The E Source Utility Employee Experience Survey is an online survey of utilities’ contact center employees. Based on The 6 Es of cultivating engaged employees framework, this survey will help you better understand your employees’ experiences so that you can cultivate greater connections and commitment from your employees and achieve better outcomes. Participation in this study is included with membership in the E Source Contact Center Optimization Service, Corporate Communications Service, or Customer Experience Strategy Service.
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 Contact Center Optimization Service 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 the Contact Center Optimization Service will receive an executive summary data review with an E Source expert upon request. If your utility doesn’t subscribe to the Contact Center Optimization Service but you’re interested in receiving the full set of deliverables, contact us.
We offered the E Source Utility Employee Experience Survey to members of the E Source Contact Center Optimization Service 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 Contact Center Optimization, Customer Experience Strategy, and Corporate Communications Services.
For questions about the Utility Employee Experience Survey, contact us or call 1-800-ESOURCE (1-800-376-8723).