GITNUXREPORT 2025

Customer Experience In The Utility Industry Statistics

Personalized, efficient digital interactions boost utility customer loyalty and satisfaction.

Jannik Linder

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

First published: April 29, 2025

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Statistic 1

44% of utility customers have abandoned online service requests due to complexity

Statistic 2

76% of utility consumers want more personalized service options

Statistic 3

38% of utility customers express dissatisfaction with the speed of issue resolution via digital channels

Statistic 4

50% of utility customers prefer self-service online portals

Statistic 5

45% of utility customers prefer chatting with customer support over phone calls

Statistic 6

Digital channels account for 62% of all customer interactions in the utility sector

Statistic 7

52% of utility customers want energy-saving tips via mobile apps

Statistic 8

41% of utility customers prefer automated outage notifications via SMS

Statistic 9

40% of utility customers prefer mobile app-based bill payments

Statistic 10

55% of utility customers utilize online chat support regularly

Statistic 11

65% of utility customers want to access their account data via mobile apps

Statistic 12

53% of utility customers use online portals for bill payment and account management

Statistic 13

69% of utility companies are adopting data analytics to improve customer segmentation and targeting

Statistic 14

89% of utility customers say customer service influences their loyalty

Statistic 15

70% of utility companies have enhanced digital interactions to improve customer satisfaction

Statistic 16

65% of utility companies reported an increase in customer complaints related to billing issues in 2022

Statistic 17

78% of utility customers expect real-time updates on outages via mobile apps

Statistic 18

60% of utility firms believe improving customer experience can reduce operational costs

Statistic 19

42% of utility customers are dissatisfied with their current digital tools

Statistic 20

54% of utility companies are investing in AI-powered customer service solutions

Statistic 21

74% of customers would switch to a competitor due to poor customer service

Statistic 22

80% of utility companies think personalized communication improves customer satisfaction

Statistic 23

33% of utility customers have experienced issues with automated billing systems

Statistic 24

66% of utility customers are willing to share usage data for better service

Statistic 25

53% of utility companies use customer feedback data to guide service improvements

Statistic 26

68% of utility customers are frustrated by long wait times in customer service calls

Statistic 27

85% of utility customers expect consistent service across all channels

Statistic 28

72% of utility firms see improving digital customer experience as a top strategic priority

Statistic 29

69% of utility companies report higher customer satisfaction after implementing digital engagement tools

Statistic 30

58% of utility customers value transparency about energy prices and policies

Statistic 31

49% of utility companies track customer engagement metrics to enhance service

Statistic 32

46% of utility customers have a negative perception of digital-only customer service

Statistic 33

77% of utility companies believe AI will transform customer service in the coming years

Statistic 34

34% of utility customers cite billing inaccuracies as their primary complaint

Statistic 35

70% of utility firms plan to upgrade their customer experience platforms in the next year

Statistic 36

63% of utility companies report increased customer engagement after digital transformation initiatives

Statistic 37

83% of utility companies consider customer experience a competitive differentiator

Statistic 38

72% of utility customers prefer proactive outage communication

Statistic 39

48% of utility companies have integrated AI chatbots into their customer service

Statistic 40

62% of utility customers report satisfaction increases with personalized energy-saving advice

Statistic 41

54% of utility firms believe that customer experience improvements lead directly to revenue growth

Statistic 42

47% of utility customers have experienced difficulty navigating digital customer portals

Statistic 43

59% of utility companies prioritize digital transformation projects aimed at improving customer experience

Statistic 44

82% of utility customers would be willing to engage more if digital tools met their expectations

Statistic 45

44% of utility companies expect to see significant ROI from investments in CX initiatives within 12 months

Statistic 46

74% of utility providers plan to increase investment in customer experience technologies next year

Statistic 47

85% of utility customers say that transparency in communication enhances their trust

Statistic 48

57% of utility companies have increased automation in customer interactions

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Sources

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Key Highlights

89% of utility customers say customer service influences their loyalty
70% of utility companies have enhanced digital interactions to improve customer satisfaction
50% of utility customers prefer self-service online portals
65% of utility companies reported an increase in customer complaints related to billing issues in 2022
78% of utility customers expect real-time updates on outages via mobile apps
60% of utility firms believe improving customer experience can reduce operational costs
45% of utility customers prefer chatting with customer support over phone calls
Digital channels account for 62% of all customer interactions in the utility sector
42% of utility customers are dissatisfied with their current digital tools
54% of utility companies are investing in AI-powered customer service solutions
74% of customers would switch to a competitor due to poor customer service
80% of utility companies think personalized communication improves customer satisfaction
33% of utility customers have experienced issues with automated billing systems

In a landscape where 89% of utility customers say customer service influences their loyalty, the race to optimize digital experiences has never been more critical—yet, widespread dissatisfaction with current tools and increasing complaints highlight a pressing need for innovative, personalized, and transparent customer engagement strategies in the utility industry.

