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Mecklenburg Electric Earns National Recognition for “Culture of Service”

Article on Cooperative’s Service Titled “Good at Everything”

CHASE CITY – Touchstone Energy, a national service and brand performance organization, recently recognized Mecklenburg Electric Cooperative in their national publication Brand Performance, and featured the local cooperative’s customer service efforts in their Best Practices Knowledgebase. Touchstone Energy provides resources to a national alliance of 700 plus consumer-owned electric cooperatives in 46 states that deliver energy and energy solutions to more than 27 million customers every day.  

The Best Practices Knowledgebase provides electric utilities across the nation access to information on culture building, processes, and projects that have resulted in successful customer relations programs. Utilizing proven programs allows cooperatives to save dollars and increase their chances of receiving the desired result in their efforts to establish strong, positive relationships with their members. 

Only a handful of electric cooperatives have been honored in this section which represents the best of the best.  The local cooperative was selected for assessment, and ultimately recognition, after independent survey results showed that Mecklenburg Electric performed exceptionally well across the board relative to national customer service rankings; and, in fact, Mecklenburg Electric’s scores exceeded the national benchmark in every single category by a statistically significant margin.  The categories covered by the survey and evaluated included Reliable Service, Handles Complaints, Treats Fairly, Restores Power, Always Trust, Delivers On Promises, Good Value, Looks Out For You, Communicates Rising Costs, Inspires Me, Goal Low Cost, Gives Money Back, Doing More on Cost, Keeps Me Informed, Manages Energy Use, and Committed to Renewables.  

An excerpt from Touchstone Energy’s assessment of the local cooperative’s customer service culture says:  “Mecklenburg Electric has made energy efficiency a cornerstone of their member service effort . . . Mecklenburg Electric attends community events to get the word out about energy efficiency . . . Communicating with members is a high priority for this organization, and they make every effort to be as proactive, forthcoming and transparent as possible in all matters that impact the members.”

According to Brand Performance, Touchstone’s quarterly newsletter to utility CEOs and brand leaders, “Mecklenburg Electric ranked well above average by members in every one of 16 cooperative service attributes as measured in the 2010 Cooperative Difference research.  In addition, Mecklenburg Electric, which serves 31,000 members in southern Virginia, was ranked the best in the nation in an area where cooperatives typically falter:  helping consumers manage their energy costs.” 

Mecklenburg Electric Cooperative’s President and CEO John Lee states, “We serve only one master here at Mecklenburg Electric, the member at the end of the line. Our recognition by Touchstone Energy is an honor and a result of the culture of service that pervades our organization.  Our employees listen to our members, we proactively communicate both good news and bad, we make every effort to do what we tell them we are going to do and when, and then we follow up to make sure we have met their expectations. Our members’ satisfaction with our service is job one behind working safely.” 

Organized in 1938, Mecklenburg Electric Cooperative provides electric service to homes, farms and businesses in the counties of Brunswick, Charlotte, Greensville, Halifax, Lunenburg, Mecklenburg, Pittsylvania, Southampton, and Sussex.  It is headquartered in Chase City and has district offices in Chase City, Emporia, and Gretna.



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