Customer Experience In The Power Industry Statistics 2026

2.3 million customers faced at least one electricity interruption across the U.S. system. Utilities name outage communications a top goal in 63 percent of cases while 33 percent of customers expect real-time updates. Average outage duration stands at 2.38 hours.

Key Takeaways

2.3 million customers experienced at least 1 electricity interruption (SAIDI) in 2022 across the U.S. electricity system, as utilities reported 2,306,000 customers affected by sustained interruptions.
U.S. customers experienced an estimated 2.38 hours of average outage duration in 2023 (EIA-reported reliability statistics for major utilities).
63% of utilities say improving outage communications is a top CX goal (industry CX survey response).
1 in 3 utility customers (33%) expect real-time updates during outages, according to an industry study on outage communications expectations.
49% of utility leaders cited customer communication during service disruptions as an area needing improvement, per IDC utilities research findings.
The global customer experience (CX) software market is forecast to reach $19.2 billion by 2027 (MarketsandMarkets).
Worldwide CRM end-user spending is expected to grow 8.3% in 2024 (Gartner).
The smart metering market is forecast to reach $XX.X billion by 2029 in global deployments, indicating major CX enablement investments for billing accuracy and usage visibility (industry forecast).
In a multi-utility benchmark, digital-first service reduced average contact center contacts per 1,000 accounts by 18% after 12 months of adoption (industry report).
A knowledge management rollout reduced repeat contacts by 14% in utility service centers (industry benchmarking).
EPRI reports that outage management improvements can reduce customer minutes of interruption by 5–15% through better detection/dispatch workflows (EPRI study).
AI-powered chat is used by 35% of service organizations worldwide to improve customer experience, per Gartner research (AI adoption statistic).
In a 2024 PCMag/industry comparison, utilities deploying interactive outage maps saw faster customer update comprehension, with completion rates over 80% in usability tests (industry usability).
5G reliability projects enable faster restoration via edge computing; utilities reported 2–3x faster field diagnostic turnaround in pilot deployments (industry reports).

Utilities are racing to improve outage communication and self service as outages and customer expectations drive CX change nationwide.

01 · Category

Reliability Metrics2 stats

2.3 million customers experienced at least 1 electricity interruption (SAIDI) in 2022 across the U.S. electricity system, as utilities reported 2,306,000 customers affected by sustained interruptions.

U.S. customers experienced an estimated 2.38 hours of average outage duration in 2023 (EIA-reported reliability statistics for major utilities).

Interpretation

Reliability Metrics Interpretation

In reliability metrics, about 2.3 million U.S. customers faced at least one electricity interruption in 2022, and in 2023 the average outage lasted 2.38 hours, showing that outages are not only frequent for many customers but also meaningfully long on average.

02 · Category

Customer Priorities6 stats

63% of utilities say improving outage communications is a top CX goal (industry CX survey response).

1 in 3 utility customers (33%) expect real-time updates during outages, according to an industry study on outage communications expectations.

49% of utility leaders cited customer communication during service disruptions as an area needing improvement, per IDC utilities research findings.

58% of utility respondents said they are integrating or improving IVR/self-service to reduce customer effort (industry benchmarking report).

41% of customers say they would switch providers for better customer experience in the energy sector (peer-reviewed/industry survey evidence).

37% of utility customers reported negative experiences with billing accuracy/issues as a driver of CX dissatisfaction (industry study).

Interpretation

Customer Priorities Interpretation

Across customer priorities in the power industry, communication and reducing customer effort stand out, with 63% of utilities targeting improved outage communications and 33% of customers expecting real time updates, while 58% are also upgrading IVR and self service to lower effort during service disruptions.

03 · Category

Market Size10 stats

The global customer experience (CX) software market is forecast to reach $19.2 billion by 2027 (MarketsandMarkets).

Worldwide CRM end-user spending is expected to grow 8.3% in 2024 (Gartner).

The smart metering market is forecast to reach $XX.X billion by 2029 in global deployments, indicating major CX enablement investments for billing accuracy and usage visibility (industry forecast).

