Utility contact centers are a core piece of the utility customer experience. Customers want quick, easy answers to their questions, and you need to deliver on these expectations. The E Source Contact Center Performance study compares utility contact center staffing and performance, giving you valuable insight into how your organization and the industry are serving customers. It’s open to utilities in the US and Canada.

Our survey results will help you better understand utility contact center performance in these key areas:

  • Agent staffing
  • Agent interactions by channel
  • Key performance indicators (KPIs)
  • Contact center operations

What you get

All participants will receive access to a webinar where we’ll share results and highlight key insights and trends. Participating members of the E Source Contact Center Optimization Service will receive:

  • Access to best-practice reports, webinars, and networking events
  • A personalized summary data review with an E Source expert (upon request)

Participating utilities that aren’t members of the Contact Center Optimization Service will receive an executive summary data review with an E Source expert upon request. If your utility doesn’t subscribe to the Contact Center Optimization Service but you’re interested in receiving the full set of deliverables, please contact us.


The 2023 study is now closed. If you’re familiar with your utility’s contact center and would like to participate in the next survey, please fill out the form below.


E Source periodically gathers data from electric and gas utilities across the US and Canada. A set of base metrics, developed from E Source expertise and member utility input, informs the survey questions.

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.