Sawnee EMC completed its annual membership-wide customer satisfaction survey, scoring 94 out of 100, according to spokeswoman Mandy Love.
More than 160,000 Sawnee EMC members were asked to participate in the survey; either online from the email invitation or using the printed postcard inside their May billing statement. The responses received from the membership were then sent to the developers of the American Customer Satisfaction Index (ACSI), a group who measures customer satisfaction across multiple industries throughout the entire United States.
Sawnee EMC’s score of 94 was one of the highest scores in the nation among utilities. The company is a not-for-profit electric cooperative.
Sawnee’s ACSI score is better than all 2020 investor-owned utility scores to date publicly measured by the ACSI. And it places Sawnee 21 points higher than the cooperative utility industry score of 73, as well as 22 points higher than both investor-owned utilities and municipal utilities of 72, per the 2020 ACSI Utility Sector Report.
Additionally, this year’s ACSI data shows that Sawnee EMC remains at the top tier of customer satisfaction, with only 17 other electric cooperatives within Touchstone Energy receiving a score of 90 or greater.
“The ACSI provides a unique benchmark and is a great measure of our member’s satisfaction. Our score further demonstrates that Sawnee EMC exists to serve its members and provide reliable, affordable and safe electricity every day. We strive to accomplish these goals with one of our greatest assets — our knowledgeable staff and their dedication to member satisfaction,” said Michael A. Goodroe, Sawnee EMC president and CEO.