E Source, a customer, grid, and technology solutions company focused on the utility sector, has announced the results of the E Source 2026 Website Benchmark. The annual study evaluated 43 secure-side utility websites across the US and Canada to assess how effectively they serve residential customers.
Over the past couple of years, E Source has collected insights into utility chat offerings. This quick hit highlights key trends across chatbot and live chat adoption.
Our data shows that live-agent and chatbot offerings are about equally prevalent among utilities, but chatbot adoption has increased more quickly over time.
Each year E Source celebrates utilities that are creating excellent experiences for their customers and providing a supportive and engaging workplace for their employees with the E Source Achievements in Customer and Employee Experience. We also recognize and celebrate the work smaller utilities do to provide quality experiences to their customers and award our top-scoring utility website in the E Source 2025 Website Benchmark.
Are you in the process of redesigning your utility website or prioritizing which website features to focus on first? E Source can help! Our research shows that providing a positive experience for the most important website features makes a good first impression with customers and keeps them coming back.
Conducted every other year since 2002, the E Source Website Benchmark measures the user experience of utility websites accessed from mobile devices and desktop computers. The utility ranked highest in 2023 in the US and Canada is Northern Indiana Public Service Co. (NIPSCO), followed by SMUD.
These two utilities had the top scores overall, had the highest mobile and desktop scores overall, and ranked at the top for many of the components assessed in the study, like functionality and content.
This report was authored by Luba Abrams, an independent marketing consultant. Prior to her role as a consultant, Luba worked at BGE for 13 years. She was initially recruited to oversee the marketing launch of BGE’s PeakRewards demand response initiative and residential and commercial energy efficiency programs.
E Source is pleased to announce that utilities are making progress when it comes to designing websites that meet customers’ needs. They’re also using responsive design more in 2017 than they did in 2015, according to the recently completed E Source Review of North American Electric and Gas Company Residential Websites: 2017.
Conducted biennially since 2002, this study measures how well utility websites engage residential customers and assesses website improvements as they relate to customer needs. The top utility websites in North America belong to:
Read best practices based on industry-level findings from the E Source Review of North American Electric and Gas Company Residential Websites. The study analyzes website features, tested on computers as well as mobile devices, that are important to residential utility customers.
E Source has just released the results of the 2019 E Source Review of North American Electric and Gas Company Residential Websites. The company revamped the study this year and collected tens of thousands of data points to determine the utility companies with the most user-friendly web experience.
Conducted every other year since 2002, this study measures the user experience of utility websites accessed from mobile devices and desktop computers. The utilities with the most usable websites in North America are KCP&L and SRP
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