Municipal Energy Utilities
Benchmark your progress with the national measure of customer satisfaction
Improve your performance using customer satisfaction analytics with scientific precision.
MUNICIPAL
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:
Municipal 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:
3 major energy utilities, 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 | 81 | 82 |
| Reliability of mobile app (minimal down time, crashes, lags) | 80 | 80 |
| Ability to restore electric service after an outage | 78 | 79 |
| Quality of mobile app | 78 | 79 |
| Ease of understanding your bill | 77 | 78 |
| Website satisfaction | 74 | 78 |
| Courtesy and helpfulness of staff or representatives | 72 | 74 |
| Efforts to support local community | 71 | 73 |
| Information provided on energy-saving ideas | 70 | 72 |
| Efforts to support green programs that impact the environment | 68 | 70 |
*Industry averages are weighted by companies’ market shares.
Satisfaction Benchmarks by Company
Municipal Energy Utilities
| Company | 2021 | 2022 | % Change |
|---|---|---|---|
| Municipal Energy Utilities | 71 | 73 | 2.8% |
| Salt River Project | 75 | 76 | 1% |
| All Others | 71 | 73 | 3% |
| Los Angeles Department of Water and Power | 68 | 68 | 0% |
| CPS Energy | 73 | 63 | -14% |