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Category: UtilitiesUnited States

  • 2026 U.S. Utility Digital Experience Study

    Utility Customer Experience Increasingly Hinges on Website and Mobile App Engagement, JD Power Finds

    2026-02-18

    jillian.breska

    • Nearly one-third of utilities still do not offer a mobile app
    • Wide gaps between top and bottom performers on outage info, reporting problems
    • Pricing plans, rebate information are the most difficult areas to navigate

    TROY, Mich.: 19 Feb. 2026 — As the nation’s electric, gas and water utilities continue to be on high alert to the threat of weather-driven outages and service interruptions, many have taken to email, text messages and mobile app alerts to prepare customers and help them navigate potential challenges. According to the JD Power 2026 U.S. Utility Digital Experience Study,SM released today, some utilities are far more well-equipped than others to deliver those messages. While the top-performing utilities have invested heavily in websites and mobile apps that are easy to navigate and packed with helpful communications tools, many others have lagged on digital adoption, making it more difficult for their customers to understand their bills, report outages and access pricing plan and rebate information.

    “We’re still seeing a clear split among utilities when it comes to their digital offerings, with some strongly embracing mobile apps and thoughtfully designed websites as a means of building more effective engagement with customers, while others are lagging on the digital tools they offer,” said Cory Maxwell, director of digital solutions at JD Power. “As customers grow increasingly reliant on digital channels, particularly mobile apps, to manage everyday services like banking, insurance, digital payments and so much more, utilities that fail to offer highly usable and engaging digital experiences are really missing out on a critical opportunity to connect.”

    Following are some key findings of the 2026 study:

    • Utility digital satisfaction improves slightly: Overall customer satisfaction with the utility digital experience is 616 (on a 1,000-point scale), which is up 5 points from last year. That compares across industries with an average satisfaction score of 734 for advised wealth management apps and websites; 699 for those in the property and casualty insurance industry; and 690 for those for retirement plans.
    • Mobile apps result in high satisfaction scores but 28% of utilities profiled still do not offer them: Among digital channels evaluated, utility mobile apps consistently result in the highest level of customer satisfaction, with an average score of 654. That is 63 points higher than for mobile websites (591) and 37 points higher than for websites accessed via desktop (617).
    • Large gaps between top performers and bottom performers: A 100-point gap separates the utility with the top ranked digital experience score (660) and the utility with the bottom ranked digital experience (560). Specific functions where those performance gaps are largest are in viewing current outages, reporting leaks/outages and changing pricing plans.
    • Pricing plans and rebate information hard to find: Across all digital channels, the areas that are consistently most difficult for utility customers to navigate are pricing plans, rebate information and information on current outages.

    Study Rankings

    SRP ranks highest in overall customer satisfaction with utility digital experience, with a score of 660. Alabama Power (656) ranks second and Piedmont Natural Gas (651) ranks third.

    The 2026 U.S. Utility Digital Experience Study evaluates customer satisfaction with the utility digital experience, inclusive of both apps and websites, based on four factors: information/content, navigation, speed and visual appeal. It is based on evaluations from 13,514 customers of the 46 largest electric, natural gas and water utilities in the United States. To be included in the study, utilities must serve 1,000,000 or more residential customers. The study was fielded from November 2025-January 2026.

    For more information about the U.S. Utility Digital Experience Study, visit https://www.jdpower.com/business/us-utility-digital-experience-study.

    About JD Power
    JD Power delivers mission-critical data, analytics and intelligence that help businesses improve customer experience and operational performance with confidence and clarity. Using proprietary, comprehensive data – including millions of consumer interactions and authoritative automotive datasets – combined with advanced analytics, artificial intelligence and deep industry expertise, JD Power enables leaders to respond to market shifts, make smarter decisions and drive measurable performance improvements.

    As an objective source of deep insight into real-world customer interactions with brands and products, JD Power provides the independent intelligence organizations need to anticipate change, strengthen customer engagement and advance growth. Learn more at JDPower.com.

