Transcript Member Engagement Index - Oklahoma Association of Electric

Helping Cooperatives
Build
Member Engagement
TSE Services
Background
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Not-for-profit market research division of North
Carolina Association of Electric Cooperatives
Member Satisfaction Tracking System used by
over seventy co-ops in twenty three states
Touchstone Energy’s market research partner
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National Survey on the Cooperative Difference
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Author of the Best Practices Knowledgebase
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Instructor and consultant for Strategy
Execution System and Balanced Scorecard
implementation
TSE Services
Background
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Appliance Saturation Surveys for G&Ts
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Oglethorpe, Old Dominion, Brazos, NCEMC
Custom Market Surveys
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Community Solar
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Magazine Readership
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Environmental attitudes
Focus Group Facilitation
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Traditional and on-line
TSE Services’ Market
Research Participants
TSE Services
Member Satisfaction Systems
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Residential Satisfaction Tracking System
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Operational Metric Benchmarking System
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On-going, transaction specific sampling
Link objective measures of operational
performance to member perceptions
Business Satisfaction Tracking System
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Small to medium business benchmarking
Executive interviews for key accounts
Member Satisfaction Tracking
Scope For Residential Sampling
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Contact population
Outage
 New service
 General service
 Call center contact
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Walk-ins
Diversified services
Temp-to-perm
Right-of-way
General population
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Non-contact sample
Benchmark for contact groups
TSE Services
Satisfaction Benchmarking Group
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4-County, MS
Agralite, MN
Blue Grass Energy, KY
Blue Ridge, NC
Brunswick, NC
Carroll, GA
Central Alabama, AL
Central EMC, NC
Central Georgia, GA
Central REC, OK
Central Virginia, VA
Clark Energy, KY
Claverack, PA
Clay, FL
Coastal, GA
Cobb EMC, GA
Coos Curry EC, OR
CoServ, TX
Cotton, OK
Duck River, TN
Edgecombe Martin, NC
EnergyUnited, NC
Farmers, KY
Farmers, TX
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Flint Energies, GA
Four County, NC
Grayson-Collins, TX
Great Lakes Energy, MI
Greystone Power, GA
Habersham, GA
Haywood, NC
Hendricks Power, IN
Hickman-Fulton, KY
Jackson, GA
Jackson Energy, KY
Jones Onslow, NC
Kenergy, KY
Lumbee River, NC
Meade, KY
Mecklenburg, VA
Middle Tennessee, TN
Mid-South Synergy, TX
New Hampshire, NH
Northeastern, IN
Northern Virginia, VA
Owen EC, KY
Pedernales, TX
Pee Dee, NC
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Pennyrile, KY (2016)
Piedmont, NC
Poudre Valley, CO
Powder River, WY
Randolph, NC
Rappahannock, VA
Roanoke, NC
Salt River, KY
San Isabel, CO
South Central Power, OH
South Kentucky, KY
South River, NC
Southside, VA
Trico, AZ
Tri-County, PA
Union Power, NC
United Co-op Services, TX
United Power, CO
Victory, KS
Warren, KY
Wake, NC
West River, SD
Wheatland, KS
White River Valley, MO
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60
G CenterPoint Energy
G/E Sempra Energy
G Atmos Energy
Touchstone Energy
E First Energy
E Southern
E Edison International
E NextEra Energy
G/E NiSource
G/E PPL
G/E Xcel Energy
All Others - Cooperative Utilities
E Entergy
G/E DTE Energy
Salt River Project
G/E Ameren
G/E Dominion Resources
G/E MidAmerican
Investor Owned Utilities
E Duke Energy
G/E CMS Energy
G/E PG&E
Municipal Utilities
All Others - Municipal Utilities
CPS Energy
All Others - Investor Owned Utilities
G/E Consolidated Edison
G/E Pepco Holdings
G/E PSEG
Los Angeles Water&Power
E American Electric Power
G/E Exelon
G/E Eversource Energy
92
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TSE Services Group
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ACSI Scores, 2nd
Quarter,
2015
Figure 1
ACSI Overall Satisfaction Index: 1st - 2nd Q 2015
TSE Services
Group vs. Industry
TSE 82
82
Touchstone 77
80
78
76
74
72
70
68
66
64
62
Transaction Performance
Cooperative vs Benchmarking Group
Comparison of Satisfaction
By Type of Contact
Between Blue Ridge EMC and the Quarterly Benchmark
10.00
9.00
8.00
7.00
6.00
5.00
Quarterly Benchmark
Mean Rating
Lower
Upper
Service Performance and Image
Cooperative vs Benchmarking Group
Comparison of Performance
By Service Activity
Between Southside EC and the Quarterly Benchmark
10.00
9.00
8.00
7.00
6.00
5.00
Quarterly Benchmark
Mean Rating
Lower
Upper
Cooperative Difference Survey
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Drives Touchstone Energy’s brand strategy
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Annual effort since 2004
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Eight G&Ts or Statewides have joined in
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Over 400 distribution cooperative participants
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78 cooperatives involved in 2014-15 comprising
20,000 interviews
Satisfy
& Engage
Community
Engagement
Goal of
Low Cost
Dialog
Core
Services
Add
Value
Satisfaction
Engagement
Member Engagement Index
National Benchmark
100
95
2014-2015 Cooperative Difference Participants
90
85
80
75
70
65
60
55
50
How Should We Inform You About An Outage?
