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Helping Cooperatives Build Member Engagement

Helping Cooperatives Build Member Engagement. TSE Services Background. 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

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Helping Cooperatives Build Member Engagement

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  1. Helping Cooperatives Build Member Engagement

  2. TSE ServicesBackground • 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 • National Survey on the Cooperative Difference • Author of the Best Practices Knowledgebase • Instructor and consultant for Strategy Execution System and Balanced Scorecard implementation

  3. TSE ServicesBackground • Appliance Saturation Surveys for G&Ts • Oglethorpe, Old Dominion, Brazos, NCEMC • Custom Market Surveys • Community Solar • Magazine Readership • Environmental attitudes • Focus Group Facilitation • Traditional and on-line

  4. TSE Services’ Market Research Participants

  5. TSE Services Member Satisfaction Systems • Residential Satisfaction Tracking System • On-going, transaction specific sampling • Operational Metric Benchmarking System • Link objective measures of operational performance to member perceptions • Business Satisfaction Tracking System • Small to medium business benchmarking • Executive interviews for key accounts

  6. Member Satisfaction TrackingScope For Residential Sampling • Contact population • Outage • New service • General service • Call center contact • General population • Non-contact sample • Benchmark for contact groups • Walk-ins • Diversified services • Temp-to-perm • Right-of-way

  7. 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 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 TSE ServicesSatisfaction Benchmarking Group • 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

  8. ACSI Scores, 2nd Quarter, 2015 TSE Services Group vs. Industry TSE 82 Touchstone 77

  9. Transaction PerformanceCooperative vs Benchmarking Group

  10. Service Performance and ImageCooperative vs Benchmarking Group

  11. Cooperative Difference Survey • Drives Touchstone Energy’s brand strategy • Annual effort since 2004 • Eight G&Ts or Statewides have joined in • Over 400 distribution cooperative participants • 78 cooperatives involved in 2014-15 comprising 20,000 interviews

  12. Satisfaction

  13. Engagement

  14. Member Engagement Index National Benchmark

  15. 2015 National Survey Update • Fielding to begin in October • 20 independent cooperatives enrolled • 10 being sponsored by Touchstone Energy • Regional Surveys • North Carolina’s 26 cooperatives • Tennessee Electric Cooperative Association • Top-lines by year end, reports in Q1 ‘16

  16. Core Deliverables • 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

  17. New Content Areas • Trusted Energy Advisor • Where do you turn for energy advice and why? • What was your experience? • What are you looking for in an energy advisor? • Environmental Segmentation • Attitudes towards climate change • What drives interest in renewable energy and energy efficiency

  18. New Content Areas • Value Added Services • Community solar and roof top leases • Energy efficiency portals • Smart home and ‘Internet of Things’ • Demand response programs

  19. To enroll in the 2015 project: Visit TSEServices.com tom.laing@ncemcs.com 888-890-3609

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