Our motto here at YEC is looking out for our members. Looking out for you goes beyond providing reliable service, it means making your life easier and your relationship with your cooperative effortless–frictionless. When the rubber meets the road, or rather when your lights go out, you contact our office, or when you receive your bill, we want you to have the best possible experience. No muss, no fuss–just good, frictionless service.
From our point of view, providing frictionless service means going a step beyond providing affordable, reliable, safe energy by anticipating and preventing problems. We want to save you time, prevent your call, and stay ahead of the curve. To accomplish our goal this year we have invested in our distribution system to decrease the number of outages by replacing old poles and wire, adding snake fencing to our substations, adding animal guards to our system, and inspecting twice as many poles and underground facilities. We rebuilt three substations to improve reliability and increased the frequency of our right of way cycle to keep the area clear around lines. Not to mention, technology is on our side. We are using more data analytics to spot outage and brief service interruption trends before they become a nuisance to you.
We also think clear communication to our members helps to improve your frictionless service experience. Therefore in 2018, we have worked to increase communication to our members by adding more social media awareness, redesigning our website, placing proactive calls to members whose usage looks higher than normal and calling before planned outages occur.
But what about you? How you feel about your service experience from your cooperative is most important, which is why we are focused on hearing your opinion. As a start, this year we called five members each week for random surveys on their service experiences and asked for feedback from online surveys. To take it a step further, we would like to invite you to take this opportunity to participate in our ACSI survey. Tell us how we are doing and, more importantly, how we can improve for you. Members who participate from now until December 31, 2018, will be entered in a drawing for a $100 power bill credit. Mail it back to us at the address provided, drop off your thoughts at one of our office locations, scan and email the survey to memberservices@yorkelectric.net, or give us a call to share your views at (803) 684-4248.
We want to hear from you and are dedicated to being the best for our members. Thank you for helping us make 2018 successful. As a token of our appreciation and as a special Christmas surprise, please check here. We look forward to learning from you, improving from your advice and continuing to serve you. Wishing you a safe, happy and healthy Christmas season.
Paul Basha
President and Chief Executive Officer