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UTILITIES INTELLIGENCE

Syndicated Research Dates and Details

Select the study name below for fielding, publish and press release dates as well as award information, if applicable. This page will be updated as dates and additional study details, including profiled brands, are finalized. We recommend that you bookmark this page and check back for the latest information.

The J.D. Power Utility Digital Experience Study (UDES) provides an analysis of customer perceptions of your company’s digital presence, including the correlation between website and mobile app engagement and user experience. Additionally, it provides a best practice review of your assisted digital channels.

Key Dates

  • 2021 Fielding Begins: November 2020
  • 2021 Publish: February 23, 2021
  • 2021 Press release: February 24, 2021

Press Release & Award Information: J.D. Power will issue a national press release that will highlight key findings and trends from the study.

2021 Brands Profiled 

  • AEP
  • Alabama Power
  • Ameren
  • American Water
  • Atmos Energy
  • Avangrid
  • CenterPoint Energy
  • Con Edison
  • City of Chicago
  • Con Edison
  • Consumers Energy
  • Dominion Energy
  • DTE Energy
  • Duke Energy
  • Entergy
  • Evergy
  • Eversource
  • Exelon
  • FirstEnergy
  • Florida Power & Light
  • Georgia Power
  • L.A. Dept. of Water & Power
  • National Grid
  • NiSource
  • NYC Environmental Protection
  • ONE Gas
  • Pacific Gas and Electric
  • PacifiCorp
  • PPL Electric Utilities
  • PSE&G
  • San Diego Gas & Electric
  • Southern California Edison
  • Southern California Gas Company
  • Southern Company Gas
  • Southwest Gas
  • Spire
  • WEC Energy Group
  • Xcel Energy

(Updated 11/9/20)

The J.D. Power Water Utility Residential Customer Satisfaction Study measures satisfaction with large and midsize water utility companies in four U.S. regions: Northeast, Midwest, South and West. The study examines satisfaction across six factors: Quality & Reliability; Price; Billing & Payment; Conservation; Communications; and Customer Service.

Key Dates

  • 2021 Fielding Begins: June 2020
  • 2021 Wave 1 Publish: August 2020
  • 2021 Wave 2 Publish: November 2020
  • 2021 Wave 3 Publish: February 2021
  • 2021 Wave 4 Publish (Final): May 4, 2021
  • 2021 Press release: May 5, 2021

Press Release & Award Information: J.D. Power will issue a national press release that will highlight key findings and trends from the study and include top-to-bottom customer satisfaction ranking for the water utility brands evaluated in the study. The water utility that ranks highest in each segment and meets predetermined award criteria will have the opportunity to leverage their award publicly through the J.D. Power award licensing program, which requires subscribing to the study as a prerequisite.

2021 Brands Targeted to be Profiled (final profiled list will be available upon study publication)

Midwest Region

Large

  • Citizens Energy Group
  • City of Chicago
  • City of Cleveland
  • City of Columbus
  • Detroit Water and Sewerage Dept
  • Greater Cincinnati Water Works
  • Illinois American Water
  • Indiana American Water
  • Louisville Water
  • Missouri American Water

Midsize

  • Aqua
  • City of Minneapolis
  • KC Water
  • Metropolitan Utilities District (Omaha)
  • Milwaukee Water Works 

Northeast Region

Large

  • Aqua
  • City of Baltimore
  • New Jersey American Water
  • NYC Environmental Protection
  • Pennsylvania American Water
  • Philadelphia Water Department
  • Suez
  • Suffolk County
  • WSSC

Midsize

  • Aquarion Water Company
  • Boston Water and Sewer Commission
  • DC Water
  • Erie County Water Authority
  • Monroe County Water Authority
  • PGH2O
  • Regional Water Authority (Connecticut)

South Region

Large

  • Austin Water
  • Charlotte Water
  • City of Dallas
  • City of Fort Worth
  • City of Houston
  • DeKalb County
  • Fairfax Water
  • Gwinnett County
  • JEA
  • Metro Water Services (Nashville)
  • Miami-Dade County
  • MLGW
  • San Antonio Water System

