Cape Hatteras Electric Cooperative (CHEC) recently participated in the National Survey on the Cooperative Difference (NSCD), commissioned by Touchstone Energy.
Over 8,500 members of 39 electric cooperatives from across the country were contacted to complete the survey this year.
This annual exploration into members’ opinions about the “cooperative difference” as well as core performance attributes and emerging industry trends, provides co-ops with insights to help better understand the evolving needs of their members and build strategic plans.
The survey also yields an overall American Customer Satisfaction Index (ACSI®) score.
CHEC received the highest ACSI score out of all participating cooperatives which also received an ACSI score, coming in at 92.
That is seven points higher than the average national cooperative benchmark and an impressive 20 points higher than the investor-owned utility benchmark of 72*.
This is also the second time in three years that CHEC has received the highest score of all NSCD participants.
“CHEC’s score and ranking reflect directly on the dedication to excellence put forth by our employees both in the field and in the office,” stated CHEC in a press release. “It is both rewarding and inspiring to know that our service and hard work is appreciated by the membership.
“Thank you to our members who took the time to answer the survey questions. The results have given us valuable insight into member expectations and areas in which we can improve going forward.”
*Score for Investor-Owned Utilities taken from the syndicated 2023 ACSI® Energy Utilities Study. Results based on data provided by Cooperative Insights, collected between July and August 2023. ACSI did not regulate the survey administration or sample size. ACSI and its logo are registered trademarks of the American Customer Satisfaction Index LLC.