Customer Research & Engagement
Human-centered research to understand how customers experience energy programs, bills, and assistance offerings—and apply insights to improve participation and outcomes.
The Challenge
Energy programs often rely on assumptions about customer behavior. Yet participation, engagement, and equity outcomes depend on how customers actually experience bills, communications, and enrollment processes.
Without rigorous research, even well-designed programs may struggle to reach intended audiences or achieve meaningful results.
Understanding lived experience is essential to designing strategies that resonate and drive participation.
Our Approach
Hawks Peak applies qualitative and quantitative research methods to uncover actionable insight.
We focus on:
- Listening to customers through interviews and focus groups
- Analyzing survey data and behavioral patterns
- Identifying barriers to engagement
- Testing messaging and communication strategies
- Translating research findings into clear program and policy recommendations
Our work ensures customer voice informs decision-making at every level—from program design to regulatory positioning.
Common Deliverables
- Qualitative research (interviews, focus groups, journey mapping)
- Quantitative research (survey design and analysis)
- Customer persona development
- Message testing and communications strategy
- Behavioral insights and intervention design
- Program evaluation and impact assessment
- Stakeholder identification, engagement, and consensus-building
Ideal For
- Organizations focused on improving customer outcomes
Why This Work Is Different
Hawks Peak integrates customer research directly into strategic and regulatory decision-making. Insight does not sit in a report—it informs program design, testimony, and policy positioning.
Ready to Put Customer Insight to Work?
Let’s translate research into strategy that improves participation and outcomes.