Executive Summary Participants discussed moving beyond customer satisfaction scores to better understand trust, perception, reliability, affordability, communication, and the overall customer relationship. Several organizations are adding or shifting to broader measures because satisfaction alone does not explain what is driving customer views or what operational teams should act on. A second theme was connecting customer feedback to operational data. Participants described l

Across the conversation, the clearest message was that affordability is shaping almost everything. Higher bills, negative sentiment, regulatory pressure, and weather-related service issues are all dragging down satisfaction scores, even when operational performance is improving. Most participants said traditional satisfaction measures are becoming harder to use on their own because they are being overwhelmed by broader customer frustration around cost. The group shared a mix