E Source has just released the results of the 2019 Website Benchmark. The company revamped the study this year and collected tens of thousands of data points to determine the utility companies with the most user-friendly web experience.

Conducted every other year since 2002, this study measures the user experience of utility websites accessed from mobile devices and desktop computers. The utilities with the most usable websites in North America are KCP&L and SRP

E Source will recognize these top-performing utility companies in September during an awards lunch at the E Source Forum in Denver. 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.  

“The utilities with top-rated websites have robust functionality; an intuitive user experience; and an appealing, coordinated design,” explains E Source senior analyst Keenan Samuelson. “What really set the best-performing websites apart was the clear focus on customers’ priorities.”

“This year’s study gave us a more complete look than ever at the usability of utility websites,” says Heather Hilgenkamp, PhD, lead analyst for E Source market research. “We saw a clear differentiator between companies that put an emphasis on the mobile user experience, which often lags behind the experience from a desktop, and those that didn’t.”

The E Source Review of North American Electric and Gas Company Residential Websites: 2019 assessed the top 11 features (on both a mobile device and a desktop computer) of 109 US and Canadian utilities’ websites between January and June 2019. This year’s methodology shifted to focus more on quantitative rather than qualitative data. The components of usability were scored based on these criteria:

  • 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
Note: Utility did not provide account access to the secure portion of its website. © E Source (2019 Website Review)
4NV Energy585
6PSEG Long Island579
8Pacific Gas and Electric Co.576
9Duquesne Light Co.569
10DTE Energy564
11Georgia Power563
12Consumers Energy562
13BC Hydro559
13AEP Ohio559
16Alabama Power557
17Public Service Electric & Gas Co.556
17Colorado Springs Utilities556
20PPL Electric Utilities552
21Duke Energy549
21Southern California Gas Co.549
21Sacramento Municipal Utility District549
25Portland General Electric546
26Orange and Rockland Utilities Inc.542
28TXU Energy540
29Ameren Illinois536
30Dayton Power & Light535
30National Grid 535
32Southern Company Gas532
33Ameren Missouri529
35Madison Gas and Electric525
35Rocky Mountain Power525
37Con Edison523
39Pacific Power517
40Toronto Hydro514
40Alliant Energy514
43Mississippi Power506
43Union Gas (Enbridge Gas Inc.)506
45Hydro One503
46Tacoma Public Utilities497
47PSNC Energy*496
49Énergie NB Power489
51Los Angeles Department of Water and Power478
52Black Hills Energy*476
53Southwest Gas Corp.*475
53Peoples Gas475
55Tampa Electric*473
56Otter Tail Power Co.471
59Appalachian Power*466
60MidAmerican Energy*464
60LG&E and KU*464
62Delmarva Power*463
63Xcel Energy*460
64Dominion Virginia Power*459
64We Energies*459
66Nashville Electric Service*458
66CPS Energy*458
68Atlantic City Electric*456
69New Mexico Gas Co.*454
70West Penn Power*453
72NorthWestern Energy449
73Enbridge Gas*447
74Westar Energy*445
75NW Natural*443
76Southern California Edison*441
78Kansas Gas Service*439
78Oklahoma Natural Gas*439
80Manitoba Hydro*437
81Washington Gas*429
83Central Maine Power*427
86Jersey Central Power & Light *425
88Nova Scotia Power*415
90Idaho Power*413
90UGI Utilities*413
92Texas Gas Service*412
94New York State Electric & Gas *410
95Atmos Energy*404
96Piedmont Natural Gas*402
96Columbia Gas of Ohio*402
99Peoples Gas*392
100Arizona Public Service*380
101Liberty Utilities379
105National Fuel Gas Co.*352
106Entergy Corp.*350
107CenterPoint Energy*345
108Ambit Energy*341
109Silicon Valley Power*304

About E Source

For over 30 years, E Source has been providing market research, data, and consulting services to more than 300 utilities and their partners. This guidance helps our clients advance their customer energy solutions and enhance their relationships, while becoming more innovative and responsive in the rapidly evolving market.

Public relations contact

Sannie Sieper, Director of Marketing, E Source
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Director, Marketing

Sannie Sieper is responsible for leading the marketing, event, and member communications for E Source. She is passionate about marketing...