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Santee Cooper continues to score higher than the national average in customer satisfaction



01/26/2016


Nearly perfect marks in power reliability and outage restoration kept Santee Cooper’s latest residential customer satisfaction score well above the national average, with an overall satisfaction score of 97 percent, according to an independent study conducted in October by Market Search.

Beyond overall satisfaction, the study looks at ten other factors including power quality, customer care, service, rates, environmental responsibility and planning for the future. Nationally, 92.5 percent of customers are satisfied with their utility.

Some of Santee Cooper’s highest ratings from customers were in the areas of reliability and responsiveness. The survey showed 99.7 percent of customers feel their power is reliable and 98 percent are satisfied that Santee Cooper works to keep power outages at a minimum. Some 97.6 percent are satisfied that Santee Cooper restores power as quickly as possible when outages occur.

“Providing reliable electricity is at the heart of what we strive to do at Santee Cooper. It is not just a part of our mission, it is a part of our every workday” said Mike Poston, vice president of Santee Cooper’s retail operations. “Our employees work hard to ensure power is readily available for all of our customers.”

Customer Service also scored well, with 97 percent indicating Santee Cooper both responds quickly to customer questions or problems and shows care for its customers.

A record number of customers (93.3 percent) indicated awareness of Santee Cooper’s energy efficiency programs, with 95 percent of those customers satisfied with Santee Cooper’s efforts to help them use energy efficiently. Customers also gave Santee Cooper strong marks in concern for the environment. In fact, Santee Cooper scored higher than the national average in every area measured.

"The vast majority of Santee Cooper's residential customers indicate they are quite satisfied with the utility.  Compared to national norms, Santee Cooper's satisfaction levels continue to be well about the industry average, with its strongest performance in the area of value, power stability and care for customers," said Frank Brown, president of MarketSearch.

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