AEP Sustainability - Customer Experience

Customer Experience

In 2018, we opened a dedicated Social Media Center to better meet our customers needs in the communication channel of their choice.

We are experts at producing and delivering safe, reliable electricity to our customers. However, we want to be much more than that. At AEP, our goal is to provide world-class service while creating positive, lasting relationships with our customers. We want to be the people who our customers and communities turn to first when they have energy needs. We also want to meet our customers in the communication channel of their choice while providing tailored solutions and making it simple, fast and convenient to do business with us. That’s how we create value for each customer.

Our customer experience strategy includes a variety of initiatives over multiple years focused on developing people, processes and customer-driven insights to help us exceed our customers’ growing expectations and changing needs. We are moving from being transactional focused to emphasizing the total customer experience. As part of this change, we are improving the interactions customers have with us. From first contact to delivery of service, changes in service and even termination of service, we are studying each touchpoint with our customers to improve their overall experience and satisfaction. We are also using new tools and technologies to help us do it better and more efficiently.