N-1Evaluation Report
6 passages
Additional Comments on Billing Participants are attentive to their bills, noting higher-than-normal prices, requesting savings comparisons, more details, or more time to review the data. Fewer than one-half of participants have any comment...
AI summary Participants are paying close attention to their bills under the new rate plan, with many noting higher-than-normal prices and requesting more detailed information, comparisons, and clearer explanations. CPP participants are less likely to provide feedback compared to ToU participants. Some customers express confusion about their bills and the lack of clarity on savings and usage breakdowns.
The majority of business customers surveyed are on e-billing and express a high level of satisfaction with the MyAccount experience. Like residential customers, it is not surprising that a majority of those surveyed are on e-billing as the...
AI summary The majority of business customers surveyed are on e-billing and express high satisfaction with the MyAccount experience. E-billing is more common among certain customer segments, and satisfaction varies based on location, business type, and building age.
Electricity Bill The majority of customers are more likely to review their bill thoroughly and keep track of trends, as opposed to simply paying the amount owed. Customers were presented a sliding scale and asked where their opinion lies b...
AI summary The majority of electricity customers (71%) thoroughly review their bills and track usage trends, while 22% only focus on the amount due. Businesses outside of Cape Breton, larger businesses, and those on paper billing are more likely to review their bills thoroughly.
Confirming assumptions, many customers are unsure what rate plan they are on. Approximately three in ten each report being on Small General billing (Rate 10) , and General Demand billing (Rate 11). Comparatively, only one percent report be...
AI summary The text highlights that many customers are unsure of their rate plan, with a significant portion on Small General (Rate 10) and General Demand (Rate 11) billing. A large percentage of business customers are uncertain, and there are notable discrepancies in self-reported rate codes. Uncertainty is higher in certain customer segments, such as those on electric heat, smaller businesses, and newer buildings.
Current Metering & Systems Limitations - The existing Customer Information System (CIS) is the most challenging to update and integrate due to its age and lack of product support. A capital project to replace CIS is under development. - NS...
AI summary The existing Customer Information System (CIS) is outdated and difficult to update, requiring a capital project for replacement. NS Power's current systems lack capabilities for net metering on time-varying rates, time-varying demand charges, multiple energy blocks, and new integrations.
Application Communication - Automated emails sent from Salesforce kept customers informed on the status of their application and reduced application processing time for customer care - Integrations between TouchLogic and Salesforce for CPP...
AI summary The document discusses the use of automated emails from Salesforce and integrations between TouchLogic and Salesforce to improve customer communication and resolve issues related to CPP event and rate data. It also references an appendix on marketing tactics and results from the TVP Year Four Report.