Are there any public utility companies using Qualtrics to measure CSAT?

Hi, dunmoresl -- nice to meet you and apologies for the late reply. We are the National Library of Medicine, a national library similar to the Library of Congress which is the nation's biomedical library. We are not a public utility like you are, but we provide a public service so this is a worthwhile company to have.
We have a small CX team in our IT organization; we own both the technical implementation of analytical tools and consulting, partnership, and thought leadership with product teams across the organization. There is also a CX team in one of our divisions that manages our genomics data products.
In terms of promoting change, we use a mix of measures including CSAT, NPS, and task accomplishment to help product teams understand who their customers are, and to identify and manage potential improvements to their products. This represents a cultural change for many product owners, and different teams are at different places along the learning curve.
I hope that's helpful and would be happy to continue the conversation!