To help you improve your utility’s website, we examined the 20 highest-rated utility websites in the E Source 2021 Website Benchmark. We found trends in overall customer experience, findability, functionality, and content. Use the recommendations from this e-book to determine where your utility’s website is performing well and where it needs development.

For more findings from the 2021 Website Benchmark, check out these E Source deliverables:

• Our blog post Utility websites are more mobile friendly and accessible than ever: Findings from the E Source 2021 Website Benchmark highlights some of the key findings from the study and announce the utilities that scored the highest on individual attributes.
• Our press release E Source study reveals increased focus on responsive websites in 2021 shows the ranking of the 85 US and Canadian utility websites we reviewed in the 2021 Website Benchmark.
• Our report Improve customer experience with a better website design discusses utility website trends from 2019 to 2021 and includes recommendations on how to improve website self-service. This report is available to members of the E Source E-Channel Service.

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