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1 French Creek Water Community CSM Draft Report December 2013 December 19, 2014 Appendix C Page 1 of 54

2 Canada Toronto Edmonton Calgary Montreal Quebec City USA Philadelphia, PA Denver, CO Tampa, FL Europe Zurich French Creek Water Community CSM Draft Report December 2013 December 19, 2014 Appendix C Page 2 of 54

3 December 19, 2014 Appendix C Page 3 of 54

4 4 Objectives The main objective of this research is to assess customer satisfaction with EPCOR as the water services provider in French Creek, BC The specific objectives include determining EPCOR s reputation in French Creek, and understanding what drives reputation; Awareness of EPCOR as the water services supplier; Satisfaction with the water services supplier on key service elements; Perceptions of the water services supplier; Drinking water habits; and Media exposure to EPCOR December 19, 2014 Appendix C Page 4 of 54

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6 6 Data Collection This report analyzes 173 interviews with residents of French Creek, BC in EPCOR s service area. These residents are referred to as French Creek residents or residents throughout this report. Telephone survey between October 22 nd and November 3 rd, 2013; additional interviews completed November 26 th to December 4 th. Target Respondents Residents of French Creek who are the head or joint head of household, within EPCOR s service area Those currently working in market research, news media, public relations or advertising, or for EPCOR or water services were excluded from the survey Statistical Reliability Data were weighted based on the census division of Nanaimo to ensure representativeness. Margin of error for a sample of 173 is ± 7.5% at the 95% interval. December 19, 2014 Appendix C Page 6 of 54

7 7 Analysis The questionnaire was developed in consultation with EPCOR. Where possible, results are tracked against previous waves of research. Tracking should be interpreted with caution, due to Changes in question or parameter wording since the previous iteration of the survey (noted throughout report) Note: For questions 10 and 11 (contact with EPCOR and most recent contact with EPCOR), respondents were asked about their contact in the previous 12 months, while in 2007, they were asked about their contact in the previous 8 months. Interpret tracking results with caution. December 19, 2014 Appendix C Page 7 of 54

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9 EXECUTIVE SUMMARY 9 Reputation EPCOR s reputation score in its service area of French Creek (43) ranks third among other companies in its service area, following West Jet (78) and just below Fortis (44). There is opportunity to increase this score by raising EPCOR s profile in the community. A substantial proportion of customers do not have an opinion of EPCOR, either because they don t know enough about the company (20%) or don t know the company at all (15%). Awareness of EPCOR as Water Service Supplier Two-thirds of French Creek residents are aware EPCOR is responsible for supplying their tap water. At least half (range of 51%-69%) of French Creek residents are aware EPCOR supplies their tap water, treats their drinking water, and reads their meter. December 19, 2014 Appendix C Page 9 of 54

10 EXECUTIVE SUMMARY Satisfaction 10 overall with water services supplier A high majority of residents (89%) are satisfied overall with EPCOR as their water supplier, with over half (51%) who are very satisfied, consistent with the baseline in with tap water quality Over four-in-five (83%) residents are satisfied with each aspect of their tap water quality. Satisfaction (4,5,6,7) has increased for all aspects of quality, with the exception of odour and overall quality; Strong satisfaction (6,7) has increased for all aspects of quality, compared to One-in-five residents is dissatisfied (1,2,3) with the taste of their tap water, and about one-in-six are dissatisfied with the odour, highlighting areas for improvement. Younger residents (18-54) tend to be more satisfied overall with all aspects of water quality. with key service components With one exception, over half of residents are satisfied with key service components. Resolving complaints receives fairly low agreement comparatively (37% agree), attributable to a high proportion of customers who are unable to provide a rating. Overall satisfaction for all measures with tracking available is consistent with 2007 for all parameters with the exception of EPCOR providing information to help manage / conserve water, which has increased in with most recent contact Most (78%) residents who contacted EPCOR are satisfied with their most recent contact, consistent with 2007 results. December 19, 2014 Appendix C Page 10 of 54

