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At EEI 2026, utilities debated one question: how do you justify rate increases when customers are angry? JD Power has a $2M to $8M answer. Utilities in the bottom quartile of customer satisfaction receive $2 million to $8 million less in rate case approvals than top-performing peers. A century-old Gas and Electric IOU ranked 17th among 20 regional peers. Their frontline teams knew what was broken. Nobody asked. Within 24 months, they moved from 17th to 2nd. Escalent recognized them as a Business Customer Champion, one of 29 utilities recognized for best-in-class business customer engagement. Read the case study.

Protesters interrupted a utility CEO's keynote at EEI 2026. JD Power says poor CSAT costs utilities $2M to $8M in rate case approvals. Affordability dominated every conversation at EEI this week. Customers are angry about rising bills. Regulators are pushing back on rate increases. As utilities enter the most aggressive capital recovery period in decades, that gap is a financial liability. A century-old Gas and Electric IOU moved from 17th to 2nd among 20 regional peers. Escalent recognized them as a Business Customer Champion. Here is how they did it. Read the case study.

Utilities asked for rate increases at EEI this week. Regulators pushed back. JD Power says poor CSAT costs utilities $2M to $8M in rate case approvals. That tension is not going away. A century-old Gas and Electric IOU ranked 17th among 20 regional peers. The leadership team knew it was broken. What they couldn't see was where. Within 24 months, they moved from 17th to 2nd. Escalent recognized them as a Business Customer Champion, one of 29 utilities recognized for best-in-class business customer engagement. Read the case study.

If you were watching EEI 2026, you saw something unusual. Customers interrupted a keynote. That is not a coincidence. That is a signal. Customers and ratepayer advocates chanted against soaring electricity bills in the same building where utility CEOs and regulators were debating affordability and rate pressures. JD Power research shows utilities in the bottom quartile of customer satisfaction receive $2 million to $8 million less in rate case approvals than top-performing peers. Poor CSAT is not a customer service problem. It is a rate case problem. A century-old Gas and Electric IOU ranked 17th among 20 regional peers. Within 24 months they moved to 2nd. Escalent recognized them as a Business Customer Champion. Here is how they did it. Read the case study.

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Our client, a century-old energy utility, was ranked 17th among 20 regional peers in customer satisfaction. Small-business CSAT rated a D-minus. Regulators were asking hard questions during rate cases. The leadership team knew it was broken. What they couldn't see was where.