EnergyUnited Ranked 7th Among Cooperatives In The J.D. Power 2023 Electric Utility Residential Customer Satisfaction Study
EnergyUnited is proud to announce the cooperative ranked 7th for Customer Satisfaction for residential electric service among cooperatives in the J.D. Power 2023 Electric Utility Residential Customer Satisfaction Study. The cooperative’s overall satisfaction score of 779 (based on a 1,000-point scale) was 26 points higher than the segment average 753. This achievement highlights the cooperative’s commitment to providing safe, affordable, reliable and sustainable service.
“We are honored to be recognized by J.D. Power in Customer Satisfaction,” said Thomas Golden, chief executive officer of EnergyUnited. “Our team of employees is member-focused and continually driven by the desire to exceed the highest standards of service in our industry.”
Customer satisfaction is a key focus for EnergyUnited as a member-owned electric cooperative. In fact, the cooperative leverages customer satisfaction insights to shape each of its programs and strategic initiatives.
“Currently, members who call EnergyUnited can speak with a teammate in 14 seconds or less,” said LaQuisha Parks, vice president, Energy Services and Corporate Communications. “Our members matter to us, and every decision we make is driven by our commitment to care for our members.”
Last year, EnergyUnited utilized satisfaction data to strengthen its Member Support team by implementing a new phone system. As a result of this investment, the team now has access to more real-time data, greater visibility of active calls and enhanced reporting to better serve cooperative members.
As a member-owned, democratically governed electric cooperative, EnergyUnited is inspired by the stories and experiences of its members. These perspectives ultimately shape The EnergyUnited Way of doing business.
MEMBER SUPPORT TESTIMONIALS
“One member recently moved to a new home and said that this was the saddest part of their move – knowing that they would no longer be an EnergyUnited member.” Melanie, Member Support Team
“My best stories are those from our members who genuinely need help. They have tried every way possible to find resources to pay their bill, but to no avail. As a last resort they call us and explain their situation and we can help them! That is the feeling that we strive for! To be able to hear the gratitude and relief in someone’s voice makes our hearts smile.” Janice, Member Support Team
“When a Tornado hit the Statesville area, I received a call from a lady member calling to report the outage. She said it is bad here and then she said…I can see it and she started screaming and I told her to take cover.” Wanda, Member Support Team
“I enjoy helping elderly members set up their account on My EnergyHub, especially after closing due to covid. Hearing the relief in their voices to know how easy it was.” Sharon, Member Support Team
J.D. POWER is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior,
J.D. Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 55 years. The world’s leading businesses across major industries rely on J.D. Power to guide their customer-facing strategies.
J.D. Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The J.D. Power auto-shopping tool can be found at JDPower.com.
ABOUT ENERGYUNITED
EnergyUnited Electric Membership Corporation (EMC) is the largest electric cooperative in North Carolina with 140,178 member connections. Headquartered in Statesville, EnergyUnited provides electric service in portions of 19 counties in west central North Carolina which include Alexander, Cabarrus, Caldwell, Catawba, Davidson, Davie, Forsyth, Gaston, Guilford, Iredell, Lincoln, Mecklenburg, Montgomery, Randolph, Rockingham, Rowan, Stokes, Wilkes and Yadkin. Visit energyunited.com to learn more about the cooperative’s energy services and community programs.
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