UTILITIES INFRASTRUCTURE PERFORMANCE SURVEY CHECKLIST

Created by ChecklistGuro (https://checklistguro.com)


--- CUSTOMER SATISFACTION ---
[ ] Overall Satisfaction (1-10)
[ ] How would you describe your recent experience? (Excellent, Good, Average, Fair, Poor)
[ ] What did we do well?
[ ] How could we improve?
[ ] Was our representative helpful? (Yes, No, Somewhat)
[ ] How likely are you to recommend us?

--- SERVICE RELIABILITY ---
[ ] Average Daily Outage Duration (minutes)
[ ] Frequency of Unexpected Service Interruptions (per month)
[ ] Overall Service Reliability Rating (Excellent, Good, Fair, Poor)
[ ] Percentage of Time Service Meets Agreed-Upon Standards
[ ] Date of Last Significant Service Disruption
[ ] Describe any recurring reliability issues observed

--- OUTAGE MANAGEMENT ---
[ ] Average Outage Duration (minutes)
[ ] Number of Outages per Year
[ ] Time of Initial Outage Notification
[ ] Notification Method (Primary) (Phone, Email, Text Message, Website, Social Media)
[ ] Describe any challenges encountered during the outage (e.g., communication issues, crew availability)
[ ] Date of Outage
[ ] Reason for Outage (Initial Assessment) (Equipment Failure, Weather Related, Accidental Damage, Planned Maintenance, Unknown)
[ ] Estimated Time of Restoration (ETR) Accuracy (minutes)

--- BILLING ACCURACY ---
[ ] Invoice Amount
[ ] Actual Consumption (if applicable)
[ ] Is the billed amount correct? (Yes, No, Not Sure)
[ ] If the billed amount is incorrect, please explain the discrepancy.
[ ] Date of Invoice
[ ] Were there any unusual charges? (Yes, No, Not Sure)
[ ] Please provide any relevant details about the invoice.

--- COMMUNICATION EFFECTIVENESS ---
[ ] How timely were communications regarding recent service updates? (Very Timely, Timely, Somewhat Timely, Not Timely)
[ ] How clear were the explanations provided in communications? (Very Clear, Clear, Somewhat Clear, Not Clear)
[ ] 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) (Email, SMS/Text Message, Website, Social Media (Facebook, Twitter, etc.), Mobile App)
[ ] Please provide any suggestions for improving our communication methods.

--- ENVIRONMENTAL IMPACT ---
[ ] Estimated Carbon Emissions Reduction (tons/year)
[ ] Compliance with Environmental Regulations? (Fully Compliant, Mostly Compliant, Partially Compliant, Not Compliant)
[ ] Describe any environmental incidents or concerns encountered.
[ ] Which environmental certifications does the utility hold? (ISO 14001, LEED, Energy Star, None)
[ ] Water Usage Reduction (gallons/day)
[ ] Attach Environmental Impact Report (if applicable)

--- INFRASTRUCTURE CONDITION ---
[ ] Pipe Corrosion Level (Scale 1-10)
[ ] Average Wire Sag (in inches)
[ ] Type of Visible Damage Observed (Cracking, Rust, Leaking, Discoloration, None 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 ---
[ ] Were safety briefings conducted before work? (Yes, No, Not Applicable)
[ ] Number of near misses reported this period
[ ] Which PPE (Personal Protective Equipment) was observed being consistently used? (Hard Hat, Safety Glasses, Gloves, High-Visibility Vest, Steel-Toe Boots, Hearing Protection, None Observed)
[ ] Were lock-out/tag-out procedures followed during maintenance? (Yes, No, Not Applicable)
[ ] Date of last safety audit
[ ] Describe any observed safety hazards or concerns.

--- EMPLOYEE PERFORMANCE ---
[ ] Professionalism (Appearance & Demeanor) (Excellent, Good, Fair, Poor)
[ ] Knowledge of Services/Procedures (Excellent, Good, Fair, Poor)
[ ] Describe Employee’s Communication Skills
[ ] Employee's Response Time (Average)
[ ] Employee’s Problem-Solving Abilities (Excellent, Good, Fair, Poor)
[ ] Any suggestions for improvement?

--- OVERALL VALUE ---
[ ] Rate the overall value for money (1-10, 1=Poor, 10=Excellent)
[ ] Do you feel you receive good value for the services provided? (Yes, No, Not Sure)
[ ] Please explain your rating regarding overall value.
[ ] Compared to similar utility providers, do you think our prices are: (Higher, Lower, About the Same)
[ ] 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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