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Disasters Become a Fact of Life for Many U.S. Electric Utility Customers 

In response to the increased frequency and severity of extreme weather events, JD Power expanded its U.S. Electric Utility Residential Customer Satisfaction Study methodology to better understand the impact of weather-related power outages and service disruptions on customers. This Utilities Intelligence Report dives into key data points gathered from JD Power studies to chart the scope of power disruptions throughout the first half of 2025 and identify strategies utilities can use to help mitigate the negative effects of extreme weather on their customers. Data collected in this report is from 2025 and includes weather events from 2024 and 2025.
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News

How Serious is Climate Change and What Can Be Done to Address It? For U.S. Electric Utility Customers, Answer Depends on Where They Live

Most electric utility customers in the United States acknowledge that climate change is a real phenomenon, but few believe there is much that can be done about it, according to new JD Power research into consumer awareness, support, and engagement with utility sustainability efforts. Beneath the nationwide average, however, variation exists on a state-by-state basis.
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News

As Americans Focus on Water Quality, These States Boast the Best

Utilities Intelligence Report June 2023 As Americans Focus on Water Quality, These States Boast the Best Water season has arrived. Whether it’s a condensation-soaked glass on a hot day, a glistening pool filled to the brim, or a cleansing shower after hours at the beach, summer is a time when Americans interact the most with the water from their taps. As the United States approaches Summer 2023, the quality of drinking water has become a hot topic. Years after water crises in various U.S. cities, federal regulators are now taking unprecedented action in cracking down on PFAS chemicals to ensure safer, higher quality water for residents. Of course, some states are further ahead in that fight than others. And even though some have to contend with a number of factors – from varying availability of natural resources to different water sources – many utilities are working hard to ensure quality water that is delivered reliably and billed easily, all from a utility that communicates well with its customers. Methodology To determine which states have the best tap water, JD Power analyzed feedback from customers of water utilities regarding their experiences in six factors: quality and reliability; price; conservation; billing and payment; communications; and customer service. Of those six factors, this analysis focuses on customers’ feedback on which states have the best quality and reliability. The study tracked customers in all 50 states and the District of Columbia. To be eligible to be ranked, states represented must have a water utility that serves a minimum of 400,000 residential customers as well as a minimum 100 survey respondents. In the study, the relative importance of each attribute on overall quality and reliability is derived using JD Power proprietary index methodology. These importance weights are then applied to customer ratings to create a score that ranges from 100 to 1,000 points. The Blue (Water?) State After analyzing the data, Kentucky ranks highest with a score of 768 (on a 1,000-point scale). A hallmark of the Blue Grass State’s success: Kentucky’s performance at the tap was so good that Louisville Water was actually able to trademark its tap water (called Louisville Pure Tap®), a feat some states would not dare to attempt. Kentucky 808 Washington 808 New York 801 Oregon 796 Kansas 795 Massachusetts 793 Connecticut 789 Minnesota 788 Virginia 785 Hawaii 782 Washington State finishes in a virtual tie with Kentucky, as residents made note of their willingness to drink tap water. More than half (55%) of Washington State residents said they always drink tap water, which ranks among the highest in the country. New York places third, thanks in large part to recent infrastructure improvements made throughout the Empire State. Bottom of the Barrel Unfortunately, not every state’s utility is hitting those high marks when it comes to overall satisfaction with public water supplies. While most of the lower-ranked states were close to the meaty part of the satisfaction curve, there is a precipitous drop toward the bottom of the list. Alabama, which had an quality and reliability score of 701, was the lowest-ranking state in the analysis, struggling in virtually every category evaluated. Indiana 756 Arizona 750 Mississippi 750 Ohio 748 Pennsylvania 748 Texas 737 New Mexico 731 Oklahoma 726 Maryland 721 Alabama 701 Glass Half Full As more Americans have become dedicated to conservation efforts, there has been renewed customer interest in the quality of the water in the home. For example, refillable water bottles have become a fixture in homes and offices around the country, but those are only as good as the water that goes in them. Even with the help of filters from the likes of Britta and ZeroWater, customers must know that their utility is working for them to provide as pure of a water supply as they can, while offering clear communication, billing, and reliable overall service. There are plenty of states that are achieving those standards, but some remain woefully behind. And with regulators starting to shine a microscope on water quality, now has never been a better time for utilities to ask the tough questions about how they can improve and rise to the occasion to deliver a better product. Find Out More This Utilities Intelligence Report is based on responses from 36,833 residential water utility customers nationwide and was fielded from June 2022 through March 2023. It was authored by Ramah Vaughn, director of utilities intelligence at JD Power. Please contact us at the numbers below to connect with Mr. Vaughn or to learn more about the underlying research. Media Contacts Brian Jaklitsch; East Coast; 631-584-2200; [email protected] Geno Effler, JD Power; West Coast; 714-621-6224; [email protected]
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News

EV Divide Grows in U.S. as More New-Vehicle Shoppers Dig in Their Heels on Internal Combustion

