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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

  • Inaugural year:

    2011

  • Updated:

    annually

  • Most recent data:

    2022

  • 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%

Connect With ACSI

Connect With ACSI

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