Utility Customer Research Consortium Service
Most recent content on this topic
The low- and moderate-income customer energy assistance journey
Ben Nathan | April 23, 2025
Join us to learn about this landmark, energy assistance LMI customer journey mapping multiclient study, its key findings, and recommendations.
Online event
Shifting customer connections and perceptions: Findings from the 2024 State of Utility Customer Survey
Patrick Woodworth | February 13, 2025
The findings from the 2024 State of Utility Customer Survey reveal a steady erosion of how customers rank their utility in terms of customer service, ease of interacting with their utility, and reliability.
Online event
Managing the affordability crisis
Jamie Wimberly, Bob Cooke, Tom Martin | June 6, 2024
The traditional approaches to keeping customers current and out of debt aren’t working as intended. We’ll be discussing alternative approaches to arrearage management, as well as how to use data science to be much more proactive and precise.
Online event
Heat-related disconnection moratoriums: Critical review and policy recommendations
Ben Nathan | May 9, 2024
In the summer of 2023, the City of Phoenix experienced 54 days of extreme heat – over 110 degrees. SRP began the process of reviewing its moratorium policy and practices to determine if a policy change was necessary. This process involved stakeholder interivews, customer surveys, and more.
Online event
Key highlights and memorable moments from the 2023 Forum
Sara Patnaude | December 12, 2023
The engagement and enthusiasm that was seen at the E Source Forum 2023 reaffirmed our industry’s dedication to continuous improvement and customer-centric innovation. In case you missed it, here are some highlights from the event.
Newsletter
E Source commits to helping utilities address energy affordability and equity challenges for vulnerable customers
Sannie Sieper | October 30, 2023
This press release announces the launch of the E Source Affordability and Equity practice, which merges best-in-class research and advisory capabilities with expertise, data science, and implementation services to help utilities better serve vulnerable customers and communities.
Press release
Fostering energy affordability and equity in the utility space
Ben Nathan | November 7, 2023
Energy affordability and equity are core to our mission at E Source. Join us to learn how utilities can navigate challenges and better serve their income-qualified and other vulnerable and underserved customers and communities.
Online event
Life hacks: How younger generations manage their daily lives in a tech-driven world
Patrick Woodworth | August 16, 2023
Take a peek into the daily life of millennials and Gen Z. Technology, apps, the internet—these are ingrained in the habits of the next generation of utility customers and employees. We’ve invited several of these next-gen customers to tell us how they use technology and what it means for utilities.
Online event
Contact center discussion series: How best-in-class contact centers approach quality and planning
Patrick Woodworth | July 27, 2023
Contact centers can be a tricky business with a lot of moving parts, but there are simple metrics and processes that can improve these operations. Join Tim Montgomery, a 30-year contact center veteran, as he leads a discussion on metrics, quality monitoring, and technology trends shaping the future.
Online event
Using data to help LMI customers
Patrick Woodworth | February 28, 2023
E Source has been working with three utilities and the Edison Electric Institiute to use the E Source Audience of One solution to precisely identify cohorts within the low- and moderate-income (LMI) population and align those cohorts with specific treatments and engagement approaches.
Online event