    Media Relations Contacts
    Joe LaMuraglia, JD Power; East Coast; 714-621-6224; [email protected]
    John Roderick; East Coast; 631-584-2200; [email protected] 

    About JD Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info

     

  • 2025 U.S. Electric Utility Residential Customer Satisfaction Study

    Residential Electric Utility Satisfaction Ranks Lowest among JD Power Residential Utility Studies

    2025-12-17

    jillian.breska

    TROY, Mich.: 17 Dec. 2025 — According to the JD Power 2025 U.S. Electric Utility Residential Customer Satisfaction Study,SM released today, rising costs are the primary driver of declining satisfaction among residential utility customers. Overall customer satisfaction has dropped to 499 (on a 1,000-point scale), the lowest score recorded across JD Power residential utility studies. Average monthly residential electric utility costs have surged 34% since 2020, reaching $189 for the full year 2025—the highest annual average ever measured by JD Power. Notably, bill amounts in Q4 2025 climbed even higher, reaching $206.

    “With energy prices now one of the top concerns for customers, utilities must be clear and proactive with customer communications,” said Mark Spalinger, director of utilities intelligence at JD Power. “Study data shows that customers expect their utilities to deliver reliable service, provide easy access to information and frequent updates on outages and planned restoration. When utilities streamline billing and digital self‑service, and deliver timely outage alerts, satisfaction rises even in a cost‑pressured environment.”

    Study Results

    The following utilities rank highest in customer satisfaction in their respective region:

    • East Large Segment: PSE&G (for a fourth consecutive year)
    • East Midsize Segment: Green Mountain Power
    • Midwest Large Segment: MidAmerican Energy (for a fourth consecutive year)
    • Midwest Midsize Segment: Otter Tail Power Company
    • South Large Segment: Georgia Power (for a fourth consecutive year)
    • South Midsize Segment: EPB (for a 10th consecutive year)
    • West Large Segment: SRP (for a 24th consecutive year)
    • West Midsize Segment: Clark Public Utilities
    • Cooperatives Segment: Sawnee EMC (for a second consecutive year)

    The 2025 U.S. Electric Utility Residential Customer Satisfaction Study is based on responses from 127,103 online interviews conducted from January through November 2025 among residential customers of the 152 largest electric utility brands in the United States, which represents more than 109 million households.

    For more information about the U.S. Electric Utility Residential Customer Satisfaction Study, visit https://www.jdpower.com/business/resource/electric-utility-residential-customer-satisfaction-study.

    About JD Power
    JD Power is a global leader in consumer insights, advisory services, and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 55 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

    JD Power has offices in North America, Europe, and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto-shopping tool can be found at JDPower.com.

    Media Relations Contacts
    Joe LaMuraglia, JD Power; 714-621-6224; [email protected]
    John Roderick; East Coast; 631-584-2200; [email protected] 

    About JD Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info

     

  • 2025 U.S. Gas Utility Residential Customer Satisfaction Study

    Record High Bill Amounts Undercut Gas Utility Residential Customer Satisfaction, JD Power Finds

    2025-11-26

    jillian.breska

    TROY, Mich.: 3 Dec. 2025 — Record-high average monthly residential gas utility bills ($122) are negatively impacting overall customer satisfaction according to the JD Power 2025 U.S. Gas Utility Residential Customer Satisfaction Study, SM released today. Customer satisfaction with cost is 115 index points (on a 1,000-point scale) lower than the overall customer satisfaction index. Compared to 2024, fewer customers indicate their utility has helped them lower their bill amounts or are aware of their utility’s energy savings programs. 

    “While gas utilities score well on core, service dimensions such as ease, problem resolution, people, safety and reliability, higher bill amounts can place added financial pressures on households,” said Chris Oberle, managing director of utilities intelligence at JD Power. “Now is the time for utilities to proactively communicate how they can work with customers to lower their bill amounts, raise awareness of their energy savings programs and make it easier for them to manage their usage.”

    Study Rankings

    The following utilities rank highest in residential customer satisfaction in their respective segment:

    • East Large Segment: Washington Gas
    • East Midsize Segment: Elizabethtown Gas (for an 11th consecutive year)
    • Midwest Large Segment: Atmos Energy
    • Midwest Midsize Segment: North Shore Gas
    • South Large Segment: Atmos Energy
    • South Midsize Segment: TECO Peoples Gas
    • West Large Segment: Southwest Gas (for a sixth consecutive year)
    • West Midsize Segment: Intermountain Gas Company (for a third consecutive year)

    The 2025 U.S. Gas Utility Residential Customer Satisfaction Study is based on responses from 72,765 online interviews conducted from January to November 2025 among residential customers of the 87 largest gas utility brands across the United States, which represent more than 125,000 residential customers. 

