Member satisfaction is at an all-time high with Owen Electric Cooperative according to the results of an annual member-wide satisfaction survey conducted by one of the nation’s leading customer satisfaction measurement companies.
Owen Electric Cooperative recently received an American Customer Satisfaction Index (ACSI®) score of 91 on a scale from 0-100 for 2023.
In September, 2,500 surveys were sent to randomly-selected members. Owen Electric’s score of 91 is higher than all publicly measured utility scores and places Owen Electric Cooperative 19 points higher than the average investor-owned utility score of 72, 17 points higher than the average cooperative utility score of 74, as well as 20 points higher than the municipal utilities score of 71, per the industry ratings in the 2023 ACSI Utility Sector Report. For more information, please visit www.theacsi.org.
The ACSI is the only national cross-industry measure of customer satisfaction in the United States. Each year, the ACSI uses data from interviews with approximately 300,000 consumers as inputs to an econometric model for analyzing customer satisfaction with more than 400 companies in 40+ industries and 10 economic sectors. ACSI data have proven to be strongly related to several essential indicators of micro and macroeconomic performance.
The ACSI measures satisfaction and retention using four standardized questions focusing on the following attributes: overall satisfaction, confirmation of expectations, comparison to an ideal utility company and intention to choose said utility again.
“We are thrilled that Owen Electric achieved its highest ACSI score ever with a score of 91. This is a testament to the exceptional service our employees provide our members. I believe it is reflective of the member-centric focus we maintain at our cooperative,” President and CEO Michael Cobb said.
**Results based on data provided by Owen Electric Cooperative, collected between September 1-30, 2023. ACSI did not regulate the survey administration or sample size. ACSI and its logo are registered trademarks of the American Customer Satisfaction Index LLC.