AGENDA TITLE:
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Receive Information on the 2024 Lodi Electric Utility Business and Key Account Customer Satisfaction Survey (EU)
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MEETING DATE:
April 2, 2025
PREPARED BY:
Astrida Trupovnieks, Key Accounts and Customer Programs Specialist
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RECOMMENDED ACTION:
Receive information on the 2024 Lodi Electric Utility Business and Key Account Customer Satisfaction Survey.
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BACKGROUND INFORMATION:
Lodi Electric Utility (LEU) recently participated in the 2024 California Municipal Utilities Association (CMUA) Statewide Utility Industry Survey and accepted a CMUA invitation to commission a customer satisfaction survey specific to LEU key accounts. The costs for LEU participation in the statewide survey and local Business and Key Account Customer Satisfaction Survey were $6,390 and $8,500, respectively.
The statewide survey and the oversample of LEU electric key accounts were performed by GreatBlue Research. GreatBlue Research has been conducting comprehensive qualitative and quantitative customer and employee research on behalf of the utility industry over the last four decades, and serves as the American Public Power Association preferred research partner. In 2022, CMUA selected GreatBlue Research as its new service provider for statewide customer surveying and oversampling. GreatBlue Research performed LEU’s customer satisfaction surveys in 2016, 2019 and 2022.
While LEU participation in the statewide survey may be the first such effort, the customer satisfaction surveys since 2016 served as important tools to assess the effectiveness of Lodi’s ability to serve its residential and commercial customers, identify areas for improvement, more clearly understand customer expectations, and ultimately act on opportunities for improvement. The 2024 LEU Business and Key Account Customer Satisfaction Survey (Key Account Survey) is the first survey of this specific segment of LEU business customers.
Representatives from GreatBlue Research will present to Council the results specific to the LEU Key Account Survey, including a comparison to results of the statewide survey which reflects responses from customers of other California municipal and investor-owned utilities. Both the Key Account Survey and statewide survey investigated similar topics and posed identical questions to the Key Account Survey including topics of special interest to LEU.
The presentation by GreatBlue Research will include a project overview, key findings across all areas, as well as considerations for improvement.
A copy of the 2024 LEU Business and Key Account Customer Satisfaction Study Report of Findings is attached and included as Attachment 1 for reference. A copy of the 2024 statewide CMUA Business and Key Account Customer Satisfaction Study Report of Findings is also included as Attachment 2.
STRATEGIC VISION:
2A. Economic Development: Develop long-term economic development strategy.
FISCAL IMPACT:
Not applicable.
FUNDING AVAILABLE:
Not applicable.
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Jeff Berkheimer
Electric Utility Director
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Scott R. Carney
City Manager