E Source, a customer, grid, and technology solutions company focused on the utility sector, has announced the results of the E Source 2026 Website Benchmark. The annual study evaluated 43 secure-side utility websites across the US and Canada to assess how effectively they serve residential customers.
Since 2002, the study has measured website performance on desktop and mobile devices across four key components: findability, functionality, content, and appearance. Results from the 2026 Website Benchmark study show continued improvements in secure-side website usability, with the My Account experience rising to 85 out of 100—a 49-point gain from 2019—alongside improvements in key features, including My Energy Use, Online Bill Viewing, and Account Preferences.
In 2026, PG&E earned the highest secure-side score among utilities in the US and Canada, followed by ComEd.
PG&E and ComEd led the rankings through strong performance across desktop and mobile experiences, pairing intuitive navigation with robust functionality and content.
“One of the clearest trends in this year’s benchmark is that the top-performing utilities continue to raise the bar to improve their customers’ experiences when logging in,” said Jordan Ellison*. “The improvements we’re seeing in this year’s benchmark—particularly the improvement in My Account usability from 2023—show that utilities are making meaningful progress in helping customers complete key tasks online.”
Beyond the overall leaders, several utilities earned distinction for their performance within key industry segments:
- FortisBC was the highest-scoring Canadian utility, earning particularly strong marks for findability, which helps customers locate information and complete tasks efficiently.
- SMUD led public power utilities, delivering balanced performance across desktop and mobile experiences and one of the strongest appearance scores across the study.
- New Jersey Natural Gas was the top-performing gas-only utility, supported by particularly strong mobile performance and functionality scores that make it easier for customers to complete key account management tasks online.
- Colorado Springs Utilities earned the highest score among utilities serving fewer than 500,000 customer accounts, performing particularly well in functionality and demonstrating that smaller utilities can deliver digital experiences on par with much larger organizations.
“The utilities leading this year’s benchmark demonstrate what’s possible when digital experiences are intentionally designed around customer needs,” said Filomena Gogel**. “Our research continues to help utilities benchmark performance, identify opportunities, and learn from industry-leading practices. The progress we're seeing across the industry shows how these insights are translating into better online customer experiences.”
The Website Benchmark is part of E Source’s Digital Self-Service subscription, though participation is open to all utilities looking to improve their websites. Subscribers receive individualized recommendations, exclusive access to E Source experts, and leading practice reports to help them make improvements to their websites. Non-subscriber participants receive a more limited suite of findings to help them better understand industry trends. To learn about how the Digital Self-Service helps utilities improve digital channels, visit Digital Self-Service).
The next Website Benchmark study will evaluate public-side utility website features. To sign up to participate in the next study, visit Website Benchmark.
* Jordan Ellison is a lead market research analyst at E Source.
** Filomena Gogel is head of Research and Analytics at E Source.