Are your customers adopting online transactions at the same rate as other utilities? In the fall of 2009, E Source conducted a survey of electric and gas utility companies to determine the latest benchmarks for utility online services; we received responses from 47 utilities throughout the U.S. and Canada. This report provides the latest metrics for key online activities, including payment, paperless billing, registration, and service-order requests. We also look into the effectiveness of online enrollment for other utility programs, products, and services.