Shelby Energy members get to voice their opinions annually on their Co-op's performance. A member satisfaction survey was mailed with the electric bills in July 2018 and the results have now been tabulated. Surveys were sent to 12,838 members and responses were received from 1,375 members resulting in a 10.7% return rate.
The survey contained a series of standardized questions that enabled SEC to be compared to other utilities who seek to rate themselves on the nationally recognized American Customer Satisfaction Index (ACSI).
Shelby Energy's President & CEO Debra Martin said, "Overall, members think highly of their cooperative with an overall ACSI satisfaction rating of 86. Our index ranked higher than the average for the nation's Touchstone Energy co-ops and was 11 points above the investor-owned utilities industry average of 75.”
Martin noted that the co-op scored very well on having courteous and friendly employees, supporting the local communities, minimizing outages and restoring power quickly after an outage, along with the various methods of keeping members informed including social medias like Facebook, Twitter, and their website.
A random computerized drawing was held to determine the winners of the $200 energy credits, and they are: Deborah Arnold of Shelbyville, KY, District I; Wesley Smith of Pleasureville, Ky, District II; and Michael Gardner of Bedford, KY, District III.
Recognizing the importance of feedback from our members, the Board, management and employees thank everyone who responded to the survey and for taking the time to do so. The results will provide valuable insight as your cooperative moves forward in the future.
Member Survey Results: