Energy & Utilities
Energy and utilities players continue to chase higher customer satisfaction amid fragmented results. SunPower posted a trio of 90-point disclosures in recent months, Ensol claimed 95, and rural cooperative Tipmont REMC registered 92—but AGL Energy remains mired at 10, a fresh disclosure in August marking only incremental progress from its 6 in 2022.
The headline
Fifty-three canonical disclosures across the sector yield a mean NPS of 53.8 and a median of 60.0, both trailing the cross-corpus median of 74. The lag is notable but not uniform: 2026 data alone (eleven disclosures through August) deliver an average of 74.7 and a median of 87.0, suggesting meaningful upward drift among firms that publish transparently. The sector's historical volatility—2018 averaged just 14.7, while 2021 hit 69.6—underscores the difficulty of sustaining reliability and brand warmth in commoditised or infrastructure-dependent markets.
NPS evolution
The trajectory since 2016 has been erratic. After modest 2016–2017 performance, scores collapsed in 2018 before climbing unevenly through 2021, slipping again in 2022, and rebounding sharply this year. The 2026 cohort's 87-point median represents the highest on record, driven by renewable-energy specialists and cooperatives that embed community engagement in their operating models.
Disclosure volume
Annual disclosure counts peaked in 2020 (ten canonical data points) before moderating. The 2026 count of eleven—already achieved by mid-August—points to renewed momentum, likely reflecting competitive pressure to demonstrate customer centricity as energy transition narratives intensify and regulatory scrutiny grows.
Company stories
SunPower's transformation arc
SunPower jumped 39 points from 51 in August 2022 to 90 across three 2026 disclosures, the most recent on August 3. The solar installer tied the score to its "customer transformation journey" and singled out the Megawatt Millennium Solar Project as a milestone. A May disclosure cited completion of 26 commercial projects for Starbucks with the same 90 result, signalling consistent execution at the account level and a shift from transactional hardware sales to managed-service delivery.
Apogee's swing and others at the top
Independent energy retailer Apogee moved from 36 in January 2020 to 78 a year later, the largest recorded delta in the set. Meanwhile E.ON logged 97 in August 2025, the highest single score in the corpus, and solar specialist Ensol claimed 95 in June 2026, asserting the figure sat "significantly above the sector average of 40." Enphase Energy reached a record 82 in April and again in May 2026, coupling the score with unspecified improvements in support infrastructure.
AGL's protracted recovery
Australian incumbent AGL Energy disclosed 6 in August 2022 and 10 in August 2026, framing the gain as evidence of "turnaround strategy" traction. The persistence of a single-digit score—even after four years of remediation—illustrates the durability of reputational damage in retail energy, where billing disputes, tariff complexity, and call-centre friction compound rapidly. A 2017 disclosure showed an internal app pilot hitting +42, a reminder that pockets of innovation can emerge even when the enterprise score lags.
Fresh in 2026
Eleven disclosures since January reveal a cluster of strong performers and one laggard working through legacy issues:
- Ensol at 95 (June), positioning itself well above an internal benchmark of 40.
- Tipmont REMC at 92 (July), continuing the cooperative's emphasis on member experience.
- SunPower with three 90-point readings (May, July, August), each tied to discrete project milestones.
- SHAPE Australia at 87 (May), reflecting client satisfaction in construction-facing energy services.
- Enphase Energy Inc at 82 (April and May), marking sequential quarterly records.
- Bodhi at 65 (March), disclosed ahead of its acquisition by OneEthos.
- Bord Gáis Energy at 39 (February), shared alongside a brand relaunch and €72.5 million profit.
- AGL Energy at 10 (August), the sole negative-territory result in this year's cohort.
Older nuggets worth a second look
- Shell in December 2017 documented a global transformation lifting NPS from below 20 to 60 across more than 30 markets, paired with customer-satisfaction scores rising from 6.4 to 8.5.
- British Gas in August 2017 reported NPS climbing from 45 to 75 while cutting bad debt 90 percent and accelerating growth 30 percent, a rare integration of financial and experience metrics.
- UK challenger Good Energy posted 46 in July 2016, contrasting sharply with a Big Six average of –29 and spotlighting the advantage of mission-driven branding.
- An August 2017 AGL trial of a bill-shock app achieved +42, though the company's enterprise score remained negative—an early signal of the bifurcation between pilot success and systemic change.