SLV REC recently worked with GreatBlue Research to conduct a phone/digital survey to assess satisfaction levels of members. The survey addressed the following areas of concern: overall satisfaction with SLV REC, satisfaction with various organizational characteristics, knowledge and sentiment of the current rate structure, importance and perceived benefit of renewable energy and net-metering systems and current and preferred communication methods.
A few key findings among residential members surveyed include the following:
–When rated on a scale of 1-10 where 1 is “very good” and 10 is “very poor,” the following percentages represent members that scored REC with a 1-4 score (positive rating):
•Maintaining modern and reliable infrastructure— 79.4%
•Community involvement— 76.5%
•Responding promptly to customer questions and complaints— 73.6%
•Communicating with customers— 71.9%
•Being open and honest about company operations & policies— 66.8%
•Providing good service and value for the cost of electricity— 59.6%
•Helping customers with energy conservation— 59.3%
•Overall satisfaction with SLV REC— 69.3%
Of those who provided unsatisfactory ratings (ratings of 7-10) for at least one (1) organizational characteristic, the most frequent reason recorded was “unfair billing/high rates/poor rate structure” (47.7%).
– When asked to indicate the importance of reliability and cost, 70.7% indicated that reliability was more important than cost, while 19.5% indicated cost was more important than reliability.
– 72.2% of respondents indicated they were aware of the current SLV REC rate structure, while 27.8% reported being unaware. Additionally, 51.0% of respondents reported being satisfied with the current rate structure. When prompted to provide an explanation for their satisfaction rating, 22.0% of respondents indicated “too expensive/rates too high,” 21.8% indicated “okay with rates/no issues” and 12.0% indicated “unfair billing/don’t agree with charges.”
Staff and board members will continue to review the survey results and key findings over the next several weeks. See below links for full results.
2020 Residential Member Survey Results
2020 Commercial & Agriculture/Irrigation Member Survey Results