Electric Investor-Owned Utilities
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ELECTRIC INVESTOR-OWNED
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:
Electric Investor-Owned Utilities
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Inaugural year:
2025
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Updated:
annually
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Most recent data:
2026
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Companies:
24 major investor-owned electric utilities, plus 40 regional service providers
Satisfaction Benchmarks by Segment
Electric Investor-Owned Utilities*
| Anchor Link | 2025 | 2026 | % CHANGE | |
|---|---|---|---|---|
| Electric Investor-Owned Utilities | 73 | 72 | -1% | |
| #nextera-energy | NextEra Energy | 78 | 76 | -3% |
| #ameren | Ameren | 76 | 75 | -1% |
| #duke-energy | Duke Energy | 75 | 75 | 0% |
| #public-service-enterprise-group | Public Service Enterprise Group | 76 | 75 | -1% |
| #sempra | Sempra | 72 | 75 | 4% |
| #southern-company | Southern Company | 75 | 75 | 0% |
| #cms-energy | CMS Energy | 72 | 74 | 3% |
| #consolidated-edison | Consolidated Edison | 75 | 74 | -1% |
| #dominion-energy | Dominion Energy | 76 | 74 | -3% |
| #etnergy | Entergy | 74 | 74 | 0% |
| #exelon | Exelon | 75 | 74 | -1% |
| #wec-energy-group | WEC Energy Group | 75 | 74 | -1% |
| #berkshire-hathaway-energy | Berkshire Hathaway Energy | 73 | 73 | 0% |
| #ppl | PPL | 75 | 73 | -3% |
| #xcel-energy | Xcel Energy | 76 | 73 | -4% |
| #centerpoint-energy | CenterPoint Energy | 70 | 72 | 3% |
| #firstenergy | FirstEnergy | 72 | 72 | 0% |
| #national-grid | National Grid | 73 | 72 | -1% |
| #cps-energy | DTE Energy | 69 | 71 | 3% |
| #american-electric-power | American Electric Power | 71 | 69 | -3% |
| #edison-international | Edison International | 69 | 69 | 0% |
| #eversource | Eversource | 67 | 68 | 1% |
| #avangrid | Avangrid | 68 | 65 | -4% |
| #pge | PG&E | 64 | 65 | 2% |
*Results reflect electric customer satisfaction at the utility holding company level, calculated as a simple average of customer satisfaction scores across the operating utilities owned by each parent company. Customers were asked specifically about their experience as an electric customer.
Customer Satisfaction by Region
Electric Investor-Owned Utilities
| Anchor | Company | 2025 | 2026 | % Change | Region |
|---|---|---|---|---|---|
| Electric Investor-Owned Utilities Northeast | 73 | 72 | -1% | Northeast | |
| Public Service Electric & Gas Company (Public Service Enterprise Group) | 78 | 77 | -1% | Northeast | |
| PECO (Exelon Corporation) | 77 | 75 | -3% | Northeast | |
| PPL Electric Utilities (PPL Corporation) | 76 | 75 | -1% | Northeast | |
| Con Edison (Consolidated Edison) | 76 | 74 | -3% | Northeast | |
| National Grid USA (National Grid) | 73 | 72 | -1% | Northeast | |
| Eversource (Eversource) | 67 | 68 | 1% | Northeast | |
| Jersey Central Power & Light (FirstEnergy Corp.) | 68 | 68 | 0% | Northeast | |
| New York State Electric & Gas (Avangrid) | 69 | 68 | -1% | Northeast | |
| Electric Investor-Owned Utilities Midwest | 74 | 73 | -1% | Midwest | |
| MidAmerican Energy Company (Berkshire Hathaway Energy) | 75 | 80 | 7% | Midwest | |
| ComEd (Exelon Corporation) | 77 | 76 | -1% | Midwest | |
| Xcel Energy (Xcel Energy) | 78 | 76 | -3% | Midwest | |
| Ameren (Ameren Corporation) | 76 | 74 | -3% | Midwest | |
| Consumers Energy (CMS Energy Corporation) | 72 | 74 | 3% | Midwest | |
| Duke Energy (Duke Energy Corporation) | 73 | 73 | 0% | Midwest | |
| AEP Ohio (American Electric Power) | 73 | 72 | -1% | Midwest | |
| We Energies (WEC Energy Group) | 72 | 72 | 0% | Midwest | |
| DTE Energy (DTE Energy) | 69 | 71 | 3% | Midwest | |
| Ohio Edison (FirstEnergy Corp.) | 78 | 71 | -9% | Midwest | |
| Evergy (Evergy) | 76 | 69 | -9% | Midwest | |
| Electric Investor-Owned Utilities South | 75 | 75 | 0% | South | |
| Duke Energy (Duke Energy Corporation) | 75 | 76 | 1% | South | |
| Florida Power & Light Company (NextEra Energy) | 78 | 76 | -3% | South | |
| Georgia Power (Southern Company) | 76 | 75 | -1% | South | |
| Alabama Power (Southern Company) | 72 | 74 | 3% | South | |
| Entergy (Entergy Corporation) | 74 | 74 | 0% | South | |
| Dominion Energy Virgina (Dominion Energy) | 75 | 73 | -3% | South | |
| Kentucky Utilities Company (PPL Corporation) | 75 | 73 | -3% | South | |
| CenterPoint Energy (CenterPoint Energy) | 70 | 72 | 3% | South | |
| Oncor Electric Delivery Company LLC (Sempra) | 71 | 72 | 1% | South | |
| Baltimore Gas and Electric Company (Exelon Corporation) | 73 | 71 | -3% | South | |
| Oklahoma Gas and Electric Company (OGE Energy Corp.) | 70 | 69 | -1% | South | |
| Appalachian Power (American Electric Power) | 66 | 60 | -9% | South | |
| Electric Investor-Owned Utilities West | 71 | 71 | 0% | West | |
| Avista (Avista Corporation) | 80 | 79 | -1% | West | |
| Puget Sound Energy (Puget Holdings) | 78 | 77 | -1% | West | |
| San Diego Gas & Electric Company (Sempra) | 72 | 77 | 7% | West | |
| Pacific Power (Berkshire Hathaway Energy) | NA | 74 | NA | West | |
| Arizona Public Service (Pinnacle West Capital Corporation) | 76 | 72 | -5% | West | |
| NV Energy (Berkshire Hathaway Energy) | 72 | 70 | -3% | West | |
| Southern California Edison (Edison International) | 69 | 69 | 0% | West | |
| Xcel Energy (Xcel Energy) | 74 | 69 | -7% | West | |
| Pacific Gas and Electric Company (PG&E Corporation ) | 64 | 65 | 2% | West |
Customer Experience Benchmarks Year-Over-Year Trends
Electric Investor-Owned Utilities
| 2025 | 2026 | |
|---|---|---|
| Ability to provide reliable electric service | 82 | 82 |
| Quality of mobile app | 82 | 82 |
| Reliability of mobile app | 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 | 73 | 74 |
| Call center satisfaction | 72 | 72 |
| Efforts to support green programs that impact the environment | 71 | 72 |
Industry averages are weighted by companies’ market shares.
2026 results based on data collected January 2025 – December 2025