HomeMy WebLinkAboutRFP - 8329 SURVEY SERVICES - MISCELLANEOUS PUBLIC OPINION SURVEYADDENDUM No. 1
SPECIFICATIONS AND CONTRACT DOCUMENTS
Description of RFP 8329: Survey Services – Miscellaneous Public Opinion Surveys Services
OPENING DATE: 3:00 PM (Our Clock) June 22, 2016
To all prospective bidders under the specifications and contract documents described above,
the following changes/additions are hereby made and detailed in the following sections of this
addendum:
Exhibit 1 – Questions & Answers
Exhibit 2 – Commercial & Residential Utilities Customer Surveys
Please contact Ed Bonnette, CPPB, CPM, Senior Buyer at (970) 416-2247 with any questions
regarding this addendum.
RECEIPT OF THIS ADDENDUM MUST BE ACKNOWLEDGED BY A WRITTEN STATEMENT
ENCLOSED WITH THE BID/QUOTE STATING THAT THIS ADDENDUM HAS BEEN
RECEIVED.
Financial Services
Purchasing Division
215 N. Mason St. 2nd Floor
PO Box 580
Fort Collins, CO 80522
970.221.6775
970.221.6707
fcgov.com/purchasing
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EXHIBIT 1 – QUESTIONS & ANSWERS
1. Is it acceptable for a firm to bid on only one of the three survey projects?
Answer:
No. The City’s goal is to award a renewable annual contract that will run for up to a
maximum of five (5) years that will be a work-order agreement to a vendor who will
perform various public-opinion surveys for various City departments, similar to the
representative samples provided in the RFP document. The goal is to find someone
who can “do it all”.
2. Can you provide a copy of the previous Bi-Annual Utilities Customer Satisfaction Survey,
as well as survey results?
Answer:
Actually there were two versions of the 2015 Utilities Survey; a Residential version and
a Commercial version. Both are attached; along with the report summarizing the
results.
3. What is the City’s anticipated budget for the 2017 Bi-Annual Utilities Customer Satisfaction
Survey?
Answer:
$50,000.
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EXHIBIT 2 – COMMERCIAL & RESIDENTIAL UTILITIES CUSTOMER SURVEYS
2015 Commercial Customer Survey – City of Fort Collins Utilities
Hello, I am _________________ from ___________, a survey research company. We are
conducting a research study on behalf of Fort Collins Utilities, asking customers about the
utility services you receive. We are only interested in your opinions and at no time will I
attempt to sell you anything. Your responses are anonymous and will be reported in group
form only. (READ IF NECESSARY: Depending on your answers, this survey should take no
more than 15 minutes.)
____________________________________________________________________________
S1. [CELL ONLY] Before I continue, are you in a safe place to talk on your phone,
specifically not currently driving? [INTERVIEWER NOTE: EVEN IF THE RESPONDENT IS
OK WITH TAKING THE SURVEY WHILE DRIVING, WE CANNOT CONTINUE WITH THE
SURVEY.]
1 Yes – in safe place/not driving [CONTINUE]
2 No – not safe/driving [ARRANGE CALLBACK]
S2. We need to complete this questionnaire if you are the person most familiar with dealing
with the utilities, such as the office manager, business owner. These utilities could include
water, electric, sewer or storm drainage. Is that you?
1 Yes {PROCEED TO S3}
2 No May I speak with that person?
A. Yes {REPEAT FIRST PARAGRAPH WITH NEW PERSON, THEN GO
TO S3}
B. No/not here {ARRANGE CALLBACK}
S4. Please tell me the Utility services your organization receives from the City of Fort
Collins. {READ LIST AS NECESSARY; What about…}
1 Electric Service
2 Water Service
3 Wastewater /Sewer Service
4 Storm Water / Drainage Service
5 None {THANK AND TERMINATE}
98 DON’T KNOW/NOT AWARE [THANK AND TERMINATE]
99 REFUSED
QA. [DO NOT READ] ENTER GENDER (OBSERVATION)
1 Male
2 Female
98 DON’T KNOW
QB. What is the name of your organization or business?
{Record business name}
Q1. First, I would like to ask you about your OVERALL SATISFACTION of the City of
Fort Collins Utilities as a business customer. Please use a 1 to 5 scale where a 1 means
you are extremely DISSATISFIED, a 5 means you are extremely SATISFIED, and a 3 means
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you are neither dissatisfied nor satisfied with the utility services provided by the City. You
can use any number from one to five. On this scale, what is your OVERALL
SATISFACTION with Fort Collins Utilities? {REPEAT SCALE AS NECESSARY}
[RECORD NUMBER 1-5]
98 DON’T KNOW
99 REFUSED
Q2. If you could choose your utility provider, how important would each of the following
factors be to you in making that selection? Please use a scale of 1 to 5, where 1=Not at all
Important and 5=Very Important [ROTATE A-W]
[RECORD NUMBER 1-5 for each of the following]
98 DON’T KNOW
99 REFUSED
A. Reliable service
B. Quality of product delivered
C. Timely repairs and service restoration
D. Courteous customer service
E. Helpful customer service
F. Controlling costs to keep prices as low as possible
G. Well managed company
H. Accurate bills
I. A company you can trust
J. Programs to help you conserve
K. Variety of ways to pay your bill, including in-person locations and on-line
L. Contributing to the community
M. Connecting your phone call to the right person the first time
N. Environmentally conscious, including offering energy efficiency, water conservation and
renewable energy (e.g., wind and solar) programs
O. High level of security for its infrastructure such as (power lines, storm drains, water pipes,
etc.)
P. Providing good value for your money
Q. Answering your billing questions accurately
R. Information and tools to help you manage your use and costs such as the utilities web
portal
S. Technology tools to make your life easier, similar to those provided by other companies,
such as banks, cell phone, cable, etc.
T. Cyber security of any personal or financial data
U. Rate plans that encourage conservation and/or using energy at off-peak times of day
V. Having employees with knowledge to answer questions and resolve problems
W. Having a presence on the web and social media to communicate issues and promote
programs and events
Q3. Fort Collins Utilities and Platte River Power Authority, the city-owned wholesale power
provider for Fort Collins, Estes Park, Longmont and Loveland, are working together to
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diversify future electricity supply to the cities to reduce greenhouse gas emissions. Please
indicate your level of agreement or disagreement with each of the following statements
using a 1 to 5 scale where 1 = Strongly Disagree, 5 = Strongly Agree and 3=neither agree
nor disagree. [ROTATE A-C]
[RECORD NUMBER 1-5]
98 DON’T KNOW
99 REFUSED
A. My organization/business supports Platte River Power Authority and Fort Collins Utilities in
the effort to reduce greenhouse gas emissions by at least 20% below 2005 levels by 2020.
B. My organization/business would like Platte River Power Authority to increase renewable
energy sources like wind and solar from 6% currently, to a level of 20% by 2020.
C. My organization would support Platte River Power Authority adding natural gas generation
to supply energy, when needed, to supplement wind and solar resources since the output
from these two resources can vary.
Q3. As the City’s Climate Action Plan aligns to make progress toward the greenhouse gas
reduction goals, how much more, if any, would your organization be willing to pay in your
monthly utility bill to support this acceleration?
Would you say…
1 0%
2 1-5%
3 6-10%
4 11 – 15%
5 More than 15%
98 DON’T KNOW
99 REFUSED
Q6. Please indicate your level of agreement or disagreement with each of the following
statements using a 1 to 5 scale where 1 = Strongly Disagree,5 = Strongly Agree and
3=neither agree nor disagree. {ROTATE A-C}
[RECORD NUMBER 1-5]
98 DON’T KNOW
99 REFUSED
A. My organization takes the time to learn more about conservation in an effort to make
better energy and/or water use decisions.
B. My organization expects the City of Fort Collins to lead the way to a clean energy future
through investment in or support of community based solutions such as solar gardens, on-
bill financing for efficiency upgrades, and contractor certification.
C. My organization supports charging more for energy used during peak periods of the day
when it costs more to generate energy.
Q7. Fort Collins Utilities emphasizes the importance of WATER efficiency and conservation
at a level that is: {ROTATE RESPONSES 1-3}
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1 Not enough
2 About right
3 Too much
98 DON’T KNOW
99 REFUSED
Q8. Fort Collins Utilities emphasizes the importance of ENERGY efficiency and
conservation at a level that is: {ROTATE RESPONSES 1-3}
1 Not enough
2 About right
3 Too much
98 DON’T KNOW
99 REFUSED
Q9. Using a 1 to 5 scale where a 1 means you are extremely DISSATISFIED, a 5 means you
are extremely SATISFIED, and a 3 means you are neither dissatisfied nor satisfied with the
utility services provided by the City please rate Fort Collins Utilities’ overall performance
as stewards of water and energy resources for your community.
[RECORD NUMBER 1-5]
98 DON’T KNOW
99 REFUSED
Q10. Using the same 1 to 5 scale {READ AS NECESSARY: Where a 1 means you are
extremely DISSATISFIED , a 5 means you are extremely SATISFIED, and a 3 means you are
neither dissatisfied nor satisfied}, please rate Fort Collins Utilities on each of the following
aspects of your ELECTRIC service: [ROTATE A-D, E ALWAYS LAST]
[RECORD NUMBER 1-5 for each of the following]
98 DON’T KNOW
99 REFUSED
What about…
A. Reliability; few outages or interruptions
B. Power quality: few voltage fluctuations or surges
C. Timeliness of electric service repair and service restoration
D. Price
E. Overall satisfaction with electric service
Q11. Please rate Fort Collins Utilities on each of the following aspects of your STORM
WATER service using the same 1-5 scale, {READ AS NECESSARY: Where a 1 means you
are extremely DISSATISFIED , a 5 means you are extremely SATISFIED, and a 3 means you
are neither dissatisfied nor satisfied}: [ROTATE A-D, E ALWAYS LAST]
[RECORD NUMBER 1-5 for each of the following]
98 DON’T KNOW
99 REFUSED
What about…
A. Protection from major floods
B. Protection from local street flooding
C. Protecting and improving urban streams
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D. Price
E. Overall satisfaction with Storm Water service
Q12. Please rate Fort Collins Utilities on each of the following aspects of your WATER
service using the same 1-5 scale, {READ AS NECESSARY: Where a 1 means you are
extremely DISSATISFIED , a 5 means you are extremely SATISFIED, and a 3 means you are
neither dissatisfied nor satisfied}:[ROTATE A-E, F ALWAYS LAST]
[RECORD NUMBER 1-5 for each of the following]
98 DON’T KNOW
99 REFUSED
What about…
A. Reliability, few water service interruptions
B. Taste of the water
C. Safety of the drinking water
D. Quality of the water: pure and clean
E. Price
F. Overall satisfaction with Water service
Q13. Please rate Fort Collins Utilities on each of the following aspects of your
WASTEWATER or SEWER SERVICE on the same 1-5 scale, {READ AS NECESSARY:
Where a 1 means you are extremely DISSATISFIED , a 5 means you are extremely
SATISFIED, and a 3 means you are neither dissatisfied nor satisfied}: [ROTATE A-C, D
ALWAYS LAST]
[RECORD NUMBER 1-5 for each of the following]
98 DON’T KNOW
99 REFUSED
What about…
A. Reliability, few backups caused by the utility
B. Controlling odors at wastewater treatment facilities
C. Price
D. Overall satisfaction with Wastewater service
Q14. Thinking about your utility services overall - and again using the same 1 – 5 scale
[READ AS NECESSARY: Where a 1 means you are extremely DISSATISFIED , a 5 means
you are extremely SATISFIED, and a 3 means you are neither dissatisfied nor satisfied}:
please rate Fort Collins Utilities for their performance on each of the following: [REPEAT
SCALE AS NECESSARY; ROTATE A-X, Y ALWAYS LAST]
[RECORD NUMBER 1-5 for each of the following]
98 DON’T KNOW
99 REFUSED
A. The courteousness of customer service
B. The helpfulness of customer service
C. Informing you about repairs and maintenance and when issues are resolved
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D. Contributions to the community/Involvement in the community
E. Connecting your phone call to the right person quickly
F. Accuracy of answering billing questions
G. Reliability of services (number of interruptions)
H. Opportunities to participate in conservation programs
I. The overall management of the utility
J. Controlling costs to keep rates competitive
K. Trustworthiness
L. Environmental stewardship, including offering energy efficiency, water conservation and
renewable energy (e.g., wind) programs
M. Quality electric and water service
N. Accuracy of bills
O. The quality of electric and water service.
P. Convenience of bill payment options, including in-person locations and online
Q. The value of services for the money you pay
R. The level of security used to protect the utility’s infrastructure, such as power lines,
pipes, etc.
S. Information and tools provided to help you manage your use and costs
T. Technology tools, similar to those used by banks, cell phone or cable companies
U. Online security provided to protect your personal and financial data
V. Practices used to reduce the utility’s carbon footprint
W. Availability of lower rate plans that encourage conservation and/or energy use at off-
peak times of day
X. Employee knowledge
Y. Overall satisfaction for Fort Collins Utilities
Our last questions are about you and your organization/business. All of your responses to
this survey are completely anonymous and will be reported in a group form only.
Q15. How many employees of your organization work at this facility?
1 1-5
2 6-10
3 11-19
4 20-99
5 100-499
6 500 or more
98 DON’T KNOW
99 REFUSED
Q16. How long has your company been at its current location?
1 Less than 1 year
2 1-2 Years
3 3-5 Years
4 6-10 Years
5 11-20 Years
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6 More than 20 Years
98 DON’T KNOW
99 REFUSED
Q17. What was the last grade in school you had the opportunity to complete?
1 Less than HS degree
2 HS graduate, vocational education
3 Some college
4 College graduate
5 Post graduate degree or study
98 DON’T KNOW
99 REFUSED
Q18. Do you have any other comments you would like to provide regarding Fort Collins
Utilities?
1 No
2 Yes [SPECIFY]
That is all of the questions I have for you today. Thanks for your time!
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2015 Residential Customer Survey – City of Fort Collins Utilities
Hello, I am _________________ from ___________, a survey research company. We are
conducting a research study on behalf of Fort Collins Utilities, asking customers about the
utility services you receive. We are only interested in your opinions and at no time will I
attempt to sell you anything. Your responses are anonymous and will be reported in group
form only. (READ IF NECESSARY: Depending on your answers, this survey should take
no more than 15 minutes.)
____________________________________________________________________________
S1. [CELL ONLY] Before I continue, are you in a safe place to talk on your phone,
specifically not currently driving? [INTERVIEWER NOTE: EVEN IF THE RESPONDENT IS
OK WITH TAKING THE SURVEY WHILE DRIVING, WE CANNOT CONTINUE WITH THE
SURVEY.]
1 Yes – in safe place/not driving [CONTINUE]
2 No – not safe/driving [ARRANGE CALLBACK]
S2. {CELL ONLY} Are you at least 18 years old?
1 Yes [PROCEED TO S4]
2 No [THANK AND TERMINATE]
S3. [LANDLINE ONLY] We need to complete this questionnaire if you are the adult (age
18 or older) in the household who most recently had a birthday. The adult's year of birth
does not matter. Is that you?...
3 Yes {PROCEED TO S4}
4 No May I speak with that person?
A. Yes {REPEAT FIRST PARAGRAPH WITH NEW PERSON, THEN GO
TO S4}
B. No/not here {ARRANGE CALLBACK}
S4. Do you live within the City limits of the City of Fort Collins?
1 YES
2 NO [THANK AND TERMINATE]
98 DON’T KNOW [THANK AND TERMINATE]
99 REFUSED [THANK AND TERMINATE]
S5. Fort Collins Utilities provides utility services to residents of City of Fort Collins. Do
you receive utility services from the City of Fort Collins?
1 Yes {CONTIN,UE}
2 No {TERMINATE}
98 Don’t know {TERMINATE}
99 Refused {TERMINATE}
S6. Please tell me the Utility services you receive from the City of Fort Collins. {READ
LIST AS NECESSARY; What about…}
1 Electric Service
2 Water Service
3 Wastewater /Sewer Service
4 Storm Water / Drainage Service
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5 Natural Gas
6 None {THANK AND TERMINATE}
98 DON’T KNOW/NOT AWARE [THANK AND TERMINATE]
99 REFUSED
QA. [DO NOT READ] ENTER GENDER (OBSERVATION)
1 Male
2 Female
98 DON’T KNOW
Q1. First, I would like to ask you about your OVERALL SATISFACTION of the City of
Fort Collins Utilities as a residential customer. Please use a 1-TO-5 scale where a ONE
means you are extremely DISSATISFIED, a FIVE means you are extremely SATISFIED, and
a THREE means you are neither dissatisfied nor satisfied with the utility services provided
by the City. You can use any number from one to five. On this scale, what is your
OVERALL SATISFACTION of Fort Collins Utilities? {REPEAT SCALE AS NECESSARY}
[RECORD NUMBER 1-5]
98 DON’T KNOW
99 REFUSED
Q2. If you could choose your utility provider, how important would each of the following
factors be to you in making that selection? Please use a scale of I to 5, where 1=Not at all
Important and 5=Very Important {REPEAT SCALE AS NECESSARY; ROTATE A-V}
[RECORD NUMBER 1-5 for each of the following]
98 DON’T KNOW
99 REFUSED
X. Reliable service
Y. Quality of product delivered
Z. Timely repairs and service restoration
AA. Courteous and helpful customer service
BB. Controlling costs to keep prices as low as possible
CC. Well managed company
DD. Accurate bills
EE. A company you can trust
FF. Programs to help you conserve
GG. Variety of ways to pay your bill, including in-person locations and on-line
HH. Contributing to the community
II. Connecting your phone call to the right person the first time
JJ. Environmentally conscious, including offering energy efficiency, water conservation and
renewable energy (e.g., wind and solar) programs
KK. High level of security for its infrastructure such as (power lines, storm drains, water pipes,
etc.
LL. Providing good value for your money
MM. Answering your billing questions accurately
NN. Information and tools to help you manage your use and costs such as the utilities web
portal
OO. Technology tools to make your life easier, similar to those provided by other
companies, such as banks, cell phone, cable, etc.
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PP. Cyber security of any personal or financial data
QQ. Rate plans that encourage conservation and/or using energy at off-peak times of day
RR. Having employees with knowledge to answer questions and resolve problems
SS. Having a presence on the web and social media to communicate issues and promote
programs and events
Q3. Earlier this year, Fort Collins City Council adopted aggressive goals toward reducing
community greenhouse gas emissions. In an effort to make quicker progress toward
these goals, how much more per month, if any, would you be willing to pay for your
electricity portion of your bill?
1 $0
2 $1-$2
3 $3-$5
4 $6 – $10
5 More than $10
98 DON’T KNOW
99 REFUSED
Q6. Using a scale of 1 to 5, where 1 = Strongly Disagree, 5 = Strongly Agree and 3=neither
agree nor disagree, please indicate your level of agreement or disagreement with each of
the following statements: {REPEAT SCALE AS NECESSARY; ROTATE A-D}
[RECORD NUMBER 1-5 for each of the following]
98 DON’T KNOW
99 REFUSED
A. I take the time to learn more about conservation in an effort to make better energy and/or
water use decisions
B. I am interested in using new energy efficiency devices such as programmable thermostats
and energy use displays.
C. I expect the City of Fort Collins to lead the way to a clean energy future through
investment in or support of community based solutions.
D. I support charging more for energy used during peak periods of the day when it costs
more to generate energy.
Q7. Do you feel that Fort Collins Utilities emphasizes the importance of WATER efficiency
and conservation at a level that is: {ROTATE RESPONSES 1-3}
1 Not enough
2 About right
3 Too much
98 DON’T KNOW
99 REFUSED
Q8. Do you feel that Fort Collins Utilities emphasizes the importance of ENERGY efficiency
and conservation at a level that is: {ROTATE RESPONSES 1-3}
1 Not enough
2 About right
3 Too much
98 DON’T KNOW
99 REFUSED
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Q9. Using a 1 to 5 scale where a 1 means you are extremely DISSATISFIED , a 5 means you
are extremely SATISFIED, and a 3 means you are neither dissatisfied nor satisfied with the
utility services provided by the City, please rate Fort Collins Utilities’ overall performance
as stewards of water and energy resources for your community.
[RECORD NUMBER 1-5]
98 DON’T KNOW
99 REFUSED
Q10. Using the same 1 to 5 scale {READ AS NECESSARY: Where a 1 means you are
extremely DISSATISFIED , a 5 means you are extremely SATISFIED, and a 3 means you are
neither dissatisfied nor satisfied}, please rate Fort Collins Utilities on each of the following
aspects of your ELECTRIC service: [ROTATE A-D, E ALWAYS LAST]
[RECORD NUMBER 1-5 for each of the following]
98 DON’T KNOW
99 REFUSED
What about…
A. Reliability: few outages or interruptions]
B. Power quality: few voltage fluctuations or surges
C. Timeliness of electric service repair and service restoration
D. Price
E. Overall satisfaction with electric service
Q11. Please rate Fort Collins Utilities on each of the following aspects of your STORM
WATER service using the same 1-5 scale, {READ AS NECESSARY: Where a 1 means you
are extremely DISSATISFIED , a 5 means you are extremely SATISFIED, and a 3 means you
are neither dissatisfied nor satisfied}: [ROTATE A-D, E ALWAYS LAST]
[RECORD NUMBER 1-5 for each of the following]
98 DON’T KNOW
99 REFUSED
What about…
A. Protection from major floods
B. Protection from local street flooding
C. Protecting and improving urban streams
D. Price
E. Overall satisfaction with Storm Water service
Q12. Please rate Fort Collins Utilities on each of the following aspects of your WATER
service using the same 1-5 scale, {READ AS NECESSARY: Where a 1 means you are
extremely DISSATISFIED , a 5 means you are extremely SATISFIED, and a 3 means you are
neither dissatisfied nor satisfied}: [ROTATE A-E, D ALWAYS LAST]:
[RECORD NUMBER 1-5 for each of the following]
98 DON’T KNOW
99 REFUSED
What about…
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A. Reliability, few water service interruptions
B. Taste of the water
C. Safety of the drinking water
D. Quality of the water: pure and clean
E. Price
F. Overall satisfaction with Water service
Q13. Please rate Fort Collins Utilities on each of the following aspects of your
WASTEWATER or SEWER SERVICE using the same 1-5 scale, {READ AS NECESSARY:
Where a 1 means you are extremely DISSATISFIED , a 5 means you are extremely
SATISFIED, and a 3 means you are neither dissatisfied nor satisfied}: [ROTATE A-D, E
ALWAYS LAST]:
[RECORD NUMBER 1-5 for each of the following]
98 DON’T KNOW
99 REFUSED
What about…
A. Reliability, few backups caused by the utility
B. Controlling odors at wastewater treatment facilities
C. Price
D. Overall satisfaction with Wastewater service
Q14. Thinking about your utility services overall - and again using the –the same 1-5 scale,
[READ AS NECESSARY: Where a 1 means you are extremely DISSATISFIED , a 5 means
you are extremely SATISFIED, and a 3 means you are neither dissatisfied nor satisfied}:]
please rate Fort Collins Utilities for their performance on each of the following: [REPEAT
SCALE AS NECESSARY; ROTATE A-V, W ALWAYS LAST]
[RECORD NUMBER 1-5 for each of the following]
98 DON’T KNOW
99 REFUSED
A. Providing courteous and helpful customer service
B. Keeping you informed about repairs and maintenance and when things are fixed
C. Contributing to the community
D. Connecting your phone call to the right person quickly
E. Answering your billing questions quickly
F. Providing highly reliable service with few interruptions
G. Offering programs to help you conserve
H. Running a well-managed company
I. Controlling costs to keep rates as low as possible
J. Being a company you can trust
K. Being environmentally conscious, including offering energy efficiency, water
conservation and renewable energy (e.g., wind) programs
L. Providing high quality electric and water service.
M. Providing accurate bills
N. Offering convenient bill payment options including in-person locations and on-line
O. Providing good value for your money
P. Providing a high level of security to protect its infrastructure
Q. Providing information and tools to help you manage use and costs
R. Offering useful technology tools, similar to those you may have with other service
providers such as banks, cell phone or cable company
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S. Practicing good cyber security to protect your personal and financial data
T. Practicing innovation to achieve carbon reduction goals
U. Offering lower rate plans that encourage conservation and/or energy use at off-peak
times of day
V. Having employees with knowledge to answer questions and resolve problems
W. Overall satisfaction for Fort Collins Utilities
Original wording, Agree/disagree scale Revised wording, Satisfied/dissatisfied scale
Providing courteous and helpful customer
service
The courteousness and helpfulness of customer service
[NOTE: I realize that you'd like to potentially compare
this evaluation with the importance rating in q2.
However, this question is double-barreled and I would
recommend splitting it into two items: 1) courteousness
and 2) helpfulness. For example, a respondent could
feel that the customer representative was courteous but
not helpful, or vice versa.]
Keeping you informed about repairs and
maintenance and when things are fixed
Informing you about repairs and maintenance and when
issues are resolved
Contributing to the community
Contributions to the community/Involvement in the
community
Connecting your phone call to the right person
quickly
[NO CHANGE] Connecting your phone call to the right
person quickly
Answering your billing questions quickly
/xxaccurately Timeliness/xxAccuracy of answering billing questions
Providing reliable service with few
interruptions Reliability of services (number of interruptions)
Offering programs to help you conserve Opportunities to participate in conservation programs
Running a well-managed company The overall management of the utility
Controlling costs to keep rates as low as
possible
[NO CHANGE] Controlling costs to keep rates as low as
possible
Being a company you can trust Trustworthiness
Being environmentally conscious, including
offering energy efficiency, water conservation
and renewable energy (e.g., wind) programs
Environmental stewardship, including offering energy
efficiency, water conservation and renewable energy
(e.g., wind) programs
Providing high quality electric and water
service.
[I would actually remove this item since we ask about
the overall quality of these services in questions 10 and
12]
Providing accurate bills Accuracy of bills
Offering convenient bill payment options
including in-person locations and on-line
Convenience of bill payment options, including in-
person locations and online
Providing good value for your money The value of services for the money you pay
Providing a high level of security to protect its
infrastructure
The level of security used to protect the utility’s
infrastructure, such as power lines, pipes, etc. (xxsome
Providing information and tools to help you
manage use and costs
Information and tools provided to help you manage your
use and costs
Offering useful technology tools, similar to
those you may have with other service
providers such as banks, cell phone or cable
company
Technology tools, similar to those used by banks, cell
phone or cable companies
Practicing good cyber security to protect my
personal and financial data
Online security provided to protect your personal and
financial data [Again, I don’t think respondents will be
able to evaluate this as this seems like a “behind the
scenes” service, so I’d consider deleting.]
Practicing innovation to achieve carbon
reduction goals Practices used to reduce the utility’s carbon footprint
Offering rate plans that encourage
conservation and/or energy use at off-peak
times of day
Availability of lower rate plans that encourage
conservation and/or energy use at off-peak times of day
Having employees with knowledge to answer
questions and resolve problems Employee knowledge
Overall grade for Fort Collins Utilities
[This would have to be a separate question] If you were
to give a grade to Fort Collins Utilities overall, what
grade would you give? [RESPONSE OPTIONS: A, B,
C, D or F}
Our last questions are about you and your household. All of your responses to this survey
are completely anonymous and will be reported in a group form only.
Q15. Please stop me when I reach the category that includes your age. [READ LIST]
1 18 to 24 years
2 25 to 34 years
3 35 to 44 years
4 45 to 54 years
5 55 to 64 years
6 65 years and over
98 DON’T KNOW
99 REFUSED
Q16. Are there any children under the age of 18 living in your household?
1 No
2 Yes
98 DON’T KNOW
99 REFUSED
Q17. Are you currently a full- or part-time student at a college or university in Fort Collins?
1 No
2 Yes
98 DON’T KNOW
99 REFUSED
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Q18. Do you own or rent your primary residence in Fort Collins?
1 Own
2 Rent
98 DON’T KNOW
99 REFUSED
Q19. What was the last grade in school you had the opportunity to complete? [READ LIST
AS NECESSARY]
1 Less than HS degree
2 HS graduate, vocational education
3 Some college
4 College graduate
5 Post graduate degree or study
98 DON’T KNOW
99 REFUSED
Q20. Most Americans consider themselves white, African American, Arab American,
Hispanic, Asian, or something else. How do you classify yourself?
1 White
2 African American
3 Arab American
4 Hispanic/Spanish-American
5 Asian
6 Native American/Indian
7 Other [SPECIFY]
98 DON’T KNOW
99 REFUSED
Q21. May I please have your zip code? [READ AS NECESSARY: This is for reporting
purposes only. Responses are anonymous and will be reported in group form only.]
Q22. Do you have any other comments you would like to provide regarding the City of Fort
Collins Utilities?
1 No
2 Yes [SPECIFY]
Q23. Fort Collins Utilities is interested in its customers' opinions. Would you be interested
in sharing your email address with the utility? Fort Collins Utilities will send you an email
asking you to participate in future research.
1 No
2 Yes [RECORD EMAIL:__________________]
That is all of the questions I have for you today. Thanks for your time!
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2955 Valmont Road Suite 300 • Boulder, CO 80301
303-444-7863 • nrc@n-r-c.com •www.n-r-c.com
FORT COLLINS UTILITIES
CUSTOMER SERVICE SURVEYS
Report of Results
JANUARY 2016
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Prepared by National Research Center, Inc.
Fort Collins, CO • Fort Collins Utility Customer Service Surveys • 2016
Contents
Executive Summary ..................................................................................................... 1
Tables of Results .......................................................................................................... 3
Complete Set of Survey Responses ............................................................................ 26
Appendix A: Comparisons of Ratings by Consumer Type ............................................ 54
Appendix B: Subgroup Comparisons for Selected Survey Questions ........................... 59
Appendix C: Survey Methodology .............................................................................. 93
Appendix D: Interview Scripts .................................................................................... 97
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Prepared by National Research Center, Inc.
Fort Collins, CO • Fort Collins Utility Customer Service Surveys • 2016
1
Executive Summary
Survey Background
• In 2015 the City of Fort Collins contracted with National Research Center, Inc. (NRC) to administer
three surveys to residential, business and key account customers of Fort Collins Utilities to assess the
quality of and satisfaction with electric, water, waste water/sewer and storm water services provided to
Fort Collins consumers.
