Touchstone Energy Co-ops Shine in Latest Satisfaction Survey
02/20/2004

The electric utility industry average dropped a point while Touchstone Energy cooperatives continued their excellence in the combined Q3-Q4 2003 American Customer Satisfaction Index (ACSI). This marks the fourth consecutive ACSI survey that Touchstone Energy Cooperatives have nailed a score of 80. The electric utility industry average, which has remained stable at 73 since Q1 2002, dropped a “significant” one point to 72, according to the ACSI report. 

In the “Customer Expectations” section of the Q3-Q4 ACSI report, Touchstone Energy cooperatives surged upward three points to an industry-leading 81. The Customer Expectations data is “typically based on past experience with a company, company communications, and news coverage of a company and the industry,” according to ACSI. The industry average is 77. Only Southern Company had a score equivalent to that of Touchstone Energy co-ops.

“Customers are expecting more from their energy providers and the co-ops are answering that call,” said Touchstone Energy Cooperatives Chief Operating Officer Jim Bausell. “This score is evidence that the Touchstone Energy co-ops communications, community involvement and advertising efforts are paying dividends,” he added. “We continue to walk the talk, delivering on our brand promise every day.”

ACSI is one of the most recognized customer satisfaction indices in the United States. It's managed by the University of Michigan Business School and sponsored by the American Society for Quality. It measures customers' satisfaction in 16 major industries and 190 leading corporations. The index is a weighted average of three questions on a 0 to 100 scale.

Touchstone Energy is a national alliance of local, consumer-owned electric cooperatives providing high standards of service to customers large and small. More than 600 Touchstone Energy cooperatives in 44 states are delivering energy and energy solutions to approximately 17 million customers every day. Touchstone Energy cooperatives serve their members with integrity, accountability, innovation and a longstanding commitment to communities.

For a listing of Kentucky Touchstone Energy Cooperatives click here.

Kentucky Association of Electric Cooperatives, Inc. 4515 Bishop Lane * Louisville, KY  40218 502-451-2430 * FAX: 502-459-3209 Terms of Use