THE SOURCE - Fall 2017 - 35

This initial round of testing
has shown that delivering
the pre-survey message via
voicemail will likely increase
the response rate.

from those who received the
pre-message on their voice mail
versus those who heard it live.
l Overall, the percentage of live
answers that completed the entire
survey increased by 2 percentage
points, but those who received the
answering machine message and
then completed the entire survey
increased by 4 percentage points
over those who heard it live.
l The percentage of survey
participants who answered
question 1 and then proceeded
to complete the entire survey
increased by over 9 percentage
points, with those who heard
an answering machine message
doing slightly better.
What can we learn from all of this?
Did the pre-survey calls drive more
people to take the survey? Were more of
those people committed to completing
the entire survey after hearing the
message and being encouraged to
do so? It appears that is the case. We
would expect customers to be more
inclined to help out their utility in

the first place and do as we ask. Their
response rates are typically higher than
those of non-customers in general.
More customers began the survey;
more customers completed the survey.
Non-customers were not quite as
reliable. However, even though we did
not get any extra to begin the survey,
those who did stayed with it longer
than usual. And in every case, of those
who heard the pre-message on their
answering machine, more took the
survey and more completed the survey.
This initial round of testing has
shown that delivering the pre-survey
message via voicemail will likely
increase the response rate. Calling
during working hours when less
people are home and dropping calls
directly into voicemail boxes (RingLess
Voicemail) are two methods that we can
employ to achieve this.
The other test that Blue Otter
conducted for Greer and Buford was
the delivery of Public Safety Education
announcements preceding the GOAL
survey. The purpose was to test the
effectiveness of sending pre-recorded

messages as a vehicle to distribute
safety information to the public and
to see the effect of that on the GOAL
survey. Both utilities saw an uptick in
results with regards to the receipt of
safety messages from the utility and
the understanding of how to recognize
a gas leak. The increase in awareness of
having received information on natural
gas safety in the past 12 months,
in the non-customer group was 7
percentage points and for customers,
almost 19 percentage points! This
shows that automated Public Safety
Education announcements have
a place in a utility's Public Safety
Awareness program.
This is just the beginning of all the
new ideas Blue Otter Solutions has
for APGA members. Soon, you'll be
hearing about programs that will give
you access to Public Service Education
(PSE) announcements, and Public Safety
Announcements (PSA) like, emergency
and service interruption notifications,
website and social media assistance,
and many more. It's an exciting time to
be an APGA GOAL member!
THE SOURCE | FALL 2017, VOL. 10, ISSUE 1 35



Table of Contents for the Digital Edition of THE SOURCE - Fall 2017

First Person
APGA Events
A Conversation with an APGA Member: Southeast Gas
Update on DOE’s Furnace Rule
The Second Annual NGV Road Rally
Levelized Cost of Energy (LCOE) and How it Affects the Direct-Use of Natural Gas
APGA Strategic Planning: What’s Next?
Growing Revenue Without Capital - Combined Heat and Power
APGA Endorses Leading Home Repair Provider
Legislative Outlook
The Pipeline
Marketing Matters
At Last
THE SOURCE - Fall 2017 - intro
THE SOURCE - Fall 2017 - ebelly1
THE SOURCE - Fall 2017 - ebelly2
THE SOURCE - Fall 2017 - cover1
THE SOURCE - Fall 2017 - cover2
THE SOURCE - Fall 2017 - 3
THE SOURCE - Fall 2017 - 4
THE SOURCE - Fall 2017 - 5
THE SOURCE - Fall 2017 - 6
THE SOURCE - Fall 2017 - 7
THE SOURCE - Fall 2017 - First Person
THE SOURCE - Fall 2017 - 9
THE SOURCE - Fall 2017 - APGA Events
THE SOURCE - Fall 2017 - 11
THE SOURCE - Fall 2017 - A Conversation with an APGA Member: Southeast Gas
THE SOURCE - Fall 2017 - 13
THE SOURCE - Fall 2017 - 14
THE SOURCE - Fall 2017 - 15
THE SOURCE - Fall 2017 - 16
THE SOURCE - Fall 2017 - Update on DOE’s Furnace Rule
THE SOURCE - Fall 2017 - The Second Annual NGV Road Rally
THE SOURCE - Fall 2017 - 19
THE SOURCE - Fall 2017 - Levelized Cost of Energy (LCOE) and How it Affects the Direct-Use of Natural Gas
THE SOURCE - Fall 2017 - 21
THE SOURCE - Fall 2017 - APGA Strategic Planning: What’s Next?
THE SOURCE - Fall 2017 - 23
THE SOURCE - Fall 2017 - 24
THE SOURCE - Fall 2017 - 25
THE SOURCE - Fall 2017 - Growing Revenue Without Capital - Combined Heat and Power
THE SOURCE - Fall 2017 - 27
THE SOURCE - Fall 2017 - APGA Endorses Leading Home Repair Provider
THE SOURCE - Fall 2017 - 29
THE SOURCE - Fall 2017 - Legislative Outlook
THE SOURCE - Fall 2017 - 31
THE SOURCE - Fall 2017 - 32
THE SOURCE - Fall 2017 - 33
THE SOURCE - Fall 2017 - The Pipeline
THE SOURCE - Fall 2017 - 35
THE SOURCE - Fall 2017 - Marketing Matters
THE SOURCE - Fall 2017 - 37
THE SOURCE - Fall 2017 - 38
THE SOURCE - Fall 2017 - 39
THE SOURCE - Fall 2017 - At Last
THE SOURCE - Fall 2017 - 41
THE SOURCE - Fall 2017 - 42
THE SOURCE - Fall 2017 - cover3
THE SOURCE - Fall 2017 - cover4
THE SOURCE - Fall 2017 - outsert1
THE SOURCE - Fall 2017 - outsert2
THE SOURCE - Fall 2017 - outsert3
THE SOURCE - Fall 2017 - outsert4
https://www.nxtbook.com/naylor/PGAQ/PGAQ0218
https://www.nxtbook.com/naylor/PGAQ/PGAQ0118
https://www.nxtbook.com/naylor/PGAQ/PGAQ0417
https://www.nxtbook.com/naylor/PGAQ/PGAQ0317
https://www.nxtbook.com/naylor/PGAQ/PGAQ0217
https://www.nxtbook.com/naylor/PGAQ/PGAQ0117
https://www.nxtbook.com/naylor/PGAQ/PGAQ0416
https://www.nxtbook.com/naylor/PGAQ/PGAQ0316
https://www.nxtbook.com/naylor/PGAQ/PGAQ0216
https://www.nxtbook.com/naylor/PGAQ/PGAQ0116
https://www.nxtbook.com/naylor/PGAQ/PGAQ0415
https://www.nxtbook.com/naylor/PGAQ/PGAQ0315
https://www.nxtbook.com/naylor/PGAQ/PGAQ0215
https://www.nxtbook.com/naylor/PGAQ/PGAQ0115
https://www.nxtbookmedia.com