High Marks

WEC Shines In Member Satisfaction

Teresa Womack, member service representative and lead cashier, helps members at the Ashford office.

Wiregrass Electric Cooperative (WEC) was founded in 1939 to bring electricity to rural communities. For 85 years, WEC has focused on delivering reliable power and enhancing the quality of life for its members.

To gauge its performance, WEC commissioned an independent survey this spring, which revealed that members rate the cooperative highly. WEC earned a Cooperative Attitude Performance Score of 91%, surpassing the 89% average for other electric providers. This score reflects WEC’s reputation as a well-managed, trustworthy organization that cares about its members’ needs.

“This was our way of taking the cooperative’s pulse, seeing how well we’re lining up with what our members expect from us — especially in the things we can manage directly, like being reliable, keeping the lines of communication open, and good member service,” says Stevie Sauls, vice president of member relations and communication. “Our members gave us high marks in these categories, telling us we’re not just hitting the mark, but often exceeding it.”

“Naturally, we’re pleased when our members are satisfied with what we’re doing,” he says. “But we won’t be truly content until we reach 100% member satisfaction. It shows we’re on the right path, but there’s always more we can do.”

Survey Insights

The survey, conducted by Inside Information Inc., reached 500 residential members, a 6% response rate. Using a 1 to 10 sliding scale, scores were strong across key areas:

  • Providing reliable electric service: 9.4
  • Employee knowledge and competence: 9.4
  • Employee friendliness and courtesy: 9.2
  • Restoring service promptly after outages: 9.1
  • Ease of conducting business with the cooperative: 9.0
  • Effective communication: 8.9
  • Commitment to local communities: 8.9

Results are compared with previous surveys to identify trends that can be used to improve service and satisfaction as attitudes and innovations evolve.

For example, the survey revealed a growing awareness and usage of the WEC app to access services, climbing from 61% in 2022 to 68% in 2024. It also showed a noticeable increase in understanding of peak demand times.

As WEC reviews these insights, the cooperative is poised to implement strategies that not only address areas for improvement but also build on existing strengths, ensuring that providing reliable and affordable electricity is always at the forefront.