Trends Report

The US Utilities Customer Experience Index Rankings, 2023

How Utilities Firms Drive Success With The Quality Of Their Experience

January 22nd, 2024
With contributors:
Rick Parrish , Pete Jacques , Daniel Portillo , Emanuella Santos , Shayna Neuburg


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 2023. CX professionals can use this report to inform their ongoing improvement efforts.

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