Report to
Traverse City Light & Power
for
2009 Customer Research
Submitted by:
Research Services Northwestern Michigan College
August 2009
TABLE OF CONTENTS
Section Page
EXECUTIVE SUMMARY ...... 2
1.0 OVERVIEW ...... 4
1.1 Objective ...... 4 1.2 Methodology ...... 4
2.0 SURVEY RESULTS ...... 5
2.1 Demographics ...... 5 2.2 Overall Satisfaction ...... 6 2.3 Service Evaluation ...... 7
2.3.1 Gap Analysis: Residential ...... 16 2.3.2 Gap Analysis: Commercial ...... 18
2.4 Customer Service Ratings ...... 19 2.5 Communication ...... 26
2.5.1 Media Services ...... 26 2.5.2 Bill Inserts ...... 42 2.5.3 TCL&P Website ...... 46
2.6 Additional Services ...... 49
2.6.1 Residential ...... 51 2.6.2 Commercial ...... 51
2.7 Renewable Power ...... 52 2.8 Future Rate Increase Spending Priorities ...... 56
2.8.1 Burying Power Lines ...... 56 2.8.2 Assessing Rate Increase Priorities ...... 57
2.9 Community Presence and Image ...... 61
3.0 CROSS-TABULATIONS...... 64
4.0 ADDITIONAL COMMENTS ...... 73
4.1 “Other” Responses ...... 73 4.2 General Comments ...... 81
APPENDIX A: SURVEY INSTRUMENT
EXECUTIVE SUMMARY
Objective: The purpose of the research was to determine views and opinions of Traverse City Light & Power (TCL&P) customers on services received. Customers first rated overall satisfaction, which was followed by items assessing satisfaction with various characteristics of TCL&P service, including the importance of and an effectiveness rating for each characteristic. Additionally, survey items addressed customer service, sources of information, additional services, interest in web-based information, and interest in renewable power generation resources.
Methodology: A telephone survey was conducted with a random sample of TCL&P residential and commercial customers. The final sample included 564 respondents, with 338 residential customers and 225 commercial customers, for an overall margin of error of +/- 4.0%. Margin of error by customer type is +/- 5.2% for residential and +/- 6.0% for commercial.
Key Findings: The majority of respondents (96%) reported some level of satisfaction with the service provided by TCL&P, with 56% indicating they are “Satisfied” and 40% indicating they are “Very Satisfied.”
Of four service characteristics assessed, respondents most often reported responsiveness to restoring power after outages and providing reliable electrical service “Very Important.” The service characteristics respondents most often rated “Excellent” with regard to TCL&P’s performance include providing reliable electrical service and responsiveness to restoring power after outages, respectively. Additional analysis identified providing electricity at low cost as the characteristic with the largest negative gap for both residential and commercial customers.
The majority of respondents (58%) indicated they had not had contact with a customer service representative within the past year. Of those respondents indicating they had contact with a customer service representative within the past year, the majority indicated they were “Very Satisfied” with the outcome.
The majority of respondents (71%) indicated they had not had contact with a field representative within the past year. Of those respondents indicating they had contact with a field representative within the past year, the single largest group indicated they were “Very Satisfied” with the outcome.
Approximately 36% of respondents indicated they had seen an advertisement in the newspaper within the last year; 31% indicated they had seen a TCL&P advertisement on television within the last year; and 13% reported hearing an advertisement about TCL&P on the radio within the last year.
The single largest group of respondents (38%) indicated their primary source of local news is television, while 34% indicated their primary source is the newspaper.
The single largest group of respondents (44%) indicated “Bill inserts” are the best way for TCL&P to successfully communicate information to them.
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The single largest group of respondents (36%) indicated they “Always” read the TCL&P bill inserts, while 44% indicated they “Often” or “Occasionally” read the inserts. Respondents indicating they “Never” read the bill inserts most frequently cited “Not interested,” “Do not see bill/handled by other department” or “No time” as the reason why (38%, 24%, and 22% respectively).
Approximately 13% of respondents reported they have visited the TCL&P web site.
When asked what type of information they would like made available on the TCL&P website, respondents expressed the highest level of interest in information on ways to improve energy efficiency, rate information and information on renewable energy (53%, 46%, and 45%, respectively, indicating “Very Interested”).
With regard to additional services, 65% of respondents indicated they are “Very Interested” or “Somewhat Interested” in TCL&P offering Cable Television Service, while 60% expressed some level of interest in Internet Service and 66% expressed some level of interest in Internet Billing/Account Payment Service.
The majority of respondents (85%) indicated, in their opinion, TCL&P should invest in renewable power generation resources, such as wind and solar; 44% of respondents indicated TCL&P should invest in biomass facilities.
The majority of respondents (84%) indicated they would support building another windmill in this area.
Approximately one-third (32%) of respondents indicated they are “Very Supportive” of TCL&P building three to four new local renewable power plants.
The single largest group of respondents (48%) indicated they would not be willing to pay an additional $20 per month for ten years to fund a 10-year program to bury power lines, while 29% indicated they would be willing to pay and 23% were uncertain.
When asked to prioritize a number of projects as justification for additional rate increases, the majority of respondents (57%) identified “Investing in renewable energy including solar or wind” as their top priority.
The majority of respondents (68%) indicated they “Can’t recall/Don’t know” of any way, in addition to providing electricity, TCL&P invests in the community.
The majority of respondents (77%) rated TCL&P’s image within the community “Very Positive” or “Somewhat Positive.”
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TRAVERSE CITY LIGHT & POWER 2009 CUSTOMER RESEARCH
1.0 OVERVIEW
1.1 Objective
The purpose of this research was to determine the views and opinions of Traverse City Light & Power (TCL&P) customers on services received. Customers first rated overall satisfaction, which was followed by items assessing satisfaction with various characteristics of TCL&P service, including the importance of, and TCL&P’s effectiveness rating on, each characteristic. Additionally, survey items addressed customer service, sources of information, additional services, interest in web-based information and support for various renewable power generation resources.
1.2 Methodology
A telephone survey was conducted with a randomly selected sample of Traverse City Light & Power customers. A list of customer names and telephone numbers was provided by TCL&P representatives and sample identification was conducted by Research Services. The list of residential and commercial customers provided totaled 10,639; sample selection was based upon 8,406 unduplicated customer names (7,000 residential; 1,406 commercial) with contact information. Based upon a population of 8,406 customers, a sample of 367 is required for a 95% confidence level and +/- 5% margin of error.
The final sample included 564 respondents, with 338 residential customers and 225 commercial customers, for an overall margin of error of +/- 4.0%. Margin of error by customer type is +/- 5.2% for residential and +/- 6.0% for commercial.
Surveys were conducted from June 1 to June 23, 2009. Up to six attempts were made to contact randomly selected customers; time of day (9:00 am to 12:00 pm, 1:00 pm to 4:00 pm, and 6:00 pm to 9:00 pm) and day of week (Monday through Saturday) varied. From June 18 on, respondents were screened for age 44 and under to more closely align sample age distribution with City of Traverse City demographics and TCL&P senior rate participation.
Survey data were analyzed using SPSS for Windows. Analyses include descriptive statistics for each survey item and a series of cross-tabulations conducted with select variables to assess significant relationships, including comparison of 2009 with 2007 data when appropriate.
Tables and graphs1 throughout the report illustrate results. The survey instrument is included in Appendix A.
1 It should be noted that X-axis scales vary due to range of response on individual variables.
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2.0 SURVEY RESULTS
2.1 Demographics
Demographic information collected includes length of time as a Traverse City Light & Power customer and age. In addition, respondent gender was recorded. The following tables display results.
How long have you been a TCL&P customer? Residential Commercial Overall % (count) % (count) % (count) Less than 1 year 7.1% (24) 1.4% (3) 4.8% (27) 1 to 5 years 27.6% (93) 17.6% (39) 23.6% (132) 6 to 10 years 14.8% (50) 14.4% (32) 14.6% (82) Over 10 years 50.4% (170) 66.7% (148) 57.0% (319)
Age (What year were you born?) Residential Commercial Overall % (count) % (count) % (count) 18-24 years 2.7% (9) 2.3% (5) 2.5% (14) 25-34 years 14.4% (48) 6.3% (14) 11.2% (62) 35-44 years 10.8% (36) 20.4% (45) 14.6% (81) 45-54 years 17.1% (57) 29.4% (65) 21.9% (122) 55-64 years 21.0% (70) 29.9% (66) 24.5% (136) 65 years and older 34.1% (114) 11.8% (26) 25.4% (141)
Gender Residential Commercial Overall % (count) % (count) % (count) Male 42.3% (143) 50.2% (113) 45.4% (256) Female 57.7% (195) 49.8% (112) 54.6% (308)
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2.2 Overall Satisfaction
Respondents were first asked to indicate, overall, how satisfied they are with services provided by Traverse City Light & Power.2 The following table and graph display results for residential and commercial respondents independently, and for all respondents combined.
Overall, how satisfied are you with the services provided by TCL&P?
Residential Commercial Overall Very Satisfied 57.6% (194) 54.0% (121) 56.2% (316) Satisfied 37.7% (127) 43.8% (98) 40.0% (225) Undecided 3.3% (11) 2.2% (5) 2.8% (16) Dissatisfied 1.2% (4) 0.0% (0) 0.7% (4) Very Dissatisfied 0.3% (1) 0.0% (0) 0.2% (1)
Graph 1. Overall, how satisfied are you with the services provided by Traverse City Light & Power? 70% 58% 60% 56% 54% 50% 40% 44% 38% 40%
30%
20%
10% 3% 3% 2% 1% 1% 0% 0% 0% 0% 0% Very Satisfied Satisfied Undecided Dissatisfied Very Dissatisfied
Overall Residential Commercial
There was not a statistically significant difference in the level of satisfaction between residential and commercial customers.
2 Comparative data by year is not included due to a change in item administration; in 2005 and 2007 respondents were asked to rate overall satisfaction with service provided by their “electric” utility, as opposed to TCL&P specifically.
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2.3 Service Evaluation
The next series of items asked respondents to indicate the importance of several service characteristics and then to rate TCL&P’s effectiveness on these characteristics. The following tables and graphs display the results by year and customer type.
Questions 4 and 5. Please indicate how important providing electricity at low cost is to you, and then rate your electric company on this characteristic. Residential Commercial Overall Providing electricity at low cost 2007 2009 2007 2009 2007 2009 % % % % % % (count) (count) (count) (count) (count) (count) Very 81.2% 87.9% 84.5% 88.4% 82.3% 88.1% Important (251) (297) (120) (198) (371) (496) Somewhat 17.2% 10.9% 14.8% 10.7% 16.4% 10.8% Important (53) (37) (21) (24) (74) (61) 1.0% 1.2% 0.7% 0.4% 0.9% 0.9% Undecided Importance (3) (4) (1) (1) (4) (5) Somewhat 0.6% 0.0% 0.0% 0.4% 0.4% 0.2% Unimportant (2) (0) (0) (1) (2) (1) Very 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% Unimportant (0) (0) (0) (0) (0) (0) 12.3% 16.9% 7.7% 6.7% 10.9% 12.9% Excellent (38) (57) (11) (15) (49) (73) 22.7% 25.1% 19.7% 23.6% 21.8% 24.5% Above Average (70) (85) (28) (53) (98) (138) Effectiveness 47.7% 34.6% 52.1% 40.9% 49.1% 37.1% Average Rating (147) (117) (74) (92) (221) (209) 4.9% 2.1% 4.2% 2.2% 4.7% 2.1% Below Average (15) (7) (6) (5) (21) (12) 2.3% 1.2% 2.8% 0.4% 2.4% 0.9% Poor (7) (4) (4) (1) (11) (5) 10.1% 19.8% 13.4% 25.3% 11.1% 22.0% Don’t Know (31) (67) (19) (57) (50) (124)
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Graph 2. Providing electricity at a low cost: Importance
100% 88% 90% 83%81% 80% 70% 60% 50% 40% 30% 17% 20% 15% 11% 10% 2% 1% 1% 1% 1% 0% 0% 0% 0% 0% Very Important Somewhat Undecided Somewhat Very Important Unimportant Unimportant
2005 2007 2009
Graph 3. Providing electricity at a low cost: Effectiveness
60%
48% 50% 47%
40% 37%
30% 23%25% 22% 22% 20% 15% 12%13% 8%10% 10% 5% 5% 3%2% 2% 1% 0% Excellent Above Average Below Poor Don’t Know Average Average 2005 2007 2009
While cost importance ratings do not vary significantly from 2007 to 2009, effectiveness ratings do significantly interact with year. Specifically, 2009 respondents were more likely to rate TCL&P “Excellent” or “Above Average” on this characteristic, while 2007 respondents were more likely to assign “Average,” “Below Average,”or “Poor” ratings.
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Similarly, importance assigned to providing electricity at low cost does not vary significantly by customer type, but effectiveness with regard to this characteristic does significantly interact. The following graph illustrates the increased likelihood of residential customers to rate TCL&P “Excellent” on this characteristic and commercial customers to assign an “Average” rating.
Graph 4. Customer Type Providing electricity at a low cost: Effectiveness
45% 41% 40% 35% 35% 30% 25% 25% 25% 24% 20% 20% 17% 15%
10% 7% 5% 2% 2% 1% 0% 0% Excellent Above Average Average Below Average Poor Don’t Know
Residential Commercial
Additional service characteristics assessed include providing reliable electric service, responsiveness to power outages, and support of local non-profit and community groups. The following tables and graphs compare current 2009 data with 2005 and 2007.
Effectiveness ratings with regard to each of these three characteristics vary significantly from 2007 to 2009 (see Section 3: Cross-Tabulations); neither importance nor effectiveness ratings significantly vary by customer type.
