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Waverly Utilities survey: overall satisfaction rises; price and internet remain top concerns
Summary
Consultant Chelsea Morrison presented the results of a 402-respondent customer survey showing higher satisfaction with customer service and technicians, steady overall perception (4.42/5), strong use of Waverly internet, and low support for renewable bill increases.
Chelsea Morrison, a consultant with University of Northern Iowa Strategic Marketing Services, presented the 2025 "Voice of the Customer" survey to the Waverly Utilities Board of Trustees, reporting a statistically valid sample of 402 completed responses and several increases in satisfaction compared with past surveys.
Morrison said the survey sampled 2,000 randomly selected households plus 500 additional contacts targeted to ages 18–39, and included an online option. "This is our sixth time, I believe, conducting this survey for you guys," she told the board. She said results were weighted to match Waverly's age demographics to avoid skewing older.
The survey found overall satisfaction with Waverly…
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