Utility Websites in North America Enhance Multilingual Features for Accessibility and User Experience

Expanding Accessibility: Utility Websites in North America

In a recent analysis conducted by E Source, a prominent technology solutions provider for the utility sector, it was revealed that public utility websites in the United States and Canada are significantly advancing their efforts to accommodate multilingual users. This initiative reflects a growing recognition of the diverse customer base that utilities serve.

Increasing Language Options

The 2025 Website Benchmark study evaluated 94 public-facing utility websites, examining their usability and availability of features. Notably, 61% of these sites now offer non-English language options, marking a remarkable increase of 35.6% since 2021. This trend indicates a clear shift towards inclusivity, showing that utility companies are prioritizing accessibility to meet the needs of their diverse clientele.

CPS Energy, based in San Antonio, Texas, topped the ranking, followed closely by Xcel Energy. This is a positive development as enhanced accessibility is no longer just an additional feature, but rather a fundamental expectation among users, as stated by Jordan Ellison, Senior Market Research Analyst at E Source.

Focus on User Expectations

The 2025 benchmark highlighted the necessity for utilities to offer multiple languages and accessibility features as essential components of their websites. The study showed a median score increase of 7.2% since 2023, implying that utilities are investing more in developing user-friendly and accessible digital experiences across all platforms, whether desktop or mobile.

Filomena Gogel, President of Research and Advisory at E Source, emphasized that these improvements are not merely cosmetic. They represent a significant investment in digital infrastructure designed to enhance customer interactions and self-service options.

Addressing Financial Challenges

Recognizing the current financial strains faced by many utility customers, the E Source benchmark expanded its criteria to include Financial Assistance as a key feature in 2025. Along with issues like outages and payments, this area highlights how utility websites must now cater to the essential support services that customers may require, particularly in financially challenging times.

Implications of the Findings

As digital landscapes evolve, the emphasis on accessibility can be seen as a guiding principle for many organizations. Utility providers are increasingly aware that providing a seamless online experience is crucial not only for fostering customer satisfaction but also for ensuring that all users can access necessary resources effortlessly.

E Source’s efforts through this study reflect a broader trend among utility companies to enhance their online presence and customer engagement strategies. As utilities continue to roll out these improvements, it is clear that the focus on accessibility will play a significant role in shaping the future of customer support in the utility sector.

This research is part of E Source’s Digital Self-Service subscription, which aims to facilitate utilities' enhancement of their digital channels. For utilities looking to improve how they serve their customers digitally, the ongoing studies and insights provided by E Source will be invaluable.

E Source's next annual analysis in 2026 will delve into the secure-side features of utility websites, promising further insights into how these critical services will adapt to user needs and technological advancements. With this commitment to improving online experiences, utility companies across North America are setting benchmarks for responsible and responsive customer service in the digital age.

For further information about E Source and its Digital Self-Service initiative, visit E Source.