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HomeMy WebLinkAbout07-20-23 CPRL&L PacketOTAY WATER DISTRICT CONSERVATION, PUBLIC RELATIONS, LEGAL & LEGISLATIVE COMMITTEE MEETING and SPECIAL MEETING OF THE BOARD OF DIRECTORS 2554 SWEETWATER SPRINGS BOULEVARD SPRING VALLEY, CALIFORNIA THURSDAY July 20, 2023 12:00 P.M. 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. UAGENDA 1.ROLL CALL 2.PUBLIC PARTICIPATION – OPPORTUNITY FOR MEMBERS OF THE PUBLIC TO SPEAK TO THE COMMITTEE ON ANY SUBJECT MATTER WITHIN THE COMMITTEE’S JURISDICTION INCLUDING AN ITEM ON TODAY'S AGENDA DISCUSSION ITEMS 3.INFORMATIONAL ITEM: 2023 CUSTOMER OPINION SURVEY (OTERO) BOARD MEMBERS ATTENDING: Gary Croucher, Chair Mark Robak All items appearing on this agenda, whether or not expressly listed for action, may be deliberated and may be subject to action by the Board. The Agenda, and any attachments containing written information, are available at the District’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 by contacting the District Secretary at (619) 670-2253. If you have any disability that would require accommodation in order to enable you to participate in this meeting, please call the District Secretary at 670-2253 at least 24 hours prior to the meeting. 2 Certification of Posting I certify that on July 18, 2023 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 July 18, 2023. /s/ Tita Ramos-Krogman, District Secretary 1 STAFF REPORT TYPE MEETING: Regular Board Meeting MEETING DATE: August 2, 2023 SUBMITTED BY: Tenille M. Otero, Communications Officer PROJECT: Various DIV. NO. All APPROVED BY: Jose Martinez, General Manager SUBJECT: Informational Item: 2023 Customer Opinion Survey 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 2023 Customer Opinion Survey. ANALYSIS: The Otay Water District’s Strategic Plan’s customer perspective section goal is to enhance customer and community engagement to increase public awareness of the water industry and the District, while continuing to provide superior customer service. As part of the Strategic Plan’s efforts to enhance and build public awareness of the District’s priorities, initiatives, programs, and services, District staff implemented a Customer Opinion Survey in June 2023. One of the Strategic Plan’s key performance indicators includes completing a Customer Opinion Survey. The District hired True North Research, Inc. (True North), a full-service survey research firm, to conduct the survey. True North also conducted the District’s Customer Opinion Survey in January 2020 and the San Diego County Water Authority’s Public Opinion Poll in 2022. Prior to the 2020 survey, the District has conducted two separate surveys, including a Customer Satisfaction Survey and Call Center Survey. After evaluating the District’s needs, in 2019 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 AGENDA ITEM 3 2 additional customers who had contacted the District about one or more issues during six months prior to the survey. 2023 is the second year of the combined survey. Since survey methodology trends have evolved, coupled with combining the two surveys in 2020 and 2023, the methodology used for these reports varies from the District’s previous years’ reports. Although making comparisons to previous years’ data can be done, the consultant does not recommend it due to sampling and data collection and methodology differences. However, the consultant can compare survey data from 2020 to 2023 because both have similar sampling/data collection and methodology. 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 provide a statistically reliable measure of customers’ perceptions, opinions, and satisfaction as they relate to the District and the services it provides with the ultimate goal of improving services, customer service, and outreach. Broadly defined, the survey was designed to: • Profile residential customers’ perceptions and opinions of the Otay Water District. • Measure 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. • Gather relevant background and demographic information. This study uses a methodology that avoids reliance on residents to initiate feedback, thus also preventing the creation of a self-selection bias. On a day-to-day 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. 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. 3 True North administered the survey in English and Spanish June 6 through June 20, 2023 to a random sample of 651 residential customers within the District’s service area. To evaluate the District’s customer service and call center, the study oversampled 204 customers who had contacted the District about one or more issues within 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. The average interview was 17 minutes. The survey followed a mixed-method design that employed multiple recruiting methods including email, text, and telephone and multiple data collection methods including telephone and online. Of the 651 completed surveys, 531 were completed online and 120 by telephone. Detailed data is available in the report in attachments C and D but highlights of the survey are listed below. It is always important to consider the context for a survey. By any measure, the past few years leading up to the survey have been challenging. Overall, not noted in the official report (attachment C), but in discussions with the consultant, the consultant has seen a trend for public agencies to struggle more during the pandemic and post pandemic in terms of maintaining higher levels of customer satisfaction. The pandemic profoundly disrupted residents’ lives and livelihoods and forced public agencies to have to reinvent how they provided services in many respects. Although the public health impacts of the pandemic eased in 2022, the economic fallout (labor shortages, supply chain disruptions, and inflationary trends) continued and in some cases increased. Inflation hit a 40-year high, the cost of utilities spiked, and both the cost of housing and the cost of borrowing for a mortgage trended sharply upward. However, the consultant notes that the District’s overall results are still positive and indicate that customers are still satisfied with the District’s performance in providing water services. Staff will continue to assess customers’ opinions and take actions to enhance meeting customers’ needs. Highlights from the report include: • 85% of respondents 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 (97%), followed by providing convenient hours of operation (94%), providing good customer service (92%), followed by keeping the water system in good condition through timely repairs and maintenance (91%), and communicating with customers about scheduled repairs, service disruptions, and other water-related issues (90%). • 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 4 low or reasonable (47%), followed by cell phone (34%), sewer (32%), and water (31%). Electricity and cable/satellite received lower ratings, meaning they think those services are less reasonable in price. • Approximately two-thirds (67%) 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, but then when clarifying to respondents that water is priced approximately at one cent per gallon, 54% of the respondents rated water at an excellent or good value and 28% as a fair value. • Given California’s return to drought status over the past decade, many residents recognize that water reliability is likely to be an ongoing concern in California. A higher number of respondents in 2023 compared to 2020 felt water reliability of water supplies in California, Southern California, San Diego County, and the District’s service area will get worse over the next 10 years. Overall, compared to 2020, there was an increase of 10 to 13% of respondents who felt that reliability would get worse over the next 10 years. • There continues to be widespread support for two of the three initiatives designed to improve water reliability: 1) capturing, storing, and treating rainwater and stormwater runoff to produce clean drinking water (87% strongly or somewhat support) and 2) desalinating and purifying seawater to make clean drinking water (86% strongly or somewhat support). Respondents were less likely to support recycling sewer water and purifying it to clean drinking water standards using advanced water treatment technologies (49% strongly or somewhat support). • Three-quarters (75%) of respondents offered that they had taken actions to reduce their household’s water usage over the past year, whereas 18% confided they had not attempted to use less water. • When asked about a series of open-ended conservation actions, most respondents reported that their household has taken multiple indoor actions to use water efficiently, with the most common being turning off the faucet while brushing their teeth (70%), only running the dishwasher or washing machine when full (67%), and using less water while showering, washing their hands, or doing the dishes (63%). Outdoor activities that were the most common were not hosing down driveways/walkways (61%), watering plants/lawn between 6 p.m. and 10 a.m. (59%), and washing their cars less often or using water-efficient methods to wash their cars (54%). • Approximately 17% of customers surveyed reported that they had contacted the District within six months prior to taking the survey regarding their water service, which is statistically consistent with the percentage recorded in 2020. The most common 5 reasons for contacting the District in 2023 were billing or payment questions (27%), water-related service issues (19%), to make a payment (16%), and to request that their service be started or stopped (14%). • Among customers who contacted the District about an issue within six months preceding the survey, approximately two-thirds (67%) 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 (81%), the knowledge and expertise of the service representative (76%), and their ability to reach a service representative (72%). • More than eight-in-ten (83%) 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. True North recommends that it is best practice to conduct a survey at a minimum of every two years but not longer than three years. The consultant also recommends that a survey should not be conducted annually because that is generally not enough time to evaluate and implement changes. FISCAL IMPACT: Joe Beachem, Chief Financial Officer None. STRATEGIC GOAL: Customer Perspective: Enhance customer and community engagement to increase public awareness of the water industry and the District, while continuing to provide superior customer service. Strategy: Enhance and build public awareness of the District’s priorities, initiatives, programs, and services. LEGAL IMPACT: None. Attachments: A) Committee Action B) Presentation C) 2023 Customer Opinion Survey Summary Report by True North Research D) Appendix A, Cross Tabulations 6 ATTACHMENT A SUBJECT/PROJECT: Informational Item: 2023 Customer Opinion Survey Report COMMITTEE ACTION: The Conservation, Public Relations, Legal and Legislative Committee is scheduled to review this item on June 20, 2023. The attachment will be updated with notes from the committee’s discussion. 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 How did we select customers to survey? o Random Sample of customers, stratified by city of residence with oversample for customers who contacted the District in the past six months o Ensures balanced, representative sample of customers o How did we recruit participation? o Personalized email, text, and telephone calls o PINs to restrict access and ensure one complete per respondent o How were customers able to share their opinions? o Secure, PIN-protected website that scales to the device o Telephone (land line or mobile) o English & Spanish o What was the sample size? o 651 completed interviews o Overall margin of error of ± 3.8% @ 95% level of confidence METHODOLOGY OF STUDY 33 OVERALL SATISFACTION BY STUDY YEAR 55.4 33.8 5.32.12.7 48.7† 36.0 7.5 2.24.8† 0 10 20 30 40 50 60 70 80 90 100 2023 2020 Study Year % R e s p o n d e n t s Prefer not to answer Not sure Very dissatisfied Somewhat dissatisfied Somewhat satisfied Very satisfied 44 OVERALL SATISFACTION BY ACCOUNT SETUP YEAR, HOME OWNERSHIP STATUS & CONTACTED DISTRICT IN PAST 6 MONTHS 28.1 46.6 51.8 49.3 49.1 43.8 50.9 57.7 34.4 32.9 35.2 41.2 35.5 35.6 Very satisfied 45.7 46.9 45.7 57.2 Smwt satisfied 43.6 42.3 33.4 35.2 0 10 20 30 40 50 60 70 80 90 100 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before 2004 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 55 OVERALL SATISFACTION BY AGE & SERVICE ADDRESS 55.6 45.5 59.6 61.1 53.0 37.4 32.1 39.0 29.0 26.0 32.7 29.7 58.4 38.545.5Very satisfied 39.1 28.0 44.539.3Smwt satisfied 44.0 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 66 OVERALL SATISFACTION BY HOUSEHOLD INCOME & ETHNICITY 53.0 55.9 50.7 55.2 49.0 57.3 43.4 39.9 36.8 38.4 34.7 31.9 35.5 31.1 43.6 40.3 Very satisfied 60.9 48.5 58.3 47.2 Smwt satisfied 15.2 37.9 17.9 41.9 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 77 SATISFACTION WITH SERVICE ASPECTS 63.9 53.5 53.1 53.3 47.3 50.8 51.9 53.5 54.7 38.8 51.3 45.2 28.9 23.7 33.2 40.0 38.9 37.7 42.7 38.6 37.2 35.0 33.2 47.3 34.6 38.4 38.8 37.5 6.3 5.9 6.7 7.2 8.2 7.3 7.7 3.6 3.8 5.3 4.0 6.2 6.8 10.2 14.8 2.2 9.5 7.9 9.9 6.9 24.1 22.1 2 3 2 2 0 1 0 10 20 30 40 50 60 70 80 90 100 Provide reliable water service Provide convenient hours of operation Provide good customer service Keep the water system in good condition through timely repairs and maintenance Communicate w customers about scheduled repairs, service disruptions, other water-related issues Ensure an adequate water supply now and in the future Provide accurate billing statements Provide water that is free of color and odor Provide sufficient water pressure Educate customers about ways to conserve water Provide water that is safe to drink Provide high quality water Provide rebate programs that encourage customers to purchase water- efficient appliances, devices Offer good value for the cost of water services % Respondents Who Provided Opinion Very satisfied Somewhat satisfied Somewhat dissatisfied Very dissatisfied 88 PERCEIVED COST OF SERVICE 47.1 33.6 32.0 31.2 11.6 9.1 18.4 20.2 17.0 24.2 13.1 11.8 9.3 1 1 1 1 1 22.4 18.4 17.4 16.2 16.8 15.7 51.4 56.3 22.0 20.3 21.3 13.3 3 2 4 11.3 11 0 10 20 30 40 50 60 70 80 90 100 Trash collection Cell phone Sewer Water Electricity Cable or satellite TV % Respondents Too low Reasonable A little too high Somewhat too high Much too high Not sure / NA Prefer not to answer 99 VALUE OF WATER KNOWING PRICE BY STUDY YEAR 29.4 29.8 24.6 8.02.35.3 4.5 25.6 28.4 27.6 8.1 3.5 0 10 20 30 40 50 60 70 80 90 100 2023 2020 Study Year % R e s p o n d e n t s Prefer not to answer Not sure Very poor Poor Fair Good Excellent 1010 CONTACTED DISTRICT IN PAST 6 MONTHS BY STUDY YEAR 19.7 77.5 2.7 16.5 78.7 4.8† 0 10 20 30 40 50 60 70 80 90 100 2023 2020 Study Year % R e s p o n d e n t s Not sure No contact Yes, contact 1111 ISSUE RESOLVED TO SATISFACTION BY STUDY YEAR 75.4 16.7 5.92.0 67.1 26.7† 4.02.2 0 10 20 30 40 50 60 70 80 90 100 2023 2020 Study Year % R e s p o n d e n t s Prefer not to answer Not sure Dissatisfied Satisfied 1212 SATISFACTION WITH SERVICE REPRESENTATIVE 55.6 48.0 20.8 24.0 11.7 6.2 5.9 11.6 14.0 10.4 62.4 18.2 2.2 3.5 5.6 0 10 20 30 40 50 60 70 80 90 100 The courtesy of the service representative The knowledge and expertise of the service representative Your ability to reach a service representative Q15 Satisfaction with . . . % R e s p o n d e n t s Not sure/Prefer not to answer Very dissatisfied Smwt dissatisfied Smwt satisfied Very satisfied 1313 EXPECTED RELIABILITY OF WATER SUPPLY 6.0 7.3 8.6 29.0 35.4 40.1 52.3 47.9 40.3 9.3 9.9 8.3 9.7 7.8 29.5 54.1 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 49.3 21.2 36.9 27.3 18.5 2.7 24.8 4.5 5.3 7.4 57.6 29.8 4.73.93.3 0 10 20 30 40 50 60 70 80 90 100 Capture, store, treat rainwater, stormwater runoff to produce clean drinking water Desalinate and purify seawater to make clean drinking water Recycle sewer water, purify it to clean drinking water standards using adv water treatment tech Q17 Support District taking action to . . . % R e s p o n d e n t s Prefer not to answer Not sure Strongly oppose Somewhat oppose Somewhat support Strongly support 1515 SATISFACTION WITH COMMUNICATION BY STUDY YEAR 41.7 41.2 5.22.1 9.4 34.5† 48.2† 5.52.0 8.3 0 10 20 30 40 50 60 70 80 90 100 2023 2020 Study Year % R e s p o n d e n t s Prefer not to answer Not sure Very dissatisfied Somewhat dissatisfied Somewhat satisfied Very satisfied 1616 EFFECTIVENESS OF COMMUNICATION METHODS 40.8 29.1 32.0 20.4 24.5 26.3 32.0 24.0 12.1 10.3 11.7 45.3 50.2 45.5 49.1 43.4 40.4 33.0 37.3 41.2 28.0 25.5 0 10 20 30 40 50 60 70 80 90 100 Email Newsletters mailed to your house Newsletters emailed to you/Electronic Newsletters Otay Water District website Postcards mailed to your house Text messages Information inserted into your water bill envelope Notices hung on your front door handle Sponsoring and attending community events Social Media like Twitter, Facebook and Instagram Automated voice calls via telephone % Respondents Very effective Somewhat effective 1717 Customer Satisfaction Remains High o 85% of customers are satisfied overall with the water service they receive from Otay Water o Satisfaction is also high for most 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 Don’t oversteer o Raise customer awareness of the cost/good value of water o Educate customers on the quality and safety of the water provided o Rebate programs o Ability to reach service representatives and resolving issues the first contact 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 iOtay Water District True North Research, Inc. © 2023. . . . . . . . . . . . . . . . T ABLE OF CONTENTS Table of Contents. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . i List of Tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .iii List of Figures. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . iv Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Purpose of Study . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Statistical Significance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 Overview of Methodology. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 Organization of Report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 Acknowledgements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 Disclaimer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 About True North. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 Key Findings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 Satisfaction With Water Services. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Overall Satisfaction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Question 1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Reason for Dissatisfaction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 Question 2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 Specific Services. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 Question 3 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 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 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 Issue Resolved to Satisfaction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 Question 14 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 Satisfaction with Service Representatives . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 Question 15 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 Water Reliability Solutions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27 Opinion of Water Supply. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27 Question 16 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27 Solutions to Increase Reliability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28 Question 17 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28 Conservation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30 Expected Home Water Use . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30 Question 18 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30 Ta b l e o f C o n t e n t s iiOtay Water District True North Research, Inc. © 2023. . . . . . . . . . . . . . . . Taken Actions to Reduce Water Usage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32 Question 19 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32 Actions Taken to Reduce Water Usage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 Question 20 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 Question 21 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35 Question 22 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 Communication. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 Overall Satisfaction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 Question 23 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 Pipeline Newsletter. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40 Question 24 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40 Pipeline Newsletter Readership. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41 Question 25 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42 Communication Preferences. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43 Question 26 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44 Background & Demographics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46 Methodology . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47 Questionnaire Development . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47 Programming, Pre-Test & Translation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47 Sample, Weighting, Recruiting & Data Collection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47 Margin of Error Due to Sampling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48 Data Processing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49 Rounding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49 Questionnaire & Toplines. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50 Li s t o f T a b l e s True North Research, Inc. © 2023 iiiOtay Water District . . . . . . . . . . . . . . . . L IST OF TABLES Table 1 Satisfaction With Services by Study Year . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 Table 2 Satisfaction With Services by Overall Satisfaction With District. . . . . . . . . . . . . . . . 14 Table 3 Reasonableness of Amount Paid for Services by Study Year. . . . . . . . . . . . . . . . . . 16 Table 4 Satisfaction With Service Representative by Study Year . . . . . . . . . . . . . . . . . . . . . 26 Table 5 Opinion of Reliability of Water Supply by Study Year . . . . . . . . . . . . . . . . . . . . . . . 28 Table 6 Support for Water Reliability Solutions by Study Year . . . . . . . . . . . . . . . . . . . . . . 29 Table 7 Strong Support for Water Reliability Solutions by Service Address City & District’s Water Reliability Over Next 10 Years. . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 Table 8 Strong Support for Water Reliability Solutions by Account Setup Year & Taken Actions to Reduce Water Usage. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 Table 9 Effectiveness of Otay Water District Communication Efforts by Study Year. . . . . . . 44 Table 10 Effectiveness of Otay Water District Communication Efforts by Satisfaction With Communication & Age (Showing % Very Effective) . . . . . . . . . . . . . . . . . . . . . 45 Table 11 Demographics of Sample by Study Year . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46 Li s t o f F i g u r e s True North Research, Inc. © 2023 ivOtay Water District . . . . . . . . . . . . . . . . L IST OF FIGURES Figure 1 Overall Satisfaction by Study Year . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Figure 2 Overall Satisfaction by Account Setup Year, Home Ownership Status & Contacted District in Past 6 Months . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Figure 3 Overall Satisfaction by Age & Service Address City . . . . . . . . . . . . . . . . . . . . . . . . 10 Figure 4 Overall Satisfaction by Hsld Income & Ethnicity . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 Figure 5 Reasons for Dissatisfaction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 Figure 6 Satisfaction With Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 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 by Study Year . . . . . . . . . . . . . . . . . . . . . . . . . 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 by Study Year . . . . . . . . . . . . . . . . . . . . . . . . 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 Reasons for Contacting District. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22 Figure 21 Problem With Water Service. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23 Figure 22 Field Representative Sent by Study Year . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23 Figure 23 Field Representative Service Performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24 Figure 24 Number of Contacts to Resolve Issue by Study Year . . . . . . . . . . . . . . . . . . . . . . . 25 Figure 25 Issue Resolved to Satisfaction by Study Year . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 Figure 26 Satisfaction With Service Representative . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 Figure 27 Opinion of Reliability of Water Supply . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27 Figure 28 Support for Water Reliability Solutions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28 Figure 29 Future Water Usage by Study Year. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30 Figure 30 Future Water Usage by Account Setup Year, Home Ownership Status & Contacted District in Past 6 Months . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 Figure 31 Future Water Usage by Age, Service Address City & Taken Actions to Reduce Water Usage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 Figure 32 Future Water Usage by Hsld Income & Ethnicity. . . . . . . . . . . . . . . . . . . . . . . . . . . 31 Figure 33 Taken Action to Reduce Water Usage by Study Year . . . . . . . . . . . . . . . . . . . . . . . 32 Figure 34 Taken Action to Reduce Water Usage by Account Setup Year, Home Ownership Status & Contacted District in Past 6 Months. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 Figure 35 Taken Action to Reduce Water Usage by Age & Service Address City . . . . . . . . . . . 33 Figure 36 Taken Action to Reduce Water Usage by Hsld Income & Ethnicity . . . . . . . . . . . . . 33 Figure 37 Actions Taken to Reduce Water Usage. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 Figure 38 Major Changes on Property to Reduce Water Usage in Past Years by Study Year . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35 Figure 39 Major Changes on Property to Reduce Water Usage in Past Years by Account Setup Year, Home Ownership Status & Contacted District in Past 6 Months. . . . . . 36 Figure 40 Major Changes on Property to Reduce Water Usage in Past Years by Age & Service Address City . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36 Figure 41 Major Changes on Property to Reduce Water Usage in Past Years by Hsld Income & Ethnicity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36 Li s t o f F i g u r e s True North Research, Inc. © 2023 vOtay Water District . . . . . . . . . . . . . . . . Figure 42 Changes on Property to Reduce Water Usage . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 Figure 43 Satisfaction With Communication by Study Year . . . . . . . . . . . . . . . . . . . . . . . . . . 38 Figure 44 Satisfaction With Communication by Account Setup Year & Home Ownership Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39 Figure 45 Satisfaction With Communication by Age & Service Address City. . . . . . . . . . . . . . 39 Figure 46 Satisfaction With Communication by Ethnicity, Gender & Overall Satisfaction . . . . 39 Figure 47 Recall Receiving Pipeline Customer Newsletter by Study Year . . . . . . . . . . . . . . . . 40 Figure 48 Recall Receiving Pipeline Customer Newsletter by Account Setup Year, Home Ownership Status & Contacted District in Past 6 Months40 Figure 49 Recall Receiving Pipeline Customer Newsletter by Age & Service Address City. . . . 41 Figure 50 Recall Receiving Pipeline Customer Newsletter by Hsld Income & Ethnicity . . . . . . 41 Figure 51 Frequency of Reading Pipeline Customer Newsletter by Study Year . . . . . . . . . . . . 42 Figure 52 Frequency of Reading Pipeline Customer Newsletter by Account Setup Year, Home Ownership Status & Contacted District in Past 6 Months . . . . . . . . . . . . . . . 42 Figure 53 Frequency of Reading Pipeline Customer Newsletter by Age & Service Address City . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43 Figure 54 Frequency of Reading Pipeline Customer Newsletter by Hsld Income & Ethnicity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43 Figure 55 Effectiveness of Otay Water District Communication Efforts . . . . . . . . . . . . . . . . . 44 Figure 56 Maximum Margin of Error . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48 In t r o d u c t i o n True North Research, Inc. © 2023 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 would 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 residential customers’ perceptions and opinions of the Otay Water District; • Measure 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. This is not the first statistically reliable public opinion survey conducted for the District—a simi- lar study was completed by True North in 2020. Because of the natural interest in tracking the District’s performance in meeting the evolving needs of its customers, where appropriate the In t r o d u c t i o n True North Research, Inc. © 2023 2Otay Water District . . . . . . . . . . . . . . . . results of the current study are compared with the results of identical questions included in the previous study. STATISTICAL SIGNIFICANCE Many figures and tables in this report present the results of questions asked in the current study alongside the results found in the prior survey for identical questions. In such cases, True North conducted the appropriate tests of statistical significance to identify changes that likely reflect actual changes in public opinion between the prior survey (2020) and the current (2023)—as opposed to being due to chance associated with selecting two samples independently and at random. Differences between the two studies are identified as sta- tistically significant if we can be 95% confident that the differences reflect an actual change in public opinion between the two studies. Statistically significant differences within response cate- gories over time are denoted by the † symbol which appears in the figure next to the appropriate response value for 2023. OVERVIEW OF METHODOLOGY A full description of the methodology used for this study is included later in this report (see Methodology on page 47). In brief, the survey was administered to a random sample of 651 residential customers within Otay Water District’s ser- vice area. To accommodate the District’s interest in evaluating its customer service and call cen- ter performance, the study oversampled 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 representative of res- idential customers overall. The survey followed a mixed-method design that employed multiple recruiting methods (email, text, and telephone) and multiple data collection methods (telephone and online). Administered in English and Spanish between June 6 and June 20, 2023, the average interview was 17 minutes. ORGANIZATION OF REPORT This report is designed to meet the needs of readers who prefer a summary of the findings as well as those interested in the details of the results. For those who seek an overview, the section titled Key Findings is for you. It provides a summary of the most important findings and a discussion of their implications. 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), and a description of the methodology employed for collecting and analyzing the data. For the truly ambitious reader, the full questionnaire is included at the back of this report (see Questionnaire & Toplines on page 50) 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. In t r o d u c t i o n True North Research, Inc. © 2023 3Otay Water District . . . . . . . . . . . . . . . . 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. Dur- ing their careers, Dr. McLarney (President) and Mr. Sarles (Principal Researcher) have designed and conducted over 1,200 survey research studies for public agencies—including more than 500 studies for California municipalities, utilities, and special districts. Ke y F i n d i n g s True North Research, Inc. © 2023 4Otay Water District . . . . . . . . . . . . . . . . K EY FINDINGS 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 agency 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 for- est 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 continue to be quite satisfied with the Otay Water District’s efforts to provide water services to their households. Eighty-five percent (85%) of respondents were satisfied with the District’s overall perfor- mance in providing water services in 2023. Despite the pandemic and the many changes it has compelled for municipal operations since 2020, customer satisfaction with the District’s overall performance in 2023 was just four percentage points lower than the level recorded in January 2020 (89%) a few months before the pandemic was declared. Moreover, when looking only at those who provided an opinion (i.e., factoring out those who were unsure or unwilling to provide an opinion), overall satisfaction remained statistically consistent from 2020 (92%) to 2023 (90%). The strong level of satisfaction exhibited by respondents as a whole was also echoed across customer subgroups based on account set-up year, home ownership status, whether they had contacted the District in the past six months, service address city, age, household income, and eth- nicity. With the exception of respondents living in a service area other than Chula Vista, El Cajon, Jamul, or Spring Valley (67% satisfied), satis- faction ranged from a low of 76% to a high of 94%. 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 84% of respondents who provided an opinion were satisfied with the District’s efforts. Among the 14 services tested, respondents were most satisfied with the District’s efforts to pro- vide reliable water service (97% very or somewhat satisfied), provide con- venient hours of operation (94%), provide good customer service (92%), keep the water system in good condition through timely repairs and maintenance (91%), and communicate with customers about scheduled repairs, service disruptions, and other water-related issues (90%). 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. Ke y F i n d i n g s True North Research, Inc. © 2023 5Otay Water District . . . . . . . . . . . . . . . . Approximately 17% of customers surveyed reported that they had con- tacted the District in the six months prior to taking the survey regarding their water service, which is statistically consistent with the percentage recorded in 2020. The most common reasons for contacting the District in 2023 were billing or payment questions (27%), water-related service issues (19%), to make a payment (16%), and to request that their service be started or stopped (14%)—also the top reasons for contact in 2020. Among this subgroup who had contacted the District in the past six months, approximately six-in-ten (59%) were able to resolve their issue with a single contact and two-thirds (67%) indicated that the reason for contacting the District was ultimately resolved to their satisfaction. Both of these metrics were somewhat lower in 2023 than 2020. More than three-quarters indicated that they were very or somewhat satisfied with the courtesy of the service representative (81%), the knowledge and expertise of the service representative (76%), and their ability to reach a service representative (72%). While marks for courtesy and knowledge/ expertise remained in line with 2020, satisfaction with the ability to reach a service representative was statistically lower in 2023 (-11%). Among the very small subgroup of customers with a water service issue that required a field representative be sent to their property (1% of all residential customers), none indicated that the field representative failed to arrive in a timely manner (35% were unsure or preferred not to answer). Overall, more than six-in-ten respondents within this small cus- tomer segment indicated that the field representative accurately assessed the problem (75%), arrived in a timely manner (65%), and clearly explained the nature of the problem and how it could be fixed (62%). 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 and providing rebate programs that encourage customers to pur- chase water-efficient appliances and devices. 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 com- pared to the other service areas tested. Additionally, offering good value for the cost of water services, providing water that is safe to drink, and Ke y F i n d i n g s True North Research, Inc. © 2023 6Otay Water District . . . . . . . . . . . . . . . . providing high quality water were the biggest differentiators between customers who were satisfied vs. dissatisfied with the District’s overall performance. There is also an opportunity to increase customers’ knowledge regarding the per-gallon cost of the water their household receives. Overall, two- thirds (67%) 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 (31%).1 Additionally, just 2% of Otay Water District’s customers correctly identified the true cost of their household’s water at one cent per gallon in 2023, down from 7% in 2020 and much lower than the 25% of residents region-wide. Clarifying the true cost of water had a striking effect on the perceived value of the District’s services. Once customers understood that water is priced at one cent per gallon, 54% rated water an excellent or good value, and an additional 28% felt water is a fair value. In fact, nearly a quarter of dissatisfied respondents who had previously complained that their water bill is too high switched to viewing water as an excellent, good, or fair value when informed about the true cost of water per gal- lon. What are residents’ views on water reliabil- ity and what are their conservation behaviors? Given the State’s regular return to drought status over the past decade, many residents recognize that water reliability is likely to be an ongoing concern in California. 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, 40% antici- pated they would get worse (10% higher than in 2020) and an identical percentage (40%) expected little change. Just 9% were of the opinion that the reliability of water supplies would improve during this period (7% less than in 2020). Concerns about the reliability of the District’s future water supplies translate to widespread support for two of the three initiatives designed to improve water reliability—capturing, storing, and treating rainwater and stormwater runoff to produce clean drinking water (87% strongly or somewhat support) and desalinating and purifying seawater to make clean drinking water (86%). Respondents were less likely to support recy- cling sewer water and purifying it to clean drinking water standards using advanced water treatment technologies (49%). 1. True North’s 2022 study for the San Diego County Water Authority can be found at: https://www.sdcwa.org/public-opinion-research Ke y F i n d i n g s True North Research, Inc. © 2023 7Otay Water District . . . . . . . . . . . . . . . . In terms of household water usage, seven-in-ten respondents (72%) anticipated their water use to remain about the same this year as com- pared with last year, 20% expected to use less water in 2023, 6% felt they will use more water this year, and 2% were unsure or unwilling to state. Responses to this question series were virtually unchanged from 2020 to 2023. Additionally, three-quarters (75%) of respondents offered that they had taken one or more actions to reduce water usage over the past year, which is also statistically consistent with the level reported in 2020. When asked about a series of water-conservation actions, most respon- dents reported that their household has taken multiple actions to use water efficiently, with the most common being turning off the faucet while brushing their teeth (70% of those whose household reduced usage), only running the dishwasher or washing machine when full (67%), using less water while showering, washing their hands, or doing the dishes (63%), and not hosing down their driveway or walkways (61%). How well is the Otay Water District communi- cating with customers, and what are some of the main challenges? Keeping up with the challenge of communicating with residential cus- tomers has been difficult for many public agencies in recent years. As the number of information sources and channels available to the public have dramatically increased, so too has the diversity in where residents regularly turn for their information. Not only have entirely new channels arisen to become mainstream and nearly ubiquitous (e.g., social media), within these channels there exists a proliferation of alternative services. To add to the challenge, residents’ preferences for information sources are also dynamic, subject to change as new services are made available while others may fade in popularity, making thorough, effective commu- nication a moving target for public agencies. Against this backdrop of declining satisfaction with public agency com- munications in general—and coupled with the exacerbating impact of the pandemic—the survey results suggest the Otay Water District is doing a solid job communicating with its residential customers. Just over eight-in-ten respondents indicated that they were satisfied with the Dis- trict’s efforts to communicate with customers through newsletters, social media, bill inserts, web, direct mail, and/or other means. Although the intensity of satisfaction softened from 2020 to 2023 (i.e., fewer reported being very satisfied), the overall percentage of customers satis- fied with the District's communication efforts remained unchanged at 83%. When asked specifically if they recalled receiving the Pipeline 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 cus- tomers reporting that they always or sometimes read the Pipeline News- letter when it arrives. Moreover, both of these metrics remained unchanged from 2020 to 2023. Ke y F i n d i n g s True North Research, Inc. © 2023 8Otay Water District . . . . . . . . . . . . . . . . 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, newsletters mailed to the home, and emailed/electronic newsletters at the top of the list (see Com- munication Preferences on page 43 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. © 2023 9Otay 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 (85%) of respondents in 2023 indicated they were either very (49%) or somewhat (36%) satisfied with the District’s efforts to provide water services. Approximately 10% were very or somewhat dissatisfied, and 6% were unsure or unwilling to share their opinion. Satisfaction with the job the Otay Water District is doing to provide water services was slightly lower in 2023 (85%) than 2020 (89%), driven by a statistically significant decline in the percent- age very satisfied (-7%) and a small, but statistically significant increase in the percentage unsure (+2%). That said, when looking only at those who provided an opinion (i.e., factoring out those who were unsure or unwilling to provide an opinion), overall satisfaction remained statistically consistent from 2020 (92%) to 2023 (90%). 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 BY STUDY YEAR † Statistically significant change (p < 0.05) between the 2020 and 2023 studies. Figures 2-4 on the next page display how customers’ opinions about the District’s overall perfor- mance in providing water services varied by a host of demographic traits. The high levels of sat- isfaction exhibited by respondents as a whole (see Figure 1 above) were generally echoed across 55.4 33.8 5.32.12.7 48.7† 36.0 7.52.24.8† 0 10 20 30 40 50 60 70 80 90 100 2023 2020 Study Year % R e s p o n d e n t s Prefer not toanswer Not sure Verydissatisfied Somewhatdissatisfied Somewhat satisfied Very satisfied 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. © 2023 10Otay Water District . . . . . . . . . . . . . . . . customer subgroups. With the exception of respondents living in a service area other than Chula Vista, El Cajon, Jamul, or Spring Valley (67% satisfied), satisfaction ranged from a low of 76% to a high of 94%. 