11 EXECUTIVE SUMMARY 11 Perceptions of Supplier At least half of residents agree with all positive statements about EPCOR, with the exception of actively supports the community. Agreement with all parameters, with the exception of always there when needed has decreased slightly in Awareness of Government Standards Over three-quarters of residents are aware that EPCOR is required by to meet government standards for the safety and the appearance of tap water; just over half are aware of standards for odour. Home Water Drinking Practices Three-in-five (60%) French Creek residents use a water filter / distiller / purifier for their drinking water, consistent with The proportion of residents who drink only tap water has significantly increased since 2007, and the proportion drinking only bottled water has significantly decreased. Media Recall and Sentiment One-in-five (21%) French Creek residents recall seeing / hearing / reading information about EPCOR in the past few months, with the greatest proportions recalling that the information was something in the newsletter (23%), and about rate increases (17%). Nearly two-thirds (63%) feel the information they encountered was neutral. December 19, 2014 Appendix C Page 11 of 54

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13 REPUTATION December 19, 2014 Appendix C Page 13 of 54

14 REPUTATION INDEX (SERVICE AREA ONLY) 14 Bad opinion Good opinion Reputation Index* Don t know enough Don t know at all WestJet 4% 82% 78 9% 5% Fortis 8% 52% 44 18% 21% EPCOR 11% 54% 43 20% 15% Royal Bank 15% 49% 35 26% 10% BC Hydro 31% 56% 25 7% 6% TELUS 31% 52% 22 15% 3% Vancity Savings 4% 14% 9 39% 43% Wind Mobile 2% 10% 8 35% 53% Corix 3% 8% 5 32% 57% Base: French Creek residents (n=173) *Reputation index = % good opinion - % bad opinion, rounded to the nearest whole number, may differ by 1% due to rounding Note: New question in 2013 Q1. I will read a list of companies to you. Thinking about your overall impression of each company, and taking everything into account, do you have a of Q2. IF DON T KNOW TO ANY in Q1] Are you unable to rate your opinion of [COMPANY] because you December 19, 2014 Appendix C Page 14 of 54

15 AWARENESS OF EPCOR December 19, 2014 Appendix C Page 15 of 54

16 UNAIDED AWARENESS: WATER SERVICES SUPPLIER 16 French Creek residents 2013 (n=173) EPCOR 67% City of Parksville 17% Regional District of Nanaimo 4% Other 9% Don't Know / Not sure 2% Note: Slight change in question wording in Tracking data is not available. Q3. To the best of your knowledge, who is responsible for the supply of tap water to your home? December 19, 2014 Appendix C Page 16 of 54

17 AIDED AWARENESS OF EPCOR WATER SERVICES 17 French Creek Residents 2013 (n=173) Supplying your tap water 69% Treating your drinking water 60% Reading your meter 51% Treating your wastewater 17% Drainage services 10% Note: Slight change in wording in 2013.Tracking data is not available. = correct mention Q4. I will read a list of water services. For each one, please tell me yes or no if EPCOR is responsible for providing this service in your area. To the best of your knowledge, is EPCOR responsible for December 19, 2014 Appendix C Page 17 of 54

18 SATISFACTION December 19, 2014 Appendix C Page 18 of 54

19 OVERALL SATISFACTION WITH WATER SERVICES SUPPLIER (n=173) 9% 38% 51% 89% 2007 (n=188) 14% 42% 42% 84% Not satisfied (1,2,3) Moderately satisfied (4,5) Very satisfied (6,7) Q5. Please think about the supplier of water services to your home. How would you rate your OVERALL satisfaction with your water service supplier, using a seven point scale where 1 means NOT SATISFIED AT ALL, 4 means SATISFIED and 7 means COMPLETELY SATISFIED. December 19, 2014 Appendix C Page 19 of 54

