Due to COVID-19, we’re delaying our voice-of-the-utility and business customer market research, and we’re extending our survey response time. See our study timeline for the most recent schedule.

For advice on how to respond to all the stages of the coronavirus pandemic, visit our COVID-19 resource center. And let us know if you have questions by sending us an email.

Market research timeline

This timeline outlines our plan for our 2020 voice-of-the-customer (VOC) and voice-of-the-utility (VOU) studies. More information about the studies is available from the topical sections below. The speech bubble icon indicates studies that require assistance from utilities, which could entail providing a customer list or filling out a survey.

Market research projects 2020

Q2

April
 
Electric Vehicle Residential Customer Survey
VOC


May
 
COVID-19 Residential Pulse Survey
VOC

 
Interviews: What Large Business Customers Really Want from Their Utility
VOC


Q3

July
Interviews: Solar Market Intelligence
VOC

Q4

October
VOU

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