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Questions 6 and 7. Please indicate how important providing reliable electrical service (that is, with few power outages and surges) is to you, and then rate your electric company on this characteristic. Residential Commercial Overall Providing reliable 2007 2009 2007 2009 2007 2009 electrical service % % % % % % (count) (count) (count) (count) (count) (count) 89.3% 88.8% 96.5% 92.9% 91.5% 90.4% Very Important (274) (300) (137) (208) (411) (509) Somewhat 9.4% 10.9% 3.5% 6.7% 7.6% 9.2%
Important (29) (37) (5) (15) (34) (52) 0.7% 0.3% 0.0% 0.4% 0.4% 0.4% Importance Undecided (2) (1) (0) (1) (2) (2) Somewhat 0.3% 0.0% 0.0% 0.0% 0.2% 0.0%
Unimportant (1) (0) (0) (0) (1) (0) Very 0.3% 0.0% 0.0% 0.0% 0.2% 0.0%
Unimportant (1) (0) (0) (0) (1) (0) 45.7% 58.9% 48.6% 49.3% 46.6% 55.1% Excellent (139) (199) (69) (111) (208) (311) 34.2% 30.5% 34.5% 37.8% 34.3% 33.3% Above Average (104) (103) (49) (85) (153) (188) 17.1% 8.0% 12.7% 10.7% 15.7% 9.0% Effectiveness Average (52) (27) (18) (24) (70) (51) 1.0% 0.0% 2.1% 0.4% 1.3% 0.2% Below Average (3) (0) (3) (1) (6) (1) 0.3% 0.3% 0.0% 0.0% 0.2% 0.2% Poor (1) (1) (0) (0) (1) (1) 1.6% 2.4% 2.1% 0.9% 1.8% 1.8% Don’t Know (5) (8) (3) (2) (8) (10)
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Graph 5. Providing reliable electrical service: Importance
92% 100% 90% 90% 90% 80% 70% 60% 50% 40% 30% 20% 9% 8% 9% 10% 0% 0%0% 0% 0%0% 0% 0% 0% 0% Very Important Somewhat Undecided Somewhat Very Important Unimportant Unimportant
2005 2007 2009
Graph 6. Providing reliable electrical service: Effectiveness
60% 55% 47% 50% 46%
40% 34% 31% 33% 30% 20% 20% 16%
10% 9% 2%1% 1%2% 2% 0% 0%0%0% 0% Excellent Above Average Below Poor Don’t Know Average Average
2005 2007 2009
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Questions 8 and 9. Please indicate how important responsiveness to restoring power after outages is to you, and then rate your electric company on this characteristic. Residential Commercial Overall Responsiveness to restoring 2007 2009 2007 2009 2007 2009 power after outages % % % % % % (count) (count) (count) (count) (count) (count) Very 89.0% 89.9% 97.9% 92.8% 91.8% 90.9% Important (274) (303) (139) (207) (413) (510) Somewhat 10.1% 8.6% 2.1% 5.8% 7.6% 7.7% Important (31) (29) (3) (13) (34) (43) 0.3% 1.5% 0% 1.3% 0.2% 1.4% Importance Undecided (1) (5) (0) (3) (1) (8) Somewhat 0.3% 0.0% 0.0% 0.0% 0.2% 0.0% Unimportant (1) (0) (0) (0) (1) (0) Very 0.3% 0.0% 0.0% 0.0% 0.2% 0.0% Unimportant (1) (0) (0) (0) (1) (0) 36.1% 43.2% 38.7% 35.6% 36.9% 40.2% Excellent (110) (146) (55) (80) (165) (227) Above 30.2% 25.1% 27.5% 33.3% 29.3% 28.4% Average (92) (85) (39) (75) (131) (160) 16.1% 6.2% 16.9% 8.9% 16.3% 7.3% Effectiveness Average (49) (21) (24) (20) (73) (41) Below 0.7% 0.0% 1.4% 0.4% 0.9% 0.2% Average (2) (0) (2) (1) (4) (1) 0.7% 0.3% 0.0% 0.0% 0.4% 0.2% Poor (2) (1) (0) (0) (2) (1) 16.4% 25.1% 15.5% 20.4% 16.1% 23.2% Don’t Know (50) (85) (22) (46) (72) (131)
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Graph 7. Responsiveness to a power outage: Importance
100% 92% 90% 91% 90% 80% 70% 60% 50% 40% 30% 20% 9% 8% 10% 8% 2% 0% 1% 0% 0% 0% 0% 0% 0% 0% Very Important Somewhat Undecided Somewhat Very Important Unimportant Unimportant 2005 2007 2009
Graph 8. Responsiveness to a power outage: Effectiveness
45% 40% 37% 40% 37% 35% 29% 30% 28% 28% 25% 23% 20% 18% 16% 16%16% 15%
10% 7% 5% 0%1% 0% 0%0% 0% 0% Excellent Above Average Below Poor Don’t Know Average Average
2005 2007 2009
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Questions 10 and 11. Please indicate how important providing grants to local non-profit organizations to improve community and natural resources, or to conduct energy-related educational programs* is to you, and then rate your electric company on this characteristic. Residential Commercial Overall Providing grants to local 2007 2009 2007 2009 2007 2009 non-profit organizations % % % % % % (count) (count) (count) (count) (count) (count) Very 41.4% 37.0% 29.8% 27.5% 37.7% 33.4% Important (127) (125) (42) (60) (169) (186) Somewhat 33.2% 31.7% 37.6% 41.3% 34.6% 35.4% Important (102) (107) (53) (90) (155) (197) 16.3% 15.7% 18.4% 13.8% 17.0% 14.9% Importance Undecided (50) (53) (26) (30) (76) (83) Somewhat 5.2% 9.8% 7.8% 11.5% 6.0% 10.4% Unimportant (16) (33) (11) (25) (27) (58) Very 3.9% 5.9% 6.4% 6.0% 4.7% 5.9% Unimportant (12) (20) (9) (13) (21) (33) 9.1% 8.0% 7.0% 6.7% 8.5% 7.6% Excellent (28) (27) (10) (15) (38) (43) Above 13.7% 14.2% 12.0% 24.4% 13.1% 18.3% Average (42) (48) (17) (55) (59) (103) 21.8% 13.0% 17.6% 16.4% 20.5% 14.4% Effectiveness Average (67) (44) (25) (37) (92) (81) Below 3.3% 1.8% 2.8% 1.3% 3.1% 1.6% Average (10) (6) (4) (3) (14) (9) 0.3% 0.3% 1.4% 0.4% 0.7% 0.4% Poor (1) (1) (2) (1) (3) (2) 51.8% 61.8% 59.2% 47.1% 54.1% 55.9% Don’t Know (159) (209) (84) (106) (243) (315) *In 2005 this item read, “Providing grants for local non-profit groups and schools relating to the study or use of electricity.”
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Graph 9. Providing grants to local non-profit groups: Importance
40% 38% 36% 35%35% 35% 33%
30% 28%
25% 19% 20% 17% 15% 15% 12% 10% 10% 6% 5% 5% 6% 5%
0% Very Important Somewhat Undecided Somewhat Very Unimportant Important Unimportant 2005 2007 2009
Graph 10. Providing grants to local non-profit groups: Effectiveness
80% 73% 70%
60% 54%56% 50%
40%
30% 18% 21% 20% 13% 14% 14% 6% 9% 8% 10% 5% 3% 1% 2% 0% 1% 0% 0% Excellent Above Average Average Below Average Poor Don’t Know
2005 2007 2009
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2.3.1 Gap Analysis3: Residential
Percent of residential respondents rating each characteristic “Very Important” are listed below:
1. Responsiveness to restoring power after outages (89.9%) 2. Providing reliable electrical service (88.8%) 3. Providing electricity at low cost (87.9%) 4. Providing grants to local non-profit organizations (37.0%)
Percent of residential respondents rating TCL&P “Excellent” on each characteristic are listed below:
1. Providing reliable electrical service (58.9%) 2. Responsiveness to restoring power after outages (43.2%) 3. Providing electricity at low cost (16.9%) 4. Providing grants to local non-profit organizations (8.0%)
It should be noted that some respondents felt unable to assign ratings on certain characteristics. For example, approximately 62% of residential respondents indicated they did not know how to rate TCL&P with regard to providing grants for local non-profit organizations. In addition, 25% of residential respondents indicated they did not know how to rate TCL&P on responsiveness to restoring power after outages.
As noted above, TCL&P received the highest rating from residential respondents on responsiveness to restoring power after outages, which was the service rated second in terms of importance. A gap analysis was conducted to examine discrepancies between importance and effectiveness on each characteristic. The largest gap between importance and TCL&P’s effectiveness concerned providing electricity at low cost. Residential gap analysis rankings are as follows:
1. Providing electricity at low cost (-1.19) 2. Responsiveness to restoring power after outages (-0.42) 3. Providing grants for local non-profit organizations (-0.39) 4. Providing reliable electrical service (-0.39)
Concern over service level is not recommended until a gap approaches –1.5 to –2.0.
3 The gap is calculated by subtracting effectiveness ratings from importance ratings for each respondent. This results in a negative number if the effectiveness rating is less than the importance rating. Gaps reported are the result of an average across all respondents.
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Additional analyses reveal that each of the 2009 gaps is significantly smaller than in 2007, as is highlighted in the following table.
Residential: Gaps between importance and ratings of TCL&P effectiveness 2009 2007 Providing electricity at a low cost -1.19 -1.38
Responsiveness to restoring power after outages -0.42 -0.66 Providing grants for local, non-profit -0.39 -0.69 organizations Providing reliable electrical services -0.39 -0.62
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2.3.2 Gap Analysis: Commercial
Percent of commercial respondents rating each characteristic “Very Important” are listed below:
1. Providing reliable electrical service (92.9%) 2. Responsiveness to restoring power after outages (92.8%) 3. Providing electricity at low cost (88.4%) 4. Providing grants to local non-profit organizations (27.5%)
Percent of commercial respondents rating TCL&P “Excellent” on each characteristic are listed below:
1. Providing reliable electrical service (49.3%) 2. Responsiveness to restoring power after outages (35.6%) 3. Providing electricity at low cost (6.7%) 4. Providing grants to local non-profit organizations (6.7%)
It should be noted that some respondents felt unable to assign ratings on certain characteristics. For example, approximately 47% of commercial respondents indicated they did not know how to rate TCL&P with regard to providing grants to local non-profit organizations. In addition, 25% of commercial respondents indicated they did not know how to rate their TCL&P on providing electricity at low cost.
As noted above, TCL&P received the highest rating from commercial respondents on providing reliable electrical service, which was also the characteristic rated first in terms of importance. A gap analysis was conducted to examine discrepancies between importance and effectiveness on each characteristic. The largest gap between importance and TCL&P’s effectiveness concerned providing electricity at low cost. Gap analysis rankings are:
1. Providing electricity at low cost (-1.43) 2. Responsiveness to restoring power after outages (-0.57) 3. Providing reliable electrical service (-0.52) 4. Providing grants for local non-profit organizations (-0.18)
Concern over service level is not recommended until a gap approaches –1.5 to –2.0. It should be noted that the “Providing electricity at low cost” gap approaches this level.
In comparing 2009 commercial customer gaps with 2007 gaps, no statistically significant change is detected.
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2.4 Customer Service Ratings4
Questions 12 through 18 asked respondents about their experience, if any, with customer service and field representatives. Respondents having contact within the past year were asked to rate their satisfaction with the outcome of the contact and identify reasons for any reported dissatisfaction; the following tables and graphs display results.
Question 12. If you have had contact with your electric customer service representative within the past year, either on the phone or in the office, how satisfied were you with the outcome of this most recent contact? Residential Commercial Overall 2007 2009 2007 2009 2007 2009 % % % % % % (count) (count) (count) (count) (count) (count) 52.4% 65.2% 44.9% 73.8% 49.7% 68.9% Very Satisfied (65) (88) (31) (76) (96) (164) 37.1% 22.2% 40.6% 16.5% 38.3% 19.7% Satisfied (46) (30) (28) (17) (74) (47) 4.8% 4.4% 7.2% 3.9% 5.7% 4.2% Undecided (6) (6) (5) (4) (11) (10) 2.4% 5.2% 7.2% 3.9% 4.1% 4.6% Dissatisfied (3) (7) (5) (4) (8) (11) 3.2% 3.0% 0.0% 1.9% 2.1% 2.5% Very Dissatisfied (4) (4) (0) (2) (4) (6) 59.9% 59.8% 51.4% 54.2% 57.2% 57.6% No Contact (185) (202) (73) (122) (258) (325)
4 Ratings noted are based only on those respondents reporting contact with a representative; “No Contact” percentage is based upon all respondents.
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Graph 11. If you have had contact with a TCL&P Customer Service Representative within the past year, either on the phone or in the office, how satisfied were you with the outcome of this most recent contact? 80% 69% 70% 64% 63% 57% 60% 58% 50% 50% 38% 40% 28% 30% 20% 20% 10% 6% 4% 4% 5% 2% 4% 2% 2% 3% 0% Very Satisfied Satisfied Undecided Dissatisfied Very No Contact Dissatisfied
2005 2007 2009
The majority of respondents (58%), overall, indicated they had not had contact with a Customer Service Representative within the past year. Of those respondents indicating they had contact, 69% indicated they were “Very Satisfied” with the outcome and 20% indicated they were “Satisfied.” Variance highlighted between 2009 and 2007 responses is statistically significant; specifically, 2009 respondents were significantly more likely to indicate “Very Satisfied,” while 2007 respondents were more likely to indicate “Somewhat Satisfied” or “Undecided.”
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Respondents reporting some level of dissatisfaction with contact outcome were asked to indicate the primary reason for their dissatisfaction.
Question 13. What is the primary reason you were dissatisfied? Residential Commercial Overall 2007 2009 2007 2009 2007 2009 % % % % % % (count) (count) (count) (count) (count) (count) Length of time 14.3% 0.0% 0.0% 0.0% 8.3% 0.0% between request/ (1) (0) (0) (0) (1) (0) response Problem/request not 42.9% 45.5% 60.0% 33.3% 50.0% 41.2% resolved at all (3) (5) (3) (2) (6) (7) Unfriendly/ 14.3% 18.2% 20.0% 16.7% 16.7% 17.6% discourteous (1) (2) (1) (1) (2) (3) employees 28.6% 36.4% 20.0% 50.0% 25.0% 41.2% Other (2) (4) (1) (3) (3) (7)
Graph 12. Customer Service Representative What is the primary reason you were dissatisfied? 60% 50% 50% 50% 41% 41% 40%
30% 25% 20% 20% 20% 17% 18%
10% 8% 10% 0% 0% Length of time Problem not resolved Unfriendly employees Other between request and at all response 2005 2007 2009
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A total of 17 respondents reported dissatisfaction with contact outcome; the majority cited either “Problem/request not resolved at all” or “Other” as the primary reason for their dissatisfaction. In addition, three respondents cited “Unfriendly or discourteous employees” as the primary reason for their dissatisfaction. “Other” reasons cited vary and are included in Section 4: Additional Comments.
Respondents who had contact within the past year with a Field Representative (meter reader, tree trimmer or lineman) were asked to rate their satisfaction with the outcome of the most recent contact.5
Question 15. If you have had contact with an electric company field rep. (meter reader, tree trimmer, lineman) within the past year, how satisfied were you with the outcome of this most recent contact? Residential Commercial Overall 2007 2009 2007 2009 2007 2009 % % % % % % (count) (count) (count) (count) (count) (count) 44.4% 70.5% 54.5% 75.0% 47.6% 72.6% Very Satisfied (32) (67) (18) (51) (50) (119) 36.1% 16.8% 39.4% 20.6% 37.1% 18.3% Satisfied (26) (16) (13) (14) (39) (30) 8.3% 6.3% 3.0% 2.9% 6.7% 4.9% Undecided (6) (6) (1) (2) (7) (8) 11.1% 5.3% 3.0% 0.0% 8.6% 3.0% Dissatisfied (8) (5) (1) (0) (9) (5) 0.0% 1.1% 0.0% 1.5% 0.0% 1.2% Very Dissatisfied (0) (1) (0) (1) (0) (4) 76.7% 71.9% 76.8% 69.8% 76.7% 70.9% No Contact (237) (243) (109) (157) (346) (400)
5 Ratings noted are based only on those respondents reporting contact with a representative; “No Contact” percentage is based upon all respondents.
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Graph 13. If you have had contact with a Field Representative within the past year, how satisfied were you with the outcome of this most recent contact? 90% 79% 80% 77% 73% 71% 70% 58% 60% 48% 50% 37% 40% 34% 30% 18% 20% 7% 9% 10% 5% 4% 3% 2% 1% 0% 1% 0% Very Satisfied Satisfied Undecided Dissatisfied Very No Contact Dissatisfied 2005 2007 2009
The majority of respondents (71%), overall, indicated they had not had contact with a Field Representative within the past year. Of those respondents indicating they had contact, 73% indicated they were “Very Satisfied” with the outcome and 18% indicated they were “Satisfied.”
There is a statistically significant difference between 2009 and 2007 responses concerning satisfaction with the outcome of Field Representative contact. As indicated in the graph, 2009 respondents were significantly more likely to indicate “Very Satisfied,” while 2007 respondents were more likely to indicate “Satisfied” or “Dissatisfied.”