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 28.1 46.6 51.8 49.3 49.1 43.8 50.9 57.7 34.4 32.9 35.2 41.2 35.5 35.6 Very satisfied 45.7 46.9 45.7 57.2 Smwt satisfied 43.6 42.3 33.4 35.2 0 10 20 30 40 50 60 70 80 90 100 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before 2004 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 55.6 45.5 59.6 61.1 53.0 37.4 32.1 39.0 29.0 26.0 32.7 29.7 58.4 38.545.5Very satisfied 39.1 28.0 44.539.3Smwt satisfied 44.0 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 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. © 2023 11Otay Water District . . . . . . . . . . . . . . . . FIGURE 4 OVERALL SATISFACTION BY HSLD INCOME & ETHNICITY REASON FOR DISSATISFACTION The small percentage (10%) 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 (53%), followed by water quality, taste, or smell (38%). Inaccurate/incorrect billing (12%) was the only other reason men- tioned by at least 10% of dissatisfied respondents. Question 2 Is there a particular reason why you are dissatisfied with the Water District's per- formance? FIGURE 5 REASONS FOR DISSATISFACTION 53.0 55.9 50.7 55.2 49.0 57.3 43.4 39.9 36.8 38.4 34.7 31.9 35.5 31.1 43.6 40.3 Very satisfied 60.9 48.5 58.3 47.2 Smwt satisfied 15.2 37.9 17.9 41.9 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 ormore 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 52.7 37.5 11.9 4.9 4.1 3.0 2.3 0 102030405060 Rates, bills too expensive Water quality, taste, smell Inaccurate, incorrect billing Customer service issues High water pressure Excessive salaries, pensions, compensation Low water pressure % 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. © 2023 12Otay Water District . . . . . . . . . . . . . . . . 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 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 ser- vice. For comparison purposes between the services, only respondents who held an opinion (sat- isfied or dissatisfied) are included in the figure. Those who did not have an opinion 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 rep- resent the answers of those with an opinion. 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 At the top of the list, respondents were most satisfied with the District’s efforts to provide reli- able water service (97% very or somewhat satisfied), followed by efforts to provide convenient hours of operation (94%), provide good customer service (92%), keep the water system in good condition through timely repairs and maintenance (91%), and communicate with customers about scheduled repairs, service disruptions, and other water-related issues (90%). 63.9 53.5 53.1 53.3 47.3 50.8 51.9 53.5 54.7 38.8 51.3 45.2 28.9 23.7 33.2 40.0 38.9 37.7 42.7 38.6 37.2 35.0 33.2 47.3 34.6 38.4 38.8 37.5 6.3 5.9 6.7 7.2 8.2 7.3 7.7 3.6 3.8 5.3 4.0 6.2 6.8 10.2 14.8 2.2 9.5 7.9 9.9 6.9 24.1 22.1 2 3 2 2 0 1 0 102030405060708090100 Provide reliable water service [95%] Provide convenient hours of operation [80%] Provide good customer service [80%] Keep the water system in good condition through timely repairs and maintenance [81%] Communicate w customers about scheduled repairs, service disruptions, other water-related issues [79%] Ensure an adequate water supply now and in the future [78%] Provide accurate billing statements [93%] Provide water that is free of color and odor [97%] Provide sufficient water pressure [97%] Educate customers about ways to conserve water [86%] Provide water that is safe to drink [93%] Provide high quality water [92%] Provide rebate programs that encourage customers to purchase water- efficient appliances, devices [65%] Offer good value for the cost of water services [92%] % Respondents Who Provided Opinion Very satisfied Somewhat satisfied Somewhat 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. © 2023 13Otay Water District . . . . . . . . . . . . . . . . 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 (61%) and provide rebate programs that encourage customers to purchase water-efficient appliances and devices (68%). There were statistically significant declines in satisfaction for 5 of the 14 services from 2020 to 2023 (Table 1). The largest declines were evidenced for offering good value for the cost of water services (-6%) and providing high quality water (-5%). TABLE 1 SATISFACTION WITH SERVICES BY STUDY YEAR † Statistically significant change (p < 0.05) between the 2020 and 2023 studies. DIFFERENTIATORS OF OPINION For the interested reader, Table 2 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 9). 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- 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 water that is safe to drink, 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 reliable water service and provide convenient hours of operation. 2023 2020 Provide sufficient water pressure 87.8 85.5 +2.3 Provide reliable water service 97.1 95.1 +1.9Provide accurate billing statements 89.1 88.7 +0.4 Educate customers about ways to conserve water 86.1 87.0 -0.9 Communicate w customers about scheduled repairs, service disruptions, other water-related issues 90.1 91.1 -1.0 Provide good customer service 92.0 93.1 -1.1 Provide convenient hours of operation 93.4 95.1 -1.7 Provide rebate programs that encourage customers to purchase water-efficient appliances, devices 67.8 70.0 -2.2Provide water that is free of color and odor 88.5 91.1 -2.6 Keep the water system in good condition through timely repairs and maintenance 91.1 94.3 -3.3† Ensure an adequate water supply now and in the future 89.4 92.9 -3.5† Provide water that is safe to drink 85.8 89.9 -4.1† Provide high quality water 83.6 88.5 -4.8† Offer good value for the cost of water services 61.2 66.6 -5.5† Study Year Change in Satisfaction 2020 to 2023 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. © 2023 14Otay Water District . . . . . . . . . . . . . . . . TABLE 2 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 68.9 15.0 53.9Provide water that is safe to drink 91.2 38.2 52.9 Provide high quality water 89.0 38.5 50.5Provide water that is free of color and odor 92.6 52.0 40.6 Provide rebate programs that encourage customers to purchase water-efficient appliances, devices 73.5 36.2 37.3 Provide accurate billing statements 92.3 58.6 33.7 Provide good customer service 96.7 63.1 33.6Keep the water system in good condition through timely repairs and maintenance 94.7 61.7 33.1 Educate customers about ways to conserve water 89.4 57.1 32.4Ensure an adequate water supply now and in the future 92.0 67.6 24.4 Provide sufficient water pressure 90.3 67.0 23.3Communicate w customers about scheduled repairs, service disruptions, other water-related issues 92.6 69.5 23.1 Provide convenient hours of operation 95.2 84.3 10.9 Provide reliable water service 98.0 91.1 6.9 Satisfaction With Difference Between Groups For Each Service % 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 Va l u e True North Research, Inc. © 2023 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.2 Overall, trash collection received the highest percentage of respondents indicating that the amount paid for the service was either too low or reasonable (48%), followed by cell phone service (34%), sewer (33%), and water (32%). Comparatively, electricity (12%) and cable or satellite television (10%) received lower ratings. The percentage of residents who were unsure or did not have an opinion ranged from a low of 2% (water service) to a high of 12% (sewer service). With that said, even when responses of not sure and no answer are filtered out, the relative rank order of the services remained nearly the same (sewer and cell phone service switched positions, but with just 1% separating them). Given the purpose of this study, it is instructive to note that water service was ranked fourth among the six services 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? FIGURE 7 REASONABLENESS OF AMOUNT PAID FOR SERVICES 2. 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. 47.1 33.6 32.0 31.2 11.6 9.1 18.4 20.2 17.0 24.2 13.1 11.8 9.3 1 1 1 1 1 22.4 18.4 17.4 16.2 16.8 15.7 51.4 56.3 22.0 20.3 21.3 13.3 3 2 4 11.3 11 0 102030405060708090100 Trash collection Cell phone Sewer Water Electricity Cable or satellite TV Q4 d Q4 a Q4 e Q4 f Q4 b Q4 c % Respondents Too low Reasonable A little too high Somewhat too high Much too high Not sure / NA Prefer not to answer Va l u e True North Research, Inc. © 2023 16Otay Water District . . . . . . . . . . . . . . . . From 2020 to 2023, there were statistically significant declines in residential customers’ percep- tion of the reasonableness of the amount paid for electricity (-13%), trash collection (-9%), and sewer services (-6%). Perceptions of water service, although slightly lower than 2020, was not statistically different. TABLE 3 REASONABLENESS OF AMOUNT PAID FOR SERVICES BY STUDY YEAR † Statistically significant change (p < 0.05) between the 2020 and 2023 studies. 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, two-thirds (67%) of respondents could not or would not provide an estimate. Just 2% of respondents correctly identi- fied the cost of their household’s water at one cent per gallon (down from 7% in 2020), whereas 31% provided an incorrect estimate. Among those who provided an incorrect estimate, a per-gal- lon cost of more than 20 cents was the most frequent response (11%). 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 customers3 who cor- rectly estimated the cost of municipal water per gallon ranged from 0% to 4% across subgroups. 3. Responses of prefer not to answer were filtered out of this analysis. 2023 2020 Cell phone 34.2 33.2 +0.9 Cable or satellite TV 9.6 9.7 -0.1 Water 31.5 35.4 -3.9 Sewer 32.4 38.8 -6.4† Trash collection 47.9 56.6 -8.8†Electricity 12.3 25.4 -13.1† Study Year Change in Too low & Reasonable 2020 to 2023 4.7 2.2 6.0 6.4 3.4 10.8 58.2 8.3 0 102030405060 $0.00 $.01 (correct) $.02 to $.05 $.06 to $.10 $.11 to $.20 More than $.20 Not sure Prefer not to answer % Respondents Va l u e True North Research, Inc. © 2023 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 0.0 2.1 3.7 2.3 0.8 2.0 2.6 0.0 1.4 0.0 2.8 0 5 10 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before 2004 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 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 2.8 2.7 2.5 1.2 1.7 3.0 0.0 1.0 3.2 0.4 0 5 10 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 0.0 2.1 1.7 2.1 2.2 1.1 0.0 4.1 2.6 0.9 0.0 1.6 0 5 10 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 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. © 2023 18Otay Water District . . . . . . . . . . . . . . . . VALUE FOR COST After informing customers that the average cost of the water that their household receives is 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 pre- sented in Figure 12 below, the majority (54%) of residential customers rated the value of their water as excellent (26%) or good (28%) after learning that the cost averages one cent per gallon, 28% offered that the value is fair, and about 12% rated it as poor or very poor. The remaining 7% of customers surveyed were unsure or unwilling to offer an opinion. Responses to Question 6 remained statistically consistent from 2020 to 2023. Question 6 To clarify, for the average water user, the cost of water is 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 BY STUDY YEAR For the interested reader, figures 13 through 15 on the next page display the value rating given to household water after learning the true cost among various customer segments. 29.4 29.8 24.6 8.02.35.3 4.5 25.6 28.4 27.6 8.1 3.5 0 10 20 30 40 50 60 70 80 90 100 2023 2020 Study Year % R e s p o n d e n t s Prefer not toanswer Not sure Very poor Poor Fair Good Excellent Va l u e True North Research, Inc. © 2023 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 18.8 19.2 29.2 27.0 17.9 23.1 26.6 35.2 27.2 26.5 27.9 32.6 27.2 28.9 23.020.630.1Excellent 25.5 29.936.4 28.3Good 30.4 0 10 20 30 40 50 60 70 80 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before 2004 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 25.6 23.8 29.2 17.0 34.1 10.3 31.7 26.8 29.7 53.6 28.0 29.0 Excellent 22.1 17.6 28.8 34.1 Good 35.0 23.3 22.3 27.6 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 31.2 32.5 35.2 31.0 21.8 34.1 16.7 29.4 27.2 37.6 24.7 28.4 26.9 30.7 34.1 33.9 9.3 29.827.2Excellent 23.9 37.8 39.4 33.4 Good 19.2 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. © 2023 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 District’s customer database. Figure 16 provides the combined findings of these questions and shows that 17% of respondents indicated that they had contacted the District in the six months prior to the interview, which is statistically consis- tent with the percentage recorded in 2020. When compared with their respective counterparts, customers who set up their account in 2022, those who rent their residence or live with others, respondents 35 to 44 years of age, and customers with an annual household income under $25,000 were the most likely to report having contacted the District during this period (see fig- ures 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 BY STUDY YEAR † Statistically significant change (p < 0.05) between the 2020 and 2023 studies. 19.7 77.5 2.7 16.5 78.7 4.8† 0 10 20 30 40 50 60 70 80 90 100 2023 2020 Study Year % R e s p o n d e n t s Not sure No contact Yes, contact Cu s t o m e r S e r v i c e True North Research, Inc. © 2023 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 21.7 16.9 9.8 14.8 30.1 48.7 21.7 27.7 22.2 0 10 20 30 40 50 60 70 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before 2004 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 9.5 16.0 19.1 12.5 17.3 17.0 21.324.2 29.3 21.9 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 19.5 10.1 14.2 14.2 21.3 20.7 8.1 25.429.7 17.7 24.2 22.3 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. © 2023 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 (27%), followed by water-related service issues (19%), to make a payment (16%), and to request that their service be started or stopped (14%). The top four reasons for contact were the same in both the 2020 and 2023 stud- ies. Question 9 Thinking of your most recent contact, what was the main reason or issue that prompted you to contact the District? FIGURE 20 REASONS 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 (3% 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 on the next page shows that nearly half (49%) of this small customer segment had contacted the District about a water leak or broken pipe. Other specific water service issues that prompted contact (and were cited by at least 5% of respondents) included water pressure issues (17%), an unexpectedly high bill (14%), and poor water quality, odor, or taste (13%). 26.6 18.7 15.9 14.1 6.0 4.1 4.1 3.3 2.2 1.3 0.8 0.7 1.6 0.7 0 5 10 15 20 25 30 Questions about billing / payments Water-related service issue (leak, water pressure, quality) Make payment / Pay bill Request start / stop of service Report water waste / leaks / broken pipes on someone else’s property Find out how to reduce bill Other reason Request a payment extension or arrangement Learn about / Participate in rebate program Not sure Learn about / Participate in gardening / landscaping classes Service interrupted for non-payment Prefer not to answer Change name, address on account % Respondents Who Contacted Water District Cu s t o m e r S e r v i c e True North Research, Inc. © 2023 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 (3% 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, 42% of this subgroup of customers had a field representative sent to their property, which is higher than the corresponding figure in 2020 (36%). The difference is not statistically significant, however, due to the small sample size of customers in this subgroup. Question 11 Did your problem involve the Water District sending a field representative to your property? FIGURE 22 FIELD REPRESENTATIVE SENT BY STUDY YEAR 48.6 16.8 14.1 13.4 4.9 2.3 1.5 0 1020304050 Water leak, broken pipe Water pressure Unexpectedly high bill Poor water quality, odor, taste Other (unique responses) Not sure Broken sprinkler % Respondents With Water Service Issue 35.8 61.5 0.0 42.4 48.6 6.5 0 10 20 30 40 50 60 70 80 90 100 2023 2020 Study Year % R e s p o n d e n t s Prefer not to answer Not sure No, problemdidn't involve rep Yes, problem involved rep Cu s t o m e r S e r v i c e True North Research, Inc. © 2023 24Otay Water District . . . . . . . . . . . . . . . . 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. As presented in Figure 23, more than six-in-ten respondents within this small customer segment (1% of all customers) indicated that the field representative accurately assessed the problem (75%), arrived in a timely manner (65%), and clearly explained the nature of the problem and how it could be fixed (62%). 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 (17% of all customers), Question 13 asked if they were able to resolve their issue with a single contact, or whether multiple calls/contacts were required. As shown in Figure 24 on the next page, close to six-in-ten customers who had contacted the District were able to resolve their issue with a single contact (59%). Twenty-two percent (22%) required multiple contacts (statistically higher than 2020), 17% indicated that the issue was not resolved, and 2% were unsure or unwilling to state. 65.4 61.6 0.0 26.3 0.0 6.9 12.2 74.5 22.4 0.0 27.7 3.0 0 10 20 30 40 50 60 70 80 90 100 Accurately assess the problem Arrive in a timely manner 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 to answer Not sure No Yes Cu s t o m e r S e r v i c e True North Research, Inc. © 2023 25Otay Water District . . . . . . . . . . . . . . . . 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 BY STUDY YEAR † Statistically significant change (p < 0.05) between the 2020 and 2023 studies. ISSUE RESOLVED TO SATISFACTION When asked if the reason for contacting the Otay Water District was ultimately resolved to their satisfaction, two-thirds (67%) of the customers who had contacted the District answered in the affirmative, 27% indicated that the issue was not resolved to their satisfaction, and 6% were unsure or unwilling to state. The percentage of cus- tomers in 2023 that indicated the issue was not resolved to their satisfaction was statistically higher than 2020 (see Figure 25). Question 14 Was the reason you contacted them ultimately resolved to your satisfaction? FIGURE 25 ISSUE RESOLVED TO SATISFACTION BY STUDY YEAR † Statistically significant change (p < 0.05) between the 2020 and 2023 studies. 69.0 12.7 13.9 4.1 59.0 21.9† 17.4 0.8 0 10 20 30 40 50 60 70 80 90 100 2023 2020 Study Year % R e s p o n d e n t s Prefer not toanswer Not sure Issue was notresolved Multiple contactsrequired Resolved withsingle contact 75.4 16.7 5.92.0 67.1 26.7† 4.02.2 0 10 20 30 40 50 60 70 80 90 100 2023 2020 Study Year % R e s p o n d e n t s Prefer not toanswer Not sure Dissatisfied Satisfied Cu s t o m e r S e r v i c e True North Research, Inc. © 2023 26Otay Water District . . . . . . . . . . . . . . . . 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 (81%), the knowledge and expertise of the service rep- resentative (76%), and their ability to reach a service representative (72%, which is statistically lower than in 2020 as shown in Table 4). 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 TABLE 4 SATISFACTION WITH SERVICE REPRESENTATIVE BY STUDY YEAR † Statistically significant change (p < 0.05) between the 2020 and 2023 studies. 55.6 48.0 20.8 24.0 11.76.2 5.9 11.6 14.0 10.4 62.4 18.2 2.2 3.5 5.6 0 10 20 30 40 50 60 70 80 90 100 The courtesy of the service representative The knowledge and expertise of the service representative Your ability to reach a service representative Q15 Satisfaction with . . . % R e s p o n d e n t s Notsure/Prefer not to answer Verydissatisfied Smwtdissatisfied Smwt satisfied Very satisfied 2023 2020 The knowledge and expertise of the service representative 76.4 74.7 +1.7 The courtesy of the service representative 80.5 84.0 -3.4Your ability to reach a service representative 72.0 82.7 -10.7† Study Year Change inVery + Smwt Satisfied 2020 to 2023 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. © 2023 27Otay 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 District’s service area. OPINION OF WATER SUPPLY The first question started by informing respondents that a reliable water supply is one that can be depended upon to consistently provide enough water to meet an area's needs. Respondents were then asked if they expect the reliability of water sup- plies 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 similar for the two largest geographic areas and trended more positive (improving or staying the same) at the local levels. Overall, 6% to 8% of respondents felt that the reliability of the 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 9%. For California, Southern California, and San Diego County, respondents were more likely to indicate that the supplies would be getting worse (California: 52%, Southern California: 54%, San Diego County: 48%) over staying the same (California: 30%, Southern California: 29%, San Diego County: 35%), whereas opinions were evenly split for the District (40% each). The remainder of respondents were unsure or declined to state their opinion. While the ratio of improving or stay- ing the same was more favorable for San Diego County than Southern California or the State, the Otay Water District’s service area was the only geography to have a higher percentage indicate a positive or neutral outlook as compared to a negative one. 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 6.0 7.3 8.6 29.0 35.4 40.1 52.3 47.9 40.3 9.3 9.9 8.3 9.7 7.8 29.5 54.1 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 Gettingworse 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. © 2023 28Otay Water District . . . . . . . . . . . . . . . . Respondents were much more likely to feel that the reliability of water supplies would be getting worse over the next 10 years when asked in 2023 as compared to 2020 (see Table 5). TABLE 5 OPINION OF RELIABILITY OF WATER SUPPLY BY STUDY YEAR † Statistically significant change (p < 0.05) between the 2020 and 2023 studies. 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 sources of drinking water and increase the reliability of 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 (87% strongly or somewhat sup- port), followed closely by desalinating and purifying seawater to make clean drinking water (86%). In contrast, respondents were much less likely to support recycling sewer water and puri- fying it to clean drinking water standards using advanced water treatment technologies (49%). Question 17 There are a several different ways to expand our sources of drinking water and increase the reliability of our water supply. FIGURE 28 SUPPORT FOR WATER RELIABILITY SOLUTIONS 2023 2020 Otay Water District's Service Area 40.3 30.4 +9.9† San Diego County 47.9 37.8 +10.1†California 52.3 41.1 +11.1† Southern California 54.1 41.4 +12.7† Study Year Change in % Getting Worse 2020 to 2023 49.3 21.2 36.9 27.3 18.5 2.7 24.8 4.5 5.3 7.4 57.6 29.8 4.73.93.3 0 10 20 30 40 50 60 70 80 90 100 Capture, store, treat rainwater, stormwater runoff to produce clean drinking water Desalinate and purify seawater to make clean drinking water Recycle sewer water, purify it to clean drinking water standards using adv water treatment tech Q17 Support District taking action to . . . % R e s p o n d e n t s Prefer not to answer Not sure Strongly oppose Somewhatoppose Somewhatsupport Strongly support 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. © 2023 29Otay Water District . . . . . . . . . . . . . . . . Responses to this question series were comparable from 2020 to 2023, with no statistically sig- nificant changes (see Table 6). TABLE 6 SUPPORT FOR WATER RELIABILITY SOLUTIONS BY STUDY YEAR For the interested reader, tables 7 and 8 provide the percentage of surveyed customers who strongly supported each project by their service address city, opinion of the reliability 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. TABLE 7 STRONG SUPPORT FOR WATER RELIABILITY SOLUTIONS BY SERVICE ADDRESS CITY & DISTRICT’S WATER RELIABILITY OVER NEXT 10 YEARS TABLE 8 STRONG SUPPORT FOR WATER RELIABILITY SOLUTIONS BY ACCOUNT SETUP YEAR & TAKEN ACTIONS TO REDUCE WATER USAGE 2023 2020 Capture, store and treat rainwater and stormwater runoff to produce clean drinking water 87.4 85.3 +2.1 Desalinate and purify seawater to make clean drinking water 86.2 84.4 +1.8 Recycle sewer water, purify it to clean drinking water standards using adv water treatment tech 48.5 47.3 +1.2 Study Year Change in Strong + Smwt Support 2020 to 2023 Chula Vista El Cajon Jamul Spring Valley Other Improving Staying about the same Getting worse Capture, store and treat rainwater and stormwaterrunoff to produce clean drinking water 55.8 64.8 54.7 57.4 73.8 77.3 55.0 58.7 Desalinate and purify seawater to make clean drinking water 48.2 60.1 52.4 45.0 53.6 64.3 45.5 55.0 Recycle sewer water, purify it to clean drinking water standards using adv water treatment tech 18.5 24.3 24.1 28.2 22.6 36.5 20.7 21.1 District's Water Reliability Over Next 10 Years (Q16d)Service Address City 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before 2004 Yes No Capture, store and treat rainwater and stormwater runoff to produce clean drinking water 48.4 64.6 65.1 54.6 64.0 59.3 55.2 59.3 57.1 Desalinate and purify seawater to make clean drinking water 36.8 49.4 60.8 57.7 60.1 43.7 48.3 50.4 49.8 Recycle sewer water, purify it to clean drinking water standards using adv water treatment tech 12.5 22.4 26.5 25.2 15.8 22.5 20.5 21.9 21.2 Account Setup Year Taken Actions to Reduce Water Usage (Q19) Co n s e r v a t i o n True North Research, Inc. © 2023 30Otay 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 2023 as they did in 2022. Seven-in-ten respondents (72%) anticipated their water use to remain about the same this year when compared with last year, 20% anticipated using less water in 2023, 6% felt they will use more water this year, and 2% were unsure or unwilling to state. Responses to this question series were virtually unchanged from 2020 to 2023 (see Figure 29). 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 2022? FIGURE 29 FUTURE WATER USAGE BY STUDY YEAR Figures 30 through 32 on the next page examine the percentage of respondents who expect to use more water in 2023 as compared with 2020. A higher than average percentage of customers who initially set up their account in 2020-2022 or 2016-2017, had contacted the District within the past six months, earn a household income of $25,000 to less than $40,000, and respon- dents who identify their ethnicity as mixed/other expected to use more water this year. 5.2 71.2 20.4 2.6 5.7 72.1 20.3 1.6 0 10 20 30 40 50 60 70 80 90 100 2023 2020 Study Year % R e s p o n d e n t s Prefer not toanswer Not sure Use less About same Use more Co n s e r v a t i o n True North Research, Inc. © 2023 31Otay Water District . . . . . . . . . . . . . . . . FIGURE 30 FUTURE WATER USAGE BY ACCOUNT SETUP YEAR, HOME OWNERSHIP STATUS & CONTACTED DISTRICT IN PAST 6 MONTHS FIGURE 31 FUTURE WATER USAGE BY AGE, SERVICE ADDRESS CITY & TAKEN ACTIONS TO REDUCE WATER USAGE FIGURE 32 FUTURE WATER USAGE BY HSLD INCOME & ETHNICITY 1.8 2.4 5.9 5.3 6.5 9.1 4.9 11.0 1.0 11.212.2 0 5 10 15 20 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before 2004 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 W h o E x p e c t t o U s e M o r e W a t e r 5.5 6.1 4.2 3.4 6.4 0.0 6.6 3.3 7.4 8.1 5.0 5.3 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 Yes No Age (QD2) Service Address City 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 7.7 4.4 3.4 3.8 7.9 1.1 4.4 12.9 3.62.6 14.9 6.9 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. © 2023 32Otay 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, 75% 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 7% were unsure or unwilling to answer the question. There were no statistically significant changes from 2020 to 2023. 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 BY STUDY YEAR Figures 34-36 on the next page show that customers who set up their account in 2020-2021, those under 35 years of age, and respondents with a household income less than $25,000 per year were the least likely to have taken actions to reduce water usage. At least 65% 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. 77.3 18.2 3.51.0 75.4 18.1 5.61.0 0 10 20 30 40 50 60 70 80 90 100 2023 2020 Study Year % R e s p o n d e n t s Prefer not to answer Not sure Have not takenaction to reduce usage Yes, taken actionto reduce usage Co n s e r v a t i o n True North Research, Inc. © 2023 33Otay 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 CITY FIGURE 36 TAKEN ACTION TO REDUCE WATER USAGE BY HSLD INCOME & ETHNICITY 89.1 75.7 77.4 76.7 64.5 79.3 75.373.1 59.7 71.2 72.1 0 10 20 30 40 50 60 70 80 90 100 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before 2004 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 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 80.9 76.9 75.5 84.1 67.3 78.9 70.466.4 81.4 41.1 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 68.3 77.3 67.1 71.7 80.2 92.6 69.6 77.9 57.4 87.4 78.2 70.4 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. © 2023 34Otay 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, at least six-in-ten turned off the faucet while brushing their teeth (70%), only ran the dishwasher or washing machine when full (67%), used less water while showering, washing their hands, or doing the dishes (63%), and did not hose down their drive- way or walkways (61%). Question 20 What specific actions have you taken to reduce your household's use of water? If says, "reduced water usage", probe: How specifically did you do that? FIGURE 37 ACTIONS TAKEN TO REDUCE WATER USAGE 69.5 67.4 63.4 53.9 50.7 42.5 2.0 61.3 59.3 49.2 45.7 23.2 2.7 1.6 54.1 45.1 0 10203040506070 Turn off faucet while brushing teeth Only run dishwasher/laundry when full Use less water when taking shower, hand washing dishes, etc. Used water-efficient faucet and shower heads Fixed leaks Purchased water-efficient appliances (clothes washer, dishwasher, etc.) Use a grey-water system Didn’t hose down driveway/walkways Watered plants/lawn between 6PM & 10AM Washed car less often/Used water-efficient methods to wash car Watered plants less/use drip system Installed drought tolerant landscapes/plants Adjusted sprinklers so they don’t run on driveway, sidewalks, waste water Installed artificial grass/turf Collect, reuse water / Installed rain barrel Removed grass / lawn In d o o r Ou t 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. © 2023 35Otay Water District . . . . . . . . . . . . . . . . Although not shown graphically, a statistically higher percentage of customers in 2023 indicated taking action by not hosing down their driveway or walkways (+10% vs. 2020), only running the dishwasher or washing machine when full (+8%), installing drought tolerant landscaping/plants (+8%), watering plants/lawn at the recommended time (+7%), turning off the faucet while brush- ing teeth (+6%), and washing cars less often or using water efficient methods to wash cars (+5%). Respondents were also 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 28% of respondents had not made any major changes to their property for the purpose of water conservation and 8% were unsure or unwilling to state. The results for this question were consistent with those recorded in 2020 (Figure 38). 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 YEARS BY STUDY YEAR Figures 39 through 41 on the next page show that customers who set up their account before 2016, home owners, residents at least 35 years of age, customers living in a service area other than Spring Valley, those with a household income under $40,000 or between $100,000 and $150,000, and those with an ethnicity other than African-American were the most likely to have made major property changes to reduce water usage. 64.2 30.8 3.21.9 63.9 27.7 5.03.3 0 10 20 30 40 50 60 70 80 90 100 2023 2020 Study Year % R e s p o n d e n t s Prefer not to answer Not sure No major changes onproperty to reduce water usage Yes, made major changes to reduce waterusage Co n s e r v a t i o n True North Research, Inc. © 2023 36Otay Water District . . . . . . . . . . . . . . . . FIGURE 39 MAJOR CHANGES ON PROPERTY TO REDUCE WATER USAGE IN PAST YEARS 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 YEARS BY AGE & SERVICE ADDRESS CITY FIGURE 41 MAJOR CHANGES ON PROPERTY TO REDUCE WATER USAGE IN PAST YEARS BY HSLD INCOME & ETHNICITY 72.7 63.6 69.6 66.8 42.9 60.6 65.7 38.2 55.8 47.9 57.9 0 10 20 30 40 50 60 70 80 90 100 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before 2004 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 69.1 65.0 72.5 72.4 51.8 71.6 59.764.561.6 45.1 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 52.8 72.3 60.1 66.3 64.2 44.5 57.8 68.970.9 69.5 55.3 62.5 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 Co n s e r v a t i o n True North Research, Inc. © 2023 37Otay Water District . . . . . . . . . . . . . . . . As a follow-up, respondents who indicated that they had made major changes to their property to reduce water usage were asked in an open-ended manner to detail the types of changes they made within the past five years. The majority (55%) 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 (19%), installing a drip irrigation system (14%), reducing the amount of grass and plants (11%), and reducing water use in general or letting grass die (10%). 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 54.6 19.1 14.1 11.0 9.9 5.8 4.5 4.4 2.5 2.1 2.0 1.6 1.0 0.8 0.8 1.7 2.4 0 102030405060 Installed drought tolerant landscapes, fake grass, concrete Purchased water-efficient appliances Installed drip system Reduced grass, plants Reduced water usage in general / Let grass die Used water-efficient faucet and shower heads, toilets Adjusted, changed irrigation system settings Installed new sprinklers Use less water when taking shower, hand washing dishes Used rain barrels Planted drought tolerant plants Washed car less often / Used water-efficient methods Changed pool usage, equipment Not sure, cannot think of anything specific Watered plants early morning or late afternoon Collected, reused water (rain/shower) Installed tankless water heater % 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. © 2023 38Otay Water District . . . . . . . . . . . . . . . . C OMMUNICATION This 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 35% indicating that they were very satisfied and 48% somewhat satisfied (Figure 43). The remaining respondents were either dissatisfied with the District's communication efforts (8%) or unsure or unwilling to pro- vide an opinion (10%). Although the intensity of satisfaction shifted from 2020 to 2023 (i.e., sta- tistically significant decrease in very satisfied and a corresponding increase in somewhat satisfied), the overall percentage of customers satisfied with the District's communication efforts remained unchanged at 83%. 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 BY STUDY YEAR † Statistically significant change (p < 0.05) between the 2020 and 2023 studies. The next three figures display how satisfaction with the District’s efforts to communicate with customers varied across a series of key subgroups. Satisfaction with the District’s communica- tion efforts was widespread, with at least 70% 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 communica- tion efforts when compared with those who were generally satisfied with the Otay Water District (64% vs. 86%). Customers under 35 years of age also reported much lower than average satisfac- tion with the District’s communication efforts (59%). 41.7 41.2 5.22.1 9.4 34.5† 48.2† 5.52.08.3 0 10 20 30 40 50 60 70 80 90 100 2023 2020 Study Year % R e s p o n d e n t s Prefer not toanswer Not sure Very dissatisfied Somewhatdissatisfied Somewhat satisfied Very satisfied Co m m u n i c a t i o n True North Research, Inc. © 2023 39Otay 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 27.5 23.9 39.4 36.3 27.0 53.1 51.9 46.4 47.3 52.2 44.0 25.333.8 Very satisfied 36.3 39.9 62.044.5 Smwt satisfied 42.1 0 10 20 30 40 50 60 70 80 90 100 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before 2004 Own Rent / Live w/others Account Setup Year Home Ownership Status (QD4) % R e s p o n d e n t s 44.2 31.6 38.5 37.0 41.9 33.4 42.7 51.6 46.4 58.4 36.7 36.3 Very satisfied 24.5 29.4 29.4 36.4 Smwt satisfied 34.1 54.1 45.9 51.1 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 26.3 37.7 33.4 39.5 7.9 51.1 47.2 47.6 47.0 55.7 24.1 47.0 35.5 Very satisfied 40.8 55.5 51.3 45.2 Smwt satisfied 45.2 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 Co m m u n i c a t i o n True North Research, Inc. © 2023 40Otay 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, 30% did not recall receiving it, and 21% were unsure. There were no statistically significant changes from 2020 to 2023. Question 24 Do you recall receiving the Pipeline Customer Newsletter, which is mailed to your home or emailed quarterly? FIGURE 47 RECALL RECEIVING PIPELINE CUSTOMER NEWSLETTER BY STUDY YEAR Figures 48 through 50 show how the percentage of respondents that recalled receiving the Pipe- line Newsletter varied by subgroups. Customers who set up their account from 2018 to 2021, those who rent their residence or live with others, customers in the 45 to 54 year age group, those in a service area other than El Cajon or Jamul, respondents with a household income under $40,000 per year, and African-American, Asian-American, and Latino/Hispanic customers were the least likely to recall receiving the Pipeline Newsletter. FIGURE 48 RECALL RECEIVING PIPELINE CUSTOMER NEWSLETTER BY ACCOUNT SETUP YEAR, HOME OWNERSHIP STATUS & CONTACTED DISTRICT IN PAST 6 MONTHS 48.9 32.7 18.1 48.6 30.4 19.7 0.31.3 0 10 20 30 40 50 60 70 80 90 100 2023 2020 Study Year % R e s p o n d e n t s Prefer not toanswer Not sure Did not receive Pipeline Newsletter ReceivedPipeline Newsletter 52.6 41.3 56.8 52.2 23.4 47.3 49.945.8 33.034.338.7 0 10 20 30 40 50 60 70 80 90 100 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before 2004 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 R e c a l l Re c e i v i n g Pi p e l i n e N e w s l e t t e r Co m m u n i c a t i o n True North Research, Inc. © 2023 41Otay Water District . . . . . . . . . . . . . . . . FIGURE 49 RECALL RECEIVING PIPELINE CUSTOMER NEWSLETTER BY AGE & SERVICE ADDRESS CITY FIGURE 50 RECALL RECEIVING PIPELINE CUSTOMER 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, 21% 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. Responses remained statistically consistent from 2020 to 2023. Figures 52-54 show that Pipeline readership varied substantially across subgroups. Of note is how overall readership generally increases as household income increases (see Figure 54 on next page). 51.2 45.9 62.0 56.6 48.9 43.546.1 50.3 37.5 53.1 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 R e c a l l Re c e i v i n g Pi p e l i n e N e w s l e t t e r 51.5 58.2 48.7 55.8 39.4 29.0 38.3 61.5 41.140.3 32.1 14.6 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 R e c a l l Re c e i v i n g Pi p e l i n e N e w s l e t t e r Co m m u n i c a t i o n True North Research, Inc. © 2023 42Otay Water District . . . . . . . . . . . . . . . . Question 25 How often would you say that you read the Pipeline Customer 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 CUSTOMER NEWSLETTER BY STUDY YEAR FIGURE 52 FREQUENCY OF READING PIPELINE CUSTOMER NEWSLETTER BY ACCOUNT SETUP YEAR, HOME OWNERSHIP STATUS & CONTACTED DISTRICT IN PAST 6 MONTHS 22.1 20.4 5.3 51.4 51.1 21.8 21.0 4.8 0 10 20 30 40 50 60 70 80 90 100 2023 2020 Survey Year % R e s p o n d e n t s Did not recall receiving newsletteror unsure (Q24) Prefer not to answer Never Rarely Sometimes Always 21.6 11.7 30.4 24.1 6.3 20.6 22.6 18.4 20.4 18.8 24.3 24.2 21.6 22.0 13.9 19.1 21.51.1 2.6 5.9 14.3 4.4 5.1 4.0 5.3 1.0 5.1 12.616.78.815.7 10.4 4.8 0 10 20 30 40 50 60 70 80 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before 2004 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. © 2023 43Otay Water District . . . . . . . . . . . . . . . . FIGURE 53 FREQUENCY OF READING PIPELINE CUSTOMER NEWSLETTER BY AGE & SERVICE ADDRESS CITY FIGURE 54 FREQUENCY OF READING PIPELINE CUSTOMER 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 (86% very or somewhat effective), followed by newsletters mailed to the home (79%) and emailed/electronic newsletters (78%). At the other end of the spectrum, automated voice calls via telephone (37%) and social media (38%) were perceived to be the least effective ways for the District to communi- cate with residential customers. From 2020 to 2023 (Table 9 on next page), there were statistically significant increases in the perceived effectiveness of text messages (+8%), newsletters mailed to the home (+8%), the Dis- 27.6 21.8 25.7 20.0 19.8 21.1 15.3 23.5 27.7 19.0 19.5 31.5 28.3 19.1 18.3 9.6 3.2 4.1 8.6 3.7 4.1 3.3 8.3 8.2 19.1 21.3 11.9 16.8 21.0 2.6 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 25.1 25.1 15.5 27.2 21.4 21.6 11.1 19.95.4 9.2 22.6 21.6 23.9 24.5 23.6 12.1 1.8 17.4 33.1 3.8 2.0 5.1 4.4 4.0 6.6 8.0 3.8 4.3 9.8 8.5 11.612.720.9 5.5 22.6 5.7 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. © 2023 44Otay Water District . . . . . . . . . . . . . . . . trict’s website (+5%), and email (+5%) as ways for the District to communicate with residents and a decline for sponsoring and attending community events as an effective method (-6%). 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 TABLE 9 EFFECTIVENESS OF OTAY WATER DISTRICT COMMUNICATION EFFORTS BY STUDY YEAR † Statistically significant change (p < 0.05) between the 2020 and 2023 studies. For the interested reader, Table 10 on the next page displays the percentage of respondents who perceived each proposed communication method as very effective by their satisfaction with the District’s communication efforts and age, with the three most effective methods within each sub- group highlighted in green to ease comparisons. 40.8 29.1 32.0 20.4 24.5 26.3 32.0 24.0 12.1 10.3 11.7 45.3 50.2 45.5 49.1 43.4 40.4 33.0 37.3 41.2 28.0 25.5 0 102030405060708090100 Email Newsletters mailed to your house Newsletters emailed to you/Electronic Newsletters Otay Water District website Postcards mailed to your house Text messages Information inserted into your water bill envelope Notices hung on your front door handle Sponsoring and attending community events Social Media like Twitter, Facebook and Instagram Automated voice calls via telephone Q2 6 a Q2 6 e Q2 6 b Q2 6 d Q2 6 g Q2 6 j Q2 6 f Q2 6 h Q2 6 i Q2 6 c Q2 6 k % Respondents Very effective Somewhat effective 2023 2020 Text messages 66.7 58.6 +8.1† Newsletters mailed to your house 79.3 71.8 +7.5†Otay Water District website 69.4 64.0 +5.4† Email 86.1 81.0 +5.1† Newsletters emailed to you/Electronic Newsletters 77.5 73.5 +3.9 Notices hung on your front door handle 61.3 57.7 +3.6 Automated voice calls via telephone 37.2 36.9 +0.3 Postcards mailed to your house 67.9 68.7 -0.8 Information inserted into your water bill envelope 65.1 66.9 -1.9 Social Media like Twitter, Facebook and Instagram 38.3 40.5 -2.2 Sponsoring and attending community events 53.3 59.5 -6.2† Study Year Change in Very + Smwt Effective 2020 to 2023 Co m m u n i c a t i o n True North Research, Inc. © 2023 45Otay Water District . . . . . . . . . . . . . . . . TABLE 10 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 (83%) 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. Satisfied Dissatisfied Under 35 35 to 44 45 to 54 55 to 64 65 or older Email 42.0 45.8 37.2 50.0 43.0 44.0 40.1 Information inserted into your water bill envelope 36.4 14.5 22.8 35.9 28.5 27.6 36.5Newsletters emailed to you/Electronic Newsletters 32.8 36.7 28.7 32.5 38.7 31.6 36.5 Newsletters mailed to your house 32.8 15.4 26.5 26.6 28.0 23.3 34.0 Text messages 27.7 27.4 18.7 27.7 42.1 40.9 16.8 Postcards mailed to your house 26.7 18.2 22.0 22.5 36.4 26.6 22.5 Notices hung on your front door handle 25.2 27.5 21.4 18.8 45.7 30.3 19.7 Otay Water District website 22.2 21.5 12.6 22.5 20.0 28.2 18.8 Sponsoring and attending community events 12.9 11.2 15.8 10.5 17.7 12.4 10.5 Automated voice calls via telephone 12.8 10.6 3.6 11.1 15.0 18.9 9.9 Social Media like Twitter, Facebook and Instagram 10.9 11.0 8.5 9.0 12.7 15.5 8.3 Satisfaction With Communication (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. © 2023 46Otay Water District . . . . . . . . . . . . . . . . B ACKGROUND & DEMOGRAPHICS TABLE 11 DEMOGRAPHICS OF SAMPLE BY STUDY YEAR Table 11 presents the key demographic informa- tion collected during the survey in 2023, along with comparison data from 2020. The primary motiva- tion for collecting the background and demo- graphic information was to provide a better insight into how the results of the substantive questions of the survey vary by demographic characteristics. 