E-Vision Intelligence ReportApril 2023EV Divide Grows in U.S. as More New-Vehicle Shoppers Dig in Their Heels on Internal CombustionKey FindingsEV Holdouts Become More Resolute: Despite recent growth in electric vehicle (EV) market share, the percentage of U.S. consumers who say they are “very unlikely” to consider an EV for their next vehicle purchase has been growing steadily for the past three months, reaching 21% in March.Charging Infrastructure and Purchase Price Remain Biggest Barriers to Adoption: The top five reasons vehicle shoppers give for not considering an EV are all focused on public charging infrastructure and vehicle pricing.Ambiguity on Incentives Creates Challenges: New criteria introduced by the Internal Revenue Service (IRS), which limit tax credits on the sale of new EVs based on details of the chemical composition of their batteries, will reduce the affordability of EVs, potentially limiting future sales.Executive SummaryIt’s not all sunshine smooth sailing on the road to the EV future. While the long-term trend in EV market share has grown significantly from 2.6% of all new-vehicle sales in February 2020 to 8.5% in February 2023, sales hit a speed bump in March, with monthly market share falling to 7.3%. Although some month-to-month volatility is to be expected, a closer look at the barriers to EV adoption shows that many new vehicle shoppers are becoming more adamant about their decision to not consider an EV for their next purchase.According to new data from JD Power, this steady increase in the percentage of consumers who say they are “very unlikely” to consider an EV for their next vehicle purchase reflects persistent concerns about charging infrastructure and vehicle pricing.This E-Vision Intelligence Report dives into key data points trending in each monthly EV Index update, along with other data points gathered from JD Power studies and pulse surveys, to spotlight emerging trends and important shifts in EV consumer sentiment.Rise of the EV HoldoutsTop-line metrics on overall EV market share, availability and affordability have been on a long-term upward trend, but beneath those headline numbers we are starting to see some consumer behaviors that suggest a possible bifurcation of the automotive marketplace. Notably, when it comes to the percentage of new-vehicle shoppers who say they are “very likely” and “very unlikely” to consider an EV, the number of EV holdouts is growing more. As of this month’s report, 21% of new-vehicle shoppers say they are “very unlikely” to consider an EV, up from 18.9% in February and 17.8% in January. Meanwhile, the percentage of auto shoppers who say they are “very likely” to consider an EV is 26.9% and has been largely flat for the past three months.Charging Infrastructure, Price and Demographics All Play a RoleDigging deeper into the primary barriers to EV purchase consideration, we find remarkable stability in the top reasons consumers provide for sticking with internal combustion engine (ICE) vehicles. Lack of public charging infrastructure and price have been the top two concerns for the past 10 months, along with related issues involving range anxiety, time required to charge and power outage and grid concerns. Recent high profile infrastructure initiatives, such as Walmart’s plan to dramatically expand its charging network and Tesla’s announcement that would open some of its supercharger network to non-Tesla vehicles have apparently had little effect on these consumer concerns, at least so far. Demographics are also playing a role in these results. While it may not be surprising that the majority of Boomers[1] and Pre-Boomers aren’t considering EVs, fully one-third (33%) of Gen Z shoppers—the future of the marketplace—say they’re “somewhat unlikely” or “very unlikely.” It is clear in the data that price and charging infrastructure are significant obstacles for a wide spectrum of potential customers.New Tax Credit Rules Create ConfusionConsumer interest in EVs is heavily swayed by price, with our data consistently showing a clear correlation between consumer demand and government incentives, lease deals and manufacturer price cuts. Recently, that relationship has driven a surge in interest in vehicles like the Ford Mustang Mach-E and Tesla Model Y, which were reclassified as SUVs and became eligible for $7,500 federal tax credits under the Inflation Reduction Act (IRA).In mid-April, the IRS and the U.S. Treasury Department issued new guidance on specific vehicle requirements that need to be met before EVs can be eligible for these tax credits. These include the location where the vehicle is assembled and details on the sourcing of critical minerals used in the construction of vehicle batteries. On this last point, batteries and components must originate in the United States or come from countries with which there is a free trade agreement for the vehicle to qualify. This new hurdle will affect the affordability of several EV models, while also likely introducing more confusion among buyers. While we cannot yet forecast the exact effect this new guidance will have on EV adoption, our data suggest that higher prices will negatively affect EV sales. MethodologyThis JD Power E-Vision Intelligence Report is based on data and insights from the JD Power EV Index and the JD Power EV Consideration pulse survey. The JD Power EV Index is an analytics tool to benchmark the growing EV market in the United States. It tracks millions of data points aggregated into six categories—interest, availability, adoption, affordability, infrastructure and experience—to evaluate the progress to parity of EVs with ICE vehicles in the U.S. Each month, JD Power’s electric vehicle practice will analyze these data points, and others to spotlight emerging trends and important shifts in consumer sentiment that are helping to define the fast-moving EV marketplace. Find out MoreThis report was authored by Elizabeth Krear, vice president, electric vehicle practice; Brent Gruber, executive director, electric vehicle practice; Stewart Stropp, executive director, electric vehicle practice; Kristen Richter, senior manager, electric vehicle practice; and Karlo Vukobratovic, analyst, electric vehicle practice, JD Power. The JD Power E-Vision initiative is a company-wide program focused on maximizing JD Power industry-leading EV data, analytics, insights and solutions. Please contact us at the numbers below to connect with the authors or to learn more about the underlying research. Media ContactsShane Smith; East Coast; 424-903-3665; [email protected] Effler, JD Power; West Coast; 714-621-6224; [email protected] [1] JD Power defines generational groups as Pre-Boomers (born before 1946); Boomers (1946-1964); Gen X (1965-1976); Gen Y (1977-1994); and Gen Z (1995-2004). Millennials (1982-1994) are a subset of Gen Y.

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