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TRUCKEE DONNER PUBLIC UTILITY DISTRICT
Customer Opinion Survey
Conducted July 23-27, 1985 /
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conducted by
N. ROBERT HEYER CONSULTING
15 PRINCESS STREET• SAUSALITO •CALIFORNIA 94965
INTRODUCTION
This is a report of the findings of a survey of customer opinion conducted
for the Truckee Donner Public Utility District during the period July 23
through 27, 1985.
The survey was designed and carried out by N. Robert Heyer Consulting, an
independent marketing and opinion research firm with extensive experience
in surveys of customers of public utilities.
The survey was conducted by means of telephone interviews conducted with a
cross-section sampling of residential customers drawn from the District's
customer list. In all, 300 customers were interviewed. The sample was
.. distributed throughout the District in proportion to the density of resi-
dential customers.
The objective of the survey was to determine the climate of customer
opinion regarding the District and its services, and to obtain information
about customer awareness, attitudes, and behavior toward selected issues as
a guide for District planning and policy making. The survey questionnaire
was prepared by the Consultant and approved by the District prior to being
administered.
Survey interviews were conducted by experienced professional interviewers
working in a fully equipped central location_ interviewing facility operated
by ADF Research, Inc., San Rafael, California. Each interviewer was
thoroughly briefed prior to beginning work, and was closely supervised at
all times during the course of interviewing. Questionnaire editing and
coding, and computer data processing were done by ADFR under the super-
vision of the Consultant.
Respondents to the survey interview were adults who acknowledged that they
were "the person in this household who usually pays the monthly utility
bills for electricity and water." Respondents were assured that their
residence had been selected at random and that their identity would remain
confidential. Interviewers identified themselves as employees of ADF
Research; when respondents had questions about utility services or matters
.• outside the scope of the survey questionnaire, they were referred to the
District's General Manager.
Results of Interview Calls. The table on the next page shows the results of
all interview attempts that were made. The District provided an initial
sample of approximately 700 customer names and addresses, drawn by a syste-
matic random process from their customer records. Telephone numbers were
provided where available; for others, directories and information services
were used. Property owners with permanent residences in places outside the
Truckee-Donner area and not currently in residence in the District were
called at their home addresses. In all, 557 telephone number listings were
processed during the survey. Of these, 529 were found to be working resi-
AM dential numbers. Of these, interviews were obtained with 300, or 57%,
while 53, or approximately 10% were contacted but refused to grant an
interview.
2
Sampling Reliability. Whenever a survey consists of a sampling of members
of a given population, there is a chance that the results of the sample
will differ from the results that would be obtained if a survey could be
made of the whole population. This is known as "sampling error", and is
evaluated through the use of standard statistical formulas. A survey such
as this one, based on a sampling of 300 respondents, is subject to a
sampling tolerance range of plus/minus five to eight percentage points. It
should be noted that this is random error tolerance only, and does not deal
^ with systematic biases due to non-response, question wording, or other non-
random effects. Every effort has been made in the design and execution of
survey procedures to minimize the effects of non-random errors on the
findings reported here.
^
TRUCKEE DONNER PUBLIC UTILITIES DISTRICT SURVEY
RESULTS OF INTERVIEW ATTEMPTS
Number Percent Percent
Total listings 557 100%
Non-usable Listings 28 5
Disconnected, non-working number 19 3
low Business number 9 2
Usable Listings 529 95 100%
No Interview Completed 229 41 43
No answer 112 20 22
Refused to cooperate 53 10 10
Qualified respondent not available 37 7 7
Answering service/device 10 2 2
Household doesn't pay utility bills 5 1 1
Moved out of area 5 1 1
Pay utility bills to different
company 2
Residence under construction,
hasn't lived there yet 2
Employee of Truckee Donner PUD 1
Never had home in area 1
Communications barrier 1
Interview Completed 300 54 57
* Less than 1%
3
USER'S GUIDE TO THE REPORT
The following guidelines will be of assistance to users of this report:
1. The data from the survey are presented in narrative form consisting of
a descriptive analysis of the most salient findings. At the con-
clusion of each Section of the report, a set of statistical tables
dft is presented pertaining to the subjects discussed in the Section.
2. The statistical tables appearing in this report have the following
characteristics:
a. Most of the tables are designed to be read vertically; i.e.,
the percentages distributions are additive in a vertical direc-
tion; however, a few tables are arranged to be read horizontally.
These tables are designated with a special note.
b. The base for each column or row of percentages is shown in
parentheses.
C. Percentages have been rounded to whole numbers. As a
consequence, some percentage distributions may add to
slightly more, or less, than 100% because of rounding. Certain
percentage distributions add to more than 100% because multiple
answers were given by some respondents. Notes to this effect are
shown.
d. The "source" designation that appears on each table ir_ this
report refers to table numbers in the computer-generated tables
where the detailed tabulations can be found.
3. The area designations shown in this report refer to sectors of the
Truckee Donner District as follows:
Northwest (NW) - Tahoe Donner, Donner Lake, Armstrong.
Central (CEN) - Truckee, West Truckee, Gateway, Book 160 area.
Southeast (SE) - Sierra Meadows, Olympic Heights, Ponderosa,
Martis Valley.
Northeast (NE) - Prosser Lakeview Estates, Prosser Heights.
4. A copy of the survey questionnaire is provided in the Appendix to this
report.
5. A set of detailed computer tabulations has been provided under
separate cover.
�' 4
MANAGEMENT DIGEST
SUMMARY OF FINDINGS
Customer Characteristics
- Three out of five District residential customers (59%) are year-around
.. residents; 38% are part-year residents; 3% are non-resident owners.
(Sec. 1)
- Nearly nine out of ten part-year residents (88%) are in residence in
the District during winter months; about two-thirds (67%) are in
residence at some time during the summer. (Sec. 1)
Awareness of the District
- While most year-around residents (92%) are aware that the Truckee
Donner District supplies their electricity, just 78% of the part-year
residents are aware of the District's identity as their electricity
supplier. Half of the District's electric customers have no knowledge
of the source of the District's electric power. (Sec. 2)
- Awareness of the District as water supplier was 82% among year-around
residents, but only 59% of the part-year residents were aware of the
District's identity as water supplier. (Sec. 2)
Attitude Toward the District
- While a majority of residential customers of the district express
general favorability toward the District (54%), a significant number
say they are "neutral" (34%) and 11% express unfavorable attitudes.
This favorability ratio is somewhat below average for a utility.
(Sec. 2)
- The factors which customers name as the reasons why they express
neutral or unfavorable attitudes include: a perception that rates are
high, problems with billing, service problems, and displeasure with
actions of the District Board. (Sec. 2)
- Customers who have been in contact with employees most often rate
their conduct as "courteous" (67%) , but less often as "prompt" (55%).
(Sec. 2)
Electric Service
- Electric service was rated "excellent" by 29%, "good" by 51%, and
"just fair or poor" by 16%. (Sec. 3)
- While the major power outage of two years ago was mentioned specifi-
cally by only 1% or 2% of all electric customers as a reason for
having a less than favorable attitude toward the District, it is clear
that prolonged power outages do have a negative effect on customer
attitudes. A majority of electric customers recall experiencing at
least one power outage in the past two years, and many of them
5
reported several instances. Although an outage of short duration
sometimes increases customers' favorability slightly (because it draws
attention to the District's service efforts) , a long outage causes
unfavorable feelings to rise sharply. (Sec. 3)
Water Service
- About half of the District's residential water customers use water for
.. non-household purposes, chiefly for lawns and gardens. Not many
customers (29%) believe water conservation should have a "very high
priority". (Sec. 4)
- Nearly half of the District's water customers (49%) said they thought
water meters were a poor idea. Resistance was highest among year-
around residents (66%) . (Sec. 4)
- Water quality was rated "excellent" by 58%, "good" by 37%, and "just
fair or poor" by 5%. (Sec. 4)
Energy Conservation
- Most residential customers reported having installed at least one
major energy conservation measure, and 56% said they had taken five or
more measures. (Sec. 5)
- About one in four customers (23%) said they would be "very interested"
.. in having a home energy audit, while 44% said they had a strong
interest in receiving conservation literature. (Sec. 5)
Billing and Payment
- Customers were evenly divided between those who would prefer postcard
billing (41%) and those would like envelope billing (40%). (Sec. 6)
- While many customers said they felt the District's deposit policy was
"too strict" (47%) , many others felt it is "about right" (44%). A
large majority (67%) feels the District's policy of turning off ser-
vice if payment is not made within 48 days is "about right". (Sec. 6)
Sources of Information
- Customers said they now get their information about the District from
newspapers (51%) , from District materials (33%) , from District em-
ployees (15%) , or from other people (24%). (Sec. 7)
- The Sierra Sun Weekly is regularly read by 84% of year-around
residents, and by 30% of part-year residents. (Sec. 7)
CONCLUSIONS AND RECOMMENDATIONS
om
o The Truckee Donner District's favorability ratio is somewhat below
average. There is less strong favorability, more neutrality, and a
somewhat greater level of negative feeling among customers than is
Aft
typical for many utilities. Such a situation impedes the District's
ability to gain public support for its actions and makes it more
vulnerable to adverse public reaction when problems arise.
o In considering actions to improve the favorability level, two factors
specific to the District are important: (1) the difficult climatic
environment, and (2) the fact that many customers are part-year
residents. These factors increase the importance of establishing
effective communications channels through which the District can reach
its customers and through which it can receive feedback from them.
o To do this, it is recommended that the District augment its existing
customer service program with the following communications activities:
- Set up a customer information outreach program through District
media and employee contacts. This might include a newsletter,
calls on new customers, and follow-up calls on service matters.
