Customer Satisfaction With Energy Utilities Dips

Customer satisfaction with the energy utilities sector has taken a hit, dropping 1.5% to a score of 72.1 (on a scale of 0 to 100), according to the American Customer Satisfaction Index Energy Utilities Report 2019-2020. This is the second straight year customer satisfaction with energy utilities has faltered.

“If there was ever a sign that the energy utilities sector needed to modernize the grids, 2019 was it,” said David VanAmburg, managing director at the American Customer Satisfaction Index. “This past year was marked by one natural disaster after another, and grids remain under constant pressure from cyberattacks. At the same time, consumers want cleaner energy, smarter technology, and energy-saving practices. While utility companies have a long way to go, there’s at least a path forward to meet customer needs and deliver the experience customers want and expect.”

Natural gas faltered once again, down 3% to an Index score of 76, while electric service also dipped, dropping 1% to a score of 71. Similar to a year ago, the decline in satisfaction is widespread, with most individual utility companies experiencing flat or lower customer satisfaction scores.

The Index results comprise three categories of energy utilities: investor-owned, municipal, and cooperative. Cooperative utilities hold the highest customer satisfaction among the three groups despite plunging 2.7% to 73. Investor-owned utilities and municipal utilities also fell, each dipping 1.4% to tie at 72.

The American Customer Satisfaction Index Energy Utilities Report 2019-2020 is based on interviews with 26,901 residential customers.
The full report can be downloaded at

SOURCE: The Weekly Propane Newsletter, March 26, 2020. Subscribe to receive the latest posted and spot prices from all major terminals and refineries around the U.S., featuring a center spread of posted prices that includes hundreds of postings completely updated each week, market analysis, insightful commentary and more.)