Utility Customer Experience Stalls as Billing Friction Resurfaces
Event summary
- Escalent's 2026 Utility Trusted Brand & Customer Engagement study shows a 1-point decline in Customer Effort score to 722, reversing recent improvements.
- Billing and payment friction is the primary driver of the decline, with perceptions of bill understandability and payment ease dropping significantly.
- 31 utilities were named as the 'Easiest to Do Business With,' including National Grid and Atmos Energy – South.
- National Grid stands out with online bill explainers in multiple languages and energy-saving program information.
- The study surveyed 61,881 residential customers of 157 largest US utility companies.
The big picture
The decline in Customer Effort scores highlights a broader industry trend where billing friction is reemerging as a significant challenge. Utilities are facing increasing affordability pressures, which are driving customer dissatisfaction with bill transparency and payment processes. The 31 utilities recognized as the 'Easiest to Do Business With' demonstrate that addressing these issues can lead to improved customer engagement, even in a challenging environment.
What we're watching
- Affordability Pressure
- How utilities address both the perception and reality of bill burden will be critical in improving Customer Effort perceptions.
- Billing Transparency
- Whether utilities can reduce bill confusion through better communication and design to alleviate customer stress.
- Customer Support
- The pace at which utilities implement support and control measures for energy use to improve customer experience.
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