Since 2002, E Source has been benchmarking roughly 100 utility websites to gauge how successful they are in serving residential customers. We rate the usability and availability of websites from both a computer and a mobile device on a variety of key features, including those accessed on the public side as well as on the secure side of the site. Our study has quickly become the industry standard for assessing website improvements as they relate to customers’ contact preferences.


Participation

We’re not currently accepting study participants. To be notified when work begins on the next study, please contact us.


Methodology

The E Source review is based on actual residential customer website use and feedback. It includes the largest gas and electric companies in the US and Canada, plus a representative set of small and midsize utilities. We recruit people from our local community in Colorado who are actual residential utility customers to conduct thorough assessments of the user experience and availability of North American electric and gas company websites. We hire people with a mix of ages and backgrounds to conduct the reviews. To ensure that we get a good overall sense of how customer-friendly a website is, multiple residential reviewers visit each site. However, each feature is evaluated by a single designated reviewer.

The overall benchmark score for each website is weighted equally on the user experience—which includes navigation, functionality, appearance, and relevance—from both a computer and a mobile device, as well as the availability of features on the website. The user experience of a given feature is judged based on reviewers’ best-practice experiences with all types of company websites, not just utility websites. The features are selected because of their importance to residential customers. We also considered input from industry leaders on which features are important to them and which features are most used by their customers.