2014 Consumer Engagement Study SM Utility... · 2019-08-05 · Water heater cycling control Online...

© 2014 J.D. Power and Associates, McGraw Hill Financial. All Rights Reserved. CONFIDENTIAL & PROPRIETARY—For Internal Use.

2014 Consumer Engagement StudySM

May 22nd, 2014

Overview Webcast Results

2014 Consumer Engagement Study

2 © 2014 J.D. Power and Associates, McGraw Hill Financial. All Rights Reserved. CONFIDENTIAL & PROPRIETARY—For Internal Use.

Customer

• Understand drivers of decisions and actions

• Analyze how these link to ROI

• Measure your performance vs. competitors

Understand Drivers

Customer Experience Management Framework

Develop Strategy and Action Plan

Optimize Customer Interactions

• Define optimal customer interactions at each

touch point

• Identify gaps between current and optimal

experience

• Develop and implement plans to close gaps

Measure and Manage

• Design and implement appropriate listening posts

• Deliver data to stakeholders

• Require action to be taken on data to manage performance and establish next priorities

• Clearly define value proposition

• Ensure management structure

supports focus on customer

• Align measurement system with

business requirements

• Prioritize high impact initiatives

and create action plan



Three Phases of Consumer Engagement with Utility Offerings

Awareness Participation Benefits Satisfaction



2014 Consumer Engagement Study Overview

� Online interviews completed during January-February, 2014

• 27,634 responses collected

• 30 programs and services measured

� 143 Brands evaluated

• Includes Canadian utilities + two Texas distribution utilities

� Press Release: May 22nd, 9:00 am EDT

• Non-award study



Engagement Question Sections

� Awareness

• Among 30 products and services

typically offered by utilities

� Participation

• Ease of enrollment

• Ease of use

� Satisfaction

• Overall effectiveness of the

programs used

� Benefits

• Usage / bill amount

• Control

• Information

• Comfort

• Convenience

� Avoider

• Expectations on program benefits

• Why not participating

2014 Electric Utility Residential Customer Satisfaction Study

6 J.D. Power | Study |© 2013 J.D. Power and Associates, McGraw Hill Financial. All Rights Reserved. CONFIDENTIAL AND PROPRIETARY—For Internal Use.

30 Offerings Evaluated

Pricing

15 Time of day electric usage price plan

16 Renewable/green power price plan

17 Real-time price plan

18 Financial incentives to temporarily cut back energy use during high

demand periods

19 Electric vehicle price plan

Billing

20 Level or equal pay plan

21 E-Bill (e.g., electronic bill statement and payment)

22 Pre-pay or pay-as-you-go plan (i.e., where you pay in advance and

don’t receive a monthly bill)

Environmental

23 Solar electric incentives

24 Solar water heating incentives

25 Illustrate how my electricity use is impacting the environment

Rebates

26 Rebates on high-efficiency heating or cooling equipment and

services

27 Rebates on Energy Star appliances

28 Rebates on Energy Star windows

29 Old appliance/refrigerator recycling

30 High-efficiency light bulb rebates or discounts

Energy Management

1 Central AC cycling control

2 Water heater cycling control

3 Thermostat control

4 Allow me to remotely adjust my thermostat or turn on/off

appliances (e.g., from my mobile phone or the Web)

5 Earn points for reducing my energy use (e.g., where points are

redeemable for cash, merchandise, etc.)

