Skip to content

Investor-Owned Energy Utilities

Link customer satisfaction with utilities to business outcomes

Analytic tools to help you improve profits hand-in-hand with customer loyalty.

INVESTOR-OWNED 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:

Investor-Owned Energy Utilities

  • Inaugural year:

    1994

  • Updated:

    annually

  • Most recent data:

    2022

  • Companies:

    25 major energy utilities, plus aggregate of smaller providers

Satisfaction Benchmarks by Company

Investor-Owned Energy Utilities

Company 2021 2022 % Change
Investor-Owned Energy Utilities 72 72 0.0%
CenterPoint Energy 76 78 3%
Atmos Energy 76 76 0%
NextEra Energy 76 75 -1%
Southern Company 75 75 0%
WEC Energy 73 75 3%
Dominion Energy 73 74 1%
Berkshire Hathaway Energy 73 73 0%
Consolidated Edison 73 73 0%
NiSource 75 73 -3%
Sempra 72 73 1%
All Others 70 72 3%
Ameren 73 72 -1%
CMS Energy 71 72 1%
Duke Energy 71 72 1%
Exelon 72 72 0%
PPL 74 72 -3%
Xcel Energy 72 72 0%
Public Service Enterprise Group 73 71 -3%
FirstEnergy 72 70 -3%
American Electric Power 70 69 -1%
DTE Energy 73 69 -5%
Edison International 72 69 -4%
Entergy 72 69 -4%
National Grid 70 69 -1%
Eversource 65 66 2%
PG&E 61 61 0%

Investor-Owned Energy Utility Benchmarks

Customer Experience Benchmarks Year-over-Year Industry Trends

Benchmarks 2021 2022
Quality of mobile app 79 78
Reliability of mobile app (minimal down time, crashes, lags) 79 78
Website satisfaction 77 77
Ability to provide reliable electric service 76 75
Ease of understanding your bill 75 75
Courtesy and helpfulness of staff or representatives 73 73
Information provided on energy-saving ideas 72 72
Ability to restore electric service after an outage 73 71
Efforts to support local community 70 70
Efforts to support green programs that impact the environment 70 69

Industry averages are weighted by companies’ market shares.

Connect With ACSI

Connect With ACSI

Want to get in touch with one of our experts? We’d love to hear from you.
Reach out to us using the form below.

I am interested in the following industries (select all that apply):