- Actively use public media. Feature articles and news releases
would increase public awareness and understanding. For example,
interviews with District personnel during and after severe
weather problems could illustrate District responsiveness; infor-
mation about energy sources and conservation could build public
understanding for future District policy actions.
- Provide special training for employees with customer contact
... duties to insure that customer problems and complaints are
sympathetically heard and promptly acted on.
- Set up a crisis information center to be activated whenever power
interruptions occur. This might include setting up telephone and
word-of-mouth networks to reach affected customers; providing
,. information to media; supporting volunteer efforts to assist
customers affected by an outage.
o An enhanced communications program would call for establishment of a
staff position reporting to the General Manager with primary respon-
sibility to prepare and disseminate information about the District to
customers and to the media, and to design and conduct a program of
training and support for District employees with public contact
duties.
o Printed energy conservation materials would be welcomed by many
customers. Home energy audits, on the other hand, have a more limited
appeal and should be studied further to see if they would be cost
effective.
o The District may want to consider adopting envelope billing since it
is favored by a significant number of customers, and since it would
provide a means to transmit information about the District and about
Ak energy conservation.
7
Section 1
AW PROFILE OF DISTRICT CUSTOMER CHARACTERISTICS
1.1 Social and Demographic Characteristics
The typical customer of the Truckee Donner PUD interviewed for this survey
was between 35 and 54 years of age, with the median age being about 43
years. Somewhat over half of them (56%) were women (interviewers asked to
interview the household utility bill payer).
About half of the respondents reported having family incomes (before taxes)
of $35,000 or more.
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Forty-two percent said that they were college graduates, and only 5%
reported not having completed high school.
Twelve percent said they were retired, and just 3% said they were students
or were unemployed. Sixteen percent claimed to be self-employed.
(See Table 1.1 at the end of this Section for detailed data.)
1.2 Residency Characteristics
,.� The survey interviews were distributed throughout the District's service
area in proportion to customer density. Fifty percent of the interviews
were drawn from the Northwest area, 17% were drawn from the Central Area,
21% from the Southeast area, and 12% from the Northwest area. (See p. 4
for a description of the sample distribution by area.)
Nearly three out of five customer households surveyed (59%) said they were
year-around residents; 38% said they occupied their residence only part of
the year, and 3% were non-resident owners. A majority of the customers
residing in the Northwest area said they were part-year residents (63%) ,
and all of the non-resident owners were found in the Northwest area. In
other areas of the District 81% to 90% of the respondents claimed to be
year-around residents.
The large majority of survey respondents (85%) were owners. The greatest
incidence of renters (24%) was found among residents of the Central and
Southeast areas of the District. More than nine out of ten renters (91%)
said they were year-around residents.
Part-year residents divided about equally between those who said they
occupied their residences at some time during fewer than six months of the
year and those who claimed to spend time in their residences during six or
more months of the year.
About two out of three part-year residents said they spend time in their
dwellings during summer months, and 88% said they spend time there during
winter months. More than half of them (56%) said they use their residence
8
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during both summer and winter months; only 11% use it during the summer
only, while 32% use it in winter months only. ("Summer" is defined as
A^ April through September; "winter" includes October through March.)
(See Tables 1.2A and 1.2B at the end of this Section for detailed data.)
lak 1.3 Type of Service and Main Heating Method
The sample of customers who were interviewed included 14% who were "elec-
tric only", 1% who were "water only", and 84% who received both types of
service -from the District. Most of the electric-only customers were
concentrated in the Northwest and Central areas of the district.
Well over half (59%) of the District customers said they used wood as their
main heating source, and 47% claimed to use only wood. One in five (21%)
said they used electricity, and 14% said their sole source was built-in
electric heat. Propane or bottled gas was used for heat by 27%, with 19%
claiming it as their sole source.
(See Table 1.3 at the end of this Section for detailed data.)
1.4 Family Members At Home Before and After 5 PM
..
Year-around residents were asked to describe their household size and
makeup. Over half of the households (57%) consist of adults only, while
42% have one or more children at home. (Children are 17 years of age or
under.)
Half of the households (50%) contain one or two persons, 16% contain three
w persons, 24% contain four persons, and 8% contain five or more persons.
On a typical weekday before 5 pm, 30% of the households are empty and 26%
have only one person at home.
After 5 pm on a typical weekday evening, there is at least one person at
home in 95% of the households, and in 82% of the cases it is two or more
persons.
(See Table 1.4 at the end of this Section for detailed data.)
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IN-
Table 1.1
DEMOGRAPHIC AND SOCIAL CHARACTERISTICS OF TRUCKEE DONNER PUD CUSTOMERS
Total
Customers
Age of respondent:
18-34 21%
35-44 31
45-54 25
55-64 14
65 or older 8
Gender of respondent:
Male 44%
Female 56
Aft Family income before taxes:
Under $15,000 7%
$15,000-$19,999 8
$20,000-$24,999 12
$25,000-$34,999 18
$35,000-$49,999 17
$50,000 and over 27
Not reported 11
Education of respondent:
Less than high school 5%
High school completed 22
1-2 years college/business/technical school 30
College completed 23
Graduate study 19
Not reported 1
Occupational status of respondent:
Employed full-time 49%
'' Self-employed 16
Retired 12
Household manager 11
Employed part-time 8
Unemployed 1
Student/other 2
Not reported 1
(Base: All customers) (300)
Source: Tables 147, 148, 149, 150, 151
.� 10
Table 1.2A
RESIDENCY, TENURE, AND AREA OF RESIDENCE
District- Area
wide NW CEN SE NE
Residency:
,. Year-around 59% 31% 90% 86% 81%
Part-year 38 63 10 14 19
Non-resident owner 3 5 - - -
Tenure:
Own 85% 90% 76% 76% 95%
r Rent 15 10 24 24 5
Area of residence:
Northwest 50% 100% - - -
Central 17 - 100% - -
Southeast 21 - - 100% -
Northeast 12 - - - 100%
(Base: All customers) (300) (149) (51) (63) (37)
Source: Tables 101, 107, 153, 201, 207, 253
Table 1.2B
OCCUPANCY CHARACTERISTICS OF PART-YEAR RESIDENTS
Part-year
residents
Amount of time spent in
residence per year:
Under 6 months 43%
6 to 12 months 46
Not reported 11
Time of year in residence:
Any summer months (April-September) 67%
"' Any winter months (October-March) 89%
Summer months only 11%
Winter months only 32
Both summer and winter months 56
(Base: Part-year residents) (115)
Source: Tables 104, 105
.. I 1
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Table 1.3
TYPE OF TRUCKEE DONNER PUD SERVICE USED
AND MAIN METHOD OF HEATING, BY AREA
District- Area
wide NW CEN SE NE
TD PUD services used:
Water only 1% -$ -$ 6% -�
.. Electric only 14 21 20 2 3
Both 84 79 80 92 97
Main method used for heating:
Wood stove/fireplace 47% 34% 49% 51% 89%
Propane/bottled gas 19 24 26 14 3
Built-in electric heater 14 21 8 11 -
.. Propane and wood equally 7 8 2 11 3
Wood and built-in electric
heater equally 5 8 2 3 3
Propane and built-in electric
heater equally 1 1 - 3 -
Portable electric heater * - 2 - -
Other 6 5 10 6 3
Use wood - total 59% 50% 53% 65% 95%
Use propane - total 27% 32% 28% 29% 5%
Use electric - total 21% 30% 12% 18% 3%
(Base: All customers) (300) (149) (51) (63) (37)
Source: Tables 108, 109, 152, 208, 209, 252
* Less than 1%.
.. 12
a
A
Table 1.4
FAMILY COMPOSITION AND PERSONS AT HOME BEFORE AND AFTER 5 P.M.
Year-around
residents
A
Family composition:
One person 12%
Two persons 38
Three persons 16
Four persons 24
Five persons 2
Six or more persons 6
Not reported 1
Adults only 57%
Adults and children 42
A Not reported 1
Number of persons at home on a
typical weekday up to 5 pm:
None 30%
One 26
Two 24
... Three 12
Four 4
Five or more 2
Not reported 3
Number of persons at home on a
typical weekday evening after 5 pm:
None 2%
One 14
Two 40
Three 17
Four 20
Five or more 5
Not reported 3
(Base: All year-around residents) (176)
Source: Tables 144, 145, 146
+. 13
Section 2
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AWARENESS OF TRUCKEE DONNER PUD
AND OVERALL ATTITUDE TOWARD THE DISTRICT
2.1 Customer Awareness of the District
Electric Customers. Among electric customers, 86% correctly named the
District when asked to say who supplies their electricity. Only 9% could
not name anyone, and 5% named another agency (principally Sierra Pacific).
Awareness of Truckee Donner as their electric supplier was uniformly high
across all areas, but among part-year residents it was lower (78%) than it
was among year-around residents (92%).
Later in the interview, electric customers were asked what they understood
to be the sources of the Truckee Donner District's electric power. Almost
two in five persons (39%) named "Sierra Pacific", 6% named "PGandE", and 8%
named other sources. Half (50%) said they did not know the source of the
District's power.
Water Customers. Among water customers of the district, 73% correctly
named the District as their water supplier when asked at the start of the
interview before the District had been identified. One in four customers
(25%) could not name anyone, and 2% named another agency.
