Members Give CREC Top Marks
Cuivre River Electric Cooperative members continue to give the cooperative top marks in customer satisfaction, General Manager/CEO Dan L. Brown announces.
In a recent independent survey Cuivre River received an American Customer Satisfaction Index (ACSI) score of 89, 16 points above the electric utility industry average and nine points above the national co-op average.
Brown is both thrilled and humbled that Cuivre River continues to receive scores among the highest in the industry. "We've been facing some tough challenges," says Brown, referring to the recent rate increase and difficult economic circumstances.
"The high scores we receive are the result of our employees — in the field and in the office — doing what they can to help our members," he adds. "Our employees make a difference." He's equally pleased that the high marks come from members of all ages, all counties, from new members and from members who have been part of the cooperative for more than 30 years.
Questions about customer satisfaction, service expectations, ideal utility attributes and loyalty make up the ACSI score. The index, developed by the American Society for Quality, University of Michigan School of Business and CFI group, is one of the most recognized customer satisfaction indices in the U. S.
Cuivre River's annual project also tracks local issues and trends. Among members responding, 98% say Cuivre River meets or exceeds their overall expectations, 99% say their electric service is somewhat to very reliable, and 85% says rates are about average when compared to other utilities. About 35% have contacted the office in the past year, primarily for bill payments, bill inquiries and outage reporting.
Among those who have contacted the office, 97% say employees were responsive to their needs, and 93% say problems were resolved to their satisfaction.
Based on availability, environmental issues and cost, members showed support for a full range of resources to generate their electricity, including hydropower, wind, natural gas, biomass, nuclear energy and coal.
They expressed uncertainty about the role of power plant emissions in global climate change. Nearly 90% said they would not be willing to pay higher electric bills to reduce carbon emissions; 94% are unwilling to pay higher bills to develop additional renewable energy sources. Though 74% are aware of Cuivre River's Green Power program, few pay the extra 2.5¢ per kilowatt-hour to purchase renewable energy.
"Our members rely on us to provide safe, reliable, affordable service in a manner that respects the people we serve and the environment we share,” says Brown. “We're doing everything we can to manage rising wholesale power costs and provide tools and programs to help our members save energy and save money."
"Surveys help us learn what our members expect of us and what they value. We appreciate their ongoing support,” says Brown. "We don't take this for granted, and will continue working to provide one of the best values in the utility industry."
To inquire about these survey results contact Manager of Communications Mary Jane Clark at 800.392.3709, ext. 234.
To learn more about the American Customer Satisfaction Index visit www.theacsi.org.
Energy Utilities are ranked by the ACSI. http://www.theacsi.org/index.php?option=com_content&task=view&id=147&Itemid=155&i=Energy+Utilities