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Respondents reporting some level of dissatisfaction with the contact outcome were asked to indicate the primary reason for their dissatisfaction.
Question 17. What is the primary reason you were dissatisfied? Residential Commercial Overall 2007 2009 2007 2009 2007 2009 % % % % % % (count) (count) (count) (count) (count) (count) Length of time between 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% request/ response (0) (0) (0) (0) (0) (0)
Problem/request not resolved 12.5% 83.3% 0.0% 0.0% 11.1% 71.4% at all (1) (5) (0) (0) (1) (5) Unfriendly/discourteous 12.5% 16.7% 0.0% 0.0% 11.1% 14.3% employees (1) (1) (0) (0) (1) (1) 75.0% 0.0% 100% 100% 77.8% 14.3% Other (6) (0) (1) (1) (7) (1)
Graph 14. Field Representative What is the primary reason you were dissatisfied? 90% 78% 80% 71% 70% 60% 60% 50% 40% 40% 30%
20% 11% 11% 14% 14% 10% 0% 0% 0% 0% 0% Length of time Problem not resolved Unfriendly employees Other between request and at all response
2005 2007 2009
A total of seven respondents reported dissatisfaction with contact outcome; the majority cited “Problem not resolved at all” as the primary reason for their dissatisfaction. The following table highlights type of Field Representative with whom dissatisfied customers had contact.
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With what type of field representative did you have contact? % (count) Meter Reader 42.9% (3) Lineman 0.0% (0) Tree Trimmer 43.9% (3) Other 14.3% (1)
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2.5 Communication
2.5.1 Media Sources
The next series of items assessed media habits; respondents were asked if they had seen or heard TCL&P advertisements within the past year, what their primary sources of information are and the best way to communicate TCL&P information. The following tables and graphs display results.
Graph 15. Have you seen any Graph 16. Have you seen any advertisements about TCLP advertisements about TCLP within the last year on Television? within the last year on Television? 70% 70% 63% 60% 60% 56% 60% 56% 50% 50% 50% 37% 40% 34% 40% 33% 31% 30% 30% 27%
20% 16% 20% 12% 10% 9% 7% 10% 10%
0% 0% Yes No Uncertain Yes No Uncertain 2005 2007 2009 Residential Commercial
Variations highlighted are statistically significant; specifically, 2009 respondents were more likely to indicate they had not seen a TCL&P advertisement on television within the past year, while 2007 respondents were more likely to indicate they had seen an advertisement or they were uncertain.
In addition, responses significantly varied by customer type; specifically, commercial customers were more likely to indicate they had seen an advertisement on television within the past year, while residential customers were more likely to indicate they had not or they were uncertain.
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Graph 17. Have you seen any Graph 18. Have you seen any advertisements about TCLP advertisements about TCLP within the last year on the radio? within the last year on the Radio? 78% 90% 80% 72%74% 80% 80% 76% 70% 70% 60% 60% 50% 50% 40% 40% 30% 30% 16% 16% 17% 20% 10%13% 12% 20% 9% 10% 10% 7% 10% 10% 0% 0% Yes No Uncertain Yes No Uncertain
2005 2007 2009 Residential Commercial
Variations highlighted are statistically significant; specifically, 2009 respondents were more likely to indicate they had or had not heard a TCL&P advertisement on the radio within the past year, while 2007 respondents were more likely to indicate they were uncertain.
In addition, responses significantly varied by customer type; specifically, commercial customers were more likely to indicate they had heard a TCL&P advertisement on the radio within the past year, while residential customers were more likely to indicate they had not or they were uncertain.
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Graph 19. Have you seen any advertisements about TCLP within the last year in the newspaper?
70% 59% 60% 53% 54% 50% 40% 36% 36% 28% 30%
20% 13% 11% 10% 10% 0% Yes No Uncertain
2005 2007 2009
With regard to newspaper advertisements, variations highlighted are statistically significant; specifically, 2009 respondents were more likely to indicate they had seen a TCL&P newspaper advertisement in the last year, while 2007 respondents were more likely to indicate they had not or they were uncertain. Responses did not significantly vary by customer type.
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Overall, respondents most frequently reported seeing advertisements for TCL&P in the newspaper (36%) and on television (31%), as highlighted in the following table and graph.
Question 19a. Have you seen or heard any advertisements about TCL&P within the last year: on television? Residential Commercial Overall 2007 2009 2007 2009 2007 2009 % (count) % (count) % (count) % (count) % (count) % (count) Yes 35.4% (109) 26.7% (90) 32.4% (46) 36.9% (83) 34.4% (155) 30.9% (174) No 49.4% (152) 62.9% (212) 50.0% (71) 56.0% (126) 49.6% (223) 60.0% (338) Uncertain 15.3% (47) 10.4% (35) 17.6% (25) 7.1% (16) 16.0% (72) 9.1% (51) Question 19b. Have you heard any advertisements about TCL&P within the last year: on the radio? Residential Commercial Overall 2007 2009 2007 2009 2007 2009 % (count) % (count) % (count) % (count) % (count) % (count) Yes 11.4% (35) 10.1% (34) 7.7% (11) 17.0% (38) 10.2% (46) 12.8% (72) No 74.7% (230) 79.5% (268) 73.2% (104) 75.9% (170) 74.2% (334) 78.1% (439) Uncertain 14.0% (43) 10.4% (35) 19.0% (27) 7.1% (16) 15.6% (70) 9.1% (51) Question 19c. Have you seen any advertisements about TCL&P within the last year: in the newspaper? Residential Commercial Overall 2007 2009 2007 2009 2007 2009 % (count) % (count) % (count) % (count) % (count) % (count) Yes 30.3% (93) 38.5% (130) 23.2% (33) 31.3% (70) 28.1% (126) 35.7% (201) No 58.0% (178) 50.3% (170) 60.6% (86) 59.8% (134) 58.8% (264) 54.0% (304) Uncertain 11.7% (36) 11.2% (38) 16.2% (23) 8.9% (20) 13.1% (59) 10.3% (58)
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Graph 20. Have you seen or heard a TCL&P advertisment in the last year... 90.0% 78% 80.0% 70.0% 60% 60.0% 54% 50.0% 40.0% 36% 31% 30.0% 20.0% 13% 9% 9% 10% 10.0% 0.0% Yes No Uncertain Television Radio Newspaper
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Respondents were next asked to indicate their primary source of local news. The following tables and graphs display results.
Question 20. What is your primary source of local news? Residential Commercial Overall 2007 2009 2007 2009 2007 2009 % (count) % (count) % (count) % (count) % (count) % (count) Newspaper 37.2% (115) 33.2% (112) 28.2% (40) 35.6% (79) 34.4% (155) 34.1% (191) Television 38.8% (120) 39.5% (133) 42.3% (60) 34.7% (77) 39.9% (180) 37.7% (211) Radio 15.9% (49) 11.0% (37) 18.3% (26) 17.1% (38) 16.6% (75) 13.4% (75) Internet 5.8% (18) 14.8% (50) 6.3% (9) 9.5% (21) 6.0% (27) 12.7% (71) Other 2.3% (7) 1.5% (5) 4.9% (7) 3.2% (7) 3.1% (14) 2.1% (12)
Graph 21. What is your primary Graph 22. What is your primary source of local news? source of local news? 45.0% 42% 40% 40% 45.0% 40.0% 38% 40% 40.0% 34%34% 35.0% 36% 35% 35.0% 33% 30.0% 30.0% 25.0% 25.0% 20.0% 17% 20.0% 17% 15.0% 12% 13% 15% 13% 15.0% 10.0% 11% 10% 6% 10.0% 4% 3% 5.0% 2% 2% 3% 5.0% 2% 0.0% 0.0%
2005 2007 2009 Residential Commercial
In 2009, the single largest group of respondents (38%), overall, indicated their primary source of local news is television, while 34% cited the newspaper as their primary source. Most frequently cited “Other” is “All Sources.” See Section 4: Additional Comments for a complete list of “Other” responses.
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Variations highlighted are statistically significant by year; specifically, 2009 respondents were more likely to cite “Internet” as their primary source of local news, while 2007 respondents were more likely cite “Television,” “Radio” or “Other.”
With regard to primary source of local news, responses also varied significantly by customer type. Specifically, residential customers were more likely to cite “Television” or “Internet” as their primary source of local news, while commercial customers were more likely to cite “Newspaper,” “Radio” or “Other.”
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In the next series of questions, respondents were asked which specific media outlets they access most. Respondents identified most frequently accessed newspapers or magazines, television channels, radio stations, websites, as well as typical time of day accessed. Due to a change in the skip pattern associated with these questions, only 2009 data are reported here.
Question 21. Which local newspaper or magazine do you read most often? Residential Commercial Overall 2007 2009 2007 2009 2007 2009 % (count) % (count) % (count) % (count) % (count) % (count) Record Eagle 98.3% (113) 78.1% (264) 90.0% (36) 72.9% (164) 96.1% (149) 76.1% (429) Northern Express 0.0% (0) 7.7% (26) 0.0% (0) 7.6% (17) 0.0% (0) 7.6% (43) TC Business News 0.9% (1) 0.3% (1) 0.0% (0) 2.7% (6) 0.6% (1) 1.2% (7) Northern MI Men’s NA 0.3% (1) NA 0.0% (0) NA 0.2% (1) Magazine Traverse Magazine NA 1.8% (6) NA 2.2% (5) NA 2.0% (11) Do not read local NA 8.9% (30) NA 9.8% (22) NA 9.2% (52) newspaper/magazine Other 0.9% (1) 3.0% (10) 10% (4) 4.9% (11) 3.2% (5) 3.7% (21)
Graph 23. Which local newspaper or magazine do you read most often?
80% 76%
60%
40%
20% 9% 8% 4% 2% 1% 0% 0%
*Northern Michigan Men’s Magazine
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When asked which newspaper or magazine they read most often, approximately three-quarters of respondents indicated they read The Record Eagle most often. In addition, 9% reported they do not read a local newspaper or magazine. Twenty-one respondents cited a newspaper/magazine “Other” than those listed, with most frequently cited “Other” responses including Grand Traverse Insider (6) and The Leelanau Enterprise (4). See Section 4.0: Additional Comments for a complete list of “Other” responses.
When asked what television channel they watch, the single largest group of respondents (42%) indicated they watch Channel 7&4 (NBC) most often, while approximately 20% indicated they watch a television channel not listed. Most frequently cited “Other” channels include PBS (13), CNN (11) and Discovery Channel (11). See Section 4.0: Additional Comments for a complete list of “Other” responses.
Question 22: Which television channel do you watch most often? Residential Commercial Overall 2007 2009 2007 2009 2007 2009 % (count) % (count) % (count) % (count) % (count) % (count) 7&4 (NBC) 62.2% (74) 41.3% (137) 60.0% (36) 43.8% (98) 61.5% (110) 42.4% (236) 9&10 (CBS) 26.9% (32) 17.8% (59) 35.0% (21) 17.0% (38) 29.6% (53) 17.4% (97) 29&8 (ABC) 0.8% (1) 2.4% (8) 1.7% (1) 4.9% (11) 1.1% (2) 3.4% (19) FOX 33 4.2% (5) 6.6% (22) 0.0% (0) 4.0% (9) 2.8% (5) 5.6% (31) Do not watch TV NA 12.0% (40) NA 10.7% (24) NA 11.5% (64) Other or Cable 5.9% (7) 19.9% (66) 3.3% (2) 19.6% (44) 5.0% (9) 19.7% (110) TV
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Graph 24. Which television channel do you watch most often? 45% 42% 40%
35%
30%
25% 20% 20% 17% 15% 12% 10% 6% 5% 3%
0% 7&4 (NBC) Other or Cable 9&10 (CBS) Do not watch FOX 33 29&8 (ABC) TV TV
Respondents reporting they watch television were also asked what time of day they typically watch, with the majority (67%) reporting they usually watch in the evening.
Question 23. What time of day do you usually watch television? Residential Commercial Overall % (count) % (count) % (count) Morning 10.8% (32) 15.9% (32) 12.8% (64) Afternoon 2.7% (8) 0.5% (1) 1.8% (9) Evening 64.3% (191) 71.6% (144) 67.3% (336) Throughout Day 21.9% (65) 10.0% (20) 17.0% (85) Weekends Only 0.3% (1) 2.0% (4) 1.0% (5)
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Graph 25. What time of day do Graph 26. What time of day do you usually watch television? you usually watch television? 80% 80.0% 67% 72% 70% 70.0% 64% 60% 60.0% 50% 50.0% 40.0% 40% 30.0% 30% 22% 20.0% 16% 20% 17% 11% 10% 13% 10.0% 3% 2% 10% 1% 0% 2% 1% 0.0% 0%
Residential Commercial
Variations by customer type are statistically significant. Specifically, residential customers were more likely to indicate they watch during the afternoon or throughout the day, while commercial customers were more likely to indicate they watch in the morning, evening or weekends only.
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The single largest group of respondents (16%) indicated they most frequently listen to WIPR-FM (91.5 Interlochen Public Radio); the second largest group (13%) indicated they do not listen to the radio at all. Approximately 8% of respondents cited a radio station other than those listed; a complete list of “Other” responses is included in Section 4.0: Additional Comments.
Question 24. Which radio station do you listen to most often?
Residential Commercial Overall 2007 2009 2007 2009 2007 2009 % (count) % (count) % (count) % (count) % (count) % (count) WTCM-AM (580) 30.6% (15) 11.6% (39) 53.8% (14) 13.5% (30) 38.7% (29) 12.3% (69) WTCM-FM (103.5) 8.2% (4) 7.1% (24) 7.7% (2) 11.7% (26) 8.0% (6) 8.9% (50) WCCW-FM (Oldies 107.5) 0.0% (0) 8.6% (29) 0.0% (0) 8.1% (18) 0.0% (0) 8.6% (48) WCCW-AM (1310-Sports)_ NA 0.3% (1) NA 0.5% (1) NA 0.4% (2) WJLM-AM (1110 AM— NA 0.3% (1) NA 0.5% (1) NA 0.4% (2) Talk) The Breeze (WJZQ 92.9 FM) NA 2.7% (9) NA 3.6% (8) NA 3.0% (17) WKLT Double-Rock 2.0% (1) 5.6% (19) 3.8% (1) 6.3% (14) 2.7% (2) 5.9% (33) 97.5/98.9 FM) The Zone (95.5 FM) 2.0% (1) 3.6% (12) 0.0% (0) 0.5% (1) 1.3% (1) 2.3% (13) You-FM (formerly WSRT 0.0% (0) 1.5% (5) 0.0% (0) 2.3% (5) 0.0% (0) 1.8% (10) The Peak, 106.7 FM) WLDR-FM Sunny 102 (101.9) 4.1% (2) 1.2% (4) 0.0% (0) 0.9% (2) 2.7% (2) 1.1% (6) WLJN-FM (89.9 FM & 1400 NA 3.6% (12) NA 4.5% (10) NA 3.9% (22) AM) WIAA-FM 8.2% (4) 6.2% (21) 0.0% (0) 2.7% (6) 5.3% (4) 4.8% (27) (Interlochen Music 88.7) WIPR-FM 26.5% (13) 15.7% (53) 15.4% (4) 17.1% (38) 22.7% (17) 16.3% (91) (Interlochen News 91.5) WNMC (90.7 FM) 6.1% (3) 2.7% (9) 0.0% (0) 1.8% (4) 4.0% (3) 2.3% (13) The Bear (98.1 FM) 4.1% (2) 3.3% (11) 11.5% (3) 0.9% (2) 6.7% (5) 2.3% (13) 106 KHQ (105.9 FM) 0.0% (0) 2.4% (8) 0.0% (0) 2.7% (6) 0.0% (0) 2.5% (14) The Fox 0.0% (0) 1.5% (5) 0.0% (0) 2.7% (6) 0.0% (0) 2.0% (11) (WCFX 94.3/WDFX 92.5) Lite 96 (96.3 FM) NA 0.6% (2) NA 1.8% (4) NA 1.1% (6) Do not listen to the radio NA 16.0% (54) NA 7.7% (17) NA 12.7% (71) Other 8.2% (4) 5.6% (19) 7.7% (2) 10.4% (23) 8.0% (6) 7.5% (42)
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Graph 27. Which radio station do you listen to most often? 18% 16% 16% 14% 13% 12% 12% 10% 9% 9% 8% 8% 6% 5% 6% 4% 4% 3% 3% 2% 2% 2% 2% 2% 2% 1% 1% 0% 0% 0%
This variable did significantly interact with customer type. Specifically, commercial customers were more likely to indicate they most frequently listen to WTCM-AM, WTCM-FM and WIPR-FM, while residential customers were more likely to cite The Zone, WIAA-FM, The Bear, or to indicate they do not listen to the radio at all.