2023 2020 Total Respondents 651 800 Gender (QD1) Male 48.5 52.4 Female 47.9 45.0 Non-binary 0.0 N/A Prefer not to answer 3.6 2.6 Age (QD2) Under 35 5.3 5.8 35 to 44 9.5 10.3 45 to 54 11.6 15.0 55 to 64 20.2 19.2 65 or older 39.9 33.4 Prefer not to answer 13.6 16.4 Hsld Members (QD3) 19.88.5 2 34.4 29.3 3 17.3 18.5 4 15.2 14.7 5 or more 13.0 15.9 Prefer not to answer 10.3 13.1 Home Ownership Status (QD4) Own 86.2 85.9 Rent/Live w/others 11.5 12.1 Prefer not to answer 2.2 2.0 Home Type (QD6) Single family 91.1 89.3 Condo/Other 5.8 5.5 Prefer not to answer 3.1 5.3 Ethnicity (QD7) Caucasian/White 46.0 42.9 Latino/Hispanic 19.4 22.5 Af-American/Black 3.9 4.4 Asian American 10.2 11.3 Mixed/Other 7.4 6.9 Prefer not to answer 13.0 12.0 Hsld Income (QD8) Less than $25K 2.9 4.6 $25K to < $40K 4.2 4.9 $40K to < $60K 5.5 6.6 $60K to < $80K 8.8 9.8 $80K to < $100K 11.5 9.5 $100K to < $150K 14.9 17.9 $150K or more 18.9 17.4 Note sure/Prefer not to answer 33.3 29.2 Service Address City Chula Vista 64.3 63.7 El Cajon 11.4 11.0 Jamul 3.5 3.3 Spring Valley 17.7 17.5 Other 3.0 4.5 Study Year Me t h o d o l o g y True North Research, Inc. © 2023 47Otay 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 50) 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 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 oversam- ple so that the figures presented in this report are representative of residential customers over- all. Customers were recruited to participate in the survey through multiple recruiting methods (email, text, and telephone). 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 email and/or text 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 participation among those who had yet to take the sur- vey. Following an initial period of online data collection, True North began placing telephone Me t h o d o l o g y True North Research, Inc. © 2023 48Otay Water District . . . . . . . . . . . . . . . . calls to land lines and cell phone numbers of 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 651 completed surveys were gathered online and by tele- phone in English and Spanish between June 6 and June 20, 2023. 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 651 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 ± 3.8% for questions answered by all 651 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 651 Residential Customers ± 3.8% 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. © 2023 49Otay 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. © 2023 50Otay Water District . . . . . . . . . . . . . . . . Q UESTIONNAIRE & TOPLINES True North Research, Inc. © 2023 Page 1 Otay Water District Customer Survey Final Toplines (n=651) June 2023 Section 1: Introduction to Study Hi, may I please speak with _____? Hi, name is _____ and I’m calling from TNR on behalf of the Otay (Oh-tie) Water District. We’re conducting a short survey of customers and we would like to get your opinions. If needed: This is a survey about your water services – I’m NOT trying to sell anything and I won’t 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 49% Skip to Q3 2 Somewhat satisfied 36% Skip to Q3 3 Somewhat dissatisfied 8% Ask Q2 4 Very dissatisfied 2% Ask Q2 98 Not sure 5% 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 District’s performance? Verbatim responses recorded and later grouped into categories shown below. Rates, bills too expensive 53% Water quality, taste, smell 38% Inaccurate, incorrect billing 12% Customer service issues 5% High water pressure 4% Excessive salaries, pensions, compensation 3% Low water pressure 2% Q3 Next, I’m 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 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? (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 42% 35% 9% 6% 7% 1% B Ensure an adequate water supply now and in the future 40% 30% 6% 2% 21% 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. © 2023 51Otay Water District . . . . . . . . . . . . . . . . Otay Water District Customer Survey 6/21/2023 True North Research, Inc. © 2023 Page 2 C Educate customers about ways to conserve water 33% 41% 9% 3% 12% 1% D Keep the water system in good condition through timely repairs and maintenance 43% 31% 5% 2% 18% 1% E Provide reliable water service 61% 32% 2% 1% 4% 0% F Communicate with customers about scheduled repairs, service disruptions and other water-related issues 37% 34% 6% 2% 20% 1% G Provide water that is safe to drink 48% 32% 7% 6% 6% 1% H Provide water that is free of color and odor 52% 34% 7% 4% 2% 1% I Provide sufficient water pressure 53% 32% 7% 5% 2% 1% J Offer good value for the cost of water services 22% 35% 22% 14% 7% 1% K Provide good customer service 43% 31% 5% 2% 18% 1% L Provide rebate programs that encourage customers to purchase water-efficient appliances and devices 19% 25% 14% 7% 33% 2% M Provide convenient hours of operation 43% 32% 5% 0% 19% 1% N Provide accurate billing statements 48% 34% 7% 3% 7% 1% Section 3: Value of Services Q4 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? 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 / N o t ap p l i c a b l e Pr e f e r n o t t o an s w e r A Cell phone 1% 34% 20% 18% 22% 4% 1% B Electricity 1% 12% 13% 16% 56% 2% 1% C Cable or satellite TV 1% 9% 12% 17% 51% 9% 1% D Trash collection 1% 47% 18% 16% 13% 3% 1% E Sewer 0% 32% 17% 17% 21% 11% 1% F Water 0% 31% 24% 22% 20% 1% 1% Q5 If you had to guess, how much do you think it costs per gallon for the water your household receives? $0.00 5% $.01 (correct) 2% $.02 to $.05 6% Qu e s t i o n n a i r e & T o p l i n e s True North Research, Inc. © 2023 52Otay Water District . . . . . . . . . . . . . . . . Otay Water District Customer Survey 6/21/2023 True North Research, Inc. © 2023 Page 3 $.06 to $.10 6% $.11 to $.20 3% More than $.20 11% Not sure 58% Prefer not to answer 8% Q6 To clarify, for the average water user, the cost of water is 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 26% 2 Good 28% 3 Fair 28% 4 Poor 8% 5 Very poor 3% 98 Not sure 5% 99 Prefer not to answer 2% 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 68% Skip to Q9 2 No 26% Skip to Q16 98 Not sure 6% 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 8% Ask Q9 2 No 88% Skip to Q16 98 Not sure 3% Skip to Q16 99 Prefer not to answer 1% Skip to Q16 Overall, 16% 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. © 2023 53Otay Water District . . . . . . . . . . . . . . . . Otay Water District Customer Survey 6/21/2023 True North Research, Inc. © 2023 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.) on my property 19% Ask Q10 2 Report water waste/leaks/broken pipes on someone else’s property 6% Skip to Q13 3 Request start/stop of service 14% Skip to Q13 4 Questions about billing/payments 27% Skip to Q13 5 Make payment/Pay bill 16% Skip to Q13 6 Request a payment extension or arrangement 3% Skip to Q13 7 Service interrupted for non-payment 1% Skip to Q13 8 Find out how to reduce bill 4% Skip to Q13 9 Learn about/Participate in a rebate program 2% Skip to Q13 12 Learn about/Participate in gardening /landscaping classes 1% Skip to Q13 15 Other 4% Skip to Q13 16 Change name, address on account 1% Skip to Q13 98 Not sure 2% Skip to Q13 99 Prefer not to answer 1% 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 49% Water pressure 17% Unexpectedly high bill 14% Poor water quality, odor, taste 13% Broken sprinkler 2% Other (unique responses) 5% Not sure 2% Q11 Did your problem involve the Water District sending a field representative to your property? 1 Yes 42% Ask 0 2 No 49% Skip to Q13 98 Not sure 6% Skip to Q13 99 Prefer not to answer 2% 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. © 2023 54Otay Water District . . . . . . . . . . . . . . . . Otay Water District Customer Survey 6/21/2023 True North Research, Inc. © 2023 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 65% 0% 28% 7% B Accurately assess the problem 75% 22% 0% 3% C Clearly explain the nature of the problem and how it can be fixed 62% 26% 0% 12% 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 59% 2 Multiple contacts required 22% 3 Issue was not resolved 17% 98 Not sure 1% 99 Prefer not to answer 1% Q14 Was the reason you contacted them ultimately resolved to your satisfaction? 1 Yes 67% 2 No 27% 98 Not sure 4% 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 Dis s a t i s f i e d Ve r y Dis 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 48% 24% 12% 6% 3% 7% B The courtesy of the service representative 62% 18% 2% 6% 3% 8% C The knowledge and expertise of the service representative 56% 21% 3% 6% 6% 8% Qu e s t i o n n a i r e & T o p l i n e s True North Research, Inc. © 2023 55Otay Water District . . . . . . . . . . . . . . . . Otay Water District Customer Survey 6/21/2023 True North Research, Inc. © 2023 Page 6 Section 5: Water Reliability & Solutions Next, I’m 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 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? 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 8% 30% 52% 9% 1% B Southern California 6% 29% 54% 10% 1% C San Diego County 7% 35% 48% 8% 1% D Otay Water District’s service area 9% 40% 40% 10% 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 49% 37% 5% 3% 5% 1% B Capture, store and treat rainwater and stormwater runoff to produce clean drinking water 58% 30% 4% 3% 5% 1% C Recycle sewer water and purify it to clean drinking water standards using advanced water treatment technologies 21% 27% 18% 25% 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 2022? 1 More 6% 2 About Same 72% 3 Less 20% 98 Not Sure 2% 99 Prefer not to answer 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. © 2023 56Otay Water District . . . . . . . . . . . . . . . . Otay Water District Customer Survey 6/21/2023 True North Research, Inc. © 2023 Page 7 Q19 In the past 12 months, have you taken any actions to reduce your household’s use of water? 1 Yes 75% Ask Q20 2 No 18% Skip to Q21 98 Not Sure 6% Skip to Q21 99 Prefer not to answer 1% Skip to Q21 Q20 What specific actions have you taken to reduce your household’s 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.) 42% 2 Used water-efficient faucet and shower heads 54% 3 Fixed leaks 51% 4 Only run dishwasher/laundry when full 67% 5 Use a grey-water system 2% 6 Turn off faucet while brushing teeth 70% 7 Use less water when taking shower, hand washing dishes, etc. 63% Outside the Home 8 Watered plants/lawn between 6PM & 10AM 59% 9 Watered plants less/use drip system 49% 10 Adjusted sprinklers so they don’t run on driveway, sidewalks, waste water 45% 11 Washed car less often/Used water- efficient methods to wash car 54% 12 Didn’t hose down driveway/walkways 61% 13 Installed drought tolerant landscapes/plants 46% 14 Installed artificial grass/turf 23% 15 Other 5% 16 Collect, reuse water / Installed rain barrel 3% 17 Removed grass / lawn 2% 98 Not sure 0% 99 Prefer not to answer 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. © 2023 57Otay Water District . . . . . . . . . . . . . . . . Otay Water District Customer Survey 6/21/2023 True North Research, Inc. © 2023 Page 8 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 28% Skip to Q23 98 Not Sure 5% Skip to Q23 99 Prefer not to answer 3% Skip to Q23 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 55% Purchased water-efficient appliances 19% Installed drip system 14% Reduced grass, plants 11% Reduced water usage in general / Let grass die 10% Used water-efficient faucet and shower heads, toilets 6% Adjusted, changed irrigation system settings 4% Installed new sprinklers 4% Use less water when taking shower, hand washing dishes 3% Used rain barrels 2% Washed car less often / Used water-efficient methods to wash car 2% Planted drought tolerant plants 2% Changed pool usage, equipment 2% Not sure, cannot think of anything specific 2% Watered plants early morning or late afternoon 1% Installed tankless water heater 1% Collected, reused water (rain/shower) 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. © 2023 58Otay Water District . . . . . . . . . . . . . . . . Otay Water District Customer Survey 6/21/2023 True North Research, Inc. © 2023 Page 9 Section 7: Communications Q23 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? Get answer, then ask: Would that be very (satisfied/dissatisfied) or somewhat (satisfied/dissatisfied)? 1 Very satisfied 34% 2 Somewhat satisfied 48% 3 Somewhat dissatisfied 5% 4 Very dissatisfied 2% 98 Not sure 8% 99 Prefer not to answer 2% Q24 Do you recall receiving the Pipeline Customer Newsletter, which is mailed to your home or emailed quarterly? 1 Yes 49% Ask Q25 2 No 30% Skip to Q26 98 Not sure 20% Skip to Q26 99 Prefer not to answer 1% Skip to Q26 Q25 How often would you say that you read the Pipeline Customer 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 43% 3 Rarely 10% 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, 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. 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 41% 45% 10% 4% B Newsletters emailed to you/Electronic Newsletters 32% 45% 16% 6% C Social Media like Twitter, Facebook and Instagram 10% 28% 50% 12% D Otay Water District website 20% 49% 23% 7% E Newsletters mailed to your house 29% 50% 15% 6% F Information inserted into your water bill envelope 32% 33% 29% 6% Qu e s t i o n n a i r e & T o p l i n e s True North Research, Inc. © 2023 59Otay Water District . . . . . . . . . . . . . . . . Otay Water District Customer Survey 6/21/2023 True North Research, Inc. © 2023 Page 10 G Postcards mailed to your house 24% 43% 25% 7% H Notices hung on your front door handle 24% 37% 32% 7% I Sponsoring and attending community events 12% 41% 34% 13% J Text messages 26% 40% 28% 6% K Automated voice calls via telephone 12% 26% 53% 9% Q27 Are there any methods of communication I haven’t 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 83% Prefer not to answer 9% Emails 1% Texts 1% Newsletter / Letter, flyers 1% Phone call, cell phone services 1% TV / Radio commercials 1% Public forum / Meetings 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? 1 Male 48% 2 Female 48% 3 Non-binary 0% 99 Prefer not to answer 4% D2 In what year were you born? Year recoded into age groups shown below. 18 to 24 3% 25 to 34 3% 35 to 44 10% 45 to 54 12% 55 to 64 20% 65 or older 40% Prefer not to answer 14% Qu e s t i o n n a i r e & T o p l i n e s True North Research, Inc. © 2023 60Otay Water District . . . . . . . . . . . . . . . . Otay Water District Customer Survey 6/21/2023 True North Research, Inc. © 2023 Page 11 D3 How many people, including you, live in your household? 1 10% 2 34% 3 17% 4 15% 5 or more 13% Prefer not to answer 10% D4 Do you own or rent your current residence? 1 Own 86% 2 Rent 11% 3 Live with family / friends and don’t pay rent 0% 99 Prefer not to answer 2% D5 Does your household pay the water bill directly, or is it paid for by someone else like a landlord or Home Owner’s Association? 1 Household pays bill directly 97% 2 Someone else pays bill 0% 98 Not sure 0% 99 Prefer not to answer 3% D6 Which of the following best describes your current home? 1 Single family detached home 91% 2 Apartment 0% 3 Condominium or townhome 6% 4 Mobile home 0% 99 Prefer not to answer 3% Qu e s t i o n n a i r e & T o p l i n e s True North Research, Inc. © 2023 61Otay Water District . . . . . . . . . . . . . . . . Otay Water District Customer Survey 6/21/2023 True North Research, Inc. © 2023 Page 12 D7 What ethnic group do you consider yourself a part of or feel closest to? Read list if respondent hesitates 1 Caucasian/White 46% 2 Latino/Hispanic 19% 3 African-American/Black 4% 4 American Indian or Alaskan Native 0% 5 Asian -- Korean, Japanese, Chinese, Vietnamese, Filipino or other Asian 10% 6 Pacific Islander 1% 7 Mixed Heritage 4% 98 Other 2% 99 Prefer not to answer 13% 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 household’s total annual income before taxes. 1 Under $25,000 3% 2 $25,000 to $39,999 4% 3 $40,000 to $59,999 5% 4 $60,000 to $79,999 9% 5 $80,000 to $99,999 11% 6 $100,000 to $149,999 15% 7 $150,000 or more 19% 98 Not sure 1% 99 Prefer not to answer 32% Those are all of the questions that I have for you! Thanks so much for participating in this important survey! Post-Interview & Sample Items S1 Service address city 1 Chula Vista 64% 2 El Cajon 11% 3 Jamul 3% 4 Spring Valley 18% 5 Other 3% Qu e s t i o n n a i r e & T o p l i n e s True North Research, Inc. © 2023 62Otay Water District . . . . . . . . . . . . . . . . Otay Water District Customer Survey 6/21/2023 True North Research, Inc. © 2023 Page 13 S2 Account setup year 1 2022 4% 2 2021-20 8% 3 2019-18 7% 4 2017-16 7% 5 2015-14 6% 6 2013-04 19% 7 Before 2004 49% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 1Page 1 Q1 Satisfaction with services Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not toanswer 651 552 63 107 513 491 118 315 312 31748.7%31757.5%--4743.8%26150.9%23247.3%6857.7%15850.2%15449.5% 23436.0%23442.5%--3835.5%18335.6%18237.2%3630.5%11035.0%11035.1% 497.5%--4977.5%77.0%397.6%367.3%75.8%237.3%227.1% 142.2%--1422.5%109.3%40.8%112.3%32.4%82.4%72.1% 314.8%----44.1%234.5%255.1%43.2%134.2%175.6% 50.7%----00.3%30.5%40.8%00.4%30.9%20.6% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 2Page 2 Q1 Satisfaction with services Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not toanswer 19 28 36 57 75 97 123 561 75 1260.9%1348.5%2158.3%2747.2%4053.0%5455.9%6250.7%27749.3%3749.1% 315.2%1037.9%617.9%2441.9%2736.8%3738.4%4334.7%19835.2%3141.2% 210.9%15.0%39.2%00.8%22.9%33.6%107.8%437.6%56.1% 213.0%--13.3%23.3%11.2%11.3%21.8%122.1%33.5% --28.6%411.3%23.6%56.1%10.8%54.3%305.3%-- ------23.2%----10.6%30.5%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 3Page 3 Q1 Satisfaction with services Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not toanswer 26 52 46 44 38 125 320 593 38 1245.7%2546.9%2145.7%2557.2%1128.1%5846.6%16651.8%29950.4%1335.5% 1143.6%2242.3%1533.4%1535.2%2257.7%4334.4%10532.9%20835.0%1950.6% 13.5%35.2%510.0%11.2%512.4%1814.4%175.5%437.3%25.0% 15.8%11.4%35.7%01.0%11.8%32.6%51.5%132.2%00.7% 01.3%23.3%25.1%25.4%--21.7%227.0%284.6%38.1% --00.9%------00.2%41.3%30.5%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 4Page 4 Q1 Satisfaction with services Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not toanswer 142 137 37 326 34 62 76 131 260 8459.1%7554.5%1334.2%14143.4%1339.1%2845.5%2938.5%7758.4%14455.6% 4128.8%4633.5%1848.8%12939.5%1544.0%2439.3%3444.5%3728.0%8332.1% 106.9%75.4%37.8%278.3%410.4%610.1%67.8%107.5%134.8% 10.9%21.2%12.4%103.2%24.4%12.4%45.7%10.7%41.6% 64.3%75.4%36.8%154.7%12.1%22.7%33.5%75.5%145.4% ------30.9%--------10.5% Attachment D Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 5Page 5 Q1 Satisfaction with services Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not toanswer 64 224 113 99 85 300 126 26 66 4163.6%12053.8%5447.5%4242.5%3743.1%16555.2%6249.0%1557.3%2943.4% 1726.0%6830.3%4035.1%4646.5%3541.1%9631.9%4535.5%831.1%2943.6% 23.7%135.8%98.0%87.9%89.0%165.5%97.2%28.7%711.2% 10.8%52.2%43.4%22.4%22.0%41.4%64.6%---- 35.1%167.0%76.0%10.7%44.9%185.8%32.2%12.8%00.7% 00.7%21.0%------00.2%21.5%--11.2% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 6Page 6 Q1 Satisfaction with services Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not toanswer 48 419 74 23 115 20 1939.9%19045.5%4459.6%1461.1%6153.0%737.4% 1940.3%16339.0%2229.0%626.0%3832.7%629.7% 48.6%348.1%45.2%16.4%98.2%02.4% 11.6%92.2%11.9%12.3%10.5%212.1% 49.1%194.6%34.3%14.1%54.2%314.5% 00.6%20.6%----21.4%13.9% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 7Page 7 Q2 Reason for dissatisfaction with Water District's performance Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Rates, bills tooexpensive Water quality,taste, smell Customerservice issues Low waterpressure Excessivesalaries,pensions,compensation Inaccurate,incorrect billing High waterpressure Other (uniqueresponses) Not sure, noparticularreason 63 -63 17 43 47 10 31 29 3352.7%--3352.7%528.5%2864.7%2756.4%769.0%1446.9%1552.5% 2437.5%--2437.5%527.8%1943.9%1837.9%439.2%929.4%1344.7% 34.9%--34.9%317.7%--35.6%04.7%38.6%01.6% 12.3%--12.3%14.1%11.7%11.5%----15.0% 23.0%--23.0%--24.4%24.0%--26.2%-- 811.9%--811.9%316.2%25.6%48.3%112.7%412.5%412.7% 34.1%--34.1%315.0%--24.6%04.7%38.5%-- 35.1%--35.1%214.0%11.8%25.2%18.1%38.7%11.9% ------------------ Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 8Page 8 Q2 Reason for dissatisfaction with Water District's performance Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Rates, bills tooexpensive Water quality,taste, smell Customerservice issues Low waterpressure Excessivesalaries,pensions,compensation Inaccurate,incorrect billing High waterpressure Other (uniqueresponses) Not sure, noparticularreason 5 1 4 2 3 5 12 54 7 252.2%023.7%126.4%019.1%129.3%372.5%867.4%3157.2%232.8% 357.7%--130.5%--08.9%127.5%325.9%2037.8%119.1% --019.9%----014.6%--03.8%23.5%116.2% ------------16.1%12.7%-- --------------23.5%-- 06.6%156.5%243.1%----110.9%19.9%47.5%347.4% 09.9%------------34.8%-- ------280.9%----16.6%35.0%17.3% ------------------ Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 9Page 9 Q2 Reason for dissatisfaction with Water District's performance Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Rates, bills tooexpensive Water quality,taste, smell Customerservice issues Low waterpressure Excessivesalaries,pensions,compensation Inaccurate,incorrect billing High waterpressure Other (uniqueresponses) Not sure, noparticularreason 2 3 7 1 5 21 22 56 2 --121.6%110.0%--469.3%1463.8%1464.6%3155.0%2100.0% 129.6%115.7%226.3%154.8%114.2%942.7%1045.5%1934.9%287.5% 018.9%07.9%------02.1%28.6%35.5%-- ----------16.7%--12.6%-- ------------28.6%23.4%-- 137.7%263.5%230.8%045.2%----27.6%59.2%-- --------04.7%--210.6%34.7%-- 132.6%--------210.2%01.2%34.8%-- ------------------ Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 10Page 10 Q2 Reason for dissatisfaction with Water District's performance Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Rates, bills tooexpensive Water quality,taste, smell Customerservice issues Low waterpressure Excessivesalaries,pensions,compensation Inaccurate,incorrect billing High waterpressure Other (uniqueresponses) Not sure, noparticularreason 11 9 4 38 5 8 10 11 17 763.0%670.1%385.6%1744.7%05.4%562.6%221.0%656.6%1164.1% 547.3%446.8%376.3%1130.4%114.4%224.7%443.3%545.6%425.4% 04.1%03.0%--26.3%09.0%03.5%04.4%--211.4% ------13.8%----114.1%---- ------25.1%------217.8%-- --17.9%--513.0%364.7%19.8%--03.0%318.9% ------37.0%----04.4%--211.4% 17.1%02.8%--25.8%115.5%03.3%218.8%---- ------------------ Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 11Page 11 Q2 Reason for dissatisfaction with Water District's performance Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Rates, bills tooexpensive Water quality,taste, smell Customerservice issues Low waterpressure Excessivesalaries,pensions,compensation Inaccurate,incorrect billing High waterpressure Other (uniqueresponses) Not sure, noparticularreason 3 18 13 10 9 21 15 2 7 274.7%1056.6%643.9%658.5%553.2%1467.9%642.8%285.4%230.2% 08.8%530.1%970.2%216.5%224.4%626.9%643.4%014.6%118.3% ----214.9%02.7%04.9%02.2%214.7%---- ----15.6%--17.8%13.5%14.8%---- --210.7%--------212.9%---- --316.2%--114.7%18.2%14.1%03.0%--451.6% ----218.5%----02.2%212.9%---- --210.7%--17.7%--29.3%15.3%---- ------------------ Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 12Page 12 Q2 Reason for dissatisfaction with Water District's performance Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Rates, bills tooexpensive Water quality,taste, smell Customerservice issues Low waterpressure Excessivesalaries,pensions,compensation Inaccurate,incorrect billing High waterpressure Other (uniqueresponses) Not sure, noparticularreason 5 43 5 2 10 3 363.3%2558.2%233.3%126.2%443.2%256.0% 236.7%1636.3%233.3%160.7%551.4%-- --36.5%----02.7%-- ----127.2%------ --24.4%-------- 115.3%613.1%119.7%----128.8% --25.5%--013.1%---- --24.4%--013.1%02.7%127.2% ------------ Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 13Page 13 Q2 Reason for dissatisfaction with Water District's performance Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Prefer not t oanswer 63 -63 17 43 47 10 31 29 45.9%--45.9%210.5%24.4%23.9%--412.2%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 14Page 14 Q2 Reason for dissatisfaction with Water District's performance Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Prefer not t oanswer 5 1 4 2 3 5 12 54 7 --------261.9%--04.1%46.9%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 15Page 15 Q2 Reason for dissatisfaction with Water District's performance Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Prefer not t oanswer 2 3 7 1 5 21 22 56 2 ----232.9%--124.7%----46.7%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 16Page 16 Q2 Reason for dissatisfaction with Water District's performance Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Prefer not t oanswer 11 9 4 38 5 8 10 11 17 --05.3%--38.7%----218.8%112.6%02.9% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 17Page 17 Q2 Reason for dissatisfaction with Water District's performance Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Prefer not t oanswer 3 18 13 10 9 21 15 2 7 016.5%210.7%----114.6%02.3%212.9%---- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 18Page 18 Q2 Reason for dissatisfaction with Water District's performance Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Prefer not t oanswer 5 43 5 2 10 3 --24.4%----113.5%016.8% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 19Page 19 Q3a Provide high quality water Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 651 552 63 107 513 491 118 315 312 27141.6%26047.1%69.6%4642.9%21441.7%19940.6%5446.0%13843.7%12941.2% 23035.3%20436.9%1625.6%3431.4%18936.8%18337.4%3428.9%11636.8%10533.8% 578.8%478.5%1015.9%109.1%428.2%479.7%53.9%196.1%3110.1% 416.3%101.9%2640.4%1311.9%265.1%285.7%86.4%175.3%206.4% 467.0%305.4%58.6%54.5%397.7%265.3%1714.3%206.4%247.8% 71.1%10.2%--00.3%30.5%61.3%00.4%51.6%20.7% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 20Page 20 Q3a Provide high quality water Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 19 28 36 57 75 97 123 561 75 423.1%1346.6%1850.8%1627.4%3547.2%5152.2%5040.6%23141.2%3546.2% 948.0%724.5%823.5%3255.1%3039.9%3435.1%4939.9%20336.1%2330.8% 212.4%519.4%39.4%--34.4%87.8%86.7%488.5%911.8% 314.2%01.0%13.8%23.3%44.7%32.9%42.9%346.0%56.8% 02.4%28.6%412.5%610.9%33.8%22.0%129.9%417.3%34.5% ------23.2%------50.9%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 21Page 21 Q3a Provide high quality water Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 26 52 46 44 38 125 320 593 38 1454.5%2242.5%2247.2%1840.2%820.2%4535.7%14344.6%24841.8%1539.6% 832.1%1834.5%1022.5%1637.3%1846.8%4334.6%11536.1%21836.8%923.0% 15.3%59.3%510.6%25.2%820.7%1713.9%185.7%508.4%617.0% 14.6%35.5%59.9%12.3%12.7%1310.4%175.4%315.3%410.8% 13.5%47.4%59.9%715.1%38.7%65.1%206.2%416.9%38.6% --00.9%----00.8%00.2%61.9%50.8%00.9% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 22Page 22 Q3a Provide high quality water Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 142 137 37 326 34 62 76 131 260 7049.2%6245.5%1746.6%11535.2%1853.3%1930.0%2128.3%5844.4%12748.9% 4733.4%4734.2%1027.3%12438.2%1028.1%1727.2%3444.7%5139.1%8833.9% 96.6%139.2%--3510.8%25.3%1421.8%67.9%75.3%176.4% 128.2%53.8%39.0%206.3%12.9%69.5%912.4%75.1%62.5% 32.0%107.2%617.0%268.1%410.3%711.4%56.6%85.9%207.7% 10.5%----51.4%------00.2%10.6% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 23Page 23 Q3a Provide high quality water Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 64 224 113 99 85 300 126 26 66 3249.6%10446.4%4540.1%3333.7%3237.7%14347.8%4132.8%1141.4%2639.5% 2031.4%7433.0%3833.9%4747.8%3238.2%10033.2%5241.2%1349.2%2436.1% 58.2%177.4%97.6%1212.1%66.7%196.5%129.8%01.8%1015.1% 10.8%114.7%1311.8%44.3%33.7%134.3%86.5%14.8%12.0% 69.2%156.7%76.4%22.1%1113.4%237.7%86.7%12.8%57.3% 00.7%41.8%00.2%--00.4%10.5%43.0%---- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 24Page 24 Q3a Provide high quality water Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 48 419 74 23 115 20 2245.6%15236.3%3952.8%939.3%6051.8%1154.0% 1429.4%15537.1%2533.0%1042.6%3227.5%842.0% 12.4%4711.2%45.7%15.3%54.0%-- 816.2%296.9%11.4%27.6%98.0%-- 35.8%317.4%45.7%15.3%87.1%13.9% 00.6%41.0%11.4%--21.6%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 25Page 25 Q3b Ensure an adequate water supply now and in the future Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 651 552 63 107 513 491 118 315 312 25839.7%24544.5%914.2%4037.0%20540.0%19239.2%5143.7%13041.3%12339.5% 19730.2%17231.1%1929.9%3128.9%15630.5%15631.7%2722.6%8627.2%10333.0% 426.4%356.3%58.0%109.2%305.9%357.1%54.3%278.4%134.3% 121.8%20.3%813.1%76.5%50.9%102.0%21.8%72.2%51.5% 13520.7%9817.8%1828.7%1918.1%11121.7%9118.6%3227.6%6219.7%6420.5% 71.1%--46.0%00.3%51.0%71.4%--41.1%41.2% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 26Page 26 Q3b Ensure an adequate water supply now and in the future Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 19 28 36 57 75 97 123 561 75 633.7%1347.7%1746.3%1628.0%3749.9%5153.0%4838.9%22540.1%3040.3% 738.6%620.6%924.7%1932.9%2837.3%2222.3%3528.7%16329.0%2837.2% 17.1%--26.7%813.7%22.6%77.1%86.4%407.1%22.5% 01.3%01.0%01.3%23.3%----21.3%81.4%22.6% 419.2%830.7%721.0%1119.8%810.3%1717.7%2823.1%12021.4%1317.3% ------12.4%----21.6%50.9%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 27Page 27 Q3b Ensure an adequate water supply now and in the future Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 26 52 46 44 38 125 320 593 38 936.4%2446.0%1430.8%2352.9%1232.1%4234.0%13341.5%24040.5%1334.6% 1142.1%1425.8%1941.8%920.8%1334.3%4536.0%8626.8%18130.6%923.0% --36.2%37.1%25.4%411.1%96.8%206.3%386.4%410.1% 12.8%11.0%24.1%00.6%24.2%32.1%41.4%91.5%-- 518.7%1121.0%716.2%920.2%513.3%2620.8%7122.4%12020.2%1232.3% --------25.0%00.2%51.6%50.9%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 28Page 28 Q3b Ensure an adequate water supply now and in the future Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 142 137 37 326 34 62 76 131 260 6646.3%6748.6%1438.3%10632.5%1234.1%1727.7%3040.0%5945.1%12146.7% 3424.0%4331.2%821.9%11134.0%925.3%2236.0%2837.6%3829.0%6525.1% 74.7%21.3%513.8%288.7%515.1%46.4%11.6%86.0%186.9% 21.5%10.7%--92.6%01.3%23.5%45.7%32.3%10.4% 3122.1%2518.2%1026.0%6921.1%824.1%1423.2%1215.2%2317.7%5420.9% 21.3%----41.1%--23.1%------ Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 29Page 29 Q3b Ensure an adequate water supply now and in the future Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 64 224 113 99 85 300 126 26 66 2741.6%10044.7%3530.9%3737.3%3642.6%13745.6%4837.8%1142.8%2436.8% 1522.7%5424.3%4035.3%3737.9%3034.9%7826.1%4636.2%832.0%2842.4% 35.1%104.6%109.3%1010.2%66.9%134.3%1310.0%--79.8% 11.6%21.0%21.7%21.6%22.7%62.0%10.6%--00.7% 1929.0%5424.0%2622.8%1111.1%1112.9%6622.0%1612.4%517.7%710.2% --31.5%--21.9%----43.0%27.4%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 30Page 30 Q3b Ensure an adequate water supply now and in the future Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 48 419 74 23 115 20 1531.2%15637.2%3242.8%1043.4%5547.8%630.3% 1224.7%13732.8%2331.5%627.2%2320.0%733.9% 713.7%296.8%22.4%14.1%108.7%12.6% --71.6%--13.4%43.3%13.9% 1429.8%8520.3%1723.3%521.9%2218.8%629.2% 00.6%61.4%----21.4%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 31Page 31 Q3c Educate customers about ways to conserve water Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 651 552 63 107 513 491 118 315 312 21833.4%20437.0%1218.8%2725.5%18035.1%16333.3%4236.0%10633.6%10935.0% 26640.8%23141.8%1930.1%4542.1%20940.8%20742.2%3731.1%14144.7%11536.9% 558.5%417.5%1117.8%1311.9%397.7%489.8%53.8%226.8%288.9% 233.5%101.8%1219.0%98.4%112.2%153.0%76.3%165.0%72.1% 8112.5%6010.9%913.6%1110.3%6813.3%5110.3%2521.2%278.5%5015.9% 81.3%61.1%00.7%21.8%50.9%61.3%21.5%51.5%41.2% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 32Page 32 Q3c Educate customers about ways to conserve water Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 19 28 36 57 75 97 123 561 75 632.0%726.6%1543.2%1525.8%2635.1%4445.4%3629.2%19234.2%2432.6% 631.0%1553.0%925.3%2848.7%3343.7%3839.7%5545.0%23141.1%2837.8% 421.6%28.9%618.1%47.1%34.5%88.6%97.0%478.4%811.3% 313.7%12.0%13.3%59.1%23.2%10.8%32.3%183.2%56.2% 01.7%39.6%410.1%58.0%1013.0%55.0%2016.5%6712.0%912.2% ------11.3%00.6%00.5%--61.1%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 33Page 33 Q3c Educate customers about ways to conserve water Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 26 52 46 44 38 125 320 593 38 624.4%1733.2%2043.9%1226.4%1025.9%3326.7%11937.2%20033.7%1333.0% 1246.0%1630.3%1531.7%2351.4%1845.9%5846.6%12539.1%24741.7%1848.0% 28.1%611.4%510.4%48.4%513.9%119.0%227.0%528.7%37.4% 27.7%48.3%12.2%00.6%24.2%64.7%72.3%193.3%11.4% 413.9%916.8%36.3%613.1%410.1%1512.4%4112.7%6811.5%410.2% ----35.5%----10.6%51.6%71.1%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 34Page 34 Q3c Educate customers about ways to conserve water Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 142 137 37 326 34 62 76 131 260 7855.0%4734.6%821.9%7824.0%719.7%2234.9%2127.7%4131.2%10741.1% 5034.9%6245.5%1540.9%13842.3%1853.1%1727.9%3545.8%6650.0%9235.3% 53.2%64.1%38.8%4212.9%12.6%1015.4%911.6%64.3%218.1% 32.2%10.7%11.9%175.4%26.5%00.4%45.0%53.5%83.2% 74.6%2115.0%820.4%4614.1%514.0%1321.4%79.3%1410.7%2810.8% ----26.1%41.3%14.0%--00.6%00.3%41.5% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 35Page 35 Q3c Educate customers about ways to conserve water Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 64 224 113 99 85 300 126 26 66 2437.2%9441.9%3834.0%2424.6%2023.4%11638.8%4938.5%725.5%2029.5% 2538.4%8538.1%5044.5%4748.0%3945.6%12040.0%4938.5%1245.5%2944.2% 23.4%146.3%97.6%1111.4%1113.1%124.1%1511.6%27.4%710.7% 22.5%73.1%22.1%33.2%67.3%113.7%75.2%--00.7% 1015.6%2310.3%119.6%1111.4%910.7%3812.6%43.0%621.6%912.9% 23.0%00.2%32.2%11.4%--20.6%43.3%--12.0% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 36Page 36 Q3c Educate customers about ways to conserve water Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 48 419 74 23 115 20 1020.1%13231.6%2736.6%1042.3%4236.2%735.4% 2347.5%18444.0%3040.3%520.0%4135.3%632.6% 714.4%368.7%68.6%313.6%75.6%314.7% 23.7%133.1%--12.3%76.4%27.9% 612.2%4811.5%1013.5%521.9%1613.9%29.4% 12.1%51.1%11.0%--32.6%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 37Page 37 Q3d Keep water system in good condition through timely repairs and maintenance Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 651 552 63 107 513 491 118 315 312 28243.3%27149.2%58.4%4037.0%23145.2%21343.5%5748.1%14846.9%13041.6% 20030.7%16830.4%2437.8%3633.8%15530.2%15331.2%2723.3%9429.8%9530.4% 365.5%223.9%1015.3%108.9%204.0%316.3%43.6%185.8%155.0% 121.8%30.5%813.4%76.7%40.8%102.1%10.7%41.4%72.2% 11617.8%8615.5%1524.3%1210.7%10019.6%7715.8%2824.1%4915.6%6019.4% 61.0%20.4%00.7%32.9%10.3%61.2%00.2%20.6%51.5% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 38Page 38 Q3d Keep water system in good condition through timely repairs and maintenance Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 19 28 36 57 75 97 123 561 75 630.7%1346.0%1746.6%1932.8%3547.0%5657.7%5444.0%24844.2%3039.6% 734.9%621.9%823.8%1933.8%2331.4%2424.9%3326.9%17631.3%2127.9% 211.4%27.9%12.8%23.8%67.7%22.1%86.8%325.6%45.5% 211.4%01.0%00.8%35.7%00.4%00.3%00.4%91.7%22.6% 211.6%623.1%926.0%1221.5%1013.5%1212.9%2721.8%9216.4%1824.3% ------12.4%--22.0%00.2%40.8%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 39Page 39 Q3d Keep water system in good condition through timely repairs and maintenance Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 26 52 46 44 38 125 320 593 38 831.8%2242.1%2042.3%2352.2%1435.9%4636.6%15046.9%25943.7%1538.5% 1041.0%612.0%920.4%1432.6%1232.1%4939.0%9830.7%18731.5%1026.2% 12.8%59.3%817.8%00.6%614.7%53.9%113.5%315.2%410.8% 01.8%11.0%24.1%11.2%13.5%32.3%41.2%101.7%-- 521.5%1935.5%715.3%613.3%513.8%2016.3%5316.6%10217.2%924.5% 01.1%--------21.9%41.2%40.7%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 40Page 40 Q3d Keep water system in good condition through timely repairs and maintenance Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 142 137 37 326 34 62 76 131 260 7854.7%6647.9%1130.2%12237.3%1133.5%2439.5%2735.3%6852.1%12949.7% 4128.8%4331.3%925.4%10632.4%925.4%1726.8%2837.4%4534.2%6625.5% 64.6%75.1%00.7%226.7%26.9%913.9%67.5%53.9%72.8% 31.8%00.2%11.9%82.4%01.3%23.5%45.5%10.4%20.8% 1410.1%2115.4%1436.6%6720.4%1132.1%1016.3%1114.3%107.8%5521.3% ----25.1%30.8%00.8%----21.5%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 41Page 41 Q3d Keep water system in good condition through timely repairs and maintenance Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 64 224 113 99 85 300 126 26 66 2742.5%10948.7%4742.2%3939.7%3541.8%13946.6%5341.7%1037.5%3552.3% 2234.8%5725.5%3430.5%3333.2%3338.6%9531.7%3931.1%1141.3%2131.1% 10.8%114.8%65.6%1413.7%11.6%72.2%118.8%01.1%45.8% 00.5%41.8%21.9%11.3%22.1%20.7%53.9%12.3%-- 1421.4%4118.5%2017.7%1211.7%1315.3%5618.6%1613.0%517.7%710.2% --10.6%22.1%00.3%00.5%00.1%21.5%--00.7% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 42Page 42 Q3d Keep water system in good condition through timely repairs and maintenance Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 48 419 74 23 115 20 2143.2%16840.2%4053.2%1252.8%5548.0%735.6% 1020.7%14234.0%1925.8%521.9%2320.0%1049.7% 510.0%245.8%33.9%16.4%76.1%-- 24.3%71.7%10.9%12.3%32.8%-- 917.9%7217.2%1216.2%416.6%2521.6%314.7% 24.0%51.1%----21.4%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 43Page 43 Q3e Provide reliable water service Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 651 552 63 107 513 491 118 315 312 39760.9%37367.7%1319.9%5652.2%32563.4%29259.5%7967.3%20163.7%18860.3% 20631.6%15427.8%3759.0%3734.1%15931.0%15832.2%3227.2%10131.9%9129.3% 142.1%91.7%22.7%54.8%81.5%132.6%10.4%20.6%103.1% 50.7%20.3%35.0%43.9%00.1%40.8%00.4%30.9%20.5% 284.3%142.6%813.4%54.7%214.1%224.4%64.7%92.8%196.1% 20.3%----00.3%--20.4%--00.1%20.6% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 44Page 44 Q3e Provide reliable water service Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 19 28 36 57 75 97 123 561 75 946.8%1553.0%2467.1%2645.1%5370.6%6769.4%8468.2%34561.5%4661.3% 1050.2%828.6%924.2%2747.4%1823.8%2727.6%3427.5%17631.4%2431.8% --12.9%12.5%11.3%00.6%22.5%21.8%112.0%23.2% 01.3%--00.8%23.3%11.0%----30.6%22.0% 01.6%415.6%25.4%22.8%34.0%00.5%32.6%254.5%11.6% ------------------ Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 45Page 45 Q3e Provide reliable water service Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 26 52 46 44 38 125 320 593 38 1664.4%3668.3%2248.4%3169.3%1744.4%7157.1%20363.6%36261.0%2565.0% 831.0%1223.6%1431.0%1227.4%2051.4%3628.7%10432.4%18931.9%1026.9% 01.0%11.0%511.0%----64.6%20.6%142.3%-- 01.8%11.4%--11.2%--22.0%10.2%30.5%-- 01.8%35.7%49.6%12.1%24.2%97.5%82.6%254.2%38.1% ----------00.2%20.6%00.0%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 46Page 46 Q3e Provide reliable water service Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 142 137 37 326 34 62 76 131 260 9868.9%9065.3%2258.4%18255.7%2263.2%2946.7%4762.7%8564.4%17467.1% 3524.9%4431.9%1233.3%11434.9%1132.9%3049.1%1823.4%4231.9%6926.7% 43.0%11.0%25.1%61.8%--11.3%45.4%21.5%31.1% 00.2%00.2%00.7%41.1%01.3%00.4%23.1%10.4%00.1% 43.0%21.6%12.4%216.4%12.6%22.5%45.3%21.8%135.0% ------00.1%---------- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 47Page 47 Q3e Provide reliable water service Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 64 224 113 99 85 300 126 26 66 4570.9%15368.2%6154.4%5151.5%5159.7%20267.5%7256.7%1972.2%4060.8% 1522.7%5825.7%4136.2%4343.1%2630.9%8026.9%4434.5%625.0%2029.4% 00.4%31.4%65.1%22.5%22.2%41.4%11.1%--23.6% --31.2%00.2%00.3%00.5%20.6%10.6%12.8%-- 46.0%83.5%54.1%32.6%66.7%113.6%75.5%--46.2% ------------21.5%---- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 48Page 48 Q3e Provide reliable water service Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 48 419 74 23 115 20 2858.2%24358.0%5168.6%1565.3%7766.4%1158.0% 1734.6%14033.3%2027.2%731.3%3127.3%737.8% 24.5%112.7%--01.1%11.2%12.6% --30.7%--12.3%11.2%-- 12.1%204.8%34.2%--43.8%01.5% 00.6%20.5%----00.2%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 49Page 49 Q3f Communicate with customers about scheduled repairs, service disruptions, other water-related iss Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 651 552 63 107 513 491 118 315 312 24437.5%23342.2%914.7%3936.6%19337.7%18638.0%4941.3%11937.7%12038.6% 22033.8%18233.0%2742.4%4037.6%17133.4%16533.6%3429.0%10934.6%9931.7% 375.7%285.0%711.8%76.9%244.7%346.9%00.3%247.5%134.3% 142.2%51.0%813.2%65.6%81.5%102.1%43.0%62.0%82.5% 13019.9%10218.5%1117.5%1413.0%11221.9%9018.2%3025.7%5417.2%6821.9% 60.9%20.4%00.4%00.3%40.8%51.1%10.6%31.0%30.9% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 50Page 50 Q3f Communicate with customers about scheduled repairs, service disruptions, other water-related iss Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 19 28 36 57 75 97 123 561 75 629.2%1037.2%1645.5%1831.2%2533.8%5051.2%4838.7%21037.5%2938.2% 524.9%932.7%925.4%2237.6%3546.7%2121.4%4536.8%19033.8%2635.2% 210.0%413.9%514.0%47.4%56.1%87.9%43.2%315.5%67.8% 12.9%----23.3%00.6%21.7%43.2%122.2%22.7% 631.4%416.2%515.2%1017.3%1012.8%1717.9%2217.5%11420.3%1215.7% 01.4%----23.2%----10.6%40.7%00.4% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 51Page 51 Q3f Communicate with customers about scheduled repairs, service disruptions, other water-related iss Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 26 52 46 44 38 125 320 593 38 1040.0%2242.3%1430.0%2556.3%1026.1%4334.0%12037.7%22337.6%1334.6% 933.8%1120.8%2246.9%1228.1%1640.8%4233.3%10934.2%20534.6%1231.2% 12.8%24.5%612.4%--26.2%129.8%144.3%325.4%36.9% 13.5%35.9%----25.6%32.7%51.4%111.8%25.0% 519.9%1426.5%510.0%715.6%821.2%2520.2%6620.6%11819.9%821.5% ----00.6%------61.8%40.7%00.7% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 52Page 52 Q3f Communicate with customers about scheduled repairs, service disruptions, other water-related iss Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 142 137 37 326 34 62 76 131 260 6847.9%5339.0%1335.8%10331.6%1234.9%2336.9%2329.8%5542.0%11544.4% 4430.9%5540.0%718.4%11435.0%1440.3%1829.7%2330.9%6146.8%6424.5% 64.3%42.7%37.1%257.6%01.3%68.9%45.5%75.5%166.1% 42.9%21.5%--82.4%12.6%35.5%57.2%--00.2% 2014.1%2216.2%1437.5%7422.6%720.1%1219.1%2026.6%75.7%6223.8% --10.5%01.2%30.9%00.8%------31.0% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 53Page 53 Q3f Communicate with customers about scheduled repairs, service disruptions, other water-related iss Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 64 224 113 99 85 300 126 26 66 2031.5%9944.3%4338.3%3333.7%2630.8%12842.6%4636.4%831.4%2131.6% 1624.6%6127.4%3934.4%4242.1%3744.1%8729.1%4435.2%1247.1%3044.5% 57.1%114.9%86.8%76.7%56.0%103.5%75.7%310.3%811.4% --62.9%10.6%21.8%44.2%41.2%43.2%---- 2336.3%4319.4%2118.7%1515.6%1314.9%7023.5%2116.7%311.3%812.5% 00.4%31.1%11.2%----00.2%42.8%---- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 54Page 54 Q3f Communicate with customers about scheduled repairs, service disruptions, other water-related iss Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 48 419 74 23 115 20 1632.9%14835.3%3243.1%1146.4%4741.0%632.1% 2142.6%15035.7%1925.3%732.4%3631.3%841.8% 48.9%276.3%57.2%12.3%54.0%-- 12.1%102.4%11.0%12.3%21.9%14.0% 612.0%8319.7%1722.5%416.6%2219.3%422.2% 11.5%20.6%11.0%--32.6%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 55Page 55 Q3g Provide water that is safe to drink Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 651 552 63 107 513 491 118 315 312 31047.7%29553.5%812.7%4340.6%25950.5%22445.7%6958.5%17154.2%13443.1% 20932.1%18233.0%1421.4%4037.2%16131.3%16834.3%2723.2%9831.0%10032.2% 487.4%325.8%1219.2%65.4%366.9%387.7%43.5%154.6%288.9% 385.8%142.5%2335.9%109.7%234.5%306.1%54.2%175.3%196.0% 426.4%285.1%710.9%76.9%336.5%275.4%1310.7%134.2%299.2% 40.6%00.1%--00.3%10.3%40.7%--20.6%20.6% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 56Page 56 Q3g Provide water that is safe to drink Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 19 28 36 57 75 97 123 561 75 524.9%1553.1%1748.8%1730.2%4054.0%5658.3%7056.9%27649.1%3242.7% 734.4%518.6%1130.5%2748.0%2735.5%2727.7%3730.4%18232.4%2432.1% 01.7%39.1%49.9%47.0%34.1%77.1%65.0%407.1%810.7% 525.1%01.0%38.8%23.3%34.5%32.9%32.3%295.2%78.8% 313.8%518.2%12.0%59.0%11.8%44.0%75.4%335.8%45.6% ------12.4%------20.3%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 57Page 57 Q3g Provide water that is safe to drink Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 26 52 46 44 38 125 320 593 38 1351.6%2649.1%2042.9%2454.0%1949.5%5140.7%15849.5%28848.6%1744.6% 1039.5%1427.3%1328.6%1432.8%1024.8%3326.0%11536.0%19733.2%922.6% 13.0%59.8%35.4%12.1%13.5%2318.0%154.6%416.9%37.8% 13.0%23.8%715.4%11.9%718.8%86.6%123.6%284.7%616.3% 12.8%510.0%47.7%49.3%12.6%118.4%175.3%386.3%37.8% --------00.8%00.2%31.0%20.3%00.9% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 58Page 58 Q3g Provide water that is safe to drink Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 142 137 37 326 34 62 76 131 260 7955.5%7152.1%2360.9%13541.5%1956.0%2744.3%3343.4%6347.8%14455.4% 4128.7%4432.1%513.1%11936.5%925.2%1930.5%2330.1%4836.3%8432.3% 96.0%85.5%37.1%257.8%26.9%812.4%56.8%86.2%114.4% 64.4%64.3%24.6%247.2%12.1%69.3%78.7%86.1%41.4% 85.4%86.0%514.3%216.4%39.8%23.5%811.0%43.3%176.4% ------20.6%------00.2%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 59Page 59 Q3g Provide water that is safe to drink Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 64 224 113 99 85 300 126 26 66 3961.1%12556.0%5144.9%4646.1%3035.9%17759.0%4132.1%1040.3%2842.3% 1726.2%7031.1%3531.1%3535.0%3541.4%8728.9%5140.1%1348.9%2029.8% 34.5%125.3%119.4%88.4%66.9%144.6%129.6%13.9%1015.2% --104.3%97.7%66.4%45.2%72.3%1411.1%14.1%23.6% 58.2%62.7%86.8%44.1%910.2%155.1%75.5%12.8%69.0% --10.6%----00.4%00.1%21.5%---- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 60Page 60 Q3g Provide water that is safe to drink Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 48 419 74 23 115 20 2959.2%18143.3%4256.7%1150.6%6354.8%1261.9% 816.9%14133.8%2229.7%833.6%3127.0%734.1% 36.4%399.3%56.2%14.1%43.1%-- 612.2%286.8%11.8%16.4%75.7%-- 24.7%276.4%45.2%15.3%98.0%13.9% 