TDPUD Shares Results of 2026 Customer Survey

Truckee Donner Public Utility District recently conducted a customer survey to gauge customer satisfaction and gather input about the future direction of the utility. TDPUD wants to thank everyone who took the time to complete the survey and share their opinions. This feedback will help guide decision making and be instrumental in setting priorities and planning for TDPUD’s future.

The 2026 survey builds upon previous customer surveys, and was designed to capture responses from a cross-section of TDPUD’s customer base, resulting in a statistically valid survey conducted by an independent research firm, Probolsky Research. The survey was offered in multiple formats (phone, online, email, text and written) and was made available in English and Spanish. The goal of the survey methodology is to maximize accuracy and reach while minimizing bias to provide clear, actionable data to guide decision-making.

At TDPUD’s September board of directors meeting, Probolsky Research presented the results, which can be viewed on TDPUD’s website at tdpud.org/survey. Some of the key priorities that emerged, which TDPUD board and staff will focus on addressing going forward, were affordability, local power generation, outage resiliency, wildfire mitigation, communications and customer education.

“We are appreciative that our customers are willing to take the time to share their opinions with us,” said Tony Laliotis, TDPUD board president. “We answer to the community, and this survey gives us a direct look into what is important to our customers and what our community expects of us. TDPUD is your utility, and we will be keeping these survey results in mind as we continue our work to not only maintain our system and provide electric and water services, but also as we explore new opportunities and ways to benefit our community.”

General Takeaways

Overall, TDPUD customers approve of the job the utility is doing in delivering electric and water service, with 74% approving of TDPUD’s work. 89% of respondents also agree TDPUD provides reliable services. Eighty-three percent approve of TDPUD’s job providing water, and 77% approve of TDPUD’s job providing electricity. Among those who disapproved for the above questions, affordability was the most cited issue.

Affordability, Rates and Value

Cost of living stands out as the top-of-mind issue among customers surveyed, with 26% ranking it first, followed by wildfires and fire safety (19.8%) and housing affordability (16.5%). With affordability-related concerns accounting for nearly half of top concerns for those surveyed, TDPUD knows it needs to be a top priority for the utility.

While rates are a concern for customers, 93% agree that TDPUD provides valuable services. Furthermore, 56% agree that they receive good value for their water bill and 60% agree that they receive good value for their electric bill compared to their other monthly service bills.

Local Power Generation

When asked about local power generation, 74% support the idea of TDPUD pursuing local carbon-free energy generation as an alternative source of energy. However, 51% oppose the idea if it would require TDPUD to raise rates. This is valuable information as TDPUD considers whether to pursue a local power generation project, as well as what kind. Forty-three percent say they are interested in a combination of solar and battery storage, as well as community solar projects.

And while electrification is a major topic statewide, 72% of customers surveyed do not plan to transition their home or business away from natural gas to electricity ahead of the state’s mandates. This helps inform TDPUD about where its conservation and efficiency rebates and incentives should be focused.

Outage Resiliency and Wildfire Mitigation

The survey affirmed that TDPUD’s investments in its infrastructure are in line with customer needs. Of TDPUD’s four strategic initiatives, 70% said “service reliability and safety” is the most important long-term strategic priority. In support of that goal, 72% support prioritizing robust investment in utility infrastructure today.

In line with customers’ earlier concerns about wildfire safety, 65% say they support increasing vegetation management activities to protect and enhance water supply and quality and reduce the risk of catastrophic wildfires. Projects that work toward these complementary goals will continue to be top priority for TDPUD, especially knowing that this is where customers want to see their rates being spent.

Communications and Customer Education

TDPUD has spent the last few years seeking to improve its communication and outreach with the community, and those efforts are paying off. Eighty-two percent agree TDPUD communicates information well during electricity interruptions, a more than 30-point bump from the 2020 survey. TDPUD also knows there has been a request from the community for better education, especially since utility operations can be technical and complicated. TDPUD staff is working on new education materials to help customers understand how to read their bill, where their power comes from, and other requested topics. 

TDPUD’s customer service continues to be a standout for the utility. Among those who contacted TDPUD in the past 12 months, 95% rate the customer service experience positively, with 71% of those responding giving the top satisfaction score of “excellent.” Most attributed that positive sentiment to the customer service staff being “knowledgeable and effective.” As a public utility, customer service and community connection are among the ways TDPUD can deliver in ways that larger, investor-owned utilities can’t. 

To read the report, visit tdpud.org/survey 

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