To meet rapidly changing customer expectations, EEI member companies are moving forward to reimage 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. 

Emerging Energy Solutions for Residential Customers

In partnership with the Institute for Electric Innovation, EEI released a collection of more than 35 case studies that describe how EEI member companies are using data and technology to advance customer services and solutions in five key areas: smart home energy management; online energy marketplaces; low- to moderate-income customer solutions; and residential bill payment options.

Residential Customer Experience Template

EEI, in collaboration with member companies, developed a residential customer experience template that identifies standard levels of service, transitional levels of service, and leading levels of service in four key residential customer focus areas:

  • Bill management/payment solutions
  • Customer service personalization/service options
  • Customer solutions
  • Customer-centric culture

Each of these four focus areas is further divided into sub-areas and the three levels of service are defined. For more information on the customer experience template, please contact Adam Cooper at acooper@eei.org

EEI Customer Centricity/Residential Customer Experience Template(Open external link) (Members Only)

Data Source Benchmarking Database

In 2019, EEI Customer Solutions completed the 2019 DataSource Survey focused on the cost of serving residential customers.  The 2019 results demonstrated the 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. For more information, please contact Adam Cooper at acooper@eei.org

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.

Staff Contacts

  • Adam Cooper
    Managing Director, Customer Solutions; and Executive Director, Institute for Electric Innovation