French Creek Water Community CSM

French Creek Water Community CSM

Draft Report December 2013

EPCOR Water (West) Inc. 2015-2017 Revenue Requirement and Rates Application

December 19, 2014 Appendix C Page 1 of 54

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French Creek Water Community CSM

Draft Report December 2013





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• The main objective of this research is to assess customer satisfaction with EPCOR as the water services provider in French Creek, BC

• The specific objectives include determining…

• EPCOR’s reputation in French Creek, and understanding what drives reputation;

• Awareness of EPCOR as the water services supplier;

• Satisfaction with the water services supplier on key service elements;

• Perceptions of the water services supplier;

• Drinking water habits; and

• Media exposure to EPCOR

Objectives





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• This report analyzes 173 interviews with residents of French Creek, BC in EPCOR’s service area. These residents are referred to as “French Creek residents” or “residents” throughout this report.

• Telephone survey between October 22nd and November 3rd, 2013; additional interviews completed November 26th to December 4th.

Data Collection

• Residents of French Creek who are the head or joint head of household, within EPCOR’s service area

• Those currently working in market research, news media, public relations or advertising, or for EPCOR or water services were excluded from the survey

Target Respondents

• Data were weighted based on the census division of Nanaimo to ensure representativeness.

• Margin of error for a sample of 173 is ± 7.5% at the 95% interval.

Statistical Reliability



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• The questionnaire was developed in consultation with EPCOR.

• Where possible, results are tracked against previous waves of research. Tracking should be interpreted with caution, due to…

• Changes in question or parameter wording since the previous iteration of the survey (noted throughout report)

• Note: For questions 10 and 11 (contact with EPCOR and most recent contact with EPCOR), respondents were asked about their contact in the previous 12 months, while in 2007, they were asked about their contact in the previous 8 months. Interpret tracking results with caution.

Analysis





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EXECUTIVE SUMMARY

Reputation

EPCOR’s reputation score in its service area of French Creek (43) ranks third among other companies in its service area, following West Jet (78) and just below Fortis (44).

There is opportunity to increase this score by raising EPCOR’s profile in the community. A substantial proportion of customers do not have an opinion of EPCOR, either because they don’t know enough about the company (20%) or don’t know the company at all (15%).

Awareness of EPCOR as Water Service Supplier

Two-thirds of French Creek residents are aware EPCOR is responsible for supplying their tap water. At least half (range of 51%-69%) of French Creek residents are aware EPCOR supplies their tap water,

treats their drinking water, and reads their meter.



10

EXECUTIVE SUMMARY

Satisfaction

…overall with water services supplier A high majority of residents (89%) are satisfied overall with EPCOR as their water supplier, with over

half (51%) who are very satisfied, consistent with the baseline in 2007. …with tap water quality Over four-in-five (83%) residents are satisfied with each aspect of their tap water quality. Satisfaction (4,5,6,7) has increased for all aspects of quality, with the exception of odour and overall

quality; Strong satisfaction (6,7) has increased for all aspects of quality, compared to 2007. One-in-five residents is dissatisfied (1,2,3) with the taste of their tap water, and about one-in-six are

dissatisfied with the odour, highlighting areas for improvement. Younger residents (18-54) tend to be more satisfied overall with all aspects of water quality. … with key service components With one exception, over half of residents are satisfied with key service components. Resolving

complaints receives fairly low agreement comparatively (37% agree), attributable to a high proportion of customers who are unable to provide a rating.

Overall satisfaction for all measures with tracking available is consistent with 2007 for all parameters with the exception of EPCOR providing information to help manage / conserve water, which has increased in 2013.

… with most recent contact Most (78%) residents who contacted EPCOR are satisfied with their most recent contact, consistent

with 2007 results.



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At least half of residents agree with all positive statements about EPCOR, with the exception of “actively supports the community.”

Agreement with all parameters, with the exception of “always there when needed” has decreased slightly in 2013.

