Utility Companies Enhance Website Features for Better Access
CPS Energy and Xcel Energy have achieved high rankings in the latest study, demonstrating their commitment to enhancing user experience on their websites.
Results of the E Source Website Benchmark Study
The E Source company recently announced the findings from their 2025 Website Benchmark, which analyzed 94 utility websites across the United States and Canada. This comprehensive evaluation focuses on how these platforms serve their residential customers by assessing usability and feature availability.
Since its inception in 2002, the study has effectively measured website performance on both desktop and mobile platforms, concentrating on four vital components: findability, functionality, content, and aesthetic appeal. The 2025 study revealed a significant trend toward providing diverse language options; in fact, 61% of the evaluated websites now offer non-English language support, marking a remarkable 35.6% increase compared to prior evaluations.
Key Findings from the Study
Leading the pack in 2025, CPS Energy topped the rankings, closely followed by Xcel Energy. According to Senior Market Research Analyst Jordan Ellison, the assessment this year placed a higher emphasis on accessibility than in previous iterations. “Accessibility is now a fundamental expectation among users. The substantial increase in language options reflects a concerted effort by utility companies to break down barriers and make their services more accessible to all customers,” he stated.
The median website scores in this benchmark have shown an improvement of 7.2% since 2023, underscoring the ongoing enhancements across both high-performing and lower-performing utility websites. Filomena Gogel, President of Research and Advisory at E Source, emphasized that utilities are actively investing in more effective digital experiences. This progress signifies that such initiatives are yielding positive results in terms of user engagement and satisfaction.
Focus on Customer Financial Assistance
In light of the financial challenges many customers face, the 2025 study has broadened its focus to include Financial Assistance as a critical feature on utility websites. Other features included in the evaluation covered Outages, Payments and Billing, Energy Efficiency, as well as the essential Home Page and Contact Us sections.
Future of Utility Website Evaluations
The Website Benchmark forms part of E Source's Digital Self-Service subscription, which provides utilities with tailored reports highlighting best practices for improving their digital channels. Looking ahead, the upcoming 2026 Website Benchmark will extend its evaluation criteria to secure-side utility website features, a crucial area for customer safety and data protection.
About E Source
E Source leverages a mixture of customer, grid, and technology solutions to empower utilities in making informed, data-driven decisions. These decisions are designed not only to enhance profitability but also to positively contribute to environmental sustainability. E Source operates from its headquarters in Boulder, CO, with dedicated teams working across the US and Canada.
Media Contact Information
Amy Sachrison leads Corporate Marketing efforts at E Source and can be reached for media inquiries.
Frequently Asked Questions
What did the E Source study examine?
The study evaluated 94 utility websites to assess usability and feature availability for residential customers.
Which companies ranked the highest in the study?
CPS Energy and Xcel Energy were ranked as the top-performing utilities in the 2025 E Source Website Benchmark.
How many websites offered non-English language options?
61% of the evaluated websites provided non-English language options, reflecting a growing trend towards inclusivity.
Why is accessibility emphasized in the findings?
Accessibility is critical as it meets user expectations and provides equitable access to services, ensuring all customers can receive the support they need.
What will the 2026 Website Benchmark focus on?
The forthcoming benchmark will assess secure-side features of utility websites to enhance customer safety and protection.
