SECO Energy members have once again rated the not-for-profit electric cooperative top in customer satisfaction. SECO received an outstanding ACSI score of 89 in 2018, a one-point increase from the cooperative’s 2017 score.
The American Customer Satisfaction Index provides a one-of-a-kind, cross-industry measurement of customer satisfaction. ACSI scores are comparable across all sectors, industries, companies and time periods. SECO Energy conducted the membership survey that included the ACSI metrics at year end and contacted members both by phone and online to ask about their unique experience with the cooperative. Members rated SECO an impressive score of 89.
When comparing SECO to average ACSI scores in the energy industry – SECO is a clear Florida and national frontrunner. Nationally, cooperative utilities averaged 77 in 2018. Scores for municipal and investor-owned utilities both averaged slightly lower at 75.
Among 18 other metrics in the survey, members ranked SECO as “excellent” on 16 of 18 attributes with the highest ratings for employees, bills and payment options, minimizing outages, having consumers’ best interests at heart and the cooperative’s corporate citizenship initiatives. Three attributes increased significantly from 2017: having highly trained, professional employees, communicating with members and keeping them informed and being easy to reach.
CEO Jim Duncan stated, “SECO’s recent increase in our ACSI score is a clear indicator that our employees are our cooperative’s greatest asset. Accolades and high rankings from members are a testament to our employees’ dedication to improving reliability, maintaining low rates and offering members world-class customer service. I am grateful to work with a group of folks committed to the cooperative purpose.”
Duncan continued, “And thank you, members, in particular for recognizing our employees’ efforts on your behalf. We are grateful for your continued approval and support.”
The survey also included feedback that members’ satisfaction increased with the addition of our new StormCenter outage map and communications suite that offers proactive email, text and voice notifications. To manage preferences, visit SECO Energy’s StormCenter.
In recent years, SECO Energy has received national attention, and three J.D. Power trophies, for its exceptional customer satisfaction rankings. In the 2015 J.D. Power study, SECO Energy was ranked “Highest in Customer Satisfaction Among Midsize Utilities in the South.” And in 2016 and 2017, SECO was ranked “Highest in Customer Satisfaction Among Cooperatives.”
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