Priority on Member Satisfaction - Carolina Country
December 2018
December 2018

Union Power participates in several surveys that give us insight into our members’ perception of us and allows us to compare scores to other electric cooperatives and investor-owned utilities.

The American Customer Satisfaction Index (ACSI) is a survey that measures the satisfaction of members for 10 economic sectors across the nation. Based on a scale of 0 to 100, members are asked to gauge their responses to 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 cooperatives a standard in which to compare their scores. 

Electric cooperatives, like Union Power Cooperative, outpace the utility industry with high levels of member satisfaction. Year after year, cooperatives rank among the highest-scoring organizations in the electric utility sector. According to the most recent ACSI report, Union Power Cooperative scored an 86 out of 100 points on overall customer satisfaction, compared to an investor-owned average score of 75. 

The difference, according to Union Power’s Customer Service Manager Joy Griffin, is the fact that “member feedback drives our focus on process changes, new services, and how we can improve the member’s overall interaction within every area of our organization.” 

ACSI scores

The Cooperative has a team solely focused on improving member satisfaction. The team, made up of employees from each department of the Cooperative, has the goal of regularly evaluating member-facing interactions and processes to determine where improvement can be made to provide the optimal member experience. As a result of the team’s initiatives, enhancements have been made to Union Power’s website, online services, and mobile applications. 

 

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