• The Fort Collins Customer Service Surveys were administered to 600 residential customers, 200
small/medium business consumers and 10 key account businesses, identified by Fort Collins utilities,
for a response rate of 4% and 6%, respectively.
• The highlights that follow discuss results in terms of positive ratings. Each question received a scale
from 1 to 5, where 1 represented “extremely dissatisfied,” “strongly disagree” or “not at all important”
and 5 indicated “extremely satisfied,” “strongly agree,” or “very important” and 3 represented a
“neither” response. The positive ratings discussed represent respondents who gave a rating of 4 or 5.
• The margin of error is plus or minus four percentage points around any given percentage point for all
residential respondents and plus or minus seven percentage points for the small/medium business
respondents. Given the small number of respondents for the key accounts, a margin of error cannot
be calculated; however, the findings should be thought of as indicative of what other similar
respondents might say, but caution should be used when generalizing the findings to the larger
population.
• When a table for a question that only permitted a single response does not total to exactly 100%, it is
due to the customary practice of rounding values to the nearest whole number.
Fort Collins Utilities Customer Service Survey Highlights
Most respondents are satisfied with services provided by Fort Collins Utilities.
• When asked about their overall satisfaction with Fort Collins Utilities, most Fort Collins residents and
small/medium business respondents gave positive reviews (86% for each subgroup gave a rating of a 4
or 5-extremely satisfied) , while all key accounts (100%) reported that they were satisfied).
• Respondents were asked which factors were the most important in choosing a utility provider if they
had a choice. At least 95% of respondents from all three customer groups indicated that reliable
service, timely repairs and service restoration, accurate bills, a company you can trust and providing
good value for the money were important or very important. Only about 4 in 10 of residents and
small/medium business respondents and 6 in 10 key account managers indicated that having a
presence on the web and social media to communicate issues and promote programs and events was
important.
• Utility customers were also asked to rate Fort Collins Utilities’ performance on a variety of aspects.
Residents were most pleased with the reliability of services, trustworthiness and the quality of electric
and water service, with at least 9 in 10 rating these aspects as 4 or 5-extremely satisfied. Small/medium
business respondents tended to rate these factors highly as well, but were also very satisfied with the
courteousness and helpfulness of customer service, accuracy of bills and the convenience of bill
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Prepared by National Research Center, Inc.
Fort Collins, CO • Fort Collins Utility Customer Service Surveys • 2016
2
payment options. All key account managers were satisfied with the reliability of services, opportunities
to participate in conservation programs, controlling costs to keep rates competitive, environmental
stewardship and the quality of electric and water services. The lowest rated aspects of Fort Collins
Utilities by residents and business respondents were opportunities to participate in conservation
programs and the availability of rate plans that encourage conservations and/or energy use at off-peak
times of day.
Many respondents are pleased with conservation efforts made by Fort Collins Utilities.
• About three-quarters or more of all respondents were satisfied with Fort Collins Utilities’ performance
as stewards of water and energy resources for the community.
• At least 7 in 10 of residents, business consumers and key account managers indicated that Fort Collins
Utilities was emphasizing the importance of water and energy efficiency and conservation at a level
that was about right. Less than 1 in 10 of all respondents reported that the company was doing too
much.
Customers gave high marks to all Fort Collins Utilities’ services.
• About 9 in 10 residents reported high satisfaction with their electric, water and waste water services
and 8 in 10 gave high marks to their storm water service. For small/medium business respondents,
satisfaction ranged from 70% (storm water) to 92% for water service. All key account managers
indicated that they were satisfied with most of their services; 90% were satisfied with storm water
service.
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Prepared by National Research Center, Inc.
Fort Collins, CO • Fort Collins Utility Customer Service Surveys • 2016
3
Tables of Results
The following pages contain a complete set of responses to each question on the survey, excluding the
“don’t know” and “refused” responses.
Survey Results for Residential Customer Survey
Table 1: Utility Provider
Please tell me who your provider is for each of the
following utilities:
City of Fort Collins/Fort Collins
Utility
Other
Provider Total
Electric Service 76% N=393 24% N=125 100% N=517
Water Service 81% N=368 19% N=84 100% N=452
Wastewater/Sewer Service 78% N=328 22% N=93 100% N=421
Table 2: Question 1
Overall satisfaction with Fort Collins Utilities Percent Number
Extremely dissatisfied-1 2% N=9
2 2% N=11
3 11% N=63
4 35% N=207
Extremely satisfied-5 51% N=299
Total 100% N=589
Table 3: Question 2
If you could choose your utility
provider, how important
would each of the following
factors be to you in making
that selection?
Not at all
important-1 2 3 4
Very
important-5 Total
Reliable service 0% N=2 0% N=1 1% N=8 12% N=72 86% N=516 100% N=599
Quality of product delivered 1% N=4 1% N=4 3% N=21 16% N=97 79% N=468 100% N=594
Timely repairs and service
restoration 1% N=3 0% N=1 4% N=23 20% N=119 75% N=444 100% N=591
Courteous customer service 1% N=5 0% N=3 8% N=49 28% N=165 63% N=375 100% N=596
Helpful customer service 0% N=2 2% N=10 6% N=35 26% N=154 66% N=395 100% N=597
Controlling costs to keep
prices as low as possible 0% N=2 2% N=11 6% N=38 23% N=135 69% N=411 100% N=597
Well managed company 1% N=3 0% N=2 8% N=48 26% N=153 65% N=389 100% N=596
Accurate bills 0% N=2 0% N=3 2% N=11 9% N=54 88% N=527 100% N=597
A company you can trust 0% N=3 1% N=4 4% N=21 17% N=100 79% N=471 100% N=599
Programs to help you conserve 3% N=16 5% N=29 21% N=122 33% N=195 39% N=231 100% N=593
Variety of ways to pay your
bill, including in-person
locations and on-line 3% N=15 6% N=37 16% N=95 32% N=192 43% N=254 100% N=593
Contributing to the
community 3% N=18 5% N=27 18% N=106 34% N=201 40% N=240 100% N=592
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If you could choose your utility
provider, how important
would each of the following
factors be to you in making
that selection?
Not at all
important-1 2 3 4
Very
important-5 Total
Connecting your phone call to
the right person the first time 0% N=2 2% N=15 12% N=71 29% N=174 56% N=335 100% N=596
Environmentally conscious,
including offering energy
efficiency, water conservation
and renewable energy (e.g.,
wind and solar) programs 3% N=16 2% N=12 15% N=87 23% N=140 57% N=343 100% N=597
High level of security for its
infrastructure such as power
lines, storm drains, water
pipes, etc. 0% N=3 2% N=12 9% N=53 25% N=149 64% N=377 100% N=594
Providing good value for your
money 0% N=3 0% N=3 3% N=16 18% N=109 78% N=468 100% N=598
Answering your billing
questions accurately 0% N=1 1% N=7 4% N=23 17% N=98 78% N=464 100% N=593
Information and tools to help
you manage your use and
costs such as the utilities web
portal 4% N=25 8% N=44 27% N=154 30% N=174 31% N=181 100% N=578
Technology tools to make your
life easier, similar to those
provided by other companies,
such as banks, cell phone,
cable, etc. 3% N=17 7% N=43 24% N=142 32% N=190 33% N=195 100% N=586
Cyber security of any personal
or financial data 1% N=5 2% N=12 3% N=19 10% N=61 84% N=496 100% N=592
Rate plans that encourage
conservation and/or using
energy at off-peak times of
day 3% N=18 5% N=32 19% N=112 28% N=167 44% N=263 100% N=593
Having employees with
knowledge to answer
questions and resolve
problems 0% N=3 1% N=5 7% N=43 24% N=142 68% N=403 100% N=595
Having a presence on the web
and social media to
communicate issues and
promote programs and events 13% N=75 15% N=89 33% N=196 20% N=119 18% N=108 100% N=588
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Fort Collins, CO • Fort Collins Utility Customer Service Surveys • 2016
5
Table 4: Question 3
Earlier this year, Fort Collins City Council adopted aggressive goals toward reducing community
greenhouse gas emissions. In an effort to make quicker progress toward these goals, how much
more per month, if any, would you be willing to pay for your electricity portion of your bill? Percent Number
$0 35% N=156
$1-2 21% N=91
$3-5 25% N=111
$6-10 12% N=55
More than $10 6% N=26
Total 100% N=439
This question was asked only of those who reported they received electric service from Fort Collins Utilities.
Table 5: Question 4
Please indicate your level of
agreement with each of the
following statements:
Strongly
disagree-1 2 3 4
Strongly
agree-5 Total
I take the time to learn more
about conservation in an effort
to make better energy and/or
water use decisions 5% N=27 8% N=45 26% N=153 29% N=175 33% N=195 100% N=596
I am interested in using new
energy efficiency devices such
as programmable thermostats
and energy use displays 7% N=39 4% N=25 15% N=90 29% N=170 45% N=267 100% N=590
I expect the City of Fort Collins
to lead the way to a clean
energy future through
investment in or support of
community based solutions 5% N=27 3% N=17 21% N=127 32% N=187 40% N=235 100% N=593
I support charging more for
energy used during peak
periods of the day when it
costs more to generate energy 17% N=100 11% N=65 27% N=160 25% N=147 20% N=118 100% N=590
Table 6: Question 5
Fort Collins Utilities emphasizes the importance of WATER efficiency and conservation at a level that
is: Percent Number
Not enough 19% N=106
About right 74% N=414
Too much 7% N=41
Total 100% N=561
Table 7: Question 6
Fort Collins Utilities emphasizes the importance of ENERGY efficiency and conservation at a level
that is: Percent Number
Not enough 13% N=77
About right 79% N=455
Too much 7% N=43
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Fort Collins Utilities emphasizes the importance of ENERGY efficiency and conservation at a level
that is: Percent Number
Total 100% N=575
Table 8: Question 7
Fort Collins Utilities’ overall performance as stewards of water and energy resources for your
community Percent Number
Extremely dissatisfied-1 2% N=13
2 2% N=13
3 16% N=95
4 44% N=257
Extremely satisfied-5 35% N=202
Total 100% N=581
Table 9: Question 8
Please rate Fort Collins
Utilities on each of the
following aspects of your
ELECTRIC service:
Extremely
dissatisfied-1 2 3 4
Extremely
satisfied-5 Total
Reliability; few outages or
interruptions 0% N=0 1% N=7 5% N=25 24% N=111 70% N=329 100% N=472
Power quality: few voltage
fluctuations or surges 0% N=0 2% N=10 7% N=33 26% N=121 65% N=300 100% N=464
Timeliness of electric service
repair and service restoration 0% N=0 2% N=9 13% N=51 30% N=121 55% N=224 100% N=405
Price 6% N=26 6% N=27 23% N=105 39% N=174 26% N=116 100% N=448
Overall satisfaction with
electric service 0% N=2 1% N=6 7% N=34 32% N=150 59% N=283 100% N=475
This question was asked only of those who reported they received electric service from Fort Collins Utilities.
Table 10: Question 9
Please rate Fort Collins
Utilities on each of the
following aspects of your
STORM WATER service:
Extremely
dissatisfied-1 2 3 4
Extremely
satisfied-5 Total
Protection from major floods 2% N=9 2% N=13 20% N=107 35% N=187 40% N=213 100% N=530
Protection from local street
flooding 2% N=8 6% N=33 20% N=109 34% N=181 38% N=205 100% N=536
Protecting and improving
urban streams 2% N=10 3% N=17 22% N=112 36% N=182 36% N=178 100% N=499
Price 5% N=23 6% N=31 24% N=118 41% N=205 24% N=122 100% N=499
Overall satisfaction with
Storm Water service 2% N=9 2% N=10 16% N=88 43% N=238 37% N=203 100% N=548
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Fort Collins, CO • Fort Collins Utility Customer Service Surveys • 2016
7
Table 11: Question 10
Please rate Fort Collins
Utilities on each of the
following aspects of your
WATER service:
Extremely
dissatisfied-1 2 3 4
Extremely
satisfied-5 Total
Reliability, few water service
interruptions 0% N=2 1% N=3 6% N=29 19% N=98 74% N=376 100% N=507
Taste of the water 0% N=0 2% N=8 9% N=47 24% N=126 65% N=333 100% N=513
Safety of the drinking water 1% N=4 1% N=4 5% N=26 22% N=109 72% N=357 100% N=499
Quality of the water: pure and
clean 0% N=1 1% N=7 5% N=27 22% N=115 71% N=360 100% N=510
Price 4% N=18 5% N=25 19% N=87 39% N=177 33% N=149 100% N=456
Overall satisfaction with
Water service 1% N=4 1% N=4 5% N=27 28% N=147 65% N=333 100% N=515
This question was asked only of those who reported they received water service from Fort Collins Utilities.
Table 12: Question 11
Please rate Fort Collins Utilities
on each of the following
aspects of your WASTEWATER
or SEWER SERVICE :
Extremely
dissatisfied-1 2 3 4
Extremely
satisfied-5 Total
Reliability, few backups caused
by the utility 1% N=4 1% N=4 10% N=47 24% N=118 65% N=314 100% N=487
Controlling odors at
wastewater treatment facilities 1% N=3 3% N=13 16% N=73 29% N=128 51% N=230 100% N=447
Price 4% N=16 5% N=22 21% N=87 36% N=153 34% N=143 100% N=421
Overall satisfaction with
Wastewater service 1% N=4 1% N=3 10% N=50 33% N=164 55% N=275 100% N=496
This question was asked only of those who reported they received waste water or sewer service from Fort Collins Utilities.
Table 13: Question 12
Please rate Fort Collins
Utilities for their performance
on each of the following:
Extremely
dissatisfied-1 2 3 4
Extremely
satisfied-5 Total
The courteousness of
customer service 0% N=1 3% N=14 10% N=52 27% N=147 61% N=331 100% N=545
The helpfulness of customer
service 1% N=3 2% N=9 11% N=58 35% N=190 52% N=281 100% N=541
Informing you about repairs
and maintenance and when
issues are resolved 3% N=14 4% N=20 18% N=97 31% N=169 45% N=242 100% N=542
Contributions to the
community 2% N=12 3% N=17 22% N=113 36% N=186 37% N=191 100% N=519
Connecting your phone call to
the right person quickly 1% N=4 2% N=9 16% N=84 34% N=176 48% N=252 100% N=525
Accuracy of answering billing
questions 1% N=5 2% N=9 14% N=73 27% N=143 56% N=296 100% N=524
Prepared by National Research Center, Inc.
Fort Collins, CO • Fort Collins Utility Customer Service Surveys • 2016
8
Please rate Fort Collins
Utilities for their performance
on each of the following:
Extremely
dissatisfied-1 2 3 4
Extremely
satisfied-5 Total
Reliability of services (number
of interruptions) 0% N=1 1% N=6 4% N=25 26% N=152 69% N=406 100% N=589
Opportunities to participate in
conservation programs 3% N=18 5% N=29 25% N=142 35% N=199 31% N=176 100% N=564
The overall management of
the utility 1% N=8 2% N=9 10% N=59 38% N=218 48% N=277 100% N=571
Controlling costs to keep rates
as low as possible 5% N=25 4% N=23 20% N=114 37% N=205 34% N=190 100% N=557
Trustworthiness 1% N=5 2% N=12 7% N=41 34% N=200 56% N=323 100% N=582
Environmental stewardship,
including offering energy
efficiency, water conservation
and renewable energy (e.g.,
wind) programs 2% N=9 4% N=24 17% N=98 36% N=205 40% N=226 100% N=562
The quality electric and water
service 0% N=1 1% N=4 6% N=38 28% N=166 65% N=384 100% N=593
Accuracy of bills 0% N=2 2% N=9 9% N=50 27% N=157 62% N=356 100% N=574
Convenience of bill payment
options, including in-person
locations and online 2% N=9 3% N=15 12% N=71 30% N=175 53% N=309 100% N=579
The value of services for the
money you pay 2% N=15 3% N=17 12% N=70 40% N=234 43% N=248 100% N=583
The level of security used to
protect the utility’s
infrastructure, such as power
lines, pipes, etc. 1% N=4 2% N=12 14% N=74 36% N=190 46% N=242 100% N=523
Information and tools
provided to help you manage
your use and costs 2% N=13 5% N=26 17% N=97 35% N=198 42% N=237 100% N=571
Technology tools, similar to
those used by banks, cell
phone or cable companies 2% N=9 4% N=22 22% N=116 40% N=208 33% N=172 100% N=527
Online security provided to
protect your personal and
financial data 1% N=8 2% N=8 9% N=49 33% N=175 54% N=287 100% N=526
Practices used to reduce the
utility’s carbon footprint 3% N=13 3% N=13 22% N=113 40% N=206 34% N=175 100% N=519
Availability of rate plans that
encourage conservation
and/or energy use at off-peak
times of day 4% N=20 7% N=40 21% N=113 37% N=200 31% N=171 100% N=544
Employee knowledge 1% N=4 2% N=9 10% N=54 38% N=202 49% N=258 100% N=527
Overall satisfaction with Fort
Collins Utilities 2% N=12 0% N=2 7% N=41 38% N=224 52% N=304 100% N=582
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Table 14: Respondent Gender
Gender Percent Number
Female 51% N=302
Male 49% N=295
Total 100% N=597
Table 15: Respondent Age
Please stop me when I reach the category that includes your age. Percent Number
18 to 24 27% N=157
25-34 17% N=101
35-44 15% N=89
45-54 16% N=92
55-64 9% N=53
65 years and over 15% N=85
Total 100% N=578
Table 16: Presence of Children under 18
Are there any children under the age of 18 living in your household? Percent Number
No 73% N=424
Yes 27% N=154
Total 100% N=579
Table 17: Student Status
Are you currently a full- or part-time student at a college or university in Fort Collins? Percent Number
No 72% N=416
Yes 28% N=164
Total 100% N=580
Table 18: Housing Tenure
Do you own or rent your primary residence in Fort Collins? Percent Number
Own 46% N=266
Rent 54% N=309
Total 100% N=575
Table 19: Respondent Education Level
What was the last grade in school you had the opportunity to complete? Percent Number
Less than HS degree 2% N=14
HS graduate, vocational education 11% N=61
Some college 34% N=195
College graduate 34% N=197
Post graduate degree or study 19% N=107
Total 100% N=573
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Table 20: Respondent Race
Are you of Spanish, Hispanic or Latino origin? Percent Number
No 91% N=518
Yes 9% N=54
Total 100% N=572
Table 21: Respondent Ethnicity
Which one or more of the following would you say is your race? Percent Number
American Indian or Alaskan Native 1% N=7
Asian, Asian Indian or Pacific Islander 2% N=12
Black or African American 2% N=12
White 88% N=502
Other 6% N=35
Total 100% N=568
Total may exceed 100% as respondents could select more than one option.
Table 22: Respondent Zip Code
May I please have your zip code? Percent Number
80521 28% N=163
80524 15% N=86
80525 27% N=157
80526 24% N=142
80528 6% N=33
Total 100% N=580
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Survey Results for Small/Medium Business Customer Survey
Table 23: Utility Provider
Please tell me who your provider is for each of the
following utilities:
City of Fort Collins/Fort Collins
Utility
Other
Provider Total
Electric Service 87% N=163 13% N=24 100% N=187
Water Service 84% N=149 16% N=28 100% N=177
Wastewater/Sewer Service 84% N=142 16% N=27 100% N=169
Table 24: Question 1
Overall satisfaction with Fort Collins Utilities Percent Number
Extremely dissatisfied-1 1% N=2
2 2% N=4
3 11% N=22
4 36% N=71
Extremely satisfied-5 50% N=100
Total 100% N=199
Table 25: Question 2
If you could choose your utility
provider, how important would
each of the following factors be
to you in making that selection?
Not at all
important-1 2 3 4
Very
important-5 Total
Reliable service 0% N=0 0% N=0 2% N=4 6% N=12 92% N=184 100% N=200
Quality of product delivered 1% N=1 0% N=0 5% N=10 12% N=23 83% N=164 100% N=198
Timely repairs and service
restoration 0% N=0 1% N=1 2% N=4 10% N=19 88% N=175 100% N=199
Courteous customer service 1% N=1 1% N=1 7% N=13 23% N=46 69% N=138 100% N=199
Helpful customer service 1% N=2 1% N=1 5% N=9 21% N=42 73% N=146 100% N=200
Controlling costs to keep prices
as low as possible 0% N=0 1% N=1 6% N=11 16% N=31 79% N=157 100% N=200
Well managed company 2% N=3 1% N=2 7% N=14 22% N=44 68% N=136 100% N=199
Accurate bills 0% N=0 0% N=0 2% N=4 11% N=22 87% N=172 100% N=198
A company you can trust 0% N=0 0% N=0 4% N=8 17% N=33 79% N=158 100% N=199
Programs to help you conserve 6% N=12 4% N=8 19% N=38 31% N=61 41% N=81 100% N=200
Variety of ways to pay your bill,
including in-person locations and
on-line 5% N=10 6% N=11 17% N=34 34% N=68 38% N=75 100% N=198
Contributing to the community 4% N=7 7% N=13 21% N=42 31% N=61 38% N=75 100% N=198
Connecting your phone call to
the right person the first time 1% N=2 1% N=2 10% N=19 22% N=44 66% N=132 100% N=199
Environmentally conscious,
including offering energy
efficiency, water conservation
and renewable energy (e.g.,
wind and solar) programs 5% N=9 3% N=5 17% N=34 26% N=52 50% N=99 100% N=199
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If you could choose your utility
provider, how important would
each of the following factors be
to you in making that selection?
Not at all
important-1 2 3 4
Very
important-5 Total
High level of security for its
infrastructure such as power
lines, storm drains, water pipes,
etc. 1% N=1 1% N=1 8% N=16 20% N=39 71% N=140 100% N=197
Providing good value for your
money 0% N=0 0% N=0 3% N=5 16% N=32 82% N=163 100% N=200
Answering your billing questions
accurately 2% N=3 0% N=0 5% N=9 12% N=24 82% N=162 100% N=198
Information and tools to help
you manage your use and costs
such as the utilities web portal 5% N=10 5% N=9 27% N=53 31% N=62 32% N=63 100% N=197
Technology tools to make your
life easier, similar to those
provided by other companies,
such as banks, cell phone, cable,
etc. 4% N=7 6% N=12 21% N=41 32% N=63 37% N=73 100% N=196
Cyber security of any personal or
financial data 1% N=1 1% N=1 4% N=8 13% N=25 82% N=163 100% N=198
Rate plans that encourage
conservation and/or using
energy at off-peak times of day 4% N=8 8% N=15 18% N=36 29% N=57 41% N=79 100% N=195
Having employees with
knowledge to answer questions
and resolve problems 1% N=1 1% N=1 4% N=8 24% N=47 72% N=143 100% N=200
Having a presence on the web
and social media to
communicate issues and
promote programs and events 12% N=24 13% N=26 30% N=59 24% N=48 20% N=40 100% N=197
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Table 26: Question 3
Fort Collins Utilities and Platte River
Power Authority, the city-owned
wholesale power provider for Fort
Collins, Estes Park, Longmont and
Loveland, are working together to
diversify future electricity supply to
the cities to reduce greenhouse gas
emissions. Please indicate your level
of agreement or disagreement with
each of the following statements:
Strongly
disagree-1 2 3 4
Strongly
agree-5 Total
My organization/business supports
Platte River Power Authority and Fort
Collins Utilities in the effort to reduce
greenhouse gas emissions by at least
20% below 2005 levels by 2020. 8% N=15 4% N=8 28% N=55 21% N=40 39% N=77 100% N=195
My organization/business would like
Platte River Power Authority to
increase renewable energy sources
like wind and solar from 6% currently,
to a level of 20% by 2020. 8% N=15 5% N=10 32% N=62 16% N=31 40% N=78 100% N=196
My organization would support Platte
River Power Authority adding natural
gas generation to supply energy,
when needed, to supplement wind
and solar resources since the output
from these two resources can vary. 2% N=4 4% N=8 35% N=68 25% N=49 34% N=67 100% N=196
Table 27: Question 4
As the City's Climate Action Plan aligns to make progress toward the greenhouse gas reduction
goals, how much more, if any, would your organization be willing to pay in your monthly utility bill to
support this acceleration? Would you say… Percent Number
0% 37% N=70
1-5% 40% N=75
6-10% 16% N=30
11-15% 3% N=6
More than 15% 3% N=6
Total 100% N=187
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Table 28: Question 5
Please indicate your level of
agreement or disagreement with
each of the following statements:
Strongly
disagree-1 2 3 4
Strongly
agree-5 Total
My organization takes the time to
learn more about conservation in
an effort to make better energy
and/or water use decisions. 5% N=9 5% N=10 34% N=66 26% N=50 31% N=60 100% N=195
My organization expects the City
of Fort Collins to lead the way to a
clean energy future through
investment in or support of
community based solutions such
as solar gardens, on-bill financing
for efficiency upgrades, and
contractor certification. 9% N=17 5% N=10 29% N=58 24% N=48 32% N=64 100% N=197
My organization supports charging
more for energy used during peak
periods of the day when it costs
more to generate energy. 22% N=44 13% N=25 37% N=72 12% N=23 17% N=33 100% N=197
Table 29: Question 6
Fort Collins Utilities emphasizes the importance of WATER efficiency and conservation at a level that
is: Percent Number
Not enough 12% N=22
About right 78% N=146
Too much 10% N=18
Total 100% N=186
Table 30: Question 7
Fort Collins Utilities emphasizes the importance of ENERGY efficiency and conservation at a level
that is: Percent Number
Not enough 13% N=25
About right 78% N=148
Too much 9% N=17
Total 100% N=190
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Table 31: Question 8
Fort Collins Utilities' overall performance as stewards of water and energy resources for your
community Percent Number
Extremely dissatisfied-1 1% N=2
2 1% N=2
3 25% N=49
4 41% N=80
Extremely satisfied-5 32% N=62
Total 100% N=195
Table 32: Question 9
Please rate Fort Collins Utilities
on each of the following
aspects of your ELECTRIC
service:
Extremely
dissatisfied-1 2 3 4
Extremely
satisfied-5 Total
Reliability; few outages or
interruptions 0% N=0 1% N=2 9% N=15 23% N=40 67% N=117 100% N=174
Power quality: few voltage
fluctuations or surges 0% N=0 2% N=3 11% N=19 29% N=49 58% N=100 100% N=171
Timeliness of electric service
repair and service restoration 0% N=0 3% N=4 20% N=32 30% N=48 48% N=76 100% N=160
Price 5% N=9 6% N=10 33% N=57 31% N=53 25% N=42 100% N=171
Overall satisfaction with
electric service 0% N=0 1% N=1 11% N=19 35% N=62 53% N=94 100% N=176
This question was asked only of those who reported they received electric service from Fort Collins Utilities.
Table 33: Question 10
Please rate Fort Collins Utilities
on each of the following
aspects of your STORM WATER
service.
Extremely
dissatisfied-1 2 3 4
Extremely
satisfied-5 Total
Protection from major floods 3% N=6 3% N=6 29% N=52 31% N=56 33% N=59 100% N=179
Protection from local street
flooding 2% N=4 6% N=11 31% N=56 29% N=52 32% N=57 100% N=180
Protecting and improving
urban streams 3% N=5 2% N=4 35% N=57 30% N=50 29% N=48 100% N=164
Price 8% N=14 7% N=12 38% N=64 24% N=40 22% N=37 100% N=167
Overall satisfaction with Storm
Water service 1% N=2 4% N=7 25% N=46 40% N=72 30% N=54 100% N=181
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Table 34: Question 11
Please rate Fort Collins Utilities
on each of the following aspects
of your WATER service.
Extremely
dissatisfied-1 2 3 4
Extremely
satisfied-5 Total
Reliability, few water service
interruptions 1% N=1 1% N=1 3% N=5 26% N=43 70% N=116 100% N=166
Taste of the water 2% N=3 2% N=4 12% N=19 23% N=37 61% N=100 100% N=163
Safety of the drinking water 0% N=0 1% N=1 8% N=13 25% N=41 66% N=108 100% N=163
Quality of the water: pure and
clean 1% N=1 2% N=4 8% N=13 22% N=37 67% N=111 100% N=166
Price 5% N=8 6% N=9 23% N=37 36% N=57 30% N=48 100% N=159
Overall satisfaction with Water
service 0% N=0 1% N=2 7% N=12 34% N=57 57% N=96 100% N=167
This question was asked only of those who reported they received water service from Fort Collins Utilities.
Table 35: Question 12
Please rate Fort Collins Utilities
on each of the following aspects
of your WASTEWATER or SEWER
SERVICE.
Extremely
dissatisfied-1 2 3 4
Extremely
satisfied-5 Total
Reliability, few backups caused by
the utility 0% N=0 1% N=1 12% N=19 35% N=55 53% N=84 100% N=159
Controlling odors at wastewater
treatment facilities 1% N=1 3% N=4 26% N=40 31% N=47 40% N=62 100% N=154
Price 5% N=7 5% N=7 30% N=46 31% N=47 29% N=44 100% N=151
Overall satisfaction with
Wastewater service 0% N=0 1% N=1 12% N=19 39% N=63 49% N=79 100% N=162
This question was asked only of those who reported they received waste water or sewer service from Fort Collins Utilities.
Table 36: Question 13
Please rate Fort Collins Utilities
for their performance on each of
the following:
Extremely
dissatisfied-1 2 3 4
Extremely
satisfied-5 Total
The courteousness of customer
service 0% N=0 0% N=0 11% N=21 30% N=57 58% N=109 100% N=187
The helpfulness of customer
service 0% N=0 1% N=1 12% N=23 34% N=63 53% N=98 100% N=185
Informing you about repairs and
maintenance and when issues
are resolved 1% N=2 2% N=3 27% N=49 34% N=62 37% N=68 100% N=184
Contributions to the community 1% N=1 2% N=4 33% N=55 36% N=60 28% N=47 100% N=167
Connecting your phone call to
the right person quickly 1% N=2 2% N=4 19% N=34 29% N=52 49% N=90 100% N=182
Accuracy of answering billing
questions 1% N=1 1% N=1 15% N=28 31% N=56 53% N=97 100% N=183
Reliability of services (number of
interruptions) 1% N=1 1% N=1 8% N=15 28% N=56 63% N=125 100% N=198
Prepared by National Research Center, Inc.
