Member Survey Results
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 2019 and the results have now been tabulated. Surveys were sent to 13,101 members and responses were received from 1,356 members resulting in a 10.4% 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 Jack Bragg said, "Overall, members think highly of their cooperative with an overall ACSI satisfaction rating of 88. Our index ranked higher than the average for the nation's Touchstone Energy co-ops and was 13 points above the investor-owned utilities industry average of 75.”
Bragg 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: John A. Wilson, Bagdad, KY, District I; Bonnie Cecil of Turners Station, Ky, District II; and James Below 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.