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:
2025
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Companies:
31 major energy utilities, plus aggregate of smaller providers
Satisfaction Benchmarks by Category
Energy Utilities
| Anchor Link | 2024 | 2025 | % CHANGE | |
|---|---|---|---|---|
| Energy Utilities | 75 | 74 | -1% | |
| Cooperative Utilities | 78 | 76 | -3% | |
| Municipal Utilities | 75 | 75 | 0% | |
| Investor-Owned Utilities | 74 | 74 | 0% |
Satisfaction Benchmarks by Company
Energy Utilities
| Anchor Link | 2024 | 2025 | % CHANGE | |
|---|---|---|---|---|
| Energy Utilities | 75 | 74 | -1% | |
| #salt-river-project | Salt River Project | NM | 81 | NA |
| #ameren | Ameren* | 75 | 77 | 3% |
| #atmos-energy | Atmos Energy | 80 | 77 | -4% |
| #nextera-energy | NextEra Energy* | 77 | 77 | 0% |
| #one-gas | ONE Gas* | NM | 77 | NA |
| #public-service-enterprise-group | Public Service Enterprise Group* | 74 | 77 | 4% |
| #aes | AES* | NM | 76 | NA |
| All Others | 75 | 76 | 1% | |
| #consolidated-edison | Consolidated Edison* | 76 | 76 | 0% |
| #dominion-energy | Dominion Energy* | 77 | 76 | -1% |
| #southern-company | Southern Company* | 77 | 76 | -1% |
| #wec-energy-group | WEC Energy Group* | 74 | 76 | 3% |
| #xcel-energy | Xcel Energy* | 75 | 76 | 1% |
| #duke-energy | Duke Energy | 77 | 75 | -3% |
| #exelon | Exelon* | 75 | 75 | 0% |
| #nisource | NiSource* | 73 | 75 | 3% |
| #ppl | PPL* | 74 | 75 | 1% |
| #berkshire-hathaway-energy | Berkshire Hathaway Energy* | 77 | 74 | -4% |
| #centerpoint-energy | CenterPoint Energy* | 75 | 74 | -1% |
| #cps-energy | CPS Energy | 73 | 74 | 1% |
| #etnergy | Entergy | 67 | 74 | 10% |
| #sempra | Sempra* | 75 | 74 | -1% |
| #cms-energy | CMS Energy | 72 | 73 | 1% |
| #national-grid | National Grid | 75 | 73 | -3% |
| #firstenergy | FirstEnergy* | 72 | 72 | 0% |
| #american-electric-power | American Electric Power* | 72 | 71 | -1% |
| #los-angeles-department-of-water-and-power | Los Angeles Department of Water and Power | 73 | 71 | -3% |
| #dte-energy | DTE Energy | 71 | 70 | -1% |
| #avangrid | Avangrid* | NM | 69 | NA |
| #edison-international | Southern California Edison (Edison International) | 71 | 69 | -3% |
| #eversource | Eversource | 68 | 68 | 0% |
| #pge | PG&E | 72 | 66 | -8% |
*Represents rolled up scores for the respective holding company
NM = Not Measured
NA = Not Available
Customer Experience Benchmarks by Category
Energy Utilities
| Benchmarks | Investor-Owned | Municipal | Cooperative |
|---|---|---|---|
| Quality of mobile app | 82 | 82 | 83 |
| Ability to provide reliabile electric service | 82 | 81 | 82 |
| Reliability of mobile app (minimal crashes, downtime, lags) | 81 | 81 | 82 |
| Website satisfaction | 80 | 80 | 82 |
| Ability to restore electric service after outage | 79 | 80 | 81 |
| Ease of understanding billing statement | 79 | 80 | 80 |
| Courtesy and helpfulness of staff or representatives | 76 | 76 | 78 |
| Efforts to support local community | 73 | 74 | 77 |
| Information provided on energy-saving ideas | 75 | 75 | 76 |
| Efforts to support green programs that impact the environment | 71 | 73 | 73 |
Customer Experience Benchmarks Year-Over-Year Trends
Energy Utilities
| Benchmarks | 2024 | 2025 |
|---|---|---|
| Ability to provide reliabile electric service | 82 | 82 |
| Quality of mobile app | 82 | 82 |
| Reliability of mobile app (minimal crashes, downtime, lags) | 82 | 81 |
| Website satisfaction | 80 | 80 |
| Ability to restore electric service after outage | 79 | 79 |
| Ease of understanding your bill | 80 | 79 |
| Courtesy and helpfulness of staff or representatives | 77 | 76 |
| Information provided on energy-saving ideas | 76 | 75 |
| Efforts to support local community | 75 | 74 |
| Efforts to support green programs that impact the environment | 74 | 71 |
Customer Satisfaction by Region**
Energy Utilities
| Anchor Link | Company | Regional ACSI | Region |
|---|---|---|---|
| UGI Utilities (UGI Corporation) | 80 | Northeast | |
| National Fuel Gas Distribution Company (National Fuel Gas Company) | 78 | Northeast | |
| Public Service Electric & Gas Company (Public Service Enterprise Group) | 78 | Northeast | |
