TROY, Mich.–(BUSINESS WIRE)–This year, the average monthly residential electric bill reached $182 nationally, the highest amount ever recorded by J.D. Power—and customers aren’t happy. According to the J.D. Power 2024 U.S. Electric Utility Residential Customer Satisfaction Study,SM released today, overall satisfaction has declined for a fourth consecutive year to 707 (on a 1,000-point scale), with the biggest decline occurring in billing and payment (-11 points) and customer care (-11).
“A notable 39% of study respondents indicated they are worse off financially this year compared with 2023 and, as electric utility costs continue to rise, proactive communication can help mitigate satisfaction declines,” said Mark Spalinger, director of utility intelligence at J.D. Power. “Outage text alerts, emailing infrastructure updates and proactively communicating ways to save are a few great ways to help ease the effects of rising bills and show customers that their money goes beyond paying for only usage. Additionally, these communication topics tend to generate increased customer satisfaction.”
Study Results
The following utilities rank highest in customer satisfaction in their respective region:
- East Large Segment: PSE&G (for a third consecutive year)
- East Midsize Segment: Delmarva Power (for a third consecutive year) and Penn Power in a tie
- Midwest Large Segment: MidAmerican Energy (for a third consecutive year)
- Midwest Midsize Segment: Omaha Public Power District
- South Large Segment: Georgia Power (for a third consecutive year)
- South Midsize Segment: EPB (for a ninth consecutive year)
- West Large Segment: SRP (for a 23rd consecutive year)
- West Midsize Segment: Anaheim Public Utilities
- Cooperatives Segment: Sawnee EMC
To see the rank charts for each region, visit http://www.jdpower.com/pr-id/2024165.
The 2024 U.S. Electric Utility Residential Customer Satisfaction Study is based on responses from 107,175 online interviews conducted from January through November 2024 among residential customers of the 151 largest electric utility brands in the United States, which represents more than 105 million households.
For more information about the U.S. Electric Utility Residential Customer Satisfaction Study, visit https://www.jdpower.com/business/resource/electric-utility-residential-customer-satisfaction-study.
About J.D. Power
J.D. Power is a global leader in consumer insights, advisory services, and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, J.D. Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 55 years. The world’s leading businesses across major industries rely on J.D. Power to guide their customer-facing strategies.
J.D. Power has offices in North America, Europe, and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The J.D. Power auto-shopping tool can be found at JDPower.com.
About J.D. Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info
Contacts
Media Relations Contacts
Geno Effler, J.D. Power; West Coast; 714-621-6224; media.relations@jdpa.comJohn Roderick; East Coast; 631-584-2200; john@jroderick.com
