Customer Satisfaction Survey Shows Iowa Lakes in Favorable Light
Your Cooperative's Board of Directors and employee team would like to thank those of you who took part in your Cooperative's fourth annual American Customer Satisfaction Index (ACSI) survey. The ACSI survey is one of the most recognized customer satisfaction indices in the United States and is one of the most effective tools for measuring customer satisfaction. The survey results are used to track trends in member-owner satisfaction and to compare the Cooperative's ACSI score to other electric cooperatives and the electrical utility industry in order to make improvements.
The same ACSI questions are used year after year and throughout the electric industry making the ACSI survey the only statistically valid comparison that provides a uniform, cross-industry measure of customer satisfaction. During the telephone survey conducted December 2008, a group of 250 randomly selected member-owners were asked to evaluate the Cooperative based on the four ACSI questions.
Your Cooperative is pleased to report that the survey results showed that member-owners are very satisfied and are loyal to their Cooperative as indicated in the 2008 ACSI results below:
- 92 percent of the member-owner respondents said they are somewhat or very satisfied with Iowa Lakes
- 84 percent of the member-owner respondents would choose Iowa Lakes as their electricity provider
- 88 percent of the member-owner respondents said Iowa Lakes has exceeded their expectations
- 86 percent of the member-owner respondents said Iowa Lakes was very close to being an ideal utility company
Based on the results of the four questions, Iowa Lakes was awarded an ACSI score of 86 - which is well above average compared to other Touchstone Energy Cooperatives with an average score of 79 and the electric industry average score of 73. An ACSI score of 86 places Iowa Lakes Electric Cooperative 13 points higher than the utility industry average!
This marks the fourth consecutive year that our member-owners have given Iowa Lakes top marks in customer satisfaction! "I would like to extend my personal thanks to each and every employee team member for your individual efforts to meet and exceed our member-owners expectations while providing safe and reliable electricity," says President/CEO, Terry L. Bruns.
For more national information about ACSI refer to www.theACSI.org.
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