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HomeMy WebLinkAboutAppendix E - Probolsky Research - TDPUD - Community Survey - Presentation - BOARDTruckee Donner Public Utility District Customer Satisfaction Survey Presentation December 2020 Opinion Research on Elections and Public Policy Probolsky Research 23 Corporate Plaza Drive Suite 150 Newport Beach CA 92660 Newport Beach (949) 855-6400 San Francisco (415) 870-8150 Washington DC (202) 559-0270 TDPUD –Customer Satisfaction Survey Survey Methodology* From Thursday, December 3, 2020 to Sunday, December 13, 2020, Probolsky Research conducted a live-interviewer telephone and online survey among Truckee Donner Public Utility District customers and service area residents. A total of 400 voters were surveyed (133 by telephone, 267 online). A survey of this size yields a margin of error of +/-5%, with a confidence level of 95%. Interviews were conducted with respondents on both landline (41%) and mobile phones (59%) and were offered in English (97%) and Spanish (3%) languages. For the online survey phase, we invited participation via email and text message. Security measures precluded individuals from completing the survey more than once and allowed only the designated voter to complete the survey. Online respondents were able to use their computer, tablet or smart phone to participate. Probolsky Research is a Latina and woman owned market and opinion research firm with corporate, election, government, non-profit, and special interest clients. 2 *Due to rounding, totals shown on charts may not add up to 100% 3 36% say COVID-19 is the most important issue facing their community today Question 1: What is the most important issue facing your community today? 35.5% 16.8% 16.3% 8.5% 8.3% 2.8% 2.5% 1.8% 1.3% 1.0% 1.0% 2.5% 0.3% 1.8% COVID-19 Housing affordability Overpopulation/Controlling growth/Development Jobs/Economy Environmental issues Healthcare Government Education/Schools/Higher education Transportation/Traffic/Roads Taxes Homelessness Other Nothing/No issues Unsure 4 72% support an increase in forest management and 67% support providing high-speed internet Question 2: Here is a list of projects that Truckee Donner Public Utility District may choose to pursue in the future. Please indicate which projects you support. Select all that apply. 71.5% 66.8% 57.8% 49.8% 49.5% 43.3% 33.3% 4.5% 1.8% Increase forest management activities to protect and enhance water supply and quality, and reduce the risk of catastrophic wildfires Providing high-speed broadband internet throughout the community Undergrounding overhead electric powerlines Maintaining water infrastructure by replacing or rebuilding existing facilities and pipelines Building or supporting local clean power generation options such as solar, hydro, or biomass energy production Achieving 100% renewable energy by 2027 Establishing new rebates programs to encourage the transition to electrification, away from using gasoline and natural gas Other Unsure 5 54% get their news online, 31% on social media Question 3: Where do you generally get your news and information? 53.8% 34.0% 33.8% 30.8% 28.8% 11.5% 10.5% 12.8% 2.0% Online news outlet Local television Newspaper Social media platforms such as Facebook, Nextdoor, Twitter Local radio Magazines Blog, forum, or other website Other Unsure 6 The Sierra Sun is the leading newspaper for local news Question 3_Newspaper: Where do you generally get your news and information? 46.7% 15.6% 13.3% 5.2% 3.0% 3.0% 1.5% 1.5% 1.5% 8.1% 0.7% Sierra Sun Moonshine Ink New York Times San Francisco Chronicle Washington Post Wall Street Journal Sacramento Bee The Epoch Times Tahoe Sun Other Unsure [AMONG THOSE WHO ANSWERED NEWSPAPER] 7 KTKE 101.5 is the leading radio station for local news Question 3_Radio: Where do you generally get your news and information? 44.3% 15.7% 11.3% 3.5% 3.5% 2.6% 15.7% 3.5% KTKE 101.5 FM NPR Capital Public Radio (CPR) Truckee radio KUNR 88.7 KKOH 780 Reno Other Unsure [AMONG THOSE WHO ANSWERED LOCAL RADIO] 8 Sacramento KCRA is the leading television network for local news Question 3_Television: Where do you generally get your news and information? 