U.S. Electric Utility Business Customer Satisfaction Study
Strengthen Satisfaction with Electric Utility Business Customers
The U.S. Electric Utility Business Customer Satisfaction Study measures business customers’ satisfaction with large and midsize electric utilities across four U.S. regions, examining eight dimensions that drive commercial customer experience.
What the Study Measures
A Complete View of Business Customer Experience
Evaluates satisfaction across eight dimensions:
• Monthly Cost
• Trust
• Safety & Reliability
• Ease of Doing Business
• Information Provided
• People
• Problem Resolution
• Digital Channels
Includes:
• Regional (East, Midwest, South, West) and size (Large, Midsize) benchmarks
• Management discussion of industry trends
• Impact simulator for KPI modeling
• Independent Net Promoter Score® measurement
How the U.S. Electric Utility Business Customer Satisfaction Study Works
• Surveys business customers of large and midsize electric utilities
• Segments results across four U.S. regions and two size segments
• Measures performance across eight satisfaction dimensions
• Benchmarks against peers, industry, and highest performers
• Provides wave reporting and final annual results
Core Strengths
Learn Directly From Business Customer Feedback
• Measures critical components driving overall satisfaction among business customers
• Identifies relative strengths and weaknesses of electric utilities overall and by size
• Aligns strategic planning with core business customer desires and needs
• Provides independent NPS with brand verbatims and text analytics
• Models the impact of performance improvement initiatives on satisfaction
Business Impact
Improve Retention and Stakeholder Trust
• Prioritizes investments around commercial and industrial satisfaction drivers
• Improves reliability communication and problem resolution effectiveness
• Strengthens digital channel usage and self-service adoption
• Supports rate case outcomes through documented satisfaction data
• Differentiates your utility against regional peers
Key Dates
2026
Fielding Begins: February 2026
Wave 1 Results: July 7, 2026
Final Results: November 10, 2026
Press Release: November 11, 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 Business Customer Satisfaction Study as a prerequisite.
Brands Targeted to be Profiled
Profiled Brands
East Region — Large
Appalachian Power
BGE
Con Edison
Eversource
Jersey Central Power & Light
National Grid
NYSEG
PECO
PPL Electric Utilities
PSE&G
PSEG Long Island
West Penn Power
East Region — Midsize
Atlantic City Electric
Central Maine Power
Delmarva Power
Duquesne Light Company
Met-Ed
Mon Power
Penelec
Pepco
Potomac Edison
Rhode Island Energy
Midwest Region — Large
AEP Ohio
Alliant Energy
Ameren Illinois
Ameren Missouri
ComEd
Consumers Energy
DTE Energy
Duke Energy
Evergy
MidAmerican Energy
Ohio Edison
We Energies
Xcel Energy
Midwest Region — Midsize
AES Indiana
AES Ohio
Indiana Michigan Power
Kentucky Utilities
LG&E
NIPSCO
The Illuminating Company
WPS
South Region — Large
Alabama Power
Dominion Energy
Duke Energy Carolinas
Duke Energy Florida
Duke Energy Progress
Entergy Arkansas
Entergy Louisiana
Florida Power & Light
Georgia Power
OG&E
South Region — Large
Alabama Power
Dominion Energy
Duke Energy Carolinas
Duke Energy Florida
Duke Energy Progress
Entergy Arkansas
Entergy Louisiana
Florida Power & Light
Georgia Power
OG&E
South Region — Midsize
Austin Energy
CPS Energy
Entergy Mississippi
Entergy Texas
JEA
Public Service Co. of Oklahoma
SWEPCO
Tampa Electric
Xcel Energy
West Region — Large
APS
NV Energy
PG&E
PGE
Puget Sound Energy
Rocky Mountain Power
San Diego Gas & Electric
Southern California Edison
SRP
Xcel Energy
West Region — Midsize
El Paso Electric
Idaho Power
L.A. Dept. of Water & Power
NorthWestern Energy
Pacific Power
PNM
Seattle City Light
SMUD
Designed for Utility Leaders Serving Business Customers
• Business customer segment leaders
• Key account managers
• Customer experience executives
• Regulatory and rate case teams
• Operations and reliability leaders
• Digital and self-service product owners
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Subscribers to this study have full access to benchmark reporting, competitor analysis, and more with PowerSource.
