As we wrapped up 2025, Decatur County REMC asked members to do something simple but powerful: tell us how we’re doing.

We distributed a brief survey covering everything from service and rates to culture and communication. The feedback we received was invaluable. It didn’t just affirm what we’re doing well — it helped guide our focus as we continue building a better community together.

What we’re doing well

The results were encouraging.

Eighty percent of respondents rated their overall satisfaction at 8.5 or higher. Members consistently pointed to communication, member service, reliability, and “keeping the lights on” as our strongest qualities.

In fact, 84% of respondents said we provide reliable electric service. One member summed it up this way: “Power is rarely out, and when it is, crews restore it quickly.”

Others shared long-term perspectives that speak volumes:

• “Have been a customer for over 37 years and the service has been excellent.”
• “We have been members since 1972 and your long record of providing us electric and keeping our home warm and well lighted and safe means a lot!”

Reliability, communication, and responsiveness aren’t just goals — they’re expectations. And our team works every day to meet them.

When we miss the mark

Not every comment was glowing — and that’s important.

One member shared: “Way too many power outages and power surges.”

While the vast majority of members experience strong reliability, we take concerns like this seriously. Our new meter network and Reliability 2.0 initiative are designed to detect issues faster, improve response, and limit outages in the first place.

With already having a focus on outages, our five-year average of lost consumer hours has dropped substantially — from 40% to 25%, but we’re not stopping there. We will continue to work and reduce this number in hopes all members are satisfied.

Rates: Understanding the difference

Rates sparked honest feedback from both sides of the spectrum.

Members shared:

• “The prices compared to Duke Energy is almost double. I don’t feel like they are being reasonable on their prices and raising prices at peak seasons.”
• “Keeping rates low and affordable.”

Those concerns deserve a clear explanation.

Investor-owned utilities, like Duke Energy, serve densely populated areas with significantly more homes per mile of line. As a rural electric cooperative, Decatur County REMC serves fewer homes across more miles of infrastructure. That means the cost to build, maintain, and restore lines is spread across a smaller membership base.

Even so, we are focused on responsible financial management. Decatur County REMC has not implemented a base rate increase since 2019. While equipment costs, materials, and inflation have all risen, we have worked carefully within our budgets to limit the impact on members.

As a cooperative, we don’t answer to shareholders. We answer to you. Our priority is delivering reliable service at the lowest responsible cost while maintaining the infrastructure our community depends on.

High bills and smart tools

Another concern:

“I had one of the highest bills in 12 years this year and don’t know why.“

Extreme temperatures and increased use can impact monthly bills. But no one likes surprises.

That’s why tools like SmartHub are so important. SmartHub allows members to track daily usage, compare month-to-month trends, and set up alerts for consumption. Understanding your usage is often the first step in managing it.

And members told us they want more support with high electric bills. Our team is ready to walk through usage, answer questions, and help identify possible causes. Sometimes a quick conversation makes all the difference and we’re here when you need us.

Expanding fiber and improving communication

Members made it clear: expanded fiber access remains a priority. Reliable, high-speed internet is essential for education, business, and daily life, and we continue investing for the future.

We also improved communication around tree maintenance. Members are now notified in advance when trimming is scheduled in their area. Sometimes the biggest improvements come down to better communication.

Transparency and trust

Perhaps the most meaningful feedback centered on trust.

• “I believe DCREMC is transparent and value their customers. Keeping us informed and immediately taking care of outages.”
• “We’ve never had any issues with the service, but the biggest factor is their communication. They keep you informed at all times. I also love their diligence. They take everything seriously and get it taken care of fast and efficient.”
• “If someone is wanting to move to my area, I’ll tell them the electric is most likely more affordable than what they currently pay.“

That’s what being a cooperative is about. We’re not just a utility. We’re member-owned. We live here. We serve here. We invest here.

Moving forward

The survey confirmed what we’ve always believed: reliability, communication, and community matter most.

It also reminded us that there’s always room to improve.

We will continue strengthening reliability through technology and infrastructure upgrades, expanding fiber, and maintaining transparency in how we operate.

Thank you to every member who took the time to respond. Your feedback doesn’t sit on a shelf — it shapes our decisions.

Together, we’re not just delivering power — we’re building a better community.