By Andy Johns
Happy National Cooperative Month!
Most businesses answer to their customers on some level. But with a cooperative like Pioneer, it’s black and white in our bylaws: We ultimately report to our board, made of and elected by our members. Those members are the clients and customers we work for every day.
That’s why I’m so happy to share some results from our 2021 Pioneer Pulse survey.
Since members (like you!) are our boss, I consider this an annual review where you check in and let us know how we’re doing.
Of course, let me say a sincere thank you to all of those who participated. Your answers will help us serve you better in the years to come.
And while there is always room for improvement, your reviews of our staff, work and processes were very positive. On average, Utility Pioneers said it’s very easy to do business with us (9.7 average score), and the same number of folks said they are likely to recommend our communications co-op to peers.
- Overall satisfaction: Our team received an average rating of 9.1 out of 10.
- Value of service: 9.4 out of 10.
- Highest-rated services: Magazines, websites and marketing
- Highest-rated support: Issue resolution, timelines and quality of communication
- Lowest-rated support: Quoting and contracting (8.5 out of 10).
The survey also gave some insights into how you think of Pioneer and how you like to interact with us. Facebook, webinars and our email newsletter were the highest-rated communication channels. Respondents said they specifically wanted to see more content on social media trends, crisis communications, planning and strategy, technology for communicators, and photography tips.
The most common response for how folks refer to Pioneer was as a “magazine publisher,” but a significant number identified with the organization as a “communications cooperative” or “communications partner.” Publishing magazines is an absolutely critical part of our DNA as an organization — but as the guy in charge of marketing all of Pioneer’s services, I was pleased to see so many folks embracing the identity as a full-service agency for utility communications.
Looking past the statistics, the messages our respondents left for us were particularly meaningful. Folks used words like creative, professional, friendly and “almost like family” to describe our staff. Our work earned accolades including “time saving,” “incredible value,” “astounding” and even “a Godsend.”
One member summed it up simply: “Pioneer makes my work life easier.”
For an organization built to do exactly that, I can’t think of a higher compliment.
Are you a Pioneer member?
Pioneer membership is open to any community-owned (cooperative or municipal) utility or their associations who use a recurring monthly service from Pioneer. This includes telephone and broadband cooperatives. Eligible services include:
- Pioneer Social
- Web hosting, security and maintenance
- Pioneer Studio
- Ruralite, Currents, Florida Currents, Louisiana Country, Enchantment and select other electric publications
In addition to membership voting rights, members also receive annual patronage from Pioneer. Historically, members get back about 5% of what they spend with Pioneer each year. In 2021, members received a record 8.3% back on eligible spending.
Membership comes with access to more than 400 years of industry experience, too. We’re celebrating our co-op’s impact this month, but you reap the benefits all year long.
To see if you are eligible for membership, email firstname.lastname@example.org.