We heard your feedback, and we’re splitting the Digital Metrics Survey, formerly known as the E-Business Metrics Survey, into smaller, topically focused surveys. The Digital Metrics Survey compares utility metrics on customers’ use of digital contact channels for key journeys and other digital activities, including:

Outage interactions
Paperless billing
Payments
My Account registrations and logins
    Start- and stop-service orders
    Web analytics metrics
    Digital vendor services

Since 2002, E Source has been surveying North American utilities on key digital metrics. With the help of Energy E-business Consortium (EEC) members, we developed the current version of the survey to help standardize the metrics, enabling industry-wide comparisons.

What you get

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

  • A comprehensive report with key findings and considerations from the survey
  • Individualized comparisons to other utilities
  • In-depth reports that explore specific topical areas
  • Access to a member-only web conference where we’ll detail the most relevant findings

If you’re not a member of the E Source E-Channel Service, but you’re interested in more of the results, please contact us.

Example of E-Business Metrics Survey findings

This is a thumbnail of a chart from the E Source Data Snapshot on utility vendors

Utilities Predominantly Use Vendors to Build Tools and Services for Both Utility and Customer Uses

Participation

We’re looking for a point of contact who is willing to gather metrics from across different departments at your utility. We may limit participation based on your utility’s customer count. If you’d like to participate, fill out the form below.

Methodology

The biennial Digital Metrics Survey gathers data from electric and gas utilities across the US and Canada—from small municipal utilities to large investor-owned utilities. Survey questions are created from a set of base metrics that were developed with the help of EEC members and E Source expertise.

Study results

E-Business Metrics Survey 2016 E-Business Metrics Survey 2014 E-Business Metrics Survey 2013 E-Business Metrics Survey 2012

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.