Awareness of the District as water supplier was higher in the Southeast and
Northeast areas (83%-84%) than it was in the Northwest area (64%) or the
Central area (71%). It was also much higher among year-around residents
(82%) than it was among part-year residents (59%). (See Tables 2.1A and
2.1B at the end of this Section.)
(See Tables 2.1A, 2.1B, and 2.1C at the end of this Section for detailed
data.)
` 2.2 Overall Attitude Toward the District
When asked to express their overall attitude toward the Truckee Donner
District, 15% of all residential customers said they were "extremely
favorable" toward the district, and another 39% said they were "somewhat
favorable". Eleven percent said they had an "unfavorable" attitude, and
34% said they were "neutral". (See Table 2.2A at the end of this Section.)
w 14
There was not much variation in favorability from one area to another
within the District, although it appears that residents of the Central area
(Truckee, West Truckee, Gateway) may be slightly less favorable toward the
District than others were, and residents of the Northeast area (Prosser
Lakeview, Prosser Heights) were somewhat more polarized in their views --
the percentage neutral was lower, and the percentage unfavorable was some-
what larger. A summary of the favorability ratings by area is shown below:
North- South- North-
west Central east east
Favorable 55% 49% 56% 54%
Neutral 38 33 34 27
Unfavorable 7 18 10 19
(Source: Table 2.2A)
Favorability toward the District is not significantly affected by age,
gender, or residency status (year-around or part-year). There may be a
slight tendency for upper income residents to be less strongly favorable,
but the difference is minor, and it appears that customers who have had one
or two contacts with District personnel tend to be slightly more favorable
than those who have had no contact, but this difference is also minor.
(See Table 2.2A and 2.2B at the end of this Section for detailed data.)
.. Reasons for Favorability. When asked for the reasons why they felt favor-
able toward the District, most customers (51%) answered that they "had no
complaints, been treated fairly". Another large group (37%) said "they
work hard and it shows/service is good". Eleven percent of the favorable
customers nevertheless offered the comment that "rates are high", but on
Aft the other hand, 4% said they were favorable because "rates are reasonable".
A good impression from contacts with employees was mentioned by 6% as a
factor contributing to their favorability, and the "accessibility of the
Board/District" is mentioned by 2%.
(See Table 2.2C at the end of this Section for detailed data.)
Reasons for Neutral Attitude. People who expressed a neutral attitude
toward the District most often said they simply had no basis for forming an
opinion, but some mentioned issues about which they apparently felt less
than favorable, such as: "rates are high" (21%) , "lots of politics/
personnel problems" (11%), and 'one power outage too long/going to penalize
everyone" (4%). (See Table 2.2D at the end of this Section.)
Reasons for Unfavorable Attitude. The principal motive for having nega-
tive attitudes appears to be "rates too high" (59%). Problems with
management/billing" were also fairly often mentioned (12%), while "sub-par
service" was mentioned by 6%, and "board problems/actions" by another 6%.
(See Table 2.2E at the end of this Section.)
15
2.3 Rating of District Employees
Number of Contacts. Approximately two out of five customers (42%) said they
have had no contact with Truckee Donner District employees within the past
two years of so. On the other hand, 27% said they had been in contact
three or more times. The average number of contacts was greatest in the
Central area (2.18 contacts) , and was lowest in the Northeast area (1.46
contacts) . (See Table 2.3B at the end of this Section.)
Among year-around residents, the average number of employee contacts in the
past two years was 2.45, while among part-year residents it was just 1.34.
Customers with electric-only service also report having slightly more
contact with employees (3.05 contacts) than do customers with both electric
and water service (2.84). (See Table 2.3B at the end of this Section.)
Ratings of Employee Conduct. Among customers who had had some contact with
District employees, 67% said they were "very courteous", but just 55% said
they were "very prompt". And while only 2% rated the employees as "not too
courteous" or "discourteous", 11% said they were "not too prompt" or "very
slow" in responding. These ratings did not vary significantly from area to
area. (See Table 2.3C at the end of this Section for detailed data.)
2.4 Awareness of ownership
Ak Only about half of the District's customers (55%) were aware that the
District is a public agency, while 9% said they believed it is privately
owned. More than one in three customers (35%) said they were not certain
who owns the District.
Among year-around residents, correct awareness was 61%, while among part-
year residents it was 44%; and where 31% of year-around residents professed
.. to lack any knowledge about the District's ownership, 42% of the part-year
residents said they had no information about that. (See Table 2.4)
..
s
16
^
Table 2.1A
CUSTOMERS' AWARENESS OF TRUCKEE DONNER PUD AS PROVIDER
.. OF WATER AND ELECTRIC SERVICE
Water Electric
customers customers
Aware TD PUD provides 73% 86%
,.. Other named 2 5
Not certain_ 25 9
(Base: All customers) (257) (296)
Ak Source: Tables 110, 117
^ Table 2.1B
AWARENESS OF TRUCKEE DONNER PUD AS PROVIDER OF SERVICE,
BY DEMOGRAPHICS, AREA, AND RESIDENCY
(Note: Read percentages horizontally)
Percent aware
^
TD PUD is provider
Electric Water (Base:)
customers customers (Electric) (Water)
Age:
18-34 88% 76% (60) (53)
35-54 88% 74% (168) (153)
55 and older 79% 68% (66) (50)
Gender:
Male 82% 77% (131) (111)
Female 88% 70% (165) (146)
Income:
Under $25,000 88% 74% (80) (65)
$25,000-$49,999 86% 85% (102) (91)
$50,000 and over 83% 61% (82) (72)
Area:
Northwest 82% 64% (149) (118)
Central 88% 71% (51) (41)
Southeast 86% 84% (59) (62)
Northeast 97% 83% (37) (36)
Residency:
^ Year-around 92% 82% (172) (154)
Part-year 78% 59% (115) (96)
Source: Tables 110, 210; 117, 217
^ 17
Table 2.1C
CUSTOMERS' AWARENESS OF TRUCKEE DONNER PUD SOURCES OF ELECTRIC POWER
Electric
customers
Sierra Pacific 39%
PG&E . 6
Hydropower 4
Other 4
Can't say 50
(Base: Electric customers) (296)
Source: Table 131
Note: Percentages add to more than 100% because of multiple ansers.
"' 18
Table 2.2A
�. OVERALL ATTITUDE TOWARD TRUCKEE DONNER PUD, BY AREA
District- Area
wide NW CEN SE NE
.. Extremely favorable 15% 12% 16% 18% 19%
Somewhat favorable 39 43 33 38 35
Neutral 34 38 33 30 27
Somewhat unfavorable 9 7 14 10 11
Extremely unfavorable 2 - 4 - 8
Can't say 1 1 - 5 -
(Base: All customers) (300) (149) (51) (63) (37)
Source: Tables 139, 239
Table 2.2B
FAVORABILITY TOWARD TRUCKEE DONNER PUD, BY
.. DEMOGRAPHICS, RESIDENCY, AND NUMBER OF EMPLOYEE CONTACTS
(Note: Read percentages horizontally)
Percent "favorable"*
toward TD PUD (Base:)
Age:
18-34 59% (63)
35-54 52% (169)
55 and older 58% (66)
Gender:
Male 57% (133)
Female 52% (167)
AW Income:
Under $25,000 59% I (81)
$25,000-$49,999 57% (105)
$50,000 and over 51% j (82)
Residency:
Year-around 52% (176)
Part-year 56% (115)
Number of contacts with
TD PUD employees past 2 years:
None 51% (127)
1-2 59% (93)
3 or more 53% (79)
Source: Tables 139, 239
* "Extremely" or "somewhat" favorable
.. 19
Table 2.2C
REASONS FOR FAVORABLE ATTITUDE, BY RESIDENCY
Residency
Total Year- Part-
Reasons "favorable" around year
No complaints/treated fairly 51% 47% 58%
They work hard and it shows/good service 37 45 28
Rates are high 11 15 6
Contacts with employees good 6 6 5
Rates are reasonable 4 5 2
New customer/just pay my bill 4 1 8
Board/District is accessible 2 2 3
Have flat rate for water 1 2 -
Other comments 7 5 9
Average number of comments 1.3 1.3 1.2
(Base: Customers with favorable attitude) (162) (92) (65)
Source: Table 140
Table 2.2D
REASONS FOR NEUTRAL ATTITUDE
Total
Reasons "Neutral"
Not here long enough to form an opinion 22%
No problems/complaints 22
Rates are high/could be lower 21
Just pay my bill/don't know anything about them 17
.. Lots of politics/personnel problems 11
One power outage too long/going to penalize everyone 4
Other comments 10
Average number of comments 1.1
(Base: Customers with neutral attitude) (102)
Source: Table 141
�` 20
,. Table 2.2E
REASONS FOR UNFAVORABLE ATTITUDE
Total
"unfavorable"
.� Rates too high 59%
Management/billing problems 12
Service sub-par for cost 6
Board problems/actions 6
Water problems 3
Crews don't work/misuse time 3
�. Other comments 25
Average number of comments 1.2
(Base: Customers with unfavorable attitude) (32)
t
Source: Table 142
21
Table 2.3A
A. NUMBER OF CONTACTS WITH TRUCKEE DONNER PUD EMPLOYEES
WITHIN PAST TWO YEARS, BY AREA
District- Area
wide NW CEN SE NE
.. No contacts 42% 39% 37% 49% 51%
One or two 31 32 39 24 30
Three or more 26 30 24 25 19
Average number of contacts 1.99 2.07 2.18 1.97 1.46
(Base: All customers) (300) (149) (51) (63) (37)
Source: Tables 135, 235
Table 2.3B
FREQUENCY OF CONTACT WITH TRUCKEE DONNER PUD EMPLOYEES,
BY RESIDENCY AND TYPE OF SERVICE
(Note: Read percentages horizontally)
Average number
of contacts (Base:)
Residency:
Year-around 2.45 (176)
Part-year 1.34 (115)
Electric and water service 2.84 (253)
Electric-only service 3.05 (43)
Source: Tables 135, 235
Ak 22
,. Table 2.3C
CUSTOMER RATINGS OF CONDUCT OF EMPLOYEES
WITH WHOM THEY HAVE BEEN IN CONTACT, BY AREA
District- Area
wide NW CEN SE NE
Rating on "courtesy":
Very courteous 67% 68% 62% 71% 67%
Fairly courteous 29 28 34 26 33
Not too courteous 1 1 3 -
Discourteous 1 1 - - -
,. Can't say 2 2 - 3
Rating on "promptness
of response":
Very prompt 55% 55% 59% 42% 67%
Fairly prompt 29 26 28 42 22
Not too prompt 6 6 6 6 6
Very slow 5 7 3 6 -
Can't say 5 7 3 3 6
(Base: Customers in contact with
one or more employees) (172) (91) (32) (31) (18)
Source: Tables 136, 137, 236, 237
Table 2.4
CUSTOMER AWARENESS OF PUBLIC OWNERSHIP OF TRUCKEE DONNER PUD
Residency
District- Year- Part-
wide around year
Understand that Truckee Donner
District is:
Public agency 55% 61% 44%
Private stockholder company 9 7 12
Other 1 - 2
Not certain 35 31 42
(Base: All customers) (300) (176) (115)
Source: Tables 134, 234
23
Section 3
ELECTRIC SERVICE
3.1 Reliability Rating
^
Electric customers rated the reliability of the District's electric service
as "excellent" (29%) , "good" (51%) , "just fair" (12%) , or "poor" (4%). The
highest excellence ratings were given by customers in the eastern areas of
the District:
^ Percent rating
electric service
"excellent"
Northwest area 25%
Central area 28%
Southeast area 36%
Northeast area 40%
(Source: Table 3.1A)
While there is no difference in ratings of the reliability of electricity
service between year-around and part-year residents, it appears that custo-
mers who have had no contact, or under three contacts, with District em-
ployees are more inclined to rate the service "excellent" (33%) than are
customers who have had three or more contacts with employees (20% rate
service "excellent"). Very probably, customers with more contacts have had
more service problems necessitating an employee contact, which accounts for
their somewhat lower reliability ratings. (See Table 3.1B at end of this
Section for detailed data.)
