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 at large are serving customers. 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)

What you get

All participants will receive a summary of results, highlighting key insights and trends. Members of the E Source Contact Center Optimization Service will receive:

  • A comprehensive report with key findings and considerations from the survey
  • Personalized data summary upon request

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


The 2021 Contact Center Performance Survey is now closed. If you’d like to participate in the next survey, please fill out the form below and we’ll reach out to you when we’re ready to field the survey. We’re looking for a point of contact who’s willing to gather and provide contact center operation and evaluation metrics. We may limit participation based on your utility’s customer count.


E Source periodically gathers data from large 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, you may contact us for information on membership to pertinent E Source services.