Billing and Payment Options for Residential End Users, 2003E Source Market Research Multi-Client Study for Residential End Users

Consumers' Use of the Internet, 2002

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Overview

In the summer of 2002, E Source conducted a market research study to examine residential consumers' use of the Internet and more specifically how they interact with the energy company online. For this E Source Multi-Client Study, we conducted an online survey among more than 1,000 residential heads of households throughout the U.S. and Canada to obtain the results.

Study Objectives

In this comprehensive online market research study, E Source identified how residential energy consumers use the Internet and compared their experiences regarding interactions with service providers such as banks, cable companies, telephone companies, and energy companies. To help utilities and energy service providers (ESPs) serve their residential customers online more efficiently, we've identified key Internet-based segments among residential customers. Each segment is identified as a subset of the entire population, allowing ESPs to plan their Web sites for the demands of future users for key utility transactions, including online bill payment. The study also identifies which consumers are most likely to have already visited their utility's Web site and what types of transactions they have conducted. In addition, the study addresses ways to drive non-visiting Internet users to your site and suggests how to improve customers' online experience once they log in.

Deliverables

Data Notebook and CD
Study subscribers receive a notebook summarizing the survey data and a CD-ROM containing all the raw data files. The notebook contains a study overview, the survey instruments, a codebook, and the sampling plan. The notebook also includes a PowerPoint presentation of the topline results, with charts illustrating the results for every question.

Final Report
The final report, published in November 2002, will be mailed to subscribers along with the data notebook and CD. The final report will also be available to subscribers for downloading on the members' side of our Web site.