Due to COVID-19, we’re postponing our voice-of-the-utility and business customer market research through mid-April. We’ll continue to assess the situation and update our timeline soon.

For information on responding to the coronavirus crisis at your utility, refer to our COVID-19 resource center.

Thank you for your patience and understanding during this time of uncertainty. Please send us an email if you have any questions.

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

Q2

June
DR 2.0
VOU

Q4

October
Utility Trade Ally Network Comparison
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