Two men cooking

Customer Research

Understand the people behind your programs. Customer Research combines advanced analytics and human-centered insights to uncover motivations, barriers, and opportunities—helping utilities and energy partners design programs that improve participation, strengthen equity, and align customer values and expectations.

Person on virtual meeting

Capture the full customer perspective

Build a comprehensive, evidence-driven understanding of customer behaviors, motivations, and barriers. We combine quantitative surveys, advanced analytics, and qualitative methods such as focus groups, in-depth interviews, and diary studies to reveal not only what customers do, but why. These impartial insights inform program design, support goal setting, and enhance regulatory filings.

smart light and app

Apply customer understanding to program design

Use research to guide real-world decisions. We apply ethnography, journey mapping, and persona development to inform pilot design, emerging technology assessments, and operational strategy that improves measurable savings, flexibility, and participation across diverse customer segments.

People in focus group

Center customer voices in decision-making

Ensure programs reflect lived experiences and community needs. We partner with utilities, regional energy organizations, and regulators to embed affordability, access, and resiliency goals into decision-making that builds trust and lasting engagement.

Behavioral insight icon

Behavioral insight

Equity and access icon

Equity and access

Program participation icon

Program participation

Case Study

More case studies

Boosting customer program adoption rates with market research and data science

This case study explains how E Source helped a municipally owned power and water utility boost customer program adoption rates with market research and data science.

Read the Case Study
Network of wooden blocks with user icons connected by lines, with a central block showing a red target and arrow.
More case studies

Design programs that reflect your customers.

Connect with our team today to see how Customer Research can help you capture diverse perspectives, improve equity outcomes, and design programs that deliver measurable, customer-centered results.