Each year we celebrate the great work utilities are doing to create excellent experiences for their customers and provide a supportive and empowering workplace for their employees. If you’re working on improving your customer or employee experience, we want to know about it.

Tell us about your triumphs today for a chance to win a 2024 Achievements in Customer and Employee Experience award!

What we’re looking for

The process to enter is straightforward, making it easy for you to throw your hat in the ring. According to Ellis Bouw, energy management engineer for Puget Sound Energy (PSE), “The questions are very clear and the entry on the website is easy to do. Of course, we still put a lot of time crafting our answers with several reviews of the whole team.” PSE was our winner for the 2023 Achievement in Business Customer Experience for its Clean Buildings Accelerator, a program that’s helping building owners meet Washington’s Clean Buildings Performance Standard.

This year, we’re honoring utilities for their work in four categories: residential customer experience, business customer experience, employee experience, and—new this year!—small utility excellence.

New in 2024! The Small Utility Excellence award

We’ve added this extra award to honor the work smaller utilities are doing. Smaller teams and budgets can present big challenges for customer and employee experience initiatives, so we want to recognize these utilities’ efforts through our Small Utility Excellence award.

To be considered for this category, utilities with 250,000 or fewer customers should submit for an award in at least one of the three achievements categories, and we’ll evaluate entries to choose the winner for this honor.

Achievements in residential or business customer experience

These awards celebrate excellence in residential and business customer experience management efforts within the industry, highlighting tactics and programs that enhance customers’ experiences, such as:

  • Billing and payment
  • Web or mobile experience
  • Start or stop service
  • New construction
  • Community interaction and services
  • Outage management
  • Energy management or advisory programs
  • Customer experience-focused technology implementations, such as customer information systems

“Many of us work in energy efficiency because we have a personal passion for sustainability so when we’ve found an approach that works, we want to help bring others along,” says Bouw. “If your utility has come up with a cool way to solve a problem, this is a great way to share it with others!”

Achievements in employee experience

This award celebrates innovative methods in employee engagement that result in a favorable customer experience. It highlights utilities that are working hard to engage, enable, educate, empower, and reward employees to provide exceptional customer service.

How we evaluate entries

Our judges will evaluate achievements based on:

  • Unique approaches and creativity
  • Whether the project affected multiple areas of the organization
  • Metrics and results of the work
  • Overall impression

We’re accepting entries through June 7. Submit your utility’s achievements today for your chance to win!

Contributing Authors

Director, Customer Engagement Solutions

Laurie Day uses her research skills and passion for customer experience to help utilities better serve their customers. She manages the Customer...

Product Strategist, Customer Experience

Lisa Schulte helps utilities improve their customer experience, customer care operations, and digital experiences with customer data and feedback...