How residential utility customer perceptions have changed in 2025
NOTE: This event has already taken place. See below for recording and event description.
Download the slides | How residential utility customer perceptions have changed in 2025 (PDF)
Each year, we hear directly from US residential utility customers through a large national survey. These insights help us understand changes and trends in customer perceptions and opinions on utility programs, communications, affordability, and energy consumption. We can filter information by customer demographics, types of programs, and more, allowing you to understand customer differences across the US and within your region. Join us to learn what’s new in customer trends and how you can use this data to improve your marketing efforts in 2025.
The E Source US Residential Customer Insights Center compiles data from the Claritas Energy Behavior Track annual online survey of about 32,000 residential customers in the US (conducted in partnership with E Source). Utilities rely on this tool to understand their residential customers’ behaviors and attitudes around energy consumption.
This is an E Source exchange. It’s an online conversation where you can share ideas on specific topics with other utility professionals. Bring your questions and come prepared to share! In this exchange, we’ll bring together utility peers to discuss utility customer perceptions and trends in customer sentiment in 2025 that can help inform your marketing strategy and tactics.
Topics include:
- Customer perceptions on cost, utility attributes, energy efficiency programs, and emerging technologies
- Changes and trends in customer opinions
- Going beyond customer satisfaction in measuring success
- Marketing strategies and tactics to try in 2025
Moderators:
Ellen Thommesen, Lead Analyst, Customer Engagement Solutions, E Source
Sam Freis, Lead Analyst, Market Research, E Source
Questions about this event? Send us a message.