I agree with the comments above that Coops need to hold themselves to a much higher standard as it relates to customer (member) engagement.
When a member raises concerns they are showing their strong interest in their organization and responding is critical to maintaining and improving our legitimacy. That said, many members do not have the same level of commitment to the key principles of a cooperative. They simply want good service at a competitive price. As an organization, we need to be on top of needs of all members and this needs to be measured in many different ways. Some of these measures are very similar to those used by our competitors (market share, customer surveys, etc.). Our key advantage as a coop is that we can rely on the word of mouth of our very committed members as they can be key ambassadors for us that allows us to grow our business with those who are not as familiar with the role of their coop in the community.