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Residential Customer
Overview

​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.

Electric Perspectives Articles

Design Thinking - A Human-Centered Approch to Solving Customer Problems in the Energy World

Accelerating Our Customer Transformation

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.

Resource

Emerging Energy Solutions for Residential Customers

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.

Resource 

EEI Customer Centricity/Residential Customer Experience Template (Members Only)

DataSource 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.

Resource

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.

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Additional Resources
Electric Perspectives, Jan/Feb 2020
Design Thinking - A Human-Centered Approch to Solving Customer Problems in the Energy World
July 2019
Efficiency and Demand Response Programs
Electric Perspectives, Jan/Feb 2019
Accelerating Our Customer Transformation
January 2020
Kentucky Habitat for Humanity Partnership with LG&E KU
December 2019
Duke Energy and Carolina Panthers “Share the Warmth”
Energy Efficiency Trends
More than 100 Ways to Improve your Electric Bill