Business Customer Satisfaction Study

What you get

Participating members of the E Source Account Management Service or Business Customer Suite and nonmembers who pay an additional fee to join the study will receive the following deliverables (contact us for pricing):

• Detailed data sets. See your utility’s customer satisfaction scores and key performance indicators. Each participating utility will receive a raw data file that contains respondent-level data for all participating business customers and a banner file that includes respondent-level data and total sample comparison data presented in an easy-to-read tabular format.
• An individualized online dashboard. Pending survey response rates, you can access your individual gap and priority analysis and rankings to see how your utility stacks up to other utilities.
• Industry reports. We’ll highlight best practices and trends observed in the surveys. Both the SMB and the large business reports will provide industry-level analysis and insight on results and key findings.
• A consultation with E Source experts (by request). You’ll have the opportunity to review your results with the E Source team and identify key areas to improve.

Participation

Start the process by completing Step 1 and filling out the registration form. Be sure to let us know if you want to participate in the SMB study, the large business study, or both.

Survey schedule

• Survey registration. Participating members of the Account Management Service or Business Customer Suite can complete the registration form (found in Step 1) starting Friday, March 1, 2024.
• Customer list creation, verification, and transfer. As part of registration, we’ll ask you to provide E Source with your customer lists. Take a look at Steps 2 and 3 for required information and how the data-transfer process works. Customer list verification is important to make sure the provided contacts are valid and best suited to answer the survey questions. To assist in this process, we’ve provided a sample verification email and survey summary available to download along with the customer list templates.
• Survey fielding. Fielding will take place April 30 through July 12, 2024. Utilities will have their choice of starting on Tuesday, April 30 or Tuesday, June 4.
  If you choose to start fielding on April 30, completed customer list templates are due to E Source no later than April 16. Your customers will receive an email invitation to participate in the survey(s) on Tuesday, April 30. They will also receive three reminder emails on the following Tuesdays (May 7, May 14, and May 21) to complete the survey before it closes on May 31.
  If you choose to start fielding on June 4, completed customer list templates are due to E Source no later than May 21. Your customers will receive an email invitation to participate in the survey(s) on Tuesday, June 4. They will also receive three reminder emails on the following Tuesdays (June 11, June 18, and June 25) to complete the survey before it closes on July 5.
• Sample dispositions. Utility survey contacts will receive four sample dispositions during the fielding process—one after the initial invite and one after each reminder email. These files will show you which customers have complete and incomplete survey records, allowing your team to follow up with revised or new business contacts.
• Data delivery. E Source will securely transmit the raw data and banner files to utility participants by July 30, 2024.
• Online dashboards. We’ll update our dashboards in September of 2024.
• Data advisory call with E Source experts. You can schedule a call starting in October of 2024.
• Industry reports. We’ll publish the SMB and large business reports starting in November of 2024.

Questions?

For questions about the E Source Business Customer Satisfaction Study, email us or call 1-800-ESOURCE (1-800-376-8723). Get more information on participating in the study.