In 2024, we are focused on service excellence. We recognize that service excellence is a journey — an ongoing endeavor — and we want to adapt to meet our members’ expectations. That’s why we conducted a member satisfaction survey this past spring.

We are very appreciative of the 1,102 members who shared their feedback, providing us with a statistically significant result.

OUR FINDINGS

The survey results indicate that member satisfaction is driven primarily by cost, reliability of electric service, and the timeliness of power restoration.

OUR PLANS

We are committed to putting our members’ needs first and want to share some of the ways we plan to serve you better.

TO MANAGE COSTS:

• Providing 15-minute interval data in SmartHub to help you diagnose energy usage patterns

• Conducting a cost-of-service study to introduce a time-of-use rate structure

• additional cost controls

TO IMPROVE RELIABILITY:

• Updating our technology to provide additional automation, outage mitigation, and demand management functionalities

• Replacing aging copper conductor and poles throughout our service area

TO EXPEDITE POWER RESTORATION:

• Implementing distribution automation to isolate outages as quickly as possible

OUR COMMITMENT

Because we are a not-for-profit electric cooperative owned by the people we serve, we are dedicated to putting our members’ needs first. Based on the survey results, we will continue to make additional plans for improvement, using the insights we’ve gained to aid in our annual strategic planning process.