Tailored communication specifically to usage is going to be really key, and that that's part of what you know some of the actions are on the small business side.

Just wanted to talk through some of those because they were obviously um outlined here, but I think the more important aspect to this is the action plan.

Any questions on what I've said uh any board members?

Um Crank, this is Nancy.

Just one other question.

I I made this request in a work session, but um uh I am curious to see.

I know you just did a brand uh survey, and I I am curious to hear how the brand survey kind of fits with uh with these customer satisfaction scores.

Yes, you're looking forward to seeing that.

Yeah.

Yep, we'll be sharing that.

Okay, thank you.

And now uh board member Rainey.

Yeah, um thank you.

Uh I just wanted to, I guess, to your points that you have already made.

The phone service part, is that a part of some things that you're of course correcting or addressing or looking into or is it something very specific that customers are just not?

It's really a digital channel now.

The phone systems are all digitized, so we we kind of aggregate in that in that digital space.

So there is basically uh potentially some routing efficiency there.

But these are really small adjustments when you look at you know the actual interaction between our customers.

And I think when you look at the uh customer satisfaction, when customers deal with us, work with us directly, and that's why Natalie called that those specifically, like for example, when you end a phone call with us, when you have a service technician or a field technician come to your house, it's known as a person post-transaction survey, which obviously if the customer wants to take that survey, we tend to do very well in that when customers interact with us directly.

When we're compared to obviously other utilities in terms of is there a way to more optimize the service channel, especially on the digital side, there is definitely some actions that we're taking to improve that experience.

And a lot of it is is really tied to the ease of doing business.

If we tell customers click 17 times, I'm not sure that's ease of doing business.

So that's where we're really trying to focus on our efforts on making it easy, one click to pay, those types of things.

Outstanding.

Thank you.

Other um board member questions at this moment.

I don't I don't see any, Natalie.

Do you have anything else for us?

Because it don't leave before I'll have something to ask.

I think we pretty much covered it on the next step slide.

Mr.

Frankelino covered kind of what we're doing to adjust the um customers that scores.

So um I guess the only thing I would just add is that we'll be back um to in front of the board in March of 2027 to bring you the end of year scorecard results.

I do just want to mention we do, although the board only sees these numbers twice a year, we actually report on them four times a year to Travis and his CEO leadership team so that we can make course corrections if we need to.

So I think that's important for you know our neighbors, our the citizens, the ratepayers, to be informed of that we we track this closely because this has been a very hot summer, and uh my bill and a lot of other citizens' um utility bill has gone up.

And I think citizens have tried to figure that out on their own.

Why why has that happened?

And they've maybe looked on social media and they've seen uh some posts on there.

I would encourage citizens to call our uh customer representatives at uh 719-448-480, and have someone go through your bill with you and really help you understand it.

Um my bill, it's largely water, is the reason my bill has increased.

I know I have grass and we're we're watering it three times a week like we're supposed to to keep it alive.

Um, but it's been so hot that uh you know we're lot watering it for longer periods on those days.

Um something that uh a lot of times we don't think of is is our bills aren't always the same number of days.

Like my bill this month is th a 32-day period.

It can go down to 28 days, and I think it can go up to 33.

And so if you're comparing a 33-day bill to uh 32 to a 28-day bill, I mean there's more than a 10 percent difference just in the number of days.

And then if the the temperatures have been a lot higher, uh you if you have air conditioning, you're probably running that more.

And so it's just the number of kilowatts which are being used.

And I believe on average, you know, our residential customers have used 17 percent uh more electricity uh this July than last.

I believe that's that's the stat.

Um then there is the time of day rates which have come into effect.

But I think a lot of times uh people are thinking it's the time of day rates when it's really total volume of kilowatt hours being used, plus water plus uh and the the larger number of days.

So I encourage you to call that number 448-480 and have one of our uh team members go through your bill with you.

It's a service you get for free.

Uh and and there are three different plans on that time of day rates.

There may be a better plan than the one you're on.

Um that was designed not to to make money uh for CSU.

That was designed to just break even, say we get the same amount, whether we kept it the old way or the new way, but to move some usage outside of five to nine so that we don't have to buy electricity when it's extremely expensive or build new generation, which is extremely expensive.

So that's a lot to talk about, but there's way more to it than that.