This page contains a Flash digital edition of a book.



At Lake Region Electric Cooperative, we know our members are our owners and we are actively engaged in measuring and improving the satisfaction of our members. The cooperative has an independent com- pany conduct phone surveys with a statis- tically valid sampling of its membership. The survey questions gauge member sat- isfaction overall and determines the coop- erative’s American Customer Satisfaction Index (ACSI) score. The survey was con- ducted in November of 2011, during which time interviewers collected telephone sur- vey responses from 300 members selected at random from the cooperatives’s residen- 


The survey results show that Lake Re- gion Electric Cooperative members con-  co-op. Responses to the ACSI questions are high, however slightly lower than last year. LREC’s ACSI satisfaction score is down only slightly – now 89, compared with 90 last year, but still well above aver-


65 71 74 89


Investor Owned Utility Avg.


Cell Phone Industry


Airline Industry


Lake Region Electric


Cooperative


age compared with other cooperatives around the country. Members responding to the Lake Region survey are primarily middle-aged and older. About one in ten respondents are under age 35. The median age was 61.


Questions about customer satisfaction, service expectations, ideal utility attributes, and loyalty make up the ACSI score. By tracking the ACSI score, Lake Region can compare its performance to past quarters and years as well as benchmark its performance against other coopera- tives, the utility industry as a whole, and other unrelated industries as well. The chart above illustrates such a comparison of scores.


Heat rises and when it slips past your ceiling, it melts snow on the rooftop. It is an easy way to tell if you need more insulation. Find out what you can do at TogethherWeSave.com.


GUESS WHICH HOUSE HAS BETTER INSULATION IN THE ATTIC.


2 LREC Powerline Press


Page 1  |  Page 2  |  Page 3  |  Page 4  |  Page 5  |  Page 6  |  Page 7  |  Page 8  |  Page 9  |  Page 10  |  Page 11  |  Page 12  |  Page 13  |  Page 14  |  Page 15  |  Page 16  |  Page 17  |  Page 18  |  Page 19  |  Page 20  |  Page 21  |  Page 22  |  Page 23  |  Page 24  |  Page 25  |  Page 26  |  Page 27  |  Page 28  |  Page 29  |  Page 30  |  Page 31  |  Page 32  |  Page 33  |  Page 34  |  Page 35  |  Page 36  |  Page 37  |  Page 38  |  Page 39  |  Page 40  |  Page 41  |  Page 42  |  Page 43  |  Page 44  |  Page 45  |  Page 46  |  Page 47  |  Page 48  |  Page 49  |  Page 50  |  Page 51  |  Page 52  |  Page 53  |  Page 54  |  Page 55  |  Page 56  |  Page 57  |  Page 58  |  Page 59  |  Page 60  |  Page 61  |  Page 62  |  Page 63  |  Page 64  |  Page 65  |  Page 66  |  Page 67  |  Page 68  |  Page 69  |  Page 70  |  Page 71  |  Page 72  |  Page 73  |  Page 74  |  Page 75  |  Page 76  |  Page 77  |  Page 78  |  Page 79  |  Page 80  |  Page 81  |  Page 82  |  Page 83  |  Page 84  |  Page 85  |  Page 86  |  Page 87  |  Page 88  |  Page 89  |  Page 90  |  Page 91  |  Page 92  |  Page 93  |  Page 94  |  Page 95  |  Page 96  |  Page 97  |  Page 98  |  Page 99  |  Page 100  |  Page 101  |  Page 102  |  Page 103  |  Page 104  |  Page 105  |  Page 106  |  Page 107  |  Page 108  |  Page 109  |  Page 110  |  Page 111  |  Page 112  |  Page 113  |  Page 114  |  Page 115  |  Page 116  |  Page 117  |  Page 118  |  Page 119  |  Page 120  |  Page 121  |  Page 122  |  Page 123  |  Page 124  |  Page 125  |  Page 126  |  Page 127  |  Page 128  |  Page 129  |  Page 130  |  Page 131  |  Page 132  |  Page 133