Higher bills are eroding utilities’ brand appeal, new findings show. (J.D. Power)
Rising costs pushed the overall brand appeal index down to 694/1,000. Reputation, communication, environmental stewardship, and innovation leadership all posted steep declines, even as customers continue to give high marks for reliability.
Why it matters: Utilities with strong brand appeal report higher customer satisfaction and loyalty, plus smoother support for rate increases.
Regional leaders: PSE&G (East, 737), MidAmerican (Midwest, 732), EPB (South, 747), SRP (West, 757), and Delaware Electric Co-op (763).