美国客户满意度指数（ACSI）：2026年能源公用事业研究报告（英文版）（20页）.pdf

1、March 24,2026AMERICAN CUSTOMER SATISFACTION INDEXACSI Energy Utilities Study 2026Customer Satisfaction With Energy Utilities Slips Slightly as Cooperatives Improve and Customer Expectations Rise Energy utility companies face increasing pressure as rising demand,infrastructure investment needs,cybers

2、ecurity concerns,clean energy transition eforts,and afordability challenges converge at a time when higher customer expectations outpace satisfaction levels.This years study results suggest the industry has largely maintained strong performance in core service touchpoints such as the digital experie

3、nce and customer support,but overall residential customer satisfaction slips for the second year as cost pressures and rising expectations continue to weigh on the customer experience.At the same time,results point to meaningful diferentiation among utility types,with cooperatives standing out as th

4、e only segment to improve year over year.Overall customer satisfaction with energy utilities decreases 1%to 73,following a similar drop a year ago.Satisfaction declines a modest 1%for most utility segments,including electric investor-owned(72),gas investor-owned(74),and municipal(74)utilities.In con

5、trast,cooperative utilities increase 1%to 77,demonstrating an improvement in cooperative member satisfaction.WWW.THEACSI.ORG INFOTHEACSI.ORG 2026 AMERICAN CUSTOMER SATISFACTION INDEX LLC.ALL RIGHTS RESERVED.173-1%ENERGY UTILITIESMUNICIPAL74-1%INVESTOR-OWNED ELECTRIC72-1%COOPERATIVE771%INVESTOR-OWNED

6、 GAS74-1%WWW.THEACSI.ORG INFOTHEACSI.ORG 2026 AMERICAN CUSTOMER SATISFACTION INDEX LLC.ALL RIGHTS RESERVED.2Across the customer experience measures tracked,utilities continue to score relatively well on the quality and reliability of mobile apps and on website satisfactionareas that have become core