Customer Satisfaction with the Services of an Electric Cooperative

Abstract: This study investigated customer satisfaction with the services of an electric cooperative in Northern Negros, examining billing, technical support, and digital platforms; the survey also sought to understand the respondents’ profile, comprised predominantly of older, male member-consumer-owners with higher income and educational attainment. While high satisfaction was reported for billing and technical assistance, moderate satisfaction with digital services highlighted key areas needing improvement, yet demographic differences didn't significantly impact overall satisfaction levels. The findings emphasized the need for intuitive digital interfaces with real-time data and immediate notifications. To enhance service delivery, it is recommended for the cooperative to consider upgrading digital platforms, providing real-time data access and empowering informed decision-making, implementing proactive notifications to ensure members receive timely account updates and important announcements, and simplify digital tools while enhancing digital support, payment options, member education, data security, and testing protocols, all while promoting inclusivity through robust offline options. Addressing these elements may meaningfully enhance customer experience and engagement. Keywords: Customer satisfaction, electric cooperative, services