As part of our commitment to continuous improvement, EECA conducted a Member Satisfaction Survey during the summer of 2024 to gauge how well we are meeting member expectations.
The survey assessed overall satisfaction, attitudes toward our services and communication preferences, and the results determined our American Customer Satisfaction Index (ACSI) – a national satisfaction score, Cooperative Attitude and Performance Score (CAPS), and Net Promoter Score (NPS).
We’re excited to share that our member’s input helped our cooperative achieve a CAPS score of 92 and ACSI score of 88, which are exceptional compared to others nationwide!
“These scores reflect the hard work and dedication of our employees who continue to provide outstanding service and keep our members satisfied,” said Shane Hermetz, EVP and General Manager of EECA.
To explore the detailed findings and gain a deeper understanding of the results, you can access the full report findings here. (Please note that in addition to measuring our own performance, the survey compared our results to other participating cooperatives, with EECA being coded as 10.)
The survey was facilitated by the Association of Illinois Electric Cooperatives (AIEC) and compiled by Inside Information, Inc. We received 464 completed responses from a random sample of our residential members.
Thank you to our employees for making these exceptional scores possible, and to our members for your continued trust and support!