Trends Report

The US Utilities Customer Experience Index, 2021

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

January 12th, 2022
Rick Parrish, Vice President, Research Director
Rick Parrish Vice President, Research Director
RK
Ron Kapavik
With contributors:
Keith Johnston , Harley Manning , Sam Karpinski , Daniel Portillo , Shayna Neuburg

Summary

A utility’s customer experience (CX) quality influences customer behaviors that affect the company’s success, like how willing customers are to comply with the utility’s directives. This report answers the question, “Which utilities provide the best CX, and how are they improving the quality of their experiences?” We reveal the complete rankings of the 25 utilities that we analyzed as part of the US Customer Experience Index (CX Index™) in 2021. Customer experience professionals can use this report to inform their ongoing improvement efforts.

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