50.7% 9.6% 3.7% 3.7% 2.9% 2.9% 2.9% 2.2% 2.2% 2.2% 2.2% 2.2% 12.5% Sacramento KCRA (Channel 3) Reno KOLO (Channel 8) CBS (Channel 13) MSNBC PBS Bay Area KTVU (Channel 2) Fox RSN CNN Truckee Media Local stations ABC Other [AMONG THOSE WHO ANSWERED LOCAL TELEVISION] 9 The Economist is the leading magazine for local news Question 3_Magazine: Where do you generally get your news and information? 21.7% 13.0% 8.7% 8.7% 8.7% 8.7% 6.5% 15.2% 8.7% The Economist New Yorker Newsweek US News Tahoe Variation (weekly/quarterly) Moonshine Ink Times Other Unsure [AMONG THOSE WHO ANSWERED MAGAZINES] 10 New York Times is the leading online news outlet for local news Question 3_OnlineNewsOutlet: Where do you generally get your news and information? 10.7% 8.8% 8.8% 5.6% 4.7% 4.7% 3.7% 3.3% 2.3% 2.3% 2.3% 2.3% 1.9% 1.9% 1.9% 1.9% 1.9% 1.9% 1.9% 1.9% 1.9% 1.9% 1.9% 1.9% 1.4% 13.5% 3.3% New York Times CNN Washington Post NPR Moonshine Ink Huffington Post Yahoo MSN The Atlantic Newsman Newsmax Nextdoor Drudge Report Unsure Other [AMONG THOSE WHO ANSWERED ONLINE NEWS OUTLET] 11 NPR is the leading podcast for local news Question 3_OtherWebsites: Where do you generally get your news and information? 9.5% 7.1% 7.1% 7.1% 7.1% 4.8% 40.5% 16.7% NPR Apple News Nextdoor New York Times Fox News YouTube Other Unsure [AMONG THOSE WHO ANSWERED BLOG, FORUM, OR OTHER WEBSITES] 12 Facebook is the leading social media platform for local news Question 3_SocialMedia: Where do you generally get your news and information? 48.8% 13.0% 12.2% 9.8% 2.4% 8.1% 5.7% Facebook Twitter Nextdoor Instagram Reddit Other Unsure [AMONG THOSE WHO ANSWERED SOCIAL MEDIA] 13 Other sources of local news Question 3_Other: Where do you generally get your news and information? 21.6% 15.7% 11.8% 9.8% 3.9% 2.0% 25.5% 9.8% National news/radio Others/Word of mouth Other online websites/forums Other reading sources OAN/OANN Own research Other Unsure [AMONG THOSE WHO ANSWERED OTHER] 14 64% name TDPUD as their electricity and water provider Question 4: Can you name the organization that provides water and electricity to your home? 63.8% 6.5% 6.5% 5.8% 3.0% 1.0% 0.8% 0.8% 5.8% 3.8% 2.5% TDPUD (Truckee Donner Public Utility District) TPUD PUD TCPUD (Tahoe City Public Utility District) Liberty Utilities PGE NV Energy TTSD Other None Unsure 15 72% approve of the job that TDPUD is doing Question 5: Truckee Donner Public Utility District provides the greater Truckee area with water and electric services. Truckee Donner Public Utility District is a local government agency with a five-member elected board of directors. In general, do you approve or disapprove of the job that the Truckee Donner Public Utility District is doing? 71.8% 8.5% 19.8% Approve Disapprove Unsure 16 Among those who disapprove, 47% say they disapprove because rates are too high Question 6: Please explain why you disapprove of the job that Truckee Donner Public Utility District is doing. [AMONG THE 8.5% WHO ANSWERED “DISAPPROVE” TO Q5] 47.1% 11.8% 8.8% 5.9% 5.9% 5.9% 8.8% 5.9% High rates/Mismanagement of funds General manager fired/Payout Customer service/Lack of response/Not transparent Power lines need to go underground Power outages/Maintaining lines No fiber internet for residents Other Unsure 71.8% 8.5% 19.8% Total 17 81% approve of TDPUD’s job in providing water Question 7: Truckee Donner Public Utility District serves approximately 13,300 customers with water. In general, do you approve or disapprove of the job that Truckee Donner Public Utility District is doing in providing water to your home? 80.8% 4.8%3.5% 11.0% Approve Disapprove I don’t know, they only provide me with electricity Unsure 18 Among those who disapprove, 37% say it’s because rates are too high Question 8: Please explain why you disapprove of the job that Truckee Donner Public Utility District is doing in providing water to your home. [AMONG THE 5.3% WHO ANSWERED “DISAPPROVE” TO Q7] 36.8% 21.1% 15.8% 10.5% 10.5% 5.3% Cost/Rate is too high Water quality/Water pressure Cost is increasing/Proposed plan Issues with installation