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Based on a national survey of 2,000 residential energy customers, ICF's 2026 Energy Customer Insights Report explores how rising costs are affecting households across the United States.
The research reveals that affordability is not a single customer story—it is a collection of distinct experiences shaped by financial pressure, emotional burden, customer confidence, and trust. Through four data-driven affordability personas, the report provides utilities with actionable insights to better support customers, strengthen relationships, and improve affordability outcomes.
What you'll learn:
- How customers are experiencing energy affordability in today's broader economic environment.
- Practical actions utilities can take to improve affordability outcomes and customer relationships.
- What four affordability personas reveal about customer needs and motivations.
- Why the "pinched middle" may be the most important segment for future affordability strategies.
Access ICF’s 2025 Energy Customer Insights Report now, and be the first to get the 2026 report at launch.
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