CA Electric Utility Benchmarking Study
Understand What Matters Most to Electric Utility Customers
The Electric Utility Residential Customer Satisfaction Study measures satisfaction with large and midsize electric utility companies throughout Canada. The study provides the electric industry with insights into the evolving needs and demands of residential customers and allows subscribers to compare results with other brands.
A Complete View of Utility Customer Satisfaction Performance
The study measures eight key utility customer experience dimensions:
• Overall customer satisfaction
• Service reliability
• Communication effectiveness
• Billing and payment
• Customer service
• Brand perception
• Service value
• Trust and confidence
Includes:
• Electric Utility Residential Satisfaction Study
• Utility Brand Appeal Index Study
• National performance benchmarking
• Year-over-year comparisons
How the Utility Benchmarking Study Works
• Surveys residential customers of large and midsize utilities across Canada
• Measures satisfaction through customer experience and brand perception insights
• Benchmarks performance across utilities and regional competitors
• Applies advanced analytics to identify key drivers of satisfaction
• Delivers tools including scenario modeling and weighted gap analysis
Align Strategy, Improve Customer Experience
• Provides competitive benchmarks across utilities and industry performance leaders
• Identifies key drivers of satisfaction across the residential customer experience
• Enables deep analysis through tools such as gap analysis and scenario modeling
• Delivers insights aligned to evolving customer expectations and needs
• Supports strategic planning with actionable data on performance and improvement opportunities
Satisfaction, Strengthen Customer Confidence
• Improves customer satisfaction through targeted enhancements across key service touchpoints
• Strengthens trust by aligning services with evolving customer expectations and needs
• Enhances brand perception through consistent delivery of reliable utility services
• Supports better decisions through data-driven insights into customer behaviors
• Drives performance improvements by prioritizing initiatives with measurable impact
Press Release & Award Information
JD Power will issue a national press release that will highlight key findings and trends from the stud(ies) and includes top-to-bottom rankings of the brands in the study that meet JD Power’s predetermined research criteria. The brand(s) that ranks highest in each of the segments profiled and meets predetermined award criteria will have the opportunity to leverage their award publicly through the JD Power award licensing program, which requires subscribing to the study as a prerequisite.
Who should use it
Designed for Utility and Customer Experience Leaders
• Electric utility executive and operations leadership
• Customer experience and satisfaction teams
• Strategy and planning teams
• Insights, analytics, and research teams
• Brand, communications, and regulatory affairs teams
PowerSource
Insights Available at a Touch of a Button
Subscribers to this study have full access to benchmark reporting, competitor analysis, and more with PowerSource.
