Survey Says...

Survey Says...

July 22, 2019

Every employee at Greenville Utilities is to be congratulated for providing excellent customer service! During a recent customer satisfaction survey, a vast majority of those called upon gave their experiences with GUC employees a very high ranking.

As a community-owned utility, our driving force is a commitment to customer service. For this reason, we periodically go straight to the source and ask customers how we’re doing. During April and May, we contracted with SDS Research, LLC to conduct a telephone customer satisfaction survey. The objectives of the survey were to find out how customers feel about the following:

  • Overall Satisfaction of GUC
  • Interaction with Employees
  • Customer Service
  • Reliability
  • Service Value/Quality
  • Communication

Customers were asked questions pertaining to these categories and were able to rate their answers on a five-point scale, with “five” being the most positive and “one” being the most negative.

How We Measure Up

The survey results show that a majority of the customers surveyed gave high rankings in all of the categories they were questioned on. Even more commendable is that questions related specifically to employees received the highest scores. An impressive 90% of our customers gave GUC a four or five rating for overall customer service, while 91% gave the same rating for their overall interactions with employees.

Survey questions about customer interactions with employees were divided into three categories: telephone representatives, in-person representatives and field crew representatives. Customers were able to rank each of our groups by courtesy, professionalism, being knowledgeable, and problem-solving skills. All three groups can be congratulated on receiving very high marks.

Reliability also continues to rank high with every service, coming in at an average of 96% of our customers giving a four or five rating for electric, gas, and water reliability.

Past, Present and Future

GUC previously conducted customer surveys in 1988, 1991, 1995, 1998, 2005, 2012, 2015, and 2017. During the last survey, 84% of our customers were either satisfied or very satisfied with GUC.  Today, 86% of our customers gave us the same ranking for overall satisfaction.

“We have consistently received high marks with past customer satisfaction surveys, and these results are among the best,” said Scott Mullis, Assistant Director of Customer Relations.

Surveys don’t end with receiving the results. In addition to providing a tool for measuring customer satisfaction, this survey allows us to better plan for future improvements. It provides a wealth of information, and many of our customers even took the time to give us specific feedback on how to improve. “With the results and customer feedback from this survey, we can look forward to continued improvement with confidence,” said Scott.

So to each of you we say, “Congratulations and keep up the good work!” This is valuable information we can not only be proud of, but use in our daily interactions with customers.