Utilities Infrastructure Performance Survey Checklist
Assess and improve vital utility services! This checklist streamlines your infrastructure performance surveys, ensuring reliable power, water, and gas for your community. Identify areas for optimization and boost public satisfaction with our easy-to-use template.
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Customer Satisfaction
Assess customer perception of services and responsiveness.
Overall Satisfaction (1-10)
How would you describe your recent experience?
What did we do well?
How could we improve?
Was our representative helpful?
How likely are you to recommend us?
Service Reliability
Evaluate the consistency and dependability of utility services.
Average Daily Outage Duration (minutes)
Frequency of Unexpected Service Interruptions (per month)
Overall Service Reliability Rating
Percentage of Time Service Meets Agreed-Upon Standards
Date of Last Significant Service Disruption
Describe any recurring reliability issues observed
Outage Management
Analyze the effectiveness of outage response and restoration processes.
Average Outage Duration (minutes)
Number of Outages per Year
Time of Initial Outage Notification
Notification Method (Primary)
Describe any challenges encountered during the outage (e.g., communication issues, crew availability)
Date of Outage
Reason for Outage (Initial Assessment)
Estimated Time of Restoration (ETR) Accuracy (minutes)
Billing Accuracy
Verify the precision and clarity of billing statements.
Invoice Amount
Actual Consumption (if applicable)
Is the billed amount correct?
If the billed amount is incorrect, please explain the discrepancy.
Date of Invoice
Were there any unusual charges?
Please provide any relevant details about the invoice.
Communication Effectiveness
Gauge the clarity and timeliness of communications regarding outages, maintenance, and changes.
How timely were communications regarding recent service updates?
How clear were the explanations provided in communications?
On a scale of 1-5 (1 being poor, 5 being excellent), how would you rate the clarity of our outage notifications?
Which channels do you prefer to receive updates from us? (Select all that apply)
Please provide any suggestions for improving our communication methods.
Environmental Impact
Evaluate adherence to environmental regulations and sustainability practices.
Estimated Carbon Emissions Reduction (tons/year)
Compliance with Environmental Regulations?
Describe any environmental incidents or concerns encountered.
Which environmental certifications does the utility hold?
Water Usage Reduction (gallons/day)
Attach Environmental Impact Report (if applicable)
Infrastructure Condition
Assess the physical state and maintenance of utility infrastructure (e.g., pipes, wires).
Pipe Corrosion Level (Scale 1-10)
Average Wire Sag (in inches)
Type of Visible Damage Observed
Detailed Description of Any Observed Damage
Date of Last Infrastructure Inspection
GPS Coordinates of Damaged Area (if applicable)
Attach Photos of Infrastructure Condition
Safety Procedures
Review adherence to safety protocols for employees and the public.
Were safety briefings conducted before work?
Number of near misses reported this period
Which PPE (Personal Protective Equipment) was observed being consistently used?
Were lock-out/tag-out procedures followed during maintenance?
Date of last safety audit
Describe any observed safety hazards or concerns.
Employee Performance
Gather feedback on employee professionalism, knowledge, and helpfulness.
Professionalism (Appearance & Demeanor)
Knowledge of Services/Procedures
Describe Employee’s Communication Skills
Employee's Response Time (Average)
Employee’s Problem-Solving Abilities
Any suggestions for improvement?
Overall Value
Determine if customers perceive the services received as worth the cost.
Rate the overall value for money (1-10, 1=Poor, 10=Excellent)
Do you feel you receive good value for the services provided?
Please explain your rating regarding overall value.
Compared to similar utility providers, do you think our prices are:
On a scale of 1-5 (1 being not important at all, 5 being extremely important), how important is cost to your satisfaction?
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