Residential Electric Utility Satisfaction Ranks Lowest among J.D. Power Residential Utility Studies

TROY, Mich.--(BUSINESS WIRE)--According to the J.D. Power 2025 U.S. Electric Utility Residential Customer Satisfaction Study,^SM released today, rising costs are the primary driver of declining satisfaction among residential utility customers. Overall customer satisfaction has dropped to 499 (on a 1,000-point scale), the lowest score recorded across J.D. Power residential utility studies. Average monthly residential electric utility costs have surged 34% since 2020, reaching $189 for the full year 2025—the highest annual average ever measured by J.D. Power. Notably, bill amounts in Q4 2025 climbed even higher, reaching $206.

“With energy prices now one of the top concerns for customers, utilities must be clear and proactive with customer communications,” said Mark Spalinger, director of utilities intelligence at J.D. Power. “Study data shows that customers expect their utilities to deliver reliable service, provide easy access to information and frequent updates on outages and planned restoration. When utilities streamline billing and digital self‑service, and deliver timely outage alerts, satisfaction rises even in a cost‑pressured environment.”

Study Results

The following utilities rank highest in customer satisfaction in their respective region:

• East Large Segment: PSE&G (for a fourth consecutive year)
• East Midsize Segment: Green Mountain Power
• Midwest Large Segment: MidAmerican Energy (for a fourth consecutive year)
• Midwest Midsize Segment: Otter Tail Power Company
• South Large Segment: Georgia Power (for a fourth consecutive year)
• South Midsize Segment: EPB (for a 10^th consecutive year)
• West Large Segment: SRP (for a 24^th consecutive year)
• West Midsize Segment: Clark Public Utilities
• Cooperatives Segment: Sawnee EMC (for a second consecutive year)

To view the rank charts for each region visit http://www.jdpower.com/pr-id/2025167.

The 2025 U.S. Electric Utility Residential Customer Satisfaction Study is based on responses from 127,103 online interviews conducted from January through November 2025 among residential customers of the 152 largest electric utility brands in the United States, which represents more than 109 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