Our Mobilehome Park Utility Conversion Program ended on an outstanding note last year! New 2021 survey results show mobile homeowners and managers were highly satisfied with our ongoing modernization program, which covers the costs to replace aging, privately owned, master-metered systems with new utility-owned systems at qualified mobile home parks throughout California.
Last year, for the first time since SoCalGas launched the annual survey back in 2016, the company was highly rated by all owners and managers for our overall reputability and overall program satisfaction. Participants also gave a higher rating for the overall construction process and timeline than recent years. For the third straight year, all owner and managers surveyed were highly satisfied with every aspect of their SoCalGas program representative.
These results were conducted through telephone interviews and reflect the hard work of our entire Mobilehome Park team, especially our Account Executives and Project Managers. “It wasn’t easy to overcome challenges brought on by the pandemic, yet as the results show, we were able to provide some of the highest levels of customer service in program history,” said Brittany Paul, outreach manager for the Mobilehome Park Utility Conversion Program. “The addition of virtual meetings, convenient new educational videos, as well as the implementation of survey alerts that allow residents to report issues in real time, all elevated the overall customer experience.”
Resident satisfaction with the program in 2021 equaled its all-time high of 86% previously set in the initial wave of research in 2016. Paul said, “This is great news. We are learning from previous results and applying that knowledge to better our communications and interactions with all of our participants.”
Satisfaction ratings for helping residents navigate expectations improved for the third straight year and is now significantly higher than the previous four years. In addition, 91% of interviewed residents were at somewhat satisfied with the customer sign-up process – the highest rating to date and significantly higher than 2017, 2018 and 2019.
With this year’s program enrollment now underway, even more mobile home communities will have the opportunity to apply and benefit from the Mobilehome Park Utility Conversion Program. To learn more about the program and view our new educational videos, visit: socalgas.com/mobilehome.
