--- title: "The Value of Good Utility Customer Service" id: "2559" type: "post" slug: "utility-customer-service" published_at: "2022-05-25T09:00:43+00:00" modified_at: "2024-09-03T13:36:15+00:00" url: "https://virtual-peaker.com/blog/utility-customer-service/" markdown_url: "https://virtual-peaker.com/blog/utility-customer-service.md" excerpt: "For years, I worked in utility customer service. The position gave me a greater understanding of the complexities of the […]" taxonomy_category: - "Customer Engagement" --- Customer Engagement # The Value of Good Utility Customer Service [Syd Bishop Published May 25, 2022](https://virtual-peaker.com/author/sbishop/) Share[https://www.facebook.com/sharer/sharer.php?u=https://virtual-peaker.com/blog/utility-customer-service/](https://www.facebook.com/sharer/sharer.php?u=https://virtual-peaker.com/blog/utility-customer-service/) [http://twitter.com/share?url=https://virtual-peaker.com/blog/utility-customer-service/](http://twitter.com/share?url=https://virtual-peaker.com/blog/utility-customer-service/) [https://www.linkedin.com/shareArticle?mini=true&url=https://virtual-peaker.com/blog/utility-customer-service/&source=LinkedIn](https://www.linkedin.com/shareArticle?mini=true&url=https://virtual-peaker.com/blog/utility-customer-service/&source=LinkedIn) [mailto:?&subject=The%20Value%20of%20Good%20Utility%20Customer%20Service&body=https://virtual-peaker.com/blog/utility-customer-service/](mailto:?&subject=The%20Value%20of%20Good%20Utility%20Customer%20Service&body=https://virtual-peaker.com/blog/utility-customer-service/) For years, I worked in utility customer service. The position gave me a greater understanding of the complexities of the electric utility industry, as well as deeper empathy for customers struggling to make ends meet. As such, the most common reasons for any customer contact were to determine why a bill was more or less than expected and how to arrange payment, to transfer service from one address to the next, or to report an outage. Put it another way, the starting point for most customers is that they want options and better education. As a natural monopoly, providing excellent utility customer service may seem like a peripheral goal, but research indicates that a robust [customer engagement](https://virtual-peaker.com/platform/customer-engagement-suite/) strategy can help meet [regulatory goals](https://www.apogee.net/2019/02/customer-satisfaction-pays/) , [higher revenues](https://blog.kelley.iu.edu/2021/02/02/good-customer-service-can-lead-to-higher-profits-even-for-utilities-without-competition/) , and [increased adoption](https://www2.deloitte.com/us/en/pages/energy-and-resources/articles/utility-customer-experience-insights.html) of the [demand response](https://virtual-peaker.com/solutions/demand-response/) and [distributed energy resource (DER)](https://virtual-peaker.com/blog/distributed-energy-resource/) programs needed to meet [global decarbonization](https://virtual-peaker.com/blog/green-technologies-decarbonization/) efforts. ## What Is Good Utility Customer Service Measuring effective utility customer service can vary by operation, but generally consist of similar factors. [According to the annual J.D. Power report](https://www.jdpower.com/business/utilities/electric-utility-residential-customer-satisfaction-study) on customer satisfaction, there are six factors used to identify quality service: - Power Quality & Reliability - Price - Billing & Payment - Communications - Corporate Citizenship - Customer Care In each case, these factors reflect the anecdotal experience shared above, that customers crave an understanding of their bill and education on available customer options. The idea behind this system of measurement is to illustrate strategic opportunities for utility providers to enhance their service, develop their DR/DER programs, and have a comparative analysis against other similarly sized electric providers. ### What Do Customers Want? The metrics that J.D. Power employs are designed to help encourage and guide electric utilities through data analytics. Unsurprisingly, these metrics largely reflect what customers demand from a utility. For example, [billing and reliability](https://www.mckinsey.com/industries/electric-power-and-natural-gas/our-insights/transforming-customer-experience-in-utilities) remain integral to improving utility customer service levels; customers want reliable, affordable power, and they want it now. Utilities can attain that goal through [forecasting tools](https://virtual-peaker.com/platform/forecasting-suite/) used to help better understand potential energy purchasing needs. In doing so, utilities can minimize costs associated with demand pricing as informed through analytics. Customers want to help