Across the state and country, people receive their electricity from one of three main types of utilities: investor-owned, municipal-owned, or electric cooperatives. Edgecombe-Martin County EMC is a member-owned electric cooperative, meaning that the people we serve, including you, are also our owners. This gives you a direct role in the governance and future direction of your electric utility.
What sets electric cooperatives apart from other providers is our commitment to exceeding expectations. While delivering safe, reliable, and affordable service is at the core of what we do, we aim to go further. Our goal is to be your trusted energy partner, offering support and guidance for all of your energy needs and working to ensure your satisfaction every step of the way.
Edgecombe-Martin County EMC recently completed our member satisfaction survey, gathering feedback from members via online platforms. The results from a section of survey were submitted to the American Customer Satisfaction Index (ACSI®), a nationally recognized organization that measures customer satisfaction across various industries in the United States. The ACSI score provides valuable insight into the satisfaction levels of our member-owners, serving as a critical tool for assessing our performance and making strategic improvements.
The ACSI measures member satisfaction on a scale from 0 to 100, based on three key attributes: overall satisfaction, confirmation of expectations, and comparison to an ideal utility company. This year, Edgecombe-Martin County EMC received an ACSI score of 87 on a 100-point scale , surpassing the 2024 Cooperative Difference survey participant average of 82 and the syndicated ACSI cooperative energy utility national average of 78. In comparison, the average ACSI score for investor-owned utilities was 74.
In the other portions of the survey, 100% of the participating members rated Edgecombe-Martin County EMC with an 8.3 or higher on a 10-point overall satisfaction scale, reflecting excellent ratings across all 15 service categories. This outstanding feedback reinforces our commitment to providing safe, reliable, and affordable electric service.
While our survey results are highly positive, we also recognize the need for continuous improvement. One area where we received lower satisfaction ratings was helping members manage their electricity usage. To address this, we consistently share energy-saving tips through our monthly newsletter and social media pages. Additionally, brochures with cost-saving strategies are available in our office for members who visit in person.
Another important theme in the survey feedback was members’ questions about solar energy. Many wondered why, despite having solar fields in our service area, these haven’t resulted in lower rates for members. At Edgecombe-Martin County EMC, we regularly share valuable information about solar energy in our newsletter and are committed to supporting members interested in exploring solar options. As your trusted energy provider, we aim to keep you informed. Stay tuned for more solar-related content in upcoming issues of Carolina Country.
Ultimately, our strong ACSI score and other ratings demonstrate that Edgecombe-Martin County EMC is dedicated to serving the needs of our members. We will continue to prioritize member satisfaction as we deliver the reliable service and support that our community depends on.
Eddie Stocks
Compared to publicly measured energy utilities in the ACSI® survey of customers rating their own energy utility. Results based on data provided by Edgecombe-Martin County EMC collected between July 1 – July 29th 2024. ACSI did not regulate the survey administration or sample size. ACSI and its logo are registered trademarks of the American Customer Satisfaction Index LLC. For more about the ACSI, visit www.theacsi.org.