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:

  • CX strategy
  • CX initiative prioritization
  • CX staffing
  • Customer and employee feedback
  • CX metrics and vendors

What you get

All participants will receive access to an executive summary and webinar of results, highlighting key insights and trends. Participating members of the E Source Customer Experience Strategy Service will receive:

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

If your utility doesn’t subscribe to the Customer Experience Strategy Service but you’re interested in receiving the full set of deliverables, please contact us.


The 2024 study is now closed. If you’re familiar with CX management at your utility and would like to participate in the next survey, please 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. We also included a small representative sample of utilities with fewer customers. We crafted the survey questions using input from CX leaders, frequent questions related to CX asked through our Ask E Source program (PDF), and E Source expertise and knowledge of CX best practices. Learn more about the CX solutions we deliver through the E Source Customer Experience Strategy Service.

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.