Between increasing demand, the need for infrastructure improvements, cybersecurity threats, sifting through clean energy options, and the desire to provide affordable rates for customers, energy utility companies have a lot on their plates. Yet, despite being pulled in so many different directions, the industry has managed to minimize the cost to customer satisfaction.

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Some energy utilities are seeing encouraging results through AI adoption in predictive maintenance and energy forecasting, enabling them to maintain stronger service reliability and customer satisfaction.

According to the American Customer Satisfaction Index (ACSI) Energy Utilities Study 2025, residential customer satisfaction slips 1% to an ACSI score of 74 (out of 100). However, the study reveals a more nuanced picture of energy utility performance.

“Some energy utilities are seeing encouraging results through AI adoption in predictive maintenance and energy forecasting, enabling them to maintain stronger service reliability and customer satisfaction,” says Forrest Morgeson, Associate Professor of Marketing at Michigan State University and Director of Research Emeritus at the ACSI. “Yet, while operational efficiency advances, customer-facing environmental initiatives have experienced a noticeable decline. This presents a potential opportunity for utilities to explore how emerging technologies and sustainability programs might intersect to meet changing customer expectations.”

Of the three energy utilities categories measured, utility cooperatives lead the way despite sliding 3% to 76. Municipalities (75), and investor-owned (74) utilities follow suit, both unchanged year over year.

Salt River Project outshines competition, while Entergy makes the biggest jump

Salt River Project takes the top spot overall with an ACSI score of 81 — 9% higher than the industry average. The company receives glowing marks for the courtesy and helpfulness of staff, supporting green programs that impact the environment, local community involvement, and providing customers with information on energy saving ideas.

Five energy utilities share second place at 77, including last year’s leader Atmos Energy, which slides 4% year over year. The remaining four are Ameren (up 3%), NextEra Energy (unchanged), ONE Gas (Index debut), and Public Service Enterprise Group (up 4%).

WEC Energy Group and NiSource each improve 3% to 76 and 75, respectively. Entergy also improves, rising 10% to an ACSI score of 74. The utility has effectively utilized AI to help deliver efficient, high-quality services to its customers.

Along with Atmos Energy, six utilities decline 3% or more: Duke Energy (down 3% to 75), Berkshire Hathaway Energy (down 4% to 74), National Grid (down 3% to 73), Los Angeles Department of Water and Power (down 3% to 71), Edison International’s Southern California Edison (down 3% to 69), and PG&E, which falls into last place after dropping 8% to 66. Despite this slide, PG&E’s score remains higher than it had been from 2020-2023.

Energy utilities satisfaction reported by region for first time

This study now includes customer satisfaction benchmarks divided into four regions of the United States: Northeast, Midwest, South, and West. The regional rankings focus on the operating energy utility brands.

There is a 12-point spread in the scores for utilities operating in the Northeast region. Eight Northeast utilities score above the industry average of 74 and six fall below it. UGI Utilities, a natural gas and electric utility headquartered in Denver, Pennsylvania, leads the region with an ACSI score of 80. It has among the lowest complaint rates in the industry.

In the Midwest region, there is a 10-point difference between the highest- and lowest-scoring utilities. Eighteen Midwest utilities outperform the industry average while only four fall below average. Spire, a natural gas company headquartered in St. Louis, Missouri, and Wisconsin Public Service, a provider of electricity and natural gas headquartered in Green Bay, Wisconsin, both share the top spot with an ACSI score of 80. The former stands out for its very low customer complaint percentage, while the latter has a particularly impressive service reliability score and strong performance in complaint handling. Wisconsin Public Service also receives a high mark in website satisfaction.

In the South region, there is a 14-point difference between the highest- and lowest-scoring utilities. Nine utilities surpass the industry average while six underperform relative to the industry and five match the average. Louisville Gas and Electric Company (LG&E) leads the way with an ACSI score of 80. LG&E receives high marks for call center satisfaction and courtesy and helpfulness of staff.

There is a 15-point spread from top to bottom among utilities in the West region, the largest disparity across the regions. Six utilities surpass the industry average while five fall below. Salt River Project, headquartered in Tempe, Arizona, sets the tone in the region. The utility’s dedication to community initiatives, scholarships for teachers and students, and energy-saving programs and rebates have helped it foster strong community relationships. Salt River Project also matches Wisconsin Public Service from the Midwest for excellence in service reliability

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Source – Businesswire