Overview

To meet rapidly changing customer expectations, EEI member companies are moving forward to reimagine residential customer service and to provide new energy solutions. By investing in advanced digital platforms, deploying smart home energy management applications and online energy marketplaces, and enabling more self-service functions, EEI member companies are creating a more seamless experience for their residential customers. 

DataSource Benchmarking Database

The 2024 DataSource Survey focused on the cost of serving residential customers. The survey results show a continuing trend toward digitization for bill payment and communications with customers, and the use of social media to quickly resolve customer inquiries.  DataSource provides comprehensive benchmarking information across key customer service areas including: contact center, customer billing, cash posting, field services, meter reading, website/social media, and other areas. In addition to annual data, DataSource also provides information on trends in customer service. Participation in DataSource is free to EEI members.

DataSource Database Information (Members Only)

DataSource Executive Summary (Members Only)

Energy Assistance and Income Qualified Programs

LIHEAP: Working to Keep Energy Affordable

Millions of American families struggle to afford basic necessities. For these families, the Low Income Home Energy Assistance Program (LIHEAP) is a vital source of aid, helping them pay their energy bills and avoid having to choose between energy and other essentials, like food or medicine. Access to affordable energy is a matter of health and safety. Each year, electric companies contribute millions of dollars to energy assistance programs for vulnerable customers and provide access to home weatherization programs, but the need for LIHEAP remains critical nationwide. EEI and the National Energy & Utility Affordability Coalition (NEUAC) work together to advocate for LIHEAP funding. For more information on LIHEAP, please contact Ben Jackson.

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Additional Resources