Dublin, Ohio— 13 April 2018 – Reflecting record-setting volume and engagement, Questline’s 2017 Energy Utility Email Benchmarks Report is now available for free download at www.questline.com/benchmarks via Access Code ENERGY2018. Questline will also have printed reports available at the upcoming CS Week Conference May 1-4 in Tampa, FL at booth #326.
Utilizing emails sent by over 480 utility companies across all 50 states, the company analyzed an all-time high of over 244 million emails sent from January 1, 2017 through December 31, 2017, a 38% increase in volume over last year’s report. The report is in its fifth year of publication.
“This report gives energy utilities a unique opportunity to evaluate their email metrics with other similar utility communications. It’s a true industry performance comparison,” said Dave Reim, president of Questline. “Our clients eagerly await this report, because it’s the only one out there specific to energy utilities.”
The annual report’s performance metrics include delivery rate, open rate, click-to-open rate, click-through rate, complaint rate and Opt-Out rate. Questline also segments the metrics based on audience type (Residential, Small Business and Key Account customers) and communication type (Welcome Series, outage communications, program promotions, e-newsletters and other categories).
“As the leading creator, aggregator and analyst of energy utility customer communications content, we see it as our responsibility to share our findings accurately and with value-add analytics insight to help clients better engage their customers through digital communications,” Reim continued.
This year, Questline provides more detailed analytics on how various communications work together to increase ongoing customer engagement. Questline’s Welcome Series product was once again a top performer and positive influencer of future customer engagement, with an open rate of over 44%.
Returning to the 2017 report are a breakdown of successful subject lines, best performing content topics, details on email engagement, the effects of customer list size and information on the email lifecycle.
The report also includes details on email reading environment, providing utilities the opportunity to see on which devices the customers are reading the emails, how quickly customers are opening those emails, and how long they are looking at the emails.
“This report enables our energy utilities to understand how they are performing across audience and communication types. The detailed analysis lends answers to common questions we receive and helps influence future communications strategies.” Susan Kownacki, VP of Account Services said.
“We’re able to single out the top performers in outage communications, paperless billing conversions and more, and share those insights with our clients, helping them increase customer engagement through industry best practices.”
Download Questline’s free 2017 Energy Utility Email Benchmarks Report today at www.questline.com/benchmarks. Access Code ENERGY2018.
Questline is the leading content and communications company dedicated to the pursuit of understanding and reaching energy utility customers. With over 25 years of experience, serving more than 480 energy utilities in all 50 states, we deliver relevant content that engages, educates and entertains. Visit questline.com.