Randolph Electric participates in several surveys that give us insight into our members’ perceptions of us and allow us to compare scores with other electric cooperatives and investor-owned utilities.
One important survey that REMC tracks quarterly is the American Customer Satisfaction Index (ACSI®). This survey is recognized by the U.S. federal government as the gold standard for customer satisfaction benchmarking.
Both the private and public sectors use the ASCI®, since it is the only cross-industry measure of customer satisfaction in the United States. REMC uses the survey to gauge our members’ responses, based on a 100-point scale, on questions regarding these critical topics:
- Overall satisfaction of member service
- Ability to meet our members’ expectations
- Evaluation of experience in comparison to an ideal energy provider
Responses from these questions are submitted to ACSI® for scoring, allowing participating businesses a standard against which to compare their scores.
Electric cooperatives, like REMC, outpace the utility industry with high levels of member satisfaction. Year after year, cooperatives achieve scores that are among the highest-scoring organizations in the electric utility sector.
In receiving a 92, REMC achieved the highest score of all participating utilities...
Based on a recent study conducted by Cooperative Insights during the second quarter of 2023, REMC scored 92 out of 100 points on overall customer satisfaction. This level of performance is very impressive when compared to the scores published annually by the ACSI® for investor-owned energy companies (72), municipalities (71) and cooperatives (74).
In receiving a 92, REMC achieved the highest score of all participating utilities, tying with another cooperative for first place. But this is not the first time that members have scored Randolph Electric in the top.
In the second quarter of 2022, members also gave REMC a score of 92, which again led the pack of Touchstone Energy® cooperatives participating in the survey.
You may wonder why REMC has scored so well. According to REMC’s Innovative Energy Services Director Michael Trent, the reason is that REMC employs the power of the members’ feedback to meet and, whenever possible, exceed the expectations of our member-owners.
“The survey provides a continuous measurement of our performance and what is most important to our members,” said Trent. “This guides us on where to focus our efforts to provide the most value and enables us to stay ahead of increasing member expectations.”
Randolph Electric would like to say a big “thank you” to our members for entrusting us with your energy delivery and for providing valuable data that we can use to enhance our services to you.
Survey disclaimer: Data compared to publicly measured investor-owned utilities in the 2023 ACSI® survey of customers rating their satisfaction. Results based on data provided by Randolph Electric Membership Corporation collected during second quarter 2023. ACSI® did not regulate the survey administration or sample size. ACSI® is a registered trademark of the American Customer Satisfaction Index, LLC.
Learn more about Randolph Electric Membership Corporation.