Laura Ruff Agard is a market research analyst who specializes in distributed energy resources (DERs) and utility marketing data collection and analysis. In her role at E Source, Laura conducts both voice-of-the-utility (VOU) and voice-of-the-customer (VOC) surveys, analyzes the data using SPSS and Excel, and creates data-inspired deliverables. Laura’s goal as a market research analyst is to pull together the information utilities need to make a business case for new DER and marketing 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.
Content by This Author
Join us as we present the results of the 2019 E Source Contact Center Performance survey. During this web conference, we'll share high-level findings and data on contact center operations, agent staffings, channel interactions, key performance indicators, and more.
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!
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.
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!
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!