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Tag: American Customer Satisfaction Index

SECO Energy Achieves Impressive ACSI® Score of 91 for 2024

SECO Energy proudly announces the successful completion of its annual member-wide customer satisfaction survey, underscoring its commitment to excellence in service delivery. The not-for-profit cooperative, which provides electric service to over 248,000 homes and businesses across seven Central Florida counties, received invaluable feedback from more than 1,200 members, reinforcing SECO Energy’s position as a leader in customer satisfaction within the utility sector.

 

The member responses were evaluated by the American Customer Satisfaction Index (ACSI®), a well-respected organization that measures customer satisfaction across diverse industries in the United States and publishes the results of its syndicated studies nationally. SECO Energy conducts its member satisfaction survey in a separate study. For 2024, SECO Energy achieved an impressive ACSI score of 91 on a 100-point scale [1], reflecting the unwavering dedication of its employees to deliver exceptional service.

 

SECO Energy Chief Executive Officer Curtis Wynn expressed immense pride in the cooperative’s achievement, stating, “Our members are more than just customers—they’re our neighbors, our friends, and our community. This recent ACSI score of 91 is a testament to the passion and commitment our team puts into providing reliable, innovative energy services. It’s a reflection of the care and enthusiasm our employees bring to every interaction, always striving to exceed expectations. Surpassing the scores earned by investor-owned utilities and municipalities reported in the 2024 ACSI Energy Utilities Study is more than just an achievement – it shows how deeply we value our members and the impact we strive to make in their lives every day.”

 

SECO Energy’s score is higher when compared to publicly measured investor-owned utility scores and municipal utility scores reported in the syndicated 2024 ACSI Energy Utility Study and places SECO Energy 17 points higher than the average investor-owned utility score of 74, as well as 16 points higher than the average municipal utility score of 75, per the industry ratings. For more information, please visit https://theacsi.org/industries/energy-utilities/.

 

The American Customer Satisfaction Index (ACSI®) is the only national cross‐industry measure of customer satisfaction in the United States. Each year, the ACSI uses data from interviews with roughly 200,000 customers as inputs to an econometric model for analyzing customer satisfaction with approximately 400 companies in about 40 industries and 10 economic sectors. ACSI data have proven to be strongly related to several essential indicators of micro and macroeconomic performance. To learn more about the American Customer Satisfaction Index, visit www.theacsi.org.

 

“We are truly humbled and grateful for your trust and recognition. Thank you for allowing us the privilege of serving you,” Wynn stated, expressing his gratitude to SECO Energy members.

 

“Every single one of our 400+ employees is not only dedicated to meeting your needs but also to ensuring you receive the highest level of service. Your satisfaction is paramount to us, and it’s your feedback and support that empower us to achieve our mission of providing reliable, innovative energy services.”

 

[1] Compared to publicly measured energy utilities in the ACSI® survey of customers rating their own energy utility. Results based on data provided by SECO Energy, collected between December 2 and 9, 2024. ACSI did not regulate the survey administration or sample size. ACSI and its logo are registered trademarks of the American Customer Satisfaction Index LLC. For more about the ACSI, visit www.theacsi.org.

 

SECO ENERGY EARNS AN ACSI® 2024 CUSTOMER SATISFACTION AWARD

SECO Energy is honored to have earned a 2024 Customer Satisfaction Award* from the American Customer Satisfaction Index (ACSI®) based on our member survey results. Members were asked to rate their overall satisfaction with us, how well we lived up to their expectations, and how well we measured up to their ideal co-op experience. While these were not the only questions in the survey, we included these specifically because they are the core components of the proprietary ACSI methodology.

 

SECO Energy’s ACSI score substantially outperforms the industry average score earned by publicly measured utilities reported in the 2024 ACSI Energy Utility Study. This Award is a testament to SECO Energy’s ongoing efforts to provide the best possible member experience.

 

 

The 2024 Customer Satisfaction Award affirms that SECO Energy’s hard work has been noticed by its members. SECO Energy is grateful for its members and will continue to strive for excellence through constant dedication to improvement.

 

SECO Energy’s CEO Curtis Wynn is grateful for the hard work and accomplishments of his team. Wynn stated, “The SECO Energy team of 400+ employees is thankful and humbled by the trust we have earned from our members. Every day at SECO, we strive to provide top-notch member satisfaction and excellent service, while maintaining reliable electric service that our members depend upon. Thank you, SECO members, for recognizing your not-for-profit electric cooperative’s efforts on your behalf.”

 

*Award criteria are determined by the ACSI® and are based on customers rating their satisfaction in a survey independent of the syndicated ACSI Energy Utility Study. For more about the ACSI, visit www.theacsi.org/badges. ACSI and its logo are registered trademarks of the American Customer Satisfaction Index LLC.

 

“Like” SECO Energy on Facebook and follow @SECOEnergy on Twitter for prize drawings, news releases, and severe weather alerts affecting SECO Energy’s service territory. Manage your outage notification preferences at StormCenter. To see when SECO Energy crews/contractors are working in your area, visit our new System Improvement Map. To learn more about SECO Energy as a not-for-profit cooperative, visit About SECO Energy.

 

Co-op Energy Utilities ACSI Customer Satisfaction Award 2024 Badge

SECO Energy earns this award based on data modeled by the ACSI® in 2024. Award criteria are determined by the ACSI based on customers rating their satisfaction with SECO Energy in a survey independent of the syndicated ACSI Energy Utility Study. For more about the ACSI, visit www.theacsi.org/badges. ACSI and its logo are registered trademarks of the American Customer Satisfaction Index LLC.