Informational

6 Alerts for monthly billing budget

7 Alerts regarding power outages

8 Online energy calculator

9 Online energy audit (i.e., customizes your energy data and makes

specific energy savings recommendations)

10 Online energy management portal

11 Tool that compares my usage to other comparable households

12 Alerts to how much energy I am projected to use/spend this month

13 Social media tools that compare usage and share information with

friends and family

14 In-home energy audit



Consumer Engagement Profile

77% Aware or

Participating

23% not aware of any offerings

35% currently participating in

an offering

25% have used one in the past

but not currently

43% Aware of offerings but are

not currently participating

Note: % of all customers



Overall Satisfaction Climbs as Program Participation Increases

Note: Out of 30 potential offerings

587

646 655

682

713

747

781

450

500

550

600

650

700

750

800

850

900

Not aware of

any offerings

Aware of

offerings but not

participating

1 2 3 4 5 or more

Ov

era

ll C

ust

om

er

Sa

tisf

act

ion

In

de

x

Number of Offerings Currently Using

23% 43% 20% 7% 3% 1% 2%



Awareness of Offerings

50%

26%

23%

23%

20%

20%

17%

16%

15%

15%

14%

14%

13%

12%

12%

11%

11%

10%

10%

10%

9%

9%

8%

8%

8%

7%

7%

7%

6%

4%

3%

E-Bill

Level or equal pay plan

Rebates on Energy Star appliances

None

In-home energy audit

Old appliance/refrigerator recycling

Rebates onHE heating/cooling equipment and services

Thermostat control

Rebates on Energy Star windows

High-efficiency light bulb rebates or discounts

Alerts regarding power outages

Time of day electric usage price plan

Central AC cycling control

Alerts for monthly billing budget

Online energy calculator

Financial incentives to cut back energy use

Solar electric incentives

Tool comparing usage to other comparable households

Real-time price plan

Pre-pay or pay-as-you-go plan

Remotely adjust thermostat

Online energy audit

Alerts to how much energy used/spent

Renewable/green power price plan

Illustrate how my usage impacts environment

Water heater cycling control

Online energy management portal

Solar water heating incentives

Earn points for reducing my energy use

Social media tools that compare usage

Electric vehicle price plan



Participation in Offerings

21.5%

5.7%

3.2%

2.8%

2.6%

2.6%

2.6%

2.5%

2.4%

1.9%

1.7%

1.6%

1.3%

1.3%

1.3%

1.2%

1.0%

1.0%

0.9%

0.8%

0.8%

0.7%

0.7%

0.6%

0.6%

0.5%

0.5%

0.3%

0.3%

0.2%

E-Bill


Thermostat control



Tool comparing usage to other households

High-efficiency light bulb rebates/discounts




Financial incentives to cut back usage




Rebates on HE heating/cooling equipment






Online energy audit program

Thermostat control


Illustrate how usage impacts environment









Satisfaction with Offerings

8.10

8.10

7.94

7.89

7.82

7.79

7.77

7.76

7.74

7.71

7.67

7.58

7.58

7.57

7.56

7.49

7.47

7.46

7.45

7.45

7.44

7.42

7.39

7.37

7.34

7.29

7.03

7.03

6.95

6.85



E-Bill

Thermostat control


Illustrate how usage impacts environment




Rebates on HE heating/cooling equipment



How much Energy projected to use/spend














Online energy audit program

Thermostat control

Tool comparing usage to other households




Top Performers



Top Performers - Awareness

Average number of programs aware of among 30 offerings (multiplied by 100)