Fort Collins, CO • Fort Collins Utility Customer Service Surveys • 2016
17
Please rate Fort Collins Utilities
for their performance on each of
the following:
Extremely
dissatisfied-1 2 3 4
Extremely
satisfied-5 Total
Opportunities to participate in
conservation programs 0% N=0 5% N=9 29% N=52 34% N=60 32% N=58 100% N=179
The overall management of the
utility 0% N=0 1% N=2 15% N=27 39% N=73 45% N=83 100% N=185
Controlling costs to keep rates
competitive 2% N=3 6% N=11 31% N=55 31% N=54 31% N=54 100% N=177
Trustworthiness 1% N=1 1% N=1 11% N=22 32% N=63 56% N=109 100% N=196
Environmental stewardship,
including offering energy
efficiency, water conservation
and renewable energy (e.g.,
wind) programs 1% N=2 3% N=5 23% N=43 40% N=74 34% N=63 100% N=187
Quality electric and water
service 0% N=0 1% N=2 7% N=14 34% N=67 58% N=113 100% N=196
Accuracy of bills 2% N=3 0% N=0 10% N=19 29% N=54 60% N=112 100% N=188
Convenience of bill payment
options, including in-person
locations and online 0% N=0 2% N=4 12% N=23 37% N=69 49% N=92 100% N=188
The value of services for the
money you pay 1% N=2 4% N=7 26% N=50 32% N=61 37% N=70 100% N=190
The level of security used to
protect the utility’s
infrastructure, such as power
lines, pipes, etc. 0% N=0 3% N=5 18% N=31 35% N=61 44% N=76 100% N=173
Information and tools provided
to help you manage your use
and costs 0% N=0 5% N=10 26% N=49 33% N=62 35% N=66 100% N=187
Technology tools, similar to
those used by banks, cell phone
or cable companies 1% N=1 2% N=3 30% N=52 30% N=53 37% N=65 100% N=174
Online security provided to
protect your personal and
financial data 0% N=0 1% N=1 19% N=31 32% N=52 49% N=80 100% N=164
Practices used to reduce the
utility’s carbon footprint 3% N=5 3% N=6 30% N=52 34% N=59 29% N=51 100% N=173
Availability of rate plans that
encourage conservation and/or
energy use at off-peak times of
day 3% N=5 5% N=8 36% N=62 33% N=56 24% N=41 100% N=172
Employee knowledge 0% N=0 2% N=3 15% N=27 35% N=64 48% N=87 100% N=181
Overall satisfaction with Fort
Collins Utilities 0% N=0 1% N=2 11% N=22 42% N=82 46% N=90 100% N=196
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Table 37: Respondent Gender
Gender Percent Number
Female 49% N=97
Male 52% N=103
Total 100% N=200
Table 38: Number of Employees in Business
How many employees of your organization work at this facility? Percent Number
1-5 54% N=96
6-10 22% N=40
11-19 13% N=24
20-99 9% N=16
100-499 1% N=2
500 or more 1% N=1
Total 100% N=179
Table 39: Business Location History
How long has your company been at its current location? Percent Number
Less than 1 year 10% N=19
1-2 17% N=33
3-5 19% N=36
6-10 17% N=33
11-20 15% N=29
More than 20 years 21% N=39
Total 100% N=189
Table 40: Respondent Education Level
What was the last grade in school you had the opportunity to complete? Percent Number
Less than HS degree 1% N=2
HS graduate, vocational education 11% N=21
Some college 20% N=38
College graduate 44% N=83
Post graduate degree or study 23% N=43
Total 100% N=187
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Survey Results for Key Accounts Customer Survey
Table 41: Utility Provider
Please tell me who your provider is for each of the
following utilities:
City of Fort Collins/Fort Collins
Utility
Other
Provider Total
Electric Service 80% N=8 20% N=2 100% N=10
Water Service 100% N=10 0% N=0 100% N=10
Wastewater/Sewer Service 100% N=10 0% N=0 100% N=10
Table 42: Question 1
Overall satisfaction with Fort Collins Utilities Percent Number
Extremely dissatisfied-1 0% N=0
2 0% N=0
3 0% N=0
4 30% N=3
Extremely satisfied-5 70% N=7
Total 100% N=10
Table 43: Question 2
If you could choose your utility
provider, how important would each
of the following factors be to you in
making that selection?
Not at all
important-1 2 3 4
Very
important-5 Total
Reliable service 0% N=0 0% N=0 0% N=0 10% N=1 90% N=9 100% N=10
Quality of product delivered 0% N=0 0% N=0 0% N=0 10% N=1 90% N=9 100% N=10
Timely repairs and service restoration 0% N=0 0% N=0 0% N=0 0% N=0 100% N=10 100% N=10
Courteous customer service 0% N=0 0% N=0 20% N=2 30% N=3 50% N=5 100% N=10
Helpful customer service 0% N=0 0% N=0 10% N=1 10% N=1 80% N=8 100% N=10
Controlling costs to keep prices as low
as possible 0% N=0 10% N=1 10% N=1 20% N=2 60% N=6 100% N=10
Well managed company 0% N=0 0% N=0 10% N=1 20% N=2 70% N=7 100% N=10
Accurate bills 0% N=0 0% N=0 0% N=0 10% N=1 90% N=9 100% N=10
A company you can trust 0% N=0 0% N=0 0% N=0 20% N=2 80% N=8 100% N=10
Programs to help you conserve 0% N=0 0% N=0 10% N=1 20% N=2 70% N=7 100% N=10
Variety of ways to pay your bill,
including in-person locations and on-
line 0% N=0 10% N=1 30% N=3 50% N=5 10% N=1 100% N=10
Contributing to the community 0% N=0 0% N=0 40% N=4 30% N=3 30% N=3 100% N=10
Connecting your phone call to the
right person the first time 0% N=0 0% N=0 10% N=1 70% N=7 20% N=2 100% N=10
Environmentally conscious, including
offering energy efficiency, water
conservation and renewable energy
(e.g., wind and solar) programs 0% N=0 0% N=0 0% N=0 20% N=2 80% N=8 100% N=10
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Prepared by National Research Center, Inc.
Fort Collins, CO • Fort Collins Utility Customer Service Surveys • 2016
20
If you could choose your utility
provider, how important would each
of the following factors be to you in
making that selection?
Not at all
important-1 2 3 4
Very
important-5 Total
High level of security for its
infrastructure such as power lines,
storm drains, water pipes, etc. 0% N=0 0% N=0 20% N=2 10% N=1 70% N=7 100% N=10
Providing good value for your money 0% N=0 0% N=0 10% N=1 10% N=1 80% N=8 100% N=10
Answering your billing questions
accurately 0% N=0 0% N=0 0% N=0 40% N=4 60% N=6 100% N=10
Information and tools to help you
manage your use and costs such as
the utilities web portal 0% N=0 0% N=0 0% N=0 60% N=6 40% N=4 100% N=10
Technology tools to make your life
easier, similar to those provided by
other companies, such as banks, cell
phone, cable, etc. 0% N=0 0% N=0 10% N=1 50% N=5 40% N=4 100% N=10
Cyber security of any personal or
financial data 0% N=0 0% N=0 10% N=1 10% N=1 80% N=8 100% N=10
Rate plans that encourage
conservation and/or using energy at
off-peak times of day 0% N=0 0% N=0 0% N=0 20% N=2 80% N=8 100% N=10
Having employees with knowledge to
answer questions and resolve
problems 0% N=0 0% N=0 0% N=0 30% N=3 70% N=7 100% N=10
Having a presence on the web and
social media to communicate issues
and promote programs and events 10% N=1 10% N=1 20% N=2 50% N=5 10% N=1 100% N=10
Table 44: Question 3
Fort Collins Utilities and Platte River Power
Authority, the city-owned wholesale power
provider for Fort Collins, Estes Park,
Longmont and Loveland, are working
together to diversify future electricity
supply to the cities to reduce greenhouse
gas emissions. Please indicate your level of
agreement or disagreement with each of
the following statements:
Strongly
disagree-
1 2 3 4
Strongly
agree-5 Total
My organization/business supports Platte
River Power Authority and Fort Collins
Utilities in the effort to reduce greenhouse
gas emissions by at least 20% below 2005
levels by 2020. 0% N=0 0% N=0 30% N=3 0% N=0 70% N=7 100% N=10
My organization/business would like Platte
River Power Authority to increase
renewable energy sources like wind and
solar from 6% currently, to a level of 20% by
2020. 0% N=0 11% N=1 11% N=1 33% N=3 44% N=4 100% N=9
Prepared by National Research Center, Inc.
Fort Collins, CO • Fort Collins Utility Customer Service Surveys • 2016
21
Fort Collins Utilities and Platte River Power
Authority, the city-owned wholesale power
provider for Fort Collins, Estes Park,
Longmont and Loveland, are working
together to diversify future electricity
supply to the cities to reduce greenhouse
gas emissions. Please indicate your level of
agreement or disagreement with each of
the following statements:
Strongly
disagree-
1 2 3 4
Strongly
agree-5 Total
My organization would support Platte River
Power Authority adding natural gas
generation to supply energy, when needed,
to supplement wind and solar resources
since the output from these two resources
can vary. 0% N=0 0% N=0 30% N=3 10% N=1 60% N=6 100% N=10
Table 45: Question 4
As the City's Climate Action Plan aligns to make progress toward the greenhouse gas reduction
goals, how much more, if any, would your organization be willing to pay in your monthly utility bill to
support this acceleration? Would you say… Percent Number
0% 22% N=2
1-5% 56% N=5
6-10% 11% N=1
11-15% 11% N=1
More than 15% 0% N=0
Total 100% N=9
Table 46: Question 5
Please indicate your level of agreement or
disagreement with each of the following
statements:
Strongly
disagree-1 2 3 4
Strongly
agree-5 Total
My organization takes the time to learn
more about conservation in an effort to
make better energy and/or water use
decisions. 0% N=0 0% N=0 10% N=1 20% N=2 70% N=7 100% N=10
My organization expects the City of Fort
Collins to lead the way to a clean energy
future through investment in or support of
community based solutions such as solar
gardens, on-bill financing for efficiency
upgrades, and contractor certification. 0% N=0 0% N=0 10% N=1 50% N=5 40% N=4 100% N=10
My organization supports charging more
for energy used during peak periods of the
day when it costs more to generate
energy. 0% N=0 10% N=1 20% N=2 30% N=3 40% N=4 100% N=10
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Table 47: Question 6
Fort Collins Utilities emphasizes the importance of WATER efficiency and conservation at a level that
is: Percent Number
Not enough 20% N=2
About right 80% N=8
Too much 0% N=0
Total 100% N=10
Table 48: Question 7
Fort Collins Utilities emphasizes the importance of ENERGY efficiency and conservation at a level
that is: Percent Number
Not enough 10% N=1
About right 90% N=9
Too much 0% N=0
Total 100% N=10
Table 49: Question 8
Fort Collins Utilities' overall performance as stewards of water and energy resources for your
community Percent Number
Extremely dissatisfied-1 0% N=0
2 0% N=0
3 10% N=1
4 50% N=5
Extremely satisfied-5 40% N=4
Total 100% N=10
Table 50: Question 9
Please rate Fort Collins Utilities on
each of the following aspects of your
ELECTRIC service:
Extremely
dissatisfied-1 2 3 4
Extremely
satisfied-5 Total
Reliability; few outages or
interruptions 0% N=0 0% N=0 0% N=0 13% N=1 88% N=7 100% N=8
Power quality: few voltage
fluctuations or surges 0% N=0 0% N=0 0% N=0 38% N=3 63% N=5 100% N=8
Timeliness of electric service repair
and service restoration 0% N=0 0% N=0 0% N=0 25% N=2 75% N=6 100% N=8
Price 0% N=0 0% N=0 13% N=1 25% N=2 63% N=5 100% N=8
Overall satisfaction with electric
service 0% N=0 0% N=0 0% N=0 25% N=2 75% N=6 100% N=8
This question was asked only of those who reported they received electric service from Fort Collins Utilities.
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Table 51: Question 10
Please rate Fort Collins Utilities on
each of the following aspects of
your STORM WATER service.
Extremely
dissatisfied-1 2 3 4
Extremely
satisfied-5 Total
Protection from major floods 0% N=0 0% N=0 20% N=2 30% N=3 50% N=5 100% N=10
Protection from local street flooding 0% N=0 0% N=0 20% N=2 50% N=5 30% N=3 100% N=10
Protecting and improving urban
streams 0% N=0 0% N=0 20% N=2 40% N=4 40% N=4 100% N=10
Price 0% N=0 0% N=0 10% N=1 70% N=7 20% N=2 100% N=10
Overall satisfaction with Storm
Water service 0% N=0 0% N=0 10% N=1 30% N=3 60% N=6 100% N=10
Table 52: Question 11
Please rate Fort Collins Utilities on
each of the following aspects of
your WATER service.
Extremely
dissatisfied-1 2 3 4
Extremely
satisfied-5 Total
Reliability, few water service
interruptions 0% N=0 0% N=0 0% N=0 10% N=1 90% N=9 100% N=10
Taste of the water 0% N=0 0% N=0 0% N=0 20% N=2 80% N=8 100% N=10
Safety of the drinking water 0% N=0 0% N=0 0% N=0 20% N=2 80% N=8 100% N=10
Quality of the water: pure and clean 0% N=0 0% N=0 0% N=0 20% N=2 80% N=8 100% N=10
Price 10% N=1 0% N=0 10% N=1 50% N=5 30% N=3 100% N=10
Overall satisfaction with Water
service 0% N=0 0% N=0 0% N=0 10% N=1 90% N=9 100% N=10
This question was asked only of those who reported they received water service from Fort Collins Utilities.
Table 53: Question 12
Please rate Fort Collins Utilities on
each of the following aspects of your
WASTEWATER or SEWER SERVICE.
Extremely
dissatisfied-1 2 3 4
Extremely
satisfied-5 Total
Reliability, few backups caused by
the utility 0% N=0 0% N=0 0% N=0 20% N=2 80% N=8 100% N=10
Controlling odors at wastewater
treatment facilities 0% N=0 0% N=0 11% N=1 33% N=3 56% N=5 100% N=9
Price 0% N=0 0% N=0 20% N=2 70% N=7 10% N=1 100% N=10
Overall satisfaction with Wastewater
service 0% N=0 0% N=0 0% N=0 40% N=4 60% N=6 100% N=10
This question was asked only of those who reported they received waste water or sewer service from Fort Collins Utilities.
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Table 54: Question 13
Please rate Fort Collins Utilities for
their performance on each of the
following:
Extremely
dissatisfied-1 2 3 4
Extremely
satisfied-5 Total
The courteousness of customer
service 0% N=0 0% N=0 20% N=2 20% N=2 60% N=6 100% N=10
The helpfulness of customer service 0% N=0 0% N=0 10% N=1 40% N=4 50% N=5 100% N=10
Informing you about repairs and
maintenance and when issues are
resolved 0% N=0 0% N=0 20% N=2 30% N=3 50% N=5 100% N=10
Contributions to the community 0% N=0 0% N=0 10% N=1 40% N=4 50% N=5 100% N=10
Connecting your phone call to the
right person quickly 0% N=0 10% N=1 10% N=1 40% N=4 40% N=4 100% N=10
Accuracy of answering billing
questions 0% N=0 0% N=0 20% N=2 30% N=3 50% N=5 100% N=10
Reliability of services (number of
interruptions) 0% N=0 0% N=0 0% N=0 20% N=2 80% N=8 100% N=10
Opportunities to participate in
conservation programs 0% N=0 0% N=0 0% N=0 20% N=2 80% N=8 100% N=10
The overall management of the
utility 0% N=0 0% N=0 10% N=1 10% N=1 80% N=8 100% N=10
Controlling costs to keep rates
competitive 0% N=0 0% N=0 0% N=0 50% N=5 50% N=5 100% N=10
Trustworthiness 0% N=0 0% N=0 10% N=1 10% N=1 80% N=8 100% N=10
Environmental stewardship,
including offering energy efficiency,
water conservation and renewable
energy (e.g., wind) programs 0% N=0 0% N=0 0% N=0 40% N=4 60% N=6 100% N=10
Quality electric and water service 0% N=0 0% N=0 0% N=0 10% N=1 90% N=9 100% N=10
Accuracy of bills 0% N=0 0% N=0 10% N=1 40% N=4 50% N=5 100% N=10
Convenience of bill payment options,
including in-person locations and
online 10% N=1 0% N=0 10% N=1 40% N=4 40% N=4 100% N=10
The value of services for the money
you pay 0% N=0 0% N=0 10% N=1 40% N=4 50% N=5 100% N=10
The level of security used to protect
the utility’s infrastructure, such as
power lines, pipes, etc. 0% N=0 0% N=0 10% N=1 60% N=6 30% N=3 100% N=10
Information and tools provided to
help you manage your use and costs 10% N=1 0% N=0 0% N=0 50% N=5 40% N=4 100% N=10
Technology tools, similar to those
used by banks, cell phone or cable
companies 10% N=1 0% N=0 10% N=1 60% N=6 20% N=2 100% N=10
Online security provided to protect
your personal and financial data 0% N=0 0% N=0 20% N=2 40% N=4 40% N=4 100% N=10
Practices used to reduce the utility’s
carbon footprint 0% N=0 0% N=0 10% N=1 30% N=3 60% N=6 100% N=10
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Please rate Fort Collins Utilities for
their performance on each of the
following:
Extremely
dissatisfied-1 2 3 4
Extremely
satisfied-5 Total
Availability of rate plans that
encourage conservation and/or
energy use at off-peak times of day 0% N=0 10% N=1 10% N=1 40% N=4 40% N=4 100% N=10
Employee knowledge 0% N=0 0% N=0 10% N=1 20% N=2 70% N=7 100% N=10
Overall satisfaction with Fort Collins
Utilities 0% N=0 0% N=0 0% N=0 30% N=3 70% N=7 100% N=10
Table 55: Respondent Gender
Gender Percent Number
Female 30% N=3
Male 70% N=7
Total 100% N=10
Table 56: Number of Employees in Business
How many employees of your organization work at this facility? Percent Number
1-5 10% N=1
6-10 0% N=0
11-19 0% N=0
20-99 20% N=2
100-499 40% N=4
500 or more 30% N=3
Total 100% N=10
Table 57: Business Location History
How long has your company been at its current location? Percent Number
Less than 1 year 10% N=1
1-2 0% N=0
3-5 0% N=0
6-10 10% N=1
11-20 30% N=3
More than 20 years 50% N=5
Total 100% N=10
Table 58: Respondent Education Level
What was the last grade in school you had the opportunity to complete? Percent Number
Less than HS degree 0% N=0
HS graduate, vocational education 10% N=1
Some college 30% N=3
College graduate 30% N=3
Post graduate degree or study 30% N=3
Total 100% N=10
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Complete Set of Survey Responses
The following pages contain a complete set of responses to each question on the survey, including the “don’t know” and “refused” responses.
The percent of respondents giving a particular response is shown followed by the number of respondents.
Residential Customer Survey
Table 59: Utility Provider
Please tell me who your provider is for each of the following
utilities:
City of Fort Collins/Fort Collins
Utility
Other
Provider Don't know Refused Total
Electric Service 65% N=393 21% N=125 13% N=81 0% N=2 100% N=600
Water Service 61% N=368 14% N=84 24% N=146 0% N=2 100% N=600
Wastewater/Sewer Service 55% N=328 16% N=93 29% N=176 0% N=3 100% N=600
Table 60: Question 1
Overall satisfaction with Fort Collins Utilities Percent Number
Extremely dissatisfied-1 2% N=9
2 2% N=11
3 11% N=63
4 34% N=207
Extremely satisfied-5 50% N=299
Don't know 1% N=8
Refused 0% N=3
Total 100% N=600
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Table 61: Question 2
If you could choose your utility provider, how
important would each of the following factors be
to you in making that selection?
Not at all
important-1 2 3 4
Very
important-5
Don't
know Refused Total
Reliable service 0% N=2 0% N=1 1% N=8 12% N=72 86% N=516 0% N=1 0% N=0 100% N=600
Quality of product delivered 1% N=4 1% N=4 3% N=21 16% N=97 78% N=468 1% N=6 0% N=1 100% N=600
Timely repairs and service restoration 1% N=3 0% N=1 4% N=23 20% N=119 74% N=444 1% N=7 0% N=2 100% N=600
Courteous customer service 1% N=5 0% N=3 8% N=49 28% N=165 62% N=375 1% N=4 0% N=0 100% N=600
Helpful customer service 0% N=2 2% N=10 6% N=35 26% N=154 66% N=395 0% N=2 0% N=1 100% N=600
Controlling costs to keep prices as low as
possible 0% N=2 2% N=11 6% N=38 22% N=135 68% N=411 1% N=3 0% N=0 100% N=600
Well managed company 1% N=3 0% N=2 8% N=48 26% N=153 65% N=389 1% N=4 0% N=0 100% N=600
Accurate bills 0% N=2 0% N=3 2% N=11 9% N=54 88% N=527 1% N=3 0% N=0 100% N=600
A company you can trust 0% N=3 1% N=4 4% N=21 17% N=100 78% N=471 0% N=1 0% N=0 100% N=600
Programs to help you conserve 3% N=16 5% N=29 20% N=122 33% N=195 38% N=231 1% N=7 0% N=0 100% N=600
Variety of ways to pay your bill, including in-
person locations and on-line 3% N=15 6% N=37 16% N=95 32% N=192 42% N=254 1% N=7 0% N=0 100% N=600
Contributing to the community 3% N=18 5% N=27 18% N=106 34% N=201 40% N=240 1% N=8 0% N=0 100% N=600
Connecting your phone call to the right person
the first time 0% N=2 2% N=15 12% N=71 29% N=174 56% N=335 1% N=4 0% N=0 100% N=600
Environmentally conscious, including offering
energy efficiency, water conservation and
renewable energy (e.g., wind and solar)
programs 3% N=16 2% N=12 14% N=87 23% N=140 57% N=343 1% N=3 0% N=0 100% N=600
High level of security for its infrastructure such
as power lines, storm drains, water pipes, etc. 0% N=3 2% N=12 9% N=53 25% N=149 63% N=377 1% N=6 0% N=0 100% N=600
Providing good value for your money 0% N=3 0% N=3 3% N=16 18% N=109 78% N=468 0% N=2 0% N=0 100% N=600
Answering your billing questions accurately 0% N=1 1% N=7 4% N=23 16% N=98 77% N=464 1% N=7 0% N=0 100% N=600
Information and tools to help you manage your
use and costs such as the utilities web portal 4% N=25 7% N=44 26% N=154 29% N=174 30% N=181 4% N=21 0% N=1 100% N=600
Technology tools to make your life easier,
similar to those provided by other companies,
such as banks, cell phone, cable, etc. 3% N=17 7% N=43 24% N=142 32% N=190 32% N=195 2% N=14 0% N=1 100% N=600
Cyber security of any personal or financial data 1% N=5 2% N=12 3% N=19 10% N=61 83% N=496 1% N=8 0% N=0 100% N=600
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If you could choose your utility provider, how
important would each of the following factors be
to you in making that selection?
Not at all
important-1 2 3 4
Very
important-5
Don't
know Refused Total
Rate plans that encourage conservation and/or
using energy at off-peak times of day 3% N=18 5% N=32 19% N=112 28% N=167 44% N=263 1% N=6 0% N=1 100% N=600
Having employees with knowledge to answer
questions and resolve problems 0% N=3 1% N=5 7% N=43 24% N=142 67% N=403 1% N=5 0% N=0 100% N=600
Having a presence on the web and social media
to communicate issues and promote programs
and events 13% N=75 15% N=89 33% N=196 20% N=119 18% N=108 2% N=12 0% N=0 100% N=600
Table 62: Question 3
Earlier this year, Fort Collins City Council adopted aggressive goals toward reducing community greenhouse gas emissions. In an effort to make
quicker progress toward these goals, how much more per month, if any, would you be willing to pay for your electricity portion of your bill? Percent Number
$0 33% N=156
$1-2 19% N=91
$3-5 23% N=111
$6-10 12% N=55
More than $10 6% N=26
Don't know 7% N=34
Refused 1% N=3
Total 100% N=475
This question was asked only of those who reported they received electric service from Fort Collins Utilities.
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Table 63: Question 4
Please indicate your level of agreement with
each of the following statements::
Strongly
disagree-1 2 3 4
Strongly
agree-5
Don't
know Refused Total
I take the time to learn more about conservation
in an effort to make better energy and/or water
use decisions 5% N=27 8% N=45 26% N=153 29% N=175 33% N=195 1% N=4 0% N=0 100% N=600
I am interested in using new energy efficiency
devices such as programmable thermostats and
energy use displays 6% N=39 4% N=25 15% N=90 28% N=170 44% N=267 2% N=10 0% N=0 100% N=600
I expect the City of Fort Collins to lead the way to
a clean energy future through investment in or
support of community based solutions 5% N=27 3% N=17 21% N=127 31% N=187 39% N=235 1% N=6 0% N=1 100% N=600
I support charging more for energy used during
peak periods of the day when it costs more to
generate energy 17% N=100 11% N=65 27% N=160 24% N=147 20% N=118 2% N=9 0% N=0 100% N=600
Table 64: Question 5
Fort Collins Utilities emphasizes the importance of WATER efficiency and conservation at a level that is: Percent Number
Not enough 18% N=106
About right 69% N=414
Too much 7% N=41
Don't know 6% N=36
Refused 1% N=3
Total 100% N=600
Table 65: Question 6
Fort Collins Utilities emphasizes the importance of ENERGY efficiency and conservation at a level that is: Percent Number
Not enough 13% N=77
About right 76% N=455
Too much 7% N=43
Don't know 4% N=24
Refused 0% N=1
Total 100% N=600
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Table 66: Question 7
Fort Collins Utilities’ overall performance as stewards of water and energy resources for your community Percent Number
Extremely dissatisfied-1 2% N=13
2 2% N=13
3 16% N=95
4 43% N=257
Extremely satisfied-5 34% N=202
Don't know 3% N=19
Refused 0% N=0
Total 100% N=600
Table 67: Question 8
Please rate Fort Collins Utilities on each of
the following aspects of your ELECTRIC
service:
Extremely
dissatisfied-1 2 3 4
Extremely
satisfied-5 Don't know Refused Total
Reliability; few outages or interruptions 0% N=0 1% N=7 5% N=25 23% N=111 69% N=329 1% N=3 0% N=0 100% N=475
Power quality: few voltage fluctuations or
surges 0% N=0 2% N=10 7% N=33 25% N=121 63% N=300 2% N=9 0% N=2 100% N=475
Timeliness of electric service repair and
service restoration 0% N=0 2% N=9 11% N=51 25% N=121 47% N=224 15% N=69 0% N=2 100% N=475
Price 5% N=26 6% N=27 22% N=105 37% N=174 24% N=116 6% N=27 0% N=0 100% N=475
Overall satisfaction with electric service 0% N=2 1% N=6 7% N=34 32% N=150 59% N=283 0% N=0 0% N=0 100% N=475
This question was asked only of those who reported they received electric service from Fort Collins Utilities.
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Table 68: Question 9
Please rate Fort Collins Utilities on each of
the following aspects of your STORM
WATER service:
Extremely
dissatisfied-1 2 3 4
Extremely
satisfied-5 Don't know Refused Total
Protection from major floods 2% N=9 2% N=13 18% N=107 32% N=187 37% N=213 8% N=48 1% N=6 100% N=584
Protection from local street flooding 1% N=8 6% N=33 19% N=109 31% N=181 35% N=205 7% N=43 1% N=5 100% N=584
Protecting and improving urban streams 2% N=10 3% N=17 19% N=112 31% N=182 31% N=178 14% N=81 1% N=3 100% N=584
Price 4% N=23 5% N=31 20% N=118 35% N=205 21% N=122 14% N=81 1% N=4 100% N=584
Overall satisfaction with Storm Water
service 1% N=9 2% N=10 15% N=88 41% N=238 35% N=203 5% N=31 1% N=4 100% N=584
Table 69: Question 10
Please rate Fort Collins Utilities on each of
the following aspects of your WATER service:
Extremely
dissatisfied-1 2 3 4
Extremely
satisfied-5
Don't
know Refused Total
Reliability, few water service interruptions 0% N=2 1% N=3 6% N=29 19% N=98 73% N=376 1% N=7 0% N=2 100% N=516
Taste of the water 0% N=0 2% N=8 9% N=47 24% N=126 64% N=333 0% N=2 0% N=1 100% N=516
Safety of the drinking water 1% N=4 1% N=4 5% N=26 21% N=109 69% N=357 3% N=16 0% N=1 100% N=516
Quality of the water: pure and clean 0% N=1 1% N=7 5% N=27 22% N=115 70% N=360 1% N=5 0% N=1 100% N=516
Price 4% N=18 5% N=25 17% N=87 34% N=177 29% N=149 11% N=57 1% N=3 100% N=516
Overall satisfaction with Water service 1% N=4 1% N=4 5% N=27 28% N=147 65% N=333 0% N=0 0% N=1 100% N=516
This question was asked only of those who reported they received water service from Fort Collins Utilities.
Table 70: Question 11
Please rate Fort Collins Utilities on each of the
following aspects of your WASTEWATER or
SEWER SERVICE :
Extremely
dissatisfied-1 2 3 4
Extremely
satisfied-5 Don't know Refused Total
Reliability, few backups caused by the utility 1% N=4 1% N=4 9% N=47 23% N=118 62% N=314 3% N=17 1% N=3 100% N=507
Controlling odors at wastewater treatment
facilities 1% N=3 3% N=13 14% N=73 25% N=128 45% N=230 11% N=58 0% N=2 100% N=507
Price 3% N=16 4% N=22 17% N=87 30% N=153 28% N=143 16% N=83 1% N=3 100% N=507
Overall satisfaction with Wastewater service 1% N=4 1% N=3 10% N=50 32% N=164 54% N=275 2% N=9 0% N=2 100% N=507
This question was asked only of those who reported they received waste water or sewer service from Fort Collins Utilities.