| New Jersey Natural Gas (New Jersey Resources) | 77 | Northeast | |
| PECO (Exelon Corporation) | 77 | Northeast | |
| Con Edison (Consolidated Edison) | 76 | Northeast | |
| Columbia Gas (NiSource) | 75 | Northeast | |
| PPL Electric Utilities (PPL Corporation) | 75 | Northeast | |
| Orange & Rockland Utilities (Consolidated Edison) | 74 | Northeast | |
| National Grid USA (National Grid) | 73 | Northeast | |
| Rochester Gas and Electric (Avangrid) | 72 | Northeast | |
| Central Hudson Gas & Electric (Fortis Inc.) | 71 | Northeast | |
| New York State Electric & Gas (Avangrid) | 69 | Northeast | |
| Eversource (Eversource) | 68 | Northeast | |
| Jersey Central Power & Light (FirstEnergy Corp.) | 68 | Northeast | |
| Spire (Spire) | 80 | Midwest | |
| Wisconsin Public Service (WEC Energy Group) | 80 | Midwest | |
| Xcel Energy (Xcel Energy) | 79 | Midwest | |
| Exelon (Exelon Corporation) | 78 | Midwest | |
| Nicor Gas (Southern Company) | 78 | Midwest | |
| NIPSCO (NiSource) | 78 | Midwest | |
| Ohio Edison (FirstEnergy Corp.) | 78 | Midwest | |
| ComEd (Exelon Corporation) | 77 | Midwest | |
| Kansas Gas Service (ONE Gas) | 77 | Midwest | |
| MidAmerican Energy Company (Berkshire Hathaway Energy) | 77 | Midwest | |
| Ameren (Ameren Corporation) | 76 | Midwest | |
| Evergy (Evergy) | 76 | Midwest | |
| Peoples Gas (WEC Energy Group) | 76 | Midwest | |
| Alliant Energy (Alliant Energy Corporation) | 75 | Midwest | |
| Ameren Illinois (Ameren Corporation) | 75 | Midwest | |
| CenterPoint Energy (CenterPoint Energy) | 75 | Midwest | |
| Columbia Gas (NiSource) | 75 | Midwest | |
| Dominion Energy (Dominion Energy) | 75 | Midwest | |
| We Energies (WEC Energy Group) | 74 | Midwest | |
| AEP Ohio (American Electric Power) | 73 | Midwest | |
| Consumers Energy (CMS Energy Corporation) | 73 | Midwest | |
| Duke Energy (Duke Energy Corporation) | 73 | Midwest | |
| DTE Energy (DTE Energy) | 70 | Midwest | |
| Louisville Gas and Electric Company (PPL Corporation) | 80 | South | |
| Florida Power & Light Company (NextEra Energy) | 78 | South | |
| Oklahoma Natural Gas (ONE Gas) | 78 | South | |
| Atmos Energy (Atmos Energy Corporation) | 77 | South | |
| Dominion Energy (Dominion Energy) | 76 | South | |
| Georgia Power (Southern Company) | 76 | South | |
| Atlanta Gas Light (Southern Company) | 75 | South | |
| Duke Energy (Duke Energy Corporation) | 75 | South | |
| Tampa Electric (Emera) | 75 | South | |
| Baltimore Gas and Electric Company (Exelon Corporation) | 74 | South | |
| CPS Energy (Municipality) | 74 | South | |
| Entergy (Entergy Corporation) | 74 | South | |
| Kentucky Utilities Company (PPL Corporation) | 74 | South | |
| Texas Gas Service (ONE Gas) | 74 | South | |
| CenterPoint Energy (CenterPoint Energy) | 73 | South | |
| Alabama Power (Southern Company) | 72 | South | |
| Oncor Electric Delivery Company LLC (Sempra) | 71 | South | |
| Delmarva Power (Exelon Corporation) | 70 | South | |
| Oklahoma Gas and Electric Company (OGE Energy Corp.) | 70 | South | |
| Appalachian Power (American Electric Power) | 66 | South | |
| Salt River Project (Municipality) | 81 | West | |
| Avista (Avista Corporation) | 80 | West | |
| Puget Sound Energy (Puget Holdings) | 78 | West | |
| Southern California Gas Company (Sempra) | 77 | West | |
| Southwest Gas Corporation (Southwest Gas Holdings) | 77 | West | |
| Arizona Public Service (Pinnacle West Capital Corporation) | 76 | West | |
| Dominion Energy (Dominion Energy) | 74 | West | |
| Xcel Energy (Xcel Energy) | 74 | West | |
| NV Energy (Berkshire Hathaway Energy) | 73 | West | |
| San Diego Gas & Electric Company (Sempra) | 72 | West | |
| Los Angeles Department of Water and Power (Municipality) | 71 | West | |
| Southern California Edison (Edison International) | 69 | West | |
| Pacific Gas and Electric Company (PG&E Corporation) | 66 | West |
**Regional rankings include individual operating utility brands as well as segments of energy utility holding companies that operate within each specific region.
Industry averages are weighted by companies’ market shares.
2025 results based on data collected January 2024 – December 2024