Utility Employee Experience Survey

What you’ll get

All participants will receive an invitation to a webinar where we’ll review and discuss highlights from the study results. Participating members of the Customer Service Operations subscription will receive:

• Access to best-practice reports, webinars, and networking events
• A personalized summary data review with an E Source expert upon request

Participating utilities that don’t subscribe to Customer Service Operations will receive an executive summary data review with an E Source expert upon request. If your utility doesn’t subscribe to Customer Service Operations but you’re interested in receiving the full set of deliverables, contact us.

Methodology

We offered the E Source Utility Employee Experience Survey to members of the E Source Customer Service Operations subscription in 2022 and expanded to include members of the E Source Customer Experience Strategy and Corporate Communications Services in 2023. The survey focuses on employees in utility contact centers. The 2023 results represent 140 responses from a random sample of contact center employees at three US utilities of varying sizes. This study doesn’t represent the industry as a whole, so consider the results to be directional rather than absolute.

We crafted the survey questions using the 6 Es of cultivating engaged employees framework, input from utilities, and E Source expertise in employee engagement research. Learn more about the research and solutions we offer through the E Source Customer Service Operations subscription, Customer Experience Strategy, and Corporate Communications Services.

Questions?

For questions about the Utility Employee Experience Survey, contact us or call 1-800-ESOURCE (1-800-376-8723).