Note: LHS of inflation rate bars correspond with quarter where indicated rates began
During the COVID-19 pandemic, US utilities companies with electric and gas services saw an increase in relationship NPS (rNPS) driven in part by shutoff moratoria that prevented homeowners from being disconnected for failure to pay, as well as waiving late fees. However, starting in Q3 2021, rNPS has started to fall due to inflationary prices increases and expiry of shutoff moratoria.
US utilities looking to counteract the broader decline will need to zero in on the most critical customer episodes and deliver for their customers in the moments that matter. As prices rise, consumers expect more from their providers.
Interested in learning more about NPS Prism?
Schedule a personalized discovery session to explore our platform and gain never-before-seen NPS insights based on thousands of utilities customers, with competitive analyses curated just for your business.
Source: NPS Prism US Utilities Q3 2020-Q3 2022