20 REASONS FOR BEING VERY SATISFIED (6,7 RATING) 20 Residents who are very satisfied (6,7 rating) with their water services supplier 2013 (n=78) POSITIVE MENTIONS (NET) 95% Satisfied/no complaints/good service(general)/no problems 44% Water quality (NET) 22% Good quality (general)/safe drinking water/consistent quality/water quality overall has improved 10% Clear clean water/clarity has improved (no longer brown) 10% Taste/taste has improved (now drinkable) 3% No odor/no longer an odor 2% Reliable water service/no disruptions/good management of water shortages 30% Communicating with public/media/epcor has good public relations/answer questions 2% Cost is reasonable 1% Increased awareness of water consumption and wastage 1% Satisfactory billing 1% Good water monitoring/ water treatment 1% NEGATIVE MENTIONS (NET) 17% Water quality (NET) 15% Too much chlorine in water/fluctuating chlorine levels/too many chemicals in water 14% Treatment poor/impurities and toxins in water/white film/residue on water/too much calcium in water, water toxic 1% Poor taste / Don't drink tap water because of poor quality 1% Cost of water services 1% No reason 2% Q6. What is the main reason that you gave this rating? December 19, 2014 Appendix C Page 20 of 54

21 REASONS FOR BEING MODERATELY SATISFIED (4,5 RATING) 21 Residents who are moderately satisfied (4,5 rating) with their water services supplier 2013 (n=72) NEGATIVE MENTIONS (NET) 66% Water quality (NET) 34% Poor water quality/poor color/unclear/inconsistent quality/unsafe drinking water/quality changes based on weather or sea 13% Too much chlorine in water/fluctuating chlorine levels/too many chemicals in water 9% Poor taste / Don't drink tap water because of poor quality 9% Hard water/too much mineral content 8% Odor is bad 1% Poor water pressure 1% Cost of water services 26% More readings less estimates for bills 4% Decline in infrastructure 1% Recent water problems 1% Lack of information about EPCOR 1% POSITIVE MENTIONS (NET) 19% Satisfied/no complaints/good service(general)/no problems 12% Water quality (NET) 6% Good quality (general)/safe drinking water/consistent quality/water quality overall has improved 5% No odor/no longer an odor 1% Reliable water service/no disruptions/good management of water shortages 1% Helpful staff 1% Always room for improvement 7% Water temperature poor 1% Against privatization/new supplier 2% Other 5% No reason 3% Refused 1% Don't know 2% Q6. What is the main reason that you gave this rating? December 19, 2014 Appendix C Page 21 of 54

22 REASONS FOR BEING DISSATISFIED (1,2,3 RATING) 22 Residents who are dissatisfied (1,2,3 rating) with their water services supplier 2013 (n=20)* NEGATIVE MENTIONS (NET) 89% (14) Water quality (NET) 65% (10) Too much chlorine in water/fluctuating chlorine levels/too many chemicals in water 34% (5) Poor water quality/poor color/unclear/inconsistent quality/unsafe drinking water/quality changes based on weather or sea 7% (1) Poor taste / Don't drink tap water because of poor quality 15% (2) Poor water pressure 4% (1) Hard water/too much mineral content 4% (1) Cost of water services 28% (4) Poor customer service (general) 4% (1) Against privatization/new supplier 4% (1) Other 4% (1) No reason 6% (1) *Caution to be used in interpretation due to small sample size Q6. What is the main reason that you gave this rating? December 19, 2014 Appendix C Page 22 of 54

23 WATER QUALITY December 19, 2014 Appendix C Page 23 of 54

24 SATISFACTION WITH TAP WATER QUALITY 24 Overall quality 14% 30% 53% 83% Clarity -3% 24% 71% 94% Being safe to drink 8% 16% 69% 85% Odour 14% 19% 62% 81% Taste 21% 25% 49% 74% Not satisfied (1,2,3 rating) Moderately satisfied (4,5 rating) Very satisfied (6,7 rating) Base: French Creek residents (n=173) Note: Slight wording change in question from in French Creek to in your home in Q7. We would now like you to rate various attributes of tap water in your home. Using a 1 to 7 scale where 1 means NOT SATISFIED AT ALL, 4 means SATISFIED and 7 means COMPLETELY SATISFIED, how would you rate your tap water on? December 19, 2014 Appendix C Page 24 of 54