3.2 Power Interruptions
More than two out of three electric customers Districtwide (69%) said they
had experienced a power interruption of more than a few minutes within the
past two years. Reports of power outages were particularly prevalent in
the Northeast area (86%) and the Central area (78%). (See Table 3.2A at
the end of this Section.)
Year-around residents were more likely to report having experienced power
outages (84%) than were part-time residents who used their homes during the
winter season (66% reported experiencing outages), or summertime-only resi-
dents (23% reported outages). (See Table 3.2A at the end of this Section.)
Among customers who recalled experiencing power outages, 62% reported
^ having experienced three or more within the past two years, and 27% said
they had had seven or more outages. Close to half of those experiencing
power outages (46%) said the longest outage had lasted one day or more, and
32% said it was three or more days long. Many of the residents of the
*• 24
Northwest area who recalled a power interruption said the longest one was
six or more days (30%). (See Table 3.2B at the end of this Section.)
Truckee Donner PUDs Efforts to Restore Power. The extent to which people
who had experienced a power outage thought the District had done everything
it could to get power restored promptly was clearly influenced by how long
the outage lasted: Among those whose longest outage was under one day,
88% said they thought the District had done all it could; among those whose
power was out for one to five days, 76% thought the District had done all
it could; and among those whose power was out for six or more days, just
64% thought the District was doing all it could. (See Table 3.2C at the
end of this Section.)
Effect of Outages on Overall Attitude Toward the District. Power outages
have a net adverse effect on customers' feelings of favorability toward the
District which increases in negativity as the outage is prolonged. The
table below shows first that when any power outage occurs, the percentage
of customers who express an unfavorable opinion of the District approxi-
mately doubles (from 7% to 12%-14%).
Secondly, the table below shows that while there is actually a slight
increase in favorability when the outage lasts under 6 days (probably
because these customers see visible signs of the District at work) , this
favorability declines quite sharply when the outage lasts for six or more
days.
No Duration of outage
Overall attitude outage Under 1-5 6+
toward District: experienced 1 day days days
Favorable 52% 58% 60% 42%
Neutral 39 27 29 42
Unfavorable 7 13 12 14
(Source: Table 3.2D)
3.3 Electric Rates
^ Fifty percent of the District's electric customers feel that the price of
electricity is high by comparison with the cost of other utilities and
services needed for daily living. This belief is quite consistent across
income groups from low to high. Among year-around residents, 54% think
electricity costs are high, while 45% of the part-year residents say they
believe electric rates are high.
M
In Section 2.2 it was shown that more than half of the people who expressed
a negative attitude toward the District said it was because of "high
rates", and about one in five customers who counted themselves as neutral
25
toward the District also said they felt rates could be lower. Thus, it is
clear that customers' perceptions of electric rates is a significant factor
in shaping attitudes toward the District.
(See Tables 3.3A and 3.3B at the end of this Section, and Tables 2.2C and
2.2D for detailed data.)
.. 26
.• Table 3.1A
OVERALL RATING OF THE RELIABILITY OF TRUCKEE DONNER PUD
ELECTRIC SERVICE, BY AREA
District- Area
wide NW CEN SE NE
A.
Reliability of electric service is:
Excellent 29% 25% 28% 36% 40%
Good 51 53 53 48 43
Just fair 12 13 10 12 16
Poor 4 4 8 2 -
,. Can't say 4 5 2 3 -
(Base: Electric customers) (296) (149) (51) (59) (37)
Source: Tables 119, 219
Table 3.1B
RATING OF RELIABILITY OF ELECTRIC SERVICE,
BY RESIDENCY AND NUMBER OF EMPLOYEE CONTACTS
(Note: Read percentages horizontally)
Percent who rate
electric service "excellent" (Base:)
Residency:
.. Year-around 30% (172)
Part-year 30% (115)
Number of employee contacts
in past two years:
None 32% (126)
One or two 34% (92)
Three or more 20% (77)
Source: Table 119
..
A
27
Table 3.2A
ELECTRIC CUSTOMERS' AWARENESS OF POWER INTERRUPTIONS,
Aft BY AREA AND RESIDENCY
(Note: Read percentages horizontally)
Percent who recall
power interruptions
of more than a few
minutes in past two
�. years ` (Base:)
I
District-wide 69% (296)
Area:
Northwest 60% ' (149)
Central 78% (51)
Southeast 70% (59)
Northeast 86% (37)
Residency:
Year-around 84% (172)
Part-time - winter season 66% (115)
Am
Part-time - summer only 23% (13)
Source: Tables 120, 220
.. Table 3.2B
ELECTRIC CUSTOMERS' EXPERIENCE WITH POWER INTERRUPTIONS, BY AREA
District- Area
wide NW CEN SE NE
Number experienced:
One 17% 22% 10% 10% 19%
Two 18 14 25 15 25
Three/four 22 20 18 32 22
Five/six 13 8 18 12 22
Seven or more 27 28 30 32 12
Don't recall 3 8 - - -
Duration of longest one:
One hour or less 11% 16% 5% 5% 12%
Two/three hours 12 13 18 12 3
Four-six hours 12 3 28 12 19
Six-twenty-three hours 12 10 18 14 6
One day 7 4 5 15 9
Two days 7 - 8 15 19
Three-five days 14 16 8 12 22
Six or more days 18 30 10 5 9
Don't recall 6 8 2 10 -
(Base: Recall a power interruption) (203) (90) (40) (41) (32)
Source: Tables 121, 122, 221, 222
A 28
r
,. Table 3.2C
PERCEPTION OF TRUCKEE DONNER PUD'S EFFORTS TO RESTORE POWER,
BY DURATION OF OUTAGE
Duration of outage
Under 1-5 6 or more
1 day days days
was TD PUD doing everything
it could to restore power?
