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Santee Cooper again exceeds national average in customer satisfaction survey



01/26/2015


MONCKS CORNER, S.C. – Santee Cooper continues to exceed  the national average in residential customer satisfaction and specifically excels in customer service, reliability, rates, value and conservation, according to an annual independent survey conducted by Market Search.

The Market Search survey shows an overall satisfaction rate of 98.7 percent in 2014 from Santee Cooper’s residential customers. Nationally, the satisfaction rate for other utilities is 85.6 percent.

“Santee Cooper’s focus has always been on providing excellent customer service and improving the quality of life for the people of South Carolina,” said Marc Tye, Santee Cooper senior vice president of customer service.  “We will continue to work every day to earn our customers’ confidence and loyalty.”

Some of Santee Cooper’s highest ratings are in the reliability and responsiveness category. The survey reveals 99 percent of customers are satisfied that Santee Cooper does what it can to keep outages to a minimum and 99.3 percent feel Santee Cooper restores power as quickly as possible after an outage.

Customer service scores overall are high with more than 97.4 percent indicating they are satisfied that Santee Cooper responds quickly to customer problems and questions. In addition, more than 96.5 percent feel Santee Cooper shows concern for customers.

“Research consistently identifies high levels of satisfaction among all of Santee Cooper’s customer segments. Residential customers are especially satisfied with Santee Cooper’s reliability, customer service, environmental responsibility, community involvement and value,” said Frank Brown, president of Market Search. “Satisfaction levels on these dimensions are significantly higher than what is recorded for other utilities across the U.S.”

“Employees throughout Santee Cooper are committed to our customers, regardless of their specific job description.  We are proud of the results of the survey and will continue our dedication to go above and beyond to meet our customers’ needs,” said Mike Poston, vice president of Santee Cooper’s retail operations.

Customers also appreciate Santee Cooper’s energy conservation efforts and 94.9 percent of customers said they are satisfied with Santee Cooper‘s concern for the environment. Additionally, 96.3 percent believe Santee Cooper helps customers use energy more efficiently.

When compared with rates for other products and services, 89.6 percent said they are satisfied with Santee Cooper’s rates compared to the cost of other products and 86 percent agree that Santee Cooper power is worth the price they pay.

Santee Cooper is South Carolina's largest power provider, the largest Green Power generator and the ultimate source of electricity for 2 million people across the state. Through its low-cost, reliable and environmentally responsible electricity and water services, and through innovative partnerships and initiatives that attract and retain industry and jobs, Santee Cooper powers South Carolina. To learn more, visit www.santeecooper.com