Utilities Department To Collect Customer Feedback In Two Surveys


In its pursuit of continuous improvement, the Los Alamos Department of Public Utilities will be the subject of two different customer surveys beginning the first week in January and to be conducted by GreatBlue Research.

The first is a quick transactional survey to be completed by customers at the end of a business interaction. Customers who stop by the Customer Care Center in the Los Alamos County Municipal Building, as well as those who interact with electric, gas, water, and sewer field personnel, will be pointed to an online survey about the business concluded, such as bill payments, questions on services, or meter rereads.

The second survey, the Voice of the Customer Survey, is an annual survey to measure customer satisfaction and engagement in areas such as quality, reliability and service. The information gathered will provide benchmarks for comparison to other utility providers. GreatBlue will analyze the data and provide recommendations to DPU for improvement of overall service to customers.

While the link for the online transactional survey will be given only to customers who directly interact with DPU employees, the Voice of the Customer Survey will go out to a randomly selected group of utility account holders by email and phone.

“We would appreciate people taking the time to complete our surveys because they will help us improve our service to the community,” said Utilities Manager Philo Shelton. “We will be collecting these data every year so that we can continually observe customer service trends and seek opportunities for improvements. We’re working hard to not only build upon our successes, but also to correct our weaknesses.” 

The Voice of the Customer survey will be conducted online from Jan. 4 through Jan. 25, and then by phone from Jan. 26 through Feb. 9. The transactional survey will be conducted on an ongoing basis with data collected and summarized quarterly.