Yes, doing all they could 88% 76% 64%
,. No, could have done more 3 12 17
Can't say 9 12 19
(Base: Recall a power interruption) (96) (59) (36)
Source: Table 157
Table 3.2D
EFFECTS OF POWER INTERRUPTIONS ON ATTITUDE TOWARD
TRUCKEE DONNER PUD, BY EXPERIENCE WITH POWER OUTAGE
Y
Longest power outage
experienced in past 2 years
No outage Under 1-5 6 or more
experienced 1 day days days
Overall attitude
toward TD PUD:
Extremely favorable 15% 20% 14% 3%
Somewhat favorable 37 38 46 39
_ Neutral 39 27 29 42
Somewhat unfavorable 7 9 10 14
Extremely unfavorable - 4 2 -
Can't say 2 1 - 3
(Base: All electric customers) (105) (96) (59) (36)
Source: Table 158
29
Table 3.3A
^, CUSTOMERS' OPINIONS OF TRUCKEE DONNER PUC ELECTRIC RATES, BY AREA
District- Area
wide NW CEN SE NE
Compared to cost of other
„, utilities and services needed
for daily living, price of
electricity is:
Very reasonable 7% 10% 8% 3% -�
Somewhat reasonable 35 32 35 30 54
Oft Somewhat high 27 26 24 32 24
Very high 23 22 31 24 16
Can't say 8 9 2 10 5
(Base: Electric customers) (296) (149) (51) (59) (37)
Source: Tables 118, 218
Table 3.3B
OPINION OF ELECTRIC RATES, BY INCOME AND RESIDENCY
(Note: Read percentages horizontally)
Percent who believe
electric rates are "high"* (Base:)
Income:
Under $25,000 49% (80)
$25,000-$49,999 49% (102)
$50,000 and over 46% I, (82)
Residency:
Year-around 54% (172)
Part-year 45% (115)
Source: Tables 118, 218
* "Very" or "somewhat" high
., 30
Section 4
Aft
WATER SERVICE
4.1 Non-household Water Uses
.. Just under half of the District's residential water users (47%) said they
used water for non-household purposes, such as watering lawns or gardens,
for swimming pools, livestock, etc. This practice was most prevalent in
the Central and Southeast areas of the District (80% and 67% respectively),
and was least often done by residents of the Northwest area (23%).
AM Use of water for watering lawns was most widely reported in the Central
area (66%) , and was least often mentioned in the Northwest area (10%).
Water use for gardens was most prevalent among residents of the Southeast
area (52%), and was least often found in the Northwest (18%).
Year-around residents were about five times as likely to say they used non-
household water for one or more purposes (71%) as were part-year residents
(14%) .
(See Tables 4.1A, 4.1B at the end of this Section.)
4.2 Beliefs About Importance of Water Conservation
Among the District's water customers, 29% said they believed water conser-
vation should have a "very high priority", and another 45% said they felt
water conservation should have a "moderately high priority". Just 15% said
they thought it should have a "low priority".
Year-around residents and part-year residents both have similar views about
water conservation -- 27% of the former and 32% of the latter say they
think it should have a "very high" priority. Nor is there a significant
difference in water conservation sentiment between those who use water
outside their households and those who do not (28% to 30% of both groups
would give conservation a "very high" priority).
(See Tables 4.2A and 4.2B at the end of this Section.)
4.3 opinion of Water Meters
About one in three of the District's residential water customers (35%) said
they felt water meters would be a "good idea", while 49% said they thought
water meters would be a "poor idea". The principal reasons why customers
disapproved of water meters were --
- "Just prefer a flat rate" (38%)
- "Metering adds cost" (25%)
- "No need for it; plenty of water" (22%)
31
"Would cost me too much; can budget it now" (18%)
"Not feasible" (too cold, residents too scattered) (13%)
.. - "Second home/weekenders would get a free ride" (7%)
(See Tables 4.3A and 4.3B at the end of this Section.)
Resistance to the idea of water meters was highest among year-around resi-
n dents (66%) , and among people who use water for non-household purposes
(63%-67%), and was lowest among part-year residents (24%) and among custo-
mers who do not use water for non-residential purposes (34%).
Objections to water meters were also quite frequently voiced even among
people who think water conservation should be a "very high priority" (46%).
~ (See Table 4.3C at the end of this Section.)
4.4 Rating of Quality of Water Service
Just over half (55%) of the District's water customers rated water service
"excellent", while 37% rated it "good". Negative opinions about the
quality of water service were given by 5% who rated it "just fair" and 1%
who said it was "poor".
The highest unfavorable ratings of water service were found in the Central
Oft area (15%) ; in the rest of the District the level of unfavorable ratings
was 3% to 5%.
Year-around residents were slightly more often likely to be highly favor-
able toward water quality (58% rated it "excellent") than were part-year
residents (50% rated it "excellent").
A
Similar to the situation found regarding electric service (where more
frequent contact with employees was associated with less strongly favorable
feelings about electric service), water customers who have had some contact
with District employees are slightly less favorably inclined toward the
quality of water service (50% rate it "excellent") than are customers who
have had no contact (61% rate it "excellent"). This is probably accounted
for by the higher likelihood of having had employee contact because of
some service problem rather than by any particular conduct by employee(s)
with whom the customer has had contact. (See Table 4.4A and 4.4B at the
end of this Section.)
32
Table 4.1A
a. NON-HOUSEHOLD WATER USE, BY AREA
District- Area
wide NW CEN SE NE
Purposes for water use:
.► Small lawn 25% 8% 54% 37% 28%
Large lawn 7 2 12 11 8
Small garden 28 16 39 42 31
Large garden 4 2 2 10 6
Swimming pool 1 - 5 2 -
Pasture/meadow; livestock 1 1 4 -
One or more of above 47% 23% 80% 67% 52%
None of above 51 75 20 31 42
Not reported 2 2 - 2 6
(Base: Water customers) (257) (118) (41) (62) (36)
Source: Tables 112, 212
Table 4.1B
NON-HOUSEHOLD WATER USE, BY RESIDENCY
(Note: Read percentages horizontally)
Percent who use water for one
or more non-household purposes j (Base:)
I
Residency:
Year-around 71% (154)
Part-year 14% (96)
Source: Table 113
s
" 33
Table 4.2A
BELIEF ABOUT IMPORTANCE OF WATER CONSERVATION, BY AREA
District- Area
wide NW CEN SE NE
Believe water conservation
program should have --
very high priority 29% 31% 34% 24% 22%
Moderately high priority 45 39 44 55 47
Low priority 15 15 17 14 11
Can't say 12 14 5 6 19
Aftk (Base: Water customers) (257) (118) (41) (62) (36)
Source: Tables 114, 214
` Table 4.2B
BELIEF ABOUT IMPORTANCE OF WATER CONSERVATION, BY
RESIDENCY AND AMOUNT OF NON-HOUSEHOLD USE
(Note: Read percentages horizontally)
Percent who think water
conservation should have
"very high priority" (Base:)
Residency:
Year-around 27% (154)
Part-year 32% i (96)
+ Number of non-household
purposes for which water
is used:
None 29% (130)
One 30% (76)
Two or more 28% (46)
Source: Table 114, 154
w
+
34
Table 4.3A
a.► OPINION ABOUT INSTALLATION OF WATER METERS, BY AREA
District- Area
wide NW CEN SE NE
Installation of water
�- meters by Truckee Donner
PUD would be:
A good idea 35% 52% 17% 23% 22%
A poor idea 49 30 73 61 64
Can't say 16 18 10 16 14
.. (Base: Water customers) (257) (118) (41) (62) (36)
Source: Tables 115, 215
Aft
Table 4.3B
REASONS FOR DISAPPROVING OF INSTALLATION OF WATER METERS
Reasons for believing
water meters would be Believe meters
a "poor idea" a "poor idea"
Just prefer a flat rate 38%
Metering system adds cost 25
No need for it, plenty of water 22
Would cost me too much, budget it now 18
Not feasible (too cold, too scattered) 13
Don't like meters 8
Second home/weekenders would get a
free ride, should share cost 7
Would hurt tourist industry 2
Other reasons 4
(Base: Water customers who believe
water meters are a "poor idea") (127)
Source: Table 116
Note: Percentages add to more than 100% because of multiple answers.
35
Table 4.3C
.� OPINION OF WATER METERS, BY RESIDENCY, AMOUNT OF
NON-HOUSEHOLD USE, AND WATER CONSERVATION ATTITUDE
(Note: Read percentages horizontally)
Percent who think
water meters would
be a "poor idea" (Base:)
Residency: i
Year-around 66% (154)
Part-year 24% (96)
Number of non-household
purposes for which water
is used:
None 34% i (130)
One 63% (76)
Two or more 67% 1 (46)
Priority of water
conservation:
Very high 46% (74)
Moderately high 49% (115)
Low 71% (36)
Source: Tables 115, 155
r
36
AM
jft Table 4.4A
RATING OF QUALITY OF WATER SERVICE, BY AREA
District- Area
wide NW CEN SE NE
.. Quality of water service is:
Excellent 55% 49% 56% 60% 64%
Good 37 43 27 36 33
Just fair 5 3 15 5 3
Poor 1 2 - -
Can't say 1 2 - - -
(Base: Water customers) (257) (118) (41) (62) (36)
Source: Tables 111, 211
Table 4.4B
RATING OF QUALITY OF WATER SERVICE, BY RESIDENCY AND
NUMBER OF EMPLOYEE CONTACTS
(Note: Read percentages horizontally)
Percent who rate
water service
"excellent" (Base:)
Residency:
Year-around 58% (154)
.. Part-year 50% (96)
Number of employee contacts
in past two years:
None 61% (115)
One or two 48% (79)
.. Three or more 52% (62)
Source: Table 111
37
Section 5
ENERGY CONSERVATION
5.1 Conservation Measures Taken
+•. As a measure of the market for energy conservation in the District, elec-
tric customers interviewed for the survey were asked whether they had
installed or taken any of eight energy conservation steps within the past
eight years. The steps, and the percentage of District customers who said
they had done so are shown below:
Weatherstripping doors/windows 67%
Thermal doors/windows 60%
Ceiling insulation 60%
Sidewall insulation 59%
Caulking 62%
Water heater blanket 43%
,r Heating ducts wrapped 40%
Installed energy-efficient major
appliance 54%
More than half of the customers questioned (56%) said they had taken five
or more of these eight measures, while 32% said they had taken one to four
measures; only 8% said they had done none of them.
