Central Rural Electric Cooperative members have spoken and awarded Central and its employees an American Customer Satisfaction Index (ASCI) score of 87.

The ACSI measures the satisfaction of household consumers with the quality of products and services. ACSI uses customer interviews as input in a multi-equation model that provides indexes for customer satisfaction.

“Improving members’ experiences has always been important to us, and the ACSI survey helps us identify ways to do just that,” said Hunter Robinson, Central CEO. “We want to thank all of the members who took the time to take the survey. Your feedback is valuable to Central.”

According to the ACSI website, cooperative energy utilities, Touchstone Energy and municipal energy utilities have an average score of 73 while investor-owned utilities have a 72 average score.

Robinson said, “Empowering members is core to our mission, and I think that shines here. The score shows that our cooperative and employees are taking the time to listen and be present for our members and communities.” 

While Central has maintained a reasonably high score throughout the years, this is Central’s highest score since 2007. 

ACSI’s website states that companies that focus on quality improvements tend to fare better over time with regard to customer satisfaction than companies that focus on price. A recent ACSI survey found the industries with the highest customer satisfaction scores were the retail food industries. 

“Engaging our current members and reaching out to new members is a team effort. It begins with our member service representatives who work hard to make our members top priority,” Robinson said. 

Central measures reliability using various metrics. In a year’s time, Central averages 1.01 outages per member with a 2-hour average outage duration, which means members enjoy 99.9% reliable services during all weather conditions.