NPS Prism data from Q1 & Q2 2025 has revealed which U.S. utilities lead the industry nationwide in delivering exceptional customer experience, as evidenced by their Relationship Net Promoter Score, which measures overall likelihood to recommend a particular utility provider. 

A few key practices differentiate the CX delivered by leading utilities, according to Prism insights: 

1. Utilities NPS leaders consistently make their digital experiences easy, particularly in routine episodes . Leaders’ ‘ease’ levels for routine experiences, like account management and bill pay, are 50 percentage points higher than those of industry laggards. 
   
   
2. NPS leaders’ call centers also shine; customers state that hold times across all experiences are shorter and metrics for empathy, responsiveness, and knowledge are 10 percentage points higher for leaders. 
   
   
3. Leaders excel during high-stakes, emotive episodes. When customers need service restored or need help paying bills, NPS leaders outperform laggards by 40 points within those episodes.

U.S. Electric Leaders

U.S. electric customers ranked Salt River Project, Idaho Power and Florida Power & Light as the top three electricity providers in the United States, with Southern Company and Dominion rounding out the top five. A 74-point gap emerged between the industry leader and laggard, pointing to wide variances in customer sentiment in this sector. 

U.S. Natural Gas Leaders

For U.S. natural gas companies, Dominion emerged as the distinct industry leader, with a 9-point lead over the second-ranked provider. The rest of the top five—Berkshire Hathaway, Atmos, ONE Gas, and PSEG—all received a Relationship NPS in the mid-to-high 30s.   

Explore below for detailed views of the NPS landscape by U.S. region:

Electricity Providers (Slide to View More)

Natural Gas Providers (Slide to View More)

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