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How Are We Doing?

Satisfaction Score (1 to 10)

The Satisfaction Score for the period shown is the average answer given to the question: "Please consider all your experiences to date with Midwest Energy. Using a 10-point scale where '1' means 'very dissatisfied' and '10' means 'very satisfied,' how satisfied are you with Midwest Energy?" Bellomy Research, Inc. randomly selects customers and completes 250 calls to residential customers and 150 calls to commercial customers every six months on behalf of Midwest Energy. The margin of error is +/- 4.9%.
2014 Calendar Year
8.69
2015 Calendar Year
8.78
2016 Calendar Year
8.80

Service Order Satisfaction

The Service Order Satisfaction score for the period shown is the percentage of customers who answered "yes" to the question: "Were you satisfied with our performance on this job?" This survey is mailed by Midwest Energy to individual customers who report a non-outage service problem such as blinking lights, low voltage, gas leak, etc. Approximately 750 surveys per year are returned by customers, representing a return rate of about 40%. This question is included on the same survey as the Customer Effort Score question.
2014 Calendar Year
97.6%
2015 Calendar Year
97.6%
2016 Calendar Year
98.8%

Customer Effort Score (1 to 5)

The Customer Effort Score for the period shown is the average score for the question: "How easy was it for you to have this problem resolved?" Answers are given on a 5-point scale where ‘1' means ‘very difficult' and ‘5' means ‘very easy'. This survey is mailed by Midwest Energy to individual customers who report a non-outage service problem such as blinking lights, low voltage, gas leak, etc. Approximately 750 surveys per year are returned by customers, representing a return rate of about 40%. This question is included on the same survey as the Service Order Satisfaction question.
2014 Calendar Year
4.7
2015 Calendar Year
4.8
2016 Calendar Year
4.8

Calls Abandoned Rate

The Calls Abandoned Rate for the period shown is the percentage of incoming phone calls that are abandoned by callers during normal business hours before being answered. Calls abandoned in less than five seconds are not included. Midwest Energy's target is 3.5% or less.
2014 Calendar Year
1.8%
2015 Calendar Year
2.0%
2016 Calendar Year
2.2%

Call Service Level

The Call Service Level for the period shown is the percentage of incoming phone calls that are answered by a live operator in 20 seconds or less during normal business hours. Midwest Energy's target is 85% or more.
2014 Calendar Year
86.7%
2015 Calendar Year
85.1%
2016 Calendar Year
85.3%

Capital Credits

Capital Credits are the margins remaining after deducting operating expenses from utility revenue. Since Midwest Energy is a cooperative owned by its customers, the margins are returned to customers on a 20-year cycle, with the oldest credits paid out first. Estates have the option of requesting credits earlier than 20 years, at a discount.
Paid in 2016
$4,843,000
Total Refunds (All years)
$51,000,000

Midwest Customer Care

Midwest Customers Care provides bill payment assistance to low income customers. The program is funded by voluntary donations from Midwest Energy customers and administered by the Salvation Army. The values shown indicate the number of customers making voluntary donations last month, total donations in the most recently completed heating season, and the number of assistance grants made during the same period. Mouse over the Community tab for more information.
Current Monthly Donors
911
Customer Contributions
$39,057
Customers Assisted
187

Automatic Bank Draft Participants

Automatic Bank Draft Participants for the period shown is the number of customers who paid a Midwest Energy bill via an automatic bank draft. Automatic bank drafts are the least expensive means for Midwest Energy to receive payment and help hold down rates.
2014 Average
16,423
2015 Average
16,698
2016 Average
17,124

Other Electronic Payments

Other Electronic Payments for the period shown is the number of accounts paid with one-time or recurring payments made via electronic channels, excluding Automatic Bank Draft. These channels include Midwest Energy's website, credit cards and debit cards. These are available by clicking the blue "My Account" box or green "Login" button on the home page and completing enrollment. Other miscellaneous electronic payments are also included in the total.
2014 Average
8,403
2015 Average
9,186
2016 Average
10,065

E-Billing Participants

E-Billing Participants for the period shown is the number of customers who receive paperless bills. Customers can select this option by clicking the blue "My Account" box or green "Login" button on the home page and completing enrollment.
2014 Average
2,066
2015 Average
2,725
2016 Average
3,164

Load Management

Load Management results summarize Midwest Energy’s efforts to reduce power costs by controlling summer peak demand of retail customers. Participating customers receive a financial incentive. Current options include the irrigation Pump Curtailment Rider (Pump$mart) and the Large Interruptible Service Rider for commercial and industrial customers who can interrupt at least 100kW of load. The “Percent of System Peak” is the achieved load reduction of participating customers in the most recent complete summer season divided by the retail summer peak load forecast prior to load reductions.
Participating Customers
676
Achieved Load Reduction
25,200 kW
Percent of System Peak
7.5%

Energy Efficiency

Energy Efficiency results summarize Midwest Energy's efforts to help customers save energy. "Homes Powered by Savings" is the number of average residential customers that could be supplied with the electricity saved by conservation measures implemented to date. "Homes Heated by Savings" is the number of average residential customers whose natural gas needs could be met with natural gas or propane saved by conservation measures implemented to date. "Emissions Prevented" is the amount of carbon dioxide prevented from entering the atmosphere each year, calculated with the EPA Household Carbon Footprint Calculator. Efficiency programs include How$mart®, How$mart® Light and How$mart® GT. All values shown are based on projects completed since August, 2007.
Homes Powered by Savings (Jan 2017)
364
Homes Heated by Savings (Jan 2017)
620
Emissions Prevented (tons of CO2/year)
6,497

Wind Energy

Wind Energy results for the period shown indicates the percentage of Midwest Energy's electric energy needs for retail customers met with purchases from large wind energy contracts.
12-month rolling average through December 2016
12%

Outages

Average Outage Duration is the total hours of service interruption for an average customer in a year. The utility industry calls this value "System Average Interruption Duration Index (SAIDI)". Interruptions per Customer is the average number of interruptions that a typical customer would experience over the course of a year. The utility industry calls this value "System Average Interruption Frequency Index (SAIFI)". Both values are the 12-month rolling averages ending with the indicated month and include only sustained outages lasting 5 minutes or longer, which is an industry standard. Shorter blinks are not included in these numbers. Both values are also "normalized" to exclude major events that interrupt service to 10% or more customers. This provides a better indicator of planning and maintenance practices rather than the impact of acts of God.
Avg. Outage Duration (hrs)
3.52
Interruptions per Customer (12-month rolling averages through Mar. 2017)
1.91

Electric Outage Causes

Outage Causes indicates the cause of sustained electric outages (5 minutes or longer) for the period shown. Proportions are based on the number of outages, not total duration of outages.
Last 12 Months Through Mar. 2017 (% of outages)
Weather Planned Animals Equipment Public Maintenance Unknown Other
35 9 10 12 9 14 4 7
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