POWERGRAMS

For the third year in a row, Alabama Power has reached its highest-ever large business customer service score and taken the top position in Southern Company's annual survey of peer utilities. Alabama Power scored 9.59 on a scale of 10 to edge out its parent and sister companies in the 2014 Large Business Customer Value Benchmark (CVB) Study released Aug. 1. Gulf Power was second with a 9.55 score, followed by Southern Company (9.38), Georgia Power (9.24) and Mississippi Power (9.22). "It is great to see our customers once again recognizing the hard work of our employees," said Executive Vice President Steve Spencer. "Achieving the top ranking for three successive years is impressive." Alabama Power finished first or second in each of the driver rankings for the 21 companies whose customers were surveyed, with Alabama Power customer survey responses all averaging above 9.37. Alabama Power was first overall in account manager performance, outage reporting, reliability, cost and efficiency, while finishing second in billing, contact history and image. The company's ranking improved in both account manager performance and contact history in the 2014 survey. The overall score for Alabama Power has improved each of the past five years, moving from 9.14 in 2010, to 9.28 in 2011, 9.48 in 2012 and 9.52 in 2013. The 2014 scores were highest among automotive customers (9.89), followed by primary metals customers at 9.74, large commercial at 9.7, chemicals at 9.48 and division accounts at 9.44. "We could not keep earning this top rating without the ongoing dedication of Alabama Power employees to providing outstanding customer service," Spencer said. Southern Company and its operating companies headed the upper quartile of the survey for large businesses, which include manufacturing facilities, military bases, four-year universities and casinos using over 1 megawatt (MW) of electricity, and hospitals using more than 3 MW. The utilities' scores are from a model that is updated each year based on the current year's survey responses. The eight key 2014 drivers of customer satisfaction and value are: cost (23 percent), image (16 percent), contact history (13 percent), reliability (12 percent), account manager performance (12 percent), efficiency (11 percent), billing (7 percent) and outage reporting (6 percent). "This is an outstanding team effort for the employees of Alabama Power," said Vice President of Marketing Tony Smoke. "There has been a great deal of very hard work performed by a lot of employees to sustain our success in the large business CVB rankings. We have been in the top two each of the last five years and number one the last three. It is a great accomplishment for the APC team and I am very proud of everyone involved." Large business customer survey puts Alabama Power at top again CUSTOMER SERVICE 5 Edmondson, Carden, Gentile and Scott Reaves, Ford engineering manager. 'So much more than just keeping the lights on ...' By thinking outside the box, Primary Metals Major Accounts Manager Andy Carden found an innovative way to help an industrial customer save on its power bill. Based in Wabash, Ind., Ford Meter Box manufactures waterworks brass valves and fittings, water meter setting and test equipment, and products for pipeline maintenance. It has 125 employees in Pell City and a peak load of 1.5 megawatts. Among other efforts, Carden worked with Auburn Office Energy Services Engineer Don Chancy to conduct an infrared scan of Ford Meter Box electric distribution facilities to help the company operate more energy efficiently. "We are thankful to be a partner with Alabama Power, as they do so much more than just keep the lights on," said Zachary Gentile, senior vice president and general manager of Ford Meter Box. "Our account manager, Andy Carden, has worked closely with us over the last seven years through natural disasters and research projects." Ford Meter Box has placed additional outdoor lights in the parking lot to improve security for its employees, begun using electric forklifts, installed a more efficient air compressor and replaced incandescent lighting with fluorescent bulbs throughout the warehouse. When Carden became account manager for Ford Meter Box in 2007, he began working with plant engineer Mike Edmondson. The company added an electric water heater and switched from gas, installing infrared comfort heating as part of a 60,000-square-foot warehouse expansion in 2008. "I believe these measures will lead to greater customer satisfaction and further strengthen our relationship with Ford Meter Box," Carden said. By Carla Davis Photo by Nik Layman

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