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Table 71: Question 12
Please rate Fort Collins Utilities for their
performance on each of the following:
Extremely
dissatisfied-1 2 3 4
Extremely
satisfied-5 Don't know Refused Total
The courteousness of customer service 0% N=1 2% N=14 9% N=52 25% N=147 55% N=331 8% N=51 1% N=4 100% N=600
The helpfulness of customer service 1% N=3 1% N=9 10% N=58 32% N=190 47% N=281 10% N=57 0% N=2 100% N=600
Informing you about repairs and maintenance
and when issues are resolved 2% N=14 3% N=20 16% N=97 28% N=169 40% N=242 8% N=50 1% N=8 100% N=600
Contributions to the community 2% N=12 3% N=17 19% N=113 31% N=186 32% N=191 13% N=76 1% N=5 100% N=600
Connecting your phone call to the right
person quickly 1% N=4 1% N=9 14% N=84 29% N=176 42% N=252 12% N=70 1% N=5 100% N=600
Accuracy of answering billing questions 1% N=5 1% N=9 12% N=73 24% N=143 49% N=296 12% N=71 1% N=4 100% N=600
Reliability of services (number of
interruptions) 0% N=1 1% N=6 4% N=25 25% N=152 68% N=406 1% N=7 1% N=4 100% N=600
Opportunities to participate in conservation
programs 3% N=18 5% N=29 24% N=142 33% N=199 29% N=176 6% N=34 0% N=2 100% N=600
The overall management of the utility 1% N=8 2% N=9 10% N=59 36% N=218 46% N=277 4% N=26 1% N=3 100% N=600
Controlling costs to keep rates as low as
possible 4% N=25 4% N=23 19% N=114 34% N=205 32% N=190 7% N=41 0% N=2 100% N=600
Trustworthiness 1% N=5 2% N=12 7% N=41 33% N=200 54% N=323 2% N=14 1% N=3 100% N=600
Environmental stewardship, including
offering energy efficiency, water
conservation and renewable energy (e.g.,
wind) programs 1% N=9 4% N=24 16% N=98 34% N=205 38% N=226 6% N=33 1% N=5 100% N=600
The quality electric and water service 0% N=1 1% N=4 6% N=38 28% N=166 64% N=384 1% N=5 0% N=2 100% N=600
Accuracy of bills 0% N=2 1% N=9 8% N=50 26% N=157 59% N=356 4% N=22 1% N=4 100% N=600
Convenience of bill payment options,
including in-person locations and online 2% N=9 2% N=15 12% N=71 29% N=175 52% N=309 3% N=19 0% N=2 100% N=600
The value of services for the money you pay 2% N=15 3% N=17 12% N=70 39% N=234 41% N=248 2% N=13 1% N=4 100% N=600
The level of security used to protect the
utility’s infrastructure, such as power lines,
pipes, etc. 1% N=4 2% N=12 12% N=74 32% N=190 40% N=242 12% N=75 0% N=2 100% N=600
Information and tools provided to help you
manage your use and costs 2% N=13 4% N=26 16% N=97 33% N=198 40% N=237 4% N=27 0% N=3 100% N=600
Technology tools, similar to those used by
banks, cell phone or cable companies 1% N=9 4% N=22 19% N=116 35% N=208 29% N=172 12% N=71 0% N=2 100% N=600
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Please rate Fort Collins Utilities for their
performance on each of the following:
Extremely
dissatisfied-1 2 3 4
Extremely
satisfied-5 Don't know Refused Total
Online security provided to protect your
personal and financial data 1% N=8 1% N=8 8% N=49 29% N=175 48% N=287 11% N=69 1% N=6 100% N=600
Practices used to reduce the utility’s carbon
footprint 2% N=13 2% N=13 19% N=113 34% N=206 29% N=175 12% N=75 1% N=6 100% N=600
Availability of rate plans that encourage
conservation and/or energy use at off-peak
times of day 3% N=20 7% N=40 19% N=113 33% N=200 28% N=171 9% N=52 1% N=4 100% N=600
Employee knowledge 1% N=4 2% N=9 9% N=54 34% N=202 43% N=258 11% N=69 1% N=4 100% N=600
Overall satisfaction with Fort Collins Utilities 2% N=12 0% N=2 7% N=41 37% N=224 51% N=304 1% N=5 2% N=13 100% N=600
Table 72: Respondent Gender
Gender Percent Number
Female 51% N=302
Male 49% N=295
Don't know 0% N=0
Total 100% N=597
Table 73: Respondent Age
Please stop me when I reach the category that includes your age. Percent Number
18 to 24 26% N=157
25-34 17% N=101
35-44 15% N=89
45-54 15% N=92
55-64 9% N=53
65 years and over 14% N=85
Don't know 1% N=4
Refused 3% N=18
Total 100% N=600
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Table 74: Presence of Children under 18
Are there any children under the age of 18 living in your household? Percent Number
No 71% N=424
Yes 26% N=154
Don't know 1% N=4
Refused 3% N=17
Total 100% N=600
Table 75: Student Status
Are you currently a full- or part-time student at a college or university in Fort Collins? Percent Number
No 69% N=416
Yes 27% N=164
Don't know 1% N=4
Refused 3% N=16
Total 100% N=600
Table 76: Housing Tenure
Do you own or rent your primary residence in Fort Collins? Percent Number
Own 44% N=266
Rent 51% N=309
Don't know 1% N=5
Refused 3% N=20
Total 100% N=600
Table 77: Respondent Education Level
What was the last grade in school you had the opportunity to complete? Percent Number
Less than HS degree 2% N=14
HS graduate, vocational education 10% N=61
Some college 32% N=195
College graduate 33% N=197
Post graduate degree or study 18% N=107
Don't know 1% N=6
Refused 3% N=20
Total 100% N=600
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Table 78: Respondent Race
Are you of Spanish, Hispanic or Latino origin? Percent Number
No 86% N=518
Yes 9% N=54
Don't know 1% N=4
Refused 4% N=24
Total 100% N=600
Table 79: Respondent Ethnicity
Which one or more of the following would you say is your race? Percent Number
American Indian or Alaskan Native 1% N=7
Asian, Asian Indian or Pacific Islander 2% N=12
Black or African American 2% N=12
White 88% N=502
Other 6% N=35
Total 100% N=568
Total may exceed 100% as respondents could select more than one option.
Table 80: Respondent Zip Code
May I please have your zip code? Percent Number
80521 28% N=163
80524 15% N=86
80525 27% N=157
80526 24% N=142
80528 6% N=33
Total 100% N=580
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Small/Medium Business Customer Survey
Table 81: Utility Provider
Please tell me who your provider is for each of the following
utilities:
City of Fort Collins/Fort Collins
Utility
Other
Provider Don't know Refused Total
Electric Service 82% N=163 12% N=24 7% N=13 0% N=0 100% N=200
Water Service 75% N=149 14% N=28 12% N=23 0% N=0 100% N=200
Wastewater/Sewer Service 71% N=142 14% N=27 16% N=31 0% N=0 100% N=200
Table 82: Question 1
Overall satisfaction with Fort Collins Utilities Percent Number
Extremely dissatisfied-1 1% N=2
2 2% N=4
3 11% N=22
4 36% N=71
Extremely satisfied-5 50% N=100
Don't know 1% N=1
Refused 0% N=0
Total 100% N=200
Table 83: Question 2
If you could choose your utility provider, how
important would each of the following factors be to
you in making that selection?
Not at all
important-1 2 3 4
Very
important-5
Don't
know Refused Total
Reliable service 0% N=0 0% N=0 2% N=4 6% N=12 92% N=184 0% N=0 0% N=0 100% N=200
Quality of product delivered 1% N=1 0% N=0 5% N=10 12% N=23 82% N=164 1% N=2 0% N=0 100% N=200
Timely repairs and service restoration 0% N=0 1% N=1 2% N=4 10% N=19 88% N=175 1% N=1 0% N=0 100% N=200
Courteous customer service 1% N=1 1% N=1 7% N=13 23% N=46 69% N=138 1% N=1 0% N=0 100% N=200
Helpful customer service 1% N=2 1% N=1 5% N=9 21% N=42 73% N=146 0% N=0 0% N=0 100% N=200
Controlling costs to keep prices as low as possible 0% N=0 1% N=1 6% N=11 16% N=31 79% N=157 0% N=0 0% N=0 100% N=200
Well managed company 2% N=3 1% N=2 7% N=14 22% N=44 68% N=136 1% N=1 0% N=0 100% N=200
Accurate bills 0% N=0 0% N=0 2% N=4 11% N=22 86% N=172 1% N=2 0% N=0 100% N=200
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If you could choose your utility provider, how
important would each of the following factors be to
you in making that selection?
Not at all
important-1 2 3 4
Very
important-5
Don't
know Refused Total
A company you can trust 0% N=0 0% N=0 4% N=8 17% N=33 79% N=158 0% N=0 1% N=1 100% N=200
Programs to help you conserve 6% N=12 4% N=8 19% N=38 31% N=61 41% N=81 0% N=0 0% N=0 100% N=200
Variety of ways to pay your bill, including in-person
locations and on-line 5% N=10 6% N=11 17% N=34 34% N=68 38% N=75 1% N=2 0% N=0 100% N=200
Contributing to the community 4% N=7 7% N=13 21% N=42 31% N=61 38% N=75 1% N=2 0% N=0 100% N=200
Connecting your phone call to the right person the
first time 1% N=2 1% N=2 10% N=19 22% N=44 66% N=132 1% N=1 0% N=0 100% N=200
Environmentally conscious, including offering
energy efficiency, water conservation and
renewable energy (e.g., wind and solar) programs 5% N=9 3% N=5 17% N=34 26% N=52 50% N=99 1% N=1 0% N=0 100% N=200
High level of security for its infrastructure such as
power lines, storm drains, water pipes, etc. 1% N=1 1% N=1 8% N=16 20% N=39 70% N=140 2% N=3 0% N=0 100% N=200
Providing good value for your money 0% N=0 0% N=0 3% N=5 16% N=32 82% N=163 0% N=0 0% N=0 100% N=200
Answering your billing questions accurately 2% N=3 0% N=0 5% N=9 12% N=24 81% N=162 1% N=2 0% N=0 100% N=200
Information and tools to help you manage your use
and costs such as the utilities web portal 5% N=10 5% N=9 27% N=53 31% N=62 32% N=63 2% N=3 0% N=0 100% N=200
Technology tools to make your life easier, similar to
those provided by other companies, such as banks,
cell phone, cable, etc. 4% N=7 6% N=12 21% N=41 32% N=63 37% N=73 2% N=4 0% N=0 100% N=200
Cyber security of any personal or financial data 1% N=1 1% N=1 4% N=8 13% N=25 82% N=163 1% N=2 0% N=0 100% N=200
Rate plans that encourage conservation and/or
using energy at off-peak times of day 4% N=8 8% N=15 18% N=36 28% N=57 40% N=79 2% N=4 1% N=1 100% N=200
Having employees with knowledge to answer
questions and resolve problems 1% N=1 1% N=1 4% N=8 24% N=47 72% N=143 0% N=0 0% N=0 100% N=200
Having a presence on the web and social media to
communicate issues and promote programs and
events 12% N=24 13% N=26 30% N=59 24% N=48 20% N=40 2% N=3 0% N=0 100% N=200
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Table 84: Question 3
Fort Collins Utilities and Platte River Power Authority, the
city-owned wholesale power provider for Fort Collins,
Estes Park, Longmont and Loveland, are working
together to diversify future electricity supply to the cities
to reduce greenhouse gas emissions. Please indicate your
level of agreement or disagreement with each of the
following statements::
Strongly
disagree-1 2 3 4
Strongly
agree-5
Don't
know Refused Total
My organization/business supports Platte River Power
Authority and Fort Collins Utilities in the effort to reduce
greenhouse gas emissions by at least 20% below 2005
levels by 2020. 8% N=15 4% N=8 28% N=55 20% N=40 39% N=77 3% N=5 0% N=0 100% N=200
My organization/business would like Platte River Power
Authority to increase renewable energy sources like wind
and solar from 6% currently, to a level of 20% by 2020. 8% N=15 5% N=10 31% N=62 16% N=31 39% N=78 2% N=4 0% N=0 100% N=200
My organization would support Platte River Power
Authority adding natural gas generation to supply energy,
when needed, to supplement wind and solar resources
since the output from these two resources can vary. 2% N=4 4% N=8 34% N=68 25% N=49 34% N=67 2% N=4 0% N=0 100% N=200
Table 85: Question 4
As the City's Climate Action Plan aligns to make progress toward the greenhouse gas reduction goals, how much more, if any, would your
organization be willing to pay in your monthly utility bill to support this acceleration? Would you say… Percent Number
0% 35% N=70
1-5% 38% N=75
6-10% 15% N=30
11-15% 3% N=6
More than 15% 3% N=6
Don't know 6% N=12
Refused 1% N=1
Total 100% N=200
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Table 86: Question 5
Please indicate your level of agreement or
disagreement with each of the following statements:
Strongly
disagree-1 2 3 4
Strongly
agree-5
Don't
know Refused Total
My organization takes the time to learn more about
conservation in an effort to make better energy and/or
water use decisions. 5% N=9 5% N=10 33% N=66 25% N=50 30% N=60 3% N=5 0% N=0 100% N=200
My organization expects the City of Fort Collins to lead
the way to a clean energy future through investment in
or support of community based solutions such as solar
gardens, on-bill financing for efficiency upgrades, and
contractor certification. 9% N=17 5% N=10 29% N=58 24% N=48 32% N=64 2% N=3 0% N=0 100% N=200
My organization supports charging more for energy
used during peak periods of the day when it costs
more to generate energy. 22% N=44 13% N=25 36% N=72 12% N=23 17% N=33 2% N=3 0% N=0 100% N=200
Table 87: Question 6
Fort Collins Utilities emphasizes the importance of WATER efficiency and conservation at a level that is: Percent Number
Not enough 11% N=22
About right 73% N=146
Too much 9% N=18
Don't know 7% N=14
Refused 0% N=0
Total 100% N=200
Table 88: Question 7
Fort Collins Utilities emphasizes the importance of ENERGY efficiency and conservation at a level that is: Percent Number
Not enough 13% N=25
About right 74% N=148
Too much 9% N=17
Don't know 5% N=10
Refused 0% N=0
Total 100% N=200
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Table 89: Question 8
Fort Collins Utilities' overall performance as stewards of water and energy resources for your community Percent Number
Extremely dissatisfied-1 1% N=2
2 1% N=2
3 25% N=49
4 40% N=80
Extremely satisfied-5 31% N=62
Don't know 3% N=5
Refused 0% N=0
Total 100% N=200
Table 90: Question 9
Please rate Fort Collins Utilities on each of the
following aspects of your ELECTRIC service:
Extremely
dissatisfied-1 2 3 4
Extremely
satisfied-5
Don't
know Refused Total
Reliability; few outages or interruptions 0% N=0 1% N=2 9% N=15 23% N=40 66% N=117 1% N=2 0% N=0 100% N=176
Power quality: few voltage fluctuations or
surges 0% N=0 2% N=3 11% N=19 28% N=49 57% N=100 3% N=5 0% N=0 100% N=176
Timeliness of electric service repair and service
restoration 0% N=0 2% N=4 18% N=32 27% N=48 43% N=76 9% N=15 1% N=1 100% N=176
Price 5% N=9 6% N=10 32% N=57 30% N=53 24% N=42 3% N=5 0% N=0 100% N=176
Overall satisfaction with electric service 0% N=0 1% N=1 11% N=19 35% N=62 53% N=94 0% N=0 0% N=0 100% N=176
This question was asked only of those who reported they received electric service from Fort Collins Utilities.
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Table 91: Question 10
Please rate Fort Collins Utilities on each of the
following aspects of your STORM WATER
service.
Extremely
dissatisfied-1 2 3 4
Extremely
satisfied-5 Don't know Refused Total
Protection from major floods 3% N=6 3% N=6 27% N=52 29% N=56 31% N=59 6% N=12 1% N=2 100% N=193
Protection from local street flooding 2% N=4 6% N=11 29% N=56 27% N=52 30% N=57 6% N=11 1% N=2 100% N=193
Protecting and improving urban streams 3% N=5 2% N=4 30% N=57 26% N=50 25% N=48 14% N=27 1% N=2 100% N=193
Price 7% N=14 6% N=12 33% N=64 21% N=40 19% N=37 12% N=23 2% N=3 100% N=193
Overall satisfaction with Storm Water service 1% N=2 4% N=7 24% N=46 37% N=72 28% N=54 5% N=10 1% N=2 100% N=193
Table 92: Question 11
Please rate Fort Collins Utilities on each of the
following aspects of your WATER service.
Extremely
dissatisfied-1 2 3 4
Extremely
satisfied-5
Don't
know Refused Total
Reliability, few water service interruptions 1% N=1 1% N=1 3% N=5 25% N=43 67% N=116 2% N=4 1% N=2 100% N=172
Taste of the water 2% N=3 2% N=4 11% N=19 22% N=37 58% N=100 4% N=7 1% N=2 100% N=172
Safety of the drinking water 0% N=0 1% N=1 8% N=13 24% N=41 63% N=108 4% N=7 1% N=2 100% N=172
Quality of the water: pure and clean 1% N=1 2% N=4 8% N=13 22% N=37 65% N=111 2% N=4 1% N=2 100% N=172
Price 5% N=8 5% N=9 22% N=37 33% N=57 28% N=48 6% N=11 1% N=2 100% N=172
Overall satisfaction with Water service 0% N=0 1% N=2 7% N=12 33% N=57 56% N=96 2% N=3 1% N=2 100% N=172
This question was asked only of those who reported they received water service from Fort Collins Utilities.
Table 93: Question 12
Please rate Fort Collins Utilities on each of the
following aspects of your WASTEWATER or
SEWER SERVICE.
Extremely
dissatisfied-1 2 3 4
Extremely
satisfied-5
Don't
know Refused Total
Reliability, few backups caused by the utility 0% N=0 1% N=1 11% N=19 32% N=55 49% N=84 7% N=12 1% N=2 100% N=173
Controlling odors at wastewater treatment
facilities 1% N=1 2% N=4 23% N=40 27% N=47 36% N=62 9% N=16 2% N=3 100% N=173
Price 4% N=7 4% N=7 27% N=46 27% N=47 25% N=44 11% N=19 2% N=3 100% N=173
Overall satisfaction with Wastewater service 0% N=0 1% N=1 11% N=19 36% N=63 46% N=79 5% N=9 1% N=2 100% N=173
This question was asked only of those who reported they received waste water or sewer service from Fort Collins Utilities.
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Table 94: Question 13
Please rate Fort Collins Utilities for their
performance on each of the following:
Extremely
dissatisfied-1 2 3 4
Extremely
satisfied-5 Don't know Refused Total
The courteousness of customer service 0% N=0 0% N=0 11% N=21 28% N=57 55% N=109 6% N=11 1% N=2 100% N=200
The helpfulness of customer service 0% N=0 1% N=1 12% N=23 32% N=63 49% N=98 7% N=13 1% N=2 100% N=200
Informing you about repairs and maintenance
and when issues are resolved 1% N=2 2% N=3 25% N=49 31% N=62 34% N=68 7% N=14 1% N=2 100% N=200
Contributions to the community 1% N=1 2% N=4 28% N=55 30% N=60 24% N=47 16% N=31 1% N=2 100% N=200
Connecting your phone call to the right person
quickly 1% N=2 2% N=4 17% N=34 26% N=52 45% N=90 9% N=17 1% N=1 100% N=200
Accuracy of answering billing questions 1% N=1 1% N=1 14% N=28 28% N=56 49% N=97 8% N=15 1% N=2 100% N=200
Reliability of services (number of interruptions) 1% N=1 1% N=1 8% N=15 28% N=56 63% N=125 0% N=0 1% N=2 100% N=200
Opportunities to participate in conservation
programs 0% N=0 5% N=9 26% N=52 30% N=60 29% N=58 9% N=18 2% N=3 100% N=200
The overall management of the utility 0% N=0 1% N=2 14% N=27 37% N=73 42% N=83 7% N=14 1% N=1 100% N=200
Controlling costs to keep rates competitive 2% N=3 6% N=11 28% N=55 27% N=54 27% N=54 11% N=22 1% N=1 100% N=200
Trustworthiness 1% N=1 1% N=1 11% N=22 32% N=63 55% N=109 2% N=3 1% N=1 100% N=200
Environmental stewardship, including offering
energy efficiency, water conservation and
renewable energy (e.g., wind) programs 1% N=2 3% N=5 22% N=43 37% N=74 32% N=63 6% N=11 1% N=2 100% N=200
Quality electric and water service 0% N=0 1% N=2 7% N=14 34% N=67 56% N=113 2% N=3 1% N=1 100% N=200
Accuracy of bills 2% N=3 0% N=0 10% N=19 27% N=54 56% N=112 6% N=11 1% N=1 100% N=200
Convenience of bill payment options, including
in-person locations and online 0% N=0 2% N=4 12% N=23 35% N=69 46% N=92 5% N=10 1% N=2 100% N=200
The value of services for the money you pay 1% N=2 4% N=7 25% N=50 31% N=61 35% N=70 4% N=8 1% N=2 100% N=200
The level of security used to protect the utility’s
infrastructure, such as power lines, pipes, etc. 0% N=0 3% N=5 16% N=31 31% N=61 38% N=76 13% N=26 1% N=1 100% N=200
Information and tools provided to help you
manage your use and costs 0% N=0 5% N=10 25% N=49 31% N=62 33% N=66 6% N=12 1% N=1 100% N=200
Technology tools, similar to those used by
banks, cell phone or cable companies 1% N=1 2% N=3 26% N=52 27% N=53 33% N=65 12% N=24 1% N=2 100% N=200
Online security provided to protect your
personal and financial data 0% N=0 1% N=1 16% N=31 26% N=52 40% N=80 17% N=34 1% N=2 100% N=200
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Please rate Fort Collins Utilities for their
performance on each of the following:
Extremely
dissatisfied-1 2 3 4
Extremely
satisfied-5 Don't know Refused Total
Practices used to reduce the utility’s carbon
footprint 3% N=5 3% N=6 26% N=52 30% N=59 26% N=51 13% N=25 1% N=2 100% N=200
Availability of rate plans that encourage
conservation and/or energy use at off-peak
times of day 3% N=5 4% N=8 31% N=62 28% N=56 21% N=41 14% N=27 1% N=1 100% N=200
Employee knowledge 0% N=0 2% N=3 14% N=27 32% N=64 44% N=87 9% N=18 1% N=1 100% N=200
Overall satisfaction with Fort Collins Utilities 0% N=0 1% N=2 11% N=22 41% N=82 45% N=90 0% N=0 2% N=4 100% N=200
Table 95: Respondent Gender
Gender Percent Number
Female 49% N=97
Male 52% N=103
Total 100% N=200
Table 96: Number of Employees in Business
How many employees of your organization work at this facility? Percent Number
1-5 48% N=96
6-10 20% N=40
11-19 12% N=24
20-99 8% N=16
100-499 1% N=2
500 or more 1% N=1
Don't know 6% N=12
Refused 5% N=9
Total 100% N=200
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Table 97: Business Location History
How long has your company been at its current location? Percent Number
Less than 1 year 10% N=19
1-2 17% N=33
3-5 18% N=36
6-10 17% N=33
11-20 14% N=29
More than 20 years 20% N=39
Don't know 2% N=3
Refused 4% N=8
Total 100% N=200
Table 98: Respondent Education Level
What was the last grade in school you had the opportunity to complete? Percent Number
Less than HS degree 1% N=2
HS graduate, vocational education 11% N=21
Some college 19% N=38
College graduate 42% N=83
Post graduate degree or study 22% N=43
Don't know 1% N=2
Refused 6% N=11
Total 100% N=200
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Key Account Customer Survey
Table 99: Utility Provider
Please tell me who your provider is for each of the following utilities: City of Fort Collins/Fort Collins Utility Other Provider Don't know Refused Total
Electric Service 80% N=8 20% N=2 0% N=0 0% N=0 100% N=10
Water Service 100% N=10 0% N=0 0% N=0 0% N=0 100% N=10
Wastewater/Sewer Service 100% N=10 0% N=0 0% N=0 0% N=0 100% N=10
Table 100: Question 1
Overall satisfaction with Fort Collins Utilities Percent Number
Extremely dissatisfied-1 0% N=0
2 0% N=0
3 0% N=0
4 30% N=3
Extremely satisfied-5 70% N=7
Don't know 0% N=0
Refused 0% N=0
Total 100% N=10
Table 101: Question 2
If you could choose your utility provider, how important
would each of the following factors be to you in making
that selection?
Not at all
important-1 2 3 4
Very
important-5
Don't
know Refused Total
Reliable service 0% N=0 0% N=0 0% N=0 10% N=1 90% N=9 0% N=0 0% N=0 100% N=10
Quality of product delivered 0% N=0 0% N=0 0% N=0 10% N=1 90% N=9 0% N=0 0% N=0 100% N=10
Timely repairs and service restoration 0% N=0 0% N=0 0% N=0 0% N=0 100% N=10 0% N=0 0% N=0 100% N=10
Courteous customer service 0% N=0 0% N=0 20% N=2 30% N=3 50% N=5 0% N=0 0% N=0 100% N=10
Helpful customer service 0% N=0 0% N=0 10% N=1 10% N=1 80% N=8 0% N=0 0% N=0 100% N=10
Controlling costs to keep prices as low as possible 0% N=0 10% N=1 10% N=1 20% N=2 60% N=6 0% N=0 0% N=0 100% N=10
Well managed company 0% N=0 0% N=0 10% N=1 20% N=2 70% N=7 0% N=0 0% N=0 100% N=10
Accurate bills 0% N=0 0% N=0 0% N=0 10% N=1 90% N=9 0% N=0 0% N=0 100% N=10
A company you can trust 0% N=0 0% N=0 0% N=0 20% N=2 80% N=8 0% N=0 0% N=0 100% N=10
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If you could choose your utility provider, how important
would each of the following factors be to you in making
that selection?
Not at all
important-1 2 3 4
Very
important-5
Don't
know Refused Total
Programs to help you conserve 0% N=0 0% N=0 10% N=1 20% N=2 70% N=7 0% N=0 0% N=0 100% N=10
Variety of ways to pay your bill, including in-person
locations and on-line 0% N=0 10% N=1 30% N=3 50% N=5 10% N=1 0% N=0 0% N=0 100% N=10
Contributing to the community 0% N=0 0% N=0 40% N=4 30% N=3 30% N=3 0% N=0 0% N=0 100% N=10
Connecting your phone call to the right person the first
time 0% N=0 0% N=0 10% N=1 70% N=7 20% N=2 0% N=0 0% N=0 100% N=10
Environmentally conscious, including offering energy
efficiency, water conservation and renewable energy
(e.g., wind and solar) programs 0% N=0 0% N=0 0% N=0 20% N=2 80% N=8 0% N=0 0% N=0 100% N=10
High level of security for its infrastructure such as power
lines, storm drains, water pipes, etc. 0% N=0 0% N=0 20% N=2 10% N=1 70% N=7 0% N=0 0% N=0 100% N=10
Providing good value for your money 0% N=0 0% N=0 10% N=1 10% N=1 80% N=8 0% N=0 0% N=0 100% N=10
Answering your billing questions accurately 0% N=0 0% N=0 0% N=0 40% N=4 60% N=6 0% N=0 0% N=0 100% N=10
Information and tools to help you manage your use and
costs such as the utilities web portal 0% N=0 0% N=0 0% N=0 60% N=6 40% N=4 0% N=0 0% N=0 100% N=10
Technology tools to make your life easier, similar to
those provided by other companies, such as banks, cell
phone, cable, etc. 0% N=0 0% N=0 10% N=1 50% N=5 40% N=4 0% N=0 0% N=0 100% N=10
Cyber security of any personal or financial data 0% N=0 0% N=0 10% N=1 10% N=1 80% N=8 0% N=0 0% N=0 100% N=10
Rate plans that encourage conservation and/or using
energy at off-peak times of day 0% N=0 0% N=0 0% N=0 20% N=2 80% N=8 0% N=0 0% N=0 100% N=10
Having employees with knowledge to answer questions
and resolve problems 0% N=0 0% N=0 0% N=0 30% N=3 70% N=7 0% N=0 0% N=0 100% N=10
Having a presence on the web and social media to
communicate issues and promote programs and events 10% N=1 10% N=1 20% N=2 50% N=5 10% N=1 0% N=0 0% N=0 100% N=10
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Table 102: Question 3
Fort Collins Utilities and Platte River Power Authority, the city-
owned wholesale power provider for Fort Collins, Estes Park,
Longmont and Loveland, are working together to diversify
future electricity supply to the cities to reduce greenhouse gas
emissions. Please indicate your level of agreement or
disagreement with each of the following statements::
Strongly
disagree-1 2 3 4
Strongly
agree-5
Don't
know Refused Total
My organization/business supports Platte River Power
Authority and Fort Collins Utilities in the effort to reduce
greenhouse gas emissions by at least 20% below 2005 levels by
2020. 0% N=0 0% N=0 30% N=3 0% N=0 70% N=7 0% N=0 0% N=0 100% N=10
My organization/business would like Platte River Power
Authority to increase renewable energy sources like wind and
solar from 6% currently, to a level of 20% by 2020. 0% N=0 10% N=1 10% N=1 30% N=3 40% N=4 10% N=1 0% N=0 100% N=10
My organization would support Platte River Power Authority
adding natural gas generation to supply energy, when needed,
to supplement wind and solar resources since the output from
these two resources can vary. 0% N=0 0% N=0 30% N=3 10% N=1 60% N=6 0% N=0 0% N=0 100% N=10
Table 103: Question 4
As the City's Climate Action Plan aligns to make progress toward the greenhouse gas reduction goals, how much more, if any, would your
organization be willing to pay in your monthly utility bill to support this acceleration? Would you say… Percent Number
0% 20% N=2
1-5% 50% N=5
6-10% 10% N=1
11-15% 10% N=1
More than 15% 0% N=0
Don't know 0% N=0
Refused 10% N=1
Total 100% N=10
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Table 104: Question 5
Please indicate your level of agreement or disagreement with
each of the following statements:
Strongly
disagree-1 2 3 4
Strongly
agree-5
Don't
know Refused Total
My organization takes the time to learn more about
conservation in an effort to make better energy and/or water
use decisions. 0% N=0 0% N=0 10% N=1 20% N=2 70% N=7 0% N=0 0% N=0 100% N=10
My organization expects the City of Fort Collins to lead the
way to a clean energy future through investment in or support
of community based solutions such as solar gardens, on-bill
financing for efficiency upgrades, and contractor certification. 0% N=0 0% N=0 10% N=1 50% N=5 40% N=4 0% N=0 0% N=0 100% N=10
My organization supports charging more for energy used
during peak periods of the day when it costs more to generate
energy. 0% N=0 10% N=1 20% N=2 30% N=3 40% N=4 0% N=0 0% N=0 100% N=10
Table 105: Question 6
Fort Collins Utilities emphasizes the importance of WATER efficiency and conservation at a level that is: Percent Number
Not enough 20% N=2
About right 80% N=8
Too much 0% N=0
Don't know 0% N=0
Refused 0% N=0
Total 100% N=10
Table 106: Question 7
Fort Collins Utilities emphasizes the importance of ENERGY efficiency and conservation at a level that is: Percent Number
Not enough 10% N=1
About right 90% N=9
Too much 0% N=0
Don't know 0% N=0
Refused 0% N=0
Total 100% N=10
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Table 107: Question 8
Fort Collins Utilities' overall performance as stewards of water and energy resources for your community Percent Number
Extremely dissatisfied-1 0% N=0
2 0% N=0
3 10% N=1
4 50% N=5
Extremely satisfied-5 40% N=4
Don't know 0% N=0
Refused 0% N=0
Total 100% N=10
Table 108: Question 9
Please rate Fort Collins Utilities on each of the
following aspects of your ELECTRIC service:
Extremely
dissatisfied-1 2 3 4
Extremely
satisfied-5
Don't
know Refused Total
Reliability; few outages or interruptions 0% N=0 0% N=0 0% N=0 13% N=1 88% N=7 0% N=0 0% N=0 100% N=8
Power quality: few voltage fluctuations or surges 0% N=0 0% N=0 0% N=0 38% N=3 63% N=5 0% N=0 0% N=0 100% N=8
Timeliness of electric service repair and service
restoration 0% N=0 0% N=0 0% N=0 25% N=2 75% N=6 0% N=0 0% N=0 100% N=8
Price 0% N=0 0% N=0 13% N=1 25% N=2 63% N=5 0% N=0 0% N=0 100% N=8
Overall satisfaction with electric service 0% N=0 0% N=0 0% N=0 25% N=2 75% N=6 0% N=0 0% N=0 100% N=8
This question was asked only of those who reported they received electric service from Fort Collins Utilities.