18 to 24
25 to 34
35 to 44
45 to 54
55 to 64
65 to 74
75 or older
100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
Phone Call
Text Message
Email
Social Media
Outage Map
Value of Outage Information by Age
10.0
18 to 24
25 to 34
35 to 44
45 to 54
55 to 64
65 to 74
75 or older
9.5
9.0
8.5
8.0
7.5
7.0
6.5
6.0
Your electric
What caused
cooperative is
the outage
already aware of
the outage
How many
people were
affected
That a crew is How long it will
on the way
take to restore
power
Outage Satisfaction by Information Shared
If Not Provided
If Provided
-1.35
-0.63
-0.67
(0.5)
Outage cause
0.76
-0.19
(1.0)
Estimated restore time
0.75
-0.35
(1.5)
Crew is on the way
0.51
How many members affected
0.57
Co-op aware of the outage
0.22
0.0
0.5
1.0
1.5
How to get a '10' on Outage Satisfaction
by Information Shared
800%
700%
Percent
Increase in
Chances of
Getting a '10'
in Outage
Satisfaction
600%
500%
400%
300%
200%
100%
0%
Time to
Restore
Outage
Cause
Crew on
the Way
Outage
Cause
Time to
Restore
Outage
Cause
Outage
Cause
Time to
Restore
Crew on
the Way
Crew on
the Way
Crew on
the Way
Time to
Restore
% Very Likely to Take Advantage of Service
Outage Alerts by Text, Email or Phone
High Usage Alerts
Usage Portal with Peer Comparison
Energy Efficiency Checklist
Community Solar
Outage Maps for Smart Phone
Advice on Efficiency from Co-op
On-Bill Financing for Efficiency
Roof Top Solar Lease
Contractor Qualifications
Co-op Connections Card
Remote Thermostat and Temp
Pre-Pay Electricity
0%
10%
20%
30%
40%
50%
60%
70%
Where Do You Turn for Answers Regarding
Energy Related Matters?
100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
Co-ops Participating in the 2014 Survey on the Cooperative Difference
Electric Provider (Coop)
Internet
Media
Customer Service
Electrician
Family/Friend
2015 National Survey Update
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Fielding to begin in October
20 independent cooperatives enrolled
10 being sponsored by Touchstone Energy
Regional Surveys
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North Carolina’s 26 cooperatives
Tennessee Electric Cooperative Association
Top-lines by year end, reports in Q1 ‘16
Core Deliverables
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American Consumer Satisfaction Index
Member Engagement Index
Ratings on core service, image and community
activities against national benchmarks
Key drivers of satisfaction and engagement
Technology utilization and social media
Demographic breakdown of each participating
cooperative’s membership
New Content Areas
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Trusted Energy Advisor
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Where do you turn for energy advice and why?
What was your experience?
What are you looking for in an energy advisor?
Environmental Segmentation
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Attitudes towards climate change
What drives interest in renewable energy and
energy efficiency
New Content Areas
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Value Added Services
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Community solar and roof top leases
Energy efficiency portals
Smart home and ‘Internet of Things’
Demand response programs
To enroll in the 2015 project:
Visit TSEServices.com
[email protected]
888-890-3609