Tri County linemen

Posted on September 23, 2016

During June-July, Escambia River Electric Cooperative conducted a satisfaction survey to learn about member experiences regarding EREC’s performance.

A sample of co-op members throughout the EREC service territory was selected at random for participation.

The survey provides an opportunity for EREC to hear from our members about what we are doing well and what areas need improvement.

The survey includes questions regarding member satisfaction, perceptions about the co-op’s service performance, attitudes regarding the environment, energy efficiency and power generation, measures of technology use and communication issues and member demographics.

According to results of the survey of members, EREC’s key satisfaction attributes are having knowledgeable and courteous employees, quality customer service, and prompt power outage restoration. Other high scores included providing reliable electric service. EREC received an overall member satisfaction score of 94%.

EREC uses survey information to determine ways to continually improve our performance to members.

The EREC American Customer Satisfaction Index (ACSI) is 91 out of a possible 100. The national average for cooperatives is 77, investor-owned utilities 72 and municipal utilities 68.

EREC thanks those members who participated in the survey for their valuable input regarding the cooperative’s performance.

 EREC American Customer Satisfaction Survey results