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 2019. More information about all of these studies is available from the topical sections below.

Market Research Projects 2019

Q1

January
Utility Website Benchmark
BMK

Contact Center Performance
VOU

February
Digital Metrics Web Analytics
VOU

February–March
Utility DER and Electrification Benchmark
BMK

Business Customer Satisfaction
VOC

Q2

May
Account Management Assessment
VOC

Utility Branding Survey
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