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How do consumers feel about your utility? Ask.
Are there ways for you to improve community connections, strengthen existing programs and offer new services? Pioneer and our partner, Pulse Research, conduct member surveys to help you identify priorities and effective strategies.
“People want to be heard,” Cordova Electric Cooperative CEO Clay Koplin says. “I can’t recall a single time in my career when anyone got angry or dissatisfied when I shut my mouth and listened.”
Clay Koplin
Want to learn more? Watch our webinar:
Survey Process
What’s Your Goal?
Your goal helps us design your survey.
- Benchmarking: If you want to track consumer sentiment over time and have used surveys in the past, we can help maintain consistent questions to allow benchmarking your utility’s quality of service, communication preferences and overall member satisfaction.
- Considering a new program? Include questions to gauge consumer interest.
- Facing challenges? Use the survey to learn how consumers feel about possible choices, then share results to support the choices the utility eventually makes.
To make sure every consumer comment can be heard, our surveys include open-ended questions in addition to easy to quantify responses.
Once we know the goal of the survey, we’ll work with you on the logistics.
- Pick your platforms: While most people will complete the survey online, you can opt to offer phone interviews, too.
- Who do you want to invite? You may want to invite all members to participate, or you can use a digital marketing campaign to target invitations to consumers from specific areas and/or demographics (age, gender, race, income).
- Decide on survey incentives. Will you give participants a bill credit, local business gift card, or something else? Decide on survey promotion incentives to say “thank you” for participating in the survey. We’ll walk you through different tested promotion options.
- Spread the word: Pioneer provides multichannel communication assets with consistent graphics and messaging to make employees and consumers aware of the survey.
To help share the story revealed by the survey, Pioneer and Pulse Research deliver a strategic research report that includes an analysis of the results along with specific recommendations. Our team of utility storytellers will present the results and recommendations virtually or in person.
Pioneer was built to share your story.
Ask us how we can get started!
Team Experts
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Speaker, StoryConnect
Inspiration
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Blog
You want to know what your consumer-members think about you, but what should you ask? Researcher and Pioneer partner John…
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BlogMember research not only helps you understand your consumer-members better, it empowers utility decisions and communications based on their feedback.…
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Case StudyChallenge: Appalachian Electric Cooperativemonitors member satisfaction with a mix of surveys fromTouchstone Energy, theTennessee ValleyAuthorityandE Source. But as utility leadership…
