CWLP Announces Results of 2024 Customer Satisfaction Survey

Springfield, Illinois –City Water, Light, and Power (CWLP) is proud to announce the findings of its 2024 Customer Satisfaction Survey conducted in partnership with the University of Illinois Springfield’s Center for State Policy and Leadership. With over 1,200 residential customers responding, the results reflect high overall satisfaction and provide valuable insights for the planning and expansion of future CWLP’s services and programs.
According to the survey, 85% of respondents are satisfied with CWLP, with ratings consistent across all regions of Springfield. Over two-thirds, 69%, positively evaluated the quality of electric and water service compared to the price, and 75% valued CWLP’s role as a municipal utility. When asked to choose a top priority for CWLP to receive “very satisfied” ratings, over half of the respondents, 54%, chose affordability, and 34% chose reliable energy and high quality water. 
                “We’re very happy to get high satisfaction ratings from our customers for services we provide and that the priorities we have at the top of our list are also on theirs when it comes to offering value in high quality services, reliability and overall affordability,” said CWLP Chief Utility Engineer, Doug Brown. “More importantly for planning, this survey gives us important feedback on where we need to improve and what new programs or service offerings we should have to meet more of our customers’ goals.”
Survey respondents indicated how they rated satisfaction of CWLP among certain characteristics. Those with the highest ratings noted as either satisfied or very satisfied were: Providing Reliable Energy at 86%; Restoring Power After a Storm at 83%; Providing High Quality Water at 78%; Providing Easy To Understand Bills 77%; and Being Trustworthy at 73%.
                For CWLP electronic/website features, highest preference ratings were given to Receiving Notifications About Power Outages, Reporting and Tracking Power Outages, Paying Bill Online and Viewing Historical Energy Usage Online. 
Relating specifically to programs and services, respondents put high priority on CWLP offering reduced energy rates for certain times of the day, energy assistance programs for customers in hardship, level payment plans and home energy audits.  
                On a question about water service, respondents put the highest importance on CWLP focusing on Water Quality, Water Reliability and Water Costs.
 

Key Highlights Summary:

• Affordability is Key: Over half of respondents (54%) believe CWLP’s primary focus should be on keeping rates affordable to maintain satisfaction.
• Trustworthiness: Customers rated CWLP’s trustworthiness highly, with an average score of 4.06 out of 5.
• Technology and Communication Needs: Many customers (60%) expressed interest in receiving notifications about power outages, while 55% want a feature to report and track outages online.
• Water Priorities: Water quality, reliability and cost are top priorities, which is consistent from results in the previous 2016 survey. Concern for water cost increased since the 2016 survey and concern for an additional water supply to withstand a drought went down since the last survey.
• Interest in New Programs: Half of respondents (50%) support reduced energy rates for specific times of the day, and 54% are open to participating in programs for energy management, which would allow CWLP to control smart thermostats during peak energy events, especially if incentives are offered.
• Energy Services- Efficiency Program Use: Only 26% of respondents were aware of CWLP’s energy efficiency and water conservation programs, but nearly twice as many CWLP customers reported using technical assistance from the office in 2024 (34%) compared to 2016 (20%).
• Sustainability: When it comes to offering customers resources to manage energy costs, 73% rate that priority as very important or important for a utility to offer.