Feedback Helps GVP Deliver Outstanding Service

By Rita-Lyn Sanders, Director of Marketing and Communications

GRAND JUNCTION, COLO. - (May 8, 2023) Before I joined the Grand Valley Power team, my relationship with the cooperative was as a member. My first interaction with our organization occurred last year when I called to start electric service to my house. I was grateful to learn that GVP is a cooperative. The very word implies that I am part of an organization that has my interests at heart rather than those of a faceless investor.

As I expected, my call was answered promptly by a friendly person. The GVP representative whom I talked with on the phone proficiently handled my service request, cheerfully answered all my questions and o ered a warm welcome to the Grand Valley. She helped me, a busy mom, set up an online account so I could automatically pay my bills through my bank without the cost of purchasing stamps and worrying about whether I would get the payment to the mailbox on time.

It was apparent that the representative took pride in her work and cared about her community. I was quite pleased with GVP’s hometown service.

The same cannot be said for my interactions with the other utilities I called. Some required me to work through a maze of telephone prompts to finally reach a person, and it was apparent that some did their jobs from a completely different region than my snow-capped landscape. Still others took advantage of my phone call to offer me additional products and services I do not need, under the guise that they would help make my move easier. I ended the calls with the perception that these companies were more concerned about what they could extract from me than how they could help me.

Excellent customer service should be mission critical for all companies that put their members first. Serving our members, after all, is the most important thing we do. We want to be certain that we are delivering safe, reliable and affordable electricity with exceptional service.

To ensure we are meeting our members’ expectations of exceptional customer service, GVP regularly conducts member satisfaction surveys throughout the year. Surveys are sent to members after they interact with our departments. Results are tallied on a five-point scale, with five as the best service and one as poor service.

In 2022, GVP members awarded the co-op an average of 4.88 stars on a 5-point customer service scale. These high marks are important to us because they mean we are delivering on our mission. Additionally, this feedback from our members helps us determine where we can do even better.

Thank you to our members who receive a survey and take the time to respond, comment and return it. We want to continue to provide you with exceptional customer service and need your input to carry out this critical mission.

About Grand Valley Power

Organized in 1936, Grand Valley Power is the oldest rural not-for-profit electric cooperative in Colorado. Serving over 19,000 meters within the Mesa County area, Grand Valley Power is dedicated to empowering lives with hometown service and delivering safe, reliable and affordable electricity. For more information visit gvp.org or follow us on Facebook and Twitter.