Account Management Assessment
Utility account management departments are a core piece of the business customer experience. Business customers want excellent service, and you need to deliver on their expectations. One way to help meet those needs is by participating in the Account Management Assessment.
Business Customer Satisfaction Study
Residential Utility Customer Survey
E Source regularly surveys US residential utility customers to track their energy behavior. The study covers a variety of energy-related topics such as customer and utility communications; customers’ purchasing behavior around technological products and services; and customers’ understanding and perception of energy-related terminologies.
Digital Metrics Survey
The Digital Metrics Survey compares utility metrics on customers’ use of digital contact channels for key journeys and other digital activities, including:
- Web analytics
- Start-, stop-, and transfer-service orders
- Bill payment
- Outage interactions
- Channels offered
- Vendor services
Since 2002, E Source has been surveying US and Canadian utilities to make industry-wide comparisons on key digital metrics.
Review of North American Electric and Gas Company IVRs
Since 2004, E Source has been benchmarking roughly 100 interactive voice response (IVR) systems to gauge how successful they are in serving residential customers. We rate the availability and usability of utility IVRs based on key features that are of the most importance to residential customers. Our study has become the industry standard for assessing IVR improvements as they relate to customers’ contact preferences.
Website Benchmark
Meter-to-Cash Performance Study
Meter-to-cash operations are often overlooked when it comes to improving the overall customer experience, and the related policies and procedures can have unintended consequences that hit utilities right where it hurts: their bottom line.
Despite these risks, you don’t need to worry; E Source is here to help you benchmark your operations and make enhancements that will improve your organization’s overall financial health while still delivering an engaging experience.
Canadian Residential Customer Insights Center
E Source regularly conducts a survey of Canadian residential customers to learn about their energy-use patterns and trends, behavior, attitudes toward conservation, program needs, and channel preferences. Our analysis of the data will help you align your marketing plans with the needs and expectations of customers.
Utility DER and Electrification Benchmark
Distributed energy resource (DER) and electrification programs are a growing priority for many utilities in the US and Canada. Utilities are challenged in several ways—from high-level strategy and planning to more tactical efforts such as rate-making, program and service development, customer education and communications, and the evolution of internal organizational structures.
Utility Solar Website Benchmark
In 2017, E Source launched a first-of-its-kind Utility Solar Website Benchmark study. Real residential customers, trained to be expert reviewers, scoured more than 110 US and Canadian utility solar-related websites and rated them based on criteria such as navigation, functionality, appearance, and relevance. They also documented key types of educational information and solar decision-making tools provided online.
Let's meet today's demands - and plan for what's next.
What challenge is top of mind for your team right now? Reach out to start a focused conversation about your priorities and explore solutions shaped around your specific goals.