Perceptions of Supplier

Awareness of Government Standards

Over three-quarters of residents are aware that EPCOR is required by to meet government standards for the safety and the appearance of tap water; just over half are aware of standards for odour.

EXECUTIVE SUMMARY

Three-in-five (60%) French Creek residents use a water filter / distiller / purifier for their drinking water, consistent with 2007.

The proportion of residents who drink only tap water has significantly increased since 2007, and the proportion drinking only bottled water has significantly decreased.

Home Water Drinking Practices

Media Recall and Sentiment

One-in-five (21%) French Creek residents recall seeing / hearing / reading information about EPCOR in the past few months, with the greatest proportions recalling that the information was something in the newsletter (23%), and about rate increases (17%). Nearly two-thirds (63%) feel the information they encountered was neutral.





REPUTATION



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REPUTATION INDEX (SERVICE AREA ONLY)

Q1. I will read a list of companies to you. Thinking about your overall impression of each company, and taking everything into account, do you have a … of Q2. IF DON’T KNOW TO ANY in Q1] Are you unable to rate your opinion of [COMPANY] because you …

4%

8%

11%

15%

31%

31%

4%

2%

3%

82%

52%

54%

49%

56%

52%

14%

10%

8%

WestJet

Fortis

EPCOR

Royal Bank

BC Hydro

TELUS

Vancity Savings

Wind Mobile

Corix

Bad opinion Good opinion Reputation Index*

78

Don’t know enough

Don’t know at all

Base: French Creek residents (n=173) *Reputation index = % good opinion - % bad opinion, rounded to the nearest whole number, may differ by 1% due to rounding

Note: New question in 2013

44

43

35

25

22

9

8

5

9% 5%

18% 21%

20% 15%

26% 10%

7% 6%

15% 3%

39% 43%

35% 53%

32% 57%



AWARENESS OF EPCOR



16

UNAIDED AWARENESS: WATER SERVICES SUPPLIER

Note: Slight change in question wording in 2013. Tracking data is not available.

Q3. To the best of your knowledge, who is responsible for the supply of tap water to your home?

French Creek residents 2013

(n=173)

EPCOR 67%

City of Parksville 17%

Regional District of Nanaimo 4%

Other 9%

Don't Know / Not sure 2%



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AIDED AWARENESS OF EPCOR WATER SERVICES

French Creek Residents 2013

(n=173)

Supplying your tap water 69%

Treating your drinking water 60%

Reading your meter 51%

Treating your wastewater 17%

Drainage services 10%

Note: Slight change in wording in 2013.Tracking data is not available.

Q4. I will read a list of water services. For each one, please tell me yes or no if EPCOR is responsible for providing this service in your area. To the best of your knowledge, is EPCOR responsible for …

= correct mention



SATISFACTION



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OVERALL SATISFACTION WITH WATER SERVICES SUPPLIER

9%

14%

38%

42%

51%

42%

89%

84%

2013 (n=173)

2007 (n=188)

Not satisfied (1,2,3) Moderately satisfied (4,5) Very satisfied (6,7)

Q5. Please think about the supplier of water services to your home. How would you rate your OVERALL satisfaction with your water service supplier, using a seven point scale where 1 means NOT SATISFIED AT ALL, 4 means SATISFIED and 7 means COMPLETELY SATISFIED.



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REASONS FOR BEING VERY SATISFIED (6,7 RATING)

Q6. What is the main reason that you gave this rating?

