Journeyman Lineman Jarred Allred stays in rescue shape through rigorous training that includes maneuvering over 100 pounds of equipment in air.

Dear Members,

This past winter was unique in so many ways. As I pen this month’s article on the first of March, we still have a ways to go before spring officially arrives. Even though we have been blessed thus far this winter with no major ice or snowstorms, I can recall winter storms slamming us in previous years around this time, so we’re not out of the woods yet.

The last couple AWARE columns focused on two major events that resulted in power outages for some Randolph EMC members in December.

On December 3rd, criminals sabotaged two of Duke Energy’s substations in Moore County. This prevented a Duke transmission line from supplying power to a Randolph EMC substation, leaving 2,737 members out of power. The February AWARE column provided details about that event and your cooperative’s response.

Then Christmas Eve, on the heels of a cold front that brought gusty winds and single digit temperatures, the electrical grid in the region experienced load levels significantly higher than forecasted. This, coupled with issues at several of Duke Energy’s generating plants, resulted in rotating blackouts for over 6,800 Randolph EMC members to preserve the regional electrical grid. The March AWARE column covered the issues and impact of that event in more detail.

Through your feedback, Randolph EMC received a score of 92 on the ACSI—the highest score of the entire survey. This was also the highest member satisfaction rating your cooperative has ever received and has been attained historically only by very few companies.

This past winter could be described as the “season with two seasons.” Overall, December was a very cold month. There were 13 days in a row when the low temperature dropped to 34 degrees or lower. During that period, 6 consecutive days reached lows below 32 degrees, with 4 of those days plummeting below 15 degrees.

Our area hit single digits for the first time since 2018. Christmas Eve set a new record with a high of 26 degrees, two degrees lower than the 1943 record. Understandably, power bills were higher than normal for the month, with members using 31% more kilowatt-hours compared to usage from the previous December.

Did spring arrive early? The trees, frogs and bugs surely thought it did. At least members got some relief on January and February power bills, which normally show high energy usage.

According to Christian Morgan, our Asheboro-raised meteorologist who works for WFMY News 2 in Greensboro, January had 23 days above our normal average high temperature. It was our warmest January since 2006. He also said that February was the second warmest on record. Only four nights were below freezing, the least ever recorded for a February. We normally average around 16.

This winter will certainly go down in history as unique in so many ways. But through it all, I want to thank our members for the trust and support you have given us. Our desire is to provide you with safe, reliable and affordable energy, coupled with exceptional service. Our vision statement sums our focus up well, “Exceptional Service, Empowered Members.”

For almost 20 years, Randolph EMC has surveyed members to ask how we are serving you and if we are meeting your expectations. This measurement is called the American Customer Satisfaction Index (ACSI). The ACSI provides a uniform and independent measurement of the consumer’s experience and satisfaction with leading corporations in America.

Randolph EMC’s overall performance is stacked against that of hundreds of other electric cooperatives and investor-owned utilities from across the country. These member satisfaction surveys are performed twice a year, second and fourth quarters, and I am so appreciative of members who provide us with feedback and suggestions for improvement.

Lineman Chris Smith and Senior Staking Specialist Chub Little demonstrate positive teamwork during strenuous training exercises.

A few months ago, I shared the results for the second quarter of last year. Through your feedback, Randolph EMC received a score of 92 on the ACSI—the highest score of the entire survey. This was also the highest member satisfaction rating your cooperative has ever received and has been attained historically only by very few companies.

A couple of weeks ago, we received the results of your feedback for the fourth quarter. With all the events that took place in December, I was blown away that Randolph EMC received an ACSI score of 91. Coupled together, you scored your cooperative with the highest ratings we have ever received.

As a comparison, the average fourth quarter ACSI score for electric cooperatives across the country was 73, and the average for investor-owned utilities was 74. Thank you for the trust and confidence you place in the Randolph EMC Board of Directors and our employee team. We do not take this responsibility lightly.

Quite often, I use a quote I heard many years ago, “Programs don’t provide superior customer service, people do.” It takes a committed group, rowing in the same direction with the same vision, to provide the superior level of service our members expect from their cooperative.

Several years ago, the United States Congress and the North Carolina General Assembly designated the second Monday in April as Lineworker Appreciation Day. This is a day to celebrate and show appreciation for all the hard work our line personnel do to safely keep the lights on. Your line personnel are always some of the first responders when major weather events hit our communities, but they quietly go about their jobs without much recognition.

Randolph EMC has also designated April as Employee Appreciation Month. We take this opportunity to recognize all the Randolph EMC employee team members for their commitment and extra hard work over the past year. It’s a real team effort, and I appreciate the dedication they demonstrate each day in serving you. I feel blessed to be associated with them.

Cooperatively Yours,

Dale F. Lambert, Chief Executive Officer