First published: November 2010

Energy & Water Suppliers: Power to the People

The Webcredible Energy and Water Supplier website usability report is a must read for those involved in utility websites in the UK.

The 72 page report evaluates the websites of the leading UK energy and water suppliers against best practice usability guidelines. All the websites were evaluated against 4 high-level criteria and each of these have a set of guidelines. Each website has been analysed individually and the analysis includes a brief description and rating.

The Energy and Water Supplier website usability report is an update and more extensive snapshot on the highly popular utility usability reports of 2007, 2008 and 2009.

Report highlights include:

• Thames Water, British Gas and Scottish Hydro offer customers the best online user experience among UK energy and water suppliers
• The sites received an average score of 3.3 out of 5
• 7 out of the 24 companies in the study (4 energy and 3 water companies) scored below 3 out of 5
• 3 utility companies (1 energy and 2 water companies) scored less than 2 out of 5
• The sites at the bottom end of the scale lacked fundamental usability principles and failed to incorporate elements of the customer lifecycle that are important for a good user experience

The websites included in the report are:

How much does this report cost?

You can purchase this report for just £470 or at a reduced rate with a relevant discount code (£235 for Utility Week readers)

Who should read this report?

This report is aimed at anyone involved with energy and water supply, including marketing managers, Internet managers and web developers. Although our analysis is focused on these websites, the guidelines are highly transferable to other information and transaction-based websites. The report assumes no prior usability or technical knowledge.

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