Customer satisfaction surveys help WFEC stay on track
West Florida Electric Cooperative isn't here mainly to provide electricity, or even Internet access. These are just part of the picture. Our primary purpose, the reason WFEC exists, is to serve customers. That's why we make a point of asking you, on a regular basis, how well we're doing our job.
Customer surveys help WFEC stay on track with the things we're doing right and improve on the things that, well, need improvement. Every two years, an independent marketing and opinion research firm polls a random sample of WFEC customers, or member-owners, to keep us in touch with your likes and dislikes.
Reviewing the results of the most recent WFEC customer satisfaction survey, we'd like to think we're headed in the right direction. Overall customer satisfaction with the quality of WFEC's service has risen over the last four years, from 81.5 percent in 1997 to 85 percent this year.
Of the most recent survey respondents, 87 percent are satisfied with WFEC's manner of conducting their transactions, and 89 percent are pleased with WFEC's employees' treatment of them. WFEC's service also ranks equal or better than that of other utilities.
These figures aren't achieved by accident. Over the last several years, WFEC's employees have engaged in a series of brainstorming and training sessions about improving customer service. Then they've taken information from these meetings back to their work stations, where their ideas have become actions.
Although we're proud to see these efforts reflected in high customer satisfaction ratings, we realize that exceptional service requires continuous effort. For instance, we're currently upgrading WFEC's automated outage response system to make your outage reporting easier and our outage response more efficient.
WFEC's ongoing mission of providing outstanding service occasionally involves customer questionnaires to determine what products or services might interest you. You've probably noticed these from time to time inside your WFEC bill or in Current Light Flashes. Your responses to these informal surveys have been instrumental in WFEC's decisions to add services, such as Internet access and LINK metering, in the past and, more recently, to consider offering affordable standby generators.
Besides responsiveness and reliability, flexibility is a key component of WFEC's service to customers. Options such as bank draft or credit card payments and levelized billing based on your previous 12 months' energy use, as well as 12 satellite collection points, make bill payment as convenient as possible.
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