Helping CooperativesHelping Cooperatives Build Build

Member EngagementMember Engagement

TSE ServicesBackground

Not-for-profit market research division of North Carolina Association of Electric Cooperatives Member Satisfaction Tracking System used by over seventy co-ops in twenty three states Touchstone Energy’s market research partner

National Survey on the Cooperative Difference Author of the Best Practices Knowledgebase Instructor and consultant for Strategy Execution System and Balanced Scorecard

implementation

TSE ServicesBackground

Appliance Saturation Surveys for G&Ts Oglethorpe, Old Dominion, Brazos,

NCEMC Custom Market Surveys

Community Solar Magazine Readership Environmental attitudes

Focus Group Facilitation Traditional and on-line

TSE Services’ Market Research Participants

TSE Services Member Satisfaction

Systems

Residential Satisfaction Tracking System On-going, transaction specific sampling

Operational Metric Benchmarking System Link objective measures of operational

performance to member perceptions Business Satisfaction Tracking System

Small to medium business benchmarking Executive interviews for key accounts

Member Satisfaction Tracking

Scope For Residential Sampling

Contact population Outage New service General service Call center contact

General population Non-contact sample Benchmark for contact groups

Walk-ins Diversified services Temp-to-perm Right-of-way

TSE ServicesSatisfaction Benchmarking Group

4-County, MS Agralite, MN Blue Grass Energy, KY Blue Ridge, NC Brunswick, NC Carroll, GA Central Alabama, AL Central EMC, NC Central Georgia, GA Central REC, OK Central Virginia, VA Clark Energy, KY Claverack, PA Clay, FL Coastal, GA Cobb EMC, GA Coos Curry EC, OR CoServ, TX Cotton, OK Duck River, TN Edgecombe Martin, NC EnergyUnited, NC Farmers, KY Farmers, TX

Pennyrile, KY (2016) Piedmont, NC Poudre Valley, CO Powder River, WY Randolph, NC Rappahannock, VA Roanoke, NC Salt River, KY San Isabel, CO South Central Power, OH South Kentucky, KY South River, NC Southside, VA Trico, AZ Tri-County, PA Union Power, NC United Co-op Services, TX United Power, CO Victory, KS Warren, KY Wake, NC West River, SD Wheatland, KS White River Valley, MO

Flint Energies, GA Four County, NC Grayson-Collins, TX Great Lakes Energy, MI Greystone Power, GA Habersham, GA Haywood, NC Hendricks Power, IN Hickman-Fulton, KY Jackson, GA Jackson Energy, KY Jones Onslow, NC Kenergy, KY Lumbee River, NC Meade, KY Mecklenburg, VA Middle Tennessee, TN Mid-South Synergy, TX New Hampshire, NH Northeastern, IN Northern Virginia, VA Owen EC, KY Pedernales, TX Pee Dee, NC

ACSI Scores, 2nd Quarter, 2015TSE Services Group vs. Industry

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62

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Figure 1ACSI Overall Satisfaction Index: 1st - 2nd Q 2015

Touchstone 77

TSE 82

5.00

6.00

7.00

8.00

9.00

10.00

Comparison of SatisfactionBy Type of Contact

Between Blue Ridge EMC and the Quarterly Benchmark

Quarterly Benchmark Mean Rating Lower Upper

Transaction PerformanceCooperative vs Benchmarking Group

Service Performance and ImageCooperative vs Benchmarking Group

5.00

6.00

7.00

8.00

9.00

10.00

Comparison of PerformanceBy Service Activity

Between Southside EC and the Quarterly Benchmark

Quarterly Benchmark Mean Rating Lower Upper

Cooperative Difference Survey

Drives Touchstone Energy’s brand strategy

Annual effort since 2004 Eight G&Ts or Statewides have joined in Over 400 distribution cooperative

participants 78 cooperatives involved in 2014-15

comprising 20,000 interviews

Satisfy & Engage

CommunityEngagement

Core Services

DialogAdd Value

Goal of Low Cost

Satisfaction

Engagement

50

55

60

65

70

75

80

85

90

95

100

2014-2015 Cooperative Difference Participants

Member Engagement Index National Benchmark

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Phone Call Text Message Email Social Media Outage Map

How Should We Inform You About An Outage?18 to 24 25 to 34 35 to 44 45 to 54 55 to 64 65 to 74 75 or older

6.0

6.5

7.0

7.5

8.0

8.5

9.0

9.5

10.0

Your electriccooperative is

already aware ofthe outage

What causedthe outage

How manypeople were

affected

That a crew ison the way

How long it willtake to restore

power

Value of Outage Information by Age18 to 24 25 to 34 35 to 44 45 to 54 55 to 64 65 to 74 75 or older

-0.67

-0.19

-0.35

-0.63

-1.35

0.22

0.57

0.76

0.75

0.51

(1.5) (1.0) (0.5) 0.0 0.5 1.0 1.5

Outage Satisfaction by Information Shared

Crew is on the way

Estimated restore time

Outage cause

How many members affected

Co-op aware of the outage

If ProvidedIf Not Provided

0%

100%

200%

300%

400%

500%

600%

700%

800%

How to get a '10' on Outage Satisfactionby Information Shared

Time to Restore

OutageCause

Crew onthe Way

OutageCause

Time to Restore

OutageCause

Crew onthe Way

OutageCause

Time to Restore

Crew onthe Way

Time to Restore

Crew onthe Way

Percent Increase in Chances of

Getting a '10'in Outage

Satisfaction

0% 10% 20% 30% 40% 50% 60% 70%

Pre-Pay Electricity

Remote Thermostat and Temp

Co-op Connections Card

Contractor Qualifications

Roof Top Solar Lease

On-Bill Financing for Efficiency

Advice on Efficiency from Co-op

Outage Maps for Smart Phone

Community Solar

Energy Efficiency Checklist

Usage Portal with Peer Comparison

High Usage Alerts

Outage Alerts by Text, Email or Phone

% Very Likely to Take Advantage of Service

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Co-ops Participating in the 2014 Survey on the Cooperative Difference

Where Do You Turn for Answers Regarding Energy Related Matters?

Electric Provider (Coop) Internet Media

Customer Service Electrician Family/Friend

2015 National Survey Update

Fielding to begin in October 20 independent cooperatives enrolled 10 being sponsored by Touchstone Energy Regional Surveys

North Carolina’s 26 cooperatives Tennessee Electric Cooperative Association

Top-lines by year end, reports in Q1 ‘16

American Consumer Satisfaction Index Member Engagement Index Ratings on core service, image and

community activities against national benchmarks

Key drivers of satisfaction and engagement Technology utilization and social media Demographic breakdown of each

participating cooperative’s membership

Core Deliverables

Trusted Energy Advisor Where do you turn for energy advice and

why? What was your experience? What are you looking for in an energy

advisor? Environmental Segmentation

Attitudes towards climate change What drives interest in renewable energy

and energy efficiency

New Content Areas

Value Added Services Community solar and roof top leases Energy efficiency portals Smart home and ‘Internet of Things’ Demand response programs

New Content Areas

To enroll in the 2015 project:

Visit TSEServices.com

tom.laing@ncemcs.com

888-890-3609