Edgecombe-Martin County EMC recently completed our member satisfaction survey. Members were surveyed at the end of last year by phone and online. The member responses were sent to the developers of the American Customer Satisfaction Index (ACSI), a national group who measures customer satisfaction across multiple industries throughout the United States.
The American Customer Satisfaction Index (ACSI) score measures member-owners’ satisfaction across the country. Using ACSI metrics and measurements, we can objectively gain insight into our member-owner satisfaction levels. This tool serves as a report card from our members so that we can analyze our progress, assess strategic changes and determine the best route for member-owner engagement. On a 0-100 point scale, the ACSI score is calculated based on three attributes: overall satisfaction, confirmation of expectations, and comparison to an ideal utility company.
This year Edgecombe-Martin County EMC scored 87 out of 100 points on overall customer satisfaction, compared to an investor-owned average score of 72. Edgecombe-Martin County EMC scored the 4th highest out of all the electric cooperatives that participated in the survey.
One hundred percent of surveyed members rated Edgecombe-Martin County EMC with an 8.75 or higher on a 10-point overall satisfaction scale and received excellent ratings in 17 of 19 categories. Your cooperative strives to improve service and response to our members, and by using this survey, we can identify areas that need improvement.
Edgecombe-Martin County EMCs lowest satisfaction ratings were for keeping members informed when we were working in their area and helping members manage their electric use. The Cooperative recently started using door hangers to let members know when we will be in their area performing right-of-way trimming or routine maintenance. We use Facebook, Instagram, and our website to post energy savings tips and include them in our newsletter. You can also sign up for SmartHub to keep up with energy consumption and sign up for high usage alerts. We are investigating other methods to improve our communications with our members continually.
Our scores demonstrate that Edgecombe-Martin County EMC exists to serve our members and provide safe, reliable, and affordable electric service every day.