The Top 5 Utility Mobile Application Trends to Watch
Imagine it’s February 11th, 2021 in Texas and you’ve woken up to the first day of a historical snowstorm—one that’s knocked out power for millions across the state. You walk quietly downstairs, trying not to wake everyone up, and pad into a cold and dark kitchen. There’s only one thing you can do right now: turn on your phone, and open your utility app. On a good day, you pay your bills and don’t give it another thought, but today? It’s a necessary lifeline for you and your loved ones.
Fast forward to 2025, and utility apps have become more integral than ever.
Customers now expect seamless, intuitive, and effortless digital experiences. Mobile apps are no longer a “nice-to-have” but a “must-have” for utility providers to stay competitive, and provide support for customers.
For utilities that have mobile applications, the work is not over with your initial release. Utilities must continue to drive innovation on mobile to provide customers with digital experiences that engage and meet new business needs.
According to the J.D. Power 2024 U.S. Utility Digital Experience Study, customer satisfaction with utility websites and mobile apps significantly lags that of other industries—and utilities do not appear to be doing enough to counter the trend. As the study points out, utility customer satisfaction hinges on easy-to-use mobile solutions. So to help utilities stay ahead of the curve, we’re diving into the top five trends shaping utility mobile apps in 2025.
Why Refresh Your Utility App?
At Mindgrub, we often see utility apps launch with a bang—then get neglected. Without regular updates, apps develop technical issues, frustrate users, and see ratings drop. In our review of the 20 largest utility companies, the average iOS app store rating was just 3.2/5, well below our recommended 4.5/5 target.
Low ratings don’t just signal a poor user experience—they also reduce downloads, lower search rankings, and limit visibility. Regular updates fix bugs, improve design, and add features that keep the app relevant. They also show users you’re listening, boosting trust and engagement.
And with cybersecurity more critical than ever, updates ensure your app stays secure and competitive—reinforcing your reputation as a leader in innovation.
Signs Your Utility App Needs an Update
We are often asked how frequently utilities should update their mobile application. The short answer is: it depends! Here are some of the signs that your app may need an update:
- Your app store ratings fall below 4.5 / 5 stars.
- User comments indicate increasing frustration in using the app.
- Your crash reports and bugs are increasing.
- Your design is starting to feel stale.
- Analytics show low user engagement.
- Downloads have tapered off.
In general, we recommend quarterly releases for utility mobile applications, encompassing both standard maintenance and the addition of exciting new features.
So what should you consider adding in 2025 to better engage your mobile users? Let’s dive into the top 5 utility app trends to watch:
Trend #1: Demand Response Management
With renewables on the rise, grid stability is key—and utility apps now help customers manage energy use in real time. How? By:
- Sending peak-time alerts to encourage energy-saving habits.
- Offering rewards for reducing consumption (even gamifying with leaderboards or badges to make things fun and engaging, see our case study on utility app gamification).
- Providing insights into usage patterns to boost awareness and efficiency.
Not only do these features help stabilize the grid, they empower customers to save on their bills and promote energy efficiency—a win-win!
Trend #2: Enhanced Outage Journey Experience
Power outages are frustrating, but a well-designed app can ease the stress. JD Power reports that clear outage communication significantly improves customer satisfaction, which is why many modern utility apps offer:
- Mobile-friendly, interactive outage maps with real-time updates.
- Outage trackers with details on affected areas and estimated restoration times.
- Push notifications to keep customers informed.
- Proactive messaging for weather events, wildfire risks, or planned maintenance.
By improving outage communication, utilities can build trust, reduce frustration, and cut down call center volume.
Trend #3: App Personalization
In 2025, personalization isn’t just a buzzword—it’s an expectation. Utility apps are using customer data to deliver tailored experiences, such as:
- Custom dashboards that show energy use, billing, and savings tips.
- Targeted recommendations that suggest programs based on user behavior.
- Localized content with weather-specific energy advice and outage updates.
- IoT & CRM integration for smart thermostat syncing and personalized insights.
- Customized tools for EV and Solar customers to empower.
By making the app feel like it’s designed just for them, customers are more likely to engage and stay loyal.
Trend #4: Advanced Transactions
Nobody wants to deal with clunky, outdated systems when managing their utility services. That’s why forward-thinking utilities are simplifying key transactions within their apps, such as:
- In-app start/stop/transfer services for greater customer convenience.
- Service requests & tracking to easily submit and monitor maintenance requests.
- Integrated marketplaces so users can get personalized product recommendations based on usage and account profile.
These enhanced transactions save time for customers and reduce operational costs for utilities.
Trend # 5: AI Additions
Artificial intelligence (AI) is revolutionizing utility mobile apps in 2025. By integrating AI-driven features, utilities can offer:
- In-app chatbots answer questions instantly, like “Why is my bill higher?” or “When will my power be restored?”
- Better outage estimates by allowing AI to analyze data for more accurate restoration times.
- Proactive energy tips for alerts on high usage, ideas for greater energy efficiency, and savings programs.
AI is all about being proactive and helping customers stay informed and engaged through every touchpoint.
“Gartner Survey reveals 85% of customer service leaders will explore or pilot customer-facing conversational genAI in 2025.” —Gartner Survey Findings
The Bottom Line For Utility Apps in 2025
Feeling excited but overwhelmed with mobile application possibilities? We get it, there’s a lot to consider and prioritize.
By embracing these five trends—demand response management, enhanced outage journey experience, app personalization, enhanced transactions, and AI additions—utilities can exceed customer expectations and build long-term loyalty and trust. And we’re here to help you make the strongest choice for your users and your business. Reach out to Mindgrub to find out how your utility app can zap the competition.
