We collected feedback at public meetings and public input hearings. And we reviewed complaints from our toll-free customer service phone line. We also used online and social media comments to gather feedback.
We solicited feedback on specific projects. For our hydro-relicensing project, approximately 30 representatives from eleven entities, including the Federal Energy Regulatory Commission and the Minnesota Department of Natural Resources, participated in a public meeting. For our request to review rates in North Dakota, a combined five customers attended two public input sessions. For our request to build Astoria Station, a natural gas-fired electricity-generating facility in South Dakota, approximately 40 people attended a December 2017 public input hearing.
We surveyed our customers for satisfaction using the independent vendor J.D. Power. Key metrics included power quality and reliability, billing and payment, price, corporate citizenship, communications, and customer service. The organization surveyed approximately 300 residential customers.
We engaged Bellomy Research, Inc., to evaluate transaction-specific customer satisfaction and issue resolution. The survey targeted all customer contacts—phone, web, mail, and after-hours calls—and measured specific aspects of service provided. The organization surveyed 3,000 customers.