Customer Experience and Personalization

44% of utility customers have abandoned online service requests due to complexity
76% of utility consumers want more personalized service options
38% of utility customers express dissatisfaction with the speed of issue resolution via digital channels

Customer Experience and Personalization Interpretation

These statistics reveal that utility companies risk losing nearly half their customers to frustration and abandonment unless they simplify online processes, offer personalized experiences, and speed up digital resolutions to turn satisfaction into loyalty.

Customer Preferences and Engagement Channels

50% of utility customers prefer self-service online portals
45% of utility customers prefer chatting with customer support over phone calls
Digital channels account for 62% of all customer interactions in the utility sector
52% of utility customers want energy-saving tips via mobile apps
41% of utility customers prefer automated outage notifications via SMS
40% of utility customers prefer mobile app-based bill payments
55% of utility customers utilize online chat support regularly
65% of utility customers want to access their account data via mobile apps
53% of utility customers use online portals for bill payment and account management
69% of utility companies are adopting data analytics to improve customer segmentation and targeting

Customer Preferences and Engagement Channels Interpretation

As digital preferences surge—over 60% of utility customers favoring online interactions and big data analytics transforming customer segmentation—utility providers must now wire themselves into customers’ digital lives or risk being left in the dark.

Customer Satisfaction and Expectations

89% of utility customers say customer service influences their loyalty
70% of utility companies have enhanced digital interactions to improve customer satisfaction
65% of utility companies reported an increase in customer complaints related to billing issues in 2022
78% of utility customers expect real-time updates on outages via mobile apps
60% of utility firms believe improving customer experience can reduce operational costs
42% of utility customers are dissatisfied with their current digital tools
54% of utility companies are investing in AI-powered customer service solutions
74% of customers would switch to a competitor due to poor customer service
80% of utility companies think personalized communication improves customer satisfaction
33% of utility customers have experienced issues with automated billing systems
66% of utility customers are willing to share usage data for better service
53% of utility companies use customer feedback data to guide service improvements
68% of utility customers are frustrated by long wait times in customer service calls
85% of utility customers expect consistent service across all channels
72% of utility firms see improving digital customer experience as a top strategic priority
69% of utility companies report higher customer satisfaction after implementing digital engagement tools
58% of utility customers value transparency about energy prices and policies
49% of utility companies track customer engagement metrics to enhance service
46% of utility customers have a negative perception of digital-only customer service
77% of utility companies believe AI will transform customer service in the coming years
34% of utility customers cite billing inaccuracies as their primary complaint
70% of utility firms plan to upgrade their customer experience platforms in the next year
63% of utility companies report increased customer engagement after digital transformation initiatives
83% of utility companies consider customer experience a competitive differentiator
72% of utility customers prefer proactive outage communication
48% of utility companies have integrated AI chatbots into their customer service
62% of utility customers report satisfaction increases with personalized energy-saving advice
54% of utility firms believe that customer experience improvements lead directly to revenue growth
47% of utility customers have experienced difficulty navigating digital customer portals
59% of utility companies prioritize digital transformation projects aimed at improving customer experience
82% of utility customers would be willing to engage more if digital tools met their expectations
44% of utility companies expect to see significant ROI from investments in CX initiatives within 12 months
74% of utility providers plan to increase investment in customer experience technologies next year
85% of utility customers say that transparency in communication enhances their trust

Customer Satisfaction and Expectations Interpretation

With 89% of customers saying their loyalty hinges on quality service amid 70% digital upgrades, yet 65% report billing complaints and only 42% are satisfied with their tools, the utility industry’s digital transformation is both a promising frontier and an urgent call for smarter, clearer, and more personalized customer engagement.

Digital Transformation and Technology Adoption

57% of utility companies have increased automation in customer interactions

Digital Transformation and Technology Adoption Interpretation

With 57% of utility companies intensifying automation in customer interactions, it seems the industry is sparing no effort to turn the art of human connection into a well-oiled digital handshake.