Below is a list of the Cooperative Performance resources that Touchstone Energy offers.
Download the PDF of each resource to learn more or keep scrolling to hear testimonials of these programs from cooperative members.
Since 2004, Touchstone Energy Cooperatives has helped fund an annual exploration of member opinions to better understand the actions and messages defining the Cooperative Difference. This research delivers actionable strategic insight enabling cooperatives to develop an effective path towards improving member satisfaction and engagement.
More and more cooperatives are now participating in this member-focused research, which has resulted in increased member satisfaction for these cooperatives. Since our initial survey in 2004, 186 unique cooperatives have participated in the annual assessment of member opinion, and nearly 200,000 member-owner interviews have been conducted to date.
Our findings indicate that once we earn our members’ trust and confidence by demonstrating our competence in delivering reliable electricity and superior member service, we can open a proactive and ongoing dialogue that helps them recognize the Cooperative Difference.
The American Customer Satisfaction Index (ACSI) score measures the satisfaction of member-owners across the country.
By using ACSI metrics and measurements you can objectively gain insight into your member-owner satisfaction levels. This tool serves as a report card from your members so that you can analyze your progress, assess strategic changes and determine the best route for member-owner engagement.
On a 0-100 point scale, the ACSI score is calculated based on three attributes: overall satisfaction, confirmation of expectations, and comparison to an ideal utility company.
We are proud to note that year after year, Touchstone Energy cooperatives are among the highest scoring organizations in the energy utility sector.
Touchstone Energy Cooperatives are encouraged to use this valuable tool to assess and improve local member owner satisfaction.
Research shows that by embracing objective, metrics-driven data, co-ops significantly improve the success of their strategic initiatives. This ultimately leads to increased member engagement and subsequent satisfaction.
Using the Balanced Performance Scorecard, participating electric co-ops can measure and benchmark their performance and establish performance goals.
Then co-ops can compare their performance against their peers and best-in-class performers by quartile rank, geographic region, size and density.
The balanced performance scorecard leverages:
• A standardized set of nine metrics
• An online database of benchmark information
• A dashboard to help your co-op set goals, measure and systematically report performance
• A mechanism to ‘self-report’ and track key performance
To unlock best in class results, it’s essential to create a plan for reaching your goals in thoughtful and precise ways. That’s why Touchstone Energy, in partnership with the Palladium Group, Inc., provides our members with a customized Strategy Execution System (SES) designed specifically for electric co-ops.
SES is a proven cross-industry tool that helps co-ops design a strategy for reaching their goals, setting performance metrics and analyzing results for continual improvement.
Touchstone Energy cooperatives can utilize the stages and processes within SES to enhance their co-op’s ability to increase member satisfaction, create operational efficiency and ultimately achieve break-through performance.
The Touchstone Energy Best Practices Knowledgebase is an online repository of best practices that improve member satisfaction. We believe that by joining together and sharing our knowledge, our network will be collectively strengthened.
Browse the case studies to see the specific steps and tactics cooperatives have used in each of our Best-In-Class quadrants. Topics and initiatives range from:
• Strategy Execution for Breakthrough Performance
• Developing an Electric Vehicle Strategy
• Increasing Employee Engagement
• Managing Culture
• Bring Broadband to Rural America
• Linking Communications to Smart Grid Technologies
Community and Economic Development
• Community Solar Projects