Ozarks Electric Cooperative is a member-owned electricity provider serving several counties in Arkansas. A downward trend in member satisfaction – Ozarks Electric's most valued performance metric – prompted their adoption of the Balanced Scorecard in 2008. Since then Ozarks Electric has achieved a three-year average American Customer Satisfaction score of 92 and set a national record of 96 in 2012. Planning is now implemented cross-departmentally to accomplish long-term, unified goals. Affordability has improved by 100%, the number of dropped calls per month has been reduced by two thirds, the length of time a customer is without power during a service disruption was reduced by 73%, and lost work days dropped to zero.