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Customer Satisfaction Surveys Give CEC High Scores
Is Choctaw Electric Cooperative (CEC) doing everything it can to ensure member relations are pleasant? According to recent member surveys, the answer is "yes."
90% or higher
CEC goal for customer satisfaction on every service interactions with members.
To assess satisfaction levels and determine areas in need of improvement, CEC urges co-op members to complete a short survey after any interaction with their co-op. This includes paying bills at the drive through window, calling the co-op with a high bill complaint, on-site service visits, online interactions, and more.
Surveys are handed to members at the office, left on their door following service visits, or mailed to members.
From September through January, approximately 294 members returned a completed survey and the results are encouraging.
"We have a goal of nothing less than a 90 percent satisfaction rate on every question," explained Jia Johnson, CEC director of public and member relations. Any question that receives less than 90 percent prompts staff members to contact the member to find out how their experience with the co-op could be improved.
From the knowledge, skill and courtesy of co-op employees to timely responses to questions and problems, members rank their experience from one to 10. The survey also provides room for members to offer their ideas on how CEC can improve existing services or add new services to meet member needs.
The co-op continues to encourage members to complete surveys and offer their frank and honest opinion. "Good or bad, we truly want to know how we are doing and where we need to improve," Johnson said. "The best way to find the answers to these questions is to ask our members."
CEC Customer Satisfaction Survey
September 2016-January 2017 • 294 Members Surveyed Ranking 1-10. (1= poor/ 10=excellent)
Avg. Score
How well did the employee answer your questions?..................................9.63 Were our personnel knowledgeable and able to answer questions?......9.57 Were questions answered in a timely and professional manner..............9.57 Was the work performed in the expected timed frame?...............................10 Were CEC employees courteous and polite...................................................9.72 Overall rating of CEC customer service...........................................................9.59 Did we leave the job site clean..............................................................................10 How would you rate service reliability?...........................................................9.41
Overall Score..............................................................................................9.88
WE APPRECIATE YOU! CEC MEMBER APPRECIATION DAYS • APRIL 4-6
Choctaw Electric Cooperative members are invited to join the co-op for CEC Member Appreciation Days in April. With free hotdogs, soda pop, good conversation, and some useful tips on ways to save energy, co-op members will enjoy a fun afternoon. Please join us!
Tuesday, April 4............CEC Idabel Wednesday, April 5.....CEC Hugo Thursday, April 6.........CEC Antlers
GO GEO—AND EARN CASH BACK
Geothermal heat pumps are considered one of the most efficient heating and cooling systems around, but the price tag is often too high for some homeowners.
A new rebate program from Choctaw Electric aims to lower geothermal costs for members by paying from $350 to $1,050 per ton on geothermal units meeting certain efficiency requirements.
"Our goal is make geothermal heat pumps more attractive and affordable for co-op members," explained Brad Kendrick, CEC energy use specialist. "Geothermal heat pumps are more expensive upfront, but the energy savings over the long term makes up for it."
CEC's geothermal rebate program pays cash rebates to members who replace a traditional heating and cooling system with either a closed loop or open loop geothermal units. It also pays rebates to members who replace an existing geothermal systems with a new, closed or open loop geothermal unit, or those who replace split systems with closed or open loop geothermal heat pumps.
For more information on geothermal heat pumps or rebates, please call CEC at 800-780-6486, ext. 209.
■ CEC Trustees. If you'd like to know who
represents you on the CEC board of trustees, you will find the information online at www.
choctawelectric.coop. From the homepage, click on About Us, and then Board of Trustees. The trustee page includes a map of CEC voting districts. Scroll to the bottom of the page to find contact information, including email addresses, for each trustee.sss
FIND IT ONLINE
CEC Inside Your Co-op | MARCH 2017 | 3
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