and parts Other Unsure 90.7% 5.3% 3.9% Total 19 77% approve of TDPUD’s job in providing electricity Question 9: Truckee Donner PUD serves approximately 14,200 with electricity. In general, do you approve or disapprove of the job that the Truckee Donner Public Utility District is doing in providing electricity to your home? 76.8% 4.5% 9.5%9.30% Approve Disapprove I don’t know, they only provide me with water Unsure 20 Among those who disapprove, 33% say it’s because of frequent power outages Question 10: Please explain why you disapprove of the job that Truckee Donner Public Utility District is doing in providing electricity to your home. [AMONG THE 54.5% WHO ANSWERED “DISAPPROVE” TO Q9] 33.3% 33.3% 11.1% 11.1% 5.6% 5.6% Frequent power outages Rates are too high Poles need to go underground Other Nothing Unsure 76.8% 4.5%9.5% 9.3% Total 21 79% believe that their general quality of life is positively impacted by water and electric infrastructure Question 11: Do you believe water and electric infrastructure are critical to any of the following? Select all that apply. 79.0% 77.3% 69.5% 65.3% 61.8% 54.0% 52.3% 1.3% 0.3% 0.8% General quality of life Public health Fire protection The economy and jobs To you personally Watershed and environmental protection Climate change and sustainability Something else Nothing Unsure 22 53% say they pay just about the right amount for their TDPUD water bill Question 12: Thinking about the amount that you pay on your Truckee Donner Public Utility District bill for water at your home, would you say that you pay too much, too little, or just about the right amount? 31.8% 1.8% 52.8% 3.8% 10.0% Too much Too little Just about the right amount I don’t know, they only provide me with electricity Unsure 23 59% say they pay just about the right amount for their TDPUD electricity bill Question 13: Thinking about the amount that you pay on your Truckee Donner Public Utility District bill for electricity at your home, would you say that you pay too much, too little, or just about the right amount? 22.3% 1.3% 58.8% 8.8%9.0% Too much Too little Just about the right amount I don’t know, they only provide me with water Unsure 24 67% support the transition to renewable and/or carbon-free energy Question 14: Do you support or oppose the idea of Truckee Donner Public Utility District achieving 100% renewable and/or carbon-free energy by 2027? 66.8% 18.8% 14.5% Support Oppose Unsure 25 64% support the local production of biomass fuel Question 15: Biomass is an organic and renewable source of energy that is harvested from plant and animal waste. Typically, biomass is converted into heat or electricity, but it may also be converted into solid, gaseous, and liquid fuels. Locally sourced and controlled biomass fuel can help mitigate the risk of wildfires to our community and increase reliability because the power is generated locally. A biomass fuel facility can help reduce pollution by limiting our community's carbon dioxide emissions. Do you support or oppose the idea of Truckee Donner Public Utility District's pursuing the production of biomass fuel as an alternative source of energy even if it would require the District to raise rates? 64.3% 15.8% 20.0% Support Oppose Unsure 26 74% support undergrounding powerlines even if this means higher rates Question 16: Undergrounding overhead electric powerlines can be expensive but is also very helpful in preventing wildfires. Do you support or oppose Truckee Donner Public Utility District undergrounding overhead electric powerlines even it would require the District to raise rates? 74.0% 13.5%12.5% Support Oppose Unsure 27 66% would support investing in water infrastructure Question 17: Do you support or oppose Truckee Donner Public Utility District investing in maintaining water infrastructure by replacing or rebuilding older existing facilities and pipelines even it would require the District to raise rates? 