Midsize

  • Aqua
  • Baton Rouge Water Company
  • Birmingham Water Works
  • City of Atlanta
  • City of Newport News
  • City of Oklahoma City
  • City of Raleigh
  • City of Tampa
  • City of Virginia Beach
  • Cobb County Water System
  • El Paso Water
  • Fulton County Water & Sewer
  • Hillsborough County
  • Jefferson Parish
  • Manatee County
  • Orange County Utilities
  • OUC
  • Palm Beach County
  • Pinellas County Utilities
  • Tulsa Water
  • WaterOne

West Region

Large

  • California American Water
  • California Water Service
  • City of Phoenix
  • City of San Diego
  • Denver Water
  • East Bay Municipal Utility District
  • Golden State Water Company
  • L. A. Dept. of Water & Power
  • Las Vegas Valley Water District
  • San Jose Water
  • Seattle Public Utilities
  • SFPUC

Midsize

  • Board of Water Supply (Honolulu)
  • City of Aurora
  • City of Fresno
  • City of Sacramento
  • Colorado Springs Utilities
  • Eastern Municipal Water District
  • Irvine Ranch Water District
  • Long Beach Water Dept
  • Mesa Water Resources
  • Portland Water Bureau
  • San Gabriel Valley Water Company
  • Tucson Water
  • Water Utility Authority (Albuquerque)

(Updated 7/31/20)

The J.D. Power Gas Utility Residential Customer Satisfaction Study measures residential customers’ satisfaction with large and midsize gas utilities in four U.S. geographic regions: East, Midwest, South and West. The study examines satisfaction across six factors: Billing and Payment; Corporate Citizenship; Price; Communications; Customer Service; and Safety & Reliability.

Key Dates

2020

  • 2020 Fielding Begins: September 19, 2019
  • 2020 Wave 1 Publish: December 3, 2019
  • 2020 Wave 2 Publish: February 25, 2020
  • 2020 Wave 3 Publish: May 26, 2020
  • 2020 Wave 4 Publish (Final): September 1, 2020
  • 2020 Press release: September 2, 2020

Volume 2

  • 2020 Wave 5 Publish: December 1, 2020

2021

  • 2021 Fielding Begins: January 2021
  • 2021 Wave 1 Publish: March 16, 2021
  • 2021 Wave 2 Publish: June 8, 2021
  • 2021 Wave 3 Publish: Sept. 7, 2021
  • 2021 Wave 4 Publish (Final): November 30, 2021
  • 2021 Press release: December 1, 2021

Press Release & Award Information: J.D. Power will issue a national press release that will highlight key findings and trends from the study and include top-to-bottom customer satisfaction ranking for the brands evaluated in the study. The brand that ranks highest in each segment and meets predetermined award criteria will have the opportunity to leverage their award publicly through the J.D. Power award licensing program, which requires subscribing to the study as a prerequisite.

2020 Brands Targeted to be Profiled (final profiled list will be available upon study publication)

East Region

Large

  • BGE
  • Con Edison
  • Eversource
  • National Fuel Gas
  • National Grid
  • New Jersey Natural Gas
  • PECO
  • Peoples
  • Philadelphia Gas Works
  • PSE&G
  • UGI
  • Washington Gas

Midsize

  • Columbia Gas of Massachusetts
  • Columbia Gas of Pennsylvania
  • Connecticut Natural Gas
  • Elizabethtown Gas
  • Liberty Utilities
  • NYSEG
  • Rochester Gas & Electric
  • South Jersey Gas
  • Southern Connecticut Gas

Midwest Region

Large

  • Ameren Illinois
  • Black Hills Energy
  • CenterPoint Energy
  • Columbia Gas of Ohio
  • Consumers Energy
  • Dominion Energy Ohio
  • DTE Energy
  • Duke Energy
  • Kansas Gas Service
  • MidAmerican Energy
  • Nicor Gas
  • NIPSCO
  • Peoples Gas
  • Spire
  • Vectren
  • We Energies
  • Xcel Energy

Midsize

  • Alliant Energy
  • Atmos Energy
  • Citizens Energy Group
  • Louisville Gas & Electric
  • Madison Gas & Electric
  • Metropolitan Utilities District
  • Michigan Gas Utilities
  • Minnesota Energy Resources
  • North Shore Gas
  • SEMCO Energy Gas Company
  • Wisconsin Public Service

South Region

Large

  • Atmos Energy
  • CenterPoint Energy
  • Dominion Energy
  • Oklahoma Natural Gas
  • Piedmont Natural Gas
  • Spire
  • Texas Gas Service

