GITNUXREPORT 2025

Customer Experience In The Energy Industry Statistics

Energy providers prioritize digital, personalized, transparent experiences to boost loyalty.

Jannik Linder

Co-Founder of Gitnux, specialized in content and tech since 2016.

First published: April 29, 2025

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Statistic 1

65% of consumers are willing to pay more for better customer experience in the energy sector

Statistic 2

55% of energy consumers prefer digital portals to manage their accounts

Statistic 3

60% of energy consumers want more real-time updates on energy consumption

Statistic 4

40% of energy customers consider customer service as a key factor before choosing an energy provider

Statistic 5

66% of energy consumers prefer energy plans tailored to their usage patterns

Statistic 6

64% of energy customers expect companies to provide energy-saving tips along with billing

Statistic 7

69% of energy providers offer self-service options online

Statistic 8

50% of energy consumers have high expectations for digital support, including via social media channels

Statistic 9

74% of energy customers say that energy providers offering flexible payment options influence their loyalty

Statistic 10

61% of energy customers prefer interacting through digital channels over traditional ones

Statistic 11

70% of energy customers desire better smartphone app experiences

Statistic 12

58% of energy customers prefer to access their accounts through mobile devices

Statistic 13

45% of energy consumers value transparent and straightforward billing practices

Statistic 14

67% of energy consumers seek better insight into their energy consumption to reduce bills

Statistic 15

73% of energy customers want seamless onboarding experiences when switching providers

Statistic 16

61% of energy consumers prioritize transparency in their billing statements

Statistic 17

80% of energy consumers want more control over their energy plans and billing options

Statistic 18

49% of energy customers are concerned about data privacy when sharing personal usage information

Statistic 19

70% of energy customers say that high-quality customer service influences their loyalty

Statistic 20

45% of energy customers switch providers due to poor customer service

Statistic 21

67% of energy customers believe that personalized communications improve their overall experience

Statistic 22

52% of energy consumers cite billing and payment issues as primary dissatisfaction points

Statistic 23

48% of energy companies report an increase in customer engagement via mobile apps

Statistic 24

75% of energy companies use customer feedback surveys to improve services

Statistic 25

62% of energy customers are more likely to stay with a provider that offers transparent communication

Statistic 26

83% of energy customers expect companies to proactively inform them about outages and repairs

Statistic 27

58% of energy consumers are satisfied with their current providers’ digital capabilities

Statistic 28

70% of underserved communities report worse customer service experiences with energy providers

Statistic 29

77% of energy companies see customer experience as a strategic priority for 2023

Statistic 30

55% of energy companies report increased satisfaction after implementing chatbots for customer support

Statistic 31

44% of energy customers are willing to switch providers due to lengthy response times

Statistic 32

72% of energy companies use analytics to personalize customer interactions

Statistic 33

71% of energy customers have experienced issues with energy bill accuracy

Statistic 34

59% of energy providers report improvements in first contact resolution after investing in CRM systems

Statistic 35

63% of energy firms now incorporate customer experience metrics into executive dashboards

Statistic 36

41% of energy consumers report difficulty in understanding their energy bills due to complex language

Statistic 37

78% of energy companies focus on improving customer satisfaction scores within the next year

Statistic 38

54% of customers feel that proactive outage communication increases their trust in their energy provider

Statistic 39

65% of energy customers are more likely to recommend their provider after positive customer service experiences

Statistic 40

59% of energy companies have increased their digital customer interactions during digital transformation initiatives

Statistic 41

49% of energy consumers are dissatisfied with current outage notification procedures

Statistic 42

77% of energy providers believe that customer experience improvements directly impact revenue growth

Statistic 43

72% of energy companies say that customer feedback directly influences their service improvements

Statistic 44

66% of energy customers are more likely to remain loyal when providers offer energy efficiency programs

Statistic 45

51% of energy customers reported dissatisfaction with wait times for customer support calls

Statistic 46

73% of energy providers emphasize customer experience metrics in their corporate reports

Statistic 47

69% of energy companies report stronger competitive advantage when focusing on customer experience

Statistic 48

63% of energy providers use customer journey mapping to improve service delivery

Statistic 49

55% of energy customers find self-service portals convenient for managing their accounts

Statistic 50

72% of energy companies report that digital onboarding increases customer satisfaction and retention

Statistic 51

46% of energy customers express frustration with the lack of multi-channel support options

Statistic 52

58% of energy providers plan to increase investments in customer experience training for staff by 2024

Statistic 53

60% of energy providers measure customer satisfaction through net promoter scores

Statistic 54

80% of energy companies have invested in digital customer experience technologies in the past three years

Statistic 55

46% of energy companies plan to increase their investment in AI-driven customer service solutions

Statistic 56

59% of energy companies are investing in omni-channel customer service strategies

Statistic 57

55% of energy companies plan to implement more AI and automation tools by 2025

Statistic 58

66% of energy companies launched new digital initiatives to improve customer experience in 2023

Statistic 59

53% of customers value sustainability messaging from their energy providers

Statistic 60

54% of energy consumers are more likely to engage with providers that offer sustainability information

Statistic 61

53% of energy consumers want more eco-friendly options integrated into their energy services

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Key Highlights

70% of energy customers say that high-quality customer service influences their loyalty
65% of consumers are willing to pay more for better customer experience in the energy sector
45% of energy customers switch providers due to poor customer service
80% of energy companies have invested in digital customer experience technologies in the past three years
55% of energy consumers prefer digital portals to manage their accounts
67% of energy customers believe that personalized communications improve their overall experience
52% of energy consumers cite billing and payment issues as primary dissatisfaction points
48% of energy companies report an increase in customer engagement via mobile apps
60% of energy consumers want more real-time updates on energy consumption
75% of energy companies use customer feedback surveys to improve services
62% of energy customers are more likely to stay with a provider that offers transparent communication
83% of energy customers expect companies to proactively inform them about outages and repairs
58% of energy consumers are satisfied with their current providers’ digital capabilities

In a sector where 70% of customers say exceptional service influences their loyalty and nearly half switch providers due to poor support, the energy industry is undergoing a digital overhaul to meet soaring expectations for transparency, personalization, and real-time engagement.

