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02-18-20 PRL&L Committee Packet
OTAY WATER DISTRICT CONSERVATION, PUBLIC RELATIONS, LEGAL & LEGISLATIVE COMMITTEE MEETING and SPECIAL MEETING OF THE BOARD OF DIRECTORS 2554 SWEETWATER SPRINGS BOULEVARD SPRING VALLEY, CALIFORNIA Board Room TUESDAY February 18, 2020 1:00 P.M. or immediately following the Finance and Administration Committee This is a District Committee meeting. This meeting is being posted as a special meeting in order to comply with the Brown Act (Government Code Section §54954.2) in the event that a quorum of the Board is present. Items will be deliberated, however, no formal board actions will be taken at this meeting. The committee makes recommendations to the full board for its consideration and formal action. AGENDA 1. ROLL CALL 2. PUBLIC PARTICIPATION – OPPORTUNITY FOR MEMBERS OF THE PUBLIC TO SPEAK TO THE BOARD ON ANY SUBJECT MATTER WITHIN THE BOARD'S JURISDICTION BUT NOT AN ITEM ON TODAY'S AGENDA DISCUSSION ITEMS 3. PRESENTATION ON THE CUSTOMER OPINION SURVEY (OTERO) 4. ADJOURNMENT BOARD MEMBERS ATTENDING: Mark Robak, Chair Hector Gastelum 2 All items appearing on this agenda, whether or not expressly listed for action, may be de- liberated and may be subject to action by the Board. The Agenda, and any attachments containing written information, are available at the Dis- trict’s website at www.otaywater.gov. Written changes to any items to be considered at the open meeting, or to any attachments, will be posted on the District’s website. Copies of the Agenda and all attachments are also available through the District Secretary by con- tacting her at (619) 670-2280. If you have any disability that would require accommodation in order to enable you to par- ticipate in this meeting, please call the District Secretary at 670-2280 at least 24 hours pri- or to the meeting. Certification of Posting I certify that on February 14, 2020 I posted a copy of the foregoing agenda near the regular meeting place of the Board of Directors of Otay Water District, said time being at least 24 hours in advance of the meeting of the Board of Directors (Government Code Section §54954.2). Executed at Spring Valley, California on February 14, 2020. /s/ Susan Cruz, District Secretary STAFF REPORT TYPE MEETING: Regular Board Meeting MEETING DATE: March 11, 2020 SUBMITTED BY: Tenille M. Otero Communications Officer PROJECT: Various DIV. NO. All APPROVED BY: Mark Watton, General Manager SUBJECT: Informational Item: Customer Opinion Survey Report GENERAL MANAGER’S RECOMMENDATION: No recommendation. This is an informational item only. COMMITTEE ACTION: See Attachment A. PURPOSE: To present the Board of Directors with the findings of the Customer Opinion Survey. ANALYSIS: The Otay Water District’s Strategic Plan’s Customer Section goal is to execute and deliver services that meet or exceed customer expectations and increase customer engagement to improve District services. As part of the Strategic Plan’s efforts to enhance and build awareness and engagement among the District’s customers and stakeholders of the District’s strategies, policies, projects, programs, and legislative/regulatory issues, District staff implemented a Customer Opinion Survey in January 2020. The Strategic Plan outlines two separate surveys to be conducted in fiscal year 2020, one, a customer-awareness survey, in quarter three and the other, a call-center survey, in quarter four. Per the Board’s request, both surveys were conducted earlier, in quarter three. The District hired True North Research, Inc. (True North), a full-service survey research firm, to conduct the survey. True North also conducted the San Diego County Water Authority’s Public Opinion Poll in 2019. AGENDA ITEM 3 2 The District has conducted two separate surveys in previous years, including a Customer Satisfaction Survey and Call Center Survey. After evaluating the District’s needs, True North recommended that the surveys be combined, with the goal of continuing to evaluate general customer awareness about the District and the customer service call center. To do this, True North oversampled additional customers. Since survey methodology trends have evolved, coupled with combining the two surveys in 2020, the methodology used for this report varies from previous reports. Although making comparisons to previous years’ data can be done, it is not recommended by the consultant due to sampling and data collection and methodology differences. Staff conducted previous Customer Awareness surveys in 2012 and 2015 and the Call Center Survey in 2012. The purpose of the Customer Opinion Survey is to obtain information from customers about their overall perception of the District's services, programs, and activities, with the ultimate goal of improving services, customer service, and communications. This study uses a methodology that avoids reliance on residents to initiate the feedback, thus also preventing the creation of a self-selection bias. On a daily basis, the District receives feedback mostly from those customers who are motivated enough to contact the District because they are either very pleased or very displeased, so those collective opinions are not necessarily representative of residential customers in the District’s service area as a whole. Therefore, the study provides a statistically reliable measure of customers’ perceptions, opinions, and satisfaction as they relate to the District and the services it provides. Ultimately, the survey results and analyses presented in the report provide the District with information that can be used to make sound, strategic decisions in a variety of areas, including measuring and tracking internal performance, customer service, community outreach, public education, marketing, planning, and budgeting. True North conducted the survey Jan. 7 through Jan. 15, 2020 to a random sample of 800 residential customers within the District’s service area. To evaluate the call center and customer service, the study oversampled 213 customers who had contacted the District about one or more issues within the last six months prior to the survey. The data was weighted prior to analysis to adjust for the oversample so that the figures presented in this report are representative of residential customers overall. Through the study, the consultant originally set out to complete 600 interviews, but had a strong response from participants, collecting 200 more than anticipated. The survey aimed to do the following: • Profile residents’ perceptions and opinions of the Otay Water District; 3 • Measure residential customers’ overall satisfaction with the District’s efforts to provide water services, their satisfaction with a variety of specific services, and the perceived value of service they receive from the District; • Assess perceptions of the District’s customer service; • Profile customers’ perceptions of water reliability, their support for potential solutions, as well as their household’s conservation behaviors; • Determine satisfaction with (and perceived effectiveness of) the District’s communication with residents; and • Gather relevant background and demographic information (demographics are included on page 43 of the report). The survey, conducted in English and Spanish, followed a mixed-method design that employed multiple recruiting methods (email and telephone) and multiple data-collection methods (telephone and online). Of the 800 completed surveys, 599 were gathered online and 201 by telephone. Based on the District’s estimated customer population, a sample size of 800 respondents allows a 95 percent confidence level that the results of the survey are within a plus or minus 3.4 percent of what the research would have found if True North interviewed every residential customer in the District. The cooperation rate for the telephone method was very high, with 73 percent of eligible customers reached agreeing to participate in the survey. A corresponding cooperation rate on the online side is not available as there is no measure of how many email invitations actually reached the intended recipients were opened and read. Spanish language respondents comprised approximately five percent of the final sample, which accounted for 11 percent of all surveys completed via cell phone, three percent of surveys completed via landline phone, and four percent of surveys completed online as a result of the emailed invitation. The average length of the survey was 17 minutes. All data is available in the detailed report in attachments C and D, but highlights of the survey are as follows: • 89 percent of customers indicated they were satisfied with the job the District is doing to provide water services to their household. • Across various services provided by the District, the District received the highest rates of satisfaction for providing reliable water service and convenient hours of operation (each 95 percent), followed by keeping the water system in good 4 condition through timely repairs and maintenance (94 percent), provide good customer service (93 percent), and ensure an adequate water supply now and in the future (93 percent). • When presented with six services their household may receive, trash collection received the highest percentage of respondents indicating that the amount paid for the service was either too low or reasonable (57 percent), followed by sewer (39 percent) and water (35 percent). Cell phone service, electricity, and television received lower ratings, meaning they think those services are less reasonable in price. • Approximately 72 percent of respondents could not or would not provide an estimate when asked how much they thought the water that their household receives costs per gallon. • Among customers who contacted the District about an issue in the six months preceding the survey, 75 percent reported that the issue was ultimately resolved to their satisfaction. • More than three-quarters of customers who had been in contact with the District indicated that they were very or somewhat satisfied with the courtesy of the service representative (84 percent), their ability to reach a service representative (83 percent), and the knowledge and expertise of the service representative (75 percent). • Overall, 12 to 14 percent of respondents felt that the reliability of the water supplies in California, Southern California, and San Diego County would improve over the next 10 years, with the rating slightly higher for the Otay Water District’s service area at 16 percent. • Seventy-seven percent of respondents offered that they had taken one or more actions to reduce their household’s water usage in the past 12 months, whereas 18 percent confided they had not attempted to use less water. • Eighty-three percent of respondents indicated that they were satisfied with the District’s efforts to communicate with customers through newsletters, social media, bill inserts, web, direct mail, and/or other means. The consultant recommends that a report be conducted approximately every two years and not be conducted annually because that is generally not enough time to evaluate and implement changes. FISCAL IMPACT: Joe Beachem, Chief Financial Officer There is no fiscal impact associated with this action. STRATEGIC GOAL: 5 Execute and deliver services that meet or exceed customer expectations and increase customer engagement in order to improve District Services. LEGAL IMPACT: None. General Manager Attachments: A) Committee Action B) Presentation C) Customer Opinion Survey Summary Report D) Appendix A, Cross Tabulations 6 ATTACHMENT A SUBJECT/PROJECT: Informational Item: Customer Opinion Survey Report COMMITTEE ACTION: The Conservation, Public Relations, Legal, and Legislative Committee is scheduled to review this item at the monthly Board meeting to be held on March 11, 2020. The attachment will be updated with notes from the Feb. 18 committee’s discussion. 2/13/2020 C USTOMER OPINION S URVEY C ONDUCTED FOR THE OTAY WATER D ISTRICT P RESENTED BY TIMOTHY MCL ARNEY PH.D. Attachment B 22 o Profile perceptions of Otay Water District o Measure satisfaction with water services o Gather feedback on customer service when customers contact the District o Profile perceptions of water reliability and support for potential solutions o Assess the effectiveness of District communications PURPOSE OF STUDY 33 o Conducted January 7th to January 15th, 2020 o Stratified Random Sample of 800 residents in the Otay Water District’s service area o Mixed-Method approach o Recruited via email and phone o Data collection via phone and online o 17-minute average interview length o English & Spanish o Overall margin of error is ±3.4% METHODOLOGY OF STUDY 44 OVERALL SATISFACTION Not sure 2.7 Prefer not to answer 0.8 Very dissatisfied 2.1 Somewhat dissatisfied 5.3 Very satisfied 55.4 Somewhat satisfied 33.8 55 OVERALL SATISFACTION BY ACCOUNT SETUP YEAR, HOME OWNERSHIP STATUS & CONTACTED DISTRICT IN PAST 6 MONTHS 49.3 56.1 55.0 57.3 52.3 56.1 37.4 35.8 35.0 25.6 33.9 34.0 57.757.556.7 Very satisfied 66.3 32.230.430.6 Smwt satisfied 20.9 0 10 20 30 40 50 60 70 80 90 100 2019 2017-18 2015-16 2010-14 2000-09 Before 2000 Own Rent/Live w/others Yes No Account Setup Year Home Ownership Status (QD4) Contacted District in Past 6 Months (Q7,8) % R e s p o n d e n t s 66 OVERALL SATISFACTION BY AGE & SERVICE ADDRESS 62.3 50.8 57.5 65.3 67.2 62.5 31.0 37.3 33.2 26.4 24.6 26.1 Very satisfied 46.9 63.7 59.8 48.0 Smwt satisfied 37.9 28.9 31.1 38.3 0 10 20 30 40 50 60 70 80 90 100 Under 35 35 to 44 45 to 54 55 to 64 65 or older Chula Vista El Cajon Jamul Spring Valley Other Age (QD2)Service Address City % R e s p o n d e n t s 77 OVERALL SATISFACTION BY HOUSEHOLD INCOME & ETHNICITY 57.9 53.3 58.2 64.8 48.9 59.3 51.6 46.9 37.3 39.8 27.7 29.7 38.2 29.5 39.4 30.9 59.868.5 55.7Very satisfied 52.0 30.5 26.1 36.2Smwt satisfied 38.9 0 10 20 30 40 50 60 70 80 90 100 Less than $25K $25K to < $40K $40K to < $60K $60K to < $80K $80K to < $100K $100K to < $150K $150K or more Caucasian /White Latino/ Hispanic Af-American /Black Asian American Mixed/ Other Hsld Income (QD8)Ethnicity (QD7) % R e s p o n d e n t s 88 SATISFACTION WITH SERVICE ASPECTS 29.0 35.0 57.8 48.7 55.8 57.3 57.7 54.4 60.2 57.5 61.9 58.8 63.0 67.0 37.6 34.9 27.7 38.3 32.6 31.4 32.2 36.7 30.9 35.4 31.3 35.5 32.2 28.2 21.1 18.9 9.5 8.8 7.3 7.2 5.1 5.0 12.3 11.1 5.0 4.2 4.2 3 3 5.3 4.6 4 3 4 2 2 4.1 4.9 4 3 3 2 0 10 20 30 40 50 60 70 80 90 100 Offer good value for the cost of water services Provide rebate programs that encourage customers to purchase water-efficient appliances Provide sufficient water pressure Educate customers about ways to conserve water Provide high quality water Provide accurate billing statements Provide water that is safe to drink Communicate w customers about scheduled repairs, service disruptions, other water-related issues Provide water that is free of color and odor Ensure an adequate water supply now and in the future Provide good customer service Keep system in good condition through timely repairs, maintenance Provide convenient hours of operation Provide reliable water service % Respondents Who Provided Opinion Very satisfied Smwt satisfied Smwt dissatisfied Very dissatisfied 99 PERCEIVED COST OF SERVICE 9.2 24.9 32.8 35.2 38.7 56.1 12.4 15.5 18.7 24.0 15.5 16.7 8.3 14.3 5.0 1 1 1 1 1 13.3 10.5 18.4 18.7 20.1 19.3 50.0 22.5 19.5 34.4 17.0 9.7 2 5.4 3 0 10 20 30 40 50 60 70 80 90 100 Cable or satellite TV Electricity Cell phone Water Sewer Trash collection % Respondents Too low Reasonable A little too high Smwt too high Much too high Not sure / NA Prefer not to answer 1010 CONTACTED DISTRICT IN PAST 6 MONTHS No contact 77.5 Yes, contact 19.7 Not sure 2.7 1111 ISSUE RESOLVED TO SATISFACTION Prefer not to answer 2.0 Not sure 5.9 Satisfied 75.4 Dissatisfied 16.7 1212 SATISFACTION WITH SERVICE REPRESENTATIVE 57.0 59.9 65.3 17.7 22.8 18.7 6.4 4.1 6.9 6.8 5.4 12.0 6.4 8.62 0 10 20 30 40 50 60 70 80 90 100 The knowledge and expertise of the service representative Your ability to reach a service representative The courtesy of the service representative % Respondents Who Contacted District in Past 6 Months Very satisfied Smwt satisfied Smwt dissatisfied Very dissatisfied Not sure/Prefer not to answer 1313 EXPECTED RELIABILITY OF WATER SUPPLY 12.1 13.6 15.8 36.0 37.7 41.5 41.1 37.8 30.4 10.4 9.2 9.7 11.3 12.8 34.2 41.4 0 10 20 30 40 50 60 70 80 90 100 California Southern California San Diego County Otay Water District's Service Area Q16 Reliability of water supply in . . . % R e s p o n d e n t s Prefer not to answer Not sure Getting worse Staying about same Improving 1414 SUPPORT FOR WATER RELIABILITY SOLUTIONS 25.9 33.1 29.0 18.4 26.8 1 0 51.3 21.4 56.3 5 5 4 4 5 7 5 1 0 10 20 30 40 50 60 70 80 90 100 Recycle sewer water, purify it to clean drinking water standards using advanced water treatment technologies Desalinate and purify seawater to make clean drinking water Capture, store, treat rainwater, stormwater runoff to produce clean drinking water % Respondents Strongly support Smwt support Smwt oppose Strongly oppose Not sure Prefer not to answer 1515 SATISFACTION WITH COMMUNICATION Not sure 9.4 Prefer not to answer 0.5 Very dissatisfied 2.1 Somewhat dissatisfied 5.2 Very satisfied 41.7 Somewhat satisfied 41.2 1616 EFFECTIVENESS OF COMMUNICATION METHODS 13.9 12.2 24.0 28.3 17.7 23.6 33.1 27.4 32.6 34.8 44.7 23.0 28.3 33.8 30.3 41.8 40.4 33.8 41.3 39.3 38.7 36.2 0 10 20 30 40 50 60 70 80 90 100 Automated voice calls via telephone Social Media like Twitter, Facebook and Instagram Notices hung on your front door handle Text messages Sponsoring community events Otay Water District website Information inserted into your water bill envelope Postcards mailed to your house Newsletters mailed to your house Newsletters emailed to you / Electronic Newsletters Email % Respondents Very effective Somewhat effective 1717 Customer Satisfaction is High o 9/10 customers are satisfied overall with the water service they receive from Otay Water o Satisfaction is also high for various aspects of water service including reliability, hours of operation, and keeping the system well-maintained o Customers give high marks to Otay Water’s customer service in general, and those who contacted District were positive about representative’s performance in resolving their issue o More than 8/10 customers were satisfied with the District’s communication efforts KEY TAKE-AWAYS 1818 Opportunities for Improvement o Stay the course o Raise customer awareness of the cost/good value of water o Rebate programs o Field representatives clearly explaining to the customer the nature of a problem and how it can be fixed o Revisit the District’s communication strategies as preferences and technologies continue to evolve KEY TAKE-AWAYS Attachment C THIS PAGE INTENTIONALLY LEFT BLANK Ta b l e o f C o n t e n t s True North Research, Inc. © 2020 iOtay Water District . . . . . . . . . . . . . . . . T ABLE OF CONTENTS Table of Contents. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . i List of Tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .iii List of Figures. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . iv Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Purpose of Study . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Overview of Methodology. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Organization of Report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 Acknowledgements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 Disclaimer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 About True North. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 Just the Facts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 Satisfaction With Water Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 Value . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 Customer Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 Water Reliability Solutions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 Conservation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 Communication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 Conclusions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Satisfaction With Water Services. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Overall Satisfaction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Question 1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Reason for Dissatisfaction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 Question 2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 Specific Services. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 Question 3 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 Differentiators of Opinion . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 Value. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 Value Relative to Other Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 Question 4 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 Cost per Gallon . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 Question 5 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 Value for Cost . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 Question 6 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 Customer Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20 District Contact . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20 Question 7 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20 Question 8 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20 Reason for Contact. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22 Question 9 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22 Specific Water-Related Service Issue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22 Question 10 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23 Field Representatives . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23 Question 11 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23 Question 12 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24 Number of Contacts Needed to Resolve Issue. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24 Question 13 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24 Issue Resolved to Satisfaction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 Question 14 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 Satisfaction with Service Representatives . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 Question 15 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 Water Reliability Solutions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 Opinion of Water Supply. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 Ta b l e o f C o n t e n t s True North Research, Inc. © 2020 iiOtay Water District . . . . . . . . . . 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Question 16 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 Solutions to Increase Reliability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27 Question 17 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27 Conservation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 Expected Home Water Use . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 Question 18 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 Taken Actions to Reduce Water Usage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 Question 19 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 Actions Taken to Reduce Water Usage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 Question 20 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 Question 21 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 Question 22 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35 Communication. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36 Overall Satisfaction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36 Question 23 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36 Pipeline Newsletter. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 Question 24 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 Pipeline Newsletter Readership. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39 Question 25 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40 Communication Preferences. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41 Question 26 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42 Background & Demographics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43 Methodology . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44 Questionnaire Development . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44 Programming, Pre-Test & Translation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44 Sample, Weighting, Recruiting & Data Collection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44 Margin of Error Due to Sampling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45 Data Processing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46 Rounding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46 Questionnaire & Toplines. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47 Li s t o f T a b l e s True North Research, Inc. © 2020 iiiOtay Water District . . . . . . . . . . . . . . . . L IST OF TABLES Table 1 Satisfaction With Services by Overall Satisfaction With District. . . . . . . . . . . . . . . . 14 Table 2 Support for Water Reliability Solutions by Service Address City & Otay Water District’s Service Area (Showing % Strongly Support) . . . . . . . . . . . . . . . . . . . . . . . 28 Table 3 Support for Water Reliability Solutions Account by Setup Year & Taken Actions to Reduce Water Usage (Showing % Strongly Support) . . . . . . . . . . . . . . . . . . . . . . 28 Table 4 Effectiveness of Otay Water District Communication Efforts by Satisfaction With Communication & Age (Showing % Very Effective) . . . . . . . . . . . . . . . . . . . . . . . . . 42 Table 5 Demographics of Sample . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43 Li s t o f F i g u r e s True North Research, Inc. © 2020 ivOtay Water District . . . . . . . . . . . . . . . . L IST OF FIGURES Figure 1 Overall Satisfaction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Figure 2 Overall Satisfaction by Account Setup Year, Home Ownership Status & Contacted District in Past 6 Months . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 Figure 3 Overall Satisfaction by Age & Service Address City . . . . . . . . . . . . . . . . . . . . . . . . 11 Figure 4 Overall Satisfaction by Hsld Income & Ethnicity . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 Figure 5 Reason for Dissatisfaction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 Figure 6 Satisfaction With Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 Figure 7 Reasonableness of Amount Paid for Services. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 Figure 8 Estimated Cost of Water per Gallon. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 Figure 9 Estimated Cost of Water per Gallon by Account Setup Year, Home Ownership Status & Contacted District in Past 6 Months. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 Figure 10 Estimated Cost of Water per Gallon by Age & Service Address City . . . . . . . . . . . . 17 Figure 11 Estimated Cost of Water per Gallon by Hsld Income & Ethnicity. . . . . . . . . . . . . . . 17 Figure 12 Value of Water After Learning Cost . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 Figure 13 Value of Water After Learning Cost by Account Setup Year, Home Ownership Status & Contacted District in Past 6 Months. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 Figure 14 Value of Water After Learning Cost by Age & Service Address City. . . . . . . . . . . . . 19 Figure 15 Value of Water After Learning Cost by Hsld Income & Ethnicity . . . . . . . . . . . . . . . 19 Figure 16 Contacted District in Past 6 Months . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20 Figure 17 Contacted District in Past 6 Months by Account Setup Year & Home Ownership Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21 Figure 18 Contacted District in Past 6 Months by Age & Service Address City . . . . . . . . . . . . 21 Figure 19 Contacted District in Past 6 Months by Hsld Income & Ethnicity . . . . . . . . . . . . . . 21 Figure 20 Reason for Contacting District . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22 Figure 21 Problem With Water Service. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23 Figure 22 Field Representative Sent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23 Figure 23 Field Representative Service Performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24 Figure 24 Number of Contacts to Resolve Issue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24 Figure 25 Issue Resolved to Satisfaction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 Figure 26 Satisfaction With Service Representative . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 Figure 27 Opinion of Reliability of Water Supply . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 Figure 28 Support for Water Reliability Solutions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27 Figure 29 Future Water Usage. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 Figure 30 Future Water Usage by Account Setup Year, Home Ownership Status, Contacted District in Past 6 Months & Taken Action to Reduce Water Usage . . . . . 30 Figure 31 Future Water Usage by Age & Service Address City . . . . . . . . . . . . . . . . . . . . . . . . 30 Figure 32 Future Water Usage by Hsld Income & Ethnicity. . . . . . . . . . . . . . . . . . . . . . . . . . . 30 Figure 33 Taken Action to Reduce Water Usage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 Figure 34 Taken Action to Reduce Water Usage by Account Setup Year, Home Ownership Status & Contacted District in Past 6 Months . . . . . . . . . . . . . . . . . . . . 32 Figure 35 Taken Action to Reduce Water Usage by Age & Service Address . . . . . . . . . . . . . . 32 Figure 36 Taken Action to Reduce Water Usage by Hsld Income & Ethnicity . . . . . . . . . . . . . 32 Figure 37 Actions Taken to Reduce Water Usage. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 Figure 38 Major Changes on Property to Reduce Water Usage in Past 5 Yrs. . . . . . . . . . . . . . 34 Figure 39 Major Changes on Property to Reduce Water Usage in Past 5 Yrs by Account Setup Year, Home Ownership Status & Contacted District in Past 6 Months. . . . . . 34 Figure 40 Major Changes on Property to Reduce Water Usage in Past 5 Yrs by Age & Service Address City . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 Figure 41 Major Changes on Property to Reduce Water Usage in Past 5 Yrs by Hsld Income & Ethnicity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35 Figure 42 Changes on Property to Reduce Water Usage . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35 Figure 43 Satisfaction With Communication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36 Li s t o f F i g u r e s True North Research, Inc. © 2020 vOtay Water District . . . . . . . . . . . . . . . . Figure 44 Satisfaction With Communication by Account Setup Year & Home Ownership Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 Figure 45 Satisfaction With Communication by Age & Service Address City. . . . . . . . . . . . . . 37 Figure 46 Satisfaction With Communication by Ethnicity, Gender & Overall Satisfaction . . . . 37 Figure 47 Recall Receiving Pipeline Newsletter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 Figure 48 Recall Receiving Pipeline Newsletter by Account Setup Year, Home Ownership Status & Contacted District in Past 6 Months. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 Figure 49 Recall Receiving Pipeline Newsletter by Age & Service Address City. . . . . . . . . . . . 39 Figure 50 Recall Receiving Pipeline Newsletter by Hsld Income & Ethnicity . . . . . . . . . . . . . . 39 Figure 51 Frequency of Reading Pipeline Newsletter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40 Figure 52 Frequency of Reading Pipeline Newsletter by Account Setup Year, Home Ownership Status & Contacted District in Past 6 Months . . . . . . . . . . . . . . . . . . . . 40 Figure 53 Frequency of Reading Pipeline Newsletter by Age & Service Address City . . . . . . . 41 Figure 54 Frequency of Reading Pipeline Newsletter by Hsld Income & Ethnicity . . . . . . . . . . 41 Figure 55 Effectiveness of Otay Water District Communication Efforts . . . . . . . . . . . . . . . . . 42 Figure 56 Maximum Margin of Error . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45 In t r o d u c t i o n True North Research, Inc. © 2020 1Otay Water District . . . . . . . . . . . . . . . . I NTRODUCTION Established in 1956, the Otay Water District provides water and recycled water services to cus- tomers in southeastern San Diego County, including the communities of Spring Valley, La Presa, Rancho San Diego, Jamul, eastern Chula Vista, and eastern Otay Mesa along the international border with Mexico. As a revenue neutral public agency, customers pay only their fair share of the District’s costs to operate and maintain the water, recycled water, and wastewater systems, including acquiring, treating, and transporting drinking water. As part of its commitment to provide high quality water services that meet the varied needs of its customers, the Otay Water District regularly engages customers through community outreach, social media, and other communications activities and receives periodic feedback regarding its performance. Although these informal feedback mechanisms are a valuable source of informa- tion for the District in that they provide timely and accurate information about the opinions of specific customers, they do not necessarily provide an accurate picture of residential customers as a whole. Informal feedback mechanisms typically rely on the resident to initiate the feedback, which creates a self-selection bias. The Otay Water District receives feedback only from those residents who are motivated enough to initiate the feedback process. Because these individuals tend to be those who are either very pleased or very displeased with their service, their collective opinions are not necessarily representative of residential customers in the District’s service area as a whole. PURPOSE OF STUDY The motivation for this present study was to design and employ a methodology that will avoid the self-selection bias noted above and thereby provide a statisti- cally reliable measure of customers’ perceptions, opinions, and satisfaction as they relate to the Otay Water District and the services it provides. Ultimately, the survey results and analyses pre- sented in this report provide the District with information that can be used to make sound, stra- tegic decisions in a variety of areas, including measuring and tracking internal performance, community outreach, public education, marketing, planning, and budgeting. To assist in this effort, the Otay Water District selected True North Research to design the research plan and con- duct the study. Broadly defined, the study was designed to: • Profile residents’ perceptions and opinions of the Otay Water District; • Measure residential customers’ overall satisfaction with the District’s efforts to provide water services, their satisfaction with a variety of specific services, and the perceived value of service they receive from the District; • Assess perceptions of the District’s customer service; • Profile customers’ perceptions of water reliability, their support for potential solutions, as well as their household’s conservation behaviors; • Determine satisfaction with (and perceived effectiveness of) the District’s communication with residents; and • Gather relevant background and demographic information. OVERVIEW OF METHODOLOGY A full description of the methodology used for this study is included later in this report (see Methodology on page 44). In brief, the survey was administered to a random sample of 800 residential customers within Otay Water District’s ser- In t r o d u c t i o n True North Research, Inc. © 2020 2Otay Water District . . . . . . . . . . . . . . . . vice area. To accommodate the District’s interest in evaluating its customer service and call cen- ter performance, the study oversampled 213 customers who had contacted the District about one or more issues during the six months prior to the survey. The data were weighted prior to analysis to adjust for the oversample so that the figures presented in this report are representa- tive of residential customers overall. The survey followed a mixed-method design that employed multiple recruiting methods (email and telephone) and multiple data collection methods (telephone and online). Administered in English and Spanish between January 7 and January 15, 2020, the average interview was 17 min- utes. ORGANIZATION OF REPORT This report is designed to meet the needs of readers who prefer a summary of the findings as well as those who are interested in the details of the results. For those who seek an overview of the findings, the sections titled Just the Facts and Conclusions are for you. They provide a summary of the most important factual findings of the survey in bul- let-point format and a discussion of their implications. For the interested reader, this section is followed by a more detailed question-by-question discussion of the results from the survey by topic area (see Table of Contents), as well as a description of the methodology employed for col- lecting and analyzing the data. And, for the truly ambitious reader, the questionnaire used for the interviews is contained at the back of this report (see Questionnaire & Toplines on page 47), and a complete set of crosstabulations for the survey results is contained in Appendix A. ACKNOWLEDGEMENTS True North thanks the Otay Water District for the opportunity to conduct the study and for contributing valuable input during the design stage of this study. The collective experience, insight, and local knowledge provided by district representatives and staff improved the overall quality of the research presented here. DISCLAIMER The statements and conclusions in this report are those of the authors (Dr. Timothy McLarney and Richard Sarles) at True North Research, Inc. and not necessarily those of the Otay Water District. Any errors and omissions are the responsibility of the authors. ABOUT TRUE NORTH True North is a full-service survey research firm that is dedicated to providing public agencies with a clear understanding of the values, perceptions, priorities, and concerns of their residents and customers. Through designing and implementing scientific sur- veys, focus groups, and one-on-one interviews, as well as expert interpretation of the findings, True North helps its clients to move with confidence when making strategic decisions in a variety of areas—such as planning, policy evaluation, performance management, establishing fiscal pri- orities, passing revenue measures, and developing effective public information campaigns. During their careers, Dr. McLarney (President) and Mr. Sarles (Principal Researcher) have designed and conducted over 1,000 survey research studies for public agencies—including more than 400 studies for California municipalities and special districts. Ju s t t h e F a c t s True North Research, Inc. © 2020 3Otay Water District . . . . . . . . . . . . . . . . J UST THE FACTS The following is an outline of the main factual findings from the survey. For the reader’s conve- nience, we have organized the findings according to the section titles used in the body of this report. Thus, if you would like to learn more about a particular finding, simply turn to the appro- priate report section. SATISFACTION WITH WATER SERVICES • The vast majority (89%) of respondents indicated they were either very (55%) or somewhat (34%) satisfied with the Otay Water District’s efforts to provide water services to their house- hold. Approximately 7% were very or somewhat dissatisfied, and 4% were unsure or unwill- ing to share their opinion. • When the small percentage (7%) of respondents who indicated that they were dissatisfied with the District’s efforts to provide water services were asked if there was a particular rea- son for their opinion, a concern about high rates or the cost of their bill was by far the most common (56%). Other reasons mentioned by at least 10% of dissatisfied respondents included inaccurate/incorrect billing (23%), water quality, taste, or smell (17%), and cus- tomer service issues (11%). • Among 14 specific service areas tested, respondents were most satisfied with the District’s efforts to provide reliable water service and convenient hours of operation (each 95% very or somewhat satisfied), followed by keep the water system in good condition through timely repairs and maintenance (94%), provide good customer service (93%), and ensure an ade- quate water supply now and in the future (93%). • At the other end of the spectrum, respondents were somewhat less satisfied with the Dis- trict’s efforts to offer good value for the cost of water services (67%) and provide rebate pro- grams that encourage customers to purchase water-efficient appliances (70%). VALUE • When presented with six services their household may receive, trash collection received the highest percentage of respondents indicating that the amount paid for the service was either too low or reasonable (57%), followed by sewer (39%) and water (35%). • Comparatively, cell phone service (33%), electricity (25%), and television (10%) received lower ratings. • Approximately 72% of respondents could not or would not provide an estimate when asked how much they thought the water that their household receives costs per gallon. Just 7% of respondents correctly identified the cost of their household’s water at one cent per gallon, whereas 21% provided an incorrect estimate. Among those who provided an incorrect esti- mate, a per-gallon cost of two cents to five cents was the most frequent response (9% of all respondents). • After informing customers that the average cost of the water that their household receives is about one cent per gallon, the majority (59%) of residential customers rated the value of their water as excellent (29%) or good (30%), 25% offered that the value is fair, and about 10% rated it as poor or very poor. The remaining 6% of customers surveyed were unsure or unwilling to offer an opinion. Ju s t t h e F a c t s True North Research, Inc. © 2020 4Otay Water District . . . . . . . . . . . . . . . . CUSTOMER SERVICE • Overall, 20% of respondents had contacted the District in the six months prior to the inter- view. • Respondents were most likely to have contacted the District with billing or payment ques- tions (29% of those who contacted the District), followed by water-related services issues (25%), to make a payment (16%), and to request that their service be started or stopped (13%). • When the small subgroup of customers who had contacted the District about a water-related service issue (5% of all customers) was asked to describe the specific problem they were hav- ing, over two-thirds had contacted the District about a water leak or broken pipe (69%). Other water service issues that prompted contact included an unexpectedly high bill (14%), water pressure issues (12%), a broken sprinkler (10%), and poor water quality, odor, or taste (6%). • Over one-third (36%) of customers who had contacted the District about a water-related ser- vice issue within the past six months had a field representative sent to their property. • The majority of the small customer segment who had a field representative sent to their property (2% of all customers) indicated that the field representative arrived in a timely man- ner (58%) and accurately assessed the problem (56%). The remainder of respondents either could not or would not rate these two dimensions, with none indicating that the field repre- sentative failed to arrive in a timely manner or accurately assess the problem. When asked if the field representative clearly explained the nature of the problem and how it could be fixed, 44% of customers asked the question answered in the affirmative, 27% indicated that the field representative did not perform this task, and 29% were unsure or unwilling to pro- vide a response. • Turning back to the larger segment of customers whose household had contacted the Otay Water District within the past six months, close to seven-in-ten were able to resolve their issue with a single contact (69%). Thirteen percent (13%) required multiple contacts, 14% indicated that the issue was not resolved, and 5% were unsure or unwilling to state. • Three-quarters (75%) of the customers who had contacted the District indicated that their reason for contacting the Otay Water District was ultimately resolved to their satisfaction. • More than three-quarters of customers who had been in contact with the District indicated that they were very or somewhat satisfied with the courtesy of the service representative (84%), their ability to reach a service representative (83%), and the knowledge and expertise of the service representative (75%). WATER RELIABILITY SOLUTIONS • Overall, 12% to 14% of respondents felt that the reliability of the water supplies in California, Southern California, and San Diego County would improve over the next 10 years, with the rating slightly higher for the Otay Water District’s service area at 16%. • For both California and Southern California, respondents were more likely to indicate that the supplies would be getting worse (California: 41%, Southern California: 41%) over staying the same (California: 34%, Southern California: 36%), whereas opinions were evenly split for San Diego County (38% each). • For the District, respondents were more likely to feel that supplies would be staying about the same rather than getting worse (42% vs. 30%). The remainder of respondents were unsure or declined to state their opinion. Ju s t t h e F a c t s True North Research, Inc. © 2020 5Otay Water District . . . . . . . . . . . . . . . . • When asked if they would support or oppose the District taking action on three projects to expand the sources of drinking water and increase the reliability of the water supply, captur- ing, storing, and treating rainwater and stormwater runoff to produce clean drinking water was rated the highest (85% strongly or somewhat support), followed closely by desalinating and purifying seawater to make clean drinking water (84%). Respondents were less likely to support recycling sewer water and purifying it to clean drinking water standards using advanced water treatment technologies (47%). CONSERVATION • Seven-in-ten respondents (71%) anticipate their water use to remain about the same this year as compared with last year, 20% expect to use less water in 2020, 5% feel they will use more water this year, and 3% were unsure or unwilling to state. • Seventy-seven percent (77%) of respondents offered that they had taken one or more actions to reduce their household’s water usage in the past 12 months, whereas 18% confided they had not attempted to use less water and 5% were unsure or unwilling to answer the ques- tion. • Among respondents who had taken one or more actions to reduce water usage in their household during the past 12 months, over half turned off the faucet while brushing their teeth (63%), used less water while showering, washing their hands, or doing the dishes (61%), only ran the dishwasher or washing machine when full (59%), watered plants/lawn between 4PM and 9AM (52%), and did not hose down their driveway or walkways (51%). • Sixty-four percent (64%) of residential customers indicated that they had made major changes to their property over the past five years to reduce their use of water, whereas 31% had not made any changes and 5% were unsure or unwilling to state. • When respondents who had made major changes to their property within the past five years to reduce water usage were asked to detail the types of changes made, the majority (54%) indicated that they had made landscaping changes, such as installing drought tolerant land- scapes, artificial grass, or concrete. Other changes cited by at least 10% of households that had made major changes to their property to reduce water usage include purchasing water- efficient appliances (18%), reducing water use in general (15%), and installing a drip irriga- tion system (12%). COMMUNICATION • Overall, 83% of respondents indicated that they were satisfied with the District’s efforts to communicate with customers through newsletters, social media, bill inserts, web, direct mail, and/or other means, with 42% indicating that they were very satisfied and 41% some- what satisfied. The remaining respondents were either dissatisfied with the District's com- munication efforts (7%) or unsure or unwilling to provide an opinion (10%). • When asked if they recalled receiving the Pipeline Newsletter that is mailed or emailed to households on a quarterly basis, 49% of customers recalled receiving it, 33% did not recall receiving it, and 18% were unsure. • Among all respondents, 22% indicated that they always read the Pipeline Newsletter when it arrives, 20% said sometimes, 5% rarely, and 1% confided that they recalled receiving the newsletter but never read it. The majority (51%) of respondents did not recall receiving the newsletter or were unsure whether they had received it. • Respondents indicated that email was the most effective way for the Otay Water District to communicate with them (81% very or somewhat effective), followed by emailed/electronic newsletters (74%) and newsletters mailed to the home (72%). At the other end of the spec- Ju s t t h e F a c t s True North Research, Inc. © 2020 6Otay Water District . . . . . . . . . . . . . . . . trum, automated voice calls via telephone (37%) and social media (41%) were perceived to be the least effective ways for the District to communicate with residential customers. • When asked whether there were any methods of communication not previously mentioned that they feel would be a very effective way for the Otay Water District to communicate with them, the vast majority (84%) of residential customers did not have anything to add, and no single suggestion was cited by more than one and a half percent of respondents. Co n c l u s i o n s True North Research, Inc. © 2020 7Otay Water District . . . . . . . . . . . . . . . . C ONCLUSIONS As noted in the Introduction, this study was designed to provide the Otay Water District with a statistically reliable understanding of customers’ perceptions, opinions, and satisfaction as they relate to the Otay Water District and the services it provides. Whereas subsequent sections of this report are devoted to conveying the detailed results of the survey, in this section we attempt to ‘see the forest through the trees’ and note how the collective results of the survey answer some of the key questions that motivated the research. How well is the Otay Water District perform- ing in meeting the needs of customers? Respondents were generally quite satisfied with the Otay Water District’s efforts to provide water services to their households. Close to nine-in-ten respondents (89%) were satisfied with the District’s overall performance in providing water services. The high levels of satisfaction exhibited by respondents as a whole were generally echoed across resident sub- groups, with overall satisfaction ranging from 78% to 95%. The high level of satisfaction expressed with the District’s performance in general was also mirrored in respondents’ assessments of the Otay Water District’s performance in providing specific services. For all but two service areas tested, at least 85% of respondents were satisfied with the District’s efforts—and for the majority of services, at least 90% were satisfied. Among the 14 services tested, respondents were most satisfied with the District’s efforts to provide reliable water service and convenient hours of operation, keep the water system in good condition through timely repairs and maintenance, provide good customer service, and ensure an adequate water supply now and in the future. How do customers rate the Otay Water District’s customer service? One of the objectives of this study was to profile the opinions of custom- ers who had reason to contact the District during the six months prior to taking the survey—focusing in particular on how they assess the cus- tomer service they received. Approximately 20% of customers surveyed reported that they had con- tacted the District in the six months prior to taking the survey regarding their water service, with the most common reasons being questions about billing/payments, a water-related service issue, to make a pay- ment, and to request a start/stop of service. Among this subgroup, seven-in-ten customers were able to resolve their issue with a single con- tact and three-quarters indicated that the reason for contacting the Otay Water District was ultimately resolved to their satisfaction. Additionally, more than three-quarters indicated that they were very of somewhat sat- isfied with the courtesy of the service representative, their ability to reach a service representative, and the knowledge and expertise of the service representative. Co n c l u s i o n s True North Research, Inc. © 2020 8Otay Water District . . . . . . . . . . . . . . . . Among the small subgroup of customers with a water service issue that required a field representative be sent to their property (2% of all resi- dential customers), none indicated that the field representative failed to arrive in a timely manner or accurately assess the problem. However, when asked if the field representative clearly explained the nature of the problem and how it could be fixed, 44% answered in the affirmative, 27% indicated that the field representative did not perform this task, and 29% were unsure or unwilling to provide a response. Where should the Dis- trict focus its efforts in the future? Perhaps the most important recommendation, one often overlooked in customer satisfaction research, is for the District to recognize the things it does well and to focus on continuing to perform at a high level in these areas. As noted throughout this report, the vast majority of customers were generally pleased. The top priority for the Otay Water District should thus be to do what it takes to maintain the quality of services it currently provides. Nevertheless, in the spirit of constant improvement, the results of the study suggest several opportunities to increase customer satisfaction further. Based on the survey findings, some residential customers saw room for improvement in offering good value for the cost of water ser- vices, providing rebate programs that encourage customers to purchase water-efficient appliances, and for field representatives to clearly explain the nature of the problem and how it could be fixed when sent to their property. Although the majority of respondents who provided an opinion were satisfied with each of these service areas, the rates of satisfaction were somewhat lower when compared to the other service areas tested. There is also an opportunity to increase customers’ knowledge regarding the per-gallon cost of the water their household receives. Overall, 72% of respondents could not or would not provide an estimate when asked how much they thought the water that their household receives costs per gallon. This figure is much higher than that found for the San Diego region as a whole (45%).1 With that said, 7% of Otay Water District’s cus- tomers correctly identified the cost of their household’s water at one cent per gallon compared with 2% of residents region-wide. What are residents’ views on water reliabil- ity? In March of 2019, the State of California was declared free of drought for the first time since December 2011, after more than seven years.2 Although the drought is ‘officially’ over, many residents nevertheless recognize that water reliability is likely to be an ongoing concern in Cali- fornia. 