Bandera Electric Cooperative’s mission of Lighting the Grid to Empower Members fuels its ambition to improve financial outcomes and member engagement, increase energy efficiency and reliability, and expand fiber broadband. Each of these strategic initiatives offers the opportunity to achieve member satisfaction.
Recently, BEC conducted its annual Member Satisfaction Survey to determine its Cooperative Attitude and Performance Score. CAPS is an industry-specific benchmarking tool used by electric cooperatives nationwide to gauge performance in service areas deemed most important by cooperative members. The anonymous survey was facilitated through a third-party system.
A random sample of BEC residential members was taken, and BEC received a CAPS score of 92 on a scale of zero to 100. The national CAPS average is 89 for similar-sized cooperatives. BEC’s CAPS score is primarily driven by quick response time during outages, effective communication, and friendly, knowledgeable employees.
“Conducting an annual survey regarding our members’ satisfaction aids BEC in providing exceptional service to our members,” said Bill Hetherington, BEC CEO. “As a member-owned not-for-profit organization, we are committed to making every interaction with our members a positive experience.”
A Net Promoter Score assessment was included in the survey to measure member loyalty and satisfaction. NPS is used nationally by many Fortune 500 companies and measures how engaged members are by their willingness to recommend the company to friends or acquaintances.
BEC received a score of 81 on a scale of -100 to 100. According to NPS, anything above zero is acceptable, scores of 10-30 are considered good, and a score of 50 or above is excellent. According to survey results, 86% of members who participated in the survey are promoters of the cooperative.
BEC continues to improve the communities it serves by offering innovative solutions such as renewable energy options, home energy management, energy efficiency financing, and fiber broadband to improve members’ quality of life as we work towards Reimagining Rural America together.