MEMBER SURVEYS Chris Purdy Vice President, Member Solutions.

MEMBER SURVEYS

Chris PurdyVice President, Member Solutions

ApproachEvery 18 months

Phone only

Statistically valid sample

Purposeful questions

ACSI Score questions for benchmarking

Why Survey

Pulse of the membership• Are they satisfied? Loyal?

Identify areas of improvement

Benchmark against ourselves

Benchmark against other cooperatives

Engagement

Engaged Member

Loyal MemberMemberCustome

r

5

Member IdentityCustomer Member

OVERALL SATISFACTIONDissatisfied (1-5) 13% 3%

Very Satisfied (10) 34% 49%

EXPECTATIONSFallen Short (1-5) 20% 10%

Exceeds (10) 23% 41%

OVERALL SATISFACTIONVery Unlikely (1-5) 21% 6%

Very Likely (10) 42% 70%

6

Going from Good to Great

Percentage of respondents who gave TCEC a 10 rating on overall satisfaction

2013

2015

7

American Customer Satisfaction Index

2013

2015

8

38

30

68

Interest in Wind and/or Solar Products

Extre

mely

Somew

hat

9

Interest in Wind and/or Solar Products

2013

2015

Areas of Improvement

10

Work order process

Outage notifications via text

Identify as members, not customers

11

Next Steps

Focus Groups• Member Identity• Community Solar• Younger Members• LiveWire Newsletter• Oklahoma Living

THANK YOU