Residents who are very satisfied (6,7 rating) with their water services supplier 2013

(n=78)

POSITIVE MENTIONS (NET) 95%

Satisfied/no complaints/good service(general)/no problems 44%

Water quality (NET) 22%

Good quality (general)/Safe drinking water/consistent quality/water quality overall has improved 10%

Clear clean water/clarity has improved (no longer brown) 10%

Taste/taste has improved (now drinkable) 3%

No odor/no longer an odor 2%

Reliable water service/no disruptions/good management of water shortages 30%

Communicating with public/media/EPCOR has good public relations/Answer questions 2%

Cost is reasonable 1%

Increased awareness of water consumption and wastage 1%

Satisfactory billing 1%

Good water monitoring/ water treatment 1%

NEGATIVE MENTIONS (NET) 17%


Too much chlorine in water/fluctuating chlorine levels/too many chemicals in water 14%

Treatment poor/impurities and toxins in water/white film/residue on water/too much calcium in water, water toxic

1%

Poor taste / Don't drink tap water because of poor quality 1%

Cost of water services 1%

No reason 2%



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REASONS FOR BEING MODERATELY SATISFIED (4,5 RATING)


Residents who are moderately satisfied (4,5 rating) with their water services supplier 2013

(n=72)

NEGATIVE MENTIONS (NET) 66%


Poor water quality/poor color/unclear/inconsistent quality/unsafe drinking water/quality changes based on weather or sea

13%

Too much chlorine in water/fluctuating chlorine levels/too many chemicals in water 9%

Poor taste / Don't drink tap water because of poor quality 9%

Hard water/too much mineral content 8%

Odor is bad 1%

Poor water pressure 1%

Cost of water services 26%

More readings less estimates for bills 4%

Decline in infrastructure 1%

Recent water problems 1%

Lack of information about EPCOR 1%

POSITIVE MENTIONS (NET) 19%

Satisfied/no complaints/good service(general)/no problems 12%


Good quality (general)/Safe drinking water/consistent quality/water quality overall has improved 5%

No odor/no longer an odor 1%

Reliable water service/no disruptions/good management of water shortages 1%

Helpful staff 1%

Always room for improvement 7%

Water temperature poor 1%

Against privatization/new supplier 2%

Other 5%

No reason 3%

Refused 1%

Don't know 2%



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REASONS FOR BEING DISSATISFIED (1,2,3 RATING)

Residents who are dissatisfied (1,2,3 rating) with their water services supplier 2013

(n=20)*

NEGATIVE MENTIONS (NET) 89% (14)

Water quality (NET) 65% (10)

Too much chlorine in water/fluctuating chlorine levels/too many chemicals in water 34% (5)

Poor water quality/poor color/unclear/inconsistent quality/unsafe drinking water/quality changes based on weather or sea

7% (1)

Poor taste / Don't drink tap water because of poor quality 15% (2)

Poor water pressure 4% (1)

Hard water/too much mineral content 4% (1)

Cost of water services 28% (4)

Poor customer service (general) 4% (1)

Against privatization/new supplier 4% (1)

Other 4% (1)

No reason 6% (1)

*Caution to be used in interpretation due to small sample size




WATER QUALITY



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SATISFACTION WITH TAP WATER QUALITY

Base: French Creek residents (n=173) Note: Slight wording change in question from “in French Creek” to “in your home” in 2013.

Q7. We would now like you to rate various attributes of tap water in your home. Using a 1 to 7 scale where 1 means NOT SATISFIED AT ALL, 4 means SATISFIED and 7 means COMPLETELY SATISFIED, how would you rate your tap water on…?

14%

-3%

8%

14%

21%

30%

24%

16%

19%

25%

53%

71%

69%

62%

49%

83%

94%

85%

81%

74%

Not satisfied (1,2,3 rating) Moderately satisfied (4,5 rating) Very satisfied (6,7 rating)

Overall quality

Clarity

Being safe to drink

Odour

Taste



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SATISFACTION WITH TAP WATER QUALITY (TRACKING)

31%

53%

76%

83%

2007 (n=188) 2013 (n=173)

Overall Quality

Very Satisfied (6,7 rating) Satisfied (4,5,6,7 rating)

Note: Slight wording change in question from “in French Creek” to “in your home” in 2013. Q7. We would now like you to rate various attributes of tap water in your home. Using a 1 to 7 scale where 1 means NOT SATISFIED AT ALL, 4 means SATISFIED and 7 means COMPLETELY SATISFIED, how would you rate your tap water on…?