    For more information about the U.S. Gas Utility Residential Customer Satisfaction Study, visit https://www.jdpower.com/business/resource/us-gas-utility-residential-customer-satisfaction-study. 

    About JD Power
    JD Power is a global leader in consumer insights, advisory services, and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 55 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

    JD Power has offices in North America, Europe, and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto-shopping tool can be found at JDPower.com.

    Media Relations Contacts
    Joe LaMuraglia, JD Power; East Coast; 714-621-6224; [email protected]
    John Roderick; East Coast; 631-584-2200; [email protected] 

    About JD Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info

     

  • 2025 Electric Utility Business Customer Satisfaction Study

    Rising Costs and Widespread Power Outages Strain Business Customer Satisfaction with Electric Utilities, JD Power Finds

    2025-11-10

    jillian.breska

    TROY, Mich.: 12 Nov. 2025 — With the average price per kilowatt hour for commercial customers rising 6.7% and the frequency and severity of power outages increasing in 2025, business customer satisfaction with the nation’s electric utilities is strained. According to the JD Power 2025 Electric Utility Business Customer Satisfaction Study,SM released today, more businesses than ever are researching new rate plans to address their electric utility challenges.

    “Business customers are actively shopping new rate plans, looking for ways to manage rising electricity costs and deal with growing reliability issues,” said Ramah Vaughn, director of utilities intelligence at JD Power. “Utilities that recognize this trend and take proactive steps to engage with their business customers and help them lower costs, as well as respond more quickly to power outages and interruptions, are able to offset the negative effects of these issues on overall customer satisfaction.”

    Following are some key findings of the 2025 study:

    • More business customers shopping for new rate plans: More than half (53%) of commercial electric utility customers selected a new rate plan in 2025, up from 43% in 2024. The most common type selected is a standard utility rate plan (39%), followed by specialty rate plans (20%) and real-time rate plans (19%). Specialty rate plans, interruptible rate plans, green-based rate plans and time-based rate plans have seen the sharpest interest among business customers in the past four years.
    • Outages become more serious, especially in the South: Nationwide, 74% of business customers experienced some type of power outage in 2025, up from 73% in 2024. The severity of those outages has increased significantly, with the average length of the longest outage for businesses in the Southern region reaching 22 hours. One-fourth (25%) of businesses experienced financial losses due to a power outage in 2025.
    • Great communication offsets negative effects of outage: While power outages generally have a negative effect on business customer satisfaction with their electric utility, utilities that communicate proactively throughout an outage are able to counter that negative sentiment. The average safety and reliability satisfaction score among businesses that receive five or more points of contact during an outage event is 699 (on a 1,000-point scale), which is 210 points higher than those who receive no outage information from their electric utility.

    Study Rankings

    Within each of the four U.S. geographic regions included in the study, utility providers are classified into one of two segments: large (serving 100,000 or more business customers) and midsize (serving 50,000-99,999 business customers).

    The following utilities rank highest in business customer satisfaction in their respective region:

    • East Large: PSEG Long Island
    • East Midsize: Pepco (for a second consecutive year)
    • Midwest Large: MidAmerican Energy (for a third consecutive year)
    • Midwest Midsize: Kentucky Utilities (for a second consecutive year)
    • South Large: Georgia Power (for a second consecutive year)
    • South Midsize: Entergy Texas (for a second consecutive year)
    • West Large: SRP
    • West Midsize: Seattle City Light (for a fourth consecutive year)

    The Electric Utility Business Customer Satisfaction Study was redesigned for 2025, thus overall satisfaction scores are not comparable with previous-year studies. The study, now in its 27th year, measures satisfaction among business customers of 80 targeted U.S. electric utilities, each of which serves more than 50,000 business customers. In aggregate, these utilities provide electricity to more than 12 million customers.

