The E Source 2025 State of Utility Customer survey, conducted by the Utility Customer Research Consortium, surveyed 1,012 adults in the US to assess the state of customer sentiment toward their utility. The findings from the survey reflect a tension we’ve seen and heard throughout 2025.
There’s been a steady erosion in how customers rank their utility in customer service, ease of interacting, and reliability. Electricity prices are high, and customers are worried about their bills. Customers are also concerned about data centers’ impacts on the grid and on their wallet.
Overall, affordability is a major driver of customer dissatisfaction, especially when compounded by perceptions of cost-shifting.
Join this webinar and hear from Jamie Wimberly, senior vice president of Utility Customer Strategy at E Source, as he walks through the findings from this annual survey and what they mean for the industry.
You’ll learn:
- Customers’ ratings for their utility service
- Customers’ levels of concern about staying current on their bills
- Customer perception of how well a utility is run
- Customers’ willingness to go off-grid, choose a different utility provider, or voluntarily and temporarily disconnect to manage energy use
Speaker:
Jamie Wimberly, Senior Vice President, Utility Customer Strategy, E Source
Who should attend:
Anyone interested in gaining a better understanding of customer opinions on utility operations, their bills, and more should attend.
Interested in this event but can’t attend? Register anyway and we’ll notify you when the presentation and recording are ready for on-demand viewing. Questions about this event? Send us a message.
