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.
The 2023 Utility Employee Experience Survey will focus on contact center employees’ experiences at your utility, allowing you to cultivate a greater connection with them and commitment from them.
We’re looking for US or Canadian utility contact center managers or those who oversee contact center operations at their organization. This individual will be the main point of contact during the study and will help with distributing the survey to their contact center employees, encouraging employees to fill out the survey, and helping us distribute the results.
If you’re the person most qualified to help us survey your employees or have a colleague to recommend, please fill out the form below. We’ll contact you once we’ve opened the study.
We conducted the E Source Utility Employee Experience Survey as a pilot in the summer of 2022. We offered the survey to members of the E Source Contact Center Optimization Service, focusing on employees in utility contact centers. The results represent 379 responses from a random sample of contact center employees at one Canadian and 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 and Customer Experience Strategy Services.
For questions about the Utility Employee Experience Survey, contact us or call 1-800-ESOURCE (1-800-376-8723).
If you’re a subscriber, these links will take you to the study deliverables. If you’re not currently a subscriber, contact us for information on how to become an E Source member.