Member Feedback Survey

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* 1. Name:

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* 2. What is your age?

18-24 years old

25-34 years old

35-44 years old

45-54 years old

55-64 years old

65-74 years old

75 or older

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* 3. What is your gender?

Male

Female

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* 4. Email address:

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* 5. Service address:

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* 6. How long have you been a Cobb EMC member?

1 year or less

2-5 years

5-10 years

10 years or more

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* 7. Please consider all your experiences to-date with Cobb EMC. Using a 10-point scale on
which "1" means "very dissatisfied" and "10" means "very satisfied," how satisfied are you with
Cobb EMC?

Don't know

Other (please specify)

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* 8. To what extent has Cobb EMC fallen short of your expectations or exceeded your
expectations? Using a 10-point scale on which "1" means "falls short of your
expectations" and "10" means "exceeds your expectations," to what extent has Cobb EMC
fallen short of or exceeded your expectations?

Don't know

Other (please specify)

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* 9. How well do you think Cobb EMC compares with an ideal utility company?
Please use a 10-point scale on which "1" means "not very close to the ideal," and "10" means
"very close to the ideal."

Don't know

Other (please specify)

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* 10. If you had a choice, how likely is it that you would choose Cobb EMC as your electric provider again? Using a 10-point scale on which "1" means "very unlikely" and "10" means "very likely," how likely is it that it will be Cobb EMC again?

Don't know

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* 11. Now assume you have a friend or family member who is moving to your area and they could
choose electric providers. How likely is it that you would recommend Cobb EMC to them?
Using a 10-point scale on which "1" means "very unlikely" and "10" means "very likely," how
likely is it that you would recommend Cobb EMC?

Don't know

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* 12. Please rate your level of agreement with the following statements concerning Cobb EMC. Using a scale from 1 to 10 where 1 means "strongly disagree" and 10 means "strongly agree,” how much do you agree that Cobb EMC...

	1	2	3	4	5	6	7	8	9	10	Don't know
1. Provides reliable service	1. Provides reliable service 1	1. Provides reliable service 2	1. Provides reliable service 3	1. Provides reliable service 4	1. Provides reliable service 5	1. Provides reliable service 6	1. Provides reliable service 7	1. Provides reliable service 8	1. Provides reliable service 9	1. Provides reliable service 10	1. Provides reliable service Don't know
2. Handles complaints and problems promptly	2. Handles complaints and problems promptly 1	2. Handles complaints and problems promptly 2	2. Handles complaints and problems promptly 3	2. Handles complaints and problems promptly 4	2. Handles complaints and problems promptly 5	2. Handles complaints and problems promptly 6	2. Handles complaints and problems promptly 7	2. Handles complaints and problems promptly 8	2. Handles complaints and problems promptly 9	2. Handles complaints and problems promptly 10	2. Handles complaints and problems promptly Don't know
3. Has a goal to provide electricity at the lowest possible cost	3. Has a goal to provide electricity at the lowest possible cost 1	3. Has a goal to provide electricity at the lowest possible cost 2	3. Has a goal to provide electricity at the lowest possible cost 3	3. Has a goal to provide electricity at the lowest possible cost 4	3. Has a goal to provide electricity at the lowest possible cost 5	3. Has a goal to provide electricity at the lowest possible cost 6	3. Has a goal to provide electricity at the lowest possible cost 7	3. Has a goal to provide electricity at the lowest possible cost 8	3. Has a goal to provide electricity at the lowest possible cost 9	3. Has a goal to provide electricity at the lowest possible cost 10	3. Has a goal to provide electricity at the lowest possible cost Don't know
4. Communicates with you about rising electricity costs	4. Communicates with you about rising electricity costs 1	4. Communicates with you about rising electricity costs 2	4. Communicates with you about rising electricity costs 3	4. Communicates with you about rising electricity costs 4	4. Communicates with you about rising electricity costs 5	4. Communicates with you about rising electricity costs 6	4. Communicates with you about rising electricity costs 7	4. Communicates with you about rising electricity costs 8	4. Communicates with you about rising electricity costs 9	4. Communicates with you about rising electricity costs 10	4. Communicates with you about rising electricity costs Don't know
5. Gives money back to you when revenues exceed costs	5. Gives money back to you when revenues exceed costs 1	5. Gives money back to you when revenues exceed costs 2	5. Gives money back to you when revenues exceed costs 3	5. Gives money back to you when revenues exceed costs 4	5. Gives money back to you when revenues exceed costs 5	5. Gives money back to you when revenues exceed costs 6	5. Gives money back to you when revenues exceed costs 7	5. Gives money back to you when revenues exceed costs 8	5. Gives money back to you when revenues exceed costs 9	5. Gives money back to you when revenues exceed costs 10	5. Gives money back to you when revenues exceed costs Don't know
6. Restores power quickly following an outage	6. Restores power quickly following an outage 1	6. Restores power quickly following an outage 2	6. Restores power quickly following an outage 3	6. Restores power quickly following an outage 4	6. Restores power quickly following an outage 5	6. Restores power quickly following an outage 6	6. Restores power quickly following an outage 7	6. Restores power quickly following an outage 8	6. Restores power quickly following an outage 9	6. Restores power quickly following an outage 10	6. Restores power quickly following an outage Don't know
7. Keeps you informed when they are working in your area	7. Keeps you informed when they are working in your area 1	7. Keeps you informed when they are working in your area 2	7. Keeps you informed when they are working in your area 3	7. Keeps you informed when they are working in your area 4	7. Keeps you informed when they are working in your area 5	7. Keeps you informed when they are working in your area 6	7. Keeps you informed when they are working in your area 7	7. Keeps you informed when they are working in your area 8	7. Keeps you informed when they are working in your area 9	7. Keeps you informed when they are working in your area 10	7. Keeps you informed when they are working in your area Don't know
8. Is doing more to control rising prices than other companies you use	8. Is doing more to control rising prices than other companies you use 1	8. Is doing more to control rising prices than other companies you use 2	8. Is doing more to control rising prices than other companies you use 3	8. Is doing more to control rising prices than other companies you use 4	8. Is doing more to control rising prices than other companies you use 5	8. Is doing more to control rising prices than other companies you use 6	8. Is doing more to control rising prices than other companies you use 7	8. Is doing more to control rising prices than other companies you use 8	8. Is doing more to control rising prices than other companies you use 9	8. Is doing more to control rising prices than other companies you use 10	8. Is doing more to control rising prices than other companies you use Don't know

