SOURCE: E Source

E Source

July 10, 2012 10:00 ET

E Source Announces Top Utilities Using Social Media

North American Utilities Select Their Top-Performing Peers

BOULDER, CO--(Marketwire - Jul 10, 2012) - E Source surveyed 51 electric and gas utilities in the U.S. and Canada to discover the latest trends and best practices in utility social media use. Utilities that participated in the 2012 E Source Utility Social Media Survey were asked to identify which utilities they consider to be industry leaders in social media. According to those participating utilities, Avista Utilities is the top utility in social media because of its innovative customer engagement approaches. The top-ranked utilities, in descending order, are:

1. Avista Utilities
2. SRP
3. Alabama Power
4. American Electric Power (tie)
4. Duke Energy (tie)
6. Dominion
7. Pepco
8. BC Hydro
9. Pacific Gas and Electric Co.
10. Baltimore Gas and Electric Co.

The survey also included questions about staffing, policies, departmental control, content planning, and how success is measured. When asked why utilities use social media, survey respondents listed the following as the most important uses:

  • To communicate about outages or emergencies (80 percent considered this "very important")
  • To deliver general corporate communications messaging (62 percent considered this "very important")
  • To offer direct customer service (42 percent considered this "very important")

"The focus for top social media performers is driving customer satisfaction through improved information flow and responsiveness," says Matthew Burks, senior product manager of E Source Customer Experience Services. "Industry leaders are in a state of constant development: They're enhancing content and delivery, integrating customer service, and proactively building their social following. It's very exciting to see this evolution."

About E Source
For 25 years, E Source ( has been providing unbiased, objective research and advisory services to over 300 utilities and large energy users. Our energy experts have answered more than 8,000 questions over the past 3 years. This guidance helps our customers advance their efficiency programs, enhance customer relationships, and use energy more efficiently.

Contact Information

  • Public Relations Contact
    Wendy Bloechle
    Director of Marketing
    E Source
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