Less Efficiency, Higher Costs Await Utilities That Fail to Act
COSTA MESA, Calif.: 27 Feb. 2019 — Utilities continue to struggle to get digital right. According to the J.D. Power 2019 Utility Digital Experience Study,SM released today, there is an improvement in overall satisfaction from last year, but although utilities still lag behind other industries when it comes to delivering a satisfying digital customer experience, there remains a path forward for them to further improve.
Now in its second year, the study assesses how customers interact with their utility based on their perceptions of the available websites and mobile apps as well as the social, email, chat and text functions of the 67 largest electric, natural gas and water utilities in the United States. A mobile channel is necessary to be ranked in this study. Centric Digital, a leader measuring digital intelligence, collaborated on this study by contributing a Digital Intelligence Benchmark powered by its DIMENSIONS™ platform, that includes digital experience analysis and cross-industry insights.
“Utilities that remain digital laggards are passing up a prime opportunity to make their operations more efficient and to reduce costs,” said Jon Sundberg, Senior Digital Manager at J.D. Power. “Customers will choose the option that resolves their problems quickly, which in many cases will be via an online site or an app. Connecting with a utility representative via phone shouldn’t be a default, but it can often become one when digital capabilities aren’t strong. That can raise costs.”
Following are some of the key findings of the 2019 study:
SRP ranks highest in overall satisfaction with a score of 882. AEP (877) ranks second and SMUD (876) ranks third. The industry average is 844.
The 2019 Utility Digital Experience Study is based on evaluations from 15,894 customers of the 67 largest electric, natural gas and water utilities. To be included in the study, utilities must serve 540,000 or more customers. The study was fielded in November-December 2018.
For more information about the J.D. Power Utility Digital Experience Study, visit
J.D. Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable J.D. Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, J.D. Power has offices serving North America, South America, Asia Pacific and Europe.
Centric Digital’s intelligence platform, DIMENSIONS™, measures capabilities across an enterprise’s core digital footprint—web, mobile, social, etc.—and compares them to industry standards and market leaders. Insights from Centric Digital IQ data powers partner solutions, informs investors and guides C-suite executives through frontline managers to optimize business performance. Over 15,000 brands worldwide and across industries are tracked including the S&P 500. To learn more, please visit centricdigital.com.
Media Relations Contacts
Geno Effler, J.D. Power; Costa Mesa, Calif.; 714-621-6224; [email protected]
John Roderick; St. James, N.Y.; 631-584-2200; [email protected]
Brian Manning; Centric Digital; 646-875-8751; [email protected]
About J.D. Power and Advertising/Promotional Rules:www.jdpower.com/business/about-us/press-release-info