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TOOT! TOOT! The American Customer Satisfaction Index results are in


by Tory Tedder We don't want to "toot our own horn," and


we don't have to. You, our members, did it for us. OEC members are the best ambassadors of co-op quality and service around. During the first quarter of 2013, OEC


conducted a Member Satisfaction and Attitude Survey. A portion of this survey measures our membership's satisfaction, which is then turned into a score—the ACSI—and is directly comparable to other co-ops and companies from many different industries. We do a survey every two years to gauge how fully we meet the expectations of our members. Te American Customer Satisfaction Index


(ACSI) is a uniform and independent measure of household consumption experience. Te ACSI tracks trends in customer satisfaction and provides benchmarking insights of the consumer economy for companies, industry trade associations, and government agencies. OEC and cooperative utilities nationally have


ACSI ratings significantly higher than municipal and investor-owned (IOU) utilities. In fact, OEC individually rated higher than the highest rated IOU, a natural gas conglomerate serving 12 states in the Southeast. Touchstone Energy® Cooperatives, a nationwide alliance made up of more than 700 local, consumer-owned electric cooperatives in 46 states, matches the third highest rated IOU in the nation. We trust you to tell us how it is, and over


the next few months, we'll look more closely at some of the specific areas measured in the survey like "value for the money" and "community involvement." See figure 4 for how we rated on a dozen different attributes.


8 July 2013


We use this survey not only to measure our members' satisfaction with OEC, but also to get to know you better. We asked, "Do you think of yourself as a customer or a member-owner?" and "What, if any, measures do you plan to take to reduce electric use in the next year?" Your answers to these questions help us improve our service to you and to the communities in which we serve. You never need to wait on a surveyor to call


you to tell us how we are doing. Give us a call at 405-321-2024 or use the "Contact Us" form on our website www.okcoop.org/contact/index.aspx. Of course, stopping by our office in Norman is always welcome. We love to hear from you.


Figure 1: ACSI Scores for Electric Utilities


100 80 60 40 20 0


76++76+83+87 76 76 83 87 City IOU TSE OEC


Fig. 1: Total ACSI score comparison of city and investor-owned utilities (IOU) with Touchstone Energy Cooperatives (TSE) and OEC.


Co-op News


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