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
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Inaugural year:
1994
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Updated:
annually
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Most recent data:
2024
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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