Best utility websites get the basics
E Source has released the results of its study benchmarking utility websites from the business customer perspective.
Overall, business customers are generally pleased with website functionality and service offerings, using the sites primarily for issues related to billing and payments.
Congratulations go to regional winners Xcel Energy, CPS Energy, and Louisville Gas and Electric and Kentucky Utilities as the top rated utility business websites in the study.
"It's really important that utilities get the basics right," said Stephanie Spalding, E Source research manager and author of the report. "The number one feature business customers most want from their utility website is the ability to view their current bill online. Utilities that can deliver well on the billing and payment features will see an increase in web satisfaction."
Viewing the current bill, checking the account balance, viewing payment and billing options, and paying the bill were the most highly demanded features.
Customers' expectations of their service providers' websites are constantly increasing. They want the same online experience from their utility as they get from their bank, travel agent or favorite retail store.
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