Other (please specify)

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* 13. Again, using that same 10 point scale where 1 means "disagree strongly" and 10 means "agree strongly,” how much do you agree that Cobb EMC...

	1	2	3	4	5	6	7	8	9	10	Don't know
1. Provides a good value for the money you spend	1. Provides a good value for the money you spend 1	1. Provides a good value for the money you spend 2	1. Provides a good value for the money you spend 3	1. Provides a good value for the money you spend 4	1. Provides a good value for the money you spend 5	1. Provides a good value for the money you spend 6	1. Provides a good value for the money you spend 7	1. Provides a good value for the money you spend 8	1. Provides a good value for the money you spend 9	1. Provides a good value for the money you spend 10	1. Provides a good value for the money you spend Don't know
2. Always treats you fairly	2. Always treats you fairly 1	2. Always treats you fairly 2	2. Always treats you fairly 3	2. Always treats you fairly 4	2. Always treats you fairly 5	2. Always treats you fairly 6	2. Always treats you fairly 7	2. Always treats you fairly 8	2. Always treats you fairly 9	2. Always treats you fairly 10	2. Always treats you fairly Don't know
3. Is a name you can always trust	3. Is a name you can always trust 1	3. Is a name you can always trust 2	3. Is a name you can always trust 3	3. Is a name you can always trust 4	3. Is a name you can always trust 5	3. Is a name you can always trust 6	3. Is a name you can always trust 7	3. Is a name you can always trust 8	3. Is a name you can always trust 9	3. Is a name you can always trust 10	3. Is a name you can always trust Don't know
4. Looks out for your best interests	4. Looks out for your best interests 1	4. Looks out for your best interests 2	4. Looks out for your best interests 3	4. Looks out for your best interests 4	4. Looks out for your best interests 5	4. Looks out for your best interests 6	4. Looks out for your best interests 7	4. Looks out for your best interests 8	4. Looks out for your best interests 9	4. Looks out for your best interests 10	4. Looks out for your best interests Don't know
5. Always delivers on what they promise	5. Always delivers on what they promise 1	5. Always delivers on what they promise 2	5. Always delivers on what they promise 3	5. Always delivers on what they promise 4	5. Always delivers on what they promise 5	5. Always delivers on what they promise 6	5. Always delivers on what they promise 7	5. Always delivers on what they promise 8	5. Always delivers on what they promise 9	5. Always delivers on what they promise 10	5. Always delivers on what they promise Don't know
6. Helps you learn to manage your electricity usage	6. Helps you learn to manage your electricity usage 1	6. Helps you learn to manage your electricity usage 2	6. Helps you learn to manage your electricity usage 3	6. Helps you learn to manage your electricity usage 4	6. Helps you learn to manage your electricity usage 5	6. Helps you learn to manage your electricity usage 6	6. Helps you learn to manage your electricity usage 7	6. Helps you learn to manage your electricity usage 8	6. Helps you learn to manage your electricity usage 9	6. Helps you learn to manage your electricity usage 10	6. Helps you learn to manage your electricity usage Don't know
7. Is committed to using renewable energy resources such as solar	7. Is committed to using renewable energy resources such as solar 1	7. Is committed to using renewable energy resources such as solar 2	7. Is committed to using renewable energy resources such as solar 3	7. Is committed to using renewable energy resources such as solar 4	7. Is committed to using renewable energy resources such as solar 5	7. Is committed to using renewable energy resources such as solar 6	7. Is committed to using renewable energy resources such as solar 7	7. Is committed to using renewable energy resources such as solar 8	7. Is committed to using renewable energy resources such as solar 9	7. Is committed to using renewable energy resources such as solar 10	7. Is committed to using renewable energy resources such as solar Don't know
8. Inspires you to use electricity more efficiently	8. Inspires you to use electricity more efficiently 1	8. Inspires you to use electricity more efficiently 2	8. Inspires you to use electricity more efficiently 3	8. Inspires you to use electricity more efficiently 4	8. Inspires you to use electricity more efficiently 5	8. Inspires you to use electricity more efficiently 6	8. Inspires you to use electricity more efficiently 7	8. Inspires you to use electricity more efficiently 8	8. Inspires you to use electricity more efficiently 9	8. Inspires you to use electricity more efficiently 10	8. Inspires you to use electricity more efficiently Don't know

