One of the region’s utilities is receiving high praise from consumers. Owen Electric Cooperative is a member-owned utility that provides electric service throughout Boone, Campbell, Carroll, Gallatin, Grant, Kenton, Pendleton, Owen and Scott counties.
Every year Owen Electric conducts surveys through a third party to gauge the level of service they’re providing to their membership. Owen Electric sent the survey responses to the American Customer Satisfaction Index (ACSI®) at the end of the survey period to receive an ACSI score. Scores are measured on a scale from 0 – 100, with 100 being the best possible score. The ACSI is the only cross-national index of customer satisfaction, measuring around 400 brands in ten economic sectors including everything from food manufacturers to telecommunications services. For Owen Electric, the ACSI provides a glimpse into how the membership views the cooperative and the level of service they provide.
This year’s ACSI score for Owen Electric was a 90. “A score of 90 is a phenomenal achievement and is reflective of the impeccable service our employees continually dedicate to Owen’s members,” Michael Cobb, President and CEO, said. “The energy industry is continually evolving and our membership is evolving along with it— our members expect more from their utility than they ever have before. Owen’s ACSI score indicates that our members recognize that their cooperative adapts to member needs in these ever-changing times.” This score places Owen Electric among the highest performing cooperatives in the country among cooperatives participating in measurement for Touchstone Energy.
The average score for investor-owned utilities is a 74, while the average municipal utility score is a 75. Cobb attributes Owen Electric’s strong score to something he deems “the cooperative difference.” “We don’t have share-holders. The people we serve are the same people invested in their cooperative – they own the utility. Our organization recognizes this unique relationship and is focused on enhancing our service for the betterment of their lives and the progress of our communities.”
** Compared to publicly measured energy utilities in the ACSI® survey of customers rating their own energy utility. Results based on data provided by Owen Electric Cooperative, collected between September 9 and October 8, 2024. ACSI did not regulate the survey administration or sample size. ACSI and its logo are registered trademarks of the American Customer Satisfaction Index LLC. For more about the ACSI, visit www.theacsi.org.
