It’s heard in meeting rooms at the AEP Ohio headquarters in Gahanna. It’s written in presentations to colleagues and communities. It’s seen right there on our website, AEPOhio.com.
We’re committed to delivering unmatched service.
We know what it takes to make that commitment to our customers, and it’s something our employees do every day. With accolades in two separate industry studies, we’re now seeing the progress of the work we do to better serve our customers.
The latest J.D. Power customer satisfaction score saw AEP Ohio improve to third place for Overall Satisfaction among similar sized utilities located in the midwestern United States.
There are six categories of the survey, including power quality/reliability, billing/payment, price, communication, customer service and corporate citizenship.
AEP Ohio’s scores in Communication were in the 1st quartile compared to overall industry results. Scores were within the 2nd quartile for all other categories.
AEP Ohio was also named a 2019 Cogent Syndicated Business Utility Customer Champion. The honor is awarded to utilities that have higher offering engagement, provide value-added offerings and services, and are best positioned for future customer success and industry innovation, according to Escalent, the analytics firm that conducted the study.
“It’s rewarding to see how our efforts are positively impacting our residential and business customers’ satisfaction with us,” said Katie Grayem, AEP Ohio director of customer experience. “Every employee knows the impact just one conversation or interaction can have on someone. Every day we want to look for opportunities to do things better than the day before.”
AEP Ohio is one of 18 utilities to be designated a Customer Champion in the 2019 Cogent Syndicated Utility Trusted Brand & Customer EngagementTM: Business study. There are 76 utilities benchmarked on an Engaged Customer Relationship score, a composite index of Service Satisfaction, Brand Trust and Product Experience performance.
AEP Ohio received an Engaged Customer Relationship index score of 792 on a 1,000-point scale. Surveys were conducted among 14,702 business electric, natural gas and combination utility customers of the 76 largest US utility companies, based on customer counts.