Thank you to everyone who participated in our 2025 Utility Feedback Survey. This survey was distributed to help us get additional feedback from constituents during our participation in this year’s utility rate cases. Below is a summary of responses. There were 598 unique respondents from the three Assembly Districts represented; responses from participants outside of Assembly Districts 92, 93 and 95 are not included in this summary.

Key findings:

• Satisfaction is low across all utilities, but Con Edison customers report the worst experiences. In most categories Con Edison customers rate their experiences more poorly than NYSEG customers.
• Affordability is the dominant concern. Satisfaction with delivery and supply charges is low across the board, indicating widespread frustration with utility bills. Cost savings programs had the lowest overall satisfaction of any category in the survey, with an average satisfaction score of 1.81 across all utilities. The average Con Edison respondent score was even lower, at 1.75.
• Customer service is viewed as mediocre but not failing. Satisfaction with customer service is relatively higher but still low in absolute terms, barely approaching neutrality. Online customer service outperforms phone service.
• Outage and storm response receives the highest rating from constituents, with scores just above 3 (neutral) for all utilities.
• Clean energy programs are not meeting residents’ needs, with average scores below 2.5.

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Overall average customer satisfaction, by utility
On a scale of 1-10, with 10 being the highest satisfaction

Average satisfaction with gas delivery charges
On a scale of 1-5, with 5 being the highest satisfaction

Average satisfaction with electricity delivery charges
On a scale of 1-5, with 5 being the highest satisfaction

Average satisfaction with gas supply charges
On a scale of 1-5, with 5 being the highest satisfaction

Average satisfaction with electricity supply charges
On a scale of 1-5, with 5 being the highest satisfaction

Average satisfaction with phone customer service
On a scale of 1-5, with 5 being the highest satisfaction

Average satisfaction with online customer service
On a scale of 1-5, with 5 being the highest satisfaction

Average satisfaction with other customer service modalities (e.g. app or chat)
On a scale of 1-5, with 5 being the highest satisfaction

Average satisfaction with electricity infrastructure
On a scale of 1-5, with 5 being the highest satisfaction

Average satisfaction with gas infrastructure
On a scale of 1-5, with 5 being the highest satisfaction

Average satisfaction with clean energy programs
On a scale of 1-5, with 5 being the highest satisfaction

Average satisfaction with cost savings programs
On a scale of 1-5, with 5 being the highest satisfaction

Average satisfaction with programs for low-income households
On a scale of 1-5, with 5 being the highest satisfaction

Average satisfaction with programs for households of seniors and people with disabilities
On a scale of 1-5, with 5 being the highest satisfaction

Average satisfaction with outage and storm response
On a scale of 1-5, with 5 being the highest satisfaction