Insights on Community Sentiments and Awareness: Survey Highlights
Gain valuable insights from a survey conducted by True North Research, Inc., revealing community sentiments on crucial issues like COVID-19, homelessness, safety, and more. Explore awareness levels of Mesa Water District and opinions on service provision. Stay informed on public perceptions shaping the community landscape.
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Presented by Timothy McLarney Ph.D. True North Research, Inc
Methodology of Study Conducted August 22nd to September 7th, 2020 808 residential customers in the District s service area Oversample for single-family homeowners, balanced evenly across five Divisions Mixed-Method approach Recruited via phone and email Data collection via phone and online 16-minute average interview length English & Spanish Overall margin of error is 3.4% 2 | November 19, 2020
Most Important Issue Facing Community COVID-19 issues 31.8 Homeless issues 17.3 Safety, crime, drugs 10.9 Government issues, leadership 6.9 Not sure, nothing comes to mind 6.5 Economy, jobs 6.3 Political division 4.9 Affordable housing 4.3 Racial inequality, diversity concerns 3.9 Healthcare issues 3.1 Education issues 3.0 Climate change, environment 2.6 0 5 10 15 % Respondents 20 25 30 35 3 | November 19, 2020
Aided & Unaided Awareness of Mesa Water 100 7.2 7.4 90 Not aware 80 45.8 70 48.5 % Respondents 60 Aided awareness 50 40 30 46.7 44.4 20 Unaided awareness 10 0 2020 2019 Study Year 4 | November 19, 2020
Awareness of Mesa Water by Own vs Rent 100 2.0 20.5 90 Not aware 80 45.2 70 % Respondents 60 Aided awareness 60.4 50 40 30 52.8 Unaided awareness 20 19.0 10 0 Own Rent/Live w/others Home Ownership Status (QD2) 5 | November 19, 2020
Opinion of Mesa Water District by Study Year 100 Prefer not to answer 90 35.0 35.6 80 Not sure 70 1.5 4.9 % Respondents 2.3 60 Very unfavorable 5.1 50 24.2 29.3 Somewhat unfavorable 40 30 Somewhat favorable 20 31.9 28.9 Very favorable 10 0 2020 2019 Study Year 6 | November 19, 2020
Overall Satisfaction With Service Provision by Study Year 100 5.9 5.6 2.5 2.5 0.7 Prefer not to answer 90 3.7 80 Not sure 30.1 32.1 70 % Respondents 60 Very dissatisfied 50 Somewhat dissatisfied 40 58.5 30 56.3 Somewhat satisfied 20 10 Very satisfied 0 2020 2019 Study Year 7 | November 19, 2020
Satisfaction With Services Tier 1 Very satisfied Smwt satisfied Provide reliable water service 73.7 25.0 Provide convenient hours of operation 64.8 33.0 Ensure an adequate water supply now and in the future 60.7 36.5 Keep water system in good condition through timely repairs, maintenance 62.2 33.2 Provide accurate billing statements 64.1 30.6 Provide water that is free of color and odor 69.7 24.7 Protect the water supply from contamination and pollutants 64.4 30.0 0 10 20 30 40 50 60 70 80 90 100 % Respondents Who Provided Opinion 8 | November 19, 2020
Satisfaction With Services Tier 2 Very satisfied Smwt satisfied Provide sufficient water pressure 65.3 28.8 Provide water that is safe to drink 67.2 26.2 Provide good customer service 58.9 34.0 Communicate with customers about scheduled repairs, service disruptions, other water-related issues 57.8 32.3 Provide water that tastes good 50.9 35.4 Educate customers about ways to conserve water 50.2 35.2 Offer good value for the cost of water services 39.2 41.0 Provide rebate programs that encourage customers to purchase water-efficient appliances 37.9 38.1 0 10 20 30 40 50 60 70 80 90 100 % Respondents Who Provided Opinion 9 | November 19, 2020
Changes in Satisfaction 2019 to 2020 Change in Satisfaction 2019 to 2020 +4.5 +4.2 +3.1 +3.1 +2.9 +2.1 +1.9 +1.5 +1.4 +1.4 +1.1 +0.6 +0.5 -0.7 -3.6 Study Year 2020 86.3 76.0 97.2 94.6 90.1 94.1 97.8 93.3 98.7 94.4 94.4 85.4 95.4 92.9 80.3 2019 81.8 71.7 94.1 91.5 87.2 92.0 95.9 91.8 97.3 93.1 93.3 84.9 95.0 93.6 83.9 Provide water that tastes good Provide rebate programs that encourage customers to purchase water-efficient appliances Ensure an adequate water supply now and in the future Provide accurate billing statements Communicate w/customers about scheduled repairs, service disruptions, other water-related issues Provide sufficient water pressure Provide convenient hours of operation Provide water that is safe to drink Provide reliable water service Provide water that is free of color and odor Protect the water supply from contamination and pollutants Educate customers about ways to conserve water Keep water system in good condition through timely repairs and maintenance Provide good customer service Offer good value for the cost of water services 10 | November 19, 2020
Satisfaction With Communication Efforts by Study Year 100 2.0 3.0 Prefer not to answer 17.1 90 16.3 0.7 80 3.9 7.5 5.4 Not sure 70 % Respondents 60 Very dissatisfied 34.2 28.4 50 Somewhat dissatisfied 40 30 Somewhat satisfied 41.1 40.4 20 10 Very satisfied 0 2020 2019 Study Year 11 | November 19, 2020
Key Findings High level of customer satisfaction Approximately 9-in-10 customers are satisfied with their water service Satisfaction with specific aspects of service was very high, especially providing reliable service, convenient hours, and ensuring an adequate water supply All statistically significant changes in past year were positive Solid Levels of Awareness of District & Favorable Opinions 93% of customers were aware of Mesa Water prior to taking the survey Among those with an opinion, favorable opinions of Mesa Water outnumber unfavorable opinions 9-to-1 (up from 8-to-1 in 2019) Mesa Water is widely perceived to be efficient, trustworthy, and beneficial to the local economy 12 | November 19, 2020
Key Findings Opportunity Areas Stay the course Expand rebate programs for water-efficient appliances Educate customers about ways to conserve water Offer good value for the cost of water services Improve customer understanding of water origins Improve water taste 13 | November 19, 2020
