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
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 (upon request)
  • 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.


Fielded every other year, the 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

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.