Other (please specify)

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* 14. During the past year, have you taken steps to reduce your home’s electricity usage?

Yes

Don't know

Not applicable

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* 15. Do you currently have one of the following thermostats in your home?

Programmable thermostat

Smart thermostat

Other (please specify)

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* 16. If you have a smart thermostat, please specify which brand from the list below:

Honeywell thermostat

Ecobee thermostat

Nest thermostat

Lux thermostat

Other (please specify)

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* 17. If you have a Honeywell thermostat, please specify which one below:

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* 18. Using a scale of 1 to 10, where 1 means “not influential at all” and 10 means “very influential”, how influential would you say Cobb EMC has been in getting you to reduce your electricity use?

Don't know

Other (please specify)

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* 19. What is the best way to contact you during an outage?

1. Text message on your phone

2. Email message

3. A message on Twitter

4. A message on Facebook

7. A phone call

8. A SmartHub push notification

9. N/A

Comments

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* 20. When we experience a high demand on the electric system, Cobb EMC notifies members to lower their energy use. How would you prefer to receive this notification?

1. A text message on your phone

2. An email message

3. A message on Twitter

4. A message on Facebook

7. A phone call

8. A device you plug into your wall with lights that signal a peak alert

9. A push notification via the SmartHub App

10. A message on our online account management system website, SmartHub

11. A message on Cobb EMC's corporate website

12. N/A

Comments

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* 21. Do you use Cobb EMC's online account management system, SmartHub?

Yes

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* 22. If you have not signed up for SmartHub yet, are you aware of the following features it provides?

	Yes	No
Payments post in real time	Payments post in real time Yes	Payments post in real time No
No convenience fee for residential members who pay by Visa®, MasterCard® or Discover®	No convenience fee for residential members who pay by Visa®, MasterCard® or Discover® Yes	No convenience fee for residential members who pay by Visa®, MasterCard® or Discover® No
A SmartHub app for mobile devices	A SmartHub app for mobile devices Yes	A SmartHub app for mobile devices No
Automatic payments	Automatic payments Yes	Automatic payments No
Daily and hourly electric use	Daily and hourly electric use Yes	Daily and hourly electric use No

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* 23. In the past six months

