INDUSTRY ANALYSIS
What 4,021 Consumers Say About Energy Affordability
SECC research on where customers struggle with rising bills, which programs they use, and what utilities can do to make support easier to find and use.
What Customers Need From Utility Affordability Programs
Energy affordability now affects a broad range of utility customers. In SECC's nationally representative survey of 4,021 U.S. household energy decision-makers, 51% said their electricity bill had increased over the prior year, and nearly one-third said they had struggled to pay it at some point.
The research shows that customers are willing to act. Ninety-two percent have already made at least one change to lower their energy costs, and 42% strongly agree they would adjust their electricity habits to save money. Yet many still lack a clear picture of what drives their bill, and awareness of most utility programs remains low. The gap between that willingness and what customers actually know is where utilities have room to work.
Among consumers who know their provider offers personalized bill explanations or energy reports, 75% have used them. Only 21% know the service exists. SECC's findings point toward an affordability strategy built on clearer explanations of what drives a bill, easier program access, and support matched to different customer needs.
Improve Customer Satisfaction With Transparent Insight
Help customers understand their energy use in clear, relatable terms that build trust, reduce confusion, and support higher satisfaction.
Reduce Bill Shock and High-Bill Calls
Proactively identify usage drivers behind high bills and deliver targeted, personalized customer communications.
Improve Program Performance With Precision Targeting
Identify customers most likely to participate so you can drive higher enrollment, lower cost per kWh, and stronger results.
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