DCEC Membership Survey Results

 During December 2010 through January 2011, some DCEC members were contacted to participate in a phone survey to provide feedback on membership perspectives. SDS Reseach, who was contracted by DCEC to condcut the survey, contacted 406 members with the average interview taking approximately eight minutes.   This survey has allowed DCEC to see where the cooperative needs to make improvements as well as what services members are satisfied with and what they would like to see available in the future. This survey has provided valuable feedback for DCEC in order to maintain a high level of customer service and satisfaction.

Below are the results of the membership survey:

DEMOGRAPHICS

  1. Member Age:
    35% of the respondents on the survey were 65 years of age or older, 49% of members were 46 - 65 years old, 14% were 31 - 45 years old, and less than 3% were younger than 31 years old.
  2. Member Gender:
    54% of the members surveyed were male, and 46% were female.

MEMBER SATISFACTION

  1. 93 - 96% of DCEC's membership was very satisfied with the level of service they receive.
  2. 92% of members strongly agreed DCEC provides reliable service, and 91% of members strongly agreed that DCEC is responsive to outages.
  3. 94 - 94% of members reported a very favorable experience in dealing with DCEC personnel.
  4. 70% of members strongly prefer to pay their bills through regular USPS mail ("snail mail") and 20% prefer to pay online (approx. 50% of DCEC members have internet access)

DCEC BOARD/GOVERNANCE

  1. 59 - 86% of members generally feel the DCEC Board of Directors is well prepared to handle future challenges.
  2. 92% of members strongly agree on wanting to maintain geographic district representation.
  3. 29% of members support reducing the board size from 9 board members to 7. 43% of members do not support the change in the size of the board.
  4. 72% of members strongly support allowing absentee balloting at the Annual Meetings.
    - 58% would prefer paper ballots
    - 16% would prefer automated telephone balloting
    - 15% prefer web balloting

MEMBER AFFINITY

  1. 78 - 89% of members feel that being a member of a cooperative is important to them.
  2. 78 - 92% of members know that DCEC is a non-profit corporation.
  3. 62 - 88% of members feel that DCEC adequately communicates the benefits of belonging to a cooperative.
  4. 66 - 88% of members feel that DCEC takes an active role in the community.

NEWSLETTER/COMMUNICATIONS

  1. Most members read DCEC's Catskill Hi-Line newsletter and 86% give it a high rating.
  2. The Catskill Hi-Line newsletter and bill inserts are the preferred method for DCEC to communicate to the members. Email, DCEC's website, and newspaper were the less favorable methods.
  3. 50% of DCEC members have internet access.
     - 41% of member with internet access use "broadband" (satellite, cell)
     - 9% of members are using dial-up
  4. Of those with internet access, 76% believe DCEC should consider providing Broadband service.

RENEWABLE ENERGY

  1. 66 - 84% of members feel it is important for DCEC to provide renewable energy.
  2. Below is the premium amounts that members support for renewable energy:
     - 36% feel there should be no increase in price
     - 25% would be willing to pay a 1 - 5% increase  
     - 13% would be willing to pay a 5 - 10% increase

RELATED SERVICES

  1. Members interest in purchasing the following products from DCEC at a reasonable cost:
     - 52 - 68% of members are interested in purchasing high efficiency hot water heaters
     - 44 - 61% of members are interested in purchasing high efficiency lighting (e.g. CFLs)
     - 43 - 54% of members would be interested in low interest loans from DCEC for energy efficiency
       investments
     - 34 - 54% of members are interested in purchasing home energy audits
     - 37 - 50% of members are interested in purchasing security lighting
  2. DCEC members showed interest in participating in the following programs:
     - 52 - 71% showed an interest in a "Time-of-Use" electric rate structure
     - 25 - 37% showed an interest in the hot water heater "Load Control Program"