the environment through strident actions to curb climate change. In fact, in a 2021 survey conducted by Oracle, 52% of respondents identified climate change mitigations as personally important. Somewhat more surprising is the role that sustainable initiatives play in shaping service levels. Customers want to help the environment through [strident actions to curb climate change](https://www.utilitydive.com/news/three-things-consumers-want-from-electricity-providers-1/520821/) . In fact, in a [2021 survey conducted by Oracle](https://go.oracle.com/LP=110199) , 52% of respondents identified climate change mitigations as personally important. In addition to climate change, [customers want better technical options](https://www2.deloitte.com/us/en/insights/industry/power-and-utilities/energy-platform-elevated-human-experience-utility-customer.html) . They want easier means of communicating directly with utility providers, as well as easier means of paying or [receiving programmatic incentives](https://virtual-peaker.com/solutions/incentive-processing/) . Satisfying these customer concerns can lead to [better relationships between utilities and regulators](https://www.cmu.edu/news/stories/archives/2019/october/regulations-allowing-utilities-higher-returns.html) . ## How Decarbonization Regulations Are Changing the Utility Landscape Customer interest in clean energy technology directly correlates with regulatory decarbonization efforts that are reshaping the modern grid. These objectives are meant to curb carbon emissions and improve utility customer service scores, but present new challenges to the reliable and affordable energy at the core of consumer interest. Let’s look at how the tech disruption caused by increased consumer interest in personal DER technologies and regulatory efforts to fight climate change can satisfy both present new revenue opportunities while meeting customer expectations. ### Prosumer Boom The term prosumer is older than you might imagine, a portmanteau of the words “producer” and “consumer” used to [describe a growing demographic committed to providing their own energy](https://www.forbes.com/sites/forbescommunicationscouncil/2022/02/08/how-utility-companies-can-appeal-to-energy-prosumers-through-marketing/) . As DERs like solar power or electric vehicles (EVs) become increasingly accessible for individual use, prosumers present a new challenge to grid reliability through tech disruption. FERC recently reported that [energy rates are rising in some places up to 233%](https://www.utilitydive.com/news/ferc-gas-power-electricity-markets-prices-manipulation-/624120/) . These fears about cost will only further spur the adoption of prosumer technologies. Fortunately, increased access to DERs offers a unique opportunity for electric providers to enhance their DR and DER programs alike. ### More EVs on the Road The [EV market is growing exponentially](https://www.globenewswire.com/news-release/2022/03/15/2403398/0/en/At-24-5-CAGR-Global-Electric-Vehicle-Market-Size-Share-to-Surpass-US-980-Bn-by-2028-EV-Industry-Trends-Growth-Forecast-Report-by-Facts-Factors.html) , with some [manufacturers reportedly selling out of stock](https://www.greenbiz.com/article/truth-behind-ev-sales-2022) . While this is partially related to supply change issues, market growth and customer demand tell you what you need to know: consumers want electric vehicles. For many, EVs satisfy electrification goals, which have the potential to minimize our global dependence on fossil fuels. Unfortunately, more EVs on the road means that [EV charging](https://virtual-peaker.com/solutions/ev-charging/) requirements will further complicate an ever-evolving electric landscape by pulling energy at off-peak demand times. Luckily, through vehicle-to-grid (V2G) reciprocal charging, utilities can institute battery programs that strengthen the grid by resupplying much necessary power during demand events. Furthermore, batteries and other DER technologies can combine through the right [distributed energy resource management system (DERMS)](https://virtual-peaker.com/platform/derms-suite/) to create a [virtual power plant](https://virtual-peaker.com/blog/what-is-a-virtual-power-plant/) , a combination of disparate energy sources used to help power the grid during high times of usage. ## Using Customer Engagement for Programmatic Growth As noted, [consumers want access to renewable energy](https://www.utilitydive.com/news/as-100-renewables-goals-proliferate-what-role-for-utilities/551165/) and [drive demand for green power](https://www.epa.gov/sites/default/files/2018-08/documents/guide-purchasing-green-power-appc.pdf) . Increased sustainability measures are, in some cases, here, while in other areas imminent. Now is the time for electric