Customer Satisfaction With Energy Utilities Dips Slightly as Expectations Rise, ACSI Data Show
Energy utility providers across the United States are navigating a rapidly evolving landscape marked by rising customer expectations, shifting economic pressures, and the accelerating transformation of the energy sector. The latest findings from the American Customer Satisfaction Index (ACSI®) Energy Utilities Study 2026 indicate that while utilities continue to maintain relatively strong satisfaction ratings overall, customer sentiment has softened slightly as concerns around affordability and value grow more prominent.
According to the study, overall customer satisfaction with energy utilities declined modestly by 1% compared with the previous year, reaching a score of 73 on the ACSI’s 0-to-100 scale. Although the decline is relatively small, it reflects the increasing challenges utilities face as they balance the need for major infrastructure investments, cybersecurity protection, and the ongoing transition toward cleaner energy systems—while still meeting customers’ expectations for reliability and cost stability.
The ACSI report highlights that most major categories of energy utilities experienced a similar slight dip in satisfaction scores. Electric investor-owned utilities saw their average satisfaction rating decrease by 1% to 72. Gas investor-owned utilities also slipped by 1%, reaching a score of 74. Municipal utilities likewise recorded a 1% decline, settling at a score of 74.
Cooperative utilities were the exception to the trend. Customer satisfaction among cooperatives rebounded slightly, increasing by 1% to an ACSI score of 77. The improvement suggests that member-owned utility structures, which often emphasize local governance and community engagement, may be resonating positively with customers even as broader industry pressures mount.
Affordability Concerns Rise to the Surface
While the overall decline in satisfaction scores is modest, the study reveals deeper shifts in customer perceptions—particularly regarding affordability. The report indicates that rising energy costs are becoming a key source of frustration among residential customers.
Interestingly, traditional price and value metrics within the ACSI framework have remained relatively stable, suggesting that the dissatisfaction may not yet be fully reflected in conventional satisfaction indicators. Instead, the pressure is increasingly visible through higher complaint rates and qualitative customer feedback.
Industry analysts say this discrepancy suggests that the lived experience of rising energy costs—especially during periods of high electricity demand or volatile fuel prices—may be influencing customer sentiment more strongly than survey scores alone reveal.
Forrest Morgeson, Associate Professor of Marketing at Michigan State University and Director of Research Emeritus at ACSI, explained that affordability concerns are becoming more apparent through the way customers communicate their experiences.
“The cost story in this data isn’t showing up where you’d expect,” Morgeson said. “It’s emerging in complaints and in what customers are telling us in their own words.”
He added that while digital services—such as mobile apps and online portals—continue to perform well in satisfaction metrics, these features are no longer differentiators for utilities.
“Digital touchpoints like mobile apps and websites continue to perform well, but those have become baseline expectations,” Morgeson noted. “The real signal is that pressure is building around affordability and perceived value, and utilities will need to address that head-on.”
Customer Expectations Continue to Climb
The study also indicates that rising expectations among energy consumers are playing a major role in shaping satisfaction outcomes. Customers now expect utilities not only to provide reliable and affordable energy but also to deliver modern digital experiences, clear communication during outages, and effective programs that help households manage energy use.
One area receiving increased attention is energy efficiency programs. Many utilities offer incentives, rebates, and advisory services designed to encourage energy conservation and reduce overall consumption. However, the study found that participation in these programs does not always translate into higher satisfaction scores.
This finding suggests that some customers may perceive these initiatives as complicated or insufficient relative to the savings they expect to achieve. The gap between expectations and perceived benefits may therefore influence overall satisfaction with utility services.
Regional Insights Offer Greater Context
For the second consecutive year, the ACSI Energy Utilities Study provides a more detailed breakdown of residential customer satisfaction through regional comparisons. This approach allows utilities to benchmark their performance against peers operating under similar geographic, regulatory, and economic conditions.
Regional trends reveal notable differences in customer satisfaction levels across the United States.