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Respondents indicating they listen to the radio were also asked what time of day they usually listen. The following tables and graphs display results.
Question 25. What time of day do you usually listen to the radio? Residential Commercial Overall % (count) % (count) % (count) Morning 33.1% (94) 23.6% (49) 29.0% (143) Afternoon 12.3% (35) 7.2% (15) 10.3% (51) Evening 5.6% (16) 6.3% (13) 5.9% (29) Throughout Day 46.8% (133) 61.5% (128) 52.9% (261) Weekends Only 1.8% (5) 1.4% (3) 1.6% (8)
Graph 28. What time of day do Graph 29. What time of day do you usually listen to the radio? you usually listen to the radio? 60% 53% 70% 62% 50% 60% 47% 40% 50% 29% 40% 30% 33% 30% 20% 24% 10% 20% 10% 6% 12% 2% 10% 7% 1% 2% 6% 6% 2% 0% 0%
Residential Commercial
The majority of respondents (53%) indicated they listen to the radio throughout the day, while 29% indicated they listen during the morning.
Variations highlighted by customer type are statistically significant. Specifically, commercial customers were more likely to indicate they listen throughout the day, while residential customers were more likely to indicate they listen in the morning or afternoon.
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The single largest group of respondents (32%) reported they do not regularly visit any websites. The next largest group (20%) cited a website “Other” than those listed; a complete list of “Other” sites is included in Section 4.0: Additional Comments.
Question 26. Which web site do you visit most often? Residential Commercial Overall 2007 2009 2007 2009 2007 2009 % (count) % (count) % (count) % (count) % (count) % (count) google.com 5.3% (1) 18.5% (62) 11.1% (1) 21.0% (47) 7.1% (2) 19.5% (109) amazon.com 0.0% (0) 0.0% (0) 0.0% (0) 0.4% (1) 0.0% (0) 0.2% (1) msnbc.com 15.8% (3) 5.4% (18) 22.2% (2) 8.0% (18) 17.9% (5) 6.4% (36) ebay.com 0.0% (0) 0.3% (1) 0.0% (0) 0.4% (1) 0.0% (0) 0.4% (2) yahoo.com 15.8% (3) 11.9% (40) 0.0% (0) 8.5% (19) 10.7% (3) 10.5% (59) Charter.net NA 2.7% (9) NA 2.2% (5) NA 2.5% (14) Foxnews.com NA 0.6% (2) NA 3.6% (8) NA 1.8% (10) Record-eagle.com NA 2.7% (9) NA 1.8% (4) NA 2.3% (13) Upnorthlive.com NA 0.9% (3) NA 0.4% (1) NA 0.7% (4) 9and10news.com NA 0.0% (0) NA 0.0% (0) NA 0.0% (0) Aol.com NA 2.7% (9) NA 4.5% (10) NA 3.4% (19) Do not regularly NA 35.5% (119) NA 26.3% (59) NA 32.0% (179) visit websites Other 63.2% (12) 18.8% (63) 66.7% (6) 22.8% (51) 64.3% (18) 20.4% (114)
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Graph 30. Which website do you visit most often? 35% 32% 30% 25% 20% 20% 20% 15% 11% 10% 6% 3% 5% 3% 2% 2% 1% 0% 0% 0% 0%
This variable did significantly interact with customer type. Specifically, commercial customers were more likely to indicate they most frequently visit www.google.com, www.msnbc.com, www.foxnews.com, or an “Other” site; residential customers were more likely to indicate they visit www.yahoo.com or they do not regularly visit websites.
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2.5.2 Bill Inserts
Next, respondents were asked to indicate the best way for TCL&P to communicate with them and how often they read their TCL&P bill inserts. The following tables and graphs display results.
Question 27. What is the best way for TCL&P to successfully communicate information to you? Residential Commercial Overall 2007 2009 2007 2009 2007 2009 % (count) % (count) % (count) % (count) % (count) % (count) Television 11.7% (36) 5.7% (19) 13.4% (19) 4.9% (11) 12.2% (55) 5.4% (30) Record Eagle 7.5% (23) 8.9% (30) 5.6% (8) 5.8% (13) 6.9% (31) 7.7% (43) Bill Insert 47.4% (146) 43.5% (146) 38.7% (55) 44.4% (99) 44.7% (201) 43.9% (246) Newsletter 8.4% (26) 11.3% (38) 4.2% (6) 6.7% (15) 7.1% (32) 9.5% (53) Internet 2.6% (8) 5.4% (18) 4.9% (7) 4.9% (11) 3.3% (15) 5.2% (29) Direct Mail 12.7% (39) 11.3% (38) 21.1% (30) 15.7% (35) 15.3% (69) 13.0% (73) Radio 2.9% (9) 2.4% (8) 2.1% (3) 4.0% (9) 2.7% (12) 3.0% (17) Shopper 0.0% (0) 0.3% (1) 0.7% (1) 0.0% (0) 0.2% (1) 0.2% (1) E-mail 4.5% (14) 8.0% (27) 4.2% (6) 12.1% (27) 4.4% (20) 9.6% (54) Other 2.3% (7) 3.3% (11) 4.9% (7) 1.3% (3) 3.1% (14) 2.5% (14)
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Graph 31. What is the best way for TCL&P to communicate with you?*
50% 45% 45% 44% 40% 40% 35% 30% 25% 21% 20% 15% 15% 13% 12% 10% 10% 10% 10% 8% 8% 10% 7% 5% 4% 7% 5% 3% 5% 4% 3% 3% 2% 3% 3% 0% 2% 2% 0%0% 0%0%0% 0%
2005 2007 2009
* In 2009, “Direct Mail” and “Newsletter” response categories were revised to include the qualifier “separate from your bill”
The single largest group of respondents (44%) cited bill inserts as the best way for TCL&P to communicate, with an additional 13% citing “Direct Mail.” This variable did not significantly interact with customer type.
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Question 28. How often do you read TCL&P bill inserts? Residential Commercial Overall 2007 2009 2007 2009 2007 2009 % (count) % (count) % (count) % (count) % (count) % (count) Always 38.0% (116) 38.1% (128) 31.0% (44) 33.3% (75) 35.8% (160) 36.1% (203) Often 24.3% (74) 22.6% (76) 12.0% (17) 16.0% (36) 20.4% (91) 20.1% (113) Occasionally 24.3% (74) 23.2% (78) 32.4% (46) 24.9% (56) 26.8% (120) 23.8% (134) Never 13.4% (41) 16.1% (54) 24.6% (35) 25.8% (58) 17.0% (76) 19.9% (112)
Graph 32. How often do you read Graph 33. How often do you read TCL&P bill inserts? TCL&P bill inserts? 45% 40% 36% 38% 35% 40% 35% 33% 30% 24% 30% 25% 25% 26% 20% 20% 25% 23% 23% 20% 20% 16% 16% 15% 15% 10% 10% 5% 5% 0% 0%
Residential Commercial
The single largest group of respondents (36%) reported they “Always” read TCL&P bill inserts, with an additional 24% reporting they “Occasionally” read inserts.
Variations highlighted by customer type are statistically significant. Specifically, commercial customers were more likely to report that they “Occasionally” or “Never” read TCL&P bill inserts, while residential customers were more likely to report that they “Always” or “Often” read the inserts.
Respondents reporting they “Never” read TCL&P bill inserts were asked why not. The results are displayed in the table below. The single largest group of respondents (38%) indicated “Not interested;”
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additionally, 33% indicated “Other” and 22% indicated “No time.” The most common “Other” response was that the bills are handled by another person/department.
Question 29. Why? Residential Commercial Overall 2007 2009 2007 2009 2007 2009 % (count) % (count) % (count) % (count) % (count) % (count) Not interested 51.2% (21) 50.0% (27) 32.4% (11) 27.6% (16) 42.7% (32) 38.4% (43) No time 19.5% (8) 18.5% (10) 52.9% (18) 25.9% (15) 34.7% (26) 22.3% (25) Not useful 12.2% (5) 5.6% (3) 8.8% (3) 6.9% (4) 10.7% (8) 6.3% (7) Other 17.1% (7) 26.0% (14) 5.9% (2) 39.7% (23) 12.0% (9) 33.0% (37)
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2.5.3 TCL&P Website
The next series of questions addressed TCL&P’s website. Respondents were first asked if they had visited the website and then were asked to rate their interest in several potential types of information which could be made available on the site.
Question 30. Have you visited the TCL&P web site? Residential Commercial Overall 2007 2009 2007 2009 2007 2009 % (count) % (count) % (count) % (count) % (count) % (count) Yes 9.4% (29) 14.8% (50) 7.8% (11) 10.2% (23) 8.9% (40) 12.9% (73) No 90.6% (279) 85.2% (288) 92.2% (130) 89.8% (202) 91.1% (409) 87.1% (491)
Graph 34. Have you visited the TCL&P Website?
100% 93% 91% 90% 87% 80% 70% 60% 50% 40% 30% 20% 13% 7% 9% 10% 0% Yes No
2005 2007 2009
Approximately 13% of respondents indicated they had visited the TCL&P web site. Variations highlighted by year are statistically significant. Specifically, 2009 respondents were more likely to indicate they had visited the site, while 2007 respondents were more likely to indicate they had not.
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The 2009 survey was expanded to include a series of items gauging interest in seven types of information which could be made available on the TCL&P website. The following tables and graphs display results.
Question 31. How would you rate your interest level in each of the following types of information that could be made available on the website? Residential Commercial Overall 2009 2009 2009 % (count) % (count) % (count) Very Interested 17.1% (56) 12.1% (27) 15.0% (83)
Information on Somewhat Interested 53.0% (174) 66.1% (148) 58.4% (323) TCL&P Projects Not Interested At All 29.9% (98) 21.9% (49) 26.6% (147) Very Interested 40.1% (132) 54.2% (122) 45.8% (254)
Information on Somewhat Interested 38.6% (127) 36.0% (81) 37.7% (209) Rates Not Interested At All 21.3% (70) 9.8% (22) 16.6% (92) Very Interested 25.5% (83) 39.4% (87) 31.0% (170) Online Reporting of Service Somewhat Interested 33.7% (110) 36.2% (80) 34.9% (191) Problems Not Interested At All 40.8% (133) 24.4% (54) 34.1% (187) Very Interested 27.7% (91) 20.5% (46) 24.7% (137) Information on Energy News and Somewhat Interested 43.2% (142) 61.2% (137) 50.5% (280) Issues Not Interested At All 29.2% (96) 18.3% (41) 24.7% (137) Very Interested 46.6% (153) 41.8% (94) 44.6% (247) Information on Somewhat Interested 29.0% (95) 42.7% (96) 34.7% (192) Renewable Energy Not Interested At All 24.4% (80) 15.6% (35) 20.8% (115) Information on Very Interested 48.6% (160) 60.0% (135) 53.2% (295) ways to Improve Efficiency in Somewhat Interested 27.7% (91) 30.7% (69) 29.0% (161) Homes and Businesses Not Interested At All 23.7% (78) 9.3% (21) 17.8% (99) Information on Very Interested 17.3% (57) 12.9% (29) 15.5% (86) TCL&P Somewhat Interested 46.2% (152) 56.3% (126) 50.4% (279) Charitable Activities Not Interested At All 36.5% (120) 30.8% (69) 34.1% (189)
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Graph 35. Interest in various types of information on website 70% 58% 60% 53% 51% 50% 50% 46% 45%
40% 38% 35% 35% 34% 31% 34% 27% 29% 30% 25% 25% 21% 18% 20% 15% 17% 16%
10%
0% TCL&P Rates Report Energy News Renewable Improve Charitable Projects Service Energy Efficiency Activities Problems
Very Interested Somewhat Interested Not at all Interested
The majority of respondents (53%) indicated they are “Very Interested” in having information on ways to improve energy efficiency made available on the website. In addition, 46% reported they are “Very Interested” in having information on rates made available and 45% are “Very Interested” in information on renewable energy. Respondents expressed the least interest in online reporting of service problems and information on TCL&P charitable activities, with 34% of respondents indicating “Not at all interested” with regard to each of these types of information.
Cross-tabulation analyses indicate there is a significant interaction between customer type and interest in six of the seven types of information. Results of these analyses are included in Section 3.0: Cross- Tabulations.
The final question in this series asked respondents if there were any other types of information they would like made available on the TCL&P website; fifty-four responses were recorded. All “Other” types of information suggested are included in Section 4: Additional Comments.
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2.6 Additional Services
Respondents were next asked how interested they would be in TCL&P offering a variety of additional services. The following tables and graphs display results.
Question 32. How interested would you be in Traverse City Light & Power offering the following additional services? Residential Commercial Overall 2007 2009 2007 2009 2007 2009 % (count) % (count) % (count) % (count) % (count) % (count)
Very 32.9% (100) 42.3% (142) 21.7% (30) 29.8% (67) 29.4% (130) 37.4% (210) Interested
Cable Somewhat 34.5% (105) 30.1% (101) 25.4% (35) 24.4% (55) 31.7% (140) 27.8% (156) Television Interested Not Interested 32.6% (99) 27.7% (93) 52.9% (73) 45.8% (103) 38.9% (172) 34.9% (196) At All
Very 27.6% (84) 36.9% (123) 18.0% (25) 28.1% (63) 24.6% (109) 33.3% (186) Interested Internet Billing/ Somewhat 25.7% (78) 22.5% (75) 28.1% (39) 32.6% (73) 26.4% (117) 26.7% (149) Account Interested Payment Not Interested 46.7% (142) 40.5% (135) 54.0% (75) 39.3% (88) 49.0% (217) 40.0% (223) At All
Very 27.3% (83) 40.8% (136) 12.4% (17) 33.6% (75) 22.7% (100) 37.9% (211) Interested
Internet Somewhat 29.6% (90) 27.6% (92) 35.0% (48) 29.1% (65) 31.3% (138) 28.4% (158) Service Interested Not Interested 43.1% (131) 31.5% (105) 52.6% (72) 37.2% (83) 46.0% (203) 33.8% (188) At All
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Graph 36. Interest in Additional Services
45% 40% 40% 37% 38% 35% 34% 35% 33% 28% 30% 28% 27% 25% 20% 15% 10% 5% 0% Cable Internet Billing Internet Service
Very Interested Somewhat Interested Not at all Interested
Interest levels were similar across all three potential services, with Internet and Cable Service receiving the highest percent of “Very Interested” responses (38% and 37%, respectively), and Internet Billing receiving the greatest number of “Not at all Interested” responses (40%).
