Trends Report

The US Utilities Customer Experience Index, 2020

How US Utilities Brands Earn Loyalty With The Quality Of Their Experience

September 28th, 2020
Ron Kapavik
Sam Karpinski, null
Sam Karpinski
With contributors:
Brian Mukasa , Harley Manning , Ben Salamin , Shayna Neuburg


Forrester’s US Customer Experience Index (CX Index™) now examines customer experience (CX) in the utilities industry. That’s important for utilities because CX quality influences how likely customers are to follow a utility’s guidance, seek its expertise, sign up for its optional services, and advocate for it. This report reveals the complete rankings of 25 utilities, which channels perform best for them, and the key drivers of great CX. Customer experience professionals can use this report to inform their ongoing improvement efforts.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.