OVERVIEW

Southern Company is a globally recognised energy provider, operating more than 42,000 megawatts of electric generating capacity across international markets. As the largest electricity generator in the United States and one of the world’s leading independent power producers, Southern Company’s subsidiaries and affiliated businesses supply energy to millions of residential and commercial customers worldwide, both directly and via the wholesale market. Headquartered in Atlanta, Georgia, Southern Company is the parent of Alabama Power, Georgia Power, Mississippi Power, as well as five natural gas providers and a group of additional companies. In 2020, the company reported annual revenues exceeding USD $20 billion and employed over 31,000 people globally.

SOLUTIONS

Southern Company implemented the Integrity Service® programme to strengthen its commitment to exceptional customer service. The initiative began with a 3.5-hour introductory workshop followed by eight weekly 1.5-hour reinforcement sessions. This was supported by ongoing coaching for managers to ensure consistent leadership alignment. Post-programme, the organisation introduced Advanced Skills Builder sessions to further embed a “customer for life” mindset throughout the business. To date, over 4,500 staff have completed the Integrity Service® programme.

IMPACT

Southern Company has maintained a strong reputation for service excellence, consistently receiving top-tier industry and customer satisfaction awards year after year. Recognised for their leadership in utility service, the company has earned accolades including:

• A #1 ranking by TQS Research in a national benchmark survey assessing customer experience among the largest utility providers in the United States.

• Recognition by the American Customer Satisfaction Index (ACSI) for leading customer satisfaction scores across the utilities sector and ranking 3rd overall across nine different service industries.

• Top-tier ratings for their national accounts programme from the Edison Electric Institute’s National Accounts Customer Advisory Group, commending service responsiveness and client engagement.

• The highest rating for electric service satisfaction among midsize business customers in the southern United States, according to a major national research organisation.

The Integrity Service® training programme played a critical role in Southern Company’s “Customer First” initiatives, a company-wide strategy aimed at revitalising customer focus and fostering cultural alignment. The significant uplift in customer satisfaction metrics is a direct reflection of the positive changes driven by this training. The programme remains a cornerstone in Southern Company’s efforts to deliver world-class service standards.

RESULTS

• Established a strong “customers for life” culture.

• Improved overall customer satisfaction and loyalty.

• Enhanced interdepartmental teamwork, boosting communication, operational productivity, and a shared customer-focused mindset.