Utility Employee Experience Survey

What you’ll get

All participants will receive an invitation to a webinar where we’ll review and discuss highlights from the study results. Participating members of the Contact Center Optimization Service will receive:

• Access to best-practice reports, webinars, and networking events
• A personalized summary data review with an E Source expert upon request

Participating utilities that don’t subscribe to the Contact Center Optimization Service will receive an executive summary data review with an E Source expert upon request. If your utility doesn’t subscribe to the Contact Center Optimization Service but you’re interested in receiving the full set of deliverables, contact us.

Methodology

We offered the E Source Utility Employee Experience Survey to members of the E Source Contact Center Optimization Service in 2022 and expanded to include members of the E Source Customer Experience Strategy and Corporate Communications Services in 2023. The survey focuses on employees in utility contact centers. The 2023 results represent 140 responses from a random sample of contact center employees at three US utilities of varying sizes. This study doesn’t represent the industry as a whole, so consider the results to be directional rather than absolute.

We crafted the survey questions using the 6 Es of cultivating engaged employees framework, input from utilities, and E Source expertise in employee engagement research. Learn more about the research and solutions we offer through the E Source Contact Center Optimization, Customer Experience Strategy, and Corporate Communications Services.

Questions?

For questions about the Utility Employee Experience Survey, contact us or call 1-800-ESOURCE (1-800-376-8723).