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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

  • Inaugural year:

    2011

  • Updated:

    annually

  • Most recent data:

    2022

  • 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%

Connect With ACSI

Connect With ACSI

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