Director's Corner with Joanne Little

Each spring, The Energy Cooperative participates in the American Customer Satisfaction Index (ACSI) to understand how our members feel about us. The ACSI is the only national cross-industry measure of customer satisfaction in the United States. ACSI uses the data from interviews with roughly 300,000 customers (or in our case, members) as inputs to an econometric model for analyzing customer satisfaction with more than 400 companies in 46 industries and 10 economic sectors.

The ACSI measures customer satisfaction and retention using four standardized questions. The four questions developed by the ACSI focus on overall satisfaction, confirmation of expectations, comparison to an ideal utility company, and intention to choose the utility if given a choice.

Touchstone Energy Cooperatives have been the gold standard and they strive to be the best in class when it comes to member satisfaction. Touchstone Energy Cooperatives is a national network of electric cooperatives across 46 states that provides resources and leverages partnerships to help member cooperatives and their employees better engage and serve their members. By working together, Touchstone Energy Cooperatives stand as a source of power and information to their 32 million members every day.

Touchstone Energy Cooperatives have participated in the ACSI Monitor Program since 2011 and was the highest rated cooperative energy utility group from 2014-2018 per the ACSI Utility Sector Reports showcasing their continued commitment to the cooperative difference in action.

ACSI scores provide insight to The Energy Cooperative’s value and quality in the eyes of our members and we look forward to hearing from members again this year. If you are contacted to complete a survey, please take a few minutes to share your opinions of The Energy Cooperative. If you would like to learn more about the ACSI visit www.theacsi.org.

Get to know your director

Joanne is a graduate of Utica High School, Columbus Business University and Central Ohio Technical College. She was the Treasurer of Johnstown-Monroe, Newark City and Olentangy Schools. Joanne also worked at C-TEC and Licking County Education Service Center. She served as President of Ohio Association of School Business Officials, her State professional organization. After retiring, Joanne has served as Interim Treasurer and Financial Consultant for many Central Ohio school districts. Joanne has been married to her husband, Harry, since 1969. They have three children and nine grandchildren.