Clay Electric Cooperative, Inc. is “Highest in Customer Satisfaction with Residential Electric Service among Cooperatives,” according to the J.D. Power 2021 Electric Utility Residential Customer Satisfaction Study.

This is the first time the co-op has received top honors in the annual national ranking. J.D. Power awards are recognized as the voice of the consumer, and are one of the very few earned by receiving high survey scores from a random sample representative of customers.

“Clay Electric employees are the best of the best, and make a true difference for our members,” said Clay Electric General Manager/CEO Ricky Davis. “This J.D. Power award is a tangible representation of how our members feel about the cooperative as a whole. I am grateful and humbled by their praise and goodwill.”

The J.D. Power 2021 Electric Utility Residential Customer Satisfaction Study is based on responses from 100,999 online interviews conducted from January 2021 through November 2021 among residential customers of the 145 largest electric utility brands across the United States, which represent more than 101 million households. Clay Electric is the 10th largest distribution electric cooperative in the country.

Utility performance was measured in six areas and Clay Electric ranked No. 1 in four of the six factors: price, billing & payment, communications and customer care. The other areas studied were corporate citizenship and power quality and reliability.

J.D. Power noted the progress of utilities, like Clay Electric, which have navigated a roller coaster economic environment to not only help their local economies, but also communicate more effectively about their programs and activities. 

During the COVID-19 pandemic, Clay Electric lowered the cost of power three times, paused disconnects on past-due accounts and donated $50,000 to local food banks. Employees have also spent more time volunteering in the community and promoting how the co-op can help its members with bills and energy efficiency.

"Utility customers want to hear about these efforts and, when they do, overall satisfaction is higher," said John Hazen, managing director of the utility practice at J.D. Power.  

Clay Electric’s score shot up 48 points to 822 out of a maximum of 1,000 in 2021 compared to the previous year’s J.D. Power study. 

Clay Electric Board of Trustees President Jimmy Wilson credits the co-op’s employees for the strong performance in the study.

“Excellent customer service and member satisfaction is our mission at Clay Electric,” Wilson said. “On behalf of the Board, I extend my deepest appreciation and thanks to the employees for their dedication to our members and the cooperative. We couldn’t be prouder of you and your accomplishments.”