Trends Report

The US Utilities Customer Experience Index Rankings, 2022

How Utilities Drive Success With The Quality Of Their Experience

February 14th, 2023
Su Doyle, Senior Analyst
Su Doyle Senior Analyst
With contributors:
Rick Parrish , Pete Jacques , Niraj Patel , Daniel Portillo , Ananya Suresh , 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 2022. CX professionals can use this report to inform their ongoing improvement efforts.

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