Centric Digital

J.d. Power 2018 Utility Digital Experience Study℠

Digital Experience Study for UTILITIES INDUSTRY

J.D. Power partnered with Centric Digital to produce this study evaluating customer perceptions of the websites, mobile apps, and digital communication capabilities of leading electric, natural gas and water utility brands in the United States.

Key Findings

Powered By Centric Digital

DIMENSIONS™ Powers Digital Capabilities Measurement

DIMENSIONS, our classification system for benchmarking digital readiness, powered the J.D. POWER UTILITY DIGITAL EXPERIENCE STUDY digital proficiency assessment.

More About Dimensions

DIMENSIONS Radial Tree Map graphic

Industry Perspective

Utilities Are Lagging In Digital Proficiency

According to the Centric Digital DIMENSIONS Score, which evaluates digital proficiency, the utility industry scored 571 on a 1,000 point scale.

DIMENSIONS Utility Report

Industry Standards

Utilities Leaders Are Beginning To Emerge

Despite a weak overall industry average, utility brands assessed in the study showed a broad spectrum of digital capabilities. Some brands are successfully differentiating themselves, providing digital experiences comparable to top performers from other industries.

DIMENSIONS Industry Score

Lagging Capabilities

Cross-channel Communication Remains A Challenge

The study found that utility brands continue to struggle with effectively implementing cross-channel communication. The DIMENSIONS Scan revealed major gaps in social media, email, messaging and customer service capabilities.

What Is Included

Customer Evaluation

Voice Of The Digital Customer

The voice of customer assessment evaluates your desktop, mobile web, and mobile apps to help you understand how customers are responding to your digital presence. The report includes customer satisfaction and sentiment data.

Digital Proficiency Survey

Measurement Of Digital Readiness

The digital proficiency survey, powered by Centric Digital’s DIMENSIONS, analyzes your digital readiness to identify gaps and strengths relative to best practice, other utility brands, and leaders in digital experience from other industries.

On-site Consultation

Contextualized Insights

During an on-site consultation with your team, utility and digital experts review survey results, answer questions, and help translate study findings into actionable next steps for improving your digital experience.


Position Your Utility For The Digital Age

Discover how the highest performing brands differentiate themselves within the utility industry and cross-industry. Understand how well your digital experience meets — or fails to meet — customer expectations. Improve ROI by deploying resources to improve areas with the greatest impact on customer satisfaction.

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Expert Evaluation Report