Consumer Trends 2025: Utility Leaders Tasked With Strategically Addressing Affordability

Across the industry, the topic of affordability continued to surface in conversations among utility leaders throughout 2025. Chartwell researchers have noted the significance of the trend, and industry and consumer data continues to validate the idea that affordability challenges are creating hurdles for customers and utilities alike and are likely to continue to do so in 2026.

In many ways, the industry is experiencing a perfect storm. Inflationary factors and a challenging job market coincide with many utilities’ need to update aging infrastructure and generation sources. Fortifying reliability, stabilizing the grid, and updating infrastructure while delivering power at the lowest cost is a difficult and delicate task.

While many consumers note that energy burdens are becoming increasingly challenging, creative and compassionate solutions are emerging among utilities across North America. This report explores many of those initiatives, including insights from Con Edison, Consumers Energy, Entergy, Georgia Power, LG&E and KU, Manitoba Hydro, Puget Sound Energy, and others.

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