Energy Utilities

The ACSI has over 25 years of experience analyzing customer satisfaction with investor-owned energy utilities serving U.S. residential customers, and has tracked satisfaction with municipal and cooperative energy utilities for nearly a decade.

Customer satisfaction benchmarks across the three categories—investor-owned, municipal, and cooperative—are updated annually based on interviews with hundreds of residential customers about recent experiences with their service provider. For investor-owned energy utilities, the ACSI conducts additional surveys, gathering customer opinions each quarter and analyzing the total residential customer experience on a rolling basis across the entire year. These confidential quarterly results are available only to ACSI energy utility clients.

The residential customer survey data serve as inputs to ACSI’s proprietary model, which embeds customer satisfaction within a series of cause-and-effect relationships. Key metrics include customer expectations, customer perceptions about the value and quality of their actual experiences, customer complaints, and customer retention.

Investor-Owned Energy Utility Benchmarks »
Municipal Energy Utility Benchmarks »
Cooperative Energy Utility Benchmarks »

ACSI Energy Utilities Report 2020-2021 »

Energy Utilities Customer Experience Benchmarks

The ACSI captures perceptions about critical aspects of the residential customer experience, including:

    • Ability to provide reliable electric service
    • Ability to restore electric service after outage
    • Information on energy-saving ideas
    • Support of local community
    • Support of green programs
    • Staff courtesy and helpfulness
    • Understanding the bill
    • Quality of mobile app
    • Reliability of mobile app
    • Website

The ACSI Client Advantage


Energy utility clients can take advantage of ACSI’s competitive and cross-industry benchmarking capabilities through three products: ACSI Benchmark for Energy UtilitiesACSI CEX Diagnostic for Energy Utilities, and Customer Engagement Tracking for Energy Utilities.


ACSI clients gain access to confidential data for energy utilities, including more than 30 data points per quarter for the largest electric and gas service providers in the energy utilities sector. In addition, clients can benchmark their energy utility’s performance with industry peers and best-in-class companies in other industries.

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