Consumers Energy Honored for Empowering Equity

We’re excited to honor Consumers Energy, winner of Chartwell’s 2025 Bronze Award for Excellence in Serving Vulnerable Customers, at EMACS 2025 this October in Dallas.

The award recognizes the launch of My Personalized Offerings, an online tool designed to improve engagement with low- and moderate-income customers. By using data-driven insights and personalized recommendations, the utility has:

• Reached over 53,000 customers
• Achieved 71% ease-of-completion
• Earned 72% likelihood of recommendation

This initiative has simplified program enrollment and increased awareness of available support, helping Consumers Energy move closer to its goal of doubling LMI program participation by 2026.

Join us at EMACS to celebrate this achievement and hear more about how innovation is driving equity in customer service.

👉 Learn more about the Vulnerable Customer Leadership Council by contacting Tim Herrick.

 

You may also like these blog posts:

• Moving Beyond LIHEAP: Seven Ways to Bolster Customer Energy Assistance
• Customer-Centric Excellence: Recognized with Chartwell’s 2025 Best Practices Awards
• New Vulnerable Customer Benchmark Study: 59% of Utilities Expanding Support for Moderate-Income Customers

 

Related Insight Center research:

• North American Utilities Are Making Strides to Improve Vulnerable Customer Experience
• Powering Hope: How Entergy’s Charitable Foundation Supports Vulnerable Customers
• Empowering Customers Through LADWP’s Customer Support Saturdays Initiative