Client Stories

Community Electric Cooperative

Paperless Billing Promotion

Net Promoter Score is an important tool for measuring member loyalty, and when member scores are tracked over time, the value is even greater.


Community Electric Cooperative

Key Challenge

Community Electric Cooperative desires to use Net Promoter Score as a key performance metric. Beyond just monitoring the score, CEC creates strategic communication plans aimed at moving members to a higher level of engagement. “Detractor” comments are used to drive email series messaging, and a follow up survey is conducted to measure change.

Result

Net Promoter Score Improvement.

 

Stats

  • 65 → 76 NPS in targeted group
  • +11 point increase after strategic communication campaigns
  • Demonstrates measurable impact of turning Detractor feedback into engagement actions

Services Used

Explore Our Services
  • Email Design
  • Email Fulfillment
  • Analytics