25 SATISFACTION WITH TAP WATER QUALITY (TRACKING) 25 Overall Quality 76% 83% 53% 31% 2007 (n=188) 2013 (n=173) Very Satisfied (6,7 rating) Satisfied (4,5,6,7 rating) Note: Slight wording change in question from in French Creek to in your home in Q7. We would now like you to rate various attributes of tap water in your home. Using a 1 to 7 scale where 1 means NOT SATISFIED AT ALL, 4 means SATISFIED and 7 means COMPLETELY SATISFIED, how would you rate your tap water on? December 19, 2014 Appendix C Page 25 of 54

26 SATISFACTION WITH TAP WATER QUALITY (TRACKING) 26 Safe to Drink Taste 75% 85% 63% 74% 69% 50% 30% 49% 2007 (n=188) 2013 (n=173) 2007 (n=188) 2013 (n=173) Very Satisfied (6,7 rating) Satisfied (4,5,6,7 rating) Very Satisfied (6,7 rating) Satisfied (4,5,6,7 rating) Odour 77% 81% 83% Clarity 94% 44% 62% 50% 71% 2007 (n=188) 2013 (n=173) 2007 (n=188) 2013 (n=173) Very Satisfied (6,7 rating) Satisfied (4,5,6,7 rating) Very Satisfied (6,7 rating) Satisfied (4,5,6,7 rating) Note: Slight wording change in question from in French Creek to in your home in Q7. We would now like you to rate various attributes of tap water in your home. Using a 1 to 7 scale where 1 means NOT SATISFIED AT ALL, 4 means SATISFIED and 7 means COMPLETELY SATISFIED, how would you rate your tap water on? December 19, 2014 Appendix C Page 26 of 54

27 KEY SERVICE COMPONENTS December 19, 2014 Appendix C Page 27 of 54

28 SATISFACTION WITH KEY SERVICE COMPONENTS 28 Reliable/consistent water service 1% 22% 72% 94% Info to help manage/conserve water 13% 38% 40% 78% Operating efficiently 3% 27% 50% 77% Billing 15% 35% 38% 72% Outstanding customer service 7% 28% 33% 61% Resolving complaints 6% 14% 23% 37% Not satisfied (1,2,3 rating) Moderately satisfied (4,5 rating) Very satisfied (6,7 rating) Base: French Creek residents (n=173) Q8. Now, I would like you to tell me how well you think your water service supplier performs on each of the following service elements. Using a 1 to 7 scale where 1 means NOT SATISFIED AT ALL, 4 means SATISFIED, and 7 means COMPLETELY SATISFIED, how would you rate your water service supplier s performance in regard to? December 19, 2014 Appendix C Page 28 of 54

29 SATISFACTION WITH KEY SERVICE COMPONENTS (TRACKING) 29 Info to Help Manage/Conserve Water* 68% 78% Reliable/Consistent Water Service 92% 94% 60% 72% 34% 40% 2007 (n=188) 2013 (n=173) 2007 (n=188) 2013 (n=173) Very Satisfied (6,7 rating) Satisfied (4,5,6,7 rating) Very Satisfied (6,7 rating) Satisfied (4,5,6,7 rating) Outstanding Customer Service Operating Efficiently 69% 61% 82% 77% 38% 33% 52% 50% 2007 (n=188) 2013 (n=173) 2007 (n=188) 2013 (n=173) Very Satisfied (6,7 rating) Satisfied (4,5,6,7 rating) Very Satisfied (6,7 rating) Satisfied (4,5,6,7 rating) *Note: change in wording in 2013, interpret with caution Q8. Now, I would like you to tell me how well you think your water service supplier performs on each of the following service elements. Using a 1 to 7 scale where 1 means NOT SATISFIED AT ALL, 4 means SATISFIED and 7 means COMPLETELY SATISFIED, how would you rate your water service supplier's performance in regard to...? December 19, 2014 Appendix C Page 29 of 54

