Member Survey Complete and return this survey and you could win a $200 energy credit!

Transcription

1 Member Survey 2017 $$$$$$$$$ Please take a moment to inform us by completing and returning this survey. The information you provide will help us in planning services and programs to meet our members needs. A drawing for three (3) $200 electric bill credits will be held from all completed surveys. One (1) $200 bill credit will be awarded for each of Shelby Energy s three (3) districts. In order to be eligible for the drawing, completed surveys must be received no later than September 1, Entries are limited to one survey per member. Complete and return this survey and you could win a $200 energy credit! What is your experience or knowledge regarding the following Energy Efficiency Programs that are provided to Shelby Energy members? (Using a scale of 1 to 5 where 1 means never heard of the program and 5 means participating in the program.) a. b. c. d. SimpleSaver Program Button-Up Weatherization Program Touchstone Energy Home Program Heat Pump Retrofit Program a. b. c. d. a. b. c. d. e. a. b. c. d. a. b. c. d. Which of the following methods do you prefer when paying your monthly electric bill? (Using a scale of 1 to 5 where 1 means least preferred and 5 means most preferred.) a. b. c. d. e. Mail in payment Payment by telephone with a customer service representative Online payment Automatic bank draft payment In office or remote payment center What type of media do you prefer Shelby Energy to use when communicating updates to members on programs, events, outages, etc.? (Using a scale of 1 to 5 where 1 means least preferred and 5 means most preferred.) a. b. c. d. Shelby Energy website or text Social media such as Facebook and Twitter Telephone Rate the following statements concerning your electric cooperative. (Using a scale from 1 to 5 where 1 means strongly disagree and 5 means strongly agree ), how would you rate Shelby Energy on the following: a. b. c. d. Provides reliable service Responds timely to outages and service issues Efficiently maintains right-of-way Provides services with value

2 ON THE LAST FOUR QUESTIONS, PLEASE RATE ON A SCALE OF 1 THROUGH 10. PLEASE CIRCLE YOUR CHOICE. Please consider all your experiences to date with Shelby Energy Cooperative. Using a 10-point scale on which 1 means very dissatisfied and 10 means very satisfied, how satisfied are you with Shelby Energy Cooperative? To what extent has Shelby Energy Cooperative fallen short of your expectations or exceeded your expectations? Using a 10-point scale on which 1 means falls short of your expectations and 10 means exceeds your expectations. Imagine the ideal utility company. How well do you think Shelby Energy Cooperative compares with that ideal utility company? Please use a 10-point scale on which 1 means not very close to the ideal and 10 means very close to the ideal utility. Assume that you could choose from among more than one utility company. Using a 10-point scale on which 1 means very unlikely and 10 means very likely, how likely is it that you would choose Shelby Energy Cooperative again? If you rated any of these last four questions with a score of 5 or lower, would you please share your concern(s) or reason(s) so that we might be better able to serve you? Additional Comments About You Name (Please Print) Address City, State, Zip Home Phone Cell Phone Account Number Thank you for taking time to complete this survey. Only completed surveys will be eligible for the drawing for one (1) of three (3) $200 energy credits. Shelby Energy Cooperative employees, directors, and their immediate families are not eligible to participate in this drawing.

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4 Background We developed this survey to gather information from members to learn how we can better serve them and address any issues brought to our attention through the survey. In July 2017, 12,695 surveys were sent to members with their monthly bills. Response Rate = 9.55% (1,212 returned surveys). This data was then used to gather member satisfaction ratings to be used in the American Consumer Satisfaction Index (ACSI).

5 Member SimpleSaver Program Knowledge Participating 13.0% Plan on Participating 10.5% 28.8% Heard of but Not Participating 17.7% Never heard of 30.1%

6 Member Button-Up Program Knowledge Participating 2.7% Plan on Participating 7.7% 24.5% Heard of but Not Participating 18.9% Never heard of 46.1%

7 Member TSE Home Program Knowledge Participating 3.9% Plan on Participating 8.4% 25.5% Heard of but Not Participating 18.4% Never heard of 43.9%

8 Member HeatPump Retrofit Program Knowledge Participating 3.3% Plan on Participating 6.7% 17.1% Heard of but Not Participating 14.1% Never heard of 58.8%

9 Mail In Payment Most preferred 53.0% Preferred 10.3% 8.2% Less preferred 5.3% Least preferred 23.2%

10 Payment Made Over Telephone with CSR Most preferred 5.7% Preferred 9.7% 14.5% Less preferred 13.1% Least preferred 57.0%

11 Payment made on Shelby Energy website Most preferred 19.0% Preferred 9.2% 11.5% Less preferred 7.6% Least preferred 52.7%

12 Bank Draft Payment Most preferred 16.2% Preferred 4.9% 9.0% Less preferred 9.2% Least preferred 60.8%

13 Payment in Office or Remote Payment Center Most preferred 19.5% Preferred 8.8% 10.0% Less preferred 8.2% Least preferred 53.5%

14 Receive Information by Shelby Energy Website Strongly agree 13.0% Agree 8.8% 17.5% Disagree 11.8% Strongly disagree 49.0%

