Customer Satisfaction Survey

Thank you for being a Citizens Energy Group customer. You've been randomly chosen to take part in a brief survey to let us know what we're doing well and where we can improve.

Please take a few minutes to share your opinions, which are essential in helping us provide the best online experience possible.

1: *Please rate the following on requesting and scheduling service:

Ease of requesting and scheduling1=PoorExcellent=10
1=Poor
Excellent=10
2: *Speed of receiving service1=PoorExcellent=10
1=Poor
Excellent=10
3: *Convenience to my schedule and needs of the service visit1=PoorExcellent=10
1=Poor
Excellent=10
4: *Please rate the following on the service itself:

Resolution of your problem or issue1=Not Resolved at allCompletely Resolved=10
1=Not Resolved at all
Completely Resolved=10
5: *Speed of completion of service1=PoorExcellent=10
1=Poor
Excellent=10
6: *Explanation provided1=PoorExcellent=10
1=Poor
Excellent=10
7: *Please rate the team that provided service on the following:

Responsiveness to your needs during the visit1=PoorExcellent=10
1=Poor
Excellent=10
8: *Authority to complete the service on their own1=PoorExcellent=10
1=Poor
Excellent=10
9: *Respect for your home or property1=PoorExcellent=10
1=Poor
Excellent=10
10: *What is your overall satisfaction with this service visit?1=Very DissatisfiedVery Satisfied=10
1=Very Dissatisfied
Very Satisfied=10
11: *How well did this service visit meet your expectations?1=Fell ShortExceeded=10
1=Fell Short
Exceeded=10
12: *How well does this service visit compare with an ideal service visit?1=Not Very CloseVery Close=10
1=Not Very Close
Very Close=10
13: *Please rate your level of confidence in Citizens Energy Group.1=Not At All ConfidentVery Confident=10
1=Not At All Confident
Very Confident=10
14: *Please rate your level of trust in Citizens Energy Group.1=No TrustComplete Trust=10
1=No Trust
Complete Trust=10
15: *How likely are you to communicate with others about your Citizens Energy Group service experience?1=Very UnlikelyVery Likely=10
1=Very Unlikely
Very Likely=10
16: *How likely are you to recommend Citizens Energy Group to someone else moving to the area?1=Very UnlikelyVery Likely=10
1=Very Unlikely
Very Likely=10
17: *Thinking of all aspects of Citizens Energy Group, please select a number below to rate your overall satisfaction with Citizens.1=Very Dissatisfied  Very Satisfied=10 
1=Very Dissatisfied
Very Satisfied=10
18: *Please rate how well your expectations were met by the Field Service Technician in the following areas:

Respect for you1=Fell short of expectations  Far exceeds expectations=10 
1=Fell short of expectations
Far exceeds expectations=10
19: *Professional appearance1=Fell short of expectations  Far exceeds expectations=10 
1=Fell short of expectations
Far exceeds expectations=10
20: *Explaining things so that you understand1=Fell short of expectations  Far exceeds expectations=10 
1=Fell short of expectations
Far exceeds expectations=10
21: *Showing concern and caring for your problem or request1=Fell short of expectations  Far exceeds expectations=10 
1=Fell short of expectations
Far exceeds expectations=10
22: *Quality of the service1=Fell short of expectations  Far exceeds expectations=10 
1=Fell short of expectations
Far exceeds expectations=10
23: *Friendliness of the Field Service Technician1=Fell short of expectations  Far exceeds expectations=10 
1=Fell short of expectations
Far exceeds expectations=10
25: *Please rate the following statement: Citizen Energy Group Field Service Technicians are recognizable as utility workers, including at night.1=Strongly Disagree  Strongly Agree=10 
1=Strongly Disagree
Strongly Agree=10
25.1: *Would Field Service Technicians be more recognizable as utility workers for Citizens Energy Group if dressed in a brighter color?
25.2: *Would additional branding or logos on the back of the uniform make Field Service Technicians more recognizable?
27: *Did you have a scheduled appointment with the Field Service Technician?
27.1: *Did the Field Service Technician arrive on site in a timely manner?
28: *Did the Field Service Technician complete all work as requested?
28.2: *Did this require you to schedule another service appointment?

Thank you for taking our survey - and for helping us serve you better.

Please note you will not receive a response from us based on your survey comments. If you would like us to contact you about your feedback, please visit the Contact Us section of our website.