1. True North’s 2019 study for the San Diego County Water Authority can be found at: https://www.sdcwa.org/public-opinion-research 2. https://www.nbcnews.com/storyline/california-drought/california-drought-officially-over-after-more-seven- years-n983461 Co n c l u s i o n s True North Research, Inc. © 2020 9Otay Water District . . . . . . . . . . . . . . . . When asked specifically whether they expect that the reliability of water supplies in Otay Water District’s service area will improve, stay the same, or get worse over the next 10 years, 30% anticipated they would get worse, whereas 42% expected little change. Just 16% were of the opinion that the reliability of water supplies would improve during this period. Concerns about the reliability of the District’s future water supplies translate to widespread support for several initiatives designed to improve water reliability—including capturing, storing and treating stormwater runoff to produce clean drinking water, and desalinating sea- water to make clean drinking water. More than eight-in-ten residential customers signaled their support for the District pursuing each of these strategies in an effort to expand sources of drinking water and overall water reliability. How well is the Otay Water District communi- cating with customers, and what are some of the main challenges? The public’s preferences for communication are growing increasingly diverse. Whereas older and long-time residents continue to rely on news- letters and printed forms of communication, younger and often newer residents generally show greater interest and reliance in digital forms of communication including social media, text, and smart phone apps. This pattern makes the challenge of agency-resident communication more difficult than in the past, when the sources residents relied on for infor- mation were fewer and more consistent across demographic subgroups. In turn, satisfaction with public agency communications has generally declined over the past few years. Against this backdrop of declining satisfaction with public agency com- munications in general, the survey results suggest the Otay Water Dis- trict is doing a solid job communicating with its residential customers. Just over eight-in-ten respondents indicated that they were satisfied with the District’s efforts to communicate with customers through newslet- ters, social media, bill inserts, web, direct mail, and/or other means. Additionally, when asked specifically if they recalled receiving the Pipe- line Newsletter that is mailed or emailed to households on a quarterly basis, close to half (49%) of customers answered in the affirmative, with 43% of all customers reporting that they always or sometimes read the Pipeline Newsletter when it arrives. Looking to the future, there are a variety of communication methods that residential customers generally viewed as being effective ways for the District to communicate with them, with email, emailed/electronic news- letters, and newsletters mailed to the home at the top of the list (see Communication Preferences on page 41 for more details). Sa t i s f a c t i o n W i t h W a t e r S e r v i c e s True North Research, Inc. © 2020 10Otay Water District . . . . . . . . . . . . . . . . S ATISFACTION WITH WATER SERVICES The opening series of questions in the survey was designed to assess residential customers’ opinions about the District’s performance in providing various services. OVERALL SATISFACTION The first question in this series asked respondents to indicate if, overall, they were satisfied or dissatisfied with the job the Otay Water District is doing to pro- vide water services to their household. Because this question does not reference a specific pro- gram, facility, or service and requested that the respondent consider the Water District’s performance in general, the findings of this question may be regarded as an overall performance rating for the District. As shown in Figure 1, the vast majority (89%) of respondents indicated they were either very (55%) or somewhat (34%) satisfied with the District’s efforts to provide water services. Approxi- mately 7% were very or somewhat dissatisfied, and 4% were unsure or unwilling to share their opinion. Question 1 Generally speaking, are you satisfied or dissatisfied with the job the Otay Water District is doing to provide water services to your household? FIGURE 1 OVERALL SATISFACTION The next three figures display how customers’ opinions about the District’s overall performance in providing water services varied by a host of demographic traits. The high levels of satisfaction exhibited by respondents as a whole (see Figure 1 above) were generally echoed across cus- tomer subgroups, with satisfaction ranging from a low of 78% to a high of 95%. Not sure 2.7 Prefer not to answer 0.8 Very dissatisfied 2.1 Somewhat dissatisfied 5.3 Very satisfied 55.4 Somewhat satisfied 33.8 Sa t i s f a c t i o n W i t h W a t e r S e r v i c e s True North Research, Inc. © 2020 11Otay Water District . . . . . . . . . . . . . . . . FIGURE 2 OVERALL SATISFACTION BY ACCOUNT SETUP YEAR, HOME OWNERSHIP STATUS & CONTACTED DISTRICT IN PAST 6 MONTHS FIGURE 3 OVERALL SATISFACTION BY AGE & SERVICE ADDRESS CITY FIGURE 4 OVERALL SATISFACTION BY HSLD INCOME & ETHNICITY 49.3 56.1 55.0 57.3 52.3 56.1 37.4 35.8 35.0 25.6 33.9 34.0 57.757.556.7 Very satisfied 66.3 32.230.430.6 Smwt satisfied 20.9 0 10 20 30 40 50 60 70 80 90 100 2019 2017-18 2015-16 2010-14 2000-09 Before 2000 Own Rent/Live w/others Yes No Account Setup Year Home Ownership Status (QD4) Contacted District in Past 6 Months (Q7,8) % R e s p o n d e n t s 62.3 50.8 57.5 65.3 67.2 62.5 31.0 37.3 33.2 26.4 24.6 26.1 Very satisfied 46.9 63.7 59.8 48.0 Smwt satisfied 37.9 28.9 31.1 38.3 0 10 20 30 40 50 60 70 80 90 100 Under 35 35 to 44 45 to 54 55 to 64 65 or older Chula Vista El Cajon Jamul Spring Valley Other Age (QD2) Service Address City % R e s p o n d e n t s 57.9 53.3 58.2 64.8 48.9 59.3 51.6 46.9 37.3 39.8 27.7 29.7 38.2 29.5 39.4 30.9 59.868.5 55.7Very satisfied 52.0 30.5 26.1 36.2Smwt satisfied 38.9 0 10 20 30 40 50 60 70 80 90 100 Less than $25K $25K to < $40K $40K to < $60K $60K to < $80K $80K to < $100K $100K to < $150K $150K or more Caucasian /White Latino/ Hispanic Af-American /Black Asian American Mixed/ Other Hsld Income (QD8) Ethnicity (QD7) % R e s p o n d e n t s Sa t i s f a c t i o n W i t h W a t e r S e r v i c e s True North Research, Inc. © 2020 12Otay Water District . . . . . . . . . . . . . . . . REASON FOR DISSATISFACTION The small percentage (7%) of respondents who indi- cated that they were dissatisfied with the District’s efforts to provide water services to their household were asked in a follow-up question if there was a particular reason for their dissatis- faction. Question 2 was asked in an open-ended manner, thereby allowing respondents to explain their position in their own words, without being prompted by—or restricted to—a partic- ular list of reasons. True North later reviewed the verbatim responses and grouped them into the categories shown in Figure 5 below. A concern about high rates or the cost of their bill was by far the most common reason why some respondents were dissatisfied with the District’s performance (56%). Other reasons men- tioned by at least 10% of dissatisfied respondents included inaccurate/incorrect billing (23%), water quality, taste, or smell (17%), and customer service issues (11%). Question 2 Is there a particular reason why you are dissatisfied with the Water District's per- formance? FIGURE 5 REASON FOR DISSATISFACTION SPECIFIC SERVICES Whereas Question 1 addressed the District’s overall performance, the next question series asked respondents to rate their level of satisfaction with the District’s efforts to provide specific services. The order of the items was randomized for each respondent to avoid a systematic position bias. Figure 6 on the next page presents the services in rank order according to the proportion of respondents who were either very or somewhat satisfied with the Otay Water District’s efforts to provide the service. For comparison purposes between the services, only respondents who held an opinion (satisfied or dissatisfied) are included in the figure. Those who did not have an opin- ion were removed from this analysis. The percentage of respondents who provided an opinion (satisfied or dissatisfied) is presented in brackets beside the service label in the figure, while the bars represent the answers of those with an opinion. 2.3 4.5 8.1 11.2 17.2 23.1 55.7 0 102030405060 Not sure, no particular reason Low water pressure Excessive salaries, pensions, compensation Customer services issues Water quality, taste, smell Inaccurate, incorrect billing Rates, bills too expensive % Respondents Who Are Dissatisfied With Water District's Performance Sa t i s f a c t i o n W i t h W a t e r S e r v i c e s True North Research, Inc. © 2020 13Otay Water District . . . . . . . . . . . . . . . . At the top of the list, respondents were most satisfied with the District’s efforts to provide reli- able water service and convenient hours of operation (each 95% very or somewhat satisfied), fol- lowed by keep the water system in good condition through timely repairs and maintenance (94%), provide good customer service (93%), and ensure an adequate water supply now and in the future (93%). At the other end of the spectrum, respondents were somewhat less satisfied with the District’s efforts to offer good value for the cost of water services (67%) and provide rebate programs that encourage customers to purchase water-efficient appliances (70%). Question 3 Next, I'm going to read a list of specific services provided by the Otay Water Dis- trict. For each of the services I read, please tell me whether you are satisfied or dissatisfied with the District's efforts to provide the service. Are you satisfied or dissatisfied with the District's efforts to: _____, or do you not have an opinion? FIGURE 6 SATISFACTION WITH SERVICES DIFFERENTIATORS OF OPINION For the interested reader, Table 1 on the next page displays how the level of satisfaction with each specific service tested in Question 3 varied according to residential customers’ overall performance ratings for the District (see Overall Sat- isfaction on page 10). The table divides customers who were satisfied with the District’s overall performance into one group and those dissatisfied into a second group. Also displayed is the difference between the two groups in terms of the percentage who indicated they were satisfied with the District’s efforts to provide each service tested in Question 3 (far right column). For con- venience, the services are sorted by that difference, with the greatest differentiators of opinion near the top of the table. When compared to their counterparts, those who were satisfied with the District’s overall perfor- mance in providing water services were also more likely to express satisfaction with the District’s efforts to provide each of the services tested in Question 3. That said, the greatest specific dif- 29.0 35.0 57.8 48.7 55.8 57.3 57.7 54.4 60.2 57.5 61.9 58.8 63.0 67.0 37.6 34.9 27.7 38.3 32.6 31.4 32.2 36.7 30.9 35.4 31.3 35.5 32.2 28.2 21.1 18.9 9.5 8.8 7.3 7.2 5.1 5.0 12.3 11.1 5.0 4.2 4.2 3 3 5.3 4.6 4 3 4 2 2 4.1 4.9 4 3 3 2 0 102030405060708090100 Offer good value for the cost of water services [91%] Provide rebate programs that encourage customers to purchase water-efficient appliances [67%] Provide sufficient water pressure [96%] Educate customers about ways to conserve water [87%] Provide high quality water [91%] Provide accurate billing statements [94%] Provide water that is safe to drink [90%] Communicate w customers about scheduled repairs, service disruptions, other water-related issues [80%] Provide water that is free of color and odor [98%] Ensure an adequate water supply now and in the future [81%] Provide good customer service [83%] Keep system in good condition through timely repairs, maintenance [84%] Provide convenient hours of operation [82%] Provide reliable water service [97%] % Respondents Who Provided Opinion Very satisfied Smwt satisfied Smwt dissatisfied Very dissatisfied Sa t i s f a c t i o n W i t h W a t e r S e r v i c e s True North Research, Inc. © 2020 14Otay Water District . . . . . . . . . . . . . . . . ferentiators of opinion between satisfied and dissatisfied customers were found with respect to the District’s efforts to offer good value for the cost of water services, provide accurate billing statements, and provide high quality water. At the other end of the spectrum, there was much less difference between the two customer groups regarding their satisfaction with the District’s efforts to provide rebate programs that encourage customers to purchase water-efficient appliances, provide water that is free of color and odor, and ensure an adequate water supply now and in the future. TABLE 1 SATISFACTION WITH SERVICES BY OVERALL SATISFACTION WITH DISTRICT Very or somewhat satisfied Very or somewhat dissatisfied Offer good value for the cost of water services 66.0 15.9 50.1 Provide accurate billing statements 87.4 40.3 47.1 Provide high quality water 85.2 40.5 44.7 Provide good customer service 82.2 40.3 41.9 Communicate w customers about scheduled repairs, service disruptions, other water-related issues 77.4 39.8 37.6 Provide water that is safe to drink 84.6 50.3 34.2 Educate customers about ways to conserve water 78.9 44.7 34.1 Provide reliable water service 95.1 62.0 33.1 Keep water system in good condition through timely repairs and maintenance 82.2 49.3 32.9Provide convenient hours of operation 81.2 52.8 28.4 Provide sufficient water pressure 84.5 57.4 27.1Ensure an adequate water supply now and in the future 78.2 52.2 25.9 Provide water that is free of color and odor 91.7 66.5 25.2Provide rebate programs that encourage customers to purchase water-efficient appliances 50.0 27.7 22.2 % R e s p o n d e n t s S a t i s f i e d W i t h Ea c h S e r v i c e Satisfaction With District Services (Q1)Difference Between Groups For Each Service Va l u e True North Research, Inc. © 2020 15Otay Water District . . . . . . . . . . . . . . . . V ALUE The next section of the survey focused on the perceived value that residents place on water rela- tive to other services, their best estimate for the cost of water per gallon, and how they rate the value of their municipal water after learning the cost per gallon. VALUE RELATIVE TO OTHER SERVICES The first question in this series presented respondents with several services their household may receive and asked them to rate whether they feel the amount they pay is reasonable, too high, or too low given the quality of the service. Because the same response scale was used for each item, the results provide an insight into the perceived value of each service individually as well as how each service ranks relative to the oth- ers tested. To avoid a systematic position bias, the order in which the services were read to respondents was randomized for each respondent. Figure 7 presents each service tested, as well as the value assigned to each service by survey par- ticipants, sorted by reasonableness of the amount paid.3 Overall, trash collection received the highest percentage of respondents indicating that the amount paid for the service was either too low or reasonable (57%), followed by sewer (39%) and water (35%). Comparatively, cell phone ser- vice (33%), electricity (25%), and television (10%) received lower ratings. The percentage of resi- dents who were unsure or did not have an opinion ranged from a low of 2% (water service) to a high of 15% (sewer service). With that said, even when responses of not sure and no answer are filtered out, the relative rank order of the services remains the same. Given the purpose of this study, it is instructive to note that water service was viewed in the top three for reasonableness of amount paid relative to the quality of the service received. Question 4 Next, I'd like to ask you to consider the value you receive from various services. Considering the quality of the _____ service your household receives, would you say the amount your household pays for the service is reasonable, too high, or too low? If says too high, ask: Would that be much too high, somewhat too high, or a little too high? FIGURE 7 REASONABLENESS OF AMOUNT PAID FOR SERVICES 3. Services were ranked based on the percentage of respondents who indicated that the amount paid for the service was either too low or reasonable given the quality of the service. 9.2 24.9 32.8 35.2 38.7 56.1 12.4 15.5 18.7 24.0 15.5 16.7 8.3 14.3 5.0 1 1 1 1 1 19.3 20.1 18.7 18.4 10.5 13.3 9.7 17.0 34.4 19.5 22.5 50.0 3 5.4 2 0 102030405060708090100 Cable or satellite TV Electricity Cell phone Water Sewer Trash collection Q4 c Q 4 b Q 4 a Q 4 f Q 4 e Q 4 d % Respondents Too low Reasonable A little too high Smwt too high Much too high Not sure / NA Prefer not to answer Va l u e True North Research, Inc. © 2020 16Otay Water District . . . . . . . . . . . . . . . . COST PER GALLON Customers were next asked how much they thought the water that their household receives costs per gallon. As shown in Figure 8 below, 72% of respondents could not or would not provide an estimate. Just 7% of respondents correctly identified the cost of their household’s water at one cent per gallon, whereas 21% provided an incorrect estimate. Among those who provided an incorrect estimate, a per-gallon cost of two cents to five cents was the most frequent response (9%). Question 5 If you had to guess, how much do you think it costs per gallon for the water your household receives? FIGURE 8 ESTIMATED COST OF WATER PER GALLON As displayed in figures 9-11 on the next page, the percentage of residential customers4 who cor- rectly estimated the cost of municipal water per gallon was highest among those who had their account set up prior to 2000, customers with a service address other than Chula Vista, El Cajon, Jamul, or Spring Valley, and those in a household earning $150,000 or more. 4. Responses of prefer not to answer were filtered out of this analysis. 5.1 67.2 4.4 2.4 3.8 9.3 6.9 0.8 0 1020304050607080 Prefer not to answer Not sure More than $.20 $.11 to $.20 $.06 to $.10 $.02 to $.05 $0.01 $0.00 % Respondents Va l u e True North Research, Inc. © 2020 17Otay Water District . . . . . . . . . . . . . . . . FIGURE 9 ESTIMATED COST OF WATER PER GALLON BY ACCOUNT SETUP YEAR, HOME OWNERSHIP STATUS & CONTACTED DISTRICT IN PAST 6 MONTHS FIGURE 10 ESTIMATED COST OF WATER PER GALLON BY AGE & SERVICE ADDRESS CITY FIGURE 11 ESTIMATED COST OF WATER PER GALLON BY HSLD INCOME & ETHNICITY 5.9 11.2 6.9 5.8 9.8 6.8 3.3 5.0 1.1 6.9 0 10 20 2019 2017-18 2015-16 2010-14 2000-09 Before 2000 Own Rent/Live w/others Yes No Account Setup Year Home Ownership Status(QD4)Contacted District inPast 6 Months (Q7,8) % R e s p o n d e n t s W h o C o r r e c t l y Es t i m a t e d $ . 0 1 C o s t p e r G a l l o n 6.3 6.3 7.9 6.0 8.6 16.3 9.39.1 4.9 6.7 0 10 20 Under 35 35 to 44 45 to 54 55 to 64 65 or older Chula Vista El Cajon Jamul Spring Valley Other Age (QD2) Service Address City % R e s p o n d e n t s W h o C o r r e c t l y Es t i m a t e d $ . 0 1 C o s t p e r G a l l o n 6.8 4.4 11.3 8.3 5.4 4.9 7.3 1.81.9 4.8 6.8 3.1 0 10 20 Less than$25K $25K to< $40K $40K to< $60K $60K to< $80K $80K to< $100K $100K to< $150K $150Kor more Caucasian/White Latino/Hispanic Af-American/Black AsianAmerican Mixed/Other Hsld Income (QD8) Ethnicity (QD7) % R e s p o n d e n t s W h o C o r r e c t l y Es t i m a t e d $ . 0 1 C o s t p e r G a l l o n Va l u e True North Research, Inc. © 2020 18Otay Water District . . . . . . . . . . . . . . . . VALUE FOR COST After informing customers that the average cost of the water that their household receives is about one cent per gallon, respondents were asked whether they thought that water is an excellent value, a good value, a fair value, a poor value, or a very poor value. As presented in Figure 12 below, the majority (59%) of residential customers rated the value of their water as excellent (29%) or good (30%) after learning that the cost averages one cent per gallon, 25% offered that the value is fair, and about 10% rated it as poor or very poor. The remaining 6% of customers surveyed were unsure or unwilling to offer an opinion. Question 6 To clarify, the cost of water is about 1 cent (one penny) per gallon. Knowing this, would you say that water is an excellent value, a good value, a fair value, a poor value, or a very poor value? FIGURE 12 VALUE OF WATER AFTER LEARNING COST For the interested reader, figures 13 through 15 on the next page display the value rating given to household water among various customer segments. Prefer not to answer 1.4 Good 29.8 Excellent 29.4 Fair 24.6 Poor 8.0 Not sure 4.5Very poor 2.3 Va l u e True North Research, Inc. © 2020 19Otay Water District . . . . . . . . . . . . . . . . FIGURE 13 VALUE OF WATER AFTER LEARNING COST BY ACCOUNT SETUP YEAR, HOME OWNERSHIP STATUS & CONTACTED DISTRICT IN PAST 6 MONTHS FIGURE 14 VALUE OF WATER AFTER LEARNING COST BY AGE & SERVICE ADDRESS CITY FIGURE 15 VALUE OF WATER AFTER LEARNING COST BY HSLD INCOME & ETHNICITY 34.7 28.1 30.6 24.7 22.8 31.3 26.2 33.5 29.9 32.7 27.3 30.2 Excellent 25.6 27.9 22.8 28.8 Good 26.5 38.4 24.9 26.6 0 10 20 30 40 50 60 70 80 2019 2017-18 2015-16 2010-14 2000-09 Before 2000 Own Rent/Livew/others Yes No Account Setup Year Home Ownership Status (QD4) Contacted District in Past 6 Months (Q7,8) % R e s p o n d e n t s 30.0 29.5 22.1 32.4 34.2 25.0 33.5 29.5 33.7 29.9 28.4 28.7 30.633.427.4Excellent 21.9 26.226.435.6 Good 26.2 0 10 20 30 40 50 60 70 80 Under 35 35 to 44 45 to 54 55 to 64 65 or older Chula Vista El Cajon Jamul Spring Valley Other Age (QD2) Service Address City % R e s p o n d e n t s 29.2 25.1 33.8 30.7 33.7 28.7 25.6 33.6 33.8 37.3 26.3 31.4 27.1 38.5 28.5 28.1 38.137.6 21.9 Excellent 40.8 25.725.8 33.6 Good 25.4 0 10 20 30 40 50 60 70 80 Less than $25K $25K to < $40K $40K to < $60K $60K to < $80K $80K to < $100K $100K to < $150K $150K or more Caucasian /White Latino/ Hispanic Af-American /Black Asian American Mixed/ Other Hsld Income (QD8) Ethnicity (QD7) % R e s p o n d e n t s Cu s t o m e r S e r v i c e True North Research, Inc. © 2020 20Otay Water District . . . . . . . . . . . . . . . . C USTOMER SERVICE The next section of the survey included questions to gauge whether residential customers had contacted the Otay Water District in the past six months, the reason for their most recent con- tact, if the reason that prompted contact was resolved to their satisfaction, and ratings for field representatives and service representatives. DISTRICT CONTACT Respondents were first asked if they had contacted the Otay Water District in the past six months, with the wording tailored based on whether or not each house- hold was flagged as having contact in the database. Figure 16 provides the combined findings of these questions and shows that 20% of respondents indicated that they had contacted the Dis- trict in the six months prior to the interview. When compared with their respective counterparts, customers who set up their account in 2019, those who rent their residence or live with others, respondents under the age of 35 years, and customers with a service address other than Chula Vista, El Cajon, Jamul, or Spring Valley were the most likely to report having contacted the Dis- trict during this period (see figures 17-19 on next page). Question 7 Our records show that your household contacted the Otay Water District in the past six months regarding your water service. Do you recall contacting the Otay Water District? Question 8 During the past six months, have you or anyone else in your household contacted the Otay Water District for any reason? FIGURE 16 CONTACTED DISTRICT IN PAST 6 MONTHS Not sure 2.7 Yes, contact 19.7 No contact 77.5 Cu s t o m e r S e r v i c e True North Research, Inc. © 2020 21Otay Water District . . . . . . . . . . . . . . . . FIGURE 17 CONTACTED DISTRICT IN PAST 6 MONTHS BY ACCOUNT SETUP YEAR & HOME OWNERSHIP STATUS FIGURE 18 CONTACTED DISTRICT IN PAST 6 MONTHS BY AGE & SERVICE ADDRESS CITY FIGURE 19 CONTACTED DISTRICT IN PAST 6 MONTHS BY HSLD INCOME & ETHNICITY 11.1 16.7 17.8 31.7 19.623.0 28.3 56.2 0 10 20 30 40 50 60 70 2019 2017-18 2015-16 2010-14 2000-09 Before 2000 Own Rent/Live w/others Account Setup Year Home Ownership Status (QD4) % R e s p o n d e n t s W h o C o n t a c t e d D i s t r i c t in P a s t 6 M o n t h s 13.9 19.1 23.2 19.1 16.8 32.0 22.324.427.0 44.4 0 10 20 30 40 50 60 70 Under 35 35 to 44 45 to 54 55 to 64 65 or older Chula Vista El Cajon Jamul Spring Valley Other Age (QD2) Service Address City % R e s p o n d e n t s W h o C o n t a c t e d D i s t r i c t in P a s t 6 M o n t h s 23.5 17.4 19.9 18.7 21.5 24.5 17.7 22.224.7 17.6 25.7 29.4 0 10 20 30 40 50 60 70 Less than $25K $25K to < $40K $40K to < $60K $60K to < $80K $80K to < $100K $100K to < $150K $150K or more Caucasian /White Latino/ Hispanic Af-American /Black Asian American Mixed/ Other Hsld Income (QD8) Ethnicity (QD7) % R e s p o n d e n t s W h o C o n t a c t e d D i s t r i c t in P a s t 6 M o n t h s Cu s t o m e r S e r v i c e True North Research, Inc. © 2020 22Otay Water District . . . . . . . . . . . . . . . . REASON FOR CONTACT Respondents who indicated that they, or someone in their household, had contacted the Otay Water District within the past six months were asked a series of follow-up questions about their contact. The first question in this series asked respondents to recall the main reason or issue that prompted their most recent contact with the District. Ques- tion 9 was asked in an open-ended manner to avoid respondents being prompted by or restricted to a particular list of options. True North later reviewed the verbatim responses and grouped them into the categories shown in Figure 20. Overall, respondents were most likely to have contacted the District with billing or payment questions (29%), followed by water-related services issues (25%), to make a payment (16%), and to request that their service be started or stopped (13%). Question 9 Thinking of your most recent contact, what was the main reason or issue that prompted you to contact the District? FIGURE 20 REASON FOR CONTACTING DISTRICT SPECIFIC WATER-RELATED SERVICE ISSUE The small subgroup of customers who had contacted the District about a water-related service issue within the past six months (5% of all customers) was next asked to describe the specific problem they were having with their water service. Asked in an open-ended manner, Figure 21 shows that over two-thirds of this small cus- tomer segment had contacted the District about a water leak or broken pipe (69%). Other water service issues that prompted contact included an unexpectedly high bill (14%), water pressure issues (12%), a broken sprinkler (10%), and poor water quality, odor, or taste (6%). 0.3 0.6 0.8 0.9 1.2 1.4 1.8 2.5 3.4 12.8 15.6 29.0 24.9 4.8 0 5 10 15 20 25 30 35 Learn about/Participate in rebate program Not sure Service interrupted for non-payment Relocate Request a payment extension or arrangement Change name, address on account Learn about/Participate in water conservation programs Learn how to read your meter Other reasons Find out how to reduce bill Request start/stop of service Make payment/Pay bill Water-related service issue (leak, water pressure, quality) Questions about billing/payments % Respondents Who Contacted Water District Cu s t o m e r S e r v i c e True North Research, Inc. © 2020 23Otay Water District . . . . . . . . . . . . . . . . Question 10 Can you describe the specific problem you were having with your water service? FIGURE 21 PROBLEM WITH WATER SERVICE FIELD REPRESENTATIVES The small customer segment (5% of all customers) who had contacted the District about a water-related service issue within the past six months were also asked whether their problem involved the District sending a field representative to their prop- erty. As shown in Figure 22, just over one-third (36%) of this subgroup of customers had a field representative sent to their property. Question 11 Did your problem involve the Water District sending a field representative to your property? FIGURE 22 FIELD REPRESENTATIVE SENT The next question in this section asked respondents who had a field representative sent to their property for a water-related service problem to rate the field representative on three dimensions. Presented in Figure 23 on the next page, the majority of this small customer segment (2% of all customers) indicated that the field representative arrived in a timely manner (58%) and accurately assessed the problem (56%). The remainder of respondents either could not or would not rate 2.7 5.5 9.8 11.6 13.5 69.1 0 1020304050607080 Not sure Poor water quality, odor, taste Broken sprinkler Water pressure Unexpectedly high bill Water leak, broken pipe % Respondents Who Had a Water Service Issue No, problem didn't involve rep 61.5 Yes, problem involved rep 35.8 Prefer not to answer 2.8 Cu s t o m e r S e r v i c e True North Research, Inc. © 2020 24Otay Water District . . . . . . . . . . . . . . . . these two dimensions, with none indicating that the field representative failed to arrive in a timely manner or accurately assess the problem. When asked if the field representative clearly explained the nature of the problem and how it could be fixed, 44% of customers asked the question answered in the affirmative, 27% indicated that the field representative did not perform this task, and 29% were unsure or unwilling to provide a response. Question 12 Did the field representative: _____? FIGURE 23 FIELD REPRESENTATIVE SERVICE PERFORMANCE NUMBER OF CONTACTS NEEDED TO RESOLVE ISSUE Turning back to the larger segment of customers whose household had contacted the Otay Water District within the past six months, Question 13 asked if they were able to resolve their issue with a single contact, or whether multiple calls/contacts were required. Question 13 Were you able to resolve the issue with a single contact, or were multiple calls/ contacts required to resolve the issue? FIGURE 24 NUMBER OF CONTACTS TO RESOLVE ISSUE As displayed in Figure 24, close to seven-in- ten customers who had contacted the Dis- trict were able to resolve their issue with a single contact (69%). Thirteen percent (13%) required multiple contacts, 14% indicated that the issue was not resolved, and 5% were unsure or unwilling to state. 55.7 44.0 0.0 26.9 19.2 8.1 23.0 13.2 20.9 57.8 0.0 31.1 0 10 20 30 40 50 60 70 80 90 100 Arrive in a timely manner Accurately assess the problem Clearly explain the nature of the problem, how it can be fixed Q12 Did the field representative… % R e s p o n d e n t s W i t h F i e l d R e p Co n t a c t i n P a s t 6 M o n t h s Prefer not toanswer Not sure No Yes Prefer not to answer 0.4 Not sure 4.1 Issue was not resolved 13.9 Resolved with single contact 69.0 Multiple contacts required 12.7 Cu s t o m e r S e r v i c e True North Research, Inc. © 2020 25Otay Water District . . . . . . . . . . . . . . . . ISSUE RESOLVED TO SATISFACTION When asked if the reason for contacting the Otay Water District was ultimately resolved to their satisfaction, three-quarters (75%) of the customers who had contacted the District answered in the affirmative (see Figure 25). Question 14 Was the reason you contacted them ultimately resolved to your satisfaction? FIGURE 25 ISSUE RESOLVED TO SATISFACTION SATISFACTION WITH SERVICE REPRESENTATIVES The final question in this series asked customers who had been in contact with the District to provide their level of satisfaction with the service representatives’ accessibility, courtesy, and knowledge/expertise. As displayed in Figure 26, respondents provided high ratings for all three dimensions tested, with more than three-quarters of this customer segment indicating they were very or somewhat satisfied with the courtesy of the service representative (84%), their ability to reach a service representative (83%), and the knowledge and expertise of the service representative (75%). Question 15 When contacting the Water District, were you satisfied or dissatisfied with _____, or do you not have an opinion? FIGURE 26 SATISFACTION WITH SERVICE REPRESENTATIVE Prefer not to answer 2.0 Not sure 5.9 Satisfied 75.4 Dissatisfied 16.7 57.0 59.9 65.3 17.7 22.8 18.7 6.4 4.1 6.9 6.8 5.4 12.0 6.4 8.62 0 102030405060708090100 The knowledge and expertise of the service representative Your ability to reach a service representative The courtesy of the service representative Q1 5 c Q 1 5 a Q 1 5 b % Respondents Who Contacted District in Past 6 Months Very satisfied Smwt satisfied Smwt dissatisfied Very dissatisfied Not sure/Prefer not to answer Wa t e r R e l i a b i l i t y S o l u t i o n s True North Research, Inc. © 2020 26Otay Water District . . . . . . . . . . . . . . . . W ATER RELIABILITY SOLUTIONS The next series of questions in the survey was designed to profile customer’s perceptions and opinions as they relate to the reliability of the water supply in the Otay Water District’s service area. OPINION OF WATER SUPPLY The first question in this series started by informing respondents that a reliable water supply is one that can be depended upon to consistently pro- vide enough water to meet an area's needs. Respondents were then asked if they expect the reli- ability of water supplies in California, Southern California, San Diego County, and Otay Water District’s service area (in that order) to improve, stay about the same, or get worse over the next 10 years. As shown in Figure 27, perspectives regarding the reliability of water supplies over the next decade were nearly identical for the two largest geographic areas and trended more positive at the local levels. Overall, 12% to 14% of respondents felt that the reliability of the supplies in Cali- fornia, Southern California, and San Diego County would improve over the next 10 years, with the rating slightly higher for the Otay Water District’s service area at 16%. For both California and Southern California, respondents were more likely to indicate that the supplies would be getting worse (California: 41%, Southern California: 41%) over staying the same (California: 34%, South- ern California: 36%), whereas opinions were evenly split for San Diego County (38% each). For the District, respondents were more likely to feel that supplies would be staying about the same rather than getting worse (42% vs. 30%). The remainder of respondents were unsure or declined to state their opinion. Question 16 Next, I'm going to ask you a few questions about drinking water supplies. A reli- able water supply is one that can be depended upon to consistently provide enough water to meet an area's needs. Overall, do you expect that the reliability of water supplies in _____ will be improving, staying about the same, or getting worse over the next 10 years? FIGURE 27 OPINION OF RELIABILITY OF WATER SUPPLY 12.1 13.6 15.8 36.0 37.7 41.5 41.1 37.8 30.4 10.4 9.2 9.7 11.3 12.8 34.2 41.4 0 10 20 30 40 50 60 70 80 90 100 California Southern California San Diego County Otay Water District's Service Area Q16 Reliability of water supply in . . . % R e s p o n d e n t s Prefer not toanswer Not sure Getting worse Staying about same Improving Wa t e r R e l i a b i l i t y S o l u t i o n s True North Research, Inc. © 2020 27Otay Water District . . . . . . . . . . . . . . . . SOLUTIONS TO INCREASE RELIABILITY The next question in this section was designed to provide the Otay Water District with a reliable measure of how residential customers, as a whole, support a variety of projects to which resources could be allocated in the future. The format of the question was straightforward: after informing respondents that there are several different ways to expand our sources of drinking water and increase the reliability of our water supply, respondents were asked whether they would support or oppose the District taking action on each project shown in Figure 28. The projects are sorted in the figure from high to low based on the proportion of respondents who indicated that they at least somewhat support the District taking action on the project. Among the reliability solutions tested, capturing, storing, and treating rainwater and stormwater runoff to produce clean drinking water was rated the highest (85% strongly or somewhat sup- port), followed closely by desalinating and purifying seawater to make clean drinking water (84%). Respondents were less likely to support recycling sewer water and purifying it to clean drinking water standards using advanced water treatment technologies (47%). Question 17 There are a several different ways to expand our sources of drinking water and increase the reliability of our water supply. Here is the (first/next) one: _____. Would you support or oppose the District taking this action? FIGURE 28 SUPPORT FOR WATER RELIABILITY SOLUTIONS For the interested reader, tables 2 and 3 on the next page provide the percentage of surveyed customers who strongly supported each project by their service address city, opinion of the reli- ability of water supplies in the District over the next 10 years, account setup year, and whether they had taken action to reduce water usage in the past 12 months. 25.9 33.1 29.0 18.4 26.8 1 0 51.3 21.4 56.3 5 5 4 45 7 5 1 0 102030405060708090100 Recycle sewer water, purify it to clean drinking water standards using advanced water treatment technologies Desalinate and purify seawater to make clean drinking water Capture, store, treat rainwater, stormwater runoff to produce clean drinking water Q1 7 c Q 1 7 a Q 1 7 b % Respondents Strongly support Smwt support Smwt oppose Strongly oppose Not sure Prefer not to answer Wa t e r R e l i a b i l i t y S o l u t i o n s True North Research, Inc. © 2020 28Otay Water District . . . . . . . . . . . . . . . . TABLE 2 SUPPORT FOR WATER RELIABILITY SOLUTIONS BY SERVICE ADDRESS CITY & OTAY WATER DISTRICT’S SERVICE AREA (SHOWING % STRONGLY SUPPORT) TABLE 3 SUPPORT FOR WATER RELIABILITY SOLUTIONS ACCOUNT BY SETUP YEAR & TAKEN ACTIONS TO REDUCE WATER USAGE (SHOWING % STRONGLY SUPPORT) Chula Vista El Cajon Jamul Spring Valley Other Improving Staying about same Getting worse Capture, store, treat rainwater, stormwater runoff to produce clean drinking water 54.7 50.4 70.7 61.7 61.0 51.9 63.9 54.9 Desalinate and purify seawater to make clean drinking water 50.6 56.6 49.7 55.9 32.2 55.7 49.8 56.8 Recycle sewer water, purify it to clean drinking water standards using adv. water treatment tech 20.9 20.8 24.0 21.1 28.7 22.9 23.9 20.2 Service Address City District’s Water Reliability Over Next 10 Years (Q16d) 2019 2017-18 2015-16 2010-14 2000-09 Before 2000 Yes No Capture, store, treat rainwater, stormwater runoff to produce clean drinking water 59.3 54.1 56.7 56.0 55.4 57.0 55.5 61.4 Desalinate and purify seawater to make clean drinking water 56.7 37.2 50.7 51.0 51.3 54.4 51.6 52.1 Recycle sewer water, purify it to clean drinking water standards using adv. water treatment tech 15.9 20.2 22.8 20.5 20.8 23.4 20.6 23.7 Taken Actions to Reduce Water Usage (Q19) Account Setup Year Co n s e r v a t i o n True North Research, Inc. © 2020 29Otay Water District . . . . . . . . . . . . . . . . C ONSERVATION Having measured satisfaction with water services, perceptions regarding the value of water ser- vice, customer service ratings, and attitudes about water reliability, the survey transitioned to the topic of water conservation—including anticipated water use and the actions customers may have taken to reduce usage. EXPECTED HOME WATER USE The first question in this series asked respondents to take into account their home water use (both indoors and outdoors) and forecast whether they expect to use more water, less water, or about the same amount of water in 2020 as they did in 2019. Seven-in-ten respondents (71%) anticipate their water use to remain about the same this year as compared with last year, 20% expect to use less water in 2020, 5% feel they will use more water this year, and 3% were unsure or unwilling to state. Question 18 Thinking about your home water use - both indoors and outdoors - do you think that you will use more water this year, less water this year, or about the same amount of water this year as you did in 2019? FIGURE 29 FUTURE WATER USAGE Figures 30 through 32 on the next page examine the percentage of respondents who expect to use more water in 2020 as compared with 2019. A higher than average percentage of customers who initially setup their account in 2015-2016 or 2019, had contacted the District within the past six months, whose household had not taken actions to reduce water usage over the past year, who have a service address other than Chula Vista, El Cajon, Jamul, or Spring Valley, earn a household income of $150,000 or more, and African-American respondents expected to use more water this year. About same 71.2 Use more 5.2 Use less 20.4 Not sure 2.6 Prefer not to answer 0.7 Co n s e r v a t i o n True North Research, Inc. © 2020 30Otay Water District . . . . . . . . . . . . . . . . FIGURE 30 FUTURE WATER USAGE BY ACCOUNT SETUP YEAR, HOME OWNERSHIP STATUS, CONTACTED DISTRICT IN PAST 6 MONTHS & TAKEN ACTION TO REDUCE WATER USAGE FIGURE 31 FUTURE WATER USAGE BY AGE & SERVICE ADDRESS CITY FIGURE 32 FUTURE WATER USAGE BY HSLD INCOME & ETHNICITY 5.8 2.0 4.8 7.7 8.8 4.4 4.4 8.6 6.6 9.3 5.7 9.7 0 5 10 15 20 2019 2017-18 2015-16 2010-14 2000-09 Before 2000 Own Rent/Live w/others Yes No Yes No Account Setup Year Home Ownership Status (QD4) Contacted District in Past 6 Months (Q7,8) Taken Actions to Reduce Water Usage (Q19) % R e s p o n d e n t s W h o E x p e c t t o U s e M o r e W a t e r 3.6 5.2 3.6 2.4 5.5 10.0 6.7 8.0 6.9 4.6 0 5 10 15 20 Under 35 35 to 44 45 to 54 55 to 64 65 or older Chula Vista El Cajon Jamul Spring Valley Other Age (QD2) Service Address City % R e s p o n d e n t s W h o E x p e c t t o U s e M o r e W a t e r 4.6 3.8 8.3 5.3 3.0 11.2 6.4 4.54.24.5 2.4 6.1 0 5 10 15 20 Less than $25K $25K to < $40K $40K to < $60K $60K to < $80K $80K to < $100K $100K to < $150K $150K or more Caucasian /White Latino/ Hispanic Af-American /Black Asian American Mixed/ Other Hsld Income (QD8) Ethnicity (QD7) % R e s p o n d e n t s W h o E x p e c t t o U s e M o r e W a t e r Co n s e r v a t i o n True North Research, Inc. © 2020 31Otay Water District . . . . . . . . . . . . . . . . TAKEN ACTIONS TO REDUCE WATER USAGE The next question in this series asked residential customers whether—in the past 12 months—they have taken any actions to reduce their household’s use of water. As shown in Figure 33, 77% of respondents offered that they had taken one or more actions to reduce water usage during this period, whereas 18% confided they had not attempted to use less water and 5% were unsure or unwilling to answer the question. Question 19 In the past 12 months, have you taken any actions to reduce your household's use of water? FIGURE 33 TAKEN ACTION TO REDUCE WATER USAGE Figures 34-36 on the next page show that customers under 35 years of age, those with a service address other than Chula Vista, El Cajon, Jamul, or Spring Valley, and respondents with a house- hold income less than $25,000 per year were the least likely to have taken actions to reduce water usage. At least 70% of residential customers in each of the other subgroups indicated that they had taken at least one action in the past 12 months to reduce water usage. Have not taken action to reduce usage 18.2 Yes, taken action to reduce usage 77.3 Not sure 3.5 Prefer not to answer 1.0 Co n s e r v a t i o n True North Research, Inc. © 2020 32Otay Water District . . . . . . . . . . . . . . . . FIGURE 34 TAKEN ACTION TO REDUCE WATER USAGE BY ACCOUNT SETUP YEAR, HOME OWNERSHIP STATUS & CONTACTED DISTRICT IN PAST 6 MONTHS FIGURE 35 TAKEN ACTION TO REDUCE WATER USAGE BY AGE & SERVICE ADDRESS FIGURE 36 TAKEN ACTION TO REDUCE WATER USAGE BY HSLD INCOME & ETHNICITY 81.2 74.4 78.1 73.7 78.9 77.276.0 88.4 75.470.5 0 10 20 30 40 50 60 70 80 90 100 2019 2017-18 2015-16 2010-14 2000-09 Before 2000 Own Rent/Live w/others Yes No Account Setup Year Home Ownership Status(QD4)Contacted District inPast 6 Months (Q7,8) % R e s p o n d e n t s T h a t H a v e T a k e n A c t i o n to R e d u c e W a t e r U s a g e 79.5 77.1 78.4 85.6 79.4 63.161.8 79.5 71.2 79.3 0 10 20 30 40 50 60 70 80 90 100 Under 35 35 to 44 45 to 54 55 to 64 65 or older Chula Vista El Cajon Jamul Spring Valley Other Age (QD2) Service Address City % R e s p o n d e n t s T h a t H a v e T a k e n A c t i o n to R e d u c e W a t e r U s a g e 80.7 76.7 74.1 74.5 82.3 72.1 85.9 75.380.382.284.2 67.9 0 10 20 30 40 50 60 70 80 90 100 Less than $25K $25K to < $40K $40K to < $60K $60K to < $80K $80K to < $100K $100K to < $150K $150K or more Caucasian /White Latino/ Hispanic Af-American /Black Asian American Mixed/ Other Hsld Income (QD8) Ethnicity (QD7) % R e s p o n d e n t s T h a t H a v e T a k e n A c t i o n to R e d u c e W a t e r U s a g e Co n s e r v a t i o n True North Research, Inc. © 2020 33Otay Water District . . . . . . . . . . . . . . . . ACTIONS TAKEN TO REDUCE WATER USAGE Respondents who indicated in Ques- tion 19 that they had taken actions to reduce their household’s water usage were asked to detail the specific actions taken. Question 20 was asked in an open-ended manner, allowing respon- dents to mention any action that came to mind without being prompted by or restricted to a par- ticular list of options. True North reviewed the verbatim responses and grouped them into the categories shown in Figure 37, broken out by indoor and outdoor actions taken. Among respondents who had taken one or more actions to reduce water usage in their house- hold during the past 12 months, over half turned off the faucet while brushing their teeth (63%), used less water while showering, washing their hands, or doing the dishes (61%), only ran the dishwasher or washing machine when full (59%), watered plants/lawn between 4PM and 9AM (52%), and did not hose down their driveway or walkways (51%). Question 20 What specific actions have you taken to reduce your household's use of water? FIGURE 37 ACTIONS TAKEN TO REDUCE WATER USAGE Respondents were next asked whether they had made any major changes to their property over the past five years to reduce their use of water. Sixty-four percent (64%) of residential customers answered Question 21 in the affirmative, whereas 31% of respondents had not made any major changes to their property for the purpose of water conservation and 5% were unsure or unwilling to state (see Figure 38 on next page). 38.1 45.5 45.6 48.8 51.1 51.9 3.1 45.4 47.4 59.2 60.9 63.3 49.5 0 10203040506070 Installed drought tolerant landscapes/fake grass Adjusted sprinklers so they don’t run on driveway, sidewalks, waste water Watered plants less/use drip system Washed car less often/Used water-efficient methods to wash car Didn’t hose down driveway/walkways Watered plants/lawn between 4PM & 9AM Use a grey-water system Purchased water-efficient appliances (clothes washer, dishwasher, etc.) Fixed leaks Used water-efficient faucet and shower heads Only run dishwasher/laundry when full Use less water when taking shower, hand washing dishes, etc. Turn off faucet while brushing teeth Ou t d o o r I n d o o r % Respondents That Have Taken Action to Reduce Water Usage Co n s e r v a t i o n True North Research, Inc. © 2020 34Otay Water District . . . . . . . . . . . . . . . . Question 21 Over the past five years, have you made any major changes to your property to reduce your use of water - such as replacing grass with drought-tolerant landscaping, or install- ing water-efficient appliances? FIGURE 38 MAJOR CHANGES ON PROPERTY TO REDUCE WATER USAGE IN PAST 5 YRS Figures 39 through 41 show that custom- ers who set up their account before 2014, home owners, residents 55 years and older, customers in El Cajon and Jamul, and those with an ethnicity other than Afri- can-American were the most likely to have made major property changes to reduce water usage. Also noteworthy is how the percentage who made property changes steadily increased as the age of the respon- dent increased. FIGURE 39 MAJOR CHANGES ON PROPERTY TO REDUCE WATER USAGE IN PAST 5 YRS BY ACCOUNT SETUP YEAR, HOME OWNERSHIP STATUS & CONTACTED DISTRICT IN PAST 6 MONTHS FIGURE 40 MAJOR CHANGES ON PROPERTY TO REDUCE WATER USAGE IN PAST 5 YRS BY AGE & SERVICE ADDRESS CITY Prefer not to answer 1.9 Not sure 3.2 Yes, made major changes to reduce water usage 64.2 No major changes on property to reduce water usage 30.8 69.0 70.4 67.5 43.5 62.2 65.065.0 48.447.450.3 0 10 20 30 40 50 60 70 80 90 100 2019 2017-18 2015-16 2010-14 2000-09 Before 2000 Own Rent/Live w/others Yes No Account Setup Year Home Ownership Status (QD4) Contacted District in Past 6 Months (Q7,8) % R e s p o n d e n t s T h a t M a d e C h a n g e s on P r o p e r t y t o R e d u c e W a t e r U s a g e 69.5 62.8 72.6 71.9 62.3 64.0 42.8 52.1 58.6 65.7 0 10 20 30 40 50 60 70 80 90 100 Under 35 35 to 44 45 to 54 55 to 64 65 or older Chula Vista El Cajon Jamul Spring Valley Other Age (QD2) Service Address City % R e s p o n d e n t s T h a t M a d e C h a n g e s on P r o p e r t y t o R e d u c e W a t e r U s a g e Co n s e r v a t i o n True North Research, Inc. © 2020 35Otay Water District . . . . . . . . . . . . . . . . FIGURE 41 MAJOR CHANGES ON PROPERTY TO REDUCE WATER USAGE IN PAST 5 YRS BY HSLD INCOME & ETHNICITY As a follow-up, respondents who indicated that they had made major changes to their property within the past five years to reduce water usage were asked in an open-ended manner to detail the types of changes they made. The majority (54%) of this subgroup of customers indicated that they had made landscaping changes, such as installing drought tolerant landscapes, artificial grass, or concrete. Other changes cited by at least 10% of households that had made major changes to their property to reduce water usage include purchasing water-efficient appliances (18%), reducing water use in general (15%), and installing a drip irrigation system (12%). Question 22 Can you describe the major changes you made to your property to reduce water usage? FIGURE 42 CHANGES ON PROPERTY TO REDUCE WATER USAGE 70.0 61.3 67.6 67.6 61.2 41.9 63.6 61.158.662.566.0 51.2 0 10 20 30 40 50 60 70 80 90 100 Less than $25K $25K to < $40K $40K to < $60K $60K to < $80K $80K to < $100K $100K to < $150K $150K or more Caucasian /White Latino/ Hispanic Af-American /Black Asian American Mixed/ Other Hsld Income (QD8) Ethnicity (QD7) % R e s p o n d e n t s T h a t M a d e C h a n g e s on P r o p e r t y t o R e d u c e W a t e r U s a g e 0.6 1.6 1.7 1.9 2.0 2.3 2.4 3.4 8.3 11.6 15.4 54.2 8.8 18.2 0 102030405060 Used grey-water system Use rain barrels Installed tankless water heater Washed car less often / Used water-efficient methods Collected, reused water Watered plants early morning or late afternoon Not sure, cannot think of anything specific Used less water when taking shower, hand washing dishes Adjusted, changed irrigation system Used water-efficient faucet, shower heads, toilets Installed drip system Reduced water usage in general Purchased water-efficient appliances Installed drought tolerant landscapes, fake grass, concrete % Respondents Who Have Made Major Changes to Reduce Water Usage Co m m u n i c a t i o n True North Research, Inc. © 2020 36Otay Water District . . . . . . . . . . . . . . . . C OMMUNICATION The final substantive section of the report presents the results of questions that were designed to measure respondents’ satisfaction with the Otay Water District’s efforts to communicate with customers, profile respondents’ exposure to the Pipeline Newsletter, as well as identify the most effective ways for the District to communicate with residential customers. OVERALL SATISFACTION Question 23 asked respondents to report their overall satisfac- tion with the District’s efforts to communicate with customers through newsletters, social media, bill inserts, web, direct mail, and/or other means. Overall, 83% of respondents indicated that they were satisfied with the District’s efforts in this regard, with 42% indicating that they were very satisfied and 41% somewhat satisfied (Figure 43). The remaining respondents were either dissatisfied with the District's communication efforts (7%) or unsure or unwilling to pro- vide an opinion (10%). Question 23 In general, are you satisfied or dissatisfied with the Otay Water District's efforts to communicate with customers through newsletters, social media, bill inserts, web, direct mail and/or other means? FIGURE 43 SATISFACTION WITH COMMUNICATION The next three figures display how satisfaction with the District’s efforts to communicate with customers varied across a series of key subgroups for those who provided an opinion. Satisfac- tion with the District’s communication efforts was widespread, with over 80% of respondents in nearly every subgroup reporting they were either very or somewhat satisfied. As might be expected, respondents dissatisfied with the District’s overall performance also tended to be less satisfied with the District’s communication efforts when compared with those who were gener- ally satisfied with the Otay Water District (54% vs. 95%). Not sure 9.4 Prefer not to answer 0.5 Very dissatisfied 2.1 Somewhat dissatisfied 5.2 Very satisfied 41.7 Somewhat satisfied 41.2 Co m m u n i c a t i o n True North Research, Inc. © 2020 37Otay Water District . . . . . . . . . . . . . . . . FIGURE 44 SATISFACTION WITH COMMUNICATION BY ACCOUNT SETUP YEAR & HOME OWNERSHIP STATUS FIGURE 45 SATISFACTION WITH COMMUNICATION BY AGE & SERVICE ADDRESS CITY FIGURE 46 SATISFACTION WITH COMMUNICATION BY ETHNICITY, GENDER & OVERALL SATISFACTION 42.7 50.5 45.6 51.1 48.9 42.5 47.3 33.7 45.341.141.9 Very satisfied 52.3 45.152.946.5 Smwt satisfied 40.8 0 10 20 30 40 50 60 70 80 90 100 2019 2017-18 2015-16 2010-14 2000-09 Before 2000 Own Rent/Live w/others Account Setup Year Home Ownership Status (QD4) % R e s p o n d e n t s W h o P r o v i d e d O p i n i o n 47.5 47.5 40.4 43.2 50.0 30.6 46.7 43.4 53.0 53.5 45.1 54.9 Very satisfied 48.3 43.7 43.7 48.5 Smwt satisfied 40.1 38.8 52.7 44.5 0 10 20 30 40 50 60 70 80 90 100 Under 35 35 to 44 45 to 54 55 to 64 65 or older Chula Vista El Cajon Jamul Spring Valley Other Age (QD2) Service Address City % R e s p o n d e n t s W h o P r o v i d e d O p i n i o n 43.0 43.8 49.3 49.5 10.6 45.1 48.0 43.3 45.7 43.2 42.450.552.3Very satisfied 45.7 50.6 46.534.0 Smwt satisfied 48.6 0 10 20 30 40 50 60 70 80 90 100 Caucasian/ White Latino/ Hispanic Af-American/ Black Asian American Mixed/Other Male Female Satisfied Dissatisfied Ethnicity (QD7) Gender (QD1) Overall Satisfaction (Q1) % R e s p o n d e n t s W h o P r o v i d e d O p i n i o n Co m m u n i c a t i o n True North Research, Inc. © 2020 38Otay Water District . . . . . . . . . . . . . . . . PIPELINE NEWSLETTER Respondents were next asked if they recalled receiving the Pipe- line Newsletter, which is mailed or emailed to households on a quarterly basis. As shown in Fig- ure 47, 49% of customers recalled receiving the Pipeline Newsletter, 33% did not recall receiving it, and 18% were unsure. Question 24 Do you recall receiving the Pipeline Newsletter, which is mailed to your home or emailed quarterly? FIGURE 47 RECALL RECEIVING PIPELINE NEWSLETTER Figures 48 through 50 show whether or not respondents recalled receiving the Pipeline Newslet- ter by a variety of subgroups (among those who provided an opinion). Higher than average per- centages of customers who set up their account in the past few years (2017-2019), those who rent their residence or live with others, residents 18 to 44 years of age, and African-American customers or those with a mixed/other ethnicity did not recall receiving the Pipeline Newsletter. FIGURE 48 RECALL RECEIVING PIPELINE NEWSLETTER BY ACCOUNT SETUP YEAR, HOME OWNERSHIP STATUS & CONTACTED DISTRICT IN PAST 6 MONTHS Did not receive Pipeline Newsletter 32.7 Received Pipeline Newsletter 48.9 Not sure 18.1 Prefer not to answer 0.3 31 40 61 54 57 75 61 48 54 61 69 60 39 46 43 25 39 52 46 39 0 10 20 30 40 50 60 70 80 90 100 2019 2017-18 2015-16 2010-14 2000-09 Before 2000 Own Rent/Live w/others Yes No Account Setup Year Home Ownership Status(QD4)Contacted District inPast 6 Months (Q7,8) % R e s p o n d e n t s W h o P r o v i d e d O p i n i o n Received Pipeline Newsletter Did not receive Pipeline Newsletter Co m m u n i c a t i o n True North Research, Inc. © 2020 39Otay Water District . . . . . . . . . . . . . . . . FIGURE 49 RECALL RECEIVING PIPELINE NEWSLETTER BY AGE & SERVICE ADDRESS CITY FIGURE 50 RECALL RECEIVING PIPELINE NEWSLETTER BY HSLD INCOME & ETHNICITY PIPELINE NEWSLETTER READERSHIP As a follow-up, respondents who indicated that they recalled receiving the Pipeline Newsletter were asked how often they read the newsletter when it arrives. Figure 51 on the next page presents the results of Question 25 in the context of all respondents. Among all respondents, 22% indicated they always read the Pipeline Newsletter when it arrives, 20% said sometimes, 5% rarely, and 1% confided that they recalled receiving the newsletter but never read it. The majority (51%) of respondents did not recall receiving the news- letter or were unsure whether they had received it. 31 33 61 59 70 57 71 69 59 686967 39 41 30 43 29 31 41 32 0 10 20 30 40 50 60 70 80 90 100 Under 35 35 to 44 45 to 54 55 to 64 65 or older Chula Vista El Cajon Jamul Spring Valley Other Age (QD2) Service Address City % R e s p o n d e n t s W h o P r o v i d e d O p i n i o n Received Pipeline Newsletter Did not receive Pipeline Newsletter 60 52 63 49 59 58 60 67 55 41 54 46 40 48 37 51 41 42 40 33 45 59 46 54 0 10 20 30 40 50 60 70 80 90 100 Less than $25K $25K to < $40K $40K to < $60K $60K to < $80K $80K to < $100K $100K to < $150K $150K or more Caucasian /White Latino/ Hispanic Af-American /Black Asian American Mixed/ Other Hsld Income (QD8) Ethnicity (QD7) % R e s p o n d e n t s W h o P r o v i d e d O p i n i o n Received Pipeline Newsletter Did not receive Pipeline Newsletter Co m m u n i c a t i o n True North Research, Inc. © 2020 40Otay Water District . . . . . . . . . . . . . . . . Question 25 How often would you say that you read the Pipeline Newsletter when it arrives? Would you say that you always read it, sometimes read it, rarely read it, or never read it? FIGURE 51 FREQUENCY OF READING PIPELINE NEWSLETTER Figures 52-54 show that Pipeline readership varied substantially across subgroups. Perhaps most striking is how overall readership increases as age of the customer increases (Figure 53 on next page). FIGURE 52 FREQUENCY OF READING PIPELINE NEWSLETTER BY ACCOUNT SETUP YEAR, HOME OWNERSHIP STATUS & CONTACTED DISTRICT IN PAST 6 MONTHS Sometimes 20.4 Always 22.1 Rarely 5.3Never 1.1 Did not recall receiving newsletter or unsure (Q24) 51.1 25.1 31.3 22.6 13.0 20.1 22.712.6 15.5 20.6 15.8 25.9 20.6 20.4 20.4 20.4 3.3 2.2 7.7 6.0 7.1 4.3 5.6 4.4 3.9 9.1 11.0 12.4 14.1 23.8 5.6 0 10 20 30 40 50 60 70 80 2019 2017-18 2015-16 2010-14 2000-09 Before 2000 Own Rent/Live w/others Yes No Account Setup Year Home Ownership Status (QD4) Contacted District in Past 6 Months (Q7,8) % R e s p o n d e n t s Rarely Sometimes Always Co m m u n i c a t i o n True North Research, Inc. © 2020 41Otay Water District . . . . . . . . . . . . . . . . FIGURE 53 FREQUENCY OF READING PIPELINE NEWSLETTER BY AGE & SERVICE ADDRESS CITY FIGURE 54 FREQUENCY OF READING PIPELINE NEWSLETTER BY HSLD INCOME & ETHNICITY COMMUNICATION PREFERENCES The next question in this series presented respon- dents with each of the methods shown to the left of Figure 55 on the next page and simply asked, for each, whether it would be an effective way for the Otay Water District to communicate with them. Overall, respondents indicated that email was the most effective method (81% very or somewhat effective), followed by emailed/electronic newsletters (74%) and newsletters mailed to the home (72%). At the other end of the spectrum, automated voice calls via telephone (37%) and social media (41%) were perceived to be the least effective ways for the District to communicate with residential customers. 