The Four County Electric Membership Corporation has become known for its excellence in customer service.
Since 2015, the Four County EMC has maintained one of the strongest rates of improvement in the American Customer Satisfaction Index (ACSI) according to the TSE Services’ Member Satisfaction Tracking System.
This cooperative located in southeastern North Carolina serves mainly residential consumers, many of whom prefer to directly interact with the cooperative for services like paying their bills. While this high level of personal interaction undoubtedly presents a challenge, Four County EMC has chosen to turn this situation into an opportunity to provide their members with personal and effective connections.
To do this, Four County EMC turned to Touchstone Energy’s Service Excellence programs as well as opened dialogue with its employees and began tracking member feedback to deliver outstanding results. These efforts have cultivated a strong cooperative culture of empowered employees and valued members. To read more about Four County EMC’s initiatives, download the Engaging Employees for Performance Excellence Best Practice case study on Cooperative.com.