SECO Energy has scored an impressive 91 in the American Customer Satisfaction Index (ACSI) for 2021. SECO’s 91 score was measured as part of the not-for-profit electric cooperative’s member satisfaction survey and calculated by ACSI. SECO has scored a 91 in the ACSI for two years in a row.
The American Customer Satisfaction Index provides a one-of-a-kind, cross-industry measurement of customer satisfaction in the United States. Each year, the ACSI uses data from interviews with roughly 300,000 customers as inputs to an econometric model for analyzing customer satisfaction with more than 400 companies in 46 industries and 10 economic sectors. ACSI data has proven to be strongly related to several essential micro and macroeconomic performance indicators.
At the end of 2021, the National Rural Electric Cooperative Association (NRECA) conducted the membership survey on SECO Energy’s behalf, including the ACSI metrics. The NRECA contacted a member sampling by email to ask about their unique experience with the cooperative. Members rated SECO with an impressive ACSI score of 91, maintaining its high score for two years.
SECO Energy’s ACSI score is impressive when compared to average ACSI scores in the Energy Utilities Sector. The average ACSI score for energy utilities as an industry ties its 2020 score at 72. Nationally, cooperative utilities averaged 73 in 2021 – the same as 2020. Investor-owned utilities averaged 72 while municipal utilities averaged 71.
CEO Curtis Wynn is proud of SECO’s continued high customer satisfaction scores. Wynn stated, “We are honored to learn that SECO Energy members surveyed by the ACSI rated SECO with a customer satisfaction score of 91. Our score of 91 shows that SECO is both a state and national frontrunner when compared to investor-owned and municipal utilities as well as our cooperative peers. On behalf of our 400+ employees who strive to provide exceptional customer satisfaction every day, we thank the members who rated us highly.”
SECO Energy has received national attention and three J.D. Power trophies for its exceptional customer satisfaction rankings. In the 2015 J.D. Power study, SECO Energy was ranked “Highest in Customer Satisfaction Among Midsize Utilities in the South.” And in 2016 and 2017, SECO was ranked “Highest in Customer Satisfaction Among Cooperatives.”