Utilities customers were more satisfied in 2020, 
likely due to Covid-19 moratoriums

Net Promoter ScoreSM for 25 US electric utilities, 2020

2020 industry average: ~18

2019 industry average: ~8

US electric utilities

Sources: NPS PrismSM US Utilities, Q3–Q4 2020 (n=62,865); Bain NPS Benchmarks

The episodes that annoy customers most were less frequent 
during the pandemic

Episodes’ likelihood to annoy US electric utilities customers

Need a field visit

Track planned outage

Reconnect service after late payments

Change rate plan 

Use renewables

Require more info

Add additional products

Manage account

Renew  current plan

Restore after unplanned outages

Need more time or help paying bill

Start or stop service

Learn, shop, and browse

Repair damages

Reduce energy usage

Move my service

Setup online account

Pay my bill

Understand my bill

Percentage of customers experiencing episode within last 12 months

2019

10%

28%

2020

5%

13%

Sources: NPS Prism US Utilities, Q3 2020–Q1 2021 (n=27,835); Bain NPS Benchmarks

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10117 Keeping Utility Customers Happy Beyond Pandemic Policies

Bain com Editorial
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