15 Receive Information by or Text Message Strongly agree 41.9% Agree 13.4% 12.1% Disagree 5.7% Strongly disagree 27.0%

16 Receive Information by Social Media Strongly agree 8.9% Agree 8.4% 11.7% Disagree 9.8% Strongly disagree 61.3%

17 Receive Information by Telephone Strongly Agree 45.6% Agree 13.5% 11.7% Disagree 6.6% Strongly Disagree 22.6%

18 Provides Reliable Service Strongly Agree 75.0% Agree 19.7% 3.6% Disagree 0.6% Strongly Disagree 1.1%

19 Responds Timely to Outages and Service Issues Strongly Agree 68.3% Agree 22.4% 6.8% Disagree 1.4% Strongly Disagree 1.1%

20 Maintains Right-of-Way Strongly Agree 55.6% Agree 25.7% 14.3% Disagree 1.9% Strongly Disagree 1.1%

21 Provides Service with Value Strongly Agree 54.8% Agree 27.7% 12.2% Disagree 3.2% Strongly Disagree 2.2%

22 How Satisfied Are You With Shelby Energy Cooperative? Very Satisfied 49.8% 22.4% 16.5% 4.5% 3.0% 2.3% 0.1% 0.6% 0.2% Very Dissatisfied 0.7%

23 To What Extent Has Shelby Energy Fallen Short of Your Expectations or Exceeded Your Expectations? Exceeds Your Expectations 29.9% 25.9% 23.8% 7.6% 5.7% 4.1% 0.9% 0.5% 0.6% Falls Short of Your Expectations 1.1% 0.0% 20.0% 40.0% 60.0% 80.0% 100.0%

24 How Well Do You Think Shelby Energy Cooperative Compares With That Ideal Utility Company? Close to the Ideal 34.5% 25.0% 24.9% 6.8% 3.8% 2.8% 0.6% 0.6% 0.6% Not Very Close to the Ideal 0.5%

25 If given a choice of utility companies, how likely is it that you would choose Shelby Energy Cooperative again? Very Likely 42.5% 21.6% 15.1% 6.1% 4.2% 4.7% 1.4% 0.8% 1.0% Very Unlikely 2.6%

26 Combined percentage of scores 4 or 5 on 5 point scale Service with value Maintains ROW 82.5% 81.3% Respond Timely Reliable Service 90.7% 94.7% Telephone 59.1% Social Media 17.3% or text 55.3% SEC Website 21.7% In Office /Remote Pymt 28.3% Automatic Bank Draft 21.0% Online Payment 28.2% Telephone w/ CSR 15.3% Mail In 63.3% Heat Pump TSE Home Button-up 10.0% 12.3% 10.5% SimpleSaver 23.5%

27 2016/2017 Comparison Combined percentage of scores 4 or 5 on 5 point scale 2016 Combined percentage of scores 4 or 5 on 5 point scale 2017 Service 84.0% Service with 82.5% Maintains 83.2% Maintains 81.3% Respond 91.1% Respond 90.7% Reliable 94.5% Reliable 94.7% Telephone 62.3% Telephone 59.1% Social Media 16.7% Social Media 17.3% or text 53.3% or text 55.3% SEC Website 18.0% SEC Website 21.7% In Office 28.0% In Office 28.3% Automatic 18.3% Automatic 21.0% Online 23.2% Online 28.2% Telephone 13.5% Telephone 15.3% Mail In 67.3% Mail In 63.3% Heat Pump 9.7% Heat Pump 10.0% TSE Home 11.6% TSE Home 12.3% Button-up 13.3% Button-up 10.5% SimpleSaver 22.3% SimpleSaver 23.5% 0.0% 20.0% 40.0% 60.0% 80.0% 100.0% 0.0% 20.0% 40.0% 60.0% 80.0% 100.0%

28 Combined percentage of scores 8 or higher on 10 point scale Choose Shelby Energy 79.20% 80.10% Meets Expectiations 79.50% 83% Ideal Company 84.40% 83.30% Satisfaction 88.60% 91.80% 0.00% 10.00% 20.00% 30.00% 40.00% 50.00% 60.00% 70.00% 80.00% 90.00% %

29 Overview of Comments 22% of members who returned their survey provided additional comments. (265 surveys) In general, there were positive comments concerning member satisfaction with reliability and customer service. Most of the negative comments were concerning 3 rd party fee for online or phone payments, high bill complaints and concerns over the Bedford office closing. The comments reveal that a growing number of members have knowledge of or interest in the programs that Shelby Energy offers including the new Cooperative Solar program.

30 Annual Survey Return Rate History 2017 Annual Survey: 12,695 surveys were sent out and 1,212 were returned. A 9.55% return rate Annual Survey: 12,533 surveys were sent out and 1,326 were returned or a 10.58% return rate Annual Survey: 12,411 surveys were sent out and 1,363 were returned or a 10.98% return rate.

31 American Customer Satisfaction Index (ACSI) 250 randomly selected surveys were submitted to ACSI for scoring on October 18, The 2017 second quarter rating for investor-owned utilities in the United States was 75. Average rating for other Touchstone Energy Cooperatives for this same time period was 78. The response rate provided enough data to establish a satisfaction rating of. Shelby Energy s ACSI score history is as follows: % % %