E Source conducts voice-of-the-utility (VOU) and voice-of-the-customer (VOC) studies for nearly all facets of the utility business. Our expertise in market research best practices coupled with our knowledge of the utility industry means we give you actionable insights that help you compare yourself to your peers, enhance your customer relationships, and inform your long-term planning.

Market Research Timeline

This timeline lays out when we’ll start recruiting for the voice-of-the-customer (VOC) and voice-of-the-utility (VOU) studies we’ll be conducting in 2018. More information about all of these studies is available from the topical sections below.
Market research timeline showing Utility Marketing Survey, Utility Social Media Survey, and Customer Experience Survey in January; Direct Load Control Program Benchmark and DER Benchmark in March; Business Customer Satisfaction from March to May; DSM, DER, and Technology Organizational Structures in April; Digital Metrics in June; and Contact Center Performance in October.

Review of North American Electric and Gas Company Residential Websites

Customer Experience Survey

Digital Metrics Survey

Contact Center Performance

Utility Social Media Survey

Innovative Residential Rate Design and Pricing: Customer Preferences and Acceptance

Meter-to-Cash Performance Study