66.3% 12.8% 21.0% Support Oppose Unsure 28 78% support providing high-speed internet Question 18: Do you support or oppose Truckee Donner Public Utility District providing the option of locally controlled high-speed broadband internet throughout the community for an additional fee? 78.0% 10.8%11.3% Support Oppose Unsure 29 55% would support the establishment of new rebate programs Question 19: Do you support or oppose Truckee Donner Public Utility District establishing new rebates programs to encourage the transition to electrification to replace natural gas-powered appliances? 54.8% 27.3% 18.0% Support Oppose Unsure 30 61% say they support achieving 100% renewable energy even if it would require raising rates Question 20: California mandates that the state use 100% renewable and or carbon free energy by 2045. Do you support or oppose Truckee Donner Public Utility District achieving 100% much sooner than the mandate even it would require the District to raise rates? 61.0% 25.3% 13.8% Support Oppose Unsure 31 61% say they agree TDPUD cares about the health and well-being of me and my family Question 21: Truckee Donner Public Utility District cares about the health and well-being of me and my family. 60.8% 7.0% 32.3% Agree Disagree Unsure 32 84% say they agree TDPUD provides reliable services Question 22: The services Truckee Donner Public Utility District provides are reliable. 84.3% 6.8%9.0% Agree Disagree Unsure 33 92% say they agree, TDPUD provides valuable services Question 23: The services Truckee Donner Public Utility District provides are valuable. 92.0% 2.8%5.3% Agree Disagree Unsure 34 50% say they agree, TDPUD communicates well during electricity interruptions Question 24: Truckee Donner Public Utility District communicates information well during electricity interruptions. 50.3% 23.8%26.0% Agree Disagree Unsure 35 48% agree that TDPUD resolves issues or problems quickly by phone, online chat or e-mail Question 25: Truckee Donner Public Utility District resolves my issues or problems quickly by phone, online chat, or e-mail. 48.3% 9.3% 31.8% 10.8% Agree Disagree I have never had an issue that needed to be resolved Unsure 36 56% say they have more confidence in TDPUD knowing they are a community-owned, not-for-profit public agency owned and managed by ratepayers Question 26: Truckee Donner Public Utility District is a community-owned, not-for-profit public agency owned and managed by ratepayers. Does this give you more or less confidence in how the District operates? 56.3% 2.0% 35.5% 6.3% More confidence Less confidence Makes no difference Unsure 37 56% say it gives them more confidence knowing TDPUD provides water and energy saving programs Question 27: Truckee Donner Public Utility District has energy and water saving programs designed help customers save energy and water, reduce carbon footprint, and ultimately help customers reduce their bills. Does this give you more or less confidence in how the District operates? 56.0% 2.5% 37.5% 4.0% More confidence Less confidence Makes no difference Unsure 38 60% say they have more confidence in TDPUD knowing they will exceed the state mandate for renewable energy by 30% Question 28: Currently, 66% of Truckee Donner Public Utility District's total energy usage comes from renewable sources of energy –this is double the state mandated 33% for 2020. The District is projected to achieve 75% renewable energy by 2022 which will exceed the state mandate by 30%. This is all being done while investing in reliability and keeping rates competitive. Does this give you more or less confidence in how the District operates? 59.5% 2.3% 34.8% 3.5% More confidence Less confidence Makes no difference Unsure 39 68% say they have more confidence in TDPUD knowing they have increased funding for wildfire safety by 400% in recent years Question 29: Truckee Donner Public Utility District's emergency preparedness efforts include a Wildfire Mitigation Plan which includes actions to aggressively trim or removes trees that are at risk of coming into contact with electrical systems. In recent years, the District has increased funding for wildfire safety by 400%. Does this give you more or less confidence in how the District operates? 