Midsize

  • Black Hills Energy
  • Columbia Gas of Virginia
  • CPS Energy
  • MLGW
  • Mountaineer Gas Company
  • TECO Peoples Gas
  • Virginia Natural Gas

West Region

Large

  • Dominion Energy
  • New Mexico Gas Company
  • NW Natural
  • Pacific Gas and Electric
  • Puget Sound Energy
  • San Diego Gas & Electric
  • Southern California Gas Company
  • Southwest Gas
  • Xcel Energy

Midsize

  • Avista
  • Black Hills Energy
  • Cascade Natural Gas
  • Colorado Springs Utilities
  • ENSTAR
  • Intermountain Gas Company
  • Long Beach Gas & Oil
  • Montana-Dakota Utilities
  • NorthWestern Energy
  • NV Energy
  • UniSource Energy Services

(Updated 9/11/20)

The J.D. Power Gas Utility Business Customer Satisfaction Study measures business customers’ satisfaction with their gas utilities in four U.S. geographic regions: East, Midwest, South and West. The study examines satisfaction across six factors: Safety and Reliability; Billing and Payment; Corporate Citizenship; Customer Service; Price; and Communications.

Key Dates

2020

  • 2020 Fielding Begins: January 13, 2020
  • 2020 Wave 1 Publish: June 16, 2020
  • 2020 Wave 2 Publish (Final): October 20, 2020
  • 2020 Press release: October 21, 2020

2021

  • 2021 Fielding Begins: January 2021
  • 2021 Wave 1 Publish: June 15, 2021
  • 2021 Wave 2 Publish (Final): October 19, 2021
  • 2021 Press release: October 20, 2021

Press Release & Award Information: J.D. Power will issue a national press release that will highlight key findings and trends from the study and include top-to-bottom customer satisfaction ranking for the brands evaluated in the study. The brand that ranks highest in each segment and meets predetermined award criteria will have the opportunity to leverage their award publicly through the J.D. Power award licensing program, which requires subscribing to the study as a prerequisite.

2020 Brands Targeted to be Profiled (final profiled list will be available upon study publication)

East Region

  • BGE
  • Columbia Gas of Massachusetts
  • Columbia Gas of Pennsylvania
  • Con Edison
  • Eversource
  • National Fuel Gas
  • National Grid
  • New Jersey Natural Gas
  • NYSEG
  • PECO
  • Peoples
  • Philadelphia Gas Works
  • PSE&G
  • UGI
  • Washington Gas

Midwest Region

  • Alliant Energy
  • Ameren Illinois
  • Atmos Energy
  • Black Hills Energy
  • CenterPoint Energy
  • Columbia Gas of Ohio
  • Consumers Energy
  • Dominion Energy Ohio
  • DTE Energy
  • Duke Energy
  • Kansas Gas Service
  • Louisville Gas & Electric
  • MidAmerican Energy
  • Nicor Gas
  • NIPSCO
  • Peoples Gas
  • SEMCO Energy Gas Company
  • Spire
  • Vectren
  • We Energies
  • Wisconsin Public Service
  • Xcel Energy

South Region

  • Atmos Energy
  • CenterPoint Energy
  • Dominion Energy
  • Oklahoma Natural Gas
  • Piedmont Natural Gas
  • Spire
  • TECO Peoples Gas
  • Texas Gas Service

West Region

  • Avista
  • Black Hills Energy
  • Cascade Natural Gas
  • Dominion Energy
  • Intermountain Gas Company
  • Montana‐Dakota Utilities
  • New Mexico Gas Company
  • NorthWestern Energy
  • NW Natural
  • Pacific Gas and Electric
  • Puget Sound Energy
  • San Diego Gas & Electric
  • Southern California Gas Company
  • Southwest Gas
  • Xcel Energy

(Updated 9/11/20)

The J.D. Power Electric Utility Business Customer Satisfaction Study measures business utility customers’ satisfaction with large and midsize electric utility companies across four U.S. geographic regions: East, Midwest, South and West. The study examines satisfaction across six factors: Power Quality and Reliability; Billing and Payment; Price; Communications; Corporate Citizenship; and Customer Contact.

