Utility Council
Customer Satisfaction Surveys

The Utility Council also measures customer satisfaction with a standardized customer satisfaction survey. In 2002 about 65 percent of the participants utilized the standardized customer survey.

 First determine the correct survey sample size for your organization: If your customer survey is hardcopy based we suggest you perform it first since it usually takes several weeks to mail it out, receive the responses, and tabulate the results.

There are several ways to administer the survey. You can:

  • Obtain a copy of the Customer Survey (MS Word) from our website, add your letterhead or other information, and then distribute it to your occupants.
  • Convert the survey to a web based survey and distribute it to your occupants.
  • Contract with Facility Issues to provide a web based survey for your occupants on our website. There is an additional charge of $500 for this option. Under this option, Facility Issues will establish a customer satisfaction survey for your facility on our web site. You would be responsible to notify the occupants of the site location with an email or other appropriate notification. With this option, there is no additional survey data entry to include in the benchmarking survey.

    • The way you distributed the surveys affects the survey data analysis. If you distributed and received hardcopies of the survey or created your own web based survey you'll need a spreadsheet to analyze the results. We've developed a helpful Excel spreadsheet for Survey Analysis that is available for download at the left.

    If you have used Facility Issues web based approach, the program will compile and determine the values needed for the benchmarking results.

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