High customer satisfaction marks continue for PSD

Hilton Head Public Service District received an overall customer approval rating of 95% during our 2008 Customer Satisfaction Survey. This marks the utility’s fifth consecutive year of overall approval ratings above 90%.

“Our focus on customer service continues to be reflected in our approval ratings,” said PSD General Manager Richard Cyr. “The trust and satisfaction of our customers is paramount to our success as a utility.”

Customer approval of the PSD’s drinking water quality increased 8% versus last year, from 77% to 85%. This marks the fourth straight year of increased water quality approval on the survey. The utility in recent years has completed an array of projects that were anticipated to improve both the circulation of drinking water and water pressure in our distribution system. Still to come is the introduction of a new water source – the 600-foot-deep Middle Floridan Aquifer – which will be treated using a state-of-the-art Reverse Osmosis facility currently under construction on Jenkins Island across from Windmill Harbour. The Reverse Osmosis facility is expected to be operational in early-2009. Drinking water supplied by the facility is anticipated to represent improvements in the aesthetics of the water, including taste and odor.

            “Achieving a high customer approval rating is important,” said Cyr. “But maintaining it is more important. That is why our daily focus is on customer service. We welcome and encourage input from our customers. And we take their satisfaction seriously. ”

            Below are the complete results of the 2008 Hilton Head PSD Customer Satisfaction Survey. A complete listing of the written responses from this year’s survey is available at www.hhpsd.com:

1. Has the PSD responded to a service call at your home or business in the past 12 months? If so, how would you rate your experience?

Satisfied = 94% (33 votes)

Dissatisfied = 6% (2 votes)

No call within past 12 months = (164 votes)

2. Have you telephoned or visited the Customer Service Center in the past 12 months? If so, how would you rate your experience?

Satisfied = 95% (53 votes)

Dissatisfied = 5% (3 votes)

No call or visit within past 12 months = (145 votes)

3. Do you consider the PSD’s drinking water at the tap to be safe?

Yes = 89% (177 votes)

No = 11% (21 votes)

4. In our household, we (please check all that apply):

Regularly drink water straight from the tap = 48% (98 votes)

Regularly drink filtered tap water = 60% (124 votes)

Regularly drink bottled water = 28% (58 votes)

None of the above = 1% (2 votes)

5. How would you rate the quality of your drinking water?

Excellent = 39% (79 votes)

Good = 46% (93 votes)

Fair = 10% (21 votes)

Poor = 5% (11 votes)

6. Are you aware of the PSD’s decision to construct a reverse osmosis drinking water treatment facility to provide drinking water from a new source – the Middle Floridan Aquifer?

Yes = 80% (162 votes)

No = 20% (40 votes)

7. Do you believe connection to the public sewer system should be mandatory for all properties on Hilton Head Island?

Yes = 86% (172 votes)

No = 14% (27 votes)

8. How do you view the PSD (please check all that apply)?

Technologically Advanced = 65% (134 votes)

Community Leader = 55% (113 votes)

Environmentally Responsible = 79% (161 votes)

Customer Friendly = 80% (164 votes)

Financially Responsible = 61% (125 votes)

Other = 11% (22 votes)

9. Do you find the PSD’s annual Water Quality Report to be useful?

Yes = 92% (182 votes)

No = 8% (15 votes)

10. Overall, how would you rate the services provided by your PSD this year?

Excellent = 58% (118 votes)

Good = 37% (74 votes)

Fair = 4% (9 votes)

Poor = 1% (1 vote)
 

2008 Customer Satisfaction Survey Write-In Responses

Below is the complete list of write-in responses from the 2008 Hilton Head PSD Customer Satisfaction Survey. The number in parentheses before each response indicates the Billing Cycle Number from which the response came.

#8. What is the ONE thing you would like to see the PSD work on? 

(2) Softer water.

(1) Better water pressure.

(1) Higher water pressure at our address (Wedgefield Drive).