SECO Energy Scores 91 in 2021 American Customer Satisfaction Index

SECO Energy has scored an impressive 91 in the American Customer Satisfaction Index (ACSI) for 2021. SECO’s 91 score was measured as part of the not-for-profit electric cooperative’s member satisfaction survey and calculated by ACSI. SECO has scored a 91 in the ACSI for two years in a row.

 

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 micro and macroeconomic performance indicators.

 

At the end of 2021, the National Rural Electric Cooperative Association (NRECA) conducted the membership survey on SECO Energy’s behalf, including the ACSI metrics. The NRECA contacted a member sampling by email to ask about their unique experience with the cooperative. Members rated SECO with an impressive ACSI score of 91, maintaining its high score for two years.

 

SECO Energy’s ACSI score is impressive when compared to average ACSI scores in the Energy Utilities Sector. The average ACSI score for energy utilities as an industry ties its 2020 score at 72. Nationally, cooperative utilities averaged 73 in 2021 – the same as 2020. Investor-owned utilities averaged 72 while municipal utilities averaged 71.

 

CEO Curtis Wynn is proud of SECO’s continued high customer satisfaction scores. Wynn stated, “We are honored to learn that SECO Energy members surveyed by the ACSI rated SECO with a customer satisfaction score of 91. Our score of 91 shows that SECO is both a state and national frontrunner when compared to investor-owned and municipal utilities as well as our cooperative peers. On behalf of our 400+ employees who strive to provide exceptional customer satisfaction every day, we thank the members who rated us highly.”

 

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.”

 

“Like” SECO on Facebook and “follow” @SECOEnergy on Twitter for news releases and cooperative updates. SECO Energy is an equal opportunity provider and employer.

 

SECO Energy Soars to a 91 in Latest ACSI

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.”

 

“Like” SECO’s Facebook page and “follow” @SECOEnergy on Twitter for news releases and cooperative updates. Visit our About page to learn more about the Central Florida not-for-profit electric cooperative.

SECO Energy Scores 90 in Satisfaction

SECO Energy members have rated the not-for-profit electric cooperative as a customer satisfaction leader. SECO received an American Customer Satisfaction Index (ACSI) score of 90 for 2019. SECO’s 90 is a one-point increase from its 2018 score.

 

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 2019, NRECA Market Research Services 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 90.

 

SECO Energy’s ACSI score is tops when compared to average ACSI scores in the energy industry. Nationally, cooperative utilities averaged 75 in 2019, which is 2 points lower than the 2018 cooperative average. Investor-owned utilities and municipal utilities scores averaged 73, both of which are 2 points lower than the 2018 average.

 

In the 2019 membership survey, members scored SECO well in all 18 service attributes with 16 rated as “excellent.” The highest rated were employees, bills and payment options, minimizing outages and community support. A service attribute that increased significantly is “Keeping members informed on the status of outages.” The increase in this particular attribute can be attributed to SECO’s online outage and communications platform StormCenter that communicates outage alerts with enrolled members via email, text or voice notifications.

 

CEO Jim Duncan stated, “SECO Energy excels in customer satisfaction. When comparing our 2019 ACSI score of 90 to our industry peers and Fortune 500 companies, SECO is clearly a satisfaction frontrunner. One of the reasons members have rated SECO so well over the years is our world-class employees. We are customer service champions because of our employees’ dedication to member satisfaction and their commitment to local communities.”

 

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.”

 

“Like” SECO’s Facebook page and “follow” @SECOEnergy on Twitter for news releases and cooperative updates. Learn more about SECO Energy.

Members Rate SECO Tops in Satisfaction

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.”

 

“Like” SECO’s Facebook page and “follow” @SECOEnergy on Twitter for news releases and cooperative updates. Visit SECO Energy’s About SECO page to learn more about the Central Florida not-for-profit electric cooperative.

SECO Tops in ACSI Among Utilities

SECO Energy members continue to rate the utility high in customer satisfaction per the company’s 2016 American Customer Satisfaction Index (ACSI) score that increased to 89. The ACSI measures customer satisfaction, across multiple industries, in the United States.

 

This latest ACSI increase complements SECO’s two consecutive J.D. Power awards for highest customer satisfaction among midsized utilities in the South in 2015 and highest in customer satisfaction among electric cooperatives in the nation in 2016. As a not-for-profit electric cooperative, SECO operates for the benefit of and is owned by the members its serves. The business model allows SECO to make customer satisfaction a top priority.

 

The average score for electric cooperatives in the 2016 survey is 77. Rated an 89 by its members, SECO is proud to hold a high score among our peers in the electric co-op segment.

 
ACSI logo 2017

SECO’s satisfaction rating also tops the average city municipality and investor-owned utility’s score. The average city municipal utility score is 72 and the average investor-owned utility score is slightly higher at 76.

 

Members who participated in the ACSI survey indicated that SECO’s employees are top-notch and rated them as “excellent.” SECO also received excellent ratings for the measures it takes to prevent outages and its responsiveness to service disruptions.

 

CEO Jim Duncan stated, “The ACSI is one of the country’s mainstream benchmarks of customer satisfaction. The index and our two consecutive J.D. Power awards make it clear that SECO’s greatest asset and strength is our friendly, knowledgeable employees. I couldn’t be prouder of the SECO team and its dedication to member satisfaction – congratulations on a job well done.”

 

“Like” SECO’s Facebook page and “follow” @SECOEnergy on Twitter for news releases and cooperative updates.