    Overall satisfaction is examined across eight dimensions (listed in order of importance): total monthly cost; trust; safety & reliability; ease of doing business; people; information provided; problem resolution; and digital channels. The 2025 study is based on responses from 18,132 online interviews of business customers in decision-making roles related to their utility company. The study was fielded from February through October 2025.

    For more information about the U.S. Electric Utility Business Customer Satisfaction Study, visit https://www.jdpower.com/business/utilities/electric-utility-business-customer-satisfaction-study.

    About JD Power
    JD Power is a global leader in consumer insights, advisory services, and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 55 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

    JD Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto-shopping tool can be found at JDPower.com.

    Media Relations Contacts
    Joe LaMuraglia, JD Power; East Coast; 714-621-6224; [email protected]
    John Roderick; East Coast; 631-584-2200; [email protected] 

    About JD Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info

     

  • 2025 U.S. Gas Utility Business Customer Satisfaction Study

    JD Power: Strong Safety and Reliability Performance Boosts Satisfaction Among Gas Utility Business Customers

    2025-10-14

    jillian.breska

    TROY, Mich.: 15 Oct. 2025 —Overall satisfaction among gas utility business customers averages 645 (on a 1,000-point scale), according to the JD Power 2025 U.S. Gas Utility Business Customer Satisfaction Study,℠ released today. However, satisfaction drops significantly when customers report “poor” or “just ok” experiences with safety and reliability. In contrast, when providers earn “perfect” or “excellent” ratings in those areas, overall satisfaction rises 135 points to 780. When safety and reliability are rated as “poor” or “just ok,” satisfaction falls to 231, 414 points below the average.

    “Although safety and reliability issues may be rare for gas utility business customers, how providers respond when they do happen is critical to the customer experience,” said Brent Craige, director of utilities intelligence at JD Power. “In this industry, timely communication around repairs and service interruptions is essential as it forms the foundation of customer trust. As prices continue to rise, so do expectations for reliability and transparency. When providers fall short in these areas, customer satisfaction inevitably declines.”

    Study Rankings
    The following utilities rank highest in customer satisfaction in their respective region:

    • East: Con Edison
    • Midwest: MidAmerican Energy
    • South: Spire
    • West: Puget Sound Energy

    Now in its 21st year, the U.S. Gas Utility Business Customer Satisfaction Study measures business customer satisfaction with gas utility companies in four regions: East, Midwest, South and West. Each of the 61 brands included in the study serve more than 25,000 business customers, representing more than 4.4 million business customers in total. Overall satisfaction is measured by examining eight dimensions (listed in order of importance): cost; ease; people; problem resolution; safety and reliability; trust; digital channels and information provided.

    The study is based on responses from more than 10,500 online interviews of business customers in decision-making roles related to their utility company. The study was fielded from January through September 2025.

    For more information about the U.S. Gas Utility Business Customer Satisfaction Study, visit https://www.jdpower.com/business/utilities/gas-utility-business-customer-satisfaction-study

    About JD Power
    JD Power is a global leader in consumer insights, advisory services, and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 55 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

    JD Power has offices in North America, Europe, and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto-shopping tool can be found at JDPower.com.

    Media Relations Contacts
    Joe LaMuraglia, JD Power; East Coast; 714-621-6224; [email protected]
    John Roderick; East Coast; 631-584-2200; [email protected] 

    About JD Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info

     

  • 2025 Sustainability Index

    Electric Utilities Inch Forward on Sustainability Awareness, Support for Clean Energy Goals, JD Power Finds

    2025-07-29

    jillian.breska

    TROY, Mich.: 30 July 2025 — Just when it looked like electric utility efforts to eliminate greenhouse gas emissions, deliver 100% clean energy and support environmental initiatives were falling on deaf ears, it appears customers have started to listen. According to the 
    JD Power 2025 Sustainability Index,SM released today, a steadily growing number of electric utility customers say they are aware of their provider’s carbon reduction, clean energy and environmental initiatives. While utilities still have a long way to go to reach a critical mass, recent increases in customer awareness show that many electric utilities are making significant progress.