Table 109: Question 10
Please rate Fort Collins Utilities on each of the
following aspects of your STORM WATER service.
Extremely
dissatisfied-1 2 3 4
Extremely
satisfied-5
Don't
know Refused Total
Protection from major floods 0% N=0 0% N=0 20% N=2 30% N=3 50% N=5 0% N=0 0% N=0 100% N=10
Protection from local street flooding 0% N=0 0% N=0 20% N=2 50% N=5 30% N=3 0% N=0 0% N=0 100% N=10
Protecting and improving urban streams 0% N=0 0% N=0 20% N=2 40% N=4 40% N=4 0% N=0 0% N=0 100% N=10
Price 0% N=0 0% N=0 10% N=1 70% N=7 20% N=2 0% N=0 0% N=0 100% N=10
Overall satisfaction with Storm Water service 0% N=0 0% N=0 10% N=1 30% N=3 60% N=6 0% N=0 0% N=0 100% N=10
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Table 110: Question 11
Please rate Fort Collins Utilities on each of the
following aspects of your WATER service.
Extremely
dissatisfied-1 2 3 4
Extremely
satisfied-5
Don't
know Refused Total
Reliability, few water service interruptions 0% N=0 0% N=0 0% N=0 10% N=1 90% N=9 0% N=0 0% N=0 100% N=10
Taste of the water 0% N=0 0% N=0 0% N=0 20% N=2 80% N=8 0% N=0 0% N=0 100% N=10
Safety of the drinking water 0% N=0 0% N=0 0% N=0 20% N=2 80% N=8 0% N=0 0% N=0 100% N=10
Quality of the water: pure and clean 0% N=0 0% N=0 0% N=0 20% N=2 80% N=8 0% N=0 0% N=0 100% N=10
Price 10% N=1 0% N=0 10% N=1 50% N=5 30% N=3 0% N=0 0% N=0 100% N=10
Overall satisfaction with Water service 0% N=0 0% N=0 0% N=0 10% N=1 90% N=9 0% N=0 0% N=0 100% N=10
This question was asked only of those who reported they received water service from Fort Collins Utilities.
Table 111: Question 12
Please rate Fort Collins Utilities on each of the
following aspects of your WASTEWATER or SEWER
SERVICE.
Extremely
dissatisfied-1 2 3 4
Extremely
satisfied-5
Don't
know Refused Total
Reliability, few backups caused by the utility 0% N=0 0% N=0 0% N=0 20% N=2 80% N=8 0% N=0 0% N=0 100% N=10
Controlling odors at wastewater treatment facilities 0% N=0 0% N=0 10% N=1 30% N=3 50% N=5 10% N=1 0% N=0 100% N=10
Price 0% N=0 0% N=0 20% N=2 70% N=7 10% N=1 0% N=0 0% N=0 100% N=10
Overall satisfaction with Wastewater service 0% N=0 0% N=0 0% N=0 40% N=4 60% N=6 0% N=0 0% N=0 100% N=10
This question was asked only of those who reported they received waste water or sewer service from Fort Collins Utilities.
Table 112: Question 13
Please rate Fort Collins Utilities for their performance
on each of the following:
Extremely
dissatisfied-1 2 3 4
Extremely
satisfied-5
Don't
know Refused Total
The courteousness of customer service 0% N=0 0% N=0 20% N=2 20% N=2 60% N=6 0% N=0 0% N=0 100% N=10
The helpfulness of customer service 0% N=0 0% N=0 10% N=1 40% N=4 50% N=5 0% N=0 0% N=0 100% N=10
Informing you about repairs and maintenance and
when issues are resolved 0% N=0 0% N=0 20% N=2 30% N=3 50% N=5 0% N=0 0% N=0 100% N=10
Contributions to the community 0% N=0 0% N=0 10% N=1 40% N=4 50% N=5 0% N=0 0% N=0 100% N=10
Connecting your phone call to the right person quickly 0% N=0 10% N=1 10% N=1 40% N=4 40% N=4 0% N=0 0% N=0 100% N=10
Accuracy of answering billing questions 0% N=0 0% N=0 20% N=2 30% N=3 50% N=5 0% N=0 0% N=0 100% N=10
Reliability of services (number of interruptions) 0% N=0 0% N=0 0% N=0 20% N=2 80% N=8 0% N=0 0% N=0 100% N=10
Opportunities to participate in conservation programs 0% N=0 0% N=0 0% N=0 20% N=2 80% N=8 0% N=0 0% N=0 100% N=10
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Please rate Fort Collins Utilities for their performance
on each of the following:
Extremely
dissatisfied-1 2 3 4
Extremely
satisfied-5
Don't
know Refused Total
The overall management of the utility 0% N=0 0% N=0 10% N=1 10% N=1 80% N=8 0% N=0 0% N=0 100% N=10
Controlling costs to keep rates competitive 0% N=0 0% N=0 0% N=0 50% N=5 50% N=5 0% N=0 0% N=0 100% N=10
Trustworthiness 0% N=0 0% N=0 10% N=1 10% N=1 80% N=8 0% N=0 0% N=0 100% N=10
Environmental stewardship, including offering energy
efficiency, water conservation and renewable energy
(e.g., wind) programs 0% N=0 0% N=0 0% N=0 40% N=4 60% N=6 0% N=0 0% N=0 100% N=10
Quality electric and water service 0% N=0 0% N=0 0% N=0 10% N=1 90% N=9 0% N=0 0% N=0 100% N=10
Accuracy of bills 0% N=0 0% N=0 10% N=1 40% N=4 50% N=5 0% N=0 0% N=0 100% N=10
Convenience of bill payment options, including in-
person locations and online 10% N=1 0% N=0 10% N=1 40% N=4 40% N=4 0% N=0 0% N=0 100% N=10
The value of services for the money you pay 0% N=0 0% N=0 10% N=1 40% N=4 50% N=5 0% N=0 0% N=0 100% N=10
The level of security used to protect the utility’s
infrastructure, such as power lines, pipes, etc. 0% N=0 0% N=0 10% N=1 60% N=6 30% N=3 0% N=0 0% N=0 100% N=10
Information and tools provided to help you manage
your use and costs 10% N=1 0% N=0 0% N=0 50% N=5 40% N=4 0% N=0 0% N=0 100% N=10
Technology tools, similar to those used by banks, cell
phone or cable companies 10% N=1 0% N=0 10% N=1 60% N=6 20% N=2 0% N=0 0% N=0 100% N=10
Online security provided to protect your personal and
financial data 0% N=0 0% N=0 20% N=2 40% N=4 40% N=4 0% N=0 0% N=0 100% N=10
Practices used to reduce the utility’s carbon footprint 0% N=0 0% N=0 10% N=1 30% N=3 60% N=6 0% N=0 0% N=0 100% N=10
Availability of rate plans that encourage conservation
and/or energy use at off-peak times of day 0% N=0 10% N=1 10% N=1 40% N=4 40% N=4 0% N=0 0% N=0 100% N=10
Employee knowledge 0% N=0 0% N=0 10% N=1 20% N=2 70% N=7 0% N=0 0% N=0 100% N=10
Overall satisfaction with Fort Collins Utilities 0% N=0 0% N=0 0% N=0 30% N=3 70% N=7 0% N=0 0% N=0 100% N=10
Table 113: Respondent Gender
Gender Percent Number
Female 30% N=3
Male 70% N=7
Total 100% N=10
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Table 114: Number of Employees in Business
How many employees of your organization work at this facility? Percent Number
1-5 10% N=1
6-10 0% N=0
11-19 0% N=0
20-99 20% N=2
100-499 40% N=4
500 or more 30% N=3
Don't know 0% N=0
Refused 0% N=0
Total 100% N=10
Table 115: Business Location History
How long has your company been at its current location? Percent Number
Less than 1 year 10% N=1
1-2 0% N=0
3-5 0% N=0
6-10 10% N=1
11-20 30% N=3
More than 20 years 50% N=5
Don't know 0% N=0
Refused 0% N=0
Total 100% N=10
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Table 116: Respondent Education Level
What was the last grade in school you had the opportunity to complete? Percent Number
Less than HS degree 0% N=0
HS graduate, vocational education 10% N=1
Some college 30% N=3
College graduate 30% N=3
Post graduate degree or study 30% N=3
Don't know 0% N=0
Refused 0% N=0
Total 100% N=10
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Appendix A: Comparisons of Ratings by Consumer Type
This appendix contains the positive ratings for all evaluative questions compared by consumer type. It should be noted that the percentages in
the tables represent the two most positive responses on any given scale. Each question received a scale from 1 to 5, where 1 represented
“extremely dissatisfied,” “strongly disagree” or “not at all important” and 5 indicated “extremely satisfied,” “strongly agree,” or “very important”
and 3 represented a “neither” response. The percent positive ratings shown in the tables that follow represent respondents who gave a rating of 4
or 5. Differences between consumer subgroups were not tested for significance.
Table 117: Utility Provider by Consumer Type
Residents Small/medium businesses Key accounts
Electric Service 76% 87% 80%
Water Service 81% 84% 100%
Wastewater/Sewer Service 78% 84% 100%
Table 118: Overall Satisfaction with the City of Fort Collins Utilities by Consumer Type
Please rate your satisfaction with the City of Fort Collins Utilities (Percent rating as "5-extremely satisfied" or
"4"). Residents
Small/medium
businesses
Key
accounts
Overall satisfaction with Fort Collins Utilities 86% 86% 100%
Table 119: Importance of Factors in Selecting a Provider by Consumer Type
Please rate Fort Collins as a community on each of the items listed below (Percent rating as "5-extremely
satisfied" or "4"). Residents
Small/medium
businesses
Key
accounts
Reliable service 98% 98% 100%
Quality of product delivered 95% 94% 100%
Timely repairs and service restoration 95% 97% 100%
Courteous customer service 91% 92% 80%
Helpful customer service 92% 94% 90%
Controlling costs to keep prices as low as possible 91% 94% 80%
Well managed company 91% 90% 90%
Accurate bills 97% 98% 100%
A company you can trust 95% 96% 100%
Programs to help you conserve 72% 71% 90%
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Please rate Fort Collins as a community on each of the items listed below (Percent rating as "5-extremely
satisfied" or "4"). Residents
Small/medium
businesses
Key
accounts
Variety of ways to pay your bill, including in-person locations and on-line 75% 72% 60%
Contributing to the community 74% 69% 60%
Connecting your phone call to the right person the first time 85% 88% 90%
Environmentally conscious, including offering energy efficiency, water conservation and renewable energy (e.g.,
wind and solar) programs 81% 76% 100%
High level of security for its infrastructure such as power lines, storm drains, water pipes, etc. 89% 91% 80%
Providing good value for your money 96% 98% 90%
Answering your billing questions accurately 95% 94% 100%
Information and tools to help you manage your use and costs such as the utilities web portal 61% 63% 100%
Technology tools to make your life easier, similar to those provided by other companies, such as banks, cell
phone, cable, etc. 66% 69% 90%
Cyber security of any personal or financial data 94% 95% 90%
Rate plans that encourage conservation and/or using energy at off-peak times of day 73% 70% 100%
Having employees with knowledge to answer questions and resolve problems 92% 95% 100%
Having a presence on the web and social media to communicate issues and promote programs and events 39% 45% 60%
Table 120: Level of Agreement with Conservation Measures by Consumer Type
Please indicate you level of agreement or disagreement with each of the following statements (Percent rating as
"strongly agree" or "somewhat agree"): Residents
Small/medium
businesses
Key
accounts
I/My organization take(s) the time to learn more about conservation in an effort to make better energy and/or water
use decisions. 62% 56% 90%
1/My organization expect(s) the City of Fort Collins to lead the way to a clean energy future through investment in or
support of community based solutions such as solar gardens, on-bill financing for efficiency upgrades, and contractor
certification. 71% 57% 90%
I/My organization support(s) charging more for energy used during peak periods of the day when it costs more to
generate energy. 45% 28% 70%
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Table 121: Level of Importance of Water Efficiency by Consumer Type
Fort Collins Utilities emphasizes the importance of WATER efficiency and conservation at a level that is: Residents
Small/medium
businesses
Key
accounts
Fort Collins Utilities emphasizes the importance of WATER efficiency and conservation at a level
that is:
Not
enough 19% 12% 20%
About right 74% 78% 80%
Too much 7% 10% 0%
Table 122: Level of Importance of Energy Efficiency by Consumer Type
Fort Collins Utilities emphasizes the importance of ENGERGY efficiency and conservation at a level that is: Residents
Small/medium
businesses
Key
accounts
Fort Collins Utilities emphasizes the importance of ENERGY efficiency and conservation at a level
that is:
Not
enough 13% 13% 10%
About right 79% 78% 90%
Too much 7% 9% 0%
Table 123: Satisfaction with Fort Collins Utilities as Stewards by Consumer Type
Please rate Fort Collins Utilities' overall performance as stewards of water and energy resources for your
community (Percent rating as "extremely satisfied" or "somewhat satisfied"): Residents
Small/medium
businesses
Key
accounts
Fort Collins Utilities’ overall performance as stewards of water and energy resources for your community 79% 73% 90%
Table 124: Satisfaction with Electric Service by Consumer Type
Please rate Fort Collins Utilities on each of the following aspects of your ELECTRIC service (Percent rating as
"extremely satisfied" or "somewhat satisfied"): Residents
Small/medium
businesses
Key
accounts
Reliability; few outages or interruptions 93% 90% 100%
Power quality: few voltage fluctuations or surges 91% 87% 100%
Timeliness of electric service repair and service restoration 85% 77% 100%
Price 65% 56% 88%
Overall satisfaction with electric service 91% 89% 100%
This question was asked only of those who reported they received electric service from Fort Collins Utilities.
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Table 125: Satisfaction with Storm Water Service by Consumer Type
Please rate Fort Collins Utilities on each of the following aspects of your STORM WATER service (Percent rating as
"extremely satisfied" or "somewhat satisfied"): Residents
Small/medium
businesses
Key
accounts
Protection from major floods 76% 64% 80%
Protection from local street flooding 72% 61% 80%
Protecting and improving urban streams 72% 60% 80%
Price 65% 46% 90%
Overall satisfaction with Storm Water service 81% 70% 90%
Table 126: Satisfaction with Water Service by Consumer Type
Please rate Fort Collins Utilities on each of the following aspects of your WATER service (Percent rating as
"extremely satisfied" or "somewhat satisfied"): Residents
Small/medium
businesses
Key
accounts
Reliability, few water service interruptions 93% 96% 100%
Taste of the water 89% 84% 100%
Safety of the drinking water 93% 91% 100%
Quality of the water: pure and clean 93% 89% 100%
Price 71% 66% 80%
Overall satisfaction with Water service 93% 92% 100%
This question was asked only of those who reported they received water service from Fort Collins Utilities.
Table 127: Satisfaction with Wastewater or Sewer Service by Consumer Type
Please rate Fort Collins Utilities on each of the following aspects of your WASTEWATER or SEWER service (Percent
rating as "extremely satisfied" or "somewhat satisfied"): Residents
Small/medium
businesses
Key
accounts
Reliability, few backups caused by the utility 89% 87% 100%
Controlling odors at wastewater treatment facilities 80% 71% 89%
Price 70% 60% 80%
Overall satisfaction with Wastewater service 89% 88% 100%
This question was asked only of those who reported they received waste water or sewer service from Fort Collins Utilities.
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Table 128: Satisfaction with Fort Collins Utilities by Consumer Type
Please rate Fort Collins for their performance on each of the following (Percent rating as "extremely satisfied" or
"satisfied"): Residents
Small/medium
businesses
Key
accounts
The courteousness of customer service 88% 89% 80%
The helpfulness of customer service 87% 87% 90%
Informing you about repairs and maintenance and when issues are resolved 76% 71% 80%
Contributions to the community 73% 64% 90%
Connecting your phone call to the right person quickly 81% 78% 80%
Accuracy of answering billing questions 84% 84% 80%
Reliability of services (number of interruptions) 95% 91% 100%
Opportunities to participate in conservation programs 67% 66% 100%
The overall management of the utility 87% 84% 90%
Controlling costs to keep rates competitive 71% 61% 100%
Trustworthiness 90% 88% 90%
Environmental stewardship, including offering energy efficiency, water conservation and renewable energy
(e.g., wind) programs 77% 73% 100%
Quality electric and water service 93% 92% 100%
Accuracy of bills 89% 88% 90%
Convenience of bill payment options, including in-person locations and online 84% 86% 80%
The value of services for the money you pay 83% 69% 90%
The level of security used to protect the utility’s infrastructure, such as power lines, pipes, etc. 83% 79% 90%
Information and tools provided to help you manage your use and costs 76% 68% 90%
Technology tools, similar to those used by banks, cell phone or cable companies 72% 68% 80%
Online security provided to protect your personal and financial data 88% 80% 80%
Practices used to reduce the utility’s carbon footprint 73% 64% 90%
Availability of rate plans that encourage conservation and/or energy use at off-peak times of day 68% 56% 80%
Employee knowledge 87% 83% 90%
Overall satisfaction with Fort Collins Utilities 91% 88% 100%
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Appendix B: Subgroup Comparisons for Selected Survey Questions
Select survey questions were compared by respondent subgroups based on geographic (zip code) and demographic characteristics (age, education
level, etc.). It should be noted that the percentages in the tables represent the two most positive responses on any given scale. Each question
received a scale from 1 to 5, where 1 represented “extremely dissatisfied,” “strongly disagree” or “not at all important” and 5 indicated
“extremely satisfied,” “strongly agree,” or “very important” and 3 represented a “neither” response. The percent positive ratings shown in the
tables that follow represent respondents who gave a rating of 4 or 5. Cells shaded grey indicate statistically significant differences (p .05).
Residential Customer Comparisons by Zip Code
Table 129: Utility Provider by Zip Code
Zip Code
80521 80524 80525 80526 80528 Overall
Electric Service 71% 77% 84% 72% 78% 76%
Water Service 88% 75% 80% 87% 71% 81%
Wastewater/Sewer Service 80% 70% 79% 83% 76% 78%
Table 130: Overall Satisfaction with the City of Fort Collins Utilities by Zip Code
Please rate your satisfaction with the City of Fort Collins Utilities (Percent rating as "5-extremely satisfied" or "4").
Zip Code
80521 80524 80525 80526 80528 Overall
Overall satisfaction with Fort Collins Utilities 90% 87% 84% 85% 84% 86%
Table 131: Importance of Factors in Selecting a Provider by Zip Code
If you could choose your utility provider, how important would each of the following factors be to you in making
that selection (Percent rating as "5-very important" or "4")?
Zip Code
80521 80524 80525 80526 80528 Overall
Reliable service 99% 98% 98% 97% 97% 98%
Quality of product delivered 97% 98% 92% 95% 95% 95%
Timely repairs and service restoration 93% 96% 96% 97% 93% 95%
Courteous customer service 95% 88% 91% 88% 90% 91%
Helpful customer service 96% 89% 93% 89% 93% 92%
Controlling costs to keep prices as low as possible 93% 88% 92% 91% 88% 91%
Well managed company 92% 92% 90% 91% 88% 91%
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If you could choose your utility provider, how important would each of the following factors be to you in making
that selection (Percent rating as "5-very important" or "4")?
Zip Code
80521 80524 80525 80526 80528 Overall
Accurate bills 99% 98% 97% 96% 97% 97%
A company you can trust 97% 96% 94% 96% 88% 95%
Programs to help you conserve 74% 76% 68% 76% 48% 72%
Variety of ways to pay your bill, including in-person locations and on-line 77% 81% 66% 78% 69% 75%
Contributing to the community 77% 79% 69% 76% 64% 74%
Connecting your phone call to the right person the first time 85% 91% 84% 83% 85% 85%
Environmentally conscious, including offering energy efficiency, water conservation and renewable energy (e.g.,
wind and solar) programs 86% 86% 76% 82% 68% 81%
High level of security for its infrastructure such as power lines, storm drains, water pipes, etc. 87% 89% 89% 89% 83% 89%
Providing good value for your money 97% 94% 96% 96% 97% 96%
Answering your billing questions accurately 97% 95% 94% 94% 92% 95%
Information and tools to help you manage your use and costs such as the utilities web portal 66% 58% 62% 60% 51% 61%
Technology tools to make your life easier, similar to those provided by other companies, such as banks, cell phone,
cable, etc. 67% 65% 65% 64% 58% 66%
Cyber security of any personal or financial data 97% 93% 92% 93% 95% 94%
Rate plans that encourage conservation and/or using energy at off-peak times of day 79% 68% 71% 74% 62% 73%
Having employees with knowledge to answer questions and resolve problems 90% 94% 92% 91% 92% 92%
Having a presence on the web and social media to communicate issues and promote programs and events 36% 42% 32% 46% 45% 39%
Table 132: Level of Agreement with Conservation Measures by Zip Code
Please indicate you level of agreement or disagreement with each of the following statements (Percent rating as
"5-strongly agree" or "4"):
Zip Code
80521 80524 80525 80526 80528 Overall
I take the time to learn more about conservation in an effort to make better energy and/or water use decisions 65% 63% 57% 65% 71% 62%
I am interested in using new energy efficiency devices such as programmable thermostats and energy use displays 75% 77% 74% 74% 64% 74%
I expect the City of Fort Collins to lead the way to a clean energy future through investment in or support of
community based solutions 77% 70% 63% 76% 57% 71%
I support charging more for energy used during peak periods of the day when it costs more to generate energy 50% 37% 44% 48% 37% 45%
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Table 133: Level of Importance of Water Efficiency by Zip Code
Fort Collins Utilities emphasizes the importance of WATER efficiency and conservation at a level that is:
Zip Code
80521 80524 80525 80526 80528 Overall
Fort Collins Utilities emphasizes the importance of WATER efficiency and conservation at a level
that is:
Not enough 19% 19% 19% 20% 23% 19%
About right 75% 73% 75% 70% 67% 73%
Too much 6% 7% 6% 10% 10% 7%
Total 100% 100% 100% 100% 100% 100%
Table 134: Level of Importance of Energy Efficiency by Zip Code
Fort Collins Utilities emphasizes the importance of ENERGY efficiency and conservation at a level that is:
Zip Code
80521 80524 80525 80526 80528 Overall
Fort Collins Utilities emphasizes the importance of ENERGY efficiency and conservation at a
level that is:
Not enough 18% 14% 11% 11% 16% 14%
About right 75% 78% 83% 82% 78% 79%
Too much 7% 8% 6% 7% 7% 7%
Total 100% 100% 100% 100% 100% 100%
Table 135: Satisfaction with Fort Collins Utilities as Stewards by Zip Code
Please rate Fort Collins Utilities' overall performance as stewards of water and energy resources for your
community (Percent rating as "5-extremely satisfied" or "4").
Zip Code
80521 80524 80525 80526 80528 Overall
Fort Collins Utilities’ overall performance as stewards of water and energy resources for your community 84% 83% 75% 80% 68% 79%
Table 136: Satisfaction with Electric Service by Zip Code
Please rate Fort Collins Utilities on each of the following aspects of your ELECTRIC service (Percent rating as “5-
extremely satisfied” or “4”):
Zip Code
80521 80524 80525 80526 80528 Overall
Reliability; few outages or interruptions 93% 93% 95% 92% 94% 93%
Power quality: few voltage fluctuations or surges 89% 87% 93% 93% 84% 91%
Timeliness of electric service repair and service restoration 81% 95% 87% 85% 67% 85%
Price 65% 71% 65% 65% 51% 65%
Overall satisfaction with electric service 88% 94% 91% 93% 91% 91%
This question was asked only of those who reported they received electric service from Fort Collins Utilities.
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Table 137: Satisfaction with Storm Water Service by Zip Code
Please rate Fort Collins Utilities on each of the following aspects of your STORM WATER service (Percent rating as
“5-extremely satisfied” or “4”):
Zip Code
80521 80524 80525 80526 80528 Overall
Protection from major floods 71% 78% 78% 76% 89% 76%
Protection from local street flooding 66% 72% 77% 72% 85% 72%
Protecting and improving urban streams 70% 80% 72% 70% 67% 72%
Price 66% 66% 62% 69% 52% 65%
Overall satisfaction with Storm Water service 81% 81% 81% 78% 91% 81%
Table 138: Satisfaction with Water Service by Zip Code
Please rate Fort Collins Utilities on each of the following aspects of your WATER service (Percent rating as “5-
extremely satisfied” or “4”):
Zip Code
80521 80524 80525 80526 80528 Overall
Reliability, few water service interruptions 90% 96% 96% 94% 90% 93%
Taste of the water 84% 86% 93% 91% 96% 89%
Safety of the drinking water 93% 94% 95% 91% 95% 93%
Quality of the water: pure and clean 94% 89% 96% 91% 96% 93%
Price 77% 71% 68% 71% 62% 71%
Overall satisfaction with Water service 92% 95% 93% 93% 94% 93%
This question was asked only of those who reported they received water service from Fort Collins Utilities.
Table 139: Satisfaction with Wastewater or Sewer Service by Zip Code
Please rate Fort Collins Utilities on each of the following aspects of your WASTEWATER or SEWER service (Percent
rating as “5-extremely satisfied” or “4”):
Zip Code
80521 80524 80525 80526 80528 Overall
Reliability, few backups caused by the utility 89% 88% 91% 88% 88% 89%
Controlling odors at wastewater treatment facilities 87% 78% 79% 81% 61% 80%
Price 74% 60% 70% 75% 62% 70%
Overall satisfaction with Wastewater service 90% 85% 91% 87% 89% 89%
This question was asked only of those who reported they received waste water or sewer service from Fort Collins Utilities.
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Table 140: Satisfaction with Fort Collins Utilities by Zip Code
Please rate Fort Collins for their performance on each of the following (Percent rating as “5-extremely satisfied” or
"4"):
Zip Code
80521 80524 80525 80526 80528 Overall
The courteousness of customer service 91% 86% 90% 85% 83% 88%
The helpfulness of customer service 84% 87% 91% 88% 78% 87%
Informing you about repairs and maintenance and when issues are resolved 78% 78% 77% 75% 61% 76%
Contributions to the community 74% 72% 70% 76% 67% 73%
Connecting your phone call to the right person quickly 76% 81% 86% 81% 87% 81%
Accuracy of answering billing questions 82% 84% 84% 85% 87% 84%
Reliability of services (number of interruptions) 96% 94% 95% 93% 95% 95%
Opportunities to participate in conservation programs 68% 66% 66% 68% 57% 67%
The overall management of the utility 83% 85% 90% 87% 85% 87%
Controlling costs to keep rates as low as possible 74% 73% 70% 71% 58% 71%
Trustworthiness 90% 90% 90% 91% 81% 90%
Environmental stewardship, including offering energy efficiency, water conservation and renewable energy (e.g.,
wind) programs 79% 74% 79% 73% 69% 77%
The quality electric and water service 92% 95% 93% 93% 85% 93%
Accuracy of bills 93% 83% 88% 92% 87% 89%
Convenience of bill payment options, including in-person locations and online 84% 75% 85% 85% 86% 84%
The value of services for the money you pay 4% 4% 4% 4% 4% 4%
The level of security used to protect the utility’s infrastructure, such as power lines, pipes, etc. 81% 79% 82% 86% 80% 83%
Information and tools provided to help you manage your use and costs 75% 73% 78% 77% 71% 76%
Technology tools, similar to those used by banks, cell phone or cable companies 71% 70% 72% 75% 74% 72%
Online security provided to protect your personal and financial data 91% 84% 83% 91% 86% 88%
Practices used to reduce the utility’s carbon footprint 75% 71% 74% 72% 68% 73%
Availability of rate plans that encourage conservation and/or energy use at off-peak times of day 70% 61% 69% 71% 73% 68%
Employee knowledge 87% 87% 90% 85% 88% 87%
Overall satisfaction with Fort Collins Utilities 89% 92% 90% 94% 92% 91%
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Residential Customer Comparisons by Demographic Characteristics
Table 141: Utility Provider by Respondent Age, Presence of Children and Education Level
Respondent Age Presence of children Education level
18-34 35-54 55+ No Yes HS graduate or less College graduate/some college Post graduate degree/study Overall
Electric Service 68% 80% 84% 76% 77% 62% 78% 80% 76%
Water Service 81% 79% 84% 80% 85% 73% 82% 82% 81%
Wastewater/Sewer Service 70% 80% 84% 75% 83% 72% 76% 84% 78%
Table 142: Utility Provider by Respondent Race/ethnicity, Housing Tenure and Student Status
Race/ethnicity Housing tenure Full- or part-time student
White alone, not Hispanic Hispanic and/or other race Own Rent No Yes Overall
Electric Service 77% 71% 81% 71% 78% 68% 76%
Water Service 81% 78% 84% 77% 83% 76% 81%
Wastewater/Sewer Service 80% 66% 85% 69% 81% 67% 78%
Table 143: Overall Satisfaction with the City of Fort Collins Utilities by Respondent Age, Presence of Children and Education Level
Please rate your satisfaction with the City of Fort Collins
Utilities (Percent rating as “5-extremely satisfied” or "4").