28.5 21.2 27.4 26.4 20.8 22.07.3 14.4 22.5 23.0 19.0 20.0 19.7 21.6 37.7 6.3 5.2 7.0 3.5 4.9 4.5 9.8 9.0 6.0 24.218.1 4.58.3 23.7 0.0 0 10 20 30 40 50 60 70 80 Under 35 35 to 44 45 to 54 55 to 64 65 or older Chula Vista El Cajon Jamul Spring Valley Other Age (QD2) Service Address City % R e s p o n d e n t s Rarely Sometimes Always 19.8 19.9 23.3 26.3 18.6 7.3 17.6 13.7 25.1 21.9 18.7 23.9 19.9 20.5 23.7 18.7 25.8 16.1 15.6 4.2 4.0 7.6 2.0 4.6 7.7 5.6 5.1 6.6 5.5 4.1 23.7 12.6 21.5 16.5 22.8 1.8 0 10 20 30 40 50 60 70 80 Less than $25K $25K to < $40K $40K to < $60K $60K to < $80K $80K to < $100K $100K to < $150K $150K or more Caucasian /White Latino/ Hispanic Af-American /Black Asian American Mixed/ Other Hsld Income (QD8) Ethnicity (QD7) % R e s p o n d e n t s Rarely Sometimes Always Co m m u n i c a t i o n True North Research, Inc. © 2020 42Otay Water District . . . . . . . . . . . . . . . . Question 26 As I read the following ways that the Otay Water District can communicate with residents, I'd like to know if you think they would be a very effective, somewhat effective, or not at all effective way for the District to communicate with you. FIGURE 55 EFFECTIVENESS OF OTAY WATER DISTRICT COMMUNICATION EFFORTS For the interested reader, Table 4 displays the percentage of respondents who perceived each proposed communication method as very effective by their satisfaction with the District’s com- munication efforts and age, with the top three most effective methods within each subgroup highlighted in green to ease comparisons. TABLE 4 EFFECTIVENESS OF OTAY WATER DISTRICT COMMUNICATION EFFORTS BY SATISFACTION WITH COMMUNICATION & AGE (SHOWING % VERY EFFECTIVE) The final substantive question of the survey asked respondents, in an open-ended format, whether there were any methods of communication not previously mentioned that they feel would be a very effective way for the Otay Water District to communicate with them. The vast majority (84%) of residential customers did not have anything to add, and no single suggestion was cited by more than one and a half percent of respondents. 13.9 12.2 24.0 28.3 17.7 23.6 33.1 27.4 32.6 34.8 44.7 23.0 28.3 33.8 30.3 41.8 40.4 33.8 41.3 39.3 38.7 36.2 0 102030405060708090100 Automated voice calls via telephone Social Media like Twitter, Facebook and Instagram Notices hung on your front door handle Text messages Sponsoring community events Otay Water District website Information inserted into your water bill envelope Postcards mailed to your house Newsletters mailed to your house Newsletters emailed to you / Electronic Newsletters Email Q2 6 k Q 2 6 c Q 2 6 h Q 2 6 j Q 2 6 i Q 2 6 d Q 2 6 f Q 2 6 g Q 2 6 e Q 2 6 b Q 2 6 a % Respondents Very effective Somewhat effective Satisfied Dissatisfied Under 35 35 to 44 45 to 54 55 to 64 65 or older Email 47.4 37.7 55.1 45.7 47.6 48.3 42.5 Newsletters emailed to you / Electronic Newsletters 36.5 35.2 37.2 43.8 32.0 42.3 31.2 Information inserted into your water bill envelope 36.1 27.1 33.0 37.4 33.4 36.0 33.3 Newsletters mailed to your house 33.5 37.9 34.0 27.2 26.2 39.0 33.6 Text messages 30.9 17.0 34.3 48.0 36.8 26.4 23.9 Postcards mailed to your house 27.4 32.8 34.4 34.1 19.4 30.4 25.9 Notices hung on your front door handle 25.6 18.9 33.3 24.9 31.9 20.3 22.5 Otay Water District website 24.1 24.9 36.3 28.5 21.7 30.7 15.5 Sponsoring community events 17.2 26.7 22.3 33.2 18.8 17.7 12.8 Automated voice calls via telephone 15.9 6.0 18.1 15.6 16.0 10.6 14.6 Social Media like Twitter, Facebook and Instagram 12.1 11.6 19.3 21.4 22.4 13.3 4.6 Satisfaction WithCommunication (Q23)Age (QD2) Ba c k g r o u n d & D e m o g r a p h i c s True North Research, Inc. © 2020 43Otay Water District . . . . . . . . . . . . . . . . B ACKGROUND & DEMOGRAPHICS TABLE 5 DEMOGRAPHICS OF SAMPLE Table 5 presents the key demographic information col- lected during the survey. The primary motivation for collecting the background and demographic informa- tion was to provide a better insight into how the results of the substantive questions of the survey vary by demographic characteristics. Total Respondents 800 Gender (QD1) Male 52.4 Female 45.0 Prefer not to answer 2.6 Age (QD2) Under 35 5.8 35 to 44 10.3 45 to 54 15.0 55 to 64 19.2 65 or older 33.4 Prefer not to answer 16.4 Hsld Members (QD3) 18.5 229.3 318.5 414.7 5 or more 15.9 Prefer not to answer 13.1 Home Ownership Status (QD4) Own 85.9 Rent/Live w/others 12.1 Prefer not to answer 2.0 Home Type (QD6) Single family 89.3 Condo/Other 5.5 Prefer not to answer 5.3 Ethnicity (QD7) Caucasian/White 42.9 Latino/Hispanic 22.5 Af-American/Black 4.4 Asian American 11.3 Mixed/Other 6.9 Prefer not to answer 12.0 Hsld Income (QD8) Less than $25K 4.6 $25K to < $40K 4.9 $40K to < $60K 6.6 $60K to < $80K 9.8 $80K to < $100K 9.5 $100K to < $150K 17.9 $150K or more 17.4 Prefer not to answer 29.2 Service Address City Chula Vista 63.7 El Cajon 11.0 Jamul 3.3 Spring Valley 17.5 Other 4.5 Account Setup Year 2019 6.3 2017-18 8.9 2015-16 7.4 2010-14 17.7 2000-09 25.9 Before 2000 33.9 Me t h o d o l o g y True North Research, Inc. © 2020 44Otay Water District . . . . . . . . . . . . . . . . M ETHODOLOGY The following sections outline the methodology used in the study, as well as the motivation for using certain techniques. QUESTIONNAIRE DEVELOPMENT Dr. McLarney of True North Research worked closely with the Otay Water District to develop a questionnaire that covered the topics of interest and avoided many possible sources of systematic measurement error, including position-order effects, wording effects, response-category effects, scaling effects, and priming. Several ques- tions included multiple individual items. Because asking items in a set order can lead to a sys- tematic position bias in responses, items were asked in random order for each respondent. Some questions asked in this study were presented only to a subset of respondents. For exam- ple, only respondents who indicated they recalled contacting the Otay Water District in the six months prior to the survey (Questions 7 & 8) were asked follow-up questions about their reason for contacting the District and their experiences (Questions 9-15). The questionnaire included with this report (see Questionnaire & Toplines on page 47) identifies the skip patterns used dur- ing the interview to ensure that each respondent received the appropriate questions. PROGRAMMING, PRE-TEST & TRANSLATION Prior to fielding the survey, the ques- tionnaire was CATI (Computer Assisted Telephone Interviewing) programmed to assist interview- ers when conducting the telephone interviews. The CATI program automatically navigates the skip patterns, randomizes the appropriate question items, and alerts interviewers to certain types of keypunching mistakes should they happen during the interview. The survey was also programmed into a passcode-protected online survey application to allow online participation for sampled residents. The integrity of the questionnaire was pre-tested internally by True North and by dialing into random homes in the Otay Water District’s service area prior to formally beginning the survey. The final questionnaire was also professionally translated into Spanish to allow for data collection in English and Spanish. SAMPLE, WEIGHTING, RECRUITING & DATA COLLECTION Using a comprehen- sive database of residential customers provided by the Otay Water District, True North developed a stratified random sample of customers for the purposes of the survey. To accommodate the District’s interest in evaluating its customer service and call center performance, we purposely oversampled 213 customers who had contacted the District about one or more issues during the six months prior to the survey. The data were weighted prior to analysis to adjust for the overs- ample so that the figures presented in this report are representative of residential customers overall. Customers were recruited to participate in the survey through multiple recruiting methods. A random selection of customers was initially invited to participate in the survey online at a secure, passcode-protected website designed and hosted by True North. Each customer was assigned a unique passcode to ensure that only residential customers in the Otay Water District’s service area who received an invitation could access the online survey site, and that the survey could be completed only one time per passcode. Email reminder notices were sent to encourage participa- tion among those who had yet to take the survey. Following an initial period of online data col- lection, True North began placing telephone calls to land lines and cell phone numbers of Me t h o d o l o g y True North Research, Inc. © 2020 45Otay Water District . . . . . . . . . . . . . . . . customers that had yet to participate in the online survey or for whom an email address was not present in the customer record. Telephone interviews averaged 17 minutes in length and were conducted during weekday eve- nings (5:30PM to 9PM) and on weekends (10AM to 5PM). It is standard practice not to call during the day on weekdays because most working adults are unavailable and thus calling during those hours would bias the sample. A total of 800 completed surveys were gathered online (n=599) and by telephone (n=201) in English and Spanish between January 7 and January 15, 2020. MARGIN OF ERROR DUE TO SAMPLING The results of the survey can be used to esti- mate the opinions of all customers with a residential account with the Otay Water District. Because not every residential customer participated in the survey, however, the results have what is known as a statistical margin of error due to sampling. The margin of error refers to the differ- ence between what was found in the survey of 800 residential customers for a particular ques- tion and what would have been found if all households with a residential account had been interviewed. Figure 56 provides a plot of the maximum margin of error in this study. The maximum margin of error for a dichotomous percentage result occurs when the answers are evenly split such that 50% provide one response and 50% provide the alternative response. For this survey, the maxi- mum margin of error is ± 3.4% for questions answered by all 800 respondents. FIGURE 56 MAXIMUM MARGIN OF ERROR Within this report, figures and tables show how responses to certain questions varied by demo- graphic characteristics such as age of the respondent and home ownership status. Figure 56 is thus useful for understanding how the maximum margin of error for a percentage estimate will grow as the number of individuals asked a question (or in a particular subgroup) shrinks. Because the margin of error grows exponentially as the sample size decreases, the reader should use caution when generalizing and interpreting the results for small subgroups. Sample of 800 Residential Customers ± 3.4% 0% 2% 4% 6% 8% 10% 12% 14% 0 100 200 300 400 500 600 700 800 900 1000 Sample Size (Number of Respondents) Ma r g i n o f E r r o r Me t h o d o l o g y True North Research, Inc. © 2020 46Otay Water District . . . . . . . . . . . . . . . . DATA PROCESSING Data processing consisted of checking the data for errors or inconsis- tencies, coding and recoding responses, categorizing verbatim responses, and preparing fre- quency analyses and cross-tabulations. ROUNDING Numbers that end in 0.5 or higher are rounded up to the nearest whole num- ber, whereas numbers that end in 0.4 or lower are rounded down to the nearest whole number. These same rounding rules are also applied, when needed, to arrive at numbers that include a decimal place in constructing figures and tables. Occasionally, these rounding rules lead to small discrepancies in the first decimal place when comparing tables and charts for a given question. Due to rounding, some figures and narrative include numbers that add to more than or less than 100%. Qu e s t i o n n a i r e & T o p l i n e s True North Research, Inc. © 2020 47Otay Water District . . . . . . . . . . . . . . . . Q UESTIONNAIRE & TOPLINES True North Research, Inc. © 2019 Page 1 Otay Water District Customer Survey Final Toplines (n=800) January 20, 2020 Section 1: Introduction to Study Hi, may I please speak with _____? Hi, name is _____ and Im calling from TNR on behalf of the Otay (Oh-tie) Water District. Were conducting a short survey of customers and we would like to get your opinions. If needed: This is a survey about your water services Im NOT trying to sell anything and I wont ask for a donation. Your answers will be confidential. If needed: The survey should take about 12 minutes to complete. If needed: If now is not a convenient time, can you let me know a better time so I can call back? Section 2: Satisfaction with Water Services Q1 Generally speaking, are you satisfied or dissatisfied with the job the Otay Water District is doing to provide water services to your household? Get answer, then ask: Would that be very (satisfied/dissatisfied) or somewhat (satisfied/dissatisfied)? 1 Very satisfied 55% Skip to Q3 2 Somewhat satisfied 34% Skip to Q3 3 Somewhat dissatisfied 5% Ask Q2 4 Very dissatisfied 2% Ask Q2 98 Not sure 3% Skip to Q3 99 Prefer not to answer 1% Skip to Q3 Q2 Is there a particular reason why you are dissatisfied with the Water Districts performance? Verbatim responses recorded and later grouped into categories shown below. Rates, bills too expensive 56% Inaccurate, incorrect billing 23% Water quality, taste, smell 17% Customer services issues 11% Excessive salaries, pensions, compensation 8% Low water pressure 5% Not sure, no particular reason 2% Q3 Next, Im going to read a list of specific services provided by the Otay Water District. For each of the services I read, please tell me whether you are satisfied or dissatisfied with the Districts efforts to provide the service. Are you satisfied or dissatisfied with the Districts efforts to: _____, or do you not have an opinion? (Get answer. If satisfied or dissatisfied, then ask): Would that be very (satisfied/dissatisfied) or somewhat (satisfied/dissatisfied)? Randomize Ve r y Sa t i s f i e d So m e w h a t Sa t i s f i e d So m e w h a t Di s s a t i s f i e d Ve r y Di s s a t i s f i e d No t s u r e Pr e f e r n o t t o An s w e r A Provide high quality water 51% 30% 7% 4% 8% 1% B Ensure an adequate water supply now and in the future 47% 29% 4% 2% 18% 1% Qu e s t i o n n a i r e & T o p l i n e s True North Research, Inc. © 2020 48Otay Water District . . . . . . . . . . . . . . . . Otay Water District Customer Survey 1/20/2020 True North Research, Inc. © 2019 Page 2 C Educate customers about ways to conserve water 42% 33% 8% 4% 12% 1% D Keep the water system in good condition through timely repairs and maintenance 49% 30% 3% 2% 15% 1% E Provide reliable water service 65% 27% 3% 2% 3% 1% F Communicate with customers about scheduled repairs, service disruptions and other water-related issues 44% 29% 4% 3% 18% 1% G Provide water that is safe to drink 52% 29% 5% 4% 9% 1% H Provide water that is free of color and odor 59% 30% 5% 3% 2% 0% I Provide sufficient water pressure 55% 27% 9% 5% 4% 1% J Offer good value for the cost of water services 26% 34% 19% 11% 9% 0% K Provide good customer service 52% 26% 3% 3% 15% 1% L Provide rebate programs that encourage customers to purchase water-efficient appliances 24% 24% 13% 7% 30% 2% M Provide convenient hours of operation 52% 26% 3% 1% 16% 2% N Provide accurate billing statements 54% 30% 7% 4% 6% 0% Section 3: Value of Services Q4 Next, Id like to ask you to consider the value you receive from various services. Considering the quality of the _____ service your household receives, would you say the amount your household pays for the service is reasonable, too high, or too low? If says too high, ask: Would that be much too high, somewhat too high, or a little too high? Randomize To o l o w Re a s o n a b l e A l i t t l e t o o h i g h So m e w h a t t o o hi g h Mu c h t o o h i g h No t s u r e Pr e f e r n o t t o an s w e r A Cell phone 0% 33% 19% 19% 23% 5% 1% B Electricity 1% 25% 16% 20% 34% 3% 1% C Cable or satellite TV 1% 9% 12% 18% 50% 8% 1% D Trash collection 1% 56% 17% 11% 10% 5% 1% E Sewer 0% 39% 16% 13% 17% 14% 1% F Water 0% 35% 24% 19% 19% 2% 0% Q5 If you had to guess, how much do you think it costs per gallon for the water your household receives? $0.00 1% $.01 (correct) 7% $.02 to $.05 9% Qu e s t i o n n a i r e & T o p l i n e s True North Research, Inc. © 2020 49Otay Water District . . . . . . . . . . . . . . . . Otay Water District Customer Survey 1/20/2020 True North Research, Inc. © 2019 Page 3 $.06 to $.10 4% $.11 to $.20 2% More than $.20 4% Not sure 67% Prefer not to answer 5% Q6 To clarify, the cost of water is about 1 cent (one penny) per gallon. Knowing this, would you say that water is an excellent value, a good value, a fair value, a poor value, or a very poor value? 1 Excellent 29% 2 Good 30% 3 Fair 25% 4 Poor 8% 5 Very poor 2% 98 Not sure 5% 99 Prefer not to answer 1% Section 4: Customer Service Ask Q7 if sample indicates customer had call center contact, otherwise skip to instruction preceding Q8. Q7 Our records show that your household contacted the Otay Water District in the past six months regarding your water service. Do you recall contacting the Otay Water District? 1 Yes 77% Skip to Q9 2 No 18% Skip to Q16 98 Not sure 5% Skip to Q16 99 Prefer not to answer 0% Skip to Q16 Ask Q8 if sample does not show call center contact. Q8 During the past six months, have you or anyone else in your household contacted the Otay Water District for any reason? 1 Yes 11% Skip to Q9 2 No 86% Skip to Q16 98 Not sure 2% Skip to Q16 99 Prefer not to answer 0% Skip to Q16 Overall, 20% of customers surveyed indicated that their household had call center contact at Q7 or Q8. Qu e s t i o n n a i r e & T o p l i n e s True North Research, Inc. © 2020 50Otay Water District . . . . . . . . . . . . . . . . Otay Water District Customer Survey 1/20/2020 True North Research, Inc. © 2019 Page 4 Q9 Thinking of your most recent contact, what was the main reason or issue that prompted you to contact the District? Do Not Read List. 1 Water-related service issue (leak, water pressure, quality, etc.) 25% Ask Q10 2 Request start/stop of service 13% Skip to Q13 3 Questions about billing/payments 29% Skip to Q13 4 Make payment/Pay bill 16% Skip to Q13 5 Request a payment extension or arrangement 1% Skip to Q13 6 Service interrupted for non-payment 1% Skip to Q13 7 Find out how to reduce bill 5% Skip to Q13 8 Learn about/Participate in rebate program 0% Skip to Q13 9 Learn about/Participate in water conservation programs 2% Skip to Q13 10 Learn about/Participate in gardening /landscaping classes 0% Skip to Q13 11 Learn how to read your meter 2% Skip to Q13 12 Board meeting information 0% Skip to Q13 13 Other 3% Skip to Q13 14 Change name, address on account 1% Skip to Q13 15 Relocate 1% Skip to Q13 98 Not sure 1% Skip to Q13 99 Prefer not to answer 0% Skip to Q13 Q10 Can you describe the specific problem you were having with your water service? Verbatim responses recorded and later grouped into categories shown below. Water leak, broken pipe 69% Unexpectedly high bill 13% Water pressure 12% Broken sprinkler 10% Poor water quality, odor, taste 6% Not sure 3% Q11 Did your problem involve the Water District sending a field representative to your property? 1 Yes 36% Ask Q12 2 No 61% Skip to Q13 98 Not sure 0% Skip to Q13 99 Prefer not to answer 3% Skip to Q13 Qu e s t i o n n a i r e & T o p l i n e s True North Research, Inc. © 2020 51Otay Water District . . . . . . . . . . . . . . . . Otay Water District Customer Survey 1/20/2020 True North Research, Inc. © 2019 Page 5 Q12 Did the field representative: _____? Read in Order Ye s No No t s u r e Do e s n t Ap p l y A Arrive in a timely manner 58% 0% 19% 23% B Accurately assess the problem 56% 0% 31% 13% C Clearly explain the nature of the problem and how it can be fixed 44% 27% 8% 21% Q13 Were you able to resolve the issue with a single contact, or were multiple calls/contacts required to resolve the issue? 1 Resolved with single contact 69% 2 Multiple contacts required 13% 3 Issue was not resolved 14% 98 Not sure 4% 99 Prefer not to answer 0% Q14 Was the reason you contacted them ultimately resolved to your satisfaction? 1 Yes 75% 2 No 17% 98 Not sure 6% 99 Prefer not to answer 2% Q15 When contacting the Water District, were you satisfied or dissatisfied with _____, or do you not have an opinion? (Get answer. If satisfied or dissatisfied, then ask): Would that be very (satisfied/dissatisfied) or somewhat (satisfied/dissatisfied)? Randomize Ve r y Sa t i s f i e d So m e w h a t Sa t i s f i e d So m e w h a t Di s s a t i s f i e d Ve r y Di s s a t i s f i e d No t s u r e Pr e f e r n o t t o An s w e r A Your ability to reach a service representative 60% 23% 4% 7% 6% 0% B The courtesy of the service representative 65% 19% 2% 5% 8% 0% C The knowledge and expertise of the service representative 57% 18% 6% 7% 11% 0% Qu e s t i o n n a i r e & T o p l i n e s True North Research, Inc. © 2020 52Otay Water District . . . . . . . . . . . . . . . . Otay Water District Customer Survey 1/20/2020 True North Research, Inc. © 2019 Page 6 Section 5: Water Reliability & Solutions Next, Im going to ask you a few questions about drinking water supplies. Q16 A reliable water supply is one that can be depended upon to consistently provide enough water to meet an areas needs. Overall, do you expect that the reliability of water supplies in _____ will be improving, staying about the same, or getting worse over the next 10 years? Read in Order Im p r o v i n g St a y i n g ab o u t t h e sa m e Ge t t i n g wo r s e No t s u r e Pr e f e r n o t t o an s w e r A California 13% 34% 41% 10% 1% B Southern California 12% 36% 41% 9% 1% C San Diego County 14% 38% 38% 10% 1% D Otay Water Districts service area 16% 42% 30% 11% 1% Q17 There are a several different ways to expand our sources of drinking water and increase the reliability of our water supply. Here is the (first/next) one: _____. Would you support or oppose the District taking this action? Get answer, then ask: Would that be strongly (support/oppose) or somewhat (support/oppose)? Randomize St r o n g l y Su p p o r t So m e w h a t Su p p o r t So m e w h a t Op p o s e St r o n g l y Op p o s e No t s u r e Pr e f e r n o t to a n s w e r A Desalinate and purify seawater to make clean drinking water 51% 33% 5% 4% 5% 1% B Capture, store and treat rainwater and stormwater runoff to produce clean drinking water 56% 29% 5% 4% 5% 0% C Recycle sewer water and purify it to clean drinking water standards using advanced water treatment technologies 21% 26% 18% 27% 7% 1% Section 6: Conservation Q18 Thinking about your home water use both indoors and outdoors do you think that you will use more water this year, less water this year, or about the same amount of water this year as you did in 2019? 1 More 5% 2 About Same 71% 3 Less 20% 98 Not sure 3% 99 Prefer not to answer 1% Qu e s t i o n n a i r e & T o p l i n e s True North Research, Inc. © 2020 53Otay Water District . . . . . . . . . . . . . . . . Otay Water District Customer Survey 1/20/2020 True North Research, Inc. © 2019 Page 7 Q19 In the past 12 months, have you taken any actions to reduce your households use of water? 1 Yes 77% Ask Q20 2 No 18% Skip to Q21 98 Not sure 3% Skip to Q21 99 Prefer not to answer 1% Skip to Q21 Q20 What specific actions have you taken to reduce your households use of water? If says, reduced water usage, probe: How specifically did you do that? Do NOT read list. Probe: Any other ways you conserved water? Check all mentioned. Inside the Home 1 Purchased water-efficient appliances (clothes washer, dishwasher, etc.) 45% 2 Used water-efficient faucet and shower heads 49% 3 Fixed leaks 47% 4 Only run dishwasher/laundry when full 59% 5 Used a grey-water system 3% 6 Turned off faucet while brushing teeth 63% 7 Used less water when taking shower, hand washing dishes, etc. 61% Outside the Home 8 Watered plants/lawn between 4PM & 9AM 52% 9 Watered plants less/use drip system 46% 10 Adjusted sprinklers so they dont run on driveway, sidewalks, waste water 45% 11 Washed car less often/Used water- efficient methods to wash car 49% 12 Didnt hose down driveway/walkways 51% 13 Installed drought tolerant landscapes/fake grass 38% 14 Other 8% 98 Not sure 0% 99 Prefer not to answer 0% Q21 Over the past five years, have you made any major changes to your property to reduce your use of water such as replacing grass with drought-tolerant landscaping, or installing water-efficient appliances? 1 Yes 64% Ask Q22 2 No 31% Skip to Q23 98 Not sure 3% Skip to Q23 99 Prefer not to answer 2% Skip to Q23 Qu e s t i o n n a i r e & T o p l i n e s True North Research, Inc. © 2020 54Otay Water District . . . . . . . . . . . . . . . . Otay Water District Customer Survey 1/20/2020 True North Research, Inc. © 2019 Page 8 Q22 Can you describe the major changes you made to your property to reduce water usage? Verbatim responses recorded and later grouped into categories shown below. Installed drought tolerant landscapes, fake grass, concrete 54% Purchased water-efficient appliances 18% Reduced water usage in general 15% Installed drip system 12% Used water-efficient faucet, shower heads, toilets 9% Adjusted, changed irrigation system 8% Used less water when taking shower, hand washing dishes 3% Watered plants early morning or late afternoon 2% Used rain barrels 2% Installed tankless water heater 2% Collected, reused water 2% Washed car less often / Used water-efficient methods 2% Not sure, cannot think of anything specific 2% Used grey-water system 1% Section 7: Communications Q23 In general, are you satisfied or dissatisfied with the Otay Water Districts efforts to communicate with customers through newsletters, social media, bill inserts, web, direct mail and/or other means? Get answer, then ask: Would that be very (satisfied/dissatisfied) or somewhat (satisfied/dissatisfied)? 1 Very satisfied 42% 2 Somewhat satisfied 41% 3 Somewhat dissatisfied 5% 4 Very dissatisfied 2% 98 Not sure 9% 99 Prefer not to answer 0% Q24 Do you recall receiving the Pipeline Newsletter, which is mailed to your home or emailed quarterly? 1 Yes 49% Ask Q25 2 No 33% Skip to Q26 98 Not sure 18% Skip to Q26 99 Prefer not to answer 0% Skip to Q26 Qu e s t i o n n a i r e & T o p l i n e s True North Research, Inc. © 2020 55Otay Water District . . . . . . . . . . . . . . . . Otay Water District Customer Survey 1/20/2020 True North Research, Inc. © 2019 Page 9 Q25 How often would you say that you read the Pipeline Newsletter when it arrives? Would you say that you always read it, sometimes read it, rarely read it, or never read it? 1 Always 45% 2 Sometimes 42% 3 Rarely 11% 4 Never 2% 99 Prefer not to answer 0% Q26 As I read the following ways that the Otay Water District can communicate with residents, Id like to know if you think they would be a very effective, somewhat effective, or not at all effective way for the District to communicate with you. Randomize Ve r y So m e w h a t No t a t a l l No t s u r e / Pr e f e r n o t to a n s w e r A Email 45% 36% 15% 4% B Newsletters emailed to you/Electronic Newsletters 35% 39% 20% 6% C Social Media like Twitter, Facebook and Instagram 12% 28% 46% 13% D Otay Water District website 24% 40% 28% 8% E Newsletters mailed to your house 33% 39% 22% 6% F Information inserted into your water bill envelope 33% 34% 27% 6% G Postcards mailed to your house 27% 41% 25% 6% H Notices hung on your front door handle 24% 34% 36% 7% I Sponsoring community events 18% 42% 30% 10% J Text messages 28% 30% 33% 8% K Automated voice calls via telephone 14% 23% 55% 8% Q27 Are there any methods of communication I havent already mentioned that you think would be a very effective way for the Water District to communicate with you? If yes, ask: Please describe the communication method to me. Verbatim responses recorded and later grouped into categories shown below. No additional methods / Nothing comes to mind 84% Prefer not to answer 8% Emails 1% Texts 1% Face to face 1% Newsletter / Letter, flyers 1% Phone call, cell phone services 1% TV / Radio commercials 1% Qu e s t i o n n a i r e & T o p l i n e s True North Research, Inc. © 2020 56Otay Water District . . . . . . . . . . . . . . . . Otay Water District Customer Survey 1/20/2020 True North Research, Inc. © 2019 Page 10 Public forum / Meetings 1% Skywriting 1% Billing service / Billing statements 1% Section 8: Demographics Thank you so much for your participation. I have just a few background questions for statistical purposes. D1 What is your gender? (record by voice if telephone interview) 1 Male 52% 2 Female 45% 99 Prefer not to answer 3% D2 In what year were you born? Year recoded and later grouped into age categories shown below. 18 to 24 2% 25 to 34 4% 35 to 44 10% 45 to 54 15% 55 to 64 19% 65 or older 33% Prefer not to answer 16% D3 How many people, including you, live in your household? 1 9% 2 29% 3 18% 4 15% 5 or more 16% Prefer not to answer 13% D4 Do you own or rent your current residence? 1 Own 86% 2 Rent 12% 3 Live with family / friends and dont pay rent 0% 99 Prefer not to answer 2% Qu e s t i o n n a i r e & T o p l i n e s True North Research, Inc. © 2020 57Otay Water District . . . . . . . . . . . . . . . . Otay Water District Customer Survey 1/20/2020 True North Research, Inc. © 2019 Page 11 D5 Does your household pay the water bill directly, or is it paid for by someone else like a landlord or Home Owners Association? 1 Household pays bill directly 96% 2 Someone else pays bill 0% 98 Not sure 0% 99 Prefer not to answer 4% D6 Which of the following best describes your current home? 1 Single family detached home 89% 2 Apartment 0% 3 Condominium or townhome 5% 4 Mobile home 0% 99 Prefer not to answer 5% D7 What ethnic group do you consider yourself a part of or feel closest to? Read list if respondent hesitates 1 Caucasian/White 43% 2 Latino/Hispanic 23% 3 African-American/Black 4% 4 American Indian or Alaskan Native 1% 5 Asian -- Korean, Japanese, Chinese, Vietnamese, Filipino or other Asian 11% 6 Pacific Islander 1% 7 Mixed Heritage 3% 98 Other 3% 99 Prefer not to answer 12% D8 This last question is for statistical purposes only. As I read the following income categories, please stop me when I reach the category that best represents your households total annual income before taxes. 1 Under $25,000 5% 2 $25,000 to $39,999 5% 3 $40,000 to $59,999 7% 4 $60,000 to $79,999 10% 5 $80,000 to $99,999 9% 6 $100,000 to $149,999 18% 7 $150,000 or more 17% 98 Not sure 1% 99 Prefer not to answer 29% Qu e s t i o n n a i r e & T o p l i n e s True North Research, Inc. © 2020 58Otay Water District . . . . . . . . . . . . . . . . Otay Water District Customer Survey 1/20/2020 True North Research, Inc. © 2019 Page 12 S1 Service address city 1 Chula Vista 64% 2 El Cajon 11% 3 Jamul 3% 4 Spring Valley 17% 5 Other 5% S2 Account setup year 1 2019 6% 2 2018-17 9% 3 2016-15 7% 4 2014-10 18% 5 2009-00 26% 6 Before 2000 34% Those are all of the questions that I have for you! Thanks so much for participating in this important survey! Attachment D Appendix A, Cross Tabulations Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 1Page 1 Q1 Satisfaction with services Base Overall Overall Satisfaction(Q1) Satisfied Dissatisfie-d Account Setup Year 2019 2017-18 2015-16 2010-14 2000-09 Before2000 Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 800 714 59 50 71 59 142 207 271 44355.4%44362.1%--3366.3%4056.7%3457.5%8257.7%10249.3%15256.1% 27033.8%27037.9%--1020.9%2230.6%1830.4%4632.2%7737.4%9735.8% 425.3%--4271.8%36.2%23.3%59.1%107.0%125.9%93.4% 172.1%--1728.2%12.7%22.5%--10.9%52.3%72.8% 212.7%----24.0%45.0%00.6%21.3%115.1%31.1% 60.8%------11.9%12.3%10.9%--20.8% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 2Page 2 Q1 Satisfaction with services Base Contacted District inPast 6 Months (Q7,8) Yes No Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 158 620 37 39 53 79 76 143 139 8352.3%34856.1%1952.0%2255.7%3668.5%4759.8%4457.9%7653.3%8158.2% 5433.9%21134.0%1438.9%1436.2%1426.1%2430.5%2837.3%5739.8%3927.7% 159.3%264.2%25.3%37.1%24.3%22.9%22.0%53.8%128.6% 42.5%111.8%----11.2%44.6%--31.9%53.4% 31.9%182.9%11.7%01.1%--00.5%22.8%21.2%21.1% --61.0%12.1%----11.7%----11.0% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 3Page 3 Q1 Satisfaction with services Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely/Ne-ver Don't recallreceiving it Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 176 163 51 406 46 82 120 153 267 11062.3%9356.9%2752.4%21352.3%2246.9%5263.7%7259.8%7448.0%16662.3% 5631.7%5936.1%2039.0%13533.3%1837.9%2428.9%3731.1%5938.3%8331.0% 63.3%63.9%11.8%286.9%13.1%23.0%86.7%127.8%114.1% 31.5%10.9%12.6%112.7%23.8%11.6%21.8%85.3%20.6% 21.3%21.5%12.6%153.8%35.5%22.8%10.7%10.6%31.2% --10.8%11.5%41.0%12.9%------20.8% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 4Page 4 Q1 Satisfaction with services Base Hsld Members (QD3) 1 2 3 4 5 or more Taken Act ions t o Redu-ce Water Usage (Q19) Yes No Home OwnershipStatus (QD4) Own Rent/Livew/others Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 68 234 148 118 128 618 145 687 97 4159.9%12653.8%9061.1%7361.9%7055.1%33053.3%8860.8%37855.0%5657.3% 1927.4%8536.3%4932.8%3428.7%4636.1%21434.7%4631.9%24135.0%2525.6% 68.3%187.5%42.7%54.4%54.1%386.1%53.2%385.6%32.7% --31.4%21.5%21.8%32.6%142.2%31.8%142.1%22.2% 23.3%20.9%11.0%43.2%32.1%172.7%32.3%142.0%88.1% 11.2%--10.9%----61.0%--20.3%44.1% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 5Page 5 Q1 Satisfaction with services Base Gender (QD1) Male Female Home Type (QD6) Singlefamily Condo/Ot-her Service Address City Chula Vista El Cajon Jamul SpringValley Other C Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 419 360 714 44 510 88 26 140 36 23656.2%20356.4%40256.2%2148.2%25950.8%5157.5%1765.3%9467.2%2362.5% 14735.1%11431.7%24033.6%2045.9%19037.3%2933.2%726.4%3424.6%926.1% 215.0%195.3%385.4%12.8%295.6%44.8%14.2%53.7%39.1% 71.6%82.3%141.9%13.0%122.3%21.8%13.0%21.6%-- 92.1%92.6%172.4%--152.9%21.7%01.2%42.9%12.3% --61.7%30.5%--51.1%10.9%------ Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 6Page 6 Q1 Satisfaction with services Base Ethnicity (QD7) Caucasian/-White Latino/His-panic Af-America-n/Black AsianAmerican Mixed/Oth-er Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 343 180 35 91 55 22264.8%8848.9%2159.3%4751.6%2646.9% 10229.7%6938.2%1029.5%3639.4%1730.9% 144.0%137.1%01.2%11.5%59.1% 31.0%42.3%--11.5%47.4% 10.2%52.7%26.2%56.0%35.6% 10.2%10.7%13.8%---- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 7Page 7 Q2 Reason for dissatisfaction with Water District's performance Base Overall Overall Satisfaction(Q1) Satisfied Dissatisfie-d Account Setup Year 2019 2017-18 2015-16 2010-14 2000-09 Before2000 Rates, billstooexpensive Waterquality,taste, smell Customerservicesissues Low waterpressure Excessivesalaries,pensions, co-mpensation Inaccurate,incorrectbilling Other (uniqueresponses) Not sure, noparticularreason 59 -59 4 4 5 11 17 17 3355.7%--3355.7%360.4%242.7%231.9%547.6%952.8%1273.9% 1017.2%--1017.2%----349.7%111.9%320.4%315.9% 711.2%--711.2%--010.1%118.5%18.4%--425.2% 34.5%--34.5%130.2%----111.9%---- 58.1%--58.1%------111.9%17.9%212.5% 1423.0%--1423.0%09.4%120.0%236.3%111.9%527.4%426.3% 34.4%--34.4%--114.9%--111.9%13.6%-- 12.3%--12.3%--------17.9%-- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 8Page 8 Q2 Reason for dissatisfaction with Water District's performance Base Contacted District inPast 6 Months (Q7,8) Yes No Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Rates, billstooexpensive Waterquality,taste, smell Customerservicesissues Low waterpressure Excessivesalaries,pensions, co-mpensation Inaccurate,incorrectbilling Other (uniqueresponses) Not sure, noparticularreason 19 38 2 3 3 6 2 8 17 1055.9%2156.1%168.5%134.1%3100.0%345.4%175.4%451.9%1379.4% 211.4%821.4%--128.4%--115.9%--116.4%212.6% 313.8%410.7%131.5%----115.9%024.6%---- 17.2%13.6%------------18.0% 29.2%38.2%----132.5%--024.6%--14.7% 528.5%718.4%131.5%015.1%121.3%122.7%----420.9% 16.6%13.6%--122.4%--122.7%------ --13.6%-------------- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 9Page 9 Q2 Reason for dissatisfaction with Water District's performance Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely/Ne-ver Don't recallreceiving it Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Rates, billstooexpensive Waterquality,taste, smell Customerservicesissues Low waterpressure Excessivesalaries,pensions, co-mpensation Inaccurate,incorrectbilling Other (uniqueresponses) Not sure, noparticularreason 8 8 2 39 3 4 10 20 13 448.1%564.7%141.3%2358.4%125.9%259.4%552.7%1468.4%752.0% 115.8%110.2%--820.5%----220.9%313.3%213.7% 04.5%112.9%--513.3%013.0%124.5%--315.5%03.0% ------36.8%----113.2%---- 229.5%112.2%--13.4%------13.9%321.1% 331.6%116.0%--821.3%125.9%--113.2%733.6%18.2% ------36.6%119.3%116.1%113.2%---- ------13.4%----113.2%---- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 10Page 10 Q2 Reason for dissatisfaction with Water District's performance Base Hsld Members (QD3) 1 2 3 4 5 or more Taken Act ions t o Redu-ce Water Usage (Q19) Yes No Home OwnershipStatus (QD4) Own Rent/Livew/others Rates, billstooexpensive Waterquality,taste, smell Customerservicesissues Low waterpressure Excessivesalaries,pensions, co-mpensation Inaccurate,incorrectbilling Other (uniqueresponses) Not sure, noparticularreason 6 21 6 7 9 52 7 53 5 465.0%1464.8%457.7%234.0%669.9%3159.6%228.8%3158.1%245.0% --316.5%115.0%229.2%115.7%917.1%118.1%814.9%248.4% 227.6%01.8%06.0%----510.2%118.1%47.2%358.5% ------118.4%--35.2%--35.1%-- --316.4%------59.3%--36.5%128.4% 118.3%419.2%--111.4%338.6%1121.2%336.3%1120.2%233.0% ------118.4%114.4%35.0%--23.7%113.1% ----121.3%----12.6%--12.5%-- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 11Page 11 Q2 Reason for dissatisfaction with Water District's performance Base Gender (QD1) Male Female Home Type (QD6) Singlefamily Condo/Ot-her Service Address City Chula Vista El Cajon Jamul SpringValley Other C Rates, billstooexpensive Waterquality,taste, smell Customerservicesissues Low waterpressure Excessivesalaries,pensions, co-mpensation Inaccurate,incorrectbilling Other (uniqueresponses) Not sure, noparticularreason 27 27 52 3 40 6 2 7 3 1450.0%1866.3%3160.2%--2355.7%460.2%2100.0%338.0%262.5% 311.2%725.8%815.0%--716.5%226.8%--225.4%-- 413.4%29.1%58.8%124.0%24.8%226.4%141.8%231.0%-- --39.8%35.1%--36.6%-------- 312.5%14.9%36.6%--36.6%119.9%--112.7%-- 723.9%620.7%1120.4%124.0%1126.2%--141.8%118.3%125.0% 27.1%12.2%23.7%124.0%36.4%-------- --14.9%12.6%--13.3%-------- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 12Page 12 Q2 Reason for dissatisfaction with Water District's performance Base Ethnicity (QD7) Caucasian/-White Latino/His-panic Af-America-n/Black AsianAmerican Mixed/Oth-er Rates, billstooexpensive Waterquality,taste, smell Customerservicesissues Low waterpressure Excessivesalaries,pensions, co-mpensation Inaccurate,incorrectbilling Other (uniqueresponses) Not sure, noparticularreason 17 17 0 3 9 1161.8%1163.8%--150.0%550.9% --421.1%----217.2% 16.8%------217.1% ------150.0%114.7% 17.7%17.8%------ 320.1%527.1%0100.0%--16.8% --315.0%------ 17.8%-------- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 13Page 13 Q2 Reason for dissatisfaction with Water District's performance Base Overall Overall Satisfaction(Q1) Satisfied Dissatisfie-d Account Setup Year 2019 2017-18 2015-16 2010-14 2000-09 Before2000 Prefer not toanswer 59 -59 4 4 5 11 17 17 46.0%--46.0%--132.3%--18.4%17.3%-- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 14Page 14 Q2 Reason for dissatisfaction with Water District's performance Base Contacted District inPast 6 Months (Q7,8) Yes No Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Prefer not toanswer 19 38 2 3 3 6 2 8 17 --49.4%----------331.7%-- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 15Page 15 Q2 Reason for dissatisfaction with Water District's performance Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely/Ne-ver Don't recallreceiving it Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Prefer not toanswer 8 8 2 39 3 4 10 20 13 --112.2%158.7%13.2%141.8%------217.3% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 16Page 16 Q2 Reason for dissatisfaction with Water District's performance Base Hsld Members (QD3) 1 2 3 4 5 or more Taken Act ions t o Redu-ce Water Usage (Q19) Yes No Home OwnershipStatus (QD4) Own Rent/Livew/others Prefer not toanswer 6 21 6 7 9 52 7 53 5 --210.4%------11.8%335.0%46.7%-- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 17Page 17 Q2 Reason for dissatisfaction with Water District's performance Base Gender (QD1) Male Female Home Type (QD6) Singlefamily Condo/Ot-her Service Address City Chula Vista El Cajon Jamul SpringValley Other C Prefer not toanswer 27 27 52 3 40 6 2 7 3 27.9%--24.2%152.1%13.3%----112.7%137.5% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 18Page 18 Q2 Reason for dissatisfaction with Water District's performance Base Ethnicity (QD7) Caucasian/-White Latino/His-panic Af-America-n/Black AsianAmerican Mixed/Oth-er Prefer not toanswer 17 17 0 3 9 420.4%-------- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 19Page 19 Q3a Provide high quality water Base Overall Overall Satisfaction(Q1) Satisfied Dissatisfie-d Account Setup Year 2019 2017-18 2015-16 2010-14 2000-09 Before2000 Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 800 714 59 50 71 59 142 207 271 40650.8%39655.5%712.1%2650.9%3143.0%2542.0%5639.8%11253.9%15758.1% 23829.7%21229.7%1728.4%1427.6%1723.8%1831.3%5538.5%5928.3%7527.7% 536.7%405.6%1322.8%36.1%68.1%35.6%1510.8%115.2%155.6% 313.8%121.6%1728.7%59.7%34.5%47.2%32.5%83.8%72.6% 668.2%527.3%58.0%35.6%1318.7%711.7%117.9%178.2%155.5% 60.8%20.3%----11.9%12.3%10.6%10.6%10.5% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 20Page 20 Q3a Provide high quality water Base Contacted District inPast 6 Months (Q7,8) Yes No Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 158 620 37 39 53 79 76 143 139 7749.0%31951.5%1950.0%2358.5%3260.7%4253.4%3546.4%7653.2%7352.8% 4126.0%19130.8%1439.0%819.8%1427.1%2025.3%2634.3%4330.0%3827.6% 1711.0%345.5%26.1%513.0%24.3%67.1%56.8%117.5%106.9% 95.5%203.3%13.8%24.2%11.2%11.2%10.8%85.3%85.5% 138.5%498.0%01.1%24.6%46.8%911.4%911.6%43.1%96.3% --61.0%------11.7%--10.9%11.0% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 21Page 21 Q3a Provide high quality water Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely/Ne-ver Don't recallreceiving it Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 176 163 51 406 46 82 120 153 267 11364.0%8753.1%2345.3%18244.8%1635.1%3644.4%5848.3%8253.4%16160.5% 3922.3%5231.9%1630.9%12931.7%1633.5%2429.1%3831.4%4730.6%6825.3% 105.4%127.0%48.6%286.9%36.6%1012.3%119.3%106.5%114.3% 63.5%21.5%24.1%204.9%36.7%55.8%64.8%53.5%52.0% 74.0%85.2%611.0%4511.0%715.3%78.3%76.2%96.0%186.9% 10.8%21.3%--30.7%12.9%------31.0% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 22Page 22 Q3a Provide high quality water Base Hsld Members (QD3) 1 2 3 4 5 or more Taken Act ions t o Redu-ce Water Usage (Q19) Yes No Home OwnershipStatus (QD4) Own Rent/Livew/others Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 68 234 148 118 128 618 145 687 97 4160.0%12653.7%7953.3%6454.6%6148.0%30749.6%7752.8%35451.4%4546.6% 1319.0%7531.9%4430.0%3328.4%4031.6%17528.4%5034.7%20930.5%2323.9% 57.0%93.8%117.2%76.3%129.5%487.8%53.3%476.8%76.9% 56.9%41.9%31.8%65.3%64.9%254.1%53.6%253.7%44.4% 35.1%208.8%106.8%65.4%86.0%579.3%75.1%507.2%1414.5% 12.0%--10.9%----50.9%10.5%30.4%33.6% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 23Page 23 Q3a Provide high quality water Base Gender (QD1) Male Female Home Type (QD6) Singlefamily Condo/Ot-her Service Address City Chula Vista El Cajon Jamul SpringValley Other C Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 419 360 714 44 510 88 26 140 36 22353.3%17849.4%36851.5%1842.1%24648.2%4348.3%1452.1%7856.0%2671.4% 12730.2%10128.1%22130.9%1125.5%16231.7%2426.9%727.5%3827.0%720.6% 235.5%308.3%466.4%410.0%367.1%66.6%27.2%96.6%-- 102.4%195.3%233.2%48.0%173.4%44.0%--96.3%13.4% 348.2%287.7%547.6%511.4%438.5%1213.3%313.2%64.2%24.6% 10.3%41.1%30.4%13.0%51.1%10.9%------ Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 24Page 24 Q3a Provide high quality water Base Ethnicity (QD7) Caucasian/-White Latino/His-panic Af-America-n/Black AsianAmerican Mixed/Oth-er Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 343 180 35 91 55 20459.4%8949.2%1747.6%3538.0%2444.3% 9427.4%5329.6%1131.7%3437.1%1527.6% 154.4%137.1%39.2%77.4%917.1% 82.3%116.0%01.2%55.9%12.5% 236.6%137.4%26.5%1111.6%58.5% --10.7%13.8%---- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 25Page 25 Q3b Ensure an adequate water supply now and in the future Base Overall Overall Satisfaction(Q1) Satisfied Dissatisfie-d Account Setup Year 2019 2017-18 2015-16 2010-14 2000-09 Before2000 Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 800 714 59 50 71 59 142 207 271 37246.5%36350.8%46.8%2753.2%3448.4%2542.3%6344.6%9143.9%13248.7% 22928.6%19527.3%2745.4%1224.7%1419.6%1830.8%4732.9%6028.9%7828.8% 303.7%223.1%610.5%35.1%56.4%34.5%10.7%167.6%31.2% 162.0%81.1%814.0%12.7%11.9%23.7%10.9%41.9%62.3% 14418.0%12016.8%1423.2%714.3%1621.9%1016.4%2819.7%3517.1%4817.8% 91.1%50.7%----11.9%12.3%21.2%10.6%31.3% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 26Page 26 Q3b Ensure an adequate water supply now and in the future Base Contacted District inPast 6 Months (Q7,8) Yes No Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 158 620 37 39 53 79 76 143 139 7648.0%28746.3%1951.3%1640.5%3260.2%4354.8%3141.4%6545.3%7251.4% 4528.4%17628.3%1027.9%924.3%1121.3%1822.6%3039.9%4632.4%3323.6% 63.8%233.7%26.1%11.6%22.9%33.4%10.8%53.5%85.6% 53.2%101.6%11.7%12.7%--11.7%--42.8%53.4% 2616.6%11618.6%512.9%1127.5%815.5%1215.8%1216.1%2316.0%2115.0% --91.5%--13.4%--11.7%11.8%--11.0% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 27Page 27 Q3b Ensure an adequate water supply now and in the future Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely/Ne-ver Don't recallreceiving it Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 176 163 51 406 46 82 120 153 267 10157.2%7948.3%2039.9%17142.0%2146.2%3947.5%5747.3%6945.2%14052.5% 4424.8%5131.0%1834.7%11528.4%1020.6%1922.7%4033.4%4529.6%7026.3% 52.7%74.5%00.8%174.2%11.3%78.8%32.7%63.8%52.1% 31.4%21.2%12.6%112.6%12.9%22.8%21.5%74.4%31.2% 2413.8%2112.9%1020.0%8821.7%1226.1%1518.2%1714.0%2516.3%4516.7% --32.1%11.8%51.2%12.9%--11.1%10.6%31.3% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 28Page 28 Q3b Ensure an adequate water supply now and in the future Base Hsld Members (QD3) 1 2 3 4 5 or more Taken Act ions t o Redu-ce Water Usage (Q19) Yes No Home OwnershipStatus (QD4) Own Rent/Livew/others Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 68 234 148 118 128 618 145 687 97 3348.5%10444.6%7550.6%6151.8%6550.8%27243.9%7954.0%31946.5%4647.5% 1624.0%7331.2%4228.7%3731.3%3225.0%18229.4%3725.6%19828.8%2626.7% 10.9%125.0%32.2%--96.8%254.1%42.8%263.8%43.7% 10.9%52.1%31.9%--64.5%152.4%10.9%142.1%22.0% 1725.7%3916.8%2215.2%1915.9%1612.9%11719.0%2215.3%12418.0%1616.5% --10.3%21.5%11.1%--71.1%21.5%60.8%33.6% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 29Page 29 Q3b Ensure an adequate water supply now and in the future Base Gender (QD1) Male Female Home Type (QD6) Singlefamily Condo/Ot-her Service Address City Chula Vista El Cajon Jamul SpringValley Other C Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 419 360 714 44 510 88 26 140 36 20849.6%15743.6%33246.5%1944.2%22544.2%3539.4%1246.1%7554.0%2568.0% 11828.1%10629.3%20929.3%1329.8%14628.6%3033.6%1036.6%3827.0%617.1% 204.7%92.5%263.6%13.0%234.5%22.7%--43.0%-- 61.5%92.5%121.6%48.9%132.6%10.9%--21.6%-- 6615.9%7320.2%12918.0%614.1%9618.8%1921.7%517.4%1913.7%514.8% 10.3%72.0%71.0%--71.3%21.8%--10.7%-- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 30Page 30 Q3b Ensure an adequate water supply now and in the future Base Ethnicity (QD7) Caucasian/-White Latino/His-panic Af-America-n/Black AsianAmerican Mixed/Oth-er Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 343 180 35 91 55 17751.5%8748.0%1440.9%3942.8%2443.5% 10229.6%4826.4%925.0%2931.9%1425.1% 51.4%116.3%25.6%32.9%11.1% 51.4%63.3%--32.9%11.1% 5415.8%2815.3%822.0%1617.9%1629.2% 10.2%10.7%26.5%11.5%-- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 31Page 31 Q3c Educate customers about ways to conserve water Base Overall Overall Satisfaction(Q1) Satisfied Dissatisfie-d Account Setup Year 2019 2017-18 2015-16 2010-14 2000-09 Before2000 Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 800 714 59 50 71 59 142 207 271 33842.2%32946.1%610.4%2345.2%2434.4%1933.1%5639.6%8440.5%13148.3% 26633.2%23432.8%2034.3%1121.1%2636.9%2135.9%4934.7%7837.8%8129.7% 617.6%476.6%1017.2%611.0%79.4%814.3%96.3%167.5%165.7% 293.6%162.2%1322.0%35.3%45.8%23.7%64.4%42.2%103.5% 10012.5%8411.7%916.1%917.3%1013.6%610.7%2114.5%2311.3%3111.5% 