Utility account management departments are a core piece of the 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. If you’re interested in participating in the 2025 study, please read the information below and fill out the form.

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 advisory call 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.


Ready to join the 2025 study? We’re looking for utility professionals who hold management and leadership roles in account management departments. If that’s you, please fill out the form below and we’ll contact you.


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.