Customer Preferences and Attitudes

65% of consumers are willing to pay more for better customer experience in the energy sector
55% of energy consumers prefer digital portals to manage their accounts
60% of energy consumers want more real-time updates on energy consumption
40% of energy customers consider customer service as a key factor before choosing an energy provider
66% of energy consumers prefer energy plans tailored to their usage patterns
64% of energy customers expect companies to provide energy-saving tips along with billing
69% of energy providers offer self-service options online
50% of energy consumers have high expectations for digital support, including via social media channels
74% of energy customers say that energy providers offering flexible payment options influence their loyalty
61% of energy customers prefer interacting through digital channels over traditional ones
70% of energy customers desire better smartphone app experiences
58% of energy customers prefer to access their accounts through mobile devices
45% of energy consumers value transparent and straightforward billing practices
67% of energy consumers seek better insight into their energy consumption to reduce bills
73% of energy customers want seamless onboarding experiences when switching providers
61% of energy consumers prioritize transparency in their billing statements
80% of energy consumers want more control over their energy plans and billing options
49% of energy customers are concerned about data privacy when sharing personal usage information

Customer Preferences and Attitudes Interpretation

In an industry where 65% of consumers are willing to pay a premium for superior customer experience, it’s clear that energy providers must innovate digitally and transparently, offering tailored plans, real-time insights, and seamless service—because in this competitive landscape, a customer-centric approach isn’t just smart; it’s essential.

Customer Satisfaction and Engagement

70% of energy customers say that high-quality customer service influences their loyalty
45% of energy customers switch providers due to poor customer service
67% of energy customers believe that personalized communications improve their overall experience
52% of energy consumers cite billing and payment issues as primary dissatisfaction points
48% of energy companies report an increase in customer engagement via mobile apps
75% of energy companies use customer feedback surveys to improve services
62% of energy customers are more likely to stay with a provider that offers transparent communication
83% of energy customers expect companies to proactively inform them about outages and repairs
58% of energy consumers are satisfied with their current providers’ digital capabilities
70% of underserved communities report worse customer service experiences with energy providers
77% of energy companies see customer experience as a strategic priority for 2023
55% of energy companies report increased satisfaction after implementing chatbots for customer support
44% of energy customers are willing to switch providers due to lengthy response times
72% of energy companies use analytics to personalize customer interactions
71% of energy customers have experienced issues with energy bill accuracy
59% of energy providers report improvements in first contact resolution after investing in CRM systems
63% of energy firms now incorporate customer experience metrics into executive dashboards
41% of energy consumers report difficulty in understanding their energy bills due to complex language
78% of energy companies focus on improving customer satisfaction scores within the next year
54% of customers feel that proactive outage communication increases their trust in their energy provider
65% of energy customers are more likely to recommend their provider after positive customer service experiences
59% of energy companies have increased their digital customer interactions during digital transformation initiatives
49% of energy consumers are dissatisfied with current outage notification procedures
77% of energy providers believe that customer experience improvements directly impact revenue growth
72% of energy companies say that customer feedback directly influences their service improvements
66% of energy customers are more likely to remain loyal when providers offer energy efficiency programs
51% of energy customers reported dissatisfaction with wait times for customer support calls
73% of energy providers emphasize customer experience metrics in their corporate reports
69% of energy companies report stronger competitive advantage when focusing on customer experience
63% of energy providers use customer journey mapping to improve service delivery
55% of energy customers find self-service portals convenient for managing their accounts
72% of energy companies report that digital onboarding increases customer satisfaction and retention
46% of energy customers express frustration with the lack of multi-channel support options
58% of energy providers plan to increase investments in customer experience training for staff by 2024
60% of energy providers measure customer satisfaction through net promoter scores

Customer Satisfaction and Engagement Interpretation

In an industry where billing blunders and outage ambiguities still persist, over 70% of energy customers' loyalty hinges on top-tier service and transparent communication—proving that in the energy sector, a personalized, proactive approach isn't just good manners; it's good business.

Digital Transformation and Investments

80% of energy companies have invested in digital customer experience technologies in the past three years
46% of energy companies plan to increase their investment in AI-driven customer service solutions
59% of energy companies are investing in omni-channel customer service strategies
55% of energy companies plan to implement more AI and automation tools by 2025
66% of energy companies launched new digital initiatives to improve customer experience in 2023

Digital Transformation and Investments Interpretation

With nearly two-thirds of energy companies launching new digital initiatives and half planning to ramp up AI and automation by 2025, it's clear that the industry is plugging into the digital grid to ensure customer satisfaction is no longer a spark but a sustained current.

Environmental Concerns and Sustainability

53% of customers value sustainability messaging from their energy providers
54% of energy consumers are more likely to engage with providers that offer sustainability information
53% of energy consumers want more eco-friendly options integrated into their energy services

Environmental Concerns and Sustainability Interpretation

With over half of energy consumers craving sustainable messaging and eco-friendly options, providers ignoring these eco-conscious preferences risk not only falling behind in engagement but also missing the green wave shaping tomorrow’s energy landscape.