00.6%20.5%00.4%--21.4%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 61Page 61 Q3h Provide water that is free of color and odor Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 651 552 63 107 513 491 118 315 312 33851.9%31957.8%813.3%5248.5%27754.0%25251.4%7160.2%18057.0%15449.3% 22134.0%18433.4%2336.5%3431.8%17434.0%16633.7%3731.4%9831.1%11035.2% 487.4%356.3%1319.9%87.9%377.2%397.9%43.7%227.0%227.2% 243.7%50.9%1626.1%66.0%142.7%183.7%43.1%103.3%123.8% 162.4%81.4%23.5%54.5%112.1%132.6%21.6%41.2%123.8% 30.5%10.1%00.7%11.3%--30.6%--10.3%20.8% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 62Page 62 Q3h Provide water that is free of color and odor Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 19 28 36 57 75 97 123 561 75 738.2%1450.2%2056.4%2136.8%4864.6%6567.1%7056.7%30253.8%3343.6% 839.7%1138.2%822.5%3255.4%1824.1%2323.6%4436.1%18633.1%3140.7% 13.8%13.0%39.1%12.4%44.8%88.4%75.6%407.2%78.9% 212.8%--26.6%23.3%56.1%10.9%11.0%183.2%45.8% 15.5%28.6%25.4%00.8%00.4%--10.6%142.5%11.0% ------11.3%------10.2%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 63Page 63 Q3h Provide water that is free of color and odor Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 26 52 46 44 38 125 320 593 38 1559.1%3158.8%2145.2%2762.3%1230.5%5443.1%17855.8%31152.4%2361.9% 832.5%1529.2%1429.5%1430.7%1436.8%4838.7%10833.8%21035.4%513.0% 26.6%34.8%48.7%24.3%719.5%1411.3%175.3%427.0%38.1% 01.8%36.6%35.7%00.6%37.0%54.4%92.9%162.8%410.8% --00.6%49.3%12.1%26.2%32.0%51.7%132.2%26.2% ----11.6%----10.6%20.6%10.2%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 64Page 64 Q3h Provide water that is free of color and odor Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 142 137 37 326 34 62 76 131 260 9466.5%6547.7%2567.1%14945.8%1954.1%2744.4%3648.2%6952.3%15961.1% 3222.7%5237.9%820.7%12738.9%1339.3%2539.6%2937.8%4836.7%7127.5% 53.2%139.4%37.1%288.7%13.6%711.3%22.2%86.3%155.6% 64.2%64.3%11.9%113.5%12.9%34.2%67.8%42.7%62.2% 53.4%10.7%13.1%92.7%--00.5%34.2%32.0%93.3% ------10.4%--------10.3% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 65Page 65 Q3h Provide water that is free of color and odor Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 64 224 113 99 85 300 126 26 66 4265.7%13660.8%5448.2%4343.2%3945.9%17458.2%6148.1%1559.1%2944.2% 1828.0%6127.3%3834.1%4040.2%3946.5%9431.2%4636.8%1037.8%2943.1% 10.9%146.2%108.5%1313.1%33.7%186.0%97.0%01.8%68.5% 00.4%94.0%54.4%32.7%22.7%51.8%75.9%01.3%-- 34.9%41.7%54.2%10.8%10.7%82.8%10.7%--34.2% ----10.6%--00.5%--21.5%---- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 66Page 66 Q3h Provide water that is free of color and odor Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 48 419 74 23 115 20 2961.1%20348.5%4762.8%1148.7%6657.2%1157.8% 714.8%15436.8%1925.7%940.7%3227.8%632.6% 49.2%296.9%45.3%29.4%1210.6%16.6% 612.2%184.2%22.4%01.1%54.0%-- 00.6%133.0%22.8%--00.2%13.1% 12.1%20.6%11.0%--00.2%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 67Page 67 Q3i Provide sufficient water pressure Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 651 552 63 107 513 491 118 315 312 34653.1%31456.9%1930.7%4441.3%28856.2%24950.7%7765.3%18959.8%15148.5% 21032.2%17732.2%2235.0%3330.9%16432.1%16533.7%3126.1%8928.1%10834.7% 436.7%346.2%914.1%87.6%356.9%357.1%43.5%206.2%216.7% 345.1%183.3%1218.2%1715.4%152.9%295.9%43.0%134.2%185.8% 152.3%61.2%11.9%43.7%91.8%102.0%32.2%41.2%113.7% 40.6%10.3%--10.9%10.1%30.7%--20.5%20.6% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 68Page 68 Q3i Provide sufficient water pressure Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 19 28 36 57 75 97 123 561 75 1052.1%1451.7%2260.6%2442.6%4358.3%6466.3%6855.3%30454.2%3546.2% 631.2%726.3%1028.4%2646.1%2533.8%2526.3%3831.0%17230.7%3343.9% 313.8%312.4%411.0%23.8%56.9%43.8%86.4%397.0%45.4% 01.3%01.0%--23.8%00.6%33.3%43.3%315.5%23.1% 01.6%28.6%--12.4%00.4%00.3%54.0%142.4%11.4% ------11.3%------10.3%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 69Page 69 Q3i Provide sufficient water pressure Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 26 52 46 44 38 125 320 593 38 1559.3%3159.9%2451.6%2659.3%1744.8%6249.9%17053.1%31653.2%2155.2% 831.5%1528.4%1124.0%1534.4%1538.3%3830.7%10733.6%18931.9%1436.6% 12.8%23.4%715.7%23.7%01.2%118.7%216.5%437.2%11.9% 01.8%46.9%25.1%--513.3%118.4%113.6%315.3%-- 14.6%11.4%12.0%12.7%12.4%32.1%82.4%122.1%26.2% ----11.6%----00.2%30.8%20.3%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 70Page 70 Q3i Provide sufficient water pressure Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 142 137 37 326 34 62 76 131 260 8560.2%7756.5%2260.0%15547.4%1956.4%2743.2%4053.2%6549.6%16161.9% 3826.9%4835.1%820.5%11635.5%1233.7%1931.1%2127.8%4735.8%7328.2% 75.1%64.1%36.9%288.6%26.4%914.8%34.2%1410.9%103.9% 106.9%21.6%38.3%175.4%12.6%57.3%912.0%53.7%72.7% 10.4%42.7%24.3%92.9%00.8%23.6%22.8%--72.9% 10.5%----10.3%--------10.6% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 71Page 71 Q3i Provide sufficient water pressure Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 64 224 113 99 85 300 126 26 66 4265.5%13057.9%5246.3%5252.4%3844.6%18160.5%6047.4%1455.0%3146.6% 1827.5%5524.6%4439.1%3333.5%3743.6%8227.2%4233.6%1141.1%2740.9% 12.2%188.1%65.5%87.6%77.8%175.7%108.1%--68.9% 11.1%136.0%76.4%54.6%21.9%123.9%86.0%12.8%22.9% 23.7%73.0%22.0%21.8%22.1%72.5%43.5%01.1%00.7% --10.3%10.6%----10.2%21.5%---- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 72Page 72 Q3i Provide sufficient water pressure Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 48 419 74 23 115 20 2450.3%21050.1%4257.0%1355.9%7060.9%1052.7% 1327.8%14534.6%2128.6%730.2%2924.9%839.2% 24.9%286.6%44.8%210.6%98.0%12.6% 613.4%245.7%56.2%13.4%43.8%-- 11.6%112.6%11.4%--22.1%15.5% 12.1%20.5%11.9%--00.2%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 73Page 73 Q3j Offer good value for the cost of water services Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 651 552 63 107 513 491 118 315 312 14221.8%14125.5%--2019.0%11722.8%9519.4%3832.0%6721.1%7423.6% 22534.5%21038.1%914.9%3734.6%18135.4%17034.7%4235.8%11636.7%10132.5% 14422.1%12021.8%1219.1%1716.2%11722.8%12224.9%1512.8%6821.4%6821.9% 8813.6%386.9%4165.2%2624.1%5410.6%6813.9%1411.5%3812.1%4614.6% 487.4%397.1%10.9%65.9%418.1%326.6%86.8%268.1%216.7% 40.6%40.6%--00.3%20.3%20.4%11.2%20.5%20.7% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 74Page 74 Q3j Offer good value for the cost of water services Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 19 28 36 57 75 97 123 561 75 523.6%519.5%1130.2%1118.7%2229.8%2020.5%2620.7%11921.2%2127.5% 420.2%827.9%925.7%2035.6%2533.4%4142.3%4939.8%19835.3%2431.4% 210.0%415.2%924.9%1526.9%1519.8%2425.1%2621.1%12221.7%1723.1% 843.8%311.5%38.1%610.3%810.3%33.1%1511.8%7312.9%1216.0% 02.4%725.8%411.0%58.6%56.7%99.0%65.1%468.2%22.1% ------------21.6%40.6%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 75Page 75 Q3j Offer good value for the cost of water services Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 26 52 46 44 38 125 320 593 38 416.7%1731.8%1022.6%1021.8%820.1%2520.0%6821.3%13322.4%411.1% 934.3%1529.1%1838.8%1637.3%1230.9%3427.1%12137.7%20734.8%1437.9% 624.0%1222.7%714.9%1022.7%1128.7%3729.8%6119.1%13022.0%1129.2% 416.2%815.4%919.3%24.3%513.2%1814.6%4213.2%7612.7%411.7% 28.9%11.0%11.5%613.9%12.0%108.3%288.6%447.3%410.2% ----12.9%--25.0%00.2%00.1%40.6%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 76Page 76 Q3j Offer good value for the cost of water services Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 142 137 37 326 34 62 76 131 260 3726.2%2820.4%616.5%6620.4%926.8%1523.5%1216.1%3526.5%5822.2% 5639.3%5439.3%1129.9%10431.9%824.8%1523.7%3241.7%4433.2%9637.0% 2819.7%3324.3%717.8%7623.2%823.7%1523.5%1722.9%3224.3%5119.8% 1611.3%107.4%821.1%5015.4%411.7%1524.1%1316.9%129.2%269.9% 53.4%128.7%411.1%278.4%39.0%35.2%22.5%75.4%2810.9% ----13.6%20.8%14.0%----21.5%00.1% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 77Page 77 Q3j Offer good value for the cost of water services Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 64 224 113 99 85 300 126 26 66 1421.1%5223.3%1815.9%2929.2%1618.4%8026.7%2116.6%26.7%1421.1% 2741.6%7232.2%4842.4%2424.6%3237.3%9431.5%4535.4%1766.9%2233.0% 58.3%5022.2%2723.8%2525.8%2023.3%5919.7%3124.8%413.7%1928.1% 69.8%3415.2%1110.1%1414.4%1012.3%3611.9%2318.5%311.5%69.3% 1219.2%167.1%97.6%32.7%78.6%3110.2%43.2%01.1%46.4% ----00.2%33.3%----21.5%--12.0% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 78Page 78 Q3j Offer good value for the cost of water services Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 48 419 74 23 115 20 815.9%7818.7%1216.2%730.6%4236.0%314.9% 2041.5%14634.9%3141.6%941.9%3227.8%631.1% 1326.8%10023.9%1620.9%314.7%2017.6%524.8% 48.9%6214.9%1012.8%311.7%108.9%317.3% 36.4%307.2%68.5%01.1%98.0%211.9% 00.6%20.5%----21.6%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 79Page 79 Q3k Provide good customer service Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 651 552 63 107 513 491 118 315 312 27842.7%26447.8%1116.9%4239.4%22443.7%20541.8%5345.2%13843.7%13643.7% 20331.2%17531.6%2235.0%4239.4%15329.8%15932.5%2924.8%9931.5%9028.9% 314.7%132.4%1218.5%87.9%183.5%255.2%32.5%196.0%123.8% 111.7%20.3%811.9%76.9%30.6%102.0%10.7%61.8%51.6% 12018.4%9617.5%913.6%65.4%10921.2%8316.8%3126.6%5015.9%6320.2% 91.4%20.4%34.2%10.9%61.2%81.7%00.2%31.1%61.8% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 80Page 80 Q3k Provide good customer service Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 19 28 36 57 75 97 123 561 75 630.7%1345.7%1746.4%1934.0%3749.6%4748.3%5443.5%24142.8%3445.1% 423.5%931.3%720.5%2441.6%2634.5%3334.3%3629.4%17731.6%2127.5% 423.0%14.8%515.3%24.1%45.1%22.3%21.4%274.8%44.8% 01.3%01.0%24.7%23.3%11.3%00.5%10.7%81.5%23.3% 420.0%517.2%513.1%814.5%79.6%1414.7%2923.5%10118.1%1418.9% 01.4%----12.4%----21.4%61.2%00.4% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 81Page 81 Q3k Provide good customer service Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 26 52 46 44 38 125 320 593 38 1144.2%3159.5%2144.7%2250.4%923.1%4233.7%14144.3%25342.6%1744.3% 728.5%916.6%919.0%1023.5%2257.2%5544.1%9128.5%18831.8%1231.7% 12.8%24.2%918.9%25.0%12.7%43.4%123.7%305.1%00.7% 13.5%11.0%24.1%----54.0%30.8%101.7%-- 521.0%1018.7%612.1%921.1%616.9%1612.8%6721.0%10517.7%922.6% ----11.2%----32.1%61.8%71.1%00.7% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 82Page 82 Q3k Provide good customer service Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 142 137 37 326 34 62 76 131 260 7553.0%6144.7%1128.2%12538.2%1339.1%2641.3%2431.9%5844.4%13050.0% 3625.2%4935.8%1130.5%10632.6%1131.5%2337.3%2634.9%4232.0%7127.3% 64.0%53.5%00.7%206.2%--34.7%79.7%54.1%134.9% 43.0%00.2%01.2%61.8%12.6%23.5%56.3%21.3%00.2% 2014.3%2115.3%1539.4%6419.5%926.0%812.7%1317.3%2418.2%4115.9% 10.5%10.5%--61.7%00.8%00.4%----41.7% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 83Page 83 Q3k Provide good customer service Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 64 224 113 99 85 300 126 26 66 2640.6%11049.0%4943.2%3939.9%3237.6%13545.2%5745.4%1040.7%2842.1% 2133.4%5022.1%4035.3%3636.4%3541.0%8729.1%4032.0%933.4%2537.9% 10.8%208.9%54.0%21.8%44.2%134.2%118.5%--23.6% --41.9%22.1%22.1%11.5%51.6%32.6%--12.0% 1421.8%3716.4%1714.9%2019.8%1315.2%5719.1%129.8%725.9%812.8% 23.4%41.6%10.5%--00.5%30.9%21.7%--11.6% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 84Page 84 Q3k Provide good customer service Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 48 419 74 23 115 20 1836.5%16339.0%3648.0%1147.6%5951.6%943.5% 1836.4%14735.1%2128.1%524.1%2320.2%632.8% 36.1%235.6%68.6%01.1%10.5%01.5% 00.9%81.9%00.4%01.1%21.6%02.4% 918.0%7317.5%1012.9%626.0%2824.0%315.8% 12.1%41.0%11.9%--22.1%13.9% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 85Page 85 Q3l Provide rebate programs that encourage customers to purchase water-efficient appliances and devi Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 651 552 63 107 513 491 118 315 312 12318.8%11921.6%34.3%1413.5%10119.7%9519.3%2218.6%5517.6%6621.3% 16425.2%14826.8%1421.5%2927.3%13426.1%13427.3%2017.2%9128.8%6922.3% 9314.3%7313.2%1117.7%1716.1%7113.8%7515.3%1310.8%4213.4%4514.5% 436.6%234.2%1727.6%1917.4%203.8%357.1%75.9%288.9%123.8% 21232.5%17732.2%1828.2%2422.6%17934.9%13928.3%5345.3%9028.6%11135.7% 162.5%112.0%00.7%33.0%91.7%132.7%32.2%92.8%72.3% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 86Page 86 Q3l Provide rebate programs that encourage customers to purchase water-efficient appliances and devi Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 19 28 36 57 75 97 123 561 75 211.0%725.0%720.1%69.9%1419.1%2727.4%2016.1%10418.4%1924.6% 210.5%516.4%924.4%2239.0%2533.0%2727.9%3024.7%14125.2%1924.9% 523.8%519.7%823.5%916.3%1418.2%99.0%1512.1%8515.2%79.0% 313.7%15.2%25.5%46.2%57.0%21.6%86.4%356.3%810.5% 841.0%932.7%617.0%1525.4%1722.4%3333.7%4839.2%18432.7%2229.0% --01.0%39.6%23.2%00.4%00.5%21.6%122.2%22.0% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 87Page 87 Q3l Provide rebate programs that encourage customers to purchase water-efficient appliances and devi Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 26 52 46 44 38 125 320 593 38 519.5%814.3%919.2%818.5%718.9%1512.3%7022.0%11419.2%411.2% 519.3%713.2%1022.7%1328.6%717.6%4334.4%8024.9%15826.6%718.0% 28.4%1120.3%1531.5%715.1%25.4%2116.9%3611.4%9215.6%01.2% 416.2%35.3%12.7%00.6%1025.3%86.5%175.3%305.1%822.1% 934.8%2446.0%919.4%1432.9%1027.0%3628.9%10934.1%18831.7%1640.9% 01.8%00.9%24.5%24.3%25.8%11.1%82.4%111.9%36.6% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 88Page 88 Q3l Provide rebate programs that encourage customers to purchase water-efficient appliances and devi Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 142 137 37 326 34 62 76 131 260 4732.9%2115.0%616.5%4413.4%514.3%1117.0%810.4%2619.8%6224.1% 3725.9%4835.3%13.9%7823.9%616.8%1422.1%2026.1%3325.3%7227.8% 1510.5%1410.2%821.5%5617.1%617.3%1523.6%1013.2%2720.3%2610.0% 42.9%32.3%13.2%3410.6%12.9%69.0%811.1%96.6%72.7% 3927.8%5136.9%1849.4%10331.6%1544.8%1727.9%2938.1%3224.2%8833.7% --00.3%25.6%123.5%14.0%00.4%11.2%53.8%41.6% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 89Page 89 Q3l Provide rebate programs that encourage customers to purchase water-efficient appliances and devi Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 64 224 113 99 85 300 126 26 66 1523.5%4721.1%2724.3%1414.4%910.3%7424.7%1612.9%26.7%1522.5% 1016.0%6428.8%2320.2%2323.4%2934.2%7023.3%4938.4%728.8%1927.9% 57.3%3214.3%1412.0%2222.2%1719.5%3712.3%2016.1%28.5%1420.7% 46.7%125.5%00.4%88.4%1011.9%124.1%118.6%27.4%45.8% 2842.9%6629.4%4640.8%2727.7%1922.8%10535.2%2116.8%1248.6%1420.5% 23.4%21.0%32.2%43.9%11.3%10.4%97.2%--22.7% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 90Page 90 Q3l Provide rebate programs that encourage customers to purchase water-efficient appliances and devi Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 48 419 74 23 115 20 817.0%7518.0%1317.0%625.3%2420.9%523.3% 918.5%11928.4%2127.7%418.1%1714.8%418.3% 918.8%6214.8%1114.9%312.4%1311.5%421.1% 47.7%286.8%23.3%27.6%97.5%29.0% 1837.4%12429.6%2736.3%836.6%4740.4%628.3% 00.6%102.4%10.9%--54.7%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 91Page 91 Q3m Provide convenient hours of operation Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 651 552 63 107 513 491 118 315 312 27742.6%25846.7%1523.2%4340.5%22443.7%20441.7%5647.9%12639.8%14546.5% 20731.9%17231.1%2945.9%4339.7%15730.6%16433.5%2924.2%10232.3%9530.4% 335.0%213.9%711.8%98.7%193.8%295.9%21.6%175.4%165.0% 10.2%00.0%11.1%10.7%00.1%10.2%--10.4%-- 12519.1%9817.7%1117.5%119.9%10620.8%8517.3%3126.0%6520.6%5417.4% 81.2%30.5%00.4%10.5%51.0%71.4%00.2%41.4%20.7% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 92Page 92 Q3m Provide convenient hours of operation Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 19 28 36 57 75 97 123 561 75 844.0%1037.1%1747.8%2136.4%3951.9%4647.4%4436.1%24343.2%3242.2% 841.7%1139.4%718.7%2442.7%2330.4%2929.7%3730.4%17931.9%2532.8% ----411.7%57.9%45.7%44.0%86.5%295.2%34.4% 01.3%01.0%01.3%--------00.1%11.3% 211.6%622.5%720.5%610.6%912.0%1818.9%3326.4%10418.6%1418.9% 01.4%----12.4%----10.6%50.9%00.4% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 93Page 93 Q3m Provide convenient hours of operation Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 26 52 46 44 38 125 320 593 38 1144.1%2853.9%2042.4%1840.0%1127.5%4536.0%14545.4%25442.8%1540.7% 728.1%1121.3%1633.7%1738.4%1540.0%5241.9%8927.8%19432.8%1231.0% 01.8%48.2%25.1%--49.7%1511.7%72.2%294.9%25.0% 01.8%11.0%01.0%--------10.1%-- 624.3%815.6%817.3%921.6%922.9%1310.2%7122.3%11018.6%922.6% ----00.6%----00.2%72.2%50.9%00.7% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 94Page 94 Q3m Provide convenient hours of operation Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 142 137 37 326 34 62 76 131 260 6545.9%6346.2%923.1%13441.2%1337.0%2540.7%2432.0%5844.5%12849.3% 5236.5%4230.8%514.3%10733.0%1337.0%2033.0%3140.7%4332.5%7729.6% 32.0%21.7%411.5%237.1%01.3%46.9%56.8%107.5%62.2% --00.2%--10.3%01.3%00.4%----00.2% 2115.1%2820.4%1951.1%5617.2%822.6%1117.4%1620.5%2015.5%4617.6% 10.5%10.7%--41.2%00.8%11.5%----31.1% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 95Page 95 Q3m Provide convenient hours of operation Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 64 224 113 99 85 300 126 26 66 2945.6%11149.5%4237.3%3130.9%3440.0%13545.0%5442.8%1143.2%2335.2% 2030.5%6127.3%4035.7%4242.5%2933.7%8126.9%5442.5%934.9%2436.2% 00.7%62.9%87.4%54.7%78.3%175.6%21.9%01.8%811.4% --00.2%--00.3%00.5%--10.8%---- 1522.8%4218.9%2017.5%2121.7%1517.6%6722.2%118.4%520.2%1116.0% 00.4%31.3%22.0%----10.2%43.5%--11.2% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 96Page 96 Q3m Provide convenient hours of operation Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 48 419 74 23 115 20 2347.9%16739.8%3851.1%1044.6%5446.8%842.2% 1123.8%14634.8%2331.0%627.2%2521.4%839.2% 48.9%286.8%11.9%--32.3%-- --10.2%--01.1%00.2%-- 918.9%7517.9%1114.9%523.0%3026.3%314.7% 00.6%20.5%11.0%14.1%32.8%13.9% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 97Page 97 Q3n Provide accurate billing statements Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 651 552 63 107 513 491 118 315 312 31348.0%30054.4%812.3%4138.6%26150.9%22445.7%7261.4%16351.5%14546.6% 22434.5%18934.2%2133.9%4138.2%17233.6%17736.1%2925.0%10031.7%11236.0% 446.8%315.5%1218.4%66.0%326.3%357.2%75.7%216.8%206.6% 213.3%101.9%914.2%119.9%112.1%173.5%21.7%103.3%113.4% 436.7%223.9%1118.2%76.7%356.7%336.6%76.2%185.8%216.6% 50.7%00.0%23.0%10.7%20.4%50.9%--30.8%20.7% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 98Page 98 Q3n Provide accurate billing statements Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 19 28 36 57 75 97 123 561 75 632.1%1451.4%1747.2%2136.5%4560.0%5556.7%5645.1%27548.9%3344.5% 1049.7%932.8%1438.2%2340.9%1622.0%3434.6%4838.9%19133.9%2837.0% 211.4%12.9%26.3%24.1%810.7%55.2%119.1%366.4%810.6% 15.1%01.6%12.9%611.3%23.2%--10.6%193.3%33.9% 01.6%311.2%25.4%47.1%34.1%33.5%64.8%396.9%34.0% ------------21.6%30.5%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 99Page 99 Q3n Provide accurate billing statements Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 26 52 46 44 38 125 320 593 38 1248.5%2954.9%1941.6%2352.2%1025.2%5040.3%17053.0%28147.4%2155.6% 934.0%1223.6%1737.0%1635.3%2155.4%5443.0%9630.0%21035.4%1129.3% 310.5%59.5%37.2%25.4%36.5%1310.5%154.7%437.3%12.4% 15.3%35.5%48.9%01.0%13.0%43.3%72.3%203.3%00.7% 01.8%36.4%25.3%36.1%24.9%32.6%299.1%366.1%512.0% --------25.0%00.2%30.8%30.5%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 100Page 100 Q3n Provide accurate billing statements Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 142 137 37 326 34 62 76 131 260 8962.7%6547.6%2464.3%12939.5%1955.2%2743.5%2837.6%6650.2%14756.6% 2920.2%5842.1%411.6%13340.8%1029.0%2134.5%3546.5%4433.3%7328.3% 149.6%42.8%411.5%226.9%37.6%915.3%67.4%107.4%145.5% 42.7%32.0%37.5%123.6%13.4%23.1%67.6%11.1%82.9% 74.8%75.4%25.1%278.4%24.7%23.6%10.9%107.9%176.5% ------30.9%--------00.1% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 101Page 101 Q3n Provide accurate billing statements Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 64 224 113 99 85 300 126 26 66 3554.7%12656.3%5246.0%3838.9%3238.3%17156.9%5039.5%1351.6%2740.6% 1828.1%5926.5%4337.9%4343.6%4047.5%8428.1%5240.8%1040.9%2943.1% 57.1%125.4%43.8%1312.8%66.7%186.1%118.7%--811.4% 00.4%83.6%86.9%00.5%33.7%93.0%97.0%--00.7% 69.7%188.2%54.7%22.3%33.7%185.9%32.4%--23.6% ----10.6%21.9%----21.5%27.4%00.7% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 102Page 102 Q3n Provide accurate billing statements Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 48 419 74 23 115 20 2143.4%17942.7%4256.2%1254.7%7262.6%838.4% 1837.8%15937.9%2230.0%732.4%2824.5%840.5% 48.9%378.8%10.9%01.1%54.2%16.6% 00.6%174.0%22.4%12.3%21.9%02.4% 48.9%245.6%810.5%29.4%76.3%212.1% 00.6%41.0%----10.5%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 103Page 103 Q4a Cell phone Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Too low Reasonable A little too high Somewhat toohigh Much too high Not sure / NA Prefer not t oanswer 651 552 63 107 513 491 118 315 312 30.5%30.6%00.4%11.4%20.4%20.5%10.6%10.3%20.8% 21933.6%19435.2%1727.2%3431.8%17634.4%16032.6%4840.9%12038.1%9430.0% 13120.2%11520.8%1016.3%2522.9%9819.1%9719.7%2722.8%5818.3%6621.1% 12018.4%10018.2%1117.4%1210.8%10320.2%9118.6%1916.0%5818.4%6019.1% 14322.0%11120.1%2234.6%3028.0%10420.3%11824.0%1714.3%5918.6%7624.3% 264.0%234.2%23.0%43.4%224.4%183.8%43.2%165.1%103.2% 91.3%61.0%11.1%21.6%71.3%40.8%32.2%41.2%51.5% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 104Page 104 Q4a Cell phone Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Too low Reasonable A little too high Somewhat toohigh Much too high Not sure / NA Prefer not t oanswer 19 28 36 57 75 97 123 561 75 ----00.8%--11.0%----30.6%-- 630.3%622.4%1952.5%1323.3%3141.9%3132.5%4133.5%18633.1%2735.9% 525.2%621.1%24.6%1118.8%1317.0%1616.9%2822.6%11220.0%1925.1% 314.0%39.9%719.7%814.1%1419.4%2324.2%1814.9%10819.3%1114.4% 630.5%725.7%821.3%2034.4%1013.5%2121.6%3225.9%12221.7%1520.3% --413.9%01.3%59.4%34.6%54.8%21.6%234.1%23.0% --27.0%----22.6%--21.5%61.1%11.3% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 105Page 105 Q4a Cell phone Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Too low Reasonable A little too high Somewhat toohigh Much too high Not sure / NA Prefer not t oanswer 26 52 46 44 38 125 320 593 38 01.8%00.5%01.0%----00.2%20.6%30.6%-- 1144.8%2344.6%1329.0%1737.6%1232.4%2923.6%11235.2%19733.2%1538.2% 29.7%1019.6%1327.6%818.6%820.0%2621.1%6419.9%12220.6%38.9% 312.1%48.2%1226.2%716.6%820.2%2418.8%6219.3%11118.7%821.8% 728.0%917.1%715.2%1021.8%1026.2%3830.5%6219.4%13222.3%719.1% 01.8%47.4%01.0%25.5%01.2%53.9%134.2%233.9%11.9% 01.8%12.6%------22.0%41.4%40.7%410.1% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 106Page 106 Q4a Cell phone Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Too low Reasonable A little too high Somewhat toohigh Much too high Not sure / NA Prefer not t oanswer 142 137 37 326 34 62 76 131 260 21.7%--00.7%10.2%00.8%--00.4%00.3%-- 4833.6%5439.1%1642.8%9930.4%1748.7%2641.8%1824.3%3929.5%9737.2% 3121.7%2921.4%615.3%6419.5%721.7%1118.3%1924.7%3324.9%4517.3% 2618.3%2518.4%820.9%6118.7%39.6%1220.0%1417.9%2216.7%5119.5% 2114.6%2719.7%615.4%8826.9%25.7%1218.7%2229.6%3325.3%5019.2% 107.3%21.5%24.8%92.8%38.2%00.4%23.1%43.3%135.1% 42.8%----51.4%25.3%00.7%----41.7% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 107Page 107 Q4a Cell phone Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Too low Reasonable A little too high Somewhat toohigh Much too high Not sure / NA Prefer not t oanswer 64 224 113 99 85 300 126 26 66 --00.2%00.2%00.5%00.3%10.2%10.6%---- 2844.4%8136.3%2926.1%2525.0%3541.3%9832.7%4334.0%1142.9%2030.2% 57.7%4218.7%3127.6%2928.9%1720.1%6120.3%2419.1%417.0%1319.9% 1218.0%5022.4%2421.0%1313.4%910.4%6321.2%2721.2%29.2%1015.5% 914.7%3616.0%2421.1%3232.3%2327.0%5819.3%2822.5%622.3%1827.3% 69.2%135.7%43.3%----124.1%32.0%28.5%57.1% 46.0%20.7%10.6%--10.9%62.2%10.7%---- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 108Page 108 Q4a Cell phone Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Too low Reasonable A little too high Somewhat toohigh Much too high Not sure / NA Prefer not t oanswer 48 419 74 23 115 20 --30.7%----10.5%-- 1736.1%13732.6%2837.6%522.7%4336.9%733.4% 918.1%8520.3%1216.8%730.2%2320.0%419.8% 715.3%8821.0%1520.2%210.6%1311.3%16.8% 1224.3%8821.1%1418.7%731.3%2723.5%632.1% 35.6%133.0%45.7%15.3%65.4%27.9% 00.6%51.2%11.0%--32.4%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 109Page 109 Q4b Electricity Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Too low Reasonable A little too high Somewhat toohigh Much too high Not sure / NA Prefer not t oanswer 651 552 63 107 513 491 118 315 312 50.7%50.8%--10.7%40.7%40.9%--20.7%20.8% 7511.6%6912.5%34.7%1715.9%5510.8%5210.6%2016.8%3912.2%3410.9% 8613.1%8014.4%35.2%1110.1%7214.0%6513.1%1513.0%5116.2%3411.0% 10215.7%9016.3%914.4%1110.1%8817.1%7314.8%2319.4%4715.1%5216.6% 36656.3%29453.2%4672.0%6459.3%28154.8%28959.0%5748.4%16753.1%18158.0% 132.0%122.1%22.6%32.9%102.0%61.3%21.9%62.0%72.3% 40.6%30.6%11.1%10.9%30.5%10.3%00.4%20.7%10.5% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 110Page 110 Q4b Electricity Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Too low Reasonable A little too high Somewhat toohigh Much too high Not sure / NA Prefer not t oanswer 19 28 36 57 75 97 123 561 75 ----12.0%--22.6%----50.8%-- 17.1%13.6%514.7%916.3%1014.0%87.8%1310.6%6712.0%67.6% 211.7%932.1%821.9%813.4%1317.1%1313.8%1310.8%6812.2%1722.4% 316.9%311.9%823.2%916.1%1013.0%1819.1%1915.3%8615.3%1317.9% 1262.0%1452.4%1438.2%2950.8%3647.7%5456.2%7762.6%32157.1%3749.4% 02.4%----23.3%23.1%33.2%00.4%122.2%11.4% --------22.6%--00.4%20.4%11.3% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 111Page 111 Q4b Electricity Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Too low Reasonable A little too high Somewhat toohigh Much too high Not sure / NA Prefer not t oanswer 26 52 46 44 38 125 320 593 38 --23.6%------10.6%20.6%50.8%-- 624.6%814.5%49.6%24.6%24.1%1613.2%3711.6%7011.8%24.3% 27.9%713.5%1123.7%510.3%614.9%97.3%4614.4%8013.4%39.0% 27.4%815.9%920.3%1023.7%513.5%2015.8%4714.8%9015.1%821.1% 1456.6%2751.8%2145.4%2658.3%2565.2%7660.9%17755.3%33656.7%2258.6% 01.8%00.6%01.0%13.1%12.4%21.7%82.4%122.0%11.9% 01.8%--------10.6%30.8%10.2%25.0% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 112Page 112 Q4b Electricity Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Too low Reasonable A little too high Somewhat toohigh Much too high Not sure / NA Prefer not t oanswer 142 137 37 326 34 62 76 131 260 21.3%----30.8%--00.7%22.9%---- 2014.1%1611.9%513.5%3310.2%822.1%812.7%34.3%129.1%3312.7% 1611.1%2115.2%25.1%4714.4%310.0%915.2%56.6%2014.9%4015.4% 2718.8%1611.9%1027.2%4714.5%513.8%812.9%1418.3%1511.2%4517.3% 6848.2%8360.3%1849.4%19158.6%1750.6%3556.6%5167.3%8162.1%13451.6% 64.2%10.7%24.8%41.2%12.1%11.1%00.6%42.7%62.2% 32.2%----10.2%01.3%00.7%----20.7% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 113Page 113 Q4b Electricity Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Too low Reasonable A little too high Somewhat toohigh Much too high Not sure / NA Prefer not t oanswer 64 224 113 99 85 300 126 26 66 --------33.1%--32.1%---- 1015.0%3314.6%86.7%65.6%1011.6%3010.1%1511.7%518.7%711.2% 913.5%3415.1%1412.6%1515.5%910.5%3411.4%2923.1%27.0%34.7% 1219.5%3214.5%1815.6%1716.7%1315.7%4816.0%1713.3%622.3%1522.6% 2945.6%12153.8%6860.5%6162.2%4957.6%18060.2%5745.4%1351.9%3857.1% 23.4%52.0%54.6%--10.9%51.7%53.7%--34.5% 23.0%------00.5%20.6%10.7%---- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 114Page 114 Q4b Electricity Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Too low Reasonable A little too high Somewhat toohigh Much too high Not sure / NA Prefer not t oanswer 48 419 74 23 115 20 --41.0%----00.2%-- 918.3%4410.6%811.3%521.1%1412.2%418.4% 1224.0%6315.1%44.7%29.4%1412.2%312.8% 25.0%7116.9%1012.9%418.9%1613.9%28.2% 2552.7%22754.2%4966.3%1149.4%6758.3%1258.2% --61.5%44.7%01.1%32.6%02.4% --30.8%----10.5%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 115Page 115 Q4c Cable or satellite TV Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Too low Reasonable A little too high Somewhat toohigh Much too high Not sure / NA Prefer not t oanswer 651 552 63 107 513 491 118 315 312 40.5%40.6%--11.3%20.4%30.7%00.2%10.2%30.9% 599.1%529.5%58.5%1413.3%448.6%418.4%1512.9%3210.3%227.0% 7711.8%6712.1%69.7%1614.5%5610.9%5611.3%1512.6%3310.4%4113.2% 11016.8%9717.5%812.9%109.1%8917.5%8116.5%1815.6%6219.5%4815.4% 33551.4%27249.3%3860.4%5248.8%26852.3%26854.6%5143.0%15649.4%16653.2% 609.3%549.9%47.0%1210.8%489.4%387.7%1714.5%309.4%289.0% 71.1%61.1%11.6%22.3%50.9%40.8%11.2%30.8%51.5% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 116Page 116 Q4c Cable or satellite TV Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Too low Reasonable A little too high Somewhat toohigh Much too high Not sure / NA Prefer not t oanswer 19 28 36 57 75 97 123 561 75 ----01.3%------00.2%30.6%-- 211.6%12.0%24.3%23.9%1216.2%76.7%129.4%488.5%912.3% 423.1%39.6%616.6%610.8%56.9%77.5%2015.8%6812.1%912.0% 315.2%12.6%514.1%916.4%2229.3%1920.1%1814.4%9416.7%1621.2% 736.7%2073.3%2055.8%3255.2%2735.8%5759.2%6149.6%29251.9%3343.4% 313.4%310.6%26.6%813.7%78.9%66.2%1310.2%539.4%68.5% --11.9%01.3%--22.9%00.3%00.4%50.9%22.6% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 117Page 117 Q4c Cable or satellite TV Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Too low Reasonable A little too high Somewhat toohigh Much too high Not sure / NA Prefer not t oanswer 26 52 46 44 38 125 320 593 38 ----12.0%----10.6%20.6%30.5%-- 416.9%510.3%613.0%48.0%411.6%118.5%257.7%549.1%26.4% 416.4%610.7%918.7%49.3%718.8%75.9%4012.4%7312.3%36.9% 519.6%1121.0%817.1%919.6%922.6%2015.8%4915.2%9916.7%819.9% 934.6%2242.9%1633.7%2046.3%1641.1%8165.0%17053.3%30651.6%1847.0% 310.7%815.1%510.3%715.7%25.9%43.6%319.8%539.0%614.8% 01.8%--25.3%01.0%--10.6%31.0%50.8%25.0% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 118Page 118 Q4c Cable or satellite TV Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Too low Reasonable A little too high Somewhat toohigh Much too high Not sure / NA Prefer not t oanswer 142 137 37 326 34 62 76 131 260 21.3%----20.5%01.3%11.2%------ 1510.3%1611.9%24.6%267.9%617.1%710.9%79.1%86.2%228.3% 1410.2%128.7%38.3%4714.5%38.2%711.1%1114.8%1612.0%3011.4% 2014.0%2820.5%719.6%5216.1%412.2%710.9%1216.0%3022.6%4919.0% 6747.3%7151.6%1949.8%17352.9%926.8%3454.3%3952.1%6750.9%13351.1% 2115.0%107.3%617.0%226.8%1133.0%710.8%68.0%118.1%238.7% 31.9%--00.7%41.3%01.3%10.8%--00.3%41.6% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 119Page 119 Q4c Cable or satellite TV Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Too low Reasonable A little too high Somewhat toohigh Much too high Not sure / NA Prefer not t oanswer 64 224 113 99 85 300 126 26 66 ------00.5%00.5%--10.7%01.1%-- 46.9%2410.6%108.7%66.3%66.8%237.7%1512.1%311.3%68.7% 57.5%209.1%1513.2%2221.8%1011.3%3210.7%129.8%520.5%811.9% 1016.1%4319.1%1412.8%1313.3%2529.0%5518.3%2822.3%13.5%1116.1% 3148.6%11451.1%6053.7%5151.5%3642.7%16354.3%5443.0%1455.1%3653.7% 1117.9%2210.0%119.5%66.3%89.1%258.3%129.5%28.5%69.6% 23.0%00.1%22.1%00.3%10.6%20.8%32.6%---- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 120Page 120 Q4c Cable or satellite TV Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Too low Reasonable A little too high Somewhat toohigh Much too high Not sure / NA Prefer not t oanswer 48 419 74 23 115 20 --30.8%----00.2%-- 510.0%409.5%811.3%15.7%87.1%17.0% 815.7%5413.0%68.7%16.4%119.6%317.2% 817.3%7217.1%1013.9%312.4%2219.1%313.2% 2142.9%21150.3%4256.2%1358.4%5850.3%1154.9% 714.1%338.0%79.8%415.9%1512.9%15.1% --61.3%--01.1%10.7%12.6% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 121Page 121 Q4d Trash collection Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Too low Reasonable A little too high Somewhat toohigh Much too high Not sure / NA Prefer not t oanswer 651 552 63 107 513 491 118 315 312 50.7%30.5%23.0%32.5%20.4%40.9%00.2%41.4%00.1% 30747.1%27048.9%2336.1%5248.9%23846.5%22646.0%6756.7%16251.3%13944.5% 12018.4%9517.3%1727.3%2221.0%9518.5%9018.3%2017.4%4414.0%7323.5% 10616.2%9216.6%812.1%1110.2%9017.6%8216.8%1512.8%4915.5%4815.4% 8713.3%6812.4%1015.0%1412.7%6713.1%7415.1%108.1%4012.7%4113.1% 213.3%183.3%34.9%33.2%153.0%112.3%54.0%113.6%92.9% 60.9%50.9%11.6%21.6%40.9%30.7%10.8%51.5%10.5% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 122Page 122 Q4d Trash collection Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Too low Reasonable A little too high Somewhat toohigh Much too high Not sure / NA Prefer not t oanswer 19 28 36 57 75 97 123 561 75 ----00.8%23.3%22.6%--00.2%50.9%-- 841.1%1036.3%1543.2%2543.5%4560.0%4647.5%6553.0%26346.8%4357.4% 421.7%518.5%617.5%1220.5%67.9%2122.1%2621.3%10418.6%1317.5% 29.2%620.4%513.3%1017.6%1216.6%1616.2%1815.0%9416.7%911.9% 525.4%723.9%925.3%59.5%45.4%1111.0%108.2%7313.1%57.1% 12.6%01.0%--35.5%45.0%32.9%21.9%183.1%44.8% --------22.6%00.3%00.4%50.8%11.3% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 123Page 123 Q4d Trash collection Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Too low Reasonable A little too high Somewhat toohigh Much too high Not sure / NA Prefer not t oanswer 26 52 46 44 38 125 320 593 38 --23.6%01.0%----22.0%--50.8%-- 1557.3%2649.9%1635.8%2351.6%1848.1%5342.5%15548.6%27846.9%2052.5% 415.9%1529.4%1226.5%49.7%717.4%2217.7%5517.2%11319.1%39.1% 27.7%59.8%816.9%716.7%616.8%2519.8%5216.3%9716.3%616.8% 310.3%35.8%714.6%817.2%614.7%1915.0%4213.3%7713.1%512.7% 27.1%11.4%25.2%24.8%13.0%32.6%103.0%193.2%13.8% 01.8%--------10.6%51.6%40.6%25.0% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 124Page 124 Q4d Trash collection Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Too low Reasonable A little too high Somewhat toohigh Much too high Not sure / NA Prefer not t oanswer 142 137 37 326 34 62 76 131 260 ------51.5%--00.4%45.4%---- 7653.7%5943.0%2259.7%14544.5%1748.6%2642.6%3647.6%6045.6%13150.5% 3021.2%2518.5%615.1%5918.0%618.7%710.6%1722.9%2720.6%4918.7% 1812.7%3022.0%614.8%5215.9%823.7%914.7%1115.1%2620.2%3814.8% 106.7%1812.9%38.0%5316.2%12.9%1727.8%45.4%129.5%3111.9% 53.3%53.6%12.4%103.0%24.8%23.9%33.6%54.1%72.7% 32.4%----30.9%01.3%------41.4% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 125Page 125 Q4d Trash collection Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Too low Reasonable A little too high Somewhat toohigh Much too high Not sure / NA Prefer not t oanswer 64 224 113 99 85 300 126 26 66 --20.9%--00.5%22.6%20.6%32.1%01.1%-- 3148.5%11551.5%4640.9%4949.2%3844.3%14749.2%5745.3%2284.1%2639.8% 1320.6%4319.1%2320.6%1717.3%1821.1%6120.2%2419.2%14.6%1015.7% 1015.4%2310.3%2421.0%1514.7%1921.9%4113.6%2015.9%12.1%1522.0% 35.0%3113.6%1412.6%1716.9%89.6%3511.6%1411.1%28.1%1319.5% 57.5%104.5%33.1%11.4%00.5%113.8%64.6%--22.9% 23.0%00.1%21.8%----31.0%21.8%---- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 126Page 126 Q4d Trash collection Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Too low Reasonable A little too high Somewhat toohigh Much too high Not sure / NA Prefer not t oanswer 48 419 74 23 115 20 --41.0%----10.5%-- 2144.3%20849.7%2938.9%1251.7%4942.6%945.2% 918.2%7718.4%1418.7%521.9%2017.2%420.7% 1021.1%7016.8%1013.8%418.9%1614.1%422.6% 816.4%5011.9%1317.6%15.3%2017.7%211.3% 00.1%61.5%710.0%01.1%76.3%00.3% --30.8%11.0%01.1%21.6%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 127Page 127 Q4e Sewer Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Too low Reasonable A little too high Somewhat toohigh Much too high Not sure / NA Prefer not t oanswer 651 552 63 107 513 491 118 315 312 20.3%20.4%--00.3%20.4%20.4%00.3%20.7%-- 20832.0%19936.0%47.1%3129.3%16632.5%15030.5%4840.8%10432.8%9931.7% 11117.0%9316.9%1320.5%2018.8%8717.0%8617.4%1916.1%5015.8%6119.5% 11317.4%9417.0%813.2%1413.1%9518.5%8617.5%1916.4%5818.3%5216.8% 13921.3%9617.5%2945.9%2825.8%10219.9%11523.5%1714.1%6219.7%6520.9% 7411.3%6411.6%711.8%1211.6%5711.1%5010.2%1412.0%3711.8%3310.6% 50.7%40.6%11.6%11.2%30.6%20.4%00.4%30.8%20.6% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 128Page 128 Q4e Sewer Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Too low Reasonable A little too high Somewhat toohigh Much too high Not sure / NA Prefer not t oanswer 19 28 36 57 75 97 123 561 75 ------00.6%22.6%----20.4%-- 629.4%621.2%1438.4%1424.0%2330.2%3839.4%5241.8%17330.8%3344.5% 423.4%830.1%515.3%915.0%1621.6%1819.1%1411.0%9617.0%1419.1% 315.5%415.1%37.1%1628.1%911.8%1818.4%2520.1%10218.2%1013.6% 526.1%519.8%925.3%916.2%1317.5%1313.2%1411.0%11620.7%1115.1% 15.7%28.9%513.9%916.1%1013.9%99.8%1915.8%7012.5%34.5% --14.9%----22.6%00.3%00.4%20.4%23.1% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 129Page 129 Q4e Sewer Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Too low Reasonable A little too high Somewhat toohigh Much too high Not sure / NA Prefer not t oanswer 26 52 46 44 38 125 320 593 38 --23.6%----00.8%----20.4%-- 935.5%2344.7%1329.2%1534.4%1334.9%4032.1%9429.4%19132.1%1025.6% 520.8%713.3%1020.8%818.2%717.4%1915.4%5517.1%10317.4%718.0% 26.6%47.4%1021.6%613.3%512.6%2822.0%5918.6%10317.3%1026.5% 625.0%917.8%918.7%1023.1%922.4%2922.8%6720.9%12120.5%821.0% 310.4%610.7%49.1%511.0%511.9%107.6%4213.2%7111.9%13.8% 01.8%12.6%00.6%------20.8%20.4%25.0% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 130Page 130 Q4e Sewer Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Too low Reasonable A little too high Somewhat toohigh Much too high Not sure / NA Prefer not t oanswer 142 137 37 326 34 62 76 131 260 ----00.9%20.6%--00.5%22.5%---- 4431.3%4633.8%1539.3%10131.0%1131.5%2337.2%2736.3%3526.8%8432.4% 2316.1%2619.2%39.0%5717.6%412.3%711.2%1925.0%2619.7%4417.1% 2718.7%1611.6%1027.6%6018.5%925.9%712.0%810.1%2619.6%4918.9% 3122.1%3021.7%49.5%6820.9%515.9%2032.9%1114.1%2519.4%4617.8% 1510.4%1913.7%513.7%3510.6%413.1%46.2%911.6%1914.5%3212.4% 21.3%----30.8%01.3%--00.4%--41.4% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 131Page 131 Q4e Sewer Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Too low Reasonable A little too high Somewhat toohigh Much too high Not sure / NA Prefer not t oanswer 64 224 113 99 85 300 126 26 66 ------00.3%22.3%00.1%21.5%---- 1929.8%6629.7%3127.8%3838.5%3136.4%10535.1%4132.2%934.6%1826.7% 1320.9%3716.6%1614.2%2121.7%1618.3%4815.9%2217.5%832.4%1116.3% 1117.2%4319.1%2724.1%88.1%1012.4%4615.4%2419.1%416.0%1726.0% 68.7%5122.7%2320.7%1717.7%2124.8%5518.4%2620.3%12.8%1724.9% 1320.5%2611.8%1412.0%1313.4%55.8%4314.4%118.3%414.1%46.1% 23.0%00.1%11.2%00.3%--20.7%11.1%---- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 132Page 132 Q4e Sewer Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Too low Reasonable A little too high Somewhat toohigh Much too high Not sure / NA Prefer not t oanswer 48 419 74 23 115 20 --20.5%00.4%------ 1225.1%13532.3%2230.1%417.0%4437.9%315.8% 1530.9%8420.0%79.9%15.3%1513.4%314.5% 612.6%7618.1%1317.6%01.1%1714.8%734.2% 1225.6%10224.4%1621.5%--1513.4%524.6% 35.7%174.2%1520.5%1775.4%2218.8%210.8% --20.6%--01.1%21.6%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 133Page 133 Q4f Water Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Too low Reasonable A little too high Somewhat toohigh Much too high Not sure / NA Prefer not t oanswer 651 552 63 107 513 491 118 315 312 20.4%20.4%--00.4%20.4%20.5%--20.6%00.1% 20331.2%19435.2%57.2%2826.3%17033.1%13627.8%5546.4%10332.7%9630.9% 15824.2%14025.4%1016.2%3128.6%11722.9%12625.7%2621.8%7323.1%8025.5% 14622.4%12622.8%1015.9%1817.2%11923.2%11122.7%2319.5%6520.5%7724.7% 13220.3%8214.8%3859.7%2926.8%9518.6%11222.8%1210.4%6620.8%5517.7% 50.8%50.9%00.4%00.2%51.0%10.2%11.2%20.7%31.0% 50.8%30.5%00.7%00.4%40.9%20.4%10.8%51.5%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 134Page 134 Q4f Water Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Too low Reasonable A little too high Somewhat toohigh Much too high Not sure / NA Prefer not t oanswer 19 28 36 57 75 97 123 561 75 --------22.6%----20.4%-- 841.4%724.5%1644.8%1628.3%2431.9%3435.4%3830.7%17431.1%2432.2% 315.1%311.1%719.0%1119.0%2432.6%2930.1%3124.8%13724.3%2026.1% 29.5%934.3%718.9%1119.4%1418.7%2222.9%3226.3%12922.9%1621.5% 633.9%829.1%617.3%1526.3%79.9%1111.6%2217.9%11019.6%1419.1% --01.0%--23.8%11.8%----50.9%00.3% ------23.2%22.6%--00.4%40.8%00.6% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 135Page 135 Q4f Water Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Too low Reasonable A little too high Somewhat toohigh Much too high Not sure / NA Prefer not t oanswer 26 52 46 44 38 125 320 593 38 --23.6%01.0%--------20.4%-- 832.0%1936.0%1430.4%1431.6%513.5%2620.9%11736.5%18531.3%1231.1% 728.7%1120.3%1431.2%1636.9%1230.3%2721.6%7022.0%14424.3%924.3% 313.4%1427.0%714.9%510.7%1129.5%3427.5%7122.3%13522.8%821.0% 624.1%611.7%1022.5%920.8%1026.8%3528.2%5517.1%11819.9%718.6% --00.5%------21.7%30.9%50.9%-- 01.8%00.9%--------41.2%30.5%25.0% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 136Page 136 Q4f Water Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Too low Reasonable A little too high Somewhat toohigh Much too high Not sure / NA Prefer not t oanswer 142 137 37 326 34 62 76 131 260 ------20.7%----22.5%---- 5136.2%4129.7%1436.8%9629.4%1542.5%2032.6%1520.0%3627.1%9737.2% 3021.0%3425.0%718.5%8526.0%616.4%1422.6%2938.5%4332.8%4517.3% 3222.9%4129.8%924.4%6218.9%823.7%1220.2%1417.9%3023.1%6424.8% 2417.1%2115.4%616.6%7723.5%516.1%1524.2%1621.1%2115.7%4918.8% 11.0%00.2%13.6%20.8%--00.4%--21.2%20.8% 31.9%----20.7%01.3%------31.2% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 137Page 137 Q4f Water Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Too low Reasonable A little too high Somewhat toohigh Much too high Not sure / NA Prefer not t oanswer 64 224 113 99 85 300 126 26 66 ------00.5%22.3%--21.9%---- 2945.8%6729.9%3934.2%2323.0%2529.7%11036.9%4031.3%830.1%1014.6% 1218.8%6026.7%2219.6%3231.9%1922.1%6722.4%3326.0%936.8%2029.8% 1015.4%5223.0%2522.6%2121.6%2125.1%6722.4%2418.6%313.1%2131.8% 913.3%4419.5%2522.2%2222.7%1619.2%4916.3%2822.0%520.1%1421.0% 23.0%--21.4%00.3%11.6%31.0%00.2%--22.9% 23.7%20.9%------31.0%------ Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 138Page 138 Q4f Water Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Too low Reasonable A little too high Somewhat toohigh Much too high Not sure / NA Prefer not t oanswer 48 419 74 23 115 20 --20.6%-------- 1225.1%11327.0%2331.5%937.7%5244.7%630.5% 1428.9%11327.0%1318.1%731.7%2219.1%29.0% 1122.4%9723.1%2128.1%415.9%2118.3%317.4% 1123.6%8821.1%1621.4%313.6%1613.9%943.0% --20.5%--01.1%32.8%-- --30.7%11.0%--11.2%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 139Page 139 Q5 Estimated water cost per gallon Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female $.0 $.01 (correct) $.02 to $.05 $.06 to $.10 $.11 to $.20 More than $.20 Not sure Prefer not t oanswer 651 552 63 107 513 491 118 315 312 314.7%264.6%57.2%00.2%295.7%245.0%65.3%216.7%72.2% 142.2%112.0%34.6%21.9%122.4%142.9%00.4%61.8%72.2% 396.0%366.5%34.7%66.0%326.3%265.2%1311.1%257.8%123.7% 416.4%407.2%22.5%55.0%316.0%255.2%1210.5%289.0%134.1% 223.4%193.5%34.5%54.8%163.2%183.7%43.5%154.7%62.0% 7010.8%5810.4%1015.0%2019.0%509.7%5611.4%1310.8%309.6%4012.9% 37958.2%32959.7%2641.1%6157.3%30359.2%28658.3%6454.6%16251.4%20666.0% 548.3%336.0%1320.4%65.7%397.6%428.5%53.8%289.0%227.0% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 140Page 140 Q5 Estimated water cost per gallon Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore 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 t oanswer 19 28 36 57 75 97 123 561 75 ----13.8%11.3%11.0%1110.9%64.8%264.7%45.6% 01.4%--00.9%12.4%--22.0%21.6%122.1%10.7% 14.1%--01.3%24.3%810.5%66.1%97.3%376.5%11.0% --311.5%37.9%35.1%1013.9%99.6%107.9%386.8%34.5% --27.9%25.3%35.4%00.6%33.2%53.8%223.9%00.4% 421.4%27.9%12.0%11.3%67.4%1818.4%1713.5%6010.7%912.5% 1260.3%1865.7%2776.8%4171.0%4560.9%4344.5%7056.9%32557.9%4661.9% 212.8%27.0%12.0%59.3%45.7%55.4%54.1%427.4%1013.4% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 141Page 141 Q5 Estimated water cost per gallon Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other $.0 $.01 (correct) $.02 to $.05 $.06 to $.10 $.11 to $.20 More than $.20 Not sure Prefer not t oanswer 26 52 46 44 38 125 320 593 38 15.3%00.5%--12.4%38.7%64.6%195.9%274.6%11.9% 12.3%--11.2%----21.9%113.4%142.4%-- 12.1%35.1%511.0%24.5%11.3%32.3%257.9%396.5%00.9% 13.5%46.8%48.3%37.7%513.2%86.3%175.2%355.9%615.6% 01.1%00.5%12.0%48.7%36.8%53.8%92.9%223.7%-- 414.9%712.9%817.3%613.5%718.8%1511.8%247.4%6511.0%411.2% 1352.6%3566.1%2247.7%2658.2%1949.9%7257.5%19260.2%34658.3%2360.4% 518.2%48.1%612.4%25.0%01.2%1511.8%227.0%457.6%410.1% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 142Page 142 Q5 Estimated water cost per gallon Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit 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 t oanswer 142 137 37 326 34 62 76 131 260 96.2%75.1%13.6%144.2%14.0%23.1%--53.7%187.1% 21.5%64.0%11.4%61.9%--11.0%22.9%00.3%72.6% 2115.0%32.5%24.4%133.9%618.2%12.2%33.6%85.9%176.5% 75.0%1511.1%410.7%154.6%25.6%23.3%78.8%1410.6%166.0% 74.8%75.0%37.8%51.7%--23.1%78.8%32.3%104.0% 1711.8%1410.0%616.7%3310.1%39.8%1422.1%1013.6%1712.6%218.2% 6948.5%7856.9%1950.3%20964.3%1749.8%3657.9%4053.0%8060.9%15158.3% 107.3%75.5%25.1%319.4%412.6%57.3%79.4%53.6%197.2% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 143Page 143 Q5 Estimated water cost per gallon Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican $.0 $.01 (correct) $.02 to $.05 $.06 to $.10 $.11 to $.20 More than $.20 Not sure Prefer not t oanswer 64 224 113 99 85 300 126 26 66 22.3%177.7%65.1%33.3%--237.5%21.5%310.3%-- 