Customer Satisfaction with Electric Utilities Declines Due to Increased Monthly Bills, J.D. Power Finds

Overall residential electric utility satisfaction drops as more customers are experiencing higher monthly bills and feeling worse off financially, according to the J.D. Power 2022 Electric Utility Residential Customer Satisfaction Study,^SM released today. Specifically, overall satisfaction is 731 (on a 1,000-point scale), a decrease from 748 in 2021.

“Overall satisfaction is lower primarily because of a big drop in price satisfaction nationally,” said John Hazen, managing director of utility intelligence at J.D. Power. “Utilities need to be sensitive to the financial challenges that some customers are experiencing. Increasing communications regarding assistance programs that may be available, along with energy efficiency programs, can increase overall satisfaction by as much as 72 points.”

Study Results

The following utilities rank highest in customer satisfaction in their respective region:

• East Large Segment: PSE&G
• East Midsize Segment: Delmarva Power
• Midwest Large Segment: MidAmerican Energy
• Midwest Midsize Segment: Kentucky Utilities (for a seventh consecutive year)
• South Large Segment: Georgia Power
• South Midsize Segment: EPB (for a seventh consecutive year)
• West Large Segment: SRP (for a 21^st consecutive year)
• West Midsize Segment: Clark Public Utilities (for a 15^th consecutive year)
• Cooperatives Segment: Sawnee EMC

See the rank charts for each region at http://www.jdpower.com/pr-id/2022184.

The 2022 Electric Utility Residential Customer Satisfaction Study is based on responses from 102,879 online interviews conducted from January 2022 through November 2022 among residential customers of the 145 largest electric utility brands across the United States, which represent more than 105 million households.

For more information about the Electric Utility Residential Customer Satisfaction Study, visit https://www.jdpower.com/business/resource/electric-utility-residential-customer-satisfaction-study.

About J.D. Power

J.D. Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, J.D. Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world's leading businesses across major industries rely on J.D. Power to guide their customer-facing strategies.

J.D. Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The J.D. Power auto shopping tool can be found at JDPower.com.

About J.D. Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info

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