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Research Feature808 Notype

Research drives our direction

93% Customer Satisfaction

In order to fulfill our mission of exceeding our members’ expectations, we first need to know exactly what they expect and reach out to ask how we’re doing. We mailed 3,200 surveys this year; 424 of our members mailed them back. “We are looking for our members to help us identify the organizational strengths we can build on and our opportunities for improvement,” said Jackson EMC President and CEO Chip Jakins.

Most Jackson EMC members are satisfied with their electric service, according to results from the 2016 Residential Customer Satisfaction Survey. Ninety three percent of respondents gave an 8, 9, or 10 rating for customer satisfaction, continuing a decade-long trend of high performance scores.

Members ranked satisfaction areas on a scale from 1 to 10. Percentages here represent responses recorded as an 8, 9 or 10.

Quality of electric service

  • 89% Having few total power outages 
  • 87% Restoring power quickly after outages
  • 90% Having few momentary disruptions of service 
  • 89% Ease of contacting JEMC to report an outage
  • 92% Performing service or repairs right the first time 
  • 91% Being considerate of your property 
  • 88% Providing timely information on outages

Overall image of Jackson EMC 

  • 93% Being a trustworthy company
  • 92% A company concerned about its members’ needs
  • 92% Understanding what customers need
  • 92% Having knowledgeable employees
  • 93% Being a well-managed company
  • 94% Being a good citizen in the community

Jackson EMC’s billing process.

  • 92% Ease of understanding the bill
  • 93% Timely arrival of bills each month
  • 92% Clarity of bill messages
  • 85% Answering calls promptly
  • 81% Answering your question or resolving your problem on the first call
  • 82% Professionalism of the customer service representative
  • 85% Representative’s ability to understand your question or concern
  • 90% Listening to your problems or concerns
  • 90% Our ability to resolve problems or concerns
  • 89% Calling you back if necessary to resolve problems or concerns

Overall, 21% of those who responded to our mail-in survey had called Jackson EMC within the past 3 months. This is what they said about their most recent call: