Outages are not only service events. They are communication moments.
When power goes out, customers want to know what happened, what is being done and what they should expect next. A basic alert may be accurate, but it may not be enough. In a high-pressure moment, unclear or delayed communication can create frustration quickly.
Reliability pressure is becoming more visible. Recent research found that 55% of customers experienced a power outage in 2025.¹ At the same time, peak electricity demand could grow by approximately 26% by 2035, driven in part by AI workloads and electrification.²
Customers may not know all the factors behind those pressures. But they notice when service is interrupted. They notice when restoration takes time. They notice when updates are hard to find.
That is why outage communication needs to be clear, coordinated and easy to act on.
Customers need more than an alert
During an outage, customers are looking for practical information. They may want to know:
- Whether the outage has been reported
- When service may be restored
- What areas are affected
- Whether there is a safety concern
- Where to find updates
- What to do if they need additional help
Those messages need to be consistent across channels. If the website says one thing, the text alert says another and the call center has different information, customers lose confidence.
This does not mean every update has to be long. It means every update has to be useful.
Communication before the outage matters too
Outage communication does not begin when the lights go out.
Utilities can build trust before the next storm by helping customers understand how they will be notified, where they can check for updates and what steps they should take during a service interruption.
That may include bill messages, mailed notices, email reminders, mobile alerts, website updates or customer service scripts. Each channel has a role. The goal is to make sure customers know where to look and what to expect.
When customers already understand the process, they are less likely to feel left in the dark during the actual event.
Digital tools help, but they are not the whole answer
Digital channels are important during outages because they can support faster updates. But they cannot carry the entire communication experience.
Some customers may not have app access. Others may lose internet service. Some may rely on mailed information before storm season or call center support during an event. That makes channel coordination important.
The strongest outage communication strategy is not digital-only. It connects print, digital and service channels so customers receive clear information before, during and after an outage.
Clear communication supports customer service
Outages can increase pressure on customer service teams. When customers cannot find answers, they are more likely to call, submit duplicate reports or look for information elsewhere.
Clearer communication can help reduce that pressure. It can also help customer service teams stay aligned when questions come in.
The message does not need to explain every technical detail. It needs to help customers understand what is happening, what comes next and where to get reliable information.
Trust is built in moments that matter
For utilities, trust is built through reliability. It is also built through communication.
Customers may not control outages, demand growth or severe weather. But they do notice how well they are informed when something goes wrong.
At Matrix, we help utilities deliver clear, coordinated customer communications across critical touchpoints. From bills and notices to digital messaging and customer updates, communication works best when it is accurate, consistent and easy to act on.
The next outage may be hard to predict. The communication experience should not be.
Are your customer communications ready for the next high-pressure moment? Matrix can help. Visit matriximaging.com to start the conversation.
Sources
- Deloitte, “2026 Power and Utilities Industry Outlook,” Deloitte Insights. https://www2.deloitte.com/us/en/insights/industry/power-and-utilities/power-and-utilities-industry-outlook.html
- J.D. Power, “Affordability, AI and Outages Top Issues Keeping U.S. Utility Leaders Up at Night in New Year: J.D. Power Utilities Outlook 2026.”
