Rachel Cooper uses customer insights from primary and secondary market research to help E Source members better understand and interact with their own customers. She manages and oversees a variety of market research studies, working to infuse findings from the company's surveys and industry benchmarks in customer content across the company. Rachel brings more than 15 years of market research experience to E Source, previously having managed omnibus resident and policy surveys for local governments throughout the US. She earned a BA in sociology from South Dakota State University and an MA in clinical sociology from the University of Northern Colorado. She also has a Professional Researcher Certification (PRC) from the Professional Researcher Certification Board for the Insights Association.

Content by This Author

How Do Residential Customers Typically Pay Their Bills?

Laura Ruff, Rachel Cooper
July 2, 2018

Curious as to how residential customers prefer to pay their bills with other service providers? Our report, which uses data from the 2017 Claritas Technology Behavior Track and Energy Behavior Track studies, looks into the channels customers use to pay their electric, Internet, TV, and phone bills.

Educating US Customers About the Benefits of HEM

Rachel Cooper
April 23, 2018

US utilities have an opportunity to educate customers who are interested in home energy management (HEM) on the potential benefits of the smart home, including the ability to monitor and reduce their energy use. Our infographic explains which customers to target and how to reach them; check it out!

Customer Storytelling: Building Empathy Through In-Context Research

Rachel Cooper
March 19, 2018

In-context research is the best way to build empathy and a high-fidelity understanding of how people interact with your offerings and what drives their preferences. In this Forum 2017 video excerpt, Tom Rosholt of Morspace Inc. talks about why utilities need to implement an empathetic approach.

Educating Canadian Customers About the Benefits of HEM

Rachel Cooper
November 7, 2017

Canadian utilities have an opportunity to educate customers who are interested in home energy management (HEM) on the potential benefits of the smart home, including the ability to monitor and reduce their energy use. Our handy infographic explains which customers to target and how to reach them.

Top 10 Customer-Preferred Utility Website Features

Laura Ruff, Heather Hilgenkamp, Rachel Cooper
October 12, 2017

Which website features are most important to residential customers? Do preferences differ by electronic device? We've created an at-a-glance reference of the top customer-preferred utility website features for computers and mobile devices.