Members gave United a score of 89 for the second consecutive quarter in the 2018 American Customer Satisfaction Index (ACSI®), which kept the cooperative’s average for the past four quarters well above scores earned this year by electric cooperatives grouped by similar size and collectively by Touchstone Energy Cooperatives, the national brand alliance for electric cooperatives.

More importantly, the snapshot between April and June provided the co-op with an honest appraisal of specific areas that can still be perfected in its mission to deliver exceptional service and value.

While the number didn’t quite break the 90-and-above mark, United CEO Cameron Smallwood said he was still proud of that number, especially considering the exceptionally hot and early start to the summer weather.

“Naturally, we strive to earn the highest scores that are possible, but I can honestly say that this 89 still demonstrates our employee commitment to member service,” Smallwood said. “At the beginning of the year, we were hit with a devastating ice storm—the likes of which I’ve never seen during my career at United. That, coupled with the early start to summer meant higher-than-usual bills. Despite those challenges, the feedback we’ve received from this second-quarter survey shows our employees continue putting the members first in their drive to provide exceptional service and value. And compared to other co-ops and for-profit utilities, we’re still at the top of our field.”

United members who agree to give up a brief amount of personal time in their busy schedules to participate in regular quarterly member satisfaction surveys continue to play an important role in improvements the cooperative continually seeks to make in its service delivery to them, he said.

United continues to lead the pack in member satisfaction. During the past four quarters, United has averaged a score of 90, where others in the TSE Services National Benchmark Group—which administers the survey—has averaged 83 points. Most Touchstone Energy co-ops average 76.5, while top for-profit, investor-owned electric utilities scored 79 points.

Scott Saff is manager of research services for North Carolina-based TSE Services. He supervises daily operations on the survey and coordinates data collection, analysis and reporting activities.

“On a high level, United Cooperative Services proves its value to member owners by providing continuously high levels of member service,” Saff said. “The vast majority of member feedback is positive. United’s scores consistently appear at the top of our list of  70 participating cooperative systems.”

The ACSI® analyzes customer satisfaction for 10 economic sectors and 46 key industries that together represent a broad swath of the national economy. The ACSI® scientific model provides key insights into the entire customer experience as well as indications of micro and macroeconomic performance.

The index measures customer satisfaction and retention using four standardized questions.

The four questions developed by the ACSI® focus on the following attributes: overall satisfaction, confirmation of expectations, comparison to an ideal utility company and intention to choose said utility again.  Through TSE Services data collection and the ACSI® satisfaction metrics, United Cooperative Services receives a proven, independent third-party assessment of member feedback.

Every quarterly survey United receives is pored over to pinpoint areas within the cooperative’s control that can be improved.  

Member feedback allows the co-op to make timely shifts and adjustments in the portfolio of services it offers within its growing service territory.  

“United’s score of 89 is not only outstanding for the utility sector, but for any industry for that matter,” Saff said. “Quarter after quarter, United remains a leader among the nation’s electric cooperatives. There’s a lot to be said about the consistency in the scores United receives. You’re not a one-hit wonder when it comes to member satisfaction.”