2019 study reveals the most trusted utility brands


Escalent has released the results of a study conducted to understand consumer trust on their utilities.

According to the study:

  1. Stronger community support and communication skills are building utility trust
  2. Customers are happier with the information utilities communicate with them and the mediums used to deliver those communications
  3. The composite brand trust index score increased 1 point to 688
  4. Among the six components included in the Brand Trust index, community support and communications effectiveness increased the most
  5. Customers rely on utilities to provide energy innovation and are more likely to support higher rates for that innovation
  6. As public trust grows, utilities become much more credible than state governments and regulators to lead industry innovation and progress
  7. Among the 140 utilities investigated on trusted brand and customer engagement, 14 improved and 14 declined

Chris Oberle, senior vice president at Escalent, said: “The nation’s best utilities are trusted energy advisers whose consumers value their opinions and recommendations.

“Industry regulators who are looking to shape the future of energy need to encourage the utilities they regulate to focus on building brand trust. Otherwise, our research finds that innovations in clean energy, EV expansion, consumption management, and digital services are going to languish on low consumer demand for utility-developed offerings.”

The survey included 62,122 residential consumers

For more information about the report, visit Utility Trusted Brand & Customer Engagement™: Residential