companies to improve their demand response and DER program efforts. With demand response, utility companies have an opportunity to curb their energy usage during peak demand periods through conservation. A rich utility customer service strategy for demand response should include: - Quickly and efficiently alerting customers to potential demand events - Running events as non-intrusively as possible - Streamlined incentive processing Through utility customer service outreach, electric providers can also [encourage DER adoptions](https://www.utilitydive.com/news/new-best-practices-are-unlocking-demand-side-management-value-in-utility-on/621163/) , which may seem counterintuitive, but that meets customer interest and regulatory needs. DER programs offer a parallel initiative to demand response by using existing renewable resources to gird the power grid during peak times of usage. By pursuing increased DR and DER offerings, utilities can minimize their energy spending, while satisfying customers. ## Utility Customer Service & ESG Ratings Like the annual J.D. Power rankings, utilities are among the industries measured by [environmental, social, and governance (ESG) ratings](https://www.forbes.com/advisor/investing/esg-investing/) . [ESG ratings are influenced by](https://corpgov.law.harvard.edu/2017/07/27/esg-reports-and-ratings-what-they-are-why-they-matter/) elements like corporate social responsibility (CSR) and sustainability initiatives meant to mitigate climate change while contributing positively to the community. As such, ESG ratings look at the full scope of a company’s actions, which can lead to significant [losses in rank](https://www.marketwatch.com/story/tesla-dumped-by-s-p-esg-index-and-musk-cries-label-is-a-scam-11652893098) . For electric companies, the ESG index ties into [utility credit ratings](https://www.utilitydive.com/news/esg-issues-weigh-on-utility-credit-ratings-pge-edison-firstenergy/601203/) as well as shaping public perception. ## Utility Customer Service Conclusion Educating the public is integral to improving utility customer service levels and can have very tangible benefits to any electric provider. The relationship between regulatory requirements and consumer demand is critical to utilities, whether that’s in shaping public policy or in building the customer rapport needed to develop and grow DR/DER program buy-in. Whether it’s prosumer interest or customer demand, the energy and regulatory landscape are rapidly changing. By keeping customers informed, utilities can create fresh opportunities for revenue and in enhancing their public perception. ### Connect with your customers with the Relay Customer Engagement Suite [Learn More](https://virtual-peaker.com/platform/customer-engagement-suite/) About The Author [https://virtual-peaker.com/author/sbishop/](https://virtual-peaker.com/author/sbishop/) Syd is a senior content specialist and all-around word nerd for Virtual Peaker. Syd believes in the inevitability of renewable energies and in implementing a diverse energy portfolio and is excited to use his skills to help spread that message far and wide. In his scant free time, Syd is a father of two, husband of an awesome wife, a musician, and a lover of comic books, and all things sci-fi. [More About Syd](https://virtual-peaker.com/author/sbishop/) Related Stories [Blog Post Apr 29, 2026 6 Marketing Tactics to Boost Demand Flexibility Enrollment in LMI (Low-Income) Communities According to the U.S. Energy Information Administration (EIA), as of February 2026, average electric prices have risen 9% year-over-year. Costs […] Syd Bishop Senior Content Specialist](https://virtual-peaker.com/blog/6-marketing-tactics-to-boost-demand-flexibility-enrollment-in-lmi-low-income-communities/) [Blog Post Apr 8, 2026 The Psychology of the Prosumer: Why People Share Their Energy with the Grid With electric demand spiking, driving up costs and uncertainty in grid reliability, the relationship between the electric utility and the […] Amber Mullaney Vice President of Marketing](https://virtual-peaker.com/blog/the-psychology-of-the-prosumer-why-people-share-their-energy-with-the-grid/) [Blog Post Mar 25, 2026 What Dolly Parton Can Teach Us About Utility Customer Engagement There is perhaps no one as immediately recognizable and unifying as Dolly Parton. Unsurprisingly, Parton can teach everyone—including the energy […] Syd Bishop Senior Content Specialist](https://virtual-peaker.com/blog/dolly-parton-utility-customer-engagement/) Subscribe to our blog ## Get the latest DER thought leadership, tips, and best practices in your inbox! Yes, I would like to receive Virtual Peaker blogs as well as marketing communications regarding Virtual Peaker products, services, and events. I can unsubscribe at any time.