PG&E Customers Say Their Trust in the Company Is Growing

Is PG&E becoming the energy company you want us to be? We’re working hard to make that true, but it’s not for us to say. It’s for you to say. 

Each year, we ask thousands of customers like you your opinions of PG&E, and in 2025, you told us you feel PG&E is heading in the right direction.

Your trust in PG&E increased in 2025 compared to the previous year, and more of you felt that PG&E is “On its way up."

We asked independent research provider Escalent to verify the feedback we’re getting from you. They separately survey hundreds of PG&E customers every quarter and they tell us they are seeing similar trends.

When compared to a set of U.S. utility peers, PG&E had the highest annual increase in residential consumer Brand Trust, according to the Q2’2025 Cogent Syndicated Utility Trusted Brand & Customer Engagement Residential study by Escalent. Escalent reported that only two companies nationwide achieved greater brand trust gains than PG&E in the Q3 study too. We saw continued progress in the fourth quarter, with brand trust up 6.1% within the year.

What’s driving those brand trust improvements?

The data says the biggest drivers are PG&E’s improving reputation, our increased customer focus, and your growing confidence in the reliability and quality of our service.

For example, you scored us 9% higher than last year when asked if we were a “well managed company” and 9.5% higher when asked whether we are a “company that keeps commitments." You also said you feel PG&E is “better prepared for emergencies.”

PG&E’s response to the recent Christmas storms may be a good example of our progress. Those historically powerful storms took out power for more than 750,000 customers. 

However, by utilizing AI to predict where storm impacts would be heaviest, we were able to pre-position crews and materials, and restore 87% of customers within 12 hours, and 95% within 24 hours.

We know that you see our progress in reducing wildfire risk, too.

We’ve now put 1,200 miles of power lines underground, cutting the risk of wildfire from our equipment by 98% in the process. Thanks to undergrounding, and a host of other mitigation measures, we really are better prepared for extreme weather than ever before. The proof? Our equipment hasn’t started a major fire in three years.

We also appreciate you’ve noticed the work we’ve done to reduce energy prices. 

Nationally, energy prices are going up, but the PG&E residential electric prices are now 11%  lower than they were in January 2024. It makes sense to us that Escalent’s survey showed customers like you rated us 9% higher than last year when asked if PG&E “offers reasonable rates for service provided."

Do we have work still to do? Absolutely. There’s always more we can do — and will do — to improve our service, our communications and the safety of our system. Our 29,000 coworkers commit themselves to that important obligation every day.

Our goal is to be in the top quartile of all utilities for Brand Trust by 2035. We want to be the type of energy company you love and deserve.  We know the best way to achieve that is to keep listening to and acting on your feedback. You have our commitment that we’ll continue do so.

About the author

David McCulloch is Vice President, Chief Communications and Marketing Officer for PG&E.  He joined PG&E in November 2022 and oversees how the company communicates with its 16 million customers in Northern and Central California.