70.9%40.6%------12.3%10.4%10.6%41.3% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 32Page 32 Q3c Educate customers about ways to conserve water Base Contacted District inPast 6 Months (Q7,8) Yes No Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 158 620 37 39 53 79 76 143 139 6239.1%26642.8%1437.9%2051.7%2749.9%4152.1%3140.6%5437.4%5842.0% 5736.1%20432.9%1334.0%410.0%1528.9%2025.1%2736.0%5135.8%4733.5% 106.0%497.9%512.2%25.5%35.4%67.1%56.4%1410.0%85.5% 127.3%132.2%12.1%37.7%11.2%33.7%10.8%42.8%96.6% 1811.5%8113.1%412.1%1025.1%814.6%810.3%1216.2%1913.1%1611.4% --71.1%11.7%----11.7%--10.9%11.0% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 33Page 33 Q3c Educate customers about ways to conserve water Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely/Ne-ver Don't recallreceiving it Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 176 163 51 406 46 82 120 153 267 10257.9%8451.1%2140.5%13032.0%1429.8%3138.2%4840.3%7146.2%12346.0% 5128.8%6036.8%1732.3%13834.0%1838.2%1923.6%4839.9%4630.3%8833.1% 84.3%63.5%23.1%4410.9%510.3%910.4%129.9%117.5%145.3% 21.0%10.4%24.6%246.0%36.7%910.7%43.7%53.0%41.4% 137.2%137.8%1019.6%6415.8%715.0%1417.1%86.3%2013.0%3613.5% 10.8%10.4%--51.2%--------20.7% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 34Page 34 Q3c Educate customers about ways to conserve water Base Hsld Members (QD3) 1 2 3 4 5 or more Taken Act ions t o Redu-ce Water Usage (Q19) Yes No Home OwnershipStatus (QD4) Own Rent/Livew/others Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 68 234 148 118 128 618 145 687 97 3349.0%10544.7%6544.1%5042.1%5139.8%25140.6%6544.9%28841.9%4041.5% 1623.2%7531.9%5134.5%3530.0%4837.8%21835.3%3826.3%23434.0%2828.7% 811.5%156.5%96.3%97.8%107.5%487.7%128.0%517.4%77.4% 00.6%41.9%42.4%43.5%129.4%233.7%64.2%263.7%43.8% 1115.7%3213.9%1811.9%2016.7%65.0%7311.8%2315.7%8412.2%1616.6% --31.1%10.9%--10.5%50.9%21.1%50.7%22.0% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 35Page 35 Q3c Educate customers about ways to conserve water Base Gender (QD1) Male Female Home Type (QD6) Singlefamily Condo/Ot-her Service Address City Chula Vista El Cajon Jamul SpringValley Other C Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 419 360 714 44 510 88 26 140 36 17341.3%15944.2%30142.2%1840.8%20941.0%3539.4%1140.1%6647.3%1747.3% 13933.2%11832.7%24634.4%1330.6%17434.2%3438.5%933.5%4129.4%821.5% 399.2%195.2%517.2%512.2%397.7%56.2%312.0%96.6%410.3% 153.5%133.6%223.1%35.9%183.5%22.7%01.2%53.6%410.6% 5112.2%4713.0%8812.4%510.6%6412.5%1213.2%313.2%1712.3%410.3% 20.5%51.3%60.8%--61.2%----10.7%-- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 36Page 36 Q3c Educate customers about ways to conserve water Base Ethnicity (QD7) Caucasian/-White Latino/His-panic Af-America-n/Black AsianAmerican Mixed/Oth-er Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 343 180 35 91 55 15444.8%8446.6%1336.4%3133.7%2748.5% 12135.3%4625.4%1029.0%3639.3%1528.1% 195.6%1810.0%514.8%44.0%611.2% 72.0%126.4%01.2%33.3%35.3% 4212.3%2111.6%514.8%1617.7%47.0% ----13.8%22.2%-- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 37Page 37 Q3d Keep water system in good condition through timely repairs and maintenance Base Overall Overall Satisfaction(Q1) Satisfied Dissatisfie-d Account Setup Year 2019 2017-18 2015-16 2010-14 2000-09 Before2000 Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 800 714 59 50 71 59 142 207 271 39449.3%38453.8%58.9%2856.1%3650.1%3152.4%5740.1%9345.1%14955.0% 23829.8%20328.4%2440.4%816.4%1622.0%1322.5%5639.6%7636.9%6925.3% 222.8%162.2%711.4%12.1%23.2%34.6%32.3%83.9%51.8% 162.0%71.0%914.8%23.4%11.9%22.7%--52.6%62.1% 12015.0%9913.8%1321.3%1122.0%1521.6%915.5%2517.4%2311.2%3613.4% 101.3%60.8%23.2%--11.3%12.3%10.6%10.4%62.3% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 38Page 38 Q3d Keep water system in good condition through timely repairs and maintenance Base Contacted District inPast 6 Months (Q7,8) Yes No Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 158 620 37 39 53 79 76 143 139 7950.2%30549.1%1848.0%1847.4%3667.1%4658.9%3951.0%7048.7%6849.0% 4025.2%19431.3%1231.0%819.8%917.7%1923.7%2532.6%4632.0%4431.5% 63.7%142.2%25.1%13.5%12.5%11.2%--74.8%42.6% 63.8%81.4%13.8%12.7%12.5%----42.8%21.5% 2616.7%9014.5%412.1%923.2%510.1%1013.3%1216.0%1711.6%1813.1% 10.6%91.4%--13.4%--22.9%00.4%00.2%32.2% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 39Page 39 Q3d Keep water system in good condition through timely repairs and maintenance Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely/Ne-ver Don't recallreceiving it Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 176 163 51 406 46 82 120 153 267 10760.7%8350.7%2344.2%18044.4%2247.1%4352.3%6050.2%7548.8%14453.9% 4123.2%5533.7%1529.6%12731.3%1225.0%2125.6%4133.9%4831.2%6925.9% 21.2%42.7%12.3%133.2%00.9%44.7%22.1%42.4%72.5% 32.0%10.6%12.6%102.4%25.0%11.6%32.1%32.0%41.5% 2212.2%1811.2%1019.7%7017.1%1022.0%1315.8%1311.1%2314.9%3814.3% 10.8%21.2%11.5%61.5%----10.7%10.6%51.8% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 40Page 40 Q3d Keep water system in good condition through timely repairs and maintenance Base Hsld Members (QD3) 1 2 3 4 5 or more Taken Act ions t o Redu-ce Water Usage (Q19) Yes No Home OwnershipStatus (QD4) Own Rent/Livew/others Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 68 234 148 118 128 618 145 687 97 3957.6%11850.5%7450.4%6252.3%6450.1%30349.0%7350.1%33648.9%5152.6% 1217.9%7029.7%4630.9%3327.8%4333.6%19130.8%3825.9%21130.6%2324.2% 57.1%52.3%42.4%21.3%21.5%193.0%32.1%182.7%32.8% 10.9%31.5%31.8%10.7%54.0%111.8%53.3%142.0%22.0% 1116.5%3615.3%1912.9%2017.2%1410.6%8714.0%2517.3%10214.8%1616.3% --20.7%21.5%10.7%00.2%81.3%21.3%71.0%22.2% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 41Page 41 Q3d Keep water system in good condition through timely repairs and maintenance Base Gender (QD1) Male Female Home Type (QD6) Singlefamily Condo/Ot-her Service Address City Chula Vista El Cajon Jamul SpringValley Other C Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 419 360 714 44 510 88 26 140 36 21551.4%17348.1%35649.8%2045.8%23245.6%4045.2%1246.1%8560.9%2568.0% 13030.9%10228.2%21329.9%1330.7%17133.5%2730.5%932.4%2517.6%720.6% 122.9%82.3%172.4%25.4%112.2%21.8%--85.9%13.4% 61.5%82.2%121.7%36.7%112.2%22.6%13.0%11.0%-- 5112.1%6518.0%11015.4%511.4%7915.5%1618.1%313.2%1813.2%38.0% 41.0%41.1%70.9%--51.1%21.8%15.4%21.3%-- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 42Page 42 Q3d Keep water system in good condition through timely repairs and maintenance Base Ethnicity (QD7) Caucasian/-White Latino/His-panic Af-America-n/Black AsianAmerican Mixed/Oth-er Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 343 180 35 91 55 19356.4%8546.9%2161.2%3437.6%2850.5% 9126.5%5329.1%718.8%3942.8%1933.8% 82.2%95.2%01.2%---- 51.5%42.4%--32.9%11.8% 4412.8%2915.9%515.0%1213.7%813.8% 20.6%10.5%13.8%32.9%-- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 43Page 43 Q3e Provide reliable water service Base Overall Overall Satisfaction(Q1) Satisfied Dissatisfie-d Account Setup Year 2019 2017-18 2015-16 2010-14 2000-09 Before2000 Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 800 714 59 50 71 59 142 207 271 51864.7%49970.0%1119.0%3875.7%4765.5%3661.0%8761.3%12359.6%18769.0% 21827.2%17925.1%2543.0%816.3%1621.9%1626.9%4733.0%6531.5%6624.5% 212.7%111.6%1016.9%24.5%11.9%23.9%10.9%83.6%72.4% 162.0%50.7%1118.7%12.7%23.2%12.1%21.4%52.2%51.8% 212.7%162.2%12.5%00.8%57.5%23.9%53.4%52.4%31.3% 50.7%30.4%------12.3%--10.6%31.0% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 44Page 44 Q3e Provide reliable water service Base Contacted District inPast 6 Months (Q7,8) Yes No Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 158 620 37 39 53 79 76 143 139 10466.0%40064.5%2360.8%2564.1%3871.1%5873.7%5370.0%9163.6%9568.4% 3924.6%17528.2%1026.4%922.7%1120.1%1721.4%1925.3%4330.2%3424.6% 53.0%162.7%39.1%01.1%12.5%22.0%10.8%42.7%11.0% 63.5%81.3%11.7%24.7%11.2%----53.5%11.0% 42.8%152.5%12.1%24.0%35.1%11.2%33.8%--64.2% --50.9%--13.4%--11.7%----11.0% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 45Page 45 Q3e Provide reliable water service Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely/Ne-ver Don't recallreceiving it Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 176 163 51 406 46 82 120 153 267 13375.5%11268.2%3465.6%23958.7%2655.6%5870.9%7662.9%10870.3%17967.2% 4022.5%4225.7%1528.6%12229.9%1430.2%1619.3%3730.8%3523.1%7026.1% --42.4%00.8%174.2%24.0%45.2%32.3%32.3%41.5% 21.0%10.4%12.6%112.8%12.9%22.8%21.5%53.4%31.3% 21.1%53.3%12.3%133.2%37.3%21.9%32.5%10.9%72.5% ------51.3%--------41.5% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 46Page 46 Q3e Provide reliable water service Base Hsld Members (QD3) 1 2 3 4 5 or more Taken Act ions t o Redu-ce Water Usage (Q19) Yes No Home OwnershipStatus (QD4) Own Rent/Livew/others Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 68 234 148 118 128 618 145 687 97 4972.3%15767.1%10067.7%8068.2%8364.7%38562.3%10672.5%44364.5%6364.8% 1319.7%6728.8%3624.5%3126.7%3527.1%17928.9%3121.1%19127.8%2424.7% 22.6%41.5%42.4%21.8%32.5%162.5%53.6%192.7%32.8% 10.9%41.6%31.7%--43.5%142.2%31.8%131.9%22.0% 34.5%31.1%31.8%43.3%32.3%203.2%10.9%182.7%33.0% ----31.8%----50.9%--30.4%32.8% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 47Page 47 Q3e Provide reliable water service Base Gender (QD1) Male Female Home Type (QD6) Singlefamily Condo/Ot-her Service Address City Chula Vista El Cajon Jamul SpringValley Other C Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 419 360 714 44 510 88 26 140 36 26863.9%24066.7%46965.7%2658.8%30559.9%5663.3%2076.6%10877.6%2878.3% 12530.0%8523.5%19627.4%1023.4%16031.4%2832.2%520.4%2014.6%410.3% 122.9%92.5%192.6%11.4%152.8%10.9%13.0%31.9%26.9% 51.2%92.4%111.6%35.9%132.6%10.9%--21.6%-- 61.4%154.1%152.1%510.6%112.2%22.7%--64.3%24.6% 30.6%30.7%40.6%--51.1%-------- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 48Page 48 Q3e Provide reliable water service Base Ethnicity (QD7) Caucasian/-White Latino/His-panic Af-America-n/Black AsianAmerican Mixed/Oth-er Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 343 180 35 91 55 25875.2%10055.4%2364.3%5055.5%3360.0% 7521.8%5228.6%823.0%3437.8%1832.4% 51.6%116.0%25.0%--12.4% 10.4%73.7%--32.9%23.7% 41.1%105.6%13.8%22.3%11.5% --10.7%13.8%11.5%-- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 49Page 49 Q3f Communicate with customers about scheduled repairs, service disruptions, other water-related iss Base Overall Overall Satisfaction(Q1) Satisfied Dissatisfie-d Account Setup Year 2019 2017-18 2015-16 2010-14 2000-09 Before2000 Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 800 714 59 50 71 59 142 207 271 34843.6%34348.1%34.8%2142.0%3244.8%2542.5%6042.2%7737.2%13449.3% 23529.4%20929.3%2135.0%1326.2%1926.9%1830.7%4229.9%7536.1%6825.1% 324.0%253.5%712.3%23.1%11.9%34.9%42.6%104.9%124.6% 253.1%101.5%1525.0%24.7%45.2%34.4%64.4%73.3%31.3% 14818.4%11716.4%1322.9%1223.9%1419.4%1017.5%2719.0%3717.9%4717.5% 121.4%91.2%----11.9%--32.0%10.6%62.2% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 50Page 50 Q3f Communicate with customers about scheduled repairs, service disruptions, other water-related iss Base Contacted District inPast 6 Months (Q7,8) Yes No Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 158 620 37 39 53 79 76 143 139 6842.8%26642.9%1643.4%1538.5%3159.0%4455.5%3546.3%5337.1%5942.6% 4830.5%18629.9%1335.4%1333.4%1120.2%1924.2%2127.5%4430.9%4633.2% 95.8%233.7%--25.5%35.4%34.1%34.5%85.4%21.7% 106.3%121.9%11.7%25.3%--22.9%10.8%64.4%32.4% 2314.6%12319.8%614.9%513.9%713.0%1013.3%1620.9%3021.0%2517.7% --121.9%24.6%13.4%12.3%----21.1%32.5% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 51Page 51 Q3f Communicate with customers about scheduled repairs, service disruptions, other water-related iss Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely/Ne-ver Don't recallreceiving it Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 176 163 51 406 46 82 120 153 267 9151.6%7847.7%1835.4%16039.4%1940.0%3846.4%5445.1%6039.4%13048.6% 5028.1%4829.3%1834.2%12129.7%1533.3%1923.5%4134.2%5032.7%7226.9% 42.2%63.5%11.8%215.2%23.8%56.2%43.6%53.6%103.9% 31.4%21.1%23.4%184.3%23.8%56.7%22.0%63.9%31.2% 2715.5%2716.3%1325.2%8119.8%816.3%1417.2%1713.8%3019.6%4918.4% 21.2%32.1%--61.5%12.9%--21.3%10.9%31.0% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 52Page 52 Q3f Communicate with customers about scheduled repairs, service disruptions, other water-related iss Base Hsld Members (QD3) 1 2 3 4 5 or more Taken Act ions t o Redu-ce Water Usage (Q19) Yes No Home OwnershipStatus (QD4) Own Rent/Livew/others Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 68 234 148 118 128 618 145 687 97 3247.7%9841.9%7047.1%5345.2%5442.6%26342.5%6544.9%29242.4%4849.1% 1521.8%6728.5%4429.8%3831.9%4736.6%18329.7%4329.2%21130.7%2323.9% 69.3%93.8%64.0%32.1%64.4%284.5%42.7%304.3%22.4% 22.9%21.0%32.2%11.0%86.5%233.8%10.9%202.9%43.9% 1218.3%5523.4%2114.5%2319.1%139.9%11117.9%3121.0%12618.3%1818.4% --41.5%32.3%10.7%--101.6%21.3%91.4%22.2% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 53Page 53 Q3f Communicate with customers about scheduled repairs, service disruptions, other water-related iss Base Gender (QD1) Male Female Home Type (QD6) Singlefamily Condo/Ot-her Service Address City Chula Vista El Cajon Jamul SpringValley Other C Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 419 360 714 44 510 88 26 140 36 18644.5%15743.7%30843.2%2147.4%21041.2%3337.6%1038.3%7553.4%2056.5% 12429.6%10228.4%21730.4%1228.2%15430.2%3236.7%934.2%3121.9%1026.4% 194.6%123.2%273.8%37.9%173.4%44.4%13.0%96.3%13.4% 92.1%133.7%182.5%48.7%193.7%21.8%--43.2%-- 7417.7%7219.9%13418.7%37.8%10320.1%1617.7%520.4%2014.5%410.3% 71.6%41.2%101.4%--71.3%21.8%14.2%10.7%13.4% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 54Page 54 Q3f Communicate with customers about scheduled repairs, service disruptions, other water-related iss Base Ethnicity (QD7) Caucasian/-White Latino/His-panic Af-America-n/Black AsianAmerican Mixed/Oth-er Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 343 180 35 91 55 17049.7%7742.8%1954.0%3336.5%2137.5% 9427.3%5128.2%927.1%2730.2%2138.6% 113.2%137.2%--44.0%11.4% 10.4%105.5%01.2%44.4%47.0% 6518.9%2815.6%513.9%1920.4%813.9% 20.5%10.7%13.8%44.4%11.7% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 55Page 55 Q3g Provide water that is safe to drink Base Overall Overall Satisfaction(Q1) Satisfied Dissatisfie-d Account Setup Year 2019 2017-18 2015-16 2010-14 2000-09 Before2000 Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 800 714 59 50 71 59 142 207 271 41652.0%40256.3%915.1%2142.2%3650.2%2441.5%6545.8%10550.9%16460.5% 23229.0%20228.3%2135.2%1632.2%1317.9%1626.4%4733.3%6531.2%7628.0% 374.6%294.0%814.3%47.9%67.8%35.3%96.6%94.3%62.3% 354.4%212.9%1322.7%36.6%34.3%59.3%63.9%104.9%82.9% 749.2%578.0%712.6%611.2%1419.8%915.3%149.9%167.6%155.7% 60.7%30.5%------12.3%10.4%21.1%20.6% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 56Page 56 Q3g Provide water that is safe to drink Base Contacted District inPast 6 Months (Q7,8) Yes No Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 158 620 37 39 53 79 76 143 139 7547.5%33053.3%1745.5%1743.3%2852.3%4760.2%3850.6%7048.7%8560.7% 4729.7%18029.0%1436.8%1129.0%1833.6%1924.8%2228.8%5034.7%3323.4% 106.2%254.1%37.5%24.5%24.3%34.1%34.0%85.8%64.1% 106.6%223.5%37.4%37.1%----10.8%85.6%74.7% 1610.0%579.2%01.1%513.6%59.8%79.3%1215.7%75.2%96.1% --61.0%11.7%12.4%--11.7%----11.0% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 57Page 57 Q3g Provide water that is safe to drink Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely/Ne-ver Don't recallreceiving it Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 176 163 51 406 46 82 120 153 267 11163.1%9357.1%2141.8%18846.4%1940.4%3441.2%6453.1%8152.6%16059.9% 4424.7%5332.1%1936.5%11628.5%1634.2%1721.1%3529.2%5133.6%7327.2% 52.9%31.9%35.0%266.5%35.6%911.2%87.0%42.9%72.5% 73.7%42.3%48.0%215.2%37.1%67.1%43.4%74.3%83.1% 84.8%106.0%48.7%5112.6%612.7%1619.4%97.4%96.1%176.4% 10.8%10.6%--40.9%------10.6%20.9% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 58Page 58 Q3g Provide water that is safe to drink Base Hsld Members (QD3) 1 2 3 4 5 or more Taken Act ions t o Redu-ce Water Usage (Q19) Yes No Home OwnershipStatus (QD4) Own Rent/Livew/others Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 68 234 148 118 128 618 145 687 97 4160.5%13557.5%7852.8%6756.8%5441.9%31150.2%8256.2%36352.8%4748.8% 1319.8%7632.4%4027.1%3126.5%4131.9%17928.9%4530.8%20129.2%2525.5% 33.7%52.0%106.9%32.6%118.4%294.8%64.0%334.8%44.4% 58.0%52.1%42.8%86.9%86.5%335.4%21.6%304.4%43.8% 58.0%145.9%149.3%97.3%1310.0%619.9%107.0%578.3%1515.5% ----21.2%--21.2%50.9%10.4%40.6%22.0% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 59Page 59 Q3g Provide water that is safe to drink Base Gender (QD1) Male Female Home Type (QD6) Singlefamily Condo/Ot-her Service Address City Chula Vista El Cajon Jamul SpringValley Other C Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 419 360 714 44 510 88 26 140 36 24358.0%16545.7%37552.5%2046.0%24548.2%4652.8%1762.9%8258.6%2570.0% 12730.4%9927.3%21630.3%920.1%16331.9%2630.0%518.5%3122.3%718.6% 163.8%215.8%334.6%12.7%244.7%33.6%13.0%85.6%13.4% 102.3%236.3%263.7%715.0%265.0%21.8%--74.9%13.4% 235.4%4713.1%618.5%716.2%479.2%1011.9%415.5%117.6%24.6% --61.7%40.5%--50.9%----11.0%-- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 60Page 60 Q3g Provide water that is safe to drink Base Ethnicity (QD7) Caucasian/-White Latino/His-panic Af-America-n/Black AsianAmerican Mixed/Oth-er Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 343 180 35 91 55 20960.8%8145.2%1748.0%3942.8%2850.9% 9728.3%5027.8%1336.7%3336.6%1221.6% 92.5%147.6%25.0%44.4%36.3% 102.8%116.3%--55.9%35.4% 195.5%2111.6%26.5%99.6%915.9% --31.5%13.8%10.7%-- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 61Page 61 Q3h Provide water that is free of color and odor Base Overall Overall Satisfaction(Q1) Satisfied Dissatisfie-d Account Setup Year 2019 2017-18 2015-16 2010-14 2000-09 Before2000 Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 800 714 59 50 71 59 142 207 271 47259.0%45563.8%916.1%3162.3%4056.7%3560.0%7452.6%12560.2%16661.2% 24230.3%19927.9%3050.4%917.0%1825.9%1424.2%4833.8%6832.8%8531.4% 425.2%365.0%610.8%612.1%710.5%35.6%96.5%73.5%93.2% 283.5%141.9%1220.2%36.6%11.9%57.9%74.9%63.1%51.9% 141.7%101.4%12.5%12.0%45.1%--32.3%10.5%51.9% 30.3%--------12.3%----10.5% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 62Page 62 Q3h Provide water that is free of color and odor Base Contacted District inPast 6 Months (Q7,8) Yes No Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 158 620 37 39 53 79 76 143 139 8956.2%36859.4%2053.8%2360.3%3157.5%5164.3%4762.6%8559.4%8661.9% 4729.6%19130.8%1642.4%514.1%2037.4%2227.5%2329.8%4028.2%3726.3% 85.1%325.2%--616.4%--33.7%56.1%139.0%53.7% 95.6%172.8%13.8%24.2%12.6%--11.6%42.8%74.8% 63.5%81.3%--25.0%12.5%22.8%--10.5%32.2% --30.4%------11.7%----11.0% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 63Page 63 Q3h Provide water that is free of color and odor Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely/Ne-ver Don't recallreceiving it Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 176 163 51 406 46 82 120 153 267 12369.6%10162.0%2141.9%22555.4%2349.5%4756.8%7260.3%8957.7%17565.5% 4223.7%5231.7%2243.3%12530.8%1124.5%1923.4%3730.9%5334.3%7026.3% 52.7%52.8%36.0%297.2%612.5%1113.7%43.5%63.7%113.9% 52.9%42.5%47.6%153.6%36.3%45.1%54.5%63.8%41.6% 21.2%21.0%11.2%92.3%37.3%11.1%10.8%10.4%62.1% ------30.7%--------10.5% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 64Page 64 Q3h Provide water that is free of color and odor Base Hsld Members (QD3) 1 2 3 4 5 or more Taken Act ions t o Redu-ce Water Usage (Q19) Yes No Home OwnershipStatus (QD4) Own Rent/Livew/others Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 68 234 148 118 128 618 145 687 97 4363.8%13959.3%10067.7%7361.9%6954.4%35557.4%9162.2%40458.8%5859.5% 1825.8%8034.0%3523.6%3227.3%3829.7%19030.8%4329.4%21230.8%2626.7% 34.3%72.8%75.0%76.1%118.8%365.8%53.7%355.1%55.6% 34.4%52.0%32.0%43.8%85.9%243.9%32.4%233.3%55.2% 11.8%41.9%10.7%11.0%21.2%111.7%32.2%121.8%21.6% ----10.9%----30.4%--10.2%11.4% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 65Page 65 Q3h Provide water that is free of color and odor Base Gender (QD1) Male Female Home Type (QD6) Singlefamily Condo/Ot-her Service Address City Chula Vista El Cajon Jamul SpringValley Other C Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 419 360 714 44 510 88 26 140 36 25761.4%20857.6%42259.2%2863.1%28555.9%5461.1%1557.4%9266.0%2671.4% 12329.3%11030.4%22331.2%920.2%16933.2%2326.5%1141.4%3223.2%617.1% 256.0%164.5%355.0%35.9%306.0%55.3%--64.0%13.4% 61.4%195.3%202.8%49.4%153.0%55.8%--75.2%-- 81.9%51.3%121.7%11.4%71.4%11.3%01.2%21.6%38.0% --30.7%10.2%--30.5%-------- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 66Page 66 Q3h Provide water that is free of color and odor Base Ethnicity (QD7) Caucasian/-White Latino/His-panic Af-America-n/Black AsianAmerican Mixed/Oth-er Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 343 180 35 91 55 22465.3%9552.7%1954.0%5257.6%3054.7% 9928.9%5731.8%1131.8%2932.0%1628.3% 92.6%147.5%26.6%55.9%610.4% 61.9%116.2%--33.4%23.7% 51.4%31.8%13.8%11.1%22.9% ----13.8%---- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 67Page 67 Q3i Provide sufficient water pressure Base Overall Overall Satisfaction(Q1) Satisfied Dissatisfie-d Account Setup Year 2019 2017-18 2015-16 2010-14 2000-09 Before2000 Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 800 714 59 50 71 59 142 207 271 44355.4%42559.5%1016.7%2957.3%4359.7%3051.1%7955.7%10349.7%16058.9% 21226.5%17825.0%2440.6%1121.5%1622.4%1830.6%2820.0%6531.3%7427.3% 739.1%618.6%915.1%59.9%68.4%47.2%1813.0%209.6%197.1% 384.8%263.7%1117.9%59.3%34.3%46.5%96.3%115.2%72.6% 303.8%233.2%58.0%12.0%33.9%12.3%64.5%94.2%103.7% 40.5%10.1%11.6%--11.3%12.3%10.4%--10.5% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 68Page 68 Q3i Provide sufficient water pressure Base Contacted District inPast 6 Months (Q7,8) Yes No Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 158 620 37 39 53 79 76 143 139 8855.5%34455.4%2157.2%2358.1%3972.8%4556.8%4558.9%7250.0%7553.7% 3019.1%17528.2%1233.4%923.1%1019.6%1924.3%2329.8%4229.5%3525.4% 2314.4%497.9%36.9%37.5%--1113.5%56.3%1510.3%149.9% 95.8%284.5%--38.8%24.3%11.2%22.0%96.2%75.1% 74.6%233.6%12.5%12.6%23.3%22.5%23.0%64.0%53.9% 10.6%30.4%------11.7%----32.1% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 69Page 69 Q3i Provide sufficient water pressure Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely/Ne-ver Don't recallreceiving it Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 176 163 51 406 46 82 120 153 267 10861.4%9860.0%2446.7%21152.0%2758.9%4858.9%6150.9%8052.5%16562.0% 4223.6%4024.6%1631.8%11327.7%1123.8%1113.8%3831.3%4328.0%7026.1% 148.2%169.7%712.8%368.8%13.0%1214.4%97.5%1912.1%176.2% 63.5%21.3%24.1%286.8%47.9%810.1%75.6%63.9%62.3% 63.3%74.0%24.6%153.8%36.4%22.8%54.1%42.9%82.9% --10.4%--40.9%----10.5%10.6%10.5% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 70Page 70 Q3i Provide sufficient water pressure Base Hsld Members (QD3) 1 2 3 4 5 or more Taken Act ions t o Redu-ce Water Usage (Q19) Yes No Home OwnershipStatus (QD4) Own Rent/Livew/others Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 68 234 148 118 128 618 145 687 97 3855.5%12955.2%8859.6%7563.9%6752.5%32252.1%9666.2%37855.1%5253.6% 1521.8%7331.0%3121.1%2622.3%3628.2%17728.6%2718.3%18526.9%2424.5% 912.9%166.9%128.3%97.3%1411.2%589.3%139.1%639.2%109.8% 22.3%83.4%106.7%32.5%86.5%345.5%43.0%334.8%55.6% 57.5%73.1%53.4%54.1%11.1%243.9%53.3%253.7%55.2% --10.4%10.9%--10.5%40.7%--30.4%11.4% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 71Page 71 Q3i Provide sufficient water pressure Base Gender (QD1) Male Female Home Type (QD6) Singlefamily Condo/Ot-her Service Address City Chula Vista El Cajon Jamul SpringValley Other C Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 419 360 714 44 510 88 26 140 36 25260.1%18150.2%39755.5%2453.8%27053.0%4854.0%1556.3%9064.2%2056.3% 10625.3%10228.3%19627.4%715.7%14227.9%2832.3%623.4%2417.3%1131.2% 368.7%339.2%608.4%921.6%509.8%99.7%311.4%107.2%13.4% 153.7%205.6%344.8%24.5%265.1%22.2%13.0%86.0%13.4% 92.2%215.8%253.5%24.5%193.6%21.7%26.0%64.6%25.7% --30.9%30.4%--30.6%----10.7%-- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 72Page 72 Q3i Provide sufficient water pressure Base Ethnicity (QD7) Caucasian/-White Latino/His-panic Af-America-n/Black AsianAmerican Mixed/Oth-er Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 343 180 35 91 55 21161.4%9955.1%1439.4%4650.2%3053.6% 9026.2%4424.5%1132.1%3235.0%1425.2% 236.8%158.6%719.2%66.6%712.8% 82.2%116.1%11.8%77.6%34.8% 113.3%105.7%13.8%10.7%12.5% ----13.8%--11.1% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 73Page 73 Q3j Offer good value for the cost of water services Base Overall Overall Satisfaction(Q1) Satisfied Dissatisfie-d Account Setup Year 2019 2017-18 2015-16 2010-14 2000-09 Before2000 Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 800 714 59 50 71 59 142 207 271 21126.3%20729.1%11.6%1733.9%2231.4%1220.9%3625.3%4321.0%8029.4% 27334.1%26436.9%814.3%1223.3%2434.2%2339.0%5740.2%6631.9%9133.6% 15319.1%12617.7%1525.9%1020.0%1318.4%1322.1%2517.7%4923.6%4315.8% 8911.2%547.6%3152.3%611.9%79.3%24.0%139.1%2914.0%3212.0% 718.9%608.4%35.9%510.9%56.8%814.0%107.2%209.5%238.4% 30.4%20.2%--------10.6%--20.8% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 74Page 74 Q3j Offer good value for the cost of water services Base Contacted District inPast 6 Months (Q7,8) Yes No Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 158 620 37 39 53 79 76 143 139 4226.9%16326.3%1025.8%1232.2%2139.4%2734.9%2229.4%3020.9%3424.2% 4226.7%22536.2%822.1%1538.3%1732.0%2025.2%2837.4%5437.4%4935.4% 3320.9%11618.8%925.5%38.4%1121.1%1417.8%1519.8%3222.2%2316.8% 2616.4%619.8%718.0%26.4%35.0%911.0%68.2%1410.0%1410.4% 149.1%528.5%26.1%614.7%12.5%911.1%45.3%149.5%1712.2% --30.5%12.5%----------11.0% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 75Page 75 Q3j Offer good value for the cost of water services Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely/Ne-ver Don't recallreceiving it Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 176 163 51 406 46 82 120 153 267 5833.0%4326.3%1019.9%9824.1%1429.1%2732.5%3730.4%3220.8%7728.7% 6436.1%5533.8%2141.9%13332.6%1327.3%2834.0%4336.2%5234.2%9334.8% 2715.1%3521.4%1324.9%7719.0%1429.3%1416.6%2419.6%3019.3%5119.3% 169.2%116.8%47.6%5814.3%36.8%67.2%97.6%2818.3%248.9% 126.6%1810.7%35.7%399.6%47.5%89.8%76.2%117.4%217.8% --21.1%--10.3%--------10.5% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 76Page 76 Q3j Offer good value for the cost of water services Base Hsld Members (QD3) 1 2 3 4 5 or more Taken Act ions t o Redu-ce Water Usage (Q19) Yes No Home OwnershipStatus (QD4) Own Rent/Livew/others Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 68 234 148 118 128 618 145 687 97 2638.6%5724.2%4329.4%3428.5%3124.6%15925.8%3524.3%17325.2%3131.9% 1623.2%8034.2%5839.1%4437.0%4434.5%19832.0%6343.2%23634.3%3233.2% 1014.5%5021.2%2718.1%1916.4%2922.7%12820.7%2013.7%13619.8%1515.1% 1014.0%2812.0%96.2%75.7%1411.0%8012.9%96.4%7611.0%1212.5% 79.7%198.0%96.3%1512.4%97.2%518.3%1711.9%649.3%66.5% --10.4%10.9%----20.4%10.5%20.3%10.8% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 77Page 77 Q3j Offer good value for the cost of water services Base Gender (QD1) Male Female Home Type (QD6) Singlefamily Condo/Ot-her Service Address City Chula Vista El Cajon Jamul SpringValley Other C Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 419 360 714 44 510 88 26 140 36 11126.5%9526.4%18926.5%1022.4%11722.9%1820.8%622.7%5640.4%1335.6% 14735.2%12133.5%24834.7%1636.6%17734.8%3135.0%1038.9%4834.2%718.6% 7517.9%7320.3%14019.7%716.8%10119.8%2326.1%416.2%1913.4%615.8% 4911.7%359.8%7810.9%510.3%6412.6%910.2%416.2%75.2%512.6% 358.4%359.6%588.1%613.9%499.5%67.0%26.0%96.2%617.4% 10.2%10.4%10.2%--10.3%10.9%--10.7%-- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 78Page 78 Q3j Offer good value for the cost of water services Base Ethnicity (QD7) Caucasian/-White Latino/His-panic Af-America-n/Black AsianAmerican Mixed/Oth-er Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 343 180 35 91 55 9226.9%5631.2%926.3%1920.6%1527.8% 12335.8%5128.5%1439.3%3437.8%1933.7% 7020.4%3519.3%721.0%1921.1%610.8% 308.7%2212.3%01.2%88.8%915.5% 288.2%168.6%38.3%1111.8%610.4% ----13.8%--11.7% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 79Page 79 Q3k Provide good customer service Base Overall Overall Satisfaction(Q1) Satisfied Dissatisfie-d Account Setup Year 2019 2017-18 2015-16 2010-14 2000-09 Before2000 Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 800 714 59 50 71 59 142 207 271 41351.6%40256.3%610.5%3161.3%3954.4%3050.6%5941.7%9847.2%15757.7% 20926.1%18525.9%1829.9%917.7%912.3%1526.1%4632.7%5928.5%7025.9% 253.1%142.0%1017.1%35.1%45.8%35.3%21.5%94.5%41.4% 212.6%60.8%1525.4%23.5%11.9%12.1%42.6%62.7%72.7% 12315.4%10114.1%915.8%611.1%1723.7%813.7%2920.6%3316.2%3010.9% 101.3%60.8%11.3%11.2%11.9%12.3%11.0%20.9%31.3% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 80Page 80 Q3k Provide good customer service Base Contacted District inPast 6 Months (Q7,8) Yes No Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 158 620 37 39 53 79 76 143 139 9157.8%30749.5%2054.9%2461.2%3667.7%4962.1%4255.1%6545.4%7453.0% 3622.9%17027.4%923.0%717.8%1223.0%1620.9%2025.8%3826.8%3524.8% 95.9%152.3%411.6%11.6%--22.0%--75.1%64.3% 95.4%91.4%11.7%13.7%--11.2%--43.0%53.5% 116.8%11218.0%37.2%513.7%59.3%810.6%1317.4%2718.7%1712.5% 21.2%81.3%11.7%12.0%--33.3%11.8%10.9%31.9% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 81Page 81 Q3k Provide good customer service Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely/Ne-ver Don't recallreceiving it Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 176 163 51 406 46 82 120 153 267 11263.6%9658.9%2548.7%17843.8%2350.3%4757.6%6352.3%7850.9%14855.4% 3922.2%4527.3%1222.5%11327.9%612.2%1720.3%3529.5%3724.4%7327.2% 32.0%21.2%35.4%174.1%49.6%34.0%43.4%42.6%52.1% 31.9%10.6%12.6%143.4%12.9%22.8%32.6%64.0%41.5% 179.6%1811.2%1120.8%7718.9%1123.7%1315.3%1512.2%2617.2%3312.5% 10.8%10.9%--71.8%11.3%----10.9%31.3% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 82Page 82 Q3k Provide good customer service Base Hsld Members (QD3) 1 2 3 4 5 or more Taken Act ions t o Redu-ce Water Usage (Q19) Yes No Home OwnershipStatus (QD4) Own Rent/Livew/others Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 68 234 148 118 128 618 145 687 97 3957.1%11247.9%8557.8%6656.4%6752.6%31550.9%8256.7%34650.4%5758.8% 1521.5%7130.3%3523.4%3025.4%3628.3%16626.9%2919.6%19027.7%1717.4% 46.2%31.3%64.3%21.4%53.5%193.0%64.2%223.2%33.4% 22.9%41.5%21.3%00.3%64.5%182.9%31.8%172.4%32.8% 812.2%4017.0%1711.4%1916.5%1411.0%9114.7%2517.1%10515.3%1414.7% --52.0%31.8%----91.5%10.5%71.1%32.8% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 83Page 83 Q3k Provide good customer service Base Gender (QD1) Male Female Home Type (QD6) Singlefamily Condo/Ot-her Service Address City Chula Vista El Cajon Jamul SpringValley Other C Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 419 360 714 44 510 88 26 140 36 20950.0%19554.0%37252.2%1841.2%24147.3%4247.3%1558.6%9265.6%2362.5% 11928.3%8724.0%19226.9%1125.2%14428.3%2629.6%727.0%2518.2%615.8% 122.8%123.3%172.4%511.6%142.7%44.4%--42.9%39.1% 82.0%102.7%162.2%35.9%142.7%33.6%14.2%31.9%-- 6515.5%5415.0%10915.2%716.1%8817.3%1213.3%310.2%1611.4%512.6% 61.4%30.9%81.1%--91.7%21.8%------ Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 84Page 84 Q3k Provide good customer service Base Ethnicity (QD7) Caucasian/-White Latino/His-panic Af-America-n/Black AsianAmerican Mixed/Oth-er Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 343 180 35 91 55 19757.4%9552.6%2160.8%3639.7%2647.9% 8123.6%4826.8%618.3%2831.0%1425.4% 92.7%94.8%13.8%--23.8% 41.1%63.5%01.2%32.9%22.8% 5014.6%2212.3%410.3%2122.7%1018.6% 20.6%--25.6%33.6%11.4% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 85Page 85 Q3l Provide rebate programs that encourage customers to purchase water-efficient appliances Base Overall Overall Satisfaction(Q1) Satisfied Dissatisfie-d Account Setup Year 2019 2017-18 2015-16 2010-14 2000-09 Before2000 Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 800 714 59 50 71 59 142 207 271 18923.6%18626.1%23.9%1530.3%1824.9%814.4%2618.2%4421.2%7828.6% 18823.5%17123.9%1423.9%511.0%1420.3%2238.1%3524.9%5225.3%5821.5% 10212.7%8912.5%813.5%510.2%1013.4%69.8%2013.8%3818.1%249.0% 607.5%334.6%2238.0%612.3%811.6%46.6%1611.1%104.7%166.0% 24130.2%21930.7%1220.7%1631.6%1926.1%1728.8%4128.7%6029.0%8933.0% 202.5%162.2%--24.5%33.8%12.3%53.3%41.7%51.9% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 86Page 86 Q3l Provide rebate programs that encourage customers to purchase water-efficient appliances Base Contacted District inPast 6 Months (Q7,8) Yes No Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 158 620 37 39 53 79 76 143 139 3723.2%14723.8%514.1%1129.4%2037.3%2025.9%1924.6%3021.0%3122.6% 3924.4%14423.3%925.1%38.5%1324.6%1822.4%2532.3%3423.7%3424.7% 2314.6%7712.4%718.4%513.1%22.9%1113.6%68.5%1913.1%1611.3% 1711.0%406.4%37.4%38.2%48.0%810.0%34.4%139.0%128.4% 4126.1%19531.4%1129.7%1538.3%1427.2%2024.9%2329.8%4229.4%4230.2% 10.8%172.7%25.3%12.4%--33.3%00.4%53.7%42.8% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 87Page 87 Q3l Provide rebate programs that encourage customers to purchase water-efficient appliances Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely/Ne-ver Don't recallreceiving it Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 176 163 51 406 46 82 120 153 267 5732.5%4829.2%918.5%7418.2%1021.7%1923.0%2823.2%3422.1%7126.7% 4324.5%4930.0%1427.4%8220.1%714.3%1923.6%3529.1%3623.6%6825.4% 2112.0%1710.5%610.9%5814.3%714.1%1012.6%2621.3%2214.4%186.9% 31.6%105.8%24.6%4410.8%715.8%1112.8%54.5%1610.1%134.7% 4525.7%3521.2%1936.7%14235.0%1430.0%2126.1%2520.6%4428.6%9234.6% 73.8%53.2%11.8%71.7%24.2%21.9%21.3%21.1%51.7% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 88Page 88 Q3l Provide rebate programs that encourage customers to purchase water-efficient appliances Base Hsld Members (QD3) 1 2 3 4 5 or more Taken Act ions t o Redu-ce Water Usage (Q19) Yes No Home OwnershipStatus (QD4) Own Rent/Livew/others Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 68 234 148 118 128 618 145 687 97 1825.9%4921.1%4732.0%2924.5%2419.2%14924.1%3020.6%15722.9%2323.7% 1421.2%5623.9%3322.3%2823.9%3628.1%15424.9%2718.5%17024.7%1616.3% 710.6%2611.0%1510.4%97.4%2519.7%8012.9%1812.2%8412.2%1717.4% 56.8%114.7%149.4%65.0%1410.8%518.3%85.5%517.4%77.6% 2434.8%8536.5%3624.1%4336.9%2620.0%16827.1%6040.9%21030.6%2930.1% 00.6%72.8%31.7%32.3%32.2%172.7%32.2%152.2%54.8% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 89Page 89 Q3l Provide rebate programs that encourage customers to purchase water-efficient appliances Base Gender (QD1) Male Female Home Type (QD6) Singlefamily Condo/Ot-her Service Address City Chula Vista El Cajon Jamul SpringValley Other C Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 419 360 714 44 510 88 26 140 36 9723.1%9024.9%16723.4%715.9%11422.3%1820.8%517.9%3625.8%1643.9% 10023.8%8423.3%17824.9%714.8%11522.6%2326.6%623.4%3827.5%513.7% 5613.3%4512.5%9012.7%715.1%6512.8%1112.8%415.0%1812.5%410.3% 307.2%267.1%527.3%37.3%458.8%44.0%14.2%96.5%13.4% 12930.8%10529.0%20929.3%2146.9%15630.5%3134.9%1038.4%3524.7%1028.7% 81.8%113.2%172.3%--152.8%10.9%01.2%43.0%-- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 90Page 90 Q3l Provide rebate programs that encourage customers to purchase water-efficient appliances Base Ethnicity (QD7) Caucasian/-White Latino/His-panic Af-America-n/Black AsianAmerican Mixed/Oth-er Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 343 180 35 91 55 10430.3%3519.7%412.8%1415.6%1222.0% 8424.4%4424.6%616.9%2931.8%712.6% 246.9%2916.0%925.9%1516.0%712.2% 144.0%2312.7%25.0%66.2%916.8% 11333.0%4324.1%1235.6%2628.3%1934.0% 51.5%52.9%13.8%22.2%12.5% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 91Page 91 Q3m Provide convenient hours of operation Base Overall Overall Satisfaction(Q1) Satisfied Dissatisfie-d Account Setup Year 2019 2017-18 2015-16 2010-14 2000-09 Before2000 Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 800 714 59 50 71 59 142 207 271 41351.7%40456.6%47.2%3060.6%3752.4%2848.2%6747.4%9747.1%15356.4% 21126.4%17624.6%2745.6%1019.1%1724.5%1221.0%4531.6%6029.1%6724.6% 212.6%131.8%712.5%24.5%--58.0%21.5%104.8%20.8% 111.3%50.7%69.9%00.8%33.8%11.0%10.9%31.5%30.9% 12916.2%10715.0%1423.5%714.9%1217.5%1119.5%2518.0%3215.5%4014.9% 141.7%91.3%11.3%--11.9%12.3%10.6%41.9%72.4% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 92Page 92 Q3m Provide convenient hours of operation Base Contacted District inPast 6 Months (Q7,8) Yes No Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 158 620 37 39 53 79 76 143 139 9157.4%31250.4%2259.2%2358.9%3158.4%5265.8%4458.4%6747.1%6949.6% 4327.5%16125.9%513.6%718.1%1121.3%1822.4%2026.7%4027.9%4028.6% 84.8%122.0%411.1%--23.2%10.8%10.8%21.5%43.0% 42.4%50.8%--13.7%--11.7%--31.9%11.0% 127.9%11618.7%513.6%513.7%917.1%67.7%911.3%2718.9%2316.8% --142.3%12.5%25.5%--11.7%22.8%42.8%11.0% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 93Page 93 Q3m Provide convenient hours of operation Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely/Ne-ver Don't recallreceiving it Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 176 163 51 406 46 82 120 153 267 10961.6%9759.1%2344.6%18445.3%2552.9%4251.1%6150.8%7951.8%15257.1% 4022.8%4326.1%1630.4%11327.8%918.5%2126.1%4234.7%4831.0%5520.7% 21.3%31.6%11.2%143.5%12.7%22.4%21.9%64.1%31.1% 21.0%--35.0%61.6%24.2%11.6%00.3%31.7%20.9% 2111.8%2012.2%1018.8%7919.4%1021.7%1518.8%1512.2%1711.3%4617.1% 31.5%21.1%--102.4%--------83.1% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 94Page 94 Q3m Provide convenient hours of operation Base Hsld Members (QD3) 1 2 3 4 5 or more Taken Act ions t o Redu-ce Water Usage (Q19) Yes No Home OwnershipStatus (QD4) Own Rent/Livew/others Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 68 234 148 118 128 618 145 687 97 4160.0%11850.2%8456.8%7261.1%6248.4%32151.9%7349.9%35351.3%5253.2% 1116.7%6226.4%4429.5%2823.8%3829.6%16827.1%3524.3%18827.4%2021.1% 22.9%41.6%10.9%10.5%64.5%183.0%31.9%142.0%66.4% 00.6%10.6%21.3%--42.9%91.5%10.9%101.4%11.2% 1217.9%4318.4%1610.5%1714.5%1914.7%9014.6%3221.9%11316.4%1414.5% 12.0%72.8%10.9%----122.0%21.1%111.5%33.6% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 95Page 95 Q3m Provide convenient hours of operation Base Gender (QD1) Male Female Home Type (QD6) Singlefamily Condo/Ot-her Service Address City Chula Vista El Cajon Jamul SpringValley Other C Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 419 360 714 44 510 88 26 140 36 21952.2%18852.3%37853.0%2044.7%24848.7%4247.7%1556.3%8862.6%2157.6% 10825.8%9626.6%18926.5%1329.3%14027.5%2730.1%726.4%2820.2%1026.4% 112.7%92.4%152.1%23.7%152.8%33.1%13.0%21.3%13.4% 41.1%51.4%81.2%24.5%81.6%21.8%--10.9%-- 6816.3%5916.4%11415.9%714.8%8817.3%1415.5%311.4%2014.3%512.6% 82.0%31.0%101.3%13.0%112.1%21.8%13.0%10.7%-- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 96Page 96 Q3m Provide convenient hours of operation Base Ethnicity (QD7) Caucasian/-White Latino/His-panic Af-America-n/Black AsianAmerican Mixed/Oth-er Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 343 180 35 91 55 19857.8%9150.4%1645.7%4448.4%2851.6% 8023.3%5027.7%1131.8%2931.7%1221.8% 41.0%115.9%13.8%11.5%11.8% 20.6%31.9%01.2%32.9%-- 5616.3%2413.4%513.7%1112.6%1221.7% 31.0%10.7%13.8%32.9%23.1% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 97Page 97 Q3n Provide accurate billing statements Base Overall Overall Satisfaction(Q1) Satisfied Dissatisfie-d Account Setup Year 2019 2017-18 2015-16 2010-14 2000-09 Before2000 Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 800 714 59 50 71 59 142 207 271 43153.9%41558.1%1016.2%2958.7%4359.9%3153.2%7150.1%9947.6%15858.3% 23629.5%20929.2%1424.1%1122.6%1824.7%1627.7%4733.0%7034.0%7427.3% 546.7%385.3%1424.5%23.2%34.3%69.8%63.9%2813.4%103.8% 313.9%131.9%1627.7%24.3%44.9%23.1%63.9%52.5%134.6% 445.5%385.3%35.9%611.1%23.0%46.1%139.1%52.4%155.5% 40.5%10.2%11.6%--23.2%------10.5% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 98Page 98 Q3n Provide accurate billing statements Base Contacted District inPast 6 Months (Q7,8) Yes No Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 158 620 37 39 53 79 76 143 139 8050.4%34155.0%2155.9%2256.1%4075.9%4658.1%3647.1%7652.8%7856.1% 4729.8%18630.0%1231.3%820.6%610.4%1924.0%3444.5%5034.7%3928.0% 116.7%426.8%49.5%38.3%47.5%78.7%11.8%64.2%75.4% 116.7%182.8%11.7%49.6%23.7%45.4%--43.1%32.4% 95.8%315.0%11.7%25.5%12.5%33.9%56.6%85.3%96.5% 10.6%30.4%------------21.6% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 99Page 99 Q3n Provide accurate billing statements Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely/Ne-ver Don't recallreceiving it Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 176 163 51 406 46 82 120 153 267 10860.9%9960.8%3058.8%19347.5%2452.7%4960.3%6655.1%7850.9%15859.2% 3921.9%4728.7%1427.6%13733.6%1124.1%2024.8%4033.4%4026.4%7528.1% 158.3%106.0%35.3%276.6%24.4%33.9%86.9%1610.3%145.2% 42.5%53.0%23.8%184.5%510.9%22.1%21.4%96.2%51.9% 116.4%21.5%24.6%286.9%25.0%78.8%43.2%95.7%145.1% ------40.9%12.9%----10.6%10.5% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 100Page 100 Q3n Provide accurate billing statements Base Hsld Members (QD3) 1 2 3 4 5 or more Taken Act ions t o Redu-ce Water Usage (Q19) Yes No Home OwnershipStatus (QD4) Own Rent/Livew/others Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 68 234 148 118 128 618 145 687 97 4363.7%12051.3%8456.9%7765.3%6550.7%31851.5%9162.7%36753.4%5556.5% 1724.6%7632.4%4328.8%3126.5%3729.4%19030.7%3826.0%20529.9%2626.7% 45.2%156.5%117.3%10.8%1310.2%457.3%64.2%486.9%66.5% 23.5%52.0%42.9%43.7%64.8%274.4%42.5%253.7%44.2% 23.1%187.5%53.2%43.7%65.0%345.5%74.6%385.6%66.0% --10.4%10.9%----40.6%--40.5%-- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 101Page 101 Q3n Provide accurate billing statements Base Gender (QD1) Male Female Home Type (QD6) Singlefamily Condo/Ot-her Service Address City Chula Vista El Cajon Jamul SpringValley Other C Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 419 360 714 44 510 88 26 140 36 22353.2%20055.4%39355.1%2045.8%24948.8%5057.1%1558.1%9366.7%2364.5% 12930.8%10328.5%21129.5%1328.5%16732.7%2629.2%933.5%3122.3%411.2% 256.1%267.3%466.4%511.5%407.8%44.0%01.2%53.9%513.7% 123.0%164.4%243.4%37.3%244.8%10.9%13.0%42.9%12.3% 296.9%154.1%365.1%37.0%275.4%88.9%14.2%53.6%38.3% --10.4%40.5%--30.5%----10.7%-- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 102Page 102 Q3n Provide accurate billing statements Base Ethnicity (QD7) Caucasian/-White Latino/His-panic Af-America-n/Black AsianAmerican Mixed/Oth-er Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 343 180 35 91 55 20760.4%9854.3%2056.4%3740.3%2952.1% 10129.5%4122.9%1234.7%3740.5%1731.7% 144.0%2212.0%13.9%32.8%58.8% 41.1%126.6%01.2%32.9%35.3% 185.1%84.2%--1111.9%12.2% ----13.8%11.5%-- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 103Page 103 Q4a Cell phone Base Overall Overall Satisfaction(Q1) Satisfied Dissatisfie-d Account Setup Year 2019 2017-18 2015-16 2010-14 2000-09 Before2000 Too low Reasonable A little toohigh Somewhattoo high Much toohigh Not sure / NA Prefer not toanswer 800 714 59 50 71 59 142 207 271 40.5%30.5%--------21.6%--10.5% 26232.8%23733.3%1524.8%2345.5%2940.1%1627.4%4733.3%6531.3%8330.5% 15018.7%13819.4%813.1%815.6%1115.8%1119.3%2819.8%4019.5%5118.8% 14918.7%12918.1%1627.1%1121.7%1622.4%1322.2%3323.3%3617.2%4115.1% 18022.5%16022.4%1830.7%815.1%1521.1%1626.5%2417.3%5727.6%6022.3% 435.4%385.4%11.3%00.8%--12.3%74.7%83.7%2710.1% 111.4%81.1%23.0%11.2%00.6%12.3%--10.6%72.7% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 104Page 104 Q4a Cell phone Base Contacted District inPast 6 Months (Q7,8) Yes No Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Too low Reasonable A little toohigh Somewhattoo high Much toohigh Not sure / NA Prefer not toanswer 158 620 37 39 53 79 76 143 139 00.3%30.5%--13.5%--22.9%------ 5132.5%20633.2%1643.2%1949.0%2241.0%2329.8%2330.4%3927.5%4129.7% 3321.0%11117.9%13.7%616.2%59.7%2026.0%1823.1%3222.7%2920.9% 3018.8%11919.1%38.2%513.5%1120.7%1113.8%1316.7%3322.8%2518.3% 3220.5%14323.1%923.7%615.4%1223.1%1418.0%1824.1%3524.5%3524.8% 84.8%325.1%821.2%12.4%24.3%67.9%45.7%42.5%85.7% 32.2%61.0%----11.2%11.7%----10.6% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 105Page 105 Q4a Cell phone Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely/Ne-ver Don't recallreceiving it Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Too low Reasonable A little toohigh Somewhattoo high Much toohigh Not sure / NA Prefer not toanswer 176 163 51 406 46 82 120 153 267 ------40.9%12.0%------00.2% 6034.0%5533.6%1530.2%13132.3%1941.9%2733.1%3831.9%4227.6%10138.0% 4424.9%2615.9%916.7%7117.5%919.1%1215.2%2017.0%2818.6%5319.9% 2312.8%3722.5%510.7%8520.8%612.9%2429.4%2722.1%3321.8%3513.1% 3620.4%3621.7%1630.7%9322.9%818.0%1417.6%3327.8%4327.8%5119.0% 105.7%105.9%611.7%184.4%23.8%44.8%11.1%31.7%249.0% 42.2%10.5%--51.2%12.2%----42.5%20.9% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 106Page 106 Q4a Cell phone Base Hsld Members (QD3) 1 2 3 4 5 or more Taken Act ions t o Redu-ce Water Usage (Q19) Yes No Home OwnershipStatus (QD4) Own Rent/Livew/others Too low Reasonable A little toohigh Somewhattoo high Much toohigh Not sure / NA Prefer not toanswer 68 234 148 118 128 618 145 687 97 ----10.9%21.9%--30.4%10.6%40.5%-- 2638.9%7331.3%5134.2%4537.9%3830.1%20032.3%5336.4%22032.0%3940.1% 811.8%4720.0%2315.6%2118.2%3124.0%12119.6%2315.8%13619.8%1111.5% 1116.1%4519.3%3221.4%2319.3%2217.3%11919.3%2315.7%13419.5%1313.6% 1419.9%5322.5%3422.7%2521.5%3325.7%14122.9%3222.2%15622.7%2223.2% 913.4%166.7%74.4%11.1%32.4%294.8%138.9%355.0%99.1% --10.3%10.6%--10.5%50.8%10.4%30.4%22.4% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 107Page 107 Q4a Cell phone Base Gender (QD1) Male Female Home Type (QD6) Singlefamily Condo/Ot-her Service Address City Chula Vista El Cajon Jamul SpringValley Other C Too low Reasonable A little toohigh Somewhattoo high Much toohigh Not sure / NA Prefer not toanswer 419 360 714 44 510 88 26 140 36 20.4%20.5%40.5%--10.3%----21.6%-- 14133.6%11933.0%23733.1%1533.7%16231.9%2832.2%621.5%5539.1%1131.2% 8420.0%6317.5%14019.6%716.8%9819.2%2022.2%415.5%2316.6%513.6% 7718.4%6718.7%13719.2%817.6%9518.7%1820.8%416.2%2618.6%514.7% 8620.6%8724.0%15722.0%1125.7%12123.7%1618.6%934.7%2618.8%720.6% 235.4%205.5%344.8%36.1%255.0%55.3%312.0%64.3%411.7% 71.6%30.7%50.7%--61.2%10.9%--11.0%38.3% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 108Page 108 Q4a Cell phone Base Ethnicity (QD7) Caucasian/-White Latino/His-panic Af-America-n/Black AsianAmerican Mixed/Oth-er Too low Reasonable A little toohigh Somewhattoo high Much toohigh Not sure / NA Prefer not toanswer 343 180 35 91 55 20.7%00.2%----11.7% 11734.1%5329.1%1132.0%3234.8%1832.9% 6318.5%2815.4%721.3%1819.9%1322.9% 6117.7%4424.2%926.2%1111.7%1019.0% 6920.2%5027.8%412.8%2527.2%1323.4% 247.1%42.2%37.6%66.4%-- 61.8%21.1%------ Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 109Page 109 Q4b Electricity Base Overall Overall Satisfaction(Q1) Satisfied Dissatisfie-d Account Setup Year 2019 2017-18 2015-16 2010-14 2000-09 Before2000 Too low Reasonable A little toohigh Somewhattoo high Much toohigh Not sure / NA Prefer not toanswer 800 714 59 50 71 59 142 207 271 40.5%40.6%--------10.9%10.4%20.8% 19924.9%18425.8%814.0%1223.5%2130.1%1118.3%4028.2%5225.1%6323.3% 12415.5%11616.2%610.4%918.4%1216.6%915.0%2618.5%2713.1%4115.2% 16120.1%14820.7%813.4%1020.7%1216.8%1321.5%3424.1%4622.0%4617.0% 27534.4%23332.7%3356.4%1836.3%2534.6%2339.2%3625.6%7536.2%9836.2% 253.1%202.7%23.5%--12.0%11.3%42.7%52.6%135.0% 111.4%91.2%12.3%11.2%--34.5%--10.6%72.5% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 110Page 110 Q4b Electricity Base Contacted District inPast 6 Months (Q7,8) Yes No Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Too low Reasonable A little toohigh Somewhattoo high Much toohigh Not sure / NA Prefer not toanswer 158 620 37 39 53 79 76 143 139 10.5%40.6%------44.6%----10.6% 3623.0%15925.7%1745.7%1128.0%1325.1%1823.0%1925.6%4229.0%3122.1% 2918.1%9315.1%25.0%717.6%917.2%2228.1%56.4%2114.9%2014.6% 2918.6%12720.5%925.0%614.9%1018.6%1113.7%2432.0%2819.9%1711.9% 5836.5%21033.9%924.3%1436.0%1834.3%2127.2%2533.3%4733.0%6244.6% 21.4%203.2%--13.4%23.7%11.7%22.3%21.7%96.4% 31.9%71.1%----11.2%11.7%00.4%21.5%-- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 111Page 111 Q4b Electricity Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely/Ne-ver Don't recallreceiving it Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Too low Reasonable A little toohigh Somewhattoo high Much toohigh Not sure / NA Prefer not toanswer 176 163 51 406 46 82 120 153 267 --10.5%--40.9%--------20.8% 4726.8%3823.1%1223.1%10225.0%1533.3%1922.8%2117.2%3522.5%8532.0% 2816.0%3018.1%917.6%5714.1%1021.2%1720.8%2117.1%2214.1%3914.5% 2715.5%3521.4%59.0%9323.0%613.0%2023.9%2419.7%2516.2%5119.0% 6536.8%5433.1%2548.7%13132.3%1429.4%2226.4%5344.3%6743.7%7729.0% 42.4%53.1%11.5%153.7%11.8%56.1%21.8%21.4%103.8% 42.5%10.8%--41.1%11.3%----32.0%20.9% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 112Page 112 Q4b Electricity Base Hsld Members (QD3) 1 2 3 4 5 or more Taken Act ions t o Redu-ce Water Usage (Q19) Yes No Home OwnershipStatus (QD4) Own Rent/Livew/others Too low Reasonable A little toohigh Somewhattoo high Much toohigh Not sure / NA Prefer not toanswer 68 234 148 118 128 618 145 687 97 --20.9%10.6%11.1%--30.6%10.6%40.6%-- 2536.1%5523.4%3523.8%3227.1%2821.6%15525.1%3323.0%16924.6%2727.8% 1014.9%3916.7%1510.2%2420.4%1915.3%9415.3%2718.6%11616.8%99.1% 1522.6%4217.8%3825.9%1915.7%2519.2%12219.8%2919.8%13319.3%2424.9% 1724.4%8937.9%5235.3%3731.8%5240.8%22135.8%4631.4%24034.9%3333.9% --72.8%64.2%43.8%32.4%172.7%85.2%233.3%22.2% 12.0%10.3%----10.7%50.8%21.3%20.4%22.0% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 113Page 113 Q4b Electricity Base Gender (QD1) Male Female Home Type (QD6) Singlefamily Condo/Ot-her Service Address City Chula Vista El Cajon Jamul SpringValley Other C Too low Reasonable A little toohigh Somewhattoo high Much toohigh Not sure / NA Prefer not toanswer 419 360 714 44 510 88 26 140 36 20.4%30.7%40.6%--30.5%10.9%--10.7%-- 10023.9%9426.2%17624.7%1328.6%13827.1%1618.6%29.0%3827.4%411.2% 7517.9%4612.7%11416.0%1022.0%8316.2%1112.4%517.4%1712.3%925.0% 7618.2%8222.7%14019.6%1226.2%10420.4%1820.3%312.5%3021.1%617.1% 14635.0%12233.7%25435.5%1023.2%16231.8%3742.5%1556.9%5237.1%924.3% 133.2%102.9%213.0%--132.6%44.4%13.0%21.3%514.0% 61.5%41.0%40.6%--71.4%10.9%01.2%--38.3% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 114Page 114 Q4b Electricity Base Ethnicity (QD7) Caucasian/-White Latino/His-panic Af-America-n/Black AsianAmerican Mixed/Oth-er Too low Reasonable A little toohigh Somewhattoo high Much toohigh Not sure / NA Prefer not toanswer 343 180 35 91 55 41.3%-------- 7120.8%5128.3%1028.5%3336.0%1323.4% 5114.7%3016.5%513.2%1617.8%1120.6% 6920.2%4022.1%1028.3%1314.0%1221.1% 13037.7%5630.8%924.4%2527.9%1933.8% 123.6%21.2%25.6%32.9%11.1% 51.6%21.1%--11.5%-- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 115Page 115 Q4c Cable or satellite TV Base Overall Overall Satisfaction(Q1) Satisfied Dissatisfie-d Account Setup Year 2019 2017-18 2015-16 2010-14 2000-09 Before2000 Too low Reasonable A little toohigh Somewhattoo high Much toohigh Not sure / NA Prefer not toanswer 800 714 59 50 71 59 142 207 271 40.5%40.6%--00.8%----10.9%10.4%20.6% 749.2%638.9%711.4%1019.6%1014.4%46.8%139.1%167.5%217.7% 9912.4%9212.9%35.2%611.3%811.3%47.4%2517.6%2712.8%3011.0% 14718.4%13418.7%915.5%611.9%1723.4%712.1%2920.8%4119.6%4717.4% 40050.0%35149.2%3762.3%1937.7%3245.0%3559.3%6042.5%10852.3%14653.7% 678.3%618.6%23.3%917.5%46.0%814.3%128.4%126.0%217.7% 101.2%81.1%12.3%11.2%----10.7%31.3%51.9% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 116Page 116 Q4c Cable or satellite TV Base Contacted District inPast 6 Months (Q7,8) Yes No Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Too low Reasonable A little toohigh Somewhattoo high Much toohigh Not sure / NA Prefer not toanswer 158 620 37 39 53 79 76 143 139 10.9%30.4%01.0%----22.9%----10.6% 2012.6%528.4%719.8%819.6%46.7%79.3%56.1%118.0%118.2% 1912.1%7812.5%514.2%512.8%611.7%911.5%79.7%1610.9%1812.6% 2314.9%12219.7%410.4%922.3%1018.1%1721.8%1925.3%2819.5%139.1% 7949.7%31150.1%1644.0%922.0%2853.0%3746.6%3647.2%8257.4%8460.2% 127.9%508.0%38.1%923.4%59.3%67.9%911.7%64.2%139.2% 31.9%50.8%12.5%--11.2%-------- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 117Page 117 Q4c Cable or satellite TV Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely/Ne-ver Don't recallreceiving it Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Too low Reasonable A little toohigh Somewhattoo high Much toohigh Not sure / NA Prefer not toanswer 176 163 51 406 46 82 120 153 267 10.3%10.5%--30.7%00.8%--10.5%--10.3% 169.2%1811.0%59.8%348.3%714.3%78.9%1311.1%74.6%3412.9% 2413.8%2213.2%814.7%4611.3%612.5%78.4%1411.8%2113.9%2910.8% 4324.3%3119.2%917.7%6315.6%36.5%1113.2%2117.3%3019.9%4918.4% 7944.5%8451.5%2547.9%21352.3%2145.8%3745.1%6150.8%8756.5%13951.9% 116.2%74.1%48.0%4511.0%918.8%2024.4%108.5%42.5%145.1% 31.7%10.6%11.8%30.8%11.3%----42.6%10.5% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 118Page 118 Q4c Cable or satellite TV Base Hsld Members (QD3) 1 2 3 4 5 or more Taken Act ions t o Redu-ce Water Usage (Q19) Yes No Home OwnershipStatus (QD4) Own Rent/Livew/others Too low Reasonable A little toohigh Somewhattoo high Much toohigh Not sure / NA Prefer not toanswer 68 234 148 118 128 618 145 687 97 --10.3%21.1%21.5%--30.4%10.6%40.5%00.4% 1116.7%135.7%117.8%1512.8%1511.7%569.1%128.0%588.4%1313.7% 56.8%3213.8%128.3%119.6%2519.2%7612.3%1912.9%9113.2%87.8% 1116.2%5121.6%2718.5%2319.6%1511.7%10917.7%2718.7%13019.0%1212.7% 3856.0%12352.4%7853.0%5849.2%5644.0%31951.7%7148.7%35251.3%4546.5% 34.3%145.8%149.8%97.3%1612.8%508.1%1510.6%507.3%1616.9% --10.4%21.5%--10.5%50.7%10.4%20.3%22.0% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 119Page 119 Q4c Cable or satellite TV Base Gender (QD1) Male Female Home Type (QD6) Singlefamily Condo/Ot-her Service Address City Chula Vista El Cajon Jamul SpringValley Other C Too low Reasonable A little toohigh Somewhattoo high Much toohigh Not sure / NA Prefer not toanswer 419 360 714 44 510 88 26 140 36 20.5%20.5%40.5%00.9%20.4%11.3%--10.7%-- 378.8%359.6%648.9%510.3%458.9%55.3%27.2%1913.4%38.3% 5713.5%4111.5%9212.9%49.1%6612.9%1011.1%415.5%1410.3%514.7% 8420.1%6117.0%13418.8%920.2%9618.9%1820.0%520.4%2215.7%616.0% 20348.5%18350.9%36250.7%2250.1%25750.4%4955.7%1246.7%6647.1%1644.4% 296.9%3710.2%547.6%49.4%397.7%66.6%310.2%1611.5%38.3% 71.7%10.3%40.6%--50.9%----21.3%38.3% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 120Page 120 Q4c Cable or satellite TV Base Ethnicity (QD7) Caucasian/-White Latino/His-panic Af-America-n/Black AsianAmerican Mixed/Oth-er Too low Reasonable A little toohigh Somewhattoo high Much toohigh Not sure / NA Prefer not toanswer 343 180 35 91 55 41.1%------00.7% 298.4%179.4%38.2%1212.8%611.2% 3610.5%2111.6%720.0%1415.7%610.1% 5817.0%3821.2%822.4%2022.1%46.4% 18654.1%8848.6%1541.6%3538.1%3055.2% 