67.8% 2.0% 26.0% 4.3% More confidence Less confidence Makes no difference Unsure 40 67% say they have more confidence in TDPUD knowing they meet or exceed all state and federal water quality standards Question 30: Truckee Donner Public Utility District meets or exceeds all state and federal water quality standards and has water system engineers that continuously monitor the water supply, conducting hundreds of laboratory tests on water samples collected from over 50 different locations throughout the District. And the District has met all water conservation goals. Does this give you more or less confidence in how the District operates? 66.8% 1.0% 28.0% 4.3% More confidence Less confidence Makes no difference Unsure 41 57% would like to manage their electric and water accounts by using a website or mobile app Question 31: Which of the following statements best describes how you would like to manage your electric and water accounts? 57.0% 9.0% 14.8% 19.3% Use a website or mobile app to manage my electric or water account myself Talk with a customer service representative to manage my electric or water account Mail my payments and other correspondence to manage my electric or water account Unsure 42 83% say they support the Payment Assistance program Question 32: Truckee Donner PUD offers a Payment Assistance Program that offers income qualified customers an annual credit equal to their largest bill in the past 12 months (up to $200). And since the outbreak of COVID-19, the program has doubled this credit to two months or up to $400. Do you support or oppose the Payment Assistance program? 83.3% 5.5% 11.3% Support Oppose Unsure 43 70% have not contacted TDPUD in the past 12 months Question 33: In the past 12 months, have you gone to the Truckee Donner Public Utility District office, called, or emailed staff at Truckee Donner Public Utility District? 26.0% 69.8% 4.3% Yes No Unsure 44 87% rate their customer experience positively Question 34: How would you rate the customer service experience you received when interacting with Truckee Donner Public Utility District staff? 49.0% 37.5% 6.7%4.8% 1.9% Excellent Good Poor Very poor Unsure 86.5% 45 Among those who said poor/very poor, 33% said their experience was poor due to planned outages with no warning Question 35: Why was your customer service experience with Truckee Donner Public Utility District [poor/very poor]? [AMONG THE 12.0% WHO ANSWERED “poor/very poor” TO Q34] 33.3% 25.0% 16.7% 16.7% 8.3% Planned outage with no warning Hard to get ahold of someone to speak to/Slow service Poor customer service/Rude No call back or follow up phone call Other 86.2% 12.0% 1.9% Total 46 44% say no, it is not important that the District’s front desk to reopen to the public once the pandemic has passed Question 36: Truckee Donner Public Utility District's front desk was closed to the public due to the outbreak of COVID-19 and has remained closed since. During this time all business has been conducted online and through mail, which has reduced some of the costs associated with operating a front desk. Is it important to you that the District's front desk is reopened to the public once the pandemic has passed? 41.3% 44.3% 14.5% Yes No Unsure 47 49% would like to receive information through email from TDPUD Question 37: How would you like to receive information about Truckee Donner Public Utility District? Select all that apply. 48.5% 36.3% 26.0% 25.8% 22.5% 20.0% 18.0% 17.3% 8.5% 8.0% 7.3% 5.8% 1.0% 1.5% Email messages Information included in utility bill Text messages Postings on the District’s website, TDPUD.Org A message from the District’s online bill pay system TV ads Social media posts, such as on Facebook, Nextdoor and Twitter Newsletter Ads printed in newspapers Radio ads By phone Internet ads Other Unsure Opinion Research on Elections and Public Policy Probolsky Research 23 Corporate Plaza Drive Suite 150 Newport Beach CA 92660 Newport Beach (949) 855-6400 San Francisco (415) 870-8150 Washington DC (202) 559-0270 Questions? Alfonso Ordaz, Research Analyst O: 949-855-6400 E: alfonso@probolskyresearch.com Adam Probolsky, President O: 949-855-6400 | M: 949-697-6726 E: adamp@probolskyresearch.com