Shifting customer connections and perceptions: Findings from the 2024 State of Utility Customer Survey
NOTE: This event has already taken place. See below for recording and event description.
The 2024 State of Utility Customer Survey, conducted by the Utility Customer Research Consortium (UCRC), surveyed 1,023 adults in the United States to assess the state of customer satisfaction with their utility. The findings from the survey reflect a core tension. On one hand, there is the great promise of electrification and more energy options, including clean energy. On the other hand, the growing price of electricity is putting an energy burden on an increasing number of Americans.
There has been a steady erosion of how customers rank their utility in customer service, ease of interacting, and reliability. Affordability is a major driver of customer dissatisfaction, especially when compounded by perceptions of cost-shifting. In fact, a significant number of customers would trade less reliability for cheaper bills.
Join this webinar and hear from E Source’s Jamie Wimberly, Senior Vice President of Utility Customer Strategy, as he walks through the findings from this annual survey and what they mean for the industry.
You’ll learn:
- How utility customers rate their utility service
- Concern level of customers to stay current on their bills
- Perception of how well a utility is run
- Opinions and expectations about purchasing an electric vehicle
Speaker:
Jamie Wimberly, Senior Vice President, Utility Customer Strategy, E Source
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