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LIVEWIRE | PAGE 3 And the survey says...


TCEC is ahead of the curve when it comes to member satisfaction according to its 2015 member survey results. In April, 400 members responded to a phone survey conducted by an independent third party on behalf of the cooperative. When the results were sent to the University of Michigan for analysis on the American Customer Satisfaction Index, TCEC scored great, garnering an 81. Touchstone Energy cooperatives are the highest rated electric utility group, scoring an 80 in the second quarter. That compares to a 74 for both investor-owned and municipal utilities.


“We are moving from good to great,” said Chief Operating Offi cer Zac Perkins. “For example, 58 percent of respondents gave us a 9 or 10 rating when asked how satisfi ed they were with TCEC. We appreciate our members and the survey showed they appreciate us. While we’re moving in the right direction, we are not satisfi ed and will continue to improve.”


Perkins said the cooperative identifi ed several improvement areas following the survey. One area is in terms of outage notifi cations. Nearly 70 percent of members would like text message outage alerts. T e cooperative is investigating its options to off er this service to members. Another area the cooperative is working to improve on is the work order process which tracks requests from members for new construction or service upgrades. Processes and procedures are being reviewed and changes are being made.


Finally, it is clear from the survey that people who understand the value of being part of a cooperative where they have a voice and local representation are more satisfi ed and loyal than those who see themselves as only utility customers. TCEC focuses on helping more of its members understand the cooperative diff erence. T is year, many members will receive a check in the mail with their patronage capital refund. T at is one of the most tangible ways to help members understand they are part of a cooperative.


T e cooperative will conduct focus groups in October to explore the cooperative diff erence and ways it can connect better with younger members. While that concludes the 2015 survey research, work to improve continues year-round. n


81 80 74


TOUCHSTONE ENERGY


COOPERATIVES


INVESTOR OWNED UTILITIES


The cooperative’s new facility is complete. We opened the doors to our members at our new location on Monday, August 24.


Our physical address now is 4612 Road J, Hooker, Oklahoma 73945. The mailing address for payments and other correspondence remains the same, which is P.O. Box 880, Hooker, Oklahoma 73945.


To allow some time to settle in, an open house and ribbon cutting with tours for members will be scheduled at a future date.


Members may notice a few details are not yet fi nished. One of them is landscaping. A contract has been secured and work will begin this fall. As with any new project, many smaller details will continue to be worked on as they are discovered.


All in all, the move is a positive change and historic for TCEC. It was a monumental project and employees and members have a state-of-the-art facility to be proud of that will serve the needs of members for many years to come n


WE’VE MOVED!


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