Consumer surveys explore interest in targeted payment, program options

Energy consulting firm DEFG You are leaving WAPA.gov. has released two new consumer survey reports that could be useful to power providers looking for ways to improve service and satisfaction among different customer groups.

The Best Service for Utility Customers with the Least explores the need for more payment options and programs serving low-income households. These consumers continue to have trouble paying electric and heating bills and struggle to reduce their energy consumption. Respondents expressed concern about paying fees and penalties on their electric bills, and also showed interest in community solar programs. The survey indicates that there are opportunities for utilities to offer this customer group more and better ways to help them manage their energy budgets.

Prepayment appeals to a more segmented audience than low-income programs, but Prepay Energy: Past the Tipping Point and Scaling Up for Success finds that certain customers would welcome this option. Consumers who have adopted prepayment, such as gift cards and reloadable debit cards, and mobile bill payment would like to see their utilities offer them the same convenience. The reasons respondents gave included wanting more control over their energy costs and eliminating surprises by paying for energy as they use it.

An emerging theme across both reports is that consumers across income spectrums are open to utility programs that could help them gain more control over their energy bills. Both reports can be downloaded with a simple email registration.

Source: DEFG, 2/1/17