In this ongoing feature, we’re taking a closer look at the comments we received on a member survey and sharing how your input is shaping our decisions and day-to-day operations. Last month, we began addressing operations-related feedback, and we’ll continue this conversation by highlighting responses from leadership across the cooperative.
Our goal is to be transparent, keep you informed, and demonstrate how member feedback plays an active role in improving the service and experience we provide.
Member comment:
“It would be nice to have your representatives be more experienced with handling the calls. When I called before, this person didn’t know how to answer my question. She had to transfer to someone else.”
Leadership Response:
Thank you for sharing this feedback. We understand how frustrating it can be when you call with a question and don’t receive an immediate, complete answer, and we appreciate the opportunity to address this concern.
At the time this survey was conducted, we did have newer team members serving in our front office and member services roles. While every representative is trained to assist members and knows when to involve additional support, becoming fully proficient takes time. Our team members are responsible for much more than processing payments or answering basic questions. They must learn our mobile app, billing systems, electric industry terminology, rate classes, account groupings, and the many factors that can make each member’s bill unique.
When a representative transfers a call, it’s not a sign of indifference. It is a commitment to accuracy and making sure you receive the correct information. That said, we recognize the importance of confidence, efficiency, and consistency when members contact us.
We continue to invest heavily in training, mentoring, and cross-department support so our front office staff can grow in knowledge and experience. As our newer employees gain more time on the job, their familiarity with our systems and services continues to strengthen, and we are confident this will translate into an even better experience for our members.
Providing excellent service remains one of our top priorities, and your feedback plays an important role in helping us improve. We appreciate your patience and your trust as we work to serve you better every day.
Member comment:
“My bill is too high. Help me lower it.”
Leadership Response:
We understand that keeping electric bills affordable is a top concern for many of our members. While every home’s energy use is different, we are committed to providing tools, resources, and
information that can help members better understand and manage their use.
One of the most powerful tools available is the SmartHub app. Through SmartHub, members can view their daily energy use, which can help identify patterns and pinpoint what may be driving higher bills inside the home. This insight often makes it easier to adjust habits, settings, or equipment to reduce energy use.
We also encourage members to explore our rebate programs, which are facilitated through Hoosier Energy. These rebates are available for a variety of energy-efficient appliances and upgrades that can help lower energy consumption over time while saving money upfront.
In addition, we work hard to consistently share energy- and cost-saving tips across multiple platforms. You’ll find practical advice on our social media channels, in our Current Matters newsletter, within Indiana Connection magazine, and even through our podcast, The Power Hour. Our goal is to meet members where they are and provide helpful, easy-to-use information throughout the year.
If you ever have questions about your use, billing, or ways to save energy, we encourage you to reach out. Our team is always happy to help review options and guide you toward resources that may make a difference. Your feedback helps shape how we support our members, and we remain committed to helping you use energy as efficiently and affordably as possible.
