August 2016

Dustin Tripp

Member Survey

As your Electric Cooperative, we strive to achieve excellent service while providing members with a very reliable and cost effective electric energy supply.  In order to see how well your Cooperative is performing, the membership is surveyed every two years to receive feedback regarding the service they receive.  The Cooperative also participates in a Residential Retail Rate Study with 24 other Electric Cooperatives in Illinois.  This month, I would like to share the results of the most recent member survey and Residential Retail Rate Study.

Every few years, the Cooperative membership is surveyed by an independent survey firm in order to determine what areas of our operation need improvement. In early 2016, approximately 1,250 survey questionnaires were mailed to randomly selected members of SouthEastern Illinois Electric Cooperative, in all 376 completed surveys were returned.

The survey results revealed an increase in overall satisfaction with 89% of members being satisfied or very satisfied with the Cooperative.  The American Customer Satisfaction Index (ACSI) is an indicator that measures the satisfaction of consumers across the United States.  This allows companies to compare their responses to other similar companies across the nation.  The ACSI responses in this survey resulted in the Cooperative receiving its highest ACSI score of 87 as compared to the national average for Cooperatives being an 80 while investor-owned utilities had a score of 74 and municipal utilities had a score of 73. 

The survey measured the performance in 13 Cooperative attributes including knowledgeable employees, prompt outage response, reliable electric service, excellent customer service, good value for the money, charging reasonable rates and community involvement to name a few.  This survey revealed that the Cooperative scored higher in all 13 Cooperative attributes than the previous survey.  The survey respondents gave the Cooperative the highest ratings for delivering reliable electric service, having knowledgeable employees, excellent customer service and prompt outage response.  Your Cooperative trustees and employees work very hard to ensure that members receive excellent service from the Cooperative.  While we are very proud of these results, your Cooperative will continue to strive to improve the level of service members receive.

Lastly, your Cooperative just received the results of the Residential Retail Rate Study for Illinois Electric Cooperatives.  I am pleased to inform you that your Cooperative’s standard residential retail rate was ranked the 2nd lowest out of 25 Electric Cooperatives in Illinois that participated in the study.

Your Cooperative remains committed to finding new and better ways to serve its members. Your Cooperative will continue to work diligently to improve and enhance the level of service and reliability that you receive while keeping rates as affordable as possible.  The founders of the electric cooperative program developed a unique business structure that by its very nature, makes electric cooperatives very accountable to the members it serves.  This unique structure has contributed to the success of your cooperative over the years and remains unchanged even today.  Your cooperative is governed by local people that live and work in your very own communities.  Your cooperative is operated by a group of local employees that also live and work in your very own communities.  Your cooperative's sole purpose is to provide you, as cooperative member-owners, with reliable and quality service while continuing to keep rates as affordable as possible.

See you next month and as always, "We'll keep the lights on for you."