Call for Participation: 2025 CMUA Residential Customer Satisfaction Study

CMUA Members,

We are excited to announce that the 2025 California Municipal Utilities Association (CMUA) Statewide Residential Customer Satisfaction Study will officially kick off in June 2025! Building on insights from the 2023 study, this research will provide a comprehensive, statewide evaluation of customer satisfaction, perceived value, and service priorities—empowering utilities to stay ahead of evolving expectations.

Once again, GreatBlue Research, CMUA’s trusted research partner, will conduct this study, continuing its track record of delivering actionable insights through both residential and commercial research.
 

Why Participate?

As customer expectations evolve and the energy landscape shifts, this study will provide critical insights into the key value drivers, service gaps, and opportunities that define public power and water’s competitive edge—especially in contrast to electric IOUs and private water companies. With a focus on both Water and/or Electric Services, this research will also shed light on key statewide issues such as infrastructure and emerging industry challenges. By participating, you gain access to data-driven benchmarks that will help guide strategic decision-making and strengthen your ability to meet the future needs of your customers and communities.

  • Stay informed on customer sentiment, perceptions, and satisfaction.

  • Benchmark performance against 2023 study findings and measure trends over time.

  • Understand customer expectations for both Electric and Water services across California.

  • Analyze key regional differences with breakouts for Northern and Southern California.

  • Optional Oversampling—customize the study to assess specific programs and strategic initiatives.

    To participate or get more information: Please contact Christopher Biggs, senior vice president, GreatBlue Research at (860) 740-4000 or Chris@greatblueresearch.com.

Survey Scope

  • 900 Residential Municipal Electric Customers

  • 300 Residential IOU Electric Customers

  • 1,200 Residential Municipal Water Customers

  • Total: 2,400 Customers

Participation & Cost

  • Statewide Study Participation – $70,000 (split evenly among participants)

  • Optional Oversampling – $15,000 (2-service oversample) or $7,500 (1-service oversample)
     

Next Step

  • Official Research Kick-Off Meeting: First week of June 2025