Understanding your customers is an important aspect of showing empathy and offering appropriate programs and services during the pandemic. To help you engage with your customers and better serve them, we conducted the first E Source COVID-19 Residential Survey in the spring of 2020. The survey gathered information from US and Canadian respondents about their needs during the pandemic.

We asked customers about their:

  • Satisfaction with their utility
  • Ability to pay bills now and in the next few months
  • Interest in various bill-assistance programs
  • Ranking of the service bill they’re most likely to pay first (electricity, natural gas, water, phone, or internet)
  • Interest in rebates and incentives for home improvement projects that have been delayed due to COVID-19

We fielded the same study in February 2021 to gain updated insights on customers’ thoughts on how their utilities have responded to the pandemic.

What you get

If you’re an E Source member, you’ll get access to reports and webinars featuring data from the COVID-19 Residential Survey. Your access is limited to the services your utility subscribes to. If you’re interested in receiving a specific report, but your utility doesn’t subscribe to the E Source service that hosts that content, please contact us.


We asked residential utility customers across the US and Canada for their thoughts on how their utilities have responded to the pandemic. We included questions on customer satisfaction, billing and payment, and utility programs.

We first fielded the survey online in May 2020 with 2,024 residential utility customers. We included customers of electric, natural gas, and water utilities. We recruited participants using a purchased sample of US and Canadian residential households from Dynata, a global online market research firm.

We fielded the second iteration of this study in February 2021 with 5,013 residential utility customers. We added a few new questions and response options to the questionnaire but kept the overall survey the same so we can identify trends from study to study.

We set quotas for gender, age, income, and geographic location. We applied a postfieldwork weighting scheme using geographic and demographic data to make sure responses were representative of US and Canadian populations. In general, a sample size of 2,000 completed surveys yields a margin of error of about ±2% at the 95% confidence level. When looking at a subgroup of responses, the margin of error increases.

Study results

Data from this survey is ready for you! Please submit an Ask E Source inquiry with your questions about better meeting your customers’ needs during COVID-19. We’ll get you answers that are relevant to your service territory.

Ask E Source