York Electric Cooperative, Inc.

ACSI

Did you know?

At YEC, we’re more than just a power company. We’re your trusted energy advisor and a proud community partner. Here are a few accomplishments we’re celebrating:

  • Local Fort Mill student Carolyn Zheng won the 2020 Cooperative Children’s Book Challenge. We received a published copy of her book (A) to share last month! Be sure to visit your local library to borrow When Wind Meets Windmill!
  • YEC is excited to announce STIWA Group will be moving their headquarters to near Carowinds Blvd., becoming a member of YEC. Bringing 44 new jobs and investing $3.7 million dollars into the project, the engineering and light company is a great addition to our area.
  • YEC is giving a total of $13,000 to high school seniors in the next two months. It’s not too late to apply! See our Educational Opportunities to learn more.
  • Construction continues on our Aycock School substation (B), which will serve members in the McConnells area.
  • Our member services team answered 110,703 total phone calls in 2020 and 8,282 so far this year. Our team has adapted and continues to serve our members despite the pandemic (C).
  • YEC crews responded to 100% of reported outages within one hour (D).
  • We started construction on our Highway 49 expansion project to improve reliability and increase capacity.
Photo A: Carolyn Zheng's book cover illustration, "When Wind Meets Windmill!"
(A) Carolyn Zheng's book
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American Customer Satisfaction IndexWell, thanks!

At YEC, we like to make it a habit to ask our members how we’re doing in the customer service department. A few months ago, we wrapped up another American Customer Satisfaction Index (ACSI) survey. According to our members, we are still a top performer, scoring a 94! Our score of 94 is:

  • Nearly 20 points higher than the national average.
  • Nearly 15 points higher than the highest-scoring sector of Manufacturing/ Nondurable Goods.
  • Nearly 22 points higher than the average score for the Energy Utilities sector.

Thank you for allowing us to serve you and for giving us feedback on how to improve.

 

An 80-year rock collection

Picture a glass jar, a bag of stones and a bag of small pebbles. If I told you that all the rocks would fit in the jar, how would you start to fill it? I’ll save you some time. The rocks won’t fit if you start with the small pebbles. The stones take up the most room and should be placed in the jar first. The small pebbles can be poured in, moved around and shifted to fill in the cracks to make your jar full.

Take one more imaginary step with me. Suppose that jar is your life, and those stones and pebbles are the values you hold in high esteem. If you start with the small things, you won’t have enough space in your life for the big-ticket items. My priorities are the Lord, my family and our community. What are your rocks? Would you want to give up one of your large stones to make time for the small things? Just like the analogy, the small pebbles will fit too. It just takes some forethought to prioritize what really matters and fill your cup in the right order.

Elizabeth Plyler
YEC member Elizabeth Plyler shows off her craft. Learn more about the Catawba Indian Nation, their pottery and Plyler’s recollection of when the lights came on nearly 80 years ago.

For the past 80 years, your co-op has identified our biggest rock as our members. You have always been and always will be the priority at YEC. From finding a way to bring electricity to your homes in 1941 to researching a way to provide high-speed internet to the unserved and underserved in our territory, we are always looking out for you. Some of our other large stones are service, safety, reliability, integrity and trust. We focus our energy on prioritizing these business practices so that your energy service exceeds your expectations. As we press pause to evaluate our own lives, we encourage you to help YEC do the same. Help us make sure we’re still on the right track by participating in the American Customer Satisfaction Index survey. We want to hear from you, our top priority, and the biggest stone in our jar.

Speaking of filling vessels, you can learn about one of our oldest members and the pottery she and her family have been making for years. She also shares with us her memory of when the lights came on nearly 80 years ago. As we enter the new year, I encourage you to evaluate your rock collection and take away the importance of love from Mrs. Plyler. I wish you and your family well this holiday season. Merry Christmas!

Paul Basha

Sincerely,

Signature

 

 

Paul Basha
President and Chief Executive Officer

Holiday closings

YEC offices will close to celebrate Thanksgiving on Nov. 26 and 27 and Christmas on Dec. 23 (closing at noon), 24 and 25. Crews will be on standby in the event of an outage. YEC wishes you and your family a healthy, safe and happy holiday season. Merry Christmas from your co-op!

