Jordan Ellison

Topical Expertise Customer experience (CX)Customer satisfaction (CSAT)Voice of the employee (VOE)

About the Author

Jordan Ellison applies market research and customer experience expertise to help utilities turn data into actionable insight. His work focuses on study design, data analysis, and translating customer and operational research into practical recommendations. Prior to joining E Source, Jordan served as a project director at a market research firm, leading transactional and relationship studies across the utility, healthcare, financial, and consumer sectors. Jordan earned a BS in psychology from the University of Wisconsin at La Crosse and an MS in industrial / organizational psychology from St. Cloud State University.

Insight

Is budget billing the key to higher paperless billing and autopay enrollment?

Budget billing doesn’t just make bills more predictable—it also encourages customers to adopt other helpful billing options. Customers enrolled in budget billing are more likely to use paperless billing and autopay than those on standard billing programs. This increased participation can improve

Compare the readability of utility website features

Utility websites play an important role in helping customers find information and complete tasks online. But how readable is this content? We assessed the readability of utility website features as part of the E Source 2025 Website Benchmark study and found that utilities can still improve