00.4%62.9%22.1%11.3%00.4%62.0%21.9%01.1%-- 23.8%167.4%119.9%44.0%22.6%248.1%54.2%01.1%23.4% 23.0%167.4%54.3%1010.3%78.2%227.5%75.8%12.8%34.6% 23.7%83.6%32.3%54.8%33.4%144.8%10.6%--22.9% 813.2%156.7%1613.9%1414.1%1012.3%3913.0%139.9%312.6%69.0% 4062.4%13158.4%6154.3%5353.9%5767.8%15652.2%7760.7%1972.2%4568.1% 711.1%136.0%98.1%88.2%55.3%154.9%1915.4%--811.9% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 144Page 144 Q5 Estimated water cost per gallon Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other $.0 $.01 (correct) $.02 to $.05 $.06 to $.10 $.11 to $.20 More than $.20 Not sure Prefer not t oanswer 48 419 74 23 115 20 --153.7%56.8%15.3%75.9%211.9% 24.0%102.4%22.4%01.1%21.6%12.6% 12.2%215.1%57.1%16.4%86.8%314.5% 714.7%245.7%34.3%415.9%108.7%13.9% 24.9%143.4%44.8%28.3%21.6%02.4% 510.9%5011.9%1012.9%312.4%87.1%-- 2960.6%24357.9%4357.8%1045.3%7363.1%1052.8% 12.8%4210.0%33.9%15.3%65.2%211.8% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 145Page 145 Q6 Opinion of water value Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Excellent Good Fair Poor Very poor Not sure Prefer not t oanswer 651 552 63 107 513 491 118 315 312 16725.6%16029.0%57.7%2523.1%13626.6%12024.4%3933.4%8426.6%8126.0% 18528.4%17130.9%68.8%2927.2%14828.9%14228.9%3227.0%8326.2%9530.6% 18027.6%15928.8%1015.6%2725.0%14528.4%13427.4%3428.6%8928.4%8427.1% 538.1%264.8%1625.7%109.7%366.9%449.0%54.2%3310.6%175.3% 233.5%61.1%1624.9%65.3%163.2%183.6%21.9%103.1%92.8% 345.3%224.1%813.4%76.2%244.8%234.7%54.2%144.3%196.1% 101.5%71.3%23.9%43.5%61.2%91.9%10.7%30.8%62.0% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 146Page 146 Q6 Opinion of water value Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Excellent Good Fair Poor Very poor Not sure Prefer not t oanswer 19 28 36 57 75 97 123 561 75 523.9%727.2%1129.8%59.3%2331.2%3132.5%4335.2%15127.0%1317.9% 419.2%933.4%1439.4%2237.8%2027.2%3637.6%3024.7%15627.9%2532.6% 945.5%725.1%38.2%2544.2%2027.3%2223.1%3226.2%15627.9%2229.3% 17.1%01.6%38.3%00.8%23.2%33.6%107.9%386.7%1114.4% --12.2%01.3%23.3%22.6%00.5%53.7%193.3%22.5% 01.6%27.0%411.7%34.6%33.7%32.8%32.3%325.8%11.6% 12.8%13.5%01.3%--45.0%----91.6%11.8% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 147Page 147 Q6 Opinion of water value Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Excellent Good Fair Poor Very poor Not sure Prefer not t oanswer 26 52 46 44 38 125 320 593 38 725.5%1630.1%1020.6%1023.0%718.8%2419.2%9329.2%15526.1%1230.4% 830.4%1528.3%1736.4%1329.9%1435.2%3427.2%8526.5%17229.0%1025.6% 728.1%1121.5%1226.2%1637.0%614.5%3830.6%8928.0%16427.6%924.6% 28.9%612.4%24.1%25.4%717.9%108.1%237.1%437.3%410.1% 13.5%11.4%24.1%01.0%11.8%75.4%113.5%193.1%01.2% 13.5%36.2%36.2%01.0%511.8%86.3%144.5%325.4%26.2% ----12.3%12.7%--43.2%41.2%91.5%11.9% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 148Page 148 Q6 Opinion of water value Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit 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 t oanswer 142 137 37 326 34 62 76 131 260 4934.7%4029.2%1027.9%6720.6%822.1%1117.6%2228.8%4534.1%6625.6% 4431.0%4532.5%719.3%8726.6%1235.0%1423.3%1722.3%3627.6%8231.7% 3121.6%3022.0%1231.0%10532.2%37.6%2031.9%2431.3%3224.7%8030.9% 96.6%96.9%38.7%278.3%823.3%57.9%34.6%85.7%114.2% 21.5%42.8%26.3%144.3%38.4%46.6%56.7%21.4%51.7% 43.0%53.6%36.8%237.0%12.6%46.5%45.1%53.7%155.6% 21.7%43.1%--41.1%00.8%46.2%11.3%42.8%10.3% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 149Page 149 Q6 Opinion of water value Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Excellent Good Fair Poor Very poor Not sure Prefer not t oanswer 64 224 113 99 85 300 126 26 66 1928.9%6127.3%3228.7%2727.5%1618.8%9331.0%2821.8%934.1%1116.7% 2234.9%5624.8%3228.5%3434.0%2934.2%8528.4%3426.9%830.7%2334.1% 1929.7%7031.3%3026.2%2121.7%1821.6%8127.0%4334.0%519.1%1826.9% --156.7%98.4%66.4%1012.3%165.5%86.2%416.2%57.1% 00.7%73.3%43.4%54.6%11.6%103.3%32.4%--00.5% 35.3%104.4%43.7%55.4%77.7%124.1%43.3%--914.2% 00.4%52.2%11.1%00.3%33.7%20.7%75.3%--00.4% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 150Page 150 Q6 Opinion of water value Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Excellent Good Fair Poor Very poor Not sure Prefer not t oanswer 48 419 74 23 115 20 1429.4%10023.8%2229.2%417.0%3934.1%210.3% 1633.9%11226.8%2229.7%1253.6%3228.0%629.0% 1121.9%12730.4%2128.7%313.6%2219.3%630.4% 59.8%378.9%33.8%29.4%97.5%29.2% 24.0%184.3%11.4%01.1%21.6%16.6% 01.0%194.5%56.2%--87.3%211.9% --51.2%11.0%15.3%22.1%12.6% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 151Page 151 Q7 Contact water District for water service in past 6 mos Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Yes No Not sure Prefer not toanswer 96 81 11 66 25 69 22 48 47 6668.1%5366.2%981.8%66100.0%--4870.0%1565.2%3471.0%3166.4% 2525.6%2227.3%111.4%--25100.0%1623.5%731.9%1021.7%1429.3% 66.0%56.2%16.8%----46.4%12.9%37.3%24.3% 00.3%00.3%-------------- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 152Page 152 Q7 Contact water District for water service in past 6 mos Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Yes No Not sure Prefer not toanswer 7 7 9 10 12 9 19 69 26 675.8%461.1%770.3%547.9%979.8%779.3%1369.8%4565.0%1975.6% 220.8%223.5%329.7%438.1%215.1%220.7%525.4%1928.1%519.3% --115.4%--114.0%15.1%--14.8%56.9%14.1% 03.4%--------------01.0% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 153Page 153 Q7 Contact water District for water service in past 6 mos Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Yes No Not sure Prefer not toanswer 14 14 12 10 8 20 18 85 6 1176.7%1069.9%972.1%876.1%456.8%1260.0%1266.6%5766.8%584.2% 323.3%320.6%323.1%216.9%338.9%525.9%632.0%2326.7%110.5% --17.7%14.8%17.0%04.3%314.1%01.5%56.4%05.3% --01.8%-------------- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 154Page 154 Q7 Contact water District for water service in past 6 mos Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Yes No Not sure Prefer not toanswer 18 22 9 47 9 17 19 19 20 1268.1%1462.8%664.5%3371.5%779.9%1271.8%1472.0%1371.0%1153.8% 529.4%523.6%335.5%1123.4%220.1%426.5%418.6%317.5%840.0% 02.5%313.6%--25.1%--01.6%29.5%211.5%16.2% ------------------ Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 155Page 155 Q7 Contact water District for water service in past 6 mos Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Yes No Not sure Prefer not toanswer 9 20 16 18 24 33 29 7 7 557.6%1469.8%957.8%1376.3%1770.9%2060.5%2068.1%577.4%351.5% 442.4%421.5%635.2%316.7%623.1%1030.0%724.4%222.6%344.4% --28.7%17.0%17.0%16.0%39.5%26.6%--04.0% ------------00.9%---- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 156Page 156 Q7 Contact water District for water service in past 6 mos Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Yes No Not sure Prefer not toanswer 9 57 11 4 21 3 888.0%4273.2%650.0%373.3%1257.3%3100.0% 19.0%1322.8%435.3%113.3%734.7%-- 03.0%23.9%214.7%06.7%28.0%-- ------06.7%---- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 157Page 157 Q8 Contact water District for a reason in past 6 mos Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Yes No Not sure Prefer not toanswer 555 471 52 42 488 422 95 268 265 427.5%326.7%815.6%42100.0%--378.7%44.2%186.7%238.7% 48887.9%42289.5%4280.8%--488100.0%37087.6%8892.4%23487.3%23387.9% 183.2%142.9%23.7%----81.9%33.4%103.9%72.7% 81.4%40.8%------81.8%--62.1%20.7% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 158Page 158 Q8 Contact water District for a reason in past 6 mos Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Yes No Not sure Prefer not toanswer 12 21 26 47 63 88 104 493 49 --13.5%27.9%816.7%58.2%33.0%44.1%387.8%36.6% 12100.0%2096.5%2492.1%3983.3%5384.5%8293.3%9591.0%43888.9%3979.1% --------57.2%11.5%55.0%142.9%36.6% ----------22.2%--20.4%47.7% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 159Page 159 Q8 Contact water District for a reason in past 6 mos Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Yes No Not sure Prefer not toanswer 12 38 34 34 31 105 301 508 32 216.2%13.6%411.7%25.7%413.0%98.8%196.4%387.4%412.1% 972.3%3591.4%3088.3%3088.6%2374.6%9388.1%26989.3%45489.4%2577.6% 111.5%25.0%----412.4%11.3%93.0%122.4%310.3% ------25.7%--21.8%41.3%40.8%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 160Page 160 Q8 Contact water District for a reason in past 6 mos Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Yes No Not sure Prefer not toanswer 124 115 28 279 25 45 57 112 239 107.9%76.0%26.8%238.3%--613.4%58.0%1513.0%145.8% 11189.4%10591.2%2693.2%24186.4%2286.8%3883.6%5292.0%9180.7%22091.8% 32.6%32.8%--93.3%313.2%13.0%--76.3%41.7% ------62.1%--------20.8% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 161Page 161 Q8 Contact water District for a reason in past 6 mos Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Yes No Not sure Prefer not toanswer 55 204 96 81 61 267 97 19 60 36.0%178.4%88.2%55.9%57.6%238.6%77.4%--23.2% 5192.7%18289.1%8789.8%6883.7%5489.3%24190.4%8182.8%1896.2%5287.2% 11.3%31.6%--810.4%23.1%31.0%43.9%13.8%46.4% --20.9%22.0%------65.9%--23.2% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 162Page 162 Q8 Contact water District for a reason in past 6 mos Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Yes No Not sure Prefer not toanswer 40 361 63 19 95 16 511.9%256.9%913.6%--88.6%-- 3383.3%31787.8%5485.2%19100.0%8185.7%16100.0% 24.8%113.2%11.1%--55.7%-- --82.1%-------- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 163Page 163 Q9 Reason for contacting District Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Water-relatedservice issue(leak, waterpressure,quality, etc.) onmy property Report waterwaste / leaks /broken pipes onsomeone else’sproperty Request start /stop of service Questions aboutbilling /payments Make payment /Pay bill Request apaymentextension orarrangement 107 85 17 107 -85 19 52 54 2018.7%1315.9%320.0%2018.7%--1618.8%316.6%1019.0%1018.8% 66.0%55.8%18.4%66.0%--56.3%15.6%24.1%47.9% 1514.1%1113.5%318.7%1514.1%--1011.9%421.9%816.1%712.4% 2826.6%2428.1%422.3%2826.6%--2327.2%529.1%1121.7%1731.2% 1715.9%1619.1%02.6%1715.9%--1417.1%210.6%918.2%813.9% 43.3%33.3%14.2%43.3%--33.3%14.2%24.3%12.4% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 164Page 164 Q9 Reason for contacting District Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Water-relatedservice issue(leak, waterpressure,quality, etc.) onmy property Report waterwaste / leaks /broken pipes onsomeone else’sproperty Request start /stop of service Questions aboutbilling /payments Make payment /Pay bill Request apaymentextension orarrangement 6 5 9 13 15 10 18 83 23 --05.6%03.2%323.6%322.9%218.5%211.8%1720.0%210.2% 05.3%114.5%03.2%02.6%16.9%17.3%18.2%56.5%14.5% ----114.2%218.5%212.4%112.0%525.8%1417.1%14.0% 114.2%120.5%336.1%320.7%214.3%548.6%529.1%2125.7%729.7% 349.1%05.6%113.6%322.0%320.5%04.6%212.8%1113.6%625.2% 226.5%126.0%05.2%----03.3%--22.6%16.1% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 165Page 165 Q9 Reason for contacting District Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Water-relatedservice issue(leak, waterpressure,quality, etc.) onmy property Report waterwaste / leaks /broken pipes onsomeone else’sproperty Request start /stop of service Questions aboutbilling /payments Make payment /Pay bill Request apaymentextension orarrangement 12 11 13 10 8 21 31 95 9 17.3%19.1%324.9%112.6%113.2%315.8%929.6%1718.4%112.2% 02.2%217.0%--17.2%03.9%02.1%38.6%66.5%02.9% 320.8%111.9%17.1%216.6%228.3%417.7%38.0%1212.2%334.2% 429.9%327.1%218.7%436.2%110.3%630.3%927.1%2627.8%218.0% 16.6%327.1%428.9%110.7%03.1%418.2%413.5%1717.9%-- 02.6%15.3%--17.4%05.4%13.4%12.3%32.9%18.6% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 166Page 166 Q9 Reason for contacting District Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Water-relatedservice issue(leak, waterpressure,quality, etc.) onmy property Report waterwaste / leaks /broken pipes onsomeone else’sproperty Request start /stop of service Questions aboutbilling /payments Make payment /Pay bill Request apaymentextension orarrangement 22 20 8 56 7 18 18 28 25 729.5%630.1%19.3%611.3%226.1%13.9%421.9%414.7%625.9% 210.2%15.7%17.7%24.2%--314.0%14.9%11.8%27.6% 210.9%28.8%111.6%1017.6%112.1%526.3%525.2%28.1%15.5% 520.9%524.0%339.5%1628.1%231.5%528.0%318.7%622.3%937.7% 416.5%522.6%112.8%813.7%17.3%212.8%212.5%622.7%311.5% --12.7%113.4%23.5%03.7%13.6%14.0%25.8%01.1% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 167Page 167 Q9 Reason for contacting District Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Water-relatedservice issue(leak, waterpressure,quality, etc.) onmy property Report waterwaste / leaks /broken pipes onsomeone else’sproperty Request start /stop of service Questions aboutbilling /payments Make payment /Pay bill Request apaymentextension orarrangement 8 31 17 18 22 43 27 5 5 17.2%722.2%637.2%315.7%27.1%920.1%415.2%119.8%116.7% 05.4%26.3%--213.2%16.0%37.1%15.4%05.2%-- --412.9%210.4%421.4%314.1%615.0%413.5%117.0%352.1% 114.6%1237.3%316.8%526.7%419.5%1228.1%725.8%122.2%116.7% 117.8%411.7%314.8%211.0%525.5%613.2%622.5%127.3%08.4% 05.4%00.9%18.3%02.5%14.3%13.4%01.2%08.5%06.0% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 168Page 168 Q9 Reason for contacting District Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Water-relatedservice issue(leak, waterpressure,quality, etc.) onmy property Report waterwaste / leaks /broken pipes onsomeone else’sproperty Request start /stop of service Questions aboutbilling /payments Make payment /Pay bill Request apaymentextension orarrangement 12 67 14 3 20 3 216.2%1218.2%426.3%118.2%29.6%251.9% 02.5%12.0%212.4%118.2%212.3%09.0% --1218.6%17.4%--28.2%-- 432.5%2232.5%19.7%127.3%420.6%014.3% 217.4%913.0%212.0%09.1%630.1%010.5% 15.9%12.0%19.7%--14.1%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 169Page 169 Q9 Reason for contacting District Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Serviceinterrupted fornon-payment Find out how toreduce bill Learn about /Participate inrebate program Learn about /Participate inwaterconservationprograms Learn about /Participate ingardening /landscapingclasses Learn how toread your meter Board meetinginformation Other 107 85 17 107 -85 19 52 54 10.8%00.5%02.6%10.8%--11.1%--11.7%-- 44.1%44.9%01.6%44.1%--44.9%01.5%00.9%47.4% 22.2%22.2%02.6%22.2%--22.8%--23.1%11.3% ------------------ 11.3%--17.8%11.3%--11.6%--12.6%-- ------------------ ------------------ 44.1%33.9%14.1%44.1%--33.2%14.9%24.3%23.9% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 170Page 170 Q9 Reason for contacting District Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Serviceinterrupted fornon-payment Find out how toreduce bill Learn about /Participate inrebate program Learn about /Participate inwaterconservationprograms Learn about /Participate ingardening /landscapingclasses Learn how toread your meter Board meetinginformation Other 6 5 9 13 15 10 18 83 23 --------03.1%----00.5%02.0% 04.8%118.5%110.5%--213.1%----11.6%313.7% ----18.4%03.5%----16.7%22.8%-- ------------------ --------------11.6%-- ------------------ ------------------ ----05.6%15.6%03.1%15.6%14.1%45.2%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 171Page 171 Q9 Reason for contacting District Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Serviceinterrupted fornon-payment Find out how toreduce bill Learn about /Participate inrebate program Learn about /Participate inwaterconservationprograms Learn about /Participate ingardening /landscapingclasses Learn how toread your meter Board meetinginformation Other 12 11 13 10 8 21 31 95 9 03.6%--------02.1%--00.5%-- 219.0%--15.7%04.6%05.4%02.1%--22.4%224.2% ------04.6%--02.1%14.6%22.5%-- ------------------ --------116.2%----11.4%-- ------------------ ------------------ 02.1%--212.7%----16.0%13.8%44.6%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 172Page 172 Q9 Reason for contacting District Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Serviceinterrupted fornon-payment Find out how toreduce bill Learn about /Participate inrebate program Learn about /Participate inwaterconservationprograms Learn about /Participate ingardening /landscapingclasses Learn how toread your meter Board meetinginformation Other 22 20 8 56 7 18 18 28 25 ------11.6%06.0%----01.6%-- ------47.9%03.7%15.0%--28.5%01.8% 27.3%----11.3%--02.5%02.5%14.2%01.1% ------------------ ------12.4%------14.8%-- ------------------ ------------------ 13.2%----46.4%----210.4%11.9%27.7% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 173Page 173 Q9 Reason for contacting District Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Serviceinterrupted fornon-payment Find out how toreduce bill Learn about /Participate inrebate program Learn about /Participate inwaterconservationprograms Learn about /Participate ingardening /landscapingclasses Learn how toread your meter Board meetinginformation Other 8 31 17 18 22 43 27 5 5 --01.5%----02.1%--01.7%---- 331.8%----02.5%14.2%36.6%26.1%---- --12.3%--01.5%16.3%12.7%12.7%---- ------------------ --------16.3%-------- ------------------ ------------------ 19.1%12.4%29.8%02.5%13.3%12.4%26.0%---- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 174Page 174 Q9 Reason for contacting District Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Serviceinterrupted fornon-payment Find out how toreduce bill Learn about /Participate inrebate program Learn about /Participate inwaterconservationprograms Learn about /Participate ingardening /landscapingclasses Learn how toread your meter Board meetinginformation Other 12 67 14 3 20 3 --11.4%-------- --46.2%----01.4%-- 03.7%12.0%15.1%--01.4%-- ------------ --------16.8%-- ------------ ------------ 110.2%12.0%110.1%118.2%12.8%014.3% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 175Page 175 Q9 Reason for contacting District Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Change name,address onaccount Relocate Not sure Prefer not toanswer 107 85 17 107 -85 19 52 54 10.7%10.9%--10.7%--10.9%--11.4%-- ------------------ 21.6%11.5%02.6%21.6%--11.2%13.8%11.9%-- 10.7%00.4%02.6%10.7%----01.8%00.6%00.8% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 176Page 176 Q9 Reason for contacting District Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Change name,address onaccount Relocate Not sure Prefer not toanswer 6 5 9 13 15 10 18 83 23 ------03.5%01.9%----10.9%-- ------------------ --------01.9%--01.5%11.2%13.2% --09.3%----------00.5%01.4% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 177Page 177 Q9 Reason for contacting District Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Change name,address onaccount Relocate Not sure Prefer not toanswer 12 11 13 10 8 21 31 95 9 03.6%02.4%----------10.8%-- ------------------ 02.2%--02.0%--114.0%----11.3%-- ------------12.5%10.8%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 178Page 178 Q9 Reason for contacting District Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Change name,address onaccount Relocate Not sure Prefer not toanswer 22 20 8 56 7 18 18 28 25 --01.3%--00.8%------12.6%-- ------------------ --14.8%05.8%00.5%03.7%14.0%--00.9%-- 01.5%----00.8%06.0%-------- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 179Page 179 Q9 Reason for contacting District Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Change name,address onaccount Relocate Not sure Prefer not toanswer 8 31 17 18 22 43 27 5 5 ----02.6%--01.3%-------- ------------------ 18.7%----12.9%--00.6%------ --12.5%------00.8%------ Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 180Page 180 Q9 Reason for contacting District Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Change name,address onaccount Relocate Not sure Prefer not toanswer 12 67 14 3 20 3 15.9%00.7%----01.4%-- ------------ 02.1%00.7%15.1%09.1%01.4%-- 03.7%00.7%02.3%------ Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 181Page 181 Q10 Problem with water service Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Water leak,broken pipe Broken sprinkler Unexpectedlyhigh bill Poor wat erquality, odor,taste Water pressure Other (uniqueresponses) Not sure Prefer not toanswer 20 13 3 20 -16 3 10 10 1048.6%862.6%116.7%1048.6%--853.0%08.4%548.8%548.5% 01.5%02.2%--01.5%----09.9%03.1%-- 314.1%321.0%--314.1%--15.8%262.2%03.3%324.7% 313.4%02.4%--313.4%--214.8%010.6%04.6%222.0% 316.8%110.8%254.8%316.8%--321.1%--328.5%15.4% 14.9%02.0%120.6%14.9%--14.5%08.9%17.3%02.7% 02.3%03.3%--02.3%--02.8%--04.6%-- 01.4%--07.8%01.4%--01.7%----02.7% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 182Page 182 Q10 Problem with water service Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Water leak,broken pipe Broken sprinkler Unexpectedlyhigh bill Poor wat erquality, odor,taste Water pressure Other (uniqueresponses) Not sure Prefer not toanswer -0 0 3 3 2 2 17 2 ----0100.0%136.6%386.4%157.1%165.3%846.5%156.7% --------------01.8%-- ------263.4%--018.0%--315.5%011.9% --------------316.2%-- --0100.0%------024.9%--315.9%011.9% ------------134.7%16.0%-- --------013.6%------019.6% ----------------011.9% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 183Page 183 Q10 Problem with water service Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Water leak,broken pipe Broken sprinkler Unexpectedlyhigh bill Poor wat erquality, odor,taste Water pressure Other (uniqueresponses) Not sure Prefer not toanswer 1 1 3 1 1 3 9 17 1 1100.0%168.5%125.5%163.3%170.5%269.1%337.4%951.0%029.5% ----------09.1%--01.7%-- --031.5%------118.0%220.6%212.8%029.5% ----260.3%--029.5%--04.9%315.4%-- ----014.2%----121.8%223.5%315.1%-- ------------110.7%15.7%-- ------036.7%--------040.9% ------------02.9%---- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 184Page 184 Q10 Problem with water service Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Water leak,broken pipe Broken sprinkler Unexpectedlyhigh bill Poor wat erquality, odor,taste Water pressure Other (uniqueresponses) Not sure Prefer not toanswer 7 6 1 6 2 1 4 4 6 352.3%349.9%062.3%344.4%146.2%1100.0%129.9%253.6%349.5% ------------------ 19.2%236.3%----016.7%----246.4%-- 234.3%----07.1%----247.6%--05.1% 04.2%07.3%037.7%237.1%023.1%--011.3%--234.1% 04.2%111.7%----014.0%------111.2% ------07.1%----011.3%---- ------04.3%---------- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 185Page 185 Q10 Problem with water service Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Water leak,broken pipe Broken sprinkler Unexpectedlyhigh bill Poor wat erquality, odor,taste Water pressure Other (uniqueresponses) Not sure Prefer not toanswer 1 7 6 3 2 9 4 1 1 --572.0%224.6%259.0%149.3%448.4%245.7%174.0%050.0% ----04.7%------07.4%---- --232.7%----021.2%222.3%------ 054.4%--236.7%----226.1%----050.0% ----233.9%015.8%----246.9%026.0%-- 045.6%----125.2%--03.2%------ --------029.4%-------- ------------------ Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 186Page 186 Q10 Problem with water service Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Water leak,broken pipe Broken sprinkler Unexpectedlyhigh bill Poor wat erquality, odor,taste Water pressure Other (uniqueresponses) Not sure Prefer not toanswer 2 12 4 1 2 2 160.8%538.0%263.1%1100.0%142.9%182.7% ----------017.3% 016.4%215.7%117.5%--014.3%-- --219.4%08.8%------ --323.1%----128.6%-- ----119.3%--014.3%-- 022.7%03.7%-------- --------014.3%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 187Page 187 Q11 Problem involved sending a Water District representative Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Yes No Not sure Prefer not toanswer 20 13 3 20 -16 3 10 10 942.4%647.1%262.2%942.4%--849.7%09.9%551.8%333.4% 1048.6%643.7%130.0%1048.6%--743.8%390.1%440.6%656.5% 16.5%15.6%07.8%16.5%--16.5%--02.8%110.1% 02.4%03.6%--02.4%------04.9%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 188Page 188 Q11 Problem involved sending a Water District representative Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Yes No Not sure Prefer not toanswer -0 0 3 3 2 2 17 2 ----0100.0%125.8%257.4%018.0%143.6%847.0%011.2% --0100.0%--274.2%013.6%182.0%156.4%847.2%265.1% --------014.5%----02.9%123.7% --------014.5%----02.9%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 189Page 189 Q11 Problem involved sending a Water District representative Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Yes No Not sure Prefer not toanswer 1 1 3 1 1 3 9 17 1 050.0%031.5%--163.3%--270.0%549.8%845.5%029.5% 050.0%168.5%384.8%036.7%1100.0%013.6%442.0%847.4%170.5% ----------116.4%18.1%14.3%-- ----015.2%--------02.8%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 190Page 190 Q11 Problem involved sending a Water District representative Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Yes No Not sure Prefer not toanswer 7 6 1 6 2 1 4 4 6 350.3%237.3%062.3%234.3%139.8%036.3%06.8%247.3%464.8% 345.5%462.7%037.7%341.9%160.2%063.7%493.2%252.7%227.7% 04.2%----116.2%--------07.5% ------07.6%---------- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 191Page 191 Q11 Problem involved sending a Water District representative Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Yes No Not sure Prefer not toanswer 1 7 6 3 2 9 4 1 1 --454.6%346.5%015.8%170.6%339.8%380.9%--050.0% 1100.0%338.3%346.0%284.2%029.4%554.6%119.1%1100.0%050.0% --07.1%------05.6%------ ----07.5%------------ Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 192Page 192 Q11 Problem involved sending a Water District representative Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Yes No Not sure Prefer not toanswer 2 12 4 1 2 2 139.2%542.6%254.4%050.0%014.3%144.9% 022.7%757.4%245.6%050.0%142.9%-- 013.8%------142.9%027.6% 024.3%--------027.6% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 193Page 193 Q12a Arrive in a timely manner Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Yes No Not sure Prefer not toanswer 9 6 2 9 -8 0 5 3 665.4%687.7%--665.4%--562.9%0100.0%362.7%269.5% ------------------ 227.7%07.1%288.1%227.7%--229.8%--237.3%013.3% 16.9%05.1%011.9%16.9%--17.4%----117.2% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 194Page 194 Q12a Arrive in a timely manner Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Yes No Not sure Prefer not toanswer --0 1 2 0 1 8 0 ----0100.0%041.9%2100.0%0100.0%1100.0%565.4%-- ------------------ ------058.1%------230.4%-- --------------04.2%0100.0% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 195Page 195 Q12a Arrive in a timely manner Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Yes No Not sure Prefer not toanswer 0 0 -1 -2 5 8 0 --0100.0%--1100.0%--275.0%358.7%566.1%0100.0% ------------------ 0100.0%----------241.3%229.8%-- ----------125.0%--04.1%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 196Page 196 Q12a Arrive in a timely manner Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Yes No Not sure Prefer not toanswer 3 2 0 2 1 0 0 2 4 3100.0%154.9%0100.0%012.5%041.9%--0100.0%2100.0%253.9% ------------------ --019.7%--287.5%058.1%------246.1% --125.4%------0100.0%------ Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 197Page 197 Q12a Arrive in a timely manner Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Yes No Not sure Prefer not toanswer -4 3 0 1 3 3 -0 --391.3%121.0%0100.0%1100.0%3100.0%142.0%--0100.0% ------------------ ----279.0%------258.0%---- --08.7%-------------- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 198Page 198 Q12a Arrive in a timely manner Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Yes No Not sure Prefer not toanswer 1 5 2 0 0 1 041.9%354.4%283.9%--0100.0%1100.0% ------------ 058.1%245.6%-------- ----016.1%0100.0%---- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 199Page 199 Q12b Accurately assess the problem Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Yes No Not sure Prefer not toanswer 9 6 2 9 -8 0 5 3 674.5%6100.0%--674.5%--672.7%0100.0%362.7%392.4% 222.4%--288.1%222.4%--224.1%--237.3%-- ------------------ 03.0%--011.9%03.0%--03.2%----07.6% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 200Page 200 Q12b Accurately assess the problem Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Yes No Not sure Prefer not toanswer --0 1 2 0 1 8 0 ----0100.0%1100.0%2100.0%0100.0%1100.0%675.4%-- --------------224.6%-- ------------------ ----------------0100.0% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 201Page 201 Q12b Accurately assess the problem Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Yes No Not sure Prefer not toanswer 0 0 -1 -2 5 8 0 0100.0%0100.0%--1100.0%--288.9%358.7%675.9%0100.0% ------------241.3%224.1%-- ------------------ ----------011.1%------ Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 202Page 202 Q12b Accurately assess the problem Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Yes No Not sure Prefer not toanswer 3 2 0 2 1 0 0 2 4 3100.0%288.8%0100.0%012.5%1100.0%--0100.0%2100.0%253.9% ------287.5%--------246.1% ------------------ --011.2%------0100.0%------ Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 203Page 203 Q12b Accurately assess the problem Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Yes No Not sure Prefer not toanswer -4 3 0 1 3 3 -0 --4100.0%136.1%0100.0%1100.0%3100.0%142.0%--0100.0% ----263.9%------258.0%---- ------------------ ------------------ Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 204Page 204 Q12b Accurately assess the problem Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Yes No Not sure Prefer not toanswer 1 5 2 0 0 1 1100.0%363.1%2100.0%--0100.0%1100.0% --236.9%-------- ------------ ------0100.0%---- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 205Page 205 Q12c Clearly explain the nature of the problem, how it can be fixed Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Yes No Not sure Prefer not toanswer 9 6 2 9 -8 0 5 3 561.6%582.6%--561.6%--558.8%0100.0%356.3%269.5% 226.3%05.1%288.1%226.3%--228.2%--243.7%-- ------------------ 112.2%112.3%011.9%112.2%--113.0%----130.5% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 206Page 206 Q12c Clearly explain the nature of the problem, how it can be fixed Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Yes No Not sure Prefer not toanswer --0 1 2 0 1 8 0 ----0100.0%041.9%2100.0%--1100.0%561.2%-- ----------0100.0%--228.8%-- ------------------ ------058.1%------110.0%0100.0% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 207Page 207 Q12c Clearly explain the nature of the problem, how it can be fixed Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Yes No Not sure Prefer not toanswer 0 0 -1 -2 5 8 0 ------1100.0%--275.0%358.7%566.1%-- --0100.0%--------241.3%224.1%0100.0% ------------------ 0100.0%--------125.0%--19.8%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 208Page 208 Q12c Clearly explain the nature of the problem, how it can be fixed Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Yes No Not sure Prefer not toanswer 3 2 0 2 1 0 0 2 4 390.1%154.9%0100.0%012.5%----0100.0%2100.0%253.9% 09.9%----287.5%041.9%------246.1% ------------------ --145.1%----058.1%0100.0%------ Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 209Page 209 Q12c Clearly explain the nature of the problem, how it can be fixed Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Yes No Not sure Prefer not toanswer -4 3 0 1 3 3 -0 --391.3%121.0%0100.0%169.9%3100.0%142.0%--0100.0% ----263.9%--030.1%--258.0%---- ------------------ --08.7%015.1%------------ Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 210Page 210 Q12c Clearly explain the nature of the problem, how it can be fixed Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Yes No Not sure Prefer not toanswer 1 5 2 0 0 1 --354.4%167.8%--0100.0%1100.0% 041.9%236.9%016.1%------ ------------ 058.1%08.7%016.1%0100.0%---- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 211Page 211 Q13 Issue resolved in a timely manner Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Resolved withsingle contact Multiplecontactsrequired Issue was notresolved Not sure Prefer not toanswer 107 85 17 107 -85 19 52 54 6359.0%5969.9%315.0%6359.0%--5058.6%1267.4%3057.0%3360.7% 2321.9%1619.0%526.8%2321.9%--1922.6%420.6%1121.3%1222.9% 1917.4%89.6%1055.7%1917.4%--1517.8%212.0%1120.8%813.9% 10.8%11.1%--10.8%--00.5%--00.9%00.8% 10.8%00.5%02.6%10.8%--00.5%----11.7% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 212Page 212 Q13 Issue resolved in a timely manner Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Resolved withsingle contact Multiplecontactsrequired Issue was notresolved Not sure Prefer not toanswer 6 5 9 13 15 10 18 83 23 469.6%246.3%563.2%972.3%1069.3%438.8%1161.7%4959.4%1460.1% 05.3%120.5%218.0%19.2%211.4%444.6%530.4%1821.3%523.6% 125.1%124.0%113.5%218.5%319.3%216.6%17.9%1517.7%416.3% --------------00.5%-- --09.3%05.2%--------11.1%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 213Page 213 Q13 Issue resolved in a timely manner Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Resolved withsingle contact Multiplecontactsrequired Issue was notresolved Not sure Prefer not toanswer 12 11 13 10 8 21 31 95 9 758.1%761.8%752.9%878.7%335.8%1151.0%2166.4%5861.0%444.7% 213.5%431.8%324.4%19.2%229.9%627.6%618.7%2020.7%226.1% 428.4%16.4%219.1%17.4%228.9%521.5%413.5%1616.9%329.2% ----03.5%--05.4%----00.5%-- ------04.6%----01.4%11.0%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 214Page 214 Q13 Issue resolved in a timely manner Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Resolved withsingle contact Multiplecontactsrequired Issue was notresolved Not sure Prefer not toanswer 22 20 8 56 7 18 18 28 25 1464.5%1468.2%447.1%3155.0%454.1%1055.0%1053.2%1658.1%1870.8% 626.7%316.7%337.9%1119.8%118.1%528.7%423.6%621.9%313.5% 16.7%315.1%115.1%1322.7%115.7%213.8%423.3%620.0%415.7% ------11.6%06.0%-------- 02.0%----00.8%06.0%02.5%------ Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 215Page 215 Q13 Issue resolved in a timely manner Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Resolved withsingle contact Multiplecontactsrequired Issue was notresolved Not sure Prefer not toanswer 8 31 17 18 22 43 27 5 5 453.0%2271.2%739.6%1160.4%1462.7%2967.7%1761.7%475.0%347.9% 110.9%39.7%635.8%632.1%416.6%615.1%414.7%125.0%243.8% 336.1%517.6%422.0%17.5%418.7%717.1%621.9%--08.4% ----02.6%------------ --01.5%----02.1%--01.7%---- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 216Page 216 Q13 Issue resolved in a timely manner Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Resolved withsingle contact Multiplecontactsrequired Issue was notresolved Not sure Prefer not toanswer 12 67 14 3 20 3 543.6%4161.2%641.0%272.7%1364.4%248.1% 538.9%1318.7%534.1%118.2%421.9%137.6% 213.9%1217.4%424.9%09.1%313.7%014.3% --11.4%-------- 03.7%11.4%-------- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 217Page 217 Q14 Satisfaction with issue resolved Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Yes No Not sure Prefer not toanswer 107 85 17 107 -85 19 52 54 7267.1%6475.6%421.0%7267.1%--5564.3%1683.8%3567.7%3666.3% 2926.7%1719.8%1165.6%2926.7%--2529.5%313.8%1325.0%1528.2% 44.0%33.5%15.2%44.0%--44.6%02.4%36.3%11.9% 22.2%11.1%18.2%22.2%--11.7%--00.9%23.5% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 218Page 218 Q14 Satisfaction with issue resolved Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Yes No Not sure Prefer not toanswer 6 5 9 13 15 10 18 83 23 474.4%355.5%667.0%1081.5%1174.3%659.3%1689.5%5667.3%1566.9% 119.8%129.6%222.5%218.5%322.4%440.7%17.9%2227.1%626.1% 05.7%05.6%05.2%------02.6%33.4%14.7% --09.3%05.2%--03.3%----22.2%12.4% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 219Page 219 Q14 Satisfaction with issue resolved Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Yes No Not sure Prefer not toanswer 12 11 13 10 8 21 31 95 9 868.0%975.0%971.4%663.8%445.1%1256.8%2475.8%6669.6%446.7% 432.0%221.0%216.6%331.6%331.9%837.7%620.5%2526.7%329.2% --04.0%18.2%--222.9%02.1%01.4%21.8%224.2% ----03.8%04.6%--13.4%12.3%21.9%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 220Page 220 Q14 Satisfaction with issue resolved Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Yes No Not sure Prefer not toanswer 22 20 8 56 7 18 18 28 25 1879.3%1680.1%560.5%3358.3%566.2%1160.1%1474.3%1968.7%1767.7% 418.7%418.7%339.5%1831.1%221.8%423.6%423.3%829.7%831.2% ------47.7%06.0%212.3%02.5%01.6%01.1% 02.0%01.3%--22.9%06.0%13.9%------ Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 221Page 221 Q14 Satisfaction with issue resolved Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Yes No Not sure Prefer not toanswer 8 31 17 18 22 43 27 5 5 560.6%2064.7%1164.2%1478.6%1569.2%3069.4%1971.8%5100.0%356.2% 336.1%1032.3%530.4%421.4%523.0%1228.1%726.5%---- 03.3%01.5%02.6%--13.6%12.5%----243.8% --01.5%02.8%--14.2%--01.7%---- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 222Page 222 Q14 Satisfaction with issue resolved Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Yes No Not sure Prefer not toanswer 12 67 14 3 20 3 756.8%4364.4%1067.7%272.7%1575.4%262.4% 431.9%1928.0%430.0%118.2%421.9%123.3% 03.7%45.6%02.3%--01.4%-- 17.6%12.0%--09.1%01.4%014.3% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 223Page 223 Q15a Your ability to reach a service representative Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not toanswer 107 85 17 107 -85 19 52 54 5148.0%4755.0%319.7%5148.0%--3642.8%1474.0%2549.0%2647.9% 2624.0%1921.9%635.7%2624.0%--2225.3%316.1%917.5%1628.9% 1311.7%1011.5%213.4%1311.7%--1214.4%01.5%713.9%59.8% 65.9%11.2%317.7%65.9%--66.7%01.8%47.3%34.6% 43.4%33.7%02.6%43.4%--22.8%16.6%35.0%11.9% 87.0%66.6%210.9%87.0%--77.8%--47.4%46.8% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 224Page 224 Q15a Your ability to reach a service representative Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not toanswer 6 5 9 13 15 10 18 83 23 474.0%240.6%670.5%644.6%851.9%661.8%1162.7%3845.2%1357.3% 115.4%120.5%217.4%111.4%323.8%438.2%423.9%2125.7%419.7% 04.8%124.0%--03.5%213.1%--16.7%911.4%313.7% --05.6%--215.0%01.9%--02.6%56.4%13.2% 05.7%--03.8%--19.3%--14.1%22.5%14.9% --09.3%18.3%325.6%------78.8%01.2% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 225Page 225 Q15a Your ability to reach a service representative Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not toanswer 12 11 13 10 8 21 31 95 9 539.1%868.9%646.0%766.6%223.3%735.4%1753.8%4749.2%336.7% 323.0%112.8%323.7%113.8%228.2%732.2%825.1%2425.2%113.0% 324.7%111.9%02.1%219.5%339.2%15.0%25.2%88.9%445.3% 03.6%02.4%218.5%--03.9%312.5%00.9%66.2%-- 19.5%04.0%19.6%----13.7%--32.9%05.0% --------05.4%211.2%515.0%77.7%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 226Page 226 Q15a Your ability to reach a service representative Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not toanswer 22 20 8 56 7 18 18 28 25 1252.8%1365.2%451.2%2239.1%228.7%951.4%1053.9%1554.5%1143.7% 522.8%420.4%448.8%1322.5%227.8%423.3%422.8%724.3%729.3% 13.2%15.1%--1119.1%19.7%318.0%--518.4%310.6% 311.4%01.3%--46.3%06.0%01.5%420.9%--01.3% 01.2%14.4%--24.4%221.8%01.8%02.5%12.8%01.8% 28.7%13.5%--58.7%06.0%14.0%----313.2% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 227Page 227 Q15a Your ability to reach a service representative Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not toanswer 8 31 17 18 22 43 27 5 5 446.5%1754.6%530.8%1161.0%1047.6%2353.9%1453.9%347.7%347.9% 223.2%619.1%741.9%423.6%314.1%818.9%830.7%238.6%-- 226.3%38.7%16.8%211.4%311.7%410.0%14.4%--243.8% 03.9%26.2%211.0%14.0%02.1%510.8%01.0%05.2%-- --01.5%16.8%--27.2%11.8%12.9%08.5%08.4% --310.0%02.6%--417.3%24.5%27.1%---- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 228Page 228 Q15a Your ability to reach a service representative Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not toanswer 12 67 14 3 20 3 538.6%2942.9%746.1%281.8%1157.6%271.4% 432.8%1826.3%429.5%09.1%313.8%128.6% 18.0%811.3%212.4%09.1%315.0%-- 15.9%57.7%02.3%--14.1%-- --34.1%14.6%--01.4%-- 214.7%57.7%15.1%--28.2%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 229Page 229 Q15b The courtesy of the service representative Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not toanswer 107 85 17 107 -85 19 52 54 6762.4%6171.5%528.7%6762.4%--5058.8%1477.9%3057.6%3666.7% 1918.2%1416.1%527.5%1918.2%--1619.2%314.6%1019.9%916.3% 22.2%11.4%16.7%22.2%--21.9%14.2%23.1%11.4% 65.6%22.6%420.3%65.6%--56.1%13.2%48.0%23.5% 33.2%22.3%15.9%33.2%--34.0%--24.0%12.5% 98.4%56.1%210.9%98.4%--910.0%--47.4%59.5% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 230Page 230 Q15b The courtesy of the service representative Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not toanswer 6 5 9 13 15 10 18 83 23 463.8%246.3%777.5%753.8%964.9%775.4%1165.3%5364.0%1356.6% 120.2%114.9%110.5%15.7%425.7%220.0%317.2%1416.5%625.5% --09.3%--------16.7%11.8%14.0% 04.8%114.7%03.8%215.0%16.2%--16.7%45.1%26.6% 111.1%05.6%----03.1%04.6%14.1%22.0%16.0% --09.3%18.3%325.6%------910.5%01.2% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 231Page 231 Q15b The courtesy of the service representative Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not toanswer 12 11 13 10 8 21 31 95 9 756.9%764.7%751.7%878.7%783.5%1257.1%1960.8%6062.9%660.8% 326.3%322.3%214.4%221.3%112.6%312.0%619.6%1616.6%336.1% 17.3%--03.5%--03.9%--12.3%22.5%-- 03.6%--15.7%----419.6%12.3%55.6%03.0% 15.8%113.0%19.6%--------33.2%-- ----215.0%----211.2%515.0%99.2%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 232Page 232 Q15b The courtesy of the service representative Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not toanswer 22 20 8 56 7 18 18 28 25 1358.7%1676.9%787.2%3154.9%450.4%1371.6%951.4%2277.1%1455.7% 314.0%312.5%112.8%1322.7%112.1%419.5%420.4%415.9%522.2% 01.5%13.5%--12.4%06.0%----01.6%14.2% 15.3%----58.6%19.7%--315.4%13.7%12.9% 13.3%13.5%--23.5%115.7%15.0%02.5%01.6%01.8% 417.3%13.5%--47.9%06.0%14.0%210.4%--313.2% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 233Page 233 Q15b The courtesy of the service representative Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not toanswer 8 31 17 18 22 43 27 5 5 453.0%2166.8%1058.1%1263.3%1255.2%2764.4%1866.4%244.4%591.6% 339.7%514.7%319.9%526.2%312.6%818.5%415.5%238.6%08.4% 03.9%----14.0%02.1%11.8%01.7%---- 03.3%38.5%14.2%02.5%27.8%25.5%26.6%---- ----16.8%14.0%15.0%00.8%12.7%117.0%-- --310.0%211.0%--417.3%49.0%27.1%---- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 234Page 234 Q15b The courtesy of the service representative Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not toanswer 12 67 14 3 20 3 757.5%3958.4%963.1%3100.0%1469.9%262.4% 213.5%1420.7%19.7%--316.4%128.6% --12.0%17.4%------ 111.8%45.6%212.4%--12.8%-- 02.5%23.4%02.3%--12.8%09.0% 214.7%79.9%15.1%--28.2%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 235Page 235 Q15c The knowledge and expertise of the service representative Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not toanswer 107 85 17 107 -85 19 52 54 6055.6%5362.9%527.3%6055.6%--4451.6%1371.7%2751.3%3360.7% 2220.8%1720.1%530.0%2220.8%--2023.3%211.2%1019.5%1120.7% 43.5%22.8%15.9%43.5%--33.4%14.2%35.7%11.4% 76.2%33.3%317.7%76.2%--67.5%--59.6%23.0% 65.6%44.8%18.3%65.6%--44.2%213.0%36.6%34.7% 98.4%56.1%210.9%98.4%--910.0%--47.4%59.5% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 236Page 236 Q15c The knowledge and expertise of the service representative Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not toanswer 6 5 9 13 15 10 18 83 23 468.7%246.3%674.3%650.2%958.7%548.6%1160.2%4655.2%1356.6% 110.6%114.9%113.6%17.1%428.9%334.7%317.2%1720.0%625.5% 05.3%09.3%03.8%02.1%--17.4%14.1%22.6%26.8% --120.3%--215.0%03.1%04.6%29.3%56.2%15.2% 115.4%------19.3%04.6%29.3%45.4%14.7% --09.3%18.3%325.6%------910.5%01.2% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 237Page 237 Q15c The knowledge and expertise of the service representative Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not toanswer 12 11 13 10 8 21 31 95 9 645.4%764.8%646.8%878.7%666.3%943.3%1857.9%5356.2%555.8% 432.0%218.2%215.8%19.2%224.3%522.4%721.1%1919.6%331.1% 15.8%16.6%03.5%--05.4%12.8%12.3%33.4%05.0% 17.3%02.4%03.5%----418.1%13.7%66.5%-- 19.5%18.0%215.3%112.0%03.9%02.1%--55.1%18.0% ----215.0%----211.2%515.0%99.2%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 238Page 238 Q15c The knowledge and expertise of the service representative Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not toanswer 22 20 8 56 7 18 18 28 25 1254.2%1362.4%457.0%3053.2%232.3%1265.1%948.9%1968.5%1250.2% 520.4%418.2%339.5%1119.5%224.1%419.4%212.5%724.6%625.8% --15.7%--34.5%--15.7%14.0%12.8%12.9% 13.3%13.5%--59.1%112.1%01.5%315.4%12.6%12.9% 14.8%16.6%03.5%35.9%225.4%14.3%28.9%01.6%15.0% 417.3%13.5%--47.9%06.0%14.0%210.4%--313.2% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 239Page 239 Q15c The knowledge and expertise of the service representative Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not toanswer 8 31 17 18 22 43 27 5 5 444.4%1961.5%844.4%1158.4%1149.8%2661.0%1660.3%354.7%483.3% 443.0%515.2%531.0%317.2%418.0%920.6%413.2%228.3%-- 05.4%00.9%--18.0%15.0%11.7%14.6%---- --310.0%16.8%16.5%14.2%24.5%27.1%--08.4% 17.2%12.4%16.8%210.0%15.7%13.2%27.8%117.0%08.4% --310.0%211.0%--417.3%49.0%27.1%---- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 240Page 240 Q15c The knowledge and expertise of the service representative Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not toanswer 12 67 14 3 20 3 436.1%3450.1%858.1%272.7%1468.5%262.4% 432.7%1623.6%214.7%127.3%313.7%128.6% 14.7%22.7%17.4%--12.8%09.0% 111.8%56.9%110.1%--12.8%-- --56.8%14.6%--14.1%-- 214.7%79.9%15.1%--28.2%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 241Page 241 Q16a California Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Improving Staying aboutthe same Getting worse Not sure Prefer not toanswer 651 552 63 107 513 491 118 315 312 517.8%468.4%46.1%1513.8%326.3%418.3%86.7%247.8%247.8% 19229.5%16830.5%1828.9%3128.9%15029.3%14830.1%3025.5%9229.2%9630.8% 34052.3%27850.4%3656.5%5248.6%27453.5%25451.8%6857.8%17254.6%15750.4% 619.3%549.8%47.0%76.8%5110.0%438.7%119.6%247.7%3210.1% 