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Account Management Assessment 2011

Account Management Best Practices

December 14, 2011

Utility business account management groups often gauge their success by customer input, but a comparison to other utilities can deliver more-meaningful information. The 2011 Account Management Assessment provides in-depth, actionable data about account management practices across the utility industry. ...

Content type: Benchmark Study | Document ID: BAM-BMK-AMA-11 | Author: Alexandra Behringer, Sarah Fiebiger

Meeting the Online Needs of Small and Midsize Business Customers

December 13, 2010

Business customers who regularly visit their utility’s web site report higher utility satisfaction than those who never have. Organizing online content by industry segment makes it easy for businesses to find the information they need quickly.

Content type: Research Brief | Document ID: EBiz-RB-9 | Author: Kim Burke

Customer Adoption of Utility Bill Payment Channels and Tender Types

May 13, 2010

What channels are utility customers using to pay their bills? And what types of payment are utilities receiving—check, credit cards, cash?

Content type: Ask E Source | Document ID: EBiz-AskES-39 | Author: Alexandra Behringer

2007 Review of North American Electric and Gas Company Web Sites

September 28, 2007

For the third time, E Source has benchmarked the web sites of U.S. and Canadian electric and gas companies. Since our 2005 and 2002 reviews, Internet sites have rapidly evolved to include more features, and customers have become more willing to go online. To gauge how successful utility companies ...

Content type: Benchmark Study, Market Study, Service Report | Document ID: EBiz-7 | Author: Ethan Brown and Florence Connally

"How May I Help You?"

Chat Brings the Service into Online Customer Service

April 19, 2007

Online chat is nothing new. Some online retailers have been successfully using it for more than five years now. Even a number of utility companies tried out the tool a few years ago, though without much success. What has changed is that the mass market seems to be more willing to use this tool today ...

Content type: Focus Report | Document ID: EBiz-F-27 | Author: Florence Connally