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

Top 10 customer-preferred utility website features

Abbas Madad, Heather Hilgenkamp, Laura Ruff Agard, Rachel Cooper
December 11, 2019

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 desktop, laptop, mobile device, and tablet.

Is your website best in class?

Heather Hilgenkamp
November 6, 2019

We recently revealed the results and rankings from the 2019 E Source Review of North American Electric and Gas Company Residential Websites, so we compiled some high-level results in an easy-to-digest infographic. How does your website stack up?

New Methodology Uncovers Top-Rated Utility Websites of 2019

Heather Hilgenkamp
October 8, 2019

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.

Even with leadership buy-in, CX implementation doesn’t always happen

Heather Hilgenkamp, Eryc Eyl
November 12, 2018

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!

Optimize Your Utility Website by Participating in the 2019 Web Benchmark Study

Heather Hilgenkamp, Keenan Samuelson
November 7, 2018

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.