Santee Cooper Customer Satisfaction Continues to Top National Average
In its most recent customer satisfaction survey conducted in late 2018 by MarketSearch, 91.8 percent of Santee Cooper residential customers say they are satisfied with their service. This sits well above the national average for residential customers among power companies, which is 89.1 percent. Santee Cooper’s satisfaction ranking is up slightly from the 2017 study and in 2018, 56.5 percent of customers say they are very satisfied.
In an effort to continually assess how its customers feel about their power quality, customer service, rates and value, Santee Cooper has utilized this independent research survey since 1992. In its most recent study, customers rated Santee Cooper highest in keeping power outages to a minimum. This is most encouraging considering that 2018 saw hurricanes Florence and Michael both pass over the state with deadly flooding and catastrophic winds, as well as Winter Storm Grayson with record cold temperatures and ice through the entire service area.
These high marks can also be attributed to Santee Cooper’s transmission reliability, which in 2019 was 99.9973 percent. This means the average transmission delivery point was without power just 14 minutes all year. Distribution reliability was 99.9961, meaning that all year, the average retail customer was without power around 20 minutes.
In addition to high marks for keeping the power on, customers’ satisfaction increased for Santee Cooper’s efforts to help them use energy efficiently (up 2.3 percent) and playing a leadership role in conservation, energy efficiency and renewable energy programs (up 3.9 percent). Survey results showed an increase in customer awareness of Santee Cooper Solar Home incentives, with over 61 percent of customers knowing about this particular program. Santee Cooper customers also continue to subscribe to Solar Share, South Carolina’s first community solar project.
Customer satisfaction is a direct reflection on the hard work of employees across the utility’s operational spectrum. The 1,650-plus employees of Santee Cooper remain committed to low cost, reliable power across the state.