10 recommendations for utility website design

Key takeaways

To improve customers’ overall experience with your website, focus on essential content and functionality and appearance.
To improve findability, make navigating your website intuitive and reduce the number of pages customers have to go through.
To improve the functionality of your website, let customers log in from the Home Page, offer a variety of self-service and financial options, and make your website responsive.
To improve your website’s content, customize the My Account feature and give personalized energy efficiency recommendations.

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.