Respondent Age
Presence of
children Education level
Overall
18-
34
35-
54 55+ No Yes
HS graduate
or less
College
graduate/some
college
Post graduate
degree/study
Overall satisfaction with Fort Collins Utilities 92% 82% 81% 89% 78% 79% 86% 92% 86%
Table 144: Overall Satisfaction with the City of Fort Collins Utilities by Respondent Race/ethnicity, Housing Tenure and Student Status
Please rate your satisfaction with the City of Fort Collins Utilities (Percent
rating as “5-extremely satisfied” or "4").
Race/ethnicity
Housing
tenure
Full- or part-time
student
Overall
White alone, not
Hispanic
Hispanic and/or
other race Own Rent No Yes
Overall satisfaction with Fort Collins Utilities 87% 82% 83% 89% 83% 95% 86%
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Table 145: Importance of Factors in Selecting a Provider by Respondent Age, Presence of Children and Education Level
If you could choose your utility provider, how important would
each of the following factors be to you in making that selection
(Percent rating as "5-very important" or "4")?
Respondent Age
Presence of
children Education level
Overall
18-
34 35-54 55+ No Yes
HS
graduate or
less
College
graduate/some
college
Post graduate
degree/study
Reliable service 98% 100% 96% 98% 98% 97% 99% 97% 98%
Quality of product delivered 97% 93% 94% 97% 90% 95% 96% 92% 95%
Timely repairs and service restoration 94% 98% 92% 94% 97% 93% 95% 97% 95%
Courteous customer service 92% 90% 89% 91% 88% 88% 92% 87% 91%
Helpful customer service 92% 94% 91% 93% 90% 90% 93% 91% 92%
Controlling costs to keep prices as low as possible 92% 92% 90% 91% 92% 92% 93% 84% 91%
Well managed company 90% 92% 92% 91% 90% 93% 91% 88% 91%
Accurate bills 98% 98% 94% 98% 95% 99% 97% 98% 97%
A company you can trust 97% 95% 94% 96% 93% 97% 96% 93% 95%
Programs to help you conserve 77% 67% 67% 73% 67% 71% 73% 68% 72%
Variety of ways to pay your bill, including in-person locations
and on-line 77% 73% 74% 76% 73% 80% 77% 64% 75%
Contributing to the community 77% 72% 71% 76% 69% 77% 75% 67% 74%
Connecting your phone call to the right person the first time 88% 81% 86% 87% 81% 87% 86% 81% 85%
Environmentally conscious, including offering energy
efficiency, water conservation and renewable energy (e.g.,
wind and solar) programs 87% 72% 80% 85% 70% 80% 80% 86% 81%
High level of security for its infrastructure such as power lines,
storm drains, water pipes, etc. 87% 88% 93% 89% 86% 89% 90% 85% 89%
Providing good value for your money 99% 96% 92% 96% 98% 94% 97% 96% 96%
Answering your billing questions accurately 96% 95% 91% 95% 94% 95% 95% 93% 95%
Information and tools to help you manage your use and costs
such as the utilities web portal 65% 61% 52% 63% 57% 70% 62% 50% 61%
Technology tools to make your life easier, similar to those
provided by other companies, such as banks, cell phone, cable,
etc. 71% 59% 64% 69% 56% 74% 67% 55% 66%
Cyber security of any personal or financial data 96% 94% 91% 95% 92% 98% 94% 93% 94%
Rate plans that encourage conservation and/or using energy at 82% 60% 72% 76% 64% 74% 74% 68% 73%
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If you could choose your utility provider, how important would
each of the following factors be to you in making that selection
(Percent rating as "5-very important" or "4")?
Respondent Age
Presence of
children Education level
Overall
18-
34 35-54 55+ No Yes
HS
graduate or
less
College
graduate/some
college
Post graduate
degree/study
off-peak times of day
Having employees with knowledge to answer questions and
resolve problems 90% 94% 91% 92% 89% 91% 92% 89% 92%
Having a presence on the web and social media to
communicate issues and promote programs and events 36% 41% 37% 39% 36% 46% 37% 36% 39%
Table 146: Importance of Factors in Selecting a Provider by Respondent Race/ethnicity, Housing Tenure and Student Status
If you could choose your utility provider, how important would each of the following
factors be to you in making that selection (Percent rating as "5-very important" or
"4")?
Race/ethnicity
Housing
tenure
Full- or part-time
student
Overall
White alone,
not Hispanic
Hispanic and/or
other race Own Rent No Yes
Reliable service 98% 100% 98% 98% 97% 100% 98%
Quality of product delivered 96% 92% 95% 96% 94% 99% 95%
Timely repairs and service restoration 95% 96% 96% 95% 95% 96% 95%
Courteous customer service 91% 90% 87% 94% 88% 97% 91%
Helpful customer service 92% 92% 90% 94% 90% 97% 92%
Controlling costs to keep prices as low as possible 91% 91% 90% 93% 90% 94% 91%
Well managed company 90% 96% 89% 93% 90% 94% 91%
Accurate bills 98% 94% 97% 98% 97% 99% 97%
A company you can trust 95% 96% 93% 98% 95% 97% 95%
Programs to help you conserve 69% 90% 67% 75% 69% 78% 72%
Variety of ways to pay your bill, including in-person locations and on-line 73% 86% 68% 81% 73% 79% 75%
Contributing to the community 73% 85% 69% 78% 71% 80% 74%
Connecting your phone call to the right person the first time 84% 91% 84% 86% 84% 87% 85%
Environmentally conscious, including offering energy efficiency, water conservation
and renewable energy (e.g., wind and solar) programs 80% 90% 77% 84% 78% 88% 81%
High level of security for its infrastructure such as power lines, storm drains, water
pipes, etc. 88% 92% 91% 87% 88% 91% 89%
Providing good value for your money 97% 95% 94% 99% 96% 99% 96%
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If you could choose your utility provider, how important would each of the following
factors be to you in making that selection (Percent rating as "5-very important" or
"4")?
Race/ethnicity
Housing
tenure
Full- or part-time
student
Overall
White alone,
not Hispanic
Hispanic and/or
other race Own Rent No Yes
Answering your billing questions accurately 95% 97% 92% 97% 94% 98% 95%
Information and tools to help you manage your use and costs such as the utilities
web portal 61% 67% 53% 68% 57% 71% 61%
Technology tools to make your life easier, similar to those provided by other
companies, such as banks, cell phone, cable, etc. 65% 74% 58% 72% 61% 76% 66%
Cyber security of any personal or financial data 94% 97% 92% 96% 92% 98% 94%
Rate plans that encourage conservation and/or using energy at off-peak times of
day 71% 85% 66% 78% 68% 84% 73%
Having employees with knowledge to answer questions and resolve problems 92% 89% 90% 93% 91% 93% 92%
Having a presence on the web and social media to communicate issues and promote
programs and events 37% 46% 37% 39% 41% 31% 39%
Table 147: Level of Agreement with Conservation Measures by Respondent Age, Presence of Children and Education Level
Please indicate you level of agreement or disagreement with
each of the following statements (Percent rating as "5-
strongly agree" or "4"):
Respondent Age
Presence of
children Education level
Overall
18-
34
35-
54 55+ No Yes
HS graduate
or less
College
graduate/some
college
Post graduate
degree/study
I take the time to learn more about conservation in an effort
to make better energy and/or water use decisions 63% 59% 65% 64% 56% 57% 60% 73% 62%
I am interested in using new energy efficiency devices such
as programmable thermostats and energy use displays 83% 69% 64% 76% 71% 73% 75% 74% 74%
I expect the City of Fort Collins to lead the way to a clean
energy future through investment in or support of
community based solutions 76% 64% 71% 73% 64% 73% 70% 73% 71%
I support charging more for energy used during peak periods
of the day when it costs more to generate energy 51% 40% 41% 46% 42% 54% 40% 57% 45%
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Table 148: Level of Agreement with Conservation Measures by Respondent Race/ethnicity, Housing Tenure and Student Status
Please indicate you level of agreement or disagreement with each of the
following statements (Percent rating as "5-strongly agree" or "4"):
Race/ethnicity
Housing
tenure
Full- or part-time
student
Overall
White alone, not
Hispanic
Hispanic and/or
other race Own Rent No Yes
I take the time to learn more about conservation in an effort to make better
energy and/or water use decisions 61% 71% 60% 64% 61% 66% 62%
I am interested in using new energy efficiency devices such as programmable
thermostats and energy use displays 73% 82% 67% 81% 70% 85% 74%
I expect the City of Fort Collins to lead the way to a clean energy future through
investment in or support of community based solutions 71% 73% 68% 73% 67% 80% 71%
I support charging more for energy used during peak periods of the day when it
costs more to generate energy 46% 45% 43% 46% 43% 50% 45%
Table 149: Level of Importance of Water Efficiency by Business Size, Company Location and Respondent Education
Fort Collins Utilities emphasizes the importance of
WATER efficiency and conservation at a level that is:
Respondent Age Presence of children Education level
18-34 35-54 55+ Overall No Yes Overall
HS
graduate
or less
College
graduate/some
college
Post
graduate
degree/study Overall
Fort Collins Utilities emphasizes the
importance of WATER efficiency and
conservation at a level that is:
Not enough 20% 18% 16% 18% 19% 17% 19% 16% 18% 24% 19%
About right 75% 71% 75% 74% 74% 72% 74% 72% 74% 71% 73%
Too much 4% 11% 9% 8% 6% 11% 7% 12% 7% 5% 8%
Total 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%
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Table 150: Level of Importance of Water Efficiency by Business Size, Company Location and Respondent Education
Fort Collins Utilities emphasizes the importance of WATER efficiency and
conservation at a level that is:
Race/ethnicity Housing tenure
Full- or part-time
student
White
alone,
not
Hispanic
Hispanic
and/or
other
race Overall Own Rent Overall No Yes Overall
Fort Collins Utilities emphasizes the importance of WATER
efficiency and conservation at a level that is:
Not enough 17% 25% 19% 17% 20% 19% 18% 21% 19%
About right 75% 66% 74% 73% 75% 74% 73% 76% 74%
Too much 7% 8% 7% 10% 5% 8% 9% 3% 8%
Total 100% 100% 100% 100% 100% 100% 100% 100% 100%
Table 151: Level of Importance of Energy Efficiency by Business Size, Company Location and Respondent Education
Fort Collins Utilities emphasizes the importance of
ENERGY efficiency and conservation at a level that is:
Respondent Age Presence of children Education level
18-34 35-54 55+ Overall No Yes Overall
HS
graduate
or less
College
graduate/some
college
Post
graduate
degree/study Overall
Fort Collins Utilities emphasizes the
importance of ENERGY efficiency
and conservation at a level that is:
Not enough 19% 8% 10% 13% 15% 8% 14% 15% 13% 14% 14%
About right 79% 78% 82% 79% 78% 83% 79% 70% 81% 79% 79%
Too much 2% 14% 8% 7% 7% 9% 7% 15% 6% 7% 7%
Total 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%
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Table 152: Level of Importance of Energy Efficiency by Business Size, Company Location and Respondent Education
Fort Collins Utilities emphasizes the importance of ENERGY efficiency and
conservation at a level that is:
Race/ethnicity Housing tenure
Full- or part-time
student
White
alone,
not
Hispanic
Hispanic
and/or
other
race Overall Own Rent Overall No Yes Overall
Fort Collins Utilities emphasizes the importance of ENERGY
efficiency and conservation at a level that is:
Not enough 12% 20% 13% 10% 16% 13% 11% 19% 13%
About right 81% 73% 80% 81% 78% 79% 80% 78% 79%
Too much 7% 7% 7% 9% 6% 7% 9% 3% 7%
Total 100% 100% 100% 100% 100% 100% 100% 100% 100%
Table 153: Satisfaction with Fort Collins Utilities as Stewards by Respondent Age, Presence of Children and Education Level
Please rate Fort Collins Utilities' overall performance as
stewards of water and energy resources for your community
(Percent rating as “5-extremely satisfied” or “4”).
Respondent Age
Presence of
children Education level
Overall
18-
34
35-
54 55+ No Yes
HS
graduate or
less
College
graduate/some
college
Post graduate
degree/study
Fort Collins Utilities’ overall performance as stewards of water
and energy resources for your community 83% 76% 79% 82% 74% 80% 80% 80% 79%
Table 154: Satisfaction with Fort Collins Utilities as Stewards by Respondent Race/ethnicity, Housing Tenure and Student Status
Please rate Fort Collins Utilities' overall performance as stewards of water and
energy resources for your community (Percent rating as “5-extremely satisfied” or
“4”).
Race/ethnicity
Housing
tenure
Full- or part-time
student
Overall
White alone,
not Hispanic
Hispanic and/or
other race Own Rent No Yes
Fort Collins Utilities’ overall performance as stewards of water and energy
Prepared by National Research Center, Inc.
Fort Collins, CO • Fort Collins Utility Customer Service Surveys • 2016
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Table 155: Satisfaction with Electric Service by Respondent Age, Presence of Children and Education Level
Please rate Fort Collins Utilities on each of the following
aspects of your ELECTRIC service (Percent rating as “5-
extremely satisfied” or “4”):
Respondent Age
Presence of
children Education level
Overall
18-
34
35-
54 55+ No Yes
HS graduate
or less
College
graduate/some
college
Post graduate
degree/study
Reliability; few outages or interruptions 94% 94% 92% 93% 93% 90% 94% 94% 93%
Power quality: few voltage fluctuations or surges 92% 90% 91% 91% 90% 83% 91% 95% 91%
Timeliness of electric service repair and service restoration 85% 86% 83% 86% 83% 74% 85% 91% 85%
Price 78% 56% 58% 69% 54% 53% 64% 76% 65%
Overall satisfaction with electric service 94% 92% 88% 92% 90% 86% 92% 93% 91%
This question was asked only of those who reported they received electric service from Fort Collins Utilities.
Table 156: Satisfaction with Electric Service by Respondent Race/ethnicity, Housing Tenure and Student Status
Please rate Fort Collins Utilities on each of the following aspects of your
ELECTRIC service (Percent rating as “5-extremely satisfied” or “4”):
Race/ethnicity
Housing
tenure
Full- or part-time
student
Overall
White alone, not
Hispanic
Hispanic and/or
other race Own Rent No Yes
Reliability; few outages or interruptions 93% 92% 94% 93% 94% 91% 93%
Power quality: few voltage fluctuations or surges 92% 85% 90% 92% 90% 93% 91%
Timeliness of electric service repair and service restoration 84% 87% 84% 86% 85% 85% 85%
Price 67% 63% 58% 71% 62% 75% 65%
Overall satisfaction with electric service 92% 88% 92% 91% 91% 92% 91%
This question was asked only of those who reported they received electric service from Fort Collins Utilities.
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Table 157: Satisfaction with Storm Water Service by Respondent Age, Presence of Children and Education Level
Please rate Fort Collins Utilities on each of the following
aspects of your STORM WATER service (Percent rating as
“5-extremely satisfied” or “4”):
Respondent Age
Presence of
children Education level
Overall
18-
34
35-
54 55+ No Yes
HS graduate
or less
College
graduate/some
college
Post graduate
degree/study
Protection from major floods 75% 78% 74% 74% 79% 68% 75% 82% 76%
Protection from local street flooding 72% 75% 70% 73% 71% 61% 74% 75% 72%
Protecting and improving urban streams 75% 71% 68% 73% 71% 72% 73% 70% 72%
Price 76% 60% 53% 69% 55% 59% 66% 67% 65%
Overall satisfaction with Storm Water service 84% 80% 76% 83% 75% 73% 82% 82% 81%
Table 158: Satisfaction with Storm Water Service by Respondent Race/ethnicity, Housing Tenure and Student Status
Please rate Fort Collins Utilities on each of the following aspects of your STORM
WATER service (Percent rating as “5-extremely satisfied” or “4”):
Race/ethnicity
Housing
tenure
Full- or part-time
student
Overall
White alone, not
Hispanic
Hispanic and/or
other race Own Rent No Yes
Protection from major floods 77% 65% 78% 74% 74% 78% 76%
Protection from local street flooding 74% 66% 72% 73% 70% 77% 72%
Protecting and improving urban streams 73% 72% 70% 74% 71% 74% 72%
Price 65% 70% 57% 73% 60% 78% 65%
Overall satisfaction with Storm Water service 83% 71% 79% 82% 78% 88% 81%
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Table 159: Satisfaction with Water Service by Respondent Age, Presence of Children and Education Level
Please rate Fort Collins Utilities on each of the following
aspects of your WATER service (Percent rating as “5-
extremely satisfied” or “4”):
Respondent Age
Presence of
children Education level
Overall
18-
34
35-
54 55+ No Yes
HS graduate
or less
College
graduate/some
college
Post graduate
degree/study
Reliability, few water service interruptions 92% 95% 94% 94% 91% 89% 93% 96% 93%
Taste of the water 88% 93% 88% 88% 93% 87% 89% 92% 89%
Safety of the drinking water 93% 94% 93% 93% 94% 90% 94% 95% 93%
Quality of the water: pure and clean 93% 94% 93% 93% 93% 92% 93% 95% 93%
Price 81% 65% 61% 77% 56% 68% 68% 85% 71%
Overall satisfaction with Water service 93% 94% 91% 94% 91% 89% 93% 95% 93%
This question was asked only of those who reported they received water service from Fort Collins Utilities.
Table 160: Satisfaction with Water Service by Respondent Race/ethnicity, Housing Tenure and Student Status
Please rate Fort Collins Utilities on each of the following aspects of your
WATER service (Percent rating as “5-extremely satisfied” or “4”):
Race/ethnicity
Housing
tenure
Full- or part-time
student
Overall
White alone, not
Hispanic
Hispanic and/or
other race Own Rent No Yes
Reliability, few water service interruptions 94% 88% 95% 92% 95% 90% 93%
Taste of the water 90% 86% 93% 86% 91% 86% 89%
Safety of the drinking water 94% 92% 95% 92% 93% 94% 93%
Quality of the water: pure and clean 94% 91% 94% 93% 93% 93% 93%
Price 72% 72% 63% 79% 66% 84% 71%
Overall satisfaction with Water service 93% 92% 92% 94% 93% 94% 93%
This question was asked only of those who reported they received water service from Fort Collins Utilities.
Addendum 1
329 Survey Services - Miscellaneous Public Opinion Surveys Services
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Table 161: Satisfaction with Wastewater or Sewer Service by Respondent Age, Presence of Children and Education Level
Please rate Fort Collins Utilities on each of the following
aspects of your WASTEWATER or SEWER service (Percent
rating as “5-extremely satisfied” or “4”):
Respondent Age
Presence of
children Education level
Overall
18-
34
35-
54 55+ No Yes
HS graduate
or less
College
graduate/some
college
Post graduate
degree/study
Reliability, few backups caused by the utility 91% 88% 87% 91% 85% 79% 91% 92% 89%
Controlling odors at wastewater treatment facilities 86% 73% 82% 84% 72% 76% 81% 84% 80%
Price 80% 64% 62% 75% 61% 64% 70% 80% 70%
Overall satisfaction with Wastewater service 90% 90% 87% 91% 84% 83% 90% 92% 89%
This question was asked only of those who reported they received waste water or sewer service from Fort Collins Utilities.
Table 162: Satisfaction with Wastewater or Sewer Service Respondent Race/ethnicity, Housing Tenure and Student Status
Please rate Fort Collins Utilities on each of the following aspects of your
WASTEWATER or SEWER service (Percent rating as “5-extremely satisfied” or
“4”):
Race/ethnicity
Housing
tenure
Full- or part-time
student
Overall
White alone, not
Hispanic
Hispanic and/or
other race Own Rent No Yes
Reliability, few backups caused by the utility 90% 88% 91% 88% 87% 94% 89%
Controlling odors at wastewater treatment facilities 81% 86% 77% 85% 78% 89% 80%
Price 71% 77% 64% 80% 66% 83% 70%
Overall satisfaction with Wastewater service 90% 91% 88% 90% 88% 91% 89%
This question was asked only of those who reported they received waste water or sewer service from Fort Collins Utilities.
Table 163: Satisfaction with Fort Collins Utilities by Respondent Age, Presence of Children and Education Level
Please rate Fort Collins for their performance on each of
the following (Percent rating as “5-extremely satisfied” or
"4"):
Respondent Age
Presence of
children Education level
Overall
18-
34
35-
54 55+ No Yes
HS graduate
or less
Prepared by National Research Center, Inc.
Fort Collins, CO • Fort Collins Utility Customer Service Surveys • 2016
75
Please rate Fort Collins for their performance on each of
the following (Percent rating as “5-extremely satisfied” or
"4"):
Respondent Age
Presence of
children Education level
Overall
18-
34
35-
54 55+ No Yes
HS graduate
or less
College
graduate/some
college
Post graduate
degree/study
Connecting your phone call to the right person quickly 82% 83% 81% 82% 81% 79% 83% 82% 81%
Accuracy of answering billing questions 83% 85% 85% 86% 79% 88% 82% 86% 84%
Reliability of services (number of interruptions) 93% 97% 96% 96% 93% 94% 95% 96% 95%
Opportunities to participate in conservation programs 68% 61% 71% 68% 62% 66% 65% 74% 67%
The overall management of the utility 87% 88% 86% 87% 86% 87% 86% 90% 87%
Controlling costs to keep rates as low as possible 76% 66% 68% 75% 61% 68% 71% 75% 71%
Trustworthiness 92% 89% 88% 91% 87% 88% 90% 90% 90%
Environmental stewardship, including offering energy
efficiency, water conservation and renewable energy (e.g.,
wind) programs 81% 71% 78% 78% 74% 70% 78% 78% 77%
The quality electric and water service 92% 92% 95% 94% 89% 85% 94% 94% 93%
Accuracy of bills 91% 87% 91% 92% 84% 90% 89% 93% 89%
Convenience of bill payment options, including in-person
locations and online 84% 85% 82% 86% 77% 88% 84% 82% 84%
The value of services for the money you pay 87% 78% 82% 86% 74% 79% 83% 85% 83%
The level of security used to protect the utility’s
infrastructure, such as power lines, pipes, etc. 85% 81% 79% 85% 77% 87% 82% 81% 83%
Information and tools provided to help you manage your
use and costs 81% 68% 77% 80% 68% 77% 76% 76% 76%
Technology tools, similar to those used by banks, cell
phone or cable companies 72% 71% 76% 75% 65% 81% 72% 71% 72%
Online security provided to protect your personal and
financial data 94% 82% 82% 89% 84% 86% 88% 86% 88%
Practices used to reduce the utility’s carbon footprint 78% 67% 73% 77% 63% 81% 72% 74% 73%
Availability of rate plans that encourage conservation
and/or energy use at off-peak times of day 75% 60% 67% 71% 61% 62% 69% 71% 68%
Employee knowledge 90% 87% 84% 89% 83% 86% 88% 88% 87%
Overall satisfaction with Fort Collins Utilities 92% 89% 91% 92% 86% 93% 90% 93% 91%
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Table 164: Satisfaction with Fort Collins Utilities by Respondent Race/ethnicity, Housing Tenure and Student Status
Please rate Fort Collins for their performance on each of the following (Percent
rating as “5-extremely satisfied” or "4"):
Race/ethnicity
Housing
tenure
Full- or part-time
student
Overall
White alone, not
Hispanic
Hispanic and/or
other race Own Rent No Yes
The courteousness of customer service 89% 84% 85% 91% 87% 92% 88%
The helpfulness of customer service 88% 85% 84% 89% 87% 87% 87%
Informing you about repairs and maintenance and when issues are resolved 77% 71% 75% 77% 74% 82% 76%
Contributions to the community 74% 72% 68% 76% 70% 79% 73%
Connecting your phone call to the right person quickly 84% 76% 82% 82% 82% 83% 81%
Accuracy of answering billing questions 85% 78% 83% 84% 83% 85% 84%
Reliability of services (number of interruptions) 95% 93% 96% 94% 95% 95% 95%
Opportunities to participate in conservation programs 66% 67% 66% 67% 67% 67% 67%
The overall management of the utility 89% 79% 87% 87% 87% 86% 87%
Controlling costs to keep rates as low as possible 73% 67% 63% 78% 67% 82% 71%
Trustworthiness 91% 88% 88% 92% 89% 92% 90%
Environmental stewardship, including offering energy efficiency, water
conservation and renewable energy (e.g., wind) programs 78% 70% 74% 79% 74% 84% 77%
The quality electric and water service 94% 89% 92% 93% 92% 96% 93%
Accuracy of bills 90% 89% 89% 91% 89% 92% 89%
Convenience of bill payment options, including in-person locations and online 84% 81% 83% 85% 82% 89% 84%
The value of services for the money you pay 83% 83% 78% 87% 80% 89% 83%
The level of security used to protect the utility’s infrastructure, such as power
lines, pipes, etc. 83% 79% 79% 85% 81% 87% 83%
Information and tools provided to help you manage your use and costs 77% 72% 73% 79% 75% 79% 76%
Technology tools, similar to those used by banks, cell phone or cable
companies 73% 71% 69% 75% 72% 75% 72%
Online security provided to protect your personal and financial data 88% 89% 82% 92% 85% 95% 88%
Practices used to reduce the utility’s carbon footprint 74% 73% 69% 77% 70% 81% 73%
Availability of rate plans that encourage conservation and/or energy use at off-
peak times of day 69% 68% 63% 73% 66% 75% 68%
Employee knowledge 89% 85% 84% 90% 86% 91% 87%
Overall satisfaction with Fort Collins Utilities 92% 83% 90% 92% 90% 92% 91%
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Commercial Customer Comparisons by Demographic Characteristics
Table 165: Utility Provider by Business Size, Company Location and Respondent Education
Number of
employees Time in Current Location Education Level
1-5 6-10 Overall
11 or
more
5 years or
less
6-20
years
More than 20
years
HS graduate or
less
College graduate/some
college
Post graduate
degree/study
Electric Service 89% 86% 83% 85% 86% 89% 86% 87% 83% 87%
Water Service 79% 81% 95% 81% 89% 83% 75% 85% 86% 84%
Wastewater/Sewer
Service 81% 88% 84% 80% 90% 82% 79% 82% 92% 84%
Table 166: Overall Satisfaction with the City of Fort Collins Utilities by Business Size, Company Location and Respondent Education
Please rate your satisfaction with the City of
Fort Collins Utilities (Percent rating as “5-
extremely satisfied” or "4").
Number of
employees Time in Current Location Education Level
1-5 6-10 Overall
11 or
more
5 years
or less
6-20
years
More
than 20
years
HS
graduate or
less
College
graduate/some
college
Post graduate
degree/study
Overall satisfaction with Fort Collins Utilities 89% 88% 79% 91% 90% 69% 78% 88% 84% 86%
Table 167: Importance of Factors in Selecting a Provider by Business Size, Company Location and Respondent Education
If you could choose your utility provider, how
important would each of the following factors be to
you in making that selection (Percent rating as "5-
very important" or "4")?
Number of
employees Time in Current Location Education Level
1-5 6-10 Overall
11 or
Prepared by National Research Center, Inc.
Fort Collins, CO • Fort Collins Utility Customer Service Surveys • 2016
78
If you could choose your utility provider, how
important would each of the following factors be to
you in making that selection (Percent rating as "5-
very important" or "4")?
