Customer Service
Our primary focus in customer service is the Water in Basement (WIB) program, as this program ensures our customers receive prompt service in emergency situations. We actively ask program participants to evaluate the assistance they received, and we measure our performance in terms of speed and quality of response to our customers.
The figure below summarizes our 2009 customer service performance for the WIB program.
Customer Service Performancea for the Water in Basement
(WIB)b Program
Performance Indicator | 2009 Baseline Performance | Target Performance |
---|---|---|
Customer satisfied with the WIB program | 88 percent | Maintain or improve upon 2009 baseline performance |
Customers are satisfied that the Customer Service Investigation Team investigates the sewer backup within a reasonable time | 93 percent | |
Customers feel that the Investigation Team was respectful | 91 percent | |
Customers felt that the informational materials they were given were clear and easy to understand | 90 percent |
- Customer service performance data is based on a survey that was issued to all 417 customers who were serviced in 2009. There were 105 survey respondents, a generally favorable response rate to this type of survey. This survey is not related to separate and different Consent Decree requirements.
- The WIB program is soon to be renamed the Sewer Backup program.
WIB Program 2009 Facts
- In 2009, MSD received 4,806 calls about sewer backup issues.
- The program cleaned up more than 278 properties and installed sewer backup prevention equipment on about 22 properties to prevent chronic backups.
- The program cost about $3,874,110 to operate. Additional monies were spent on capital improvements to correct sewer backup issues.