An electric power company operating in West Virginia got a poor customer satisfaction rating in a new JD Power survey, but all the state’s providers are below the national average.
According to the J.D. Power 2025 U.S. Electric Utility Residential Customer Satisfaction Study, rising costs are the primary driver of declining satisfaction among residential utility customers.
Nationwide, customer satisfaction has dropped to 499 on a 1,000-point scale the lowest score recorded across J.D. Power residential utility studies.
Appalachian Power is ranked near the bottom in the East Large Segment. The company’s overall rating was 416.
Mon Power is ranked above average in the East Midsize Segment with a 466 rating. Potomac Edison came in right behind at 465.
“With energy prices now one of the top concerns for customers, utilities must be clear and proactive with customer communications,” Mark Spalinger, director of utilities intelligence at J.D. Power, said. “Study data shows that customers expect their utilities to deliver reliable service, provide easy access to information and frequent updates on outages and planned restoration. When utilities streamline billing and digital self‑service, and deliver timely outage alerts, satisfaction rises even in a cost‑pressured environment.”
Average monthly residential electric utility costs have surged 34% since 2020, reaching $189 for the full year 2025. That’s the highest annual average ever measured by J.D. Power. Notably, bill amounts in the fourth quarter of this year climbed even higher, reaching $206.
The J.D. Power survey examines satisfaction across eight dimensions including monthly cost; trust; safety and reliability; ease of doing business; information provided; people; problem resolution; and digital channels.
It looked at large and midsize electric utility companies in four U.S. regions (East, Midwest, South and West) to align strategic planning and improvement initiatives with core customer expectations, desires and needs.
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