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Achieving High Customer Satisfaction at Jackson EMC with Marketplace

By Crystal Leaver on

Man receiving a package

Most utilities have a goal to improve customer satisfaction, and one important tool is through utility Marketplaces. Jackson Electric Membership Cooperative) or Jackson EMC, a cooperative located in Northeast Georgia. The utility launched Uplight’s Marketplace in 2017 to do just that–boost customer satisfaction. The Marketplace provides instant rebates on smart thermostats as well as Level 2 electric vehicle chargers. 

The experience has proven to work. Jackson EMC received a Net Promoter score of 79 and a customer satisfaction score of 71. And the utility has also boosted sales by sending follow-up emails to customers who abandon their cart at the 24 and 72 hour mark. For example, an email sent 1 hour after cart abandonment saw a 60% open rate and 36% of customers complete their purchase. 

Christy Queen, Director of Residential Marketing at Jackson EMC said, “Uplight’s Marketplace has enabled us to provide first-class service to our customers while instantly applying rebates. We are also excited about the opportunity to grow our Marketplace to provide energy saving products that are easy to purchase.” 

Find out more in our case study here


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