by Zac Perkins, CEO
If you’re a residential member randomly selected to participate in the survey, I encourage you to provide your feedback. It will help us gauge member satisfaction and better serve you, our members, in the future. We value your opinion regarding the service we provide.
Our overall objective is to measure current residential member satisfaction with the cooperative and member trends over time. Tri-County Electric Cooperative (TCEC) conducts this survey every two years. The board of trustees and the cooperative’s leadership team analyze the results to determine the cooperative’s improvement steps. We benchmark the results against other cooperatives and our past results to see where we are doing well and need to change.
About 400 households will be randomly selected and surveyed via telephone or online. The survey, should take no more than 10 minutes, and all information is confidential. However, if a member has a specific issue or question and wants to speak with a representative of TCEC, we will follow up with them.
Once we receive the survey results, we’ll share the cooperative’s American Customer Satisfaction Index (ACSI) score with you. This score is a way to benchmark our performance against other cooperatives, utilities, and even companies outside our industry. Our score in 2020 was 83. While this is greater than the average for other utilities and is excellent compared to scores for the cooperative in the past 15 years, I hope we’ll see even more improvement this year.
Thank you in advance for your time and feedback if you participate in the survey. If you have questions or input to share outside of the survey, please call (580) 652-2418 or email email TCEC.