71.1%40.8%11.4%21.9%51.0%61.2%00.4%20.7%30.9% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 242Page 242 Q16a California Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Improving Staying aboutthe same Getting worse Not sure Prefer not toanswer 19 28 36 57 75 97 123 561 75 15.7%310.6%617.4%46.5%79.6%65.7%119.3%397.0%1013.0% 1052.1%1035.6%1542.8%2543.4%2027.3%2727.4%3831.0%16128.7%2938.3% 525.9%1345.6%1130.2%2035.3%4154.5%6163.0%6754.4%30554.4%2634.2% 316.3%28.2%38.3%712.5%68.6%43.8%64.9%508.9%1013.9% ----01.3%12.4%----00.4%61.1%00.6% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 243Page 243 Q16a California Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Improving Staying aboutthe same Getting worse Not sure Prefer not toanswer 26 52 46 44 38 125 320 593 38 313.6%1018.6%612.7%37.4%36.7%118.8%154.7%467.7%25.5% 1246.1%1222.1%1840.0%1330.5%1027.0%3326.8%9329.2%17329.2%1129.8% 1037.3%2649.7%1533.5%2148.2%2153.9%6653.0%18156.7%31052.3%2463.9% 01.3%59.7%613.8%613.0%411.2%129.4%278.5%579.6%00.9% 01.8%----01.0%01.2%32.1%30.9%71.2%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 244Page 244 Q16a California Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Improving Staying aboutthe same Getting worse Not sure Prefer not toanswer 142 137 37 326 34 62 76 131 260 128.4%74.9%12.3%319.6%24.7%58.4%1114.8%129.1%124.7% 3625.4%3726.7%718.9%10732.7%1233.8%2743.9%1823.9%3325.5%8332.1% 8660.5%8461.0%2669.9%14243.6%1851.3%2743.3%3951.5%7355.5%13752.8% 75.2%107.5%25.2%4112.5%38.9%23.6%79.7%139.9%2710.2% 10.5%--13.6%51.5%01.3%00.7%----00.1% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 245Page 245 Q16a California Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Improving Staying aboutthe same Getting worse Not sure Prefer not toanswer 64 224 113 99 85 300 126 26 66 22.7%83.5%108.9%1413.7%1315.3%113.7%1814.0%416.1%710.3% 2336.2%6127.0%3833.9%3434.0%2024.0%8829.3%5039.2%1141.8%2131.5% 3453.4%13660.7%5750.8%4545.6%3946.4%18662.1%4334.4%934.3%2435.7% 57.6%188.1%54.3%76.7%1113.3%144.8%1512.1%27.7%1522.4% --20.7%22.1%--11.1%00.1%00.4%---- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 246Page 246 Q16a California Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Improving Staying aboutthe same Getting worse Not sure Prefer not toanswer 48 419 74 23 115 20 36.5%358.3%68.0%16.4%86.8%12.7% 816.1%13231.6%1824.2%941.1%2824.2%523.7% 3572.2%21350.8%4559.8%1148.3%6052.2%1260.2% 24.7%358.4%68.0%14.1%1613.9%313.4% 00.6%40.9%----32.8%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 247Page 247 Q16b Southern California Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Improving Staying aboutthe same Getting worse Not sure Prefer not toanswer 651 552 63 107 513 491 118 315 312 396.0%366.6%23.6%109.2%265.0%306.0%86.4%185.7%196.2% 18929.0%16630.2%1625.9%3330.5%14628.6%15030.5%2824.0%9630.3%8828.1% 35254.1%28752.0%4062.7%5551.6%28254.9%26253.5%7160.7%17555.4%16853.8% 649.9%5810.6%46.3%87.1%5410.6%448.9%108.6%257.9%3511.1% 61.0%40.7%11.4%21.5%50.9%51.0%00.4%20.7%20.7% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 248Page 248 Q16b Southern California Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Improving Staying aboutthe same Getting worse Not sure Prefer not toanswer 19 28 36 57 75 97 123 561 75 13.3%13.6%514.1%46.9%45.8%54.8%97.4%295.1%911.4% 737.9%1035.6%1439.5%2544.4%2330.3%2324.2%4436.0%16329.1%2432.2% 734.2%1345.6%1029.0%2137.2%4054.1%6364.6%6653.8%31155.5%3039.9% 524.6%415.2%617.5%59.1%79.8%66.4%32.4%529.3%1215.9% ------12.4%----00.4%61.0%00.6% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 249Page 249 Q16b Southern California Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Improving Staying aboutthe same Getting worse Not sure Prefer not toanswer 26 52 46 44 38 125 320 593 38 311.8%610.7%36.0%49.2%00.8%107.9%144.3%356.0%13.4% 1350.5%1120.4%2044.4%1330.3%1129.6%3930.8%8125.5%17329.2%1129.4% 934.7%2751.1%1736.6%2352.1%2155.9%6551.9%19159.6%32054.0%2258.8% 01.3%917.8%613.0%48.4%512.4%97.2%319.8%589.8%38.3% 01.8%------01.2%32.1%30.8%61.1%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 250Page 250 Q16b Southern California Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Improving Staying aboutthe same Getting worse Not sure Prefer not toanswer 142 137 37 326 34 62 76 131 260 107.1%32.5%12.3%257.6%12.6%45.7%79.5%107.4%93.4% 3222.4%4331.5%924.9%10030.8%925.7%2743.0%2127.2%3929.5%7830.2% 8962.5%7957.7%2464.2%15648.0%2161.5%2946.7%4154.6%7053.5%13953.4% 118.0%118.3%24.9%4012.1%38.9%34.6%78.8%129.5%3413.0% ----13.6%51.5%01.3%-------- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 251Page 251 Q16b Southern California Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Improving Staying aboutthe same Getting worse Not sure Prefer not toanswer 64 224 113 99 85 300 126 26 66 22.7%62.7%65.3%1111.5%1011.5%103.4%1410.8%312.4%69.6% 1929.3%5825.9%4035.3%2929.1%2934.0%8026.6%4938.6%1246.6%2232.9% 3554.3%14062.3%5952.2%4848.9%3844.6%18862.8%4939.1%829.7%2740.1% 913.6%198.5%65.1%1010.4%89.4%227.2%1511.5%311.3%1217.4% --10.6%22.1%--00.5%-------- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 252Page 252 Q16b Southern California Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Improving Staying aboutthe same Getting worse Not sure Prefer not toanswer 48 419 74 23 115 20 00.8%255.9%57.0%210.6%65.2%15.3% 1019.8%12630.1%2027.3%732.8%3026.4%422.4% 3674.5%22854.4%4358.1%1252.4%5849.9%1260.2% 24.3%378.8%67.6%14.1%1816.0%212.1% 00.6%30.8%----32.6%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 253Page 253 Q16c San Diego County Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Improving Staying aboutthe same Getting worse Not sure Prefer not toanswer 651 552 63 107 513 491 118 315 312 477.3%448.1%23.6%1211.1%316.1%367.3%97.6%237.4%227.0% 23035.4%20036.3%2336.7%3230.1%18636.3%17635.9%4135.2%12339.0%10232.8% 31247.9%25446.0%3352.3%5450.3%24547.8%24048.8%5446.1%14646.2%15750.3% 548.3%478.4%45.9%66.0%458.8%336.7%1210.4%206.4%289.0% 81.2%71.2%11.4%32.4%51.0%61.2%10.8%31.0%30.9% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 254Page 254 Q16c San Diego County Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Improving Staying aboutthe same Getting worse Not sure Prefer not toanswer 19 28 36 57 75 97 123 561 75 15.7%310.6%514.1%59.0%45.8%66.2%97.6%356.2%1013.3% 1050.8%1242.6%1746.9%2747.9%2432.0%3434.9%4940.1%19835.3%2736.2% 420.4%1037.6%1028.2%2034.2%4053.1%5658.1%5948.0%27749.4%2836.8% 423.1%39.2%39.6%58.9%68.4%10.8%54.0%447.9%1013.1% ----01.3%--00.6%--00.4%71.2%00.6% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 255Page 255 Q16c San Diego County Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Improving Staying aboutthe same Getting worse Not sure Prefer not toanswer 26 52 46 44 38 125 320 593 38 310.0%611.6%49.5%48.6%25.8%107.7%195.8%427.1%24.6% 1246.5%2241.5%2349.2%1636.5%1129.5%4636.8%10031.4%20835.1%1437.1% 936.9%2139.4%1532.9%2045.2%1949.2%5947.6%16852.7%28648.3%1951.2% 13.0%47.5%48.4%49.7%513.1%75.8%299.0%498.2%25.9% 13.5%------12.4%32.1%31.0%71.2%01.2% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 256Page 256 Q16c San Diego County Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Improving Staying aboutthe same Getting worse Not sure Prefer not toanswer 142 137 37 326 34 62 76 131 260 1610.9%43.0%12.3%278.2%12.6%58.8%79.5%139.6%124.4% 3524.8%5842.7%1437.5%11635.5%1131.3%2641.8%2735.3%4735.9%9637.1% 8459.3%6648.5%1541.3%14444.2%1749.0%2844.8%3344.2%6348.0%12749.1% 74.6%85.9%514.0%3410.4%515.8%34.6%811.1%85.9%249.4% 00.3%--24.8%51.7%01.3%----10.7%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 257Page 257 Q16c San Diego County Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Improving Staying aboutthe same Getting worse Not sure Prefer not toanswer 64 224 113 99 85 300 126 26 66 46.4%73.1%98.3%1212.3%1011.7%123.9%1612.6%414.2%710.7% 2030.9%7232.0%4338.3%3737.7%3642.5%10133.6%5140.6%1246.4%2639.0% 3249.5%12756.7%5246.6%4343.7%3035.7%17056.8%4636.1%831.0%2030.7% 813.2%167.2%54.7%65.8%89.6%175.6%129.1%26.7%1319.6% --21.1%22.1%00.5%00.5%00.2%21.5%01.8%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 258Page 258 Q16c San Diego County Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Improving Staying aboutthe same Getting worse Not sure Prefer not toanswer 48 419 74 23 115 20 37.2%327.7%68.0%210.6%65.4%12.7% 1429.4%14835.3%2736.0%837.0%4034.6%735.6% 3062.3%20548.9%3648.4%1148.3%5144.0%1048.4% 00.6%286.7%67.6%14.1%1714.6%313.4% 00.6%61.5%----21.4%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 259Page 259 Q16d Otay Water District's service area Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Improving Staying aboutthe same Getting worse Not sure Prefer not toanswer 651 552 63 107 513 491 118 315 312 568.6%539.5%34.1%109.0%428.2%438.8%97.3%309.5%247.6% 26140.1%23542.6%1727.3%4138.7%20740.3%20141.0%4739.7%13442.6%11938.3% 26240.3%20737.4%3555.3%4643.2%20339.6%20040.7%4639.5%12439.5%13041.6% 639.7%549.7%68.9%87.5%5410.5%398.0%1512.7%247.6%3511.2% 91.3%40.7%34.4%21.5%71.4%71.5%10.8%30.8%41.3% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 260Page 260 Q16d Otay Water District's service area Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Improving Staying aboutthe same Getting worse Not sure Prefer not toanswer 19 28 36 57 75 97 123 561 75 15.7%310.6%39.8%711.8%68.0%87.9%119.1%447.9%912.6% 840.9%1555.1%1851.5%2849.0%3445.1%3738.1%5544.5%22540.1%3039.9% 420.2%726.1%926.6%1729.0%3040.8%4850.0%4637.5%22840.7%2736.0% 633.1%28.2%410.8%47.0%46.0%44.0%118.6%559.8%810.8% ----01.3%23.2%----00.4%81.4%00.6% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 261Page 261 Q16d Otay Water District's service area Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Improving Staying aboutthe same Getting worse Not sure Prefer not toanswer 26 52 46 44 38 125 320 593 38 311.8%814.9%49.2%512.3%25.8%129.7%216.6%518.6%13.4% 1453.2%2241.6%2553.7%1739.3%1744.8%4536.2%12137.8%23239.2%2359.6% 830.1%1834.2%1225.7%1431.5%1437.4%5443.6%14244.5%24240.8%1232.1% 13.0%48.4%511.4%716.9%410.8%118.4%319.7%6010.0%13.6% 01.8%00.9%----01.2%32.1%51.4%81.4%01.2% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 262Page 262 Q16d Otay Water District's service area Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Improving Staying aboutthe same Getting worse Not sure Prefer not toanswer 142 137 37 326 34 62 76 131 260 1711.6%85.7%12.3%298.8%13.4%812.2%911.6%118.3%176.7% 4834.1%6144.4%1746.7%13140.3%924.9%3048.1%3242.0%5642.7%10741.3% 6747.4%5741.3%1437.7%12137.0%1749.0%1930.1%2735.6%5441.4%10640.9% 85.5%128.7%38.4%4012.4%721.4%46.5%810.7%97.2%2810.9% 21.3%--24.8%51.5%01.3%23.1%--00.3%00.2% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 263Page 263 Q16d Otay Water District's service area Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Improving Staying aboutthe same Getting worse Not sure Prefer not toanswer 64 224 113 99 85 300 126 26 66 46.4%104.6%119.4%99.0%1417.1%165.4%2015.5%26.7%711.1% 2742.1%9140.6%4438.9%4343.8%3642.6%11538.4%5946.4%1664.1%2943.0% 2641.3%9843.7%4741.7%4040.2%2631.2%14448.2%3124.8%520.8%1928.8% 69.5%229.7%98.3%66.5%78.5%247.9%1511.9%26.7%1117.1% 00.7%31.5%21.7%00.5%00.5%00.2%21.5%01.8%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 264Page 264 Q16d Otay Water District's service area Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Improving Staying aboutthe same Getting worse Not sure Prefer not toanswer 48 419 74 23 115 20 611.9%389.1%56.6%210.6%108.5%12.7% 1428.7%17140.9%3141.3%1043.4%3933.9%1050.1% 2755.0%17140.8%3141.2%833.6%4740.4%632.5% 23.9%337.8%810.9%312.4%1714.6%314.7% 00.6%61.3%----32.6%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 265Page 265 Q17a Desalinate and purify seawater to make clean drinking water Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Stronglysupport Somewhatsupport Somewhatoppose Strongly oppose Not sure Prefer not toanswer 651 552 63 107 513 491 118 315 312 32149.3%27650.1%2843.8%5854.4%25349.3%24850.4%5949.8%17555.6%13844.2% 24036.9%20236.6%2641.5%2725.3%20139.2%17736.0%4639.0%11436.2%11336.1% 314.7%264.6%46.8%66.0%203.9%244.9%32.6%123.9%185.9% 172.7%142.6%34.4%98.8%81.5%142.9%32.8%51.5%113.5% 345.3%315.6%11.9%44.0%285.4%224.5%65.4%72.1%278.6% 71.1%30.5%11.4%21.5%40.8%61.2%00.4%20.7%51.7% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 266Page 266 Q17a Desalinate and purify seawater to make clean drinking water Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Stronglysupport Somewhatsupport Somewhatoppose Strongly oppose Not sure Prefer not toanswer 19 28 36 57 75 97 123 561 75 1157.7%1659.2%1746.8%2645.7%3547.0%4951.1%5847.1%27949.7%3647.4% 735.0%724.3%1438.7%1627.4%3445.0%4142.6%4637.0%21037.3%2634.5% 01.6%28.9%13.3%610.8%00.6%33.1%86.7%244.3%68.4% 14.1%--26.6%47.3%33.8%--53.8%132.3%45.8% 01.7%27.6%24.6%46.5%33.5%33.3%65.0%305.4%33.4% ------12.4%----00.4%50.8%00.6% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 267Page 267 Q17a Desalinate and purify seawater to make clean drinking water Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Stronglysupport Somewhatsupport Somewhatoppose Strongly oppose Not sure Prefer not toanswer 26 52 46 44 38 125 320 593 38 936.8%2649.4%2860.8%2557.7%2360.1%5543.7%15448.3%29349.3%1949.8% 832.9%1427.6%1022.6%1227.4%922.6%5745.4%13040.6%22137.3%1641.2% 28.7%814.4%12.2%25.1%38.9%54.0%92.9%264.3%11.9% 29.3%35.2%36.8%36.4%11.8%32.1%31.0%152.6%25.0% 310.5%23.4%47.6%12.7%25.4%54.1%185.6%335.6%01.2% 01.8%----00.7%01.2%10.6%51.7%50.9%00.9% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 268Page 268 Q17a Desalinate and purify seawater to make clean drinking water Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Stronglysupport Somewhatsupport Somewhatoppose Strongly oppose Not sure Prefer not toanswer 142 137 37 326 34 62 76 131 260 7149.9%7353.3%1849.6%15748.0%1131.7%3250.9%3748.3%7053.6%13351.4% 5538.6%4935.5%1333.7%12438.2%1646.4%1728.2%2937.9%4937.1%9536.6% 53.5%107.1%12.4%113.5%310.0%69.4%68.1%53.5%103.7% 11.0%42.7%12.4%113.5%12.6%22.9%00.4%64.5%83.0% 85.5%21.4%411.9%195.8%37.9%35.5%45.3%21.3%145.3% 21.6%----31.0%01.3%23.1%----00.1% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 269Page 269 Q17a Desalinate and purify seawater to make clean drinking water Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Stronglysupport Somewhatsupport Somewhatoppose Strongly oppose Not sure Prefer not toanswer 64 224 113 99 85 300 126 26 66 2538.6%12254.3%4641.1%6161.8%3743.6%16254.0%5039.2%1038.6%3654.6% 2944.6%6930.8%5448.1%3131.0%3743.8%10836.0%5442.7%1246.6%1826.7% 33.9%115.1%43.6%44.1%22.8%103.5%75.9%12.8%45.8% 23.7%83.7%32.8%10.9%22.7%92.9%32.6%01.8%22.9% 69.2%114.7%43.8%22.2%66.7%103.4%86.6%310.3%710.0% --31.5%10.6%--00.5%00.1%43.0%---- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 270Page 270 Q17a Desalinate and purify seawater to make clean drinking water Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Stronglysupport Somewhatsupport Somewhatoppose Strongly oppose Not sure Prefer not toanswer 48 419 74 23 115 20 2347.8%20248.2%4560.1%1252.4%5245.0%1153.6% 2450.2%15937.9%2230.1%941.9%4538.8%526.4% --184.4%45.2%12.3%65.4%27.9% 00.9%163.8%11.4%01.1%00.2%-- 00.5%194.5%22.8%12.3%108.9%212.1% 00.6%51.2%00.4%--21.6%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 271Page 271 Q17b Capture, store, treat rainwater, stormwater runoff to produce clean drinking water Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Stronglysupport Somewhatsupport Somewhatoppose Strongly oppose Not sure Prefer not toanswer 651 552 63 107 513 491 118 315 312 37557.6%31857.6%3454.2%6459.7%29958.3%29159.3%6757.1%18458.2%17957.5% 19429.8%16930.6%1726.5%2422.4%15830.9%14429.4%3428.8%10031.7%8728.0% 253.9%213.8%46.7%65.9%173.2%224.4%21.6%103.0%144.4% 213.3%142.6%710.8%98.0%102.0%122.4%65.3%123.7%103.1% 304.5%295.2%00.4%32.4%275.2%183.7%86.8%82.7%185.9% 50.8%10.2%11.4%21.5%20.4%40.8%00.4%20.7%31.1% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 272Page 272 Q17b Capture, store, treat rainwater, stormwater runoff to produce clean drinking water Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Stronglysupport Somewhatsupport Somewhatoppose Strongly oppose Not sure Prefer not toanswer 19 28 36 57 75 97 123 561 75 1475.0%2278.6%1850.9%2748.1%4560.8%5455.6%7359.0%33058.8%4154.8% 315.4%310.2%1027.5%1933.3%2533.4%3536.0%3528.3%16529.5%2330.5% 13.8%01.6%25.1%24.1%33.5%33.0%65.0%223.9%33.8% 14.1%12.0%26.6%23.3%11.8%33.4%43.6%193.3%22.7% 01.7%27.6%49.9%58.7%00.4%22.0%53.7%224.0%67.7% ------12.4%----00.4%30.5%00.6% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 273Page 273 Q17b Capture, store, treat rainwater, stormwater runoff to produce clean drinking water Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Stronglysupport Somewhatsupport Somewhatoppose Strongly oppose Not sure Prefer not toanswer 26 52 46 44 38 125 320 593 38 1248.4%3464.6%3065.1%2454.6%2564.0%7459.3%17655.2%35359.5%1745.3% 935.4%1527.7%920.4%1738.2%923.3%2922.8%10733.4%17028.6%1436.6% 29.6%11.4%--23.8%37.3%108.4%72.3%233.8%26.2% 13.5%12.2%36.8%01.0%01.2%86.1%82.4%193.2%24.8% 01.3%24.1%47.6%11.6%13.0%32.8%185.7%264.4%26.2% 01.8%----00.7%01.2%10.6%41.1%30.5%00.9% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 274Page 274 Q17b Capture, store, treat rainwater, stormwater runoff to produce clean drinking water Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Stronglysupport Somewhatsupport Somewhatoppose Strongly oppose Not sure Prefer not toanswer 142 137 37 326 34 62 76 131 260 8963.0%8461.1%1437.9%18657.0%1647.2%3962.3%3951.3%7960.2%16463.1% 3927.7%4029.2%1745.8%9428.7%1543.6%1524.0%2229.7%3627.4%7529.0% 21.3%85.5%01.2%154.7%--11.6%911.3%75.7%31.3% 64.5%31.9%12.4%113.5%01.3%45.7%33.6%75.2%52.0% 53.2%32.3%512.6%165.1%26.5%46.4%34.1%21.6%124.5% 00.2%----31.0%01.3%------00.1% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 275Page 275 Q17b Capture, store, treat rainwater, stormwater runoff to produce clean drinking water Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Stronglysupport Somewhatsupport Somewhatoppose Strongly oppose Not sure Prefer not toanswer 64 224 113 99 85 300 126 26 66 3656.8%13660.9%6254.7%6464.4%4755.3%20066.8%6148.2%1453.7%3247.8% 1929.0%6127.1%3935.0%2525.4%2529.5%8026.8%4031.7%1038.9%2232.4% 23.4%83.4%65.6%33.0%45.3%51.5%86.6%01.8%57.1% --114.7%22.0%55.0%33.4%82.7%54.2%12.8%45.8% 710.8%83.4%22.1%22.2%56.0%62.1%107.8%12.8%56.9% --10.6%10.6%--00.5%00.1%21.5%---- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 276Page 276 Q17b Capture, store, treat rainwater, stormwater runoff to produce clean drinking water Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Stronglysupport Somewhatsupport Somewhatoppose Strongly oppose Not sure Prefer not toanswer 48 419 74 23 115 20 3062.5%23455.8%4864.8%1254.7%6657.4%1573.8% 1530.6%13031.0%2128.2%937.7%3026.3%422.3% 24.9%194.6%11.0%15.3%43.5%-- 00.9%153.6%11.4%--54.5%-- 00.5%184.2%34.2%12.3%86.6%13.9% 00.6%30.8%00.4%--21.6%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 277Page 277 Q17c Recycle sewer water, purify it to clean drinking water standards using advanced water treatment Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Stronglysupport Somewhatsupport Somewhatoppose Strongly oppose Not sure Prefer not toanswer 651 552 63 107 513 491 118 315 312 13821.2%12222.2%914.1%2220.7%10821.0%10821.9%2521.2%6721.3%6320.3% 17827.3%15427.9%1320.1%2422.0%14628.5%14028.6%3025.6%10734.1%6219.9% 12018.5%10719.3%1016.5%1917.6%9819.1%8918.1%2420.3%6319.9%5718.4% 16224.8%12222.2%3047.9%3734.7%11722.7%11623.6%3025.7%6219.8%9229.6% 487.4%458.2%00.7%54.4%428.2%357.0%86.8%134.2%3411.0% 50.7%10.2%00.7%10.7%20.4%40.8%00.4%20.7%30.8% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 278Page 278 Q17c Recycle sewer water, purify it to clean drinking water standards using advanced water treatment Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Stronglysupport Somewhatsupport Somewhatoppose Strongly oppose Not sure Prefer not toanswer 19 28 36 57 75 97 123 561 75 526.0%620.5%514.6%1118.5%2128.6%2222.3%2721.7%11620.7%1926.0% 735.0%932.5%1027.2%1526.0%2229.3%2929.9%3931.3%16028.4%1824.3% 418.5%620.2%410.8%1221.3%1925.9%2323.7%1915.0%10318.4%1520.3% 317.4%518.7%1439.8%1424.9%911.4%2122.1%3125.4%13724.4%1823.6% 13.1%28.2%37.6%47.0%44.7%22.0%86.3%437.7%45.2% ------12.4%----00.4%20.4%00.6% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 279Page 279 Q17c Recycle sewer water, purify it to clean drinking water standards using advanced water treatment Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Stronglysupport Somewhatsupport Somewhatoppose Strongly oppose Not sure Prefer not toanswer 26 52 46 44 38 125 320 593 38 312.5%1222.4%1226.5%1125.2%615.8%2822.5%6620.5%12320.7%924.0% 727.7%1425.8%715.8%1840.2%1027.0%3326.1%8927.9%17429.3%39.0% 729.3%1528.4%818.1%512.3%819.8%1714.0%5918.5%10617.9%1128.1% 519.9%1019.4%1327.8%919.9%1232.5%3629.2%7623.8%14224.0%1231.8% 28.8%24.1%511.8%11.6%24.9%108.1%268.1%457.6%26.2% 01.8%----00.7%--00.2%41.2%30.4%00.9% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 280Page 280 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,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Stronglysupport Somewhatsupport Somewhatoppose Strongly oppose Not sure Prefer not toanswer 142 137 37 326 34 62 76 131 260 2618.3%2820.8%513.2%7522.9%719.1%1727.7%1114.2%2418.4%6324.1% 4834.1%3122.9%925.1%8827.1%925.4%1219.4%2533.4%3426.0%8030.7% 2014.3%2720.0%1027.7%6018.5%925.4%46.3%1823.7%3728.3%4216.1% 4027.9%3727.2%1026.0%7523.0%823.8%2235.2%1824.4%2922.2%6023.0% 74.9%129.1%38.0%257.7%24.9%711.4%34.3%75.1%166.0% 10.4%----20.7%01.3%------10.2% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 281Page 281 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 Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Stronglysupport Somewhatsupport Somewhatoppose Strongly oppose Not sure Prefer not toanswer 64 224 113 99 85 300 126 26 66 1320.1%5122.6%1513.7%2525.4%1922.1%7424.8%1914.7%624.4%1522.3% 1321.0%6328.2%4338.6%2626.6%2024.0%9431.4%3930.6%417.0%1015.1% 1725.8%3515.7%2017.6%1717.2%2427.8%5317.6%2519.5%519.5%1827.7% 1523.5%5926.4%2723.5%2525.7%1619.2%6321.2%3326.0%728.8%1725.2% 69.6%146.3%76.3%55.1%66.9%154.9%107.7%310.3%69.6% --20.7%00.2%----10.2%21.5%---- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 282Page 282 Q17c Recycle sewer water, purify it to clean drinking water standards using advanced water treatment Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Stronglysupport Somewhatsupport Somewhatoppose Strongly oppose Not sure Prefer not toanswer 48 419 74 23 115 20 1121.9%7718.5%1824.3%524.1%3328.2%422.6% 1327.8%11928.5%2330.6%730.6%2118.6%838.0% 1123.5%8420.0%1419.0%311.7%1714.8%313.9% 917.8%10525.2%1418.5%628.3%3227.8%420.0% 48.5%317.4%57.1%15.3%108.7%15.5% 00.6%20.6%00.4%--21.9%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 283Page 283 Q18 Frequency of future water usage Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female More About same Less Not sure Prefer not toanswer 651 552 63 107 513 491 118 315 312 375.7%295.3%34.6%109.1%254.9%336.6%43.3%134.1%226.9% 46972.1%40373.0%4367.8%6762.4%38274.5%33468.0%10488.2%23975.7%21970.3% 13220.3%11220.2%1320.3%2826.0%9819.1%11623.7%98.0%5718.1%6521.0% 101.6%71.4%34.3%22.3%71.4%81.6%10.5%41.4%61.8% 20.4%00.0%23.0%00.3%00.1%00.1%--20.8%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 284Page 284 Q18 Frequency of future water usage Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others More About same Less Not sure Prefer not toanswer 19 28 36 57 75 97 123 561 75 16.9%414.9%12.6%23.6%67.7%44.4%43.4%305.3%56.5% 1369.1%1452.4%2879.6%4171.5%5270.3%7779.2%9980.5%40872.6%5269.9% 419.5%932.7%514.0%1220.8%1622.0%1616.1%2016.1%11520.5%1418.7% 14.6%--13.8%24.1%--00.3%--81.5%22.4% --------------00.0%22.5% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 285Page 285 Q18 Frequency of future water usage Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other More About same Less Not sure Prefer not toanswer 26 52 46 44 38 125 320 593 38 312.2%611.2%01.0%511.0%11.8%32.4%195.9%315.3%13.8% 1663.8%3363.9%3371.8%3375.1%2565.0%9374.7%23573.6%43272.8%2668.9% 520.9%1121.2%1226.7%612.6%1231.3%2620.6%6018.8%12120.4%1025.7% 13.0%--00.6%11.4%11.9%32.0%51.6%81.4%11.6% --23.6%------00.2%00.1%10.1%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 286Page 286 Q18 Frequency of future water usage Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit 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 142 137 37 326 34 62 76 131 260 64.0%32.4%11.9%237.1%37.4%58.1%45.0%75.3%145.5% 9667.5%11281.7%2670.4%23371.5%1853.2%3861.4%5065.7%10076.5%19976.5% 3927.7%2014.9%822.5%6419.7%1131.6%1829.1%2228.7%2217.1%4216.1% 10.6%11.1%25.1%61.7%12.3%11.3%00.6%11.0%51.8% 00.2%----00.1%25.6%------00.1% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 287Page 287 Q18 Frequency of future water usage Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican More About same Less Not sure Prefer not toanswer 64 224 113 99 85 300 126 26 66 11.1%62.7%76.0%55.1%1011.4%113.8%107.9%01.1%34.4% 5077.9%16372.6%8575.7%6969.9%6172.4%23076.8%8063.6%2388.7%5074.9% 1320.3%5323.7%1816.0%2323.1%1214.3%5719.1%3224.9%29.2%1015.1% 00.7%20.9%32.4%21.9%21.9%10.3%53.6%01.1%22.7% --00.1%------00.1%----22.9% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 288Page 288 Q18 Frequency of future water usage Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other More About same Less Not sure Prefer not toanswer 48 419 74 23 115 20 612.9%266.1%34.2%13.4%76.4%-- 3368.2%30272.2%5169.2%1986.0%8271.0%1471.0% 918.4%8319.8%1824.8%210.6%2320.0%527.5% --61.5%11.8%--22.1%01.5% 00.6%20.5%----10.5%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 289Page 289 Q19 Taken actions to reduce water usage Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Yes No Not sure Prefer not toanswer 651 552 63 107 513 491 118 315 312 49175.4%41575.2%4774.6%8579.3%38675.3%491100.0%--23273.4%23876.2% 11818.1%10418.8%1015.3%1917.3%9518.6%--118100.0%6921.8%4715.1% 365.6%295.3%46.3%21.9%305.9%----134.2%237.4% 71.0%40.7%23.7%21.5%10.3%----20.7%41.3% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 290Page 290 Q19 Taken actions to reduce water usage Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Yes No Not sure Prefer not toanswer 19 28 36 57 75 97 123 561 75 1157.4%2487.4%2878.2%4070.4%5168.3%7577.3%8367.1%43076.7%4864.5% 528.4%39.3%39.1%1220.7%1621.5%1717.4%3730.2%9717.2%1824.6% 212.9%01.6%411.5%58.9%810.2%55.4%32.7%305.4%68.0% 01.3%01.6%01.3%--------40.7%22.9% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 291Page 291 Q19 Taken actions to reduce water usage Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Yes No Not sure Prefer not toanswer 26 52 46 44 38 125 320 593 38 1973.1%3159.7%3371.2%3272.1%3489.1%9575.7%24777.4%45276.2%2669.5% 624.1%1732.0%919.5%1124.1%49.7%1511.8%5717.7%10417.5%924.6% 01.1%24.2%49.3%23.8%--1512.3%123.9%345.7%25.9% 01.8%24.1%----01.2%00.2%31.0%40.7%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 292Page 292 Q19 Taken actions to reduce water usage Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Yes No Not sure Prefer not toanswer 142 137 37 326 34 62 76 131 260 11480.6%10173.5%2157.3%24876.1%1441.1%5081.4%5066.4%9270.4%21080.9% 2114.7%2921.2%1540.8%5216.0%1336.8%1015.5%2026.0%3123.4%3613.8% 53.7%64.3%11.9%247.5%515.1%23.2%57.0%75.2%145.2% 11.0%11.0%--20.5%26.9%--00.6%11.0%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 293Page 293 Q19 Taken actions to reduce water usage Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Yes No Not sure Prefer not toanswer 64 224 113 99 85 300 126 26 66 4265.1%17276.7%9483.8%7373.6%5565.1%21571.7%10180.2%2492.6%4669.6% 1625.2%4118.3%1110.2%2020.4%2226.0%7223.9%1713.7%27.4%913.3% 69.7%114.8%54.5%66.0%78.4%124.0%75.5%--914.2% --00.2%21.6%--00.5%10.5%10.6%--22.9% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 294Page 294 Q19 Taken actions to reduce water usage Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Yes No Not sure Prefer not toanswer 48 419 74 23 115 20 3877.9%32276.9%5675.5%1984.1%7867.3%1678.9% 612.9%6916.6%1520.7%210.6%2723.0%418.7% 47.8%245.7%33.8%14.1%87.1%02.4% 11.5%30.8%--01.1%32.6%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 295Page 295 Q20 Actions taken to reduce water usage Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Purchasedwater-efficientappliances(clothes washer,dishwasher, etc.) Used water-efficient faucetand showerheads Fixed leaks Only run dishwa-sher/laundrywhen full Use a grey-water system Turn off faucetwhile brushingteeth Use less waterwhen takingshower, handwashing dishes,etc. 491 415 47 85 386 491 -232 238 20942.5%18043.5%1941.1%3541.4%16342.1%20942.5%--10243.8%9841.4% 26553.9%22053.1%2757.8%4147.7%21054.4%26553.9%--12955.6%12452.1% 24950.7%22053.0%1735.9%3642.1%20051.9%24950.7%--12353.1%11347.7% 33167.4%28167.7%3268.3%4653.7%27170.2%33167.4%--15265.6%16468.8% 102.0%82.0%00.5%22.9%81.9%102.0%--51.9%52.3% 34169.5%28869.5%3267.6%4351.1%28573.8%34169.5%--16069.0%16970.9% 31163.4%26664.0%2758.1%4654.7%25265.3%31163.4%--14964.3%14962.7% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 296Page 296 Q20 Actions taken to reduce water usage Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Purchasedwater-efficientappliances(clothes washer,dishwasher, etc.) Used water-efficient faucetand showerheads Fixed leaks Only run dishwa-sher/laundrywhen full Use a grey-water system Turn off faucetwhile brushingteeth Use less waterwhen takingshower, handwashing dishes,etc. 11 24 28 40 51 75 83 430 48 331.6%1250.7%1241.7%1638.6%1835.3%3749.7%3441.3%18442.8%2041.6% 653.3%1355.1%1658.2%1845.3%2956.1%4357.2%3845.8%24456.8%1838.1% 433.5%1041.9%1346.9%2562.2%2140.5%4053.9%4149.5%22251.5%2245.7% 759.3%1250.6%1968.7%2358.1%3364.8%5168.2%5971.9%29067.3%3470.1% ------511.5%--22.9%22.6%102.3%-- 440.5%2084.3%1967.3%2561.3%3466.7%5269.7%5263.4%30570.8%3163.5% 220.4%1458.2%1968.0%2868.4%3976.6%5066.6%5059.8%27664.1%2756.7% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 297Page 297 Q20 Actions taken to reduce water usage Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Purchasedwater-efficientappliances(clothes washer,dishwasher, etc.) Used water-efficient faucetand showerheads Fixed leaks Only run dishwa-sher/laundrywhen full Use a grey-water system Turn off faucetwhile brushingteeth Use less waterwhen takingshower, handwashing dishes,etc. 19 31 33 32 34 95 247 452 26 840.4%1236.8%1134.8%1032.2%1647.5%4851.2%10341.7%19643.3%1143.4% 526.2%1753.8%1751.9%1444.2%1854.0%4446.1%15060.5%24654.4%1868.6% 841.3%1133.8%1340.1%1752.3%1748.7%5558.4%12952.2%23050.8%1659.1% 1263.3%1547.6%2472.3%2578.6%2160.4%6063.7%17570.6%30567.5%1973.6% 12.8%----00.9%--44.0%52.2%102.1%01.0% 1264.3%1652.4%2266.9%2474.1%2160.2%6467.9%18373.8%31369.3%2180.4% 841.2%2063.5%2165.0%2372.6%2573.9%5355.6%16165.1%28663.3%2282.5% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 298Page 298 Q20 Actions taken to reduce water usage Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Purchasedwater-efficientappliances(clothes washer,dishwasher, etc.) Used water-efficient faucetand showerheads Fixed leaks Only run dishwa-sher/laundrywhen full Use a grey-water system Turn off faucetwhile brushingteeth Use less waterwhen takingshower, handwashing dishes,etc. 114 101 21 248 14 50 50 92 210 5044.0%4241.3%420.4%11044.3%537.6%1733.0%1428.3%5357.5%9043.0% 7061.3%4746.5%420.0%14156.8%535.3%2039.1%2652.6%4953.4%12459.1% 5851.1%5252.0%629.7%12952.1%646.0%2039.8%2855.9%4549.0%10750.9% 8876.7%6868.0%522.0%16666.8%856.4%2244.3%3468.4%6064.7%15071.2% 21.7%00.3%28.9%41.6%--00.5%--22.4%42.0% 9078.4%6666.0%942.4%17269.2%858.5%3263.3%3162.6%6165.8%15573.7% 7263.0%6464.0%1151.7%16265.2%535.8%2854.9%2651.8%5862.8%14569.1% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 299Page 299 Q20 Actions taken to reduce water usage Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Purchasedwater-efficientappliances(clothes washer,dishwasher, etc.) Used water-efficient faucetand showerheads Fixed leaks Only run dishwa-sher/laundrywhen full Use a grey-water system Turn off faucetwhile brushingteeth Use less waterwhen takingshower, handwashing dishes,etc. 42 172 94 73 55 215 101 24 46 1227.8%6839.4%4446.2%3244.7%2443.9%9946.1%4140.9%522.8%2655.5% 2866.1%9454.5%5457.2%3446.3%2647.2%11754.6%5756.6%1250.2%2554.2% 2252.3%8348.4%4548.1%4156.8%2544.6%10448.2%4948.2%833.4%3270.2% 2763.9%12472.2%6063.9%4257.6%3666.0%14969.6%6463.4%1877.5%2961.9% 00.6%32.0%22.0%23.0%00.5%21.1%----48.3% 3788.9%10862.6%6468.3%5271.0%3257.9%14567.3%6665.4%1561.4%4291.5% 3378.4%11667.3%5356.1%4561.6%3460.8%13763.9%6564.0%1770.6%2656.3% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 300Page 300 Q20 Actions taken to reduce water usage Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Purchasedwater-efficientappliances(clothes washer,dishwasher, etc.) Used water-efficient faucetand showerheads Fixed leaks Only run dishwa-sher/laundrywhen full Use a grey-water system Turn off faucetwhile brushingteeth Use less waterwhen takingshower, handwashing dishes,etc. 38 322 56 19 78 16 1436.5%14444.7%2442.4%945.3%2531.8%746.8% 1848.1%17153.0%3664.9%1054.3%4051.4%746.8% 2259.0%16049.6%2646.2%1157.9%4557.7%746.8% 2360.5%23171.8%3663.4%1160.1%4355.9%958.3% 25.8%61.8%11.3%12.7%33.8%-- 2566.7%23171.8%4070.4%1369.1%4760.8%1063.3% 2156.4%20463.3%3765.3%1472.7%4760.8%958.8% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 301Page 301 Q20 Actions taken to reduce water usage Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Wateredplants/lawnbetween 6PM &10AM Watered plantsless/use dripsystem Adjustedsprinklers sothey don’t runon driveway,sidewalks, wastewater Washed car lessoften/Usedwater-efficientmethods towash car Didn’t hosedown driveway/-walkways Installeddroughttolerant landsc-apes/plants 491 415 47 85 386 491 -232 238 29159.3%24559.2%2756.2%3338.9%24763.9%29159.3%--13357.3%14962.6% 24149.2%20349.0%2654.4%3743.8%19650.8%24149.2%--11449.1%12050.5% 22145.1%18644.9%2553.2%3237.6%18247.2%22145.1%--10947.2%10142.4% 26554.1%22053.1%2960.9%3238.2%22758.9%26554.1%--12855.1%12753.3% 30161.3%25160.6%3164.7%3136.9%25666.4%30161.3%--15466.6%13355.9% 22445.7%18845.3%1940.5%2731.7%18748.4%22445.7%--10143.6%11749.2% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 302Page 302 Q20 Actions taken to reduce water usage Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Wateredplants/lawnbetween 6PM &10AM Watered plantsless/use dripsystem Adjustedsprinklers sothey don’t runon driveway,sidewalks, wastewater Washed car lessoften/Usedwater-efficientmethods towash car Didn’t hosedown driveway/-walkways Installeddroughttolerant landsc-apes/plants 11 24 28 40 51 75 83 430 48 217.7%1770.5%1140.6%2357.7%1937.8%4661.2%6275.3%26761.9%2041.4% 544.3%728.6%1140.1%1845.6%2039.4%3851.0%4959.2%21850.7%1938.3% 327.0%1249.0%622.4%2460.3%1426.9%3343.5%3845.8%20547.6%1428.5% 541.3%1770.5%1449.6%2357.4%2141.1%4459.4%4959.6%24356.5%1734.9% 548.4%1770.2%1451.3%2460.0%2854.4%4863.7%4554.5%27263.1%2448.6% 331.3%937.3%933.3%1947.4%2038.7%4256.4%3238.5%20347.2%1734.5% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 303Page 303 Q20 Actions taken to reduce water usage Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Wateredplants/lawnbetween 6PM &10AM Watered plantsless/use dripsystem Adjustedsprinklers sothey don’t runon driveway,sidewalks, wastewater Washed car lessoften/Usedwater-efficientmethods towash car Didn’t hosedown driveway/-walkways Installeddroughttolerant landsc-apes/plants 19 31 33 32 34 95 247 452 26 1054.0%1652.0%1235.3%2165.0%2470.6%5962.2%15060.5%27260.3%1244.0% 525.2%1548.3%1544.2%1342.1%2059.3%4143.5%13253.5%22750.3%1140.2% 422.4%825.3%1237.7%1752.9%1749.9%4547.5%11847.6%21747.9%01.2% 524.3%1858.1%1133.0%1649.1%1956.5%4749.9%15060.5%25055.4%1244.1% 422.1%1238.3%1442.2%1960.5%2572.0%6467.7%16365.9%27460.5%2179.2% 318.5%1136.3%413.0%1339.4%1233.9%4547.1%13655.2%21146.8%828.4% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 304Page 304 Q20 Actions taken to reduce water usage Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Wateredplants/lawnbetween 6PM &10AM Watered plantsless/use dripsystem Adjustedsprinklers sothey don’t runon driveway,sidewalks, wastewater Washed car lessoften/Usedwater-efficientmethods towash car Didn’t hosedown driveway/-walkways Installeddroughttolerant landsc-apes/plants 114 101 21 248 14 50 50 92 210 7363.6%6261.1%941.6%14458.2%856.2%2652.0%2855.5%5863.0%12559.5% 5951.2%5049.6%1046.3%12148.9%753.0%2346.3%2038.9%4447.8%11454.1% 5851.0%3635.7%1044.7%11445.8%538.7%1325.7%2448.0%4649.3%10148.2% 6657.9%6060.0%837.1%12952.0%750.8%2244.1%2650.8%4144.1%12961.4% 7666.5%5656.1%521.1%16064.6%642.5%1836.1%3060.4%5256.1%14368.2% 6557.2%4241.3%836.1%10843.4%320.8%1427.5%1121.8%4144.7%11956.8% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 305Page 305 Q20 Actions taken to reduce water usage Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Wateredplants/lawnbetween 6PM &10AM Watered plantsless/use dripsystem Adjustedsprinklers sothey don’t runon driveway,sidewalks, wastewater Washed car lessoften/Usedwater-efficientmethods towash car Didn’t hosedown driveway/-walkways Installeddroughttolerant landsc-apes/plants 42 172 94 73 55 215 101 24 46 2560.8%9957.6%5053.0%4561.5%3664.6%12558.1%6563.8%1458.4%2859.5% 1946.1%9555.5%4244.4%3547.6%1934.0%12055.8%4544.3%728.5%2042.5% 2253.2%7442.9%4447.0%2737.2%2341.2%10147.1%4544.7%626.5%2451.3% 2252.3%9655.8%4851.2%4055.2%3156.0%11754.4%5655.6%834.2%2861.0% 2764.8%11265.1%5053.1%4055.2%3258.7%13864.1%5958.1%1040.8%3166.0% 2355.3%8851.4%4548.1%2028.1%1833.0%11553.5%4645.4%416.6%1838.4% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 306Page 306 Q20 Actions taken to reduce water usage Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Wateredplants/lawnbetween 6PM &10AM Watered plantsless/use dripsystem Adjustedsprinklers sothey don’t runon driveway,sidewalks, wastewater Washed car lessoften/Usedwater-efficientmethods towash car Didn’t hosedown driveway/-walkways Installeddroughttolerant landsc-apes/plants 38 322 56 19 78 16 2566.7%20864.6%2950.8%1157.4%3748.2%640.4% 1846.8%15648.4%3155.9%1053.8%3342.6%1169.4% 1437.5%16150.0%2747.5%629.2%2025.5%851.7% 2052.9%18858.2%2850.2%739.0%3444.4%849.6% 2156.0%21265.6%3154.6%1051.6%3950.3%1063.2% 1642.6%14645.4%3154.7%1053.8%2633.2%1171.5% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 307Page 307 Q20 Actions taken to reduce water usage Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Installedartificialgrass/turf Other (uniqueresponses) Collect, reusewater / Installedrain barrel Removed grass /lawn Less people inthe house Changeirrigationsystem Pool use Not sure Prefer not toanswer 491 415 47 85 386 491 -232 238 11423.2%9723.5%1020.3%2226.2%8321.6%11423.2%--6427.5%4619.5% 265.3%163.8%816.8%66.9%194.9%265.3%--125.3%104.1% 132.7%102.4%--22.2%112.9%132.7%--41.8%93.9% 81.6%71.7%11.1%11.7%61.6%81.6%--52.2%31.1% 20.4%10.2%--10.9%10.4%20.4%--10.6%10.3% 20.5%20.5%--11.1%10.4%20.5%--20.8%00.2% 20.4%20.5%--11.1%10.2%20.4%----20.8% 10.3%10.3%----10.3%10.3%----10.5% 20.4%--------20.4%----20.8% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 308Page 308 Q20 Actions taken to reduce water usage Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Installedartificialgrass/turf Other (uniqueresponses) Collect, reusewater / Installedrain barrel Removed grass /lawn Less people inthe house Changeirrigationsystem Pool use Not sure Prefer not toanswer 11 24 28 40 51 75 83 430 48 222.7%1039.9%414.3%1025.4%917.7%2635.0%1922.4%10324.0%919.2% 02.8%01.1%01.0%49.5%59.4%33.9%10.9%255.8%12.1% ------00.7%--22.9%--112.6%-- --------12.7%33.5%11.2%71.7%00.9% 02.8%--14.9%----00.6%--20.4%00.9% ------01.1%12.7%00.6%--20.5%-- ----01.7%13.5%------20.4%-- 03.0%------------10.2%00.7% ------------------ Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 309Page 309 Q20 Actions taken to reduce water usage Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Installedartificialgrass/turf Other (uniqueresponses) Collect, reusewater / Installedrain barrel Removed grass /lawn Less people inthe house Changeirrigationsystem Pool use Not sure Prefer not toanswer 19 31 33 32 34 95 247 452 26 13.9%929.7%513.9%516.0%1338.5%2728.2%5421.9%11124.5%26.7% 02.4%39.0%38.0%27.4%01.3%54.8%135.2%265.8%-- ----25.8%00.9%--00.3%114.4%132.9%-- 15.3%--------33.3%41.4%81.7%-- ------01.4%--00.3%10.5%20.5%-- 14.8%----------10.5%20.5%-- 02.4%----------10.6%20.4%-- 01.7%--12.9%--------10.2%-- ------------20.8%---- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 310Page 310 Q20 Actions taken to reduce water usage Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Installedartificialgrass/turf Other (uniqueresponses) Collect, reusewater / Installedrain barrel Removed grass /lawn Less people inthe house Changeirrigationsystem Pool use Not sure Prefer not toanswer 114 101 21 248 14 50 50 92 210 3228.1%2120.9%628.5%5422.0%320.4%815.5%1325.4%1616.8%6329.8% 32.7%44.3%210.2%166.6%--36.4%47.6%33.6%83.8% 54.8%43.5%13.4%41.4%----24.3%22.1%62.8% 21.9%21.6%14.2%31.2%01.9%24.7%00.9%--52.2% --00.3%16.3%00.2%----00.9%00.3%10.6% 11.2%00.4%02.1%--16.4%------10.6% --11.4%--00.2%03.2%------10.7% ------10.5%02.3%----11.0%-- ------------------ Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 311Page 311 Q20 Actions taken to reduce water usage Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Installedartificialgrass/turf Other (uniqueresponses) Collect, reusewater / Installedrain barrel Removed grass /lawn Less people inthe house Changeirrigationsystem Pool use Not sure Prefer not toanswer 42 172 94 73 55 215 101 24 46 512.0%4626.7%2223.3%1825.3%1323.4%5626.1%2423.9%01.4%1022.4% 512.6%105.9%11.5%44.9%12.0%83.8%77.0%14.9%25.1% 11.7%74.0%22.0%22.6%--83.9%11.3%--00.6% 00.6%42.5%32.8%00.6%--21.1%54.7%---- 00.7%21.1%------10.6%----01.0% --00.3%21.9%----10.6%00.4%---- 01.2%--00.5%11.3%--10.7%------ ----11.0%----10.4%------ ------------21.9%---- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 312Page 312 Q20 Actions taken to reduce water usage Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Installedartificialgrass/turf Other (uniqueresponses) Collect, reusewater / Installedrain barrel Removed grass /lawn Less people inthe house Changeirrigationsystem Pool use Not sure Prefer not toanswer 38 322 56 19 78 16 1230.9%7824.3%1729.8%211.2%1013.3%638.4% 38.5%196.0%46.4%--11.8%210.3% --82.4%11.3%--56.3%-- --51.5%--12.7%22.1%15.0% --00.1%----11.7%01.9% 01.2%10.3%----11.7%-- 01.2%00.1%--14.9%--03.1% ----00.6%14.9%---- --20.6%-------- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 313Page 313 Q21 Changes on property to reduce water usage in past 5 yrs Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Yes No Not sure Prefer not toanswer 651 552 63 107 513 491 118 315 312 41663.9%35163.6%4063.0%6560.6%33765.7%33367.9%6353.4%19260.8%20866.6% 18127.7%16429.7%1218.3%3532.6%13826.9%11323.0%5446.2%10232.2%7524.1% 335.0%254.5%812.6%65.6%244.7%306.1%00.4%123.9%185.7% 213.3%122.2%46.0%11.1%142.7%142.9%--103.1%113.6% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 314Page 314 Q21 Changes on property to reduce water usage in past 5 yrs Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Yes No Not sure Prefer not toanswer 19 28 36 57 75 97 123 561 75 1470.9%1969.5%2055.3%3662.5%3952.8%7072.3%7460.1%37566.8%3242.9% 314.5%827.8%925.1%1831.5%2939.4%2222.4%4435.5%15227.0%2533.9% 313.3%12.6%37.6%00.8%45.2%22.0%10.9%234.1%912.7% 01.3%--412.0%35.3%22.6%33.4%43.4%112.0%810.5% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 315Page 315 Q21 Changes on property to reduce water usage in past 5 yrs Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Yes No Not sure Prefer not toanswer 26 52 46 44 38 125 320 593 38 1038.2%2955.8%2247.9%2557.9%2872.7%7963.6%22269.6%38565.0%2258.8% 1038.5%1629.9%1635.1%1329.3%1026.1%3225.9%8426.2%16327.5%1641.2% 28.4%24.0%612.8%37.4%--129.8%72.2%274.6%-- 415.0%510.4%24.1%25.4%01.2%10.7%72.1%172.9%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 316Page 316 Q21 Changes on property to reduce water usage in past 5 yrs Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Yes No Not sure Prefer not toanswer 142 137 37 326 34 62 76 131 260 9567.1%9871.3%2361.2%19860.8%1545.1%3861.6%4964.5%7859.7%17969.1% 4028.1%3424.6%1335.2%9428.8%1645.7%1625.8%2127.9%4332.8%6726.0% 64.1%32.1%13.6%206.1%13.6%711.8%00.3%64.6%72.8% 10.6%31.9%--144.2%25.6%00.7%67.3%42.9%52.1% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 317Page 317 Q21 Changes on property to reduce water usage in past 5 yrs Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Yes No Not sure Prefer not toanswer 64 224 113 99 85 300 126 26 66 4063.0%14765.8%8373.4%5151.4%5058.9%19966.3%8164.2%1144.5%3857.8% 2031.7%6529.0%2420.9%3434.0%3237.3%8628.7%3426.8%1246.3%1623.7% 34.6%62.8%43.3%88.4%11.1%113.5%75.4%01.8%68.5% 00.7%52.4%32.4%66.2%22.8%51.5%53.6%27.4%710.1% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 318Page 318 Q21 Changes on property to reduce water usage in past 5 yrs Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Yes No Not sure Prefer not toanswer 48 419 74 23 115 20 3368.9%27265.0%5472.5%1672.4%6051.8%1471.6% 1429.9%11026.2%1824.3%520.0%4337.7%524.4% 00.5%204.9%22.8%12.3%97.8%14.0% 00.6%174.0%00.4%15.3%32.8%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 319Page 319 Q22 Changes on property to reduce water usage Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Installeddroughttolerantlandscapes, fakegrass, concrete Use less waterwhen takingshower, handwashing dishes Purchasedwater-efficientappliances Installed dripsystem Adjusted,changedirrigationsystem settings Watered plantsearly morning orlate afternoon 416 351 40 65 337 333 63 192 208 22754.6%19254.8%1743.6%3654.9%18254.1%18254.6%3555.0%10253.0%12158.2% 112.5%113.0%--11.2%92.8%102.9%11.7%63.3%42.1% 