Power Talk March 2010 : page21
UNITED COOPERATIVE SERVICES A MONTHLY INSERT FOR MEMBERS OF UNITED COOPERATIVE SERVICES Members Recognize United’s Service as Tops in the Industry W ork: It’s a neces- sity for nearly all of us who aren’t independently wealthy so that we can provide food, shelter and well-being for our fami- lies. Work: It can be stressful. Work: It can be demanding. Work: It can be a grind. Work: It can be rewarding and fortu- nately for United Cooperative Services’ 152 employees, work is not thankless. That’s clearly evident in the high marks members bestowed on the cooperative in the latest American Customer Sat- isfaction Index survey (ACSI). United obtained an industry-recognized stel- lar score of 88 on a 100-point scale in the fourth quarter 2009. “I want to thank the 55,000mem- bers we serve for rating United and every employee so highly when it comes to service,” said United CEO Ray Beavers. “Serv- ing ourmembers and looking out for their best interests are at the top of our company objectives every year, and it’s evident every day in the passion each employee demon- strates inmeet- ing the needs of the membership,” Bea- vers said. Unitedmeasures satisfaction each quarter to ensuremembers receive the high level of service that the co-op is committed to providing. This is one of themany checks and balances that United has in place that helps itmeet the highest reliability standards, cour- teous and knowledgeable service, and cutting-edge technological advance- ments, all for the benefi t of the coop- erative’smembership. “As is customary, United shares the scores each quarter with themem- bership so that they can be assured that nomatter what score we receive, ACSI, PAGE 24 INSIDE THIS ISSUE: FRIGID TEMPS LEAD TO RECORD SYSTEM DEMAND AND MEMBER ENERGY USE PAGE ..... 26 Granting Energy Innovation! ENERGYSMARTS GRANTS BRING WELCOME FINANCIAL AID FOR LOW-INCOME RESIDEN- TIAL EFFICIENCY UPGRADES, PAGE ..... 22 RATE WATCH COMPARES UNITED RATES TO OTHER PROVIDERS, PAGE ..... 27 MANAGER’S PERSPECTIVE: SERVICE, PAGE .....28 MARCH 2010 UNITED COOPERATIVE SERVICES 21 PowerTalk
Members Recognize United's Service As Tops In The Industry
Work: It’s a necessity for nearly all of us who aren’t independently wealthy so that we can provide food, shelter and well-being for our families.
Work: It can be stressful.
Work: It can be demanding. Work: It can be a grind.
Work: It can be rewarding and fortunately for United Cooperative Services’ 152 employees, work is not thankless.
That’s clearly evident in the high marks members bestowed on the cooperative in the latest American Customer Satisfaction Index survey (ACSI). United obtained an industry-recognized stellar score of 88 on a 100-point scale in the fourth quarter 2009.
“I want to thank the 55,000 members we serve for rating United and every employee so highly when it comes to service,” said United CEO Ray Beavers. “Serving our members and looking out for their best interests are at the top of our company objectives every year, and it’s evident every day in the passion each employee demonstrates in meeting the needs of the membership,” Beavers said.
United measures satisfaction each quarter to ensure members receive the high level of service that the co-op is committed to providing. This is one of the many checks and balances that United has in place that helps it meet the highest reliability standards, courteous and knowledgeable service, and cutting-edge technological advancements, all for the benefi t of the cooperative’s membership.
“As is customary, United shares the scores each quarter with the membership so that they can be assured that no matter what score we receive, Our employees understand that all of us can do something better to improve service,” said Beavers.
United’s score in a subcategory that gauges whether members consider the electric cooperative a good value for the money also scored high and improved from the year-earlier period.
“I think our ‘good value’ score can be attributed to a couple of factors,” said Beavers. “First, as a nonprofi t organization, we do everything we can to hold the line on rates, which is why we haven’t raised them in seven years. The other reason is that we’re extremely transparent and demonstrate that every month in Texas Co-op Power magazine when we publish Rate Watch,” he added.
The ACSI, sponsored by the American Society for Quality and administered by the business school at the University of Michigan, tracks consumer satisfaction levels across 16 industries and 190 corporations.
“It’s not just about our member service representatives who have numerous encounters with members.
It’s about every operations employee, every accounting department employee, every information technology employee contributing to the total success of the organization,” said Beavers. “When that teamwork is in motion, United scores well. Knowing this group of employees, I truly believe we’ll continue to score well, because they share a common attribute: They care,” he said.
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