E Source Study Reveals Energy Reliability as Key to Utility Customer Satisfaction

E Source Study Highlights Importance of Energy Reliability

A recent report from E Source, a company specializing in solutions for the utility sector, reveals that energy reliability continues to be the foremost concern for business customers of utility services. This insight comes from E Source's annual Business Customer Satisfaction Study, which examines various attributes that influence how businesses perceive their electricity providers. Conducted with over 3,000 utility business customers from April to August 2025, the study aims to shed light on what businesses value in their utility interactions and how well their expectations are met.

For the eleventh consecutive year, energy reliability emerged as the top priority for both managed and unmanaged business customers. Managed accounts, those with designated account representatives, rated effective communication during energy emergencies second in importance, followed closely by trustworthiness. On the other hand, unmanaged customers, which include small and midsized businesses, highlighted trustworthiness and maintaining affordable energy costs as their next priorities after reliability.

E Source's study evaluated nine specific utility attributes: trust, energy management resources, communication effectiveness, pricing options, reliability, ease of business operations, community involvement, and commitment to sustainability. This multifaceted approach not only assesses customer satisfaction but also aims to identify areas for improvement in utility interactions. Businesses were also asked to evaluate their experiences with utility representatives, focusing on trust, issue resolution, and communication effectiveness.

The study's results showcased the leading performers in customer satisfaction for both managed and unmanaged segments. WEC Energy Group took the top spot for managed customers, scoring an impressive 9.5 out of 10 for overall satisfaction and perceived value. This utility excelled in eight out of nine evaluated utility attributes and received high marks for its account representatives' performance as well.

For unmanaged customers, Clark Public Utilities stood out with a rating of 8.9 out of 10. This utility received accolades for its communication during outages, ease of transactions, and efforts to minimize energy costs. Its representatives were particularly praised for their ability to resolve issues on the first contact—a critical element for customers seeking immediate solutions during energy emergencies.

Filomena Gogel, President of Research and Advisory at E Source, emphasized in a statement that this year's findings underscore the critical role of reliability, trust, and clear communication in fostering positive relationships between utilities and their business customers. These insights are increasingly vital as customer expectations rise in a climate of changing energy demands.

As part of their annual study, participants were given detailed reports and access to a dashboard to analyze their responses further, providing them valuable insights into areas where they can improve customer satisfaction. Additionally, members of E Source’s Account Management Service have the opportunity to participate in facilitated knowledge-sharing sessions, further driving improvements in utility service.

E Source, headquartered in Boulder, Colorado, combines customer service with innovative grid technology and solutions to assist utilities in making impactful, data-driven decisions. The organization has a significant presence across the US and Canada, dedicated to providing utilities with the necessary tools to enhance customer satisfaction and operational efficiency.

For more insights into the utility sector and how providers can optimize customer relations, visit E Source's Account Management Service.