Utilities are facing an increasing number of natural disasters, including hurricanes, wildfires, winter storms and heat waves, that regularly threaten service. Additionally, a well-publicized outbreak of substation attacks in 2022 and cyberattacks in other industries have some customers concerned about grid safety. Companies have been investing in grid-hardening efforts to improve resilience, but in some areas, those efforts can’t be completed quickly enough to outpace weather events and domestic terror threats.
Utilities must improve perceived and actual reliability to increase brand trust. This report taps into Cogent Syndicated’s wealth of consumer data to uncover customers’ expectations of their utility before, during, and after a significant outage event. In addition, the report looks into the most effective ways to communicate about infrastructure hardening and smart grid investments to improve customer perceptions of utility reliability.
The report will enable subscribers to:
Benchmark Expectations
Identify customer expectations before, during and after a significant outage
Determine Influence
Understand how actual reliability and utility communication influence customer perceptions of reliability
Understand Impact
Identify how reliability perceptions and expectations affect customer likelihood to adopt alternative power options, such as backup generators
Reliable Quality Factors
Service Satisfaction Factors
Outage Diagnostics
Product Diagnostics
Publication Date: August 2023
Deliverables
Detailed report with analyses of data