	Yes	No	Don't know
Have you contacted Cobb EMC about an issue or concern?	Have you contacted Cobb EMC about an issue or concern? Yes	Have you contacted Cobb EMC about an issue or concern? No	Have you contacted Cobb EMC about an issue or concern? Don't know
Do you recall seeing communications from Cobb EMC?	Do you recall seeing communications from Cobb EMC? Yes	Do you recall seeing communications from Cobb EMC? No	Do you recall seeing communications from Cobb EMC? Don't know
Have you visited the Cobb EMC office?	Have you visited the Cobb EMC office? Yes	Have you visited the Cobb EMC office? No	Have you visited the Cobb EMC office? Don't know
Have you visited the Cobb EMC Facebook page?	Have you visited the Cobb EMC Facebook page? Yes	Have you visited the Cobb EMC Facebook page? No	Have you visited the Cobb EMC Facebook page? Don't know

Comments

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* 24. During the past three years have you attended Cobb EMC's...

	Yes	No	Not aware of the meetings	Not applicable
Annual Meeting at least once?	Annual Meeting at least once? Yes	Annual Meeting at least once? No	Annual Meeting at least once? Not aware of the meetings	Annual Meeting at least once? Not applicable
Town Hall meetings at least once?	Town Hall meetings at least once? Yes	Town Hall meetings at least once? No	Town Hall meetings at least once? Not aware of the meetings	Town Hall meetings at least once? Not applicable
Open board meetings?	Open board meetings? Yes	Open board meetings? No	Open board meetings? Not aware of the meetings	Open board meetings? Not applicable

Comments

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* 1. Name:

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* 2. What is your age?

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* 3. What is your gender?

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* 4. Email address:

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* 5. Service address:

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* 6. How long have you been a Cobb EMC member?

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* 7. Please consider all your experiences to-date with Cobb EMC. Using a 10-point scale onwhich "1" means "very dissatisfied" and "10" means "very satisfied," how satisfied are you withCobb EMC?

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* 8. To what extent has Cobb EMC fallen short of your expectations or exceeded yourexpectations? Using a 10-point scale on which "1" means "falls short of yourexpectations" and "10" means "exceeds your expectations," to what extent has Cobb EMCfallen short of or exceeded your expectations?

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* 9. How well do you think Cobb EMC compares with an ideal utility company?Please use a 10-point scale on which "1" means "not very close to the ideal," and "10" means"very close to the ideal."

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* 10. If you had a choice, how likely is it that you would choose Cobb EMC as your electric provider again? Using a 10-point scale on which "1" means "very unlikely" and "10" means "very likely," how likely is it that it will be Cobb EMC again?

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* 12. Please rate your level of agreement with the following statements concerning Cobb EMC. Using a scale from 1 to 10 where 1 means "strongly disagree" and 10 means "strongly agree,” how much do you agree that Cobb EMC...

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* 13. Again, using that same 10 point scale where 1 means "disagree strongly" and 10 means "agree strongly,” how much do you agree that Cobb EMC...

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* 14. During the past year, have you taken steps to reduce your home’s electricity usage?

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* 15. Do you currently have one of the following thermostats in your home?

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* 16. If you have a smart thermostat, please specify which brand from the list below:

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* 17. If you have a Honeywell thermostat, please specify which one below:

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* 18. Using a scale of 1 to 10, where 1 means “not influential at all” and 10 means “very influential”, how influential would you say Cobb EMC has been in getting you to reduce your electricity use?

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* 19. What is the best way to contact you during an outage?

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* 20. When we experience a high demand on the electric system, Cobb EMC notifies members to lower their energy use. How would you prefer to receive this notification?

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* 21. Do you use Cobb EMC's online account management system, SmartHub?

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* 22. If you have not signed up for SmartHub yet, are you aware of the following features it provides?

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* 23. In the past six months

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* 24. During the past three years have you attended Cobb EMC's...

* 7. Please consider all your experiences to-date with Cobb EMC. Using a 10-point scale on
which "1" means "very dissatisfied" and "10" means "very satisfied," how satisfied are you with
Cobb EMC?

* 8. To what extent has Cobb EMC fallen short of your expectations or exceeded your
expectations? Using a 10-point scale on which "1" means "falls short of your
expectations" and "10" means "exceeds your expectations," to what extent has Cobb EMC
fallen short of or exceeded your expectations?

* 9. How well do you think Cobb EMC compares with an ideal utility company?
Please use a 10-point scale on which "1" means "not very close to the ideal," and "10" means
"very close to the ideal."