MSTS Expands with New Capabilities and Cooperatives

The Member Satisfaction Tracking Survey (MSTS), a customizable service utilized by close to 50 cooperatives nationwide to monitor and strengthen member satisfaction, continues to grow and evolve in 2026. We’re excited to welcome six new cooperatives from across the country — including Florida, Indiana, Minnesota, North Carolina, Tennessee and Virginia — so far this year.

Coming Soon: Interactive Dashboards

New online dashboards for MSTS participants are launching next month, enabling cooperatives to explore their survey results in new ways. Sort, filter, explore key drivers and data points in one intuitive space — at no additional cost. Stay tuned for the dashboard launch date and upcoming webinar details.

What You Receive as an MSTS Participant

The new dashboard will complement the survey’s existing deliverables, including:

Customized individual report for your cooperative
Weekly lists of verbatim comments and requests for contact
One-on-one support from the Cooperative Insights team
Personalized quota development
Net Promoter Score℠ and American Customer Satisfaction Index (ACSI®) score (optional)
Supplemental reports for participants utilizing interaction surveys
Quarterly utility sector report for participants receiving an ACSI® score

How to Use This Survey

Monitor member satisfaction
Understand member experiences at key touchpoints, such as outages or right-of-way work
Identify strengths — and pinpoint opportunities
Hear directly from members through verbatim responses
Promptly contact members who request follow-up
Deepen understanding of your membership — from how they view themselves (customer vs. member) to Net Promoter Score℠ categories
Track performance trends
Measure the impact of initiatives
See the bigger picture with national benchmarks and benchmarks by co-op size
Inform strategies to strengthen member trust

Ready to Learn More?

To move the needle on member satisfaction with MSTS, contact Lorrie Kristof for more information.