Since 2002, E Source has been surveying North American utilities on various e-business metrics. In 2009, with the help of e-business managers at leading utilities, we developed the current version of the survey to help standardize the metrics, enabling industrywide comparisons. In 2011, we began asking utilities to provide their data as an annualized number. The current E-Business Metrics Survey explores several key online customer activities:

  • Paperless billing
  • Budget billing
  • Payments
  • Customer logins
  • Registered accounts
  • Start- and stop-service orders
  • Website and mobile interactions
  • Vendor services

Access Study Results

If you’re a subscriber, these links will take you to the following study deliverables. If you’re not currently a subscriber, you may contact us for information on membership to pertinent E Source services.


The annual E-Business 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 e-business managers at leading utilities, leveraging E Source expertise and knowledge of e-business best practices.