Customer Satisfaction Survey Results 2026
We Asked. You Answered. We’re Listening.
Every year, New Braunfels Utilities asks customers to share feedback about their experiences, priorities and concerns. More than 3,600 residential and commercial customers participated in our 2026 Customer Satisfaction Survey, helping us better understand what matters most to the community we serve.
Your feedback helps guide decisions about customer service, communication, infrastructure investments and future improvements.
What Matters Most to Customers
Top Satisfaction Drivers:
- Value for the Cost of Utilities
- Communication
- Conservation Programs and Advice
- Transparency and Openness
- Helpful and Knowledgeable Employees
What We Heard
- Customers Value Reliable Service – Customers consistently told us they appreciate dependable electric, water and wastewater services. Reliability remains one of NBU’s greatest strengths and an important reason customers trust their utility.
- Customers Appreciate Helpful Employees – Many customers specifically mentioned positive experiences with NBU employees, describing them as knowledgeable, professional and responsive.
- Customers Value Communication – Customers continue to appreciate outage notifications, leak alerts and updates during service interruptions.
- Utility Costs and Value – The most common concern customers shared was the cost of utility service.
What We’re Doing
- Seeking alternate funding to offset customer costs.
- Assessing impact fees on developers as the maximum legal limit.
- Expanding educational content about rates and utility investments
- Creating resources that explain how rates support reliability and infrastructure
- Increasing information about rebates, conservation programs and bill-saving opportunities
Digital Customer Experience
Customers told us they want a simpler, more user-friendly experience when accessing information, managing their accounts and interacting with NBU online.
What We’re Doing:
- Launched a redesigned website with improved navigation, search capabilities and mobile optimization.
- Simplified content and customer pathways to make it easier to complete common tasks.
- Continuing to gather feedback and make improvements based on customer experience.
- Investing in a new Customer Information System (CIS) that will modernize the customer portal and provide improved tools for account management, billing and customer self-service.
More Practical Information
Customers want more information to help them manage utility costs and prepare for service impacts.
What We’re Doing:
• Expanding conservation, rebate and assistance program education
• Assessing current rebate programs
• Enhancing outage and project communications
• Increasing educational content about water supplies, infrastructure and system planning
Residential Customer Results
Overall residential satisfaction remained consistent with the previous year. Highest Rated Areas:
- Helpful & Knowledgeable Staff
- Community Involvement
- Responsiveness
- Communication
Commercial Customer Results
Commercial customer satisfaction declined compared to the previous year. What We’re Doing:
- Working to better understand commercial customer needs
- Evaluating opportunities for more proactive business communication
- Reviewing customer service processes and engagement strategies
- Increasing communication regarding projects and service impacts
Our Commitment to You
Listening is only valuable if it leads to action. Your feedback helps us identify what is working, where we can improve and how we can better serve New Braunfels today and in the future. Thank you to every customer who participated in this year’s survey.
Survey Information
Independent Research Partner: GreatBlue Research
Survey Dates: March 2–31, 2026
Participation:
• 3,224 Residential Customers
• 404 Commercial Customers
Methodology: Phone, Text and Email Surveys