288.1%137.4%25.0%1011.2%814.6% 30.9%31.8%12.7%--11.7% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 121Page 121 Q4d Trash collection Base Overall Overall Satisfaction(Q1) Satisfied Dissatisfie-d Account Setup Year 2019 2017-18 2015-16 2010-14 2000-09 Before2000 Too low Reasonable A little toohigh Somewhattoo high Much toohigh Not sure / NA Prefer not toanswer 800 714 59 50 71 59 142 207 271 40.5%40.6%------11.0%10.9%--20.8% 44956.1%40957.3%2948.8%3366.4%4056.2%3152.4%8761.3%11555.5%14352.7% 13416.7%12217.1%813.5%612.1%1825.0%610.4%2517.4%3315.7%4617.1% 8410.5%7210.1%711.8%00.8%67.9%58.3%128.5%2612.7%3513.0% 779.7%638.8%1017.6%48.4%57.1%711.9%117.5%2512.0%269.5% 405.0%354.9%46.0%611.1%33.8%711.5%53.8%63.1%134.9% 111.4%91.2%12.3%11.2%--34.5%10.6%21.0%51.9% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 122Page 122 Q4d Trash collection Base Contacted District inPast 6 Months (Q7,8) Yes No Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Too low Reasonable A little toohigh Somewhattoo high Much toohigh Not sure / NA Prefer not toanswer 158 620 37 39 53 79 76 143 139 10.4%40.6%----12.5%11.2%11.8%10.4%-- 8453.1%35457.1%1642.8%2256.3%2851.8%4557.2%4863.6%8358.1%8460.5% 3421.7%9715.7%514.8%410.7%610.7%2025.3%1215.9%2718.8%2316.3% 159.4%6710.9%616.5%38.9%916.4%68.1%810.2%85.4%128.4% 127.8%6210.1%513.0%513.0%59.2%34.4%56.4%1812.3%107.3% 95.8%284.5%410.4%49.1%48.3%22.2%22.1%53.5%117.6% 31.9%71.2%12.5%12.0%11.2%11.7%--21.5%-- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 123Page 123 Q4d Trash collection Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely/Ne-ver Don't recallreceiving it Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Too low Reasonable A little toohigh Somewhattoo high Much toohigh Not sure / NA Prefer not toanswer 176 163 51 406 46 82 120 153 267 ------41.0%----10.5%--31.0% 9151.4%9659.0%3466.0%22755.8%2349.7%4757.9%7663.2%8555.6%15959.4% 3117.6%2314.1%611.2%7418.2%1020.8%1518.1%1714.1%2315.0%4416.6% 2112.0%2414.4%59.5%358.5%24.2%810.2%129.9%1912.3%228.3% 1810.4%137.9%510.0%4110.1%614.0%33.5%119.4%1912.3%238.7% 116.4%53.2%23.4%225.3%510.0%78.7%32.9%42.8%145.4% 42.1%21.4%--41.0%11.3%11.6%--32.0%20.6% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 124Page 124 Q4d Trash collection Base Hsld Members (QD3) 1 2 3 4 5 or more Taken Act ions t o Redu-ce Water Usage (Q19) Yes No Home OwnershipStatus (QD4) Own Rent/Livew/others Too low Reasonable A little toohigh Somewhattoo high Much toohigh Not sure / NA Prefer not toanswer 68 234 148 118 128 618 145 687 97 --10.6%10.6%--21.5%20.3%21.6%40.5%10.6% 3754.8%12854.5%8457.2%6857.5%7962.2%34756.2%8759.9%39858.0%4546.9% 1014.7%4017.0%2214.9%2420.4%2317.9%10216.4%2718.3%11817.2%1313.6% 812.1%2811.8%1711.7%98.1%86.5%7211.6%96.2%7010.2%1212.5% 68.6%2510.7%139.1%1210.2%86.5%6210.1%117.7%649.3%1313.0% 68.7%114.8%106.4%32.7%64.9%274.3%95.9%294.2%1111.3% 11.2%20.7%--11.1%10.5%71.1%10.4%40.6%22.0% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 125Page 125 Q4d Trash collection Base Gender (QD1) Male Female Home Type (QD6) Singlefamily Condo/Ot-her Service Address City Chula Vista El Cajon Jamul SpringValley Other C Too low Reasonable A little toohigh Somewhattoo high Much toohigh Not sure / NA Prefer not toanswer 419 360 714 44 510 88 26 140 36 41.0%--40.6%--30.6%----10.7%-- 23756.7%20155.9%41457.9%2351.4%31561.8%3944.6%1454.4%6647.4%1439.1% 7618.2%5415.1%12617.7%410.0%7715.1%1213.3%519.2%3021.4%1028.2% 429.9%4111.5%7510.5%48.9%5210.1%1112.9%13.0%1712.2%39.1% 348.0%4011.1%649.0%612.9%428.3%1011.5%28.4%2014.5%26.9% 194.5%205.5%263.6%716.8%152.9%1516.9%312.0%43.1%38.3% 71.6%31.0%50.7%--61.2%10.9%13.0%10.7%38.3% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 126Page 126 Q4d Trash collection Base Ethnicity (QD7) Caucasian/-White Latino/His-panic Af-America-n/Black AsianAmerican Mixed/Oth-er Too low Reasonable A little toohigh Somewhattoo high Much toohigh Not sure / NA Prefer not toanswer 343 180 35 91 55 20.7%--11.8%11.5%-- 19155.7%11262.3%1851.8%5156.5%3054.1% 5315.4%2514.0%924.4%1516.9%1222.2% 4112.0%168.7%37.3%1112.6%35.7% 277.8%1810.3%39.2%910.2%611.7% 236.7%73.7%25.6%22.3%34.6% 61.7%21.1%----11.7% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 127Page 127 Q4e Sewer Base Overall Overall Satisfaction(Q1) Satisfied Dissatisfie-d Account Setup Year 2019 2017-18 2015-16 2010-14 2000-09 Before2000 Too low Reasonable A little toohigh Somewhattoo high Much toohigh Not sure / NA Prefer not toanswer 800 714 59 50 71 59 142 207 271 10.1%10.1%----------10.4%-- 31038.7%29341.0%1221.1%2141.3%2434.1%2439.9%6445.1%7837.8%9936.5% 12415.5%11616.3%34.9%48.5%1621.9%1322.1%2618.1%3416.5%3111.6% 10713.3%9112.7%1016.5%713.0%1014.4%57.9%139.1%2311.2%4918.1% 13617.0%10414.5%2846.9%917.9%1013.8%1016.3%1812.9%4119.6%4817.8% 11514.3%10114.1%610.6%918.0%1013.9%813.7%2114.8%2914.1%3813.8% 91.1%91.2%--11.2%11.9%----10.5%62.1% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 128Page 128 Q4e Sewer Base Contacted District inPast 6 Months (Q7,8) Yes No Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Too low Reasonable A little toohigh Somewhattoo high Much toohigh Not sure / NA Prefer not toanswer 158 620 37 39 53 79 76 143 139 10.5%--------------10.6% 5736.3%24439.4%1436.6%1332.3%2445.6%3240.2%3444.3%6343.7%5942.4% 2616.5%9615.5%49.5%614.9%612.2%1519.3%89.9%2115.0%1611.6% 2515.5%8213.2%617.1%615.9%916.3%1317.0%1215.2%2315.8%85.5% 2717.1%10516.9%822.2%37.7%713.3%1215.1%1417.9%2416.6%2417.1% 1912.1%8814.3%514.7%923.3%611.5%78.5%912.3%117.8%3222.9% 31.9%50.9%--25.9%11.2%--00.4%21.1%-- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 129Page 129 Q4e Sewer Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely/Ne-ver Don't recallreceiving it Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Too low Reasonable A little toohigh Somewhattoo high Much toohigh Not sure / NA Prefer not toanswer 176 163 51 406 46 82 120 153 267 --10.5%------------10.3% 6938.9%6137.4%2140.2%15838.9%1736.1%3947.2%5747.2%5032.8%11141.6% 3117.8%2515.1%59.1%6315.6%714.1%1720.4%1814.6%2214.3%4015.1% 2212.6%2716.7%47.2%5313.1%714.5%810.3%1311.0%2214.4%3914.7% 3318.5%2414.5%612.0%7217.7%1122.8%911.1%2016.8%3120.5%3212.0% 179.7%2515.2%1631.5%5613.9%511.1%910.9%1210.4%2214.6%4115.3% 42.5%10.7%--30.8%11.3%----53.4%20.9% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 130Page 130 Q4e Sewer Base Hsld Members (QD3) 1 2 3 4 5 or more Taken Act ions t o Redu-ce Water Usage (Q19) Yes No Home OwnershipStatus (QD4) Own Rent/Livew/others Too low Reasonable A little toohigh Somewhattoo high Much toohigh Not sure / NA Prefer not toanswer 68 234 148 118 128 618 145 687 97 --10.3%------10.1%--10.1%-- 2638.1%9239.4%6443.2%4740.0%5442.3%23838.5%6041.6%27339.7%3435.2% 68.2%2711.4%3222.0%1412.2%2318.1%9515.4%2214.9%11016.0%1111.6% 1014.1%3514.9%149.5%2017.1%1511.9%9014.6%149.9%9213.4%1313.7% 913.7%4619.6%1711.7%1815.5%2015.7%10917.6%1812.7%11016.0%2223.1% 1825.8%3313.9%2013.5%1613.9%1310.5%8213.3%2819.4%9714.1%1515.7% --10.3%--11.1%21.5%30.5%21.6%50.7%10.6% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 131Page 131 Q4e Sewer Base Gender (QD1) Male Female Home Type (QD6) Singlefamily Condo/Ot-her Service Address City Chula Vista El Cajon Jamul SpringValley Other C Too low Reasonable A little toohigh Somewhattoo high Much toohigh Not sure / NA Prefer not toanswer 419 360 714 44 510 88 26 140 36 10.2%--10.1%----10.9%------ 16439.2%14339.6%28339.6%1738.2%19638.5%3034.5%623.4%6848.9%924.0% 6615.9%5415.1%11916.7%35.9%8717.1%1213.7%26.0%1611.3%720.4% 6214.9%4111.3%9212.9%818.6%7915.5%910.1%13.0%1611.4%25.7% 7317.4%5515.2%11616.3%817.6%10420.3%1214.2%--128.5%821.5% 4510.8%6618.4%9813.7%919.7%418.0%2325.7%1765.3%2719.3%720.0% 71.7%20.4%50.7%--30.6%10.9%12.4%10.7%38.3% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 132Page 132 Q4e Sewer Base Ethnicity (QD7) Caucasian/-White Latino/His-panic Af-America-n/Black AsianAmerican Mixed/Oth-er Too low Reasonable A little toohigh Somewhattoo high Much toohigh Not sure / NA Prefer not toanswer 343 180 35 91 55 10.2%-------- 14040.9%6737.1%1645.2%3639.3%2851.0% 4212.1%3720.3%616.7%2022.0%48.1% 4513.2%2715.1%412.1%1112.7%713.6% 4613.3%3217.7%25.0%1819.7%916.0% 6519.0%158.2%721.0%44.8%611.3% 41.3%31.6%--11.5%-- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 133Page 133 Q4f Water Base Overall Overall Satisfaction(Q1) Satisfied Dissatisfie-d Account Setup Year 2019 2017-18 2015-16 2010-14 2000-09 Before2000 Too low Reasonable A little toohigh Somewhattoo high Much toohigh Not sure / NA Prefer not toanswer 800 714 59 50 71 59 142 207 271 20.3%20.3%----------10.4%10.5% 28135.2%27338.2%59.3%1835.7%2332.6%1525.3%4834.0%7938.3%9836.1% 19224.0%18125.4%69.9%1224.0%2231.0%2135.0%4129.3%4220.3%5419.8% 15419.3%13619.1%916.1%1224.6%1723.6%813.1%2718.8%3717.9%5419.9% 15619.5%10915.3%3864.7%612.4%912.9%1525.3%2518.0%4521.8%5520.2% 141.7%111.6%--12.1%--11.3%--31.3%93.4% 10.1%10.1%--11.2%---------- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 134Page 134 Q4f Water Base Contacted District inPast 6 Months (Q7,8) Yes No Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Too low Reasonable A little toohigh Somewhattoo high Much toohigh Not sure / NA Prefer not toanswer 158 620 37 39 53 79 76 143 139 10.5%10.2%------11.7%----10.6% 4327.0%23237.4%1437.3%1744.7%2342.3%3139.8%3039.9%5739.5%4733.9% 3723.6%14924.1%718.9%922.3%917.6%2329.4%1013.1%3826.7%3021.3% 3119.7%12019.3%820.7%923.8%1223.4%1215.1%1925.3%2316.0%2618.4% 4528.5%10717.3%923.1%49.2%815.5%1012.3%1621.6%2416.9%3021.4% 10.7%101.6%------11.7%--10.9%64.5% --10.1%----11.2%-------- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 135Page 135 Q4f Water Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely/Ne-ver Don't recallreceiving it Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Too low Reasonable A little toohigh Somewhattoo high Much toohigh Not sure / NA Prefer not toanswer 176 163 51 406 46 82 120 153 267 --10.5%--10.3%--------20.8% 7542.4%5131.2%1936.4%13633.4%1531.5%3239.1%4940.9%4328.2%11342.3% 3821.5%4125.0%1427.9%9924.3%1122.9%2834.4%2823.5%3019.5%6022.7% 2815.6%3722.6%1019.7%7819.3%1224.9%1214.4%1613.6%3825.0%4918.3% 3318.9%3018.6%816.0%8420.6%919.4%78.4%2520.9%4126.7%3814.1% 31.5%32.1%--81.9%--33.7%11.1%10.7%51.9% ------10.2%11.3%-------- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 136Page 136 Q4f Water Base Hsld Members (QD3) 1 2 3 4 5 or more Taken Act ions t o Redu-ce Water Usage (Q19) Yes No Home OwnershipStatus (QD4) Own Rent/Livew/others Too low Reasonable A little toohigh Somewhattoo high Much toohigh Not sure / NA Prefer not toanswer 68 234 148 118 128 618 145 687 97 --20.9%------20.3%--20.3%-- 3551.0%8134.5%5537.4%5143.4%4132.1%21134.2%5739.4%24035.0%3738.6% 710.6%5222.1%4429.8%2823.7%3225.1%14924.2%3725.2%16824.5%2020.1% 1217.3%4920.9%2416.5%1714.5%2923.0%11819.1%2718.9%13820.1%1313.9% 1419.9%4619.8%2114.2%2218.4%2216.9%13021.0%1913.1%12518.2%2526.1% 11.2%41.8%32.1%--32.4%81.3%43.0%131.9%10.6% --------10.5%--10.4%--10.6% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 137Page 137 Q4f Water Base Gender (QD1) Male Female Home Type (QD6) Singlefamily Condo/Ot-her Service Address City Chula Vista El Cajon Jamul SpringValley Other C Too low Reasonable A little toohigh Somewhattoo high Much toohigh Not sure / NA Prefer not toanswer 419 360 714 44 510 88 26 140 36 10.2%10.4%20.3%--10.3%10.9%------ 15236.3%12334.2%25435.6%1738.1%15831.0%2831.8%622.7%8460.3%513.7% 9823.4%9125.3%17624.7%1022.6%12123.7%2023.0%1037.2%2618.6%1542.5% 8119.4%7119.6%13819.4%921.3%11422.4%1617.7%517.4%1611.7%411.2% 7918.8%6818.8%13318.6%715.0%10620.9%2325.7%622.7%128.4%924.3% 71.8%61.8%91.3%13.0%91.7%10.9%--11.0%38.3% 10.1%--10.1%--10.1%-------- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 138Page 138 Q4f Water Base Ethnicity (QD7) Caucasian/-White Latino/His-panic Af-America-n/Black AsianAmerican Mixed/Oth-er Too low Reasonable A little toohigh Somewhattoo high Much toohigh Not sure / NA Prefer not toanswer 343 180 35 91 55 20.6%-------- 13338.6%5631.1%1541.6%3538.3%2646.4% 7622.1%4826.4%926.9%1921.4%1424.5% 6719.5%4323.7%615.9%1718.8%712.0% 5817.0%3117.0%39.9%2021.5%916.4% 72.2%31.5%25.6%--00.8% --10.3%------ Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 139Page 139 Q5 Estimated water cost per gallon Base Overall Overall Satisfaction(Q1) Satisfied Dissatisfie-d Account Setup Year 2019 2017-18 2015-16 2010-14 2000-09 Before2000 $.0 $.01 (correct) $.02 to $.05 $.06 to $.10 $.11 to $.20 More than$.20 Not sure Prefer not toanswer 800 714 59 50 71 59 142 207 271 70.8%50.7%12.3%----23.0%10.9%10.6%20.8% 556.9%527.2%46.1%23.3%34.9%11.0%96.3%125.6%2910.7% 759.3%679.5%711.4%48.7%45.5%46.1%2014.1%2311.0%207.5% 303.8%283.9%34.5%35.0%22.4%35.2%64.3%84.0%93.3% 192.4%192.7%--23.2%10.9%34.3%74.7%31.6%51.7% 354.4%294.1%12.3%611.9%45.5%22.9%85.7%83.9%72.6% 53867.2%47967.1%3762.1%3467.9%5577.4%4271.9%8056.2%13967.1%18869.2% 415.1%344.8%711.3%--33.6%35.6%117.7%136.2%114.1% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 140Page 140 Q5 Estimated water cost per gallon Base Contacted District inPast 6 Months (Q7,8) Yes No Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore $.0 $.01 (correct) $.02 to $.05 $.06 to $.10 $.11 to $.20 More than$.20 Not sure Prefer not toanswer 158 620 37 39 53 79 76 143 139 10.7%60.9%----12.6%--11.0%31.9%21.3% 159.4%406.4%11.7%24.4%46.8%23.0%56.6%64.3%1510.8% 127.3%599.5%36.8%24.5%47.8%56.7%56.9%139.3%1813.2% 85.2%213.4%38.3%--58.8%22.5%11.8%117.8%42.9% 64.1%132.1%24.2%13.4%35.4%11.5%11.0%53.6%32.0% 138.5%223.5%13.8%01.1%59.5%33.3%67.9%43.1%85.5% 9761.4%42768.9%2362.3%3178.6%3159.0%6278.9%5572.4%9767.9%8359.7% 53.4%335.4%512.9%37.9%--34.2%22.3%32.2%74.7% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 141Page 141 Q5 Estimated water cost per gallon Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely/Ne-ver Don't recallreceiving it Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older $.0 $.01 (correct) $.02 to $.05 $.06 to $.10 $.11 to $.20 More than$.20 Not sure Prefer not toanswer 176 163 51 406 46 82 120 153 267 10.8%10.9%11.5%30.8%00.9%--11.1%31.7%20.8% 2212.7%95.4%48.8%204.8%36.4%44.9%118.8%148.9%166.1% 2011.3%148.9%36.3%379.1%36.7%1012.3%1814.7%149.0%197.2% 74.2%95.6%--143.4%11.7%77.9%64.9%63.9%93.4% 42.3%63.6%23.4%81.9%23.4%56.6%43.0%21.3%41.5% 52.7%95.6%12.7%194.8%35.8%45.3%1411.4%74.3%31.2% 10660.3%10866.0%3976.5%28469.8%3371.4%5161.8%6352.7%10166.1%20476.4% 105.6%74.0%00.8%225.4%23.8%11.1%43.4%74.8%93.3% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 142Page 142 Q5 Estimated water cost per gallon Base Hsld Members (QD3) 1 2 3 4 5 or more Taken Act ions t o Redu-ce Water Usage (Q19) Yes No Home OwnershipStatus (QD4) Own Rent/Livew/others $.0 $.01 (correct) $.02 to $.05 $.06 to $.10 $.11 to $.20 More than$.20 Not sure Prefer not toanswer 68 234 148 118 128 618 145 687 97 --20.7%21.3%32.6%--61.0%00.3%71.0%-- 12.0%198.3%95.9%75.5%118.5%436.9%106.6%456.6%55.4% 23.3%2510.7%1611.0%1412.1%118.8%558.9%1812.4%689.9%55.6% 69.5%41.5%85.3%65.3%43.3%243.9%42.9%294.2%21.8% 23.3%21.0%53.6%43.3%53.9%152.3%42.9%162.4%33.1% 12.0%93.7%42.4%87.1%86.6%284.6%74.6%294.2%66.2% 4972.5%16470.1%10067.5%7059.3%8465.6%41567.2%9766.7%46267.3%6870.6% 57.4%104.1%43.0%64.9%43.2%325.2%53.6%314.5%77.4% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 143Page 143 Q5 Estimated water cost per gallon Base Gender (QD1) Male Female Home Type (QD6) Singlefamily Condo/Ot-her Service Address City Chula Vista El Cajon Jamul SpringValley Other C $.0 $.01 (correct) $.02 to $.05 $.06 to $.10 $.11 to $.20 More than$.20 Not sure Prefer not toanswer 419 360 714 44 510 88 26 140 36 61.4%10.2%70.9%--50.9%21.8%--00.3%-- 358.3%174.7%476.6%37.9%306.0%77.5%26.0%118.0%515.2% 409.5%339.3%699.7%13.0%5210.3%55.7%28.4%149.9%13.4% 194.5%113.2%273.8%37.0%214.2%44.4%13.0%32.3%13.4% 112.5%92.5%182.5%12.6%61.3%55.8%13.0%43.0%37.9% 184.2%174.8%324.4%24.2%316.1%22.2%13.0%10.9%-- 26563.2%25972.0%48267.5%3068.7%33966.5%6068.6%2076.6%9668.3%2363.3% 266.3%123.5%334.6%36.6%254.8%44.0%--107.3%26.9% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 144Page 144 Q5 Estimated water cost per gallon Base Ethnicity (QD7) Caucasian/-White Latino/His-panic Af-America-n/Black AsianAmerican Mixed/Oth-er $.0 $.01 (correct) $.02 to $.05 $.06 to $.10 $.11 to $.20 More than$.20 Not sure Prefer not toanswer 343 180 35 91 55 51.4%10.3%------ 288.0%95.1%24.9%66.9%11.7% 277.8%2312.8%27.1%1011.0%47.7% 123.4%73.8%25.6%55.9%34.7% 133.9%10.8%13.4%--22.8% 113.1%137.0%25.0%32.9%47.3% 23769.1%11865.2%2673.9%6267.8%3970.6% 123.4%95.0%--55.5%35.3% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 145Page 145 Q6 Opinion of water value Base Overall Overall Satisfaction(Q1) Satisfied Dissatisfie-d Account Setup Year 2019 2017-18 2015-16 2010-14 2000-09 Before2000 Excellent Good Fair Poor Very poor Not sure Prefer not toanswer 800 714 59 50 71 59 142 207 271 23529.4%22531.6%59.1%1325.6%2027.9%1322.8%4128.8%7234.7%7628.1% 23829.8%22531.6%69.7%1326.5%2738.4%1524.9%3826.6%5426.2%9133.5% 19724.6%17124.0%1728.3%1530.3%1419.6%2338.3%3826.9%4722.6%6022.3% 648.0%425.9%1729.5%48.2%45.4%711.1%117.5%188.5%217.8% 192.3%101.4%914.9%--22.7%12.3%53.4%31.2%82.9% 364.5%304.2%46.3%47.1%34.1%00.6%85.8%115.5%103.7% 111.4%101.4%12.3%12.5%11.9%--11.0%31.3%51.7% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 146Page 146 Q6 Opinion of water value Base Contacted District inPast 6 Months (Q7,8) Yes No Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Excellent Good Fair Poor Very poor Not sure Prefer not toanswer 158 620 37 39 53 79 76 143 139 3622.8%19431.3%1540.8%821.9%2037.6%3038.1%2229.2%3625.1%4733.8% 4327.3%18730.2%925.4%1333.6%1425.8%2025.7%2633.8%5437.3%3726.3% 4427.9%14823.9%718.4%1230.5%1425.5%1924.5%1924.9%3222.5%2921.0% 149.1%487.8%26.1%01.1%24.3%34.2%79.2%139.3%1510.5% 84.8%101.6%11.7%--24.3%11.7%--53.6%42.6% 106.5%254.1%24.4%49.5%--34.2%22.8%32.1%74.8% 31.6%71.1%13.3%13.4%12.5%11.6%----11.0% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 147Page 147 Q6 Opinion of water value Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely/Ne-ver Don't recallreceiving it Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Excellent Good Fair Poor Very poor Not sure Prefer not toanswer 176 163 51 406 46 82 120 153 267 6537.0%4125.1%1326.2%11528.3%1021.9%2227.4%4033.4%4730.6%8030.0% 5028.1%5935.9%1427.0%11628.5%1226.2%2935.6%3226.4%4026.2%8933.5% 3821.4%4930.2%1529.4%9523.3%1532.1%2227.0%2722.5%3321.3%6825.4% 137.4%63.9%610.9%399.5%47.7%33.1%1311.1%138.3%155.5% 42.5%21.4%12.6%112.6%12.9%21.9%--117.1%41.3% 52.9%42.3%23.9%256.2%36.4%33.5%75.5%106.5%83.0% 10.8%21.2%--71.6%12.9%11.5%11.1%--31.3% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 148Page 148 Q6 Opinion of water value Base Hsld Members (QD3) 1 2 3 4 5 or more Taken Act ions t o Redu-ce Water Usage (Q19) Yes No Home OwnershipStatus (QD4) Own Rent/Livew/others Excellent Good Fair Poor Very poor Not sure Prefer not toanswer 68 234 148 118 128 618 145 687 97 2638.4%5724.3%4933.4%3328.2%4837.9%18930.6%3926.7%21030.6%2424.7% 1522.1%8435.7%5235.3%3328.0%3527.8%17428.1%5236.0%20629.9%3232.7% 1522.2%5824.6%3221.7%3328.4%2922.8%15925.6%3020.7%16624.2%2323.6% 812.1%166.7%106.8%119.0%86.1%508.1%128.0%517.5%1212.7% --73.1%10.9%10.8%21.5%121.9%42.7%152.2%10.6% 23.3%125.2%10.9%54.5%53.9%274.3%75.1%324.6%33.6% 11.8%10.3%10.9%11.0%--81.3%10.9%71.0%22.1% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 149Page 149 Q6 Opinion of water value Base Gender (QD1) Male Female Home Type (QD6) Singlefamily Condo/Ot-her Service Address City Chula Vista El Cajon Jamul SpringValley Other C Excellent Good Fair Poor Very poor Not sure Prefer not toanswer 419 360 714 44 510 88 26 140 36 13131.3%10027.8%22030.8%1022.9%15029.5%1922.1%932.4%4834.2%925.0% 12128.8%11331.3%21329.8%1535.2%15029.5%3033.7%829.9%4028.4%1028.7% 10023.8%9426.2%17524.5%1125.3%12324.1%2427.0%414.4%4028.5%718.6% 368.6%267.2%517.2%511.3%469.0%910.2%310.2%64.0%12.3% 102.5%71.9%142.0%13.0%102.0%----21.3%718.6% 153.5%174.7%324.5%12.3%224.3%56.2%310.2%53.7%13.4% 61.4%30.9%91.3%--91.7%10.9%13.0%--13.4% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 150Page 150 Q6 Opinion of water value Base Ethnicity (QD7) Caucasian/-White Latino/His-panic Af-America-n/Black AsianAmerican Mixed/Oth-er Excellent Good Fair Poor Very poor Not sure Prefer not toanswer 343 180 35 91 55 10530.7%6133.7%1028.7%2325.6%1833.6% 10831.4%4927.1%1338.5%2628.5%1528.1% 8324.3%4122.7%822.2%2224.3%1628.7% 216.0%126.4%26.8%1112.5%59.0% 123.4%31.6%--32.8%-- 123.6%115.9%13.8%44.8%00.7% 20.6%52.6%--11.5%-- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 151Page 151 Q7 Contact water District for water service in past 6 mos Base Overall Overall Satisfaction(Q1) Satisfied Dissatisfie-d Account Setup Year 2019 2017-18 2015-16 2010-14 2000-09 Before2000 Yes No Not sure Prefer not toanswer 101 89 7 29 14 9 18 11 20 7877.3%6876.5%791.7%2483.6%966.1%888.1%1479.3%873.0%1571.9% 1817.9%1718.6%18.3%310.1%431.6%17.1%315.0%327.0%422.0% 54.8%44.9%--26.3%02.3%04.8%15.8%--16.1% ------------------ Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 152Page 152 Q7 Contact water District for water service in past 6 mos Base Contacted District inPast 6 Months (Q7,8) Yes No Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Yes No Not sure Prefer not toanswer 78 18 8 7 11 11 10 17 17 78100.0%--562.7%688.4%770.7%874.5%880.9%1377.7%1481.9% --18100.0%219.6%06.1%329.3%325.5%112.7%316.7%214.5% ----117.7%05.5%----16.4%15.6%13.6% ------------------ Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 153Page 153 Q7 Contact water District for water service in past 6 mos Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely/Ne-ver Don't recallreceiving it Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Yes No Not sure Prefer not toanswer 17 26 5 52 16 18 23 13 22 1588.8%1869.1%5100.0%4077.1%1381.0%1579.4%1982.2%964.5%1673.5% 17.5%624.6%--918.0%317.0%315.2%312.5%432.4%521.7% 13.7%26.3%--34.9%02.0%15.4%15.3%03.1%14.7% ------------------ Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 154Page 154 Q7 Contact water District for water service in past 6 mos Base Hsld Members (QD3) 1 2 3 4 5 or more Taken Act ions t o Redu-ce Water Usage (Q19) Yes No Home OwnershipStatus (QD4) Own Rent/Livew/others Yes No Not sure Prefer not toanswer 7 17 22 15 29 73 22 72 28 683.8%1482.3%1985.8%1281.0%2068.0%6081.7%1569.0%5575.8%2280.2% --317.7%314.2%18.5%827.8%1013.6%627.4%1318.3%517.6% 116.2%----210.5%14.3%34.6%13.6%45.8%12.2% ------------------ Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 155Page 155 Q7 Contact water District for water service in past 6 mos Base Gender (QD1) Male Female Home Type (QD6) Singlefamily Condo/Ot-her Service Address City Chula Vista El Cajon Jamul SpringValley Other C Yes No Not sure Prefer not toanswer 47 51 85 11 64 11 3 17 6 3676.3%4078.1%6677.4%978.0%4976.9%989.3%254.5%1167.5%6100.0% 1021.2%714.6%1517.4%218.2%1320.2%17.1%118.2%422.5%-- 12.4%47.3%45.2%03.8%22.9%03.6%127.3%210.0%-- ------------------ Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 156Page 156 Q7 Contact water District for water service in past 6 mos Base Ethnicity (QD7) Caucasian/-White Latino/His-panic Af-America-n/Black AsianAmerican Mixed/Oth-er Yes No Not sure Prefer not toanswer 33 33 8 9 10 2679.8%2578.2%681.3%664.3%772.5% 514.7%515.8%118.7%335.7%216.7% 25.6%26.0%----110.7% ---------- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 157Page 157 Q8 Contact water District for a reason in past 6 mos Base Overall Overall Satisfaction(Q1) Satisfied Dissatisfie-d Account Setup Year 2019 2017-18 2015-16 2010-14 2000-09 Before2000 Yes No Not sure Prefer not toanswer 699 625 51 21 58 50 124 196 251 8011.4%6810.9%1223.1%418.9%1119.2%611.7%1411.0%157.5%3112.2% 60286.1%54286.8%3771.7%1781.1%4780.8%4486.7%10786.8%17187.6%21686.2% 141.9%142.2%------11.6%32.2%63.1%41.6% 30.5%10.1%35.2%--------31.8%-- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 158Page 158 Q8 Contact water District for a reason in past 6 mos Base Contacted District inPast 6 Months (Q7,8) Yes No Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Yes No Not sure Prefer not toanswer 80 602 29 32 43 67 66 127 122 80100.0%--413.9%12.4%614.5%1521.8%1015.1%129.5%1411.3% --602100.0%2481.5%2991.7%3685.5%5378.2%5684.9%11087.0%10384.0% ----14.6%25.9%------43.5%43.6% ----------------11.1% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 159Page 159 Q8 Contact water District for a reason in past 6 mos Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely/Ne-ver Don't recallreceiving it Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Yes No Not sure Prefer not toanswer 160 137 46 355 31 64 97 140 245 1710.6%1410.2%35.4%4713.1%826.0%811.9%1010.7%2618.3%218.6% 13987.3%12087.5%4291.2%30184.8%2269.7%5383.3%8587.1%11279.8%22089.7% 10.8%32.3%23.4%72.1%14.3%34.7%22.2%11.0%41.7% 21.3%------------11.0%-- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 160Page 160 Q8 Contact water District for a reason in past 6 mos Base Hsld Members (QD3) 1 2 3 4 5 or more Taken Act ions t o Redu-ce Water Usage (Q19) Yes No Home OwnershipStatus (QD4) Own Rent/Livew/others Yes No Not sure Prefer not toanswer 61 217 126 102 99 545 123 615 69 1016.2%2310.8%118.9%1110.7%1414.3%6511.8%1210.1%6711.0%912.4% 5183.8%19087.7%11087.3%9087.6%8081.2%46986.0%10685.7%53486.8%5985.7% --31.5%32.7%21.7%44.4%81.5%54.3%111.9%11.9% ----11.1%----30.6%--20.3%-- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 161Page 161 Q8 Contact water District for a reason in past 6 mos Base Gender (QD1) Male Female Home Type (QD6) Singlefamily Condo/Ot-her Service Address City Chula Vista El Cajon Jamul SpringValley Other C Yes No Not sure Prefer not toanswer 372 310 629 33 446 77 23 123 30 369.7%4012.8%7111.4%412.9%4810.8%1114.1%313.8%129.9%518.2% 32788.1%26284.8%54586.6%2987.1%38987.4%6381.8%2086.2%10887.8%2271.8% 82.2%51.7%111.7%--51.2%23.0%--32.3%310.0% --20.7%20.3%--30.6%11.0%------ Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 162Page 162 Q8 Contact water District for a reason in past 6 mos Base Ethnicity (QD7) Caucasian/-White Latino/His-panic Af-America-n/Black AsianAmerican Mixed/Oth-er Yes No Not sure Prefer not toanswer 310 148 27 82 45 3812.3%139.0%28.4%1012.6%511.5% 26585.5%13289.4%2591.6%6882.5%3985.5% 72.2%10.6%--33.3%12.9% --10.9%--11.6%-- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 163Page 163 Q9 Reason for contacting District Base Overall Overall Satisfaction(Q1) Satisfied Dissatisfie-d Account Setup Year 2019 2017-18 2015-16 2010-14 2000-09 Before2000 Water-relatedservice issue(leak, waterpressure,quality, etc.) Requeststart/stop ofservice Questionsabout billing-/payments Makepayment/Paybill Request apaymentextension orarrangement Serviceinterruptedfor non-payment Find out howto reduce bill 158 136 19 28 20 14 28 23 45 3924.9%3424.6%525.0%01.3%733.1%645.7%517.1%1042.7%1225.5% 2012.8%1813.3%29.4%1345.7%17.0%110.7%28.4%29.5%-- 4629.0%4029.2%527.8%931.9%526.7%324.3%517.9%418.7%1941.7% 2515.6%2417.6%--517.5%312.8%--827.8%312.5%714.5% 21.2%21.3%--------12.2%--12.7% 10.8%10.5%13.3%--13.1%----12.7%-- 84.8%32.4%422.9%--29.7%02.8%27.0%15.8%24.3% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 164Page 164 Q9 Reason for contacting District Base Contacted District inPast 6 Months (Q7,8) Yes No Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Water-relatedservice issue(leak, waterpressure,quality, etc.) Requeststart/stop ofservice Questionsabout billing-/payments Makepayment/Paybill Request apaymentextension orarrangement Serviceinterruptedfor non-payment Find out howto reduce bill 158 -9 7 14 23 18 25 28 3924.9%--335.9%227.0%537.6%417.3%317.1%519.6%621.7% 2012.8%--111.3%111.6%--29.6%29.2%624.8%517.8% 4629.0%--16.7%228.2%319.3%940.6%952.4%521.8%827.6% 2515.6%--332.6%118.0%217.5%519.5%318.9%624.2%25.9% 21.2%--16.7%06.1%---------- 10.8%------14.5%-------- 84.8%----19.0%214.3%15.8%----311.9% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 165Page 165 Q9 Reason for contacting District Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely/Ne-ver Don't recallreceiving it Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Water-relatedservice issue(leak, waterpressure,quality, etc.) Requeststart/stop ofservice Questionsabout billing-/payments Makepayment/Paybill Request apaymentextension orarrangement Serviceinterruptedfor non-payment Find out howto reduce bill 32 32 8 86 21 22 29 34 37 927.9%517.1%221.6%2327.1%418.2%415.9%621.9%926.9%925.6% 25.6%410.9%116.1%1415.9%525.2%940.7%26.2%13.6%26.4% 1134.5%1133.3%118.3%2326.3%420.8%521.6%828.6%1236.4%1233.1% 310.5%723.1%336.0%1112.9%419.4%28.9%620.9%515.6%615.2% 13.3%----10.9%----13.5%---- ------11.4%----12.1%11.8%-- 11.9%01.2%--77.6%16.5%12.8%14.6%01.1%410.5% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 166Page 166 Q9 Reason for contacting District Base Hsld Members (QD3) 1 2 3 4 5 or more Taken Act ions t o Redu-ce Water Usage (Q19) Yes No Home OwnershipStatus (QD4) Own Rent/Livew/others Water-relatedservice issue(leak, waterpressure,quality, etc.) Requeststart/stop ofservice Questionsabout billing-/payments Makepayment/Paybill Request apaymentextension orarrangement Serviceinterruptedfor non-payment Find out howto reduce bill 16 38 30 23 34 125 28 122 31 531.5%1129.9%828.4%522.3%823.1%3528.1%414.4%3529.1%412.7% --36.8%517.8%418.7%618.9%1411.6%517.3%1612.7%515.3% 422.4%1334.0%1033.7%835.7%618.7%4031.9%519.7%3932.1%414.5% 317.5%616.5%39.9%416.2%514.9%1814.3%724.8%1311.0%1136.7% ------12.6%01.2%11.0%----25.9% --11.6%----11.8%11.0%--10.5%12.0% 320.8%--13.3%--25.8%86.1%--75.7%12.0% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 167Page 167 Q9 Reason for contacting District Base Gender (QD1) Male Female Home Type (QD6) Singlefamily Condo/Ot-her Service Address City Chula Vista El Cajon Jamul SpringValley Other C Water-relatedservice issue(leak, waterpressure,quality, etc.) Requeststart/stop ofservice Questionsabout billing-/payments Makepayment/Paybill Request apaymentextension orarrangement Serviceinterruptedfor non-payment Find out howto reduce bill 72 79 137 13 97 20 5 23 12 1824.8%2024.8%3525.6%326.3%2424.7%630.2%06.2%521.8%432.2% 1014.5%810.6%1813.3%17.8%1414.2%316.9%--312.4%-- 2230.1%2329.2%4230.3%428.4%3132.3%524.5%471.9%624.4%-- 912.1%1518.3%2014.8%218.3%1414.5%419.0%--728.4%-- --22.3%21.3%--10.6%--115.7%01.8%-- --11.6%10.9%--11.3%-------- 45.9%34.2%75.1%14.8%77.4%01.9%------ Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 168Page 168 Q9 Reason for contacting District Base Ethnicity (QD7) Caucasian/-White Latino/His-panic Af-America-n/Black AsianAmerican Mixed/Oth-er Water-relatedservice issue(leak, waterpressure,quality, etc.) Requeststart/stop ofservice Questionsabout billing-/payments Makepayment/Paybill Request apaymentextension orarrangement Serviceinterruptedfor non-payment Find out howto reduce bill 64 39 9 16 12 1523.9%615.4%222.8%425.0%434.1% 812.4%615.9%04.9%211.4%213.2% 2030.6%1229.8%115.7%746.2%328.4% 913.6%717.1%449.5%18.3%214.2% 11.2%12.7%------ --11.6%----15.0% 23.0%513.5%------ Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 169Page 169 Q9 Reason for contacting District Base Overall Overall Satisfaction(Q1) Satisfied Dissatisfie-d Account Setup Year 2019 2017-18 2015-16 2010-14 2000-09 Before2000 Learn about/-Participate inrebateprogram Learn about/-Participate inwaterconservationprograms Learn about/-Participate ingardening/landscapingclasses Learn how toread yourmeter Boardmeetinginformation Other Change name,address onaccount 158 136 19 28 20 14 28 23 45 00.3%00.3%--------01.5%---- 31.8%32.1%--------310.2%---- ------------------ 42.5%32.2%15.0%--14.7%------36.6% ------------------ 53.4%43.0%16.6%--13.1%17.6%01.1%28.1%23.4% 21.4%21.7%------03.1%14.4%--11.4% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 170Page 170 Q9 Reason for contacting District Base Contacted District inPast 6 Months (Q7,8) Yes No Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Learn about/-Participate inrebateprogram Learn about/-Participate inwaterconservationprograms Learn about/-Participate ingardening/landscapingclasses Learn how toread yourmeter Boardmeetinginformation Other Change name,address onaccount 158 -9 7 14 23 18 25 28 00.3%---------------- 31.8%--------------310.3% ------------------ 42.5%--------------13.4% ------------------ 53.4%--16.7%--02.3%01.8%--15.5%-- 21.4%------14.5%12.7%--12.5%01.5% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 171Page 171 Q9 Reason for contacting District Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely/Ne-ver Don't recallreceiving it Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Learn about/-Participate inrebateprogram Learn about/-Participate inwaterconservationprograms Learn about/-Participate ingardening/landscapingclasses Learn how toread yourmeter Boardmeetinginformation Other Change name,address onaccount 32 32 8 86 21 22 29 34 37 01.3%---------------- --38.8%--------39.7%---- ------------------ 39.5%----11.1%------411.5%-- ------------------ 13.4%14.3%18.1%22.6%28.0%--01.1%11.8%37.5% 11.9%----21.9%--12.8%01.4%--11.7% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 172Page 172 Q9 Reason for contacting District Base Hsld Members (QD3) 1 2 3 4 5 or more Taken Act ions t o Redu-ce Water Usage (Q19) Yes No Home OwnershipStatus (QD4) Own Rent/Livew/others Learn about/-Participate inrebateprogram Learn about/-Participate inwaterconservationprograms Learn about/-Participate ingardening/landscapingclasses Learn how toread yourmeter Boardmeetinginformation Other Change name,address onaccount 16 38 30 23 34 125 28 122 31 ----------00.3%----01.4% --------38.4%--310.3%32.3%-- ------------------ --12.5%------10.8%--10.8%-- ------------------ 13.9%37.0%13.6%--13.1%43.1%25.6%43.1%25.0% 13.9%11.6%--01.8%11.8%21.5%01.5%21.9%-- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 173Page 173 Q9 Reason for contacting District Base Gender (QD1) Male Female Home Type (QD6) Singlefamily Condo/Ot-her Service Address City Chula Vista El Cajon Jamul SpringValley Other C Learn about/-Participate inrebateprogram Learn about/-Participate inwaterconservationprograms Learn about/-Participate ingardening/landscapingclasses Learn how toread yourmeter Boardmeetinginformation Other Change name,address onaccount 72 79 137 13 97 20 5 23 12 --00.5%----------01.8%-- 33.9%--32.1%----------324.6% ------------------ 34.2%--10.7%--------14.0%326.0% ------------------ 22.6%44.4%43.0%19.6%21.9%13.8%06.2%01.8%217.3% 10.9%22.1%21.6%--21.9%----01.8%-- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 174Page 174 Q9 Reason for contacting District Base Ethnicity (QD7) Caucasian/-White Latino/His-panic Af-America-n/Black AsianAmerican Mixed/Oth-er Learn about/-Participate inrebateprogram Learn about/-Participate inwaterconservationprograms Learn about/-Participate ingardening/landscapingclasses Learn how toread yourmeter Boardmeetinginformation Other Change name,address onaccount 64 39 9 16 12 ---------- 34.4%-------- ---------- 34.7%-------- ---------- 22.4%12.4%17.2%02.6%15.0% 11.6%11.6%--13.8%-- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 175Page 175 Q9 Reason for contacting District Base Overall Overall Satisfaction(Q1) Satisfied Dissatisfie-d Account Setup Year 2019 2017-18 2015-16 2010-14 2000-09 Before2000 Relocate Not sure Prefer not toanswer 158 136 19 28 20 14 28 23 45 10.9%11.0%--13.5%--03.1%------ 10.6%10.7%------02.8%12.2%---- ------------------ Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 176Page 176 Q9 Reason for contacting District Base Contacted District inPast 6 Months (Q7,8) Yes No Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Relocate Not sure Prefer not toanswer 158 -9 7 14 23 18 25 28 10.9%--------12.7%02.3%01.5%-- 10.6%---------------- ------------------ Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 177Page 177 Q9 Reason for contacting District Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely/Ne-ver Don't recallreceiving it Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Relocate Not sure Prefer not toanswer 32 32 8 86 21 22 29 34 37 --01.3%--11.2%--14.5%--01.2%-- ------11.2%01.8%12.8%------ ------------------ Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 178Page 178 Q9 Reason for contacting District Base Hsld Members (QD3) 1 2 3 4 5 or more Taken Act ions t o Redu-ce Water Usage (Q19) Yes No Home OwnershipStatus (QD4) Own Rent/Livew/others Relocate Not sure Prefer not toanswer 16 38 30 23 34 125 28 122 31 ----13.3%--01.2%--15.1%00.3%13.2% ------12.6%01.1%10.5%01.4%10.5%01.2% ------------------ Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 179Page 179 Q9 Reason for contacting District Base Gender (QD1) Male Female Home Type (QD6) Singlefamily Condo/Ot-her Service Address City Chula Vista El Cajon Jamul SpringValley Other C Relocate Not sure Prefer not toanswer 72 79 137 13 97 20 5 23 12 11.1%10.8%10.6%14.8%10.6%01.9%--01.8%-- --11.3%10.7%--10.6%01.9%------ ------------------ Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 180Page 180 Q9 Reason for contacting District Base Ethnicity (QD7) Caucasian/-White Latino/His-panic Af-America-n/Black AsianAmerican Mixed/Oth-er Relocate Not sure Prefer not toanswer 64 39 9 16 12 11.5%----02.6%-- 00.6%-------- ---------- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 181Page 181 Q10 Problem with water service Base Overall Overall Satisfaction(Q1) Satisfied Dissatisfie-d Account Setup Year 2019 2017-18 2015-16 2010-14 2000-09 Before2000 Water leak,broken pipe Brokensprinkler Unexpectedlyhigh bill Poor wat erquality, odor,taste Waterpressure Other (uniqueresponses) Not sure Prefer not toanswer 28 24 3 0 4 5 3 8 8 2069.1%1769.9%251.6%--369.8%469.4%272.1%564.5%674.9% 39.8%311.7%----133.6%111.7%----110.0% 413.5%29.4%136.2%--130.2%114.4%011.0%112.2%17.5% 25.5%13.3%123.5%------127.9%110.2%-- 311.6%313.8%----------342.7%-- 14.4%15.2%------------115.0% 12.7%13.2%--0100.0%--07.2%------ 12.2%12.6%------111.7%------ Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 182Page 182 Q10 Problem with water service Base Contacted District inPast 6 Months (Q7,8) Yes No Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Water leak,broken pipe Brokensprinkler Unexpectedlyhigh bill Poor wat erquality, odor,taste Waterpressure Other (uniqueresponses) Not sure Prefer not toanswer 28 -2 1 2 3 2 5 5 2069.1%--2100.0%150.0%133.2%3100.0%2100.0%360.0%350.4% 39.8%--168.5%----------111.7% 413.5%----------022.0%07.7%228.9% 25.5%--------------114.9% 311.6%------------240.0%125.5% 14.4%------166.8%-------- 12.7%---------------- 12.2%----150.0%---------- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 183Page 183 Q10 Problem with water service Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely/Ne-ver Don't recallreceiving it Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Water leak,broken pipe Brokensprinkler Unexpectedlyhigh bill Poor wat erquality, odor,taste Waterpressure Other (uniqueresponses) Not sure Prefer not toanswer 7 5 1 15 4 1 6 5 7 577.6%346.4%040.4%1175.4%257.8%1100.0%354.7%359.1%578.6% --115.1%159.6%18.9%135.7%------112.2% 114.5%06.9%--216.4%132.2%024.8%110.6%118.1%05.6% 111.4%114.2%--------113.4%115.1%-- --124.3%--213.0%----110.6%351.6%-- ------18.3%----121.3%---- 05.5%----02.5%010.1%-------- ------14.1%--------19.1% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 184Page 184 Q10 Problem with water service Base Hsld Members (QD3) 1 2 3 4 5 or more Taken Act ions t o Redu-ce Water Usage (Q19) Yes No Home OwnershipStatus (QD4) Own Rent/Livew/others Water leak,broken pipe Brokensprinkler Unexpectedlyhigh bill Poor wat erquality, odor,taste Waterpressure Other (uniqueresponses) Not sure Prefer not toanswer 4 7 7 4 5 25 3 25 3 244.3%682.5%686.1%08.0%588.3%1766.8%285.8%1767.0%387.2% --112.0%--115.9%125.5%15.7%150.4%15.7%145.4% 010.4%05.5%227.1%129.4%--313.6%014.2%415.0%-- 121.5%----120.2%--26.2%--26.2%-- ------134.5%237.2%313.0%--312.9%-- 134.1%--------14.9%--14.9%-- ----05.3%----13.0%--01.5%012.8% ----18.6%----12.4%--12.4%-- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 185Page 185 Q10 Problem with water service Base Gender (QD1) Male Female Home Type (QD6) Singlefamily Condo/Ot-her Service Address City Chula Vista El Cajon Jamul SpringValley Other C Water leak,broken pipe Brokensprinkler Unexpectedlyhigh bill Poor wat erquality, odor,taste Waterpressure Other (uniqueresponses) Not sure Prefer not toanswer 12 14 26 2 15 5 0 4 4 865.3%1068.5%1972.6%130.6%1278.5%349.8%0100.0%4100.0%122.2% --319.7%310.9%--213.2%------122.2% 15.5%322.2%415.0%--14.2%121.1%0100.0%122.5%122.2% --211.1%13.1%138.8%--229.1%------ 326.4%--312.9%--322.2%-------- 19.9%--14.8%----------133.3% 16.1%--01.5%----114.1%------ --14.4%--130.6%14.2%-------- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 186Page 186 Q10 Problem with water service Base Ethnicity (QD7) Caucasian/-White Latino/His-panic Af-America-n/Black AsianAmerican Mixed/Oth-er Water leak,broken pipe Brokensprinkler Unexpectedlyhigh bill Poor wat erquality, odor,taste Waterpressure Other (uniqueresponses) Not sure Prefer not toanswer 10 4 2 1 4 883.8%358.4%2100.0%--242.4% 18.3%113.9%------ 216.9%------131.6% 17.9%------118.8% --113.9%168.5%1100.0%-- --------129.8% ---------- --113.9%------ Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 187Page 187 Q11 Problem involved sending a Water District representative Base Overall Overall Satisfaction(Q1) Satisfied Dissatisfie-d Account Setup Year 2019 2017-18 2015-16 2010-14 2000-09 Before2000 Yes No Not sure Prefer not toanswer 28 24 3 0 4 5 3 8 8 1035.8%728.6%388.6%--245.7%236.8%258.7%335.5%224.4% 1761.5%1668.1%011.4%0100.0%254.3%363.2%013.5%564.5%675.6% ------------------ 12.8%13.3%--------127.9%---- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 188Page 188 Q11 Problem involved sending a Water District representative Base Contacted District inPast 6 Months (Q7,8) Yes No Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Yes No Not sure Prefer not toanswer 28 -2 1 2 3 2 5 5 1035.8%----150.0%--129.4%--479.6%355.5% 1761.5%--2100.0%150.0%2100.0%270.6%2100.0%120.4%244.5% ------------------ 12.8%---------------- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 189Page 189 Q11 Problem involved sending a Water District representative Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely/Ne-ver Don't recallreceiving it Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Yes No Not sure Prefer not toanswer 7 5 1 15 4 1 6 5 7 454.2%349.8%159.6%320.5%132.2%1100.0%234.6%240.9%228.9% 234.4%350.2%040.4%1279.5%367.8%--465.4%244.0%571.1% ------------------ 111.4%------------115.1%-- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 190Page 190 Q11 Problem involved sending a Water District representative Base Hsld Members (QD3) 1 2 3 4 5 or more Taken Act ions t o Redu-ce Water Usage (Q19) Yes No Home OwnershipStatus (QD4) Own Rent/Livew/others Yes No Not sure Prefer not toanswer 4 7 7 4 5 25 3 25 3 117.0%345.3%227.1%4100.0%111.7%1038.6%014.2%1037.5%120.9% 261.5%454.7%572.9%--588.3%1558.3%285.8%1559.4%279.1% ------------------ 121.5%--------13.1%--13.1%-- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 191Page 191 Q11 Problem involved sending a Water District representative Base Gender (QD1) Male Female Home Type (QD6) Singlefamily Condo/Ot-her Service Address City Chula Vista El Cajon Jamul SpringValley Other C Yes No Not sure Prefer not toanswer 12 14 26 2 15 5 0 4 4 541.7%535.0%1037.3%130.6%638.9%243.2%0100.0%122.5%122.2% 758.3%859.5%1662.7%130.6%961.1%242.2%--377.5%377.8% ------------------ --15.5%--138.8%--114.6%------ Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 192Page 192 Q11 Problem involved sending a Water District representative Base Ethnicity (QD7) Caucasian/-White Latino/His-panic Af-America-n/Black AsianAmerican Mixed/Oth-er Yes No Not sure Prefer not toanswer 10 4 2 1 4 330.4%255.5%--1100.0%127.8% 661.7%244.5%2100.0%--372.2% ---------- 17.9%-------- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 193Page 193 Q12a Arrive in a timely manner Base Overall Overall Satisfaction(Q1) Satisfied Dissatisfie-d Account Setup Year 2019 2017-18 2015-16 2010-14 2000-09 Before2000 Yes No Not sure Prefer not toanswer 10 7 3 -2 2 2 3 2 657.8%462.4%254.6%--166.2%148.6%018.8%151.1%2100.0% ------------------ 219.2%19.0%145.4%--133.8%--181.2%---- 223.0%228.6%------151.4%--148.9%-- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 194Page 194 Q12a Arrive in a timely manner Base Contacted District inPast 6 Months (Q7,8) Yes No Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Yes No Not sure Prefer not toanswer 10 --1 -1 -4 3 657.8%----1100.0%--1100.0%--240.0%278.9% ------------------ 219.2%------------115.8%-- 223.0%------------244.1%121.1% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 195Page 195 Q12a Arrive in a timely manner Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely/Ne-ver Don't recallreceiving it Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Yes No Not sure Prefer not toanswer 4 3 1 3 1 1 2 2 2 264.1%128.6%--387.7%1100.0%1100.0%169.4%136.9%131.5% ------------------ 135.9%122.5%--------130.6%--168.5% --148.9%1100.0%012.3%------163.1%-- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 196Page 196 Q12a Arrive in a timely manner Base Hsld Members (QD3) 1 2 3 4 5 or more Taken Act ions t o Redu-ce Water Usage (Q19) Yes No Home OwnershipStatus (QD4) Own Rent/Livew/others Yes No Not sure Prefer not toanswer 1 3 2 4 1 10 0 10 1 1100.0%257.0%148.6%249.6%1100.0%556.2%0100.0%661.5%-- ------------------ --143.0%131.9%----220.0%--114.0%1100.0% ----019.6%250.4%--223.9%--224.4%-- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 197Page 197 Q12a Arrive in a timely manner Base Gender (QD1) Male Female Home Type (QD6) Singlefamily Condo/Ot-her Service Address City Chula Vista El Cajon Jamul SpringValley Other C Yes No Not sure Prefer not toanswer 5 5 10 1 6 2 0 1 1 236.8%479.9%555.1%1100.0%232.1%283.7%0100.0%1100.0%1100.0% ------------------ 237.5%--220.5%--233.9%-------- 125.7%120.1%224.4%--233.9%016.3%------ Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 198Page 198 Q12a Arrive in a timely manner Base Ethnicity (QD7) Caucasian/-White Latino/His-panic Af-America-n/Black AsianAmerican Mixed/Oth-er Yes No Not sure Prefer not toanswer 3 2 -1 1 387.5%150.0%----1100.0% ---------- --125.0%------ 012.5%125.0%--1100.0%-- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 199Page 199 Q12b Accurately assess the problem Base Overall Overall Satisfaction(Q1) Satisfied Dissatisfie-d Account Setup Year 2019 2017-18 2015-16 2010-14 2000-09 Before2000 Yes No Not sure Prefer not toanswer 10 7 3 -2 2 2 3 2 655.7%571.4%126.5%--020.8%280.4%018.8%151.1%2100.0% ------------------ 331.1%19.0%273.5%--179.2%019.6%181.2%---- 113.2%119.6%----------148.9%-- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 200Page 200 Q12b Accurately assess the problem Base Contacted District inPast 6 Months (Q7,8) Yes No Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Yes No Not sure Prefer not toanswer 10 --1 -1 -4 3 655.7%----1100.0%--1100.0%--240.0%271.6% ------------------ 331.1%------------125.6%128.4% 113.2%------------134.4%-- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 201Page 201 Q12b Accurately assess the problem Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely/Ne-ver Don't recallreceiving it Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Yes No Not sure Prefer not toanswer 4 3 1 3 1 1 2 2 2 264.1%128.6%1100.0%260.7%031.4%1100.0%169.4%136.9%131.5% ------------------ 135.9%122.5%--139.3%168.6%--130.6%--168.5% --148.9%----------163.1%-- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 202Page 202 Q12b Accurately assess the problem Base Hsld Members (QD3) 1 2 3 4 5 or more Taken Act ions t o Redu-ce Water Usage (Q19) Yes No Home OwnershipStatus (QD4) Own Rent/Livew/others Yes No Not sure Prefer not toanswer 1 3 2 4 1 10 0 10 1 1100.0%257.0%148.6%244.1%1100.0%554.0%0100.0%659.3%-- ------------------ --143.0%151.4%121.4%--332.3%--326.7%1100.0% ------134.5%--113.7%--114.0%-- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 203Page 203 Q12b Accurately assess the problem Base Gender (QD1) Male Female Home Type (QD6) Singlefamily Condo/Ot-her Service Address City Chula Vista El Cajon Jamul SpringValley Other C Yes No Not sure Prefer not toanswer 5 5 10 1 6 2 0 1 1 236.8%475.6%552.8%1100.0%242.8%283.7%0100.0%1100.0%-- ------------------ 237.5%124.4%333.1%--233.9%016.3%----1100.0% 125.7%--114.0%--123.2%-------- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 204Page 204 Q12b Accurately assess the problem Base Ethnicity (QD7) Caucasian/-White Latino/His-panic Af-America-n/Black AsianAmerican Mixed/Oth-er Yes No Not sure Prefer not toanswer 3 2 -1 1 387.5%275.0%----1100.0% ---------- 012.5%125.0%------ ------1100.0%-- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 205Page 205 Q12c Clearly explain the nature of the problem, how it can be fixed Base Overall Overall Satisfaction(Q1) Satisfied Dissatisfie-d Account Setup Year 2019 2017-18 2015-16 2010-14 2000-09 Before2000 Yes No Not sure Prefer not toanswer 10 7 3 -2 2 2 3 2 444.0%459.9%----020.8%2100.0%018.8%122.5%161.2% 326.9%19.0%271.9%--133.8%--181.2%128.6%-- 18.1%--128.1%--145.4%-------- 220.9%231.1%----------148.9%138.8% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 206Page 206 Q12c Clearly explain the nature of the problem, how it can be fixed Base Contacted District inPast 6 Months (Q7,8) Yes No Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Yes No Not sure Prefer not toanswer 10 --1 -1 -4 3 444.0%----1100.0%------249.7%144.7% 326.9%------------115.8%126.9% 18.1%--------------128.4% 220.9%--------1100.0%--134.4%-- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 207Page 207 Q12c Clearly explain the nature of the problem, how it can be fixed Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely/Ne-ver Don't recallreceiving it Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Yes No Not sure Prefer not toanswer 4 3 1 3 1 1 2 2 2 243.2%--1100.0%273.1%031.4%1100.0%130.6%--131.5% 135.9%151.1%--------169.4%--168.5% ------126.9%168.6%-------- 121.0%148.9%----------2100.0%-- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 208Page 208 Q12c Clearly explain the nature of the problem, how it can be fixed Base Hsld Members (QD3) 1 2 3 4 5 or more Taken Act ions t o Redu-ce Water Usage (Q19) Yes No Home OwnershipStatus (QD4) Own Rent/Livew/others Yes No Not sure Prefer not toanswer 1 3 2 4 1 10 0 10 1 1100.0%131.9%168.1%123.9%1100.0%441.9%0100.0%446.9%-- --143.0%131.9%120.2%--328.0%--222.2%1100.0% ------121.4%--18.5%--18.7%-- --125.1%--134.5%--221.7%--222.2%-- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 209Page 209 Q12c Clearly explain the nature of the problem, how it can be fixed Base Gender (QD1) Male Female Home Type (QD6) Singlefamily Condo/Ot-her Service Address City Chula Vista El Cajon Jamul SpringValley Other C Yes No Not sure Prefer not toanswer 5 5 10 1 6 2 0 1 1 236.8%351.6%440.4%1100.0%242.8%132.6%0100.0%1100.0%-- 237.5%115.8%328.7%--233.9%133.7%------ --116.7%18.7%----------1100.0% 125.7%115.8%222.2%--123.2%133.7%------ Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 210Page 210 Q12c Clearly explain the nature of the problem, how it can be fixed Base Ethnicity (QD7) Caucasian/-White Latino/His-panic Af-America-n/Black AsianAmerican Mixed/Oth-er Yes No Not sure Prefer not toanswer 3 2 -1 1 274.1%275.0%----032.6% --125.0%----167.4% ---------- 125.9%----1100.0%-- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 211Page 211 Q13 Issue resolved in a timely manner Base Overall Overall Satisfaction(Q1) Satisfied Dissatisfie-d Account Setup Year 2019 2017-18 2015-16 2010-14 2000-09 Before2000 Resolvedwith singlecontact Multiplecontactsrequired Issue was notresolved Not sure Prefer not toanswer 158 136 19 28 20 14 28 23 45 10969.0%10275.1%525.9%2485.7%1155.4%856.7%2175.3%1458.9%3169.5% 2012.7%1511.0%420.4%12.2%315.4%321.6%310.0%521.5%612.5% 2213.9%1410.1%843.2%15.1%629.2%321.7%414.7%29.2%512.0% 64.1%43.3%210.5%14.7%------210.3%36.0% 10.4%10.5%--12.2%---------- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 212Page 212 Q13 Issue resolved in a timely manner Base Contacted District inPast 6 Months (Q7,8) Yes No Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Resolvedwith singlecontact Multiplecontactsrequired Issue was notresolved Not sure Prefer not toanswer 158 -9 7 14 23 18 25 28 10969.0%--886.5%575.9%962.4%1563.8%1054.8%2081.0%1866.5% 2012.7%----19.0%213.5%210.8%420.3%26.5%413.3% 2213.9%--16.7%115.1%319.6%625.4%213.1%01.7%620.3% 64.1%------14.5%--211.9%310.8%-- 10.4%--16.7%------------ Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 213Page 213 Q13 Issue resolved in a timely manner Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely/Ne-ver Don't recallreceiving it Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Resolvedwith singlecontact Multiplecontactsrequired Issue was notresolved Not sure Prefer not toanswer 32 32 8 86 21 22 29 34 37 2785.3%2576.7%455.9%5361.3%1675.4%1777.7%2482.5%1956.6%2568.1% 38.0%410.9%220.3%1214.4%29.0%12.8%26.3%719.1%513.5% 26.7%14.4%18.1%1820.5%315.5%210.7%311.2%618.1%513.1% --38.0%115.7%33.1%--16.0%--26.2%25.3% ------10.7%--12.8%------ Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 214Page 214 Q13 Issue resolved in a timely manner Base Hsld Members (QD3) 1 2 3 4 5 or more Taken Act ions t o Redu-ce Water Usage (Q19) Yes No Home OwnershipStatus (QD4) Own Rent/Livew/others Resolvedwith singlecontact Multiplecontactsrequired Issue was notresolved Not sure Prefer not toanswer 16 38 30 23 34 125 28 122 31 959.3%2566.5%2478.8%1876.6%2266.5%7963.5%2588.8%7763.3%2788.3% 29.9%615.9%414.7%15.8%514.6%1814.7%26.4%1814.8%14.3% 530.8%514.1%14.5%311.9%514.9%2116.5%14.8%2016.6%25.4% --13.6%12.1%15.7%14.0%64.8%--65.3%-- ----------10.5%----12.0% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 215Page 215 Q13 Issue resolved in a timely manner Base Gender (QD1) Male Female Home Type (QD6) Singlefamily Condo/Ot-her Service Address City Chula Vista El Cajon Jamul SpringValley Other C Resolvedwith singlecontact Multiplecontactsrequired Issue was notresolved Not sure Prefer not toanswer 72 79 137 13 97 20 5 23 12 4968.0%5771.3%9266.7%1184.2%6465.5%1781.1%471.9%1669.3%975.0% 1013.5%89.5%2014.3%--1111.0%15.6%112.3%623.6%217.9% 1013.7%1214.6%1914.2%215.8%1717.5%29.5%115.7%15.3%17.1% 34.8%33.8%64.4%--55.4%13.8%--01.8%-- --10.8%10.4%--10.6%-------- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 216Page 216 Q13 Issue resolved in a timely manner Base Ethnicity (QD7) Caucasian/-White Latino/His-panic Af-America-n/Black AsianAmerican Mixed/Oth-er Resolvedwith singlecontact Multiplecontactsrequired Issue was notresolved Not sure Prefer not toanswer 64 39 9 16 12 4875.2%2565.5%779.5%1064.7%759.6% 69.1%615.4%--214.8%219.4% 812.4%614.6%220.5%212.2%216.0% 23.3%24.5%--18.3%15.0% ---------- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 217Page 217 Q14 Satisfaction with issue resolved Base Overall Overall Satisfaction(Q1) Satisfied Dissatisfie-d Account Setup Year 2019 2017-18 2015-16 2010-14 2000-09 Before2000 Yes No Not sure Prefer not toanswer 158 136 19 28 20 14 28 23 45 11975.4%11382.8%318.0%2693.5%1363.1%1077.2%2278.3%1462.9%3373.8% 2616.7%1410.5%1264.5%15.1%525.6%217.2%516.9%625.9%714.9% 95.9%75.1%212.5%--16.6%15.6%14.8%15.8%510.0% 32.0%21.6%15.0%01.3%14.7%----15.4%11.4% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 218Page 218 Q14 