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SATISFACTION WITH TAP WATER QUALITY (TRACKING)

50%

69%

75% 85%

2007 (n=188) 2013 (n=173)

Safe to Drink


Note: Slight wording change in question from “in French Creek” to “in your home” in 2013.

Q7. We would now like you to rate various attributes of tap water in your home. Using a 1 to 7 scale where 1 means NOT SATISFIED AT ALL, 4 means SATISFIED and 7 means COMPLETELY SATISFIED, how would you rate your tap water on…?

30%

49%

63% 74%

2007 (n=188) 2013 (n=173)

Taste


44%

62%

77% 81%

2007 (n=188) 2013 (n=173)

Odour


50%

71%

83% 94%

2007 (n=188) 2013 (n=173)

Clarity




KEY SERVICE COMPONENTS



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SATISFACTION WITH KEY SERVICE COMPONENTS

Base: French Creek residents (n=173)

1%

13%

3%

15%

7%

6%

22%

38%

27%

35%

28%

14%

72%

40%

50%

38%

33%

23%

94%

78%

77%

72%

61%

37%

Not satisfied (1,2,3 rating) Moderately satisfied (4,5 rating) Very satisfied (6,7 rating)

Reliable/consistent water service

Info to help manage/conserve water

Operating efficiently

Billing

Outstanding customer service

Resolving complaints

Q8. Now, I would like you to tell me how well you think your water service supplier performs on each of the following service elements. Using a 1 to 7 scale where 1 means NOT SATISFIED AT ALL, 4 means SATISFIED, and 7 means COMPLETELY SATISFIED, how would you rate your water service supplier’s performance in regard to…?



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SATISFACTION WITH KEY SERVICE COMPONENTS (TRACKING)

34% 40%

68% 78%

2007 (n=188) 2013 (n=173)

Info to Help Manage/Conserve Water*


*Note: change in wording in 2013, interpret with caution

Q8. Now, I would like you to tell me how well you think your water service supplier performs on each of the following service elements. Using a 1 to 7 scale where 1 means NOT SATISFIED AT ALL, 4 means SATISFIED and 7 means COMPLETELY SATISFIED, how would you rate your water service supplier's performance in regard to...?

60% 72%

92% 94%

2007 (n=188) 2013 (n=173)

Reliable/Consistent Water Service


38% 33%

69% 61%

2007 (n=188) 2013 (n=173)

Outstanding Customer Service


52% 50%

82% 77%

2007 (n=188) 2013 (n=173)

Operating Efficiently




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23%

37%

2013 (n=173)

Resolving Complaints*


*Note: tracking data not available due to change in wording in 2013 **New question in 2013

Q8. Now, I would like you to tell me how well you think your water service supplier performs on each of the following service elements. Using a 1 to 7 scale where 1 means NOT SATISFIED AT ALL, 4 means SATISFIED and 7 means COMPLETELY SATISFIED, how would you rate your water service supplier's performance in regard to...?

38%

72%

2013 (n=173)

Billing**




PERCEPTIONS OF WATER SERVICE SUPPLIER



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PERCEPTIONS OF WATER SERVICE SUPPLIER

Base: French Creek residents (n=173) Note: Change in question wording in 2013 from tap water supplier to water service supplier

Q9. I'm going to read a few statements that might describe your water service supplier. I'd like you to tell me to what extent you agree or disagree with each statement using a 1 to 7 scale where 1 means you DO NOT AGREE AT ALL, 4 means AGREE and 7 means you COMPLETELY AGREE.

