How does strong operational discipline lead to exceptional customer experiences? Shrewsbury Electric & Cable Operations recently earned a Gold Public Power Customer Satisfaction Award, with approval ratings above 95% across key areas like reliability, outage response, communication, and innovation. Using SELCO’s experience as a practical case study, gain insight into the organizational practices and response strategies that drive high satisfaction. Discuss actionable ideas to strengthen outage coordination, improve communication during critical events, and build a culture of accountability and trust.