Cuivre River’s 23rd Annual Member Satisfaction Survey, conducted earlier in 2018 resulted in an overall ACSI (American Customer Satisfaction Index) score of 86, among the highest scores in the country.
The ACSI is one of several benchmarks included in Cuivre River’s annual survey project that provides a unique opportunity to compare Cuivre River to other utilities, as well as other industries.
“Member satisfaction is paramount,” said General Manager/CEO Doug Tracy. “As a cooperative, we exist to serve our members’ needs and work to meet or exceed their expectations. Our first priority every day is to do it well, and with gratitude for their support,” he said.
The survey was composed of 20 questions, including the four questions developed for the American Customer Satisfaction Index (ACSI) that focused on the following attributes. Members rated each on a scale of one to 10, with 10 representing the ideal score:
Overall satisfaction (9.03)
Meeting expectations (8.40)
Ideal utility company (8.65)
Would choose Cuivre River (9.01)
Additional questions were asked about electric service attributes and perceptions of the cooperative’s performance in several other areas. Reliability was noted as the top service priority, as chosen by 61 percent of Cuivre River members who participated in this year’s survey. When asked about reliability, 91 percent of those who responded noted their service was “very reliable.”
Affordability ranked as the second chief concern among 35 percent of survey respondents. Environmental qualities were in third place as the main concern for the remaining four percent of members responding.
The survey was conducted by Inside Information, an independent research organization in Smithville, Mo. A randomly selected group of co-op residential members were polled by using a hybrid strategy to obtain responses by phone and online. Results have a margin of error of +/- 4.9 percent and a 95 percent probability.
Visit Cuivre River’s website for more about the co-op’s 2018 Annual Member Satisfaction Survey project, or contact the Communications Department at 800.392.3709 or email email@example.com. To learn more about the American Customer Satisfaction Index and other industry scores visit www.theacsi.org.