Dear KEC Member,

As a member of Kootenai Electric Cooperative your feedback on how well we are meeting your needs is crucial. You can help us with this by taking our annual member satisfaction survey. The survey asks standardized questions developed by the American Customer Satisfaction Index (ACSI®). These questions help us gauge our members’ experiences, expectations, ideal utility and choice. The ACSI® is the only national cross-industry measure of customer satisfaction in the United States. We provide the survey results to the ACSI® which then uses its proprietary algorithm to calculate an outcome score out of a possible 100. We use the results of this survey to measure how well we are living our strategic goal of providing exceptional service.

How are we doing? The average investor-owned utility’s ACSI® score is 72, while the average ACSI® score for an electric cooperative is 73. Last year, our members rated KEC with an ACSI® score of 89. While this is a score we are proud of, we don’t think it’s good enough. Our strategic goal is an ACSI® score of 90.

The feedback you provide helps us learn how we can improve. If you think we are doing a good job, please tell us so. If we need to do better, please share that as well. Most importantly, share your comments while taking the survey. Your opinion matters! You can count on us to review every comment we receive.

Please complete the survey by September 30, 2021 and you will be entered into a drawing for a $300 KEC bill credit. One survey per membership please. The bill credit winner will be announced in the February newsletter. You can contact us online anytime or call us Monday-Thursday, 7 a.m.-5:30 p.m. at (208) 765-1200.

Sincerely,

Douglas A. Elliott
KEC General Manager/CEO

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