Home energy management and customer engagement: Sprinters should avoid this marathon July 12, 2011
Posted by Scott Johnson in Utility Industry News.Tags: Chartwell, Chartwell Blog, Chartwell research, customer service, energy conservation, energy usage, Google PowerMeter, market research, meter data, online energy information, smart grid, smart meter, utility customer engagement
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Google and Microsoft’s low-key exit from the home energy management market after just two years underscores what many electric utilities are learning and Chartwell research shows – convincing large numbers of consumers to pay more attention to their energy use and act on that information will be a long, uphill journey. (more…)
The evolution of auto puts utilities in the driver’s seat June 29, 2011
Posted by Allison Herdic in Utility Industry News.Tags: charging station, Chartwell, customer, demand, electric vehicles, energy, off-peak rates, research, satisfaction, smart grid, stakeholder communication, Summit, TOU, utility
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While the buzz around electric vehicles (EVs) continues to gain momentum – all while gas prices continue to place increasing pressure on consumers’ wallets – more and more drivers are looking to ditch the pump and flip the switch. As this evolution occurs, the impact for utilities and the grid overall is continually under evaluation.
Automakers, charging station infrastructure installers, inspectors and local governments are all key players once an EV is purchased. However, the utility may be the first post-purchase point of contact and eager customers will expect quality information. But, who at the utility will take these calls and where on the website (or even mobile app) will key EV information be found?
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When it comes to energy conservation, energy consumers consider their wallets first June 8, 2011
Posted by Chartwell Inc. in Uncategorized.Tags: Chartwell Blog, Chartwell research, energy conservation, energy efficiency, energy usage, market research, online energy information, smart grid, utilities, utility customer engagement, utility market research
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Chartwell’s Smart Grid Customer Engagement Council is well into its second year of studying the behaviors of North American consumers concerning their energy usage and attitudes. With a focus this year on energy usage tools and behaviors, the Council, which is made up of utility companies that work with Chartwell, has already made a couple of important findings. Among those:
- Consumers are interested in their energy usage and see the long-term need to stay abreast of it; but
- Engaging them with the right tools is the real challenge. In other words, utilities will have to offer energy monitoring products that are easy to use and which add value to their customers’ lives.
One thing is clear, however, from Chartwell’s years of research and thousands of consumer interviews: (more…)
Consumer advocate provides smart-meter reality check to utilities at Chartwell summit May 27, 2011
Posted by Scott Johnson in Utility Industry News.Tags: Chartwell, Chartwell Blog, Chartwell research, customer communications, energy usage, market research, meter data, privacy, security, smart grid, smart meter, utilities, utility communications, utility customer engagement, utility customer service, utility market research
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Arizona’s advocate for residential utility consumers delivered a clear message to industry leaders attending Chartwell’s Smart Grid Customer Education Summit in Phoenix late last month: Increased outreach and education can only improve customers’ perceptions of smart meters and smart grid.
Jodi Jerich, director of the state’s Residential Utility Consumer Office, which represents the interests of residential ratepayers before the Arizona Corporation Commission, noted that public understanding of smart grid technologies is low. She backed this up by citing research from several firms and as I noted previously on this blog, Chartwell research shows about 40% of consumers familiar with their home energy costs say they have not heard of smart meters; about three in four say they have not heard of smart grid. (more…)
One utility is getting the picture on customer engagement May 6, 2011
Posted by Darren Epps in Utility Industry News.Tags: CEIVO, Chartwell, customer communications, demand response, energy efficiency, energy usage, Glendale Water and Power, in-home display, marketing, online energy information, smart grid, smart meter, utility communications, utility customer engagement, utility customer service
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The effort to engage customers in their energy usage is prompting utilities to test web portals, direct mail inserts, in-home displays and other dashboards to determine the most effective strategies.
Glendale Water and Power, a California municipal serving 84,500 electric and 32,500 water customers, presented a different idea at Chartwell’s Smart Grid Customer Education Summit in Phoenix last week – coupling utility messaging with pictures of Mom. (more…)
Customers want green power, but they want to make their own April 20, 2011
Posted by Mark Hall in Utility Industry News.Tags: Chartwell, energy management, green energy, Green power, rebates, renewable energy, smart grid, solar, utilities
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A recent consumer study Chartwell conducted for its Smart Grid Customer Engagement Research Council revealed that of several energy management options (home energy management systems, energy monitors, new rates, smart phone apps, web portals, etc.) people were most interested in using energy from renewable sources, such as solar or wind power.
On the surface that’s good news for utilities that want to sell renewable energy at premium rates. However, further analysis of other Chartwell utility research shows that is not the case. Over the past eight years customer participation in premium green energy programs has significantly decreased.
In 2004, 20% of utilities reported that at least 2% of their customers participated in premium green energy programs. Conversely, only 8% made the same claim in 2008. What happened? A likely cause was the economy; customers were less willing to spend their hard-earned dollars for renewable energy – one form of green prevailed over another. (more…)
Silent running or loud and proud: What’s your smart meter approach? April 18, 2011
Posted by Scott Johnson in Utility Industry News.Tags: Chartwell, Chartwell Blog, Chartwell research, customer communications, smart grid, smart meter, utility communications, utility customer engagement, utility market research
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You’ll find more enthusiasts than wallflowers among electric utilities planning to engage their customers during smart meter rollouts.
A clear majority of utilities tell Chartwell they plan to proactively involve customers in the rollout of advanced metering infrastructure (AMI) and smart metering systems. (more…)
Just how much data do customers want when it comes to their energy usage? Chartwell council aims to find out April 7, 2011
Posted by Chartwell Inc. in Utility Industry News.Tags: Chartwell, Chartwell Blog, Chartwell research, customer communications, demand response, energy usage, online energy information, smart appliances, smart grid, smart meter, utilities, utility communications, utility customer engagement, utility customer service
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Paper or plastic? It was a common question heard every time one checked out at the grocery store of the ‘80s and ‘90s. There was a time when the brown paper bag was king. Then it became plastic, but lots of people – my mother, for example – didn’t like moving away from paper, hence the question was always posed by the grocery bagger.
This question, of course, was asked to ensure that customers had a good experience – even those resistant to change.
Then about 15 or so years ago, shoppers started hearing that question less and less. It was assumed by the grocery baggers that plastic was what most people wanted, and most people didn’t complain. Sure, you could still request a paper bag, but not many did. Now, there’s often not even a bagger present. In fact, you can check yourself out in many stores, and the only option is plastic – unless you’ve bought one of those environmentally friendly reusable bags.
Much the way customer service and programs in other industries evolve over time, utilities will see customer attitudes and perceptions evolve. (more…)
