Curious how your utility’s customer experience (CX) efforts compare to those of other utilities? The E Source Customer Experience Survey is your chance to find out. It allows you to share your utility’s approach to managing and improving the customer experience, and the results will provide valuable insights about CX maturity, best practices, and next practices at utilities across the US and Canada. Use these insights to build your business case, increase executive support, and evolve your utility’s CX approach.

We poll utility CX professionals from across the US and Canada on a variety of CX issues and topics, including:

The CX business case
CX strategy
Prioritizing CX initiatives
CX staffing and budgets
    Customer and employee feedback
    Hiring, recognition, and training
    Journey mapping and personas
    CX metrics and vendors


We’re looking for utility personnel who are closely involved with their utility’s CX strategy.

The 2020 survey is closed. If you’d like to participate in the next study, fill out the form below.


The results of the E Source Customer Experience Survey represent municipal utilities, crown companies, and investor-owned utilities with more than 400,000 customers. Survey questions are based on input from CX leaders, frequent Ask E Source inquiries related to utility CX efforts, and E Source expertise and knowledge of CX best practices.

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.

Example of past Customer Experience Survey findings

This is a thumbnail of the cover of an ebook about employee engagement

Improving CX Through Employee Engagement