The E Source 2021 Account Management Assessment is now closed, but we are accepting advanced registration for the 2023 version. If you’re interested in participating, please read the information below and fill out the form.

Utility account management departments are a core piece of the utility business customer experience. Business customers want excellent service, and you need to deliver on their expectations. One way to help meet those needs is by participating in the Account Management Assessment. Our assessment compares utility account management departments and performance, giving you valuable insight into how your organization and the industry at large are serving business customers.


What you get

We’ll invite all participants to a webinar where we’ll discuss our key findings, and all participants will receive a data summary.

Participants who are members of the E Source Account Management Service will also receive:

  • An online dashboard with their individualized assessment, ranked against the performance of other utility participants
  • A personalized data consultation upon request
  • Access to reports on key insights and trends

If your utility does not subscribe to the Account Management Service but you’re interested in receiving the full set of deliverables, please contact us.


Participation

The Account Management Assessment should be completed by utility professionals holding management and leadership roles in account management departments. The 2021 survey is closed. If you’d like to participate in 2023, please fill out the form below and we’ll contact you once we’ve opened the study.


Methodology

Survey questions that indicate best practices in account management are scored and placed into one of four equally weighted categories:

  • Business customer experience and satisfaction
  • Account management structure
  • Business customer engagement
  • Account and sector planning

All utility weighted average scores are rolled up to create an overall ranking of participants. Utilities with more account management practices aligned with industry best practices will rank toward the top of the benchmark.

Study results


If you’re a subscriber, these links will take you to the study deliverables. If you’re not currently a subscriber, contact us for information on how to become an E Source member.