13
February
2024
|
08:32 AM
America/New_York

Perspective: Customer Satisfaction

Jakins Chip 3751

Whether it’s a friendly voice on the phone or providing you with reliable electric service, customer satisfaction means different things to different people. You may be grateful for a customer service representative assisting with a question about your bill. Or, you may appreciate a lineman repairing your backyard security light. 

We're honored to serve you. To learn that you're pleased with our service gives us tremendous pride. 

Thanks to you, Jackson EMC is ranked the NUMBER ONE electric cooperative in the J.D. Power 2023 U.S. Electric Utility Residential Customer Satisfaction Study. 

The J.D. Power study covered residential customers of the 149 largest electric brands in the U.S., representing more than 105 million households. The study examined satisfaction across six factors: Power Quality and Reliability; Price; Billing and Payment; Communications; Corporate Citizenship; and Customer Care. In addition to being ranked first in customer satisfaction, Jackson EMC also earned the highest score in the Corporate Citizenship segment. 

This is a prestigious award acknowledging how we do business with our members. We use poles and wires to deliver electricity. But we’re also in the people business – serving the needs of our members and our community. 

We’ve been a part of the community since our founding in 1938. Last year, Jackson EMC employees participated in an intentional community service initiative that included packing more than 3,000 personal care kits to donate to local middle school students in need and investing more than 700 volunteer hours of service to nonprofits in our community. Our Bright Ideas program has surpassed more than $550,000 in educational grants to teachers since 2015. And the Jackson EMC Foundation has awarded grants totaling $20 million since 2005 to organizations making our community better and to individuals in need. 

When I look at this award, I’m proud of our employees for ensuring you have the best customer service possible. Our linemen are some of the best in the country, exhibiting the top skills in our industry with a heart of service. Our customer service team recently earned a prestigious honor as the first EMC Contact Center in the nation certified by the International Customer Management Institute (ICMI). We have a great team here at Jackson EMC and this award from J.D. Power shows that we’re on the right track. 

Our work isn’t done. We view every encounter as an opportunity to exceed your expectations. We’ll continue to improve as your electric cooperative to earn your satisfaction. Thank you, thank you, thank you for recognizing Jackson EMC as the best in customer satisfaction!

-Chip Jakins (President/CEO)