Revised 10/2021 5/16/2022 11:04 AM
For information regarding this Agenda please contact:
Olivia Nashed
City Clerk
Telephone: (209) 333-6702
A. Call to Order / Roll Call
B. Topics
B-1 2022 Customer Satisfaction Survey Presentation (EU)
C. Comments by Public on Non-Agenda Items
THE TIME ALLOWED PER NON -AGENDA ITEM FOR COMMENTS MADE BY THE PUBLIC IS LIMITED TO FIVE MINUTES.
Public comment may only be made on matters within the Lodi City Council's jurisdiction (Government Code Section 54954.3, Lodi City Council Protocol Manual Section 6.3l). The Council cannot take action or deliberate on items that are not on this agenda unless there is an emergency and the need t o take action on that emergency arose after this agenda was posted (Government Code Section 54954.2(b)(2)). All other items may only be referred for review to staff or placement on a future Council agenda.
If you wish to address the Council, please refer to the Notice at the beginning of this agenda. Individuals are limited to one appearance during this section of the Agenda.
D. Adjournment
Pursuant to Section 54954.2(a) of the Government Code of the State of California, this agenda was posted at least 72 hours in advance of the scheduled meeting at a public place freely accessible to the public 24 hours a day.
______________________________
Olivia Nashed
City Clerk
LODI CITY COUNCIL
Carnegie Forum
305 West Pine Street, Lodi
Notice Regarding Public Comments
Public Comment may be submitted in the following ways:
• In-person – The Carnegie Forum is open to the public in accordance with CDPH and CalOSHA guidelines.
• Zoom Webinar
Meeting ID: 872 2014 2274
Passcode: 401448
Phone number: +1 720 07 2699 or +1 253 215 8782
Link:
https://us06web.zoom.us/j/87220142274?pwd=dzYySXc2bTkvZ0ZFdlpMTkRZdW9XZz09 • Email – [email protected]
Received no later than 4:30 p.m. on the business day prior to the meeting. • Mail – City Clerk’s Office, P.O. Box 3006, Lodi, CA 95241 • Hand delivered to: City Clerk’s Office, 221 W. Pine Street, Lodi, CA 95240
AGENDA – Shirtsleeve Session
Date: May 24, 2022
Time: 7:00 a.m.
All staff reports or other written documentation relating to each item of business referred to on the agenda are on file in the Office of the City Clerk, located at 221 W. Pine Street, Lodi, and are available for public inspection. Agendas and staff reports are also posted on the City’s website at www.lodi.gov . If requested, the agenda shall be made available in appropriate alternative formats to persons with a disability, as required by Section 202 of the Americans with Disabilities Act of 1990 (42 U.S.C. Sec. 12132), and the federal rules and regulations adopted in implementation thereof. To make a request for disability-related modification or accommodation contact the City Clerk’s Office as soon as possible and at leas t 72 hours prior to the meeting date. Language interpreter requests must be received at least 72 hours in advance of the meeting to help ensure availability. Contact Olivia Nashed at (209) 333- 6702. Solicitudes de interpretación de idiomas deben ser recibi das por lo menos con 72 horas de anticipación a la reunión para ayudar a asegurar la disponibilidad. Llame a Olivia Nashed (209) 333-6702.
Meetings of the Lodi City Council are telecast on SJTV, Channel 26. The City of Lodi provides live and archived webcasts of regular City Council meetings. The webcasts can be found on the City's website at www.lodi.gov by clicking the meeting webcasts link.
Members of the public may view and listen to the open session of this teleconference meeting at www.facebook.com/CityofLodi/ or https://us06web.zoom.us/j/87220142274?pwd=dzYySXc2bTkvZ0ZFdlpMTkRZdW9XZz09.
AGENDA ITEM B-01
COUNCIL COMMUNICATION
APPR
OVED: ________________________________
Stephen Schwabauer, City Manager
AGENDA TITLE: 2022 Customer Satisfaction Survey Presentation MEETING DATE: May 24, 2022
PREPARED BY: Business Development Manager
RECOMMENDED ACTION: Receive presentation of 2022 customer satisfaction survey by Great Blue Research.
BACKGROUND INFORMATION: Great Blue Research was first authorized to conduct a baseline customer satisfaction survey for Lodi Electric Utility (LEU) in 2016. The 2016 survey was part of a multi -year assessment of the health of the utility relative to public power benchmarks.
The 2016 survey revealed an overall customer satisfaction rating of 67 percent. In 2018, as part of this multi - year effort, City Council authorized a five-year professional services agreement for the completion of a biannual electric utility customer satisfaction study.
The first follow-up to the 2016 baseline study was completed in 2019 revealing an overall customer satisfaction rating of 64.8 percent. Based on these results, LEU embarked on a number of activities including improving its customer program offerings, restructuring and adding website content, expanding social media messaging as well as rolling out a comprehensive outreach campaign in 2020 using billboards, buses and bus shelters with messages such as: “Lodi Electric CARES,” “Stay Positive,” “Discover the Power of our Community,” and most recently – “Get Electrified.” In 2021, LEU contracted with Wilson Consulting to complete an organizational gap analysis and establish various annual performance metrics for the utility, including those associated with customer satisfaction and programs . While the second follow -up survey recently conducted in 2022 revealed improvement as it relates to overall customer satisfaction (71.2 percent for residential; 77.8 percent for commercial), there is still work to be done in terms of improving overall customer service and communication of programs and information.
You will note the overall satisfaction rate of 77.8 percent by the commercial sector with no comparable in 2019.
In 2019, commercial accounts did not complete surveys. Instead, in-depth interviews were held without survey instruments. The 2019 study recommended that commercial accounts complete a survey instrument. This represents a change of methodology from 2019 to 2022.
The final 2022 survey report is attached. Great Blue Research will present the results of the survey, key findings, including strengths and weaknesses based on the data, as well as recommended strategies for improvement.
FISCAL IMPACT: Information only.
FUNDING AVAILABLE: Not applicable.
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Astrida Trupovnieks
Business Development Manager