Consumers Energy’s “My Personalized Offerings” Reward Engagement for Vulnerable Customers

Early in 2024, Consumers Energy recognized that there was a gap in their efforts to engage their low and moderate income (LMI) customers. These customers were not engaging with the utility’s support programs, even when some were actively searching for financial assistance and savings strategies. This resulted in only one in six people from this cohort receiving the full benefits of Consumers Energy’s services.

To address this issue, Consumers developed an initiative to raise awareness of its assistance programs, simplify the enrollment process, and tailor recommendations for individual user needs. This effort culminated in the digital tool known as “My Personalized Offerings.” Consumers Energy set the ambitious target of doubling enrollment in support programs by the end of 2026, ensuring that customers and communities in need had access to these offerings.

This effort earned Consumers Energy Bronze recognition in Chartwell’s 2025 Best Practices Awards for Excellence in Serving Vulnerable Customers.

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