Number of
employees Time in Current Location Education Level
1-5 6-10 Overall
11 or
more
5 years
or less
6-20
years
More
than 20
years
HS
graduate
or less
College
graduate/some
college
Post graduate
degree/study
Accurate bills 97% 98% 100% 100% 100% 90% 83% 100% 100% 98%
A company you can trust 95% 98% 95% 97% 97% 92% 87% 98% 95% 96%
Programs to help you conserve 68% 70% 81% 75% 73% 62% 83% 70% 70% 71%
Variety of ways to pay your bill, including in-person
locations and on-line 71% 79% 67% 69% 74% 74% 78% 70% 72% 72%
Contributing to the community 65% 70% 77% 68% 69% 71% 83% 65% 74% 69%
Connecting your phone call to the right person the
first time 85% 90% 93% 89% 92% 85% 87% 88% 91% 88%
Environmentally conscious, including offering
energy efficiency, water conservation and
renewable energy (e.g., wind and solar) programs 71% 78% 88% 82% 71% 71% 70% 75% 86% 76%
High level of security for its infrastructure such as
power lines, storm drains, water pipes, etc. 89% 92% 91% 92% 89% 92% 91% 92% 90% 91%
Providing good value for your money 96% 98% 100% 98% 100% 92% 91% 98% 100% 98%
Answering your billing questions accurately 91% 98% 95% 92% 98% 89% 87% 95% 93% 94%
Information and tools to help you manage your use
and costs such as the utilities web portal 59% 70% 76% 67% 66% 53% 70% 64% 60% 63%
Technology tools to make your life easier, similar to
those provided by other companies, such as banks,
cell phone, cable, etc. 62% 79% 81% 71% 70% 62% 70% 69% 67% 69%
Cyber security of any personal or financial data 96% 90% 98% 94% 98% 92% 87% 97% 95% 95%
Rate plans that encourage conservation and/or
using energy at off-peak times of day 67% 69% 76% 76% 70% 55% 78% 73% 61% 70%
Having employees with knowledge to answer
questions and resolve problems 95% 95% 95% 95% 98% 90% 87% 98% 93% 95%
Having a presence on the web and social media to
communicate issues and promote programs and
events 43% 38% 53% 41% 49% 45% 61% 44% 37% 45%
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Fort Collins, CO • Fort Collins Utility Customer Service Surveys • 2016
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Table 168: Level of Agreement about Emission Actions by Business Size, Company Location and Respondent Education
Please indicate you level of agreement or disagreement
with each of the following statements (Percent rating as
"strongly agree" or "4"):
Number of
employees
Time in Current
Location Education Level
1-5 6-10 Overall
11 or
more
5
years
or less
6-20
years
More
than 20
years
HS
graduate
or less
College
graduate/some
college
Post graduate
degree/study
My organization/business supports Platte River Power
Authority and Fort Collins Utilities in the effort to reduce
greenhouse gas emissions by at least 20% below 2005
levels by 2020. 55% 64% 74% 64% 61% 53% 57% 61% 63% 60%
My organization/business would like Platte River Power
Authority to increase renewable energy sources like
wind and solar from 6% currently, to a level of 20% by
2020. 52% 61% 67% 61% 56% 46% 48% 54% 68% 56%
My organization would support Platte River Power
Authority adding natural gas generation to supply
energy, when needed, to supplement wind and solar
resources since the output from these two resources can
vary. 60% 55% 68% 61% 60% 58% 57% 58% 71% 59%
Addendum 1
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Table 169: Level of Agreement with Conservation Measures by Business Size, Company Location and Respondent Education
Please indicate you level of agreement or disagreement
with each of the following statements (Percent rating as
"strongly agree" or "4"):
Number of
employees Time in Current Location Education Level
1-5 6-10 Overall
11 or
more
5
years
or less
6-20
years
More
than 20
years
HS
graduate
or less
College
graduate/some
college
Post graduate
degree/study
My organization takes the time to learn more about
conservation in an effort to make better energy and/or
water use decisions. 60% 49% 52% 61% 53% 47% 59% 55% 53% 56%
My organization expects the City of Fort Collins to lead
the way to a clean energy future through investment in
or support of community based solutions such as solar
gardens, on-bill financing for efficiency upgrades, and
contractor certification. 56% 49% 71% 60% 63% 42% 45% 52% 77% 57%
My organization supports charging more for energy
used during peak periods of the day when it costs more
to generate energy. 35% 20% 29% 32% 28% 24% 26% 29% 31% 28%
Table 170: Level of Importance of Water Efficiency by Business Size, Company Location and Respondent Education
Fort Collins Utilities emphasizes the importance
of WATER efficiency and conservation at a level
that is:
Number of employees Time in Current Location Education Level
1-5 6-10
11 or
more Overall
5
years
or
less
6-20
years
More
than
20
years Overall
HS
graduate
or less
Prepared by National Research Center, Inc.
Fort Collins, CO • Fort Collins Utility Customer Service Surveys • 2016
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Table 171: Level of Importance of Energy Efficiency by Business Size, Company Location and Respondent Education
Fort Collins Utilities emphasizes the importance
of ENERGY efficiency and conservation at a
level that is:
Number of employees Time in Current Location Education Level
1-5 6-10
11 or
more Overall
5
years
or
less
6-20
years
More
than
20
years Overall
HS
graduate
or less
College
graduate/some
college
Post
graduate
degree/study Overall
Fort Collins Utilities
emphasizes the importance of
ENERGY efficiency and
conservation at a level that is:
Not enough 13% 14% 10% 12% 16% 5% 16% 12% 4% 13% 15% 12%
About right 78% 78% 83% 79% 79% 85% 66% 78% 83% 81% 74% 80%
Too much 10% 8% 7% 9% 5% 10% 18% 9% 13% 6% 10% 8%
Total 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%
Table 172: Satisfaction with Fort Collins Utilities as Stewards by Business Size, Company Location and Respondent Education
Please rate Fort Collins Utilities' overall
performance as stewards of water and energy
resources for your community (Percent rating as “5-
extremely satisfied” or “4”).
Number of
employees Time in Current Location Education Level
1-5 Overall
6-
10
11 or
more
5 years
or less
6-20
years
More
than 20
years
HS
graduate or
less
Prepared by National Research Center, Inc.
Fort Collins, CO • Fort Collins Utility Customer Service Surveys • 2016
82
Table 174: Satisfaction with Storm Water Service by Business Size, Company Location and Respondent Education
Please rate Fort Collins Utilities on each of the
following aspects of your STORM WATER service
(Percent rating as “5-extremely satisfied” or “4”):
Number of
employees Time in Current Location Education Level
1-5 6-10 Overall
11 or
more
5 years
or less
6-20
years
More
than 20
years
HS
graduate or
less
College
graduate/some
college
Post graduate
degree/study
Protection from major floods 67% 64% 66% 71% 60% 58% 67% 64% 64% 64%
Protection from local street flooding 66% 59% 62% 68% 58% 54% 67% 61% 59% 61%
Protecting and improving urban streams 60% 61% 59% 60% 62% 56% 75% 58% 55% 60%
Price 47% 44% 50% 44% 59% 31% 50% 49% 41% 46%
Overall satisfaction with Storm Water service 70% 74% 75% 74% 76% 58% 74% 70% 76% 70%
Table 175: Satisfaction with Water Service by Business Size, Company Location and Respondent Education
Please rate Fort Collins Utilities on each of the
following aspects of your WATER service
(Percent rating as “5-extremely satisfied” or
“4”):
Number of
employees Time in Current Location Education Level
1-5 6-10 Overall
11 or
more
5 years
or less
6-20
years
More
than 20
years
HS
graduate or
less
College
graduate/some
college
Post graduate
degree/study
Reliability, few water service interruptions 97% 94% 95% 96% 98% 91% 88% 97% 95% 96%
Taste of the water 82% 82% 88% 84% 85% 84% 75% 87% 81% 84%
Safety of the drinking water 96% 79% 90% 93% 91% 87% 76% 94% 89% 91%
Prepared by National Research Center, Inc.
Fort Collins, CO • Fort Collins Utility Customer Service Surveys • 2016
83
Table 176: Satisfaction with Wastewater or Sewer Service by Business Size, Company Location and Respondent Education
Please rate Fort Collins Utilities on each of the
following aspects of your WASTEWATER or
SEWER service (Percent rating as “5-extremely
satisfied” or “4”):
Number of
employees Time in Current Location Education Level
1-5 6-10 Overall
11 or
more
5 years
or less
6-20
years
More
than 20
years
HS
graduate or
less
College
graduate/some
college
Post graduate
degree/study
Reliability, few backups caused by the utility 88% 94% 81% 85% 89% 88% 89% 85% 89% 87%
Controlling odors at wastewater treatment
facilities 77% 78% 55% 73% 70% 67% 87% 76% 56% 71%
Price 66% 69% 47% 61% 66% 48% 65% 63% 59% 60%
Overall satisfaction with Wastewater service 92% 89% 78% 87% 87% 90% 94% 89% 84% 88%
This question was asked only of those who reported they received waste water or sewer service from Fort Collins Utilities.
Table 177: Satisfaction with Fort Collins Utilities by Business Size, Company Location and Respondent Education
Please rate Fort Collins for their performance on
each of the following (Percent rating as “5-
extremely satisfied” or "4"):
Number of
employees Time in Current Location Education Level
1-5 6-10 Overall
11 or
more
5 years
or less
6-20
years
More
than 20
years
HS
graduate or
less
College
graduate/some
college
Post graduate
degree/study
The courteousness of customer service 89% 89% 88% 90% 93% 77% 77% 93% 83% 89%
The helpfulness of customer service 87% 79% 90% 88% 93% 75% 75% 93% 76% 87%
Prepared by National Research Center, Inc.
Fort Collins, CO • Fort Collins Utility Customer Service Surveys • 2016
84
Please rate Fort Collins for their performance on
each of the following (Percent rating as “5-
extremely satisfied” or "4"):
Number of
employees Time in Current Location Education Level
1-5 6-10 Overall
11 or
more
5 years
or less
6-20
years
More
than 20
years
HS
graduate or
less
College
graduate/some
college
Post graduate
degree/study
Environmental stewardship, including offering
energy efficiency, water conservation and
renewable energy (e.g., wind) programs 74% 73% 76% 75% 81% 62% 74% 71% 80% 73%
Quality electric and water service 90% 92% 95% 92% 95% 84% 78% 96% 86% 92%
Accuracy of bills 91% 83% 83% 89% 91% 79% 83% 88% 88% 88%
Convenience of bill payment options, including
in-person locations and online 89% 84% 81% 86% 87% 83% 82% 87% 86% 86%
The value of services for the money you pay 72% 69% 60% 68% 81% 50% 73% 71% 66% 69%
The level of security used to protect the utility’s
infrastructure, such as power lines, pipes, etc. 80% 80% 79% 75% 85% 76% 68% 84% 67% 79%
Information and tools provided to help you
manage your use and costs 66% 78% 69% 71% 78% 51% 64% 72% 63% 68%
Technology tools, similar to those used by
banks, cell phone or cable companies 73% 73% 60% 69% 80% 44% 75% 68% 65% 68%
Online security provided to protect your
personal and financial data 83% 87% 77% 83% 78% 75% 83% 80% 75% 80%
Practices used to reduce the utility’s carbon
footprint 65% 65% 66% 63% 73% 53% 50% 65% 65% 64%
Availability of rate plans that encourage
conservation and/or energy use at off-peak
times of day 64% 53% 53% 53% 70% 50% 65% 58% 57% 56%
Employee knowledge 85% 83% 85% 85% 89% 73% 74% 86% 80% 83%
Overall satisfaction with Fort Collins Utilities 85% 85% 93% 91% 90% 74% 78% 90% 86% 88%
Addendum 1
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Prepared by National Research Center, Inc.
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Key Account Customer Comparisons by Demographic Characteristics
Key Account subgroup comparisons were not tested for significance due to the small number of respondents. Any differences between
subgroups should be interpreted cautiously.
Table 178: Utility Provider by Business Size, Company Location and Respondent Education
Number of employees Time in Current Location Education Level
1-19 Overall
20-
99
100 or
more
5 years or
less
6-20
years
More than 20
years
HS graduate
or less
College graduate/some
college
Post graduate
degree/study
Electric Service 100% 100% 71% 100% 75% 80% 100% 83% 67% 80%
Water Service 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%
Wastewater/Sewer
Service 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%
Table 179: Overall Satisfaction with the City of Fort Collins Utilities by Business Size, Company Location and Respondent Education
Please rate your satisfaction with the City
of Fort Collins Utilities (Percent rating as
“5-extremely satisfied” or "4").
Number of employees Time in Current Location Education Level
1-19 Overall
20-
99
100 or
more
5 years
or less
6-20
years
More
than 20
years
HS
graduate or
less
College
graduate/some
college
Post graduate
degree/study
Overall satisfaction with Fort Collins
Utilities 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%
Table 180: Importance of Factors in Selecting a Provider by Business Size, Company Location and Respondent Education
If you could choose your utility provider, how
important would each of the following factors be
to you in making that selection (Percent rating as
Prepared by National Research Center, Inc.
Fort Collins, CO • Fort Collins Utility Customer Service Surveys • 2016
86
If you could choose your utility provider, how
important would each of the following factors be
to you in making that selection (Percent rating as
"5-very important" or "4")?
Number of
employees Time in Current Location Education Level
1-19 Overall
20-
99
100 or
more
5 years
or less
6-20
years
More
than 20
years
HS
graduate
or less
College
graduate/some
college
Post graduate
degree/study
Well managed company 100% 100% 86% 100% 100% 80% 100% 83% 100% 90%
Accurate bills 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%
A company you can trust 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%
Programs to help you conserve 100% 100% 86% 100% 100% 80% 100% 83% 100% 90%
Variety of ways to pay your bill, including in-
person locations and on-line 0% 100% 57% 0% 75% 60% 0% 67% 67% 60%
Contributing to the community 100% 100% 43% 100% 75% 40% 100% 50% 67% 60%
Connecting your phone call to the right person the
first time 100% 100% 86% 100% 100% 80% 100% 83% 100% 90%
Environmentally conscious, including offering
energy efficiency, water conservation and
renewable energy (e.g., wind and solar) programs 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%
High level of security for its infrastructure such as
power lines, storm drains, water pipes, etc. 100% 100% 71% 100% 75% 80% 100% 83% 67% 80%
Providing good value for your money 100% 100% 86% 100% 100% 80% 100% 83% 100% 90%
Answering your billing questions accurately 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%
Information and tools to help you manage your
use and costs such as the utilities web portal 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%
Technology tools to make your life easier, similar
to those provided by other companies, such as
banks, cell phone, cable, etc. 100% 100% 86% 100% 75% 100% 100% 100% 67% 90%
Cyber security of any personal or financial data 100% 100% 86% 100% 100% 80% 100% 83% 100% 90%
Rate plans that encourage conservation and/or
using energy at off-peak times of day 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%
Having employees with knowledge to answer
questions and resolve problems 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%
Having a presence on the web and social media to
communicate issues and promote programs and
events 100% 100% 43% 100% 50% 60% 100% 67% 33% 60%
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Table 181: Level of Agreement about Emission Actions by Business Size, Company Location and Respondent Education
Please indicate you level of agreement or
disagreement with each of the following statements
(Percent rating as "5-strongly agree" or "4"):
Number of
employees
Time in Current
Location Education Level
1-19 Overall
20-
99
100 or
more
5
years
or less
6-20
years
More
than 20
years
HS
graduate
or less
College
graduate/some
college
Post graduate
degree/study
My organization/business supports Platte River Power
Authority and Fort Collins Utilities in the effort to
reduce greenhouse gas emissions by at least 20%
below 2005 levels by 2020. 100% 100% 57% 100% 75% 60% 100% 67% 67% 70%
My organization/business would like Platte River
Power Authority to increase renewable energy sources
like wind and solar from 6% currently, to a level of 20%
by 2020. 100% 100% 67% 100% 67% 80% 100% 83% 50% 78%
My organization would support Platte River Power
Authority adding natural gas generation to supply
energy, when needed, to supplement wind and solar
resources since the output from these two resources
can vary. 100% 100% 57% 100% 75% 60% 100% 83% 33% 70%
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Table 182: Level of Agreement with Conservation Measures by Business Size, Company Location and Respondent Education
Please indicate you level of agreement or
disagreement with each of the following statements
(Percent rating as "strongly agree" or "4"):
Number of
employees Time in Current Location Education Level
1-19 Overall
20-
99
100 or
more
5
years
or less
6-20
years
More
than 20
years
HS
graduate
or less
College
graduate/some
college
Post graduate
degree/study
My organization takes the time to learn more about
conservation in an effort to make better energy
and/or water use decisions. 0% 100% 100% 0% 100% 100% 0% 100% 100% 90%
My organization expects the City of Fort Collins to
lead the way to a clean energy future through
investment in or support of community based
solutions such as solar gardens, on-bill financing for
efficiency upgrades, and contractor certification. 100% 100% 86% 100% 100% 80% 100% 83% 100% 90%
My organization supports charging more for energy
used during peak periods of the day when it costs
more to generate energy. 0% 100% 71% 0% 75% 80% 0% 100% 33% 70%
Table 183: Level of Importance of Water Efficiency by Business Size, Company Location and Respondent Education
Fort Collins Utilities emphasizes the importance
of WATER efficiency and conservation at a level
that is:
Number of employees Time in Current Location Education Level
1-19
20-
99
100
or
more Overall
5
years
or
less
6-20
years
More
than
Prepared by National Research Center, Inc.
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Table 184: Level of Importance of Energy Efficiency by Business Size, Company Location and Respondent Education
Fort Collins Utilities emphasizes the importance
of ENERGY efficiency and conservation at a
level that is:
Number of employees Time in Current Location Education Level
1-19
20-
99
100
or
more Overall
5
years
or
less
6-20
years
More
than
20
years Overall
HS
graduate
or less
College
graduate/some
college
Post
graduate
degree/study Overall
Fort Collins Utilities
emphasizes the importance of
ENERGY efficiency and
conservation at a level that is:
Not enough 0% 0% 14% 10% 0% 0% 20% 10% 0% 17% 0% 10%
About right 100% 100% 86% 90% 100% 100% 80% 90% 100% 83% 100% 90%
Too much 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0%
Total 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%
Table 185: Satisfaction with Fort Collins Utilities as Stewards by Business Size, Company Location and Respondent Education
Please rate Fort Collins Utilities' overall
performance as stewards of water and energy
resources for your community (Percent rating as
“5-extremely satisfied” or “4”).
Number of
employees Time in Current Location Education Level
1-19 Overall
20-
99
100 or
more
5 years
or less
6-20
years
More
than 20
years
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Table 187: Satisfaction with Storm Water Service by Business Size, Company Location and Respondent Education
Please rate Fort Collins Utilities on each of the
following aspects of your STORM WATER
service (Percent rating as “5-extremely
satisfied” or “4”):
Number of
employees Time in Current Location Education Level
1-19 Overall
20-
99
100 or
more
5 years
or less
6-20
years
More
than 20
years
HS
graduate or
less
College
graduate/some
college
Post graduate
degree/study
Protection from major floods 100% 100% 71% 100% 75% 80% 100% 83% 67% 80%
Protection from local street flooding 100% 100% 71% 100% 75% 80% 100% 83% 67% 80%
Protecting and improving urban streams 100% 100% 71% 100% 75% 80% 100% 83% 67% 80%
Price 100% 100% 86% 100% 100% 80% 100% 83% 100% 90%
Overall satisfaction with Storm Water service 100% 100% 86% 100% 100% 80% 100% 83% 100% 90%
Table 188: Satisfaction with Water Service by Business Size, Company Location and Respondent Education
Please rate Fort Collins Utilities on each of the
following aspects of your WATER service
(Percent rating as “5-extremely satisfied” or
“4”):
Number of employees Time in Current Location Education Level
1-19 Overall
20-
99
100 or
more
5 years
or less
6-20
years
More
than 20
years
HS
graduate or
less
College
graduate/some
college
Post graduate
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Table 189: Satisfaction with Wastewater or Sewer Service by Business Size, Company Location and Respondent Education
Please rate Fort Collins Utilities on each of the
following aspects of your WASTEWATER or
SEWER service (Percent rating as “5-extremely
satisfied” or “4”):
Number of
employees Time in Current Location Education Level
1-19 Overall
20-
99
100 or
more
5 years
or less
6-20
years
More
than 20
years
HS
graduate
or less
College
graduate/some
college
Post graduate
degree/study
Reliability, few backups caused by the utility 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%
Controlling odors at wastewater treatment
facilities 100% 100% 83% 100% 67% 100% 100% 100% 67% 89%
Price 100% 100% 71% 100% 100% 60% 100% 83% 67% 80%
Overall satisfaction with Wastewater service 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%
This question was asked only of those who reported they received waste water or sewer service from Fort Collins Utilities.
Table 190: Satisfaction with Fort Collins Utilities by Business Size, Company Location and Respondent Education
Please rate Fort Collins for their performance
on each of the following (Percent rating as “5-
extremely satisfied” or "4"):
Number of employees Time in Current Location Education Level
1-19 Overall
20-
99
100 or
more
5 years
or less
6-20
years
More
than 20
years
HS
graduate or
less
College
graduate/some
college
Post graduate
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Please rate Fort Collins for their performance
on each of the following (Percent rating as “5-
extremely satisfied” or "4"):
Number of employees Time in Current Location Education Level
1-19 Overall
20-
99
100 or
more
5 years
or less
6-20
years
More
than 20
years
HS
graduate or
less
College
graduate/some
college
Post graduate
degree/study
Environmental stewardship, including offering
energy efficiency, water conservation and
renewable energy (e.g., wind) programs 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%
Quality electric and water service 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%
Accuracy of bills 100% 100% 86% 100% 100% 80% 100% 83% 100% 90%
Convenience of bill payment options,
including in-person locations and online 100% 100% 71% 100% 75% 80% 100% 83% 67% 80%
The value of services for the money you pay 100% 100% 86% 100% 100% 80% 100% 83% 100% 90%
The level of security used to protect the
utility’s infrastructure, such as power lines,
pipes, etc. 100% 100% 86% 100% 100% 80% 100% 83% 100% 90%
Information and tools provided to help you
manage your use and costs 100% 100% 86% 100% 100% 80% 100% 83% 100% 90%
Technology tools, similar to those used by
banks, cell phone or cable companies 100% 100% 71% 100% 75% 80% 100% 83% 67% 80%
Online security provided to protect your
personal and financial data 0% 100% 86% 0% 100% 80% 0% 83% 100% 80%
Practices used to reduce the utility’s carbon
footprint 100% 100% 86% 100% 100% 80% 100% 83% 100% 90%
Availability of rate plans that encourage
conservation and/or energy use at off-peak
times of day 0% 100% 86% 0% 100% 80% 0% 83% 100% 80%
Employee knowledge 100% 100% 86% 100% 100% 80% 100% 83% 100% 90%
Overall satisfaction with Fort Collins Utilities 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%
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Appendix C: Survey Methodology
Interview Script Development
The City of Fort Collins Utilities previously has administered a series of customer service surveys. In 2015,
the City contracted with National Research Center, Inc. (NRC) to administer three surveys to assess the
quality of and satisfaction with electric, water, waste water/sewer and storm water services provided to Fort
Collins consumers (residents and businesses). These results help Fort Collins Utilities make decisions to
improve processes and customer service overall. The 2015 surveys largely were based on the surveys
previously administered to residents and businesses. A few new questions were added and some were
removed. Through an iterative process between Utilities managers and NRC staff, two 15 minute
interview scripts, one for residents and one for small/medium business consumers and key account
customers, were created.
Sample Selection
There were three target populations for this survey: adults 18 years of age or older who receive services
from Fort Collins Utilities, small to medium business consumers and larger business consumers (Key
Accounts).
For the resident survey, all adults 18 years of age or older that receive utility services from Fort Collins
Utilities (water, electric, sewer/wastewater and/or storm water) were eligible to complete the survey. As it
is not feasible or practical to survey every adult in Fort Collins, a sampling plan was be designed to select
potential recipients. In an effort to select a list source that would include as large a proportion as possible
of the desired target population, the selected list of phone numbers to be dialed included 50% landlines
and 50% cell phones. (Nationally, according to the latest data from the National Health Interview Survey,
44% of adults have only wireless telephone service, and 54% of households have only wireless telephone
service.1) Further, a hybrid approach was used on the source of the sampling frames (the source from
which the list of phone numbers is selected). We completed 25% of the interviews from an RDD (random
digit dial) sample (half landline, half cell phone) and 75% from listed sources. For cell phones, the listed
samples append billing address data to the cell phone so that we could target resident geography (zip code)
regardless of the area code and prefix (given the portability of cell phones across, the link between the area
code and prefix of a phone number is increasingly weak).
We also included questions on the resident survey to confirm that the individual being interviewed lived
in Fort Collins and/or received at least one utility service from Fort Collins Utilities, and asked for the zip
code of the place of residence so that results could be broken down by geography. The resident survey also
was translated into Spanish, and Spanish-speaking interviewers were available to conduct the interviews.
For the small to medium business survey, Fort Collins Utilities provided a database containing a list of
phone numbers and addresses for all small to medium business consumers. The list was reviewed to
identify unique businesses (those without multiple sites) and to determine businesses that had more than
1 http://www.cdc.gov/nchs/data/nhis/earlyrelease/wireless201506.pdf
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one site so that those businesses were contacted only once. After filtering down the list of 6,988 businesses
by these criteria, 3,737 unique businesses remained and were eligible to complete the survey.
Fort Collins Utilities staff recruited participants for the Key Account interviews and provided NRC with
the dates and times for calling. From about 30 Key Accounts, 15 were contacted to complete the survey
and 10 interviews were completed.
Survey Administration and Response
VuPoint Research, a company specializing in phone survey services, conducted the interviewing on behalf
of Fort Collins Utilities. The survey data were recorded electronically using a Computer-Assisted
Telephone Interviewing (CATI) system. (CATI is a software program that automatically dials phone
numbers, logs dispositions and records responses to completed interviews.) Phone calls to residents and
small/medium business customers were made from October 5 to October 26 and key account interviews
were scheduled from October 19 to November 23. A majority of the resident interviews were completed
during the evening hours while calls to businesses were made during the weekday. All phone numbers
were dialed at least four times if no refusal or completed interview was obtained before replacing with
another number, with at least one of the attempts on either a weekend or weekday. The dispositions of
the numbers dialed during the survey are listed in the table on the following page.
In all, a total of 600 resident interviews were completed (including two in Spanish) and 200
small/medium business interviews were completed. Additionally, 15 Key Accounts were contacted by Fort
Collins Utilities for interviews and 10 were completed.
A total of 20,854 residential and 3,727 business phone numbers were dialed during the survey
administration. Some of these numbers are considered ineligible[1] for the survey. Of the approximately
17,306 households and 3,407 businesses called, 600 completed resident interviews were obtained,
providing a response rate of 4% and 200 business interviews were completed, providing a 6% response
rate. Approximately 1000 residents refused the survey, as did 340 businesses.
[1] Disconnected, fax/data line, or business phone numbers were not included as eligible households. For 2,610 phone
numbers where the eligibility status of the household was unknown, 40% were estimated to be eligible. This proportion
was assumed to hold for those households not contacted, or where the household refused, and therefore prevented
knowing the eligibility status, and only 40% of these numbers were included in the final response rate calculation.
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Disposition of All Phone Numbers Called
Disposition
Residential
Count
Business
Count
Complete 600 200
Partial 224 47
Refusal 1,000 340
Respondent never available 1,323 379
No answer 2,289 254
Answering machine/Voice mail 5,722 NA
Always busy 388 60
Answering machine, not sure if household 2,801 1,574
Other, non-refusal 568 300
Computer/Fax/Other Tone/Pager 336 12
Call blocking 50 1
Language problem 78 22
Other, non-eligible 3,512 393
Disconnected number 957 20
Non-working number 172 74
Technical phone problems 348 36
Cell phone 4 1
Business, government office, other organizations 180 2
Quota filled 3 2
Not a resident of Fort Collins 299 10
Total phone numbers used 20,854 3,727
I=Complete Interviews 600 200
P=Partial Interviews 224 47
R=Refusal and break off 1,000 340
NC=Non Contact 7,045 379
O=Other 646 322
Estimate* 0.830 .914
UH=Unknown household 5,876 1,925
UO=Unknown other 3,512 393
Response rate** 4% 6%
* Estimate of e is based on proportion of eligible households among all numbers for which a definitive determination of status was
obtained (a very conservative estimate).
** The response rate was calculated as: I/( (I+ R+NC+O) + e(UH+UO) )
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Confidence Intervals
It is customary to describe the precision of estimates made from surveys by a “level of confidence” (or
margin of error). The 95 percent confidence level for the results from the resident survey is generally no
greater than plus or minus four percentage points around any given percent reported for the resident
sample (600 completed interviews) and seven percentage points for the small/medium business sample
(200 completed interviews). Because the overall small group of Key Accounts and since they were not
randomly selected, a margin of error cannot be calculated.
Results for demographic and geographic subgroups of respondents will have wider confidence intervals.
Where estimates are given for subgroups, they are less precise.
Data Weighting and Analysis
The results were analyzed by National Research Center, Inc. staff using the Statistical Package for the
Social Sciences (SPSS).
The demographic characteristics of the resident survey respondents were compared to those found in the
2013 American Community Survey estimates for the City of Fort Collins and were statistically adjusted to
reflect the larger population when necessary. The results of the weighting scheme are presented in the
following table. The data were weighted by race, ethnicity, sex and age. A weight for the small/medium
business and key account respondents was not calculated.
Fort Collins Utilities Resident Customer Service Survey Weighting Table 2015
Characteristic Population Norm* Unweighted Data Weighted Data
Housing
Rent home 45% 69% 46%
Own home 55% 31% 54%
Race and Ethnicity
White 90% 91% 89%
Not white 10% 9% 11%
Not Hispanic 92% 92% 91%
Hispanic 8% 8% 9%
Sex and Age
Female 50% 55% 51%
Male 50% 45% 49%
18-34 years of age 45% 26% 45%
35-54 years of age 31% 28% 31%
55+ years of age 23% 46% 24%
Females 18-34 22% 13% 21%
Females 35-54 16% 14% 16%
Females 55+ 13% 28% 13%
Males 18-34 24% 13% 23%
Males 35-54 15% 14% 15%
Males 55+ 11% 19% 11%
* Source: 2013 American Community Survey, 5-year estimates
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Appendix D: Interview Scripts
A copy of the interview scripts appear on the following pages.
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2015 Residential Customer Survey – City of Fort Collins Utilities
Hello, I am _________________ from ___________, a survey research company. We are
conducting a research study on behalf of Fort Collins Utilities. We are only interested in
your opinions and at no time will I attempt to sell you anything. Your responses are
confidential and will be reported in group form only. (READ IF NECESSARY: Depending
on your answers, this survey should take no more than 15 minutes.)
____________________________________________________________________________
S1. [CELL ONLY] Before I continue, are you in a safe place to talk on your phone,
specifically not currently driving? [INTERVIEWER NOTE: EVEN IF THE RESPONDENT
IS OK WITH TAKING THE SURVEY WHILE DRIVING, WE CANNOT CONTINUE
WITH THE SURVEY.]
1 Yes – in safe place/not driving [CONTINUE]
2 No – not safe/driving [ARRANGE CALLBACK]
S2. {CELL ONLY} Are you at least 18 years old?
1 Yes [PROCEED TO S4]
2 No [THANK AND TERMINATE]
S3. [LANDLINE ONLY] We need to complete this questionnaire if you are the adult (age
18 or older) in the household is the most familiar with the household utilities, such as electric,
water and wastewater. Is that you?
1 Yes {PROCEED TO S4}
2 No May I speak with that person?
A. Yes {REPEAT FIRST PARAGRAPH WITH NEW PERSON, THEN
GO TO S4}
B. No/not here {ARRANGE CALLBACK}
S4. Do you live within the City limits of the City of Fort Collins?
1 YES
2 NO
98 DON’T KNOW [THANK AND TERMINATE]
99 REFUSED [THANK AND TERMINATE]
S6. All residents in the City of Fort Collins receive storm water and drainage services
from Fort Collins Utilities. Please tell me who your provider is for these other services.
