The J.D. Power U.S. Utility Brand Appeal Index Study connects the entire brand experience journey for both gas and electric residential utilities. Utility customer touchpoint analysis reveals actions that impact the overall brand experience, including scores for reputation, execution and trust. The index applies to the U.S. electric residential utility companies and U.S. gas residential utility companies profiled in the J.D. Power U.S. Electric Utility Residential Customer Satisfaction Study and U.S. Gas Utility Residential Customer Satisfaction Study, respectively.
Press Release & Award Information: J.D. Power will issue a national press release that will highlight key findings and trends from the study(ies) and includes top-to-bottom rankings of the brands in the study that meet J.D. Power’s predetermined research criteria. The brand(s) that ranks highest in each of the segments profiled 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.
Key Dates*
Electric Utilities:
Gas Utilities:
*Subject to change
Brands Targeted to be Profiled (Final profiled list will be available upon study publication)
U.S. Electric Utility Residential:
Cooperatives
East Region
Midwest Region
South Region
West Region
U.S. Gas Utility Residential:
East Region
Midwest Region
South Region
West Region
(Updated 04/19/2024)
The J.D. Power U.S. Electric Utility Business Customer Satisfaction Study measures business 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*
*Subject to change
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.
Brands Targeted to be Profiled (Final profiled list will be available upon study publication)
East Region
Large
Midsize
Midwest Region
Large
Midsize
South Region
Large
Midsize
West Region
Large
Midsize
(Updated 02/10/2024)
The J.D. Power U.S. Electric Utility Residential Customer Satisfaction Study measures residential customer satisfaction with cooperatives, 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*
*Subject to change
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.
Brands Targeted to be Profiled (Final profiled list will be available upon study publication)
Cooperatives
East Region
Large
Midsize
Midwest Region
Large
Midsize
South Region
Large
Midsize
West Region
Large
Midsize
(Updated 01/05/2024)
The J.D. Power U.S. 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 Contact; Price; and Communications.
Key Dates*
*Subject to change
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.
Brands Targeted to be Profiled (Final profiled list will be available upon study publication)
East Region
Midwest Region
South Region
West Region
(Updated 01/11/2024)
The J.D. Power U.S. 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 Care; and Safety & Reliability.
Key Dates*
*Subject to change
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.
Brands Targeted to be Profiled (Final profiled list will be available upon study publication)
East Region
Large
Midsize
Midwest Region
Large
Midsize
South Region
Large
Midsize
West Region
Large
Midsize
(Updated 01/11/2024)
The J.D. Power U.S. Sustainability Index evaluates electric utility customer awareness, support, engagement and advocacy for their local utility’s climate sustainability programs and goals. The index applies to the 35 largest U.S. electric utility companies and cities, each serving 500,000 or more residential customers.
Key Dates*
*Subject to change
Brands Targeted to be Profiled (Final profiled list will be available upon study publication)
(Updated 01/04/2024)
The J.D. Power U.S. 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.
Key Dates*
*Subject to change
Press Release & Award Information: J.D. Power will issue a national press release that will highlight key findings and trends from the study.
Brands Targeted to be Profiled (Final list available upon study publish)
(Updated 01/11/2024)
The J.D. Power U.S. 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*
*Subject to change
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.
Brands Targeted to be Profiled (Final profiled list will be available upon study publication)
Midwest Region
Large
Midsize
Northeast Region
Large
Midsize
South Region
Large
Midsize
West Region
Large
Midsize
(Updated 01/04/2024)
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