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What Business Customers Want from Their Utility Website: Results from the E Source Business Website Review 2012
October 30, 2012
In our first benchmarking study of utility websites from the business customer perspective, we analyzed 10 different web features on 77 different websites and provide benchmark rankings of the results.
Content type: Benchmark Study | Document ID: ECS-BMK-WebBusiness-12 | Author: Stephanie Spalding
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
Review of North American Electric and Gas Company Websites: 2011
September 15, 2011
In this, the fifth installment of the E Source benchmark review of U.S. and Canadian utility websites, we analyze 29 features searched for on 100 different web sites and provide benchmark rankings of the results.
Content type: Benchmark Study | Document ID: EBiz-BMK-Web-11 | Author: Kim Burke, Stephanie Spalding
2009 Review of North American Electric and Gas Company Web Sites
September 17, 2009
In this, the fourth installment of the E Source benchmark review of U.S. and Canadian utility web sites, we analyze the reviews of 31 features and functions on 100 different web sites, including 4 features tested on mobile devices.
Content type: Benchmark Study | Document ID: EBiz-BMK-Web-09 | Author: Florence Connally and Stephanie Cary
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
2005 Review of U.S. Electric and Gas Company Web Sites
November 1, 2005
As electric and gas companies offer more online customer service offerings, the customer’s experience becomes even more important to the successful use of these services. To gauge how successful electric and gas company web sites are serving their residential customers, in 2004 and 2005, E source reviewed ...
Content type: Benchmark Study, Best Practice, Market Study, Research, Service Report | Document ID: EBIZ-5 | Author: Florence Connally, Matthew Joyce
2004 Review of International Electricity and Gas Company Web Sites
September 1, 2004
In this review of more than 800 pages from 73 Web sites of electricity and gas companies serving customers in Africa, Asia, Australasia, Canada, the Caribbean, Europe, and South Asia, we rated sites on how many of the 18 essential features and functions were offered and how easy it was to use and access ...
Content type: Benchmark Study, Best Practice, Market Study, Research, Service Report | Document ID: EBIZ-3 | Author: Florence Lu
2002 Review of Electric and Gas Company Web Sites
March 1, 2003
During the summer of 2002, the E Source E-Business Service reviewed the Web sites of the largest energy and utility companies in North America as well as a representative set of sites from midsize and smaller energy companies. We looked at the functions each site supports and assessed how easy each tested ...
Content type: Benchmark Study, Best Practice, Market Study, Research, Service Report | Document ID: EBIZ-2 | Author: Andrew Heath
