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Energy Utilities

Build trust and loyalty by engaging with customers to improve what really matters

ACSI offers the most accurate and reliable metrics available to help energy utilities prioritize improvements for the greatest ROI.

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:

Energy Utilities

  • Inaugural year:

    1994

  • Updated:

    annually

  • Most recent data:

    2024

  • Companies:

    28 major energy utilities, plus aggregate of smaller providers

Satisfaction Benchmarks by Category

Energy Utilities
Anchor Link Category 2023 2024 % CHANGE
Energy Utilities 72 75 4%
Cooperative 74 78 5%
Municipal 71 75 6%
Investor-Owned 72 74 3%


Satisfaction Benchmarks by Company

Energy Utilities
Anchor Link Category 2023 2024 % CHANGE
Energy Utilities 72 75 4%
#atmos-energy Atmos Energy 77 80 4%
#berkshire-hathaway-energy Berkshire Hathaway Energy 74 77 4%
#dominion-energy Dominion Energy 73 77 5%
#duke-energy Duke Energy 73 77 5%
#nextera-energy NextEra Energy 75 77 3%
#southern-company Southern Company 75 77 3%
#consolidated-edison Consolidated Edison 72 76 6%
All Others 73 75 3%
#ameren Ameren 72 75 4%
#centerpoint-energy CenterPoint Energy 76 75 -1%
#exelon Exelon 74 75 1%
#national-grid National Grid 69 75 9%
#sempra Sempra 72 75 4%
#xcel-energy Xcel Energy 73 75 3%
#ppl PPL 72 74 3%
#public-service-enterprise-group Public Service Enterprise Group 73 74 1%
#wec-energy-group WEC Energy Group 72 74 3%
#cps-energy CPS Energy 68 73 7%
#los-angeles-department-of-water-and-power Los Angeles Department of Water and Power 71 73 3%
#nisource NiSource 75 73 -3%
#american-electric-power American Electric Power 72 72 0%
#cms-energy CMS Energy 72 72 0%
#firstenergy FirstEnergy 70 72 3%
#pge PG&E 63 72 14%
#dte-energy DTE Energy 72 71 -1%
#edison-international Edison International 68 71 4%
#eversource Eversource 65 68 5%
#etnergy Entergy 69 67 -3%


 

Customer Experience Benchmarks by Category

Energy Utilities
Benchmarks Investor-Owned Municipal Cooperative
Ability to provide reliabile electric service 81 82 82
Quality of mobile app 82 84 82
Reliability of mobile app (minimal crashes, downtime, lags) 82 84 81
Ease of understanding billing statement 79 80 80
Website satisfaction 80 81 79
Ability to restore electric service after outage 78 80 80
Courtesy and helpfulness of staff or representatives 77 78 80
Information provided on energy-saving ideas 76 76 77
Efforts to support local community 75 76 79
Efforts to support green programs that impact the environment 73 74 77


 

Customer Experience Benchmarks Year-Over-Year Trends

Energy Utilities
Benchmarks 2023 2024
Ability to provide reliabile electric service 80 82
Quality of mobile app 80 82
Reliability of mobile app (minimal crashes, downtime, lags) 79 82
Ease of understanding billing statement 76 80
Website satisfaction 77 80
Ability to restore electric service after outage 77 79
Courtesy and helpfulness of staff or representatives 74 77
Information provided on energy-saving ideas 72 76
Efforts to support local community 71 75
Efforts to support green programs that impact the environment 69 74


Industry averages are weighted by companies’ market shares.
2024 results based on data collected January 2023 – December 2023

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