Sam Houston Electric Blog

Cooperative Among Highest ACSI Scores

Thursday, April 27, 2017

Cooperative Among Highest ACSI Scores

Sam Houston Electric Cooperative members have spoken, and have awarded the Co-op and its employees an American Customer Satisfaction Index score of 87.

The American Customer Satisfaction Index (ASCI) measures four key areas: overall customer satisfaction, how a utility measures up to expectations, how it compares to an “ideal” utility, and customer loyalty. These four indicators are then combined to create a single index score that can serve as a benchmark of the utility’s overall performance. 

According to Anneliese Oppenheim, CEO of Oppenhiem Research, “When comparing Sam Houston EC’s performance with nationally-renowned companies across varying industries, Sam Houston EC again performed quite favorably. With a score of 87, Sam Houston is among the highest scoring companies, scoring higher than Dole (86), Honda (86), BMW (85), Google (84) and Apple (84).”

In just the electric utility industry, local investor-owned utilities earned scores of 70 and 76. The average score for all electric utilities is 72.

"Cooperative leaders are proud of our employees for this achievement,” Chief Communications Officer Keith Stapleton said. “It shows that they are taking the time to listen to our members, and providing trustworthy information to them. It takes every employee working together to provide our member-owners with the high level of service that this score reflects.”

Congratulations to all our employees for a job well done, and thank you to all of our Sam Houston EC members who took time to participate in the recent survey. Your feedback helps us serve you better.

Posted by Communications Specialist Rachel Frey, CCC

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