Customer Satisfaction with Electric Utilities Declines Due to Increased Monthly Bills

Overall residential electric utility satisfaction drops as more customers are experiencing higher monthly bills and feeling worse off financially, according to the J.D. Power 2022 Electric Utility Residential Customer Satisfaction Study,^SM released today. Specifically, overall satisfaction is 731 (on a 1,000-point scale), a decrease from 748 in 2021.

“Overall satisfaction is lower primarily because of a big drop in price satisfaction nationally,” said John Hazen, managing director of utility intelligence at J.D. Power. “Utilities need to be sensitive to the financial challenges that some customers are experiencing. Increasing communications regarding assistance programs that may be available, along with energy efficiency programs, can increase overall satisfaction by as much as 72 points.”

Click here to read the press release, including which utilities rank highest in customer satisfaction and additional key findings from the 2022 study.