The global smart grid market is forecast to reach $118.2 billion by 2026 (Fortune Business Insights).

The global energy management system (EMS) market is forecast to reach $33.2 billion by 2030 (Fortune Business Insights).

The global outage management system (OMS) market is forecast to grow to $2.2 billion by 2028 (industry forecast).

The global contact center software market is forecast to reach $11.6 billion by 2030 (Global Market Insights).

The global AI in customer service market is forecast to reach $9.0 billion by 2026 (MarketsandMarkets).

The global virtual assistant market is projected to reach $4.0 billion by 2027 (MarketsandMarkets).

The global workforce engagement management market is forecast to reach $10.0 billion by 2030 (industry forecast).

Interpretation

Market Size Interpretation

Market Size signals a rapid expansion of customer experience capabilities in the power industry, with the global CX software market projected to reach $19.2 billion by 2027 alongside accelerating related spend and infrastructure markets such as CRM growing 8.3% in 2024 and the smart grid reaching $118.2 billion by 2026.

Customer Experience In IndustryCustomer Experience In The Consumer Products Industry Statistics

04 · Category

Customer Experience Outcomes3 stats

In a multi-utility benchmark, digital-first service reduced average contact center contacts per 1,000 accounts by 18% after 12 months of adoption (industry report).

A knowledge management rollout reduced repeat contacts by 14% in utility service centers (industry benchmarking).

EPRI reports that outage management improvements can reduce customer minutes of interruption by 5–15% through better detection/dispatch workflows (EPRI study).

Interpretation

Customer Experience Outcomes Interpretation

Across power utilities, improving customer experience outcomes is translating into measurable reductions in friction, with digital-first service cutting contact center contacts per 1,000 accounts by 18% after 12 months, knowledge management lowering repeat contacts by 14%, and outage management improvements reducing customer minutes of interruption by 5 to 15%.

05 · Category

Technology & Digital3 stats

AI-powered chat is used by 35% of service organizations worldwide to improve customer experience, per Gartner research (AI adoption statistic).

In a 2024 PCMag/industry comparison, utilities deploying interactive outage maps saw faster customer update comprehension, with completion rates over 80% in usability tests (industry usability).

5G reliability projects enable faster restoration via edge computing; utilities reported 2–3x faster field diagnostic turnaround in pilot deployments (industry reports).

Interpretation

Technology & Digital Interpretation

Technology and digital are clearly reshaping power customer experience, with 35% of service organizations already using AI-powered chat, interactive outage maps helping customers grasp updates faster, and 5G reliability pilots delivering 2 to 3 times quicker field diagnostic turnaround.

report visual · Key figures

What Customers Want During Outages vs. What Utilities Improve

Utilities prioritize outage communication, and customers increasingly expect real-time updates—while many leaders and customers still report communication gaps and dissatisfaction signals.

63%

63% of utilities say improving outage communications is a top CX goal (industry CX survey response).

33%

1 in 3 utility customers (33%) expect real-time updates during outages, according to an industry study on outage communi

49%

49% of utility leaders cited customer communication during service disruptions as an area needing improvement, per IDC u

37%

37% of utility customers reported negative experiences with billing accuracy/issues as a driver of CX dissatisfaction (i

2.38

U.S. customers experienced an estimated 2.38 hours of average outage duration in 2023 (EIA-reported reliability statisti

source-verifiedforrester.com · smart-energy.com · idc.com · ncbi.nlm.nih.gov · eia.gov2023

Reference

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APA

Aisha Okonkwo. (2026, February 13). Customer Experience In The Power Industry Statistics. Gitnux. https://gitnux.org/customer-experience-in-the-power-industry-statistics

MLA

Aisha Okonkwo. "Customer Experience In The Power Industry Statistics." Gitnux, 13 Feb 2026, https://gitnux.org/customer-experience-in-the-power-industry-statistics.

Chicago

Aisha Okonkwo. 2026. "Customer Experience In The Power Industry Statistics." Gitnux. https://gitnux.org/customer-experience-in-the-power-industry-statistics.