October 2016 Powerlines

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October 2016 | Volume 29 • Number 10 | www.powersouth.com/powerlines | info@powersouth.com Remarkable! Satisfaction survey results tie all-time high Powerlines The results tell the story, and it's good. According to the latest Residential Satisfaction and Attitude Survey, 92 percent of end-use members surveyed say they are somewhat or very satisfied with their cooperative— the highest-ever satisfaction rating for PowerSouth's members. Nine member systems—CHELCO, Covington EC, Dixie EC, Escambia River EC, Gulf Coast EC, Pioneer EC, South Alabama EC, Southern Pine EC and Wiregrass EC—participated in the surveys conducted earlier this year. The distribution members' survey results returned top satisfaction scores for professionalism, quality customer service and courteous employees. "The survey results show remarkable increases in overall co-op satisfaction, especially in light of the fact that scores have been falling in the electric industry," said Dave Baldwin of Inside Information, the firm that conducted the survey. Eight participating cooperatives participated, as Touchstone Energy Cooperatives, in the American Customer Satisfaction Index (ACSI). Their aggregated ACSI score of 89 ties their highest ever, well above Southern Company, Apple and the national Touchstone Energy co-op average. "Remarkable" also describes the upswing in Pioneer EC's (PEC) ACSI score. PEC reported the largest ACSI increase among participating members—47.5 percent since 2007. According to Linda Horn, PEC's Vice President of Member Services and Communication, a new focus on member engagement served as the catalyst for changes that led to higher member satisfaction. "Our situation is unique in that we serve some of the poorest counties in the nation," said Horn. "In 2007 we renewed our focus on what we do best—providing electricity and energy solutions—while doing what we can to be known as an electric cooperative that goes to bat for its members." PEC promotes membership advantages like federal grant programs to retrofit high-energy- use households, the Washington Youth Tour program, the Touchstone Energy Co-op Connections card, smartphone apps and more—all designed to engage members. In addition, broader communication channels—social media outlets like Facebook and member education programs like Members First—attributed to PEC's increase in member satisfaction. "Advancing the level of service our members receive is a daily priority at Pioneer," said Casey Rogers, PEC Communications Specialist. "Through various programs and communications methods, we engage our members and ultimately create value that goes far beyond the right to buy safe, reliable and affordable electricity. We care deeply about our members and the communities they call home." In addition, just over half of survey respondents consider climate change a serious environmental concern and are willing to pay 1-10 percent more for renewable energy. On the flip side, survey results indicate support for coal as a fuel source is increasing. Respondents reported preferring fossil fuels and nuclear as clean fuel sources while keeping rates low. (Above) PEC Customer Service Representative Janice Rogers assists member Aaron Ledbetter.

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