Key Dates

2020

  • 2020 Fielding Begins: February 10, 2020
  • 2020 Wave 1 Publish: July 14, 2020
  • 2020 Wave 2 Publish (Final): November 17, 2020
  • 2020 Press release: November 18, 2020

2021

  • 2021 Fielding Begins: February 2021
  • 2021 Wave 1 Publish: July 13, 2021
  • 2021 Wave 2 Publish (Final): November 16, 2021
  • 2021 Press release: November 17, 2021

Press Release & Award Information: J.D. Power will issue a national press release that will highlight key findings and trends from the study and include top-to-bottom customer satisfaction ranking for the brands evaluated in the study. The brand that ranks highest in each segment and meets predetermined award criteria will have the opportunity to leverage their award publicly through the J.D. Power award licensing program, which requires subscribing to the study as a prerequisite.

2020 Brands Targeted to be Profiled (final profiled list will be available upon study publication)

East Region

Large

  • Appalachian Power
  • BGE
  • Con Edison
  • Eversource
  • Jersey Central Power & Light
  • National Grid
  • NYSEG
  • PECO
  • PPL Electric Utilities
  • PSE&G
  • PSEG Long Island
  • West Penn Power

Midsize

  • Atlantic City Electric
  • Central Hudson Gas & Electric
  • Central Maine Power
  • Delmarva Power
  • Duquesne Light
  • Green Mountain Power
  • Met‐Ed
  • Mon Power
  • Penelec
  • Pepco
  • Potomac Edison

Midwest Region

Large

  • AEP Ohio
  • Alliant Energy
  • Ameren Illinois
  • Ameren Missouri
  • ComEd
  • Consumers Energy
  • DTE Energy
  • Duke Energy
  • Evergy
  • MidAmerican Energy
  • Ohio Edison
  • We Energies
  • Xcel Energy

Midsize

  • DP&L
  • Indiana Michigan Power
  • Indianapolis Power & Light
  • Kentucky Utilities
  • Louisville Gas & Electric
  • NIPSCO
  • Omaha Public Power District
  • The Illuminating Company
  • WPS

South Region

Large 

  • Alabama Power
  • Dominion Energy
  • Duke Energy Carolinas
  • Duke Energy Florida
  • Duke Energy Progress
  • Entergy Arkansas
  • Entergy Louisiana
  • Florida Power & Light
  • Georgia Power
  • OG&E

Midsize

  • Austin Energy
  • CPS Energy
  • Entergy Mississippi
  • Entergy Texas
  • Gulf Power
  • JEA
  • MLGW
  • NES
  • Public Service Co. of Oklahoma
  • Southwestern Electric Power
  • Tampa Electric
  • Xcel Energy

West Region

Large

  • APS
  • NV Energy
  • Pacific Gas and Electric
  • Pacific Power
  • Portland General Electric
  • Puget Sound Energy
  • Rocky Mountain Power
  • San Diego Gas & Electric
  • Southern California Edison
  • SRP
  • Xcel Energy

Midsize

  • Avista
  • El Paso Electric
  • Idaho Power
  • L.A. Dept. of Water & Power
  • NorthWestern Energy
  • PNM
  • Seattle City Light
  • SMUD

(Updated 9/11/20)

The J.D. Power Electric Utility Residential Customer Satisfaction Study measures residential customer satisfaction with large and midsize electric utility companies in four U.S. regions: East, Midwest, South and West. The study examines satisfaction across six factors: Power Quality and Reliability; Price; Billing and Payment; Communications; Corporate Citizenship; and Customer Care.

Key Dates

2020

  • 2020 Fielding Begins: January 2, 2020
  • 2020 Wave 1 Publish: March 24, 2020
  • 2020 Wave 2 Publish: June 23, 2020
  • 2020 Wave 3 Publish: September 22, 2020
  • 2020 Wave 4 Publish (Final): December 15, 2020
  • 2020 Press release: December 16 2020

2021

  • 2021 Fielding Begins: January 2021
  • 2021 Wave 1 Publish: March 23, 2021
  • 2021 Wave 2 Publish: June 22, 2021
  • 2021 Wave 3 Publish: September 21, 2021
  • 2021 Wave 4 Publish (Final): December 14, 2021
  • 2021 Press release: December 15, 2021

Press Release & Award Information: J.D. Power will issue a national press release that will highlight key findings and trends from the study and include top-to-bottom customer satisfaction ranking for the brands evaluated in the study. The brand that ranks highest in each segment and meets predetermined award criteria will have the opportunity to leverage their award publicly through the J.D. Power award licensing program, which requires subscribing to the study as a prerequisite.

