SECO Energy’s customer satisfaction scores reached a new high for 2020. The not-for-profit electric cooperative soared to 91 in the American Customer Satisfaction Index (ACSI) rating that was measured as a part of SECO’s member satisfaction survey and calculated by ACSI. SECO’s score of 91 is a one-point increase over its 2019 score of 90.
The American Customer Satisfaction Index provides a one-of-a-kind, cross-industry measurement of customer satisfaction in the United States. Each year, the ACSI uses data from interviews with roughly 300,000 customers as inputs to an econometric model for analyzing customer satisfaction with more than 400 companies in 46 industries and 10 economic sectors. ACSI data has proven to be strongly related to several essential indicators of micro and macroeconomic performance.
At the end of 2020, the National Rural Electric Cooperative Association (NRECA) conducted the membership survey on SECO Energy’s behalf that included the ACSI metrics at year end and contacted members by email to ask about their unique experience with the cooperative. Members rated SECO with an impressive ACSI score of 91, which is the highest score SECO has received since taking part in annual ACSI surveys since 2010.
SECO Energy’s ACSI score is tops when compared to average ACSI scores in the Energy Utilities Sector. The average ACSI score for energy utilities as an industry is down from 73 in 2019 to 72 in 2020. Nationally, cooperative utilities averaged 73 in 2020, which is 2 points lower than the 2019 cooperative average. Investor-owned utilities and municipal utilities scores averaged 72, both of which are 1 point lower than the 2019 average.
CEO Jim Duncan stated, “SECO Energy and our world-class employees excel in customer satisfaction. I am exceptionally proud of their service and dedication to our members and the communities we serve. When comparing our 2020 ACSI score of 91 to our industry peers and Fortune 500 companies, SECO is clearly a satisfaction frontrunner.”
Duncan added, “Thank you, members, for taking the time to respond and recognizing our employees’ efforts on your behalf. We are grateful for your approval and continued support.”
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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