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CPW customers are a happy bunch, according to survey

By Jim Fair, Editor
Published on Wednesday, March 30, 2016

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Greer CPW registered a score of 82 on a 100-point scale of the American Satisfaction Customer Index. A customer service survey by Pioneer Research was presented at the commissioners meeting,
 
 

Greer CPW Photo

Greer CPW registered a score of 82 on a 100-point scale of the American Satisfaction Customer Index. A customer service survey by Pioneer Research was presented at the commissioners meeting,

 

 

There are a lot of happy customers with Greer’s Commission of Public Works.

According to an independent survey conducted by Pioneer Research from Norcross, Ga., CPW’s score was significantly higher than American Satisfaction Customer Index (ASCI) scores for investor (74 percent) or municipal (73 percent) owned utilities and higher than co-ops (80 percent).

CPW registered an ACSI score of 82, on 100-point scale, that was noted as very positive. CPW serves customers for natural gas, electricity, water and sewer/wastewater.

Chuck Montgomery made the presentation for Pioneer Research at Monday’s monthly commissioners meeting. The web-based survey of 5,000 random CPW residential customers had a 7.2 percent response rate. Half of the respondents have lived in the Greer area for 10 or more years.

“It was important to get a feeling how our customers feel about customer service,” said Jeff Tuttle, CPW General Manager.

Lowering rates was typically the main suggestion for improvement in verbatim comments. No significant negative issues were reported.

Customers favor receiving information about conservation from the Internet (61 percent) more than any other media with newspapers and magazines rated next to lowest, just above social media (22 percent).

Overall perceptions of Greer CPW on customer satisfaction factors rated above 4.0, on 5-point scale, on all but rates.

“Nothing in this report would demand a reaction,” Montgomery said.

Other results of interest:

• 48% drink tap water out of faucet

• 37% drink tap water after filtering

• 15% drink bottled water instead of tap

• 60% pay their bills via automatic draft (31%) or CPW website (29%)

• 18% still pay their bills via mail

• 59% adjusted thermostat in past 3 years

• 49% converted to CFL/LED bulbs in past 3 years

• 34% purchased “Energy Star” appliances in past 3 years

• 64% wait until full load for washer/dishwasher

• 47% watering lawn less frequently

• 43% purchased energy/water efficient washer

 

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