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IID to survey customers on service

May 17, 2002|STAFF REPORT

The Imperial Irrigation District will conduct a telephone survey over the next two weeks to see how satisfied customers are with the utility's service and programs offered.

"Customer service has always been of highest priority at IID," General Manager Jesse Silva said. "Continually improving service is a major goal in the strategic plan adopted by the Board of Directors. Surveying customer satisfaction is an important way to gauge how we are meeting the goal and where we need to make changes."

About 8,000 of IID's 100,000-plus customers will be contacted in the telephone survey being conducted by RKS Research & Consulting, Inc. Public information department Manager Ron Hull said RKS was selected because of its extensive experience with public utilities. It has done work for the California Municipal Utilities Association and several California public utilities.

The survey of randomly selected IID customers in both the Imperial and Coachella valleys will consist of telephone interviews. The interviews, conducted in English and Spanish, will last about 15 minutes. Customer names and account information will be kept confidential.

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Questions will cover such issues as IID's performance, the public benefit charge programs and customers' experiences with the utility. The information will help IID determine customers' preferences.

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