Members share opinions in recent satisfaction survey
As part of an effort to continually learn from members and look for areas of improvement, EnerStar Electric Cooperative recently participated in a member satisfaction survey which gathered feedback from 600 members.
The survey, conducted by an independent research firm and coordinated by the Association of Illinois Electric Cooperatives, measured satisfaction with EnerStar in core services and member care as well as gaining insight into member preferences for communication and program interest levels.
“We have been conducting surveys since the mid-1980s, so the process is not new, and we are generally pleased with the results. But this year, we were excited with the insights provided by our membership,” says Mike Clark, EnerStar president/CEO. “The ratings and comments that members provided give us tangible ways to evaluate our efforts and find improvements as needed.”
Members see reliability improvements
One of EnerStar’s such improvement emphasis over the past few years is vegetation management. Keeping the area around power lines and equipment clear of vegetation is key in reducing blinks and outages. “We are seeing the fruits of our labors,” said Clark. “There are considerable resources that go into tree trimming for example with the purpose of improving reliability. The survey results confirm that members are noticing EnerStar’s system maintenance efforts.”
Comparing 2013 and 2018 survey results, the percentage of members agreeing with the statement that EnerStar “provides reliable electric service” has increased 23 percent from 67 to 90 percent agreeing.
Co-op employees receive high marks
Survey results related to member service received very high marks. For having friendly and courteous employees, 96 percent of the membership agreed with this statement. Knowledgeable and competent employees, ease of doing business with the co-op, and communicating effectively all ranked high at over 90 percent. Clark praised the co-op employees. “We have a great team in place and our members think so too.”
Clark concluded by saying, “Our satisfaction results have always been good, but it was nice to see those numbers continue to increase. We work hard for the membership every single day. These surveys help us learn and grow and continue to strive to do better.”