ACSI Benchmark for Energy Utilities

The ACSI Benchmark for Energy Utilities provides energy utility clients with a reliable set of metrics and benchmarking capabilities in relation to the largest investor-owned, municipal, and cooperative energy utilities in the United States. In addition, clients obtain detailed results for “best-in-class” companies in other industries for cross-industry benchmarking.

Each quarter, ACSI randomly surveys residential customers of the biggest U.S. energy utilities to compile this benchmark data. No other independent residential customer research effort offers the same methodological rigor or consistency as the American Customer Satisfaction Index.

Whether your energy utility is investor-owned, municipal, or cooperative, the ACSI Benchmark for Energy Utilities is a powerful business tool that provides you with the capability to:

    • Carry out benchmarking of residential customer satisfaction with industry peers, other industries, and best-in-class organizations in the ACSI.
    • Conduct strategic planning with independently collected customer satisfaction results to identify strengths in the customer experience and detect improvement opportunities.
    • Gain insights into detailed aspects of your residential customer experience with access to industry-specific, energy utility customer experience (CEX) benchmarks.
    • Use ACSI results to track the effectiveness of utility-wide improvement initiatives on residential customer satisfaction in comparison with other energy utilities.
    • Understand residential customer perceptions for electric service reliability and power restoration after an outage.

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