Regulators across the country are facing increasingly complex challenges as they navigate the changing energy landscape. The Utility Trusted Brand & Customer Engagement™ studies help regulators successfully navigate this unfamiliar terrain by providing a comprehensive view into utilities’ relationships with their residential and business customers. The studies provide the highest-quality insights available on customer satisfaction, product experience and brand trust—the core components of customers’ engagement with their utility.


The report will enable you to:

  • Understand how your state’s regulated utilities are performing on customer engagement, including satisfaction, product experience and brand trust
  • Benchmark utility performance against other service industries
  • Gain insight into how your state’s regulated utilities are performing on providing non-commodity products and services
  • Better understand the needs and expectations of the utility consumers you represent


A web-based survey among residential electric and natural gas utility customers of the 130 largest US utility companies (based on residential customer counts). Sample design uses US census data and strict quotas to ensure a representative sample of each evaluated utility’s customers based on age, income and race.

This energy market research study collects responses every quarter and provides seasonal perspectives.

Findings are not available for all 50 states.


Areas of Inquiry

Customer Engagement and Operational Diagnostics

  • Customer Engagement scores
  • Customer engagement comparisons with other local service providers
  • Back-office quality (service, rates, outage handling and billing)
  • Energy management and consumption efforts

Service Satisfaction Measurement Factors

  • Safety and reliability of service
  • Billing and payment processes
  • Customer and field service performance
  • Generation fuel preference
  • Impact of rate changes on satisfaction

Product Experience Measurement Factors

  • Awareness and use of voluntary programs
  • Demand for billing, payment, service and demand-side management offerings
  • Impact of voluntary products on energy costs, the environment and other utility consumer needs
  • Rate structure demand and satisfaction

Trusted Brand Measurement Factors

  • Local outreach efforts and reputation
  • Customer advocacy
  • Environmental focus
  • Communication effectiveness
  • Reliability of quality
  • Brand-building activities
  • Customer advocacy scoring

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