Monthly surveys and feedback cards help Clark County REMC keep its finger on the pulse of its membership, while building loyalty.
The 18,000-member Sellersburg, Ind., co-op worked with Inside Information, a Kansas City database marketing firm, to plan and carry out a comprehensive member satisfaction and loyalty campaign.
“We see this as more of a communications outreach effort with our members, in addition to conducting surveys to get their attitudes and measure satisfaction,” says David Vince, the coop’s general manager. “It means so much to members when we contact them individually about their service. It shows them that we really do care about them.”
Clark County REMC’s members appear to have gotten the message. The number of consumers who are somewhat or very satisfied with the co-op grew to 86 percent last year, up from 78 percent two years earlier.
As part of the service, Inside Information sends postcards to members who’ve experienced power outages or service calls, asking them to click on the coop’s Web site and provide their feedback. Other members are selected at random to take part in monthly telephone surveys.
“We are excited to get this feedback in a regular and consistent format,” says Denise Adams, the co-op’s marketing and customer service manager. “Our members deserve quick reaction to any issues, and now we will be able to evaluate customer service and make the necessary changes right away.”
Contact: Julie Elliott, Inside Information, (877) 873-3777, or www.inside-info.com; or David A. Vince, Clark County REMC, (800) 462-6988.
April 2005 RE Magazine "Connections" Advertising Supplement This advertising supplement shows how NRECA Associate/Service Members help electric co-ops solve operational problems and improve customer service. For information about Associate Membership, contact Nancy McMahen: (800) 230-2601 or nancy.mcmahen@nreca.coop. Or visit the NRECA Web site: www.nreca.coop/assoc .
Clark County's Communications Outreach
“We see this as more of a communications outreach effort with our members, in addition to conducting surveys to get their attitudes and measure satisfaction. It means so much to members when we contact them individually about their service. It shows them that we really do care about them.”
David Vince General Manager Clark County REMC www.theremc.com
