Customer Experience in the Public Utility Industry

This report presents findings on customer experience metrics in the public utility industry across various countries from 2022 to 2025. It outlines key metrics such as satisfaction, trust, recommendation, and likelihood to purchase more services from utility providers. The data indicates that Emirati consumers report the highest satisfaction levels, while Chinese consumers exhibit the greatest trust in their utility providers. The report also notes that globally, consumers are more inclined to trust their utility providers than to recommend them. Over the past three years, consumer satisfaction has seen minimal change, with a slight increase of one percentage point, whereas the likelihood of purchasing more services has risen by five percentage points. The methodology section details the data collection process, emphasizing that only industries with a sample size of 100 or more were included in the analysis. The findings are based on a survey of 23,730 consumers across 23 countries, conducted by Qualtrics XM Institute in Q3 2024.