For utilities, you, the rate-payer, are not the customer. The customers are the politicians and bureaucrats that "regulate" them.
Everything these companies do is about pulling the wool over the ratepayers eyes, so the masses don't complain to the politicians. Did you see the latest ad about how they're working hard to deliver service, and the article about the latest donation they made to some non-profit. The media tells my its all good, so it must be