E Source conducts two online surveys of utilities’ business customers: the Large Business Gap and Priority Benchmark and the Small and Midsize Business Gap and Priority Benchmark. Your utility can participate in one or both studies—each comes with its own dashboard, dataset, and reports to help you take action.
These studies allow you to assess your business customers’ most important needs as well as how successfully your utility is meeting those needs. We start by identifying the gap between your customers’ expectations and your utility’s performance. The gaps we analyze are specific to more than a dozen critical attributes related to your utility and its account representatives. We then tell you which areas of improvement are of the highest priority based on the attributes with the greatest importance and the largest gaps. From this foundational analysis, we recommend the steps your utility and its account reps should take to better serve and provide value to your customers.
These insights will help focus your attention on the issues that matter most to your customers and have the greatest demonstrated effect on customer satisfaction. They will also provide you with data to guide your customer experience initiatives.
How to Participate
Let us know if you’re participating by March 31, 2018. Opt in by emailing us or calling 1-800-ESOURCE (1-800-376-8723). Be sure to let us know whether you’ll be participating in the small and midsize business study, the large business study, or both.
Send us your customer lists by April 30, 2018. We’ve designed our study with a consistently defined sample frame and unbiased sampling methods. We’ll send your project lead an email with instructions for submitting background information about your utility and access to our Excel templates for providing your customer lists. Once your customer lists are ready, contact us and we’ll send you a secure link to transfer the data.
We’ll field the survey on June 1, 2018. After we’ve verified your customer lists, we’ll launch the survey. Your customers will receive up to three reminders to take the survey before it closes, and we’ll send you a progress update.
Schedule your optional data review. After the survey closes, we’ll analyze the data and prepare our reports. We’ll also reach out to members of the E Source Account Management Service or Business Customer Suite to schedule an optional custom results review.
Review the industry benchmark report and attend the web conference. After preparing individual participant deliverables, we’ll aggregate the data into industry reports for members of the E Source Account Management Service or Business Customer Suite. We’ll also share our findings during a member-only web conference.
What Do Participants Get?
Participating members of the E Source Account Management Service or Business Customer Suite will receive:
- An anonymized dataset. You can see your utility’s customer satisfaction scores and key performance indicators.
- Account rep response summary. Participants in the large business study will receive summaries for their account reps.
- An individualized online dashboard. You can access your utility’s gap and priority analysis and rankings to see how your utility stacks up to other utilities, given a sufficient number of customer responses (typically, 30 completes).
- An industry report and web conference. We’ll highlight best practices and trends.
- Consultation with E Source experts (by request). You’ll have the opportunity to review your results with the E Source team, and we’ll draw on industry best practices to help you formulate an action plan.
If you’re interested in receiving the full set of deliverables, but your utility does not subscribe to the E Source Account Management Service or Business Customer Suite, contact us.
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.