Voice of the customer (VOC)
Most recent content on this topic
What do your residential customers think about electrification?
Liza Minor, Paige Martin Cox | October 29, 2024
The E Source Residential Electrification Survey explores customer interest, readiness, and knowledge around electrification technologies. Learn what homeowners think about fuel-switching, what they understand about electrification, and what motivates them to buy new technologies.
Ebook
Which customers are likely to buy an EV within the next five years?
Paige Martin Cox | April 25, 2024
Utilities need to know more about future EV buyers to design effective marketing campaigns that reach them. Our latest report delivers insights on the next wave of EV buyers.
Report
Equity and the utility customer: Findings from 2023 surveys
Ben Nathan | January 18, 2024
In 2023, the Equity in the Clean Energy Economy collaborative conducted two voice-of-the-customer surveys focused on various equity-related issues. Join us to dive into the survey findings and what they might mean for utilities and their efforts to improve affordability and equity.
Online event
E Source study reveals increased focus on utility website accessibility in 2023
Sannie Sieper | November 13, 2023
This press release announces the full rankings of the E Source 2023 Website Benchmark. Conducted every other year since 2002, the Website Benchmark measures the user experience of utility websites accessed from mobile devices and desktop computers.
Press release
Large business customers desire energy reliability, effective emergency communications, and trustworthiness
Sannie Sieper | October 19, 2023
This press release announces the results of the E Source 2023 Business Customer Satisfaction Study, an annual survey of more than 600 large business utility customers.
Press release
Small and midsize business customers desire energy reliability, trustworthiness, and effective emergency communications
Sannie Sieper | October 19, 2023
This press release announces the results of the E Source 2023 Business Customer Satisfaction Study, an annual survey of more than 1,400 small and midsize business utility customers.
Press release
LMI customer perspectives: Findings from the LIEIF DSM survey
Ben Nathan | August 22, 2023
From COVID to inflation, low- and moderate-income customers have faced numerous economic challenges in recent years. Their experiences with and expectations for utility service and demand-side management offerings are important to understand so you can adjust your offerings to meet customer needs.
Online event
Residential utility customers still have a lot to learn about EVs
Steven Day, Paige Martin Cox | August 29, 2023
Do residential utility customers have a good understanding of EVs, EV programs, and EV technology? If not, what should utilities focus their education efforts on? In this online exchange, we’ll discuss our latest EV survey results and explore how this data can guide your customer education efforts.
Online event
Beyond listening: Turning customer feedback into action
Chad Garrett | April 26, 2023
Utilities have an overwhelming amount of customer feedback available to them at all times through surveys, call transcripts, social media posts, focus groups, and more. But how are they to organize this mass of data and use it to create concrete improvements for customers?
Newsletter
UCRC annual state of the customer survey findings
Jamie Wimberly | January 24, 2023
Every year, the E Source Utility Customer Research Consortium conducts a national survey of more than 1,000 customers on requirements and preferences. We call this our “money ball” survey and use it to test our most basic assumptions of what drives utility customer value and satisfaction.
Online event
