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
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Inaugural year:
1994
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Updated:
annually
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Most recent data:
2022
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Companies:
25 major energy utilities, plus aggregate of smaller providers
Benchmarks by Industry
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.
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% |