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Viewing report
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Getting Utility Customers to Use Online Services
E SOURCE, March 2004, Pages: 13
This research highlights the fact that only about one third of customers who take the time to register at an energy providers Web site continue to use the sites services on a regular basis. In this report, we provide a brief background on the adoption rates of online services at utility Web sites, place those rates in the context of online service adoption in other industries, and examine common barriers to online service adoption. Examining barriers to the adoption of online services and discussing successful case studies, we highlight approaches that get customers to register and stay with their utility Web site.
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