Every year, we survey residential utility customers on a variety of important energy-related topics. In 2017, we asked about revenue-generating products, voice-recognition devices, smart lighting color tuning, trade allies, direct load control programs, home energy audits, customer effort, and utility communications. Previous studies covered topics such as smart home technologies, communication channels, interaction preferences, brand perceptions, and customer satisfaction.
Methodology
The 2017 online survey included 1,026 residential utility customers in all US Census regions. E Source designed the study and analyzed the data, which was collected by a third-party vendor. We applied a post-survey weighting scheme in 2008 and 2013, and in 2016 and 2017 we utilized hard census quotas in order to reflect each region’s (US Census and Canada) share of households in the total survey area. We applied soft quotas for gender, age, and income.
Study Results
Residential Utility Customer Survey 2017
Customer Insights Around the Connected Home: Results from the Residential Utility Customer Survey 2016
Residential Utility Customer Service Survey 2014
Residential Utility Customer Service Survey 2013
If you’re a subscriber, these links will take you to the study deliverables. If you’re not currently a subscriber, you may contact us for information on membership to pertinent E Source services.
Example of Residential Utility Customer Survey Findings
