GITNUXREPORT 2025

Customer Experience In The Utilities Industry Statistics

Digital transformation enhances utility customer experience and retention significantly.

Jannik Linder

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

First published: April 29, 2025

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Statistic 1

78% of utility customers prefer self-service options for bill payments and account management

Statistic 2

83% of customers expect real-time updates regarding their service outages via mobile app or website

Statistic 3

60% of utility customers would switch providers if they received better customer service elsewhere

Statistic 4

70% of utility customers want single sign-on access for all their utility-related services

Statistic 5

62% of utility customers consider it important to have access to detailed energy usage data

Statistic 6

80% of utility consumers would pay more for services that offer better customer experience

Statistic 7

54% of utility customers are interested in smart home energy management solutions

Statistic 8

85% of utility companies believe customer experience is critical to competitive advantage

Statistic 9

49% of utility customers prefer communicating via mobile apps rather than traditional phone calls

Statistic 10

81% of utility customers expect transparency regarding energy rates and billing

Statistic 11

74% of utility customers believe that self-service options improve their experience

Statistic 12

87% of consumers expect quick responses when they reach out to utility customer service

Statistic 13

65% of consumers report that their utility provider’s mobile app is their primary interaction channel

Statistic 14

halfway through the list, 40% of utility customers are interested in using blockchain for energy transactions

Statistic 15

54% of utility customers are concerned about data privacy with digital services

Statistic 16

59% of utility customers are interested in flexible tariff options based on their energy usage patterns

Statistic 17

65% of utility customers are more likely to remain loyal to a provider that offers personalized communication

Statistic 18

52% of utility consumers report that poor customer service negatively impacts their trust in the utility provider

Statistic 19

48% of utilities report that customer feedback has significantly influenced their service improvements

Statistic 20

77% of utility providers use customer satisfaction scores to guide service enhancements

Statistic 21

58% of utility customers have encountered digital or service issues that led to dissatisfaction

Statistic 22

67% of utility customers state that prompt service resolution influences their overall satisfaction

Statistic 23

46% of utility companies have implemented predictive analytics to proactively address customer issues

Statistic 24

69% of utility customers find personalized energy advice valuable

Statistic 25

54% of utility customers would recommend their provider based on good customer experience

Statistic 26

59% of utility companies see improving customer experience as a top strategic priority

Statistic 27

29% of utility customers feel that their current billing process is straightforward, indicating room for improvement

Statistic 28

77% of utility customers who receive timely updates report higher satisfaction levels

Statistic 29

68% of utility consumers believe that better customer service improves their overall trust in the utility sector

Statistic 30

44% of utility customers cite billing accuracy as a key factor in their satisfaction

Statistic 31

70% of utility companies aim to reduce customer complaints through digital initiatives

Statistic 32

72% of utility companies have increased their investment in digital transformation initiatives over the past two years

Statistic 33

55% of utility customer interactions are now initiated through digital channels

Statistic 34

45% of utility companies have introduced chatbots to improve customer service responsiveness

Statistic 35

36% of utility companies plan to increase their investment in omnichannel customer engagement strategies

Statistic 36

61% of utility companies have partnered with third-party technology providers to enhance customer engagement tools

Statistic 37

73% of utility customers use digital tools to monitor their energy consumption regularly

Statistic 38

66% of utility companies report that digital transformation has improved operational efficiency

Statistic 39

80% of utility companies see digital innovation as a key driver of customer retention

Statistic 40

69% of utility providers have increased their investment in AI for customer service automation

Statistic 41

63% of utility companies provide online dashboards for energy usage tracking

Statistic 42

35% of utility companies plan to implement AI-powered chatbots within the next year

Statistic 43

44% of utility consumers prioritize environmentally sustainable energy options when choosing a provider

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Key Highlights

78% of utility customers prefer self-service options for bill payments and account management
65% of utility customers are more likely to remain loyal to a provider that offers personalized communication
52% of utility consumers report that poor customer service negatively impacts their trust in the utility provider
72% of utility companies have increased their investment in digital transformation initiatives over the past two years
83% of customers expect real-time updates regarding their service outages via mobile app or website
60% of utility customers would switch providers if they received better customer service elsewhere
55% of utility customer interactions are now initiated through digital channels
48% of utilities report that customer feedback has significantly influenced their service improvements
70% of utility customers want single sign-on access for all their utility-related services
45% of utility companies have introduced chatbots to improve customer service responsiveness
62% of utility customers consider it important to have access to detailed energy usage data
80% of utility consumers would pay more for services that offer better customer experience
77% of utility providers use customer satisfaction scores to guide service enhancements

In an era where 78% of utility customers favor self-service options and 83% expect real-time outage updates, transforming customer experience has become the frontline battle for utility providers seeking loyalty and competitive edge.

