U.S. Electric Utility Residential Customer Satisfaction Study

Study Details

As the demands of electric utility residential customers continue to evolve, it is imperative that utility companies stay up to date regarding their customers’ needs and expectations. Utilities that understand their customers’ attitudes, behaviors and preferences are better able to target performance improvement initiatives that may increase overall customer satisfaction.

The JD Power U.S. Electric Utility Residential Customer Satisfaction Study^SM measures residential customer satisfaction with large and midsize electric utility companies in four US regions: East, Midwest, South and West. The study examines satisfaction across eight dimensions: Monthly Cost; Trust; Safety & Reliability; Ease of Doing Business; Information Provided; People; Problem Resolution; and Digital Channels.

The study allows utilities to:

Measure critical components driving overall satisfaction among electric utility residential customers
Align strategic planning and improvement initiatives with core customer expectations, desires and needs
Benchmark customer satisfaction performance among large and midsize electric utilities throughout the United States

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Benefits

A study subscription provides access to the tools you need to gain a comprehensive, in-depth understanding of how your utility company is performing from the perspective of residential customers and to identify areas that need improvement.

Deliverables include:

Third-party evaluations provide unbiased information that measures customer satisfaction, operations effectiveness, corporate outreach and company brand qualities, which may be used in corporate goal setting
Executive presentation and management insights to improve performance, which include customized strategic recommendations, study results, ongoing best practices and analyses of high-performing electric utilities
Access to information through unparalleled reporting tools, data access, what-if simulators, raw data and quarterly reporting on all 140-plus survey questions, which enables customized score optimization as well as peer set and benchmark analyses
Net Promoter Score®— an independent measurement of NPS, which includes the brand-level Net Promoter Score® and verbatims, an NPS rank chart and verbatim text analytics
...and more.

Net Promoter® and NPS® are registered trademarks of Bain & Company, Inc., NICE Systems, Inc., and Fred Reichheld. Net Promoter Score^SM is a service mark of Bain & Company, Inc., NICE Systems, Inc., and Fred Reichheld.

Experiences Explored

Customers surveyed in this analysis answer questions about key topics related to their electric utility, including:

Monthly Cost
Trust
Safety & Reliability
Ease of Doing Business
Information Provided
People
Problem Resolution
Digital Channels

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Key Dates*

2026 Study Fielding Begins: January 2026
2026 Wave 1 Results: March 18, 2026
2026 Wave 2 Results: June 16, 2026
2026 Wave 3 Results: September 15, 2026
2026 Final Results: December 15, 2026
2026 Press Release: December 16, 2026

(*Subject to change; updated 07/08/2025)

View all utilities study dates

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 study as a prerequisite. Learn more

Brands that rank above the industry average for their segment and subscribe to the study earn the opportunity to commission a JD Power Performance Report. JD Power Performance Reports are customized, client-commissioned reports that highlight above-average performance by companies in JD Power syndicated studies. Each report is written and designed by JD Power, and features research findings and charts from the study, with a focus on sponsoring client's ranking and performance. Learn more