TSE Cooperative Difference Survey Results
Thank you to all those members who had the time available to complete the customer services survey that was conducted by Access Energy Cooperative earlier this year. The results have been tabulated and compared with results of similar surveys conducted across the nation. These surveys help us gauge how you feel the cooperative is doing in meeting your expectations for safe, reliable efficient service and environmental responsibility.
We are pleased to report very positive ratings for your cooperative and that you rated Access Energy Cooperative significantly higher than the utility industry average customer satisfaction. The national average for overall satisfaction for electric utilities was at 73%; you rated your cooperative at 83%.
Identity
One area we sought information on was whether or not you understand that you are a member of the cooperative, not just a customer. Being an member means you are also an owner of the cooperative. Access Energy Cooperative exists to serve you, not as an entity to earn a profit. So this means that, as an owner, any margins that we have left at the end of the year once all expenses have been taken care of, is allocated back to you, the member and the owner, in the form of a dividend check. We are pleased to see that member recognition is growing. You should be proud to know that you own a part of your cooperative.
Annual Meeting
We also found out that our members are more apt to attend the cooperative annual meeting than the average cooperative member across the nation. The annual meeting is not only a whole lot of fun for the whole family, it is a place to vote for the directors that set the policy under which your cooperative is operated. It is also a place to hear first-hand about green energy, our rebate programs, energy efficient heating and cooling, as well as how your cooperative is doing and what is happening in the energy industry. Plan to attend the annual meeting this year on August 4th, and bring the whole family for a free meal, live musical entertainment by Jake McVey, pick up your dividend check and learn about your cooperative.
Building Loyalty
The survey provided us with your comments on how well we are doing to exceed your expectations for safe, reliable, efficient service and environmental responsibility. The majority of our members indicated that they are very satisfied with things our service reliability, that we treat members fairly, we deliver on our promises, we provide bills that are easy to understand, and resolve your problems quickly.
You scored us even higher than most other cooperatives in areas like providing information about safety, communicating about rising costs, giving money back in the form of dividends, and helping you manage your energy bills.
Rates
You also indicated that we are doing a good job of controlling our costs and providing energy at the lowest possible cost. The Access Energy Cooperative members’ average electric bill runs between $50 to $100, compared to the national benchmark that have a much higher percentage of average electric bills in the range of $100 to $200.
Top Energy Issues
Our members and cooperative members across the nation agree that cooperatives have a responsibility to protect the environment for future generations and that we should take a balanced approach to meeting future energy needs. You indicated that we you would like to see us invest more money and resources in protecting the environment. We are taking your message to heart and are working on projects to do just that. We increased our educational and rebate programs for energy efficiency and renewable energy this year, and we still have available our Access to Green Energy program, where members can participate too.
Thank you again for your participation in this survey. This is one example of how democratic control assures that your employees are operating your cooperative in a safe, reliable, efficient manner, while managing environmental responsibility.