Research Shows Customers Value Chelan County PUD and Predictable Rates

Customer-owners give Chelan County PUD high marks for reliable service and low rates, and they want any rate increases to be small, predictable and justifiable. They especially like PUD parks and say they’re willing to pay more to keep them in good order.

Those findings of community opinion research were presented to Chelan County PUD commissioners by a consultant who surveyed 450 random customer-owners by phone, held focus groups with employees and community members and interviewed 23 community leaders one-on-one for at least a half-hour each.

The research is one of the first steps in the next phase of long-term strategic planning that is under way by the PUD as it plans for important decisions to be faced as historic long-term power sales contracts expire in 2011-2012 and as utility regulations and requirements continue changing. General Manager Rich Riazzi told commissioners it is important for the PUD to understand the priorities of the broad Chelan County customer base, and survey research is one way to add to input received at public meetings.

“To be durable over time,” said Riazzi, “our choices need to reflect customer values. This is a first look at customer-owner perspectives that we can build on as needed and as the process moves forward.”

Riazzi explained the PUD would also be using a variety of other information including financial, weather, power market, risk and operational modeling tools to build its strategic plan.

Other key findings of the community opinion research included: 

• Participants recognized their rates are among the lowest in the country;
• This year’s 9-percent electric rate surcharge had no effect on 61 percent of customers (was seen as neutral), and 40 percent were unaware it was in effect;
• Management is on the right track and respected;
• The PUD is still working against negative feelings about its previous two general managers;
• PUD salaries aren’t always seen as consistent with cutting costs during tight times; 
• Investments in hydropower, transmission and distribution and conservation head the list of priorities for the future;
• If the PUD ever has additional revenues in excess of costs, it should put money toward reducing debt and creating a rainy day fund;
• The fiber system is highly valued, but the cost of completing the build-out is a concern. 

Return to January 2010 Western Energy News

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