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June 3, 2024 3 minute read

U.S. Utilities’ relationship NPS begins to rebound due to easier cost-saving journeys


Notes: Electric average includes responses for utilities with hybrid (electric and gas) services; some states extended shutoff moratoria through Q4 2021 such as NY, NJ; inflation rates for U.S. only; includes all providers​. Source: Bain NPS Prism US Utilities; National Association of Regulatory Utility Commissioners; Statista

After peaking in 2021, relationship NPS scores for electric and gas utilities declined through 2022 and much of 2023, due in part to nationwide inflation.  However, as inflation rates have fallen below 4%, scores have started to recover.

Despite lower inflation, customers still prioritize reducing their utility costs. Many report improved experiences when engaging in payment or potential cost-saving measures, such as changing rate plans, reconnecting service after late payments, reducing energy usage, or learning about new products and services, which has contributed to rNPS recovery.

Service providers who make it easy for customers to explore changing their utility services or usage, can strengthen customer relationships.

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Tag(s): Utilities