The Digital Metrics Survey compares utility metrics on customers’ use of digital contact channels for key journeys and other digital activities, including:

  • Web analytics
  • Start-, stop-, and transfer-service orders
  • Bill payment
  • Outage interactions

Since 2002, E Source has been surveying US and Canadian utilities to make industry-wide comparisons on key digital metrics.


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 E-Channel Service will receive:

  • Access to best-practice reports, webinars, and networking events
  • A personalized data summary upon request

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


Participation

The 2021 Digital Metrics 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 user metrics for website data, start-, stop-, and transfer-service orders, bill payment, and outage interactions.


Methodology

The E Source Digital Metrics Survey gathers data from electric and gas utilities across the US and Canada—from small municipal utilities to large investor-owned utilities.

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.