Our score of 94 is great, thanks to you!

ACSI: American Customer Satisfaction Index®The results are in and your co-op came out on top. Thank you for participating in our recent customer satisfaction survey and providing feedback to help us continue reaching new service goals. As always, YEC is looking out for you. That’s why we asked for your feedback to compare the service you receive from YEC against all industries in America. Compared to all publicized ACSI scores in every industry in 2018, your cooperative has the best, with a score of 94–and that’s because of you.

We’re not finished yet. Your support and responses have provided us with the guidance we need to continue improving. Last year, we focused on making your service experience frictionless–no muss, no fuss–just good service. This year, we want to break the mold on business as usual. We aim to provide our members comfort–an ease of doing business–and the peace-of-mind that your power is reliable, affordable and safe. We’ve already taken strides to make your life easier.

Did you know you can make a payment arrangement, pay your bill, report an outage, and make changes to your account all from our free YEC Mobile App? You can even apply for new service or disconnect your account all from our website.

Remember, we are here for you and want to know what you think. If we can help, let us know! Contact us through our Member Services Email form. You can also call our office, reach out through social media or fill out one of our improved surveys. We are committed to making a difference, serving you with local, like-minded people and, most importantly, keeping your lights on and your bill low. That’s the cooperative advantage and our promise to you. Thank you for your support and putting your cooperative above all others!

Our dedicated employees are homegrown in our communities. Much like in the photo, YEC works as a unit to make a big impact. We are more than just an electric utility, and you are more than just a member.

YEC Scores High Marks for Customer Satisfaction

American Customer Satisfaction IndexIt’s all part of a day’s work!

We’d like to thank all our members for helping us score a “95” on the American Customer Satisfaction* Index.

Your feedback puts York Electric Cooperative higher than all other companies measured by ACSI in the country.

Dendy Lerner
Congratulations to Dendy Lerner, Fort Mill, who won the $100 power bill credit in the drawing for returning the member survey.

Even though ACSI recognizes “customer” satisfaction, York Electric members are in fact “owners.” That’s an important distinction. And it’s why we strive to provide a level of service that’s second to none.

We’re honored with this high mark and your continued vote of confidence and will remain a dependable source of electricity for all our members.

*Touchstone Energy ACSI member ratings using the ACSI customer satisfaction survey questions are compared to the ACSI ratings of residential customers of the U.S. largest investor-owned energy utilities.

Related Links:

What is a Co-op?
Loyal Connections
Celebrating co-op independence
Together we make a difference

YEC receives high marks for member satisfaction

Electric co-op membership offers value far beyond affordable, reliable electricity.

Paul Basha, YEC President & CEO
Paul Basha, President & CEO

York Electric received a score of 93 on the American Customer Satisfaction Index (ACSI). Our score is among the top in the nation, significantly higher than the national score of 84 for Touchstone Energy Cooperatives and 16 points higher than investor-owned utilities.

American Customer Satisfaction Index (ACSI)The ACSI is one of the most recognized measures of customer satisfaction for more than 230 companies in 47 industries and 10 economic sectors, as well as over 100 services, programs, and websites of federal government agencies. The industries include utilities, hotels, wireless phone and cable TV companies, and airlines. The ACSI benchmarks are a national indicator of the economic health of the U.S.

We are proud to have a high score among our members regarding their level of satisfaction, and we strive each and every day to provide a high level of service to our membership while providing affordable and reliable electric service.

Our employees take tremendous pride in the service we offer to our members, and I would like to commend all of them for their commitment to member service excellence. They are a very special group that really does care about those we serve. And member service, next to safety, is our highest priority.

I would also like to thank our members for the confidence you place in us, and for your support which we are so privileged to have. Recognizing that it takes years to earn that kind of trust, but mere moments to lose it, we’ll continue to work hard and focus on making sure our members are pleased with the service they receive from their cooperative.

 

Paul Basha

Paul Basha
President and Chief Executive Officer

Related Links:

What is a Co-op?
Loyal Connections
Celebrating co-op independence
Together we make a difference