At GVEC, we work hard every day to establish and maintain strong relationships and to improve quality of life across the communities where we operate. And it’s always encouraging to receive member recognition of the overall positive impact we make as well as what we can improve on. With that in mind, I’m pleased to share the results of GVEC’s 2022 American Customer Satisfaction Index (ACSI®) study*.
About the American Customer Satisfaction Index
The American Customer Satisfaction Index is a distinguished, internationally renowned survey and producer of consumer feedback. It is the only national measure of overall customer satisfaction across the entire U.S. economy. Every year, ACSI conducts roughly 250,000 interviews with American consumers, spanning over 400 companies, 47 industries and 10 economic sectors. ACSI results produce a scientifically measured indicator of an organization’s overall performance.
In 2022, ACSI conducted surveys with a randomized sample of GVEC electric members and a separate sample of member and non-member internet subscribers. GVEC captured higher customer ratings across approximately two dozen metrics between electric and internet services combined when compared to publicly measured utility service providers and internet service providers (ISPs) in the ACSI survey during the same timeframe.
What the Ratings Mean
Respondents answer a series of questions related to five critical areas of customer relations and drivers of improvement: 1) Satisfaction; 2) Loyalty; 3) Expectations; 4) Quality; 5) Value. The dozens of categories measured by the survey include overall customer satisfaction, trust, reliability, courteousness of staff, responsiveness with interruptions, Wi-Fi and video streaming quality, and more. 2022 marked the third straight year GVEC Internet earned higher ratings from our customers than the measured companies in the ISP industry in multiple areas.
Keep in mind that GVEC’s ratings are compared to that of all other publicly measured ISPs and electric providers nationwide, large and small, during the same time frame. These results indicate GVEC delivers industry-leading products and services. The Cooperative is proud to be so highly rated for our services, but even more proud those ratings come directly from the people who experience the value they can bring to your home, business and community. Thank you for reminding us that our commitment to serving and exceeding expectations does not go unnoticed.
Whether you participated in GVEC’s American Customer Satisfaction Index study or not, we encourage you to let us know how we’re doing on the web at gvec.org. We greatly value all comments, be they positive or less-than-favorable, and approach each as a chance to learn, improve and continuously evolve in delivering more to those we serve
