In the Fall of 2019, Lodi Electric Utility conducted a survey of its residential customers by phone and on-line. Two focus groups were also held. A sample of large, industrial customers was selected for in-depth interviews. This survey followed a baseline survey conducted in 2016.
Overall, customer satisfaction levels increased since 2016. Our communication with the public is better, our field personnel troubleshoot problems throughout the distribution system quickly, and electric service is reliable. However, we still have work to do to improve our ratings, especially when it comes to wait times. For example, the wait times on the phone and when visiting the Customer Service desk in person, are somewhat longer than they should be.
We value our customers, and pledge to improve our relationship with them. This said, staff is examining the areas of service to determine where improvements need to be made, and will continue to develop and implement improvement strategies. Click here for the customer satisfaction survey.