Cross-tabulation analyses indicate there is a significant interaction between year and interest in all three services. Specifically, 2009 respondents were more likely to indicate they are “Very Interested” in TCL&P providing each service, while 2007 respondents were more likely to indicate “Somewhat Interested” or “Not at all Interested.” In addition, customer type significantly interacts with interest level in two of the three services (Cable and Internet Billing).
Results of these analyses are included in Section 3.0: Cross-Tabulations. Breakdown of “Very Interested” ratings by customer type follows:
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2.6.1 Summary of Residential Findings
With respect to each additional service, the percent of residential respondents indicating “Very Interested” follow, in descending order:
1. Cable Television (42.3%) 2. Internet Service (40.8%) 3. Internet Billing/Account Payment (36.9%)
2.6.2 Summary of Commercial Findings
With respect to each additional service, the percent of commercial respondents indicating “Very Interested” follow, in descending order:
1. Internet Service (33.6%) 2. Cable Television (29.8%) 3. Internet Billing/Account Payment (28.1%)
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2.7 Renewable Power
The next series of items assessed respondents’ support for TCL&P’s investment in renewable power sources. The following tables and graphs display results.
Question 33. In your opinion, should TCL&P invest in renewable power generation resources, such as wind and solar? Residential Commercial Overall 2007 2009 2007 2009 2007 2009 % (count) % (count) % (count) % (count) % (count) % (count) Yes 87.3% (269) 86.1% (291) 87.1% (122) 82.1% (183) 87.3% (391) 84.5% (475) No 2.9% (9) 5.6% (19) 2.9% (4) 9.9% (22) 2.9% (13) 7.3% (41) Uncertain 9.7% (30) 8.3% (28) 10.0% (14) 8.1% (18) 9.8% (44) 8.2% (46)
Graph 37. In your opinion, should TCL&P invest in renewable power generation resources, such as wind and solar? 100% 87% 90% 85% 80% 70% 60% 50% 40% 30% 20% 10% 8% 10% 3% 7% 0% Yes No Uncertain
2007 2009
The majority of respondents (85%) indicated they think TCL&P should invest in wind and solar. The variations highlighted by year are statistically significant. Specifically, 2009 respondents were more likely to indicate they do not support TCL&P’s investment in these resources, while 2007 respondents were more likely to indicate support or respond “Uncertain.”
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Question 34. Currently all available electricity produced by Light & Power’s windmill is purchased by L & P customers. Given this fact, would you support building additional windmills in this area? Residential Commercial Overall 2007 2009 2007 2009 2007 2009 % (count) % (count) % (count) % (count) % (count) % (count) Yes 84.1% (260) 84.6% (286) 78.4% (109) 82.7% (182) 82.4% (369) 83.9% (469) No 4.2% (13) 5.6% (19) 2.9% (4) 9.5% (21) 3.8% (17) 7.2% (40) Don’t Know 11.7% (36) 9.8% (33) 18.7% (26) 7.7% (17) 13.8% (62) 8.9% (50)
Graph 38. Currently all available electricity produced by TCL&P's windmill is purchased by TCL&P cutomers. Given this fact, would you support building additional windmills in this area? 90% 82% 84% 80% 75% 70%
60%
50%
40%
30% 17% 20% 14% 8% 9% 10% 4% 7% 0% Yes No Uncertain
2005 2007 2009
The majority of respondents (84%) indicated support for building additional windmills. Again, variations highlighted by year are statistically significant. 2009 respondents were more likely to respond “Yes” or “No,”, while 2007 respondents were more likely to indicate “Uncertain.”
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Question 35. An additional renewable power generation resource uses biomass to generate electricity through the burning of organic byproducts such as wood chips. In your opinion, should TCL&P invest in biomass facilities? Residential Commercial Overall 2007 2009 2007 2009 2007 2009 % (count) % (count) % (count) % (count) % (count) % (count) Yes 41.2% (126) 41.2% (139) 43.6% (61) 47.9% (104) 41.9% (187) 44.0% (244) No 16.0% (49) 20.5% (69) 17.9% (25) 17.5% (38) 16.6% (74) 19.3% (107) Uncertain 42.8% (131) 38.3% (129) 38.6% (54) 34.6% (75) 41.5% (185) 36.8% (204)
Graph 39. Another renewable power generation resource uses biomass to generate electricity through the burning of organic byproducts such as wood chips. In your opinion, should TCL&P invest in biomass facilities? 50%
45% 44% 42% 42% 40% 37% 35%
30%
25%
20% 19% 17% 15%
10%
5%
0% Yes No Uncertain 2007 2009
The single largest group of respondents (44%) indicated support for investment in biomass facilities, while approximately 37% indicated they are uncertain of their position on this issue. There is no statistical interaction between support for biomass facilities and year.
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The next question regarding renewable power generation assessed support for building more local power plants. The question read, “Light and Power is considering building 3-4 local renewable power plants, which use wood chips as fuel. These plants would be relatively small in size, fully enclosed, and likely be located in commercial areas. Each power plant would have a smokestack, which meets Federal and State emission standards, and would likely increase truck traffic in the immediate vicinity. The power plants would enable Traverse City Light & Power to provide more reliable local power rather than purchasing it from down state coal plants. How would you rate your level of support for this type of initiative?” The following table and graph display results.
Question 36. How would you rate your level of support for building 3-4 local renewable power plants? Residential Commercial Overall % (count) % (count) % (count) Very Supportive 32.0% (108) 32.7% (73) 32.4% (182) Somewhat Supportive 26.7% (90) 33.2% (74) 29.2% (164) Undecided 30.6% (103) 26.0% (58) 28.7% (161) Somewhat Unsupportive 3.6% (12) 3.1% (7) 3.4% (19) Very Unsupportive 7.1% (24) 4.9% (11) 6.2% (35)
Graph 40. How would you rate your level of support for building 3-4 small local power plants? 35% 32% 29% 30% 29%
25%
20%
15%
10% 6% 5% 3%
0% Very Supportive Somewhat Undecided Somewhat Very Supportive Unsupportive Unsupportive
The majority of respondents (62%) indicated some level of support, while 29% indicated “Undecided.”
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2.8 Future Rate Increase Spending Priorities
2.8.1 Burying power lines
Due to ongoing conversations about the value of burying power lines, respondents were asked about their willingness to pay an additional $20 a month for 10 years in order to fund a 10-year program to bury power lines. The following tables and graphs display results.
Question 37. Would you be willing to pay an additional $20 per month for 10 years to fund a 10-year program to bury power lines? Residential Commercial Overall % (count) % (count) % (count) Yes 24.1% (81) 37.0% (81) 29.1% (162) No 53.6% (180) 39.3% (86) 48.0% (267) Uncertain 22.3% (75) 23.7% (52) 22.8% (127)
Graph 41. Would you be willing Graph 42. Would you be willing to pay an additional $20 a month to pay an additional $20 a month for 10 years to fund a 10-year for 10 years to fund a 10-year program to bury power lines? program to buyer power lines? 60% 60% 54% 48% 50% 50%
39% 40% 40% 37%
29% 30% 24% 24% 30% 23% 22% 20% 20% 10%
10% 0% Yes No Uncertain 0% Yes No Uncertain Residential Commercial
Overall, 48% of respondents indicated they would not be willing to pay an additional fee to fund a 10- year program to bury power lines underground, while 29% indicated they would be willing to pay and 23% were uncertain.
Variations highlighted by customer type are statistically significant. Commercial customers were more likely to indicate they are uncertain or would be willing to pay, while residential customers were more likely to indicate they would not be willing to pay.
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2.8.2 Assessing Rate Increase Priorities
In a new section of the survey, respondents were asked to prioritize various initiatives that would increase electric rates. The series was introduced with the following statement, “There are a lot of factors involved when determining when to increase electric rates. How would you prioritize the following projects as justification for additional rate increases?” Each issue is discussed in turn.
Question 38a. Rate increase priorities: Burying power lines underground Residential Commercial Overall % (count) % (count) % (count) High Priority 10.8% (36) 25.1% (56) 16.5% (92) Medium Priority 37.0% (123) 39.9% (89) 38.3% (213) Low Priority 52.1% (173) 35.0% (78) 45.1% (251)
Question 38b. Rate increase priorities: Investing in additional coal plants Residential Commercial Overall % (count) % (count) % (count) High Priority 7.4% (24) 5.5% (12) 6.6% (36) Medium Priority 27.5% (89) 30.5% (67) 28.8% (157) Low Priority 65.1% (211) 64.1% (141) 64.6% (352)
Question 38c. Rate increase priorities: Investing in renewable energy including wind and solar Residential Commercial Overall % (count) % (count) % (count) High Priority 75.1% (251) 66.4% (148) 71.7% (400) Medium Priority 18.6% (62) 23.8% (53) 20.6% (115) Low Priority 6.3% (21) 9.9% (22) 7.7% (43)
Question 38d. Rate increase priorities: Investing in renewable biomass energy Residential Commercial Overall % (count) % (count) % (count) High Priority 34.3% (112) 38.2% (84) 35.9% (197) Medium Priority 43.7% (143) 41.4% (91) 42.7% (234) Low Priority 22.0% (72) 20.5% (45) 21.4% (117)
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Question 38e. Rate increase priorities: Energy efficiency incentives or rebates Residential Commercial Overall % (count) % (count) % (count) High Priority 68.9% (230) 74.9% (167) 71.3% (398) Medium Priority 21.9% (73) 18.8% (42) 20.6% (115) Low Priority 9.3% (31) 6.3% (14) 8.1% (45)
Graph 43. How would you prioritize the following projects as justification for additional rate increases? 80% 72% 71% 70% 65%
60%
50% 45% 43% 38% 40% 36% 30% 29% 21% 21% 21% 20% 17%
10% 7% 8% 8%
0% Burying power Investing in Investing in Investing in Energy efficiency lines additional coal renewable solar and renewable biomass incentives plants wind High Priority Medium Priority Low Priority
Customers were first asked to prioritize burying power lines. The single largest group of respondents (45%) assigned a “Low Priority,” followed by 38% indicating “Medium Priority.” There is a significant statistical interaction by customer type; specifically, commercial customers were more likely to indicate “High Priority” or “Medium Priority,” while residential customers were more likely to indicate “Low Priority.”
When asked to prioritize building additional coal plants, the majority of respondents (65%) rated this project a “Low Priority.” With regard to investing in renewable energy, the majority of respondents (72%) rated this project a “High Priority.”
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When asked to prioritize investing in renewable biomass energy, the single largest group of respondents (43%) rated this project a “Medium Priority.” When asked to prioritize providing energy efficiency incentives to homes and businesses, the single largest group of respondents (71%) rated this project a “High Priority.”
The final question in this series asked respondents to indicate which initiative is their top priority. The following table and graph display results.
Question 39. Of the possible rate increase initiatives, which would you say is your top priority? Residential Commercial Overall % (count) % (count) % (count) Investing in renewable energy including 62.9% (205) 48.6% (102) 57.2% (307) solar and wind energy Providing energy efficiency incentives or 24.2% (79) 31.9% (67) 27.4% (147) rebates Investing in renewable biomass energy 7.7% (25) 12.9% (27) 9.7% (52) Investing in additional coal plants 3.4% (11) 2.4% (5) 3.0% (16) Burying power lines underground 1.8% (6) 4.3% (9) 2.8% (15)
Graph 44. Which of these would you say is your top priority?
70%
60% 57%
50%
40%
30% 27%
20% 10% 10% 3% 3% 0% Investing in Energy efficiency Investing in Investing in Burying power renewable solar incentives renewable biomass additional coal lines and wind plants
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The majority of respondents (57%) rated “Investing in renewable solar and wind power” their top priority, while 27% identified “Energy efficiency incentives” as a top priority. This variable significantly interacts with customer type. Specifically, residential customers were more likely to identify “Investing in renewable solar and wind energy” as their top priority, while commercial customers were more likely to identify “Burying power lines,” Investing in renewable biomass energy” or “Providing energy efficiency incentives.”
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2.9 Community Presence and Image
Question 40 asked respondents, if, in addition to providing electricity, they are aware of any way in which TCL&P contributes to the community. The following table and graph display results.
Question 40. In addition to providing electricity, are you aware of any way in which TCL&P contributes to the community? Residential Commercial Overall 2007 2009 2007 2009 2007 2009 % (count) % (count) % (count) % (count) % (count) % (count) Tree planting/seedlings 17.3% (53) 10.4% (35) 15.7% (22) 12.5% (28) 16.8% (75) 11.2% (63) Christmas tree drop- 5.2% (16) 4.7% (16) 5.0% (7) 4.9% (11) 5.1% (23) 4.8% (27) off/disposal Christmas tree lights - 2.6% (8) 1.8% (6) 7.1% (10) 6.7% (15) 4.0% (18) 3.7% (21) Downtown Science kits/programs for 3.3% (10) 0.9% (3) 1.4% (2) 0.9% (2) 2.7% (12) 0.9% (5) schools Cherry Festival 4.2% (13) 5.9% (20) 3.6% (5) 3.6% (8) 4.0% (18) 5.0% (28) T.A.R.T. Trail 0.0% (0) 1.5% (5) 0.7% (1) 0.4% (1) 0.2% (1) 1.1% (6) Support of community 13.7% (42) 8.0% (27) 4.3% (6) 14.7% (33) 10.7% (48) 10.8% (61) projects 66.8% 72.2% 72.1% 62.1% 68.5% 68.0% I can’t recall/don’t know (205) (244) (101) (139) (306) (383) Other 5.9% (18) 6.8% (23) 8.6% (12) 7.1% (16) 6.7% (30) 6.9% (39)
Graph 45. Are you aware of any way in which TCL&P contributes to the community?* 80% 69% 68% 70% 60% 50% 40% 30% 20% 17% 11% 11% 11% 10% 7% 7% 4% 4% 4% 5% 5% 5% 0% 1% 3% 1% 0% Can't recall Tree Support of Other Cherry Xmas tree Downtown T.A.R.T. School planting comm Festival drop-off Xmas Trail science projects Lights programs 2007 2009
*Note: Because respondents were able to cite more than one activity, total may be greater than 100%
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Respondents most frequently cited “Tree planting/seedling giveaway” (11.2%), followed by references to support of community projects (10.8%). Approximately two-thirds (68%) of respondents, overall, reported they could not recall, or did not know, other ways in which TCL&P contributes to the community. Approximately 7% of respondents listed “Other” contributions, which are included in Section 4.0: Additional Comments.
Finally, respondents were asked to how they would rate TCL&P’s image within the community. The following table and graph display results.
Question 41. How would you rate TCL&P’s image within the community? Residential Commercial Overall 2007 2009 2007 2009 2007 2009 % (count) % (count) % (count) % (count) % (count) % (count) Very Positive 39.6% (120) 38.4% (128) 28.6% (38) 32.3% (72) 36.2% (158) 36.1% (201) Somewhat Positive 38.3% (116) 38.1% (127) 43.6% (58) 43.9% (98) 39.9% (174) 40.4% (225) Neutral 20.1% (61) 20.1% (67) 26.3% (35) 21.1% (47) 22.0% (96) 20.5% (114) Somewhat Negative 1.7% (5) 3.0% (10) 0.8% (1) 2.7% (6) 1.4% (6) 2.9% (16) Very Negative 0.3% (1) 0.3% (1) 0.8% (1) 0.0% (0) 0.5% (2) 0.2% (1)
Graph 46. How would you rate TCL&P's image within the community?
