GUC employees are once again to be commended for providing excellent customer service! During a recent customer satisfaction survey, 93% of those surveyed gave their overall experience with GUC employees a high rating. 

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 May, we partnered with The Center for Survey Research at East Carolina University® to conduct a customer satisfaction survey through telephone, email, and text message.  

A total of 734 customers completed at least two-thirds of the questionnaire. Of that total, we had 615 customers complete the survey online (via either an e-mail request or through a short text message), and 119 by telephone through an interactive voice response system. 

“The overall findings from the survey paint a very positive picture of customer satisfaction with the Greenville Utilities Commission,” said Dr. Peter Francia, Director of the Center for Survey Research. “In general, customers in the survey gave very favorable ratings in the areas of value, customer service, and reliability of services for water, gas, and electric. This is all the more impressive given inflationary pressures on the economy over the past few years.” 

How We Measure Up 
The survey results show that a majority of the customers surveyed gave high rankings in all of the categories. As in years past, rankings related specifically to employees were among the highest scores. In fact, scores related to customer service and employee interactions increased since the last survey that was conducted in 2022. Overall customer satisfaction went up to 84% compared to 70% two years ago.  

Reliability also continues to rank high with every service, coming in at 97% for gas, 96% for electric, and 95% for water.  

“We have consistently received high marks with past customer satisfaction surveys, and our employees are once again to be commended on our newest high scores,” said Scott Mullis, 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, which was shared with each department.  

“With the results and customer feedback from this survey, we can look forward to continued improvement with confidence,” said Scott.