3%

13%

18%

5%

8%

23%

35%

37%

29%

18%

31%

22%

40%

30%

36%

36%

22%

19%

75%

67%

65%

54%

53%

40%

Do not agree (1,2,3 rating) Moderately agree (4,5 rating) Strongly agree (6,7 rating)

Always there when needed

Cares about its customers

An organization I trust

Environmentally responsible

Well managed organization

Actively supports community



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28% 22%

65% 53%

2007 (n=188) 2013 (n=173)

Well Managed Organization

Strongly agree (6,7 rating) Agree (4,5,6,7 rating)

*Note: change in wording in 2013, interpret with caution


32% 30%

68% 67%

2007 (n=188) 2013 (n=173)

Cares About Its Customers


27% 36%

63% 54%

2007 (n=188) 2013 (n=173)

Environmentally Responsible


37% 40%

70% 75%

2007 (n=188) 2013 (n=173)

Always There When Needed




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18% 19%

47% 40%

2007 (n=188) 2013 (n=173)

Actively Supports Community



31% 36%

70% 65%

2007 (n=188) 2013 (n=173)

An Organization I Trust




MOST RECENT CONTACT



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SATISFACTION WITH MOST RECENT CONTACT

22%

16%

29%

20%

50%

59%

78%

80%

2013 (n=31)

2007 (n=49)

Not satisfied (1,2,3) Moderately satisfied (4,5) Very satisfied (6,7)

Base: French Creek customers who have had contact with EPCOR in the past 12 months Note: In 2007, respondent was asked whether they had contacted EPCOR in past 8 months

Q11. Please think about your MOST RECENT contact with your water service supplier. How would you rate your OVERALL satisfaction with this MOST RECENT contact on the seven point scale where 1 means NOT SATISFIED AT ALL, 4 means SATISFIED and 7 means COMPLETELY SATISFIED?



WATER SAFETY AND STANDARDS



38

8%

10%

30%

46%

38%

49%

54%

36%

51%

86%

83%

55%

50%

49%

39%

33%

33%

30%

Lead

Arsenic

Iron

Chlorine

Sodium

Calcium

Fluoride

Manganese

Potassium

Not a concern A concern

CONCERN WITH ELEMENTS IN TAP WATER

Base: French Creek residents (n=173) Note: New question in 2013

Q12. I will read a list of elements that may or may not be present in tap water. For each element I read to you, please tell me if having this in your tap water is …

Residents are most concerned with having lead and arsenic in their tap water.



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AWARENESS OF GOVERNMENT STANDARDS

85%

75%

55%

Safety of tap water

Appearance of tap water

Odour of tap water

Base: French Creek residents (n=173) Note: New question in 2013

Q12. As far as you are aware, is your water service supplier required by the government to meet standards for … [RANDOMIZE]



DRINKING WATER HABITS



41

HOME WATER DRINKING PRACTICES

Use Water Filter / Distiller / Purifier for Drinking Water

Water Drinking Habits

64%

39%

17%

30%

14%

29%

5%

2%

2013 (n=173)

2007 (n=188)

2013 (n=173)

2007 (n=188)

2013 (n=173)

2007 (n=188)

2013 (n=173)

2007 (n=188)

Base: French Creek residents

Q14. At home, do you use any device to filter, distil or purify the tap water used for drinking? Q15. In your home, do you YOURSELF ...

Drink only tap water

Drink tap and bottled water

Drink only bottled water

Do not drink water at home

60%

53%

2013 (n=173)

2007 (n=188)



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REASONS FOR DRINKING ONLY TAP WATER

French Creek residents who drink only tap water at home 2013

(n=107)

It's cheaper / It's more affordable 20%

I don't believe in bottled water 14%

Good quality 13%

I filter the water 13%

There's no difference between bottled and tap 12%

It's safe 8%

It tastes good / Tastes better 6%

Have no problems with it / Satisfied 5%

Tap water is better than bottled 5%

Bottled water is not good for the environment 4%

It's clean / clear 2%

Convenience 2%

I like it 2%

Other 2%

Q16. For what reasons do you

*Mentions less than 2% are not included



43

REASONS FOR DRINKING TAP AND BOTTLED WATER

French Creek residents who drink tap and bottled water at home 2013

(n=32)

