Consumer Survey No. 39 - How Best to Serve Low Income Customers in the Utility Sector – The Need For a Strategy
DEFG’s Consumer Survey Report, “How Best to Serve Low Income Customers in the Utility Sector” The Need For a Strategy,” is available to download.
This year’s survey clearly points to the need for a customer strategy, rather than simply another pilot program, discounted rate, or payment approach. It is easy to get lost in the details around the wide range of intersection points with low income customers, including weatherization program, energy assistance, payment arrangements, credit and collections, or community solar programs. A coherent vision and customer strategy will bring clarity to all these activities.
I was disappointed to see how little was asked about the utility’s ability to help solve LI customers’ payment issues using energy efficiency. Because seasonal/situational high bills were at the top of the list of their issues, it is reasonable to expect that efficiency improvements that would decrease their risk of weather-related high bills would be highly appreciated by them. I urge you to focus much more on the potential benefits of energy efficiency in your next survey.
thanks.
Good comment. What do you think about the responses to Q.11 (slide 28) in which respondents placed energy efficiency in fourth place out of five choices? (Which service should utilities focus on first? Responses: Energy or bill assistance: 26%; Payment arrangements: 20%; Fees or other charges: 17%; Conservation or energy efficiency: 17%.) Yes, energy efficiency is essential, but challenging. In past surveys, we asked about energy efficiency programs, financial incentives, time-based pricing, and prepaid utility services. Targeted low-income energy efficiency programs are challenging to offer because household with limited income lack the ability to buy new appliances; they may live in substandard housing that does not qualify for weatherization; they may be renters who do not own major appliances. We welcome suggestions for future survey questions from anyone, and especially from members of the Low Income Energy Issues Forum. “LIEIF” members are working on a full range of issues that can improve service to limited income customers. Offer a question here, through the “contact us” form, or to ntreadway at this domain name.