Electric Utility Residential Customer Satisfaction Study
Benchmark Residential Customer Satisfaction in Electric Utilities
The U.S. Electric Utility Residential Customer Satisfaction Study measures residential customer satisfaction with large and midsize electric utilities across four U.S. regions, examining eight (8) dimensions to help utilities align strategic planning with customer needs.
What the Study Measures
A Complete View of Residential Electric Customer Satisfaction Survey
Evaluates satisfaction across eight dimensions:
• Monthly Cost
• Trust
• Safety & Reliability
• Ease of Doing Business
• Information Provided
• People
• Problem Resolution
• Digital Channels
How the U.S. Electric Utility Residential Customer Satisfaction Study Works
• Surveys residential customers of electric utilities across four U.S. regions
• Measures performance across eight satisfaction dimensions
• Benchmarks large and midsize utilities as well as cooperatives
• Provides wave reporting and final annual results
• Delivers 140+ survey questions and quarterly reporting
Core Strengths
Align With Residential Customer Priorities
• Measures critical components driving overall residential satisfaction
• Aligns strategic planning with core customer expectations, desires, and needs
• Benchmarks satisfaction performance among large and midsize utilities nationwide
• Provides third-party evaluations with unbiased satisfaction measurement
• Delivers brand-level NPS and verbatim text analytics
Business Impact
Build Trust and Customer Loyalty for Infrastructure
• Prioritizes investments around residential satisfaction drivers
• Strengthens safety, reliability, and outage communication
• Improves digital channel adoption and self-service
• Supports rate case outcomes with documented customer satisfaction
• Builds customer advocacy for long-term infrastructure and clean energy initiatives
Key Dates
2026
Fielding Begins: January 2026
Wave 1 Results: March 18, 2026
Wave 2 Results: June 16, 2026
Wave 3 Results: September 15, 2026
Final Results: December 15, 2026
Press Release: December 16, 2026 (*Subject to change; updated 07/08/2025)
Press Release & Award Information
JD Power issues national press releases highlighting key findings and top-to-bottom rankings from award-eligible studies. The brand(s) that rank highest in each award-eligible segment and meet predetermined award criteria will have the opportunity to enter into a licensing agreement through the JD Power Awards Program, which requires subscribing to the U.S. Electric Utility Residential Customer Satisfaction Study as a prerequisite.
Brands Targeted to be Profiled
Profiled Brands
Cooperatives
Berkeley Electric Cooperative
Bluebonnet Electric Cooperative
Carroll Electric Cooperative
Clay Electric Cooperative
Cobb EMC
Connexus Energy
CORE Electric Cooperative
CoServ
Dakota Electric Association
Delaware Electric Cooperative
DEMCO
EnergyUnited
Great Lakes Energy
GreyStone Power
Jackson EMC
Lee County Electric Cooperative
Magic Valley Electric Cooperative
Middle Tennessee EMC
NOVEC
Pedernales Electric
Rappahannock Electric Cooperative
Sawnee EMC
SECO Energy
SLEMCO
Snapping Shoals EMC
South Central Power
Southern Maryland Electric Cooperative
Tri-County Electric Cooperative
Volunteer Energy Cooperative
Walton EMC
Withlacoochee River Electric Cooperative
East Region — Large
Appalachian Power
Atlantic City Electric
BGE
Central Maine Power
Con Edison
Duquesne Light
Eversource
Jersey Central Power & Light
Met-Ed
National Grid
NYSEG
PECO
Penelec
Pepco
PPL Electric Utilities
PSE&G
PSEG Long Island
West Penn Power
East Region — Midsize
Central Hudson Gas & Electric
Delmarva Power
Green Mountain Power
Mon Power
Orange & Rockland
Penn Power
Potomac Edison
Rhode Island Energy
Rochester Gas & Electric
United Illuminating
Versant Power
Midwest Region — Large
AEP Ohio
Alliant Energy
Ameren Illinois
Ameren Missouri
ComEd
Consumers Energy
DTE Energy
Duke Energy
Evergy
Indiana Michigan Power
MidAmerican Energy
Ohio Edison
The Illuminating Company
We Energies
Xcel Energy
Midwest Region — Midsize
AES Indiana
AES Ohio
CenterPoint Energy
City Utilities
Kentucky Power
Kentucky Utilities
Liberty Utilities
Lincoln Electric System
Louisville Gas & Electric
Madison Gas & Electric
Minnesota Power
NIPSCO
Omaha Public Power District
Otter Tail Power Company
Toledo Edison
WPS
Midwest Region — Midsize
AES Indiana
AES Ohio
CenterPoint Energy
City Utilities
Kentucky Power
Kentucky Utilities
Liberty Utilities
Lincoln Electric System
Louisville Gas & Electric
Madison Gas & Electric
Minnesota Power
NIPSCO
Omaha Public Power District
Otter Tail Power Company
Toledo Edison
WPS
South Region — Large
Alabama Power
CPS Energy
Dominion Energy
Duke Energy Carolinas
Duke Energy Florida
Duke Energy Progress
Entergy Arkansas
Entergy Louisiana
Florida Power & Light
Georgia Power
OG&E
Tampa Electric
South Region — Midsize
Austin Energy
City of Tallahassee
Cleco Power
Entergy Mississippi
Entergy New Orleans
Entergy Texas
EPB
Huntsville Utilities
JEA
Knoxville Utilities Board
Lakeland Electric
Mississippi Power
MLGW
NES
OUC
Public Service Co. of Oklahoma
Santee Cooper
SWEPCO
Xcel Energy
West Region — Large
APS
Idaho Power
L.A. Dept. of Water & Power
NV Energy
Pacific Gas and Electric
Pacific Power
Portland General Electric
Puget Sound Energy
Rocky Mountain Power
San Diego Gas & Electric
SMUD
Southern California Edison
SRP
Xcel Energy
West Region — Midsize
Anaheim Public Utilities
Avista
Black Hills Energy
Clark Public Utilities
Colorado Springs Utilities
El Paso Electric
Hawaiian Electric
Imperial Irrigation District
Modesto Irrigation District
Montana-Dakota Utilities
NorthWestern Energy
PNM
Riverside Public Utilities
Seattle City Light
Snohomish County PUD
Tacoma Power
Tucson Electric Power
Designed for Utility Leaders Serving Residential Electric Customers
• Residential customer experience executives
• Customer service operations leaders
• Reliability and outage communication leaders
• Digital channel and self-service owners
• Regulatory and rate case teams
• Communications and community relations leaders
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