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 2020. More information about all of these studies is available from the topical sections below.

Market research projects 2020

Q1

January
Customer Experience Survey
VOU

Utility Marketing Survey
VOU

February
Business Customer Satisfaction
VOC

DR 2.0
VOU

Q2

May
How Customer-Centric Are DSM Departments?
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

Charting a Course for Utility Voice Assistant Development