Seattle City Light 2013-2018 Strategic Plan

Customer & Stakeholder Outreach

Seattle City CouncilMay 21, 2012

Phase 1: May-August 2011

• 8 stakeholder forums• 2 public meetings• 3 employee meetings• 3 focus groups• 400 participant telephone

survey• Online survey• Customer newsletter –

Light Reading• Social media• Print advertising• Earned media – e.g. press

releases

Print advertising examples

Phase 2: February-May 2012

• Direct mail postcard to all 408,000 customers

• 40,000 post cards to small and medium-sized businesses

• 8 stakeholder forums• 2 public meetings• 5 targeted, non-English

speaking forums• Online survey with 1,236

participants• Customer newsletter – Light

Reading• Social media – 3,800 visits to

Strategic Plan websiteDirect mail postcard

• Cable ads – 360,000 impressions

• Earned media• Website comment box – 95

comments

Online Survey Results

• 1,236 respondents• 98 percent residential

respondents• 80 percent rate City Light’s

performance as good or very good

• New Efficiencies and Preferred Path ranked highest

Ongoing Outreach to non-English

and underrepresent

ed on Low Income Rate

Assistance and energy

efficiency opportunities

Website updated and comment box

available

Regular social media updates

Earned media

Seattle City Light 2013-2018 Strategic Plan

Customer & Stakeholder OutreachSeattle City Council

May 21, 2012