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:
2026
Satisfaction Benchmarks by Segment
Energy Utilities
| 2025 | 2026 | % CHANGE | |
|---|---|---|---|
| Energy Utilities | 74 | 73 | -1% |
| Cooperative Utilities | 76 | 77 | 1% |
| Gas Investor-Owned Utilities | 75 | 74 | -1% |
| Municipal Utilities | 75 | 74 | -1% |
| Electric Investor-Owned Utilities | 73 | 72 | -1% |
Customer Experience Benchmarks Year-Over-Year Trends
Energy Utilities
| 2025 | 2026 | |
|---|---|---|
| Ability to provide reliable electric service | 82 | 82 |
| Quality of mobile app | 82 | 82 |
| Reliability of mobile app (minimal crashes, downtime, lags) | 81 | 82 |
| Ability to restore electric service after outage | 79 | 80 |
| Ease of understanding your bill | 79 | 80 |
| Website satisfaction | 80 | 80 |
| Courtesy and helpfulness of staff or representatives | 76 | 77 |
| Information provided on energy-saving ideas | 75 | 76 |
| Efforts to support local community | 74 | 74 |
| Call center satisfaction | 73 | 73 |
| Efforts to support green programs that impact the environment | 71 | 73 |
Customer Experience Benchmarks by Segment
Energy Utilities
| Investor-Owned* | Municipal | Cooperative | |
|---|---|---|---|
| Ability to provide reliable electric service | 81 | 83 | 84 |
| Ability to restore electric service after outage | 79 | 81 | 83 |
| Ease of understanding your bill | 79 | 81 | 83 |
| Quality of mobile app | 82 | 81 | 82 |
| Reliability of mobile app (minimal crashes, downtime, lags) | 82 | 80 | 82 |
| Website satisfaction | 80 | 80 | 82 |
| Courtesy and helpfulness of staff or representatives | 77 | 78 | 81 |
| Efforts to support local community | 73 | 75 | 78 |
| Information provided on energy-saving ideas | 76 | 77 | 78 |
| Call center satisfaction | 73 | 74 | 75 |
| Efforts to support green programs that impact the environment | 72 | 73 | 75 |
*The investor-owned segment represents all electric and gas utilities combined.
Industry averages are weighted by companies’ market shares.
2026 results based on data collected January 2025 – December 2025