How Satisfied Are Your Members?
This research gauges member satisfaction and commitment to your co-op and helps you understand what it is about your service that causes members to be more or less satisfied. For Touchstone Energy® members, we will include the necessary questions to have your American Customer Satisfaction Index (ACSI) score calculated.
The value of your member satisfaction survey can be enhanced by including questions about your co-op's performance, ranging from minimizing outages to serving your community. By including these questions, we can provide more information about the performance attributes that have the biggest impact on members' overall satisfaction and that can be used to make informed decisions when building your improvement plans.
NRECA's “Co-op Norms"
We have the ability to benchmark your survey results against those of co-ops who have conducted similar surveys with NRECA Market Research in the past 3 years. Currently this database consists of nearly 162,000 residential members from 126 co-ops in 29 states. NRECA's “Co-op Norms" are not taken from the universe of all cooperatives; these “norms" represent co-ops that are regularly engaged in obtaining feedback from their customers.
American Customer Satisfaction Index (ACSI)
Your Touchstone Energy® Cooperative membership provides you access to the American Customer Satisfaction Index (ACSI). The ACSI is the only national cross-industry measure of customer satisfaction in the United States. Touchstone Energy® cooperatives are the highest rated cooperative energy utility group per the ACSI Utility Sector Reports showcasing our continued commitment to demonstrating the cooperative principles in action. The ACSI and other Touchstone Energy® tools are a key path to strengthening your relationship with your member owners. Contact TSEinfo@nreca.coop with questions or for more information. Your ACSI score can be used to compare your co-op's results to other Touchstone Energy® cooperatives, to the top electric, gas, and combination electric and gas energy utilities in the country, and to companies in other industries. For more information, go to www.theacsi.org.
You have the ability to receive up to four ACSI scores in the calendar year. You may want to consider obtaining ACSI scores based on age (for example, older vs. younger members) or geographic area (district or county). You also have the opportunity to purchase additional scores. Please ask us if you are interested in this option.
Key Drivers of Member Satisfaction
Including 15-20 performance attributes in your questionnaire allows us to conduct an analysis to determine the attributes that have the biggest impact on members' satisfaction. This analysis is done in two steps: first, a correlation analysis is performed that groups the individual performance attributes into highly correlated factors; second, a regression analysis is used to determine which of those factors has the greatest impact on the independent variable, member satisfaction. The results can be used to determine where improvement and maintenance efforts should be focused.
