Sam Houston Electric Cooperative is one of the best performing electric utilities in the United States, according to the most recent American Customer Satisfaction Index report by Touchstone Energy.
The Co-op’s score of 91 is the second-highest score recorded during the second quarter and is 17 points higher than the average score of 74, as reported in the American Customer Satisfaction Index Energy Utilities Study 2022-2023.
Sam Houston EC regularly ranks at or near the top of the annual American Customer Satisfaction Index for all businesses, including the electric utility sector.
“Our members have come to expect excellent service,” CEO Doug Turk said. “Our employees’ dedication to improving the distribution system, while also remembering that our members are friends and neighbors, are the reasons we continue to measure highly, even compared to other electric cooperatives across the country.”
To gauge Sam Houston EC member satisfaction, representatives from SkyBase7 (formerly known as Oppenheim Research) survey a randomly selected group of Co-op members each month by phone.
The researchers ask 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?
"Feedback from our consumer-members via the survey helps shape improvements to Sam Houston EC’s processes and programs,” said Rachel Frey Hawkins, chief communications officer. “When consumer-members provide feedback to the Co-op, their thoughts are carefully reviewed, and then used to improve the way we do business.”
Touchstone Energy® helps its member cooperatives strengthen their relationships with their members. It is a national network of electric cooperatives across 46 states that provides research, communications resources, and employee training programs to help its member cooperatives better engage and serve their members.
