Santee Cooper’s Rate Restructure Strengthened by Intentional, Ongoing Customer Engagement

Santee Cooper introduced a new three-part rate structure in April 2025, the first rate change in eight years. Through the process, the utility’s key success factors have included providing customer education well beyond launch; staff training that extends beyond the contact center; and a recognition that customers respond better to bill impact examples than lengthy written explanations. Santee Cooper is leveraging its accomplishments and lessons learned to continuously improve its rate- based customer communications.

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