As a not-for-profit cooperative, Tipmont answers only to members like you. When it comes to your satisfaction and our success, I’ll paraphrase Frank Sinatra: “You can’t have one without the other.”
It’s nice to hear in person that we’re doing well, but we must measure more than kind words and kudos. We survey Tipmont members quarterly to determine our score on the American Customer Satisfaction Index, or ACSI. It’s a gold-standard metric for U.S. consumers’ satisfaction with goods and services they purchase and is a standard measurement for America’s utility providers.
In 2013, when I joined the co-op, Tipmont’s ACSI score was 77 out of 100. Not bad, but room to grow. So, I set a goal for our team: Raise the ACSI score by 10 points in 10 years.
Spoiler alert: We did it. And by “we,” I mean Tipmont employees and Tipmont members. Again: Our success and your satisfaction are intertwined.
Tipmont’s ACSI score of 87 in our Q1 2023 survey is, of course, a Tipmont record high. It’s also 14% above the national co-op average and 18% above the national average for investor-owned utilities. Looking at nationwide internet service providers, their average ACSI is 64 — a 26% decline in service satisfaction from ours.
These surveys include comments, too, and we read every single one. We appreciate the compliments and share them with those working hard to deliver the service you deserve. We take your concerns to heart, too. The timeline of our residential fiber build is often mentioned. As we look toward Tipmont members in zones with existing broadband providers, we’ll initiate conversations to gauge interest in our fiber service. Learn more at cc.tipmont.org.
More recently, comments have focused on electric service cost. We hear you. We want to ensure and sustain the value of your Tipmont membership. That’s why we continue to diligently pursue fair, flexible and affordable power without sacrificing reliability.
As for reliability: We’ve seen increased mentions of “blinks” in electric service and are aware of issues along select transmission lines. Members in those areas have received, or will soon receive, a letter outlining these issues and plans to address them. Although other organizations maintain those lines, we still hold them to high expectations.
Our expectations are high because your expectations are high. Thank you for recognizing the innovation, hard work and persistence of the Tipmont team. As always, we will continue to serve our communities with these values in mind.
