NATIONAL SURVEY ON THE COOPERATIVE DIFFERENCE

-Lynn Moore, Executive DirectorTouchstone Energy Cooperatives

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CostsAll Touchstone Energy members have access to this annual research at no cost, which is valued at $28,400. Members can also participate in the annual survey to receive a customized cooperative specific report with comparisons to the national benchmark, with prices beginning at $10,500. Sign up for the 2019 research by scanning the AR code to the right:

OverviewSince 2004, Touchstone Energy Cooperatives has helped fund an annual exploration of member opinions to better understand the actions and messages defining the Cooperative Difference. This research delivers actionable strategic insight enabling cooperatives to develop an effective path towards improving member satisfaction and engagement.

More and more cooperatives are now participating in this member-focused research, which has resulted in increased member satisfaction for these cooperatives. Since our initial survey in 2004, 186 unique cooperatives have participated in the annual assessment of member opinion, and nearly 200,000 member-owner interviews have been conducted to date.

Our findings indicate that once we earn our members’ trust and confidence by demonstrating our competence in delivering reliable electricity and superior member service, we can open a proactive and ongoing dialogue that helps them recognize the Cooperative Difference.

CooperativePerformanceCooperativePerformance

CooperativeCulture

DigitalEngagement

CommunityEngagement

CooperativePerformanceCooperativePerformance

CooperativeCulture

DigitalEngagement

CommunityEngagement

CooperativePerformanceCooperativePerformance

CooperativeCulture

DigitalEngagement

CommunityEngagement

CooperativePerformanceCooperativePerformance

CooperativeCulture

DigitalEngagement

CommunityEngagement

The Cooperative Difference research empowers members. They’ve always had a voice and will continue to have an opportunity to share their story. As we’ve learned, member expectations are focused on more than the future energy picture – they continue to be about cost, choice, convenience and building community. And cooperatives will continue to find a way to meet member-owners’ needs, but in a modern way. That is the Cooperative Difference: the way we treat people, collaborate and build communities.

The 2017-2018 Cooperative Difference Survey examined data from almost 19,500 residential members to better understand actions, programs, and messages that strengthen loyalty between electric co-ops and their members.Contents of Survey:• Analysis of current attitudes of cooperative members and how they view electric vehicles

and demand response programs• Critique of our performance as service providers• Review of a members’ trusted source on energy-related questions and advice• Assessment of our members’ use of technology• Examination of members’ online behaviors

Questions/Reserve Your Spot in Our Next Survey EffortEmail jason.mcgrade@nreca.coop with questions.

01/2019