member surveys chris purdy vice president, member solutions
DESCRIPTION
Why Survey Pulse of the membership Are they satisfied? Loyal? Identify areas of improvement Benchmark against ourselves Benchmark against other cooperativesTRANSCRIPT
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MEMBER SURVEYS
Chris PurdyVice President, Member Solutions
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ApproachEvery 18 months
Phone only
Statistically valid sample
Purposeful questions
ACSI Score questions for benchmarking
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Why Survey
Pulse of the membership• Are they satisfied? Loyal?
Identify areas of improvement
Benchmark against ourselves
Benchmark against other cooperatives
![Page 4: MEMBER SURVEYS Chris Purdy Vice President, Member Solutions](https://reader036.vdocuments.us/reader036/viewer/2022062223/5a4d1aee7f8b9ab05997ccbd/html5/thumbnails/4.jpg)
Engagement
Engaged Member
Loyal MemberMemberCustome
r
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Member IdentityCustomer Member
OVERALL SATISFACTIONDissatisfied (1-5) 13% 3%
Very Satisfied (10) 34% 49%
EXPECTATIONSFallen Short (1-5) 20% 10%
Exceeds (10) 23% 41%
OVERALL SATISFACTIONVery Unlikely (1-5) 21% 6%
Very Likely (10) 42% 70%
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Going from Good to Great
Percentage of respondents who gave TCEC a 10 rating on overall satisfaction
2013
2015
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American Customer Satisfaction Index
2013
2015
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8
38
30
68
Interest in Wind and/or Solar Products
Extre
mely
Somew
hat
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Interest in Wind and/or Solar Products
2013
2015
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Areas of Improvement
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Work order process
Outage notifications via text
Identify as members, not customers
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Next Steps
Focus Groups• Member Identity• Community Solar• Younger Members• LiveWire Newsletter• Oklahoma Living
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THANK YOU