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.


Account access

To provide account access, download our Microsoft Excel spreadsheet and follow the instructions within. We have a new process this year using a secure file transfer protocol (sFTP) service. Do not email your account access credentials to E Source—we’ll only accept credentials submitted via the sFTP process outlined in the spreadsheet. Account access credentials are due by January 1, 2019, when we begin our reviews. If you have any questions or need more information, please contact us.

Download  2019 Account Access Form (XLSX)

Every North American electric or gas utility that’s a member of the E Source E-Channel Service or has at least 500,000 residential customers will be included in the study. Utility companies that don’t provide account access will not be fully reviewed, which could significantly affect the overall score given in the benchmark results.


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.

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 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.