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2025 Member Engagement Survey

Please fill out the form below to submit the survey. If you prefer to print and mail in a copy click the button to the right. If you need a copy mailed to you please contact the office at 712-707-4935 or nwrec@nwrec.coop.

Member Engagement Survey 2025

We want your feedback! North West REC exists to provide our members with safe, reliable and affordable electricity. As a member owned electric cooperative, we value your feedback and input to ensure that we are meeting your needs now and in the future. We are conducting a member satisfaction survey to gauge how we are doing.


Through our partnership with Touchstone Energy, we are using the American Customer Satisfaction Index (ACSI) to conduct the survey and benchmark our results. The ACSI is the only national cross-industry measurer of customer satisfaction in the United States.


This is a voluntary survey. In addition to the four ACSI questions, we are asking a few other questions that will assist us with our attempts to continue to improve our overall member engagement. We would appreciate your participation. You can complete this survey online at our website www.nwrec.coop. A drawing for a Blackstone grill and a Frosted Frog 54 quart cooler along with eight (8) $100 bill credits will be held for all completed surveys returned by May 31, 2025.


For future improved communication opportunities, would you please provide the following optional information. (This information will only be used by NWREC and not shared with any other entity.)

1. The age of the person completing the survey:
18-30
31-45
46-60
61+

  1. Communication with our members is very important.

2.a Do you read our monthly newsletter?
2.b Do you find the newsletter informative?
2.c Do you read the IAEC "Iowa Electric Cooperative Living" magazine?
2.d Do you prefer to receive NWREC's Annual Report by mail or is it acceptable to only post it on our website?
2.e Do you use social media? (please select all that apply)

3. We continue to try to find ways to encourage our younger and newer members to participate in the Cooperative’s Annual District Meetings, Member Appreciation Day events, and programs.

3.a Have you attended an Annual District Meeting or a Member Appreciation Event in recent years?
3.b Which of the following are important for your decision to attend one of these events? (please select all that apply)
4.a Are you aware that NWREC offers rebates on energy efficient heating/cooling systems & other energy efficiency measures?
4.b If you have received a rebate, did it impact your buying decision?
4.c Would you like more information on our rebate program?

5. NWREC offers a SmartHub program that gives our members the ability to pay their bill, check their usage, report service issues & contact NWREC from their mobile device or the Web.

5.a Are you using this service?
5.b If you are using it, how is it working for you?
5.c If you sign up for SmartHub, you are able to receive text messages about outage restoration. Is this something that interests you?

6. Renewables - NWREC’s power supply mix through WAPA & Basin now includes nearly 45% hydro, wind, and other renewables.

6.a How would you rate our current renewables involvement?

7. NWREC has purchased an electric vehicle (EV) and is offering a rebate for EV chargers.

7.a Have you considered purchasing an EV for yourself?
7.b Do you think you may purchase an EV in the next 5 years?
8. Are you aware that NWREC has a new mobile app? We encourage all of our members to download this App to stay up to date with the most current information from your Cooperative.
9. Do you have access to High Speed Internet?

11. How would you rate your level of satisfaction with NWREC’s:

11.a Billing system
10 Very Satisfied
9
8
7
6
5
4
3
2
1 Very Dissatisfied
11.b Service Reliability
10 Very Satisfied
9
8
7
6
5
4
3
2
1 Very Dissatisfied
11.c Energy Efficiency Programs
10 Very Satisfied
9
8
7
6
5
4
3
2
1 Very Dissatisfied
11.d Communications
10 Very Satisfied
9
8
7
6
5
4
3
2
1 Very Dissatisfied

12. Customer satisfaction means many things. We would like feedback regarding your overall satisfaction with NWREC.

12.a Please consider all your experiences to date with NWREC. How would you rate your level of satisfaction with NWREC?
10 Very Satisfied
9
8
7
6
5
4
3
2
1 Very Dissatisfied
12.b To what extend has NWREC fallen short of your expectations or exceeded your expectations?
10 Exceeds your expectations
9
8
7
6
5
4
3
2
1 Falls short of your expectations
12.c Forget NWREC for a moment. Now, imagine an ideal utility company. How well do you think NWREC compares with that ideal utility company?
10 Very close to the ideal
9
8
7
6
5
4
3
2
1 Not very close to the ideal
12.d Assume for the moment, that you could choose from among more than one utility company. The next time you are going to choose a utility company, how likely is it that it will be NWREC?
10 Very likely
9
8
7
6
5
4
3
2
1 Very unlikely

Thank you for completing the survey!

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