    “Customer awareness and support for electric utility sustainability efforts is on the rise, and that’s important because utilities will need their customers’ support if they are ever going to reach their clean energy and climate-related goals,” said Ramah Vaughn, director of utilities intelligence at JD Power. “Sustainability is more than just a buzzword or a marketing gimmick for electric utilities. Delivering on stated sustainability goals is core to the business strategies of these utilities and their efforts seem to be working—customers who are aware of their provider’s sustainability efforts report significantly higher satisfaction levels.” 

    Following are some of the key findings of the 2025 index:

    • Incremental increases in awareness and support for sustainability: Overall, 27% of electric utility customers say they are aware of whether their utility has declared a goal to eliminate greenhouse gas emissions, up from 21% in 2024 and 19% in 2023. The overall Sustainability Index score for electric utilities evaluated in the study—which is based on customers’ awareness, engagement and advocacy for their local utility’s climate initiatives—is 37 (on a 100-point scale), up 5 points from 2024.
    • Sustainability scores highest in west and south: On a regional basis, overall sustainability scores are highest in the western and southern United States. On a state-by-state basis, Georgia (41), Michigan (41), Mississippi (41), California (40) and Florida (40) have the highest overall sustainability scores.
    • Utilities with high awareness of their sustainability efforts score higher in customer satisfaction: Overall customer satisfaction is 296 points higher on average among customers who say their provider is doing more than other businesses on environmental issues.

    Following is the list of all electric utility companies and cities that were evaluated, in alphabetical order:

    AEP

    Alliant Energy

    Ameren

    Avangrid

    Berkshire Hathaway Energy

    CMS Energy

    Con Edison

    CPS Energy

    Dominion

    DTE Energy

    Duke Energy

    Duquesne Light

    Edison International

    Emera

    Entergy

    Evergy

    Eversource

    Exelon

    FirstEnergy

    L.A. Dept. of Water & Power

    National Grid

    NextEra Energy

    OGE Energy Corp.

    Pacific Gas and Electric

    Pinnacle West

    Portland General Electric

    PPL Corporation

    PSE&G

    Puget Energy

    Sacramento Municipal Utility District

    Salt River Project

    Sempra Energy

    The Sustainability Index evaluates electric utility customers’ awareness, support, engagement and advocacy for their local utility’s climate sustainability programs and goals. The index applies to the 35 largest U.S. electric utility companies and cities that each serve 500,000 or more residential customers. The 2025 index is based on responses from 113,006 business and residential electric utility customers and was fielded from May 2024 through May 2025.

    For more information about the JD Power Sustainability Index, visit https://www.jdpower.com/business/sustainability-certification-program.

    About JD Power
    JD Power is a global leader in consumer insights, advisory services, and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 55 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

    JD Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto-shopping tool can be found at JDPower.com.

    Media Relations Contacts
    Geno Effler, JD Power; West Coast; 714-621-6224; [email protected]
    John Roderick; East Coast; 631-584-2200; [email protected] 

    About JD Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info

     

  • 2025 U.S. Utility Brand Appeal Index Studies

    Utilities Struggle to Build Appealing Consumer Brands as Rates Continue to Rise, JD Power Finds

    2025-07-23

    jillian.breska

    TROY, Mich.: 23 July 2025 — With the average monthly residential electric utility bill now reaching $190 (a 6% increase since 2024), and the average monthly residential gas bill reaching $113 (a 7% increase since 2024), utility customers are understandably concerned about affordability. Against that backdrop, utilities are struggling to build their reputations and brands with perceptions of affordability, energy-innovation leadership and community stewardship largely missing the mark.

    That’s the major takeaway from two studies that evaluate the overall brand appeal of electric and gas utilities in the United States: the JD Power 2025 U.S. Electric Utility Brand Appeal Index StudySM and the JD Power 2025 U.S. Gas Utility Brand Appeal Index Study,SM both released today.

    “Overall utility brand appeal is down this year, driven largely by declines in reputation attributes,” said Chris Oberle, managing director of utilities intelligence at JD Power. “While customers trust their electric and gas utilities to deliver reliable service, they do not feel like their utilities are going the extra mile to help them by keeping costs down, delivering personalized communications, demonstrating commitment to the environment or focusing on innovation. Brand appeal is critical to influencing customer behaviors that lead to increased usage of programs and options, higher levels of customer satisfaction, support for rate increases and positive market sentiment.”

