How customers prioritize paying their utility bills during COVID

Key takeaways

  • Residential utility customers rank their electric bills as the most important to pay, followed by water, natural gas, internet, and mobile phone.
  • You’ve given customers piece of mind knowing their service wouldn’t be disconnected for nonpayment. But these moratorium policies are coming to an end, and you still need to support your customers.

Optimizing the new-construction experience for utilities and their partners

Industries that came to a halt because of COVID-19 are starting to recover and bounce back as states ease restrictions. We expect the residential housing market to recover quickly. To accommodate any COVID-19-related safety requirements or customer concerns, you need to reassess your new-construction policies and processes. Take this time to become a better partner for builders, contractors, and end-use customers, and to provide an improved experience during the new-construction process.

What COVID meant, and means, for home upgrades in 2021

Key takeaways

  • More US and Canada residential survey respondents plan to make home upgrades in 2021 than in 2020. But they’re still delaying upgrades because of COVID-19.
  • Some of your customers are ready to make upgrades now. Close to 30% of respondents who reported increased income during the pandemic have already made at least one upgrade during 2021.

E Source expands data science and AI capabilities with acquisition of StrategyWise

E Source—the leading provider of customer-focused research, data science services, and consulting services for utilities—has acquired artificial intelligence (AI) and machine learning company StrategyWise. This acquisition is the latest in a series of investments over the past year designed to expand E Source’s data science and AI capabilities.

How do you educate utility customers about energy efficiency?

Q:How do you educate customers about energy efficiency?

A:Utilities tailor their energy-efficiency education programs for specific audiences, such as renters or students. They provide education through their websites and social media, exhibits, and events.

Efficiency education for renters

When utilities develop education programs for renters, they often focus on reducing costs according to type of residence or household appliance.

Using market research to inform your EV efforts

Key takeaways

  • Most respondents considering purchasing or leasing an electric vehicle (EV) are planning to do it in the next five years.
  • Respondents who don’t have an EV are concerned about EV costs and having enough charge to get to their destination.
  • You can increase EV adoption by creating a seamless EV buying experience. Provide clear, useful information on your website and work with dealerships to educate customers.

E Source delivers road map to overcome major barriers to adoption of electric vehicles

Half of Colorado consumers don’t understand how an electric vehicle (EV) gets “fueled up,” posing a major barrier to the state’s goal of accelerating the adoption of clean transportation. In its Colorado Electric Vehicle Education and Awareness Roadmap, E Source—a leading research and advisory firm for the energy industry—identified barriers to EV adoption and highlighted messaging strategies that will help the state overcome such hurdles.

E Source announces winners of fourth annual Achievements in Customer and Employee Experience

Every year, E Source recognizes utilities that have implemented projects that have noticeably improved the experience of their customers and employees. E Source experts judged submissions to the fourth annual Achievements in Customer and Employee Experience based on their unique approaches and creativity, impact across the organization, metrics and results, and overall impression.

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