COUNTY News:

The Los Alamos Department of Public Utilities (DPU) is kicking off 2024 with its annual Voice of the Customer Survey to measure customer satisfaction and engagement in areas like quality, reliability and service.

“While we recognize that everyone’s time is valuable, we encourage our customers to take a moment to complete this annual survey so that we can use the results to better serve this community,” Utility Manager Philo Shelton said. “Good or bad, we want to know how folks feel about the necessary services we provide.”

The Voice of the Customer is being conducted by GreatBlue Research via internet and telephone. It will be sent to a randomly selected group of utility account holders first by email and later by phone.

The survey supports a goal set for the department by its governing Board of Public Utilities—to be a customer service-oriented organization that is communicative, efficient, and transparent. Each year, the results are utilized to help DPU’s managers pinpoint areas to focus on for improvement. The results are also compared against utility industry benchmarks. Additionally, GreatBlue will provide recommendations to DPU for improvement of overall service to customers.

DPU runs a year-round transactional survey as well which gathers feedback on specific business interactions. That survey is provided to customers who have had recent contact with DPU and Customer Care Center staff. The Voice of the Customer Survey is broader in scope and targets multiple aspects of DPU as a utility service provider.

The Voice of the Customer survey will be conducted online Jan. 9 through Jan. 30, and then by phone Jan. 31 through Feb. 7.

DPU’s transactional survey is conducted on an ongoing basis at the URL https://ladpu.com/123 with data collected and summarized twice a year.