    Following are some of the key findings of the 2025 studies:

    • Brand appeal declines: Overall brand appeal scores decline 1 point to 694 (on a 1,000-point scale) for electric utilities and 3 points to 714 for gas utilities, driven largely by declines in company reputation. Attributes such as customer focus, dedication to community and environmental stewardship, as well as industry innovation leadership, also decline significantly in both 2025 studies.
    • Brand appeal connected to customer satisfaction and support for rate increases: Average overall satisfaction among customers who indicate positive brand appeal for their utility is 399 points higher than among those who indicate negative brand appeal. Utilities with appealing brands also enjoy higher customer loyalty, an increase in support for rate increases and a significantly higher percentage of customers willing to advocate for the utility.
    • Utilities need to look beyond delivering the basics: The customer trust score for electric utilities is 724 and for gas utilities is 750—the highest-scoring factors in both studies. This suggests that customers trust their utilities to deliver reliable service, but simply providing reliable service is not enough to elevate overall brand perceptions. Utilities need to establish core value propositions to create a stronger brand impression with their customers.
    • Communications efforts fall flat: Utility customer communication efforts through paid advertising, digital communications, bill-based messaging and news media are failing to connect with customers. Overall communication intensity scores, which measure total volume and customer recall of communications across different media, have fallen sharply in 2025 for both electric and gas utilities.

    Study Rankings

    Highest-ranking electric utilities in brand appeal by region and category are as follows:

    East: PSE&G (737) (for a second consecutive year)

    Midwest: MidAmerican Energy (732)

    South: EPB (747) (for a second consecutive year)

    West: SRP (757)

    Cooperatives: Delaware Electric Cooperative (763)

    Highest-ranking gas utilities in brand appeal by region are as follows:

    East: PSE&G (748) (for a second consecutive year)

    Midwest: MidAmerican Energy (743) (for a second consecutive year)

    South: Columbia Gas of Virginia (749) (for a second consecutive year)

    West: Cascade Natural Gas (743)

    The Electric Utility Brand Appeal Index Study and Gas Utility Brand Appeal Index Study, both now in their third year, analyze how well U.S. utilities relate to their customers and evaluate the specific actions that influence overall brand experience—including company reputation, marketing execution and customer trust—among 151 electric utilities and 84 gas utilities. The index applies to all U.S. electric and natural gas utilities profiled in the annual JD Power Electric Utility Residential Customer Satisfaction StudySM and the JD Power Gas Utility Residential Customer Satisfaction Study.SM This year’s studies captured the responses of 155,079 utility customers and were fielded from July 2024 through May 2025.

    For more information about the Utility Brand Appeal Index studies, visit https://www.jdpower.com/business/utility-brand-appeal-index. 

    About JD Power
    JD Power is a global leader in consumer insights, advisory services, and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 55 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

    JD Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto-shopping tool can be found at JDPower.com.

    Media Relations Contacts
    Geno Effler, JD Power; West Coast; 714-621-6224; [email protected]
    John Roderick; East Coast; 631-584-2200; [email protected] 

    About JD Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info

     

  • 2025 U.S. Water Utility Residential Customer Satisfaction Study

    Water Utility Residential Customer Satisfaction Drops as Prices Fluctuate, JD Power Finds

    2025-05-06

    jillian.breska

    TROY, Mich.: 7 May 2025 — The average water bill for a typical household in the United States has risen sharply from $95 in 2024 to $101 per month in 2025. According to the JD Power 2025 U.S. Water Utility Residential Customer Satisfaction Study,SM released today, the increase in price has caused equal and opposite movements in customer satisfaction with the price paid to their local water utilities.

    “Water utilities have been doing a better job of communicating and leveraging digital channels to connect with customers, but those improvements have been overshadowed by widespread customer frustration with huge price fluctuations,” said John Hazen, managing director of utilities intelligence at JD Power. “While some utilities are finding ways to overcome that challenge by communicating frequently and proactively about keeping water supplies safe and reliable, others are simply not communicating effectively, which results in extremely low levels of customer satisfaction.”

