HomeMy WebLinkAbout07. Revised Draft of Customer Service Survey Questions1. Please indicate your zip code
ZIP:
2. Please indicate where your birth year falls.
0 Before 1925
0 1925 -1945
0 1946 -1964
0 1965 -1980
0 1981 -1996
3. How long have you lived in Contra Costa County?
0 Less than 5 years
0 Between 5 -10 years
l ) Between 11 and 20 years
i0 Over 20 years
*4. What are the top three community concerns you care about?
Accessible parks and
1
0
2
0
3
0
recreation
Clean water
0
0
0
Drought
0
0
0
Effective public works
0
0
0
(streets, storm drains,
maintenance of public
buildings)
Neighborhood planning
0
0
0
and zoning
Police
0
0
0
Public schools
0
0
0
Responsive fire and
0
0
0
emergency medical service
Waste water collection and
0
0
0
treatment
Working sanitary sewers
0
0
0
Other (please specify)
5. If you saw a sewer overflow with sewage coming out of a manhole into the street, or had
sewage backing up into your home, which agency would you call?
Fire department
F] Sanitary district
Water district
F1Police department
Other (please specify)
6. Who collects and treats your wastewater?
OContra Costa County
OCentral Contra Costa Sanitary District
OContra Costa Water District
OEast Bay Municipal Utility District
OMy city
O1 don't know
7. What do you think is the purpose of Central Contra Costa Sanitary District?
8. How are you billed for sewer /wastewater at your home?
El Monthly
F] Every other month
Annually by the sanitary district
Annually in my property tax bill
I am not sure
9. If you have had the opportunity to interact with the Central Contra Costa Sanitary
District, on a scale from 1 -10 with 10 being best, how would you rate your interaction?
I have not
1 2 3 4 5 6 7 8 9 10 interacted
with CCCSD
0 0 0 0 0 0 0 0 0 0 0
10. What type of interaction did you have?
Hazardous Waste
Overflow /Backup Response
FPermitting
Service Call
F] Tour
Other (please specify)
11. Are you aware or have you used any of the programs
offered by Central
Contra Costa
Sanitary District?
Unaware
Aware Of
Used
Have not used but know how
to use
Household Hazardous
O
Waste Collection Facility
Pharmaceutical Disposal
F—I
F
Program
FOG (Fats, Oils and
Grease) Program
Overflow Protection Device
Program
Treatment Plant Tours
Speaker Bureau
F
School Programs
Recycled Water
F
Permitting Counter
F
12. What do you expect from a wastewater district?
13. What do you think about the quality of wastewater /sewer service that is provided to
your residence?
OSatisfied
OSomewhat satisfied
OSomewhat dissatisfied
0 Dissatisfied
14. Did you know....
Yes, I did know that. No, I did not know that.
CCCSD's treatment plan O O
produces more than 600
Yes
I receive the Central Contra O
million gallons of recycled
Costa Sanitary District's
water each day?
I read the Pipeline O
35-40 million gallons of
O
O
treated and disinfected
O
water is released into
Suisin Bay daily?
CCCSD has not had a
O
O
single permit violation at its
treatment plant in more
than 16 years?
CCCSD has one of the
O
O
lowest number of sewage
spills in the entire Bay
area?
Comments:
15. What is your first source for news?
OInternet
ONewspaper
ORadio
OOther (please specify)
16. Please indicate your agreement or disagreement to the following statements about
CCCSD's efforts to keep you informed.
No
Yes
I receive the Central Contra O
O
Costa Sanitary District's
Pipeline newsletter.
I read the Pipeline O
O
newsletter.
I find it informative. 0
O
17.1 have visited the centralsan.org, the CCCSD website.
OYes
ONo
18.1 have these suggestions for making the website better:
19. 1 visited the website for:
Information about wastewater /sewer service
Information about household hazardous waste and recycling
General information such as hours, address, phone numbers
Permits
Other (please specify)
20. Please indicate your agreement or disagreement to the following statements about the
Central San elected Board of Directors responsible for oversight, rate - setting and District
policies.
Yes No I'm not sure
I have voted for a Central O O O
San board member in a
general election.
I have attended a board O O O
meeting.
21. Please indicate your agreement or disagreement about rates.
Yes No
I think $1.20 a day or $439 O O
a year is reasonable for
sewer service.
I know that these rates are O O
below the average of sewer
agencies in the local area.
If it were clearly O O
communicated why
sanitation services were at
risk, I would consider
paying more to correct the
conditions that pose that
risk.
Why?
22. Given a clear and valid reason (for example, new Federal or State regulations,
regulatory agency orders for unanticipated plant or collection system upgrades, increased
costs of required chemicals and materials), what percentage of increase in your sewer
service charge would you consider reasonable?
OMore than 20% or over $88 a year
O20% or $87.80 a year
O15% or $65.85 a year
O10% or $43.90 a year
O5% or $21.95 a year
ONo amount of an increase is reasonable.
Comments:
23. Please indicate your agreement or disagreement with financial matters.
An unfunded liability, found in the fourth statement below, is the amount of money owed
by the District for employee benefits, which include pension costs, retiree medical
benefits, and the cost of accrued vacation time which is paid when an employee leaves the
District.
Yes No
I am concerned about O O
public employee retirement
programs.
I support pensions. O O
1 am well- informed about O O
CCCSD's financial
situation.
If a rate increase is required O O
to reduce an unfunded
liability, I would rather pay
it off quickly and
experience a higher rate
increase rather than spread
out payments requiring a
lower upfront rate increase.
24. A hot topic in our industry is to become the utility of the future. What does that mean to
you? Choose as many as apply.
FBeing a technology leader with the potential to keep rates low
Being green as long as it is reasonable
Moving toward resource recovery (definition needed here, guys!)
F1Cogenerating our own electricity and producing enough energy to sell back to the market to offset treatment costs
Becoming involved in ideas such as sustainable farming
Becoming more involved in recycled water
F] Fix crumbling infrastructure to support future needs
Strong leadership that anticipates problems and manages risks well
Remain committed to community sustainability
Other (please specify)
25. When in a drought, how helpful do you think recycled water can be?
OVery helpful
OHelpful
OSomewhat helpful
ONot helpful
26. Central San is updating their strategic plan. Please help us prioritize by ranking the
following goals in importance to you:
CF-7 Meet all the regulatory requirements for the good of the community and environment
LEnsure financial stability
Develop our human capital resources
QLead the industry by becoming a "utility of the future"
Provide exceptional customer service