Satisfaction with issue resolved Base Contacted District inPast 6 Months (Q7,8) Yes No Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Yes No Not sure Prefer not toanswer 158 -9 7 14 23 18 25 28 11975.4%--771.9%684.9%1071.4%1773.2%1582.5%2392.9%1866.5% 2616.7%--328.1%115.1%319.6%416.9%14.4%01.7%827.9% 95.9%------19.0%29.9%29.6%15.4%12.2% 32.0%----------13.5%--13.4% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 219Page 219 Q14 Satisfaction with issue resolved Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely/Ne-ver Don't recallreceiving it Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Yes No Not sure Prefer not toanswer 32 32 8 86 21 22 29 34 37 2578.5%2577.3%794.5%6271.9%1679.6%1986.5%2790.7%2366.1%2567.7% 515.3%310.6%05.5%1820.4%418.5%27.5%39.3%927.3%514.0% 26.2%412.1%--34.0%--16.0%--13.9%513.2% ------33.7%01.8%----12.7%25.0% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 220Page 220 Q14 Satisfaction with issue resolved Base Hsld Members (QD3) 1 2 3 4 5 or more Taken Act ions t o Redu-ce Water Usage (Q19) Yes No Home OwnershipStatus (QD4) Own Rent/Livew/others Yes No Not sure Prefer not toanswer 16 38 30 23 34 125 28 122 31 954.4%2668.9%2688.1%1981.6%2779.1%8871.0%2591.8%8670.4%2891.4% 636.9%514.1%27.8%26.9%720.9%2620.8%--2419.7%27.4% 16.3%49.6%14.1%311.5%--75.6%28.2%97.3%01.2% 02.4%37.4%------32.5%--32.6%-- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 221Page 221 Q14 Satisfaction with issue resolved Base Gender (QD1) Male Female Home Type (QD6) Singlefamily Condo/Ot-her Service Address City Chula Vista El Cajon Jamul SpringValley Other C Yes No Not sure Prefer not toanswer 72 79 137 13 97 20 5 23 12 5373.9%6277.8%10375.1%973.7%7071.9%1679.2%368.5%2084.9%1082.1% 1014.2%1619.7%2216.1%326.3%2020.1%313.4%231.5%27.1%17.1% 68.8%22.5%96.5%--77.4%15.6%--14.0%-- 23.1%--32.3%--10.6%01.9%--14.0%110.7% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 222Page 222 Q14 Satisfaction with issue resolved Base Ethnicity (QD7) Caucasian/-White Latino/His-panic Af-America-n/Black AsianAmerican Mixed/Oth-er Yes No Not sure Prefer not toanswer 64 39 9 16 12 5382.4%2975.2%779.5%1379.5%867.5% 813.1%922.3%220.5%13.8%327.4% 23.6%11.6%--316.7%15.0% 11.0%01.0%------ Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 223Page 223 Q15a Your ability to reach a service representative Base Overall Overall Satisfaction(Q1) Satisfied Dissatisfie-d Account Setup Year 2019 2017-18 2015-16 2010-14 2000-09 Before2000 Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 158 136 19 28 20 14 28 23 45 9559.9%8864.9%524.9%2279.2%1366.7%855.5%1658.4%1041.6%2656.5% 3622.8%3022.3%525.5%39.6%420.4%215.7%723.6%1045.2%1022.2% 74.1%42.9%313.8%12.2%16.2%319.7%13.6%12.7%00.8% 116.8%53.9%528.7%12.8%--19.1%39.6%27.9%49.3% 95.9%75.4%17.2%26.2%16.6%--14.8%12.7%49.4% 10.5%10.6%------------11.7% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 224Page 224 Q15a Your ability to reach a service representative Base Contacted District inPast 6 Months (Q7,8) Yes No Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 158 -9 7 14 23 18 25 28 9559.9%--441.5%569.8%859.3%1462.2%1055.1%1767.8%1968.6% 3622.8%--330.4%115.1%218.1%520.1%633.9%416.2%416.0% 74.1%--------12.7%17.5%14.0%27.8% 116.8%--16.7%115.1%319.6%--13.5%01.2%27.6% 95.9%--221.3%--03.1%315.0%--310.8%-- 10.5%---------------- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 225Page 225 Q15a Your ability to reach a service representative Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely/Ne-ver Don't recallreceiving it Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 32 32 8 86 21 22 29 34 37 1961.2%2063.2%568.8%5057.4%1361.0%1881.8%2069.6%2059.2%1746.2% 516.7%824.0%220.3%2124.8%526.1%16.1%619.2%925.3%1025.7% 01.2%11.9%--66.4%29.0%--14.6%25.7%12.0% 25.1%24.8%05.5%78.3%01.8%--26.7%37.5%411.0% 413.4%26.1%05.5%33.1%02.0%312.1%--12.3%512.9% 12.5%--------------12.1% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 226Page 226 Q15a Your ability to reach a service representative Base Hsld Members (QD3) 1 2 3 4 5 or more Taken Act ions t o Redu-ce Water Usage (Q19) Yes No Home OwnershipStatus (QD4) Own Rent/Livew/others Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 16 38 30 23 34 125 28 122 31 741.6%1950.7%2066.4%1357.8%2367.5%6653.3%2383.0%6654.4%2477.2% 529.9%1129.7%722.5%627.2%413.0%3527.9%14.5%3226.2%413.1% --12.6%01.3%13.5%39.7%75.2%--65.0%01.4% 215.0%25.6%39.9%14.0%25.8%108.3%--107.8%12.0% 213.5%39.2%--27.5%14.0%75.3%39.7%76.0%26.4% --12.1%--------12.8%10.6%-- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 227Page 227 Q15a Your ability to reach a service representative Base Gender (QD1) Male Female Home Type (QD6) Singlefamily Condo/Ot-her Service Address City Chula Vista El Cajon Jamul SpringValley Other C Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 72 79 137 13 97 20 5 23 12 4257.7%4861.0%8159.1%753.6%5455.9%1469.6%240.4%1670.2%764.3% 2129.5%1316.6%3223.5%326.3%2323.3%313.4%237.7%522.7%328.6% 33.8%34.3%64.4%--54.6%13.7%--01.8%17.1% 56.3%67.8%96.6%19.6%88.7%15.7%06.2%13.6%-- 22.7%79.3%85.8%110.5%77.5%13.8%115.7%01.8%-- --11.0%10.6%----13.8%------ Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 228Page 228 Q15a Your ability to reach a service representative Base Ethnicity (QD7) Caucasian/-White Latino/His-panic Af-America-n/Black AsianAmerican Mixed/Oth-er Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 64 39 9 16 12 4163.5%2359.9%665.1%956.4%652.2% 1218.7%717.5%115.6%531.4%542.7% 34.2%25.0%17.2%---- 45.7%49.6%04.9%13.8%15.0% 46.6%38.0%17.2%18.3%-- 11.2%-------- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 229Page 229 Q15b The courtesy of the service representative Base Overall Overall Satisfaction(Q1) Satisfied Dissatisfie-d Account Setup Year 2019 2017-18 2015-16 2010-14 2000-09 Before2000 Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 158 136 19 28 20 14 28 23 45 10365.3%9569.8%632.4%2381.8%1574.4%965.3%1658.6%1253.7%2860.9% 3018.7%2417.4%529.0%27.0%312.8%325.6%726.2%522.5%920.0% 32.0%10.6%212.7%--14.1%14.5%12.8%12.7%00.7% 95.4%53.7%418.8%12.8%02.1%14.5%14.8%29.2%37.3% 138.1%118.0%17.2%28.4%16.6%--27.6%311.9%49.4% 10.5%10.6%------------11.7% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 230Page 230 Q15b The courtesy of the service representative Base Contacted District inPast 6 Months (Q7,8) Yes No Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 158 -9 7 14 23 18 25 28 10365.3%--439.3%684.9%859.3%1772.2%1265.0%1768.7%2174.7% 3018.7%--332.6%--218.1%210.1%527.2%314.0%39.9% 32.0%--16.7%--------01.2%13.0% 95.4%----115.1%319.6%--13.5%--312.5% 138.1%--221.3%--03.1%417.6%14.4%416.1%-- 10.5%---------------- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 231Page 231 Q15b The courtesy of the service representative Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely/Ne-ver Don't recallreceiving it Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 32 32 8 86 21 22 29 34 37 1960.0%2268.8%681.0%5664.5%1677.6%1880.5%2172.3%2263.3%2053.4% 516.0%516.2%113.5%1821.1%312.5%14.7%723.1%720.2%718.5% 12.5%24.8%--11.0%14.0%----14.1%00.8% 13.1%----88.8%13.9%--14.6%13.9%410.2% 515.9%310.2%05.5%44.7%02.0%314.9%--38.5%615.0% 12.5%--------------12.1% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 232Page 232 Q15b The courtesy of the service representative Base Hsld Members (QD3) 1 2 3 4 5 or more Taken Act ions t o Redu-ce Water Usage (Q19) Yes No Home OwnershipStatus (QD4) Own Rent/Livew/others Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 16 38 30 23 34 125 28 122 31 745.3%2463.6%2170.9%1562.5%2368.8%7660.8%2279.8%7359.7%2581.7% 316.3%923.1%621.3%416.8%515.2%2822.3%14.9%2722.0%38.6% 18.9%----14.9%--32.5%--32.1%12.0% 211.1%12.1%27.8%12.6%37.9%96.9%--86.7%01.4% 318.4%39.2%--313.3%38.1%97.5%312.5%118.9%26.4% --12.1%--------12.8%10.6%-- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 233Page 233 Q15b The courtesy of the service representative Base Gender (QD1) Male Female Home Type (QD6) Singlefamily Condo/Ot-her Service Address City Chula Vista El Cajon Jamul SpringValley Other C Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 72 79 137 13 97 20 5 23 12 4461.2%5467.5%9065.3%758.4%6061.9%1467.6%240.4%1979.6%871.4% 1825.2%1113.5%2619.0%215.3%2020.6%211.4%121.9%415.1%221.4% 00.4%33.6%21.3%111.0%11.3%13.8%06.2%--17.1% 67.7%33.2%85.5%14.8%76.8%15.7%--13.6%-- 45.4%911.2%118.4%110.5%99.5%27.7%231.5%01.8%-- --11.0%10.6%----13.8%------ Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 234Page 234 Q15b The courtesy of the service representative Base Ethnicity (QD7) Caucasian/-White Latino/His-panic Af-America-n/Black AsianAmerican Mixed/Oth-er Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 64 39 9 16 12 4671.4%2359.0%668.7%1060.9%1079.8% 913.3%1024.6%03.6%214.8%215.2% 11.7%------15.0% 23.3%38.5%220.5%13.8%-- 69.1%38.0%17.2%320.5%-- 11.2%-------- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 235Page 235 Q15c The knowledge and expertise of the service representative Base Overall Overall Satisfaction(Q1) Satisfied Dissatisfie-d Account Setup Year 2019 2017-18 2015-16 2010-14 2000-09 Before2000 Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 158 136 19 28 20 14 28 23 45 9057.0%8662.8%419.5%2276.5%1157.0%755.2%1657.5%939.1%2554.3% 2817.7%2518.3%29.5%310.8%420.4%18.7%28.4%835.8%920.1% 106.4%75.5%313.8%--16.2%324.3%27.2%28.5%23.4% 116.9%43.0%736.2%14.3%13.1%19.1%39.6%13.4%49.7% 1811.5%139.7%420.9%28.4%313.3%02.8%517.3%313.3%510.7% 10.5%10.6%------------11.7% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 236Page 236 Q15c The knowledge and expertise of the service representative Base Contacted District inPast 6 Months (Q7,8) Yes No Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 158 -9 7 14 23 18 25 28 9057.0%--448.2%569.8%962.4%1667.3%1266.1%1351.0%1657.8% 2817.7%--219.2%06.1%213.6%417.7%213.3%623.5%413.4% 106.4%------14.5%--212.8%12.5%414.8% 116.9%--16.7%224.1%319.6%----12.9%27.6% 1811.5%--225.9%----315.0%17.9%520.1%26.3% 10.5%---------------- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 237Page 237 Q15c The knowledge and expertise of the service representative Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely/Ne-ver Don't recallreceiving it Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 32 32 8 86 21 22 29 34 37 1856.8%1856.5%794.5%4754.0%1364.2%1673.6%1963.3%1956.5%1644.2% 413.1%721.5%05.5%1619.1%316.4%15.0%414.6%618.1%822.4% 12.5%25.7%--78.6%16.0%--310.8%412.9%11.7% 13.1%14.2%--99.9%01.8%14.7%26.7%38.0%39.3% 722.1%412.1%--78.4%211.5%416.8%14.6%24.6%820.3% 12.5%--------------12.1% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 238Page 238 Q15c The knowledge and expertise of the service representative Base Hsld Members (QD3) 1 2 3 4 5 or more Taken Act ions t o Redu-ce Water Usage (Q19) Yes No Home OwnershipStatus (QD4) Own Rent/Livew/others Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 16 38 30 23 34 125 28 122 31 636.3%2156.5%1654.7%1459.6%2163.2%6451.2%2176.0%6251.2%2375.0% 422.6%820.6%930.1%418.8%24.9%2620.5%27.1%2419.9%39.9% 15.0%12.5%14.1%16.2%513.7%108.1%--97.4%13.4% 215.0%25.6%39.9%01.3%27.0%118.8%--107.9%14.0% 321.1%512.7%01.3%314.1%411.2%1411.5%414.0%1612.9%27.7% --12.1%--------12.8%10.6%-- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 239Page 239 Q15c The knowledge and expertise of the service representative Base Gender (QD1) Male Female Home Type (QD6) Singlefamily Condo/Ot-her Service Address City Chula Vista El Cajon Jamul SpringValley Other C Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 72 79 137 13 97 20 5 23 12 3852.1%4860.4%7755.8%753.6%5556.0%1154.5%240.4%1666.7%757.7% 1622.3%1013.1%2618.8%110.5%1414.6%522.6%06.2%520.4%435.1% 57.6%45.3%86.0%111.0%77.3%13.8%--15.8%17.1% 57.4%67.0%96.6%214.5%88.0%15.7%121.9%13.6%-- 810.5%1113.3%1712.2%110.5%1414.1%29.5%231.5%13.6%-- --11.0%10.6%----13.8%------ Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 240Page 240 Q15c The knowledge and expertise of the service representative Base Ethnicity (QD7) Caucasian/-White Latino/His-panic Af-America-n/Black AsianAmerican Mixed/Oth-er Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 64 39 9 16 12 4164.5%1949.2%665.1%1064.7%436.1% 913.3%819.5%--214.8%645.4% 34.8%38.2%222.8%--15.0% 46.0%411.1%04.9%--15.0% 710.3%511.9%17.2%320.5%18.5% 11.2%-------- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 241Page 241 Q16a California Base Overall Overall Satisfaction(Q1) Satisfied Dissatisfie-d Account Setup Year 2019 2017-18 2015-16 2010-14 2000-09 Before2000 Improving Stayingabout thesame Gettingworse Not sure Prefer not toanswer 800 714 59 50 71 59 142 207 271 10312.8%9713.6%35.8%1019.5%913.3%1219.6%2316.0%2914.2%207.3% 27334.2%25435.7%1424.5%1938.5%2433.8%1729.3%4632.6%6933.1%9836.1% 32941.1%28239.5%3457.2%1427.8%2636.8%2440.7%5639.5%8842.3%12144.8% 8310.4%7410.4%47.2%714.2%1115.3%58.1%1510.6%199.1%269.7% 121.5%60.8%35.3%--10.9%12.3%21.2%31.2%52.0% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 242Page 242 Q16a California Base Contacted District inPast 6 Months (Q7,8) Yes No Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Improving Stayingabout thesame Gettingworse Not sure Prefer not toanswer 158 620 37 39 53 79 76 143 139 2515.8%7512.1%719.8%1127.3%1120.2%1721.6%810.6%1913.0%139.3% 5736.3%21033.8%1233.2%1026.3%1936.4%2632.6%3849.5%5034.8%5841.4% 6037.9%26041.9%1335.6%1230.2%2037.4%2228.1%2127.7%5941.3%6144.0% 1610.0%6410.3%38.9%512.7%36.0%1316.0%912.2%1410.1%75.3% --121.9%12.5%13.4%--11.7%--10.9%-- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 243Page 243 Q16a California Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely/Ne-ver Don't recallreceiving it Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Improving Stayingabout thesame Gettingworse Not sure Prefer not toanswer 176 163 51 406 46 82 120 153 267 2916.2%2414.4%48.3%4611.4%817.8%1620.0%2520.8%1710.8%249.0% 5933.7%5835.3%916.7%14736.2%1226.9%2631.4%4234.6%5938.7%9635.8% 7643.0%6540.0%3772.3%15036.8%2043.0%2833.6%4537.1%6542.3%11442.8% 116.1%159.1%12.7%5613.8%511.0%1215.0%97.6%138.2%2910.7% 21.0%21.1%--81.9%11.3%------41.7% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 244Page 244 Q16a California Base Hsld Members (QD3) 1 2 3 4 5 or more Taken Act ions t o Redu-ce Water Usage (Q19) Yes No Home OwnershipStatus (QD4) Own Rent/Livew/others Improving Stayingabout thesame Gettingworse Not sure Prefer not toanswer 68 234 148 118 128 618 145 687 97 912.6%156.5%2214.6%2521.2%2519.8%9014.6%107.2%8412.3%1717.0% 2231.8%8235.0%5940.0%4034.1%5039.1%21033.9%5336.6%24335.3%2728.2% 2739.9%10946.7%5738.3%4437.5%4131.9%24639.8%6746.2%28341.2%3737.8% 1115.7%2310.0%96.4%87.2%129.2%6210.1%139.2%6910.0%1313.2% --41.9%10.6%----101.6%10.9%81.2%43.8% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 245Page 245 Q16a California Base Gender (QD1) Male Female Home Type (QD6) Singlefamily Condo/Ot-her Service Address City Chula Vista El Cajon Jamul SpringValley Other C Improving Stayingabout thesame Gettingworse Not sure Prefer not toanswer 419 360 714 44 510 88 26 140 36 4310.2%5916.3%9212.9%614.4%6713.2%99.7%39.5%2417.5%-- 15937.9%10930.4%25335.4%1432.2%17334.0%3134.9%621.5%4532.3%1850.8% 17942.8%13938.6%29341.0%1738.0%20941.1%3843.4%1452.7%5438.8%1336.7% 317.4%4913.5%699.6%715.4%5410.5%1112.0%313.2%128.7%39.1% 71.6%41.2%71.0%--61.2%--13.0%42.7%13.4% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 246Page 246 Q16a California Base Ethnicity (QD7) Caucasian/-White Latino/His-panic Af-America-n/Black AsianAmerican Mixed/Oth-er Improving Stayingabout thesame Gettingworse Not sure Prefer not toanswer 343 180 35 91 55 349.9%3419.0%821.7%1213.2%1017.6% 12636.9%6938.1%1336.8%2932.2%1730.8% 14542.4%6234.2%1235.4%3437.1%1935.4% 349.9%168.7%26.1%1213.1%814.6% 30.9%----44.4%11.7% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 247Page 247 Q16b Southern California Base Overall Overall Satisfaction(Q1) Satisfied Dissatisfie-d Account Setup Year 2019 2017-18 2015-16 2010-14 2000-09 Before2000 Improving Stayingabout thesame Gettingworse Not sure Prefer not toanswer 800 714 59 50 71 59 142 207 271 9712.1%9513.3%12.0%1019.9%811.1%1016.3%2114.5%3215.3%176.3% 28836.0%26437.0%1831.4%2039.3%2637.0%1627.0%5438.1%7134.3%10137.2% 33141.4%28539.9%3355.2%1529.4%2839.4%2542.3%5437.9%8541.3%12445.9% 739.2%659.1%46.1%611.4%811.6%712.1%128.3%167.8%248.9% 111.4%50.7%35.3%--10.9%12.3%21.2%31.2%51.7% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 248Page 248 Q16b Southern California Base Contacted District inPast 6 Months (Q7,8) Yes No Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Improving Stayingabout thesame Gettingworse Not sure Prefer not toanswer 158 620 37 39 53 79 76 143 139 2214.1%7211.6%718.1%821.2%815.9%1823.3%810.2%2315.9%128.5% 5635.2%22736.5%1642.8%1127.3%2241.9%2734.3%3950.9%4431.0%5942.4% 6642.0%25541.1%1028.2%1332.7%2037.4%2127.0%2330.0%6545.7%6244.7% 148.7%569.0%410.8%615.3%34.8%1113.8%78.9%96.5%64.5% --111.7%--13.4%--11.7%--10.9%-- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 249Page 249 Q16b Southern California Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely/Ne-ver Don't recallreceiving it Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Improving Stayingabout thesame Gettingworse Not sure Prefer not toanswer 176 163 51 406 46 82 120 153 267 2514.2%2213.6%23.8%4711.7%714.3%1821.5%2016.6%2012.8%228.2% 6838.8%5835.6%1631.7%14535.6%1328.2%2935.8%4839.8%5536.0%10338.7% 7341.2%6841.8%3262.9%15738.5%2042.4%2530.2%4436.3%6944.8%11543.0% 84.8%148.4%11.5%5012.4%613.7%1012.5%97.3%106.4%238.4% 21.0%10.6%--81.9%11.3%------41.7% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 250Page 250 Q16b Southern California Base Hsld Members (QD3) 1 2 3 4 5 or more Taken Act ions t o Redu-ce Water Usage (Q19) Yes No Home OwnershipStatus (QD4) Own Rent/Livew/others Improving Stayingabout thesame Gettingworse Not sure Prefer not toanswer 68 234 148 118 128 618 145 687 97 710.0%187.8%1912.6%2218.4%2620.6%8213.3%128.6%8211.9%1313.4% 2233.0%8134.5%5738.3%5143.4%5542.9%21935.4%5839.6%25637.2%2930.0% 2841.2%11348.1%6443.0%3933.1%3728.6%25441.0%6343.2%28441.4%3738.6% 1115.7%198.1%85.4%65.1%107.9%548.8%117.8%588.5%1414.2% --41.5%10.6%----91.4%10.9%71.0%43.8% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 251Page 251 Q16b Southern California Base Gender (QD1) Male Female Home Type (QD6) Singlefamily Condo/Ot-her Service Address City Chula Vista El Cajon Jamul SpringValley Other C Improving Stayingabout thesame Gettingworse Not sure Prefer not toanswer 419 360 714 44 510 88 26 140 36 4310.3%5214.5%8712.2%614.4%6412.6%1011.0%13.5%2215.8%-- 15837.8%12534.6%26537.1%1533.6%19337.9%2831.4%518.5%4733.6%1541.6% 18644.4%13537.3%29641.5%1636.5%19939.1%4247.4%1762.9%5740.9%1745.8% 266.1%4412.3%598.3%715.4%479.2%910.2%312.0%117.7%39.1% 61.4%41.2%71.0%--61.2%--13.0%32.0%13.4% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 252Page 252 Q16b Southern California Base Ethnicity (QD7) Caucasian/-White Latino/His-panic Af-America-n/Black AsianAmerican Mixed/Oth-er Improving Stayingabout thesame Gettingworse Not sure Prefer not toanswer 343 180 35 91 55 339.6%2815.8%720.0%1516.1%1018.6% 12636.7%8044.5%1438.9%3032.5%1832.6% 15344.7%5731.7%1233.3%3336.0%2036.7% 288.2%148.0%37.8%1011.0%712.1% 30.9%----44.4%-- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 253Page 253 Q16c San Diego County Base Overall Overall Satisfaction(Q1) Satisfied Dissatisfie-d Account Setup Year 2019 2017-18 2015-16 2010-14 2000-09 Before2000 Improving Stayingabout thesame Gettingworse Not sure Prefer not toanswer 800 714 59 50 71 59 142 207 271 10913.6%10614.9%24.0%1121.2%68.3%1220.0%2215.3%3517.1%248.7% 30237.7%28339.7%1627.5%2141.5%2332.2%1932.0%5840.9%7636.7%10538.8% 30337.8%25435.6%3559.2%1326.0%2941.3%2135.5%5035.1%7837.6%11241.2% 789.7%679.3%46.1%611.4%1217.3%610.2%107.4%167.9%279.9% 91.1%40.6%23.2%--10.9%12.3%21.2%10.6%41.3% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 254Page 254 Q16c San Diego County Base Contacted District inPast 6 Months (Q7,8) Yes No Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Improving Stayingabout thesame Gettingworse Not sure Prefer not toanswer 158 620 37 39 53 79 76 143 139 2012.8%8714.0%821.7%819.7%1121.5%1823.4%810.7%2517.3%139.5% 6742.2%22936.9%1541.2%1434.8%2343.1%2531.9%4052.7%4934.5%6043.4% 5534.9%23738.3%1129.9%1127.8%1528.8%2127.0%2228.9%5840.3%6043.1% 1610.0%589.4%37.2%614.3%46.6%1316.0%67.7%118.0%53.9% --91.4%--13.4%--11.7%------ Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 255Page 255 Q16c San Diego County Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely/Ne-ver Don't recallreceiving it Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Improving Stayingabout thesame Gettingworse Not sure Prefer not toanswer 176 163 51 406 46 82 120 153 267 3117.8%2616.0%48.3%4711.7%817.0%1923.2%1714.5%1912.5%3111.6% 7240.9%6137.5%1937.7%14936.6%1328.1%3238.7%6049.7%5334.7%10539.4% 6436.3%5936.2%2651.3%15237.3%1940.7%2226.3%3730.9%6743.4%10439.1% 84.5%169.8%12.7%5212.9%612.9%1011.8%64.9%149.3%249.1% 10.4%10.6%--61.5%11.3%------20.9% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 256Page 256 Q16c San Diego County Base Hsld Members (QD3) 1 2 3 4 5 or more Taken Act ions t o Redu-ce Water Usage (Q19) Yes No Home OwnershipStatus (QD4) Own Rent/Livew/others Improving Stayingabout thesame Gettingworse Not sure Prefer not toanswer 68 234 148 118 128 618 145 687 97 811.4%219.1%2114.3%2319.9%2620.7%9415.3%138.8%9113.3%1616.3% 2435.4%9038.3%6141.2%5445.8%4837.6%22536.4%6041.5%26338.3%3333.7% 2638.2%10042.6%5738.5%3428.6%4132.0%23437.8%6040.9%26538.5%3233.1% 1014.9%219.1%96.1%75.7%129.7%579.3%138.8%639.2%1313.1% --21.0%------81.3%--50.7%43.8% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 257Page 257 Q16c San Diego County Base Gender (QD1) Male Female Home Type (QD6) Singlefamily Condo/Ot-her Service Address City Chula Vista El Cajon Jamul SpringValley Other C Improving Stayingabout thesame Gettingworse Not sure Prefer not toanswer 419 360 714 44 510 88 26 140 36 5112.1%5715.8%9813.7%919.6%7113.9%1011.5%311.4%2518.1%-- 16439.0%13336.8%27338.2%1738.4%19137.5%3338.0%413.7%5438.4%2055.6% 17641.9%11732.5%27438.4%1329.6%19237.7%3539.8%1659.9%4733.5%1335.2% 256.0%4913.7%648.9%512.3%509.8%910.6%312.0%128.7%39.1% 40.9%41.2%50.7%--61.2%--13.0%21.3%-- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 258Page 258 Q16c San Diego County Base Ethnicity (QD7) Caucasian/-White Latino/His-panic Af-America-n/Black AsianAmerican Mixed/Oth-er Improving Stayingabout thesame Gettingworse Not sure Prefer not toanswer 343 180 35 91 55 3510.2%3419.1%925.5%1617.6%916.8% 14241.3%7441.1%1438.9%3033.2%1934.7% 13539.5%5530.6%1029.5%3032.9%2036.4% 308.8%179.2%26.1%1111.9%712.1% 10.3%----44.4%-- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 259Page 259 Q16d Otay Water District's service area Base Overall Overall Satisfaction(Q1) Satisfied Dissatisfie-d Account Setup Year 2019 2017-18 2015-16 2010-14 2000-09 Before2000 Improving Stayingabout thesame Gettingworse Not sure Prefer not toanswer 800 714 59 50 71 59 142 207 271 12615.8%12117.0%23.9%1122.8%810.8%1423.0%2316.3%3919.0%3111.4% 33241.5%31444.0%1423.8%2345.6%2737.8%2441.4%6344.3%7837.7%11743.3% 24330.4%19827.7%3660.5%714.9%2535.7%1424.2%4330.1%6933.3%8431.1% 9111.3%7710.8%69.7%816.7%1114.8%59.2%128.7%188.8%3613.2% 81.0%40.6%12.1%--10.9%12.3%10.6%31.2%31.0% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 260Page 260 Q16d Otay Water District's service area Base Contacted District inPast 6 Months (Q7,8) Yes No Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Improving Stayingabout thesame Gettingworse Not sure Prefer not toanswer 158 620 37 39 53 79 76 143 139 2515.6%9815.8%923.4%1127.7%1223.5%2227.9%810.0%2416.8%1410.4% 6541.4%26142.0%1745.3%1435.1%2547.3%2734.2%4660.7%5638.9%6546.5% 4729.6%18830.2%924.1%821.9%1018.6%1721.9%1418.2%4934.1%4834.2% 2113.3%6610.7%37.2%511.9%610.7%1114.3%811.2%139.3%128.9% --81.3%--13.4%--11.7%--10.9%-- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 261Page 261 Q16d Otay Water District's service area Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely/Ne-ver Don't recallreceiving it Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Improving Stayingabout thesame Gettingworse Not sure Prefer not toanswer 176 163 51 406 46 82 120 153 267 3821.3%2716.8%510.1%5513.6%919.0%1923.1%2318.9%2214.6%3613.6% 7844.3%6841.5%2242.4%16440.5%1431.1%3441.7%5747.5%5938.7%11643.5% 4927.6%4829.7%1835.1%12731.1%1532.8%1923.3%3125.8%5535.9%8531.8% 116.3%2012.1%612.4%5313.2%715.8%1011.8%97.8%1710.8%2710.1% 10.4%----71.6%11.3%------31.0% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 262Page 262 Q16d Otay Water District's service area Base Hsld Members (QD3) 1 2 3 4 5 or more Taken Act ions t o Redu-ce Water Usage (Q19) Yes No Home OwnershipStatus (QD4) Own Rent/Livew/others Improving Stayingabout thesame Gettingworse Not sure Prefer not toanswer 68 234 148 118 128 618 145 687 97 913.4%2812.1%2315.8%2622.1%2922.9%11218.1%128.3%10615.4%1818.6% 2435.2%9339.8%7248.7%5446.3%6046.8%24038.9%7350.3%29242.5%3435.3% 2435.1%8235.2%4228.4%2823.5%2821.8%19131.0%4329.8%21230.8%2626.7% 1116.3%2711.7%107.0%108.2%118.5%6811.1%1610.7%7210.5%1616.5% --31.1%------61.0%10.9%50.8%32.8% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 263Page 263 Q16d Otay Water District's service area Base Gender (QD1) Male Female Home Type (QD6) Singlefamily Condo/Ot-her Service Address City Chula Vista El Cajon Jamul SpringValley Other C Improving Stayingabout thesame Gettingworse Not sure Prefer not toanswer 419 360 714 44 510 88 26 140 36 5813.9%6718.5%11416.0%919.6%8717.0%77.9%26.5%2921.0%13.4% 18544.1%14239.4%30342.4%1738.4%20439.9%4045.1%828.7%6344.7%1952.2% 14233.8%9125.4%21630.3%1228.2%15831.1%2731.0%1143.7%3424.6%1231.8% 307.3%5715.8%7610.6%613.7%5510.8%1415.9%518.0%139.6%39.1% 40.9%31.0%50.7%--61.2%--13.0%--13.4% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 264Page 264 Q16d Otay Water District's service area Base Ethnicity (QD7) Caucasian/-White Latino/His-panic Af-America-n/Black AsianAmerican Mixed/Oth-er Improving Stayingabout thesame Gettingworse Not sure Prefer not toanswer 343 180 35 91 55 4312.4%3620.0%1232.9%2022.5%1017.8% 15946.3%8245.6%1233.3%3032.5%2138.2% 10530.5%4625.7%822.2%2325.8%1731.4% 3610.5%168.7%411.6%1314.8%712.5% 10.4%----44.4%-- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 265Page 265 Q17a Desalinate and purify seawater to make clean drinking water Base Overall Overall Satisfaction(Q1) Satisfied Dissatisfie-d Account Setup Year 2019 2017-18 2015-16 2010-14 2000-09 Before2000 Stronglysupport Somewhatsupport Somewhatoppose Stronglyoppose Not sure Prefer not toanswer 800 714 59 50 71 59 142 207 271 41151.3%37452.4%2949.3%2856.7%2737.2%3050.7%7251.0%10651.3%14854.4% 26533.1%24133.7%1118.4%1019.3%3041.5%1831.0%4531.6%6732.3%9635.3% 435.4%385.3%58.2%23.2%46.2%34.4%53.6%157.0%155.5% 334.1%283.9%59.2%59.0%23.2%69.8%96.0%94.3%31.1% 445.5%314.3%711.7%510.5%710.2%24.1%117.7%83.8%103.7% 40.6%30.4%23.2%11.2%11.7%----31.2%-- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 266Page 266 Q17a Desalinate and purify seawater to make clean drinking water Base Contacted District inPast 6 Months (Q7,8) Yes No Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Stronglysupport Somewhatsupport Somewhatoppose Stronglyoppose Not sure Prefer not toanswer 158 620 37 39 53 79 76 143 139 7346.3%32552.4%1951.2%1640.7%3157.8%3747.2%3951.4%8156.5%8258.9% 4729.5%21334.3%821.0%1435.0%1833.6%2936.4%3140.7%4329.8%3323.7% 116.7%315.0%38.0%--12.3%55.9%23.1%85.5%118.0% 106.4%213.4%24.2%411.2%23.4%22.9%--96.3%85.8% 1710.7%274.3%411.9%411.5%11.8%67.6%44.8%10.9%53.5% 10.4%40.6%13.6%11.6%11.2%----10.9%-- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 267Page 267 Q17a Desalinate and purify seawater to make clean drinking water Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely/Ne-ver Don't recallreceiving it Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Stronglysupport Somewhatsupport Somewhatoppose Stronglyoppose Not sure Prefer not toanswer 176 163 51 406 46 82 120 153 267 9755.2%7646.5%3057.9%20751.0%2553.1%3947.1%6352.3%9360.6%12647.3% 5832.6%5634.1%1630.6%13433.0%1226.3%2631.2%3731.1%3623.4%10539.2% 116.3%117.0%35.4%184.4%24.6%44.8%97.3%74.9%145.4% 52.8%159.2%12.6%122.9%24.5%56.5%43.5%117.2%103.6% 53.1%42.4%23.6%338.0%48.9%89.7%75.8%53.0%114.0% --10.8%--20.6%12.7%10.8%--10.9%10.5% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 268Page 268 Q17a Desalinate and purify seawater to make clean drinking water Base Hsld Members (QD3) 1 2 3 4 5 or more Taken Act ions t o Redu-ce Water Usage (Q19) Yes No Home OwnershipStatus (QD4) Own Rent/Livew/others Stronglysupport Somewhatsupport Somewhatoppose Stronglyoppose Not sure Prefer not toanswer 68 234 148 118 128 618 145 687 97 3550.9%11951.0%8255.5%5849.1%7155.7%31951.6%7652.1%35952.3%4546.8% 1928.2%9138.7%4429.9%3832.6%3325.8%20032.3%5235.7%22733.0%2829.2% 57.2%73.2%117.6%75.6%97.4%386.2%53.3%385.6%55.0% 23.1%72.8%85.2%65.4%85.9%243.9%85.4%274.0%55.4% 710.5%93.8%31.9%97.4%43.2%355.7%32.2%344.9%1010.4% --10.5%----32.0%20.3%21.3%10.2%33.3% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 269Page 269 Q17a Desalinate and purify seawater to make clean drinking water Base Gender (QD1) Male Female Home Type (QD6) Singlefamily Condo/Ot-her Service Address City Chula Vista El Cajon Jamul SpringValley Other C Stronglysupport Somewhatsupport Somewhatoppose Stronglyoppose Not sure Prefer not toanswer 419 360 714 44 510 88 26 140 36 23556.2%17047.2%37352.2%2146.9%25850.6%5056.6%1349.7%7855.9%1232.2% 14434.3%11130.8%23232.5%1430.9%17033.3%2730.1%830.5%4330.8%1748.1% 174.2%257.0%395.4%37.5%305.9%22.2%311.4%64.3%25.7% 112.7%205.5%304.2%25.7%183.6%55.7%01.2%64.6%38.3% 81.9%349.3%375.2%37.6%306.0%55.3%27.2%64.3%12.3% 30.8%10.2%30.4%11.4%30.6%------13.4% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 270Page 270 Q17a Desalinate and purify seawater to make clean drinking water Base Ethnicity (QD7) Caucasian/-White Latino/His-panic Af-America-n/Black AsianAmerican Mixed/Oth-er Stronglysupport Somewhatsupport Somewhatoppose Stronglyoppose Not sure Prefer not toanswer 343 180 35 91 55 18253.0%9552.5%1543.5%4853.4%2546.0% 11734.2%5430.1%1338.1%2325.3%1832.9% 174.8%105.4%01.2%78.0%59.4% 123.6%63.3%515.5%44.0%36.3% 144.1%137.4%11.8%89.3%35.4% 10.4%31.4%------ Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 271Page 271 Q17b Capture, store, treat rainwater, stormwater runoff to produce clean drinking water Base Overall Overall Satisfaction(Q1) Satisfied Dissatisfie-d Account Setup Year 2019 2017-18 2015-16 2010-14 2000-09 Before2000 Stronglysupport Somewhatsupport Somewhatoppose Stronglyoppose Not sure Prefer not toanswer 800 714 59 50 71 59 142 207 271 45056.3%41257.7%2542.8%3059.3%3954.1%3356.7%7956.0%11555.4%15457.0% 23229.0%20428.7%2033.4%1222.9%1723.4%1627.5%4028.3%6531.2%8330.8% 374.6%334.7%12.4%35.1%22.4%00.6%75.0%73.4%186.6% 344.3%283.9%610.0%12.9%68.1%610.9%53.7%105.0%51.8% 445.5%354.9%58.2%48.5%710.2%34.3%107.0%94.4%113.9% 30.4%10.2%23.2%11.2%11.7%----10.6%-- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 272Page 272 Q17b Capture, store, treat rainwater, stormwater runoff to produce clean drinking water Base Contacted District inPast 6 Months (Q7,8) Yes No Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Stronglysupport Somewhatsupport Somewhatoppose Stronglyoppose Not sure Prefer not toanswer 158 620 37 39 53 79 76 143 139 8956.4%34856.1%2157.6%1845.8%2953.9%4556.8%4964.6%7250.3%9467.3% 4025.1%18730.1%1129.9%1129.0%1425.6%1620.2%2330.5%5236.6%3324.0% 84.8%294.7%12.5%25.9%47.7%810.3%11.8%42.7%32.0% 95.4%243.9%11.7%36.9%34.8%33.4%11.4%96.2%85.6% 127.9%304.8%38.3%410.9%46.8%79.3%11.8%53.5%21.1% 10.4%20.4%--11.6%11.2%----10.9%-- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 273Page 273 Q17b Capture, store, treat rainwater, stormwater runoff to produce clean drinking water Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely/Ne-ver Don't recallreceiving it Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Stronglysupport Somewhatsupport Somewhatoppose Stronglyoppose Not sure Prefer not toanswer 176 163 51 406 46 82 120 153 267 10861.2%9859.9%3058.8%21452.6%2146.2%5364.6%6856.5%10165.9%14353.6% 5028.4%4627.9%1631.0%11929.4%1022.5%1721.0%3428.3%3723.9%9134.2% 105.5%74.4%24.1%174.3%23.5%33.9%43.2%10.5%176.6% 53.1%63.7%35.2%204.9%613.3%45.1%86.3%53.5%41.7% 31.8%74.0%00.8%348.3%511.8%44.6%75.7%106.3%93.5% ------20.6%12.7%10.8%----10.5% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 274Page 274 Q17b Capture, store, treat rainwater, stormwater runoff to produce clean drinking water Base Hsld Members (QD3) 1 2 3 4 5 or more Taken Act ions t o Redu-ce Water Usage (Q19) Yes No Home OwnershipStatus (QD4) Own Rent/Livew/others Stronglysupport Somewhatsupport Somewhatoppose Stronglyoppose Not sure Prefer not toanswer 68 234 148 118 128 618 145 687 97 4362.6%13055.5%8154.9%6958.3%8063.1%34455.5%8961.4%39156.9%5354.2% 1725.2%7130.4%4430.0%3328.2%3224.8%18329.6%4128.5%20429.7%2122.0% 34.9%114.6%85.2%54.0%21.2%294.7%42.9%273.9%88.6% 11.8%93.6%95.9%43.8%86.3%304.8%42.9%304.3%44.5% 45.4%125.3%64.1%75.8%53.6%335.3%43.0%345.0%98.8% --10.5%----11.0%10.1%21.3%10.2%21.9% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 275Page 275 Q17b Capture, store, treat rainwater, stormwater runoff to produce clean drinking water Base Gender (QD1) Male Female Home Type (QD6) Singlefamily Condo/Ot-her Service Address City Chula Vista El Cajon Jamul SpringValley Other C Stronglysupport Somewhatsupport Somewhatoppose Stronglyoppose Not sure Prefer not toanswer 419 360 714 44 510 88 26 140 36 24758.9%19754.7%40857.2%1943.5%27954.7%4450.4%1970.7%8661.7%2261.0% 11728.0%10729.6%20829.1%1432.6%15129.6%3235.8%622.7%3726.1%720.7% 215.1%154.1%283.9%37.9%224.4%56.2%12.4%64.0%26.9% 194.5%123.5%304.3%48.4%254.9%22.7%--53.3%25.7% 133.1%297.9%385.3%36.2%316.0%44.9%14.2%74.9%12.3% 20.4%10.2%20.3%11.4%20.4%------13.4% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 276Page 276 Q17b Capture, store, treat rainwater, stormwater runoff to produce clean drinking water Base Ethnicity (QD7) Caucasian/-White Latino/His-panic Af-America-n/Black AsianAmerican Mixed/Oth-er Stronglysupport Somewhatsupport Somewhatoppose Stronglyoppose Not sure Prefer not toanswer 343 180 35 91 55 19657.1%10960.2%1646.0%4651.2%3462.4% 11032.0%4424.2%926.8%2628.3%1426.3% 154.4%52.7%25.9%44.0%35.0% 92.7%105.6%412.0%77.3%23.4% 123.5%126.6%39.4%89.3%22.9% 10.4%10.7%------ Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 277Page 277 Q17c Recycle sewer water, purify it to clean drinking water standards using advanced water treatment Base Overall Overall Satisfaction(Q1) Satisfied Dissatisfie-d Account Setup Year 2019 2017-18 2015-16 2010-14 2000-09 Before2000 Stronglysupport Somewhatsupport Somewhatoppose Stronglyoppose Not sure Prefer not toanswer 800 714 59 50 71 59 142 207 271 17121.4%15922.2%1016.7%815.9%1420.2%1322.8%2920.5%4320.8%6323.4% 20725.9%18325.7%1626.7%1428.2%1622.1%1932.7%3424.1%5827.9%6624.5% 14718.4%13318.6%712.6%611.5%1217.1%914.4%2719.0%3215.4%6222.9% 21426.8%18826.3%1830.5%2040.4%2231.3%1322.7%3524.4%5827.8%6624.3% 536.6%456.4%610.3%11.6%57.6%47.3%1711.9%146.8%114.1% 70.9%50.8%23.2%12.5%11.7%----31.2%20.8% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 278Page 278 Q17c Recycle sewer water, purify it to clean drinking water standards using advanced water treatment Base Contacted District inPast 6 Months (Q7,8) Yes No Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Stronglysupport Somewhatsupport Somewhatoppose Stronglyoppose Not sure Prefer not toanswer 158 620 37 39 53 79 76 143 139 3119.8%13221.3%718.8%821.7%917.6%1823.4%1317.8%2819.4%4330.9% 3823.8%16827.2%1129.4%614.9%1325.0%1823.0%2938.0%3423.4%3625.7% 2515.6%11919.2%513.9%410.7%814.2%1214.9%1621.2%2819.8%2517.7% 5434.0%15424.8%1130.6%1333.5%2139.5%2126.5%1316.6%4732.6%2820.2% 96.0%416.6%24.7%514.1%12.5%1012.2%56.4%53.4%85.5% 10.8%61.0%12.5%25.0%11.2%----21.3%-- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 279Page 279 Q17c Recycle sewer water, purify it to clean drinking water standards using advanced water treatment Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely/Ne-ver Don't recallreceiving it Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Stronglysupport Somewhatsupport Somewhatoppose Stronglyoppose Not sure Prefer not toanswer 176 163 51 406 46 82 120 153 267 4726.7%3621.8%918.0%7919.4%818.2%2227.2%3226.3%3422.2%5119.2% 4425.2%4426.8%1631.1%10325.4%1328.7%1923.0%3125.6%4327.8%6524.5% 3218.1%2817.2%815.9%7919.4%36.1%1518.7%2218.2%2113.5%5319.9% 4223.9%5131.0%1528.8%10726.2%1839.2%1822.1%2822.9%4529.3%7929.5% 105.4%42.7%36.2%348.4%23.8%78.1%87.0%117.2%165.9% 10.8%10.6%--41.1%24.0%10.8%----31.0% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 280Page 280 Q17c Recycle sewer water, purify it to clean drinking water standards using advanced water treatment Base Hsld Members (QD3) 1 2 3 4 5 or more Taken Act ions t o Redu-ce Water Usage (Q19) Yes No Home OwnershipStatus (QD4) Own Rent/Livew/others Stronglysupport Somewhatsupport Somewhatoppose Stronglyoppose Not sure Prefer not toanswer 68 234 148 118 128 618 145 687 97 1826.8%5121.6%2718.4%2420.3%3224.8%12720.6%3423.7%15222.1%1616.4% 1319.2%6427.4%3926.4%3529.4%3124.7%15425.0%4530.7%17825.8%2526.0% 812.4%4519.3%3121.2%2017.2%2015.5%11718.9%2315.7%13018.9%1212.7% 2333.6%5925.2%4228.2%3227.2%3326.0%17428.1%3524.4%17825.9%3435.4% 57.9%135.7%85.4%75.9%108.1%416.7%64.3%446.4%77.7% --20.9%10.4%--11.0%50.8%21.3%50.8%21.9% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 281Page 281 Q17c Recycle sewer water, purify it to clean drinking water standards using advanced water treatment Base Gender (QD1) Male Female Home Type (QD6) Singlefamily Condo/Ot-her Service Address City Chula Vista El Cajon Jamul SpringValley Other C Stronglysupport Somewhatsupport Somewhatoppose Stronglyoppose Not sure Prefer not toanswer 419 360 714 44 510 88 26 140 36 10424.9%6518.0%15621.8%715.5%10720.9%1820.8%624.0%3021.1%1028.7% 11828.3%8222.8%18225.5%1430.9%13726.8%2326.5%519.2%3625.9%617.1% 8420.0%6317.4%13318.6%817.7%9318.3%1314.6%621.5%2719.6%822.0% 9522.6%11030.5%19427.1%1023.8%13626.7%2831.4%726.9%3424.4%925.3% 133.0%3910.7%446.2%510.7%326.3%66.6%28.4%128.3%13.4% 51.1%20.5%50.7%11.4%51.0%----10.7%13.4% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 282Page 282 Q17c Recycle sewer water, purify it to clean drinking water standards using advanced water treatment Base Ethnicity (QD7) Caucasian/-White Latino/His-panic Af-America-n/Black AsianAmerican Mixed/Oth-er Stronglysupport Somewhatsupport Somewhatoppose Stronglyoppose Not sure Prefer not toanswer 343 180 35 91 55 7120.8%4625.5%411.0%1819.8%1120.6% 9427.5%3921.6%821.6%2831.4%1222.4% 7020.3%3318.3%514.0%1516.4%611.6% 8524.7%4524.9%1749.6%2426.1%2138.8% 216.3%147.9%13.8%44.9%34.9% 10.4%31.8%--11.5%11.7% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 283Page 283 Q18 Frequency of future water usage Base Overall Overall Satisfaction(Q1) Satisfied Dissatisfie-d Account Setup Year 2019 2017-18 2015-16 2010-14 2000-09 Before2000 More About same Less Not sure Prefer not toanswer 800 714 59 50 71 59 142 207 271 415.2%344.8%47.5%59.7%45.7%59.3%96.6%125.8%62.0% 57071.2%51772.5%3558.9%3671.5%4968.9%3966.6%10070.7%14067.8%20575.7% 16320.4%14620.5%1322.9%815.7%1419.9%1119.0%3122.1%4823.1%5118.7% 202.6%111.5%610.6%23.2%34.1%35.2%10.6%73.3%51.9% 50.7%50.8%----11.4%------41.6% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 284Page 284 Q18 Frequency of future water usage Base Contacted District inPast 6 Months (Q7,8) Yes No Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore More About same Less Not sure Prefer not toanswer 158 620 37 39 53 79 76 143 139 148.8%274.4%26.1%12.4%24.5%34.2%34.6%53.8%128.3% 9962.4%45773.7%2875.5%2463.0%4076.0%5063.9%6179.8%10271.0%9568.5% 3723.5%12019.4%616.7%1025.9%1019.5%2228.5%1215.6%3121.9%3222.6% 53.4%132.1%11.7%37.6%--33.4%--53.3%10.6% 31.9%20.4%--01.1%---------- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 285Page 285 Q18 Frequency of future water usage Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely/Ne-ver Don't recallreceiving it Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older More About same Less Not sure Prefer not toanswer 176 163 51 406 46 82 120 153 267 84.6%95.6%47.2%205.0%36.7%78.0%86.9%74.6%103.6% 12369.6%11872.1%3567.7%29472.4%3269.3%5769.4%7562.1%10467.8%20677.3% 4022.6%3621.8%1121.0%7718.9%714.6%1720.8%3428.6%3724.3%4516.9% 31.5%10.5%24.1%143.3%37.2%11.7%32.4%21.4%62.1% 31.7%----10.3%12.2%----32.0%-- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 286Page 286 Q18 Frequency of future water usage Base Hsld Members (QD3) 1 2 3 4 5 or more Taken Act ions t o Redu-ce Water Usage (Q19) Yes No Home OwnershipStatus (QD4) Own Rent/Livew/others More About same Less Not sure Prefer not toanswer 68 234 148 118 128 618 145 687 97 23.3%62.7%128.1%54.4%118.3%274.4%138.6%334.8%77.7% 5377.7%16972.2%10772.6%8269.3%8566.5%42969.3%11881.3%49271.6%6870.2% 1218.1%5222.3%2819.0%2722.9%3124.3%15024.2%96.0%14721.4%1616.8% 10.9%62.8%00.3%43.5%10.6%132.1%53.8%152.1%44.6% --------00.3%--00.3%00.1%10.6% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 287Page 287 Q18 Frequency of future water usage Base Gender (QD1) Male Female Home Type (QD6) Singlefamily Condo/Ot-her Service Address City Chula Vista El Cajon Jamul SpringValley Other C More About same Less Not sure Prefer not toanswer 419 360 714 44 510 88 26 140 36 245.7%164.5%395.5%--265.2%33.6%12.4%85.5%410.0% 29871.2%25771.2%50971.3%3375.9%35970.5%6371.7%2077.9%10172.1%2672.6% 8821.1%7420.6%15221.3%715.4%11221.9%1617.7%413.7%3122.2%13.4% 40.9%133.7%121.7%48.7%112.1%67.1%26.0%--25.7% 51.1%--20.2%--20.4%----00.3%38.3% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 288Page 288 Q18 Frequency of future water usage Base Ethnicity (QD7) Caucasian/-White Latino/His-panic Af-America-n/Black AsianAmerican Mixed/Oth-er More About same Less Not sure Prefer not toanswer 343 180 35 91 55 185.3%53.0%411.2%66.4%24.5% 25774.9%12368.0%2469.1%5964.7%3868.5% 5716.7%5027.9%615.9%2325.5%1120.5% 82.2%21.1%13.8%32.9%46.5% 30.9%----00.5%-- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 289Page 289 Q19 Taken actions to reduce water usage Base Overall Overall Satisfaction(Q1) Satisfied Dissatisfie-d Account Setup Year 2019 2017-18 2015-16 2010-14 2000-09 Before2000 Yes No Not sure Prefer not toanswer 800 714 59 50 71 59 142 207 271 61877.3%54476.2%5287.5%3570.5%5475.4%5288.4%10876.0%16881.2%20274.4% 14518.2%13518.9%712.5%918.8%1621.9%711.6%2618.6%3215.4%5520.4% 283.5%263.7%--59.4%11.9%--64.4%62.8%103.6% 81.0%81.2%--11.2%10.9%--10.9%10.6%41.6% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 290Page 290 Q19 Taken actions to reduce water usage Base Contacted District inPast 6 Months (Q7,8) Yes No Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Yes No Not sure Prefer not toanswer 158 620 37 39 53 79 76 143 139 12578.9%47977.2%2567.9%3384.2%4482.2%6380.3%6180.7%11076.7%10374.1% 2817.5%11218.0%924.1%512.4%916.3%1316.3%1215.8%2920.0%3323.4% 31.7%254.1%26.3%13.4%11.5%33.4%33.5%53.3%32.5% 31.9%50.7%11.7%------------ Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 291Page 291 Q19 Taken actions to reduce water usage Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely/Ne-ver Don't recallreceiving it Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Yes No Not sure Prefer not toanswer 176 163 51 406 46 82 120 153 267 14280.3%13180.1%3772.5%30775.6%2961.8%6579.5%8671.2%12279.3%21279.5% 2312.8%3119.2%1325.1%7819.3%1429.4%1416.6%2924.5%2516.1%4416.7% 73.7%10.7%12.3%194.6%37.5%33.1%54.4%42.6%103.9% 63.2%----20.5%11.3%10.8%--32.0%-- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 292Page 292 Q19 Taken actions to reduce water usage Base Hsld Members (QD3) 1 2 3 4 5 or more Taken Act ions t o Redu-ce Water Usage (Q19) Yes No Home OwnershipStatus (QD4) Own Rent/Livew/others Yes No Not sure Prefer not toanswer 68 234 148 118 128 618 145 687 97 4769.6%19181.7%11578.2%8774.0%10380.7%618100.0%--53678.1%7173.7% 1826.4%3715.7%2617.7%2319.6%2317.8%--145100.0%12618.3%1919.5% 34.0%62.6%64.2%64.8%21.5%----233.3%55.5% ------21.7%------30.4%11.3% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 293Page 293 Q19 Taken actions to reduce water usage Base Gender (QD1) Male Female Home Type (QD6) Singlefamily Condo/Ot-her Service Address City Chula Vista El Cajon Jamul SpringValley Other C Yes No Not sure Prefer not toanswer 419 360 714 44 510 88 26 140 36 32577.7%27977.3%56178.6%2965.6%39377.1%6978.4%2385.6%11179.4%2363.1% 7818.5%6217.2%12517.5%1227.4%9017.7%1617.7%414.4%2618.4%1028.6% 102.4%184.9%243.4%23.9%214.2%44.0%--32.2%-- 61.4%20.5%30.5%13.0%51.0%------38.3% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 294Page 294 Q19 Taken actions to reduce water usage Base Ethnicity (QD7) Caucasian/-White Latino/His-panic Af-America-n/Black AsianAmerican Mixed/Oth-er Yes No Not sure Prefer not toanswer 343 180 35 91 55 25674.5%14882.3%2572.1%7885.9%4175.3% 7321.1%2513.8%1027.9%88.5%1324.0% 123.4%63.5%--55.6%00.7% 30.9%10.3%------ Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 295Page 295 Q20 Actions taken to reduce water usage Base Overall Overall Satisfaction(Q1) Satisfied Dissatisfie-d Account Setup Year 2019 2017-18 2015-16 2010-14 2000-09 Before2000 Purchased w-ater-efficientappliances (c-lothes washe-r, dishwasher,etc.) Used water-efficientfaucet andshower heads Fixed leaks Only run dish-washer/laun-dry when full Use a grey-water system Turn offfaucet whilebrushingteeth 618 544 52 35 54 52 108 168 202 28145.4%24545.0%2243.6%1131.8%2139.3%1732.3%5449.9%8047.4%9848.7% 30649.5%27049.6%2650.8%1439.7%1934.9%2344.0%4945.2%8751.6%11556.9% 29347.4%24845.6%3262.8%926.7%2037.6%2853.8%4642.9%8751.8%10250.6% 36659.2%32559.7%3058.5%1541.7%3463.0%3566.4%6762.2%9858.6%11758.2% 193.1%173.0%12.6%----11.5%33.2%53.2%104.8% 39263.3%34463.2%3466.4%1645.1%3565.8%3566.7%7064.7%11266.4%12461.6% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 296Page 296 Q20 Actions taken to reduce water usage Base Contacted District inPast 6 Months (Q7,8) Yes No Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Purchased w-ater-efficientappliances (c-lothes washe-r, dishwasher,etc.) Used water-efficientfaucet andshower heads Fixed leaks Only run dish-washer/laun-dry when full Use a grey-water system Turn offfaucet whilebrushingteeth 125 479 25 33 44 63 61 110 103 4636.7%23048.0%1143.2%1338.9%1636.9%3352.9%2743.7%5146.3%4341.5% 5947.3%24150.3%1767.6%1442.6%2455.2%2946.2%2947.0%5348.1%4341.6% 5443.0%23048.1%1247.7%1443.0%1432.5%3251.4%2235.6%4541.1%4947.5% 7056.2%28659.8%1144.8%1855.6%2353.7%4367.5%3759.7%5852.9%6663.9% 43.4%143.0%29.0%--11.4%12.1%23.8%32.4%11.3% 6855.0%31465.6%1973.7%1752.5%2045.6%4469.3%4064.9%6357.3%6057.8% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 297Page 297 Q20 Actions taken to reduce water usage Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely/Ne-ver Don't recallreceiving it Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Purchased w-ater-efficientappliances (c-lothes washe-r, dishwasher,etc.) Used water-efficientfaucet andshower heads Fixed leaks Only run dish-washer/laun-dry when full Use a grey-water system Turn offfaucet whilebrushingteeth 142 131 37 307 29 65 86 122 212 7653.9%5340.4%1642.0%13644.2%1346.9%3249.2%3540.4%5746.6%9343.7% 8257.7%6448.8%1231.8%14848.3%1346.1%2234.3%4451.8%6250.8%10247.9% 7351.9%6146.8%1540.4%14346.6%1654.1%2741.6%3540.6%5746.9%9946.8% 9768.3%7658.3%1643.2%17757.5%1861.8%3553.3%4956.9%7662.6%12860.3% 53.8%32.3%24.6%92.9%----22.0%21.7%73.4% 10372.7%7557.1%1747.1%19663.9%1759.9%4061.1%4957.4%8267.1%12960.9% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 298Page 298 Q20 Actions taken to reduce water usage Base Hsld Members (QD3) 1 2 3 4 5 or more Taken Act ions t o Redu-ce Water Usage (Q19) Yes No Home OwnershipStatus (QD4) Own Rent/Livew/others Purchased w-ater-efficientappliances (c-lothes washe-r, dishwasher,etc.) Used water-efficientfaucet andshower heads Fixed leaks Only run dish-washer/laun-dry when full Use a grey-water system Turn offfaucet whilebrushingteeth 47 191 115 87 103 618 -536 71 2144.4%9248.0%5144.4%3439.4%4543.4%28145.4%--25146.8%2737.7% 2552.6%9851.0%6152.6%4349.8%3937.7%30649.5%--27350.8%3041.4% 2145.2%10253.4%4942.1%3034.9%4442.3%29347.4%--25647.7%3447.7% 2858.1%12565.6%6354.8%4854.9%5856.1%36659.2%--32861.2%3549.1% 24.8%52.4%32.8%21.8%54.5%193.1%--152.7%45.4% 3266.7%12867.1%6758.0%5260.3%5755.7%39263.3%--34363.9%4563.3% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 299Page 299 Q20 Actions taken to reduce water usage Base Gender (QD1) Male Female Home Type (QD6) Singlefamily Condo/Ot-her Service Address City Chula Vista El Cajon Jamul SpringValley Other C Purchased w-ater-efficientappliances (c-lothes washe-r, dishwasher,etc.) Used water-efficientfaucet andshower heads Fixed leaks Only run dish-washer/laun-dry when full Use a grey-water system Turn offfaucet whilebrushingteeth 325 279 561 29 393 69 23 111 23 13942.7%13649.0%25745.8%1139.7%18446.9%3245.8%836.4%4843.3%938.0% 15949.0%14150.5%28250.2%1139.8%19349.2%3448.6%1460.2%5650.5%1041.6% 16249.8%12143.5%26146.4%1449.9%20351.6%3246.9%1046.2%4237.7%523.5% 17353.3%18566.3%33760.0%1654.8%23860.7%4362.8%1464.3%5246.6%1878.3% 113.3%83.0%173.0%--92.2%45.1%210.5%54.2%-- 19359.2%19168.4%35863.8%1757.8%25564.8%4768.4%1461.6%6357.2%1254.3% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 300Page 300 Q20 Actions taken to reduce water usage Base Ethnicity (QD7) Caucasian/-White Latino/His-panic Af-America-n/Black AsianAmerican Mixed/Oth-er Purchased w-ater-efficientappliances (c-lothes washe-r, dishwasher,etc.) Used water-efficientfaucet andshower heads Fixed leaks Only run dish-washer/laun-dry when full Use a grey-water system Turn offfaucet whilebrushingteeth 256 148 25 78 41 10942.4%7349.2%625.3%4253.2%2355.9% 12849.9%7248.8%937.2%4354.8%1842.3% 11545.1%6745.1%623.4%4456.7%1946.4% 16263.3%8557.0%1352.2%4354.5%2355.9% 103.9%42.4%----13.2% 16062.6%8959.9%1246.7%5063.5%2867.8% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 301Page 301 Q20 Actions taken to reduce water usage Base Overall Overall Satisfaction(Q1) Satisfied Dissatisfie-d Account Setup Year 2019 2017-18 2015-16 2010-14 2000-09 Before2000 Use lesswater whentakingshower, handwashingdishes, etc. Wateredplants/lawnbetween 4PM& 9AM Wateredplantsless/use dripsystem Adjusted spri-nklers so the-y don’t run o-n driveway, s-idewalks, wa-ste water Washed car l-ess often/Us-ed water-effi-cient metho-ds to wash c-ar 618 544 52 35 54 52 108 168 202 37660.9%33060.7%3058.6%2056.0%3666.4%3262.2%6257.8%10160.1%12562.1% 32151.9%28251.8%2753.3%1131.4%2953.2%3567.3%5753.4%8550.7%10351.3% 28245.6%23743.6%3160.1%1440.4%2851.6%2649.1%4239.4%7343.6%9948.9% 28145.5%24244.4%2853.6%1440.2%1936.0%2446.8%4945.9%8550.6%8944.0% 30248.8%26047.8%2955.4%1335.6%2342.9%3158.6%5248.6%8148.0%10351.0% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 302Page 302 Q20 Actions taken to reduce water usage Base Contacted District inPast 6 Months (Q7,8) Yes No Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Use lesswater whentakingshower, handwashingdishes, etc. Wateredplants/lawnbetween 4PM& 9AM Wateredplantsless/use dripsystem Adjusted spri-nklers so the-y don’t run o-n driveway, s-idewalks, wa-ste water Washed car l-ess often/Us-ed water-effi-cient metho-ds to wash c-ar 125 479 25 33 44 63 61 110 103 7459.2%29461.4%2080.6%2370.8%3170.6%3454.4%4065.6%5550.2%5351.3% 6048.5%25553.2%1352.5%1029.9%2352.3%3454.3%3760.9%5348.0%5856.5% 5745.7%22146.2%1247.0%1341.1%1329.7%2641.1%2133.9%4945.0%5654.6% 5342.6%22045.9%1247.9%722.5%2044.7%2336.3%2845.2%5651.4%5048.5% 5443.4%24050.2%1039.6%1236.7%1943.3%3556.0%3455.0%4339.5%5351.7% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 303Page 303 Q20 Actions taken to reduce water usage Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely/Ne-ver Don't recallreceiving it Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Use lesswater whentakingshower, handwashingdishes, etc. Wateredplants/lawnbetween 4PM& 9AM Wateredplantsless/use dripsystem Adjusted spri-nklers so the-y don’t run o-n driveway, s-idewalks, wa-ste water Washed car l-ess often/Us-ed water-effi-cient metho-ds to wash c-ar 142 131 37 307 29 65 86 122 212 10070.6%8262.3%1849.6%17657.4%1965.3%4163.7%5159.3%6150.4%13162.0% 7754.2%6650.4%1334.6%16553.7%1552.0%3350.8%4653.8%7158.8%10348.3% 7552.8%5642.8%1539.7%13644.3%1864.2%2234.0%3844.6%5645.8%9545.0% 7250.8%5139.1%1746.8%14145.7%1241.0%2843.0%3439.6%5848.0%9946.6% 7754.0%5844.1%1335.9%15450.1%1447.8%2437.3%4350.3%6250.7%10147.8% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 304Page 304 Q20 Actions taken to reduce water usage Base Hsld Members (QD3) 1 2 3 4 5 or more Taken Act ions t o Redu-ce Water Usage (Q19) Yes No Home OwnershipStatus (QD4) Own Rent/Livew/others Use lesswater whentakingshower, handwashingdishes, etc. Wateredplants/lawnbetween 4PM& 9AM Wateredplantsless/use dripsystem Adjusted spri-nklers so the-y don’t run o-n driveway, s-idewalks, wa-ste water Washed car l-ess often/Us-ed water-effi-cient metho-ds to wash c-ar 47 191 115 87 103 618 -536 71 3471.3%11560.0%6052.1%5664.0%6462.5%37660.9%--32360.2%4968.8% 2247.5%10353.8%5951.1%4248.1%5452.2%32151.9%--28052.2%3650.9% 2042.0%10554.9%4539.1%3641.4%3735.9%28245.6%--24746.0%3042.3% 2143.9%10253.2%4539.3%3539.7%4342.0%28145.5%--25146.7%2839.3% 2245.8%11057.6%5446.4%3236.6%4745.6%30248.8%--26449.2%3448.0% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 305Page 305 Q20 Actions taken to reduce water usage Base Gender (QD1) Male Female Home Type (QD6) Singlefamily Condo/Ot-her Service Address City Chula Vista El Cajon Jamul SpringValley Other C Use lesswater whentakingshower, handwashingdishes, etc. Wateredplants/lawnbetween 4PM& 9AM Wateredplantsless/use dripsystem Adjusted spri-nklers so the-y don’t run o-n driveway, s-idewalks, wa-ste water Washed car l-ess often/Us-ed water-effi-cient metho-ds to wash c-ar 325 279 561 29 393 69 23 111 23 18757.4%18064.6%33960.4%2275.6%24462.1%3753.6%1462.2%6357.0%1878.3% 16450.3%15154.3%29853.1%828.1%21955.8%3550.3%939.2%4842.8%1045.2% 14745.2%12545.0%25845.9%829.0%17644.7%4565.5%1463.7%3430.3%1356.1% 14043.0%13649.0%26246.7%726.0%18847.9%3855.3%1356.7%3228.5%1045.2% 14945.8%14753.0%27649.1%1240.4%19950.6%3855.4%732.2%4742.3%1045.2% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 306Page 306 Q20 Actions taken to reduce water usage Base Ethnicity (QD7) Caucasian/-White Latino/His-panic Af-America-n/Black AsianAmerican Mixed/Oth-er Use lesswater whentakingshower, handwashingdishes, etc. Wateredplants/lawnbetween 4PM& 9AM Wateredplantsless/use dripsystem Adjusted spri-nklers so the-y don’t run o-n driveway, s-idewalks, wa-ste water Washed car l-ess often/Us-ed water-effi-cient metho-ds to wash c-ar 256 148 25 78 41 15159.2%9362.4%1558.0%4658.8%2355.1% 13352.1%7349.2%1245.7%4658.5%1741.7% 12448.5%5637.6%728.9%3545.3%1639.8% 12147.2%6744.9%830.6%3646.2%1638.0% 12649.2%7047.4%1039.9%4152.3%2047.2% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 307Page 307 Q20 Actions taken to reduce water usage Base Overall Overall Satisfaction(Q1) Satisfied Dissatisfie-d Account Setup Year 2019 2017-18 2015-16 2010-14 2000-09 Before2000 Didn’t hosedown drivew-ay/walkways Installeddroughttolerant land-scapes/fakegrass Other (uniqueresponses) Not sure Prefer not toanswer 618 544 52 35 54 52 108 168 202 