PrePay Online Survey Results 2014 Based on 348 responses
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Transcript of PrePay Online Survey Results 2014 Based on 348 responses
PrePay Online Survey
Results 2014Based on 348 responses
PrePay Survey Results
9%7%
11%2%
<1% 1% 2%5% 4%
59%
0%
20%
40%
60%
80%
100%
1 2 3 4 5 6 7 8 9 10
Satisfaction with convenience of making PrePay payments
1 = Not at all satisfied ------------------------------------> 10 = Very satisfied
Average = 8.69
PrePay Survey Results
12%4%
11%2%
1% 2% 2%5% 4%
58%
0%
20%
40%
60%
80%
100%
1 2 3 4 5 6 7 8 9 10
Satisfaction with prompt/helpful response to questions
1 = Not at all satisfied ------------------------------------> 10 = Very satisfied
Average = 8.70
PrePay Survey Results
11%5%9%3%
1% 1% 2% 3% 2%
65%
0%
20%
40%
60%
80%
100%
1 2 3 4 5 6 7 8 9 10
Satisfaction with how well Ozarks staff explained PrePay
1 = Not at all satisfied ------------------------------------> 10 = Very satisfied
Average = 8.88
PrePay Survey Results
16%4%
11%2%
0% 2% 1%4% 4%
55%
0%
20%
40%
60%
80%
100%
1 2 3 4 5 6 7 8 9 10
Overall satisfaction with PrePay Energy Billing
1 = Not at all satisfied ------------------------------------> 10 = Very satisfied
Average = 8.73
PrePay Survey Results
>1%
4%
14%
15%
38%
86%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Balance notifications(calls,email,texts)
www.MyUsage.com
MyUsage.com mobileapp
Automated phonesystem
Ozarks Electric rep
Services used to monitor balance
PrePay Survey Results
6%
71%
23%
0%
20%
40%
60%
80%
100%
More often than beforeenrolling
Less often than before enrolling Same as before enrolling
After enrolling, how often have you needed to contact Ozarks?
PrePay Survey Results
5%
7%
8%
19%
19%
43%
0% 10% 20% 30% 40% 50% 60%
Automated phone sytem
Ozarks Electric offices
Online
Ozarks Electric rep(phone)
PaySite Kiosk
Smartphone app
Preferred method of adding money to account
PrePay Survey Results
No4%
Yes96%
Do you use alerts as part of your PrePay Energy billing service?
PrePay Survey Results
69%
76%
77%
77%
84%
85%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Daily balance
Low balance
Recharge
Disconnect
Pending disconnect
Reconnect
Usefulness of each type of alert
*Top Box Percentage (8-10 ratings) and Average on 10-pt scale
8.97*
8.89*
8.46*
8.42*
8.41*
7.86*
PrePay Survey Results
22%
31%29%
18%
0%
10%
20%
30%
40%
0-3 months 4 - 6 months 7 - 12 months More than 1 year
How long have you been enrolled in PrePay Energy billing?
PrePay Survey Results
5%
13%
29%
52%
0% 10% 20% 30% 40% 50% 60%
I use electricty moreefficiently than before
I use electricitysomewhat more
efficiently than before
No change in how I useelectricity
I use electricity lessefficiently than before
How has PrePay billing affected how you use electricity?
PrePay Survey Results
Yes 49%
No21%
Somewhat 30%
Very likely 71%
Not at all likely6%
Somewhat likely23%
Has Prepay helped you save money?
How likely would you be to recommend PrePay to a friend or relative?
PrePay Survey Results
Very likely 73%
Not at all likely7%
Somewhat likely20%
How likely would you be to sign up to use PrePay again in the future?
PrePay Survey Results
1%
2%
1%
27%
10%
60%
0% 10% 20% 30% 40% 50% 60% 70%
Single-family residence
Mobile/modular home
Multi family:Apt/condo/duplex
Vacation/seasonal
Farm
Non-residence
Which best describes your service location?
PrePay Survey Results
6%
21%
37%
7%
26%
3%
0% 10% 20% 30% 40% 50%
Less than high school
High schooldegree/GED
Vocational/trade school
Some college
College graduate
Graduate/professionalschool
What is the highest level of education you have completed?
PrePay Survey Results
15%28% 24%
16% 18%
0%
20%
40%
60%
80%
100%
1 2 3 4 5+
How many people live in your home?
Average = 2.95
PrePay Survey Results
16%
33%
27%
18%
6%
1%0%
0%
10%
20%
30%
40%
Under 25 25 - 34 35 - 44 45 - 54 55 - 64 65 - 74 75+
Age of primary account holder
PrePay Survey Results
2%
4%
6%
8%
9%
11%
11%
15%
16%
18%
0% 10% 20% 30%
White collar
Sales/service
Office
Self employed
Unemployed
Non-office hourly
Fulltime student
Manufacturing
Retired
Farmer/rancher
Occupation of primary account holder