CRWWD - Customer Survey

RESIDENTIAL CUSTOMER SATISFACTION SURVEY
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Welcome
Welcome to the Clark Regional Wastewater District’s customer satisfaction survey. We are surveying our customers to better understand how we’re doing and learn how we might improve. This survey should take about 3-5 minutes to complete.
Security & Screening
To make sure you’re a customer within District boundaries, please enter your zip code in the field below.
hidden_field
development purposes only
Customer Service
1. I have called or visited the District for help with my account or with a billing question.

YesNo
I was satisfied with the service I received.

Strongly AgreeAgreeNeutral/Not SureDisagreeStrongly Disagree
Could you share why you were not satisfied?
2. I have called or visited the District to get help with maintenance of my sewer or to report a problem with my sewer service.

YesNo
I was satisfied with the service I received.

Strongly AgreeAgreeNeutral/Not SureDisagreeStrongly Disagree
Could you share why you were not satisfied?
3. I receive reliable sewer service without any disruptions, stoppages in service or backups.

Strongly AgreeAgreeNeutral/Not SureDisagreeStrongly Disagree
4. The District is considering adding an online chat feature to the District website to help answer customer questions and find information. I would use this feature on the District’s website.

Strongly AgreeAgreeNeutral/Not SureDisagreeStrongly Disagree
Billing & Payment
5. The District currently bills customers every two months (bi-monthly) for two months of service charges, but monthly billing may be better for some customers. How often would you prefer to be billed for service?

Every two months (bi-monthly): Continue to receive a bill every other monthMonthly: Receive a bill every month
I am willing to pay an additional $0.20 - $0.25 per month to receive my sewer bill on a monthly basis.

Strongly AgreeAgreeNeutral/Not SureDisagreeStrongly Disagree
6. The District is considering creating a mobile app to allow customers to manage their accounts and pay bills from their smartphones. I would use this app.

Strongly AgreeAgreeNeutral/Not SureDisagreeStrongly Disagree
7. The District is considering adding other payment options. If available, I would prefer to pay my residential sewer bill using the following (choose all that apply):

Direct debit/ACHCheckCredit cardMobile payment (e.g. Apple Pay, Google Pay, Venmo, Zelle)*
*Option not available at this time
Rates
8. The District sewer rates are fair and reasonable.

Strongly AgreeAgreeNeutral/Not SureDisagreeStrongly Disagree
9. I am satisfied with the sewer services I receive for my rates.

Strongly AgreeAgreeNeutral/Not SureDisagreeStrongly Disagree
10. The District has the authority to adjust rates for low-income persons. I support the District providing rate assistance to individuals that qualify as (check all that apply):

All those qualifying as low-incomeLow-income people with disabilitiesLow-income veterans
11. The District has been making annual inflationary rate increases of $1-$2 per month to cover the rising costs of goods and services. I understand the need for these small rate increases each year to cover the increasing costs of providing service.

Strongly AgreeAgreeNeutral/Not SureDisagreeStrongly Disagree
Public Information & Outreach
12. The District is considering sharing information through new platforms, including social media (Facebook, X, Instagram, etc.). I would prefer to receive District news and information from the following sources (check all that apply):

NewsletterEmailText messageFacebookInstagramNextDoorX (formerly Twitter)TikTokOther
Please share your preference(s) not listed above.
13. I am interested in receiving more information about the following (select all that apply):

Emerging issues in the wastewater industryDistrict construction projectsOther
Please share your preference(s) not listed above.
14. I would like the District to provide more instructional and "how-to" videos online, along with other helpful information, on the District website.

Strongly AgreeAgreeNeutral/Not SureDisagreeStrongly Disagree
Customer Feedback
15. Do you have any other thoughts you would like to share with the District?
Are you willing to answer optional questions about your demographics?

YesNo
Customer Demographics
The following questions are optional and will help us understand who we are hearing from and whether the customers we are reaching are representative of the wide range of people in the community. The identity of individuals is kept confidential. The results are reported as totals only and will be used solely to help improve customer engagement.
16. What is your age?

17 and under18-24 years old25-34 years old35-44 years old45-54 years old55-64 years old65 and overPrefer not to answer
17. Languages spoken or signed at home: (Select all that apply)

American Sign LanguageCantoneseChuukeseEnglishMandarinNepaliRomanianRussianSomaliSpanishUkrainianVietnameseOtherPrefer not to answer
If not listed above, please share the language(s) here.
Should be Empty:

RESIDENTIAL CUSTOMER SATISFACTION SURVEY

Welcome

Security & Screening

Customer Service

Billing & Payment

Rates

Public Information & Outreach

Customer Feedback

Customer Demographics