Convenience 37% (10)

I use bottled water on the go and tap water at home 16% (4)

I filter the water 14% (4)

It tastes good / tastes better 12% (3)

I prefer my water to be colder 12% (3)

I don’t like the chlorine / chemicals in the water 5% (1)

It’s safe 2% (1)

Other 9% (2)

No reason 2% (1)




44

REASONS FOR DRINKING ONLY BOTTLED WATER

French Creek residents who drink only bottled water at home 2013

(n=23)*

Don't like the taste 26% (6)

I don't like the chlorine / chemicals in the water 23% (5)

It tastes good / Tastes better 18% (4)

I prefer my water to be colder 15% (3)

Don't trust quality 10% (2)

It's available 6% (1)

It's safe 3% (1)

I like it 3% (1)


I use bottled water on the go and tap water at home 3% (1)





45

REASONS FOR NOT DRINKING WATER AT HOME

French Creek residents who do not drink water at home 2013

(n=11)*

I don't like it 31% (3)


I use well water 13% (1)

Don't like the taste 6% (1)

I don't like the chlorine / chemicals in the water 6% (1)

Don't trust quality 6% (1)

Other 7% (1)

Don't know / Refused 7% (1)





ADDITIONAL COMMENTS



47

ADDITIONAL COMMENTS ABOUT WATER SERVICES

French Creek residents 2013

(n=173)

Cost is too high 6%

Need better filtration system 5%

Lack of water supply / Too many restrictions 4%

Don't want chlorine / chemicals in my water 3%

No problems / Satisfied / It's good 2%

Concerned about ownership 2%

Other 4%

No / Nothing / No comments 5%

Don't know 71%

Q17. Do you have any additional comments about water services in your area that you would like to provide? [OPEN END]

*Less than 1% of mentions Note: Slight change in wording in 2013



MEDIA EXPOSURE



49

Yes 21%

No 72%

Don't know

7%

Recall Reading / Seeing / Hearing EPCOR Information -past few months-

MEDIA RECALL

French Creek residents who recall seeing/hearing/reading EPCOR information in the past few months

2013 (n=38)

Newsletter / Something in the newsletter 23%

Rate increases 17%

Conservation program 6%

New wells 5%

New plant / Building a new treatment plant 5%

Capital work in the community 4%

Community events 4%

Adding chlorine to the water 2%

Other 15%

Don't know / Don't recall 32%

Nature of Information

Q18. Have you read, seen or heard anything about EPCOR specifically, in the past few months? Q19. What was the nature of what you read, saw or heard about EPCOR?

Note: New questions in 2013

Most residents (63%) who recall seeing/reading/hearing information anything about EPCOR felt the information was neutral.

Base: French Creek Residents (n=173)





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French Creek Residents (n=173)

Age

18 to 24 years old 5%

25-29 -

30-34 12%

35-39 4%

40-44 4%

45-49 8%

50-54 13%

55 years old and over 53%

Refused 1%

Gender

Male 52%

Female 48%

Tenure in French Creek

Less than 6 months 6%

6 months to 1 year 2%

1 year to less than 2 years 3%

2 years to less than 5 years 17%




20 years or longer 14%

Refuse 3%

French Creek Residents (n=173)

Children in Household

Yes 26%

No 74%

Occupation

Retired 52%

Employed full-time 22%

Employed part-time 8%

A homemaker 9%

Student 1%

Unemployed 3%

Self-employed 2%

Disability 1%

Refused 1%

Q21. In which age category do you belong? Please stop me when I reach the correct one. D1. RECORD GENDER Q22. How long have you lived in French Creek? Q24. Are there any children in your household? Q25. Are you…





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