Study Names SWEPCO, I&M 2016 Utility Customer Champions

Receiving the SWEPCO Market Strategies award are (from left) Sandra Bennett, vice president, Finance & Regulatory, Malcolm Smoak, vice president, Distribution Operations, Brett Mattison, director, Customer Services & Marketing, Venita McCellon-Allen, SWEPCO president and chief operating officer, Carey Sullivan, director, Corporate Communications, and Brian Bond, vice president, External Affairs. Photo by Scott Truelove.

Market Strategies International has named Southwestern Electric Power Company (SWEPCO) and  Indiana Michigan Power Company (I&M) 2016 Utility Customer Champions for their strong relationship with customers.

SWEPCO was recognized as both a Commercial Customer Champion and a Residential Customer Champion. According to Market Strategies International, “These utilities represent best practices in how they have grown strong customer relationships, built trusted brands and developed operational satisfaction among their customers.”

“Utilities deserve a lot of credit for building strong relationships with businesses that drive local economies,” said Chris Oberle, senior vice president at Market Strategies International. “This year’s Customer Champions are strengthening engagement with unmanaged account customers by offering them choices on rates, demand-side management programs, energy management tools, distributed energy and other offerings.”

“SWEPCO is very humbled and excited to receive the award for being a Customer Champion in the residential and business sector according to  the results of the Cogent/MSI Brand Trust Studies,” said Brett Mattison, SWEPCO director, Customer Services and Marketing. “We have always worked hard to ensure that we provide the customer with great service but over the last several years, we have intentionally increased our focus on the customer experience through the great work of the Customer Experience Work Plan. Every employee is familiar with our Customer Experience Values and have dedicated themselves to ensuring that the customer experience is always taken care of. This award is a reflection of the excellent work of all SWEPCO employees.’’

I&M was one of just three Midwest electric only utilities to receive a Residential Customer Champion award.

I&M was one of just three Midwest electric only utilities to receive a 2016 Residential Customer Champion award.

“We are happy to designate Indiana Michigan Power as a 2016 Customer Champion. Their customers have said they have strong and trusted relationships with this company,” said Oberle. “Specifically, I&M has improved customer scoring on environmental dedication, product education, safety, reliability and communications. So, they are now among the utility industry’s best customer brands.”

“I&M is truly honored to be presented with this award,” said Paul Chodak III, I&M president and chief operating officer. “Our I&M team strives to responsibly serve our customers with safe, reliable, affordable power and to enhance the service we provide our customers.”

Market Strategies International is a top, worldwide market research firm. The research firm’s Utility Trusted Brand and Customer Engagement: Residential study examined 130 of the nation’s largest electric and natural gas utilities to gauge their relationships with residential customers.