2017 Cooperative Difference Survey

2017 Cooperative Difference Survey

AEC 2017 American Consumer Satisfaction Index Rating is 82

 

Knowing what’s important to you and what you think of the service we provide is key to staying relevant and continually improving. Nothing matters more to the folks here at the Co-op than finding new ways to serve you better.

Through our affiliation with Touchstone Energy, we participate in what’s called “The National Survey on the Cooperative Difference.” Telephone responses provided by a statistically-significant sample of our members are used to quantify and critique our performance as a service provider. From those results, we’re able to ascertain the level of member satisfaction and engagement—which, in turn, points us toward those areas that need to be our focus in the future.

 

SURVEY RESULTS AT A GLANCE

As part of the 2016-2017 National Survey on the Cooperative Difference, AEC members were asked to rate the Co-op’s performance in three key areas. In a brief snapshot, here are the three metrics within each area that received both the highest and lowest scores.

 

CORE SERVICES

   Perceived strengths                                                                                            Areas of challenge

Provides reliable service                                                                                    Informs you when working in the area

Restores power quickly                                                                                     Helps you learn to manage energy use

Handles complaints promptly                                                                             Communicates about costs

 

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     Perceived strengths                                                                                Areas of challenge

Is a name that can always be trusted                                        Does more to control rising prices than other companies

Improves the quality of life in the community                              Inspires you to use electricity efficiently

Provides good value for the money spent                                   Provides electricity at lowest cost

 

 

COMMUNITY ENGAGEMENT

      Perceived strengths                                                                          Areas of challenge

Helps prepare for/responds to natural disasters                        Advocates for national issues like affordable energy

Supports services like fire and rescue                                     Supports foundations that give back to the community

Offers energy efficiency programs                                           Works to attract and retain local businesses and jobs

 

Survey results were analyzed in such a way as to compare AEC’s “satisfaction and retention” scores with other utilities and cooperatives around the nation, as part of the nationally-recognized American Customer Satisfaction Index. We are very pleased with our overall 2017 ACSI score of 82, which was an improvement from 2015, when our score was 80.

 

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