Municipal 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.
MUNICIPAL
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 Utilities
- Inaugural year:
2011
- Updated:
annually
- Most recent data:
2026
- Companies:
4 major municipal energy utilities
Satisfaction Benchmarks by Segment
Municipal Utilities
| 2025 | 2026 | CHANGE | |
|---|---|---|---|
| 75 | 74 | -1% | |
| Salt River Project | 81 | 80 | -1% |
| CPS Energy | 74 | 79 | 7% |
| Los Angeles Department of Water and Power | 71 | 71 | 0% |
| Colorado Springs Utilities | NA | 68 | NA |
NA = Not Available
Customer Experience Benchmarks Year-Over-Year Trends
Municipal Utilities
| Customer Experience Benchmarks Year-Over-Year Trends | 2025 | 2026 |
|---|---|---|
| Ability to provide reliable electric service | 81 | 83 |
| Ability to restore electric service after outage | 80 | 81 |
| Ease of understanding your bill | 80 | 81 |
| Quality of mobile app | 82 | 81 |
| Reliability of mobile app (minimal crashes, downtime, lags) | 81 | 80 |
| Website satisfaction | 80 | 80 |
| Courtesy and helpfulness of staff or representatives | 76 | 78 |
| Information provided on energy-saving ideas | 75 | 77 |
| Efforts to support local community | 74 | 75 |
| Call center satisfaction | 72 | 74 |
| Efforts to support green programs that impact the environment | 73 | 73 |
Industry averages are weighted by companies’ market shares.
2026 results based on data collected January 2025 – December 2025