Following the 2024 survey, DPU was presented with a Customer Satisfaction bronze-level award by the American Public Power Association. Many of the Voice of the Customer Survey questions are benchmarked by APPA and responses to those questions put DPU among 20 public power providers nationwide to receive the award. Courtesy/DPU

COUNTY News:

Let your voice be heard, utility customers! The Los Alamos Department of Public Utilities (DPU) is kicking off its annual “Voice of the Customer” survey on Monday, Jan. 13  to measure customer satisfaction and engagement in areas such as quality, reliability and service.

Following the 2024 survey, DPU was presented with a Customer Satisfaction bronze-level award by the American Public Power Association. Many of the “Voice of the Customer” survey questions are benchmarked by APPA and responses to those questions put DPU among 20 public power providers nationwide to receive the award.

“The feedback of our customers is crucial in helping us improve our services,” Utility Manager Philo Shelton said. “By taking a few minutes to complete our annual survey, you’ll help us understand how we can better serve this community’s utility needs. We’re committed to listening and learning from our customers’ experiences.”

The “Voice of the Customer” survey is being conducted by GreatBlue Research via internet and telephone. It will be sent to a randomly selected group of utility account holders first by email and later by phone.

The survey supports a goal set for the department by its governing Board of Public Utilities—to be a customer service-oriented organization that is approachable, communicative, efficient and transparent. Each year, the results are utilized to help DPU’s managers pinpoint areas to focus on for improvement. The results are also compared against utility industry benchmarks. Additionally, GreatBlue will provide recommendations to DPU for improvement of overall service to customers.

DPU runs a year-round transactional survey as well which gathers feedback on specific business interactions. That survey is provided to customers who have had recent contact with DPU and Customer Care Center staff. The “Voice of the Customer” survey is broader in scope and targets multiple aspects of DPU as a utility service provider.

The “Voice of the Customer” survey will be conducted online beginning Monday, Jan. 13 through Thursday, Feb. 6, and then by phone, Monday Feb. 10 through Friday, Feb. 21.

DPU’s transactional survey is conducted on an ongoing basis at https://ladpu.com/123 with data collected and summarized twice a year.

“The community’s participation in this annual survey is greatly appreciated!” –DPU