2020 Brands Targeted to be Profiled (final profiled list will be available upon study publication)

Cooperatives

  • Clay Electric Cooperative
  • Cobb EMC
  • Connexus Energy
  • CoServ
  • DEMCO
  • EnergyUnited
  • Great Lakes Energy
  • GreyStone Power
  • Intermountain Rural Electric Assoc.
  • Jackson EMC
  • Lee County Electric Cooperative
  • Magic Valley Electric Cooperative
  • Middle Tennessee EMC
  • NOVEC
  • Pedernales Electric
  • Rappahannock Electric Cooperative
  • Sawnee EMC
  • SECO Energy
  • SLEMCO
  • South Central Power
  • Southern Maryland Electric Cooperative
  • Walton EMC
  • Withlacoochee River Electric Cooperative

East Region

Large

  • Appalachian Power
  • BGE
  • Central Maine Power
  • Con Edison
  • Duquesne Light
  • Eversource
  • Jersey Central Power & Light
  • Met-Ed
  • National Grid
  • NYSEG
  • PECO
  • Penelec
  • Pepco
  • PPL Electric Utilities
  • PSE&G
  • PSEG Long Island
  • West Penn Power

Midsize

  • Atlantic City Electric
  • Central Hudson Gas & Electric
  • Delmarva Power
  • Emera Maine
  • Green Mountain Power
  • Mon Power
  • Orange & Rockland
  • Penn Power
  • Potomac Edison
  • Rochester Gas & Electric
  • United Illuminating

Midwest Region

Large

  • AEP Ohio
  • Alliant Energy
  • Ameren Illinois
  • Ameren Missouri
  • ComEd
  • Consumers Energy
  • DTE Energy
  • Duke Energy-Midwest
  • Evergy
  • Indiana Michigan Power
  • MidAmerican Energy
  • Ohio Edison
  • The Illuminating Company
  • We Energies
  • Xcel Energy

Midsize

  • City Utilities of Springfield
  • Dayton Power & Light
  • Empire District Electric
  • Indianapolis Power & Light
  • Kentucky Power
  • Kentucky Utilities
  • Lincoln Electric System
  • Louisville Gas & Electric
  • Madison Gas & Electric
  • Minnesota Power
  • NIPSCO
  • Omaha Public Power District
  • Otter Tail Power Company
  • Toledo Edison
  • Vectren
  • Wisconsin Public Service

South Region

Large

  • Alabama Power
  • CPS Energy
  • Dominion Energy
  • Duke Energy Carolinas
  • Duke Energy Florida
  • Duke Energy Progress
  • Entergy Arkansas
  • Entergy Louisiana
  • Florida Power & Light
  • Georgia Power
  • OG&E
  • Tampa Electric

Midsize

  • Austin Energy
  • City of Tallahassee
  • Cleco Power
  • Entergy Mississippi
  • Entergy New Orleans
  • Entergy Texas
  • EPB
  • Gulf Power
  • Huntsville Utilities
  • JEA
  • Knoxville Utilities Board
  • Lakeland Electric
  • Mississippi Power
  • MLGW
  • NES
  • OUC
  • Public Service Co. of Oklahoma
  • Santee Cooper
  • Southwestern Electric Power
  • Xcel Energy

West Region

Large 

  • APS
  • L. A. Dept. of Water & Power
  • NV Energy
  • Pacific Gas and Electric
  • Pacific Power
  • Portland General Electric
  • Puget Sound Energy
  • Rocky Mountain Power
  • San Diego Gas & Electric
  • SMUD
  • Southern California Edison
  • SRP
  • Xcel Energy

Midsize

  • Anaheim Public Utilities
  • Avista
  • Black Hills Energy
  • Clark Public Utilities
  • Colorado Springs Utilities
  • El Paso Electric
  • Hawaiian Electric
  • Idaho Power
  • Imperial Irrigation District
  • Montana-Dakota Utilities
  • NorthWestern Energy
  • PNM
  • Seattle City Light
  • Snohomish County PUD
  • Tacoma Power
  • Tucson Electric Power

(Updated 9/11/20)

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