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Customer Satisfaction Survey

In 2014 the Zeeland Board of Public Works contracted SDS Research to conduct a Customer Satisfaction Survey.    The survey was the first such survey done by the ZBPW included telephone interviews with 450 residential and commercial customers.   The survey addressed customer attitudes and opinions on topics such as overall satisfaction with ZBPW’s electric/water services, reliability and quality of services, interaction with staff, problem correction, billing and payment options, expectations and communication.   Where applicable, results were compared to findings from SDS Industry Benchmarks, a national Benchmark comprised of surveys conducted with more than 50 similar companies throughout the United States during the past two years.

The Survey Report is attached.     BPW 2014 SDS Customer Satisfaction Survey Report