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Talking to our customers — why?

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You may have noticed that there is a lot of talk recently about ways your public utility is trying to engage in a conversation with you. You might be asking yourself, “Why is the PUD doing (what seems like) a bunch of surveys?” It’s a reasonable question and deserves an answer about what we are doing when it comes to surveys and outreach, and why.

Starting on Feb. 10 the PUD began a customer satisfaction survey using a firm called SDS Research. Some 400 of our customers will receive a call from a 208 area code that asks them to participate in the project. I hope you will if called. This information is really important to us because it has several questions that will allow us to compare ourselves to other similar utilities around the country to see how well we are doing when it comes to meeting our customer-owner service needs. Chelan County PUD has never done a benchmarking survey that looks at how we stack up against others. We have done other customer satisfaction surveys in the past, but they only tell us how we are doing year-to-year.

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