By Cory Jackson
The results are based on the E Source Review of North American Electric and Gas Company Residential Websites: 2017, a recent study that measured how usable energy company websites are in meeting their customer needs.
“We’re committed to making it easy for our customers to do business with us and we know that having a good experience online is a key part of a positive customer experience,” said Laurie Giammona, senior vice president and Chief Customer Officer at PG&E.
In 2016, PG&E used customer feedback to redesign its website in order to provide a better online experience. With the added new self-service features, customers can:
- Pay their bills online or via a mobile device 24/7.
- Stay informed about outages that may be happening in their area.
- View details about their household’s energy usage to make smarter energy choices.
- Enroll in free Bill Forecast Alerts and receive proactive alerts to take control of their bills.
The E Source study focused on four areas of the user experience, including navigation, functionality, appearance and relevance. A group of residential customers assessed the websites of 114 American and Canadian energy companies, between January and May 2017.
Customers accessed and used the top 10 features of these sites from both a mobile device and a laptop computer. The study found that the top energy company websites meet customers’ needs by providing a web experience that is simple and mobile-optimized, while offering options that are easy to read and select online.
PG&E was ranked first, followed by Baltimore Gas & Electric, PPL Electric Utilities (tie) and Salt River Project (tie).
“Customer expectations change over time, and top-performing utilities are adapting to meet and exceed these expectations,” says Heather Hilgenkamp, senior market research analyst at E Source. “Responsive design, presenting information in easy-to-understand formats like tables and charts, and offering personalized alerts for a wide range of topics makes the customer experience better.”
PG&E will be recognized in September during an awards luncheon at the 30th annual E Source Forum in Denver.
Email Currents at Currents@pge.com.