(3) Continue working on sewer service for all.

(2) Make people aware of not irrigating during or after rains. Stress the importance of a working “rain sensor.”

(2) Water conservation.

(2) Better quality drinking water.

(1) Lower sewer rate.

(2) Continue to help fund sewer installations for long-time residents who are unable to fully fund hook-up fees.

(2) Get rid of rotten egg smell of our water.

(2) Make sure we have “safe” drinking water.

(3) Lower rates on sewer use.

(3) Low pressure.

(2) Softer water.

(4) Continue educating everyone about water conservation.

(2) Everyone connected to sewer.

(4) Extending sewage disposal to every household on The Island.

(4) More pressure on conserving water. Too much water is wasted!

(4) More articles in The Island Packet concerning PSD activities. On the Waterfront is excellent, but may be considered junk mail (unfortunately) – but not by me!

(3) Removing small amount of sediment in water – leaves small amount in sinks and toilets.

(2) Better water pressure.

(3) Safe water supply – not the Savannah River!

(1) Ensure long-term, ample supply of quality water.

(3) Consolidation of HHI water and sewer services.

(2) First request 1998 … now 2008: Increase pressure! At certain times we cannot use the dishwasher and take a shower.

(1) Completely alleviating Savannah River water as a source of supply.

(2) Taste of water.

(1) Purer, drinkable water, like water that comes out of a reverse osmosis system.

(3) Finding good water sources.

(2) Water pressure improvement.

(3) Increased pressure.

(4) Get us connected to sewer ASAP. We have been waiting for years.

(1) Long term, inexpensive water supply.

(1) Backup water protection.

(1) ???

(4) Taste of Water.

(1)  Assure adequate H20 supply well into the future.

(1) Bill on a monthly basis.

(4) Mandatory connections.

(1) TASTE.

(2) RV dump site near HHP.

(4) Sewer system for all properties on Hilton Head Island.

(2) Although it is much improved, taste and odor control still need work.

(4) #7.

(1) Continue to diversify water supply.

(1) Future water supply.

(1) Lowering the price of water.

(1) Making sure all of Hilton Head Island’s residents have sewer.

(1) Customer education.

(1) So all are able to connect, help with financing for the homes that are needing help with the cost.

(1) Stay ahead of growth. Stay ahead of water source issues.

(1) Ensure that we have a long term source of good clear drinking water.

(1) Develop additional sources of water.

(3) Security and safety of wells and pump stations.

(3) Why we have to pay sewer charges for water to use for landscaping?

(3) PSD is on top of the important issues.

(3) Better water pressure in Port Royal Plantation.

(3) Water pressure to Port Royal Plantation, so the second floor of homes can have water!

(2) Water pressure.

(4) When a customer complains about unexpected high volume water consumption, PSD should investigate and report back to consumer with findings.

(4) Better quality reverse osmosis drinking water.

(2) Continue connecting everyone within our service district to public sewer system.

(3) Decrease hardness of water.

(2) Improve water quality and water pressure.

(4) Supply water that tastes good enough to drink without filtering.

(4) Assuring our water supply is safe and constant.

(2) Financial support (where warranted) for connection to public sewer.

(4) Financing for all to afford sewer. Small cooperative.

(4) Assisting those who need.

(3) My water pressure.

(2) Availability to check backflow valves – as in the past.

(2) #7.

(2) You do not allow enough time between mailing out your bill and your due date!!*

(2) After the new RO unit is working, switch to RO and Floridan Aquifer water and stop using any river water. This will improve water quality.

(2) A fairer separation of costs between sewage vs. household use.

(2) Better drinking water from tap.

(3) Consolidation of all PSDs on Hilton Head.

(2) Lower the price.

(1) Water pressure in HHP – it now and always has sucked … water lines are outdated and are too small in diameter.

(2) Recycle used water (clean sewage to drinking quality and blend it with fresh water).

(1) “Sorry,” but you do a great job! I am excited about the reverse osmosis capability.

