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Medina EC News

Medina EC Exceeding Member Expectations in ACSI Scores

Latest survey shows an increase in member satisfaction

Medina Electric Cooperative completed two surveys to receive an American Customer Satisfaction Index (ACSI®) score of 88, on a scale of 0-100, for the first and second quarters of 2023. By comparison, cooperative energy utilities on average scored a 76 on the 2023 ACSI Utility Sector Report for the first quarter. Investor-owned and municipal energy utilities both averaged a 74 for the first quarter ACSI results.

Medina EC’s ACSI score dipped in 2022, but the most recent score shows a 3-point growth from our lowest score in November 2022.

“We are pleased with our performance’s progress,” CEO Trey Grebe said. “And we look forward to continuing to meet and exceed our members’ expectations and furthering the co-op difference.”

The American Customer Satisfaction Index is the only national cross-industry measure of customer satisfaction in the United States. Each year, the ACSI uses data from interviews with roughly 500,000 customers as inputs to an econometric model for analyzing customer satisfaction with more than 400 companies in 40+ industries and 10 economic sectors. ACSI data has proven to be strongly related to several essential indicators of micro- and macroeconomic performance.

Medina EC’s ACSI survey quantifies overall member satisfaction, the likelihood of choosing Medina EC, comparison to the ideal utility and meeting our members’ expectations. The survey also gathers information on operations, member services and communications, rates and fees, outage response, community support, and more.

The information gathered in the survey is used to help the cooperative identify processes that are working but also helps the co-op learn about areas for improvement. Medina EC would like to thank members who have participated in any of the ACSI surveys. The next ACSI survey is scheduled for August. As always, Medina EC values any feedback at anytime. Please reach out to Medina EC with any comments, concerns or general questions.