30 SATISFACTION WITH KEY SERVICE COMPONENTS (TRACKING) 30 Resolving Complaints* Billing** 72% 37% 23% 38% 2013 (n=173) 2013 (n=173) Very Satisfied (6,7 rating) Satisfied (4,5,6,7 rating) Very Satisfied (6,7 rating) Satisfied (4,5,6,7 rating) *Note: tracking data not available due to change in wording in 2013 **New question in 2013 Q8. Now, I would like you to tell me how well you think your water service supplier performs on each of the following service elements. Using a 1 to 7 scale where 1 means NOT SATISFIED AT ALL, 4 means SATISFIED and 7 means COMPLETELY SATISFIED, how would you rate your water service supplier's performance in regard to...? December 19, 2014 Appendix C Page 30 of 54

31 PERCEPTIONS OF WATER SERVICE SUPPLIER December 19, 2014 Appendix C Page 31 of 54

32 PERCEPTIONS OF WATER SERVICE SUPPLIER 32 Always there when needed 3% 35% 40% 75% Cares about its customers 13% 37% 30% 67% An organization I trust 18% 29% 36% 65% Environmentally responsible 5% 18% 36% 54% Well managed organization 8% 31% 22% 53% Actively supports community 23% 22% 19% 40% Do not agree (1,2,3 rating) Moderately agree (4,5 rating) Strongly agree (6,7 rating) Base: French Creek residents (n=173) Note: Change in question wording in 2013 from tap water supplier to water service supplier Q9. I'm going to read a few statements that might describe your water service supplier. I'd like you to tell me to what extent you agree or disagree with each statement using a 1 to 7 scale where 1 means you DO NOT AGREE AT ALL, 4 means AGREE and 7 means you COMPLETELY AGREE. December 19, 2014 Appendix C Page 32 of 54

33 SATISFACTION WITH KEY SERVICE COMPONENTS (TRACKING) 33 Well Managed Organization Cares About Its Customers 65% 53% 68% 67% 28% 22% 2007 (n=188) 2013 (n=173) 32% 30% 2007 (n=188) 2013 (n=173) Strongly agree (6,7 rating) Agree (4,5,6,7 rating) Strongly agree (6,7 rating) Agree (4,5,6,7 rating) Environmentally Responsible Always There When Needed 63% 54% 70% 75% 27% 36% 37% 40% 2007 (n=188) 2013 (n=173) 2007 (n=188) 2013 (n=173) Strongly agree (6,7 rating) Agree (4,5,6,7 rating) Strongly agree (6,7 rating) Agree (4,5,6,7 rating) *Note: change in wording in 2013, interpret with caution Q9. I'm going to read a few statements that might describe your water service supplier. I'd like you to tell me to what extent you agree or disagree with each statement using a 1 to 7 scale where 1 means you DO NOT AGREE AT ALL, 4 means AGREE and 7 means you COMPLETELY AGREE. December 19, 2014 Appendix C Page 33 of 54

34 SATISFACTION WITH KEY SERVICE COMPONENTS (TRACKING) 34 Actively Supports Community An Organization I Trust 47% 40% 70% 65% 18% 19% 2007 (n=188) 2013 (n=173) 31% 36% 2007 (n=188) 2013 (n=173) Strongly agree (6,7 rating) Agree (4,5,6,7 rating) Strongly agree (6,7 rating) Agree (4,5,6,7 rating) Q9. I'm going to read a few statements that might describe your water service supplier. I'd like you to tell me to what extent you agree or disagree with each statement using a 1 to 7 scale where 1 means you DO NOT AGREE AT ALL, 4 means AGREE and 7 means you COMPLETELY AGREE. December 19, 2014 Appendix C Page 34 of 54