(2) Monitoring of inappropriate irrigation.

(1) Cut costs thereby charges. Stop living so high on the hog.

(1) Water pressure in Hilton Head Plantation.

(2) Debt reduction.

(4) Continued focus on future supply sources.

(2) H2O pressure, especially in Port Royal Plantation, Albemarle Place.

(2) Cheaper sewer rates.

(1) Maintain reasonable charges for water and sewer systems and keep facilities in good repair.

(3) Sewer systems.

(3) Community information programs via email or internet.

(3) Water pressure.

(3) Water pressure.

(4) Providing sewer service to residents islandwide at an affordable rate. Getting Town of Hilton Head to assist financially.

(3) Maintain quality drinking water.

(1) Taking the salt from sea water and using that like they do in the Cayman Islands.

(1) Taste of tap H2O.

(4) Improving the drinking water.

(3) Filtering water better. We get black stuff in bottom of plastic cups when left standing.

(3) Nothing comes to mind.

(1) Water odor.

(4) Taste of the tap water.

(2) Increase water pressure on Fairway Winds Place, Port Royal.

(1) Better tasting water.

(3) I wish there was a water source other than the Savannah River, which is downstream from the nuclear waste plant.

(3) Increasing recycling of waste water for irrigation. Increase use of reverse osmosis.

(2) Don’t know.

(3) Do what you are doing! Need to educate and ensure residents that we will have water after a hurricane! And sewer!

(2) Our water meter relocation. The meter box is three (3) inches from our drive, and service trucks occasionally run over it and break the main pipe.

(3) Water conservation.

(1) The availability of better quality of drinking water.

(3) Better tasting water.

(2) Mandatory sewer connection and water pressure.

(2) Tap water taste is not terrible – but could be somewhat improved.

(4) Keep info. on our water supply coming.

(3) Reduce or eliminate the odor from the wastewater treatment plant near Port Royal.

(1) At this time, my answer is to complete the RO plant, in order to provide a sufficient water supply.

(3) Continue to work on good quality water for Hilton Head. Thank you.

(3) Higher water pressure.

(1) The quality of the tap water.

(3) Water supply for the future.

(1) Making “golf course water” available to homeowners for lawn irrigation.

(1) Remove the smell from the water.

(1) More assistance to low-income families to connect to sewer lines.

(2) No one single thing.

(1) Water better taste!

#9. How do you view the PSD? “Other” responses:

(2) Thanks for sharing your meeting room with community groups.

(2) Good in all areas.

(2) The whole PSD we feel, is OK.

(3) Planning for future.

(1) Good P.R.

(1) Great tenor!

(3) Tech. responsible.

(1) Progressive – planning ahead!

(1) Bloated bureaucracy.

(2) Very knowledgeable and informative, patient employees. Thank you.

(1) Environmentally responsible – definitely!

(1) Don’t know enough to complete this question.

(3) Community Leader – Brown nose. You’re OK, but flawed.

(4) Good hiring students during the summer.

(2) I feel you do a good job.

(2) Potential to be an industry leader.

(1) The reverse osmosis project proves to me that you are taking care of our future.

(1) Living very high.

(4) Great leadership.

(1) You are doing a great job.

(3) Don’t know enough about it.

(3) My water supplier/sewer supplier.

(1) The Best Ever.

(1) You could be a leader by billing monthly, preventing overuse by identifying water leaks sooner then is found with a quarterly bill.

#12. Please provide any additional comments in the space below:

(2) Doing a good job.

(1) Strive to lower water and sewer rates (costs).

(3) Conservation of our water resources should be encouraged through ongoing public education efforts.

(2) Congratulations to Mr. Richard Cyr – and y’all for having changed the way this PSD was going under McManus.

(2) Thank you for conducting this survey for customer input.

(2) We have low water pressure sometimes on Hickory Knoll Place.

(3) Low pressure is something we would like to see improved. In past had been told it would improve – but have seen no change.