8019.1%6719.1%819.8%1523.1%6318.6%6318.8%1219.2%3317.1%4320.7% 5914.1%4613.1%821.0%1117.7%4613.8%4613.9%1218.5%3116.2%2512.1% 194.5%185.1%01.1%23.5%164.9%123.5%710.6%105.1%84.0% 41.0%41.1%----30.8%30.8%----41.9% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 320Page 320 Q22 Changes on property to reduce water usage Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Installeddroughttolerantlandscapes, fakegrass, concrete Use less waterwhen takingshower, handwashing dishes Purchasedwater-efficientappliances Installed dripsystem Adjusted,changedirrigationsystem settings Watered plantsearly morning orlate afternoon 14 19 20 36 39 70 74 375 32 646.4%840.6%838.9%1130.5%2050.1%5173.1%4560.2%21256.5%1134.9% 02.4%--02.3%12.6%24.9%11.3%33.9%102.6%12.4% 15.7%527.5%630.4%924.7%614.5%68.6%1925.1%7319.6%619.4% 03.3%13.7%02.3%411.2%36.4%1521.0%1926.1%5514.7%12.8% ----212.0%13.9%--79.5%57.0%195.0%-- ------------33.5%41.1%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 321Page 321 Q22 Changes on property to reduce water usage Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Installeddroughttolerantlandscapes, fakegrass, concrete Use less waterwhen takingshower, handwashing dishes Purchasedwater-efficientappliances Installed dripsystem Adjusted,changedirrigationsystem settings Watered plantsearly morning orlate afternoon 10 29 22 25 28 79 222 385 22 552.4%1139.1%1360.6%935.0%1658.3%4252.8%13058.5%21656.2%938.6% --01.5%01.2%13.1%----94.1%92.2%28.6% 221.1%620.5%521.5%625.3%311.0%1215.5%4520.3%7920.6%02.0% --518.3%28.6%311.9%415.3%56.9%3817.3%5815.0%-- 19.3%----311.2%--67.5%94.1%184.7%-- ----------22.6%20.9%41.0%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 322Page 322 Q22 Changes on property to reduce water usage Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Installeddroughttolerantlandscapes, fakegrass, concrete Use less waterwhen takingshower, handwashing dishes Purchasedwater-efficientappliances Installed dripsystem Adjusted,changedirrigationsystem settings Watered plantsearly morning orlate afternoon 95 98 23 198 15 38 49 78 179 6366.3%5556.5%1149.4%9749.1%960.0%1949.4%2244.3%4355.2%10659.0% 22.4%11.5%--73.4%--00.7%24.6%22.1%53.1% 2020.8%2121.3%314.6%3618.0%319.2%36.9%1327.0%1418.3%3821.2% 1010.3%1616.8%834.6%2512.4%321.7%513.1%715.0%1012.5%3016.5% 54.8%98.7%13.2%52.5%17.6%--36.8%56.1%73.7% 22.0%----21.0%--13.5%--22.4%10.4% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 323Page 323 Q22 Changes on property to reduce water usage Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Installeddroughttolerantlandscapes, fakegrass, concrete Use less waterwhen takingshower, handwashing dishes Purchasedwater-efficientappliances Installed dripsystem Adjusted,changedirrigationsystem settings Watered plantsearly morning orlate afternoon 40 147 83 51 50 199 81 11 38 2357.4%9463.8%4453.4%2754.1%2551.1%12060.4%4150.8%656.2%1744.8% 24.7%42.9%22.0%24.7%--41.8%22.7%216.8%25.7% 819.6%2919.8%1315.4%918.1%1529.7%4321.8%1315.8%221.6%615.4% 49.9%2718.3%911.2%816.6%714.6%3718.4%78.8%16.3%513.5% 24.7%64.2%55.7%24.2%47.5%104.8%00.6%--01.2% 24.7%----12.7%11.4%10.4%--216.8%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 324Page 324 Q22 Changes on property to reduce water usage Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Installeddroughttolerantlandscapes, fakegrass, concrete Use less waterwhen takingshower, handwashing dishes Purchasedwater-efficientappliances Installed dripsystem Adjusted,changedirrigationsystem settings Watered plantsearly morning orlate afternoon 33 272 54 16 60 14 1957.6%14352.6%3973.2%634.9%2949.1%1068.4% 12.2%72.4%23.3%211.4%00.5%-- 927.4%5319.5%815.3%527.6%1321.8%15.9% 25.4%2910.8%1221.3%318.7%1118.1%425.7% 514.2%145.0%24.0%317.2%---- --20.7%11.3%--12.3%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 325Page 325 Q22 Changes on property to reduce water usage Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Used water-efficient faucetand showerheads, toilets Used rain barrels Installedtankless waterheater Use a grey-water system Collected,reused water(rain/shower) Washed car lessoften / Usedwater-efficientmethods towash car Reduced waterusage in general/ Let grass die Installed newsprinklers 416 351 40 65 337 333 63 192 208 245.8%216.0%00.8%33.9%205.9%216.4%34.4%136.8%115.4% 102.4%82.2%12.4%--103.0%82.4%--31.5%73.4% 30.8%30.7%--11.1%30.8%31.0%--31.4%10.3% ------------------ 30.8%31.0%--11.1%30.8%31.0%--31.6%00.1% 82.0%82.3%11.3%22.9%71.9%82.5%--63.1%21.2% 419.9%288.1%819.6%1117.5%288.3%3410.1%812.2%2010.5%178.3% 184.4%133.6%49.6%34.4%154.4%175.1%11.2%126.3%42.1% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 326Page 326 Q22 Changes on property to reduce water usage Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Used water-efficient faucetand showerheads, toilets Used rain barrels Installedtankless waterheater Use a grey-water system Collected,reused water(rain/shower) Washed car lessoften / Usedwater-efficientmethods towash car Reduced waterusage in general/ Let grass die Installed newsprinklers 14 19 20 36 39 70 74 375 32 --210.0%02.3%24.6%24.9%34.6%33.9%215.5%27.3% 214.1%------24.9%--22.6%71.9%12.9% --------24.9%11.0%--30.9%-- ------------------ --------00.7%22.7%--30.9%-- --210.0%------23.5%22.9%71.7%25.9% 214.1%02.4%01.7%720.0%410.6%46.1%56.6%379.8%412.0% 02.4%14.7%29.7%12.0%11.8%11.7%33.5%174.6%13.8% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 327Page 327 Q22 Changes on property to reduce water usage Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Used water-efficient faucetand showerheads, toilets Used rain barrels Installedtankless waterheater Use a grey-water system Collected,reused water(rain/shower) Washed car lessoften / Usedwater-efficientmethods towash car Reduced waterusage in general/ Let grass die Installed newsprinklers 10 29 22 25 28 79 222 385 22 110.3%00.9%02.0%29.3%39.6%34.0%146.4%225.8%28.6% ----------11.2%94.1%102.6%-- --01.5%------00.3%31.2%30.9%-- ------------------ --12.7%--01.1%26.8%--00.2%30.9%-- ----01.2%----44.8%42.0%82.2%-- 04.6%413.2%210.7%13.1%27.4%1215.1%208.9%389.9%02.0% --00.9%210.7%13.1%01.6%00.6%146.3%184.7%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 328Page 328 Q22 Changes on property to reduce water usage Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Used water-efficient faucetand showerheads, toilets Used rain barrels Installedtankless waterheater Use a grey-water system Collected,reused water(rain/shower) Washed car lessoften / Usedwater-efficientmethods towash car Reduced waterusage in general/ Let grass die Installed newsprinklers 95 98 23 198 15 38 49 78 179 55.3%77.5%313.5%94.4%16.5%37.4%11.2%56.2%105.5% 44.0%22.0%--42.1%------22.4%52.9% 00.5%32.7%--00.1%----00.6%--31.7% ------------------ --22.4%--10.5%--00.7%----31.8% ----28.4%73.3%--00.7%--44.9%21.4% 1212.3%65.9%311.6%2110.6%14.7%25.0%817.3%810.1%148.1% 55.0%66.0%--83.9%212.4%--36.4%34.3%84.4% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 329Page 329 Q22 Changes on property to reduce water usage Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Used water-efficient faucetand showerheads, toilets Used rain barrels Installedtankless waterheater Use a grey-water system Collected,reused water(rain/shower) Washed car lessoften / Usedwater-efficientmethods towash car Reduced waterusage in general/ Let grass die Installed newsprinklers 40 147 83 51 50 199 81 11 38 11.8%74.9%55.5%713.2%36.2%94.5%44.7%02.9%614.9% 49.5%10.9%22.3%----41.9%--216.8%-- --00.2%10.9%00.9%23.8%10.4%--04.0%25.0% ------------------ --32.1%00.3%----31.6%--02.4%-- --21.7%22.6%47.5%--21.2%22.4%--25.7% 24.7%1611.1%1315.1%36.4%24.3%199.6%911.4%--49.7% 12.9%128.0%44.6%11.8%00.5%63.2%33.3%216.8%26.2% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 330Page 330 Q22 Changes on property to reduce water usage Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Used water-efficient faucetand showerheads, toilets Used rain barrels Installedtankless waterheater Use a grey-water system Collected,reused water(rain/shower) Washed car lessoften / Usedwater-efficientmethods towash car Reduced waterusage in general/ Let grass die Installed newsprinklers 33 272 54 16 60 14 37.9%186.6%23.3%--47.3%-- --82.8%--15.7%12.3%-- 00.8%20.9%11.3%--00.5%-- ------------ --20.9%----00.5%15.5% 25.7%82.8%----00.5%13.7% 514.5%2910.7%47.1%--812.7%15.5% 00.8%145.2%24.6%--22.7%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 331Page 331 Q22 Changes on property to reduce water usage Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Reduced grass,plants Plant ed droughttolerant plants Changed poolusage,equipment Other (uniqueresponses) Not sure, cannotthink ofanythingspecific Prefer not toanswer 416 351 40 65 337 333 63 192 208 4611.0%318.7%1024.4%710.8%3610.8%3610.8%812.4%2714.1%199.0% 92.1%92.5%--23.4%72.0%82.5%00.7%31.6%62.8% 71.7%51.5%----72.1%51.6%--10.8%62.7% 143.4%92.7%25.5%23.3%123.6%133.9%11.6%63.0%63.1% 71.6%71.9%----72.0%51.5%11.2%52.4%21.1% 4711.2%4713.3%00.6%57.2%3811.3%4413.1%23.0%199.9%2612.5% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 332Page 332 Q22 Changes on property to reduce water usage Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Reduced grass,plants Plant ed droughttolerant plants Changed poolusage,equipment Other (uniqueresponses) Not sure, cannotthink ofanythingspecific Prefer not toanswer 14 19 20 36 39 70 74 375 32 324.1%--315.8%410.6%410.4%79.6%912.2%4110.9%12.3% ----01.4%25.4%--23.5%23.2%71.9%25.9% ------12.6%--10.7%45.1%71.9%-- 02.0%313.8%--12.0%36.7%11.3%22.6%143.8%-- ------37.4%36.8%----61.6%12.4% 216.0%528.5%418.4%513.3%512.4%68.2%11.2%379.9%929.4% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 333Page 333 Q22 Changes on property to reduce water usage Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Reduced grass,plants Plant ed droughttolerant plants Changed poolusage,equipment Other (uniqueresponses) Not sure, cannotthink ofanythingspecific Prefer not toanswer 10 29 22 25 28 79 222 385 22 15.4%14.9%523.4%27.5%28.5%1012.6%2410.9%4311.2%-- ------415.0%01.6%00.3%42.0%92.3%-- ------13.7%--11.2%52.4%71.9%-- 114.7%--13.3%01.1%--33.9%93.9%123.0%311.8% --26.5%13.5%----11.6%31.3%71.8%-- 112.7%722.4%27.0%518.1%620.5%1012.1%187.9%3910.0%730.4% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 334Page 334 Q22 Changes on property to reduce water usage Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Reduced grass,plants Plant ed droughttolerant plants Changed poolusage,equipment Other (uniqueresponses) Not sure, cannotthink ofanythingspecific Prefer not toanswer 95 98 23 198 15 38 49 78 179 1414.9%1111.7%02.0%209.9%317.1%411.2%47.8%1013.2%2011.3% 22.0%10.5%--63.3%----00.6%22.4%52.7% --44.4%--31.4%----11.9%11.2%52.9% 22.6%00.5%13.2%115.3%02.9%511.9%11.5%22.2%52.7% 00.3%10.7%--62.9%--25.0%----42.3% 54.8%1313.4%418.0%2311.7%02.9%718.8%612.4%1113.5%147.9% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 335Page 335 Q22 Changes on property to reduce water usage Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Reduced grass,plants Plant ed droughttolerant plants Changed poolusage,equipment Other (uniqueresponses) Not sure, cannotthink ofanythingspecific Prefer not toanswer 40 147 83 51 50 199 81 11 38 36.5%1811.9%1112.8%36.6%59.3%199.3%1114.0%219.2%410.0% --53.3%--23.8%00.5%21.2%55.6%---- 12.3%21.7%--23.7%23.8%73.6%------ 49.5%53.6%44.9%00.9%11.1%84.3%22.9%---- 01.1%42.5%22.3%----62.9%------ 11.8%95.9%56.2%1326.3%48.2%146.9%1518.3%04.0%1024.9% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 336Page 336 Q22 Changes on property to reduce water usage Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Reduced grass,plants Plant ed droughttolerant plants Changed poolusage,equipment Other (uniqueresponses) Not sure, cannotthink ofanythingspecific Prefer not toanswer 33 272 54 16 60 14 412.8%3111.5%611.3%18.9%57.7%214.7% --83.0%----00.5%13.7% --41.4%--317.2%--13.7% 12.9%103.8%35.3%01.6%10.9%-- 01.4%41.6%11.3%--00.5%211.0% 25.7%3211.9%24.5%320.3%813.2%15.5% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 337Page 337 Q23 Satisfaction with communication Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not toanswer 651 552 63 107 513 491 118 315 312 22434.5%21839.5%57.9%4037.0%17734.5%17335.3%4235.6%11937.7%10433.4% 31448.2%25947.0%3555.7%4642.7%25950.5%24249.3%5143.5%14947.2%14847.6% 365.5%264.7%913.9%109.7%224.3%275.6%65.1%144.4%227.0% 132.0%40.8%69.4%65.9%51.0%91.8%53.9%82.5%31.1% 548.3%397.1%69.4%43.6%458.7%346.9%1210.5%237.2%278.7% 101.6%50.9%23.7%11.1%51.0%61.2%21.4%31.0%72.2% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 338Page 338 Q23 Satisfaction with communication Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not toanswer 19 28 36 57 75 97 123 561 75 843.0%1139.1%1542.1%1627.8%2634.7%4748.2%4335.0%20436.3%2027.0% 738.4%1555.6%1335.6%3358.2%4256.1%4142.3%5544.6%26647.3%3952.2% 17.1%15.3%39.6%11.3%22.4%33.1%1310.3%305.4%45.5% 14.4%--11.8%12.4%22.6%00.3%32.8%111.9%33.7% 15.8%--410.9%610.3%33.5%66.1%75.6%488.5%45.6% 01.3%------00.6%--21.7%40.6%56.0% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 339Page 339 Q23 Satisfaction with communication Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not toanswer 26 52 46 44 38 125 320 593 38 936.3%1833.8%1225.3%1944.0%1127.5%3023.9%12639.4%20935.3%1538.8% 1142.1%2344.5%2962.0%1839.9%2053.1%6551.9%14846.4%28948.7%1949.9% 15.3%610.9%12.6%24.3%614.3%119.0%92.7%315.3%37.0% 27.9%11.4%00.6%11.6%01.2%32.7%61.8%122.0%00.7% 28.4%12.6%49.6%35.8%12.7%1511.9%278.6%478.0%13.6% --46.7%--24.3%01.2%10.6%41.2%40.7%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 340Page 340 Q23 Satisfaction with communication Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not toanswer 142 137 37 326 34 62 76 131 260 7150.2%5439.4%1335.6%8425.7%824.5%1829.4%2229.4%4836.4%11544.2% 6042.6%7454.2%1333.6%16650.8%1234.1%3454.1%3545.9%6751.1%11142.7% 21.7%42.8%38.3%268.1%410.3%46.9%79.7%96.6%83.2% 32.1%--11.9%102.9%25.7%22.5%10.7%21.3%31.3% 42.9%43.1%820.6%3811.5%515.8%24.0%1013.6%64.7%218.2% 10.5%10.5%--30.9%39.6%23.1%00.6%--10.4% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 341Page 341 Q23 Satisfaction with communication Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not toanswer 64 224 113 99 85 300 126 26 66 2641.2%9341.5%4237.6%2424.3%2327.4%12240.8%4535.5%1247.0%1624.1% 2640.9%10044.6%5851.7%5454.2%4451.7%13545.2%5745.2%1351.3%3755.5% 11.6%114.7%43.4%87.7%910.4%124.0%107.7%01.8%34.9% 00.4%31.3%21.7%33.1%44.7%20.8%21.7%---- 1015.9%156.8%65.3%1110.8%44.9%248.2%108.2%--811.4% --21.0%00.4%--10.9%30.9%21.7%--34.1% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 342Page 342 Q23 Satisfaction with communication Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not toanswer 48 419 74 23 115 20 1326.3%13231.6%2938.5%837.0%4841.9%733.4% 2551.1%21651.6%3546.4%1358.4%4236.7%736.3% 510.4%245.8%34.3%--86.8%02.4% 48.3%71.7%10.9%--43.3%29.4% 23.3%327.7%79.0%13.4%119.6%314.5% 00.6%71.6%11.0%01.1%21.6%13.9% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 343Page 343 Q24 Recall receiving the Pipeline Customer Newsletter Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Yes No Not sure Prefer not toanswer 651 552 63 107 513 491 118 315 312 31648.6%27750.1%2437.7%5147.3%25649.9%23648.2%6555.7%15749.8%15148.4% 19830.4%16329.5%2640.8%3835.4%15229.6%15130.8%3832.0%9229.1%9530.4% 12819.7%10819.5%1218.6%1917.3%10119.6%9719.8%1412.3%6520.5%5919.1% 91.3%50.9%23.0%--50.9%61.3%--20.6%62.1% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 344Page 344 Q24 Recall receiving the Pipeline Customer Newsletter Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Yes No Not sure Prefer not toanswer 19 28 36 57 75 97 123 561 75 314.6%932.1%1440.3%2341.1%3851.5%5658.2%6048.7%29352.2%1823.4% 1264.3%1035.3%823.5%2238.1%2228.9%2424.4%4234.3%16228.8%3141.4% 419.7%932.6%1336.2%1017.5%1519.6%1717.3%2117.0%10418.5%2229.7% 01.3%----23.3%------30.5%45.4% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 345Page 345 Q24 Recall receiving the Pipeline Customer Newsletter Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Yes No Not sure Prefer not toanswer 26 52 46 44 38 125 320 593 38 1038.7%1834.3%1533.0%2045.8%2052.6%5241.3%18156.8%29649.9%1949.0% 1142.6%2242.6%1736.3%1124.3%1540.0%3729.5%8526.6%17830.0%1333.8% 518.7%1018.9%1430.7%1125.6%37.4%3527.7%5115.8%11719.7%717.2% --24.1%--24.3%--21.5%30.8%30.4%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 346Page 346 Q24 Recall receiving the Pipeline Customer Newsletter Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Yes No Not sure Prefer not toanswer 142 137 37 326 34 62 76 131 260 142100.0%137100.0%37100.0%--1646.1%3150.3%2837.5%7053.1%13351.2% ------19860.7%1442.1%1524.6%2837.0%3526.9%7629.1% ------12839.3%26.2%1422.0%1925.5%2619.5%5119.6% --------25.6%23.1%--10.5%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 347Page 347 Q24 Recall receiving the Pipeline Customer Newsletter Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Yes No Not sure Prefer not toanswer 64 224 113 99 85 300 126 26 66 2437.0%13359.3%6153.7%3737.7%3642.5%16755.8%5039.4%729.0%2538.3% 2843.8%4921.8%2421.4%4242.3%3440.2%8227.3%4737.0%1246.6%1624.1% 1219.2%4218.6%2824.9%2019.9%1517.3%5016.6%2821.9%624.4%2131.8% --10.3%------10.2%21.7%--45.8% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 348Page 348 Q24 Recall receiving the Pipeline Customer Newsletter Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Yes No Not sure Prefer not toanswer 48 419 74 23 115 20 3061.5%19245.9%4662.0%1356.6%5648.9%943.5% 1531.5%13231.4%1824.2%625.3%3631.5%630.1% 37.0%8720.8%1012.8%417.0%2319.5%526.3% --81.8%11.0%01.1%---- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 349Page 349 Q25 Frequency of reading the Pipeline Customer Newsletter Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Always Sometimes Rarely Never Prefer not toanswer 316 277 24 51 256 236 65 157 151 14244.8%12545.1%1146.0%2243.6%11645.4%11448.4%2131.9%7346.4%6543.2% 13743.3%12143.6%938.0%2040.4%11043.1%10142.6%2944.3%6541.6%6744.5% 319.9%269.5%313.0%510.1%2610.3%187.5%1420.8%149.1%1711.4% 61.9%51.7%13.0%35.3%31.3%41.5%22.5%42.8%21.0% 00.1%00.1%--00.6%----00.5%00.2%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 350Page 350 Q25 Frequency of reading the Pipeline Customer Newsletter Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Always Sometimes Rarely Never Prefer not toanswer 3 9 14 23 38 56 60 293 18 137.3%665.0%531.4%728.2%1948.7%2443.1%1931.7%13546.1%527.0% 136.7%328.8%856.0%1354.9%1642.0%2341.0%3050.2%12342.1%1059.3% 125.9%16.2%212.6%310.7%37.9%611.3%1016.5%3010.2%14.1% ------16.2%11.4%34.6%11.5%41.5%29.6% --------------00.1%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 351Page 351 Q25 Frequency of reading the Pipeline Customer Newsletter Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Always Sometimes Rarely Never Prefer not toanswer 10 18 15 20 20 52 181 296 19 440.4%525.5%850.7%627.6%841.0%1528.4%9753.5%13244.6%950.8% 547.6%1159.5%531.5%841.2%946.2%3058.7%6938.0%12943.6%736.5% 02.8%17.5%317.8%631.2%28.3%612.4%137.0%299.8%212.7% 19.2%17.4%----14.5%--31.5%51.9%-- ----------00.6%--00.1%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 352Page 352 Q25 Frequency of reading the Pipeline Customer Newsletter Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Always Sometimes Rarely Never Prefer not toanswer 142 137 37 -16 31 28 70 133 142100.0%------741.4%1342.3%931.6%2231.6%7253.9% --137100.0%----533.2%1546.6%1655.9%3652.2%4937.1% ----3184.1%--320.7%26.3%310.9%1116.2%107.2% ----615.9%--14.6%24.8%01.6%--31.9% ------------------ Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 353Page 353 Q25 Frequency of reading the Pipeline Customer Newsletter Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Always Sometimes Rarely Never Prefer not toanswer 24 133 61 37 36 167 50 7 25 1666.3%6750.8%3252.7%719.2%926.1%8248.8%2754.2%674.4%728.9% 728.8%5340.1%1829.3%2566.8%2056.1%7142.4%1530.8%06.1%1245.4% 13.0%96.9%1017.0%412.1%514.9%116.8%511.0%119.5%725.7% 01.9%32.2%00.5%11.9%12.9%42.1%23.4%---- ----00.5%------00.6%---- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 354Page 354 Q25 Frequency of reading the Pipeline Customer Newsletter Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Always Sometimes Rarely Never Prefer not toanswer 30 192 46 13 56 9 1032.4%9147.4%1941.5%535.3%2340.4%448.4% 1653.8%8142.4%2350.9%650.0%2238.9%442.0% 413.8%178.8%25.4%214.7%916.8%16.1% --31.4%12.3%--23.9%-- ----------03.5% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 355Page 355 Q26a Email Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Very effective Somewhateffective Not at all Not sure / Prefernot to answer 651 552 63 107 513 491 118 315 312 26540.8%22741.2%2539.5%4643.2%20940.9%20241.1%4941.5%13342.3%12339.4% 29545.3%25746.7%2540.2%3936.4%24247.2%22145.0%5446.0%14044.5%14245.6% 6510.1%488.7%1117.0%1716.1%438.4%479.6%1411.6%319.9%3210.4% 253.9%193.4%23.3%54.3%183.5%214.3%10.9%113.4%144.6% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 356Page 356 Q26a Email Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Very effective Somewhateffective Not at all Not sure / Prefernot to answer 19 28 36 57 75 97 123 561 75 632.1%1140.5%1439.3%2340.2%2128.0%4041.6%5947.7%23441.6%2736.0% 738.3%727.3%1644.0%2543.7%4256.7%4748.6%5746.1%26146.5%2837.2% 525.1%622.6%24.9%59.6%1114.9%99.7%64.6%509.0%1419.1% 14.5%39.6%411.8%46.5%00.4%--21.5%162.9%67.8% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 357Page 357 Q26a Email Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Very effective Somewhateffective Not at all Not sure / Prefernot to answer 26 52 46 44 38 125 320 593 38 1247.5%2547.2%1941.2%1841.3%1539.9%4032.0%13642.6%24741.6%1335.4% 1039.3%1732.0%2144.9%2148.3%1642.8%6350.2%14746.0%27646.6%1743.8% 26.6%815.3%612.7%24.3%512.4%1814.4%257.9%538.9%514.2% 26.6%35.5%11.2%36.1%25.0%43.4%113.5%172.9%36.6% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 358Page 358 Q26a Email Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Very effective Somewhateffective Not at all Not sure / Prefernot to answer 142 137 37 326 34 62 76 131 260 8157.3%4734.3%1128.5%12738.8%1337.2%3150.0%3343.0%5844.0%10440.1% 4834.0%7555.0%1848.0%15146.2%1647.2%2235.8%3242.4%6549.5%11945.9% 96.0%117.9%922.8%3610.9%39.0%57.6%911.7%64.7%2911.1% 42.7%42.8%00.7%134.0%26.5%46.6%22.9%21.7%82.9% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 359Page 359 Q26a Email Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Very effective Somewhateffective Not at all Not sure / Prefernot to answer 64 224 113 99 85 300 126 26 66 2335.9%9442.0%5044.8%4444.9%3136.9%13143.8%4334.4%1557.6%2740.2% 3149.0%10346.1%4943.9%4747.4%4148.4%13444.9%6249.1%935.6%3045.2% 813.2%219.6%1110.2%43.9%1011.4%299.8%1713.3%13.9%35.0% 11.8%52.4%11.1%43.9%33.3%41.5%43.2%12.8%69.6% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 360Page 360 Q26a Email Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Very effective Somewhateffective Not at all Not sure / Prefernot to answer 48 419 74 23 115 20 1326.9%15937.9%3446.3%941.1%5548.0%838.2% 2960.5%20549.1%2736.6%1150.2%4135.7%1048.6% 612.0%389.1%1013.3%13.4%1412.3%313.2% 00.6%174.0%33.8%15.3%54.0%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 361Page 361 Q26b Newsletters emailed to you / Electronic Newsletters Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Very effective Somewhateffective Not at all Not sure / Prefernot to answer 651 552 63 107 513 491 118 315 312 20832.0%18433.4%1625.1%3734.4%16432.0%15631.8%4235.8%10232.3%10032.2% 29645.5%25345.8%2743.1%3936.7%24347.4%22646.1%5042.7%14746.5%13844.4% 10516.2%8214.8%1625.5%2725.0%7614.8%7815.8%2218.8%4714.9%5316.9% 416.3%336.0%46.3%43.9%305.8%316.3%32.8%206.3%206.6% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 362Page 362 Q26b Newsletters emailed to you / Electronic Newsletters Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Very effective Somewhateffective Not at all Not sure / Prefernot to answer 19 28 36 57 75 97 123 561 75 527.1%726.7%1543.2%1729.3%2128.3%3333.7%4737.7%18332.6%2228.9% 735.5%1555.6%1234.2%2441.1%3749.3%4951.1%5746.2%25845.9%3344.2% 631.2%310.8%616.2%1118.5%1622.1%1313.8%1210.0%8815.7%1621.8% 16.2%27.0%26.4%611.1%00.4%11.4%86.1%335.8%45.1% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 363Page 363 Q26b Newsletters emailed to you / Electronic Newsletters Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Very effective Somewhateffective Not at all Not sure / Prefernot to answer 26 52 46 44 38 125 320 593 38 1247.7%1528.8%1021.6%1124.8%1642.9%2922.9%11536.0%19232.3%1333.4% 934.6%2344.5%2657.1%2657.9%1231.2%5846.5%14244.4%27346.0%1847.3% 414.7%1222.3%920.2%510.4%513.2%3124.8%4012.5%9616.2%616.8% 13.0%24.4%11.2%36.8%512.7%75.8%227.0%335.5%12.4% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 364Page 364 Q26b Newsletters emailed to you / Electronic Newsletters Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Very effective Somewhateffective Not at all Not sure / Prefernot to answer 142 137 37 326 34 62 76 131 260 6948.9%3122.6%412.0%10431.8%1028.7%2032.5%2938.7%4131.6%9536.5% 5035.0%7856.8%1745.6%14745.1%1750.3%2947.4%3242.3%6448.7%11142.8% 1611.2%2518.2%1539.8%4915.2%411.8%1015.4%1115.1%2116.3%4015.4% 75.0%32.4%12.7%267.9%39.1%34.7%33.9%43.4%145.3% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 365Page 365 Q26b Newsletters emailed to you / Electronic Newsletters Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Very effective Somewhateffective Not at all Not sure / Prefernot to answer 64 224 113 99 85 300 126 26 66 2640.2%8035.8%3530.6%2828.2%2428.8%10334.4%4132.4%1246.0%1928.7% 2132.8%9241.1%5952.1%5858.5%3743.8%13143.8%5644.6%934.0%3857.7% 1421.9%4118.3%1816.1%55.1%1720.3%5618.5%2116.5%311.5%34.9% 35.1%114.9%11.1%88.2%67.0%103.2%86.5%28.5%68.7% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 366Page 366 Q26b Newsletters emailed to you / Electronic Newsletters Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Very effective Somewhateffective Not at all Not sure / Prefernot to answer 48 419 74 23 115 20 1530.1%13231.6%2634.9%626.4%3631.5%839.6% 2347.0%20047.8%2736.2%1251.3%4942.6%841.7% 919.5%6415.3%1520.4%417.0%1816.0%418.7% 23.4%225.3%68.5%15.3%119.9%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 367Page 367 Q26c Social Media like Twitter, Facebook and Instagram Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Very effective Somewhateffective Not at all Not sure / Prefernot to answer 651 552 63 107 513 491 118 315 312 6710.3%6211.2%46.0%1311.8%509.8%5010.3%1210.6%299.1%3812.2% 18228.0%15327.8%2234.4%3129.4%14127.5%14429.4%3126.6%8326.3%9329.9% 32650.1%27049.0%3555.5%5450.2%25950.5%24249.3%6151.8%16351.6%14947.8% 7611.6%6612.0%34.1%98.6%6212.2%5411.1%1311.0%4112.9%3110.0% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 368Page 368 Q26c Social Media like Twitter, Facebook and Instagram Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Very effective Somewhateffective Not at all Not sure / Prefernot to answer 19 28 36 57 75 97 123 561 75 418.9%311.9%719.0%46.2%912.0%98.8%1713.8%559.8%1215.6% 317.9%725.0%1027.2%2237.7%2026.5%3233.1%4032.9%15828.2%1925.2% 945.3%1450.9%1336.7%2442.0%4053.3%5354.6%5746.1%28851.3%3546.0% 317.9%312.2%617.1%814.1%68.3%33.4%97.2%6110.8%1013.2% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 369Page 369 Q26c Social Media like Twitter, Facebook and Instagram Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Very effective Somewhateffective Not at all Not sure / Prefernot to answer 26 52 46 44 38 125 320 593 38 727.9%611.8%612.5%49.1%717.2%118.6%278.3%6110.3%512.8% 416.0%1324.7%1737.9%1739.7%1437.1%3931.6%7724.0%17128.8%923.7% 1245.2%2853.9%2247.8%1430.8%1743.9%6148.7%17354.1%29850.2%2156.1% 311.0%59.6%11.8%920.5%11.9%1411.1%4413.6%6410.7%37.3% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 370Page 370 Q26c Social Media like Twitter, Facebook and Instagram Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Very effective Somewhateffective Not at all Not sure / Prefernot to answer 142 137 37 326 34 62 76 131 260 1812.7%96.4%12.8%3912.0%38.5%69.0%1012.7%2015.5%228.3% 2920.4%4935.9%718.8%9529.0%822.2%1422.8%2026.7%4836.3%6625.3% 7754.0%6345.8%2976.4%15647.8%1853.2%3353.1%4154.0%5138.8%14555.9% 1812.9%1611.8%11.9%3711.2%516.1%915.1%56.5%129.4%2710.4% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 371Page 371 Q26c Social Media like Twitter, Facebook and Instagram Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Very effective Somewhateffective Not at all Not sure / Prefernot to answer 64 224 113 99 85 300 126 26 66 58.2%219.5%98.1%1616.3%1112.5%247.9%2015.5%727.5%811.8% 1320.2%5223.4%4136.2%3636.3%2225.5%8327.9%3124.6%831.0%2740.8% 3961.3%12455.5%5548.5%3737.4%4452.1%17257.5%5543.4%1038.2%2334.0% 710.3%2611.6%87.1%1010.0%89.9%206.7%2116.5%13.2%913.4% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 372Page 372 Q26c Social Media like Twitter, Facebook and Instagram Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Very effective Somewhateffective Not at all Not sure / Prefernot to answer 48 419 74 23 115 20 511.3%4310.2%710.0%314.0%1210.1%210.5% 1327.5%12329.5%2027.2%731.3%2925.4%211.5% 2653.3%20949.8%4053.3%940.0%5850.1%1154.4% 48.0%4410.6%79.5%314.7%1714.4%523.5% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 373Page 373 Q26d Otay Water District website Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Very effective Somewhateffective Not at all Not sure / Prefernot to answer 651 552 63 107 513 491 118 315 312 13320.4%11821.4%1015.6%3532.9%9117.7%9920.1%2924.3%7122.6%6019.4% 32049.1%27650.0%3251.1%3633.6%27553.7%24149.1%5949.8%14044.2%16854.0% 15323.5%12322.2%1930.0%3229.6%11422.1%11222.9%2924.8%7925.0%6520.8% 467.1%356.4%23.3%43.9%336.4%397.9%11.1%268.2%185.9% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 374Page 374 Q26d Otay Water District website Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Very effective Somewhateffective Not at all Not sure / Prefernot to answer 19 28 36 57 75 97 123 561 75 526.9%519.5%1027.5%1119.6%1114.5%2121.9%3326.8%11220.0%2026.6% 840.0%1449.4%1542.6%2645.6%3952.1%5556.8%5242.4%28350.5%2938.2% 526.9%415.2%618.2%1628.3%2127.6%1616.8%3225.9%13023.1%2026.8% 16.2%415.9%411.8%46.5%45.7%44.5%64.9%366.5%68.4% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 375Page 375 Q26d Otay Water District website Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Very effective Somewhateffective Not at all Not sure / Prefernot to answer 26 52 46 44 38 125 320 593 38 831.9%1427.3%1021.7%716.0%923.0%1814.1%6720.8%12220.7%922.6% 830.8%2242.9%2349.1%2148.6%1230.1%6552.1%16852.7%29449.6%1744.4% 726.8%1121.7%1327.4%1124.2%1539.3%3326.2%6419.9%13723.0%1230.7% 310.5%48.1%11.8%511.2%37.7%97.6%216.6%406.7%12.3% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 376Page 376 Q26d Otay Water District website Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Very effective Somewhateffective Not at all Not sure / Prefernot to answer 142 137 37 326 34 62 76 131 260 2920.6%2518.3%616.8%7222.1%412.6%1422.5%1520.0%3728.2%4918.8% 8056.3%7756.0%1540.4%14544.5%1646.9%2946.9%3850.2%6246.9%13250.8% 2618.2%2518.3%1642.9%8425.8%1235.3%1422.2%2026.4%2418.6%5822.4% 74.9%107.4%--257.7%25.2%58.4%33.3%86.3%218.0% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 377Page 377 Q26d Otay Water District website Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Very effective Somewhateffective Not at all Not sure / Prefernot to answer 64 224 113 99 85 300 126 26 66 914.2%4720.8%2421.0%2323.7%2125.4%5919.7%3124.5%726.2%1624.2% 3655.5%10747.6%5952.4%4646.7%4047.7%16053.3%6148.0%1142.7%2639.9% 1421.7%5725.3%2824.6%2020.4%1921.9%6722.3%2721.4%622.7%2030.3% 58.5%146.2%22.0%99.2%45.1%144.7%86.1%28.5%45.6% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 378Page 378 Q26d Otay Water District website Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Very effective Somewhateffective Not at all Not sure / Prefernot to answer 48 419 74 23 115 20 510.1%8019.2%1723.3%28.0%3025.7%317.2% 2552.4%21751.7%3445.9%1147.9%4942.3%945.9% 1326.2%9623.0%1824.3%834.7%2622.1%526.6% 511.3%266.1%56.6%29.4%119.9%210.3% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 379Page 379 Q26e Newsletters mailed to your house Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Very effective Somewhateffective Not at all Not sure / Prefernot to answer 651 552 63 107 513 491 118 315 312 18929.1%17531.7%1118.1%3734.9%14428.1%14629.8%3731.1%8426.6%9831.6% 32750.2%27549.8%3251.3%4440.9%27052.7%25451.8%5345.4%17254.7%14546.6% 9815.1%7313.2%1726.5%2220.9%7214.1%6713.6%2118.2%4113.1%5116.2% 365.6%295.3%34.1%43.4%265.1%244.9%65.3%185.6%185.6% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 380Page 380 Q26e Newsletters mailed to your house Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Very effective Somewhateffective Not at all Not sure / Prefernot to answer 19 28 36 57 75 97 123 561 75 631.1%1138.8%1027.4%2238.2%1824.3%2525.8%2923.2%16429.2%2330.7% 528.5%1140.1%1645.3%2645.2%4357.2%5556.9%7359.2%28851.3%3242.2% 525.9%311.5%720.9%610.1%1215.8%1414.2%1613.2%8314.8%1520.2% 314.5%39.6%26.4%46.5%22.8%33.2%54.5%264.7%56.8% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 381Page 381 Q26e Newsletters mailed to your house Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Very effective Somewhateffective Not at all Not sure / Prefernot to answer 26 52 46 44 38 125 320 593 38 933.9%1834.6%1329.2%920.7%1232.4%3124.7%9730.3%17529.5%1025.8% 1141.5%2242.0%2554.6%2353.1%2052.2%5543.7%17153.6%30451.3%2154.1% 519.8%1121.5%715.6%512.1%38.6%3124.5%3611.1%8514.4%719.4% 14.8%11.9%00.6%614.1%36.8%97.1%165.0%294.8%00.7% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 382Page 382 Q26e Newsletters mailed to your house Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Very effective Somewhateffective Not at all Not sure / Prefernot to answer 142 137 37 326 34 62 76 131 260 6646.5%2719.7%513.9%9128.0%926.5%1626.6%2128.0%3123.3%8834.0% 6344.6%9065.7%1847.0%15347.0%1645.6%3556.3%3140.4%7557.0%12949.6% 128.2%1813.2%1232.1%5516.8%617.4%812.4%1824.1%1914.4%3413.0% 10.6%21.4%37.1%278.2%410.5%34.7%67.6%75.4%93.4% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 383Page 383 Q26e Newsletters mailed to your house Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Very effective Somewhateffective Not at all Not sure / Prefernot to answer 64 224 113 99 85 300 126 26 66 1827.5%7332.8%3631.8%2424.1%2327.2%8127.1%5341.8%520.8%1523.3% 3249.9%12154.2%5549.0%5253.0%3743.4%15852.6%5039.3%1972.4%3857.3% 1117.5%219.6%2118.3%1313.5%1821.6%5418.0%1512.3%15.7%68.9% 35.1%83.5%10.9%99.4%77.7%72.3%86.6%01.1%710.5% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 384Page 384 Q26e Newsletters mailed to your house Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Very effective Somewhateffective Not at all Not sure / Prefernot to answer 48 419 74 23 115 20 1121.8%11427.3%2431.8%626.8%3933.7%733.2% 2960.5%22653.9%3547.2%941.9%5043.5%733.7% 612.9%5914.0%1215.7%626.0%1714.6%526.5% 24.9%204.9%45.3%15.3%98.2%16.6% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 385Page 385 Q26f Information inserted into your water bill envelope Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Very effective Somewhateffective Not at all Not sure / Prefernot to answer 651 552 63 107 513 491 118 315 312 20932.0%19134.6%1320.6%4239.2%15830.9%16533.6%3428.6%9128.8%11436.6% 21533.0%18232.9%2438.1%3330.7%17333.7%16032.6%4437.1%12138.2%8928.5% 18929.0%14826.8%2437.2%3028.4%14929.1%13727.9%3429.1%8727.5%8928.4% 396.0%315.7%34.1%21.8%336.3%295.9%65.3%175.5%206.5% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 386Page 386 Q26f Information inserted into your water bill envelope Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Very effective Somewhateffective Not at all Not sure / Prefernot to answer 19 28 36 57 75 97 123 561 75 1155.2%1657.0%1541.1%2035.5%1622.0%2627.1%3427.9%17931.9%2533.8% 314.8%517.7%720.6%1525.5%3344.8%3738.4%4637.4%19334.4%1924.8% 315.5%518.4%1131.9%1628.5%2229.0%3132.5%3528.4%16228.9%2431.9% 314.5%27.0%26.4%610.5%34.2%21.9%86.4%274.8%79.4% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 387Page 387 Q26f Information inserted into your water bill envelope Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Very effective Somewhateffective Not at all Not sure / Prefernot to answer 26 52 46 44 38 125 320 593 38 1040.0%1834.7%1840.0%1227.4%1025.6%3225.3%10833.9%19432.7%924.2% 934.7%1732.2%1430.8%1432.8%1436.7%5342.4%9329.3%19633.0%1950.1% 622.3%1528.7%1328.6%1330.1%1332.7%3326.4%9630.0%17228.9%1025.1% 13.0%24.4%00.6%49.7%25.0%75.8%226.9%325.3%00.7% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 388Page 388 Q26f Information inserted into your water bill envelope Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Very effective Somewhateffective Not at all Not sure / Prefernot to answer 142 137 37 326 34 62 76 131 260 8056.2%3626.5%821.0%8526.0%822.8%2235.9%2228.5%3627.6%9536.5% 3625.7%6144.2%1335.6%10231.2%1234.7%2032.8%2533.2%5642.8%7729.7% 2517.5%3425.1%1539.7%11334.6%1133.3%1626.3%2431.5%2922.4%7930.3% 10.6%64.2%13.6%278.2%39.1%35.0%56.8%97.2%93.6% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 389Page 389 Q26f Information inserted into your water bill envelope Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Very effective Somewhateffective Not at all Not sure / Prefernot to answer 64 224 113 99 85 300 126 26 66 2641.2%7432.9%3733.0%3333.3%2023.9%9732.3%4938.7%832.7%2131.8% 1930.4%7332.5%4035.9%2626.2%3641.9%10434.7%3829.9%415.6%2537.3% 1727.2%7031.0%3127.5%3232.4%2125.0%9130.4%2822.0%1247.8%1522.6% 11.1%83.5%43.6%88.1%89.2%82.7%129.5%13.9%68.4% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 390Page 390 Q26f Information inserted into your water bill envelope Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Very effective Somewhateffective Not at all Not sure / Prefernot to answer 48 419 74 23 115 20 1020.1%14033.5%2026.3%834.0%3630.9%627.9% 1938.4%14133.7%2837.7%524.1%3429.2%733.9% 1838.2%12028.5%2432.7%628.3%3328.5%527.7% 23.4%184.3%23.3%313.6%1311.5%210.5% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 391Page 391 Q26g Postcards mailed to your house Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Very effective Somewhateffective Not at all Not sure / Prefernot to answer 651 552 63 107 513 491 118 315 312 15924.5%14326.0%1422.1%3935.9%11322.1%12425.3%3025.3%7323.1%8427.0% 28343.4%24845.0%2336.0%4037.4%23145.1%20441.6%5748.9%14345.4%12941.5% 16024.6%12222.2%2437.9%2623.9%12925.1%12625.7%2420.6%7122.5%7925.4% 487.4%386.9%34.1%32.7%397.6%367.4%65.3%289.0%196.1% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 392Page 392 Q26g Postcards mailed to your house Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Very effective Somewhateffective Not at all Not sure / Prefernot to answer 19 28 36 57 75 97 123 561 75 526.3%1034.9%1130.7%1526.7%1419.1%2323.4%3629.0%13724.5%2026.3% 841.9%1138.7%1643.7%2950.1%3648.0%4445.6%5544.4%24243.1%3647.9% 527.3%519.4%513.8%915.1%1926.1%2626.9%2822.9%14225.3%1621.2% 14.5%27.0%411.8%58.1%56.8%44.1%53.7%407.2%34.7% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 393Page 393 Q26g Postcards mailed to your house Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Very effective Somewhateffective Not at all Not sure / Prefernot to answer 26 52 46 44 38 125 320 593 38 1038.6%1323.9%1429.4%1022.0%1640.4%2621.1%7222.5%14724.8%821.0% 1038.6%1733.0%2146.1%1739.7%1436.7%5241.9%15047.1%26644.8%1743.8% 519.7%2038.7%1123.3%921.2%616.0%3830.6%7122.1%14223.9%1129.4% 13.0%24.4%11.2%817.1%36.8%86.4%278.3%396.5%25.8% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 394Page 394 Q26g Postcards mailed to your house Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Very effective Somewhateffective Not at all Not sure / Prefernot to answer 142 137 37 326 34 62 76 131 260 4834.2%2719.3%514.6%7924.2%822.0%1422.5%2836.4%3526.6%5822.5% 5639.7%7353.5%1848.5%13340.7%1955.1%2743.7%2330.7%5542.1%12347.4% 3323.1%2921.3%1231.8%8425.9%617.7%1829.2%2127.6%2922.2%6223.8% 43.1%85.8%25.1%309.2%25.2%34.7%45.4%129.1%166.3% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 395Page 395 Q26g Postcards mailed to your house Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Very effective Somewhateffective Not at all Not sure / Prefernot to answer 64 224 113 99 85 300 126 26 66 914.2%6428.4%2622.7%3030.5%2023.4%7223.9%3628.2%1039.5%1929.1% 3452.5%10044.4%5044.3%4242.7%3440.3%14648.9%5342.1%1038.9%2842.5% 1523.1%4821.2%3531.5%1818.3%2327.4%7123.6%2822.0%517.7%1318.9% 710.2%135.9%21.5%88.4%88.9%113.7%107.7%13.9%69.6% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 396Page 396 Q26g Postcards mailed to your house Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Very effective Somewhateffective Not at all Not sure / Prefernot to answer 48 419 74 23 115 20 816.0%9723.3%1823.5%314.4%3530.1%632.1% 2348.3%18945.1%3040.5%1043.7%4740.9%733.7% 1225.5%10625.4%2128.7%732.4%2017.2%527.7% 510.1%266.2%57.2%29.4%1411.8%16.6% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 397Page 397 Q26h Notices hung on your front door handle Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Very effective Somewhateffective Not at all Not sure / Prefernot to answer 651 552 63 107 513 491 118 315 312 15624.0%14125.6%913.6%3129.3%11522.5%11022.4%4034.4%7222.8%8426.8% 24337.3%20236.7%2945.4%4138.0%19137.3%17936.5%4336.5%12640.0%11035.4% 20932.0%17531.7%2437.3%3028.4%17233.5%17335.2%2824.2%9730.8%9731.0% 436.7%346.1%23.7%54.3%346.7%295.9%65.0%206.4%216.8% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 398Page 398 Q26h Notices hung on your front door handle Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Very effective Somewhateffective Not at all Not sure / Prefernot to answer 19 28 36 57 75 97 123 561 75 630.3%1348.6%1027.2%1627.4%1317.2%2525.4%3730.2%13323.7%2128.1% 734.2%726.5%1541.2%2849.6%2634.7%3435.3%4637.2%21337.9%2431.9% 631.0%518.0%719.8%915.3%3040.1%3738.4%3629.3%18332.6%2432.5% 14.5%27.0%411.8%47.8%67.9%10.9%43.3%335.9%67.5% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 399Page 399 Q26h Notices hung on your front door handle Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Very effective Somewhateffective Not at all Not sure / Prefernot to answer 26 52 46 44 38 125 320 593 38 729.4%1527.8%1633.9%1022.6%1437.0%2822.3%6720.9%14123.7%1334.2% 936.5%1834.9%1942.2%1534.3%922.4%4132.5%13141.1%22838.5%1025.8% 728.4%1630.3%1022.7%1432.1%1538.7%4737.5%9931.0%19132.2%1333.4% 15.8%47.0%11.2%511.1%11.9%107.7%227.0%335.6%36.6% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 400Page 400 Q26h Notices hung on your front door handle Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Very effective Somewhateffective Not at all Not sure / Prefernot to answer 142 137 37 326 34 62 76 131 260 4330.1%3223.1%24.6%8024.6%721.4%1218.8%3545.7%4030.3%5119.7% 4934.6%5137.2%1847.3%12036.9%1648.2%2642.4%2127.2%5340.7%9335.9% 4330.3%4633.6%1746.9%10231.3%719.1%2032.2%1824.2%2922.4%10239.2% 75.0%86.1%01.2%237.2%411.3%46.6%22.9%96.6%145.2% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 401Page 401 Q26h Notices hung on your front door handle Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Very effective Somewhateffective Not at all Not sure / Prefernot to answer 64 224 113 99 85 300 126 26 66 1320.7%5424.3%2723.7%3434.7%2023.4%8227.3%3023.8%729.2%1523.2% 2437.6%8337.0%4539.9%3333.6%3744.0%11939.7%5140.6%934.4%2334.2% 2233.8%7734.3%3833.4%2727.6%2023.0%8829.4%3931.0%829.7%2233.4% 57.9%104.4%33.0%44.0%89.6%113.5%64.7%26.7%69.2% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 402Page 402 Q26h Notices hung on your front door handle Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Very effective Somewhateffective Not at all Not sure / Prefernot to answer 48 419 74 23 115 20 918.8%9121.6%2128.0%520.4%3429.4%632.1% 2040.8%16339.0%2229.5%524.1%4841.8%419.4% 1735.3%14033.4%2533.4%1043.7%2622.4%840.6% 25.1%256.0%79.1%311.7%76.4%27.9% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 403Page 403 Q26i Sponsoring and attending community events Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Very effective Somewhateffective Not at all Not sure / Prefernot to answer 651 552 63 107 513 491 118 315 312 7912.1%7513.5%23.6%1211.3%5811.3%5210.5%2218.9%4012.8%3812.2% 26841.2%23442.4%2235.4%4239.3%21642.2%21944.6%3429.0%11536.6%14646.7% 21833.5%17431.5%3047.6%4441.0%17133.4%16032.6%5042.6%11636.8%9029.0% 8613.2%6912.5%913.4%98.4%6713.1%6012.2%119.5%4413.9%3812.1% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 404Page 404 Q26i Sponsoring and attending community events Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Very effective Somewhateffective Not at all Not sure / Prefernot to answer 19 28 36 57 75 97 123 561 75 315.2%27.9%719.0%610.7%810.7%1010.7%1612.6%6010.7%1520.3% 318.0%1243.4%1028.4%2848.2%2533.8%5253.9%5746.5%23742.3%2837.3% 1260.6%931.1%1234.2%1932.8%3344.7%2424.5%3730.0%19134.1%2431.5% 16.2%517.5%718.4%58.2%810.8%1110.9%1310.9%7312.9%810.9% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 405Page 405 Q26i Sponsoring and attending community events Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Very effective Somewhateffective Not at all Not sure / Prefernot to answer 26 52 46 44 38 125 320 593 38 311.6%815.7%1022.7%48.9%718.9%97.1%3711.6%6811.5%821.3% 1143.0%1936.1%1533.0%1533.4%1743.5%5947.2%13341.6%25342.6%1333.3% 728.5%2139.2%1839.5%1635.7%1230.0%3830.7%10733.4%19933.5%1437.6% 416.9%59.0%24.7%1022.1%37.7%1914.9%4313.5%7312.4%37.8% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 406Page 406 Q26i Sponsoring and attending community events Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Very effective Somewhateffective Not at all Not sure / Prefernot to answer 142 137 37 326 34 62 76 131 260 