Randall Pugh, president/CEO, accepted a very special award for Jackson EMC from the Department of Labor.

Responses like these are just a glimpse into the customer satisfaction survey we recently conducted. Knowing if we're meeting your expectations is important to us, and the results allow us to see where we're doing well, and where we could improve.

Conducted every two years, the residential customer satisfaction survey has steadily improved each year. Nearly 90% of all respondents gave the highest ratings of 8, 9 and 10.

Compared with other major electric and gas service providers, as well as other well-known companies included in the American Customer Satisfaction Index (ACSI), Jackson EMC scored the highest of any of the companies.

Nearly 90% of survey respondents said they felt that Jackson EMC was concerned about customer needs; that we met or exceeded their expectations; and that they were satisfied with the service they received from us. Although such high ratings make us feel good about the service we deliver, we also take the unfavorable comments and look for ways to change the areas that members are not as pleased with. In an industry that demands constant study and change, we are constantly looking for ways to improve our service to you.

Our commitment to offering the best service drives our decisions to continue to improve the way we deliver service to you. Although our overall satisfaction ratings are very high, there are some areas that we'd like to see rate higher. For instance, in the area of community involvement, the majority of respondents indicated that they were unaware of our level of involvement in organizations like the Chambers of Commerce, charitable contributions, community activities and local civic organizations. We'll work on doing a better job of letting you know just where your support is going.

Besides looking at areas to improve, we also concentrate on our high scores as well. Maintaining those high scores is just as important as improving, because we don't want to decrease our service levels, especially when it comes to overall customer satisfaction. Even a 90% good-to-excellent rating leaves room for improvement, and that's what we intend to do. Serving you is a privilege. At Jackson EMC, we don't take our customer satisfaction survey lightly because how you feel about us is a reflection on how well we serve you. Each day we strive to prove that we don't take serving you for granted.