Key Takeaways
- In 2023, 68% of utility customers reported high satisfaction with overall service experience, up 5% from 2022
- Utility companies achieving NPS scores above 50 saw 22% higher customer retention rates compared to those below 30
- 74% of surveyed utility customers in North America rated their provider's responsiveness during billing inquiries as excellent or good in 2023
- Average outage duration for U.S. utilities dropped to 1.5 hours in 2023, improving reliability by 12%
- 92% of customers experienced fewer than 3 outages per year in top-performing utilities
- SAIDI metric for leading utilities averaged 60 minutes annually in 2023
- 62% of utility customers used mobile apps for self-service in 2023, up 18% YoY
- Adoption of digital portals reached 81% among millennials in utility services
- 47% increase in self-service bill payments via apps in 2023 utilities survey
- 71% of utility bills viewed digitally before paper option in 2023
- E-billing adoption saved utilities $4.50 per customer annually on average
- 84% satisfaction with auto-pay enrollment via digital portals
- First-contact resolution for billing via chat reached 89% in 2023
- Average speed of answer for utility support calls was 28 seconds in top performers
- 91% of email support tickets resolved within 24 hours across utilities
Utility customer satisfaction is improving due to digital upgrades and personalized, proactive service.
Billing and Financial Interactions
Billing and Financial Interactions Interpretation
Customer Satisfaction Scores
Customer Satisfaction Scores Interpretation
Customer Support Effectiveness
Customer Support Effectiveness Interpretation
Digital Engagement Statistics
Digital Engagement Statistics Interpretation
Outage and Reliability Metrics
Outage and Reliability Metrics Interpretation
Sources & References
- Reference 1JDPOWERjdpower.comVisit source
- Reference 2QUALTRICSqualtrics.comVisit source
- Reference 3ACCENTUREaccenture.comVisit source
- Reference 4DELOITTEwww2.deloitte.comVisit source
- Reference 5PWCpwc.comVisit source
- Reference 6UTILITYDIVEutilitydive.comVisit source
- Reference 7FORRESTERforrester.comVisit source
- Reference 8MCKINSEYmckinsey.comVisit source
- Reference 9EYey.comVisit source
- Reference 10GARTNERgartner.comVisit source
- Reference 11BAINbain.comVisit source
- Reference 12IBMibm.comVisit source
- Reference 13UTILITYWEEKutilityweek.co.ukVisit source
- Reference 14KEARNEYkearney.comVisit source
- Reference 15SALESFORCEsalesforce.comVisit source
- Reference 16PEWRESEARCHpewresearch.orgVisit source
- Reference 17EDFENERGYedfenergy.comVisit source
- Reference 18BCGbcg.comVisit source
- Reference 19ORACLEoracle.comVisit source
- Reference 20NRECAnreca.coopVisit source
- Reference 21IEAiea.orgVisit source
- Reference 22STRATEGYANDstrategyand.pwc.comVisit source
- Reference 23MEDALLIAmedallia.comVisit source
- Reference 24AARPaarp.orgVisit source
- Reference 25CISCOcisco.comVisit source
- Reference 26SATMETRIXsatmetrix.comVisit source
- Reference 27URBANurban.orgVisit source
- Reference 28SHRMshrm.orgVisit source
- Reference 29TTECttec.comVisit source
- Reference 30EIAeia.govVisit source
- Reference 31NERCnerc.comVisit source
- Reference 32PGEpge.comVisit source
- Reference 33GREENTECHMEDIAgreentechmedia.comVisit source
- Reference 34IRENAirena.orgVisit source
- Reference 35FERCferc.govVisit source
- Reference 36LIGHTWAVEONLINElightwaveonline.comVisit source
- Reference 37GEVERNOVAgevernova.comVisit source
- Reference 38WORLDBANKworldbank.orgVisit source
- Reference 39ESRIesri.comVisit source
- Reference 40FORBESforbes.comVisit source
- Reference 41ERICSSONericsson.comVisit source
- Reference 42GEge.comVisit source
- Reference 43HOOTSUITEhootsuite.comVisit source
- Reference 44AUTODESKautodesk.comVisit source
- Reference 45WORLDPAYworldpay.comVisit source
- Reference 46FITBITfitbit.comVisit source
- Reference 47GOOGLEgoogle.comVisit source
- Reference 48METAmeta.comVisit source
- Reference 49NACHAnacha.orgVisit source
- Reference 50TWILIOtwilio.comVisit source
- Reference 51VISAvisa.comVisit source
- Reference 52EDISONedison.comVisit source
- Reference 53ADOBEadobe.comVisit source
- Reference 54GREENBIZgreenbiz.comVisit source
- Reference 55ENPHASEenphase.comVisit source
- Reference 56AMAZONamazon.comVisit source
- Reference 57SAPsap.comVisit source
- Reference 58KLARNAklarna.comVisit source
- Reference 59MAILCHIMPmailchimp.comVisit source
- Reference 60GENESYSgenesys.comVisit source
- Reference 61PAYPALpaypal.comVisit source
- Reference 62NICEnice.comVisit source
- Reference 63STARLINKstarlink.comVisit source
- Reference 64MICROSOFTmicrosoft.comVisit source
- Reference 65BRANDWATCHbrandwatch.comVisit source





