Jackson EMC is committed to exceeding customers' service expectations.

To measure where the cooperative stands, a residential customer satisfaction survey is distributed every two years.

Randomly selecting residential members from each district, the survey measures members' overall satisfaction with Jackson EMC, and compares the cooperative to other service providers.

Scoring 90 on a 100-point scale, Jackson EMC received the highest rating among 30 utilities evaluated in the American Consumer Satisfaction Index (ACSI). While the utility industry averaged 73, Jackson EMC scored 16 points higher. One of the nation's most recognized customer satisfaction indexes, ACSI measures a variety of factors, including customer expectations, loyalty and price satisfaction.

"Our residential satisfaction survey shows us what's working for members as well as opportunities for improvement. The national comparison also provides the industry standard, and of course, our goal is to always surpass the standard," says Roy Stowe, Jackson EMC Marketing/Member Services division manager. "We realize there's always room for improvement. Our score of 90 is satisfying; however, knowing we're not quite at 100 gives us something to strive for in meeting members' expectations."

In addition to members' answers, the survey also allowed members to share specific comments. Nearly five pages were dedicated to positive responses on satisfaction with Jackson EMC.

Some of the comments were:

"Thanks for all the quality service."

"We've been members as a family since 1968. You are a wonderful company, showing responsibility to your members and communities."

"Since I have no complaints, it never crossed my mind to thank you, so… Thank you."

"I am proud to say Jackson EMC is my electrical provider."