Utilities are operating in a very different environment than they were just a few years ago.
Demand is climbing. Infrastructure costs are rising. Customers are seeing higher bills. Reliability is under pressure from severe weather, grid constraints and growing energy needs. Deloitte projects that peak electricity demand could grow by approximately 26% by 2035, driven in part by AI workloads and electrification.¹
Customer expectations have shifted too. People expect companies to honor their preferred communication channel. They also expect key information to be easy to find. In one consumer insights study, 90% of consumers said it’s important for companies to honor their preferred communication method. Another 41% said they struggle to locate key information in company communications.²
Why does this matter for utilities? Because bills, notices, reminders and service updates aren’t just routine touchpoints. They’re often the most direct connection between a utility and its customers. When those communications are clear, consistent and coordinated, they reduce confusion and build trust. When they’re fragmented or hard to understand, they create more questions, more calls and more pressure on customer service teams.
This doesn’t mean print is going away. It also doesn’t mean digital alone solves the problem. The real opportunity is coordination.
Even as digital expectations rise, mail continues to play a practical role. USPS research shows households receive bills and statements by mail for concrete reasons: record keeping, convenience, lack of electronic setup and security/privacy.³
That same research reinforces that mail still drives action. First-Class advertising pieces had a 15% “very likely to respond” rate. Commercial marketing mail with a coupon rose to 20%. Among existing customers, that figure reached 37%.⁴
The takeaway isn’t that one channel should replace another. Communication needs to be coordinated, intentional and useful. Print and digital need to work together. Customers need information they can access, understand and act on. Utilities need communication processes that are efficient, reliable and scalable.
As the industry manages growth, cost pressure and changing customer expectations, communication performance will matter even more.
At Matrix, we understand how these communications perform at scale. We help utilities manage the print and digital touchpoints that keep customers informed and support stronger relationships — all under one roof.
In a changing utility environment, clear communication isn’t a nice-to-have. It’s part of how utilities build trust.
How well are your print and digital touchpoints working together? Matrix can help you find out. Visit matriximaging.com to start the conversation.
Sources
USPS Household Diary Study / HMS Diary Sample, FY2025 Q2–Q4, Tables 5.4 and 5.6.
Deloitte, “2026 Power and Utilities Industry Outlook,” Deloitte Insights.
Broadridge, “2025 7th Annual CX and Communications Consumer Insights.”
USPS Household Diary Study / HMS Recruitment Sample, FY2025 Q2–Q4, Table 4.5.