35 MOST RECENT CONTACT December 19, 2014 Appendix C Page 35 of 54

36 SATISFACTION WITH MOST RECENT CONTACT (n=31) 22% 29% 50% 78% 2007 (n=49) 16% 20% 59% 80% Not satisfied (1,2,3) Moderately satisfied (4,5) Very satisfied (6,7) Base: French Creek customers who have had contact with EPCOR in the past 12 months Note: In 2007, respondent was asked whether they had contacted EPCOR in past 8 months Q11. Please think about your MOST RECENT contact with your water service supplier. How would you rate your OVERALL satisfaction with this MOST RECENT contact on the seven point scale where 1 means NOT SATISFIED AT ALL, 4 means SATISFIED and 7 means COMPLETELY SATISFIED? December 19, 2014 Appendix C Page 36 of 54

37 WATER SAFETY AND STANDARDS December 19, 2014 Appendix C Page 37 of 54

38 CONCERN WITH ELEMENTS IN TAP WATER 38 Not a concern A concern Lead 8% 86% Arsenic 10% 83% Iron 30% 55% Chlorine 46% 50% Sodium 38% 49% Calcium 49% 39% Fluoride 54% 33% Manganese 36% 33% Potassium 51% 30% Residents are most concerned with having lead and arsenic in their tap water. Base: French Creek residents (n=173) Note: New question in 2013 Q12. I will read a list of elements that may or may not be present in tap water. For each element I read to you, please tell me if having this in your tap water is December 19, 2014 Appendix C Page 38 of 54

39 AWARENESS OF GOVERNMENT STANDARDS 39 Safety of tap water 85% Appearance of tap water 75% Odour of tap water 55% Base: French Creek residents (n=173) Note: New question in 2013 Q12. As far as you are aware, is your water service supplier required by the government to meet standards for [RANDOMIZE] December 19, 2014 Appendix C Page 39 of 54

40 DRINKING WATER HABITS December 19, 2014 Appendix C Page 40 of 54

41 HOME WATER DRINKING PRACTICES 41 Use Water Filter / Distiller / Purifier for Drinking Water Drink only tap water Water Drinking Habits 2013 (n=173) 2007 (n=188) 39% 64% 2013 (n=173) 60% Drink tap and bottled water 2013 (n=173) 2007 (n=188) 17% 30% 2007 (n=188) 53% Drink only bottled water 2013 (n=173) 2007 (n=188) 14% 29% Do not drink water at home 2013 (n=173) 2007 (n=188) 2% 5% Base: French Creek residents Q14. At home, do you use any device to filter, distil or purify the tap water used for drinking? Q15. In your home, do you YOURSELF... December 19, 2014 Appendix C Page 41 of 54

42 REASONS FOR DRINKING ONLY TAP WATER 42 French Creek residents who drink only tap water at home 2013 (n=107) It's cheaper / It's more affordable 20% I don't believe in bottled water 14% Good quality 13% I filter the water 13% There's no difference between bottled and tap 12% It's safe 8% It tastes good / Tastes better 6% Have no problems with it / Satisfied 5% Tap water is better than bottled 5% Bottled water is not good for the environment 4% It's clean / clear 2% Convenience 2% I like it 2% Other 2% *Mentions less than 2% are not included Q16. For what reasons do you December 19, 2014 Appendix C Page 42 of 54

43 REASONS FOR DRINKING TAP AND BOTTLED WATER 43 French Creek residents who drink tap and bottled water at home 2013 (n=32) Convenience 37% (10) I use bottled water on the go and tap water at home 16% (4) I filter the water 14% (4) It tastes good / tastes better 12% (3) I prefer my water to be colder 12% (3) I don t like the chlorine / chemicals in the water 5% (1) It s safe 2% (1) Other 9% (2) No reason 2% (1) Q16. For what reasons do you December 19, 2014 Appendix C Page 43 of 54

