International Energy Company Reaches New Heights in Customer Satisfaction With Integrity Service®
OVERVIEW
Southern Company (NYSE: SO) is an international energy company that operates more than 42,000 megawatts of electric generating capacity worldwide. It is the largest producer of electricity in the United States and one of the world’s largest independent power producers. Southern Company subsidiaries and their affiliates serve millions of retail customers worldwide and millions more through the wholesale market. Based in Atlanta GA, Southern Company is the parent firm of Alabama Power, Georgia Power, Mississippi Power, five natural gas companies and five other companies. Southern Company’s 2020 annual revenue was in excess of $20B with over 31,000 employees worldwide.
SOLUTIONS
The Integrity Service ® training engagement included an initial 3.5 hour workshop and eight 1.5 hour weekly follow-up sessions plus ongoing manager coaching. The Advanced Skills Builder sessions, after the eight weeks of follow-up, continued to promote and reinforce a strong “customer for life” culture. Over 4,500 employees have graduated from Integrity Service®.
IMPACT
Southern Company continues annually to win multiple industry, customer satisfaction and customer experience awards and accolades (including most trusted business partner and utility awards) as well as top workplace awards. TQS Research, a national benchmark survey of the largest utilities in the United States, rated Southern Company #1 in addition to a string of honors Southern Company has earned for its customer service:
- American Customer Satisfaction Index (ACSI) ranked Southern Company highest in customer satisfaction for utilities and 3rd highest among all companies from 9 different service industries.
- Southern Company’s national accounts program was voted by customers as one of the best in the country for service and responsiveness to customers, according to the Edison Electric Institute’s National Accounts Customer Advisory Group.
- Southern Company’s customer satisfaction for electric service to midsize business customers in the southern United States was ranked highest by a major national survey group.
The Integrity Service® training at Southern Company is regarded as a key component of the company’s Customer First Initiatives, a series of actions taken to renew a customer service focus among all employees. The program has had a profound impact on the customer service provided as reflected in the survey results referred to above. Integrity Service® continued to be a vital part of Southern Company corporate objectives to emphasize world class customer service.
Results
Creates “customers for life”.
Increase overall customer satisfaction and loyalty.
Build stronger teamwork across departments to increase communication, productivity, and customer focus.
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