Heather Hilgenkamp designs, implements, and analyzes market research studies. Some of the areas she focuses on are customer experience, social media, and website reviews. Previously, Heather worked for a market research firm where she performed a wide variety of studies for a multitude of clients in industries such as energy, hospitality, healthcare, and government. She also worked for the US Army doing research aimed at improving officers’ leadership skills. Heather has a PhD in cognitive psychology with an emphasis in consumer judgment and decision-making, an MS in cognitive psychology, a BA in psychology, and a BS in marketing from Kansas State University.
Content by This Author
Check out how utility websites rated according to our updated study methodology. See the rankings and find out what makes for exceptional utility website experiences.
What steps can you take to better implement customer experience at your organization? Learn a few helpful recommendations, driven by findings from our 2018 E Source Customer Experience Survey, in our latest infographic!
Since 2002, E Source has been using the Review of North American Electric and Gas Company Residential Websites study to benchmark more than 100 utility websites, gauging how successfully they're serving customers. In 2019, we'll modernize the study to measure advanced capabilities.
The 2018 E Source Social Media Survey revealed which social media channels utilities are using to connect with their customers as well as the most successful techniques utilities have developed for boosting engagement on social media. Check out our infographic to learn more!
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.