Community Electric Cooperative’s member-owners feel they are being well served by the cooperative, according to the findings of an independent customer satisfaction survey conducted in the spring. CEC’s “Cooperative Attitude and Performance Score” (CAPS) stood at 92, according to the survey conducted by Inside Information Inc. of Smithville, Mo. That is three points higher than the average satisfaction score for rural electric cooperatives nationally, and is consistent with the positive findings of other surveys conducted for CEC in recent years.
The CAPS score and Inside Information’s Net Promoter Score (NPS) measure attitudes regarding co-op services, communication preferences, and member demographics. Community Electric’s Net Promoter Score climbed to 74 in this spring’s survey, an 18-point jump over the 2023 result.
“We need and appreciate the feedback of our member-owners, and I am tremendously pleased that the overwhelming majority of the respondents to this latest survey view the services they receive so highly,” CEC President and CEO Steven A. Harmon said. “We take very seriously our charge to deliver electricity to our members reliably and affordably. The numeric findings of this survey, and the comments that so many members took time to provide, reflect precisely what we want – quality service provided with respect and compassion for the owners of our cooperative.”
The 2024 satisfaction survey was sent to all residential accounts with emails, and a total of 341 members responded. Results of this survey have a margin of error of +/-5.2% at a 95 percent degree of probability, so for any given statistic, there is a 95 percent chance that the result does not vary by more than 5.2 percent in the actual total membership.
“Community Electric remains steadfast in their dedication to member satisfaction,” Julie Crook, Inside Information’s chief operating officer, said. “By continuously conducting research and proactively implementing data-driven actions, they distinguish themselves as industry leaders. Their unwavering commitment and profound insight are pioneering the path for others to follow.”
CEC Board Chairman Jeannette Everett thanked members for completing the survey and said it is an important tool to help gauge the cooperative’s performance.
“Electric cooperatives have a unique set of challenges, not the least of which is resources to help serve members effectively. I am constantly blown away by the dedication that CEC’s work force displays in doing their respective jobs and in furthering their training and education to serve members even better,” Everett said. “This survey provides some great validation of the efforts that the cooperative’s staffers are putting forth. And most importantly, it shows that our member-owners are receiving the quality of service that electric cooperatives were created to provide. We can’t rest on our laurels, but this is great feedback for us to have.”
