Most recent content on this topic
E Source Forum 2019 Speaker Interviews
January 8, 2020
Did you miss the 2019 E Source Forum? Or did you go but missed a session or two? Watch these short video interviews of some of the Forum 2019 speakers to learn more about the technology, DSM, marketing, communications, CX, account management, and distributed energy topics they covered.
Is Your Website Best in Class?
Heather Hilgenkamp | November 6, 2019
We recently revealed the results and rankings from the 2019 E Source Review of North American Electric and Gas Company Residential Websites, so we compiled some high-level results in an easy-to-digest infographic. How does your website stack up?
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.
How to Improve Your Utility Website: Findings from the 2017 E Source Website Benchmark Study
Read best practices based on industry-level findings from the E Source Review of North American Electric and Gas Company Residential Websites. The study analyzes website features, tested on computers as well as mobile devices, that are important to residential utility customers.
What's the Best Way to Design a Mobile Login Page?
We surveyed 114 utility websites for our 2017 E Source Utility Website Benchmark and learned how the top-quartile utilities (based on overall performance) link to their mobile login module for online account access. See industry examples and best practices for designing a mobile My Account login.
E Source answer
Does Anyone Allow Outage Reporting Via Location-Enabled Mobile Devices?
How can you make it easier for customers to report an outage? Take a lesson from organizations outside the energy industry. Companies such as Uber and AAA allow customers to use their mobile device's location services to request a ride or report a breakdown. Learn more in this Ask E Source answer.
E Source answer
Developing Your Future-Forward Customer Contact Channel Strategy
Keenan Samuelson; Jeffrey Daigle | March 21, 2019
Contact channels that weren't common a few years ago (such as chat) are now mainstream and necessary to deliver a positive customer experience. With so many new opportunities for connecting with customers, you need a clearly articulated strategy to prioritize your customer contact dollars.
Why you should have a mobile app and how to develop it without breaking the bank
Keenan Samuelson | December 5, 2018
According to the E Source Utility Mobile Apps: 2018 Industry Scan, 53% of utility companies don’t have a mobile app. New mobile options make it accessible for you to build a mobile experience no matter your budget. We cover your options in this report.
Move Away from the Anti-solar Moniker, Be a DER Educator
Alanya Schofield | December 13, 2017
Historically, utilities have been hesitant to provide solar options and information to customers because of load- and revenue-loss concerns. Unfortunately, this has led to many utilities being branded as anti-solar.
Top 10 customer-preferred utility website features
Abbas Madad, Heather Hilgenkamp, Laura Ruff Agard, Rachel Cooper | December 11, 2019
Which website features are most important to residential customers? Do preferences differ by electronic device? We’ve created an at-a-glance reference of the top customer-preferred utility website features for desktop, laptop, mobile device, and tablet.