Customer Satisfaction Survey Results

2017 Customer Satisfaction Survey Results

Results of the 2017 Electric Utility Customer Satisfaction Survey, conducted in January for Guelph Hydro Electric Systems Inc., indicate that 89 per cent of customers surveyed are satisfied with the utility's services. This result is five per cent higher than the Ontario benchmark.

The telephone survey, conducted by the independent research company, UtilityPULSE, surveyed customers to gauge their satisfaction with the utility's customer service, reliability, billing and operations.

Overall, Guelph Hydro scored an "A" on the UtilityPULSE "report card" that marks the company on three categories: Management Operations, which encompasses operational effectiveness and reliability, Customer Care and Company Image.

The company received particularly high marks for reliability with 92 per cent of respondents saying Guelph Hydro delivers consistent, reliable energy and 91 per cent saying the reliability of the electricity system meets their expectations. In the event of a power outage, 88 per cent indicated their satisfaction that Guelph Hydro handles outages and restores power quickly.

Thinking about the services provided by Guelph Hydro's customer service representatives, engineering staff, energy conservation team, field crews, and others, 88 per cent said the company provides excellent, quality services, 90 per cent said the company delivers on its service commitments and 82 per cent said Guelph Hydro is customer-focused.

In terms of corporate image, 87 per cent of survey respondents reported that Guelph Hydro is a trusted and trustworthy company in the community with 91 per cent saying that Guelph Hydro makes electricity safety a top priority and 80 per cent indicating the company keeps its promises.   

The findings of the survey are based on telephone interviews conducted in January 2017 with a random selection of 400 individuals who pay or look after a Guelph Hydro Electric Systems Inc. electricity bill.

A total of 85 per cent of the interviews were conducted with residential customers while 15 per cent were commercial customers. This sample size provides a confidence level of 95 per cent and a margin of error of +/- 4.9.