As might be expected, the higher the income of residents, the greater the
likelihood that energy conservation measures would be present in the home:
among customers who reported annual family incomes of $50,000 or more
(before taxes) , 68% said they had installed five or more of the measures;
among those with incomes between $25,000 and $50,000, 58% said they had
installed five or more; and among families with under $25,000 income, just
41% had installed five or more. Nevertheless, even among the lower income
residents, only 14% said they had installed none of the above measures.
(See Table 5.1 at the end of this Section.)
AM
5.2 Interest in Energy Audit and Literature on Energy Saving
Energy Audit. When asked whether they would be interested in having a
trained home energy specialist survey their home free of charge to recom-
mend what conservation measures could be taken to lower energy consumption,
23% of the District's electric customers said they would be "very
interested", and 20% said they would be "slightly interested". Complete
lack of interest was expressed by 52%.
Interest in a home audit was not noticeably affected by the extent to which
customers had already installed some conservation measures -- among those
who said they had installed four or fewer, 45% expressed some level of
interest, while among those who had installed five or more, 42% expressed
some irterest. Income level was a better indicator of potential interest
in an energy audit: 48% of the households with under $50,000 income
A� 38
expressed interest, while just 37% of those with incomes of $50,000 or more
were interested. (See Table 5.2 at the end of this Section.)
Interest in Conservation Literature. Somewhat more electric customers
(44%) expressed strong interest in obtaining free literature on ways to
save energy from the District, and another 24% said they were "slightly
interested". Interest in this kind of literature was high across all
segments of the population, although it was slightly higher among lower and
middle income customers than it was among high income customers. (See
Table 5.2 at the end of this Section.)
.. 39
*c Table 5.1
ENERGY CONSERVATION MEASURES TAKEN, BY INCOME LEVEL
Income level:
District- Under $25,000- $50,000
wide $25,000 $49,999 and over
Weatherstripping
doors/windows 67% 58% 68% 72%
Thermal doors/windows 60 50 68 56
Ceiling insulation 60 50 62 71
Sidewall insulation 59 44 61 72
Caulking 62 54 61 68
.. Water heater blanket 43 42 41 48
Heating ducts wrapped 40 25 44 46
Energy-efficient major
appliance installed 54 36 60 68
Net count:
None of these 8% 14% 4% 5%
One or two 16 21 14 16
Three or four 16 21 19 7
Five or more 56 41 58 68
Can't say 4 2 6 4
(Base: Electric customers) (296) (80) (102) (82)
Source: Tables 124, 125, 224, 225
Note: Percentages add to more than 100% because of multiple answers.
40
Table 5.2
INTEREST IN HOME ENERGY AUDIT AND ENERGY CONSERVATION LITERATURE,
BY INCOME LEVEL AND NUMBER OF CONSERVATION MEASURES INSTALLED
No. of energy
conservation
,,,, Income level: measures
District- Under $25,000- $50,000 installed
wide $25,000 $49,999 and over 0-4 5-8
Interest in
having a free
home energy audit:
(a)
Very interested 23% 26% 26% 20% 21% 25%
Slightly
interested 20 20 22 17 24 17
Not at all
interested 52 46 45 63 47 56
.� Can't say 4 6 7 - 7 2
Interest in
literature on ways
to save energy:
w tb)
Very interested 44% 51% 48% 44% 45% 43%
Slightly
interested 24 25 24 18 26 22
Not at all
interested 30 24 24 38 25 34
a•
Can't say 2 - 5 - 4 1
(Base: Electric
customers) (296) (80) (102) (82) (131) (165)
Source: Tables 126, 127, 226, 227
(a) Q-14: "How interested would you be in having the Truckee Donner Dis-
trict send out a trained home energy specialist to survey your residence
and recommend that conservation measures could be taken to lower your
energy consumpttion? If such an audit was free of charge, would you be..."
(b) Q-15: "If the Truckee Donner District made free literature available
on ways to save energy, how interested would you be in obtaining it? Would
you be. . .
.. 41
Section 6
DISTRICT BILLING AND PAYMENT POLICIES
6.1 Billing understandability and Preferred Mode
The large majority of District customers (70%) said they found their
monthly bill "very easy to understand", although 25% said it was only
"fairly easy", and 4% said it was "too complicated and hard to understand".
When asked whether they would prefer to receive the monthly bill in its
present postcard form or in an envelope, opinion was almost evenly divided
-- 41% said they would prefer the postcard form, 40% said they preferred an
r envelope, while 19 had no opinion. Preference for an envelope was highest
among upper income customers, where it was preferred by 50% to 33% for a
postcard. Among middle and lower income customers, however, the postcard
was preferred by a slight margin of 43% to 36%. (See Table 6.1 at the end
of this Section.)
6.2 Deposit and Payment Policies
Deposit Policy. Opinion about the District's policy of requiring a two
month's deposit to turn on service to a new customer was divided almost
evenly between those who said it is "too strict" (47%), and those who said
it is "about right" (44%). Only 1% thought it was not strict enough.
Lower income persons were more inclined to think the policy was too strict
(56%) , while higher income persons were more evenly divided about it.
(See Table 6.2 at the end of the Section.)
Service Turnoff Policy. On the other hand, a clear majority of customers
(63%) endorsed the District's policy of turning off service after 48 days
if the bill is not paid. Just 24% said they felt it was "too strict",
while 5% said they thought it was "not strict enough". Opinions did not
vary by income level. (See Table 6.2 at the end of the Section.)
6.3 Seriousness of Meter Tampering
A majority of District customers (57%) have no opinion about the serious-
.. ness of meter tampering as a problem to the District. When customers did
express an opinion, 32% said they understood it was not a serious problem,
while just 12% said they thought it was a problem. Opinions on this issue
did not vary widely from area to area, although residents of the Northwest
area were least likely to have any opinion about it. (See Table 6.3 at
the end of this Section.)
42
Table 6.1
OPINION OF TRUCKEE DONNER PUD BILLING, BY INCOME LEVEL
Income level:
District- Under $25,000- $50,000
wide $25,000 $49,999 and over
Believe TD PUD monthly
bill is:
Very easy to understand 70% 70% 70% 72%
Fairly easy 25 22 27 21
Too complicated/hard
to understand 4 4 4 6
Can't say 2 4 - 1
.. Would prefer to receive
monthly bill:
In postcard form 41% 44% 42% 33%
In an envelope 40 36 36 50
No preference/can't say 19 20 22 17
(Base: All customers) (300) (81) (105) (82)
Source: Tables 132, 133, 232, 233
Table 6.2
OPINION OF TRUCKEE DONNER PUD DEPOSIT AND PAYMENT POLICIES,
BY INCOME LEVEL
Income level:
District- Under $25,000- $50,000
wide $25,000 $49,999 and over
Opinion of two-month
deposit:
Too strict 47% 56% 46% 40%
" About right 44 39 45 49
Not strict enough 1 1 - 4
Can't say 8 4 9 7
Opinion of policy
of service turnoff when
bill not paid within
Awl 48 days:
Too strict 24% 22% 21% 24%
About right 63 64 66 63
Not strict enough 5 2 7 7
Can't say 8 11 7 5
(Base: Electric customers) (296) (80) (102) (82)
Source: Tables 128, 129, 228, 229
„� 43
Ak
Table 6.3
OPINION OF SERIOUSNESS OF ELECTRIC METER TAMPERING PROBLEM, BY AREA
District- Area
wide NW CEN SE NE
i
Believe electric meter
tampering is:
A very serious problem 6% 6% 6% 5% 5%
A fairly serious problem 6 7 10 2 3
40. Not too serious 16 11 14 22 27
Not at all serious 16 11 20 19 22
Can't say 57 64 51 52 43
(Base: Electric customers) (296) (149) (51) (59) (37)
Source: Tables 130, 230
i
i 44
Section 7
SOURCES OF INFORMATION ABOUT THE DISTRICT
The most frequently-cited source of information about Truckee Donner
District activities was "newspapers" (51%); material from the District was
.. next most often mentioned (33%); employees were a source mentioned by 15%;
and "other people" were a source for 24%. Radio was mentioned as a source
by 4%. The average person named about 1.5 different sources. Only 18%
said they had no sources of information about the District.
Year-around residents named many more sources of information (1.7 average)
than part-year residents did (1.2 average). Year-around residents were
considerably more likely to obtain their information from newspapers, from
employees, and from other people; part-year residents, on the other hand,
named fewer sources and tended to depend most heavily on District mate-
rials; 30% of them said they had no information sources.
Residents of the Central and Southeast areas were more likely to name
multiple sources (1.7 average) than were residents of the Northeast area
(1.5 average) or the Northwest (1.4 average).
Newspapers Regularly Read. The Sierra Sun Weekly was regularly read by 61%
of all customers, and reached 84% of all year-around residents of the
District and 30% of the part-year residents.
The Reno Gazette-Journal was regularly read by 33% of year-around resi-
dents, but by only 6% of part-year residents. The Sacramento Bee was read
regularly by 25% of the year-around residents and by 14% of the part-year
residents. The Sacramento Union was named by only 3% of year-around resi-
dents and 9% of part-year residents as a newspaper regularly read.
Just 8% of all year-around residents said they regularly read none of these
newpapers, but 53% of the part-year residents claimed not to read any of
them on a regular basis.
Aw (See Table 7.1 on next page.)
