The American Customer Satisfaction Index (ACSI) announced its 2018 Energy Utilities Industry results and Touchstone Energy Cooperatives remains atop the energy sector for the 8th year in a row from 2011 to 2018.
With a score of 77, resulting from the ACSI’s annual comparison comprised of the last four quarters of scoring, Touchstone Energy Cooperatives remain two points greater than Investor-Owned Utilities as well as Municipal Utilities.
The ACSI is the nation’s only cross-industry measure of customer satisfaction, and has more than two decades of experience analyzing customer satisfaction with investor-owned energy utilities serving U.S. residential customers as well as eight years of customer evaluations of municipal and cooperative energy utilities. Customer satisfaction benchmarks across the three categories—investor-owned, municipal and cooperative—are updated annually based on interviews with hundreds of residential customers about recent experiences with their service provider.
ACSI Scores are calculated by members’ responses of three questions: overall satisfaction of member service, ability to meet member expectations, and evaluation of experience in comparison to an ideal energy provider. The ACSI then uses its proprietary algorithm to calculate an outcome score out of a possible 100.
Touchstone Energy cooperative can also earn their own ACSI score each quarter as part of their investment fees.
More than 125 Touchstone Energy cooperatives received an ACSI score in 2018, with an average score of 82.
For more information about how to receive an ACSI score, visit Cooperative.com/ACSI.
Across all utilities, the ACSI reports in 2018 that residential customers found billing harder to understand and staff less courteous and helpful. Residents also wanted more energy-saving information and green programs.
On the other hand, customers reported that across the sector, electric service is reliable, restorations after outages have improved, and they’re more satisfied with utilities’ websites.
“Utilities can’t control the weather, but they can control the flow of information and the quality of information consumers receive, especially around outages,” said David VanAmburg, Managing Director at ACSI. “In addition to service updates, utilities can use their websites to offer the information on energy-saving opportunities and green efforts that customers are seeking.”
Touchstone Energy members can access a whole host of Energy Efficiency tools and fact sheets that can be embedded within their websites via Co-op Web Builder.
Touchstone Energy members can also empower their member service reps with energy solutions training opportunities onTogetherWeLearn.coop