U.S. Utility Digital Experience Study
Optimize the Utility Digital Experience
The U.S. Utility Digital Experience Study provides a comprehensive analysis of customer perceptions of a utility’s digital presence across websites, mobile apps, and assisted-online channels like chat, email, and social media.
What the Study Measures
A Complete View of the Utility Digital Experience
The satisfaction index is built on a weighted sum of the following tasks:
• Ease of Navigating
• Range of Services
• Speed of Loading
• Clarity of Information
• Appearance of the Website/App
Includes:
• Websites and mobile apps
• Assisted-Online Digital Channels (chat, email, text, and social media)
• Recommendations for improvement
• Index model quantifying the impact of each digital task on overall satisfaction
How the U.S. Utility Digital Experience Study Works
• Surveys utility customers about website, app, and assisted-online experiences
• Quantifies how specific digital tasks contribute to overall satisfaction via an index model
• Benchmarks performance across major electric, gas, and water utilities
• Delivers annual results with access via PowerSource
• Identifies digital leaders and their best practices
Core Strengths
Prioritize the Digital Tasks That Matter
• Understand how customers are currently interacting with your utility digitally
• Determine how well digital touchpoints meet or fail customer expectations
• Discover high-performing digital leaders and their best practices
• Identify specific areas of websites and mobile apps needing improvement
• Improve ROI by prioritizing resource deployment for maximum customer impact
Business Impact
Improve ROI on Digital Investment
• Directs digital investment toward the tasks that drive satisfaction
• Improves self-service adoption and reduces cost-to-serve
• Strengthens assisted-online channels including chat and email
• Differentiates your utility against digital leaders
• Aligns digital roadmap with evolving customer expectations
Key Dates
2026
Fielding Begins: November 2025
Final Results: February 18, 2026
Press Release: February 19, 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. Gas Utility Business Customer Satisfaction Study as a prerequisite.
Brands Targeted to be Profiled (Final profiled list will be available upon study publication)
Profiled Brands
Utility Brands
AEP
Alabama Power
Ameren
American Water
APS
Aqua
Atmos Energy
Avangrid
CenterPoint Energy
City of Chicago
Con Edison
Consumers Energy
Dominion
DTE Energy
Duke Energy
Enbridge
Entergy
Evergy
Eversource
Exelon
FirstEnergy
Florida Power & Light
Georgia Power
L.A. Dept. of Water & Power
National Grid
NiSource
NV Energy
NYC Environmental Protection
ONE Gas
Pacific Gas and Electric
PacifiCorp
Piedmont Natural Gas
PPL Electric Utilities
PSE&G
PSEG Long Island
Puget Sound Energy
San Diego Gas & Electric
Southern California Edison
Southern California Gas Company
Southern Company Gas
Southwest Gas
Spire
SRP
Washington Gas
WEC Energy Group
Xcel Energy
Designed for Utility Digital Leaders
• Digital product and experience owners
• Self-service and customer service leaders
• IT and platform leaders
• Customer experience executives
• Chat, email, and social media support teams
• Strategy and innovation leaders
Unlock Insights With the Touch of a Button
Subscribers to this study have full access to benchmark reporting, competitor analysis, and more with PowerSource.