31651.1%27550.6%2854.3%1233.4%2648.8%2955.8%5147.8%8751.5%11154.9% 23638.1%20838.3%2140.6%1336.4%1732.2%1324.7%4037.3%6438.3%8843.7% 518.3%458.2%47.1%25.6%24.0%24.2%76.1%169.7%2211.1% 10.2%10.2%------------10.5% 20.3%10.1%12.6%--------10.8%10.4% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 308Page 308 Q20 Actions taken to reduce water usage Base Contacted District inPast 6 Months (Q7,8) Yes No Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Didn’t hosedown drivew-ay/walkways Installeddroughttolerant land-scapes/fakegrass Other (uniqueresponses) Not sure Prefer not toanswer 125 479 25 33 44 63 61 110 103 5342.4%25753.6%1560.7%1648.3%2045.4%2843.8%3658.4%4843.8%5250.3% 3629.2%19440.5%313.8%1029.5%1330.8%3250.9%1626.2%4238.0%4139.7% 129.7%388.0%13.1%12.9%512.3%46.8%58.3%98.6%88.2% --10.2%13.7%------------ 10.6%----------11.3%---- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 309Page 309 Q20 Actions taken to reduce water usage Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely/Ne-ver Don't recallreceiving it Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Didn’t hosedown drivew-ay/walkways Installeddroughttolerant land-scapes/fakegrass Other (uniqueresponses) Not sure Prefer not toanswer 142 131 37 307 29 65 86 122 212 8056.4%5743.8%1642.7%16352.9%1654.9%3146.8%3843.9%6250.9%11453.7% 6042.3%4433.8%1643.0%11637.6%1242.9%2030.0%2630.6%4133.7%8439.4% 118.0%1410.8%49.5%237.3%14.8%34.1%78.6%86.3%2511.6% --10.7%------------10.4% ----12.1%--------10.6%-- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 310Page 310 Q20 Actions taken to reduce water usage Base Hsld Members (QD3) 1 2 3 4 5 or more Taken Act ions t o Redu-ce Water Usage (Q19) Yes No Home OwnershipStatus (QD4) Own Rent/Livew/others Didn’t hosedown drivew-ay/walkways Installeddroughttolerant land-scapes/fakegrass Other (uniqueresponses) Not sure Prefer not toanswer 47 191 115 87 103 618 -536 71 2347.6%11962.3%5345.6%3843.4%4442.6%31651.1%--28352.7%3142.7% 2348.3%8644.8%3832.7%2630.2%3533.7%23638.1%--21440.0%1925.9% 24.3%189.4%1311.1%1011.1%32.7%518.3%--468.6%34.8% 12.0%--------10.2%--10.2%-- ----------20.3%--10.1%-- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 311Page 311 Q20 Actions taken to reduce water usage Base Gender (QD1) Male Female Home Type (QD6) Singlefamily Condo/Ot-her Service Address City Chula Vista El Cajon Jamul SpringValley Other C Didn’t hosedown drivew-ay/walkways Installeddroughttolerant land-scapes/fakegrass Other (uniqueresponses) Not sure Prefer not toanswer 325 279 561 29 393 69 23 111 23 15748.4%15354.9%29652.7%827.0%18847.7%4565.0%1463.7%5448.4%1566.9% 12538.4%10838.8%22139.3%39.5%13734.8%3652.0%1463.0%3632.8%1254.3% 268.0%259.0%488.5%12.8%287.0%811.9%28.4%109.1%416.3% 10.3%--10.2%--------10.8%-- 10.2%--10.1%--10.3%11.1%------ Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 312Page 312 Q20 Actions taken to reduce water usage Base Ethnicity (QD7) Caucasian/-White Latino/His-panic Af-America-n/Black AsianAmerican Mixed/Oth-er Didn’t hosedown drivew-ay/walkways Installeddroughttolerant land-scapes/fakegrass Other (uniqueresponses) Not sure Prefer not toanswer 256 148 25 78 41 14356.1%7047.1%1038.3%3848.2%1844.4% 10842.1%4932.9%622.4%3342.6%1639.1% 186.9%106.7%313.0%89.9%613.9% 10.4%-------- 10.3%10.9%------ Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 313Page 313 Q21 Changes on property to reduce water usage in past 5 yrs Base Overall Overall Satisfaction(Q1) Satisfied Dissatisfie-d Account Setup Year 2019 2017-18 2015-16 2010-14 2000-09 Before2000 Yes No Not sure Prefer not toanswer 800 714 59 50 71 59 142 207 271 51364.2%45563.7%4373.2%2550.3%3447.4%2948.4%9265.0%14369.0%19170.4% 24630.8%22331.3%1322.9%1835.6%2940.7%2746.3%4632.7%5526.6%7126.0% 253.2%233.2%11.6%510.8%45.1%34.5%21.6%83.7%41.3% 151.9%131.8%12.3%23.3%56.9%00.7%10.7%10.6%62.2% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 314Page 314 Q21 Changes on property to reduce water usage in past 5 yrs Base Contacted District inPast 6 Months (Q7,8) Yes No Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Yes No Not sure Prefer not toanswer 158 620 37 39 53 79 76 143 139 9862.2%40365.0%1949.9%2051.2%3566.0%4962.5%4458.6%10070.0%8561.3% 5031.4%19130.7%1334.8%1640.9%1426.6%2633.3%2937.8%3826.5%5338.0% 53.0%182.9%24.6%25.9%47.4%34.2%23.0%42.6%10.7% 53.3%81.3%410.6%12.0%----00.5%10.9%-- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 315Page 315 Q21 Changes on property to reduce water usage in past 5 yrs Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely/Ne-ver Don't recallreceiving it Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Yes No Not sure Prefer not toanswer 176 163 51 406 46 82 120 153 267 13677.3%11167.6%3874.7%22856.1%2042.8%4352.1%7058.6%10165.7%18569.5% 3218.1%5131.0%1121.9%15237.4%1531.6%3542.9%4638.5%4629.9%7427.8% 42.1%10.6%23.4%194.6%816.9%21.9%32.5%42.4%52.1% 42.5%10.8%--81.9%48.6%33.1%00.3%32.0%20.6% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 316Page 316 Q21 Changes on property to reduce water usage in past 5 yrs Base Hsld Members (QD3) 1 2 3 4 5 or more Taken Act ions t o Redu-ce Water Usage (Q19) Yes No Home OwnershipStatus (QD4) Own Rent/Livew/others Yes No Not sure Prefer not toanswer 68 234 148 118 128 618 145 687 97 4261.7%15967.7%10067.4%7362.1%7357.1%42468.5%6544.4%46467.5%4243.5% 2638.3%6427.1%4127.8%3731.2%5341.2%17227.8%7450.9%19728.7%4545.9% --72.9%42.7%76.2%21.8%162.5%53.4%192.7%76.8% --52.2%32.1%10.5%--71.1%21.2%71.1%43.7% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 317Page 317 Q21 Changes on property to reduce water usage in past 5 yrs Base Gender (QD1) Male Female Home Type (QD6) Singlefamily Condo/Ot-her Service Address City Chula Vista El Cajon Jamul SpringValley Other C Yes No Not sure Prefer not toanswer 419 360 714 44 510 88 26 140 36 26663.4%24467.6%47967.1%1636.9%32062.8%6472.6%1971.9%8762.3%2364.0% 13933.1%9626.7%20729.0%2556.1%16632.6%2225.2%623.9%4230.2%925.4% 92.2%143.8%202.8%37.0%163.1%11.3%01.2%85.6%-- 61.4%71.9%81.1%--71.4%10.9%13.0%31.9%410.6% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 318Page 318 Q21 Changes on property to reduce water usage in past 5 yrs Base Ethnicity (QD7) Caucasian/-White Latino/His-panic Af-America-n/Black AsianAmerican Mixed/Oth-er Yes No Not sure Prefer not toanswer 343 180 35 91 55 23267.6%11061.2%1541.9%5863.6%3461.1% 9828.6%6234.6%1850.5%2931.4%1832.5% 82.3%63.1%13.8%44.5%12.4% 51.5%21.1%13.8%00.5%24.0% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 319Page 319 Q22 Changes on property to reduce water usage Base Overall Overall Satisfaction(Q1) Satisfied Dissatisfie-d Account Setup Year 2019 2017-18 2015-16 2010-14 2000-09 Before2000 Installeddroughttolerantlandscapes,fake grass,concrete Used lesswater whentakingshower, handwashingdishes Purchasedwater-efficientappliances Installed dripsystem Adjusted,changedirrigationsystem 513 455 43 25 34 29 92 143 191 27854.2%24854.5%2353.5%1456.4%1647.5%1240.3%4548.7%7653.3%11560.4% 173.4%143.1%13.1%12.4%--14.1%22.3%64.0%84.0% 9318.2%7917.5%818.8%729.7%1234.3%619.5%2122.9%2618.4%2111.1% 5911.6%5111.3%613.8%27.7%411.6%620.3%1112.3%1510.8%2111.0% 438.3%367.9%613.3%14.1%410.4%311.3%33.6%149.4%189.6% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 320Page 320 Q22 Changes on property to reduce water usage Base Contacted District inPast 6 Months (Q7,8) Yes No Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Installeddroughttolerantlandscapes,fake grass,concrete Used lesswater whentakingshower, handwashingdishes Purchasedwater-efficientappliances Installed dripsystem Adjusted,changedirrigationsystem 98 403 19 20 35 49 44 100 85 4747.7%22355.2%634.3%1049.7%1441.2%2959.8%2964.1%5857.6%4248.7% 33.1%143.4%17.2%--24.9%11.3%13.0%22.3%45.1% 2626.2%6516.1%314.5%420.1%926.8%816.5%1022.4%1918.9%1517.6% 1211.9%4711.6%211.4%13.9%25.6%713.4%510.6%99.0%1821.1% 99.1%348.4%211.4%14.7%26.5%611.7%25.3%1111.2%67.4% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 321Page 321 Q22 Changes on property to reduce water usage Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely/Ne-ver Don't recallreceiving it Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Installeddroughttolerantlandscapes,fake grass,concrete Used lesswater whentakingshower, handwashingdishes Purchasedwater-efficientappliances Installed dripsystem Adjusted,changedirrigationsystem 136 111 38 228 20 43 70 101 185 8361.0%6457.7%1539.5%11650.8%838.9%2250.8%3550.0%4544.3%10858.2% 85.6%00.3%25.6%73.1%13.1%--22.8%11.3%84.4% 1511.3%2825.1%923.9%4117.9%522.8%920.2%2636.9%2222.2%2211.6% 1511.1%109.0%49.8%3113.4%13.1%614.7%46.0%1616.4%2312.2% 1410.0%22.0%411.5%239.9%29.4%819.8%34.9%1010.3%158.2% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 322Page 322 Q22 Changes on property to reduce water usage Base Hsld Members (QD3) 1 2 3 4 5 or more Taken Act ions t o Redu-ce Water Usage (Q19) Yes No Home OwnershipStatus (QD4) Own Rent/Livew/others Installeddroughttolerantlandscapes,fake grass,concrete Used lesswater whentakingshower, handwashingdishes Purchasedwater-efficientappliances Installed dripsystem Adjusted,changedirrigationsystem 42 159 100 73 73 424 65 464 42 2251.9%8553.8%6565.1%3649.8%3852.8%23354.9%3452.7%25755.3%1842.3% 25.1%53.4%21.7%11.4%23.1%143.3%23.2%132.9%36.3% 922.6%2113.5%1716.8%1318.1%1926.3%7818.5%1015.7%8217.6%1127.0% 717.7%1811.7%1615.8%56.9%811.0%5011.9%811.9%5612.0%48.7% 37.3%138.1%98.7%911.7%56.8%378.8%23.3%398.4%49.7% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 323Page 323 Q22 Changes on property to reduce water usage Base Gender (QD1) Male Female Home Type (QD6) Singlefamily Condo/Ot-her Service Address City Chula Vista El Cajon Jamul SpringValley Other C Installeddroughttolerantlandscapes,fake grass,concrete Used lesswater whentakingshower, handwashingdishes Purchasedwater-efficientappliances Installed dripsystem Adjusted,changedirrigationsystem 266 244 479 16 320 64 19 87 23 15056.5%12752.0%26855.9%531.3%17956.0%3757.9%1263.3%3945.0%1146.4% 51.9%125.0%122.5%18.3%123.7%34.2%14.2%22.2%-- 3312.3%6024.8%8818.5%29.9%6018.8%710.3%314.2%1719.2%730.6% 3513.0%2510.2%5511.4%321.3%3912.2%1422.6%314.2%22.2%15.4% 248.9%197.8%408.4%--247.6%711.0%316.7%67.0%28.9% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 324Page 324 Q22 Changes on property to reduce water usage Base Ethnicity (QD7) Caucasian/-White Latino/His-panic Af-America-n/Black AsianAmerican Mixed/Oth-er Installeddroughttolerantlandscapes,fake grass,concrete Used lesswater whentakingshower, handwashingdishes Purchasedwater-efficientappliances Installed dripsystem Adjusted,changedirrigationsystem 232 110 15 58 34 12955.4%5146.5%747.3%3561.1%2266.1% 94.0%54.2%--12.3%14.0% 3716.1%2825.1%210.6%1017.6%822.5% 3515.0%76.6%214.5%47.0%515.3% 208.5%86.8%214.5%59.3%24.6% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 325Page 325 Q22 Changes on property to reduce water usage Base Overall Overall Satisfaction(Q1) Satisfied Dissatisfie-d Account Setup Year 2019 2017-18 2015-16 2010-14 2000-09 Before2000 Wateredplants earlymorning orlateafternoon Used water-efficientfaucet,showerheads, toilets Use rainbarrels Installedtanklesswater heater Used grey-water system Collected,reused water Washed carless often /Used water-efficientmethods 513 455 43 25 34 29 92 143 191 122.3%112.5%------26.0%11.5%75.1%10.7% 458.8%398.7%36.7%312.6%39.1%27.4%44.8%139.4%199.9% 81.6%61.2%36.2%15.3%----21.9%53.7%-- 91.7%81.8%----14.0%--22.5%53.7%-- 30.6%20.4%--12.4%----11.5%10.9%-- 102.0%71.6%25.3%--12.3%13.3%22.3%42.8%21.3% 101.9%81.8%13.1%01.7%--13.3%11.5%42.5%31.8% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 326Page 326 Q22 Changes on property to reduce water usage Base Contacted District inPast 6 Months (Q7,8) Yes No Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Wateredplants earlymorning orlateafternoon Used water-efficientfaucet,showerheads, toilets Use rainbarrels Installedtanklesswater heater Used grey-water system Collected,reused water Washed carless often /Used water-efficientmethods 98 403 19 20 35 49 44 100 85 00.4%112.8%----13.8%11.3%--21.7%44.7% 1313.5%317.7%423.2%14.7%411.1%816.2%511.6%87.8%89.9% 33.1%51.3%17.2%----12.7%--21.6%11.6% 32.7%61.6%----13.8%12.7%--11.3%33.3% 10.6%30.7%------11.3%--11.3%-- 43.7%71.7%15.1%13.1%--24.6%23.5%---- 21.7%71.7%--13.1%410.5%--13.0%11.3%11.6% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 327Page 327 Q22 Changes on property to reduce water usage Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely/Ne-ver Don't recallreceiving it Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Wateredplants earlymorning orlateafternoon Used water-efficientfaucet,showerheads, toilets Use rainbarrels Installedtanklesswater heater Used grey-water system Collected,reused water Washed carless often /Used water-efficientmethods 136 111 38 228 20 43 70 101 185 32.0%21.8%--73.1%----22.8%32.7%31.4% 1410.5%1211.2%24.1%177.4%419.7%36.9%1014.0%88.4%179.1% 32.0%00.3%--52.3%----11.9%44.0%31.6% 21.7%11.2%24.5%41.6%--48.5%11.3%43.6%-- --11.2%--20.9%13.1%------10.7% 10.5%11.2%12.0%83.3%--12.2%22.2%--31.7% 53.4%11.3%13.5%21.0%02.1%12.2%--11.3%52.7% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 328Page 328 Q22 Changes on property to reduce water usage Base Hsld Members (QD3) 1 2 3 4 5 or more Taken Act ions t o Redu-ce Water Usage (Q19) Yes No Home OwnershipStatus (QD4) Own Rent/Livew/others Wateredplants earlymorning orlateafternoon Used water-efficientfaucet,showerheads, toilets Use rainbarrels Installedtanklesswater heater Used grey-water system Collected,reused water Washed carless often /Used water-efficientmethods 42 159 100 73 73 424 65 464 42 --31.7%33.1%11.8%34.5%102.3%11.0%122.5%-- 717.0%106.6%88.4%911.6%912.1%327.5%914.7%398.5%512.5% 36.4%42.7%----11.8%81.9%00.6%81.8%-- 12.2%31.7%--56.2%--81.8%12.1%91.9%-- ----11.3%10.8%11.8%10.3%23.0%30.6%11.5% 24.7%32.0%22.3%22.1%--102.4%--81.7%25.4% 11.5%63.6%22.0%11.9%--102.3%--102.1%-- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 329Page 329 Q22 Changes on property to reduce water usage Base Gender (QD1) Male Female Home Type (QD6) Singlefamily Condo/Ot-her Service Address City Chula Vista El Cajon Jamul SpringValley Other C Wateredplants earlymorning orlateafternoon Used water-efficientfaucet,showerheads, toilets Use rainbarrels Installedtanklesswater heater Used grey-water system Collected,reused water Washed carless often /Used water-efficientmethods 266 244 479 16 320 64 19 87 23 72.5%52.1%112.3%13.8%113.5%00.6%------ 155.5%3112.5%439.0%18.6%3210.0%57.3%17.4%78.0%-- 10.5%72.9%81.7%--72.1%00.6%----15.4% 52.0%41.5%91.9%--51.7%--14.2%33.2%-- 31.2%--30.7%--31.0%-------- 41.4%72.8%81.8%13.8%61.9%22.4%--33.2%-- 31.3%62.5%91.9%13.8%72.1%11.2%--22.6%-- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 330Page 330 Q22 Changes on property to reduce water usage Base Ethnicity (QD7) Caucasian/-White Latino/His-panic Af-America-n/Black AsianAmerican Mixed/Oth-er Wateredplants earlymorning orlateafternoon Used water-efficientfaucet,showerheads, toilets Use rainbarrels Installedtanklesswater heater Used grey-water system Collected,reused water Washed carless often /Used water-efficientmethods 232 110 15 58 34 20.7%54.2%--47.0%-- 229.4%87.4%214.5%36.0%514.4% 31.3%11.1%--12.3%-- 21.0%22.1%16.4%12.3%-- 20.8%-------- 31.3%43.5%--11.4%-- 41.7%22.1%--12.3%11.8% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 331Page 331 Q22 Changes on property to reduce water usage Base Overall Overall Satisfaction(Q1) Satisfied Dissatisfie-d Account Setup Year 2019 2017-18 2015-16 2010-14 2000-09 Before2000 Reducedwater usagein general Other (uniqueresponses) Not sure,cannot thinkof anythingspecific Prefer not toanswer 513 455 43 25 34 29 92 143 191 7915.4%7416.3%48.5%14.1%12.8%14.1%2223.8%2618.0%2814.8% 71.4%51.1%25.4%----12.2%--10.7%63.0% 122.4%102.2%24.9%13.0%14.0%--32.9%53.4%31.3% 519.9%4710.3%24.1%310.7%513.8%414.4%1617.0%85.3%168.5% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 332Page 332 Q22 Changes on property to reduce water usage Base Contacted District inPast 6 Months (Q7,8) Yes No Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Reducedwater usagein general Other (uniqueresponses) Not sure,cannot thinkof anythingspecific Prefer not toanswer 98 403 19 20 35 49 44 100 85 1010.6%6616.5%15.6%210.7%1130.4%24.6%715.1%1211.9%910.1% 10.6%71.7%28.4%--------32.7%10.9% 33.5%92.1%------35.4%13.0%54.8%-- 1010.3%409.8%210.1%316.7%39.4%47.4%23.9%98.5%56.3% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 333Page 333 Q22 Changes on property to reduce water usage Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely/Ne-ver Don't recallreceiving it Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Reducedwater usagein general Other (uniqueresponses) Not sure,cannot thinkof anythingspecific Prefer not toanswer 136 111 38 228 20 43 70 101 185 2417.2%119.8%1128.3%3414.8%29.9%615.0%1318.8%1413.5%3217.2% 21.3%21.8%--41.6%------43.6%31.4% 21.3%11.2%410.5%52.2%01.9%13.1%22.4%44.0%31.4% 139.4%1110.3%24.9%2510.8%420.3%48.5%11.9%109.5%158.3% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 334Page 334 Q22 Changes on property to reduce water usage Base Hsld Members (QD3) 1 2 3 4 5 or more Taken Act ions t o Redu-ce Water Usage (Q19) Yes No Home OwnershipStatus (QD4) Own Rent/Livew/others Reducedwater usagein general Other (uniqueresponses) Not sure,cannot thinkof anythingspecific Prefer not toanswer 42 159 100 73 73 424 65 464 42 36.9%2717.0%1716.7%912.0%1216.3%5613.2%1624.8%7015.1%512.5% 11.5%32.2%22.3%----71.7%--61.2%23.7% 26.0%31.8%11.3%45.5%--112.5%12.1%122.6%-- 512.6%148.6%55.3%68.3%46.0%4410.4%46.8%429.1%716.4% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 335Page 335 Q22 Changes on property to reduce water usage Base Gender (QD1) Male Female Home Type (QD6) Singlefamily Condo/Ot-her Service Address City Chula Vista El Cajon Jamul SpringValley Other C Reducedwater usagein general Other (uniqueresponses) Not sure,cannot thinkof anythingspecific Prefer not toanswer 266 244 479 16 320 64 19 87 23 3914.7%4016.3%7415.5%--4413.9%1320.1%420.9%1618.8%15.4% 41.7%31.2%61.2%13.8%51.4%11.2%--22.2%-- 72.6%52.1%122.5%--82.5%34.9%--11.1%-- 2810.6%208.2%428.9%319.1%298.9%58.6%210.0%1314.9%28.6% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 336Page 336 Q22 Changes on property to reduce water usage Base Ethnicity (QD7) Caucasian/-White Latino/His-panic Af-America-n/Black AsianAmerican Mixed/Oth-er Reducedwater usagein general Other (uniqueresponses) Not sure,cannot thinkof anythingspecific Prefer not toanswer 232 110 15 58 34 3816.4%1715.0%16.4%69.9%515.4% 41.7%10.9%----11.8% 52.2%32.8%--34.6%14.0% 219.2%109.1%321.2%69.8%25.6% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 337Page 337 Q23 Satisfaction with communication Base Overall Overall Satisfaction(Q1) Satisfied Dissatisfie-d Account Setup Year 2019 2017-18 2015-16 2010-14 2000-09 Before2000 Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 800 714 59 50 71 59 142 207 271 33441.7%32445.4%59.2%2345.1%2636.0%2338.3%5941.9%7837.7%12546.2% 32941.2%29941.9%2237.4%1835.2%2940.0%2949.3%5941.8%8943.2%10638.9% 425.2%294.0%1118.8%12.5%46.1%34.5%107.3%104.7%134.9% 172.1%30.4%1221.1%23.5%33.9%11.0%21.6%52.6%41.4% 759.4%557.7%813.4%713.7%912.1%46.8%117.4%2411.6%217.7% 40.5%40.5%----11.9%----00.2%20.8% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 338Page 338 Q23 Satisfaction with communication Base Contacted District inPast 6 Months (Q7,8) Yes No Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 158 620 37 39 53 79 76 143 139 7044.6%25441.0%1747.0%2154.7%2750.9%4051.2%3241.6%5337.0%5741.0% 6239.3%26342.4%1540.4%1024.9%1936.3%2836.1%3444.9%7250.4%5740.6% 106.4%284.6%24.2%13.4%12.5%45.1%34.3%53.2%118.1% 53.3%91.4%13.8%12.7%--22.9%--31.9%32.1% 85.2%6410.3%24.6%410.9%510.3%44.7%79.2%117.6%96.8% 21.1%20.3%--13.4%--------21.3% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 339Page 339 Q23 Satisfaction with communication Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely/Ne-ver Don't recallreceiving it Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 176 163 51 406 46 82 120 153 267 10861.1%7143.7%2243.1%13232.4%1940.9%3239.5%5041.4%6542.4%11944.5% 5833.2%8351.0%2141.4%16540.7%1633.9%2935.1%6049.9%6038.9%11743.7% 52.7%10.4%11.5%358.7%23.8%1012.2%32.7%63.9%124.4% 31.5%10.4%12.6%112.6%36.0%33.5%10.7%32.1%31.0% 31.5%74.0%611.3%6014.7%612.6%79.1%65.3%1912.6%155.6% --10.5%--30.8%12.9%00.5%----20.8% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 340Page 340 Q23 Satisfaction with communication Base Hsld Members (QD3) 1 2 3 4 5 or more Taken Act ions t o Redu-ce Water Usage (Q19) Yes No Home OwnershipStatus (QD4) Own Rent/Livew/others Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 68 234 148 118 128 618 145 687 97 2942.4%9138.9%6846.2%5445.5%6147.6%25941.9%6141.9%28441.4%4344.0% 2840.8%10042.7%6845.7%5344.6%4333.8%24940.3%6343.2%29542.9%2829.0% 35.1%145.9%32.3%32.8%1310.1%345.5%74.8%334.8%88.6% 22.9%31.5%10.9%21.4%32.0%152.4%21.5%111.6%44.4% 57.6%2610.9%74.8%75.7%86.1%579.3%138.7%608.7%1414.0% 11.2%------00.3%40.6%--40.6%-- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 341Page 341 Q23 Satisfaction with communication Base Gender (QD1) Male Female Home Type (QD6) Singlefamily Condo/Ot-her Service Address City Chula Vista El Cajon Jamul SpringValley Other C Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 419 360 714 44 510 88 26 140 36 16539.4%16245.0%30042.0%2148.9%21642.3%3135.4%1038.3%6647.1%1129.6% 18143.2%14239.5%30142.1%1432.2%19738.7%4146.5%1247.4%6042.6%1953.0% 256.0%164.5%354.9%13.0%305.8%33.1%13.0%43.0%411.7% 61.4%82.2%91.3%48.9%112.2%22.7%--21.6%12.3% 389.1%318.6%669.2%37.0%5310.4%1112.4%28.4%85.4%13.4% 30.8%00.1%40.5%--30.5%--13.0%00.3%-- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 342Page 342 Q23 Satisfaction with communication Base Ethnicity (QD7) Caucasian/-White Latino/His-panic Af-America-n/Black AsianAmerican Mixed/Oth-er Very satisfied Somewhatsatisfied Somewhatdissatisfied Verydissatisfied Not sure Prefer not toanswer 343 180 35 91 55 14542.1%8547.3%1749.6%3335.8%2240.7% 15444.8%5530.8%1645.7%3942.8%2442.7% 123.6%179.5%11.8%44.4%58.4% 61.6%52.9%01.2%11.5%22.8% 267.5%168.8%11.8%1314.0%24.5% 10.2%10.7%--11.5%00.8% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 343Page 343 Q24 Recall receiving the Pipeline Newsletter Base Overall Overall Satisfaction(Q1) Satisfied Dissatisfie-d Account Setup Year 2019 2017-18 2015-16 2010-14 2000-09 Before2000 Yes No Not sure Prefer not toanswer 800 714 59 50 71 59 142 207 271 39148.9%36551.1%1831.3%1224.9%2230.6%2745.5%6042.6%10048.3%17062.6% 26232.7%22431.5%2847.1%2856.4%3245.1%1729.0%5136.3%7737.1%5620.8% 14518.1%12317.3%1119.3%918.7%1622.9%1525.5%3021.1%2913.9%4516.6% 20.3%10.1%12.3%--11.4%----10.6%-- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 344Page 344 Q24 Recall receiving the Pipeline Newsletter Base Contacted District inPast 6 Months (Q7,8) Yes No Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Yes No Not sure Prefer not toanswer 158 620 37 39 53 79 76 143 139 7245.3%30949.8%2053.0%1538.5%2953.6%2937.2%3850.4%6948.4%7151.2% 6038.1%19731.8%1334.9%1435.4%1731.1%3138.8%2634.5%5135.4%4834.6% 2616.6%11318.2%512.1%1025.0%815.3%1924.0%1115.1%2316.2%2014.2% --10.2%--01.1%---------- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 345Page 345 Q24 Recall receiving the Pipeline Newsletter Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely/Ne-ver Don't recallreceiving it Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Yes No Not sure Prefer not toanswer 176 163 51 406 46 82 120 153 267 176100.0%163100.0%51100.0%--1124.8%2125.2%6050.2%8051.9%15257.0% ------26264.4%2655.5%4351.8%3932.1%5536.2%6624.8% ------14535.6%817.5%1923.0%2117.6%1811.9%4918.2% --------12.2%-------- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 346Page 346 Q24 Recall receiving the Pipeline Newsletter Base Hsld Members (QD3) 1 2 3 4 5 or more Taken Act ions t o Redu-ce Water Usage (Q19) Yes No Home OwnershipStatus (QD4) Own Rent/Livew/others Yes No Not sure Prefer not toanswer 68 234 148 118 128 618 145 687 97 3957.1%12654.0%7349.2%5244.0%5643.9%31050.1%6745.9%34450.0%3738.6% 2131.1%6126.2%5134.3%4740.1%4838.0%19331.2%6141.7%22032.0%4041.7% 811.8%4619.8%2416.5%1915.9%2317.8%11518.5%1812.1%12317.9%1819.1% --------00.3%10.2%00.3%00.1%10.6% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 347Page 347 Q24 Recall receiving the Pipeline Newsletter Base Gender (QD1) Male Female Home Type (QD6) Singlefamily Condo/Ot-her Service Address City Chula Vista El Cajon Jamul SpringValley Other C Yes No Not sure Prefer not toanswer 419 360 714 44 510 88 26 140 36 19947.4%18551.3%35149.2%2454.2%23045.0%5461.6%1558.1%7050.4%2259.7% 14033.3%11431.7%23232.5%1329.0%17434.2%2325.6%726.4%4834.4%1027.7% 8019.2%6117.0%13018.3%716.8%10420.4%1112.8%415.5%2114.9%512.6% 00.1%--00.1%--20.4%----00.3%-- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 348Page 348 Q24 Recall receiving the Pipeline Newsletter Base Ethnicity (QD7) Caucasian/-White Latino/His-panic Af-America-n/Black AsianAmerican Mixed/Oth-er Yes No Not sure Prefer not toanswer 343 180 35 91 55 19557.0%8044.5%1337.5%3639.2%1833.5% 9427.5%6737.0%1953.1%3133.7%2138.8% 5315.5%3217.8%39.4%2426.7%1527.7% --10.7%--00.5%-- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 349Page 349 Q25 Frequency of reading the Pipeline Newsletter Base Overall Overall Satisfaction(Q1) Satisfied Dissatisfie-d Account Setup Year 2019 2017-18 2015-16 2010-14 2000-09 Before2000 Always Sometimes Rarely Never Prefer not toanswer 391 365 18 12 22 27 60 100 170 17645.1%16645.4%845.9%536.3%835.9%727.3%2033.2%5251.9%8550.0% 16341.8%15241.7%841.7%650.5%1150.8%1452.3%2948.3%3332.7%7041.4% 4210.8%3910.8%15.1%213.2%27.1%516.9%814.1%1514.6%126.8% 92.3%82.1%17.3%--16.1%13.5%34.4%10.8%31.8% ------------------ Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 350Page 350 Q25 Frequency of reading the Pipeline Newsletter Base Contacted District inPast 6 Months (Q7,8) Yes No Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Always Sometimes Rarely Never Prefer not toanswer 72 309 20 15 29 29 38 69 71 3244.3%14145.5%944.7%532.8%1140.1%1344.3%1539.3%2841.1%3345.6% 3245.0%12640.9%947.3%856.8%1242.5%1550.4%1847.4%2841.1%2940.0% 68.5%3511.2%28.0%210.4%414.1%25.3%49.2%1115.9%810.9% 22.2%72.4%----13.3%--24.1%11.9%33.5% ------------------ Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 351Page 351 Q25 Frequency of reading the Pipeline Newsletter Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely/Ne-ver Don't recallreceiving it Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Always Sometimes Rarely Never Prefer not toanswer 176 163 51 -11 21 60 80 152 176100.0%------433.4%417.8%2236.0%3746.6%7650.0% --163100.0%----329.6%1257.1%2947.2%3543.4%6140.4% ----4282.7%--325.3%420.5%813.9%56.8%138.6% ----917.3%--111.6%14.6%22.9%33.1%21.0% ------------------ Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 352Page 352 Q25 Frequency of reading the Pipeline Newsletter Base Hsld Members (QD3) 1 2 3 4 5 or more Taken Act ions t o Redu-ce Water Usage (Q19) Yes No Home OwnershipStatus (QD4) Own Rent/Livew/others Always Sometimes Rarely Never Prefer not toanswer 39 126 73 52 56 310 67 344 37 1947.8%6450.8%2940.2%1835.7%2341.6%14245.7%2333.7%15645.3%1333.8% 1537.9%5140.1%3244.7%2751.6%2645.7%13142.3%3147.0%14241.3%2052.8% 614.3%97.2%912.7%59.4%611.0%309.8%1116.1%3811.1%411.3% --21.9%22.4%23.3%11.7%72.2%23.2%82.4%12.1% ------------------ Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 353Page 353 Q25 Frequency of reading the Pipeline Newsletter Base Gender (QD1) Male Female Home Type (QD6) Singlefamily Condo/Ot-her Service Address City Chula Vista El Cajon Jamul SpringValley Other C Always Sometimes Rarely Never Prefer not toanswer 199 185 351 24 230 54 15 70 22 9145.7%8244.5%15243.2%1356.1%10847.2%2444.5%745.4%2941.3%836.9% 8743.7%7540.6%15443.8%833.1%9742.2%1832.4%533.9%3042.8%1463.1% 199.3%2312.2%3810.8%15.2%2310.0%915.9%215.5%811.9%-- 31.3%52.7%82.1%15.6%10.6%47.2%15.2%34.0%-- ------------------ Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 354Page 354 Q25 Frequency of reading the Pipeline Newsletter Base Ethnicity (QD7) Caucasian/-White Latino/His-panic Af-America-n/Black AsianAmerican Mixed/Oth-er Always Sometimes Rarely Never Prefer not toanswer 195 80 13 36 18 9046.2%3441.9%319.5%1645.0%841.0% 8141.6%3442.1%968.7%1541.1%946.7% 189.0%1214.8%14.7%513.9%212.3% 63.2%11.2%17.2%---- ---------- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 355Page 355 Q26a Email Base Overall Overall Satisfaction(Q1) Satisfied Dissatisfie-d Account Setup Year 2019 2017-18 2015-16 2010-14 2000-09 Before2000 Veryeffective Somewhateffective Not at all Not sure /Prefer not toanswer 800 714 59 50 71 59 142 207 271 35844.7%32645.7%2338.6%2753.6%3954.9%2543.2%5941.4%10852.1%10036.9% 29036.2%26036.4%2237.8%1836.8%1825.8%2542.5%5841.0%6732.2%10338.2% 12015.0%10314.4%1118.3%48.0%1013.5%69.8%2115.0%2813.6%5118.8% 324.1%253.5%35.2%11.6%45.7%34.5%42.7%42.1%176.2% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 356Page 356 Q26a Email Base Contacted District inPast 6 Months (Q7,8) Yes No Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Veryeffective Somewhateffective Not at all Not sure /Prefer not toanswer 158 620 37 39 53 79 76 143 139 7044.1%27945.0%1746.5%1742.8%2648.6%3746.9%3545.8%5941.4%6848.9% 5836.8%22336.0%924.8%1435.2%1528.3%2734.9%2938.8%6041.8%5136.8% 2314.5%9315.0%719.0%718.0%1222.6%1114.3%1215.4%1812.6%1913.4% 74.6%254.0%49.7%24.0%00.6%33.9%--64.3%11.0% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 357Page 357 Q26a Email Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely/Ne-ver Don't recallreceiving it Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Veryeffective Somewhateffective Not at all Not sure /Prefer not toanswer 176 163 51 406 46 82 120 153 267 8849.9%6438.9%1835.1%18846.2%2655.1%3745.7%5747.6%7448.3%11342.5% 5229.4%6942.4%1937.7%14936.8%1328.3%3745.2%4537.6%5032.8%9535.7% 3117.3%2716.7%1019.7%5112.4%47.8%78.2%1512.6%2415.5%5219.4% 63.4%32.0%47.5%194.6%48.8%11.0%32.2%53.4%72.4% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 358Page 358 Q26a Email Base Hsld Members (QD3) 1 2 3 4 5 or more Taken Act ions t o Redu-ce Water Usage (Q19) Yes No Home OwnershipStatus (QD4) Own Rent/Livew/others Veryeffective Somewhateffective Not at all Not sure /Prefer not toanswer 68 234 148 118 128 618 145 687 97 3348.9%9540.3%7147.9%5748.6%6550.8%28946.8%5437.0%31445.7%4040.8% 1318.9%9641.1%5738.2%4538.1%4031.6%22436.2%5537.9%25036.4%3637.6% 1927.9%3414.5%1812.4%1210.0%2116.6%8513.7%3121.5%10014.6%1616.6% 34.3%94.0%21.5%43.4%11.0%213.3%53.6%233.4%54.9% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 359Page 359 Q26a Email Base Gender (QD1) Male Female Home Type (QD6) Singlefamily Condo/Ot-her Service Address City Chula Vista El Cajon Jamul SpringValley Other C Veryeffective Somewhateffective Not at all Not sure /Prefer not toanswer 419 360 714 44 510 88 26 140 36 19847.2%15743.7%32445.4%2147.8%23145.3%3742.0%1246.7%6446.0%1336.4% 14334.1%13337.0%26236.7%1228.0%19237.7%3135.4%830.5%4532.4%1337.2% 6214.8%5515.4%10614.8%818.6%7013.7%1617.7%518.5%2316.3%718.1% 163.9%144.0%223.1%25.7%173.3%44.9%14.2%75.3%38.3% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 360Page 360 Q26a Email Base Ethnicity (QD7) Caucasian/-White Latino/His-panic Af-America-n/Black AsianAmerican Mixed/Oth-er Veryeffective Somewhateffective Not at all Not sure /Prefer not toanswer 343 180 35 91 55 14542.3%9753.5%1234.2%4246.7%2647.1% 13439.0%5027.8%1440.7%3538.7%1833.3% 4914.2%2916.2%822.4%89.1%915.8% 154.4%42.4%12.7%55.5%23.8% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 361Page 361 Q26b Newsletters emailed to you / Electronic Newsletters Base Overall Overall Satisfaction(Q1) Satisfied Dissatisfie-d Account Setup Year 2019 2017-18 2015-16 2010-14 2000-09 Before2000 Veryeffective Somewhateffective Not at all Not sure /Prefer not toanswer 800 714 59 50 71 59 142 207 271 27934.8%25836.1%1322.6%2141.4%2535.4%2135.6%4834.0%7938.2%8531.2% 31038.7%28139.4%2339.7%2040.2%2433.9%2643.5%6042.7%7435.5%10639.0% 16320.4%13719.2%1729.6%816.0%1217.2%711.8%2719.2%4622.1%6323.3% 486.0%385.3%58.1%12.3%1013.4%59.1%64.2%94.1%186.5% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 362Page 362 Q26b Newsletters emailed to you / Electronic Newsletters Base Contacted District inPast 6 Months (Q7,8) Yes No Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Veryeffective Somewhateffective Not at all Not sure /Prefer not toanswer 158 620 37 39 53 79 76 143 139 4931.3%21735.0%1334.6%1025.4%1528.6%2936.8%2938.0%4631.8%5942.3% 6440.2%24239.1%1232.7%1436.6%2342.3%3139.6%3242.4%6444.5%5136.9% 3623.1%12219.6%822.9%1230.6%1527.9%1316.1%1418.5%2416.8%2517.9% 95.4%396.3%49.7%37.4%11.2%67.5%11.0%106.9%42.9% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 363Page 363 Q26b Newsletters emailed to you / Electronic Newsletters Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely/Ne-ver Don't recallreceiving it Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Veryeffective Somewhateffective Not at all Not sure /Prefer not toanswer 176 163 51 406 46 82 120 153 267 7341.2%5231.9%1528.4%13934.2%1737.2%3643.8%3832.0%6542.3%8331.2% 6235.0%7042.9%1734.1%16039.4%1737.2%3542.3%5142.7%5435.2%10037.6% 3419.5%3320.5%1733.1%7719.0%613.8%911.4%2722.6%2617.1%6825.6% 84.4%84.7%24.4%307.4%511.7%22.6%32.7%85.3%155.6% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 364Page 364 Q26b Newsletters emailed to you / Electronic Newsletters Base Hsld Members (QD3) 1 2 3 4 5 or more Taken Act ions t o Redu-ce Water Usage (Q19) Yes No Home OwnershipStatus (QD4) Own Rent/Livew/others Veryeffective Somewhateffective Not at all Not sure /Prefer not toanswer 68 234 148 118 128 618 145 687 97 2943.0%8636.8%4731.5%3731.8%5139.6%22536.4%4530.7%24936.2%2626.7% 1724.9%8436.1%6846.1%4840.5%5241.0%23838.5%5739.3%25637.3%4445.9% 1927.6%4820.6%2818.9%2319.8%2217.3%11919.3%3524.3%14020.4%2121.3% 34.5%156.5%53.5%98.0%32.1%355.7%85.7%426.2%66.2% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 365Page 365 Q26b Newsletters emailed to you / Electronic Newsletters Base Gender (QD1) Male Female Home Type (QD6) Singlefamily Condo/Ot-her Service Address City Chula Vista El Cajon Jamul SpringValley Other C Veryeffective Somewhateffective Not at all Not sure /Prefer not toanswer 419 360 714 44 510 88 26 140 36 15136.0%12735.2%24934.8%1738.8%17834.9%2932.7%1141.4%4934.9%1233.4% 17241.0%12835.6%27738.8%1636.2%20339.8%3540.3%1037.1%5036.1%1131.0% 7618.0%8423.3%15021.0%716.2%10019.5%2022.2%621.5%2719.0%1233.3% 215.1%215.9%385.4%48.7%295.7%44.8%--1410.0%12.3% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 366Page 366 Q26b Newsletters emailed to you / Electronic Newsletters Base Ethnicity (QD7) Caucasian/-White Latino/His-panic Af-America-n/Black AsianAmerican Mixed/Oth-er Veryeffective Somewhateffective Not at all Not sure /Prefer not toanswer 343 180 35 91 55 11433.3%7441.2%925.6%3032.8%2443.1% 14341.6%6837.6%1748.1%3740.6%1527.9% 7221.0%2815.7%823.6%1718.2%1323.5% 144.2%105.5%12.7%88.4%35.5% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 367Page 367 Q26c Social Media like Twitter, Facebook and Instagram Base Overall Overall Satisfaction(Q1) Satisfied Dissatisfie-d Account Setup Year 2019 2017-18 2015-16 2010-14 2000-09 Before2000 Veryeffective Somewhateffective Not at all Not sure /Prefer not toanswer 800 714 59 50 71 59 142 207 271 9712.2%9012.6%59.2%1122.8%1115.5%1118.0%1813.1%2914.0%176.2% 22628.3%21329.8%1221.1%1530.6%2129.8%1627.8%5840.7%4622.2%7025.7% 37146.4%32345.2%3255.1%2040.4%2637.0%2745.0%5035.4%10851.9%14051.8% 10513.1%8812.4%914.7%36.2%1317.7%59.2%1510.8%2411.8%4416.3% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 368Page 368 Q26c Social Media like Twitter, Facebook and Instagram Base Contacted District inPast 6 Months (Q7,8) Yes No Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Veryeffective Somewhateffective Not at all Not sure /Prefer not toanswer 158 620 37 39 53 79 76 143 139 2213.9%7411.9%411.8%922.8%1120.7%67.2%912.4%1812.3%2115.2% 4528.5%17027.4%1027.3%717.4%1629.2%2328.8%2128.0%4531.6%4733.4% 7547.6%28946.5%1541.4%1948.7%2038.2%4050.9%3850.3%6444.7%6748.1% 169.9%8714.1%719.5%411.1%612.0%1013.1%79.3%1611.3%53.3% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 369Page 369 Q26c Social Media like Twitter, Facebook and Instagram Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely/Ne-ver Don't recallreceiving it Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Veryeffective Somewhateffective Not at all Not sure /Prefer not toanswer 176 163 51 406 46 82 120 153 267 2212.7%2112.6%48.4%5012.2%919.3%1821.4%2722.4%2013.3%124.6% 5833.1%4728.6%1122.1%11027.0%1431.2%3340.4%3932.3%3825.0%6925.9% 7240.7%8049.1%3058.6%18846.2%1431.2%2732.4%4638.2%7549.2%15357.5% 2413.6%169.6%610.9%5914.6%818.3%55.8%97.1%1912.4%3212.1% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 370Page 370 Q26c Social Media like Twitter, Facebook and Instagram Base Hsld Members (QD3) 1 2 3 4 5 or more Taken Act ions t o Redu-ce Water Usage (Q19) Yes No Home OwnershipStatus (QD4) Own Rent/Livew/others Veryeffective Somewhateffective Not at all Not sure /Prefer not toanswer 68 234 148 118 128 618 145 687 97 710.1%166.8%117.5%2017.2%3426.6%8113.2%138.8%8312.1%1313.7% 1217.0%6327.1%4933.0%3832.2%4233.1%17528.3%4027.6%19728.7%2424.3% 4160.5%12653.6%7248.7%4336.9%4837.7%28145.5%7954.6%32347.0%4344.6% 812.4%2912.5%1610.9%1613.8%32.5%8113.0%139.0%8412.2%1717.4% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 371Page 371 Q26c Social Media like Twitter, Facebook and Instagram Base Gender (QD1) Male Female Home Type (QD6) Singlefamily Condo/Ot-her Service Address City Chula Vista El Cajon Jamul SpringValley Other C Veryeffective Somewhateffective Not at all Not sure /Prefer not toanswer 419 360 714 44 510 88 26 140 36 4611.0%4813.4%8712.1%818.3%6713.2%99.7%14.2%1813.1%26.9% 12529.9%9927.4%20428.6%1227.9%14628.7%1820.3%520.4%4330.7%1438.3% 19646.7%16846.5%33747.2%1841.9%23145.4%4955.8%1869.5%5639.9%1746.5% 5212.4%4612.7%8712.2%511.9%6512.8%1214.2%26.0%2316.4%38.3% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 372Page 372 Q26c Social Media like Twitter, Facebook and Instagram Base Ethnicity (QD7) Caucasian/-White Latino/His-panic Af-America-n/Black AsianAmerican Mixed/Oth-er Veryeffective Somewhateffective Not at all Not sure /Prefer not toanswer 343 180 35 91 55 205.8%4524.9%412.6%1718.3%59.0% 9527.6%5932.7%926.2%3033.3%1831.8% 18754.4%5731.8%1748.0%3234.7%2749.6% 4212.2%1910.6%513.2%1213.7%59.7% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 373Page 373 Q26d Otay Water District website Base Overall Overall Satisfaction(Q1) Satisfied Dissatisfie-d Account Setup Year 2019 2017-18 2015-16 2010-14 2000-09 Before2000 Veryeffective Somewhateffective Not at all Not sure /Prefer not toanswer 800 714 59 50 71 59 142 207 271 18923.6%17624.7%915.6%1632.6%2332.2%1017.8%3424.1%4823.3%5721.0% 32340.4%29541.4%1831.4%1733.9%2433.5%2542.1%6445.1%8139.1%11341.5% 22628.3%19026.6%2745.6%1529.2%1520.4%1829.7%3524.8%7033.7%7527.6% 627.7%527.3%47.5%24.3%1014.0%610.4%96.0%83.9%279.9% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 374Page 374 Q26d Otay Water District website Base Contacted District inPast 6 Months (Q7,8) Yes No Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Veryeffective Somewhateffective Not at all Not sure /Prefer not toanswer 158 620 37 39 53 79 76 143 139 4125.7%13922.4%1130.2%922.3%1325.1%2633.6%2228.7%2618.4%2819.9% 6037.8%25641.2%1336.1%1232.0%2342.5%2329.3%3039.1%6847.3%6244.8% 5132.3%17127.6%923.9%1332.8%1527.4%2026.0%2026.5%4128.8%4230.5% 74.2%548.8%49.7%512.9%35.0%911.2%45.8%85.5%74.8% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 375Page 375 Q26d Otay Water District website Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely/Ne-ver Don't recallreceiving it Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Veryeffective Somewhateffective Not at all Not sure /Prefer not toanswer 176 163 51 406 46 82 120 153 267 5028.6%3722.4%612.3%9623.5%1736.3%2328.5%2621.7%4730.7%4115.5% 7643.1%7948.6%1936.6%14836.5%1429.7%3846.5%6352.2%5737.2%11141.5% 4223.7%3823.5%2243.6%12230.1%1021.5%1821.5%2420.3%4227.2%9535.7% 84.6%95.5%47.5%409.9%612.5%33.5%75.9%85.0%207.3% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 376Page 376 Q26d Otay Water District website Base Hsld Members (QD3) 1 2 3 4 5 or more Taken Act ions t o Redu-ce Water Usage (Q19) Yes No Home OwnershipStatus (QD4) Own Rent/Livew/others Veryeffective Somewhateffective Not at all Not sure /Prefer not toanswer 68 234 148 118 128 618 145 687 97 1623.3%4720.0%2818.8%3025.6%4534.9%14223.0%3825.9%15823.0%2626.3% 1725.3%10243.3%6946.8%4538.0%5543.0%25341.0%5437.2%28341.2%3232.6% 3145.5%6427.2%4731.8%3226.8%2519.2%17929.0%4027.5%19528.3%2930.1% 45.9%229.4%42.6%119.6%42.8%447.1%149.3%517.4%1110.9% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 377Page 377 Q26d Otay Water District website Base Gender (QD1) Male Female Home Type (QD6) Singlefamily Condo/Ot-her Service Address City Chula Vista El Cajon Jamul SpringValley Other C Veryeffective Somewhateffective Not at all Not sure /Prefer not toanswer 419 360 714 44 510 88 26 140 36 10424.9%8122.5%16022.5%1534.6%12524.6%1820.8%414.4%3021.6%1232.2% 17241.0%14640.4%30142.1%1125.8%20440.1%3337.6%1143.7%5841.2%1746.1% 11126.6%10930.2%20328.5%1329.1%14428.2%2932.8%932.9%3726.6%821.7% 317.5%256.9%496.9%510.5%377.2%88.8%29.0%1510.7%-- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 378Page 378 Q26d Otay Water District website Base Ethnicity (QD7) Caucasian/-White Latino/His-panic Af-America-n/Black AsianAmerican Mixed/Oth-er Veryeffective Somewhateffective Not at all Not sure /Prefer not toanswer 343 180 35 91 55 6218.0%6234.3%925.0%2224.3%1730.0% 15144.0%6536.0%1235.5%3538.0%2037.1% 10831.4%4524.9%1130.7%2426.3%1425.7% 236.6%94.8%38.7%1011.4%47.2% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 379Page 379 Q26e Newsletters mailed to your house Base Overall Overall Satisfaction(Q1) Satisfied Dissatisfie-d Account Setup Year 2019 2017-18 2015-16 2010-14 2000-09 Before2000 Veryeffective Somewhateffective Not at all Not sure /Prefer not toanswer 800 714 59 50 71 59 142 207 271 26132.6%23633.0%1932.5%1326.3%2535.2%1729.0%4632.2%6832.9%9133.7% 31439.3%28539.9%1830.9%2142.3%2231.0%2440.8%5740.3%7938.1%11140.9% 17822.2%15621.9%1627.8%1529.1%1419.3%1423.3%3323.4%5426.2%4817.8% 485.9%375.2%58.8%12.3%1014.5%46.8%64.1%62.8%217.6% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 380Page 380 Q26e Newsletters mailed to your house Base Contacted District inPast 6 Months (Q7,8) Yes No Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Veryeffective Somewhateffective Not at all Not sure /Prefer not toanswer 158 620 37 39 53 79 76 143 139 5635.5%19631.6%1233.1%1538.5%2648.2%2936.9%2533.3%4128.8%4331.1% 6037.8%24840.0%1848.7%1436.5%2037.5%3342.4%3546.1%6545.4%4632.7% 3321.0%13822.3%412.1%49.7%713.4%1214.9%1418.8%2920.3%4934.9% 95.7%386.1%26.1%615.3%00.8%55.8%11.8%85.6%21.2% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 381Page 381 Q26e Newsletters mailed to your house Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely/Ne-ver Don't recallreceiving it Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Veryeffective Somewhateffective Not at all Not sure /Prefer not toanswer 176 163 51 406 46 82 120 153 267 9151.8%5835.4%815.6%10325.4%1634.0%2227.2%3126.2%6039.0%9033.6% 6235.3%6942.0%1938.0%16340.2%2042.4%2935.7%4638.0%5536.0%11543.0% 179.7%3219.6%2038.5%10826.5%611.9%2429.6%4134.3%3120.4%5018.7% 63.2%53.0%47.9%327.9%511.7%67.5%21.6%74.6%124.6% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 382Page 382 Q26e Newsletters mailed to your house Base Hsld Members (QD3) 1 2 3 4 5 or more Taken Act ions t o Redu-ce Water Usage (Q19) Yes No Home OwnershipStatus (QD4) Own Rent/Livew/others Veryeffective Somewhateffective Not at all Not sure /Prefer not toanswer 68 234 148 118 128 618 145 687 97 2739.4%8234.9%4832.8%3932.8%3930.7%21534.8%3725.7%22332.5%3233.3% 2739.8%10243.6%5436.4%5244.4%4131.9%24038.8%6242.5%26939.1%4344.2% 1218.0%4017.0%4127.7%1613.9%4837.4%13021.0%3926.9%16123.4%1415.0% 22.8%104.4%53.1%118.9%--345.5%74.8%355.0%77.5% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 383Page 383 Q26e Newsletters mailed to your house Base Gender (QD1) Male Female Home Type (QD6) Singlefamily Condo/Ot-her Service Address City Chula Vista El Cajon Jamul SpringValley Other C Veryeffective Somewhateffective Not at all Not sure /Prefer not toanswer 419 360 714 44 510 88 26 140 36 14334.2%11231.1%23132.4%1943.5%16031.4%2731.0%1350.9%5136.5%925.1% 15637.3%15442.6%28940.4%1636.7%19638.4%3944.3%934.1%5539.1%1643.5% 9322.1%7821.7%16222.7%511.1%12524.6%1719.5%415.0%2316.4%823.0% 276.5%164.5%324.5%48.7%295.6%55.3%--118.0%38.3% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 384Page 384 Q26e Newsletters mailed to your house Base Ethnicity (QD7) Caucasian/-White Latino/His-panic Af-America-n/Black AsianAmerican Mixed/Oth-er Veryeffective Somewhateffective Not at all Not sure /Prefer not toanswer 343 180 35 91 55 9828.4%7441.1%1235.2%2527.9%2037.1% 15244.3%5128.2%1543.7%3943.3%2239.3% 7521.9%4826.5%618.4%2022.3%1018.0% 185.3%74.2%12.7%66.5%35.5% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 385Page 385 Q26f Information inserted into your water bill envelope Base Overall Overall Satisfaction(Q1) Satisfied Dissatisfie-d Account Setup Year 2019 2017-18 2015-16 2010-14 2000-09 Before2000 Veryeffective Somewhateffective Not at all Not sure /Prefer not toanswer 800 714 59 50 71 59 142 207 271 26533.1%24233.9%1931.5%1938.9%2129.8%2033.9%5035.2%7335.2%8130.0% 27133.8%24734.6%1627.1%1020.0%2535.3%1525.2%4632.3%7536.0%10037.1% 21326.6%18125.4%2034.8%1938.8%1622.7%1830.5%3927.5%4823.1%7326.8% 516.4%446.1%46.5%12.3%912.1%610.4%75.0%125.7%176.1% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 386Page 386 Q26f Information inserted into your water bill envelope Base Contacted District inPast 6 Months (Q7,8) Yes No Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Veryeffective Somewhateffective Not at all Not sure /Prefer not toanswer 158 620 37 39 53 79 76 143 139 6138.6%19731.8%1541.7%1230.5%2344.2%3240.4%2736.1%4330.1%4230.2% 5031.8%21434.5%1231.1%1435.0%2139.4%2835.8%2532.7%4934.0%4934.9% 3723.7%17027.3%821.1%1027.0%814.6%1418.0%1722.4%4229.2%4733.9% 95.9%406.4%26.1%37.5%11.8%55.8%78.8%106.7%11.0% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 387Page 387 Q26f Information inserted into your water bill envelope Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely/Ne-ver Don't recallreceiving it Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Veryeffective Somewhateffective Not at all Not sure /Prefer not toanswer 176 163 51 406 46 82 120 153 267 8749.4%5835.6%1019.2%10926.9%1533.0%3137.4%4033.4%5536.0%8933.3% 5933.2%7344.5%1632.0%12330.3%1429.5%2429.2%4033.3%5636.5%10137.8% 2513.9%2615.8%2344.4%13934.1%1123.0%2631.3%3428.2%3824.5%6424.1% 63.5%74.2%24.4%368.7%714.5%22.1%65.1%53.0%134.9% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 388Page 388 Q26f Information inserted into your water bill envelope Base Hsld Members (QD3) 1 2 3 4 5 or more Taken Act ions t o Redu-ce Water Usage (Q19) Yes No Home OwnershipStatus (QD4) Own Rent/Livew/others Veryeffective Somewhateffective Not at all Not sure /Prefer not toanswer 68 234 148 118 128 618 145 687 97 2537.3%7029.9%4530.4%4840.3%4938.8%20933.8%4329.7%22933.3%3131.6% 2740.4%8335.3%4631.3%3529.6%4737.2%20633.2%5336.5%22933.4%3838.7% 1521.8%6326.9%4832.3%2824.0%2922.5%16025.9%4329.7%18627.0%2122.1% 00.6%197.9%96.1%76.0%21.5%437.0%64.1%436.3%77.5% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 389Page 389 Q26f Information inserted into your water bill envelope Base Gender (QD1) Male Female Home Type (QD6) Singlefamily Condo/Ot-her Service Address City Chula Vista El Cajon Jamul SpringValley Other C Veryeffective Somewhateffective Not at all Not sure /Prefer not toanswer 419 360 714 44 510 88 26 140 36 13632.5%12434.5%23432.8%1635.8%17734.8%2326.1%831.7%4230.0%1439.0% 16238.7%10228.4%24534.2%1534.6%16833.0%3337.6%830.5%4935.4%1233.2% 9422.5%11431.8%19527.3%818.8%13125.7%2730.5%1037.7%3525.2%1027.7% 276.4%195.3%415.7%510.9%336.5%55.7%--139.3%-- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 390Page 390 Q26f Information inserted into your water bill envelope Base Ethnicity (QD7) Caucasian/-White Latino/His-panic Af-America-n/Black AsianAmerican Mixed/Oth-er Veryeffective Somewhateffective Not at all Not sure /Prefer not toanswer 343 180 35 91 55 9828.6%8346.2%1440.1%3033.6%1731.5% 12035.0%5329.1%1132.7%3538.2%2137.7% 10430.4%3821.0%924.4%1819.8%1221.2% 206.0%73.8%12.7%88.4%59.7% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 391Page 391 Q26g Postcards mailed to your house Base Overall Overall Satisfaction(Q1) Satisfied Dissatisfie-d Account Setup Year 2019 2017-18 2015-16 2010-14 2000-09 Before2000 Veryeffective Somewhateffective Not at all Not sure /Prefer not toanswer 800 714 59 50 71 59 142 207 271 21927.4%20228.3%1220.9%1428.6%2230.9%1831.4%4230.0%4923.5%7327.1% 33041.3%30242.3%1729.0%1937.6%2332.5%2848.1%5740.1%9445.4%10940.2% 20325.4%17224.1%2541.9%1530.6%1521.2%916.0%3625.1%5827.9%7025.9% 475.9%385.4%58.1%23.2%1115.3%34.5%74.8%73.2%196.8% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 392Page 392 Q26g Postcards mailed to your house Base Contacted District inPast 6 Months (Q7,8) Yes No Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Veryeffective Somewhateffective Not at all Not sure /Prefer not toanswer 158 620 37 39 53 79 76 143 139 4629.1%16626.8%1232.8%1230.2%2138.6%3139.4%1722.4%3021.3%4129.5% 5937.0%26542.7%1644.1%1435.2%2444.3%2532.2%3951.6%7149.3%5439.0% 4226.3%15525.0%616.0%1127.5%815.9%1721.8%1723.0%3625.1%4028.9% 127.6%355.6%37.2%37.1%11.2%56.6%23.0%64.4%42.6% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 393Page 393 Q26g Postcards mailed to your house Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely/Ne-ver Don't recallreceiving it Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Veryeffective Somewhateffective Not at all Not sure /Prefer not toanswer 176 163 51 406 46 82 120 153 267 5631.6%4930.0%714.3%10726.3%1634.4%2834.1%2319.4%4730.4%6925.9% 8246.6%6540.0%2038.4%16340.1%1634.1%3036.6%6352.4%6844.1%11241.9% 3318.6%4326.6%2242.9%10425.5%716.1%2125.1%3024.7%3221.1%7628.4% 63.3%63.4%24.4%338.1%715.4%34.2%43.5%74.5%103.9% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 394Page 394 Q26g Postcards mailed to your house Base Hsld Members (QD3) 1 2 3 4 5 or more Taken Act ions t o Redu-ce Water Usage (Q19) Yes No Home OwnershipStatus (QD4) Own Rent/Livew/others Veryeffective Somewhateffective Not at all Not sure /Prefer not toanswer 68 234 148 118 128 618 145 687 97 2131.1%6025.7%4127.5%3630.4%3729.4%17628.5%3423.6%18727.2%2929.8% 2739.0%10042.7%6141.4%5143.3%5140.0%25140.6%6444.1%28942.0%3940.7% 1927.4%6326.7%4228.6%2117.9%3829.6%15625.2%4229.0%17926.1%2121.6% 22.6%114.8%42.5%108.4%11.0%365.8%53.3%324.7%88.0% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 395Page 395 Q26g Postcards mailed to your house Base Gender (QD1) Male Female Home Type (QD6) Singlefamily Condo/Ot-her Service Address City Chula Vista El Cajon Jamul SpringValley Other C Veryeffective Somewhateffective Not at all Not sure /Prefer not toanswer 419 360 714 44 510 88 26 140 36 11527.5%10228.2%19827.7%1226.7%13626.7%2225.2%725.7%4431.2%1129.6% 17541.7%14841.1%30542.7%1535.2%21141.4%3640.7%1141.9%5841.7%1439.1% 10424.7%9626.7%18025.2%1124.9%13526.5%2528.8%932.4%2618.8%823.0% 266.2%143.9%314.3%613.2%285.5%55.3%--128.3%38.3% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 396Page 396 Q26g Postcards mailed to your house Base Ethnicity (QD7) Caucasian/-White Latino/His-panic Af-America-n/Black AsianAmerican Mixed/Oth-er Veryeffective Somewhateffective Not at all Not sure /Prefer not toanswer 343 180 35 91 55 8223.8%6234.2%1130.5%2831.3%1527.7% 15144.0%6837.5%1954.2%3841.9%2443.8% 9427.5%4323.6%411.5%1920.6%1221.8% 164.7%84.7%13.8%66.1%46.6% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 397Page 397 Q26h Notices hung on your front door handle Base Overall Overall Satisfaction(Q1) Satisfied Dissatisfie-d Account Setup Year 2019 2017-18 2015-16 2010-14 2000-09 Before2000 Veryeffective Somewhateffective Not at all Not sure /Prefer not toanswer 800 714 59 50 71 59 142 207 271 19224.0%17524.5%1016.7%1631.5%2332.0%1729.6%3423.7%4120.0%6122.4% 27033.8%24534.3%1932.8%1632.0%2230.6%1932.5%4934.4%7234.7%9334.1% 28535.6%25035.0%2543.3%1834.9%1926.7%1627.5%5035.5%8742.0%9535.0% 536.7%446.1%47.2%11.5%810.8%610.4%96.4%73.2%238.5% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 398Page 398 Q26h Notices hung on your front door handle Base Contacted District inPast 6 Months (Q7,8) Yes No Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Veryeffective Somewhateffective Not at all Not sure /Prefer not toanswer 158 620 37 39 53 79 76 143 139 5031.8%13521.7%1231.7%1127.3%2140.4%2632.7%2026.7%2719.2%3525.2% 4729.8%21835.1%822.2%1129.1%1427.2%3037.5%3140.4%5034.6%5237.2% 5031.4%22636.5%1438.8%1537.6%1629.5%1924.0%2229.4%5538.2%5035.7% 116.9%426.7%37.2%26.0%22.9%55.8%33.5%118.0%31.9% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 399Page 399 Q26h Notices hung on your front door handle Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely/Ne-ver Don't recallreceiving it Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Veryeffective Somewhateffective Not at all Not sure /Prefer not toanswer 176 163 51 406 46 82 120 153 267 4424.9%5030.4%1223.0%8621.1%1533.3%2024.9%3831.9%3120.3%6022.5% 6436.5%5533.8%1528.9%13633.4%1634.5%3036.9%3730.9%5435.0%9335.0% 6134.7%5030.9%2141.0%15137.1%918.9%2834.0%4235.3%6039.3%9635.9% 73.8%84.9%47.1%348.4%613.3%34.2%21.9%85.4%186.6% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 400Page 400 Q26h Notices hung on your front door handle Base Hsld Members (QD3) 1 2 3 4 5 or more Taken Act ions t o Redu-ce Water Usage (Q19) Yes No Home OwnershipStatus (QD4) Own Rent/Livew/others Veryeffective Somewhateffective Not at all Not sure /Prefer not toanswer 68 234 148 118 128 618 145 687 97 2231.9%4720.1%3422.8%3227.0%3930.4%15625.2%3222.0%15622.8%2930.2% 1319.1%9038.5%5436.6%3530.1%4334.1%21334.4%4833.0%23734.6%3232.8% 3145.1%8335.3%5134.2%4235.5%4333.9%21234.3%5738.9%25236.6%3030.8% 33.9%146.1%96.4%97.3%21.7%386.1%96.1%426.1%66.1% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 401Page 401 Q26h Notices hung on your front door handle Base Gender (QD1) Male Female Home Type (QD6) Singlefamily Condo/Ot-her Service Address City Chula Vista El Cajon Jamul SpringValley Other C Veryeffective Somewhateffective Not at all Not sure /Prefer not toanswer 419 360 714 44 510 88 26 140 36 10124.2%8523.6%17224.0%1227.9%10620.9%1819.9%517.4%5035.8%1336.4% 14334.2%12434.3%24934.9%1635.4%17734.8%2831.5%934.7%4935.0%719.2% 14735.0%13136.3%25836.1%1021.9%19337.9%3641.1%1244.9%3021.8%1336.0% 276.6%215.8%355.0%714.8%336.4%77.5%13.0%107.3%38.3% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 402Page 402 Q26h Notices hung on your front door handle Base Ethnicity (QD7) Caucasian/-White Latino/His-panic Af-America-n/Black AsianAmerican Mixed/Oth-er Veryeffective Somewhateffective Not at all Not sure /Prefer not toanswer 343 180 35 91 55 7321.2%5731.4%1338.5%1819.7%1528.0% 11232.5%5731.5%1440.0%3943.1%1833.1% 13840.2%5731.5%718.9%2831.3%1628.5% 