Perspective: We're Listening
Everyone likes to hear when they are doing something well. I think it is more important that you let people know when there is room for improvement. That information allows us to make important changes.
According to member surveys, you tell us you are pleased with the service we provide. We conduct regular customer service surveys as well as customer satisfaction surveys every other year where you let us know what we are doing well and what needs improvement. We are constantly working to exceed your expectations.
In 1952, we began printing this newsletter, sending important membership information to your homes every month. In those early years, we shared the phone number of the line crew leader you should call if your power was interrupted and news about our rapidly expanding distribution system.
In 1997, we went global on the worldwide web, introducing our members to www.jacksonemc.com. Initially, we were sharing information about products and services. We’ve changed along the way, looking to our members to guide us. We created a customer service portal that is available 24/7 after website research where you told us you are most interested in coming to the site to pay your bill or receive outage information.
Adapting to lifestyle changes, our site has become a mobile application giving you easy access to pay your bill and report outages from your phone.
We’re communicating through social media channels as well. More than 5,000 of you follow our Twitter feed and like our Facebook page.
Our communications staff works to offer you new and innovative ways to receive information, making sure we are sharing the news and information that is most important to you in a way that fits your lifestyle. Along the way, we’ve reached out to you for feedback on how you want to communicate with your cooperative and what services you need access to. And you’ve provided guidance to help us better serve you. We are asking again.
This month, we are conducting communications research into our use of jacksonemc.com, social media, advertising, bill messages and this monthly newsletter, Jemco News. Some of you will be called for your insight and opinion. Some others will be asked to participate in focus groups where we gain even more insight into how to communicate with one another. I ask that you share openly and honestly.
If we don’t call you, you can still help our communications and, in turn, our member service. We’ve developed a short survey to capture your answers. Visit our website for more information.