The South recorded the highest satisfaction levels for electric service among investor-owned utilities, with a regional score of 75. The region also tied with the Midwest for the highest satisfaction levels in gas service, each scoring 76.
The West lagged behind other regions, reporting scores of 71 for both electric and gas service. Analysts attribute the lower ratings partly to ongoing challenges in the region, including wildfire-related risks, infrastructure upgrades, and higher electricity rates associated with grid resilience investments.
Top Electric Utility Performers
At the national level, NextEra Energy leads among electric investor-owned utilities, despite experiencing a 3% decline in its satisfaction score to 76. The company remains a prominent player in the U.S. electricity market and continues to rank highly in customer satisfaction despite the slight decrease.
Five companies share second place with a score of 75. These include Ameren, which declined by 1%; Duke Energy, which maintained its score; Public Service Enterprise Group, which dipped by 1%; Sempra, which improved by 4%; and Southern Company, which remained unchanged.
Among electric service providers nationally, Sempra recorded the most significant improvement, demonstrating strong gains in customer perceptions compared with the previous year.
Gas Utility Leaders
In the gas investor-owned utility category, Atmos Energy emerged as the top performer with an ACSI score of 80, reflecting a 4% increase from the previous year.
Three companies tied for second place with scores of 77: CenterPoint Energy, which improved by 1%; Sempra, which rose by 3%; and Southern Company, which maintained its rating.
The study also highlighted DTE Energy as the largest gainer in gas service satisfaction. The company recorded a 6% improvement, reaching a score of 76.
Regional Utility Leaders
The regional breakdown of electric service providers revealed several standout performers across different parts of the country.
In the Northeast, Public Service Electric & Gas Company led the region with a score of 77, despite a slight 1% decline.
The Midwest saw MidAmerican Energy Company achieve the highest score among electric providers, jumping 7% to reach 80—one of the most notable improvements in the report.
In the South, both Duke Energy and Florida Power & Light Company tied for the top regional position with scores of 76, though Florida Power & Light experienced a 3% decline.
The West region was led by Avista, which posted a score of 79 after a slight 1% decrease.
Gas Service Regional Leaders
In the gas utility segment, regional leaders also demonstrated strong customer satisfaction levels.
In the Northeast, National Fuel Gas Distribution Company achieved the highest score at 79 after a 1% increase.
The Midwest was again led by MidAmerican Energy Company, which posted a score of 79 following a 1% improvement.
In the South, Atmos Energy maintained its leadership position with a score of 80.
Meanwhile, Avista, appearing in the Index for the first time in the West region’s gas category, recorded a score of 81—the highest regional utility score reported in the study this year.
Municipal Utilities Continue Strong Performance
Municipal utilities also demonstrated strong customer satisfaction levels, continuing a long-standing trend in which locally owned utilities perform well in customer surveys.
The Salt River Project once again ranked as the top municipal utility, earning an ACSI score of 80.
Close behind was CPS Energy, which recorded one of the largest improvements among municipal providers. Its satisfaction score increased by 7% to reach 79.
A Sector Facing Increasing Complexity
The 2026 ACSI Energy Utilities Study underscores the growing complexity facing energy providers as they attempt to balance operational reliability, regulatory compliance, and long-term sustainability goals.
Utilities are simultaneously investing billions of dollars in grid modernization, renewable energy integration, cybersecurity protections, and climate resilience measures. These investments are essential for the long-term stability of the energy system, but they often place upward pressure on customer bills.
At the same time, consumers expect faster service responses, better digital tools, and greater transparency in how utilities manage energy costs and environmental responsibilities.
As customer expectations continue to evolve, the ACSI report suggests that utilities will need to focus increasingly on addressing affordability concerns and clearly communicating the value of their services.
Even though overall satisfaction remains relatively strong compared with many other industries, the slight decline in scores indicates that utilities must remain attentive to shifting customer priorities as the energy sector enters a new era of transformation.
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