45% 41% 40% 40% 40% 37% 36% 36% 35% 30%
25% 22% 20% 21% 20% 15% 10%
5% 1% 1% 3% 1% 1% 0% 0% Very Positive Somewhat Positive Neutral Somewhat Negative Very Negative
2005 2007 2009
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The majority of respondents (77%) rated TCL&P’s image within the community “Very Positive” or “Somewhat Positive.” An additional 21% of respondents rated TCL&P’s image “Neutral,” and approximately 3% rated TCL&P’s image negatively.
There was no significant interaction between year and ratings of TCL&P’s image. Nor was there a significant interaction with customer type and perception of community image for 2009 respondents.
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3.0 CROSS-TABULATIONS
A series of cross-tabulation analyses was conducted for the purpose of further exploring the data. Chi- square analyses, which compare obtained frequencies with expected frequencies, identify significant findings. It should be noted that all references to “more likely” and “less likely” reference statistical likelihood in terms of what would be expected, not direct comparisons with other respondent groups. Following are the significant results of these analyses:
2007 – 2009
-A cross-tabulation was conducted between “How would you rate TCL&P on providing electricity at low cost?” and year. 2009 respondents were more likely to rate TCL&P “Excellent” or “Above Average,” while 2007 respondents were more likely to assign an “Average,” “Below Average,” or “Poor” rating.
-A cross-tabulation was conducted between “How would you rate TCL&P on providing reliable electric service?” and year. 2009 respondents were more likely to rate TCL&P “Excellent,” while 2007 respondents were more likely to assign an “Above Average,” “Average,” or “Below Average” rating.
-A cross-tabulation was conducted between “How would you rate TCL&P on responsiveness to restoring power after outages?” and year. 2009 respondents were more likely to rate TCL&P “Excellent” or “Above Average,” while 2007 respondents were more likely to assign an “Average” or “Below Average” rating.
-A cross-tabulation was conducted between “How would you rate TCL&P on providing grants to local non-profits organizations…?” and year. 2009 respondents were more likely to rate TCL&P “Above Average,” while 2007 respondents were more likely to assign an “Average,” “Below Average” rating.
-A cross-tabulation was conducted between “If you have had contact with a TCL&P customer service representative within the past year, either on the phone or in the office, how satisfied were you with the outcome of this most recent contact?” and year. 2009 respondents were more likely to indicate “Very Satisfied, while 2007 respondents were more likely to indicate “Satisfied” or “Undecided.”
-A cross-tabulation was conducted between “If you have had contact with a TCL&P field representative within the past year, how satisfied were you with the outcome of this most recent contact?” and year. 2009 respondents were more likely to indicate “Very Satisfied, while 2007 respondents were more likely to indicate “Satisfied” or “Dissatisfied.”
-A cross-tabulation was conducted between “Have you seen any advertisements about TCL&P within the last year on television?” and year. 2009 respondents were more likely to indicate “No,” while 2007 respondents were more likely to indicate “Yes” or “Uncertain.”
-A cross-tabulation was conducted between “Have you heard any advertisements about TCL&P within the last year on the radio?” and year. 2009 respondents were more likely to indicate “Yes” or “No,” while 2007 respondents were more likely to indicate “Uncertain.”
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-A cross-tabulation was conducted between “Have you seen any advertisements about TCL&P within the last year in the newspaper?” and year. 2009 respondents were more likely to indicate “Yes,” while 2007 respondents were more likely to indicate “No” or “Uncertain.”
-A cross-tabulation was conducted between “What is your primary source of local news?” and year. 2009 respondents were more likely to indicate “Internet,” while 2007 respondents were more likely to indicate “Television” or “Radio.”
-A cross-tabulation was conducted between “What is the best way for TCL&P to successfully communicate information to you?” and year. 2009 respondents were more likely to indicate “Record Eagle,” “Newsletter, separate from bill,” “Internet,” or “E-mail,” while 2007 respondents were more likely to indicate “Television,” “Bill Insert,” or “Direct Mail, separate from bill.”
-A cross-tabulation was conducted between “Have you visited the TCL&P website?” and year. 2009 respondents were more likely to indicate “Yes,” while 2007 respondents were more likely to indicate “No.”
-A cross-tabulation was conducted between “How interested would you be in TCL&P offering Cable Television?” and year. 2009 respondents were more likely to indicate “Very Interested,” while 2007 respondents were more likely to indicate “Somewhat Interested” or “Not At All Interested.”
-A cross-tabulation was conducted between “How interested would you be in TCL&P offering Internet Billing/Account Payment?” and year. 2009 respondents were more likely to indicate “Very Interested,” while 2007 respondents were more likely to indicate “Not At All Interested.”
-A cross-tabulation was conducted between “How interested would you be in TCL&P offering Internet Service?” and year. 2009 respondents were more likely to indicate “Very Interested,” while 2007 respondents were more likely to indicate “Somewhat Interested” or “Not At All Interested.”
-A cross-tabulation was conducted between “In your opinion, should TCL&P invest in renewable power generation resources, such as wind and solar?” and year. 2009 respondents were more likely to indicate “No,” while 2007 respondents were more likely to indicate “Yes” or “Uncertain.”
-A cross-tabulation was conducted between “…would you support building additional windmills in this area?” and year. 2009 respondents were more likely to indicate “Yes” or “No,” while 2007 respondents were more likely to indicate “Uncertain.”
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Residential – Commercial
Residential customers, more likely to: - Rate TCL&P “Excellent” on providing electricity at low cost - Indicate have not seen a TCL&P ad on television in the last year, or “Uncertain” - Indicate have not heard a TCL&P ad on the radio in the last year, or “Uncertain” - Cite “Television” or “Internet” as primary source of local news - Indicate most often watch television in the “Afternoon" or “Throughout the day” - Cite The Zone, WIAA-FM, or The Bear as radio station listened to most often, or indicate “Do not listen to the radio at all” - Indicate most often listen to radio in the “Morning" or “Afternoon” - Cite Yahoo.com as web site visited most often, or indicate “Do not regularly visit web sites” - Indicate “Always” or “Often” read TCL&P bill inserts - Cite “Not interested” as reason for “Never” reading TCL&P bill inserts - Indicate “Very Interested” or “Not at all Interested” in Information on TCL&P Projects being made available on the web site - Indicate “Somewhat Interested” or “Not at all Interested” in Information on Rates being made available on the web site - Indicate “Not at all Interested” in Online Reporting of Service Problems being made available on the web site - Indicate “Very Interested” or “Not at all Interested” in Information of Energy News and Issues being made available on the web site - Indicate “Very Interested” or “Not at all Interested” in Information on Renewable Energy being made available on the web site - Indicate “Not at all Interested” in Information on Ways to Improve Efficiency in Home/Business being made available on the web site - Indicate “Very Interested” or “Somewhat Interested” in TCL&P providing cable service - Indicate “Very Interested” or “Not at all Interested” in TCL&P providing Internet Billing/Account Payment - Indicate not willing to pay additional $20 per month for 10 years to fund a 10-year program to bury power lines - Rate burying power lines a “Low Priority” - When considering projects as justification for additional rate increases, identify Investing in renewable energy, including solar and wind as a top priority
Commercial customers, more likely to: - Rate TCL&P “Average” on providing electricity at low cost - Indicate have seen a TCL&P ad on television in the last year - Indicate have heard a TCL&P ad on the radio in the last year - Cite “Newspaper” or “Radio” as primary source of local news - Indicate most often watch television in the “Morning" or “Evening” - Cite WTCM-AM, WTCM-FM, or WIPR-Interlochen as radio station listened to most often - Indicate most often listen to radio “Throughout the day” - Cite Google.com, MSNBC.com or FoxNews.com as web sites visited most often - Indicate “Occasionally” or “Never” read TCL&P bill inserts - Cite “No time” as reason for “Never” reading TCL&P bill inserts
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- Indicate “Somewhat Interested” in Information on TCL&P Projects being made available on the web site - Indicate “Very Interested” in Information on Rates being made available on the web site - Indicate “Very Interested” or “Somewhat Interested” in Online Reporting of Service Problems being made available on the web site - Indicate “Somewhat Interested” in Information of Energy News and Issues being made available on the web site - Indicate “Somewhat Interested” in Information on Renewable Energy being made available on the web site - Indicate “Very Interested” or “Somewhat Interested” in Information on Ways to Improve Efficiency in Home/Business being made available on the web site - Indicate “Not at all Interested” in TCL&P providing cable service - Indicate “Somewhat Interested” in TCL&P providing Internet Billing/Account Payment - Indicate willing to pay additional $20 per month for 10 years to fund a 10-year program to bury power lines - Rate burying power lines a “High Priority” or “Medium Priority” - When considering projects as justification for additional rate increases, identify Burying power lines underground, Investing in renewable biomass energy, or Providing incentives as a top priority- - Cite “Christmas tree lights - downtown” as additional service to community - Cite “Support of community projects” as additional service to community
Overall Satisfaction with Traverse City Light & Power
Very Satisfied, more likely to: - Rate TCL&P “Excellent” or “Above Average” on providing electricity at low cost - Rate TCL&P “Excellent” on providing reliable electrical service - Rate TCL&P “Excellent” on responsiveness to restoring power after outages - Rate TCL&P “Excellent” on providing grants to local non-profit organizations or indicate “Don’t Know” - Indicate “Very Satisfied” with outcome of most recent customer service representative contact - Indicate “Very Satisfied” with outcome of most recent field representative contact - Cite “7 & 4 (NBC)” or “Fox 33” as most often watched television channel - Cite “Record Eagle (Newspaper)” or “Bill Insert” as best way for TCL&P to communicate information - Indicate “Always” read TCL&P bill inserts
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Satisfied, more likely to: - Rate TCL&P “Average” or “Below Average” on providing electricity at low cost or indicate “Don’t Know” - Rate TCL&P “Above Average” or “Average” on providing reliable electrical service - Rate TCL&P “Above Average” or “Average” on responsiveness to restoring power after outages - Rate TCL&P “Above Average,” “Average” or “Below Average” on providing grants to local non- profit organizations - Indicate “Satisfied,” “Undecided,” or “Dissatisfied” with respect to outcome of most recent customer service representative contact or indicate “No Contact” - Indicate “Satisfied” or “Undecided” with respect to the outcome of most recent field representative contact, or indicate “No contact” - Cite “9 & 10 (CBS)” or “Other/Cable TV” as most often watched television channel - Cite “Television,” “Direct Mail, separate from bill” or “Radio” as best way for TCL&P to communicate information - Indicate “Occasionally” or “Never” read TCL&P bill inserts
Undecided, more likely to: - Rate TCL&P “Average” on providing electricity at low cost - Indicate “Don’t Know” how to rate TCL&P with regard to providing reliable electrical service - Rate TCL&P “Average” on responsiveness to restoring power after outages or indicate “Don’t Know” - Indicate “Don’t Know” how to rate TCL&P on providing grants to local non-profit organizations - Indicate “Undecided” or “Dissatisfied” with the outcome of most recent customer service representative contact - Cite “29 & 8 (ABC)” or “Other/Cable TV” as most often watched television channels - Indicate “Often” or “Never” read TCL&P bill inserts
Dissatisfied, more likely to: - Rate TCL&P “Above Average” on providing reliable electric service - Rate TCL&P “Average” on responsiveness to restoring power after outages - Indicate “Very Dissatisfied” with outcome of most recent customer service representative contact
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Age
18-24 years, more likely to: - Cite the Internet as primary source of local news - Indicate most often listen to the following radio stations: The Bear (98.1 FM), WKLT Double-Rock (97.5/98.9 FM), WTCM-FM (103.5) or The Zone (95.5 FM) - Indicate most often visit www.google.com on the Internet - Cite “Radio” as the best way for TCL&P to communicate with them - Report “Always” read TCL&P bill inserts - Report “Very Interested” in seeing information about rates on TCL&P website - Report “Very Interested” or “Somewhat Interested” in online reporting of service problems - Indicate “Somewhat Interested” in seeing information about energy news and issues on TCL&P website - Indicate “Somewhat Interested” in seeing information about renewable energy on TCL&P website - Indicate “Somewhat Interested” in seeing information about ways to improve the energy efficiency of home or business on TCL&P website - Report burying power lines is a “Low Priority” - Report “Don’t Know/Cannot Recall” ways in which TCL&P contributes to the community - Have been a TCL&P customer for less than one year or 1-5 years
25-34 years, more likely to: - Cite the radio or Internet as primary source of local news - Indicate the local newspaper or magazine most often read is Northern Express - Indicate usually watch television in the evening - Indicate most often listen to the following radio stations: 106 KHQ (105.9 FM), The Breeze (WJZQ 92.9 FM), WKLT Double-Rock (97.5/98.9 FM) or The Zone (95.5 FM) - Indicate most often visit the following web sites: www.google.com, www.yahoo.com, or www.record-eagle.com - Cite “Internet,” “Direct Mail, separate from your bill,” or “E-Mail” as the best way for TCL&P to communicate with them - Report “Often” or “Never” read TCL&P bill inserts - Indicate have visited TCL&P website - Report “Very Interested” in seeing information about rates on TCL&P website - Report “Very Interested” or “Somewhat Interested” in online reporting of service problems - Indicate “Somewhat Interested” in seeing information about energy news and issues on TCL&P website - Indicate “Very Interested” in seeing information about renewable energy on TCL&P website - Indicate “Very Interested” in seeing information about ways to improve the energy efficiency of home or business on TCL&P website - Indicate “Very Interested” or “Somewhat Interested” in seeing information about TCL&P’s charitable activities on website - Indicate “Very Interested” in TCL&P offering Internet billing/Account payment - Indicate “Very Interested” in TCL&P offering Internet Service - Report burying power lines is a “Low Priority” - Report “Don’t Know/Cannot Recall” ways in which TCL&P contributes to the community - Have been a TCL&P customer for less than one year, 1-5 years or 6-10 years - Indicate residential customer
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35-44 years, more likely to: - Cite the radio or Internet as primary source of local news - Indicate usually watch television in the morning - Indicate most often listen to the following radio stations: Lite 96 (96.3 FM), 106 KHQ (105.9 FM), The Breeze (WJZQ 92.9 FM), WKLT Double-Rock (97.5/98.9 FM) or a radio station not listed - Indicate most often visit the following web sites: www.google.com, www.msnbc.com, www.yahoo.com, www.charter.net, or a website not listed - Cite “Internet” or “E-Mail” as the best way for TCL&P to communicate with them - Report “Occasionally” or “Never” read TCL&P bill inserts - Indicate have visited TCL&P website - Report “Very Interested” in seeing information about rates on TCL&P website - Report “Very Interested” in online reporting of service problems - Indicate “Somewhat Interested” in seeing information about energy news and issues on TCL&P website - Indicate “Somewhat Interested” in seeing information about renewable energy on TCL&P website - Indicate “Somewhat Interested” in seeing information about ways to improve the energy efficiency of home or business on TCL&P website - Indicate “Somewhat Interested” in seeing information about TCL&P’s charitable activities on website - Indicate “Very Interested” or “Somewhat Interested” in TCL&P offering Internet billing/Account payment - Indicate “Very Interested” or “Somewhat Interested” in TCL&P offering Internet Service - Report burying power lines is a “Low Priority” - Have been a TCL&P customer for 1-5 years or 6-10 years - Indicate commercial customer
