Electric Utilities Inch Forward on Sustainability Awareness, Support for Clean Energy Goals, J.D. Power Finds

Just when it looked like electric utility efforts to eliminate greenhouse gas emissions, deliver 100% clean energy and support environmental initiatives were falling on deaf ears, it appears customers have started to listen. According to the 
J.D. Power 2025 Sustainability Index,^SM a steadily growing number of electric utility customers say they are aware of their provider’s carbon reduction, clean energy and environmental initiatives. While utilities still have a long way to go to reach a critical mass, recent increases in customer awareness show that many electric utilities are making significant progress.

U.S. Gas Customers are Less Satisfied- Here's Why

The 2025 U.S. Gas Utility Residential Customer Satisfaction Study has unveiled a concerning trend at the midpoint of the year: A noticeable decline in customer satisfaction. This decline spans several critical areas, including cost, safety and reliability, digital channel accessibility, problem resolution, and trust and communication. 

What can utilities do to better understand and manage customer experience pain points?

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5 Key Facts for August

From surprising trends in communications to new increases in awareness, this month’s August utilities snapshot is packed with info. Whether you're tracking trends or just curious about what’s new, these five utility facts are too good to scroll past.

How Can Utilities Recapture Public Trust?

Understanding the public’s perception of utility providers—whether local, regional, or national—is key to grasping how these companies are navigating cost pressures and operational challenges. A recent J.D. Power report sheds new light on this dynamic, offering fresh insights into how brand perception is influencing the energy sector. It’s a powerful reminder that consumer sentiment isn’t just a reflection—it’s a driver of industry change.

The J.D. Power Key Account Research Program gathers in-depth insights from large commercial, industrial and institutional customers to better understand their evolving needs, improve satisfaction and strengthen long term partnerships. Learn more about this program and experience real-world examples of the program in action at this informative webinar, featuring Kristin Bianco (American Water), Brent Craige (J.D. Power), and Ramah Vaughn (J.D. Power). Register now >>

We’re thrilled to unveil this year’s dynamic lineup of sessions designed to inspire, inform, and ignite innovation across the utility industry.

Here’s a sneak peek at what’s waiting for clients:

🔍 How AI Is Driving the Next Era of Utilities
📊 Elevating the Customer Experience Using J.D. Power Data
🤝 Building a Digital Foundation for Trust and Resilience
🌐 Cross-Industry Best Practices (That You Can Apply Today)
🗺️ Customer Journey Mapping That Delivers Results
...and so much more!

Whether you're looking to deepen your expertise, spark new ideas, or connect with industry leaders, this is the place to be.

Interested in attending? Reach out to your J.D. Power representative! 

Upcoming Study Publishes & Webinars

2025 U.S. Gas Utility Residential Customer Satisfaction Study Wave 3 Results

• Webinar: September 2
  Subscribers only; contact your J.D. Power rep for more info.

2025 U.S. Electric Utility Residential Customer Satisfaction Study Wave 3 Results

• Webinar: September 16
  Subscribers only; contact your J.D. Power rep for more info.

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