Top-Rated Utility Websites Prioritize Customer Needs, According to E Source Study

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E Source has just released the results of the 2019 E Source Review of North American Electric and Gas Company Residential Websites. The company revamped the study this year and collected tens of thousands of data points to determine the utility companies with the most user-friendly web experience.

“The utilities with top-rated websites have robust functionality; an intuitive user experience; and an appealing, coordinated design,” explains E Source senior analyst Keenan Samuelson.

E Source has just released the results of the 2019 E Source Review of North American Electric and Gas Company Residential Websites. The company revamped the study this year and collected tens of thousands of data points to determine the utility companies with the most user-friendly web experience.

Conducted every other year since 2002, this study measures the user experience of utility websites accessed from mobile devices and desktop computers. The utilities with the most usable websites in North America are KCP&L and SRP.

E Source will recognize these top-performing utility companies in September during an awards lunch at the E Source Forum in Denver. Based on industry trends in user experience and utility feedback, E Source designed custom methodology for each of the study’s four usability components: findability, functionality, content, and appearance.

“The utilities with top-rated websites have robust functionality; an intuitive user experience; and an appealing, coordinated design,” explains E Source senior analyst Keenan Samuelson. “What really set the best-performing websites apart was the clear focus on customers’ priorities.”

“This year’s study gave us a more complete look than ever at the usability of utility websites,” says Heather Hilgenkamp, lead analyst for E Source market research. “We saw a clear differentiator between companies that put an emphasis on the mobile user experience, which often lags behind the experience from a desktop, and those that didn’t.”

The E Source Review of North American Electric and Gas Company Residential Websites: 2019 assessed the websites of 109 US and Canadian utilities. Between January and June 2019, a combination of E Source experts and residential utility customers conducted a comprehensive review of 11 of the most important features, accessed from both a mobile device and a desktop computer.

For more information, visit http://www.esource.com/web-review. In addition to recognizing the top utilities at the 2019 E Source Forum, E Source will present the top findings during a conference session.

About E Source
For over 30 years, E Source has been providing market research, data, and consulting services to more than 300 utilities and their partners. This guidance helps our clients advance their customer energy solutions and enhance their relationships, while becoming more innovative and responsive in the rapidly evolving market.

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Sannie Sieper
E Source
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