Unlocking Customer Satisfaction: Join DPU's Voice of the Customer Survey!

COUNTY News: Let your voice be heard, utility customers! The Los Alamos Department of Public Utilities (DPU) is kicking off its annual “Voice of the Customer” survey on Monday, Jan. 13 to measure customer satisfaction and engagement in areas such as quality, reliability, and service.
Following the 2024 survey, DPU was presented with a Customer Satisfaction bronze-level award by the American Public Power Association. Many of the survey questions are benchmarked by APPA, putting DPU among 20 public power providers nationwide to receive this award.

“The feedback of our customers is crucial in helping us improve our services,” said Utility Manager Philo Shelton. “By taking a few minutes to complete our annual survey, you’ll help us understand how we can better serve this community’s utility needs.”
The survey will be conducted by GreatBlue Research via internet and telephone, targeting a randomly selected group of utility account holders first by email and later by phone.
This survey aligns with DPU’s goal to be a customer service-oriented organization that is approachable, communicative, efficient, and transparent. The results will help pinpoint areas for improvement and will be compared against utility industry benchmarks. GreatBlue will also provide recommendations for enhancing overall service to customers.
DPU also runs a year-round transactional survey that gathers feedback on specific business interactions, targeting customers who have had recent contact with DPU and Customer Care Center staff. The “Voice of the Customer” survey is broader in scope, addressing multiple aspects of DPU as a utility service provider.
The survey will be conducted online from Monday, Jan. 13 through Thursday, Feb. 6, and by phone from Monday, Feb. 10 through Friday, Feb. 21.
“The community’s participation in this annual survey is greatly appreciated!” –DPU