Annual Report Card
The Annual Report Card is about providing value and being accountable to you.
Read the full report (pdf)
Customer Contact Center
| Goal | 2011 Score | |
|---|---|---|
| Customer calls answered by an agent within 60 seconds | 80% | Behind schedule: 63.7% |
Solid Waste
| Goal | 2011 Score | |
|---|---|---|
| Missed collections | Less than 1 per 1,000 stops (Once every 10 years for typical household) |
Exceeded goal: .13 per 1,000 stops |
| Recycling rate | 60% by 2015 | On-track: 55.4% |
| Garbage sent to landfill | 13,000 ton reduction (a 3% reduction from 2007 levels) | Exceeded goal: 120,000 ton reduction (a 27% reduction from 2007 levels)* |
* The prolonged downturn of the economy has had a major effect on the amount of garbage sent to landfill.
Drinking Water
| Goal | 2011 Score | |
|---|---|---|
| Taste (Scale of 1-9 with 1 being the best)* | 100% of samples less than 3 | Met goal: Cedar: 100% Tolt: 100% |
| Water conservation (Seattle and regional water customers) | Water demand will be no higher than in the year 2000 (averaged 148 million gallons per day (MGD)) | Exceeded goal: Average water demand for 2011 was 118 MGD |
| % of high priority drinking water problems responded to within 1 hour | 90% | Met goal: 92% |
* Flavor Rating Assessment Scale for finished (treated) water
1 = I would be very happy to accept this water as my everyday drinking water.
2 = I would be happy to accept this water as my everyday drinking water.
3 = I am sure that I could accept this water as my everyday drinking water.
4 = I could accept this water as my everyday drinking water.
5 = Maybe I could accept this water as my everyday drinking water.
6 = I don’t think I could accept this water as my everyday drinking water.
7 = I could not accept this water as my everyday drinking water.
8 = I could never drink this water.
9 = I can’t stand this water in my mouth and I could never drink it.
During 2011 Tolt and Cedar finished water samples met this 100% of the time. Since samples are typically tasted twice a month. The Cedar average was 1.73 and the Tolt average was 1.42.
Sewer and Stormwater
| Goal | 2011 Score | |
|---|---|---|
| Sewer backups | Less than 2 per 100 miles of pipe | Behind schedule: 3.4 per 100 miles |
| Sewer and stormwater problems responded to within 1 hour | 90% | Exceeded goal: 99% |
Customer Satisfaction
In our annual survey, which alternates between residential and business customers, we ask the following questions. This year we surveyed businesses.
| 5-year Goal | 2011 Score* (first year) | |
|---|---|---|
| Overall opinion of SPU | 6.0 | 5.38 |
| Overall experience with SPU | 6.0 | 5.39 |
| SPU delivers what it promises | 6.0 | 5.54 |
| SPU is a provider of high quality utility services | 6.0 | 5.62 |
| SPU provides excellent customer service | 6.0 | 5.22 |
| SPU is an organization to which I feel very loyal | 6.0 | 4.76 |
* Scale = 1-7 where 1 is lowest and 7 is highest.