Laura Ruff Agard specializes in collecting and analyzing data on distributed energy resources (DERs). In her role at E Source, she conducts voice-of-the-utility and voice-of-the-customer surveys, and then analyzes the data using SPSS and Excel. Using the data from the surveys, Laura writes and creates reports and graphics. Her goal as a market research analyst is to pull together the information utilities need to improve their DER programs and marketing efforts and to help them make a business case for new DER initiatives. Laura earned a BS in mechanical engineering from Colorado State University. She then spent over four years in energy consulting, conducting fieldwork and analysis for rebate and incentive program evaluations.
Laura Ruff Agard
Senior Analyst, Market Research
Topical expertise
Customer transactions
Distributed energy
Market research
Segmentation
Voice of the customer (VOC)
Voice of the utility (VOU)
Content by this author
Top 10 customer-preferred utility website features
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.
Strategic electrification: Insights to spark your interests
May 6, 2019
Electrification is a hot topic in the utility industry. We created an infographic with information from our 2018 Utility DER Strategy Benchmark and from our 2018 Electrification Forum Session to help you get kick-start your strategy. See what other utilities are saying!
How do residential customers typically pay their bills?
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 Claritas Technology Behavior Track and Energy Behavior Track studies, looks into the channels customers use to pay their electric, Internet, TV, and phone bills.
You can assign an average of 40 customers per key account manager
June 18, 2018
Since 2013, the average number of customers per key account representative has stabilized at around 40 customers. Check out our infographic, which uses data from the E Source Account Management Assessment and the E Source Gap and Priority Benchmarks, to learn more!
How a younger workforce affects trends in account manager salary and tenure
June 18, 2018
Utilities are experiencing high levels of turnover as the workforce shifts to a younger generation. It’s important to have account plans and processes in place so you can seamlessly transfer knowledge from seasoned veterans to the new workforce. Check out our infographic to learn more!