This past year, Piqua Utility Billing Office commissioned a research study to gain understanding of customer satisfaction and to identify areas of improvement. This is a follow-up to the 2022 survey, which was completed prior to the billing system conversion and implementation of SmartHub.
The results of this research were received this past spring and showed some significant improvements from the 2022 data. Some highlights include:
- Customer satisfaction with refuse and recycling service increased by nearly 10 percent.
- Nearly 93 percent of customers reported being satisfied with the reliability of Piqua’s electric service.
- Nearly 83 percent of customers who had recently contacted Piqua Utility Billing Office reported being satisfied with their customer service experience.
R.J. Monnier, Utility Business Office Manager, provided a review of the results to City Commission on April 16, 2024. You can watch the video here for more information about the survey results.