Member Surveys

MWEC Achieves High Customer Satisfaction with Impressive 89 ACSI ® Score

Mountrail Williams Electric Cooperative (MWEC) completed its first member-wide customer satisfaction survey, where over 400 members were asked to participate. The member responses were sent to the American Customer Satisfaction Index (ACSI®), a company that measures customer satisfaction across multiple industries throughout the entire United States.

Members were asked to rate their overall satisfaction with us, how well we lived up to their expectations, and how well we measured up to their ideal co-op experience. While these were not the only questions in the survey, we included these specifically because they are the core components of the proprietary ACSI methodology. 

For 2024, Mountrail-Williams Electric Cooperative received an ACSI score of “89”, on a 100-point scale. This score is higher than Co-op norms and higher than Touchstone Energy’s 2023 overall ACSI Score (85).

“Receiving positive feedback from our members is incredibly exciting,” said MWEC General Manager Alex Vournas. “Whether our employees are responding to an outage or answering questions our goal is to always remain member focused. These survey results highlight those efforts.”

[1] MWEC’s score is also higher when compared to publicly measured investor-owned utility scores//cooperative utility scores//municipal utility scores reported in the syndicated 2024 ACSI Energy Utility Study and places Mountrail-Williams Electric Cooperative 15 points higher than the average investor-owned utility score//cooperative utility score//municipal utility score of 74, as well as 14 points higher than the municipal utilities score of 75, per the industry ratings. For more information, please visit https://theacsi.org.

“This survey affirms that MWEC's hard work has been noticed,” said Vournas. “We recognize that there is always potential for growth and are looking forward to continuously improving the work we do each and every day to deliver reliable and affordable power to our members.”

_{[1] Award criteria are determined by the ACSI® and are based on customers rating their satisfaction in a survey independent of the syndicated ACSI Energy Utility Study. For more about the ACSI, visit www.theacsi.org/. ACSI and its logo are registered trademarks of the American Customer Satisfaction Index LLC.}

_{Compared to publicly measured energy utilities in the ACSI® survey of customers rating their own energy utility. Results based on data provided by Mountrail-Williams Electric Cooperative collected between May 20 and June 4, 2024. ACSI did not regulate the survey administration or sample size}.

ACSI Four Key Areas include the following questions:

1. Consider all your experiences to date with MWEC? How satisfied are you with MWEC?
   FINAL SCORE: 9.1 out of 10 (co-op norms is 8.83)
    
2. Considering all of your expectations, to what extent has MWEC fallen short of or exceeded your expectations?
   FINAL SCORE: 8.73 out of 10 (co-op norms is 8.43)
    
3. Forget MWEC for a moment. Imagine an ideal utility company. How well do you think MWEC compares to an ideal utility company?
   FINAL SCORE: 9.08 out of 10 (co-op norms is 8.63)
    
4. Imagine that you could choose your electric service provider from among more than one utility company.
   FINAL SCORE: 9.06 out of 10 (co-op norms is 8.55)