In this engaging discussion, DeAnna Hardwick, Chief Customer Strategy Officer at CPS Energy, emphasizes the shift from treating customers as mere ratepayers to prioritizing their experience and trust. Forrest Morgeson, Director of Research at the ACSI, shares insights on measuring customer satisfaction and highlights recent trends, including declining support for green initiatives. Together, they explore how utilities can foster loyalty through affordability programs and improved communication, all while navigating the challenges of the evolving energy landscape.
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insights INSIGHT
Green Support Perception Dropped
Perception of utilities' support for green programs dropped three points this year.
This trend may reflect political or economic shifts and deserves monitoring.
question_answer ANECDOTE
San Antonio Customers Demand Balanced Priorities
CPS customers ranked reliability, affordability, and sustainability as top concerns, with reliability rising after Winter Storm Uri.
Their Horizon 2050 plan balances those priorities with community engagement.
volunteer_activism ADVICE
Speak In 'People' Language
Use plain, relatable language that speaks to the person at the end of the light switch.
Avoid industry jargon and tailor messages to what customers actually experience.
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In this episode, Power Perspectives tackles one of the most important shifts in today’s utility sector: the rise of customer satisfaction as a boardroom priority. For decades, utilities focused on reliability and compliance above all else—but today’s modern customers expect more. Driven by at-the-fingertip response and action from the tech companies like Amazon and Netflix in their daily lives, they increasingly want the same from their power providers: immediacy, transparency, flexibility, and more.
To explore this transformation, podcast host Jason Price and producer Matt Chester welcome two guests bringing both data and real-world perspectives on this topic: DeAnna Hardwick, Chief Customer Strategy Officer at CPS Energy, and Forrest Morgeson, Director of Research at the American Customer Satisfaction Index (ACSI). Together, they unpack how utilities can turn satisfaction into long-term success.
Listen in as they discuss what the latest ACSI survey data reveals about utility customer sentiment nationwide and how utilities like CPS Energy are translating that intel into action to improve communication, affordability, and customer care. For utility leaders, customer service teams, and anyone navigating today’s evolving energy landscape, this episode offers both a data-driven view and a practical playbook for building trust and loyalty in the communities you serve.
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