Roanoke’s corporate strategy yields results
Three years ago, your cooperative made the strategic decision to be more than just your electric service provider. Roanoke underwent months of strategic planning and goal-setting with one major focus in mind: your satisfaction.
For three years, Roanoke has been striving to be a leading cooperative providing top tier performance in safety, service and reliability. Over the past three years, member-owners have gained access to solar energy, financing for energy efficiency upgrades to their homes and businesses, and loyalty programs that earn credits on their electric bill from online purchases.
As we approach the end of year three of our corporate strategy, your cooperative is proud to report that we’re seeing major improvements in member-owners’ perception of our performance.
Specifically, member-owner survey responses show trends of improvement in the various efforts Roanoke has put forth in the following since 2014:
- Member-owners’ perception that our employees are knowledgeable and competent increased by 2 percent.
- Member-owners' perception of our system’s reliability also increased by 2 percent.
- Member-owners' perception of our ability to provide good value for the money spent increased by 5 percent.
- Member-owners’ satisfaction increased by 4 percent.
Our research organization has been in contact with at least 1,000 member-owners each year during this time to gauge our performance in the above areas and other categories. These responses help chart the course in representing the cooperative’s mission. The words of encouragement and constructive feedback have been very valuable.
We would like to thank you, our member-owners, for acknowledging our efforts thus far. For that, we celebrate where we are as a cooperative family. However, your cooperative knows that we must always strive to be better. That’s why we’re committed to continue in the New Year with a laser focus to bring you best-in-class service.
As always, your cooperative is available to you and responding to ‘the call’!
Stay up-to-date with the latest corporate strategy updates by visiting www.roanokeelectric.com/TheCall.