Build Energy Platforms That Customers and Field Teams Can Actually Use

Your customers know exactly where your self-service portal loses them and your field technicians know where your apps slow them down. TheySaid's energy industry user testing platform shows you precisely where friction costs you service quality, adoption, and customer trust.

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Why Energy and Utility Companies Choose AI User Testing

Reduce Inbound Calls by Making Customer Self-Service Actually Work

Customers who cannot pay a bill, report an outage, or understand their usage data online do not find another way. They call. Utilities UX testing identifies the specific tasks where your self-service portal fails customers before they dial your support line, giving your digital team prioritized, evidence-based fixes that reduce call volume without reducing service quality.

Retain Customers by Fixing What Erodes Confidence in Your Digital Tools

Customers who struggle to navigate rate plan changes, set up autopay, or understand their energy statements do not always complain. In deregulated markets, they switch. In regulated ones, they file complaints. Energy platform usability testing surfaces friction before it becomes a satisfaction problem your next regulatory review will surface instead.

Keep Field and Operations Teams Productive With Tools That Work Under Real Conditions

Field technicians using mobile apps in low-connectivity environments, at odd hours, and under time pressure experience your software very differently from how it was designed in an office. TheySaid gives your product team direct evidence from the field workers who rely on your tools daily, not just from internal stakeholders who approved the requirements.

Validate Platform Updates Before They Reach Your Entire Customer Base

A confusing update to your customer portal during billing season generates a surge of support contacts and erodes trust in your digital channel. Energy sector UX research before major releases catches usability problems while changes are still inexpensive to make, not after they have already affected millions of customers.

Understand How Different Customer Segments Experience Your Digital Tools

Residential customers, small business accounts, and commercial or industrial clients interact with your platform with very different goals, technical comfort levels, and urgency. Utilities user journey testing across segments reveals where a single interface creates friction for specific groups and which improvements would have the greatest impact across your customer base.

How Energy and Utility Teams Use Utilities Website User Testing

Customer Self-Service Portal Testing

Watch real customers pay bills, report outages, manage account preferences, and update contact information. AI captures where navigation creates confusion, which tasks require more steps than customers expect, and where unclear labels send users in the wrong direction before they give up and call.

Energy Usage and Billing Dashboard Testing

Understand whether customers can find and interpret their consumption data, understand their rate structure, and identify opportunities to reduce usage or switch plans. Energy customer experience testing at this level reveals where data visualization fails to communicate clearly and what questions customers are left with that your dashboard did not answer.

Outage Reporting and Status Tracking Testing

See how customers report outages, find restoration status updates, and navigate emergency communications during service disruptions. AI captures where the process creates additional stress rather than reassurance, which status messages leave customers uncertain, and what information they needed that was not available.

Mobile App and Field Technician Tool Testing

Test how field technicians complete work orders, log service calls, access equipment documentation, and update job status in your mobile platform. Utility app user testing captures where mobile navigation breaks down under field conditions, which workflows require too many steps, and where the interface creates delays in time-sensitive situations.

Waste Management and Service Request Testing

See how customers schedule collection services, report missed pickups, request additional containers, and manage their waste management account. Waste management UX research captures where service request flows create confusion, which options are unclear, and what information customers need before they feel confident their request was received and will be acted on.

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See what customers say about our AI user testing platform

"Implementing TheySaid has led to a 5-10% increase in qualified leads from our existing customers in just a few months while reducing churn. The results speak for themselves."

Alex Farmer

Chief Revenue Officer @ Nezasa

"TheySaid's AI Surveys helped us step up our insight gathering game. It's smarter and more engaging for customers."

Maggie C.

VP, Product Design @ ClickUp

"How did TheySaid AI come up with such great question recommendations? These are questions that our teams really want to know and discussed internally a lot. I am impressed!"

Brook P.

VP, Marketing @ DX

"Integrating TheySaid has been a game-changer. We've seen a 5-10% decrease in customer churn with an increase in upsell opportunities since its implementation."

Srikrishnan Ganesan

Co-Founder & CEO @ Rocketlane

"Really easy to use and I think this might be one of the best ways to engage with your customers! Platform will really boost your customer engagement."

Danny L.

Co-Founder

FAQs

Can we test with our actual customers and field staff rather than generic research panels?

Both. Share test links directly with your customer base through billing communications, account portal prompts, or email. Or recruit from TheySaid's panel with targeting by utility type, geographic region, account type, and usage profile to reach the specific customer segments your research requires. Field technician research works best with your own staff through internal communications.

How does TheySaid help reduce support call volume from digital friction?

TheySaid identifies the exact self-service tasks where customers abandon your portal and reach for the phone instead. AI surfaces which steps create the most drop-off, what customers were trying to accomplish, and what would have made the task clear enough to complete without assistance.

Can we test our customer portal if it requires a login?

Yes. Share test links with customers who already have portal access, or provide credentials as part of the session setup for recruited participants. TheySaid works with any browser-accessible customer portal, billing platform, or account management system.

How does energy product validation testing work for new features before release?

Build task-based test plans around the new feature and run them with representative customers before the release goes live. AI moderates every session, captures where the feature creates confusion or hesitation, and surfaces findings fast enough to inform fixes before your launch window.

Can we run the same research across residential, small business, and commercial customer segments?

Yes. Run separate test plans for each segment completing the same portal tasks and compare how the experience differs. Energy customer experience testing across account types frequently reveals that interfaces designed primarily for residential customers create significant friction for small business and commercial accounts with more complex needs.

How quickly can we get results before a planned portal release?

Most energy and utility teams see clear patterns within 24 to 48 hours of launching a test. Running research two to three weeks before a planned release gives your team enough time to act on findings and validate fixes before the update reaches your full customer base.

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