J.D. Power

Customer Impact Report: Utility Brand Image and Customer Perceptions

Why should utilities care about how customers perceive their brand? After all, most utilities operate as either regulated or government-controlled monopolies, and since customers in most markets cannot choose to switch from their utility to another, why should customer loyalty matter? In reality, there are a variety of reasons why utilities should care about customers’ brand image perceptions. The Utility Brand Image and Customer Perceptions Special Report explores the reasons brand image is important, and shows how utilities with a positive image were able to achieve it.

Download the executive summary to learn key takeaways from the report.

The full report includes the following:
  • Number of pages: 24
  • Number of charts/graphs: 12
  • Best practices—case studies from: Kentucky Utilities and Oklahoma Gas & Electric

Tax included


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