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
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Inaugural year:
1994
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Updated:
annually
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Most recent data:
2023
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Companies:
28 major energy utilities, plus aggregate of smaller providers
Satisfaction Benchmarks by Company
| 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 | 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 | 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 | 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.