LIHUE — Kauai Island Utility Cooperative is rolling out a short, new telephone survey to gauge customers’ overall satisfaction with the quality of service they receive from the cooperative.
The survey is designed to take about five minutes. It’s shorter than a more detailed survey KIUC typically conducts every other year.
“We’re experimenting with doing a shorter, more frequent survey as opposed to the longer biennial surveys we’ve been doing since 2003,” KIUC spokesman Jim Kelly said. “This one should take about five minutes compared with the longer one that can take almost 20 minutes.
“We wanted to do one now because we’re going to start rolling out some new customer service features later this year and want to have a baseline for comparison.”
Interviewers will be randomly calling landline and cellphone numbers on Kauai starting Monday. The survey is expected to be completed within 14 days.
Participants will be asked to rate on a scale of one to five things like KIUC’s performance pertaining to resolving customer issues quickly, Kelly said.
“These are the same questions we’ve asked in previous surveys so we can track areas where we’re doing well and where we need improvement,” Kelly said.
Responses to the survey are anonymous and are used to help KIUC improve service and address concerns expressed by members.
KIUC hired Ward Research of Honolulu to conduct the survey.
Kelly declined to say how much money KIUC is paying Ward Research for the project because publicizing that information could put the cooperative at a disadvantage when negotiating with other market research firms in the future.