HOLLAND, MI (WHTC-AM/FM, Apr. 24, 2023) – Apparently the Holland BPW is doing just fine by its customers.
During this afternoon’s work study session, the board of the municipal utility will go over the results of a recently-completed Customer Satisfaction Survey conducted by Hope College’s Frost Center for Data and Research. Pollsters collected data from 117 phone calls and nearly 11 hundred online questionnaires over a six-week-long span that ended on March 13th.
The results showed that that residents gave the BPW on average an overall satisfaction grade of 8.79 out of 10, with businesses at 8.92. Service reliability was at 9.31 and 9.23, respectively, while trustworthiness was at 9.01 and 9.06; response satisfaction was 8.61 and 8.82; ease of doing business was at 8.89 and 8.84; and level of concern for customer needs and problems was at 7.78 and 8.20, respectively.
“Comments about rates and online payment issues continue to be common. To reach more customers, we will be developing a new bill stuffer, adding more information to the website, and emailing customers addressing our rate competitiveness. Online payment improvements are also in process, and budget has been approved for FY 2024 for a new customer portal. Modifications to bill presentment to outline individual charges and units for each line item are being developed to help clarify cost and usage calculations.” – Dave Koster, Holland BPW General Manager
The survey and how the utility should move forward will be discussed by the panel, with no action being immediately taken, during the 4 PM work study session at the BPW offices (625 Hastings Ave.). A link to the agenda and supporting documents for this session is here.
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