Range is 0 to 3,000

669

581

544

541

539

527

513

494

483

468

466

458

SRP

SMUD

APS

CPS Energy

Hydro One

BGE

Pacific Gas and Electric

Southern California Edison

Portland General Electric

OG&E

Vectren

Xcel Energy-West

Awareness Score

Note: Utilities shown have 100 or more responses



Top Performers – Participation

Average number of programs currently using of multiplied by 100

Range is 0 to 3,000

138

124

112

110

107

100

93

89

87

86

84

84

SRP

BGE

APS

Hydro One

OG&E

Pepco

Entergy Arkansas

Southern California Edison

CPS Energy

Pacific Gas and Electric

Avista

Duke Energy-Carolinas

Participation Score




Top Performers – Take Rate

Number of programs currently using divided by number of programs aware of

24%

24%

24%

23%

23%

22%

22%

21%

21%

21%

21%

Entergy Arkansas

Entergy Texas

Xcel Energy-South

BGE

OG&E

Avista

Pepco

APS

KCP&L

Southwestern Electric Power

SRP

Take Rate




Top Performers - Satisfaction

Average of the 1 to 10 effectiveness rating multiplied by 100

Range is 100 to 1,000


806

802

798

796

793

785

785

783

777

776

774

772

Florida Power & Light

Dominion Virginia Power

SMUD

KCP&L


Consumers Energy

MidAmerican Energy

Alliant Energy

PPL Electric Utilities

Tampa Electric

DTE Energy

ComEd

Satisfaction Score



Program Performance



Top Offerings by Benefit

50%

48%

47%




Comfort

44%

40%

40%

Time of day price plan



Control

63%

53%

50%

E-Bill



Convenience

51%

50%

48%


Earn points for reducing energy use

Online energy audit

Information

69%

66%

60%




Bill Amount

60%

55%

53%



Thermostat control

Usage

Top 2 Box



Impact of Consumer Engagement on J.D. Power Customer

Satisfaction Index – Top 10 Large Brands

550 600 650 700 750 800

SMUD

NV Energy

Ameren Illinois


PPL Electric Utilities

OG&E

Entergy Louisiana

CenterPoint Energy

Florida Power & Light

APS

Overall Customer Satisfaction Index

Satisfaction if not participating in any products or services

Satisfaction if participating in one or more product or service

Increase in CSAT

between participants and

non-participants

+100

+96

+95

+88

+84

+80

+79

+76

+74

+72

* the average brand

uplift is +48

Note: Only Large Size utilities shown.



Most-Satisfying Offerings Differ by Age Group

Top Product Satisfaction by Age Group

Younger than 35 35-44 45-54 55-6465 years or

older

Remotely adjust

thermostat

Water heater

cycling control

Old

appliance/refrig

erator recycling

Old

appliance/refrig

erator recycling

Old

appliance/refrig

erator recycling

Earn points for

reducing energy

use

Old

appliance/refrig

erator recycling

Rebates on

Energy Star

windows

Illustrate how

usage impacts

environment

E-Bill

Social media

tools that

compare usage

Real-time price

plan

Rebates on

Energy Star

appliances

Rebates on HE

heating/cooling

equipment

Alerts about

power outages



Top Performers – Positive less Negative Mentions

-2 -1 0 1 2 3 4 5 6

Gulf Power

CoServ

Kentucky Utilities

Con Edison

Oncor

National Grid

Duke Energy

ComEd

Tacoma Power

SRP

Indianapolis Power & Light

Toronto Hydro

Entergy Mississippi

Xcel Energy-South

Product Mentions

Positive Mentions Negative Mentions



More People are Reviewing their Usage but only 3% Review

more than Once per Month

47%

41%

14%

5%

2%

2%

1%

1%

48%

40%

14%

5%

3%

2%

1%

2%

Mail

Utility website

Email

In-home display

or monitor

Mobile app

Other

Phone message

(automated)

Text

How do you currently review your

energy usage?

2013

2014

27%

6%

4%

11%

51%

2%

1%

19%

6%

4%

11%

57%

2%

1%

Never/rarely

Annually

Biannually

Quarterly

Monthly

Weekly

Daily

How often do you currently review your

energy usage?



Study Subscription

� Subscribers get access to:

• Study overview deck

• Business Center hosts Executive Summary and questionnaire

• mTAB dataset with all brands, questions, respondents

Includes all results from W3 Electric Utility Residential Customer Satisfaction Study

� Subscribers will receive a custom presentation of results on their brand

• Delivered either via webcast or at the time of EU Res onsite meeting



Questions?



Contact Information

Contact a J.D. Power energy expert below to learn more about the 2014 Consumer

Engagement Study.

Jim Eddy

Director, Energy Practice

720-296-3524

[email protected]

Enrique Genao

Director, Energy Practice

732-216-5311

[email protected]

Tim Fox

Manager, Energy Practice

248-680-6480

[email protected]

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