National Survey on the Cooperative Difference

Transcription

1 National Survey on the Cooperative Difference

2 National Survey on the Cooperative Difference I am very satisfied with your service this winter Thank You! Leroy G.

3 National Survey on the Cooperative Difference REA Energy was part of the 2014 National Survey on the Cooperative Difference. The survey marked the 11 th edition of the annual study. This study is by far the largest effort to date. Nearly 80 participants from Touchstone Energy Cooperatives around the country with representation from all 10 NRECA Regions partnered in this year s program. Nearly 20,000 electric cooperative members were interviewed. Preliminary results were provided to us. REA Energy s ACSI score is 84, the benchmark score was 81. REA Energy significantly outperformed that benchmark score

4 Overall Satisfaction and Performance Overall Satisfaction, 8.94 Would Choose Again, Meets Expectations, Comparison to Ideal, Overall Satisfaction Meets Expectations Comparison to Ideal Would Choose Again

5 Service Attributes Provides reliable service Restores power quickly following an outage Handles complaints and problems promptly Recent Outage Satisfaction Communicates with you about important issues Keeps you informed when working in your area Communicates with you about rising electricity costs Helps you learn to manage your electricity usage Gives money back to you when revenues exceed costs

6 Image Attributes Is a name you can always trust Improves the quality of life in your community Inspires you to use electricity more efficiently Provides a good value for the money you spend Looks out for your best interests Is committed to using renewable energy resources Has a goal to provide electricity at the lowest possible cost Is doing more to control rising prices than other companies you use

7 Community Activities Helps prepare for and responds to natural disasters Supports services like fire and rescue Supports foundations that give back to the community Provides support for education and local schools Offers energy efficiency programs Works to attract and retain local businesses and jobs Advocates for national issues like affordable energy

8 How Should We Notify You About an Outage? Call you on the phone Send you a text message Send you an Post it on a social media site like Facebook or Twitter Show it on an outage map on their website

9 Mean Score, 10 pt Scale How Valuable is the Following Information When You Call About an Outage? Your electric cooperative is already aware of the outage What caused the outage How many people were affected That a crew is on the way How long it will take to restore power

10 What Did Your Cooperative Tell You? They knew you had an outage? What caused the outage? How many people were affected? That a crew was on the way? How long it would take to restore power?

11 Internet Connectivity 35% 3 25% 2 15% 5% Dialup Cable Broadband Fiber Optic DSL Satellite Wireless

12 Devices Home Internet Desktop PC Laptop Tablet Smart Phone Landline Telephone Wireless Router

13 Entertainment Home Internet Cable TV Satellite TV Hulu or Netflix YouTube Antenna TV Kiosk such as Redbox

14 Percent of Total Membership Social Media 5 45% 4 35% 3 25% 2 15% 5% Active in Social Media Willing to Join Co-op Social Media

15 Head of Household Age 3 25% 2 15% 5% or older

16 Average Monthly Bill 45% 4 35% 3 25% 2 15% 5% $0 to $50 $51 TO $100 $101 TO $150 $151 TO $200 $201 TO $250 $251 TO $500 $501 TO $1,000 $1001 or more

17 Housing Type Single family home Mobile home or trailer Apartment, duplex, townhouse, or condominium Pre-fabricated or modular home

18 How Long Have You Been a Member? 5 45% 4 35% 3 25% 2 15% 5% 0-1 year ( ) 2-4 years ( ) 5-7 years ( ) 8-10 years ( ) years ( ) years ( ) years ( ) 25+ years (1989 or earlier) Don't Know Prefer not to answer

19 Annual Household Income 3 25% 2 15% 5% Less than $25,000 $25,000 to $50,000 $50,000 to $75,000 $75,000 to $100,000 $100,000 to $150,000 $150,000 to $200,000 $200,000 or more