216.1%105.6%12.7%55.9%610.5% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 403Page 403 Q26i Sponsoring community events Base Overall Overall Satisfaction(Q1) Satisfied Dissatisfie-d Account Setup Year 2019 2017-18 2015-16 2010-14 2000-09 Before2000 Veryeffective Somewhateffective Not at all Not sure /Prefer not toanswer 800 714 59 50 71 59 142 207 271 14117.7%12717.8%1219.7%1224.1%1622.9%1424.3%2416.8%3316.2%4215.3% 33541.8%30843.2%2237.2%2346.3%3041.7%2439.9%6042.6%8139.2%11743.1% 24330.4%21229.7%2135.2%1224.5%1419.2%1525.5%4632.7%7234.6%8431.1% 8110.1%679.4%57.9%35.1%1216.2%610.2%118.0%2110.1%2810.4% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 404Page 404 Q26i Sponsoring community events Base Contacted District inPast 6 Months (Q7,8) Yes No Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Veryeffective Somewhateffective Not at all Not sure /Prefer not toanswer 158 620 37 39 53 79 76 143 139 3119.4%10316.6%821.1%820.6%1426.5%1620.3%79.4%2618.5%2920.8% 6641.6%26142.1%1233.3%1642.4%2444.9%3241.1%4458.5%6243.4%5136.9% 4628.8%19531.5%1232.0%1127.6%1425.7%2227.5%1519.3%4128.6%5338.0% 1610.2%619.8%513.6%49.4%22.9%911.2%1012.8%149.5%64.4% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 405Page 405 Q26i Sponsoring community events Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely/Ne-ver Don't recallreceiving it Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Veryeffective Somewhateffective Not at all Not sure /Prefer not toanswer 176 163 51 406 46 82 120 153 267 3821.4%2716.4%1019.8%6716.4%1022.3%2733.2%2318.8%2717.7%3412.8% 8447.4%7445.5%1426.9%16139.6%1634.1%3137.9%5445.3%7045.5%11141.4% 3821.6%4929.7%2345.8%13332.7%1327.2%1923.7%3327.4%4428.7%10137.9% 179.6%148.4%47.5%4511.2%816.4%45.1%108.6%128.0%217.8% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 406Page 406 Q26i Sponsoring community events Base Hsld Members (QD3) 1 2 3 4 5 or more Taken Act ions t o Redu-ce Water Usage (Q19) Yes No Home OwnershipStatus (QD4) Own Rent/Livew/others Veryeffective Somewhateffective Not at all Not sure /Prefer not toanswer 68 234 148 118 128 618 145 687 97 1217.0%3012.6%3020.4%2118.0%3427.0%11418.5%2517.3%11616.9%2122.0% 2739.2%10143.1%6040.5%5042.3%5643.6%25841.7%6141.7%29743.2%3132.5% 2638.1%7733.1%4631.1%3327.7%3426.6%18630.1%4832.9%21331.0%3031.3% 45.7%2611.1%127.9%1412.0%42.8%609.7%128.0%629.0%1414.2% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 407Page 407 Q26i Sponsoring community events Base Gender (QD1) Male Female Home Type (QD6) Singlefamily Condo/Ot-her Service Address City Chula Vista El Cajon Jamul SpringValley Other C Veryeffective Somewhateffective Not at all Not sure /Prefer not toanswer 419 360 714 44 510 88 26 140 36 7317.4%6518.0%12116.9%1022.3%9618.8%910.2%15.4%2820.0%820.9% 16439.0%16345.3%30542.7%1840.0%21341.9%3540.3%1246.1%6244.3%1232.3% 14434.4%9626.6%22531.5%1023.3%15129.6%3337.6%1348.6%3424.0%1336.2% 389.2%3610.1%648.9%614.4%509.8%1011.9%--1611.7%410.6% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 408Page 408 Q26i Sponsoring community events Base Ethnicity (QD7) Caucasian/-White Latino/His-panic Af-America-n/Black AsianAmerican Mixed/Oth-er Veryeffective Somewhateffective Not at all Not sure /Prefer not toanswer 343 180 35 91 55 4212.3%5832.2%1131.4%1313.8%713.5% 14542.4%7441.2%1441.3%4245.9%2138.7% 12235.5%3620.2%718.6%2730.0%1832.4% 349.8%116.4%38.7%910.3%815.4% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 409Page 409 Q26j Text messages Base Overall Overall Satisfaction(Q1) Satisfied Dissatisfie-d Account Setup Year 2019 2017-18 2015-16 2010-14 2000-09 Before2000 Veryeffective Somewhateffective Not at all Not sure /Prefer not toanswer 800 714 59 50 71 59 142 207 271 22728.3%21229.7%1321.6%2550.7%2737.7%2237.3%4330.6%5828.1%5118.7% 24330.3%21730.3%2033.2%1326.0%1825.3%1628.0%4229.8%6832.9%8531.3% 26533.2%23332.6%2136.4%1019.8%1623.1%1424.2%4833.6%6229.9%11542.5% 658.2%527.3%58.8%23.6%1014.0%610.4%96.0%199.0%207.5% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 410Page 410 Q26j Text messages Base Contacted District inPast 6 Months (Q7,8) Yes No Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Veryeffective Somewhateffective Not at all Not sure /Prefer not toanswer 158 620 37 39 53 79 76 143 139 4528.6%17528.2%1026.1%1436.1%1527.7%1924.2%2532.4%5337.3%4532.1% 4729.9%18930.5%1438.9%614.9%1629.2%2632.6%2938.3%4632.1%4532.1% 5333.7%20633.2%923.0%1640.1%2240.5%2430.6%2026.5%3423.8%4532.4% 137.9%508.1%411.9%38.9%12.5%1012.6%22.8%106.8%53.3% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 411Page 411 Q26j Text messages Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely/Ne-ver Don't recallreceiving it Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Veryeffective Somewhateffective Not at all Not sure /Prefer not toanswer 176 163 51 406 46 82 120 153 267 4927.8%4024.7%2242.2%11528.3%1634.3%3948.0%4436.8%4026.4%6423.9% 6436.3%5232.0%1121.7%11528.3%1634.4%2024.1%3831.3%6240.2%7126.5% 4927.6%6137.0%1631.6%13934.1%714.2%1822.1%2924.3%4227.6%12045.1% 158.3%106.3%24.4%389.2%817.1%55.8%97.6%95.9%124.5% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 412Page 412 Q26j Text messages Base Hsld Members (QD3) 1 2 3 4 5 or more Taken Act ions t o Redu-ce Water Usage (Q19) Yes No Home OwnershipStatus (QD4) Own Rent/Livew/others Veryeffective Somewhateffective Not at all Not sure /Prefer not toanswer 68 234 148 118 128 618 145 687 97 1725.4%4418.8%4732.0%3933.1%5341.4%17928.9%4229.1%19027.6%3434.7% 1521.8%7632.6%5335.9%3630.7%3426.6%19331.3%3725.4%21531.3%2425.1% 3348.2%9841.7%4027.1%2924.3%3628.2%19731.9%5739.4%23634.3%2525.6% 34.5%167.0%75.1%1412.0%53.8%497.9%96.1%476.8%1414.7% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 413Page 413 Q26j Text messages Base Gender (QD1) Male Female Home Type (QD6) Singlefamily Condo/Ot-her Service Address City Chula Vista El Cajon Jamul SpringValley Other C Veryeffective Somewhateffective Not at all Not sure /Prefer not toanswer 419 360 714 44 510 88 26 140 36 11928.4%10428.9%20428.5%1533.1%14929.2%1820.3%831.2%4733.6%513.7% 12730.4%11030.5%22531.5%1430.8%16732.7%2427.0%624.5%3928.0%718.1% 14534.7%11331.4%23933.4%1125.6%15229.9%4045.7%1141.3%4028.8%2259.9% 276.6%339.2%476.6%510.5%428.2%67.1%13.0%139.6%38.3% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 414Page 414 Q26j Text messages Base Ethnicity (QD7) Caucasian/-White Latino/His-panic Af-America-n/Black AsianAmerican Mixed/Oth-er Veryeffective Somewhateffective Not at all Not sure /Prefer not toanswer 343 180 35 91 55 7521.9%7742.5%1130.7%2830.8%1833.5% 10329.9%5027.7%1234.0%3740.2%1527.7% 13940.5%4223.4%1027.4%1718.7%1831.9% 267.7%126.4%37.8%910.3%46.9% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 415Page 415 Q26k Automated voice calls via telephone Base Overall Overall Satisfaction(Q1) Satisfied Dissatisfie-d Account Setup Year 2019 2017-18 2015-16 2010-14 2000-09 Before2000 Veryeffective Somewhateffective Not at all Not sure /Prefer not toanswer 800 714 59 50 71 59 142 207 271 11113.9%10414.6%59.0%714.6%79.8%915.4%2819.6%2713.0%3312.3% 18423.0%17123.9%1118.8%1326.5%2028.5%1626.4%3021.5%5225.4%5219.2% 43854.7%38353.7%3762.1%2957.3%3244.6%2949.4%7351.4%11655.8%16058.9% 678.4%567.8%610.1%11.5%1217.2%58.9%117.5%125.8%269.6% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 416Page 416 Q26k Automated voice calls via telephone Base Contacted District inPast 6 Months (Q7,8) Yes No Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Veryeffective Somewhateffective Not at all Not sure /Prefer not toanswer 158 620 37 39 53 79 76 143 139 2314.8%8413.5%820.3%616.4%1223.5%1620.6%1012.7%1610.9%1913.6% 3622.6%14323.0%820.9%1229.7%1426.0%2127.2%2127.5%4128.6%2518.0% 8755.1%34054.8%1643.0%1744.0%2648.0%3342.5%4357.0%7653.1%9064.9% 127.5%548.7%615.9%49.9%12.6%89.7%22.8%117.5%53.5% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 417Page 417 Q26k Automated voice calls via telephone Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely/Ne-ver Don't recallreceiving it Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Veryeffective Somewhateffective Not at all Not sure /Prefer not toanswer 176 163 51 406 46 82 120 153 267 2514.1%2313.9%815.5%5613.7%818.1%1315.6%1916.0%1610.6%3914.6% 4324.2%4225.5%1428.2%8520.9%919.1%1821.4%3428.4%4730.4%5320.0% 9855.4%8954.6%2548.8%22455.2%2145.4%5060.8%6150.4%7951.3%15859.4% 116.3%106.0%47.5%4210.2%817.4%22.1%65.2%127.7%166.0% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 418Page 418 Q26k Automated voice calls via telephone Base Hsld Members (QD3) 1 2 3 4 5 or more Taken Act ions t o Redu-ce Water Usage (Q19) Yes No Home OwnershipStatus (QD4) Own Rent/Livew/others Veryeffective Somewhateffective Not at all Not sure /Prefer not toanswer 68 234 148 118 128 618 145 687 97 1014.3%2611.0%2516.7%1915.8%1914.8%9315.0%1610.9%8912.9%1818.1% 1015.3%4820.5%3825.6%3530.0%3426.7%15224.5%2718.9%16323.7%1920.1% 4566.2%14461.4%7550.7%5445.7%7155.7%32652.7%9363.8%38355.8%4950.2% 34.2%177.1%107.0%108.4%42.8%487.7%96.4%537.7%1111.6% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 419Page 419 Q26k Automated voice calls via telephone Base Gender (QD1) Male Female Home Type (QD6) Singlefamily Condo/Ot-her Service Address City Chula Vista El Cajon Jamul SpringValley Other C Veryeffective Somewhateffective Not at all Not sure /Prefer not toanswer 419 360 714 44 510 88 26 140 36 419.8%6919.1%9713.5%817.6%6412.6%910.1%622.2%2618.8%616.0% 9723.2%8423.2%16623.3%1226.9%12524.6%1921.7%624.5%3021.4%39.1% 24658.6%18350.8%39855.8%2146.7%28155.1%5057.1%1453.3%6949.1%2466.6% 358.4%256.8%537.4%48.7%397.7%1011.1%--1510.7%38.3% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 420Page 420 Q26k Automated voice calls via telephone Base Ethnicity (QD7) Caucasian/-White Latino/His-panic Af-America-n/Black AsianAmerican Mixed/Oth-er Veryeffective Somewhateffective Not at all Not sure /Prefer not toanswer 343 180 35 91 55 3610.6%3619.8%926.1%1112.0%1018.8% 6519.0%5228.8%1029.9%3133.9%1119.4% 22164.5%7943.8%1440.1%3841.5%2953.4% 205.9%147.5%13.8%1212.7%58.3% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 421Page 421 Q27 Effective methods of communication Base Overall Overall Satisfaction(Q1) Satisfied Dissatisfie-d Account Setup Year 2019 2017-18 2015-16 2010-14 2000-09 Before2000 Emails Text s Face to face Newsletter /Letter, flyers Phone call,cell phoneservices TV / Radiocommercials Public forum /Meetings Skywriting Billing service/ Billingstatements Mailing /Snail mail 800 714 59 50 71 59 142 207 271 60.7%60.8%----00.6%00.7%--21.0%31.0% 70.9%70.9%--11.2%11.9%00.7%00.3%21.0%20.8% 50.6%20.3%34.6%11.2%--35.1%--10.4%10.3% 111.4%81.2%34.5%------21.6%73.5%20.6% 70.9%60.8%11.3%11.2%--00.7%21.1%21.0%20.8% 50.6%50.7%--------10.4%10.7%31.1% 50.6%30.5%12.3%11.2%--12.3%21.4%--10.3% 50.6%40.5%--------21.5%--31.1% 60.7%30.4%12.3%--------21.0%31.3% 30.4%30.4%----------10.4%20.8% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 422Page 422 Q27 Effective methods of communication Base Contacted District inPast 6 Months (Q7,8) Yes No Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Emails Text s Face to face Newsletter /Letter, flyers Phone call,cell phoneservices TV / Radiocommercials Public forum /Meetings Skywriting Billing service/ Billingstatements Mailing /Snail mail 158 620 37 39 53 79 76 143 139 21.1%40.6%----00.8%22.2%------ 10.5%61.0%------11.3%--10.9%10.7% 42.8%10.1%11.7%------10.8%10.4%32.4% 10.8%101.6%--12.4%--11.7%--10.9%32.1% 42.4%30.5%--12.4%23.7%00.5%10.8%--11.0% 32.0%20.3%------11.2%10.8%10.9%10.7% 10.8%30.6%--------11.9%10.4%11.0% --20.3%------------32.2% --40.7%12.1%----11.7%----10.6% 10.4%20.3%----11.2%------10.6% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 423Page 423 Q27 Effective methods of communication Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely/Ne-ver Don't recallreceiving it Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Emails Text s Face to face Newsletter /Letter, flyers Phone call,cell phoneservices TV / Radiocommercials Public forum /Meetings Skywriting Billing service/ Billingstatements Mailing /Snail mail 176 163 51 406 46 82 120 153 267 31.5%21.1%--10.3%00.9%----00.3%31.0% 31.5%21.0%--30.7%00.9%11.6%10.5%10.6%-- 10.4%10.9%--30.7%00.9%10.8%10.5%31.8%10.3% 42.3%21.0%--61.4%--11.1%11.1%10.4%62.1% 10.8%----51.4%12.9%10.8%11.1%10.5%10.2% 10.7%21.5%--10.3%--00.5%11.0%--20.9% --10.5%--41.0%--11.5%11.1%--20.8% 10.4%----41.1%--33.7%------ --10.8%--30.7%------10.9%20.6% 10.8%----20.4%--------20.8% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 424Page 424 Q27 Effective methods of communication Base Hsld Members (QD3) 1 2 3 4 5 or more Taken Act ions t o Redu-ce Water Usage (Q19) Yes No Home OwnershipStatus (QD4) Own Rent/Livew/others Emails Text s Face to face Newsletter /Letter, flyers Phone call,cell phoneservices TV / Radiocommercials Public forum /Meetings Skywriting Billing service/ Billingstatements Mailing /Snail mail 68 234 148 118 128 618 145 687 97 12.0%10.6%10.9%10.7%10.7%40.7%10.9%60.8%-- 12.0%10.6%21.3%21.8%00.3%50.8%21.6%71.0%-- 10.9%20.7%--00.4%32.0%50.8%00.3%40.6%11.3% 23.3%20.8%31.8%--32.3%101.6%10.9%91.3%11.4% ----21.3%21.5%21.9%71.1%--71.0%-- --10.6%21.3%11.0%00.3%40.6%10.9%50.7%-- 12.0%--10.5%--32.0%30.5%10.9%50.7%-- --------32.4%20.3%32.1%30.4%22.2% ----32.0%----30.6%10.5%40.6%-- 10.9%10.3%10.5%----30.5%--30.4%-- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 425Page 425 Q27 Effective methods of communication Base Gender (QD1) Male Female Home Type (QD6) Singlefamily Condo/Ot-her Service Address City Chula Vista El Cajon Jamul SpringValley Other C Emails Text s Face to face Newsletter /Letter, flyers Phone call,cell phoneservices TV / Radiocommercials Public forum /Meetings Skywriting Billing service/ Billingstatements Mailing /Snail mail 419 360 714 44 510 88 26 140 36 00.1%51.4%60.8%--40.8%10.9%--10.6%-- 40.9%31.0%71.0%--50.9%10.9%--21.3%-- 51.1%10.2%50.6%11.4%30.6%21.8%--00.3%-- 61.3%61.5%111.6%--91.8%----21.3%-- 61.3%10.3%71.0%--40.8%10.9%13.0%11.0%-- 20.5%30.8%40.6%11.4%30.6%----21.3%-- 20.5%30.7%30.5%13.0%40.8%--13.0%---- 30.7%20.6%----10.3%--13.0%--38.3% 20.5%20.6%40.6%--40.8%10.9%13.0%---- 10.1%20.7%30.4%--10.1%21.8%13.0%---- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 426Page 426 Q27 Effective methods of communication Base Ethnicity (QD7) Caucasian/-White Latino/His-panic Af-America-n/Black AsianAmerican Mixed/Oth-er Emails Text s Face to face Newsletter /Letter, flyers Phone call,cell phoneservices TV / Radiocommercials Public forum /Meetings Skywriting Billing service/ Billingstatements Mailing /Snail mail 343 180 35 91 55 30.8%00.2%--00.5%-- 20.7%21.3%--00.5%-- 10.3%21.1%11.8%--11.1% 30.7%21.3%--11.0%47.3% 20.6%10.7%--21.9%11.7% 10.2%31.8%--10.7%00.8% 20.6%31.4%------ 30.9%10.7%------ 20.5%42.2%------ 20.6%-------- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 427Page 427 Q27 Effective methods of communication Base Overall Overall Satisfaction(Q1) Satisfied Dissatisfie-d Account Setup Year 2019 2017-18 2015-16 2010-14 2000-09 Before2000 Educationalprograms Other (uniqueresponses) No additionalmethods /Nothingcomes tomind Prefer not toanswer 800 714 59 50 71 59 142 207 271 30.3%30.4%----------31.3%-- 101.2%60.9%23.9%--11.3%--10.9%52.5%30.9% 67183.9%60985.3%4474.1%4691.6%5983.4%5084.5%12185.8%16780.6%22884.1% 648.0%567.8%47.0%35.9%912.8%47.5%106.9%188.7%207.2% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 428Page 428 Q27 Effective methods of communication Base Contacted District inPast 6 Months (Q7,8) Yes No Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Educationalprograms Other (uniqueresponses) No additionalmethods /Nothingcomes tomind Prefer not toanswer 158 620 37 39 53 79 76 143 139 --30.4%--13.4%--------11.0% 42.7%60.9%----11.5%11.0%11.6%10.5%21.6% 12679.9%52985.3%3183.2%3385.6%4483.6%6683.4%7193.9%12788.7%11179.9% 127.9%518.1%513.0%26.1%59.3%68.0%11.8%107.1%107.0% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 429Page 429 Q27 Effective methods of communication Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely/Ne-ver Don't recallreceiving it Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Educationalprograms Other (uniqueresponses) No additionalmethods /Nothingcomes tomind Prefer not toanswer 176 163 51 406 46 82 120 153 267 10.8%----10.3%----11.1%10.9%-- 20.9%21.0%11.5%61.5%----10.7%63.7%20.8% 14783.3%14387.3%4486.2%33883.0%3678.0%7489.6%10184.0%12380.0%23989.6% 148.1%85.2%612.3%348.3%818.1%21.9%118.9%1711.0%93.2% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 430Page 430 Q27 Effective methods of communication Base Hsld Members (QD3) 1 2 3 4 5 or more Taken Act ions t o Redu-ce Water Usage (Q19) Yes No Home OwnershipStatus (QD4) Own Rent/Livew/others Educationalprograms Other (uniqueresponses) No additionalmethods /Nothingcomes tomind Prefer not toanswer 68 234 148 118 128 618 145 687 97 ------32.3%--30.4%--30.4%-- --73.1%--11.1%11.0%71.2%10.9%101.4%-- 5987.0%20587.3%12786.3%9883.5%10683.4%52284.3%12585.6%57984.3%8284.8% 12.0%146.0%96.3%119.1%75.3%457.3%107.2%507.2%1010.3% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 431Page 431 Q27 Effective methods of communication Base Gender (QD1) Male Female Home Type (QD6) Singlefamily Condo/Ot-her Service Address City Chula Vista El Cajon Jamul SpringValley Other C Educationalprograms Other (uniqueresponses) No additionalmethods /Nothingcomes tomind Prefer not toanswer 419 360 714 44 510 88 26 140 36 --30.7%30.4%--30.5%-------- 61.4%30.8%101.4%--51.1%22.7%01.2%21.3%-- 34983.3%30785.3%60684.8%3987.9%42783.9%7787.6%2283.8%11682.9%2980.0% 368.5%256.9%527.3%36.3%407.9%44.4%13.0%1510.6%411.7% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 432Page 432 Q27 Effective methods of communication Base Ethnicity (QD7) Caucasian/-White Latino/His-panic Af-America-n/Black AsianAmerican Mixed/Oth-er Educationalprograms Other (uniqueresponses) No additionalmethods /Nothingcomes tomind Prefer not toanswer 343 180 35 91 55 10.4%10.7%------ 20.5%21.2%----23.0% 29686.4%14580.2%3085.2%8087.9%4683.8% 247.0%147.8%513.0%88.4%12.4% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 433Page 433 QD1 Gender Base Overall Overall Satisfaction(Q1) Satisfied Dissatisfie-d Account Setup Year 2019 2017-18 2015-16 2010-14 2000-09 Before2000 Male Female Prefer not toanswer 800 714 59 50 71 59 142 207 271 41952.4%38353.6%2746.6%2344.9%3752.2%2441.4%6747.6%10148.8%16661.4% 36045.0%31844.5%2746.5%2754.3%2738.2%3356.4%7150.4%10048.2%10237.5% 212.6%131.9%46.8%00.8%79.6%12.3%31.9%63.0%31.2% Base Contacted District inPast 6 Months (Q7,8) Yes No Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Male Female Prefer not toanswer 158 620 37 39 53 79 76 143 139 7245.7%33754.4%1746.8%1333.1%2954.0%4556.9%3951.1%8659.9%8561.2% 7950.2%27043.5%2053.2%2666.9%2446.0%3341.5%3748.9%5639.1%5338.1% 64.1%132.1%------11.7%--10.9%10.7% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 434Page 434 QD1 Gender Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely/Ne-ver Don't recallreceiving it Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Male Female Prefer not toanswer 176 163 51 406 46 82 120 153 267 9151.5%8753.0%2141.0%22054.1%2248.2%3037.1%5445.3%9662.9%16160.4% 8246.7%7545.9%2853.8%17543.1%1838.3%5262.9%6352.5%5636.5%10639.6% 31.9%21.1%35.2%112.7%613.5%--32.2%10.6%-- Base Hsld Members (QD3) 1 2 3 4 5 or more Taken Act ions t o Redu-ce Water Usage (Q19) Yes No Home OwnershipStatus (QD4) Own Rent/Livew/others Male Female Prefer not toanswer 68 234 148 118 128 618 145 687 97 3044.3%14762.6%7953.4%6050.8%6349.7%32552.6%7853.4%38055.4%2930.4% 3855.7%8536.4%6946.6%5647.6%6148.2%27945.0%6242.7%29542.9%6162.6% --21.0%--21.7%32.1%142.3%63.9%121.7%77.0% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 435Page 435 QD1 Gender Base Gender (QD1) Male Female Home Type (QD6) Singlefamily Condo/Ot-her Service Address City Chula Vista El Cajon Jamul SpringValley Other C Male Female Prefer not toanswer 419 360 714 44 510 88 26 140 36 419100.0%--38654.0%1739.2%26952.7%4449.5%1453.9%7151.0%2158.8% --360100.0%31744.4%2454.7%22644.4%4349.2%1246.1%6446.0%1439.0% ----111.6%36.1%152.9%11.3%--43.0%12.3% Base Ethnicity (QD7) Caucasian/-White Latino/His-panic Af-America-n/Black AsianAmerican Mixed/Oth-er Male Female Prefer not toanswer 343 180 35 91 55 18955.1%8345.8%1954.1%5661.4%3258.9% 15344.6%9451.9%1645.9%3336.7%2137.9% 10.4%42.2%--21.9%23.2% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 436Page 436 Q2 Age Base Overall Overall Satisfaction(Q1) Satisfied Dissatisfie-d Account Setup Year 2019 2017-18 2015-16 2010-14 2000-09 Before2000 18 to 24 25 to 34 35 to 44 45 to 54 55 to 64 65 or older Prefer not toanswer 800 714 59 50 71 59 142 207 271 141.8%131.8%00.7%48.0%1014.7%-------- 324.0%273.7%34.7%1325.1%1217.1%34.3%21.6%20.8%10.3% 8210.3%7610.6%46.5%1529.8%1621.8%1627.6%2417.3%73.3%41.5% 12015.0%10915.3%1017.2%612.0%1115.2%1017.5%3423.8%4722.9%124.4% 15319.2%13218.5%2034.1%510.0%1014.4%1219.9%2618.3%5024.4%5018.5% 26733.4%24934.9%1321.4%815.1%1216.9%711.9%2820.1%5727.8%15456.9% 13116.4%10815.1%915.3%----1118.8%2719.0%4320.9%5018.5% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 437Page 437 Q2 Age Base Contacted District inPast 6 Months (Q7,8) Yes No Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore 18 to 24 25 to 34 35 to 44 45 to 54 55 to 64 65 or older Prefer not toanswer 158 620 37 39 53 79 76 143 139 53.3%91.5%514.6%--11.2%00.5%------ 159.8%152.4%38.6%39.0%00.8%45.5%11.0%74.6%43.1% 2214.0%569.0%38.6%513.6%48.4%1012.7%911.7%2617.8%1611.2% 2918.6%8714.1%24.9%411.0%917.8%910.9%1621.2%1712.1%4129.1% 3421.6%11618.7%615.1%614.3%1019.7%2026.0%1519.8%2718.7%3928.3% 3723.5%22536.2%1334.3%1847.1%2547.4%2532.2%3343.4%5739.4%3424.7% 159.2%11218.1%513.9%25.0%34.8%1012.2%23.0%107.3%53.6% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 438Page 438 Q2 Age Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely/Ne-ver Don't recallreceiving it Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older 18 to 24 25 to 34 35 to 44 45 to 54 55 to 64 65 or older Prefer not toanswer 176 163 51 406 46 82 120 153 267 21.1%31.6%--92.3%1431.2%-------- 21.1%10.4%48.3%256.1%3268.8%-------- 42.1%127.2%510.1%6115.1%--82100.0%------ 2212.3%2917.4%1019.7%6014.7%----120100.0%---- 3721.0%3521.1%815.5%7418.1%------153100.0%-- 7643.1%6137.5%1528.7%11528.2%--------267100.0% 3419.3%2414.6%917.8%6315.4%---------- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 439Page 439 Q2 Age Base Hsld Members (QD3) 1 2 3 4 5 or more Taken Act ions t o Redu-ce Water Usage (Q19) Yes No Home OwnershipStatus (QD4) Own Rent/Livew/others 18 to 24 25 to 34 35 to 44 45 to 54 55 to 64 65 or older Prefer not toanswer 68 234 148 118 128 618 145 687 97 00.6%--10.9%00.3%21.9%71.2%53.4%--1312.9% 11.7%52.3%32.1%97.3%64.4%213.5%96.0%284.1%44.1% 11.4%93.8%1812.2%2218.9%2821.8%6510.5%149.4%649.3%1819.0% 69.4%93.9%2516.7%3529.5%4233.3%8613.8%2920.2%10615.5%1414.4% 811.3%5222.1%2819.3%2219.0%2923.0%12219.7%2517.0%14320.8%76.7% 4160.8%13356.8%5637.6%1411.6%1511.9%21234.3%4430.6%25336.8%1414.4% 1014.8%2611.1%1711.2%1613.4%53.8%10517.0%2013.5%9313.6%2828.4% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 440Page 440 Q2 Age Base Gender (QD1) Male Female Home Type (QD6) Singlefamily Condo/Ot-her Service Address City Chula Vista El Cajon Jamul SpringValley Other C 18 to 24 25 to 34 35 to 44 45 to 54 55 to 64 65 or older Prefer not toanswer 419 360 714 44 510 88 26 140 36 61.5%61.6%50.8%00.9%112.2%11.3%--21.6%-- 163.9%123.3%273.8%37.1%183.6%44.8%14.2%53.8%38.0% 307.3%5214.3%7110.0%614.5%5310.4%55.3%13.5%2014.6%38.3% 5413.0%6317.5%11416.0%511.2%8616.9%88.9%310.2%1913.9%411.3% 9623.0%5615.5%14320.1%511.6%10520.6%1516.8%311.4%2517.9%515.2% 16138.5%10629.3%25135.2%1535.1%14929.3%4045.7%1557.6%4532.3%1747.0% 5412.9%6618.3%10114.2%919.7%8717.0%1517.3%313.2%2215.9%410.3% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 441Page 441 Q2 Age Base Ethnicity (QD7) Caucasian/-White Latino/His-panic Af-America-n/Black AsianAmerican Mixed/Oth-er 18 to 24 25 to 34 35 to 44 45 to 54 55 to 64 65 or older Prefer not toanswer 343 180 35 91 55 20.5%31.4%--10.7%23.1% 92.5%95.2%11.8%55.8%47.4% 205.9%3419.0%411.7%88.4%917.1% 3610.4%4525.2%924.5%1819.7%1017.6% 6719.5%3218.0%1131.2%2123.5%1017.2% 18052.6%3418.9%1029.1%1415.9%1526.8% 308.7%2212.3%11.8%2426.0%610.7% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 442Page 442 QD3 Hsld members Base Overall Overall Satisfaction(Q1) Satisfied Dissatisfie-d Account Setup Year 2019 2017-18 2015-16 2010-14 2000-09 Before2000 1 2 3 4 5 or more Prefer not toanswer 800 714 59 50 71 59 142 207 271 688.5%598.3%69.6%59.5%22.8%46.6%85.4%157.4%3412.7% 23429.3%21129.6%2135.5%713.2%1724.2%1321.3%2719.1%5024.3%12144.5% 14818.5%13919.4%610.7%1019.6%1014.1%915.0%2719.1%4120.0%5118.7% 11814.7%10715.0%712.4%1325.0%1116.1%1119.4%3021.3%3818.3%145.3% 12815.9%11616.3%914.5%1020.7%1825.1%1626.8%2618.2%4019.6%176.3% 10513.1%8111.4%1017.4%611.9%1317.7%610.8%2416.9%2210.5%3412.6% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 443Page 443 QD3 Hsld members Base Contacted District inPast 6 Months (Q7,8) Yes No Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore 1 2 3 4 5 or more Prefer not toanswer 158 620 37 39 53 79 76 143 139 1610.0%518.2%821.5%821.0%916.2%810.1%45.3%106.8%53.3% 3823.8%19331.2%717.5%717.8%1426.0%2329.0%2938.5%5135.8%3726.9% 3018.9%11318.2%411.9%615.4%917.8%1519.6%1722.1%3323.0%2920.8% 2314.8%9114.7%513.7%1128.7%712.9%1418.2%1215.7%2416.6%2719.1% 3421.4%8814.2%513.1%513.6%1425.6%1417.2%1216.2%2014.3%3928.0% 1711.1%8313.5%822.3%13.4%11.5%55.9%22.3%53.6%31.9% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 444Page 444 QD3 Hsld members Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely/Ne-ver Don't recallreceiving it Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older 1 2 3 4 5 or more Prefer not toanswer 176 163 51 406 46 82 120 153 267 1910.5%159.0%610.9%297.2%23.4%11.1%65.3%85.0%4115.5% 6436.4%5131.0%1222.5%10826.5%511.8%910.8%97.6%5233.8%13349.9% 2916.6%3219.9%1121.4%7518.5%49.6%1821.9%2520.5%2818.6%5620.8% 1810.5%2716.3%712.9%6616.2%919.2%2227.1%3528.9%2214.6%145.1% 2313.2%2615.7%713.9%7117.5%817.2%2833.9%4235.3%2919.1%155.7% 2312.9%138.2%918.5%5714.1%1838.8%45.2%32.2%148.9%83.0% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 445Page 445 QD3 Hsld members Base Hsld Members (QD3) 1 2 3 4 5 or more Taken Act ions t o Redu-ce Water Usage (Q19) Yes No Home OwnershipStatus (QD4) Own Rent/Livew/others 1 2 3 4 5 or more Prefer not toanswer 68 234 148 118 128 618 145 687 97 68100.0%--------477.7%1812.3%639.2%54.8% --234100.0%------19130.9%3725.3%22132.1%1212.8% ----148100.0%----11518.7%2617.9%13018.9%1717.3% ------118100.0%--8714.1%2315.9%10915.8%88.6% --------128100.0%10316.6%2315.6%10815.7%1919.8% ----------7412.0%1913.0%578.3%3636.7% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 446Page 446 QD3 Hsld members Base Gender (QD1) Male Female Home Type (QD6) Singlefamily Condo/Ot-her Service Address City Chula Vista El Cajon Jamul SpringValley Other C 1 2 3 4 5 or more Prefer not toanswer 419 360 714 44 510 88 26 140 36 307.2%3810.5%578.0%1124.7%356.9%1011.5%416.2%1510.6%410.3% 14735.0%8523.7%21830.5%1535.3%12925.3%3742.1%1244.4%4331.1%1336.5% 7918.8%6919.1%14320.0%24.5%10220.0%1415.8%310.2%2719.4%25.5% 6014.3%5615.5%11115.5%715.9%8416.5%910.6%27.7%1712.3%514.0% 6315.1%6117.1%12116.9%25.1%9117.8%44.8%28.4%2316.7%719.6% 409.5%5114.1%659.0%614.6%6913.5%1315.1%313.2%149.9%514.0% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 447Page 447 QD3 Hsld members Base Ethnicity (QD7) Caucasian/-White Latino/His-panic Af-America-n/Black AsianAmerican Mixed/Oth-er 1 2 3 4 5 or more Prefer not toanswer 343 180 35 91 55 4312.5%74.0%26.6%33.2%713.1% 13840.1%2815.3%924.8%2123.5%1731.2% 6519.0%3821.3%1234.7%1111.8%1120.2% 4412.8%3318.2%412.1%2224.2%59.4% 339.6%5631.0%718.9%1819.4%1018.0% 216.0%1910.3%13.0%1617.8%48.1% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 448Page 448 QD4 Home ownership status Base Overall Overall Satisfaction(Q1) Satisfied Dissatisfie-d Account Setup Year 2019 2017-18 2015-16 2010-14 2000-09 Before2000 Own Rent Live withfamily, others Prefer not toanswer 800 714 59 50 71 59 142 207 271 68785.9%61986.7%5389.7%3468.3%4968.5%4880.6%11782.7%18991.4%25092.3% 9411.7%7710.8%58.0%1530.5%2129.6%1016.3%2315.9%167.6%103.5% 30.4%30.4%------11.7%10.4%--10.5% 162.0%152.0%12.3%11.2%11.9%11.3%10.9%20.9%103.6% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 449Page 449 QD4 Home ownership status Base Contacted District inPast 6 Months (Q7,8) Yes No Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Own Rent Live withfamily, others Prefer not toanswer 158 620 37 39 53 79 76 143 139 12277.3%54788.3%2052.6%3282.0%4787.6%6684.0%7092.5%13191.5%13798.3% 3019.2%629.9%1745.7%718.0%611.2%1316.0%67.5%128.5%21.7% 00.2%30.4%11.7%--11.2%-------- 53.3%91.4%-------------- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 450Page 450 QD4 Home ownership status Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely/Ne-ver Don't recallreceiving it Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Own Rent Live withfamily, others Prefer not toanswer 176 163 51 406 46 82 120 153 267 15688.2%14286.7%4690.2%34384.4%2860.3%6477.5%10688.4%14393.4%25394.8% 116.4%1911.3%59.8%5914.4%1634.7%1822.5%1311.1%74.3%135.0% 10.8%10.8%--00.1%00.8%--10.5%--10.2% 84.6%21.2%--41.1%24.2%----42.4%-- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 451Page 451 QD4 Home ownership status Base Hsld Members (QD3) 1 2 3 4 5 or more Taken Act ions t o Redu-ce Water Usage (Q19) Yes No Home OwnershipStatus (QD4) Own Rent/Livew/others Own Rent Live withfamily, others Prefer not toanswer 68 234 148 118 128 618 145 687 97 6393.2%22194.1%13088.0%10992.3%10884.4%53686.7%12686.3%687100.0%-- 56.8%114.7%1711.4%87.1%1813.8%6911.2%1812.3%--9497.0% --10.6%----21.3%20.3%10.7%--33.0% --10.6%10.6%10.7%10.5%111.7%10.6%---- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 452Page 452 QD4 Home ownership status Base Gender (QD1) Male Female Home Type (QD6) Singlefamily Condo/Ot-her Service Address City Chula Vista El Cajon Jamul SpringValley Other C Own Rent Live withfamily, others Prefer not toanswer 419 360 714 44 510 88 26 140 36 38090.8%29581.9%64890.8%3374.5%43885.9%7787.7%2492.8%11581.9%3391.7% 286.7%5916.4%578.0%1022.4%6011.8%1011.0%27.2%2216.1%-- 10.3%20.4%30.4%--30.5%00.4%------ 92.1%51.3%60.8%13.0%91.8%10.9%--32.0%38.3% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 453Page 453 QD4 Home ownership status Base Ethnicity (QD7) Caucasian/-White Latino/His-panic Af-America-n/Black AsianAmerican Mixed/Oth-er Own Rent Live withfamily, others Prefer not toanswer 343 180 35 91 55 32494.4%15184.0%2468.4%7987.3%4785.1% 144.0%2715.0%1131.6%88.4%814.9% 00.1%10.3%--22.2%-- 51.4%10.7%--22.2%-- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 454Page 454 QD5 Water bill responsibility Base Overall Overall Satisfaction(Q1) Satisfied Dissatisfie-d Account Setup Year 2019 2017-18 2015-16 2010-14 2000-09 Before2000 Hsld pays billdirectly Someone elsepays bill Not sure Prefer not toanswer 800 714 59 50 71 59 142 207 271 76495.5%68796.3%5695.4%4793.2%6591.0%5796.4%13696.3%20096.4%26095.9% 00.1%00.1%------00.7%------ 10.2%10.2%------------10.5% 344.2%253.5%34.6%36.8%69.0%22.9%53.7%73.6%103.6% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 455Page 455 QD5 Water bill responsibility Base Contacted District inPast 6 Months (Q7,8) Yes No Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Hsld pays billdirectly Someone elsepays bill Not sure Prefer not toanswer 158 620 37 39 53 79 76 143 139 15094.7%59495.8%3388.9%39100.0%53100.0%7798.3%76100.0%143100.0%139100.0% ------------------ --10.2%-------------- 85.3%254.0%411.1%----11.7%------ Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 456Page 456 QD5 Water bill responsibility Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely/Ne-ver Don't recallreceiving it Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Hsld pays billdirectly Someone elsepays bill Not sure Prefer not toanswer 176 163 51 406 46 82 120 153 267 16593.6%16299.2%4893.2%38895.3%3779.3%8097.6%120100.0%14997.4%267100.0% ------00.1%---------- --10.8%-------------- 116.4%--36.8%194.6%1020.7%22.4%--42.6%-- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 457Page 457 QD5 Water bill responsibility Base Hsld Members (QD3) 1 2 3 4 5 or more Taken Act ions t o Redu-ce Water Usage (Q19) Yes No Home OwnershipStatus (QD4) Own Rent/Livew/others Hsld pays billdirectly Someone elsepays bill Not sure Prefer not toanswer 68 234 148 118 128 618 145 687 97 68100.0%23399.7%14598.2%11799.5%12799.7%59395.8%14197.0%68799.9%7072.5% ----------00.1%--00.1%-- ----10.9%----10.2%----11.4% --10.3%10.9%10.5%00.3%243.9%43.0%--2526.2% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 458Page 458 QD5 Water bill responsibility Base Gender (QD1) Male Female Home Type (QD6) Singlefamily Condo/Ot-her Service Address City Chula Vista El Cajon Jamul SpringValley Other C Hsld pays billdirectly Someone elsepays bill Not sure Prefer not toanswer 419 360 714 44 510 88 26 140 36 40797.1%34295.0%71099.4%4399.0%48795.6%8596.0%2597.0%13495.7%3391.7% 00.1%----01.0%------00.3%-- --10.4%10.2%--10.3%-------- 122.8%174.7%30.4%--214.1%44.0%13.0%64.0%38.3% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 459Page 459 QD5 Water bill responsibility Base Ethnicity (QD7) Caucasian/-White Latino/His-panic Af-America-n/Black AsianAmerican Mixed/Oth-er Hsld pays billdirectly Someone elsepays bill Not sure Prefer not toanswer 343 180 35 91 55 33898.6%17496.3%35100.0%8896.4%5498.3% --00.2%------ --10.7%------ 51.4%52.7%--33.6%11.7% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 460Page 460 QD6 Home type Base Overall Overall Satisfaction(Q1) Satisfied Dissatisfie-d Account Setup Year 2019 2017-18 2015-16 2010-14 2000-09 Before2000 Single familydetachedhome Apartment Condominiumor townhome Mobile home Prefer not toanswer 800 714 59 50 71 59 142 207 271 71489.3%64289.9%5288.8%4182.8%6185.4%4982.8%12588.7%18790.4%25092.3% ------------------ 435.4%415.7%34.4%611.7%45.6%813.6%96.2%104.6%72.7% 00.1%00.1%------00.7%------ 425.3%314.3%46.8%35.6%69.0%22.9%75.2%105.0%135.0% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 461Page 461 QD6 Home type Base Contacted District inPast 6 Months (Q7,8) Yes No Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Single familydetachedhome Apartment Condominiumor townhome Mobile home Prefer not toanswer 158 620 37 39 53 79 76 143 139 13787.0%56090.2%2978.1%3180.9%5195.6%6988.4%7497.4%13493.6%13496.4% ------------------ 138.1%314.9%49.9%616.7%24.4%89.9%22.6%85.4%21.4% ------------------ 85.0%304.8%412.0%12.4%--11.7%--10.9%32.2% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 462Page 462 QD6 Home type Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely/Ne-ver Don't recallreceiving it Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Single familydetachedhome Apartment Condominiumor townhome Mobile home Prefer not toanswer 176 163 51 406 46 82 120 153 267 15286.0%15494.1%4688.9%36289.2%3370.9%7186.9%11494.8%14393.5%25194.2% ------------------ 137.6%84.8%35.0%204.8%37.5%67.8%54.1%53.3%155.8% ------00.1%---------- 116.4%21.1%36.0%245.9%1021.6%45.3%11.1%53.2%-- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 463Page 463 QD6 Home type Base Hsld Members (QD3) 1 2 3 4 5 or more Taken Act ions t o Redu-ce Water Usage (Q19) Yes No Home OwnershipStatus (QD4) Own Rent/Livew/others Single familydetachedhome Apartment Condominiumor townhome Mobile home Prefer not toanswer 68 234 148 118 128 618 145 687 97 5784.1%21893.0%14396.8%11194.1%12194.5%56190.8%12585.9%64894.4%6062.0% ------------------ 1115.9%156.6%21.3%75.9%21.7%284.6%128.3%324.7%1010.2% ----------00.1%--00.1%-- --10.4%31.8%--53.7%284.6%95.9%60.9%2727.9% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 464Page 464 QD6 Home type Base Gender (QD1) Male Female Home Type (QD6) Singlefamily Condo/Ot-her Service Address City Chula Vista El Cajon Jamul SpringValley Other C Single familydetachedhome Apartment Condominiumor townhome Mobile home Prefer not toanswer 419 360 714 44 510 88 26 140 36 38692.1%31787.9%714100.0%--45088.3%7888.5%2597.0%13193.4%3083.4% ------------------ 174.0%246.7%--4399.0%377.2%66.6%--10.7%-- 00.1%----01.0%------00.3%-- 163.8%195.4%----234.5%44.9%13.0%85.6%616.6% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 465Page 465 QD6 Home type Base Ethnicity (QD7) Caucasian/-White Latino/His-panic Af-America-n/Black AsianAmerican Mixed/Oth-er Single familydetachedhome Apartment Condominiumor townhome Mobile home Prefer not toanswer 343 180 35 91 55 32093.3%15786.8%3292.2%8492.7%4887.9% ---------- 164.6%169.1%37.8%22.2%47.3% --00.2%------ 72.1%73.8%--55.1%34.8% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 466Page 466 QD7 Ethnicity Base Overall Overall Satisfaction(Q1) Satisfied Dissatisfie-d Account Setup Year 2019 2017-18 2015-16 2010-14 2000-09 Before2000 Caucasian /White Latino /Hispanic African-American /Black AmericanIndian orAlaskanNative Asian --Korea-n, Japanese,Chinese, Viet-namese, Filipi-no or other A-sian PacificIslander MixedHeritage Other 800 714 59 50 71 59 142 207 271 34342.9%32445.4%1729.2%2039.0%1520.9%2440.0%4531.6%7636.8%16460.5% 18022.5%15722.0%1729.1%1631.1%2231.3%1932.8%3827.1%5124.9%3312.3% 354.4%314.4%00.7%35.6%45.5%57.8%106.9%73.4%72.6% 50.6%50.6%----------21.1%20.8% 9111.3%8311.6%34.5%510.0%913.2%58.9%2215.7%2813.5%217.7% 60.8%40.6%23.3%12.1%----31.9%20.9%10.3% 222.8%192.6%22.9%12.1%46.2%--43.1%41.9%93.1% 222.7%152.1%59.2%23.1%34.8%11.0%53.5%94.3%20.8% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 467Page 467 QD7 Ethnicity Base Contacted District inPast 6 Months (Q7,8) Yes No Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Caucasian /White Latino /Hispanic African-American /Black AmericanIndian orAlaskanNative Asian --Korea-n, Japanese,Chinese, Viet-namese, Filipi-no or other A-sian PacificIslander MixedHeritage Other 158 620 37 39 53 79 76 143 139 6440.7%27043.6%1539.2%1230.1%2953.8%3038.7%3951.0%6948.0%7150.7% 3924.6%13722.1%821.9%1436.0%2036.7%1924.8%1115.0%3423.5%2920.5% 95.4%264.3%11.7%49.4%23.5%67.6%45.9%64.0%107.3% 10.6%40.6%----------10.9%21.7% 1610.2%7111.4%410.0%49.4%--1114.1%1316.5%2013.8%1611.7% 21.0%30.6%------10.8%00.5%21.5%11.0% 53.4%162.6%26.1%24.4%23.5%33.6%33.9%53.5%10.7% 42.7%172.7%26.3%25.9%00.7%56.3%45.3%10.7%42.8% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 468Page 468 QD7 Ethnicity Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely/Ne-ver Don't recallreceiving it Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Caucasian /White Latino /Hispanic African-American /Black AmericanIndian orAlaskanNative Asian --Korea-n, Japanese,Chinese, Viet-namese, Filipi-no or other A-sian PacificIslander MixedHeritage Other 176 163 51 406 46 82 120 153 267 9051.1%8149.8%2446.5%14836.3%1022.4%2024.6%3629.7%6743.5%18067.6% 3419.0%3420.7%1325.0%9924.3%1225.9%3441.8%4537.8%3221.2%3412.8% 31.4%95.5%23.0%225.4%11.3%45.0%97.1%117.1%103.8% 10.4%10.4%12.6%20.5%------21.0%31.1% 169.1%158.9%59.7%5513.5%612.6%89.3%1814.9%2113.9%145.4% 10.4%00.3%--51.3%00.9%22.4%11.1%10.4%-- 10.7%63.8%11.8%143.4%24.7%67.5%32.7%31.7%41.7% 52.7%10.9%--153.8%37.0%11.6%54.3%53.0%72.7% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 469Page 469 QD7 Ethnicity Base Hsld Members (QD3) 1 2 3 4 5 or more Taken Act ions t o Redu-ce Water Usage (Q19) Yes No Home OwnershipStatus (QD4) Own Rent/Livew/others Caucasian /White Latino /Hispanic African-American /Black AmericanIndian orAlaskanNative Asian --Korea-n, Japanese,Chinese, Viet-namese, Filipi-no or other A-sian PacificIslander MixedHeritage Other 68 234 148 118 128 618 145 687 97 4362.8%13858.8%6544.2%4437.4%3325.7%25641.4%7349.9%32447.2%1414.5% 710.5%2811.8%3826.0%3327.8%5643.9%14824.0%2517.1%15122.0%2828.5% 23.4%93.7%128.2%43.6%75.2%254.1%106.7%243.5%1111.4% --20.7%21.5%--10.5%30.5%10.9%50.7%-- 34.3%219.1%117.3%2218.7%1813.8%7812.6%85.3%7911.5%109.9% --20.8%21.3%11.1%--50.8%21.2%60.9%00.4% 45.2%73.1%42.9%--43.2%172.7%53.8%172.5%55.3% 45.5%62.7%31.8%43.2%54.1%172.7%53.2%192.8%32.8% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 470Page 470 QD7 Ethnicity Base Gender (QD1) Male Female Home Type (QD6) Singlefamily Condo/Ot-her Service Address City Chula Vista El Cajon Jamul SpringValley Other C Caucasian /White Latino /Hispanic African-American /Black AmericanIndian orAlaskanNative Asian --Korea-n, Japanese,Chinese, Viet-namese, Filipi-no or other A-sian PacificIslander MixedHeritage Other 419 360 714 44 510 88 26 140 36 18945.1%15342.4%32044.8%1635.7%18035.3%5765.1%2074.9%5942.3%2774.9% 8319.7%9426.0%15721.9%1738.4%14428.2%56.2%13.5%2719.0%410.3% 194.5%164.5%324.5%36.2%224.4%22.7%01.2%107.2%-- 30.7%20.5%50.6%--20.4%--13.0%21.3%-- 5613.3%339.3%8411.8%24.5%7715.1%44.0%01.2%96.2%13.4% 10.3%51.5%60.9%--51.0%10.9%--00.3%-- 133.1%82.1%202.7%12.1%91.8%10.9%14.2%96.6%25.7% 153.7%61.7%182.5%37.0%142.7%33.9%--43.0%-- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 471Page 471 QD7 Ethnicity Base Ethnicity (QD7) Caucasian/-White Latino/His-panic Af-America-n/Black AsianAmerican Mixed/Oth-er Caucasian /White Latino /Hispanic African-American /Black AmericanIndian orAlaskanNative Asian --Korea-n, Japanese,Chinese, Viet-namese, Filipi-no or other A-sian PacificIslander MixedHeritage Other 343 180 35 91 55 343100.0%-------- --180100.0%------ ----35100.0%---- --------58.4% ------91100.0%-- --------611.7% --------2240.7% --------2239.3% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 472Page 472 QD7 Ethnicity Base Overall Overall Satisfaction(Q1) Satisfied Dissatisfie-d Account Setup Year 2019 2017-18 2015-16 2010-14 2000-09 Before2000 Prefer not toanswer 800 714 59 50 71 59 142 207 271 9612.0%7610.6%1221.0%47.1%1318.0%69.4%1410.2%2713.1%3211.8% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 473Page 473 QD7 Ethnicity Base Contacted District inPast 6 Months (Q7,8) Yes No Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Prefer not toanswer 158 620 37 39 53 79 76 143 139 1811.4%7512.1%514.7%24.8%11.8%34.1%11.8%64.2%53.6% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 474Page 474 QD7 Ethnicity Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely/Ne-ver Don't recallreceiving it Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Prefer not toanswer 176 163 51 406 46 82 120 153 267 2615.0%169.8%611.3%4711.5%1225.3%67.8%32.4%128.1%134.9% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 475Page 475 QD7 Ethnicity Base Hsld Members (QD3) 1 2 3 4 5 or more Taken Act ions t o Redu-ce Water Usage (Q19) Yes No Home OwnershipStatus (QD4) Own Rent/Livew/others Prefer not toanswer 68 234 148 118 128 618 145 687 97 68.4%229.3%106.8%108.1%53.6%7011.2%1711.9%629.0%2627.2% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 476Page 476 QD7 Ethnicity Base Gender (QD1) Male Female Home Type (QD6) Singlefamily Condo/Ot-her Service Address City Chula Vista El Cajon Jamul SpringValley Other C Prefer not toanswer 419 360 714 44 510 88 26 140 36 409.6%4412.1%7210.2%36.1%5611.1%1416.4%312.0%2014.0%25.7% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 477Page 477 QD7 Ethnicity Base Ethnicity (QD7) Caucasian/-White Latino/His-panic Af-America-n/Black AsianAmerican Mixed/Oth-er Prefer not toanswer 343 180 35 91 55 ---------- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 478Page 478 QD8 Household income Base Overall Overall Satisfaction(Q1) Satisfied Dissatisfie-d Account Setup Year 2019 2017-18 2015-16 2010-14 2000-09 Before2000 Less than$25,000 $25,000 toless than$40,000 $40,000 toless than$60,000 $60,000 toless than$80,000 $80,000 toless than$100,000 $100,000 toless than$150,000 $150,000 ormore Not sure Prefer not toanswer 800 714 59 50 71 59 142 207 271 374.6%344.7%23.3%612.1%57.4%46.3%53.4%62.7%124.3% 394.9%365.0%34.7%612.0%57.0%22.6%53.4%84.1%134.8% 536.6%507.0%34.9%36.8%23.4%35.6%85.7%115.5%259.1% 799.8%719.9%610.0%611.6%811.6%712.4%1510.5%136.1%3010.9% 769.5%7210.1%22.6%48.5%1014.5%23.6%117.9%167.9%3211.7% 14317.9%13318.7%813.8%1122.1%1420.2%1424.2%2618.1%3617.6%4215.3% 13917.4%12016.8%1728.5%612.3%1115.2%1322.2%2718.7%4722.5%3613.3% 50.6%40.5%----00.5%--10.7%10.6%31.0% 22928.6%19427.2%1932.1%714.8%1420.2%1423.0%4531.6%6833.0%8029.6% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 479Page 479 QD8 Household income Base Contacted District inPast 6 Months (Q7,8) Yes No Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Less than$25,000 $25,000 toless than$40,000 $40,000 toless than$60,000 $60,000 toless than$80,000 $80,000 toless than$100,000 $100,000 toless than$150,000 $150,000 ormore Not sure Prefer not toanswer 158 620 37 39 53 79 76 143 139 95.8%254.1%37100.0%------------ 74.3%304.8%--39100.0%---------- 148.7%406.4%----53100.0%-------- 2314.6%569.0%------79100.0%------ 1811.3%579.3%--------76100.0%---- 2515.7%11318.2%----------143100.0%-- 2817.6%10517.0%------------139100.0% 21.0%40.6%-------------- 3320.9%19130.8%-------------- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 480Page 480 QD8 Household income Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely/Ne-ver Don't recallreceiving it Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Less than$25,000 $25,000 toless than$40,000 $40,000 toless than$60,000 $60,000 toless than$80,000 $80,000 toless than$100,000 $100,000 toless than$150,000 $150,000 ormore Not sure Prefer not toanswer 176 163 51 406 46 82 120 153 267 95.0%95.7%23.1%174.3%918.6%33.9%21.5%63.6%134.8% 52.8%85.2%23.0%235.8%37.5%56.4%43.5%63.6%186.9% 116.5%127.4%59.7%256.1%12.2%45.4%97.9%106.8%259.4% 137.3%159.0%23.0%4912.1%510.2%1012.2%97.1%2013.3%259.5% 158.5%1811.1%59.9%389.3%11.6%910.8%1613.4%159.8%3312.3% 2816.1%2817.4%1224.2%7418.2%714.2%2631.2%1714.5%2717.5%5721.2% 3318.4%2917.5%1020.0%6816.7%49.3%1619.0%4133.7%3925.7%3412.9% 20.9%----40.9%00.8%------51.8% 6134.4%4426.7%1427.0%10826.7%1735.7%911.1%2218.4%3019.6%5721.3% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 481Page 481 QD8 Household income Base Hsld Members (QD3) 1 2 3 4 5 or more Taken Act ions t o Redu-ce Water Usage (Q19) Yes No Home OwnershipStatus (QD4) Own Rent/Livew/others Less than$25,000 $25,000 toless than$40,000 $40,000 toless than$60,000 $60,000 toless than$80,000 $80,000 toless than$100,000 $100,000 toless than$150,000 $150,000 ormore Not sure Prefer not toanswer 68 234 148 118 128 618 145 687 97 811.8%72.8%43.0%54.3%53.8%254.1%96.2%202.8%1818.1% 812.0%72.9%64.1%119.5%54.1%335.3%53.3%324.6%77.2% 912.7%145.9%96.4%75.8%1410.7%447.1%96.0%476.8%76.8% 811.6%239.7%1510.4%1412.2%1410.6%6310.2%138.8%669.6%1313.0% 45.9%2912.5%1711.3%1210.1%129.7%619.9%128.2%7010.2%65.8% 1014.3%5121.9%3322.3%2420.2%2016.0%11017.8%2919.7%13119.1%1212.5% 56.8%3716.0%2919.6%2722.6%3930.5%10316.7%3322.4%13719.9%22.5% 12.0%31.5%--00.3%--20.4%21.2%50.7%-- 1623.1%6326.8%3422.9%1815.0%1914.6%17728.6%3524.2%18026.2%3334.0% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 482Page 482 QD8 Household income Base Gender (QD1) Male Female Home Type (QD6) Singlefamily Condo/Ot-her Service Address City Chula Vista El Cajon Jamul SpringValley Other C Less than$25,000 $25,000 toless than$40,000 $40,000 toless than$60,000 $60,000 toless than$80,000 $80,000 toless than$100,000 $100,000 toless than$150,000 $150,000 ormore Not sure Prefer not toanswer 419 360 714 44 510 88 26 140 36 174.1%205.5%294.1%48.4%224.4%33.1%13.0%107.2%13.4% 133.1%267.2%314.4%614.7%163.1%55.3%14.2%1410.2%38.3% 296.9%246.8%517.1%25.3%305.9%33.1%01.2%1812.5%26.9% 4510.7%339.0%699.7%817.8%5611.0%44.9%--1611.3%26.9% 399.3%3710.3%7410.4%24.5%5210.3%1112.4%518.5%85.6%-- 8620.5%5615.6%13418.8%817.8%9318.3%2224.8%312.5%1913.6%615.8% 8520.3%5314.7%13418.8%24.5%9117.9%1214.2%519.2%2216.0%821.9% 20.4%41.0%50.7%--10.3%00.4%--10.7%26.9% 10424.8%10829.9%18626.0%1227.1%14728.8%2831.8%1141.4%3222.9%1130.0% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 483Page 483 QD8 Household income Base Ethnicity (QD7) Caucasian/-White Latino/His-panic Af-America-n/Black AsianAmerican Mixed/Oth-er Less than$25,000 $25,000 toless than$40,000 $40,000 toless than$60,000 $60,000 toless than$80,000 $80,000 toless than$100,000 $100,000 toless than$150,000 $150,000 ormore Not sure Prefer not toanswer 343 180 35 91 55 154.2%84.5%11.8%44.1%58.4% 123.4%147.8%410.4%44.0%47.3% 298.3%2010.8%25.4%--24.1% 308.9%1910.8%617.1%1112.2%815.2% 3911.3%116.3%412.8%1313.8%713.5% 6920.0%3418.7%616.4%2021.7%917.1% 7120.6%2915.8%1029.2%1617.9%915.5% 10.4%10.7%----00.7% 7922.9%4424.5%27.0%2426.2%1018.2% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 484Page 484 S1 Service address city Base Overall Overall Satisfaction(Q1) Satisfied Dissatisfie-d Account Setup Year 2019 2017-18 2015-16 2010-14 2000-09 Before2000 Chula Vista El Cajon Jamul Spring Valley Other 800 714 59 50 71 59 142 207 271 51063.7%44962.9%4068.7%3162.3%5070.3%3864.1%9768.8%14570.1%14854.6% 8811.0%8011.2%69.9%59.9%57.1%813.8%117.4%209.8%3914.4% 263.3%243.4%23.2%11.2%23.1%11.3%53.2%52.4%134.8% 14017.5%12818.0%712.6%918.1%1115.5%1118.6%2416.7%3014.7%5520.1% 364.5%324.5%35.6%48.5%34.1%12.1%53.8%63.0%166.0% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 485Page 485 S1 Service address city Base Contacted District inPast 6 Months (Q7,8) Yes No Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Chula Vista El Cajon Jamul Spring Valley Other 158 620 37 39 53 79 76 143 139 9761.7%40264.9%2259.9%1640.5%3056.7%5671.3%5268.9%9365.2%9165.7% 2012.9%6410.3%37.3%512.0%35.1%45.5%1114.4%2215.2%129.0% 53.2%203.3%12.1%12.8%00.6%--56.4%32.3%53.6% 2314.9%11218.0%1027.3%1436.8%1833.0%1620.1%810.3%1913.3%2216.0% 127.3%223.5%13.3%37.8%24.7%23.2%--64.0%85.7% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 486Page 486 S1 Service address city Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely/Ne-ver Don't recallreceiving it Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Chula Vista El Cajon Jamul Spring Valley Other 176 163 51 406 46 82 120 153 267 10861.4%9759.3%2447.6%27868.4%3063.6%5364.6%8671.7%10568.5%14956.0% 2413.7%1810.7%1324.4%348.3%511.6%55.7%86.5%159.7%4015.1% 73.9%53.2%36.2%112.7%12.4%11.1%32.2%31.9%155.7% 2916.5%3018.5%1121.8%6917.0%816.2%2025.0%1916.2%2516.3%4516.9% 84.5%148.3%--153.6%36.2%33.7%43.4%53.6%176.4% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 487Page 487 S1 Service address city Base Hsld Members (QD3) 1 2 3 4 5 or more Taken Act ions t o Redu-ce Water Usage (Q19) Yes No Home OwnershipStatus (QD4) Own Rent/Livew/others Chula Vista El Cajon Jamul Spring Valley Other 68 234 148 118 128 618 145 687 97 3551.6%12955.0%10269.0%8471.4%9171.0%39363.6%9062.0%43863.7%6364.5% 1014.9%3715.8%149.4%97.9%43.3%6911.2%1610.7%7711.2%1010.4% 46.3%125.0%31.8%21.7%21.7%233.6%42.6%243.5%21.9% 1521.8%4318.5%2718.4%1714.6%2318.3%11117.9%2617.7%11516.7%2223.2% 45.5%135.6%21.4%54.3%75.6%233.7%107.1%334.8%-- Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 488Page 488 S1 Service address city Base Gender (QD1) Male Female Home Type (QD6) Singlefamily Condo/Ot-her Service Address City Chula Vista El Cajon Jamul SpringValley Other C Chula Vista El Cajon Jamul Spring Valley Other 419 360 714 44 510 88 26 140 36 26964.1%22662.8%45063.0%3783.7%510100.0%-------- 4410.4%4312.0%7810.9%613.2%--88100.0%------ 143.4%123.4%253.6%------26100.0%---- 7117.0%6417.9%13118.3%13.1%------140100.0%-- 215.1%143.9%304.2%----------36100.0% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 489Page 489 S1 Service address city Base Ethnicity (QD7) Caucasian/-White Latino/His-panic Af-America-n/Black AsianAmerican Mixed/Oth-er Chula Vista El Cajon Jamul Spring Valley Other 343 180 35 91 55 18052.4%14479.6%2263.8%7784.9%3055.1% 5716.7%53.0%26.7%43.9%59.1% 205.7%10.5%00.9%00.3%23.4% 5917.2%2714.8%1028.6%99.5%1628.6% 277.9%42.1%--11.4%23.8% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 490Page 490 S2 Account setup year Base Overall Overall Satisfaction(Q1) Satisfied Dissatisfie-d Account Setup Year 2019 2017-18 2015-16 2010-14 2000-09 Before2000 2019 2018-17 2016-15 2014-10 2009-00 Before 2000 800 714 59 50 71 59 142 207 271 506.3%446.1%47.5%50100.0%---------- 718.9%628.7%47.0%--71100.0%-------- 597.4%527.3%59.1%----59100.0%------ 14217.7%12717.8%1119.1%------142100.0%---- 20725.9%18025.2%1728.7%--------207100.0%-- 27133.9%24934.9%1728.5%----------271100.0% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 491Page 491 S2 Account setup year Base Contacted District inPast 6 Months (Q7,8) Yes No Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore 2019 2018-17 2016-15 2014-10 2009-00 Before 2000 158 620 37 39 53 79 76 143 139 2817.8%203.2%616.3%615.5%36.4%67.4%45.6%117.7%64.4% 2012.8%518.2%514.1%512.9%24.5%810.5%1013.6%1410.1%117.8% 148.6%447.1%410.0%24.0%36.2%79.3%22.8%1410.0%139.4% 2817.6%11017.7%513.1%512.3%815.3%1518.9%1114.7%2617.9%2719.1% 2314.6%17428.1%615.0%821.7%1121.5%1316.2%1621.4%3625.4%4733.5% 4528.6%22135.6%1231.5%1333.7%2546.2%3037.7%3241.9%4229.0%3625.9% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 492Page 492 S2 Account setup year Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely/Ne-ver Don't recallreceiving it Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older 2019 2018-17 2016-15 2014-10 2009-00 Before 2000 176 163 51 406 46 82 120 153 267 52.6%63.9%23.2%389.3%1735.8%1518.2%65.0%53.3%82.8% 84.4%116.8%35.6%4811.9%2348.8%1618.9%119.0%106.7%124.5% 74.1%148.6%510.7%327.9%35.5%1619.8%108.6%127.6%72.6% 2011.3%2917.8%1121.7%8120.0%24.9%2429.8%3428.0%2616.9%2810.7% 5229.4%3320.0%1530.1%10626.0%23.4%78.4%4739.5%5032.9%5721.5% 8548.1%7043.0%1528.6%10124.9%11.7%44.8%129.9%5032.7%15457.8% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 493Page 493 S2 Account setup year Base Hsld Members (QD3) 1 2 3 4 5 or more Taken Act ions t o Redu-ce Water Usage (Q19) Yes No Home OwnershipStatus (QD4) Own Rent/Livew/others 2019 2018-17 2016-15 2014-10 2009-00 Before 2000 68 234 148 118 128 618 145 687 97 57.0%72.8%106.7%1310.6%108.1%355.7%96.5%345.0%1515.8% 23.0%177.4%106.8%119.8%1814.0%548.7%1610.7%497.1%2121.8% 45.7%135.4%96.0%119.7%1612.4%528.4%74.7%486.9%1111.0% 811.2%2711.6%2718.3%3025.6%2620.2%10817.4%2618.1%11717.0%2323.9% 1522.5%5021.4%4128.0%3832.2%4031.7%16827.2%3221.9%18927.5%1616.3% 3450.5%12151.5%5134.3%1412.1%1713.5%20232.6%5538.0%25036.4%1111.3% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 494Page 494 S2 Account setup year Base Gender (QD1) Male Female Home Type (QD6) Singlefamily Condo/Ot-her Service Address City Chula Vista El Cajon Jamul SpringValley Other C 2019 2018-17 2016-15 2014-10 2009-00 Before 2000 419 360 714 44 510 88 26 140 36 235.4%277.6%415.8%613.4%316.1%55.6%12.4%96.5%411.7% 378.9%277.6%618.5%49.0%509.8%55.7%28.4%117.9%38.0% 245.8%339.2%496.8%819.1%387.4%89.3%13.0%117.8%13.4% 6716.1%7119.8%12517.6%919.8%9719.1%1111.9%517.4%2417.0%514.7% 10124.1%10027.7%18726.2%1021.8%14528.5%2023.1%519.2%3021.7%617.1% 16639.7%10228.2%25035.1%716.8%14829.1%3944.4%1349.7%5539.1%1645.0% Appendix AAppendix A Otay Water District Customer Service Survey 2020Otay Water District Customer Service Survey 2020 CrosstabulationsCrosstabulations True North Research, Inc.© 2020True North Research, Inc.© 2020 Page 495Page 495 S2 Account setup year Base Ethnicity (QD7) Caucasian/-White Latino/His-panic Af-America-n/Black AsianAmerican Mixed/Oth-er 2019 2018-17 2016-15 2014-10 2009-00 Before 2000 343 180 35 91 55 205.7%168.6%38.0%55.5%46.6% 154.3%2212.4%411.2%910.4%814.3% 246.9%1910.7%513.2%55.8%11.1% 4513.0%3821.3%1027.8%2224.5%1221.9% 7622.2%5128.5%720.0%2830.7%1731.2% 16447.8%3318.5%719.8%2123.1%1424.9%