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Santee Cooper earns high marks in customer satisfaction for 2013

  • Wednesday, January 22, 2014

MONCKS CORNER — The results from Santee Cooper’s annual customer service survey again exceed the national and state averages in satisfaction measures, and in core business areas such as customer service, reliability, rates, values and conservation.

The MarketSearch survey shows an overall satisfaction rate of 99 percent in 2013 from Santee Cooper’s residential customers. Nationally, the satisfaction rate for other utilities is 88.9 percent. Santee Cooper has consistently scored higher than average in this category.

“Throughout 2013, Santee Cooper focused on providing excellent customer service, controlling our cost of electricity and water, and maintaining excellent reliability,” said Lonnie Carter, Santee Cooper president and CEO. “We appreciate our customers’ loyalty and will continue to work hard to earn their confidence in us.”

Some of Santee Cooper’s highest ratings came in the reliability category. The survey revealed 99 percent of customers were satisfied that Santee Cooper kept outages to a minimum, while 99.7 percent of customers felt Santee cooper restored power as quickly as possible in the event of an outage.

Other high marks came in categories relating to customer service, with more than 98 percent of residential customers saying they are satisfied with Santee Cooper’s quick response to customer problems and questions. In addition, more than 97 percent felt Santee Cooper shows concern for customers. With regard to value, 92 percent said Santee Cooper’s power is worth the price they pay.

Customers also indicated their appreciation for Santee Cooper’s energy conservation efforts and gave high marks for Santee Cooper’s concern for the environment.

“Santee Cooper’s residential customers continue to be quite satisfied with the utility, particularly relative to power quality and reliability, customer service and conservation efforts,” said Frank Brown, president of MarketSearch. “More than three out of four customers say they are very satisfied with Santee Cooper overall, well above the national average.”

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