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Seattle City Light customer satisfaction survey reveals pre and post storm support for the utility
April 9, 2007
In late November and early December of 2006, Seattle City Light conducted a telephone interview customer satisfaction survey with follow-up focus groups. What City Light heard was 96% of its customers were either very satisfied (65%) or somewhat satisfied (31%) with the service they received. Focus group participants echoed that endorsement and went on to say that, "City Light just doesn't have many outages." Then the December 14 windstorm hit. Realizing that customer opinions may have changed as a result of the storm, City Light conducted another telephone survey in early February, along with focus groups of customers who had experienced power outages of varying lengths. The results were gratifying. There was a 94% satisfaction rating, with 50% very satisfied and 44% somewhat satisfied. The shift in "very satisfied" was understandable. However, the sentiments expressed in the focus groups said it all, "City Light did a very good job, considering the magnitude of the storm." We are grateful that our customers appreciate the job our employees do every day of the week, 24-hours a day.
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