Voice of the customer (VOC)
Most recent content on this topic
New construction with ComEd
May 6, 2021
Learn how ComEd partnered with E Source Management Consulting to optimize the new-construction process and experience for residential customers who are building or renovating a home.
Case study
Billing and payments with Ameren
May 6, 2021
Learn how E Source Management Consulting helped Ameren develop a digital billing and payment strategy to help improve the overall customer experience and streamline operations.
Case study
E Source delivers road map to overcome major barriers to adoption of electric vehicles
Sannie Sieper | August 25, 2020
This press release describes the research E Source conducted for the Colorado Energy Office. The Colorado Electric Vehicle Education and Awareness Roadmap identifies barriers to electric vehicle adoption and highlights messaging strategies that will help the state overcome such hurdles.
Press release
What COVID meant, and means, for home upgrades in 2021
Liza Minor | May 3, 2021
According to the 2021 E Source COVID-19 Residential Survey, at least 10% of respondents have delayed a home upgrade because of the pandemic, but 25% of respondents said they’ll make at least one upgrade in 2021. This report helps you convert those customers into program participants.
Report
How customers prioritize paying their utility bills during COVID
Sarah Baker | June 24, 2020
Your customers want to pay their utility bills on time and in full. But due to COVID-19, some of your customers have needed to prioritize certain household bills over others. In the 2020 E Source COVID-19 Residential Survey, we asked customers how and why they prioritize their household bills.
Report
How mature is VOC in the utility sector?
Eryc Eyl, Heather Hilgenkamp, Laura Beausire | August 4, 2021
How do your voice-of-the-customer (VOC) management practices stack up against other utilities’ practices? Data from the E Source 2020 Customer Experience Survey reveal strengths and opportunities for improvement in managing VOC.
Report
Energy in the context of low-income customers' lives: Insights from E Design 2020 ethnographic research
Adam Maxwell | November 21, 2019
Low-income customers have a lot on their plate, and they're not thinking about (and often don't know about) the energy-related services utilities can offer them. Through this web conference, you'll encounter video and audio clips of low-income customers talking about their energy challenges.
Online event
Top-Rated Utility Websites Prioritize Customer Needs, According to 2019 E Source Study
Sannie Sieper | September 3, 2019
This press release announces the top utilities in 2019 E Source Review of North American Electric and Gas Company Residential Websites.
Press release
E Source announces top utilities in business customer satisfaction
Sannie Sieper | August 19, 2019
This press release announces the top utilities in large business and small and midsize business customer satisfaction, according to the E Source Gap and Priority Benchmarks.
Press release
Redefining the low-income customer experience
Lisa Markus | May 16, 2019
Join us for this one-hour web conference to learn how companies use market research, segmentation, customer journey mapping, innovative marketing techniques, and internal alignment to better understand and support low-income customers.
Online event
