The 2012 Utility Website Evaluation Study also finds the following usage trends among utilities and their customers:
Just 9 percent of customers have accessed their utilities’ websites using a smart phone, and 5 percent have done so using a tablet.
Among smart phone users, 35 percent are interested in using their devices to report power outages, and 33 percent are interested in reviewing account information.
Of the 48 utilities evaluated in the study, 85 percent include some form of social media, such as Facebook, Twitter or YouTube, directly on the home page.
More than 70 percent of utilities use Facebook to post company updates and respond to customer comments, and more than 60 percent use YouTube to provide videos on topics such as safety and saving energy.
The 2012 Utility Website Evaluation Study is based on evaluations from more than 5,000 electric utility residential customers. Forty-eight electric utilities with at least 500,000 residential customers were included in the study. The study was fielded in February 2012.