We are always seeking Member input on how we are performing and what our Members want. Every month we survey our Members to ask about our reliability, whether we are meeting their expectations, and what we can do better. Our team reviews the responses and data we receive, and we use it to understand our Members and make better decisions.
Our Member surveys tell us we are doing well, our satisfaction scores have consistently increased over the last five years. Over the last 12 months we have averaged an ACSI (American Customer Satisfaction Index) score of 85, which is above the industry average. In fact, this score compares favorably with many well-known companies that are celebrated for their customer service. Satisfaction scores for cooperatives are consistently higher than other companies, in part because of our focus on Members and service to our community. We are proud of our scores and working to do even better.
As we strive to constantly improve, your survey responses and the input you provide to Trico are extremely valuable. We appreciate your ideas for improving service, enhancing reliability, and we hear you when you stress the importance of managing costs and rates. Not only do we hear you, we’re doing something about it.
Trico works hard to manage costs and keep rates down, and we remain focused on the affordability of our service. In fact, providing cost-effective energy solutions is part of our mission. We are committed to controlling the costs we can control and running our operations as efficiently as possible. On that topic, I want to share some examples of how we are creating solutions to help improve reliability and reduce costs, the benefits of which we pass through to our Members.
This year, we have more than 40 Major Operational Projects. These are internal initiatives designed to improve our efficiency, enhance reliability, and deliver greater value to you, our Members. Here are a few examples:
Self-Healing Grid Technology (ADMS)
We’re implementing advanced software that can automatically detect power outages, pinpoint the problem, isolate the damaged section, and reroute electricity—often restoring power to most affected Members in seconds rather than hours. Think of it as giving our grid the ability to heal itself and anticipate outages before they occur.
Wildlife Protection at Substations
Birds and other wildlife contacting equipment is a leading cause of outages. Using grant funding, we’re installing specialized protection devices at all our substations to prevent these contacts. This means fewer unexpected outages and less impact on wildlife.
Pole Testing and Drone Inspections
We’re implementing advanced inspection technologies—including drones and specialized testing solutions—to proactively identify potential problems with our poles and overhead infrastructure before they become outages. It’s preventative medicine for your electric system.
On-Bill Financing for Energy Efficiency
Later this year, we’re launching a program (financed with funding from the Rural Utilities Service) that lets you finance home energy efficiency improvements and battery storage systems right on your electric bill with low-interest options. If you’ve wanted to make upgrades but the upfront cost was a barrier, this program is for you, and the energy savings provide a benefit for the entire system.
Trico has more than 165 employees, and every one of them is committed to our mission of providing reliable, cost-effective, and sustainable energy solutions (and, if we get enough interest from Members, soon we will be offering high-speed, affordable fiber internet). I am grateful for the work of Trico’s employees, and on behalf of Trico’s staff I want to thank you for being a valued Trico Member.
Brian Heithoff
CEO and General Manager
