NOTL Hydro will be commencing mandatory Regulated Customer Satisfaction Surveys starting the week of February 10th, 2025. A third party, Oraclepoll, has been contracted to perform this survey on behalf of NOTL Hydro and will be calling account holders until the minimum required responses have been obtained.
We encourage customers to participate in this survey and appreciate all that take the time to answer questions. We would like to confirm that no identifying information is to be asked during this survey. For your convenience the questions that are to be asked are shown below. There will be a brief introduction followed by:
- How familiar are you with NOTL Hydro, which operates the electricity distribution system in your community? Would you say you are very familiar, somewhat familiar or not familiar?
- Thinking specifically about the services provided to you and your community by NOTL Hydro, overall, how satisfied you are with the services that you receive from NOTL Hydro. Please respond using a scale from one very satisfied to five very dissatisfied.
Please rate each of the following areas using a scale from one very satisfied to five very dissatisfied.
- The reliability of your electricity service – as judged by the number of power outages you
- The amount of time it takes to restore power when power outages
- The quality of the power delivered to you as judged by the absence of voltage fluctuations that can result in the flickering or dimming of
- The bills being accurate
- Being provided convenient options to both receive and pay bills.
- Overall, how satisfied are you with the customer service provided by NOTL Hydro? Please respond using a scale from one very satisfied to five very dissatisfied.
- Overall, how satisfied or dissatisfied are you with the communications that you receive from NOTL Hydro related specifically to your electrical service? Please respond using a scale from one very satisfied to five very dissatisfied.
While NOTL Hydro is responsible for collecting payment for the entire electricity bill, they retain a portion of the average residential customer’s bill. The rest of the bill goes to power generation companies, transmission companies, the provincial government and regulatory agencies.
- Before this survey, how familiar were you with the percentage of your electricity bill that went to NOTL Hydro? Would you say you were very familiar, somewhat familiar, or not familiar?
- Do you feel that the % of your total electricity bill that you pay to NOTL Hydro for the services they provide is very reasonable, somewhat reasonable, somewhat unreasonable or very unreasonable?
- Is there anything you would like NOTL Hydro to do to improve its services to you?
The next series of questions involve our social media feeds and electronic billing.
- Have you visited the NOTL Hydro Facebook page in the last 6 months?
- Have you visited the NOTL Hydro Twitter page in the last 6 months?
- How satisfied are you with the communications provided on the Facebook or Twitter pages?
- Is there additional information you would like to see provided on the Facebook or Twitter pages? [OPEN}
- Are you currently signed up for NOTL Hydro online tool called ‘myAccount’?
- What do you mainly use it for?
- Are you currently receiving a paper or electronic bill?
- How likely are you to switch to an electronic bill in the future? Would you say you are very likely, likely or not likely?
- What can NOTL Hydro do to help encourage you to switch to an electronic bill?
Using a scale from 1-very important to 5-not at all important, please rate each of the following aspects of NOTL Hydro business.
- Having fewer power outages
- Reducing the duration of power outages when they happen.
- Keeping electricity bills manageable
- Investing in innovative services such as renewable energy, battery storage, smart home features
- Educating public as it relates to electrical safety
- Opportunities for you to learn more about NOTL Hydro plans to maintain the poles and wires that service you
Additional Questions
- How do you prefer to receive important from Niagara-on-the-Lake Hydro?
- How easy or difficult is it for you to find the information that you need on your hydro bill?
- Do you have a positive experience with NOTL Hydro that you would like to share? Negative experiences may also be submitted.
- Do you have any final comments regarding NOTL Hydro?
Thank you very much for taking the time to complete this survey.