WEMO24-Compiled Report-Interactive compressed (002) 4154-7882-8116 v.1 - Flipbook - Page 284
Market Data
Customers
ENERGY IN
THE REGIONS
HOME
Customer satisfaction indicators
Effective complaint handling boosts satisfaction; successful utilities gain, others fall behind
• Following four years of stagnant performance,
residential customer satisfaction has increased
by 4%, reaching an ACSI score of 75. This
improvement is driven by gains across the
customer experience, which have outweighed
concerns about rising utility rates
FIGURE 9
American Customer Satisfaction Index, 2023-2024
• As energy utilities continue to grapple with
external challenges such as in昀氀ation, extreme
weather, and increased demand, maintaining
strong customer relationships will be crucial.
Building trust and fostering patience through
e昀昀ective problem resolution and complaint
handling will become even more important
85
80
76
75
ACSI
74
70
‘05 ‘06
‘07
‘08 ‘09 ‘10 ‘11
‘12
‘13
Electricity
Source: American Customer Satisfaction Index (ACSI®)
‘14
‘15 ‘16
‘17 ‘18
Natural Gas
‘19
‘20 ‘21
‘22
‘23 ‘24
284
‘04
WEMO 2024
65
