To: Members of the Castle Rock Water Commission
From: Mark Marlowe, P.E., Director of Castle Rock Water
Sandra Sandman, Customer Relations Program Manager
Title
Castle Rock Water Customer Mailer 2024
Town Council Agenda Date: NA
Body
________________________________________________________________________________
Executive Summary
The Town of Castle Rock conducts a statistically significant customer survey every other year. Though satisfaction for water topics remains high, confidence slipped slightly in 2023 with most of this attributed to growth. A comprehensive mailer was designed to answer the questions regarding water quality, conservation programs, managing long-term water supplies and the value of services for rates paid (see Attachment A) for the survey results regarding water services).
This mailer, (see Attachment B) is scheduled to be mailed late November 2024 to all Town of Castle Rock addresses. Mailing is done a via a ‘direct’ bulk mail and will include delivery to the extraterritorial areas of Bell Mountain Ranch, Macanta and others. Timing was deliberate with several considerations. First, this piece will be received prior to the start of the 2025 survey to gauge any changes in confidence. This is also after the Nov. 4 election, and thus, it does not interfere with messaging about the Town’s proposed tax increase for fire and police. This timing is also before any water rate increases may be seen.
The mailer messaging and graphics will be utilized in outreach in subsequent months in other avenues (e.g., social media, email marketing) to reinforce the messaging. Direct mail, email newsletter and social media were identified in the survey as being the primary avenues residents would like to receive Town information.
Budget
Based on a similar piece from Development Services, the cost of the mailer is estimated at $13,500, with printing at $7,000 and postage at $6,500. These monies will come from the Castle Rock Water marketing budget with 25% coming from each fund This project was allocated for in the 2024 budget as one or two Town-wide informational mailings from Castle Rock Water are typical each year.
Attachments
Attachment A: Survey Results
Attachment B: Castle Rock Water 2024 mailer