There has never been a more challenging time than now for the nation’s utility regulators and public utility commissions. The utilities they regulate face a combination of aging infrastructure, changing weather patterns, and rising consumer expectations regarding levels of customer service—all of which shine a spotlight on the performance of utilities and the satisfaction of their customers.

The Solution

The J.D. Power U.S. Utility Regulator ReportsSM help regulators understand the needs and expectations of the consumers they represent when regulating electric, natural gas, and water utilities. On a per state basis, the reports summarize the results of J.D. Power’s utility customer satisfaction studies published in the previous calendar year. These studies are based on more than 200,000 customer survey responses regarding their experience with their respective electric, natural gas, and water utility providers.

The reports provide critical, objective insights that allow regulators to:

  • Understand customer satisfaction performance among the utility companies they regulate
  • Analyze relative performance of regulated investor-owned utilities, publically owned utilities, and cooperative utilities in each state
  • Utilize J.D. Power’s benchmarks to compare utility performance

The Benefits

These complimentary reports provide an objective measurement of satisfaction among utility customers in the United States. Deliverables include a report that summarizes overall customer satisfaction for electric, natural gas, and water utilities in each state, along with the customer satisfaction scores for utilities providing service within each state.