customer Satisfaction Survey - 2022 We’re Listening Utilities Thank you for helping us with the 2022 Customer Satisfaction City of Charlottesville Survey - we received over 320 submissions! Utilities appreciates everyone’s feedback and the valuable insights from the comments provided. Areas in need of improvement have been identified and are in the process of being prioritized and addressed. Profile of Survey Respondents Where is your residency? Where is your residence? How long have you been our customer? The majority of respondents to the 2022 Utilities Customer Satisfaction Survey are residents of the 84% City of City of Charlottesville (84%), with the remaining 79% Charlottesville respondents comprised by residents of Albemarle County who are natural gas customers (16%). A more than majority of all respondents have been Utilities 2 years customers for more than two years (79%). 16% Albemarle County (Natural Gas Customers) Customer Service Ratings Experience Interacting with Utilities Department & Utility Billing Office Staff (% Satisfied/Neutral) Politeness & Staff knowledge and Overall responsiveness to your courteousness of staff technical competence requests, questions or concerns 97% 97% 95% Satisfied & Satisfied & Satisfied & Neutral Neutral Neutral Results of the survey reveal high levels of satisfaction Ease of contacting Overall resolution to with customer service and with the experience department staff your issue or request customers have had with Utilities staff. Politeness and courteousness of staff, knowledge and technical 97% 93% competence, and ease of contacting department staff, each received a satisfied and neutral rating from 97% of respondents. Overall responsiveness to Satisfied & Satisfied & requests, questions or concerns received a satisfied Neutral Neutral and neutral rating from 95% of respondents, and 93% of respondents were satisfied and neutral with the overall resolution to issues or requests. Reliability Reliability of your of Reliability water yourservice Reliability of your Reliability of wastewater your Reliability of your to your home water service service to your home sanitary sewer service natural gas service 99% 99% 100% Satisfied & Satisfied & Satisfied & Neutral Neutral Neutral Survey responses reveal high levels of satisfaction with the reliability of water, wastewater, and gas services. Of those surveyed, 99% are satisfied and neutral with the reliability of water service, 99% are satisfied and neutral regarding the reliability of wastewater service, and 100% are satisfied and neutral with the reliability of gas service. Value Rate thethe Rate value that value thatyou youpay payfor Rate Rate the the value thatyou value that youpay pay Rate the Rate thevalue valuethat thatyou youpay payfor your water service for your water service for for your sewer sewer service service for your natural gas service your gas service 95% 92% 91% Excellent / Excellent / Excellent / Good / Fair Good / Fair Good / Fair Results of the survey show high levels of satisfaction with the value of water, wastewater, and gas services. Among respondents, 95% rate the value of their water service as fair and above (good and excellent), 92% rate the value of their wastewater service as fair and above, and 91% rate the value of their gas service as fair and above. Natural Gas Service Online Bill Pay Services How satisfied you are with the new Survey answers revealed that for 95% of How satisfied you are with the new Utility Utility Billing Online Payment Portal? respondents the availability of gas to their home or Billing Online Payment Portal? business is important, with a majority stating that the availability of gas is extremely important. How important How importantis is it tohave it to havegas gas 98% available availableto toyour home? your home? Satisfied & Neutral 95% In response to feedback from last year’s Customer Satisfaction Extremely/ Survey, a new online bill pay portal was launched in October Very/Somewhat 2021. This portal provides customers with new and improved Important methods to receive their bill, pay their bill, and review their utility account. Results of the survey show high levels of satisfaction with the portal, and it received a satisfied and neutral rating from 98% of respondents. www.charlottesville.gov/utilities