Rising Costs and Widespread Power Outages Strain Business Customer Satisfaction with Electric Utilities, J.D. Power Finds
With the average price per kilowatt hour for commercial customers rising 6.7% and the frequency and severity of power outages increasing in 2025, business customer satisfaction with the nation’s electric utilities is strained. According to the J.D. Power 2025 Electric Utility Business Customer Satisfaction Study,SM more businesses than ever are researching new rate plans to address their electric utility challenges.
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Is AI Making My Electric Bill Higher? Here's the Surprising Answer.
Utility prices are rising—and not just because of inflation. Two major forces are at play:
Climate Change: More frequent and intense natural disasters—wildfires, floods, hurricanes—are straining infrastructure and increasing costs.
AI Energy Demand: Data centers powering artificial intelligence are consuming massive amounts of electricity, pushing demand (and prices) even higher.
“With AI and data centers, that growth is at such a sharper trajectory than anything else we’ve seen in recent years,” said Ramah Vaughn, director of utilities intelligence at J.D. Power. “That is a major catalyst for increases in monthly bill amounts, and there’s no end in sight.” Continue reading >
Strengthening Utility Brand Appeal: 4 Traits That Matter Most
As monthly energy costs continue to rise, utilities face increasing pressure to not only deliver reliable service but also build stronger relationships with their customers. A compelling brand can drive satisfaction, advocacy, loyalty, and program adoption—yet many utilities still struggle to connect meaningfully with the communities they serve. How can utilities enhance their brand appeal in today’s evolving energy landscape?
Let’s explore four key traits that can elevate your utility’s brand and deepen customer engagement.
Without an EV U.S. Tax Credit, Will Adoption Slow Down?
The end of the U.S. EV tax credit is expected to slow adoption—but not stop it.
“Despite any short-term drop-off in electric vehicle sales or share, we do expect that to continue growing and it’s important not to lose sight of that,” said Brent Gruber, executive director of the EV practice at J.D. Power.
According to the latest J.D. Power projections, EV retail share will hold around 9% this year, rise to 12% in 2026, and climb into the mid-teens by 2027. More than half of new-car shoppers say they’re likely to consider an EV within the next year—signaling that interest is still strong even without incentives.
💡 Want to know what’s driving customer satisfaction in residential utilities?
Tune in to our free, on-demand webinar featuring expert insights from J.D. Power. Learn what matters most to customers — and how utilities are responding. Access the content >
Over 30% of utility digital experiences fail to meet basic expectations like reliable login and modern design. And shockingly, nearly 1/3 of major utilities still don’t offer a mobile app—despite app users reporting significantly higher satisfaction.
📉 Utilities lag behind industries like wealth management and insurance in digital experience scores.
💡 It’s time for utilities to rethink their digital strategy and meet customers where they are—online and on mobile.
🔍 Explore many of these findings in the Click, Chat, Connect: Powering the Digital Utility Experience Webinar. This free webinar is available any time, on-demand. Access the content >
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Disasters Become a Fact of Life for Many U.S. Electric Utility Customers
Disasters, such as the Los Angeles wildfires and severe spring and early summer thunderstorms that caused flash floods throughout many parts of the United States, have contributed to more than $131 billion in global losses in the first half of 2025. They have also created a new set of challenges for the nation’s electric utilities—and their customers—who were already straining under the weight of rising costs, aging infrastructure and an uncertain economy.
In response to the increased frequency and severity of extreme weather events, J.D. Power expanded its U.S. Electric Utility Residential Customer Satisfaction Study methodology to better understand the impact of weather-related power outages and service disruptions on customers.
Boosting Customer Satisfaction with Residential Water Utilities
Customer satisfaction is a critical metric for residential water utilities, reflecting not only the quality of service but also the strength of the relationship between utilities and the communities they serve. Recent insights reveal that three key areas—information provided, trust, and cost—are consistently dragging down overall satisfaction scores. Addressing these areas proactively can lead to significant improvements in public perception and engagement.
