Members Give SECO A Big Thumbs Up

Posted on: January 27, 2014

Sumterville, FL – SECO members recently got to voice their opinions on their Co-op’s performance during 2013. A comprehensive customer satisfaction telephone survey was conducted in late November and December and the results have now been tabulated. The bottom line is that the members gave SECO a great report card.

The survey, conducted annually on behalf of SECO by the National Rural Electric Cooperative Association, lets SECO officials know what is on their member/consumers’ minds and how well they think their utility is being run.

Barry Bowman, SECO Director of Corporate Communications, said, “The 2013 survey resulted in the highest customer satisfaction scores since SECO began surveying members back in 1997. A statistically valid sample of members in Marion, Lake, Citrus and Sumter counties participated. Overall, members continue to think very highly of their cooperative with a mean overall satisfaction rating of 9.29 on a 10-point scale with the vast majority of members giving SECO ratings of 9 or 10.”

Bowman noted that the co-op scored very well on having courteous and friendly employees, having accurate and understandable bills, helping to resolve problems, supporting the local community, being environmentally sensitive, minimizing longer outages and restoring power quickly after an outage, keeping members informed, and delivering good value for the money to name a few of the categories.

The survey also contained a series of standardized questions that enable SECO to be compared to other utilities who seek to rate themselves on the nationally recognized American Customer Satisfaction Index (ACSI).

SECO CEO Jim Duncan said, “On this particular index a score like SECO’s ACSI score of 90 is considered to be world class. Our index ranking for 2013 represents one of the highest in the industry and ranked seven points higher than the average for the nation’s Touchstone Energy Cooperatives and much higher than the ranked investor-owned electric utilities in Florida. In fact, our score of 90 was 15 points higher than the average for the largest investor-owned utilities in the United States.”

“We appreciate the input of our members. Their thoughts help us stay on top of what is important to them. Their overwhelming outpouring of positive responses to the 2013 survey pushed SECO’s customer satisfaction ranking to record heights. So, I want to express my personal thanks to our members for participating in the survey process and for their confidence in our operations. For our part, we will continue to keep the focus on providing our members with the best customer service possible,” Duncan concluded.

SECO was also recently recognized as a J.D. Power “2014 Customer Champion”. SECO joined an elite group of only 50 businesses in the country to garner that honor for 2014.

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