{READ LIST; ROTATE A-D; IF NEEDED, HERE IS A LIST OF OTHER UTILITY
PROVIDERS IN FORT COLLINS – DO NOT READ: ELECTRIC SERVICE – Poudre
Valley Rural Electric Association [PVREA], XCEL; GAS SERVICE – XCEL, SEMINOLE
(MAIN DROP-OFF GAS COMPANY LOCALLY); WATER SERVICE – ELCO WATER
DISTRICT, FORT COLLINS-LOVELAND WATER DISTRICT, WEST FORT COLLINS
WATER DISTRICT; WASTEWATER SERVICE - BOXELDER SANITATION DISTRICT,
SOUTH FORT COLLINS SANITATION DISTRICT, CHERRY HILLS SANITATION}
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What about your….
A Electric Service
B Water Service
C Wastewater /Sewer Service
1 CITY OF FORT COLLINS/FORT COLLINS UTILITY
2 OTHER PROVIDER
98 DON’T KNOW/NOT AWARE
99 REFUSED
QA. [DO NOT READ] ENTER GENDER (OBSERVATION)
1 Male
2 Female
98 DON’T KNOW
Q1. First, I would like to ask you about your OVERALL SATISFACTION of the City of
Fort Collins Utilities as a residential customer. Please use a 1-TO-5 scale where 1 means you
are extremely DISSATISFIED, and 5 means you are extremely SATISFIED. On this scale,
what is your OVERALL SATISFACTION of Fort Collins Utilities? {REPEAT SCALE AS
NECESSARY}
[RECORD NUMBER 1-5]
98 DON’T KNOW
99 REFUSED
Q2. If you could choose your utility provider, how important would each of the following
factors be to you in making that selection? Please use a scale of 1 to 5, where 1=Not at all
Important and 5=Very Important {REPEAT SCALE AS NECESSARY; ROTATE A-W}
[RECORD NUMBER 1-5 for each of the following]
98 DON’T KNOW
99 REFUSED
A. Reliable service
B. Quality of product delivered
C. Timely repairs and service restoration
D. Courteous customer service
E. Helpful customer service
F. Controlling costs to keep prices as low as possible
G. Well managed company
H. Accurate bills
I. A company you can trust
J. Programs to help you conserve
K. Variety of ways to pay your bill, including in-person locations and on-line
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L. Contributing to the community
M. Connecting your phone call to the right person the first time
N. Environmentally conscious, including offering energy efficiency, water conservation and
renewable energy (e.g., wind and solar) programs
O. High level of security for its infrastructure such as (power lines, storm drains, water pipes,
etc.)
P. Providing good value for your money
Q. Answering your billing questions accurately
R. Information and tools to help you manage your use and costs such as the utilities web
portal
S. Technology tools to make your life easier, similar to those provided by other companies,
such as banks, cell phone, cable, etc.
T. Cyber security of any personal or financial data
U. Rate plans that encourage conservation and/or using energy at off-peak times of day
V. Having employees with knowledge to answer questions and resolve problems
W. Having a presence on the web and social media to communicate issues and promote
programs and events
Q3. [SKIP IF QS6A=2] Earlier this year, Fort Collins City Council adopted aggressive goals
toward reducing community greenhouse gas emissions. In an effort to make quicker
progress toward these goals, how much more per month, if any, would you be willing to pay
for your electricity portion of your bill?
1 $0
2 $1-$2
3 $3-$5
4 $6 – $10
5 More than $10
98 DON’T KNOW
99 REFUSED
Q6. Using a scale of 1 to 5, where 1 = Strongly Disagree and 5 = Strongly Agree, please
indicate your level of agreement or disagreement with each of the following statements:
{REPEAT SCALE AS NECESSARY; ROTATE A-D}
[RECORD NUMBER 1-5 for each of the following]
98 DON’T KNOW
99 REFUSED
A. I take the time to learn more about conservation in an effort to make better energy and/or
water use decisions
B. I am interested in using new energy efficiency devices such as programmable thermostats
and energy use displays.
C. I expect the City of Fort Collins to lead the way to a clean energy future through
investment in or support of community based solutions.
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D. I support charging more for energy used during peak periods of the day when it costs more
to generate energy.
Q7. Do you feel that Fort Collins Utilities emphasizes the importance of WATER efficiency
and conservation at a level that is: {ROTATE RESPONSES 1-3}
1 Not enough
2 About right
3 Too much
98 DON’T KNOW
99 REFUSED
Q8. Do you feel that Fort Collins Utilities emphasizes the importance of ENERGY efficiency
and conservation at a level that is: {ROTATE RESPONSES 1-3}
1 Not enough
2 About right
3 Too much
98 DON’T KNOW
99 REFUSED
Q9. Using a 1 to 5 scale where 1 means you are extremely DISSATISFIED and 5 means you
are extremely SATISFIED, please rate Fort Collins Utilities’ overall performance as
stewards of water and energy resources for your community.
[RECORD NUMBER 1-5]
98 DON’T KNOW
99 REFUSED
Q10. [SKIP IF S6 A=2.]Using the same 1 to 5 scale {READ AS NECESSARY: Where 1
means you are extremely DISSATISFIED and 5 means you are extremely SATISFIED},
please rate Fort Collins Utilities on each of the following aspects of your ELECTRIC service:
[ROTATE A-D, E ALWAYS LAST]
[RECORD NUMBER 1-5 for each of the following]
98 DON’T KNOW
99 REFUSED
What about…
A. Reliability: few outages or interruptions]
B. Power quality: few voltage fluctuations or surges
C. Timeliness of electric service repair and service restoration
D. Price
E. Overall satisfaction with electric service
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Q11. Please rate Fort Collins Utilities on each of the following aspects of your STORM
WATER service using the same 1-5 scale, {READ AS NECESSARY: Where 1 means you
are extremely DISSATISFIED and 5 means you are extremely SATISFIED}: [ROTATE A-
D, E ALWAYS LAST]
[RECORD NUMBER 1-5 for each of the following]
98 DON’T KNOW
99 REFUSED
What about…
A. Protection from major floods
B. Protection from local street flooding
C. Protecting and improving urban streams
D. Price
E. Overall satisfaction with Storm Water service
Q12. [SKIP IF S6 B=2.]Please rate Fort Collins Utilities on each of the following aspects of
your WATER service using the same 1-5 scale, {READ AS NECESSARY: Where 1 means
you are extremely DISSATISFIED and 5 means you are extremely SATISFIED}: [ROTATE
A-E, D ALWAYS LAST]:
[RECORD NUMBER 1-5 for each of the following]
98 DON’T KNOW
99 REFUSED
What about…
A. Reliability, few water service interruptions
B. Taste of the water
C. Safety of the drinking water
D. Quality of the water: pure and clean
E. Price
F. Overall satisfaction with Water service
Q13. [SKIP IF S6 C=2.]Please rate Fort Collins Utilities on each of the following aspects of
your WASTEWATER or SEWER SERVICE using the same 1-5 scale, {READ AS
NECESSARY: Where 1 means you are extremely DISSATISFIED and 5 means you are
extremely SATISFIED}: [ROTATE A-D, E ALWAYS LAST]:
[RECORD NUMBER 1-5 for each of the following]
98 DON’T KNOW
99 REFUSED
What about…
A. Reliability, few backups caused by the utility
B. Controlling odors at wastewater treatment facilities
C. Price
D. Overall satisfaction with Wastewater service
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Q14. Previously, I asked you how important a variety of factors would be if you could choose
your own utility provider. Now, please rate Fort Collins Utilities for their performance on
each of the following, using the 1-5 satisfaction scale, [READ AS NECESSARY: Where 1
means you are extremely DISSATISFIED and 5 means you are extremely SATISFIED;
[REPEAT SCALE AS NECESSARY; ROTATE A-W, X ALWAYS LAST]
[RECORD NUMBER 1-5 for each of the following]
98 DON’T KNOW
99 REFUSED
A. The courteousness of customer service
B. The helpfulness of customer service
C. Informing you about repairs and maintenance and when issues are resolved
D. Contributions to the community
E. Connecting your phone call to the right person quickly
F. Accuracy of answering billing questions
G. Reliability of services (number of interruptions)
H. Opportunities to participate in conservation programs
I. The overall management of the utility
J. Controlling costs to keep rates as low as possible
K. Trustworthiness
L. Environmental stewardship, including offering energy efficiency, water conservation and
renewable energy (e.g., wind) programs
M. The quality of electric and water service
N. Accuracy of bills
O. Convenience of bill payment options, including in-person locations and online
P. The value of services for the money you pay
Q. The level of security used to protect the utility’s infrastructure, such as power lines,
pipes, etc.
R. Information and tools provided to help you manage your use and costs
S. Technology tools, similar to those used by banks, cell phone or cable companies
T. Online security provided to protect your personal and financial data
U. Practices used to reduce the utility’s carbon footprint
V. Availability of rate plans that encourage conservation and/or energy use at off-peak times
of day
W. Employee knowledge
X. Overall satisfaction with Fort Collins Utilities
Our last questions are about you and your household. All of your responses to this survey are
completely confidential and will be reported in a group form only.
Q15. Please stop me when I reach the category that includes your age. [READ LIST]
1 18 to 24 years
2 25 to 34 years
3 35 to 44 years
4 45 to 54 years
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5 55 to 64 years
6 65 years and over
98 DON’T KNOW
99 REFUSED
Q16. Are there any children under the age of 18 living in your household?
1 No
2 Yes
98 DON’T KNOW
99 REFUSED
Q17. Are you currently a full- or part-time student at a college or university in Fort Collins?
1 No
2 Yes
98 DON’T KNOW
99 REFUSED
Q18. Do you own or rent your primary residence in Fort Collins?
1 Own
2 Rent
98 DON’T KNOW
99 REFUSED
Q19. What was the last grade in school you had the opportunity to complete? [READ LIST
AS NECESSARY]
1 Less than HS degree
2 HS graduate, vocational education
3 Some college
4 College graduate
5 Post graduate degree or study
98 DON’T KNOW
99 REFUSED
Q20. Are you of Spanish, Hispanic or Latino origin?
1 No
2 Yes
98 DON’T KNOW
99 REFUSED
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Q21. Which one or more of the following would you say is your race? (SELECT ALL THAT
APPLY. PROBE.]
1 American Indian or Alaskan native
2 Asian or Pacific Islander
3 Black or African American
4 White/Caucasian
5 Other
98 DON’T KNOW
99 REFUSED
Q22. May I please have your zip code? [READ AS NECESSARY: This is for reporting
purposes only. Responses are confidential and will be reported in group form only.]
[ENTER ZIP CODE]
Q23. Do you have any other comments you would like to provide regarding the City of Fort
Collins Utilities?
1 No
2 Yes [SPECIFY]
Q24. Fort Collins Utilities is interested in its customers' opinions. Would you be interested in
sharing your email address with the utility? Fort Collins Utilities will send you an email
asking you to participate in future research.
1 No
2 Yes [RECORD EMAIL:__________________]
That is all of the questions I have for you today. Thanks for your time!
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1
2015 Commercial Customer Survey – City of Fort Collins Utilities
Hello, I am _________________ from ___________, a survey research company. As you know, we are
conducting a research study on behalf of Fort Collins Utilities. Your responses are confidential and
will be reported in group form only. (READ IF NECESSARY: Depending on your answers, this
survey should take no more than 15 minutes.)
____________________________________________________________________________
S1. [CELL ONLY] Before I continue, are you in a safe place to talk on your phone, specifically
not currently driving? [INTERVIEWER NOTE: EVEN IF THE RESPONDENT IS OK WITH
TAKING THE SURVEY WHILE DRIVING, WE CANNOT CONTINUE WITH THE SURVEY.]
1 Yes – in safe place/not driving [CONTINUE]
2 No – not safe/driving [ARRANGE CALLBACK]
S2. VERIFY BUSINESS NAME WITH RESPONDENT – emailed to Jayme
S4. All businesses within the City of Fort Collins receive storm water and drainage services from
Fort Collins Utilities. Please tell me who your provider is for each of the following other utilities.
{READ LIST, ROTATE A-D; IF NEEDED, HERE IS A LIST OF OTHER UTILITY PROVIDERS
IN FORT COLLINS – DO NOT READ: ELECTRIC SERVICE – Poudre Valley Rural Electric
Association [PVREA], XCEL; GAS SERVICE – XCEL, SEMINOLE (MAIN DROP-OFF GAS
COMPANY LOCALLY); WATER SERVICE – ELCO WATER DISTRICT, FORT COLLINS-
LOVELAND WATER DISTRICT, WEST FORT COLLINS WATER DISTRICT; WASTEWATER
SERVICE - BOXELDER SANITATION DISTRICT, SOUTH FORT COLLINS SANITATION
DISTRICT, CHERRY HILLS SANITATION}
What about your…
A Electric Service
B Water Service
C Wastewater /Sewer Service
1 CITY OF FORT COLLINS/FORT COLLINS UTILITY
2 OTHER PROVIDER
98 DON’T KNOW/NOT AWARE
99 REFUSED
QA. [DO NOT READ] ENTER GENDER (OBSERVATION)
1 Male
2 Female
98 DON’T KNOW
Q1. First, I would like to ask you about your OVERALL SATISFACTION of the City of Fort
Collins Utilities as a business customer. Please use a 1 to 5 scale where 1 means you are extremely
DISSATISFIED and 5 means you are extremely SATISFIED. On this scale, what is your OVERALL
SATISFACTION with Fort Collins Utilities? {REPEAT SCALE AS NECESSARY}
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[RECORD NUMBER 1-5]
98 DON’T KNOW
99 REFUSED
Q2. If you could choose your utility provider, how important would each of the following factors
be to you in making that selection? Please use a scale of 1 to 5, where 1=Not at all Important and
5=Very Important [ROTATE A-W]
[RECORD NUMBER 1-5 for each of the following]
98 DON’T KNOW
99 REFUSED
A. Reliable service
B. Quality of product delivered
C. Timely repairs and service restoration
D. Courteous customer service
E. Helpful customer service
F. Controlling costs to keep prices as low as possible
G. Well managed company
H. Accurate bills
I. A company you can trust
J. Programs to help you conserve
K. Variety of ways to pay your bill, including in-person locations and on-line
L. Contributing to the community
M. Connecting your phone call to the right person the first time
N. Environmentally conscious, including offering energy efficiency, water conservation and renewable
energy (e.g., wind and solar) programs
O. High level of security for its infrastructure such as (power lines, storm drains, water pipes, etc.)
P. Providing good value for your money
Q. Answering your billing questions accurately
R. Information and tools to help you manage your use and costs such as the utilities web portal
S. Technology tools to make your life easier, similar to those provided by other companies, such as
banks, cell phone, cable, etc.
T. Cyber security of any personal or financial data
U. Rate plans that encourage conservation and/or using energy at off-peak times of day
V. Having employees with knowledge to answer questions and resolve problems
W. Having a presence on the web and social media to communicate issues and promote programs and
events
Q3. Fort Collins Utilities and Platte River Power Authority, the city-owned wholesale power provider
for Fort Collins, Estes Park, Longmont and Loveland, are working together to diversify future
electricity supply to the cities to reduce greenhouse gas emissions. Please indicate your level of
agreement or disagreement with each of the following statements using a 1 to 5 scale where 1 =
Strongly Disagree, 5 = Strongly Agree and 3=neither agree nor disagree. [ROTATE A-C]
[RECORD NUMBER 1-5]
98 DON’T KNOW
99 REFUSED
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A. My organization/business supports Platte River Power Authority and Fort Collins Utilities in the
effort to reduce greenhouse gas emissions by at least 20% below 2005 levels by 2020.
B. My organization/business would like Platte River Power Authority to increase renewable energy
sources like wind and solar from 6% currently, to a level of 20% by 2020.
C. My organization would support Platte River Power Authority adding natural gas generation to
supply energy, when needed, to supplement wind and solar resources since the output from these
two resources can vary.
Q3. As the City’s Climate Action Plan aligns to make progress toward the greenhouse gas reduction
goals, how much more, if any, would your organization be willing to pay in your monthly utility bill to
support this acceleration?
Would you say…
1 0%
2 1-5%
3 6-10%
4 11 – 15%
5 More than 15%
98 DON’T KNOW
99 REFUSED
Q6. Please indicate your level of agreement or disagreement with each of the following statements
using a 1 to 5 scale where 1 = Strongly Disagree and 5 = Strongly Agree. {ROTATE A-C}
[RECORD NUMBER 1-5]
98 DON’T KNOW
99 REFUSED
A. My organization takes the time to learn more about conservation in an effort to make better energy
and/or water use decisions.
B. My organization expects the City of Fort Collins to lead the way to a clean energy future through
investment in or support of community based solutions such as solar gardens, on-bill financing for
efficiency upgrades, and contractor certification.
C. My organization supports charging more for energy used during peak periods of the day when it
costs more to generate energy.
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Q7. Fort Collins Utilities emphasizes the importance of WATER efficiency and conservation at a level
that is: {ROTATE RESPONSES 1-3}
1 Not enough
2 About right
3 Too much
98 DON’T KNOW
99 REFUSED
Q8. Fort Collins Utilities emphasizes the importance of ENERGY efficiency and conservation at a
level that is: {ROTATE RESPONSES 1-3}
1 Not enough
2 About right
3 Too much
98 DON’T KNOW
99 REFUSED
Q9. Using a 1 to 5 scale where 1 means you are extremely DISSATISFIED and 5 means you are
extremely SATISFIED, please rate Fort Collins Utilities’ overall performance as stewards of water
and energy resources for your community.
[RECORD NUMBER 1-5]
98 DON’T KNOW
99 REFUSED
Q10. [SKIP IF S4 A=2.]Using the same 1 to 5 scale {READ AS NECESSARY: Where 1 means you
are extremely DISSATISFIED and 5 means you are extremely SATISFIED}, please rate Fort Collins
Utilities on each of the following aspects of your ELECTRIC service: [ROTATE A-D, E ALWAYS
LAST]
[RECORD NUMBER 1-5 for each of the following]
98 DON’T KNOW
99 REFUSED
What about…
A. Reliability; few outages or interruptions
B. Power quality: few voltage fluctuations or surges
C. Timeliness of electric service repair and service restoration
D. Price
E. Overall satisfaction with electric service
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Q11. Please rate Fort Collins Utilities on each of the following aspects of your STORM WATER
service using the same 1-5 scale, {READ AS NECESSARY: Where 1 means you are extremely
DISSATISFIED and 5 means you are extremely SATISFIED}: [ROTATE A-D, E ALWAYS LAST]
[RECORD NUMBER 1-5 for each of the following]
98 DON’T KNOW
99 REFUSED
What about…
A. Protection from major floods
B. Protection from local street flooding
C. Protecting and improving urban streams
D. Price
E. Overall satisfaction with Storm Water service
Q12. [SKIP IF S4 B=2.]Please rate Fort Collins Utilities on each of the following aspects of your
WATER service using the same 1-5 scale, {READ AS NECESSARY: Where 1 means you are
extremely DISSATISFIED and 5 means you are extremely SATISFIED}:[ROTATE A-E, F
ALWAYS LAST]
[RECORD NUMBER 1-5 for each of the following]
98 DON’T KNOW
99 REFUSED
What about…
A. Reliability, few water service interruptions
B. Taste of the water
C. Safety of the drinking water
D. Quality of the water: pure and clean
E. Price
F. Overall satisfaction with Water service
Q13. [SKIP IF S4 C=2.]Please rate Fort Collins Utilities on each of the following aspects of your
WASTEWATER or SEWER SERVICE on the same 1-5 scale, {READ AS NECESSARY: Where 1
means you are extremely DISSATISFIED and 5 means you are extremely SATISFIED}: [ROTATE
A-C, D ALWAYS LAST]
[RECORD NUMBER 1-5 for each of the following]
98 DON’T KNOW
99 REFUSED
What about…
A. Reliability, few backups caused by the utility
B. Controlling odors at wastewater treatment facilities
C. Price
D. Overall satisfaction with Wastewater service
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Q14. Previously, I asked you how important a variety of factors would be if you could choose your own
utility provider. Now, please rate Fort Collins Utilities for their performance on each of the following,
using the same 1 – 5 satisfaction scale [READ AS NECESSARY: Where 1 means you are extremely
DISSATISFIED and 5 means you are extremely SATISFIED; REPEAT SCALE AS NECESSARY;
ROTATE A-X, Y ALWAYS LAST]
[RECORD NUMBER 1-5 for each of the following]
98 DON’T KNOW
99 REFUSED
A. The courteousness of customer service
B. The helpfulness of customer service
C. Informing you about repairs and maintenance and when issues are resolved
D. Contributions to the community
E. Connecting your phone call to the right person quickly
F. Accuracy of answering billing questions
G. Reliability of services (number of interruptions)
H. Opportunities to participate in conservation programs
I. The overall management of the utility
J. Controlling costs to keep rates competitive
K. Trustworthiness
L. Environmental stewardship, including offering energy efficiency, water conservation and
renewable energy (e.g., wind) programs
M. Quality electric and water service
N. Accuracy of bills
O. The quality of electric and water service.
P. Convenience of bill payment options, including in-person locations and online
Q. The value of services for the money you pay
R. The level of security used to protect the utility’s infrastructure, such as power lines, pipes, etc.
S. Information and tools provided to help you manage your use and costs
T. Technology tools, similar to those used by banks, cell phone or cable companies
U. Online security provided to protect your personal and financial data
V. Practices used to reduce the utility’s carbon footprint
W. Availability of rate plans that encourage conservation and/or energy use at off-peak times of day
X. Employee knowledge
Y. Overall satisfaction with Fort Collins Utilities
Our last questions are about you and your organization/business. All of your responses to this survey
are completely confidential and will be reported in a group form only.
Q15. How many employees of your organization work at this facility?
1 1-5
2 6-10
3 11-19
4 20-99
5 100-499
6 500 or more
98 DON’T KNOW
99 REFUSED
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Q16. How long has your company been at its current location?
1 Less than 1 year
2 1-2 Years
3 3-5 Years
4 6-10 Years
5 11-20 Years
6 More than 20 Years
98 DON’T KNOW
99 REFUSED
Q17. What was the last grade in school you had the opportunity to complete?
1 Less than HS degree
2 HS graduate, vocational education
3 Some college
4 College graduate
5 Post graduate degree or study
98 DON’T KNOW
99 REFUSED
Q18. Do you have any other comments you would like to provide regarding Fort Collins Utilities?
1 No
2 Yes [SPECIFY]
That is all of the questions I have for you today. Thanks for your time!
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degree/study
The courteousness of customer service 0% 100% 86% 0% 75% 100% 0% 100% 67% 80%
The helpfulness of customer service 0% 100% 100% 0% 100% 100% 0% 100% 100% 90%
Informing you about repairs and maintenance
and when issues are resolved 0% 50% 100% 0% 75% 100% 0% 83% 100% 80%
Contributions to the community 100% 100% 86% 100% 75% 100% 100% 100% 67% 90%
Connecting your phone call to the right person
quickly 0% 100% 86% 0% 100% 80% 0% 83% 100% 80%
Accuracy of answering billing questions 0% 100% 86% 0% 100% 80% 0% 83% 100% 80%
Reliability of services (number of
interruptions) 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%
Opportunities to participate in conservation
programs 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%
The overall management of the utility 100% 100% 86% 100% 100% 80% 100% 83% 100% 90%
Controlling costs to keep rates competitive 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%
Trustworthiness 100% 100% 86% 100% 100% 80% 100% 83% 100% 90%
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degree/study
Reliability, few water service interruptions 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%
Taste of the water 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%
Safety of the drinking water 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%
Quality of the water: pure and clean 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%
Price 0% 100% 86% 0% 100% 80% 0% 83% 100% 80%
Overall satisfaction with Water service 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%
This question was asked only of those who reported they received water service from Fort Collins Utilities.
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HS
graduate
or less
College
graduate/some
college
Post graduate
degree/study
Fort Collins Utilities' overall performance as
stewards of water and energy resources for your
community 100% 100% 86% 100% 100% 80% 100% 83% 100% 90%
Table 186: Satisfaction with Electric Service by Business Size, Company Location and Respondent Education
Please rate Fort Collins Utilities on each of the
following aspects of your ELECTRIC service
(Percent rating as “5-extremely satisfied” or
“4”):
Number of employees Time in Current Location Education Level
1-19 Overall
20-
99
100 or
more
5 years
or less
6-20
years
More
than 20
years
HS
graduate or
less
College
graduate/some
college
Post graduate
degree/study
Reliability; few outages or interruptions 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%
Power quality: few voltage fluctuations or
surges 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%
Timeliness of electric service repair and service
restoration 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%
Price 100% 100% 80% 100% 100% 75% 100% 80% 100% 88%
Overall satisfaction with electric service 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%
This question was asked only of those who reported they received electric service from Fort Collins Utilities.
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20
years Overall
HS
graduate
or less
College
graduate/some
college
Post
graduate
degree/study Overall
Fort Collins Utilities
emphasizes the importance of
WATER efficiency and
conservation at a level that is:
Not enough 0% 50% 14% 20% 0% 0% 40% 20% 0% 33% 0% 20%
About right 100% 50% 86% 80% 100% 100% 60% 80% 100% 67% 100% 80%
Too much 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0%
Total 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%
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"5-very important" or "4")?
Number of
employees Time in Current Location Education Level
1-19 Overall
20-
99
100 or
more
5 years
or less
6-20
years
More
than 20
years
HS
graduate
or less
College
graduate/some
college
Post graduate
degree/study
Reliable service 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%
Quality of product delivered 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%
Timely repairs and service restoration 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%
Courteous customer service 100% 100% 71% 100% 75% 80% 100% 83% 67% 80%
Helpful customer service 100% 100% 86% 100% 100% 80% 100% 83% 100% 90%
Controlling costs to keep prices as low as possible 100% 50% 86% 100% 100% 60% 100% 67% 100% 80%
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Informing you about repairs and maintenance
and when issues are resolved 70% 73% 72% 68% 75% 66% 70% 71% 71% 71%
Contributions to the community 63% 59% 70% 66% 69% 53% 58% 65% 66% 64%
Connecting your phone call to the right person
quickly 79% 71% 83% 85% 81% 59% 75% 81% 74% 78%
Accuracy of answering billing questions 84% 77% 85% 83% 86% 76% 67% 89% 73% 84%
Reliability of services (number of interruptions) 91% 95% 91% 92% 94% 87% 87% 94% 86% 91%
Opportunities to participate in conservation
programs 66% 72% 60% 70% 71% 50% 71% 69% 61% 66%
The overall management of the utility 83% 85% 85% 88% 82% 76% 70% 88% 83% 84%
Controlling costs to keep rates competitive 62% 45% 66% 62% 65% 50% 59% 64% 51% 61%
Trustworthiness 84% 95% 91% 91% 87% 79% 77% 90% 84% 88%
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Quality of the water: pure and clean 87% 85% 93% 83% 94% 91% 82% 89% 89% 89%
Price 69% 70% 56% 67% 71% 55% 71% 67% 66% 66%
Overall satisfaction with Water service 92% 88% 93% 92% 93% 91% 82% 94% 89% 92%
This question was asked only of those who reported they received water service from Fort Collins Utilities.
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College
graduate/some
college
Post graduate
degree/study
Fort Collins Utilities' overall performance as
stewards of water and energy resources for your
community 77% 72% 74% 81% 79% 54% 65% 77% 76% 73%
Table 173: Satisfaction with Electric Service by Business Size, Company Location and Respondent Education
Please rate Fort Collins Utilities on each of the
following aspects of your ELECTRIC service
(Percent rating as “5-extremely satisfied” or “4”):
Number of
employees Time in Current Location Education Level
1-5 6-10 Overall
11 or
more
5 years
or less
6-20
years
More
than 20
years
HS
graduate or
less
College
graduate/some
college
Post graduate
degree/study
Reliability; few outages or interruptions 90% 91% 94% 89% 93% 91% 100% 90% 89% 90%
Power quality: few voltage fluctuations or surges 89% 89% 88% 87% 96% 80% 89% 87% 88% 87%
Timeliness of electric service repair and service
restoration 78% 85% 81% 85% 76% 75% 83% 78% 79% 77%
Price 58% 47% 59% 65% 53% 41% 55% 55% 60% 56%
Overall satisfaction with electric service 90% 86% 94% 91% 89% 86% 95% 91% 83% 89%
This question was asked only of those who reported they received electric service from Fort Collins Utilities.
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College
graduate/some
college
Post
graduate
degree/study Overall
Fort Collins Utilities
emphasizes the importance of
WATER efficiency and
conservation at a level that is:
Not enough 9% 20% 13% 12% 14% 7% 14% 11% 5% 13% 13% 12%
About right 80% 71% 78% 78% 79% 84% 69% 79% 82% 79% 77% 79%
Too much 11% 9% 10% 10% 8% 10% 17% 10% 14% 9% 10% 10%
Total 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%
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more
5 years
or less
6-20
years
More
than 20
years
HS
graduate
or less
College
graduate/some
college
Post graduate
degree/study
Reliable service 97% 100% 98% 99% 100% 92% 87% 100% 98% 98%
Quality of product delivered 94% 98% 93% 95% 98% 85% 87% 97% 90% 94%
Timely repairs and service restoration 97% 98% 98% 99% 98% 92% 91% 99% 95% 97%
Courteous customer service 93% 93% 91% 90% 95% 95% 91% 93% 90% 92%
Helpful customer service 96% 93% 88% 92% 98% 90% 87% 95% 93% 94%
Controlling costs to keep prices as low as possible 91% 95% 100% 95% 97% 87% 91% 96% 91% 94%
Well managed company 89% 92% 88% 91% 92% 87% 87% 90% 91% 90%
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College
graduate/some
college
Post graduate
degree/study
The courteousness of customer service 89% 87% 89% 90% 85% 88% 88% 89% 88%
The helpfulness of customer service 88% 86% 88% 88% 85% 85% 87% 87% 87%
Informing you about repairs and maintenance and when
issues are resolved 79% 72% 77% 80% 65% 78% 76% 77% 76%
Contributions to the community 75% 67% 76% 77% 63% 73% 72% 75% 73%
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resources for your community 80% 77% 77% 82% 76% 89% 79%
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Addendum 1
329 Survey Services - Miscellaneous Public Opinion Surveys Services
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Addendum 1
329 Survey Services - Miscellaneous Public Opinion Surveys Services
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people won't understand what "infrastructure" is so it'd
be helpful to list out what that includes)
Addendum 1
329 Survey Services - Miscellaneous Public Opinion Surveys Services
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