Members Give United High Marks in Customer Satisfaction
The efforts of United Cooperative Services employees have been recognized by the membership as being in an elite class when it comes to consumer satisfaction. According to the American Customer Satisfaction Index (ACSI), United scored an average 90 out of a possible 100 points. To put that benchmark in perspective, the utilities industry average lingers around 74.
“Even though the ACSI recognizes ‘customer” satisfaction,’ United members are in fact ‘member-owners,’” said United's Cameron Smallwood. “That’s an important distinction and it’s why we strive to provide a level of service that’s second to none. “Naturally, we’re honored and I’m thankful that the membership acknowledges the immense efforts of the United employees,” said Smallwood.
United measures satisfaction each quarter to ensure members continue to receive a level of service that’s second to none. The ACSI, sponsored by the American Society for Quality and administered by the business school at the University of Michigan, tracks consumer satisfaction levels across 47 industries and more than 225 corporations. Some of those corporations include Wal-Mart, Kroger and Microsoft, none of which is close to matching the satisfaction scores that United has received since the cooperative began using the survey in 2004.
“One of the best characteristics of the United employees is that receiving such a great score won’t go to their heads,” said Smallwood.