Utilities KPIs, Metrics & Benchmarks

KPIs & Metrics to Measure and Manage Utilities Performance

What are Utilities KPIs & Metrics?

Utilities providers produce and distribute energy – primarily electricity and/or natural gas – for households, businesses and industrial facilities. Utilities companies must have the right KPIs and metrics in place to measure customer service, production costs and utilization, environmental impact, grid reliability, distribution system maintenance (i.e., work orders, component reliability), and employee safety.

Using KPIs to Effectively Manage Utilities Operations

The utilities operations value stream can be broken down into 3 major parts – energy production and procurement, distribution and customer service. Each part of the value stream requires a specific set of KPIs. Metrics must also be tailored to the audience. For example, an executive responsible for managing the company’s distribution network (i.e., energy lines, transformers, substations, etc.) may want to see a snapshot of system reliability and maintenance costs. On the other hand, a front-line manager in the same area may need to look specifically at the number of outstanding work orders to determine how they can manage the backlog and stay on schedule.

The Top 6 Metrics for Utilities Providers

The most valuable utilities provider KPIs will differ based on operational scope and market focus. For example, certain utilities companies do not produce energy – they only maintain the distribution network and service customers. Other utilities companies may control the entire value chain, from production through customer service. If you had to select 6 metrics to assess enterprise-wide utilities operations for an executive-level meeting, these would put your presentation on the right path:

  1. 1.Total Number of Customers (Growth Rate, Retention)
  2. 2.System Average Interruption Frequency Index (SAIFI)
  3. 3.Operations & Maintenance (O&M) Expense per Circuit Mile
  4. 4.First Time Fix Rate (Work Orders)
  5. 5.Customer Contacts per Meter (Call, E-mail, Live Chat)
  6. 6.Overall Customer Satisfaction (CSAT)

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