45-54 years, more likely to: - Indicate the radio or Internet is primary source of local news - Indicate the local newspaper or magazine most often read is Traverse City Record Eagle - Indicate usually watch television in the evening - Indicate most often listen to the following radio stations: The Fox (WCDFX 94.3, WDFX 92.5 FM), WTCM-AM (580), WTCM-FM (103.5), WKLT Double-Rock (97.5/98.9 FM), The Zone (95.5 FM), or WLJN-FM (89.9 FM & 1400 AM) - Indicate most often visit the following web sites: www.msnbc.com, www.yahoo.com, www.foxnews.com, or a website not listed - Cite “Bill Insert” or Record Eagle as the best way for TCL&P to communicate with them - Report “Never” read TCL&P bill inserts - Indicate that have visited TCL&P website - Report “Somewhat Interested” in seeing information about rates on TCL&P website - Report “Very Interested” or “Somewhat Interested” in online reporting of service problems - Indicate “Very Interested” or “Somewhat Interested” in seeing information about energy news and issues on TCL&P website - Indicate “Very Interested” or “Somewhat Interested” in seeing information about renewable energy on TCL&P website - Indicate “Very Interested” or “Somewhat Interested” in seeing information about ways to improve the energy efficiency of home or business on TCL&P website
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- Indicate “Very Interested” or “Somewhat Interested” in seeing information about TCL&P’s charitable activities on website - Indicate “Very Interested” or “Somewhat Interested” in TCL&P offering Internet billing/Account payment - Indicate “Very Interested” or “Somewhat Interested” in TCL&P offering Internet Service - Report burying power lines is a “Medium Priority” - Indicate awareness of TCL&P tree plantings/seedlings activities - Have been a TCL&P customer for 6-10 years - Indicate commercial customer
55-64 years, more likely: - Cite the newspaper as primary source of local news - Indicate the local newspaper or magazine most often read is Traverse City Record Eagle or Traverse, The Magazine - Indicate usually watch television in the morning or afternoon - Indicate most often listen to the following radio stations: WIAAA-FM (88.7 Interlochen) Music, (WIPR-FM 91.5) Interlochen News, WNMC (90.7 FM), WCCW-FM (Oldies 107.5), You-FM (formerly WSRT-FM 106.7 FM), or a radio station not listed - Indicate most often visit the following web sites: www.google.com, www.aol.com, or a website not listed - Cite “Bill Insert” or “Television” as the best way for TCL&P to communicate with them - Report “Always” read TCL&P bill inserts - Indicate have not visited TCL&P website - Report “Very Interested” in seeing information about rates on TCL&P website - Report “Very Interested” in online reporting of service problems - Indicate “Very Interested” in seeing information about energy news and issues on TCL&P website - Indicate “Very Interested” in seeing information about renewable energy on TCL&P website - Indicate “Very Interested” or “Not at all Interested” in seeing information about ways to improve the energy efficiency of home or business on TCL&P website - Indicate “Somewhat Interested” or “Not at all Interested” in TCL&P offering Internet billing/Account payment - Indicate “Somewhat Interested” in TCL&P offering Internet Service - Report burying power lines is a “High Priority” - Indicate awareness of TCL&P tree plantings/seedlings activities - Name an “Other” way in which TCL&P contributes to the community - Have been a TCL&P customer for more than 10 years - Indicate commercial customer
65 years or older, more likely to: - Cite the newspaper or television as primary source of local news - Indicate most often read the Traverse City Record Eagle, read a publication not listed, or indicate “do not regularly read a local newspaper or magazine.” - Indicate usually watch television throughout the day - Indicate most often listen to the following radio stations: WIAAA-FM (88.7 Interlochen) Music, WTCM-AM (580), WLJN-FM (89.9 FM & 1400 AM), WCCW-FM (Oldies 107.5), or do not regularly listen to the radio
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- Indicate do not regularly visit websites or do not use them at all - Cite “Newsletter, separate from your bill,” “Television,” “Record Eagle” or “Other” is the best way for TCL&P to communicate with them - Report “Always” or “Often” read TCL&P bill inserts - Indicate have not visited TCL&P website - Report “Not at all Interested” in seeing information about rates on TCL&P website - Report “Not at all Interested” in online reporting of service problems - Indicate “Not at all Interested” in seeing information about energy news and issues on TCL&P website - Indicate “Not at all Interested” in seeing information about renewable energy on TCL&P website - Indicate “Not at all Interested” in seeing information about ways to improve the energy efficiency of home or business on TCL&P website - Indicate “Not at all Interested” in seeing information about TCL&P’s charitable activities on website - Indicate “Not at all Interested” in TCL&P offering Internet billing/Account payment - Indicate “Not at all Interested” in TCL&P offering Internet Service - Report burying power lines is a “Medium Priority” - Report “Don’t Know/Cannot Recall” ways in which TCL&P contributes to the community - Have been a TCL&P customer for more than 10 years - Indicate residential customer
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4.0 ADDITIONAL COMMENTS
It should be noted that individual comments are generally unique to the responding customer, and, as such, should not be generalized to the customer population.
4.1 ―Other‖ Responses
13. Customer Service: What is the primary reason you were dissatisfied?
Residential After repeated calls they finally came out and took care of it. All of the above. I dropped off the bill in the box and it was never received. The process of talking to the representative was uncomfortable and I was accused of something that was not my fault. They were going to turn off the power in the condo and did not give us enough time to prepare. There are 18 units here.
Commercial I sent an email requesting to get on windmill power and got an email back that was very vague and didn't answer my question. My second email got no response at all. Problem was finally resolved.
16. With what type of field representative did you have contact?
Residential She was actually a meter investigator. My meter wasn't working right and she came to my door demanding $800 dollars and was very rude to me.
17. Field Representative: What is the primary reason you were dissatisfied?
Commercial Problem was finally resolved.
20. What is your primary source of local news?
Residential All sources (2) None TV and Newspaper Word of Mouth
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Commercial All sources (4) None TV, Radio, Internet Word of Mouth
21. Which local newspaper or magazine do you read most often?
Residential Commercial Grand Traverse Insider (4) Cadillac Evening News (2) Leelanau Enterprise (2) Grand Traverse Insider (2) Cadillac Evening News Leelanau Enterprise (2) Online News Kalkaska Leader Taste of Home Benzie Record Patriot None Wall Street Journal None
22. Which television channel do you watch most often?
Residential PBS (11) CNN (7) CNBC Fox News (6) HBO & other movie channels Discovery Channel (5) History Channel ESPN (5) Investment Channel HGTV (3) Lifetime Channel MSNBC (3) Spike TV Weather Channel (3) Split between 7&4 & 9&10 TNT or USA (2) TBN Channel 126 TBS Channel 22 The Cartoon Network Channel 59 TV Land Channel 8 in Grand Rapids VH1 Classic Movies
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Commercial Discovery Channel (6) Comedy Central (2) CNN (4) Channel 18 ESPN (3) Channel 128 Fox News (3) C-Span 2 History Channel (3) Cooking Channel HGTV (3) MSNBC CNBC (2) Science Channel Fox Sports Detroit (2) Speed Network Golf Channel (2) TNT PBS (2) USA
24. Which radio station do you listen to most often?
Residential XM Satellite Radio (2) 96.7 FM 106.3 FM Country 107.5 FM ESPN 580 AM ESPN Sports Radio 88.1 Christian Radio Talk Radio 89.3 FM WKHQ 94.9 FM
Commercial Satellite Radio (5) 94.3 FM XM Satellite Radio (3) 94.9 FM Sirius Satellite Radio (2) Florida Station WKHQ (2) WaTT 105.9 WKHQ (2) WKPK 106.7 FM
25. What time of day do you usually listen to the radio?
Residential Occasionally
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26. Which web site do you visit most often?
Residential Bank/Credit Union (6) Huffington Post Weather Websites (3) Investments www.cnn.com (3) Light Cooking Websites www.facebook.com (3) marble.com & npr.org www.nytimes.com (3) National Weather Service www.drudgereport.com (2) News Websites www.firefox.com (2) www.artistsnorth.com www.hotmail.com (2) www.clustergame.com www.msn.com (2) www.craigslist.com www.myspace.com (2) www.credit.creditplus.com www.taar.com (2) www.earthlink.com www.youtube.com (2) www.foster&smithpetsupply.com AT&T www.intelacast.com Bloomberg Financial Research and www.merrittspeedway.com News www.MyNorth.com CA Robinson Worldwide www.Myway.com Career Builder www.nmc.edu Christian Science Monitor www.Plumblineministries.com Email Account www.pogo.com Financial Websites www.roadrunner.com Genealogy Websites www.umich.edu www.yahoo.com www.zoocam.com
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Commercial www.msn.com (10) Weather Websites www.cnn.com (2) www.cherrycreekstudios.com www.drudgereport.com (2) www.cityoperahouse.org www.facebook.com (2) www.DowntownTC.com Accu-weather www.Encorewinds.org Bank/Credit Union www.espn.com Breast Cancer Website www.Homesteadingtoday.com CDW (Computer Discount www.lds.org Warehouse) www.northernexpress.com Huffington Post www.npr.org Internet Explorer www.silvertreedeli.com Lincoln Financial www.snoops.com Own Website www.spaceweather.com TBAYS or North Storm www.Statefarm.com TC Realtors www.stateofmichigan.gov The Weather Channel www.traversecitychiro.com Travel Website www.traversehomes.com USA Today www.Yarnharlots.com
27. What is the best way for Traverse City Light & Power to successfully communicate information to you?
Residential Phone/Voicemail (4) There is no reason for them to communicate to me. They are in the electric business not the communication business.
29. Why don’t you read TCL&P bill inserts?
Residential Bills paid electronically (2) Commercial New customer (2) I don’t know I get bill inserts in everything All of the above Too much junk mail
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31. How would you rate your interest level in each of the following types of information that could be made available on the website? Is there anything else that was not listed in which you would be interested?
Residential Online bill payment (8) No computer/Internet access (6) Online bill statement/usage history (3) Rate comparisons (2) A broader spectrum of energy issues throughout the state would be interesting; what other companies are doing. A place to make a suggestion A place to report problems Anything "Green" Employment opportunities Energy efficiency Evaluate energy use in my home Expanding coverage into rural areas information How much electricity the windmill is producing in real time How TCL&P makes tree trimming decisions How to pay your bill I am concerned that they are taking out trees up on the hill to put power lines up and I would like more information about why that is necessary. I would like to see rate comparisons with other City's of comparable size. I would like to know how much is saved by each of the efficiency suggestions. If there was a public forum, it would be nice if they would report that on website. Information on grants available and classes Information on TCL&P's coverage area would be interesting Meter reading New energy legislation Personally interested in legislation to trade in old non-efficient appliances Post outages and how long before service is returned Rate formulas and rate comparisons Some information on home solar or wind energy would be interesting, such as how to do it and how to connect to TCL&P. Some technical information on possible upgrading service or how-to-do things might be helpful. Speed of connecting with a person when there is a problem TCL&P and renewable energy plans Traverse City dams Unbiased information on renewable energy Usage rates, water/sewer information, etc.
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What do we do with the new light bulbs when they are burned out. I am on oxygen and limited to doing errands. I know they aren't to be put in our garbage. Wind power
Commercial Line burial Rate calculator Remind people of all the things they do for us TCL&P has their billing systems goofed up. I am awaiting outcome. They should provide a place with linkages to companies who provide alternative energy like wind or solar to save energy. Useful information about how to get wind power Water
40. In addition to providing electricity, are you aware of any way in which Traverse City Light & Power contributes to the community?
Residential Coupons for light bulbs in bill inserts (3) Grants (3) Charitable donations (2) Low income and elderly bill assistance (2) Boardman river concerts, too much of the funds went to the PR firm. It should have been an annual event. Charitable contributions which I disagree with Cleaned up the open space Commission on Aging Compost giveaway...earth day Contribute money to the City's general fund. I think they do grants and charitable donations Light bulb coupons and earth day sponsor Low income incentives Public service Recycling information Scholarships Senior discount
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Commercial Grants (2) Low income and elderly bill assistance (2) Bail out the City from time to time Big Brothers & Big Sisters Coupons for light bulbs in bill inserts Good at communicating information to the public Grants and educational programs I am aware they are a community supporter but I can't name any in particular. I know about their charitable works and the ways they contribute to the community. I feel they should stick to generating electricity and keep rates low as possible and forget the charitable works. I know there is a buying group for customers to get discounts. I know they do contribute to the community but I don't think they should. Keeping rates low They provide energy-efficiency grants.
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4.2 General Comments
Billing and Cost
Residential I had a problem being able to pay my bill on time so I called them to ask about setting up a payment plan. They told me that they would not do that and the man was very rude to me. He told me if I can't make my payments on time I should go on welfare. I told him that I would not do that and DTE and other companies were very understanding and would work with me. He was very hurtful and made me feel very bad. I would like to see TCL&P be more consistent on billing due dates. When somebody didn't pay their water and sewer part of their bill, it would be billed back to the property owner and that was not fair. I feel that anyway TCL&P can save the customers money, is the way they should provide power, be it biomass, solar, whatever. I would possibly be interested in burying the lines if it were not so expensive. It seems like our bills have been higher than usual.
Commercial Consolidate billing for businesses. PLEASE improve and reduce waste by consolidating multiple invoices to the same address! I have already made this suggestion. This would also cut down on the multiple return envelopes that are now thrown away every month -- 10 of them!! Also .... I don't think it's a responsibility or obligation of Light & Power to contribute to any charitable projects. I would like Traverse City Light & Power to research their pricing. This would possibly have an impact on people who want to build huge houses and would have to pay a premium rate for the amount of electricity they use. And provide an incentive for people to limit their use of electricity
Biomass Energy
Residential Power outage information over the computer is impossible with a desk-top computer. I would need more information on biomass emissions before I could support the building of facilities. I am interested in knowing more about what "Biomass energy" is. I would like TCL&P to investigate biomass using shredded tires along with the wood chips. I have heard that this increases the energy output without much effect on emissions. I may possibly be interested in the biomass energy, but feel that once there is no longer any wood to chip, good trees would be cut down for this use, and I do not support that action. Do not burn wood chips but go for something from nature. I lived here 7 years ago and am a return TCL&P customer.
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Commercial I am very knowledgeable about biomass energy and am concerned that TCL&P is not giving enough information about that when they ask the questions because I am sure that people will feel that it would pollute the air if the right things are not being burned.
Burying Power Lines
Residential I would like to see the power lines buried as part of a routine maintenance plan not as a project. I want to say that some time ago, I asked to have a pole replaced, it took 2-3 calls but they did replace it very nicely. In regard to burying power lines, I would have to know what benefits there are of this other than the way it looks. Likes the idea of burying power lines, but feel that TCL&P should find another way to fund it. Cost to bury power lines: I think that is asking a lot, especially for some families and the elderly on fixed income. More reasonable might be $10 a month for 20 years. Love the idea of burying power lines, but make sure it will work!!! Regarding community activities: If everything starts out with "what is best for the customer," 100% of service and pocket book should be for customer.
Commercial I would need more information about this to make a decision. Are they talking about existing lines or new lines? Are they talking about all lines everywhere?
