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, formerly known as the Review of North American Electric and Gas Company Websites, has quickly become the industry standard for assessing website improvements as they relate to customers’ contact preferences.


Participation

The 2021 study is now closed. If you’re closely involved with your utility’s website strategy and would like to participate in the next study, please fill out the form below and we’ll reach out to you when it launches in 2023.


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.

Study results



If you’re a subscriber, these links will take you to the study deliverables. If you’re not currently a subscriber, you may contact us for information on membership to pertinent E Source services.