U.S. Utility Digital Experience Study
Study Details
Every interaction a customer has with their local electric, gas and water utility reflects their overall experience. It is critical for utility companies to provide services that delight customers at every touch point—from reviewing account information online, to making a payment on their mobile app, to resolving an issue through email. Consumer behaviors and expectations are changing, and companies must be able to provide services when and where their customers want them. Utilities that understand their digital strengths and weaknesses will be better positioned to improve customer satisfaction by deploying resources to enhance areas that will have the most impact.
The Solution
The JD Power U.S. Utility Digital Experience StudySM provides an analysis of customer perceptions of your company’s digital presence. It explores the correlation between website and mobile app engagement and user experience.
Key Features
The study measures the complete digital experience of utility customers:
- Assisted-Online Digital Channels: In addition to assessing the usability of websites and mobile apps, the study now provides detailed and actionable recommendations to improve the experience with chat, email, text messaging and social media channels.
- Index Model
Every interaction a customer has with their local electric, gas and water utility reflects their overall experience. It is critical for utility companies to provide services that delight customers at every touch point—from reviewing account information online, to making a payment on their mobile app, to resolving an issue through email. Consumer behaviors and expectations are changing, and companies must be able to provide services when and where their customers want them. Utilities that understand their digital strengths and weaknesses will be better positioned to improve customer satisfaction by deploying resources to enhance areas that will have the most impact.
The Solution
The JD Power U.S. Utility Digital Experience StudySM provides an analysis of customer perceptions of your company’s digital presence. It explores the correlation between website and mobile app engagement and user experience.
Key Features
The study measures the complete digital experience of utility customers:
- Assisted-Online Digital Channels: In addition to assessing the usability of websites and mobile apps, the study now provides detailed and actionable recommendations to improve the experience with chat, email, text messaging and social media channels.
- Index Model
Benefits
- Understand how customers currently interact with your utility company
- Determine how well your digital touch points meet—or fail to meet— customer expectations
- Discover which companies perform highest digitally (and what they are doing right) within the utility industry and cross-industry
- Identify the areas of your website and mobile app that need improvement
- Improve ROI by deploying resources to improve areas that will have the greatest impact on customer satisfaction
- Understand how customers currently interact with your utility company
- Determine how well your digital touch points meet—or fail to meet— customer expectations
- Discover which companies perform highest digitally (and what they are doing right) within the utility industry and cross-industry
- Identify the areas of your website and mobile app that need improvement
- Improve ROI by deploying resources to improve areas that will have the greatest impact on customer satisfaction
Experiences Explored
Based on data obtained from the survey, an index is created that quantifies the effect that the tasks have on customer satisfaction— specifically, the relative weight each task contributes to the overall satisfaction index. The results of those calculations are used to predict overall satisfaction based on a weighted sum of the tasks, which constitutes the overall index.
- Ease of navigating
- Range of services
- Speed of loading
- Clarity of information
- Appearance of the website/app
Based on data obtained from the survey, an index is created that quantifies the effect that the tasks have on customer satisfaction— specifically, the relative weight each task contributes to the overall satisfaction index. The results of those calculations are used to predict overall satisfaction based on a weighted sum of the tasks, which constitutes the overall index.
- Ease of navigating
- Range of services
- Speed of loading
- Clarity of information
- Appearance of the website/app
Key Dates*
- 2026 Study Fielding Begins: November 2025
- 2026 Final Results: February 18, 2026
- 2026 Press Release: February 19, 2026
(*Subject to change; updated 07/08/2025)
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, a customized, client-commissioned report that highlights this above-average performance. Learn More
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, a customized, client-commissioned report that highlights this above-average performance. Learn More
Brands Targeted to be Profiled
(Final profiled list will be available upon study publication)
- AEP
- Alabama Power
- Ameren
- American Water
- APS
- Aqua
- Atmos Energy
- Avangrid
- CenterPoint Energy
- City of Chicago
- Con Edison
- Consumers Energy
- Dominion
- DTE Energy
- Duke Energy
- Enbridge
- Entergy
- Evergy
- Eversource
- Exelon
- FirstEnergy
- Florida Power & Light
- Georgia Power
- L.A. Dept. of Water & Power
- National Grid
- NiSource
- NV Energy
- NYC Environmental Protection
- ONE Gas
- Pacific Gas and Electric
- PacifiCorp
- Piedmont Natural Gas
- PPL Electric Utilities
- PSE&G
- PSEG Long Island
- Puget Sound Energy
- San Diego Gas & Electric
- Southern California Edison
- Southern California Gas Company
- Southern Company Gas
- Southwest Gas
- Spire
- SRP
- Washington Gas
- WEC Energy Group
- Xcel Energy
(Final profiled list will be available upon study publication)
- AEP
- Alabama Power
- Ameren
- American Water
- APS
- Aqua
- Atmos Energy
- Avangrid
- CenterPoint Energy
- City of Chicago
- Con Edison
- Consumers Energy
- Dominion
- DTE Energy
- Duke Energy
- Enbridge
- Entergy
- Evergy
- Eversource
- Exelon
- FirstEnergy
- Florida Power & Light
- Georgia Power
- L.A. Dept. of Water & Power
- National Grid
- NiSource
- NV Energy
- NYC Environmental Protection
- ONE Gas
- Pacific Gas and Electric
- PacifiCorp
- Piedmont Natural Gas
- PPL Electric Utilities
- PSE&G
- PSEG Long Island
- Puget Sound Energy
- San Diego Gas & Electric
- Southern California Edison
- Southern California Gas Company
- Southern Company Gas
- Southwest Gas
- Spire
- SRP
- Washington Gas
- WEC Energy Group
- Xcel Energy
(Updated 1/2/2026)
Make decisions with confidence.
Subscribers to this study have full access to benchmark reporting, competitor analysis, and more with PowerSource.
Subscribers to this study have full access to benchmark reporting, competitor analysis, and more with PowerSource.
JD Power Solutions
Deep Dives
An enhancement to our syndicated studies that allows your company to field additional surveys using sample that is provided by your company.
Contact Us
Digital and Customer Experience
Combines data analytics, insights, and state-of-the-art technology to help transform customer experience and impact business results.
Contact Us
Customer Service Best Practices
Learn what constitutes a great experience to understand drivers of dissatisfaction and optimize service channels to deliver superior service.
Contact Us
Deep Dives
An enhancement to our syndicated studies that allows your company to field additional surveys using sample that is provided by your company.
Digital and Customer Experience
Combines data analytics, insights, and state-of-the-art technology to help transform customer experience and impact business results.
Customer Service Best Practices
Learn what constitutes a great experience to understand drivers of dissatisfaction and optimize service channels to deliver superior service.
