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Energy Utilities

Build trust and loyalty by engaging with customers to improve what really matters

ACSI offers the most accurate and reliable metrics available to help energy utilities prioritize improvements for the greatest ROI.

ENERGY
UTILITIES

There is a strong relationship between customer satisfaction and return on equity for energy utilities. ACSI helps utilities satisfy the needs of consumers and investors alike, building trust and loyalty by engaging with customers to improve satisfaction and ROI.

At a glance:

Energy Utilities

  • Inaugural year:

    1994

  • Updated:

    annually

  • Most recent data:

    2023

  • Companies:

    28 major energy utilities, plus aggregate of smaller providers

Satisfaction Benchmarks by Company

Energy Utilities
First Hidden Column Company 2022 2023 % Change
0 Energy Utilities 72 72 0%
1 Berkshire Hathaway Energy 73 74 1%
1 Dominion Energy 74 73 -1%
1 WEC Energy Group 75 72 -4%
1 Southern Company 75 75 0%
1 NextEra Energy 75 75 0%
1 Atmos Energy 76 77 1%
1 CenterPoint Energy 78 76 -3%
1 PG&E 61 63 3%
1 NiSource 73 75 3%
1 Eversource 66 65 -2%
1 Consolidated Edison 73 72 -1%
1 National Grid 69 69 0%
1 Entergy 69 69 0%
1 Edison International 69 68 -1%
1 DTE Energy 69 72 4%
1 American Electric Power 69 72 4%
1 FirstEnergy 70 70 0%
1 Public Service Enterprise Group 71 73 3%
1 Xcel Energy 72 73 1%
1 PPL 72 72 0%
1 Exelon 72 74 3%
1 Duke Energy 72 73 1%
1 CMS Energy 72 72 0%
1 Los Angeles Department of Water and Power 68 71 4%
1 Ameren 72 72 0%
1 Salt River Project 76 73 -4%
1 Sempra 73 72 -1%
1 CPS Energy 63 68 8%
1 All Others NM 73 NA

*2023 ACSI scores for measured investor-owned utilities = 72, measured municipalities = 71, and measured cooperatives = 74.
2023 results based on data collected January – December 2022.
NM – Not measured
NA – Not available

Energy Utility Benchmarks

2023 Customer Experience Benchmarks

Benchmarks 2023
Ability to provide reliable electric service 80
Quality of mobile app 80
Reliability of mobile app (minimal down time, crashes, lags) 79
Ability to restore electric service after an outage 77
Website satisfaction 77
Ease of understanding your bill 76
Courtesy and helpfulness of staff or representatives 74
Information provided on energy-saving ideas 72
Efforts to support local community 71
Efforts to support green programs that impact the environment 69

Industry averages are weighted by companies’ market shares.

Connect With ACSI

Connect With ACSI

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