| JD Power ScoreWTR-Water |
Analysis | |
The JD Power score for FY21 was 735 as compared to a national average of 747. The annual score increased year over year from FY20 (722) to FY21 (735). An initiative has been included in the FY20 & FY21 Business Plan to create a cross functional team both to analyze the data and develop initiatives to focus/improve on 2 of the areas that need improvement. In addition, it is expected that the new Customer Portal (which has been delayed) will improve scores in multiple areas of the survey over time.
Measure Definition & Importance |
Customer Satisfaction survey conducted annually by JD Power used to see where Fort Worth compares to the Regional and National ratings for the following components: Delivery, Price, Billing & Payment, Conservation Efforts, Communications, and Customer Service. A national average score is provided as well as the score achieved by the utility. Fort Worth will utilize this data to determine operational and customer strategy opportunities.
Attributes |
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WTR.4.1 Customer Satisfaction
WTR-Water
JD Power Score |
Attachments |
JD Power Score |
Measure Data | Last Calculated 17 days ago |
| Period |  | Status | JD Power Score | Overall Target | High Variance (FY Target) | Low Variance |
|---|---|---|---|---|---|---|
| FY2013 |  | Monitoring/No Info | 714.00 | 705.00 | ||
| FY2014 | | Monitoring/No Info | 714.00 | 705.00 | ||
| FY2015 | | Monitoring/No Info | 714.00 | 705.00 | ||
| FY2016 | | On Target | 714.00 | 714.00 | 705.00 | |
| FY2017 |  | Lagging | 705.00 | 714.00 | 705.00 | |
| FY2018 | | Lagging | 708.00 | 709.00 | 714.00 | 705.00 |
| FY2019 | | On Target | 740.00 | 717.00 | 720.00 | 711.00 |
| FY2020 | | On Target | 722.00 | 717.00 | 720.00 | 711.00 |
| FY2021 | | On Target | 735.00 | 747.00 | 720.00 | 711.00 |
| FY2022 | | Monitoring/No Info |
Data Source Details & Calculation Information |
This data is received from the annual JD Power Water Utlity Residential Customer Satisfaction Survey that is distributed in May of each year. Data is gathered regarding Delivery, Price, Billing & Payments, Conservation Efforts, Communication and Customer Service. Ratings are at both a Regional and National level.
Measure Type |
Performance Liaison |
| DW | Donail Williams (WTR- Water) |
Data Owner |
Target Type |
Measure ID |
Administrator Notes |
Performance Liaison Notes |