As part of the market research team, Sarah Baker designs, implements, and analyzes market research studies. Her areas of expertise include business customer satisfaction research, E Design analysis, marketing, smart technologies, and customer experience. Prior to joining E Source, Sarah created and implemented email campaigns for the insurance industry and conducted market research for the consumer packaged goods industry. Sarah earned her BS in strategic communications with a minor in business at the University of Kansas.

Content by this author

Calculating the value of CX

Sarah Baker, Eryc Eyl, Katie Ruiz
June 2, 2022

One of the biggest challenges in making the business case for customer experience (CX) initiatives is turning intangible concepts into a tangible return on investment (ROI). Learn which CX metrics affect business outcomes and how to calculate the ROI of CX in this report.

The energy equity framework that benefits customers, utilities, and underserved communities

Sarah Baker, Jesse Hitchcock, Liza Minor, Ben Nathan, Vince Ruggeri, Miriam Stein, Amy Schmidt
March 10, 2022

Diversity, equity, and inclusion isn’t a new concept for utilities, but there is a new energy equity movement sweeping the utility industry. In this report, we present our energy equity framework that will benefit customers, utilities, and underserved communities.

Using market research to inform your EV efforts

Sarah Baker
August 28, 2020

What does your utility need to do to get ready for electric vehicles? This snapshot of data from the E Source 2020 Electric Vehicle Residential Customer Survey can help you select technologies, design programs, and create a seamless customer experience.

Supporting your grocery store customers through COVID-19

Sarah Baker, Cory Coggins
April 16, 2020

Grocery stores are at the forefront of the COVID-19 epidemic. How can you help them during this crisis? We've summarized some ways utilities can help them through this uncertain and hectic time.

Are you recommending the right products and services to your large business customers?

Sarah Baker
March 18, 2020

Which utility-provided products and services can help large business customers reach their energy-savings goals and generate revenue for the utility? This snapshot highlighting data from our 2019 E Source Business Customer Satisfaction Study has the answers.