44 REASONS FOR DRINKING ONLY BOTTLED WATER 44 French Creek residents who drink only bottled water at home 2013 (n=23)* Don't like the taste 26% (6) I don't like the chlorine / chemicals in the water 23% (5) It tastes good / Tastes better 18% (4) I prefer my water to be colder 15% (3) Don't trust quality 10% (2) It's available 6% (1) It's safe 3% (1) I like it 3% (1) I filter the water 3% (1) I use bottled water on the go and tap water at home 3% (1) *Caution to be used in interpretation due to small sample size Q16. For what reasons do you December 19, 2014 Appendix C Page 44 of 54

45 REASONS FOR NOT DRINKING WATER AT HOME 45 French Creek residents who do not drink water at home 2013 (n=11)* I don't like it 31% (3) I filter the water 28% (2) I use well water 13% (1) Don't like the taste 6% (1) I don't like the chlorine / chemicals in the water 6% (1) Don't trust quality 6% (1) Other 7% (1) Don't know / Refused 7% (1) *Caution to be used in interpretation due to small sample size Q16. For what reasons do you December 19, 2014 Appendix C Page 45 of 54

46 ADDITIONAL COMMENTS December 19, 2014 Appendix C Page 46 of 54

47 ADDITIONAL COMMENTS ABOUT WATER SERVICES 47 French Creek residents 2013 (n=173) Cost is too high 6% Need better filtration system 5% Lack of water supply / Too many restrictions 4% Don't want chlorine / chemicals in my water 3% No problems / Satisfied / It's good 2% Concerned about ownership 2% Other 4% No / Nothing / No comments 5% Don't know 71% *Less than 1% of mentions Note: Slight change in wording in 2013 Q17. Do you have any additional comments about water services in your area that you would like to provide? [OPEN END] December 19, 2014 Appendix C Page 47 of 54

48 MEDIA EXPOSURE December 19, 2014 Appendix C Page 48 of 54

49 MEDIA RECALL 49 Recall Reading / Seeing / Hearing EPCOR Information -past few months- Don't know 7% No 72% Yes 21% Nature of Information French Creek residents who recall seeing/hearing/reading EPCOR information in the past few months 2013 (n=38) Newsletter / Something in the newsletter 23% Rate increases 17% Conservation program 6% New wells 5% New plant / Building a new treatment plant 5% Capital work in the community 4% Community events 4% Adding chlorine to the water 2% Other 15% Don't know / Don't recall 32% Base: French Creek Residents (n=173) Most residents (63%) who recall seeing/reading/hearing information anything about EPCOR felt the information was neutral. Note: New questions in 2013 Q18. Have you read, seen or heard anything about EPCOR specifically, in the past few months? Q19. What was the nature of what you read, saw or heard about EPCOR? December 19, 2014 Appendix C Page 49 of 54

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51 51 French Creek Residents (n=173) Age 18 to 24 years old 5% % % % % % 55 years old and over 53% Refused 1% Gender Male 52% Female 48% Tenure in French Creek Less than 6 months 6% 6 months to 1 year 2% 1 year to less than 2 years 3% 2 years to less than 5 years 17% 5 years to less than 10 years 24% 10 years to less than 15 years 24% 15 years to less than 20 years 8% 20 years or longer 14% Refuse 3% French Creek Residents (n=173) Children in Household Yes 26% No 74% Occupation Retired 52% Employed full-time 22% Employed part-time 8% A homemaker 9% Student 1% Unemployed 3% Self-employed 2% Disability 1% Refused 1% Q21. In which age category do you belong? Please stop me when I reach the correct one. D1. RECORD GENDER Q22. How long have you lived in French Creek? Q24. Are there any children in your household? Q25. Are you December 19, 2014 Appendix C Page 51 of 54

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