Customer Satisfaction Survey Results

2017 Customer Satisfaction Survey Results

The 2017 Electric Utility Customer Satisfaction Survey was conducted in January 2017 for Guelph Hydro Electric Systems Inc. Results indicated that 89 per cent of customers surveyed were satisfied with the services provided by the utility. This result is five per cent higher than the Ontario benchmark.

The telephone survey, conducted by the independent research company, UtilityPULSE, surveyed customers to gauge their satisfaction with the utility's customer service, reliability, billing and operations.

Overall, Guelph Hydro scored an "A" on the UtilityPULSE "report card" that marks the company on three categories:

  • Management Operations, which includes operational effectiveness and reliability
  • Customer Care
  • Company Image.

The company received particularly high marks for reliability with 92 per cent of respondents saying Guelph Hydro provides consistent, reliable energy. A total of 91 per cent said the reliability of the electricity system meets their expectations. A total of 88 per cent said they are satisfied with the way Guelph Hydro handles outages and restores power quickly.

Thinking about the services provided by Guelph Hydro's line crews as well as customer service, engineering and energy conservation staff, 88 per cent said the company provides excellent, quality services. 90 per cent said the company delivers on its service commitments and 82 per cent said Guelph Hydro is focused on their customers.

In terms of corporate image, 87 per cent of survey respondents reported that Guelph Hydro is a trusted and trustworthy company in the community. 91 per cent said that Guelph Hydro makes electricity safety a top priority and 80 per cent said the company keeps its promises.   

The findings of the survey are based on telephone interviews conducted in January 2017 with a random selection of 400 individuals who pay or look after a Guelph Hydro Electric Systems Inc. electricity bill.

A total of 85 per cent of the interviews were conducted with residential customers while 15 per cent were commercial customers. This sample size provides a confidence level of 95 per cent and a margin of error of +/- 4.9.