Customer Expectations and Preferences

78% of utility customers prefer self-service options for bill payments and account management
83% of customers expect real-time updates regarding their service outages via mobile app or website
60% of utility customers would switch providers if they received better customer service elsewhere
70% of utility customers want single sign-on access for all their utility-related services
62% of utility customers consider it important to have access to detailed energy usage data
80% of utility consumers would pay more for services that offer better customer experience
54% of utility customers are interested in smart home energy management solutions
85% of utility companies believe customer experience is critical to competitive advantage
49% of utility customers prefer communicating via mobile apps rather than traditional phone calls
81% of utility customers expect transparency regarding energy rates and billing
74% of utility customers believe that self-service options improve their experience
87% of consumers expect quick responses when they reach out to utility customer service
65% of consumers report that their utility provider’s mobile app is their primary interaction channel
halfway through the list, 40% of utility customers are interested in using blockchain for energy transactions
54% of utility customers are concerned about data privacy with digital services
59% of utility customers are interested in flexible tariff options based on their energy usage patterns

Customer Expectations and Preferences Interpretation

With nearly nine out of ten utility customers expecting instant, transparent, and digitally seamless service—underscored by a willingness to pay more and switch providers for better experiences—it's clear that in the utility industry, delivering cutting-edge customer experience is no longer optional but essential for survival in a competitive, tech-savvy market where privacy concerns and innovative solutions like blockchain are also shaping the future.

Customer Satisfaction and Feedback

65% of utility customers are more likely to remain loyal to a provider that offers personalized communication
52% of utility consumers report that poor customer service negatively impacts their trust in the utility provider
48% of utilities report that customer feedback has significantly influenced their service improvements
77% of utility providers use customer satisfaction scores to guide service enhancements
58% of utility customers have encountered digital or service issues that led to dissatisfaction
67% of utility customers state that prompt service resolution influences their overall satisfaction
46% of utility companies have implemented predictive analytics to proactively address customer issues
69% of utility customers find personalized energy advice valuable
54% of utility customers would recommend their provider based on good customer experience
59% of utility companies see improving customer experience as a top strategic priority
29% of utility customers feel that their current billing process is straightforward, indicating room for improvement
77% of utility customers who receive timely updates report higher satisfaction levels
68% of utility consumers believe that better customer service improves their overall trust in the utility sector
44% of utility customers cite billing accuracy as a key factor in their satisfaction
70% of utility companies aim to reduce customer complaints through digital initiatives

Customer Satisfaction and Feedback Interpretation

Despite nearly half of utility customers facing digital hiccups and billing frustrations, a clear majority recognize that personalized communication and prompt service are the linchpins of loyalty and trust in an industry increasingly driven by customer-centric innovations.

Digital Transformation and Innovation

72% of utility companies have increased their investment in digital transformation initiatives over the past two years
55% of utility customer interactions are now initiated through digital channels
45% of utility companies have introduced chatbots to improve customer service responsiveness
36% of utility companies plan to increase their investment in omnichannel customer engagement strategies
61% of utility companies have partnered with third-party technology providers to enhance customer engagement tools
73% of utility customers use digital tools to monitor their energy consumption regularly
66% of utility companies report that digital transformation has improved operational efficiency
80% of utility companies see digital innovation as a key driver of customer retention
69% of utility providers have increased their investment in AI for customer service automation
63% of utility companies provide online dashboards for energy usage tracking
35% of utility companies plan to implement AI-powered chatbots within the next year

Digital Transformation and Innovation Interpretation

As utility companies pivot decisively towards digital transformation—investing in AI, chatbots, and omnichannel strategies—they're not just powering up their tech but rewiring customer engagement for a smarter, more efficient energy future.

Sustainability and Environmental Concerns

44% of utility consumers prioritize environmentally sustainable energy options when choosing a provider

Sustainability and Environmental Concerns Interpretation

Nearly half of utility consumers are wiring their preferences to sustainability, signaling that eco-friendly energy choices are no longer just green ideals but crucial criteria in today's utility selection process.