45
Table 7.1
�. SOURCES OF INFORMATION ABOUT THE DISTRICT, BY RESIDENCY AND AREA
Residency
District- Year- Part- Area
wide around year NW CEN SE NE
,. Sources of information
about TD PUD activities,
plans and personnel:
Newspapers 51% 69% 28% 36% 63% 73% 60%
Radio 4 6 2 2 6 8 3
Material District sends 33 30 36 36 29 22 40
Contact with employees 15 23 4 11 18 22 16
From other people 24 31 16 21 33 25 24
Other sources 4 3 4 4 4 5 -
No information sources 18 9 30 26 8 14 5
Average number of sources: 1.5 1.7 1.2 1.4 1.7 1.7 1.5
Newspapers regularly read:
Sierra Sun Weekly 61% 84% 30% 42% 82% 81% 73%
Reno Gazette-Journal 22 33 6 13 35 29 27
Sacramento Bee 20 25 14 16 29 22 22
Sacramento Union 5 3 9 7 - 6 -
None of these 27 8 53 42 10 11 19
(Base: All customers) (300) (176) (115) (149) (51) (63) (37)
Source: Tables 138, 143, 238, 243
Note: Percentages add to more than 100% because of multiple answers.
t
46
.� APPENDIX
The Survey Questionnaire
w
r.
w
r
.n.
47
ADF Research 00- 6
1456 Lincoln Avenue 142 142W
San Rafael, CA 94901 071685,
TRUCKEE/DONNER PUBLIC UTILITIES DISTRICT SURVEY
--Contact Record/Listing Sheet--
120-140 (Hartle Valley)............1 520-540 (Truckee)..........
304-360 (Prosser Lakeview Estatep..2 560-570 (Ponderosa) ....•..a
410 (Prosser Heights)
••••••....3 580-588 (Sierra Meadows)..........9
440 (Gateway)..................4 601-687 (Tahoe Donner)..a.........0
j 480 (Armstrong)................5 704-785 (Donner Lake).............x
450-510 (West Truckee).............6
Respondent Names District:
Addrdsss
ID Codes
Phone Number:
Hello, this is with ADF Research, an opinion research company. We are conducting
a survey about utilities in this area. May I please speak with the male or female head of
household (IF-BOTH AVAILABLE, ASK TO SPEAK WITH MALE HEAD). (IF NO HOUSEHOLD HHAD AVL
NOW, RECORD CODE 3 AND CALLBACK INFORMATION BELOW). AI ABLE
Are you the person in this household who usually pays the monthly utility bills for
electricity and water at this residence, or does someone else usually do that?
RESPONDENT PAYS BILLS.......................1 C NTINUE
OTHER PERSON PAYS BILLS................... 2 (ASK TO SPEAK WITH THAT
PERSON. IF NOT AVAILABLE NOW, RECORD CODE 4 AND CALLBACK.
IF HOUSEHOLD DOES NOT PAY UTILITY BILLS, RECORD CODE 9 ON CONTACT RECORD SHEET
AND TERMINATE.
CALLBACK INFORMATION
NAME OF PERSON:
CALLBACK DATE: CALLBACK TIMES
RECORD OF INTERVIEW ATTEMPTS }
u��1
ATTEMPT N0: DATE TIME INTERVIEWER
A RESULT CODE
1 ..
2
3
4
USE THESE RESULT CODES TO RECORD EACH ATTEMPT
MAKE CALLBACKS TO THEE TD9O NOT MAKE CALLBACKS TO THESE:
O1 - No answer 5 - Disconnected number not in service
02 - Answering service/device 6 - Communication harrier
03 - Qualified respondent not 7 - Business phone
available 8 - Refused to cooperate
04 - Knowledgeable respondent not - Household does not pax utility bills
available 10 - Other
p
Note: If busy signal, call right 11 - Interview completed
back and do not count as
attempt.
t
I
ADF Research
1456 Lincoln Avenue 146-006
San Rafael, CA 94901 072285
TRUCKEE—DONNER PUBLIC UTILITIES DISTRICT SURVEY
--Telephone Interview--
"` la. Are you a year—round resident or do you live in the Truckee—Donner area only part of
the year? 04`
YEAR—ROUND RESIDENT.........................1 (ASK QUES lb)
PART—YEAR RESIDENT..........................2 (ASK QUES lc)
(IF YEAR ROUND)
lb. How long have you lived in the Truckee—Donner Area?
.� 01-
UNDER1 YEAR................................1
i1 — 1.9 YEARS...............................2
2 — 2.9 YEARS...............................3
3 YEARS OR MORE.............................4
(IF PART—YEAR, ASK):
7FE
ths of the year do you typica y spen n your ruc ee— onner area
e?
w. I APR.....4 JULY....7 OCT....12 MAY.....5 AUG.....8 NOV.....2 JUNE....6 SEPT....9 DEC.....3
ld. Were you residing in the Truckee—Donner area at any time during (READ LIST)
1984 (LAST YEAR).......................•k .....1
1983 (YEAR BEFORE LAST)............... 2
1982 OR EARLIER...................................3
2. Do you own or rent this residence?
I1�
OWN.........................................1
RENT........................................2
3. What is the main method used for heating your residence? (READ LIST)
PROPANE/BOTTLED GAS........ I..
.1
WOOD STOVE OR FIREPLACE......................2
PORTABLE ELECTRIC HEATER....................3
BUILT—IN ELECTRIC HEATER................j,...4-
OTHER: 5
(specify)
IF A RESIDENT OF DONNE.R LAKE — FROM CONTACT SHEET, SKIP TQ QUES 9. ALL OTHERS
iolh CONTINUE WITH QUES 4 O— N NEXT PAGE.
4. Do you happen to know what company provides watP-r service to this residence?
(DO NOT READ LIST)
131
TRUCKEE—DONNER PUD..........................1
OTHER: j
2
(specify)
NOT CERTAIN.................................0
r
5. (Well, it happens that water service in your area is provided by the Truckee—Donner
Public Utility District.) How would you rate the quality Of the water you get from
the Truckee—Donner District -- would you say it is.....(R AAD LIST)
An EXCELLENT............ iq-
GOOD............... .
.........................2
JUST FAIR........................... 3
........
OR POOR.....................................4
(DO NOT READ) CAN'T SAY...................0
6. Do you use water for any of the following purposes: (READ LIST)
TO WATER A SMALL LAWN.................... .I
TO WATER A LARCH LAWN.......................2
TO IRRIGATE A PASTURE OR MEADOW...:.........3
TO FILL A SWIMMING POOL OR POND.............4
!� TO WATER A SMALL VEGETABLE OR FLOWER GARDEN.5
TO WATER A LARGE VEGETABLE OR PLOWER CARDEN.6
TO MAINTAIN HORSES OR OTHER LIVESTOCK.......7
NONE OF THESE...............................0
7. Do you believe that water conservation programs in this area should have a
(READ LIST)
w
VERY HIGH PRIORITY..........................I
.� A MODERATELY HIGH PRIORITY..................2
ALOW PRIORITY..............................3
(DO NOT READ) CAN'T SAY...................0
8a. As you may know, at the present time all households in the Truckee-Donner District pay
the same flat rate for water, regardless of the amount they may use. Do you believe
1t would be a good idea or a poor idea to install water meters so that each household
would pay for just as much water as they actually used?
GOOD IDEA.................................`'.1
POORIDEA...................................2
CAN'T SAY.................................3
IF "POOR IDEA" ASK):
Why do you feel it is a poor idea? PROBE FOR SPECIFICSY—
IF A RESIDENT OF SIERRA MEADOW - FROM CONTACT SHEET, SKIP TO QUES 20 ALL OTHERS '
CONTINUE WITH QUES 9.
9. Do you happen to know what company provides electric service to this residence?
(DO NOT READ)
31.
TRUCKEE-DONNER PUD..........................1
SIERRA PACIFIC POWER GO.....................2
OTHER: 3
specify
NOT CERTAIN.................................0
10. (Well, it happens that electric service in you$ area is provided by the Truckee-
Donner Public Utility District.) Compared with the cost of other utilities and
services needed for daily living, do you feel that the price you pay for electricity
is......(READ LIST)
VERY REASONABLE.............................1
... SOMEWHAT REASONABLE...........
SOMEWHAT HIGH...............................3
VERY HIGH...................................4
(DO NOT READ) CAN'T SAY...................0
11. Overall, would you rate the reliability of the electric service you receive from the
Truckee-Donner Utility District'as..-`(READ LIST)
u_
EXCELLENT...................................I
GOOD........................:...............2
JUST FAIR...................................3
POOR..................... �'.
.4
(DO NOT READ) CAN'T SAY...................0
w
^ � 12a. Do Y 'You recall an times during the past, two years or so when Your power at this
residence was interrupted for more than a few minutes?
YES, RECALL TIMES.................. 1 (ASK QUE3 12b)
NO, DO NOT, IIOT CE:<TAIN.......
..... ....... (GO TO QUES 13)
IF "YES" RECALL TIMES ASIO:_`
out
,, 1 b. Ab how many times has this happened in the pas two years-or so?t
(CIRCLE ONB)
1 2 3 4 5 6. 7 B
9 10+ DON'T KNOW
I 12c. What was the ion eat power Outage You have ex erienced is the past g Y P pa two years?
j HOURS: ❑ D u�i1
^ DAYS: F�
12d. it could do
At the time of the outage, did you feel that the District was doing everything
doing more? to get power restored promptly, or did You feel it should have been
DOING EVERYTHIIIG.......................... .1
COULD DO I104L'?.........
