Cooperative Energy Utilities
Put your customers at the heart of business decisions
Choose the most accurate and reliable measurement for understanding the voice of your customer.
COOPERATIVE
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:
Cooperative Energy Utilities
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Inaugural year:
2011
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Updated:
annually
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Most recent data:
2022
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Companies:
1 major energy utility, plus aggregate of smaller providers
Benchmarks by Industry
Customer Experience Benchmarks Year-over-Year Industry Trends
| Benchmarks | 2021 | 2022 |
|---|---|---|
| Ability to provide reliable electric service | 80 | 78 |
| Ability to restore electric service after an outage | 78 | 76 |
| Ease of understanding your bill | 77 | 76 |
| Reliability of mobile app (minimal down time, crashes, lags) | 79 | 76 |
| Courtesy and helpfulness of staff or representatives | 75 | 75 |
| Quality of mobile app | 77 | 75 |
| Website satisfaction | 79 | 75 |
| Efforts to support local community | 73 | 73 |
| Information provided on energy-saving ideas | 72 | 72 |
| Efforts to support green programs that impact the environment | 71 | 71 |
*Industry averages are weighted by companies’ market shares.
Satisfaction Benchmarks by Company
Cooperative Energy Utilities
| Company | 2021 | 2022 | % Change |
|---|---|---|---|
| Cooperative Energy Utilities | 73 | 73 | 0.0% |
| All Others | 73 | 74 | 1% |
| Touchstone Energy | 73 | 73 | 0% |