Customer Service
Residential I had Cherryland Electric at one time and found them to be much more personable. They had a newsletter with lots of great information and recipes, too! I don't like when the meter readers trample over my flowers in the spring to get to the meter. They don't do it when they are all in bloom, but they don't pay attention when they are just starting to come up in the spring. I've never had an outage so I don't know about TCL&P's responsiveness. Customer service contact: I was satisfied with the contact with the service representative, but not satisfied with the results. I had installed an energy efficient water heater and furnace and was looking for a rebate like other power companies give. Apparently TCL&P doesn't give those like some cooperatives do. I would like to talk to someone about this. TCL&P came in to repair a problem at our apartment complex, something blew up, and many tenants lost the use of their computers. TCL&P did nothing to fix this problem. The only time I have been disappointed was when I got the run around about some trees that were wrapped around some lines and they said it wasn't their problem and they wouldn't trim them and later they started a fire and burned the tree down and my gazebo
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that was under the tree. They tried to make me pay about $800 dollars because my meter wasn't working right, and I told them it was not my problem it was theirs. They said it was my problem and I better pay it. So, I called the police and they discovered that the Condo association had committed fraud and they were the ones that had to pay the bill. Through the whole thing TCL&P was very rude to me and I am very mad at them. I have been a TCL&P customer for 53 years. As time has gone by, TCL&P service has steadily improved.
Commercial My experience with TCL&P employees has been great! Please make sure meter readers shut gates after themselves. Customer Service: We called TCL&P about this. I feel they should let customers know about ways to save on bills. TCL&P always answers their phones, when you call them, unlike many others! The employees for TCL&P are great! They are reliable!
Boardman Dams
Residential As a person that has lived in TC all my life, I am upset that they are decommissioning the dams. When there was a big black out, TC had power because we had the dams. What is TC thinking? Wind and solar ....we also need hydro power. Why can't we do something to capture the power that is generated from the water towers when the water is flowing down, to at least pump it back up to the other side of the water tower? I wonder why TCL&P aren't using the dams on the Boardman River....they should be upgraded and used as a source of energy also. I wish that they had not destroyed the dams, that was foolish. I was mad that they didn't vote on them until 11:00 at night. I would like to see them get the dams working again. Many people are unhappy about the closing of the dams. They should never have taken out the dams. Why are we bothering to invest in wind and solar energy when we just sold off our three hydroelectric plants?
Commercial The affected homeowners were left "holding the bag" when the Boardman dams were closed.
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Grants and Charitable Contributions
Residential I think TCL&P should stick to their mission, provide power and good service and not worry about the rest. They also have to research these other types of energy before they jump into them. TCL&P's job is to provide electricity at the lowest possible cost to the consumer. Any excess money the City has from utility bill service should be given to the customer instead of charity organizations because it is not TCL&P’s job to be a benefactor to charitable events. It is up to you and me to decide where we want to put our money. Why aren't you rebating your extra money to your customers? You should leave charitable contributions to your customers.
Commercial I didn't know that Light & Power provided grants to non-profit organizations - we would be interested in that. TCL&P should stick to providing reliable service at a good rate rather than getting involved in charitable activities. TCL&P should not be involved in charitable activities. These funds should be returned to the customer. I feel that clean coal is the way to go. Wind and solar energy are not economically feasible in our area.
Outages—All Customers
In the 6 years I have been a customer, I have never had an outage so I can't rate them. I've never had an outage with TCL&P. I can't comment on power outages as I have never had one.
New Power Plants
Commercial I have many buildings with 21 bills coming to my office. This is a waste. Could TCL&P send all bills with the same billing address in one envelope? Building new power plants: This is old technology. Smokestack technology means "direct burn" which is obsolete. They should use gasification of cardboard and other such refuse. General Comment: Getting rid of the coal plant was a big mistake. TCL&P is now just a reseller of electricity. I would want TCL&P to not only meet Federal and State smokestack emission standards, which are too low, but to exceed them. Would this use natural gas? I would need more information before I could determine my support.
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Rate Increase Priorities
Residential I do not have an opinion and do not want to give an answer on these. I need to be more informed about the biomass energy before I could give an opinion. I would support nothing that would increase rates.
Renewable Energy
Residential Am very interested in biomass and wind/solar energy usage. However, it needs to be at affordable rates and done in a reasonable time frame. Go green! I am in favor of additional windmills in the area. However, TCL&P needs to explore an alternate style. There is a vertical style windmill that is lower to the ground, more efficient (50% more power), moves more wind, more eco-friendly (less chance of birds hitting them) and more aesthetic. The big blade windmills are very unsightly. This vertical windmill has been in development for 10 years. I do not understand why people keep wanting to spend money on wind and solar when they are not reliable. I don't understand why they think it is so dependable. I think we should spend our money on clean coal. It is much more dependable. I think it is wasting money. It is obvious to me that clean coal is much better. Where are they getting the wood for the biomass? Why are they tearing out the dams? It seems like common sense and no one has any. I want the best quality at the best possible price. TCL&P needs to look into a different type of windmill. I would like to see TCL&P work with the city and developers to set energy efficiency standards and promote the use of solar or wind power in new building projects. I would like to go on record as saying I do not think windmills are ugly, in fact I think they look really cool. In terms of leadership for green or alternative energy, TCL&P is not out in front, they are more of a follower. I would like them to be more out front. Light and Power should invest in hydroelectric power. I'm upset that they removed the pond located at Brown Bridge. I would want to know if the alternative energy project would be profitable or at least break even. I am very interested in the renewable energy pursuit by TCL&P. Would like to generate power at home by leasing equipment that would allow the power to be released back into the grid. A win-win situation!
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Commercial I have seen the windmill farms in Germany and California and they are flat out ugly! I would need to know if the alternate energy would be economically justified. I won't answer these questions because we are friends with Mr. Minervini who is involved in researching these issues.
Website
Residential I would like to see an on-line history of my usage for the past two years at least. It could be set up as month-to-date or year-to-date so I could compare from year to year. This is the first company I have had that does not do that.
Commercial If TCL&P needs help in improving their website, I am available as that is one of the things my business does.
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APPENDIX A
Traverse City Light & Power: Community Survey 2009
Version: 6/1/09
Introduction
2. Overall, how satisfied are you with the services provided by Traverse City Light & Power? Very satisfied Satisfied Undecided Dissatisfied Very dissatisfied
3. Are you a residential or commercial customer? (Do Not Read) Residential Commercial
Now I will be asking you to evaluate a number of characteristics of service offered by Traverse City Light & Power. First you will indicate how important the characteristic is to you, and then you will rate Traverse City Light & Power on that characteristic.
Providing electricity at low cost.
4. How important would you say this characteristic is to you? Very Important Somewhat Important Undecided Somewhat Unimportant Very Unimportant
5. How would you rate Traverse City Light & Power on providing electricity at low cost? Excellent Above Average Average Below Average Poor Don't Know (do not read)
Providing reliable electric service with fewer outages and surges.
6. How important would you say this characteristic is to you? Very Important Somewhat Important Undecided
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Somewhat Unimportant Very Unimportant
7. How would you rate Traverse City Light & Power on providing reliable electric service? Excellent Above Average Average Below Average Poor Don't Know (do not read)
Responsiveness to restoring power after outages.
8. How important would you say this characteristic is to you? Very Important Somewhat Important Undecided Somewhat Unimportant Very Unimportant
9. How would you rate Traverse City Light & Power on responsiveness to restoring power after outages? Excellent Above Average Average Below Average Poor Don't Know (do not read)
Providing grants to local non-profit organizations to improve community and natural resources, or to conduct energy-related educational programs.
10. How important would you say this characteristic is to you? Very Important Somewhat Important Undecided Somewhat Unimportant Very Unimportant
11. How would you rate Traverse City Light & Power on providing grants to local non-profit organizations to improve community and natural resources, or to conduct energy-related educational programs? Excellent Above Average Average Below Average Poor Don't Know (do not read)
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12. If you have had contact with a Traverse City Light & Power customer service representative within the past year, either on the phone or in the office, how satisfied were you with the outcome of this most recent contact? Very Satisfied (go to Q15) Satisfied (go to Q15) Undecided (go to Q15) Dissatisfied (go to Q13) Very Dissatisfied (go to Q13) Did not have contact (go to Q15)
13. What is the primary reason you were dissatisfied? (choose only one) Length of time between request and response Problem/request was not resolved at all Unfriendly or discourteous employees Other (Do Not Read) Please specify: ______
14. Would you like to be contacted by a Traverse City Light & Power representative? Yes No Name and number: ______
15. If you have had contact with a Traverse City Light & Power field representative (meter reader, lineman, or tree trimmer) within the past year, how satisfied were you with the outcome of this most recent contact? Very Satisfied (go to Q19) Satisfied (go to Q19) Undecided (go to Q19) Dissatisfied (go to Q16) Very Dissatisfied (go to Q16) Did not have contact (go to Q19)
16. With what type of field representative did you have contact? Meter reader Lineman Tree Trimmer Other (Do Not Read) Other, please specify. ______
17. What is the primary reason you were dissatisfied? (choose only one) Length of time between request and response Problem/request not resolved at all Unfriendly or discourteous employees Other (Do Not Read)
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Please specify. ______
18. Would you like to be contacted by a Traverse City Light & Power representative? Yes No Name and number: ______
19. Have you seen or heard any advertisements about Traverse City Light & Power within the last year... Yes No Uncertain (Do Not Read) ... on television? ... on the radio? ... in the newspaper?
20. What is your primary source of local news? (choose only one) Newspaper Television Radio Internet (the web) Other (Do Not Read) Please specify: ______
21. Which local newspaper or magazine do you read most often? (Choose only one; Do Not Read) Traverse City Record Eagle Northern Express Traverse City Business News GT Woman's Magazine NM3 (Northern Mi Men's Magazine) Traverse (the Magazine) Do not read local newspaper or magazine at all Other Please specify: ______
22. Which television channel do you watch most often? (Choose only one; Do Not Read) 7&4 (NBC) 9&10 (CBS) 29&8 (ABC) FOX 33 Go to Q24 Do not watch TV regularly or at all Other or Cable TV (specify channel) Other or Specific cable channel:
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______
23. What time of day do you usually watch television? (Choose only one) Morning Afternoon Evening Throughout the day Weekends only Other (Do Not Read) Please specify. ______
24. Which radio station do you listen to most often? (Choose only one; Do Not Read) WTCM -AM (580) WTCM-FM (103.5) WCCW-FM (Oldies 107.5) WCCW-AM (1310-Sports) WJLM-AM (1110 AM--Talk) The Breeze (WJZQ 92.9 FM) WKLT Double-Rock (97.5/98.9 FM) The Zone (95.5 FM) You-FM (formerly WSRT-FM 106.7 FM) WLDR-FM Sunny 102 (101.9) WLJN-FM (89.9 FM & 1400 AM) WIAAA-FM (88.7 Interlochen) Music WIPR-FM (91.5) Interlochen News WNMC (90.7 FM) The Bear (98.1 FM) 106 KHQ (105.9 FM) The Fox (WCFX - 94.3, WDFX - 92.5 FM) Lite 96 (96.3 FM) Go to Do not listen to the radio at all Q26 Other Please specify: ______
25. What time of day do you usually listen to the radio? (Choose only one) Morning Afternoon Evening Throughout the day Weekends only Other (Do Not Read) Please specify. ______
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26. Which web site do you visit most often? (Choose only one; Do Not Read) www.google.com www.amazon.com www.msnbc.com www.ebay.com www.yahoo.com www.charter.net www.foxnews.com www.record-eagle.com www.upnorthlive.com (TV 7&4) www.9and10news.com Do not regularly visit websites or don't visit them at all Other Please specify (hyphens and underscore marks are important): ______
27. What is the best way for Traverse City Light & Power to successfully communicate information to you? (choose only one) Television Record Eagle (newspaper) Bill Insert Newsletter, separate from your bill Internet Direct Mail, separate from your bill Radio E-Mail Shopper Outdoor advertising/Billboard Other (Do Not Read) Please specify: ______
28. How often do you read Traverse City Light & Power bill inserts? Always (go to Q30) Often (go to Q30) Occasionally (go to Q30) Never (go to Q29)
29. Why? (Do Not Read) Not interested No time Not useful Other Please specify: ______
30. Have you visited the Traverse City Light & Power website? Yes
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No
31. How would you rate your interest level in each of the following types of information that could be made available on the website? Very Interested Somewhat interested Not at all interested Information on Traverse City Light & Power Projects Information on Rates Online reporting of service problems Information on Energy News and Issues Information on Renewable Energy Information on ways to improve efficiency in my home Information on Traverse City Light & Power's charitable activities Is there anything else that was not listed in which you would be interested? Please specify. ______
32. How interested would you be in Traverse City Light & Power offering the following additional services? Very Interested Somewhat Interested Not at all interested Cable Television Internet billing/account payment Internet Service
33. In your opinion, should Traverse City Light & Power invest in renewable power generation resources, such as wind and solar? (Do not read) Yes No Uncertain
34. Currently, all available electricity produced by Traverse City Light & Power's windmill is purchased by Light and Power customers. Given this fact, would you support building additional windmills in this area? (Do not read) Yes No Don't Know
35. Another renewable power generation resource uses biomass to generate electricity through the burning of organic byproducts such as wood chips. In your opinion, should Traverse City Light & Power invest in biomass facilities? (Do not read) Yes No Uncertain
36. Light and Power is considering building 3-4 local renewable power plants, which use wood chips as fuel. These plants would be relatively small in size, fully enclosed, and likely be located in commercial areas. Each power plant would have a smokestack, which meets Federal and State emission standards, and would likely increase truck traffic in the immediate vicinity. The power plants would enable Traverse City Light & Power to provide more reliable local power rather than purchasing it from down state coal plants. How would you rate your level of support for this type of initiative? Very supportive Somewhat supportive
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Undecided Somewhat unsupportive Very unsupportive
37. Burying existing power lines underground has been a topic of community discussion. Would you be willing to pay an additional $20 per month for 10 years to fund a 10-year program to bury power lines? (Do Not Read) Yes No Uncertain
38. There are a lot of factors involved when determining when to increase electric rates. How would you prioritize the following projects as justification for additional rate increases? High Priority Medium Priority Low Priority Burying power lines underground Investing in additional coal plants Investing in renewable energy including solar and wind power Investing in renewable biomass energy (generation of electricity through the burning of organic byproducts such as wood chips) Providing incentives or rebates to customers to increase energy efficiency in homes and businesses
39. Which of these would you say is your top priority? Burying power lines underground Investing in additional coal plants Investing in renewable energy including solar and wind energy Investing in renewable biomass energy Providing incentives or rebates to customers to increase energy efficiency in homes and businesses
40. In addition to providing electricity, are you aware of any way in which Traverse City Light & Power contributes to the community? (Do not read - choose all that apply) Tree planting/seedlings Christmas tree drop-off/disposal Christmas tree lights Downtown Science kits/programs for schools Cherry Festival T.A.R.T. Trail Support of community projects I can't recall/don't know Other Please specify: ______
41. How would you rate Traverse City Light & Power's image within the community? Very positive Somewhat positive
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Neutral Somewhat negative Very negative
42. How long have you been a Traverse City Light & Power customer? Less than 1 year 1-5 years 6-10 years Over 10 years
43. To ensure that we talk to a representative sample of Light and Power customers, can you tell me what year you were born? ______
That completes our survey. Thank you very much for giving us your feedback. Have a great day!
Do not ask:
44. General comments that the respondent had. If "none" leave blank. ______
45. Gender Male Female
46. Area Code 231 616 517 248 989 810 313 586 All other area codes
47. Phone number (no area code -- 7 digit only, no dash) ______
48. Customer ID ______
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49. Location ______
50. Customer Type ______
51. Call Date ______
52. Caller Initials ______
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