Conducted every other year since 2002, the E Source Website Benchmark measures the user experience of utility websites accessed from mobile devices and desktop computers. The utilities with the most usable and accessible websites in the US and Canada in 2021 are PPL Electric Utilities and Exelon Utilities (based on ComEd’s website).

E Source will recognize these top-performing utility companies on September 30 at E Source Forum 2021. Based on industry trends in user experience and utility feedback, E Source designed custom methodology for each of the study’s four usability components: findability, functionality, content, and appearance.

  • Findability: Percentage of successful attempts to find, average pages visited to find the feature, and average time to find the feature
  • Functionality: The inclusion of critical functions and functions that improve the experience
  • Content: The inclusion of critical content and formatting, the reading level of the content, and the steps required to reach the content
  • Appearance: Average customer rating

“Utilities are prioritizing responsive website design more than ever before. In 2021, 91% of websites tested were responsive, meaning the design of the website changes to best fit the screen size the customer is using,” explains E Source analyst Cory Coggins. “In 2019, the number of responsive websites in our study was 73%. As more customers are using mobile devices, utilities have evolved to offer a better mobile customer experience on their websites.”

“Accessibility has become a focus for utilities to help customers with disabilities and limitations easily use their website,” says Heather Hilgenkamp, PhD, manager for E Source market research. “In 2019, 5.2% of the utility web pages we tested met the highest standard for compliance with the Americans with Disabilities Act. In 2021, 8.9% of the utility web pages tested met the standard. While this is still a small number, we’re heartened to see more utilities making accessibility a priority in their website design.”

The 2021 study assessed the top 10 features (on both a mobile device and a desktop computer) of 85 US and Canadian utilities’ websites between January and May 2021.

© E Source (2021 Website Benchmark). Notes: In 2021, we assessed one utility on behalf of the parent company, unless a utility opted in to have more than one operating company reviewed. *We didn’t have account access to the secure portion of this website.
1PPL Electric Utilities653
2Exelon Utilities (based on ComEd’s website)649
3Alliant Energy646
4Xcel Energy642
5Consumers Energy641
5WPS (on behalf of WEC Energy Group)641
8Sacramento Municipal Utility District637
9Columbia Gas of Ohio632
11PSEG Long Island631
13Duke Energy625
13Avista Utilities625
13Ameren Illinois (on behalf of Ameren Corp.)625
17AEP Ohio (on behalf of AEP)623
19Colorado Springs Utilities617
22Georgia Power610
23MidAmerican Energy609
24Pacific Gas and Electric Co.608
25DTE Energy*605
27Southern California Edison602
28Énergie NB Power597
29AES Ohio (formerly Dayton Power & Light)596
29Duquesne Light Co.596
31Puget Sound Energy*595
32Tampa Electric*594
33Southern Company Gas593
34Alabama Power591
35Arizona Public Service*587
36Con Edison* (on behalf of Consolidated Edison)586
37Hydro One584
39Tacoma Public Utilities577
40Madison Gas and Electric574
42New Mexico Gas Co.*572
42Otter Tail Power Co.572
45Portland General Electric*569
45Central Hudson Gas & Electric*569
47Dominion Energy South Carolina568
47Pacific Power (on behalf of PacifiCorp)568
49LG&E and KU*565
50We Energies*564
51CPS Energy*561
52NV Energy*557
52Southwest Gas Corp.*557
54CenterPoint Energy550
55Washington Gas546
56Central Maine Power* (on behalf of AVANGRID)545
56Peoples Natural Gas545
58Piedmont Natural Gas542
59National Grid*539
60Manitoba Hydro*535
61Black Hills Energy533
63Nova Scotia Power*531
64BC Hydro*526
64Kansas Gas Service* (on behalf of ONE Gas)526
66West Penn Power* (on behalf of First Energy)525
67Silicon Valley Power*522
71Dominion Energy Utah512
72NorthWestern Energy509
73NW Natural*508
74Idaho Power*507
75Entergy Corp.*504
76Enbridge Gas*501
77UGI Utilities*499
78Toronto Hydro*488
80Austin Energy*482
81TXU Energy*476
82Spire Inc.*475
83Los Angeles Department of Water and Power*470

About E Source

E Source is a leading partner to more than 500 electric, gas, and water utilities and municipalities, and their partners, across the US and Canada. We provide data science, market research, benchmarking, and consulting services. Our 35 years of technology validation, market assessment, program design, and customer experience expertise help clients make informed, data-driven decisions; plan for tomorrow’s infrastructure needs; strengthen customer relationships; and meet critical business objectives while becoming more innovative and responsive in the rapidly evolving market.

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