Sam Houston Electric Cooperative members expressed record-high satisfaction with the Cooperative and its employees in a recent survey, which gave the Co-op an American CustomerSatisfaction Index score that topped 92.
“The 2020 ACSI score of 92.25 is our highest ever,” said Keith Stapleton, chief communications officer. “It’s two points higher than 2019 and the second year in a row that we have received an annual score over 90.”
The ACSI is the only national cross-industry measure of customer satisfaction in the United States. Companies from every business sector measure their performance via ACSI, and more than 600 electric cooperatives utilize ACSI.
To gauge Sam Houston EC member satisfaction in 2020, representatives from Oppenheim Research surveyed a randomly selected group of Co-op members each month over the phone.
The researchers asked four questions for the ACSI survey, with responses ranging on a scale from zero to 10:
- How satisfied are you with Sam Houston EC?
- To what extent does Sam Houston EC exceed your expectations?
- How close is Sam Houston EC to the ideal electric company?
- If given a choice, how likely is it that you would choose Sam Houston EC?
“The goal of the ACSI is to create a measurement from four key industry indicators: overall customer satisfaction, how a utility measures up to expectations, how it compares to an ideal utility and customer loyalty,” said Anneleise Oppenheim, president of Oppenheim Research.
Sam Houston EC’s score of 92 is much higher than the energy utility industry’s 2020 average score, which was 72.
