The Annual State of the Customer Survey tests the most basic assumptions underpinning the customer strategy of energy utilities. We found that most customers believe utilities provide good customer service. Most customers value their utility over other service providers.

We also asked questions about new offerings, such as residential solar energy and electric vehicles. We explored the level of customer trust in utilities. We identified growing fault lines beneath the utility, especially with investor-owned utilities. We determined that the assumptions around reliability, equity, and ownership may be outdated. Like all fault lines, it is necessary to dig to see them. In this case, we began to ask the tough questions of consumers to get their input.

Filed Under: Customer-service, UCRC