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Provide an Unmatched Customer
Experience in Utilities

Use NPS Prism to uncover unbiased customer insights and identify cost-saving
opportunities across the customer, journey, product, and channel levels

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Companies Covered in Our Dataset

and many (many!) more

NPS Prism for Utilities

40 +
Utilities Groups NPS Prism includes data on most major gas and electricity providers.
35
Customer Journeys NPS Prism contains granular data across the service, account management, and payment journeys.
45 K
Customers Surveyed NPS Prism collects data from a representative sample of 45K utilities customers, with new data and insights each quarter.

Utilities Customer Journeys That Matter

See a sample of the journeys we analyze from end to end in the NPS Prism platform.

Service Disruption
Payments
Start/Stop Service
Account
Usage & technical support
CR17582_PPTX

Reduce Friction During Service Disruption

Create a smoother service disruption customer experience by using NPS Prism to evaluate key moments like:

  • Remediation or repair damages

  • Restore power after unplanned outage

  • Notification and tracking of a planned outage

  • Report a gas leak or safety issue

  • Restore disconnected services
CR14342_PPTX

Make Bill Pay Straightforward

Evaluate how you and other utility providers perform during the payment journey. NPS Prism includes data on:

  • Paying a bill

  • Understanding a bill
CR13523_PPTX

Deliver a Seamless Purchase Experience

Use our platform to discover how customers feel about key aspects of the research and purchase experience including:

  • Learn more about utility company and browse products

  • Move my services

  • Start/stop my service
CR16703_hres

Make It Easy For Customers to Manage Their Accounts

Design a better account management experience for your customers by understanding their experience on key journeys, like:

  • Managing account

  • Renewing current plan

  • Setting up online account
CR11429_PPTX (1)

Create a Smooth Service Modification Experience

Make sure customers feel in control over their service plan and usage by improving journeys like:

  • Add additional products/services

  • Change my rate plan

  • Reduce my energy usage

  • Use renewables to manage environmental impact

  • Requesting maintenance or support
An NPS Prism case Study

How a National Energy Leader Turned CX Ideas Into Action with NPS Prism

Dominion sought an experienced partner who could help them transform meaningful customer insights into data-driven CX strategies.

Read the Case Study
dominion-energy-NPS-prism-case-study

Our CS team was in a great position to change customer behavior, but we needed more learning and education internally around optimizing the customer experience. We needed a partner who knew more than just the basics of quality CX. We needed someone who could help us bridge the gap between strategy and actuality.

Utibe Bassey

Vice President of Customer Experience, Dominion Energy

The Latest From NPS PRISM

How Inflation Impacts Customer Experience

As prices continue to rise, consumers are rethinking their spending — and how they measure the value of their purchases. Our latest report explores how these trends impact customer experience (CX), and the strategies teams can use to drive success in uncertain times.

Read The Full Report
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