(3) Keep up the good work!

(2) Doing a fine job.

(1) Thanks for a fine job.

(4) So much water is wasted through the sprinkler system here at Avalon. Nothing gets done to change this. I have complained to the manager for two years.

(4) On the Waterfront is excellent – keep the PSD info “flowing”!

(2) Due to low pressure on Planters Row, any house fire would require the firemen to use the lagoon as their water source.

(1) The three PSDs should be working toward consolidation into one organization. Currently too much duplication of effort.

(1) Answer – Do we even need water purification systems in PSD area?

(1) Have the water pure enough so I don’t need a water purifying system and can do away with it.

(1) Billing monthly would help identify problems earlier than waiting for a quarterly bill. I recently had water running and paying for it until I got my bill.

(2) Please provide an RV dump site near HHP storage area off Surrey Lane.

(2) If possible, to be able to provide palatable drinking water from the tap, that is safe to drink.

(1) A. Content of hormones in water? B. Content of antibiotics, etc. in water?

(1) Water pressure in our cul de sac is not always what it should be.

(2) I would like ALL water heaters in garages instead of attics, due to terrible damage when one gives up.

(3) Reduce the cost of sewer usage.

(3) We continue to have very low water pressure – after 10 years of this it does seem like more could be done!

(4) Especially appreciate online bill payment feature, especially with ever-increasing postage and fuel costs.

(4) Please continue the effort of providing safe, clean water source.

(4) Would also like to see more oversight for contractors hooking up to water and sewer at the street. Not pleased with the mess left behind in front of my home in past 6 months.

(4) The front office staff is superb with customers. They are courteous, pleasant and polite to all.

(4) Work: On the odor.

(2) *Last time I received a bill only two days before I had to mail it to meet your due date.

(2) It is still less expensive NOT to convert to the connection to sewer. Lower the price for those that have converted and raise the charges to customers who have not.

(1) I can never get HHPSD to address water pressure in my area … just come to my house and see the speed of what comes out of the kitchen faucet.

(2) Newsletter and this survey are good public relations tools.

(1) Enforce 100% sewer connection.

(1) Be better stewards of my money. Act in a conservative manner and be volunteers not commissioners that have another full-time position.

(2) Compensation is the customary reward for outstanding technical knowledge, loyalty and accomplishment. Our PSD staff from the Commissioners and General Manager on down deserve merit increases. It is wise to remember that no one has ever accomplished anything with his hands in his pockets.

(2) Keep working to upgrade the system.

(1) I live near end of line – needs to be flushed more often.

(4) Would like to see improvement in the taste and smell of water from tap.

(1) Costly drinking water is a waste if you live here. The tap water serves all my purposes and my plants do well too. I see no reason to buy drinking water except to travel.

(4) I think the effort is there. I’d just like to feel better when I drink the water that it’s safe.

(1) We are part-time H.H. residents (one week/ month). Our water smells very bad when we arrive each month. I have replaced 3 hot water tanks in the last 4 years – when I have drained the tanks, the sediment is unbelievable!!

(4) Our tap water has a chlorine smell and taste. Drinking the water or using the ice gives my husband and me indigestion.

(3) See #8 above. Lift stations rely on electricity – with no power, no sewer? Are not sewer backup/flap valves not metered?

(3) I understand that your rate structure provides for a higher charge per gallon for the more water/sewage you use. If this is true, how is this justified?

(3) Should be more restriction on water use. Too much water is being wasted on irrigation by the general public.

(3) I occasionally have a sulphur smell first thing in the a.m.

(3) Considering that a new water line was installed along Blue Heron Pt. Rd. my water pressure is still not strong and when my neighbors water their lawns and others are using their water my pressure drops.

(1) Would like the bills to be less costly and more comparable to the rates of the South Island Public Service District.

(2) Question: Is there any radon in the water to be processed by reverse osmosis?

(1) If you billed monthly you would probably save water and get a more constant flow of cash.