2719.4%139.2%37.5%3611.0%515.8%610.5%1317.7%1612.4%2710.5% 5942.0%6446.8%1232.2%12839.3%1542.8%2642.4%2229.3%6348.2%11343.6% 3927.2%4331.3%1848.1%11936.4%823.7%2235.0%3444.4%3526.5%8834.0% 1611.5%1712.7%512.2%4313.3%617.7%812.2%78.6%1712.9%3111.9% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 407Page 407 Q26i Sponsoring and attending community events Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Very effective Somewhateffective Not at all Not sure / Prefernot to answer 64 224 113 99 85 300 126 26 66 69.7%2210.0%1613.8%1313.3%1416.8%3110.4%2418.6%14.9%1320.1% 2336.0%9441.9%4842.3%4444.4%3338.5%13846.1%4737.5%934.5%2537.2% 2742.9%8236.8%4035.1%2828.7%2731.3%10635.3%4333.7%1037.9%1319.4% 711.5%2511.3%108.8%1313.7%1113.4%258.2%1310.1%622.7%1523.3% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 408Page 408 Q26i Sponsoring and attending community events Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Very effective Somewhateffective Not at all Not sure / Prefernot to answer 48 419 74 23 115 20 35.7%5011.9%912.3%29.8%1613.7%29.2% 2552.7%17341.3%3243.4%1150.2%4438.1%839.6% 1531.4%13832.8%2432.9%729.4%4135.3%944.6% 510.1%5914.0%811.4%210.6%1512.9%16.6% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 409Page 409 Q26j Text messages Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Very effective Somewhateffective Not at all Not sure / Prefernot to answer 651 552 63 107 513 491 118 315 312 17126.3%14626.4%1827.7%4340.2%12023.4%13026.5%3328.2%7323.1%9731.2% 26340.4%22640.9%2335.7%2825.8%22744.3%19840.3%5042.8%13542.8%11537.0% 18027.7%15127.3%2132.5%3229.6%13826.9%13527.5%3126.5%9128.8%8125.9% 365.6%295.3%34.1%54.3%275.4%285.8%32.5%175.3%195.9% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 410Page 410 Q26j Text messages Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Very effective Somewhateffective Not at all Not sure / Prefernot to answer 19 28 36 57 75 97 123 561 75 944.8%1037.3%1234.5%1628.0%1216.0%2222.3%4234.4%14425.7%2330.0% 315.8%1038.1%1747.8%2341.0%3343.6%4546.2%4838.9%23241.3%2836.9% 734.9%517.6%411.2%1323.2%2736.7%3030.9%2722.3%15928.3%2026.2% 14.5%27.0%26.4%47.8%33.7%10.5%54.4%264.7%56.8% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 411Page 411 Q26j Text messages Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Very effective Somewhateffective Not at all Not sure / Prefernot to answer 26 52 46 44 38 125 320 593 38 933.9%2038.9%1941.4%1737.7%1435.4%3225.6%6119.0%15526.1%1231.8% 831.4%1733.2%1838.7%1739.1%1641.0%5544.3%13241.2%25142.2%1333.5% 728.5%1426.1%919.2%716.6%821.7%3023.8%10532.9%15926.8%1334.0% 26.1%11.9%00.6%36.6%11.9%86.3%226.9%294.9%00.7% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 412Page 412 Q26j Text messages Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Very effective Somewhateffective Not at all Not sure / Prefernot to answer 142 137 37 326 34 62 76 131 260 3726.4%3827.7%719.0%8927.2%618.7%1727.7%3242.1%5440.9%4416.8% 5639.5%6446.4%1436.5%12739.1%1336.7%2744.0%3039.9%4735.5%12146.5% 4229.3%3424.6%1643.0%8726.7%1235.4%1421.9%1114.8%2720.9%8432.2% 74.8%21.4%11.5%237.1%39.1%46.4%23.2%42.7%124.4% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 413Page 413 Q26j Text messages Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Very effective Somewhateffective Not at all Not sure / Prefernot to answer 64 224 113 99 85 300 126 26 66 1218.3%4419.8%3531.0%4343.3%2529.1%6922.9%4132.5%1352.0%1218.4% 2945.7%9643.0%4136.4%3030.0%4047.2%13143.8%3830.3%832.1%3958.3% 2133.3%7533.3%3328.9%2121.7%1619.1%9331.1%3930.8%311.0%1015.2% 22.7%93.9%43.7%55.0%44.7%62.1%86.4%14.9%58.0% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 414Page 414 Q26j Text messages Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Very effective Somewhateffective Not at all Not sure / Prefernot to answer 48 419 74 23 115 20 1531.5%10324.5%1824.6%731.0%3933.7%421.5% 1940.1%17942.7%2939.5%1147.9%3833.2%628.8% 1327.3%11828.1%2128.6%314.7%2925.4%944.4% 11.1%194.6%57.2%16.4%97.8%15.3% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 415Page 415 Q26k Automated voice calls via telephone Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Very effective Somewhateffective Not at all Not sure / Prefernot to answer 651 552 63 107 513 491 118 315 312 7611.7%6912.5%46.7%2018.4%5210.1%5110.5%2016.8%288.8%4815.5% 16625.5%14225.7%2133.1%3431.9%12524.3%13227.0%2622.1%7423.5%8527.3% 34753.3%29052.6%3556.1%4744.2%28655.9%25952.7%6454.8%17956.8%15248.9% 629.5%519.3%34.1%65.4%509.7%489.9%76.3%3410.9%268.3% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 416Page 416 Q26k Automated voice calls via telephone Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Very effective Somewhateffective Not at all Not sure / Prefernot to answer 19 28 36 57 75 97 123 561 75 523.9%413.9%926.5%712.4%44.8%88.7%2218.2%6411.4%1114.3% 525.9%829.8%617.1%2035.3%1824.5%2728.3%2923.7%13924.8%2330.4% 945.7%1244.0%1849.2%2339.5%4358.0%6062.4%6048.8%31255.6%3242.4% 14.5%312.2%37.2%712.7%912.7%10.5%119.3%468.2%1012.9% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 417Page 417 Q26k Automated voice calls via telephone Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Very effective Somewhateffective Not at all Not sure / Prefernot to answer 26 52 46 44 38 125 320 593 38 415.0%713.3%716.0%1021.8%512.4%1411.2%309.3%6611.2%922.6% 728.1%1426.6%1021.4%1228.0%1333.9%4334.5%6720.9%15526.1%821.9% 1246.2%2954.6%2350.3%1636.7%1745.0%6048.1%19059.4%31853.7%2054.0% 310.7%35.5%612.4%613.5%38.7%86.2%3310.4%549.0%11.6% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 418Page 418 Q26k Automated voice calls via telephone Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Very effective Somewhateffective Not at all Not sure / Prefernot to answer 142 137 37 326 34 62 76 131 260 1812.5%1410.3%24.3%4313.2%13.6%711.1%1115.0%2518.9%269.9% 3826.9%3625.9%820.3%8325.4%721.7%1626.5%2228.5%4332.9%5320.6% 7049.4%7957.5%2875.3%16751.2%2264.3%3352.9%4053.0%4836.5%16061.7% 1611.2%86.2%--3310.2%410.5%69.5%33.6%1511.7%207.8% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 419Page 419 Q26k Automated voice calls via telephone Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Very effective Somewhateffective Not at all Not sure / Prefernot to answer 64 224 113 99 85 300 126 26 66 812.8%187.9%1714.8%1414.4%1416.5%289.4%2015.5%517.7%1014.8% 2031.8%4419.7%3632.2%2929.5%2225.9%7725.8%3729.3%729.0%1725.8% 3249.9%14564.9%5246.3%4949.9%3945.6%17959.8%5341.7%1350.5%3450.7% 45.5%177.6%76.6%66.2%1012.0%155.0%1713.4%12.8%68.7% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 420Page 420 Q26k Automated voice calls via telephone Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Very effective Somewhateffective Not at all Not sure / Prefernot to answer 48 419 74 23 115 20 612.1%5011.9%912.2%315.1%1210.1%211.9% 1225.7%10926.1%2026.6%520.0%2723.5%526.0% 2653.2%22353.2%3851.6%1254.3%6354.3%1052.9% 49.0%378.7%79.6%210.6%1412.0%29.2% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 421Page 421 Q27 Effective methods of communication Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Emails Text s Face to face Newsletter /Letter, flyers Phone call, cellphone services TV / Radiocommercials Public forum /Meetings Skywriting Billing service /Billingstatements Mailing / Snailmail 651 552 63 107 513 491 118 315 312 50.7%50.8%--00.4%40.8%40.8%00.4%10.4%31.1% 30.5%20.4%11.2%22.0%10.2%30.6%00.4%10.5%20.6% 10.2%10.2%--00.4%10.1%10.1%00.4%10.4%-- 50.8%40.8%11.4%10.8%40.9%30.5%21.9%20.7%31.0% 50.7%40.7%11.1%54.3%--30.7%11.0%20.5%31.0% 50.8%51.0%--32.5%30.5%51.0%10.6%51.5%10.2% 81.2%81.4%--22.0%61.1%61.2%21.6%41.2%41.3% ------------------ 50.8%10.2%46.0%--51.0%51.1%--10.4%20.6% 30.5%30.5%10.8%11.2%20.4%10.3%21.4%30.8%10.2% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 422Page 422 Q27 Effective methods of communication Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Emails Text s Face to face Newsletter /Letter, flyers Phone call, cellphone services TV / Radiocommercials Public forum /Meetings Skywriting Billing service /Billingstatements Mailing / Snailmail 19 28 36 57 75 97 123 561 75 ------11.6%00.6%11.1%21.6%40.8%00.4% --01.6%01.3%12.1%--00.3%00.2%30.6%-- ------00.5%--00.5%00.4%10.2%-- 02.4%------00.6%--21.6%51.0%-- ----12.0%00.5%00.6%22.0%10.7%40.7%11.0% ------23.9%--11.4%11.2%51.0%-- --------22.6%22.0%--61.0%00.4% ------------------ --------------30.6%-- 13.8%----00.8%--00.3%00.2%20.4%11.3% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 423Page 423 Q27 Effective methods of communication Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Emails Text s Face to face Newsletter /Letter, flyers Phone call, cellphone services TV / Radiocommercials Public forum /Meetings Skywriting Billing service /Billingstatements Mailing / Snailmail 26 52 46 44 38 125 320 593 38 13.0%------25.0%00.2%20.5%40.7%00.9% 01.0%00.9%--12.1%00.7%--10.5%30.5%01.2% --11.4%------00.4%--10.2%-- ----23.9%--25.0%--20.5%50.8%-- 01.8%11.7%------21.5%10.4%50.8%-- ------00.7%01.2%--51.5%50.9%-- ----------21.5%61.9%81.3%-- ------------------ ------------51.6%30.6%-- --00.9%11.6%------20.6%30.5%00.7% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 424Page 424 Q27 Effective methods of communication Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit 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, cellphone services TV / Radiocommercials Public forum /Meetings Skywriting Billing service /Billingstatements Mailing / Snailmail 142 137 37 326 34 62 76 131 260 00.3%10.9%--30.9%01.0%--22.5%00.3%20.6% 00.3%21.2%00.7%10.3%--00.7%00.6%00.2%20.7% 00.3%--00.7%00.1%--11.2%----00.2% ----36.8%30.9%14.0%--23.1%00.3%10.5% 10.5%10.5%25.9%10.3%--22.6%--32.0%-- 10.5%11.1%13.6%20.6%--00.7%--00.2%51.8% 42.7%21.4%25.1%00.1%25.6%--00.4%21.5%20.7% ------------------ ------51.6%--23.1%----10.5% 00.2%00.3%--20.7%00.8%00.7%--11.0%10.4% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 425Page 425 Q27 Effective methods of communication Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Emails Text s Face to face Newsletter /Letter, flyers Phone call, cellphone services TV / Radiocommercials Public forum /Meetings Skywriting Billing service /Billingstatements Mailing / Snailmail 64 224 113 99 85 300 126 26 66 --10.5%00.3%10.9%22.6%20.8%21.7%---- 00.4%10.5%00.2%10.9%00.5%20.6%10.7%---- ----00.4%--10.9%00.2%00.4%---- 11.8%00.2%00.4%11.4%22.3%10.4%21.9%--22.7% --10.7%21.9%--11.1%20.6%------ 11.1%41.8%00.3%00.5%--41.3%00.3%---- --20.9%43.4%----41.3%------ ------------------ 12.1%--------10.5%------ 00.4%10.3%21.6%----20.6%10.6%--00.7% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 426Page 426 Q27 Effective methods of communication Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Emails Text s Face to face Newsletter /Letter, flyers Phone call, cellphone services TV / Radiocommercials Public forum /Meetings Skywriting Billing service /Billingstatements Mailing / Snailmail 48 419 74 23 115 20 --20.6%11.4%14.1%00.2%-- 00.6%10.3%--27.6%00.2%-- --10.2%----00.2%-- --30.8%11.0%--11.2%-- 24.5%30.8%11.4%--00.2%-- 11.5%20.6%22.4%--11.2%-- 24.0%81.8%----00.2%-- ------------ 24.0%40.9%----11.2%-- --10.2%--01.1%21.6%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 427Page 427 Q27 Effective methods of communication Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Educationalprograms Other (uniqueresponses) No additionalmethods /Nothing comesto mind Prefer not toanswer 651 552 63 107 513 491 118 315 312 00.1%00.1%--00.4%--00.1%----00.1% 121.9%112.1%00.4%43.8%81.6%112.2%11.1%41.1%72.2% 54283.3%46484.1%5180.3%8377.2%43885.5%40281.9%10488.2%26383.5%26384.5% 629.4%488.7%69.0%98.0%438.4%5210.5%43.8%309.5%278.7% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 428Page 428 Q27 Effective methods of communication Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Educationalprograms Other (uniqueresponses) No additionalmethods /Nothing comesto mind Prefer not toanswer 19 28 36 57 75 97 123 561 75 ------------00.4%--00.6% 01.7%13.6%11.7%23.2%00.4%44.0%--91.6%34.4% 1685.6%2279.0%3186.9%4172.5%6789.9%8183.3%11089.0%47684.7%6079.9% 16.5%415.8%38.2%1017.0%46.0%77.5%86.7%488.6%911.9% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 429Page 429 Q27 Effective methods of communication Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Educationalprograms Other (uniqueresponses) No additionalmethods /Nothing comesto mind Prefer not toanswer 26 52 46 44 38 125 320 593 38 01.8%------------00.1%-- 15.4%23.1%--36.0%25.8%10.4%41.2%101.6%00.7% 2078.6%4178.4%4291.7%3785.1%2872.4%10482.9%27084.5%50484.9%3180.6% 310.2%814.5%12.8%36.1%614.9%1814.5%237.3%488.2%616.0% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 430Page 430 Q27 Effective methods of communication Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Educationalprograms Other (uniqueresponses) No additionalmethods /Nothing comesto mind Prefer not toanswer 142 137 37 326 34 62 76 131 260 ----01.2%----00.7%------ 10.8%21.7%00.7%62.0%00.8%34.9%22.2%10.9%41.5% 12789.6%11382.8%2771.6%27283.5%2677.0%4674.1%6585.6%11486.9%22888.0% 75.0%1510.7%49.5%329.8%410.9%712.0%68.1%118.5%145.5% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 431Page 431 Q27 Effective methods of communication Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Educationalprograms Other (uniqueresponses) No additionalmethods /Nothing comesto mind Prefer not toanswer 64 224 113 99 85 300 126 26 66 ------00.5%----00.4%---- 12.1%52.1%10.9%11.1%22.4%51.8%10.6%---- 5890.6%19486.5%9584.6%8081.0%7386.2%26588.5%9777.0%2596.5%5481.0% 11.4%156.9%97.9%1514.7%67.0%134.2%2318.1%13.5%1015.6% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 432Page 432 Q27 Effective methods of communication Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Educationalprograms Other (uniqueresponses) No additionalmethods /Nothing comesto mind Prefer not toanswer 48 419 74 23 115 20 --00.1%-------- 24.0%61.5%22.3%12.3%43.3%-- 3879.5%35083.6%6587.3%2086.7%9078.4%1787.0% 36.5%419.8%34.3%13.4%1412.2%313.0% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 433Page 433 QD1 Gender Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Male Female Female Prefer not toanswer 651 552 63 107 513 491 118 315 312 31548.5%26948.7%3148.7%5248.5%24447.6%23247.2%6958.4%315100.0%-- 31247.9%26447.8%2945.2%5450.6%24648.1%23848.4%4740.0%--312100.0% ------------------ 243.6%193.5%46.0%10.9%224.3%224.4%21.6%---- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 434Page 434 QD1 Gender Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Male Female Female Prefer not toanswer 19 28 36 57 75 97 123 561 75 528.4%1449.6%1028.7%3255.7%4154.8%6062.4%6754.1%28350.4%2938.9% 1368.8%1450.4%2468.6%2341.0%3344.2%3637.6%5745.9%26146.4%4255.6% ------------------ 12.8%--12.6%23.3%11.0%----183.2%45.5% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 435Page 435 QD1 Gender Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Male Female Female Prefer not toanswer 26 52 46 44 38 125 320 593 38 1558.6%2343.3%1533.5%2453.8%2360.2%5645.0%15949.9%28848.5%2258.8% 1141.4%2954.8%3166.5%1841.2%1435.4%6350.4%14746.0%28548.0%1641.2% ------------------ --11.9%--25.0%24.5%64.6%134.1%213.5%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 436Page 436 QD1 Gender Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Male Female Female Prefer not toanswer 142 137 37 326 34 62 76 131 260 7351.3%6547.6%1950.0%15748.0%1543.8%2540.3%3444.9%7053.5%13953.4% 6546.0%6749.0%1950.0%15447.3%1647.2%3455.3%4255.1%6146.5%11845.5% ------------------ 42.7%53.3%--154.6%39.0%34.4%----31.1% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 437Page 437 QD1 Gender Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Male Female Female Prefer not toanswer 64 224 113 99 85 300 126 26 66 2640.5%12656.3%5650.1%4545.9%3845.1%14749.2%5946.7%1556.8%4059.7% 3758.3%9441.8%4943.7%5151.4%4654.9%15150.5%6652.3%1143.2%2639.9% ------------------ 11.1%41.9%76.2%32.7%--10.3%10.9%--00.4% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 438Page 438 QD1 Gender Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Male Female Female Prefer not toanswer 48 419 74 23 115 20 2551.3%20849.7%3546.6%1042.3%5043.3%1366.8% 2143.2%19546.5%3648.6%1044.1%6556.2%629.3% ------------ 35.4%163.8%44.8%313.6%10.5%13.9% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 439Page 439 Q2 Age Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female 18 to 24 25 to 34 35 to 44 45 to 54 55 to 64 65 or older Prefer not toanswer 651 552 63 107 513 491 118 315 312 172.6%122.3%45.6%33.0%122.3%61.2%54.5%72.2%72.1% 172.7%162.9%22.4%43.9%122.3%81.7%76.2%82.5%93.0% 629.5%539.5%812.2%1816.9%428.2%5010.3%108.1%257.9%3411.0% 7611.6%6311.4%1016.1%1817.1%5610.8%5010.2%2016.7%3410.8%4213.4% 13120.2%11320.5%1117.0%2826.1%9418.4%9218.8%3126.1%7022.3%6119.6% 26039.9%22841.3%1726.4%2523.1%22844.4%21042.8%3630.6%13943.9%11837.9% 8813.6%6712.1%1320.3%119.8%7013.6%7315.0%97.7%3310.4%4013.0% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 440Page 440 Q2 Age Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore 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 19 28 36 57 75 97 123 561 75 13.1%01.6%----00.6%22.3%43.0%122.1%45.0% --01.0%--00.8%45.1%10.8%107.9%112.0%68.2% 423.4%312.5%513.3%46.6%56.5%44.0%97.5%417.3%1924.7% 528.6%14.5%14.1%611.2%1216.1%1212.5%2621.3%6211.1%1317.6% 210.1%724.9%720.8%1017.8%1925.6%2223.1%3528.8%11821.1%1317.2% 633.5%1555.5%2260.6%3052.1%3343.7%5455.3%3125.4%24944.3%1013.5% 01.3%--01.3%711.5%22.3%22.0%86.2%6812.1%1013.8% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 441Page 441 Q2 Age Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other 18 to 24 25 to 34 35 to 44 45 to 54 55 to 64 65 or older Prefer not toanswer 26 52 46 44 38 125 320 593 38 26.1%35.0%11.6%----43.3%82.4%122.1%11.6% 621.7%611.9%511.2%------10.2%152.6%25.9% 312.4%815.2%920.4%49.7%616.5%129.4%196.0%549.1%49.7% 518.4%1324.2%1022.7%1023.8%410.5%2520.0%82.6%7112.0%49.5% 729.3%712.7%511.4%1534.5%821.2%3326.3%5617.4%12320.7%821.7% 312.0%1528.4%918.8%1226.4%1026.6%3225.8%17956.0%24441.1%1540.7% --12.7%614.0%35.7%1025.2%1915.1%4915.5%7412.5%410.9% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 442Page 442 Q2 Age Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit 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 142 137 37 326 34 62 76 131 260 53.2%32.3%25.1%51.6%1748.9%-------- 21.4%21.6%25.6%113.5%1751.1%-------- 139.3%1510.6%39.3%298.9%--62100.0%------ 96.3%1611.6%49.5%4714.5%----76100.0%---- 2215.5%3626.6%1130.3%6118.7%------131100.0%-- 7250.5%4936.0%1232.3%12738.8%--------260100.0% 1913.7%1611.4%38.0%4614.1%---------- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 443Page 443 Q2 Age Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican 18 to 24 25 to 34 35 to 44 45 to 54 55 to 64 65 or older Prefer not toanswer 64 224 113 99 85 300 126 26 66 10.9%31.3%43.7%10.7%44.9%30.8%00.2%--811.4% 00.5%62.7%43.4%66.0%11.2%51.7%43.1%01.8%12.0% 12.2%167.0%65.3%1717.3%1113.2%144.8%2015.7%27.8%913.8% 58.0%94.1%1412.7%2323.5%2327.0%279.0%2419.3%727.1%914.3% 913.9%3616.2%3127.9%2727.3%2226.2%6421.4%2620.3%726.2%1116.8% 4773.8%13560.3%4136.5%1212.4%1719.9%17357.7%3628.8%725.7%2132.0% 00.7%198.5%1210.6%1312.7%67.5%144.6%1612.7%311.3%69.7% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 444Page 444 Q2 Age Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other 18 to 24 25 to 34 35 to 44 45 to 54 55 to 64 65 or older Prefer not toanswer 48 419 74 23 115 20 00.9%133.0%22.8%--21.6%-- 612.3%82.0%10.9%--76.1%16.6% 59.8%429.9%67.9%15.3%1210.1%28.1% 59.7%5914.2%45.4%210.6%98.0%12.6% 1327.0%8019.0%1824.3%523.4%2622.1%313.4% 1020.4%15737.4%3445.7%1046.0%4740.7%1258.9% 1019.8%6014.4%1012.9%314.7%1311.3%210.3% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 445Page 445 QD3 Hsld members Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female 1 2 3 4 5 or more Prefer not toanswer 651 552 63 107 513 491 118 315 312 649.8%5710.4%34.6%87.7%5510.7%428.5%1613.7%268.2%3712.0% 22434.4%18834.1%1828.2%3128.8%18636.3%17235.0%4134.9%12640.0%9430.0% 11317.3%9316.9%1320.2%1716.1%9218.0%9419.2%119.7%5617.9%4915.8% 9915.2%8815.9%1016.1%1816.9%7113.9%7314.8%2017.2%4514.4%5116.3% 8513.0%7112.9%914.6%2220.1%6011.7%5511.2%2218.8%3812.1%4614.9% 6710.3%549.7%1016.2%1110.3%489.4%5511.2%75.7%237.4%3411.0% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 446Page 446 QD3 Hsld members Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others 1 2 3 4 5 or more Prefer not toanswer 19 28 36 57 75 97 123 561 75 315.4%518.2%616.1%1017.3%912.5%98.8%64.7%6010.7%45.1% 527.6%518.7%1541.9%1831.8%3648.8%4142.0%3629.3%21438.1%912.3% 419.1%621.7%12.8%1119.2%68.1%2828.6%2218.0%10518.6%810.8% 212.9%726.9%617.8%813.3%56.9%1313.9%3629.2%7813.9%1925.0% 418.9%413.5%821.3%915.1%1723.3%66.7%1915.8%6711.9%1722.4% 16.2%01.0%--23.3%00.4%--43.2%376.7%1824.5% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 447Page 447 QD3 Hsld members Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other 1 2 3 4 5 or more Prefer not toanswer 26 52 46 44 38 125 320 593 38 29.8%35.2%24.8%48.1%13.9%76.0%4413.8%508.5%1334.8% 519.2%1223.2%1225.9%1125.0%821.8%2721.5%14946.5%21335.9%1128.6% 520.0%815.4%1022.7%818.0%513.5%2520.4%5015.8%10718.1%513.7% 727.2%1018.9%1328.8%1228.1%1231.7%2419.4%206.2%9616.2%37.0% 520.7%1426.7%612.8%613.9%514.1%2519.9%237.2%8213.8%25.0% 13.0%610.5%24.9%36.8%615.1%1612.7%3310.5%457.5%410.9% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 448Page 448 QD3 Hsld members Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit 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 142 137 37 326 34 62 76 131 260 1611.1%75.0%13.1%4012.4%12.6%12.3%56.8%96.8%4718.2% 6747.5%5338.9%1232.5%9127.8%925.9%1625.2%912.0%3627.7%13552.1% 3222.5%1813.0%1128.4%5216.0%823.3%69.7%1418.9%3123.9%4115.8% 75.0%2518.2%514.0%6218.9%719.5%1727.6%2330.7%2720.5%124.7% 96.6%2014.7%617.1%4914.9%515.3%1118.0%2330.2%2216.9%176.5% 107.3%1410.2%24.8%3310.0%513.4%1117.1%11.4%54.1%72.7% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 449Page 449 QD3 Hsld members Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican 1 2 3 4 5 or more Prefer not toanswer 64 224 113 99 85 300 126 26 66 64100.0%--------4515.1%86.6%518.8%23.6% --224100.0%------14347.9%3426.8%417.3%811.4% ----113100.0%----4515.1%2923.0%622.7%1014.8% ------99100.0%--3210.6%2016.2%831.0%2435.9% --------85100.0%268.7%2721.0%28.1%1015.7% ----------82.6%86.4%12.1%1218.6% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 450Page 450 QD3 Hsld members Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other 1 2 3 4 5 or more Prefer not toanswer 48 419 74 23 115 20 00.9%4310.2%1114.4%16.4%76.1%210.3% 1633.6%12630.2%3242.4%1043.0%4437.8%1364.3% 1327.8%7718.5%1520.0%417.7%1412.3%210.8% 36.4%7016.6%45.5%313.6%2118.4%13.9% 1021.3%5613.3%68.2%16.4%2016.9%210.6% 510.0%4711.2%79.5%312.8%108.5%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 451Page 451 QD4 Home ownership status Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Own Rent Live with family,others Prefer not toanswer 651 552 63 107 513 491 118 315 312 56186.2%47586.1%5485.5%8377.3%45889.3%43087.7%9782.3%28389.8%26183.6% 7311.2%6611.9%711.5%2321.1%428.2%479.5%1815.7%278.6%4213.4% 20.3%20.3%----20.4%20.4%--20.6%-- 142.2%91.6%23.0%21.5%112.1%122.4%22.0%31.0%93.0% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 452Page 452 QD4 Home ownership status Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Own Rent Live with family,others Prefer not toanswer 19 28 36 57 75 97 123 561 75 1054.0%2176.8%2570.6%4985.7%6384.7%9093.4%11492.2%561100.0%-- 946.0%416.3%1029.4%611.0%1115.3%66.6%107.8%--7397.5% --27.0%------------22.5% ------23.3%---------- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 453Page 453 QD4 Home ownership status Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Own Rent Live with family,others Prefer not toanswer 26 52 46 44 38 125 320 593 38 1557.2%3770.2%3166.2%3169.6%3591.2%11390.3%30194.2%52989.2%3182.3% 1142.8%1528.4%1429.9%1126.0%38.8%108.0%92.7%559.2%717.7% ----------21.5%--20.3%-- --11.4%23.9%24.3%--00.2%103.1%81.3%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 454Page 454 QD4 Home ownership status Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Own Rent Live with family,others Prefer not toanswer 142 137 37 326 34 62 76 131 260 13595.4%12390.1%3491.6%26681.5%2367.6%4166.2%6282.5%11890.2%24995.8% 53.3%107.6%26.5%5115.8%1029.0%1930.0%1317.5%118.4%103.9% ------20.6%------21.5%-- 21.3%32.3%11.9%72.1%13.4%23.8%----10.3% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 455Page 455 QD4 Home ownership status Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Own Rent Live with family,others Prefer not toanswer 64 224 113 99 85 300 126 26 66 6094.0%21495.6%10592.8%7879.1%6779.1%27993.2%10381.8%2183.4%5683.9% 46.0%94.1%87.2%1717.0%1719.8%196.2%2015.6%416.6%1116.1% ------21.9%--20.6%------ --10.3%--21.9%11.1%--32.6%---- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 456Page 456 QD4 Home ownership status Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Own Rent Live with family,others Prefer not toanswer 48 419 74 23 115 20 4184.4%35384.4%6891.0%2089.4%10388.9%1889.4% 715.1%5312.6%57.1%210.6%119.7%28.1% --20.5%-------- 00.6%112.6%11.9%--21.4%02.4% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 457Page 457 QD5 Water bill responsibility Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Hsld pays billdirectly Someone elsepays bill Not sure Prefer not toanswer 651 552 63 107 513 491 118 315 312 63096.7%53897.6%5892.0%10496.8%50197.7%47797.1%11395.7%30897.8%30196.7% 20.3%20.3%--11.1%10.1%10.3%00.4%20.5%00.1% 00.0%00.0%--00.3%--00.1%----00.1% 192.9%112.1%58.0%21.9%112.2%122.5%53.9%51.7%103.1% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 458Page 458 QD5 Water bill responsibility Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Hsld pays billdirectly Someone elsepays bill Not sure Prefer not toanswer 19 28 36 57 75 97 123 561 75 1895.5%2799.0%3597.5%57100.0%75100.0%9699.2%12399.8%56199.9%6181.6% ----12.5%----10.8%00.2%00.0%22.2% --01.0%------------00.4% 14.5%------------00.0%1215.8% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 459Page 459 QD5 Water bill responsibility Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Hsld pays billdirectly Someone elsepays bill Not sure Prefer not toanswer 26 52 46 44 38 125 320 593 38 2597.0%4892.2%4597.8%4295.7%3898.1%12297.7%31096.9%59199.7%3696.2% --12.2%------10.6%--10.2%12.4% ----00.6%----------00.7% 13.0%35.5%11.6%24.3%11.9%21.7%103.1%10.2%00.7% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 460Page 460 QD5 Water bill responsibility Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit 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 142 137 37 326 34 62 76 131 260 14299.8%13598.4%37100.0%31396.1%3087.9%5792.2%7498.1%131100.0%25999.8% --00.3%--10.4%--11.2%11.6%---- ------00.1%--------00.1% 00.2%21.2%--113.4%412.1%46.6%00.4%--00.1% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 461Page 461 QD5 Water bill responsibility Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Hsld pays billdirectly Someone elsepays bill Not sure Prefer not toanswer 64 224 113 99 85 300 126 26 66 6398.4%22499.9%11299.8%99100.0%8398.1%29999.8%12196.0%2598.2%6496.4% 00.7%--00.2%--11.4%--10.6%01.8%00.7% 00.4%--------00.1%------ 00.4%00.1%----00.5%00.1%43.4%--22.9% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 462Page 462 QD5 Water bill responsibility Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Hsld pays billdirectly Someone elsepays bill Not sure Prefer not toanswer 48 419 74 23 115 20 4899.4%40396.2%7397.6%2193.6%11398.3%20100.0% 00.6%10.3%----10.5%-- --------00.2%-- --153.5%22.4%16.4%10.9%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 463Page 463 QD6 Home type Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Single familydetached home Apartment Condominium ortownhome Mobile home Prefer not toanswer 651 552 63 107 513 491 118 315 312 59391.1%50791.9%5688.2%9588.4%47793.0%45292.2%10488.1%28891.1%28591.4% 10.1%10.1%--10.7%--00.1%00.4%00.1%00.1% 375.6%325.7%23.0%87.3%254.9%265.3%97.3%226.9%154.7% 10.1%00.0%00.4%10.5%--00.1%00.2%--10.2% 203.1%122.2%58.3%33.2%112.1%122.5%54.0%61.8%113.6% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 464Page 464 QD6 Home type Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Single familydetached home Apartment Condominium ortownhome Mobile home Prefer not toanswer 19 28 36 57 75 97 123 561 75 1892.5%2487.8%3083.4%5799.4%6385.0%8991.7%12198.4%52994.2%5775.6% --01.0%------00.5%----11.0% 01.7%311.2%514.5%00.6%1115.0%87.8%21.6%315.5%67.6% 01.4%------------00.0%00.4% 14.4%--12.0%--------10.3%1215.5% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 465Page 465 QD6 Home type Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Single familydetached home Apartment Condominium ortownhome Mobile home Prefer not toanswer 26 52 46 44 38 125 320 593 38 2183.4%4687.6%4597.1%3783.6%3386.8%11894.6%29391.6%593100.0%-- --00.9%00.6%----------11.9% 311.8%36.0%00.7%512.1%512.0%43.1%165.1%--3796.7% ----00.6%------00.1%--11.4% 14.8%35.5%01.0%24.3%01.2%32.4%103.1%---- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 466Page 466 QD6 Home type Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Single familydetached home Apartment Condominium ortownhome Mobile home Prefer not toanswer 142 137 37 326 34 62 76 131 260 13293.1%12994.3%3492.5%29490.3%2780.4%5487.0%7193.9%12393.7%24493.9% ------10.2%----00.6%--00.1% 96.5%75.0%26.3%185.6%37.5%45.9%34.2%86.1%155.8% 00.2%----00.1%00.8%----00.2%-- 00.2%10.7%01.2%123.8%411.3%47.0%11.3%--00.2% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 467Page 467 QD6 Home type Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Single familydetached home Apartment Condominium ortownhome Mobile home Prefer not toanswer 64 224 113 99 85 300 126 26 66 5078.7%21395.2%10795.4%9697.1%8296.4%28695.4%11288.7%2389.0%6192.0% 11.1%--------00.1%00.4%---- 1219.0%114.7%54.6%32.7%22.2%134.4%86.7%311.0%34.5% 00.4%00.1%------00.1%00.2%---- 00.7%----00.3%11.4%--54.0%--23.6% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 468Page 468 QD6 Home type Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Single familydetached home Apartment Condominium ortownhome Mobile home Prefer not toanswer 48 419 74 23 115 20 4286.5%37389.0%6891.1%2191.3%11297.2%20100.0% --00.1%----00.2%-- 713.5%297.0%67.5%--21.4%-- ------01.1%00.2%-- --163.8%11.4%27.6%10.9%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 469Page 469 QD7 Ethnicity Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Caucasian /White Latino /Hispanic African-American/ Black American Indianor AlaskanNative Asian -- Korean,Japanese,Chinese,Vietnamese,Filipino or otherAsian Pacific Islander Mixed Heritage Other Prefer not toanswer 651 552 63 107 513 491 118 315 312 30046.0%26147.3%2132.6%4339.8%25149.0%21543.8%7260.9%14746.7%15148.6% 12619.4%10719.3%1523.5%2725.1%8817.1%10120.7%1714.8%5918.7%6621.2% 263.9%234.1%23.5%55.0%203.8%244.8%21.6%154.6%113.6% 30.4%30.5%--32.4%--30.5%--10.4%10.4% 6610.2%5810.5%711.7%55.0%5510.7%469.4%97.5%4012.6%268.5% 40.6%20.3%--00.3%40.7%40.8%--41.3%-- 294.4%234.1%46.6%65.5%214.0%193.9%64.8%113.5%154.8% 132.0%112.1%11.2%33.2%91.8%122.5%10.5%82.7%41.4% 8513.0%6511.7%1320.9%1513.7%6512.7%6713.7%129.9%309.5%3611.5% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 470Page 470 QD7 Ethnicity Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Caucasian /White Latino /Hispanic African-American/ Black American Indianor AlaskanNative Asian -- Korean,Japanese,Chinese,Vietnamese,Filipino or otherAsian Pacific Islander Mixed Heritage Other Prefer not toanswer 19 28 36 57 75 97 123 561 75 841.9%1138.8%1644.0%2645.1%3850.8%6062.4%6250.3%27949.7%2127.3% 737.3%622.4%1027.7%1322.6%1823.6%1515.6%1714.0%10318.4%2026.3% 13.8%26.9%12.5%00.5%79.7%10.8%1310.3%213.8%45.7% ------22.8%00.4%--00.4%30.5%-- 14.1%310.8%615.8%1017.4%33.8%66.7%1814.6%569.9%1114.2% --------22.6%----40.7%-- 12.6%01.6%25.4%11.6%68.2%1111.0%43.4%223.9%78.8% 13.3%39.6%--12.0%--21.7%10.8%122.2%10.8% 17.1%39.9%24.6%57.9%11.0%21.9%86.2%6110.9%1316.8% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 471Page 471 QD7 Ethnicity Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Caucasian /White Latino /Hispanic African-American/ Black American Indianor AlaskanNative Asian -- Korean,Japanese,Chinese,Vietnamese,Filipino or otherAsian Pacific Islander Mixed Heritage Other Prefer not toanswer 26 52 46 44 38 125 320 593 38 1247.2%2343.6%1124.2%1125.8%1025.9%5140.9%18156.7%28648.2%1436.5% 622.4%917.9%1940.7%1329.7%1025.3%2520.0%4514.0%11218.9%924.1% 311.0%24.0%11.6%37.2%37.0%22.0%123.7%233.9%37.4% 01.0%00.5%--------20.7%30.4%-- 13.0%59.6%716.0%512.4%718.5%2318.7%175.4%6110.3%37.8% ------24.3%--00.2%20.6%40.7%-- 13.5%46.9%36.8%25.4%--75.2%123.8%244.1%512.1% 13.0%23.7%12.1%--410.0%32.7%20.6%111.8%25.0% 28.7%713.8%48.6%715.2%513.4%1310.3%4714.6%7011.7%36.9% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 472Page 472 QD7 Ethnicity Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Caucasian /White Latino /Hispanic African-American/ Black American Indianor AlaskanNative Asian -- Korean,Japanese,Chinese,Vietnamese,Filipino or otherAsian Pacific Islander Mixed Heritage Other Prefer not toanswer 142 137 37 326 34 62 76 131 260 8257.5%7151.7%1539.8%13240.4%822.3%1423.3%2735.5%6448.8%17366.6% 2719.0%1511.2%719.1%7422.8%412.1%2032.0%2432.2%2619.5%3614.0% 63.9%00.3%13.9%185.6%01.3%23.2%79.2%75.1%72.5% 10.5%00.2%00.7%10.4%----00.6%10.6%10.5% 75.2%128.4%717.5%3711.4%926.0%914.8%912.6%118.5%218.2% --42.8%--00.1%--23.1%--21.5%-- 53.4%85.7%410.2%123.8%618.7%23.1%45.3%75.3%62.5% 42.9%43.0%--51.4%--11.5%00.4%32.5%20.8% 117.6%2316.7%38.7%4614.1%719.5%1219.1%34.4%118.2%134.9% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 473Page 473 QD7 Ethnicity Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Caucasian /White Latino /Hispanic African-American/ Black American Indianor AlaskanNative Asian -- Korean,Japanese,Chinese,Vietnamese,Filipino or otherAsian Pacific Islander Mixed Heritage Other Prefer not toanswer 64 224 113 99 85 300 126 26 66 4570.8%14364.0%4540.0%3232.1%2630.9%300100.0%------ 813.1%3415.1%2925.8%2020.7%2731.3%--126100.0%---- 57.5%42.0%65.2%88.1%22.5%----26100.0%-- ----00.2%00.5%22.2%-------- 23.7%83.4%108.7%2424.1%1012.3%------66100.0% --20.9%----22.3%-------- 00.7%114.8%76.4%21.9%66.9%-------- --41.6%65.3%10.7%10.7%-------- 34.2%188.2%98.3%1212.0%910.8%-------- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 474Page 474 QD7 Ethnicity Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Caucasian /White Latino /Hispanic African-American/ Black American Indianor AlaskanNative Asian -- Korean,Japanese,Chinese,Vietnamese,Filipino or otherAsian Pacific Islander Mixed Heritage Other Prefer not toanswer 48 419 74 23 115 20 --16038.2%5168.2%1460.7%6152.9%1471.9% --10324.6%57.0%311.7%1311.3%211.9% --194.6%23.3%--43.3%-- 35.4%00.1%--01.1%21.6%-- --5513.1%23.2%14.1%86.6%13.9% 48.5%40.9%----00.2%-- 2959.6%215.0%22.4%01.1%54.7%12.7% 1326.5%92.0%22.4%01.1%21.6%01.5% --4811.5%1013.4%520.0%2017.6%28.1% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 475Page 475 QD8 Household income Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Less than$25,000 $25,000 to lessthan $40,000 $40,000 to lessthan $60,000 $60,000 to lessthan $80,000 $80,000 to lessthan $100,000 $100,000 to lessthan $150,000 $150,000 ormore Not sure Prefer not toanswer 651 552 63 107 513 491 118 315 312 192.9%152.6%57.2%65.3%132.6%112.2%54.6%51.7%134.2% 284.2%244.3%12.2%54.6%224.2%244.9%32.2%144.3%144.4% 365.5%274.9%47.0%98.1%275.3%285.7%32.8%103.2%247.9% 578.8%519.2%23.7%1311.9%438.4%408.2%1210.1%3210.1%237.5% 7511.5%6712.1%34.9%1513.6%5510.7%5110.4%1613.6%4113.0%3310.6% 9714.9%9116.5%57.6%109.1%8416.3%7515.2%1714.3%6019.1%3611.7% 12318.9%10519.1%1218.7%1816.4%10019.4%8316.9%3731.7%6721.1%5718.2% 91.3%71.3%11.6%11.2%81.5%51.0%21.8%20.8%62.0% 20832.0%16529.8%3047.1%3229.9%16231.6%17435.5%2218.9%8426.7%10433.5% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 476Page 476 QD8 Household income Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Less than$25,000 $25,000 to lessthan $40,000 $40,000 to lessthan $60,000 $60,000 to lessthan $80,000 $80,000 to lessthan $100,000 $100,000 to lessthan $150,000 $150,000 ormore Not sure Prefer not toanswer 19 28 36 57 75 97 123 561 75 19100.0%------------101.8%911.7% --28100.0%----------213.8%68.5% ----36100.0%--------254.5%1014.0% ------57100.0%------498.7%68.4% --------75100.0%----6311.3%1115.2% ----------97100.0%--9016.1%68.6% ------------123100.0%11420.2%1012.8% --------------91.5%00.4% --------------18032.1%1520.5% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 477Page 477 QD8 Household income Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Less than$25,000 $25,000 to lessthan $40,000 $40,000 to lessthan $60,000 $60,000 to lessthan $80,000 $80,000 to lessthan $100,000 $100,000 to lessthan $150,000 $150,000 ormore Not sure Prefer not toanswer 26 52 46 44 38 125 320 593 38 14.9%23.3%613.0%36.7%00.7%10.4%62.0%183.0%11.6% 15.7%47.3%23.4%11.6%26.2%86.4%103.0%244.1%38.9% 13.0%510.4%511.2%48.0%01.2%54.3%154.7%305.0%513.7% 26.4%36.1%37.4%37.5%26.3%129.8%319.7%579.6%00.9% 413.9%1120.9%919.1%715.7%25.0%118.6%329.9%6310.7%1129.5% 310.5%815.2%01.0%817.5%411.7%2419.5%4915.4%8915.0%821.1% 1246.7%1018.6%818.1%1124.7%1332.9%2620.5%4413.8%12120.5%25.0% 01.0%--24.5%00.6%11.9%--51.7%81.4%-- 27.9%1018.2%1022.3%817.6%1334.3%3830.4%12739.8%18330.8%719.4% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 478Page 478 QD8 Household income Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Less than$25,000 $25,000 to lessthan $40,000 $40,000 to lessthan $60,000 $60,000 to lessthan $80,000 $80,000 to lessthan $100,000 $100,000 to lessthan $150,000 $150,000 ormore Not sure Prefer not toanswer 142 137 37 326 34 62 76 131 260 10.7%10.8%11.9%164.9%11.8%47.2%57.2%21.5%62.5% 64.0%31.9%11.5%195.7%12.1%35.5%11.6%75.2%155.9% 53.2%85.9%24.8%216.5%--57.7%11.9%75.6%228.3% 74.7%139.4%410.6%329.8%01.3%46.1%68.5%107.7%3011.5% 1913.2%1611.8%49.6%3611.1%412.5%57.8%1215.9%1914.6%3312.6% 2417.1%2316.9%923.9%4012.4%38.8%46.2%1216.0%2217.0%5420.6% 1913.4%3022.0%1129.0%6319.4%1339.4%914.9%2634.6%3527.0%3112.0% 21.6%--25.6%41.3%14.0%--00.4%10.4%51.9% 6042.0%4331.4%513.1%9428.8%1030.2%2844.5%1013.8%2720.9%6424.8% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 479Page 479 QD8 Household income Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Less than$25,000 $25,000 to lessthan $40,000 $40,000 to lessthan $60,000 $60,000 to lessthan $80,000 $80,000 to lessthan $100,000 $100,000 to lessthan $150,000 $150,000 ormore Not sure Prefer not toanswer 64 224 113 99 85 300 126 26 66 34.6%52.4%43.2%22.5%44.3%82.7%75.6%12.8%11.2% 57.8%52.3%65.3%77.5%44.4%113.6%64.9%27.4%34.5% 69.0%156.7%10.9%66.4%89.0%165.2%107.8%13.5%68.5% 1015.4%188.1%119.8%87.7%910.2%268.6%1310.2%01.1%1015.0% 914.6%3616.3%65.3%55.2%1720.5%3812.6%1814.0%728.3%34.2% 913.3%4118.1%2824.6%1313.6%67.6%6020.2%1511.9%13.0%69.7% 69.0%3616.1%2219.7%3636.4%1922.9%6220.7%1713.7%1349.3%1827.2% 23.0%10.4%21.9%33.5%00.3%61.9%10.6%--22.7% 1523.3%6629.6%3329.3%1717.3%1820.8%7324.5%3931.3%14.6%1827.1% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 480Page 480 QD8 Household income Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Less than$25,000 $25,000 to lessthan $40,000 $40,000 to lessthan $60,000 $60,000 to lessthan $80,000 $80,000 to lessthan $100,000 $100,000 to lessthan $150,000 $150,000 ormore Not sure Prefer not toanswer 48 419 74 23 115 20 12.3%122.9%33.6%12.3%32.6%13.3% 36.4%184.4%33.8%01.1%54.7%12.6% 24.0%214.9%23.2%312.4%98.0%02.4% 47.7%358.4%68.5%312.4%1210.6%13.9% 817.2%5212.3%45.7%14.1%1613.9%28.8% 1225.5%6014.4%1418.6%314.7%1714.6%211.9% 611.8%8620.6%1519.7%522.3%119.4%632.7% 00.5%10.2%11.9%01.1%54.0%27.9% 1224.7%13331.8%2634.9%729.4%3732.2%526.3% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 481Page 481 S1 Service address city Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Chula Vista El Cajon Jamul Spring Valley Other 651 552 63 107 513 491 118 315 312 41964.3%35464.2%4368.1%6762.4%33164.5%32265.7%6959.1%20866.0%19562.5% 7411.4%6611.9%58.4%1413.2%5811.3%5611.4%1513.1%3511.0%3611.6% 233.5%203.6%23.1%32.6%193.8%193.9%22.0%103.0%103.2% 11517.7%9917.9%1015.9%2018.6%8817.2%7815.8%2722.6%5015.8%6520.8% 203.0%132.4%34.5%33.1%163.2%163.2%43.1%134.2%61.9% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 482Page 482 S1 Service address city Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Chula Vista El Cajon Jamul Spring Valley Other 19 28 36 57 75 97 123 561 75 1264.2%1867.1%2158.1%3561.2%5269.2%6062.4%8670.0%35362.9%5572.8% 314.0%310.2%26.8%611.1%45.7%1414.3%1511.9%6812.0%57.0% 12.7%00.9%37.9%34.9%11.3%33.4%54.1%203.6%23.2% 315.7%519.8%925.9%1221.4%1621.5%1717.4%118.8%10318.3%1114.9% 13.4%11.9%01.4%11.4%22.3%22.4%65.3%183.2%22.1% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 483Page 483 S1 Service address city Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Chula Vista El Cajon Jamul Spring Valley Other 26 52 46 44 38 125 320 593 38 1765.4%3260.2%3370.6%3579.5%2872.7%9273.7%18357.3%37362.8%3078.9% 310.5%47.2%35.9%24.6%615.5%118.8%4614.5%6811.4%614.6% 12.0%11.0%13.2%24.8%11.3%43.4%134.1%213.5%00.7% 413.9%1529.5%715.3%48.7%38.5%1511.8%6821.1%11218.9%25.7% 28.2%12.1%25.0%12.4%12.0%32.4%103.0%203.3%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 484Page 484 S1 Service address city Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Chula Vista El Cajon Jamul Spring Valley Other 142 137 37 326 34 62 76 131 260 9164.3%8159.5%2052.8%21967.1%2161.9%4267.1%5978.6%8060.7%15760.3% 1913.5%2317.1%49.5%288.4%38.0%69.5%45.3%1813.8%3413.1% 53.2%64.7%25.0%102.9%--11.9%23.2%54.0%104.0% 2316.1%2216.1%1231.3%5918.1%926.2%1218.9%912.2%2619.4%4718.1% 42.9%42.6%11.4%113.4%13.8%22.6%10.7%32.0%124.5% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 485Page 485 S1 Service address city Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Chula Vista El Cajon Jamul Spring Valley Other 64 224 113 99 85 300 126 26 66 4366.8%12656.4%7768.7%7070.5%5665.6%16053.3%10381.6%1975.4%5582.3% 1116.7%3214.1%1513.2%44.2%67.2%5116.9%54.1%29.7%23.6% 12.3%104.3%43.6%33.1%11.7%144.6%32.1%--11.4% 711.0%4419.5%1412.6%2121.4%2023.1%6120.4%1310.3%414.9%811.4% 23.2%135.7%21.9%10.8%22.5%144.8%21.9%--11.2% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 486Page 486 S1 Service address city Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Chula Vista El Cajon Jamul Spring Valley Other 48 419 74 23 115 20 3469.7%419100.0%-------- 47.3%--74100.0%------ 11.6%----23100.0%---- 919.7%------115100.0%-- 11.7%--------20100.0% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 487Page 487 S2 Account setup year Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before 2004 651 552 63 107 513 491 118 315 312 263.9%234.1%23.8%1211.6%122.3%193.8%65.2%154.7%113.4% 528.0%478.5%35.5%1110.6%387.4%316.4%1714.3%237.2%299.2% 467.1%366.6%711.5%1311.9%336.4%336.7%97.6%154.9%319.8% 446.8%417.4%11.6%109.1%326.2%326.5%119.0%247.5%185.8% 385.9%336.0%58.6%87.8%265.1%347.0%43.2%237.3%144.4% 12519.2%10118.3%2133.7%2119.7%9819.1%9519.3%1512.5%5617.8%6320.2% 32049.1%27149.1%2235.3%3129.3%27553.6%24750.4%5748.2%15950.5%14747.2% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 488Page 488 S2 Account setup year Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before 2004 19 28 36 57 75 97 123 561 75 16.5%15.3%12.2%22.9%44.7%32.8%129.7%152.6%1114.5% 29.1%413.9%515.3%35.6%1114.7%88.2%107.9%376.6%1519.8% 631.3%25.7%514.5%36.0%911.8%00.5%86.8%315.4%1418.4% 315.5%12.6%49.9%35.8%79.3%88.0%118.8%315.5%1115.3% 01.4%28.6%01.3%24.2%22.6%44.6%1310.3%356.2%34.5% 12.9%829.3%514.9%1221.3%1114.5%2425.2%2620.8%11320.1%1215.8% 633.2%1034.7%1542.0%3154.3%3242.5%4950.7%4435.7%30153.6%911.6% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 489Page 489 S2 Account setup year Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before 2004 26 52 46 44 38 125 320 593 38 26100.0%------------213.6%38.0% --52100.0%----------467.7%49.5% ----46100.0%--------457.6%12.3% ------44100.0%------376.2%514.1% --------38100.0%----335.6%512.1% ----------125100.0%--11819.9%410.1% ------------320100.0%29349.4%1744.0% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 490Page 490 S2 Account setup year Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before 2004 142 137 37 326 34 62 76 131 260 42.8%53.4%13.2%164.8%720.8%35.1%56.2%75.7%31.2% 53.2%117.8%37.2%329.9%925.9%812.9%1316.7%75.1%155.7% 85.4%53.5%37.3%319.5%617.3%915.2%1013.8%54.0%93.3% 63.9%86.1%616.8%226.7%--46.9%1013.8%1511.6%124.5% 85.8%96.8%36.9%185.6%--610.2%45.3%86.2%103.9% 1510.3%3022.1%617.1%7121.9%412.2%1218.9%2533.1%3325.1%3212.4% 9768.4%6950.3%1541.5%13541.6%823.9%1930.9%810.9%5642.4%17968.9% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 491Page 491 S2 Account setup year Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before 2004 64 224 113 99 85 300 126 26 66 23.9%52.2%54.5%77.0%56.2%124.0%64.5%311.0%11.2% 34.2%125.4%87.2%1010.0%1416.5%237.6%97.4%28.1%57.6% 23.4%125.3%109.3%1313.5%67.0%113.7%1914.9%12.8%711.1% 45.6%114.9%87.0%1212.5%67.2%113.8%1310.4%312.4%58.2% 12.3%83.7%54.6%1212.3%56.4%103.3%107.7%310.5%710.7% 711.7%2712.0%2522.6%2424.6%2529.4%5117.1%2519.8%29.6%2335.1% 4468.8%14966.4%5044.7%2020.1%2327.2%18160.4%4535.3%1245.6%1726.1% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 492Page 492 S2 Account setup year Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before 2004 48 419 74 23 115 20 24.0%174.0%33.6%12.3%43.1%210.5% 612.0%327.5%45.1%12.3%1513.4%15.5% 48.6%337.8%33.7%16.4%76.1%211.7% 48.9%358.4%22.7%29.4%43.3%15.3% 47.9%286.7%68.0%12.3%32.8%13.9% 1021.1%9222.0%1114.8%418.9%1512.7%314.9% 1837.6%18343.7%4662.1%1358.4%6858.5%1048.1%