    Following are some key findings of the 2025 study:

    • Declines in customer satisfaction driven by price fluctuations: Overall customer satisfaction with water utilities is 515 (on a 1,000-point scale), down 2 points from the 2024 study. This is driven largely by an 8-point decline in satisfaction with cost. During the study period, the average monthly water bill increased by $6.
    • Proactive efforts paying off to help customers lower their bills: Overall satisfaction is 161 points higher when water utility customers believe their utility helped to lower their bill than when they say their utility did not help lower their bill. Additionally, customer awareness of utility efforts to improve the effect on the environment are associated with a 110-point increase in customer satisfaction.
    • Significant gap between utilities: The gap in overall satisfaction scores between the top-performing utility in the study and the lowest-performing utility in the study is 212 points, highlighting how different approaches to customer engagement, communications and water delivery can result in significantly different customer experiences.

    Study Rankings

    The study measures customer satisfaction with water utilities in eight geographic regions. Highest-ranked utilities and scores, by region, are as follows:

    • Midwest Large: Greater Cincinnati Water Works (558) (for a second consecutive year)
    • Midwest Midsize: Metropolitan Utilities District (Omaha) (571) (for a second consecutive year)
    • Northeast Large: New Jersey American Water (559) (for a second consecutive year)
    • Northeast Midsize: Regional Water Authority (Connecticut) (568)
    • South Large: Fairfax Water (573)
    • South Midsize: Cobb County Water System (584) (for a third consecutive year)
    • West Large: Seattle Public Utilities (569) (for a second consecutive year)
    • West Midsize: Irvine Ranch Water District (574) (for a fourth consecutive year)

    The U.S. Water Utility Residential Customer Satisfaction Study, now in its 10th year, measures satisfaction among residential customers of 91 water utilities that deliver water to populations of at least 400,000 and results are reported for eight geographic regions in two size categories: Midwest Large; Midwest Midsize; Northeast Large; Northeast Midsize; South Large; South Midsize; West Large; and West Midsize. Overall satisfaction is measured by examining eight core dimensions on a poor-to-perfect 6-point rating scale. Individual dimensions measured are (in order of importance): information provided; level of trust; quality and reliability; ease of doing business; total monthly costs; people; resolving problems or complaints; and digital channels. This year’s study is based on the responses of 33,476 residential water utility customers and was conducted from May 2024 through March 2025.

    For more information about the U.S. Water Utility Residential Customer Satisfaction Study, visit https://www.jdpower.com/business/utilities/water-utility-residential-customer-satisfaction-study.

    About JD Power
    JD Power is a global leader in consumer insights, advisory services, and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 55 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

    JD Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto-shopping tool can be found at JDPower.com.

    Media Relations Contacts
    Geno Effler, JD Power; West Coast; 714-621-6224; [email protected]
    John Roderick; East Coast; 631-584-2200; [email protected] 

    About JD Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info

     

  • 2025 U.S. Utility Digital Experience Study

    Utilities Failing to Connect with Customers on Digital Channels, JD Power Finds

    2025-02-19

    jillian.breska

    TROY, Mich.: 20 Feb. 2025 — At a time when residential utility prices are hitting record highs and public safety and sustainability initiatives are under intense public scrutiny, many of the nation’s largest electric, natural gas and water utilities are ignoring the most effective customer communications channels they have: websites and mobile apps. According to the JD Power 2025 U.S. Utility Digital Experience Study,SM released today, customer satisfaction with utility websites and mobile apps is strained with 32% of utility websites and apps failing to meet the most basic, foundational standards of easy navigation and design—and 28% of utilities don’t even offer a mobile app.

    “Utilities really need to up their game when it comes to digital,” said Jon Sundberg, senior director of digital solutions at JD Power. “Customers are looking to their utilities for guidance and proactive communication on everything from outage and safety information to electric vehicle charging programs. In many cases, they are finding antiquated websites and digital dead ends. Among utilities that are managing to get the digital formula right, customer satisfaction is surging. There really is a huge unmet opportunity here for utilities to deliver more modern, efficient digital experiences that are more in line with current customer expectations.”

