Features

NMOC Member and Excavator Survey Report

In October 2009, Cooney, Watson & Associates, Inc. (CWA) was engaged by New Mexico One Call, Inc. (NMOC) to conduct a comprehensive, independent telephone survey of a representative number of customers who had requested a ticket through NMOC during the past several months. The purpose of the survey was to assess customer satisfaction with the organization, identify any needs not currently being met, and assess priorities for future projects.

Questions were developed by Gary Sloman, Executive Director of NMOC., and Phyllis Baker, Senior Account Executive, CWA. Using a database provided by NMOC, emails were sent out to 438 customers, and an additional 586 phone calls were made to customers. We received a 31% response rate with 320 surveys completed. Excavators who did not respond initially were contacted no more than 3 times by phone, with call-back messages left each time. The 12-question survey lasted approximately three to five minutes.

Member Survey Report

The survey was helpful in assessing overall member satisfaction with NMOC. Interestingly, there was a subgroup of new members, mostly very small, rural cooperatives, who seemed to be fairly isolated and unfamiliar with the organization. That is, they were aware of NMOC and knew they were dues-paying members. However, they did not seem quite as aware of the organization as a promoter of damage prevention, educator of excavation law and all-around advocate for best practices. Almost a quarter of the respondents were not aware of the Common Ground Alliance (CGA); 71% left question three blank.

For the most part, NMOC members seem to be satisfied with the organization’s services. When asked if there are any improvements they would make to the way NMOC operates, 79% said no.

When asked how NMOC was meeting their expectations in controlling operating costs, 87% of members surveyed said “excellent” or “good.” In terms of public advertising, 72% said the same. Sixty-eight percent responded “excellent” or “good” regarding public education, and 82% were quite satisfied that their expectations were being met when it came to NMOC supporting damage prevention. A smaller number – 58% – expressed satisfaction with NMOC attending meetings and maintaining public visibility.

When asked if NMOC needs to improve in specific areas, the issues most mentioned were mapping (7% said this needed to be improved) and, interestingly, enforcement (8% felt that NMOC should be more responsive when locate violations were reported and/or companies were reported for not joining NMOC).

Other concerns mentioned include weekend and 24/7 emergency service, public advertising, unwarranted paperwork and billing issues.

Where, if at all, do you see a need for improvement?

Following ranking of expectations met, we next asked members to comment if they saw a need for improvement in a particular area. Half of respondents saw no need for any improvement at all. The other half were divided, with Public Education being the greatest concern.

Excavator Survey Report

For the most part, NMOC customers of New Mexico One Call, Inc. seem to be satisfied with the organization’s services. More than 88% of those surveyed stated that their experience with NMOC was either “Excellent” or “Good.”

The majority of those who responded (75%) used the phone exclusively to call in ticket requests. Eleven percent now use the web site to generate a ticket; only 3% use the fax exclusively to send a request. However, several of the comments from fax users indicated they were told faxes were no longer accepted. Eight percent use some combination of the three options depending on whether the request is urgent or an emergency (at which time they use the phone).

The majority of responders found their wait times, which varied from no wait to five minutes, reasonable. Another 46 respondents said their wait time was anywhere from five to 10 minutes – some of them found this acceptable, others did not. A small minority of customers said they had waited 10 minutes or more and found this unreasonable.

Almost half of the respondents were happy with NMOC and had no suggestions for how to improve its operations. Thirty-six percent of those who were interviewed felt that NMOC could be improved, and offered comments and suggestions. Several recurring issues included better mapping (mostly of rural areas), a 24/7 operation including weekend service and issues involving some companies not complying with the law.

In summary, the survey offered a positive look at NMOC’s customer base and the issues that concern them. Approximately one-third of those surveyed had some area they felt needed improvement.

To view the rest of the report, visit the NMOC website.