BLUE RIDGE ELECTRIC RANKS HIGHEST IN CUSTOMER SATISFACTION ON NATIONAL SURVEY
Research ranks local cooperative in top tier of all utilities nationwide
For Immediate Release
Contact: Renee Whitener, Director of Public Relations, Blue Ridge Electric Membership Corporation, (828) 758-2383, Ext. 3213; Pager: 1-800-471-1323; or E-mail: Renee Whitener
LENOIR, North Carolina (November 26, 2007) – A new national survey commissioned by Blue Ridge Electric Membership Corporation shows the company’s customer satisfaction levels consistently outperform the electric industry average. The company receives a score every quarter from one of the most recognized customer satisfaction research partnerships in the nation, The American Customer Satisfaction Index (ACSI).
On a scale of 1 to 100, the cooperative scored an 84 in overall customer satisfaction, placing it 12 points ahead of the national electric industry average.
“This recognition proves that our longstanding commitment to providing superior customer care and premium electric reliability continues to benefit our members,” said Blue Ridge Electric Chief Executive Officer Doug Johnson.
“It’s helpful to compare our level of customer satisfaction with other utilities,” said Johnson, noting that Blue Ridge uses the ACSI to set internal goals, motivate employees, and communicate performance. The ASCI score is just one component of the company’s member research program. In another recent survey commissioned by the company, members gave Blue Ridge a score of 9.2 out of a possible 10 on customer satisfaction.
ACSI, a partnership that includes the University of Michigan School of Business and The American Society for Quality, gauges customer satisfaction in 43 industries and more than 200 companies, including cooperative and investor-owned electric companies.
“We will use this powerful national standard to set a higher bar for customer service,” said Johnson, emphasizing that a high ACSI score can only be attained — and maintained — if member satisfaction is an integral part of a company’s culture. “We’re proud of this accomplishment. We will continue striving to provide the highest level of customer service and satisfaction for our members,” said Johnson.
Blue Ridge Electric is a member-owned cooperative serving some 72,000 members in Watauga, Ashe, Alleghany, Caldwell, Avery, Alexander and Wilkes counties. For more information, visit the cooperative at www.BlueRidgeEMC.com.
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