Berkeley Electric has received the highest American Customer Satisfaction Index (ACSI) ranking in the co-op’s history, according to members who participated in the survey last year.
Berkeley Electric members gave the cooperative a score of 94, the highest ACSI score among S.C. co-ops and among the highest in the nation. The statewide average was 86. In comparison, Chick-fil-A, which is praised for its service, scored 85. The average score for investor-owned utilities nationally was 72 last year, while municipal utilities averaged 71. Cooperatives nationally averaged a 74 ACSI score.
The American Customer Satisfaction Index is the only national cross-industry measure of customer satisfaction that represents various sectors of the U.S. economy.
However, Berkeley Electric has moved away from the ACSI process in recent years in favor of real-time surveying of members after they interact with employees across the cooperative. Whether a member is establishing or disconnecting service, has a billing concern, inquiring about vegetation operations or voted at annual meeting, they receive an email with an online satisfaction survey. In 2023, more than 11,000 members completed the survey, giving the cooperative a 96% approval rating, which is in line with the cooperative's historic ACSI score (94).