Implementing an ISO 9001-certified Quality Management System (QMS) has made the Energy Chamber’s approach to collecting and analyzing member and customer feedback much more disciplined. While feedback has always been a priority, the QMS has introduced a more rigorous and systematic method to ensure that insights are actionable and impactful.
Our events and training programmes consistently receive high satisfaction ratings, typically exceeding 80%, and often surpassing 90%. However, there are instances where specific aspects of our work or programmes receive constructive criticism. For example, in 2023, we received feedback suggesting that our focus on smaller member companies could be improved. Recognizing the importance of addressing the diverse needs of all members, we have prioritized this area over the past year.
The results of our most recent annual membership survey were encouraging, showcasing strong support and areas for continued growth.
Service Delivery
The overall satisfaction rating for our service delivery stood at an impressive 80%. Among respondents, 24% expressed being very satisfied, 71% were satisfied, and only 5% reported dissatisfaction. These figures affirm the effectiveness of our current initiatives while highlighting opportunities to enhance our service delivery further.
Representation
Feedback on our representation of the energy sector was overwhelmingly positive. A majority (60%) of members agreed that we always robustly represent the interests of Trinidad & Tobago's energy sector, while 40% stated we do so more often than not. This translates to a strong overall approval rating of 86%. When it came to representing the specific interests of individual member companies, the satisfaction rate was slightly lower but remained positive at 77%.
Advocacy
Our advocacy efforts, particularly those outlined in the 2023–2025 strategic plan, were well received. Most members agreed or strongly agreed that we effectively communicated the three key advocacy issues identified in our strategic plan. This positive feedback validates our approach while encouraging us to maintain transparency and engagement in advocacy.