    Following are some key findings of the 2025 study:

    • Utility websites and apps fall below the status quo: Overall customer satisfaction with the utility digital experience is 611 (on a 1,000-point scale). That compares across industries with an average satisfaction score of 738 for wealth management apps and websites; 698 for those in the property and casualty insurance industry; and 703 for those for retirement plans.
    • Mobile apps result in high satisfaction scores but 28% of utilities still do not offer them: Among digital channels evaluated, utility mobile apps consistently result in the highest level of customer satisfaction, 57 points higher than for mobile websites and 41 points higher than for websites accessed via desktop. Despite the better overall user experience offered by mobile apps, 28% of utilities evaluated in the study do not currently offer them.
    • Focusing on the basics of digital functionality: Just 68% of U.S. utility websites and mobile apps are delivering basic foundational functionality by ensuring their digital sites do not have log-in issues and are not dated in appearance. When it comes to providing more evolved digital experiences, just 33% deliver easy-to-use, highly navigable information and just 16% deliver a valuable user experience that includes proactive guidance, personalized consumption data and bill-reduction strategies. 

    The 2025 U.S. Utility Digital Experience Study is based on evaluations from 12,401 customers of the 43 largest electric, natural gas and water utilities in the United States. To be included in the study, utilities must serve 1,000,000 or more residential customers. The study was fielded in November-December 2024.

    For more information about the U.S. Utility Digital Experience Study, visit https://www.jdpower.com/business/us-utility-digital-experience-study.

    About JD Power
    JD Power is a global leader in consumer insights, advisory services, and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 55 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

    JD Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto-shopping tool can be found at JDPower.com.

    Media Relations Contacts
    Geno Effler, JD Power; West Coast; 714-621-6224; [email protected]
    John Roderick; East Coast; 631-584-2200; [email protected] 

    About JD Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info

     

  • 2024 U.S. Electric Utility Residential Customer Satisfaction Study

    Monthly Residential Electric Utility Bills at Highest Level Ever, JD Power Finds

    2024-12-16

    jillian.breska

    TROY, Mich.: 18 Dec. 2024 — This year, the average monthly residential electric bill reached $182 nationally, the highest amount ever recorded by JD Power—and customers aren’t happy. According to the JD Power 2024 U.S. Electric Utility Residential Customer Satisfaction Study,SM released today, overall satisfaction has declined for a fourth consecutive year to 707 (on a 1,000-point scale), with the biggest decline occurring in billing and payment (-11 points) and customer care (-11).

    “A notable 39% of study respondents indicated they are worse off financially this year compared with 2023 and, as electric utility costs continue to rise, proactive communication can help mitigate satisfaction declines,” said Mark Spalinger, director of utility intelligence at JD Power. “Outage text alerts, emailing infrastructure updates and proactively communicating ways to save are a few great ways to help ease the effects of rising bills and show customers that their money goes beyond paying for only usage. Additionally, these communication topics tend to generate increased customer satisfaction.”

    Study Results

    The following utilities rank highest in customer satisfaction in their respective region:

    • East Large Segment: PSE&G (for a third consecutive year)
    • East Midsize Segment: Delmarva Power (for a third consecutive year) and Penn Power in a tie
    • Midwest Large Segment: MidAmerican Energy (for a third consecutive year)
    • Midwest Midsize Segment: Omaha Public Power District
    • South Large Segment: Georgia Power (for a third consecutive year)
    • South Midsize Segment: EPB (for a ninth consecutive year)
    • West Large Segment: SRP (for a 23rd consecutive year)
    • West Midsize Segment: Anaheim Public Utilities
    • Cooperatives Segment: Sawnee EMC

    The 2024 U.S. Electric Utility Residential Customer Satisfaction Study is based on responses from 107,175 online interviews conducted from January through November 2024 among residential customers of the 151 largest electric utility brands in the United States, which represents more than 105 million households.

    For more information about the U.S. Electric Utility Residential Customer Satisfaction Study, visit https://www.jdpower.com/business/resource/electric-utility-residential-customer-satisfaction-study.

    About JD Power
    JD Power is a global leader in consumer insights, advisory services, and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 55 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

    JD Power has offices in North America, Europe, and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto-shopping tool can be found at JDPower.com.

    Media Relations Contacts
    Geno Effler, JD Power; West Coast; 714-621-6224; [email protected]
    John Roderick; East Coast; 631-584-2200; [email protected] 

    About JD Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info