......................2
CAN'T SAY.................................0
13. Next, please tell me whether ,r° r,__
installed within the resident' has had any of the following features
past eight or ten years. Here is the first one (READ LIST)
CEILING INSULLTIQIJ.,.,,,,.
1!_
INSULATION IN SIDE WALLS....................2
FI$AT1rERSTRI?PIi;G AROUND UINDOUS AND DOORS...3^ THERMAL OR STORM DOORS AND WINDOWS..........4
CAULKING...........
WATER HFATER BLANKET........................5
IlEATI?iG DLTCT3 .......................7
ENERGY EFFIcIENT STOtZ, RnFRIMAToR, OR
HOT WATER REATER INSTALLED.....
Norte on 1HESE ......... ...........a
14. How interested would �
.. home ever You be In having the Truckee-Donner District send out a Grained
measures couldeben taken to low st to survey
"our residence end recommend that conservation
of charge, would you be..... RE Your ener3Y coneumption? If such an audit was free
( AD LIST)
VERY INTL'.RESTItD..... 32-
SLIGHTLY INTERECTED.........................1
OR NOT AT ...................2
ALL I[IT?R.?STI:D...............
(Do NOT READ) CA.i'T SAY....... .....3
15. If the Truckee-Donner District made free literature available on ways to save energy,
how interested would you be in obtainin
3 it? Would you be.....(READ LIST)
VERY INTERESTED.........
_
SLIGHTLY INTI:p.ESTr;D......• 0...................
j
•••••• .I
OR NOT,AT ALL IIPIERESTLP............••••••
(DO NOT READ) CAN'T SAY...... 3
16. Do
You believe that the Truckee-Donner'a policy bf requiring two months deposit in
advance to turn on service to a new customer is --- (READ LIST)
TOO STRICT................
ABOUT RIGHT.............. ...............J�.l
OR, NOT STRICT PNOUGH................���..�.2
(DO NOT READ) C_1N'T SAY....•.....
17. Do ..........0
qou believe that Truckee-Dinner's policy of turning off service to a residence when
the bill.is not paid within 4j days is -- (READ LIST)
TOO STRICT..... 3t'
ABOUT RIGHT .............................1
....
OR, NOT STRICT E`:ouC:l ................�_..•3
(DO NOT PWAD) CAN'T SAY...................0
� r ,
i
18. One problem that utilities have to deal with is people who tamper with their electric
meters in order to avoid being charged for the electricity they use. As you
understand it, how serious a problem is this for the Truckee-Donner Utility District
c- would you say it is....(READ LIST)
i
........
A VERY SERIOUS PROBLEM............. 1
FAIRLY SERIOUS...............
1 ....3
NOT T00 SERIOUS.............................3
NOT AT ALL SERIOUS..........................4
(DO NOT READ) CAN'T SAY...................0
19. As you understand it, from what sources does the Truckee-Donner Utility District
obtain the electric power that it supplies to its residential and business customers?
w
Are there any other sources you are aware of? (PROBE FOR SPECIFICS)
DON'T KNOW ANY..............................0
SIERRA MEADOWS RESIDENTS RESUME INTERVIEW HERB
20. Would you say that the monthly bill you get from the Truckee-Donner Utility District
is.....(READ LIST)
VERY EASY TO UNDERSTAND................ 1
1 -
FAIRLY EASY TO UNDERSTAND...........
n. OR, IS TOO COMPLICATED AND .....-..2
HARD TO UNDERSTAND........................3
(DO NOT READ) CAN'T SAY...................0
21. As you know, the Truckee-Donner District's monthly bills are sent in postcard form at
present. Would you prefer to receive your monthly utility bill — (READ LIST
.. IN POSTCARD FORM............................I
OR IN AN ENVELOPB.......... .........2
(DO NOT READ) NO PREFERENCE/CAN'T SAY.....0
22. As you understand It, is the Truckee-Donner District a private stockholder-owned
company, or is it a public agency?
PRIVATE STOCKHOLDER COMPANY...,,.,
PUBLIC AGENCY...............................2
OTHER: 3
(specify)
NOT CERTAIN.................................0
23a. Within the past two years or so, about how many times have you been in contact with
u, any employees of the Truckee-Donner Utility District in person or by telephone about
your electric or water service? (CIRCLE ONE)
0 1 2 3 4 5 6 7 8
IF ANY CONTACT ASK
2 b. now would you rate the courteaq of the District employee or employees that you
had contact with — would you say they were.....(READ LIST)
VERY COURTEOUS..............................
FAIRLY COURTEOUS-........... 1
NOT T00 COURTEOUS............................DISCOURTEOUS....................4...........4
(DO NOT READ) CAN'T SAY...................0
23c. How would you rate the promptness of their response — would
were....(READ LIST) you say they
VERY PROMPT..........
FAIRLY PROMPT.........,
NOT TOO PROMPT,,,,,...... ....... •••••••••
VERY SLOW.. .............. 3
(DO NOT READ)•CAN'T-SAY.............. ......0
-4-
24. Now, I'm going to name some sources from which people might get information about the
Truckee-Donner Utility District's activities, plans, and personnel, and I'd like you
to tell me whether you get any of your information about the District from.....(READ
LIST)
MATERIAL THAT THE DISTRICT SENDS OUT.....�1
FROM CONTACT WITH EMPLOYEES OF THE DIST.....2
FROM OTHER PEOPLE...........................3
FROM NEWSPAPERS.............................4
FROM RADIO..................................5
FROM OTHER SOURCES: 6 r
(specify)
(DO NOT READ) NO SOURCES/NO INFORMATION...7
(DO NOT READ) NOT CERTAIN............
25a. Considering everything, would you rate your present overall attitude toward the
Truckee-Donner Utility District as being....(READ LIST)
EXTREMELY FAVORABLE..................... .��.1
Ak SOMEWHAT FAVORABLE...........................2
NEUTRAL...................
SOMEWHAT UNFAVORABLE........................4
EXTREMELY UNFAVORABLE.......................5
(DO NOT READ) CAN'T SAY...................0
25b. Why do you say that? (PROBE FOR SPECIFICS)
S�Now, to finish up, I have a few background questions to ask you so that we can be sure we
have a good cross-section of people. First.....
101. Which of the following newspapers do you regularly read? (READ LIST)
THE SIERRA SUN WEEKLY........... S�
THE RENO GAZETTE-JOURNAL..................••1
THE SACRAMENTO BEE.........
THE SACRAMENTO UNION........................4
(DO NOT READ) NONE OF THESE...............0
102a. How many adults 18 or older are full-time residents of your dwelling? (RECORD BELOW)
102b. How many of the full-time residents are children or teens? (RECORD BELOW)
102c. On a typical weekday up to 5 pm, how many people in total would be at home in this
residence? (RECORD BELOW)
102d. On a typical weekday evening after 5 pm, how many people in total would be at home in
this residence? (RECORD BELOW)
102a lOQ 2b lO2c g f02d
Adult Child/Teen At home At Home
Residents 51- Residents 54-To 5 pm ss-Atter 5 pm ONE............
.1.............I...........
I.............
TWO.............2.............2...........2.............2
THREE...........3.............3...........3.............3
FOUR............4.............4...........4.............4
FIVE............5.............5...........5.............5
SIX.............6.............6...........6.............6
SEVEN...........7.............7...........7.............7
EIGHT...........8.............8..
NINEOR MORE....9.............9...........A.............8
.........9.............9 NONE............0.............0...........0.............0
NOTCERTAIN.....X.............X...........X.
-5-
103. Are you presently....(READ LIST)
rc-
EMPLOYED FULL TIME..........................1
EMPLOYED PART TIME..........................2
,., SELF-EMPLOYED...............................3
j' RETIRED.....................................4
IrUNEMPLOYED.:................................5
hSTUDENT.....................................6
{ HOUSEHOLD MANAGER...........................7
OTHER: 0
(specify)
w
104. On your last birthday, was your age.....(READ LIST)
18 TO 24....................................I
25 TO 34....................................2
35 To 44....................................3
45 TO 54....................................4
w 55 To 64....................................5
65 TO 69....................................6
70 OR OLDER.................................7
(DO NOT READ) REFUSED.....................0
105. What is the last grade in school that you completed?
S4-
„� 8TH GRADE OR LESS...........................1
SOME HIGH SCHOOL (9-11).....................2
HIGH SCHOOL COMPLETED (12)..................3
1-2 YEARS COLLEGE/BUSINESS/
TECIINICAL SCHOOL.........................4
COLLEGECOMPLETED...........................5
GRADUATESTUDY..............................6
(DO NOT READ) REFUSED.....................0
r�
106. ,Would you please tell me in which of the following brackets your total family income
before taxes fits.....(READ LIST)
SQ_
UNDER $7,500................................1
$7,500 TO $9,999............................2
$10,000 TO $14,999..........................3
$15,000 To $19,999..........................4
w $20,000 TO $24,999..........................5
$25,000 TO $34,999..........................6
$35,000 TO $49,999..........................7
$50,000 AND OVER............................8
(DO NOT READ) REFUSED.....................0
W-
Idly RECORD SEX: MALE...............1 FEMALE.............2
Thank you very much for your cooperation. So that my supervisor can verify this interview
later if necessary, may I have your first name only -please, and the telephone number where
you can be reached.
RESPONDENTS FIRST NAME:
PHONE NUMBER: TIME ENDED:
DATE: INTERVIEWER SIGNATURE:
-6-