How good is customer service at German municipal utilities really?

Status quo at StadtwerkeCustomer service in 2026

How can German municipal utilities optimize their customer service? Our study analyzes existing service channels and reveals clear discrepancies with customer expectations. Learn how the use of AI, such as AI agents, AI phone bots, and chatbots, can revolutionize customer service in the energy supply sector and effectively meet retrofitting needs.

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Methodology

For the study, 412 municipal utilities in Germany were analyzed in terms of their service offerings, first response time, and overall service quality. Publicly available information on the service channels offered was evaluated, and a test inquiry was sent by email to over 50 municipal utilities.

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Service channels offered

The analysis of the service channels offered shows a mixed picture: While some municipal utilities already rely on digital solutions, the overall offering often falls short of modern customers' expectations. It is particularly striking that many companies continue to rely heavily on traditional, manual processes.

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Evaluation of the response time

A key finding of the study: customer service at many municipal utilities is slower than expected. In a practical test, we sent a simple service request by email to 50 municipal utilities—but even after seven days, we still had not received a response from around 30% of them.