Topic:"Customer Research" in M03452

Program Finding Recommendation Small SBLS-F3. SBLS-R3. The DSM Administrator should continue to promote the Business Customers were motivated to participate in the program primarily to financial benefit of program participation to small bu...

AI summary The Small Business Lighting Solutions (SBLS) program found that small businesses were motivated by energy cost savings. However, the program faced material delivery issues, with 60-80% of deliveries being late or incorrect. Despite improvements, delivery agents continued to report problems, though the DSM Administrator has implemented an alternative program design to address these issues.

Program Finding Recommendation Efficient DI-F1. DI-R1. Lighting While around one out of four respondents in 2008, 2009 and 2010 The DSM Administrator should consider using email to contact Products (23%, 25% and 27%) reported having first...

AI summary The text discusses the effectiveness of email as a communication tool for the Direct Install (DI) program, noting a significant increase in email awareness from 1% in 2008 to 21% in 2010. It also highlights that financial benefits were the primary motivation for customer participation, with 79% citing energy cost savings as a key factor.

consumers on continued energy efficient information from the energy audit, there was a change in their behavior practices offers a payback in energy savings long after a customer with regard to their use of energy at home: 51% now turn off...

AI summary The program has achieved high overall satisfaction (90%) with participants reporting behavioral changes and increased interest in energy efficiency. However, satisfaction with specific aspects like energy conservation measures, presentations, and work quality declined between 2009 and 2010. Participants recommended improving the quality of work as a key area for improvement.

NMR TABLE 5-49: EDUCATION LEVEL – 2008 AND 2009 ........................................................................................ 70 TABLE 5-50: RESPONDENT GENDER – 2010 .................................................................

AI summary The text presents a series of tables related to customer participation and satisfaction with energy efficiency programs, including data on education levels, gender distribution, product sales trends, and rebate impacts. It provides insights into program effectiveness and customer behavior.

........................................................................... 77 TABLE 6-10: OVERALL SATISFACTION WITH PROGRAM ........................................................................ 77 TABLE 6-11: REASON FOR DISSATISFACTION...

AI summary The text presents a series of tables related to customer satisfaction, program participation barriers, and the impact of rebate programs. It includes data on satisfaction levels, reasons for dissatisfaction, employment statistics, and sales trends associated with energy efficiency initiatives.

....................................................................................................... 87 TABLE 7-8: WHETHER BARRIERS LIMITED ABILITY TO PARTICIPATE IN PROGRAM .................. 87 TABLE 7-9: BARRIERS THAT LIMITED ABILITY...

AI summary The text presents a series of tables related to program participation, including barriers to participation, sources of awareness, customer reactions, actions taken, concerns, reasons for participation, and satisfaction levels with the program.

 Customer education and outreach. The PD program designs and distributes marketing materials to increase awareness among residential customers. Marketing efforts include radio, print, in-store signage, mail drop and the Internet.  Collab...

AI summary The PD program focuses on customer education and outreach through various marketing channels, including radio, print, and in-store signage, and collaborates with retailers to promote energy efficiency. Key assumptions include retailer participation, effective marketing, and the availability of CFLs. Barriers include awareness and retailer engagement.

x, NS. The interviews were conducted in December 2010 utilizing computer-assisted telephone interviewing (CATI) and a random digit dial (RDD) sample of residential telephone numbers in Nova Scotia. NMR Evaluation of 2010 Power Down Program...

AI summary The 2010 Power Down Program evaluation discusses sampling error in telephone surveys conducted in December 2010 using CATI and RDD methods. The survey covered residential households in Nova Scotia, with sample sizes and associated sampling errors at the 90% confidence level provided in Table 5-1.

2 2 9 11 Not at all satisfied 0 2 2 0 2 1 Table 5-31: Reasons for Dissatisfaction with CFLs 2010 Non- Total Participants Participants (Unweighted) Sample size 2 3 5 Burned out 1 2 3 Delay in light coming on 1 0 1 Don‘t like the light 0 1 1...

AI summary The 2010 Power Down Program evaluation highlights demographic similarities between participants and non-participants, noting that participants were more likely to own their homes and have higher incomes. The data is presented in a table comparing participants and non-participants.

88% 91% 93% 92% 72% Rent 7 13 12 9 7 8 28 43 Note here that the sample exhibits a few significant differences relative to the Census. NMR evaluated weighting the sample data to more closely match the Census data. However, owing to the rela...

AI summary The text discusses survey data from the 2010 Power Down Program, highlighting that 83% of participants and 86% of non-participants lived in single-family detached homes. It also notes challenges in weighting the sample data to match Census data due to small sample sizes and potential loss of respondents.

Page 68 Both participants and non-participants reported an average of around 2.5 full-time residents in their households. (Table 5-42 and Table 5-43) Table 5-42: Number of Full Time Residents – 2010 Non- Total Participants participants (We...

AI summary The text discusses the average number of full-time residents in households, reporting that both participants and non-participants had an average of around 2.5 full-time residents. Data is presented in Table 5-42 for the year 2010.

6 7 18 2010 participants and non-participants exhibited similar age distribution—the majority were 35 years old or older (81% and 88%, respectively). (Table 5-46) Table 5-46: Respondent Age – 2010 Non- Total Participants participants (Weig...

AI summary The age distribution of 2010 participants and non-participants was similar, with the majority being 35 years old or older. The table provides detailed breakdowns of the age groups for both participants and non-participants.

ipants. About three-fifths of participants (61%) possessed a trade certificate, a college diploma, or a university diploma compared to two-fifths of non-participants (40%). (Table 5-48 and Table 5-49) Table 5-48: Education Level – 2010 Par...

AI summary The data shows that 61% of participants had a trade certificate, college diploma, or university diploma, compared to 40% of non-participants. This highlights a higher level of education among participants, as detailed in Table 5-48.

Power Down Program Page 71 The survey respondents were about equally split between males and females. (Table 5-50 and Table 5-51) Table 5-50: Respondent Gender – 2010 Non- Total Participants participants (Weighted) Sample size 70 70 140 Fe...

AI summary The Power Down Program evaluation shows that survey respondents in 2010 were nearly evenly split between males and females, with 56% female and 44% male. Gender distribution data is also provided for 2008 and 2009, showing similar patterns.

ram component. Table 6-1 shows the estimated population, sample size and sampling error for the telephone survey. For the participant survey, the sampling error was +10.4% at the 90% confidence level. Table 6-1: Sample Size and Sampling Er...

AI summary The document discusses the methodology and results of a survey conducted in 2010 to evaluate the Power Down Program. It includes details on sampling error, participant weighting, and retailer familiarity with product stocking patterns and sales trends.

. The additional rebates offered ranged from $3 to $15; again, the percentages shown for the additional rebates are based on the small number of interviewees that answered these questions. (Table 6-8) Table 6-8: Whether Other Rebates were...

AI summary The text discusses the range of additional rebates offered during the 2010 Power Down Program, ranging from $3 to $15. The percentages of participants who received these rebates are based on a small number of interviewees. Table 6-8 provides data on the distribution of rebates across different product categories and sources.

t to customers‘ purchasing decisions to buy ENERGY STAR clothes washers, while two out of five stated that the rebate had not been important to the purchase decision for clothes washers. ( Table 7-7) Table 7-7: Importance of Program Rebate...

AI summary The text discusses customer purchasing decisions influenced by rebates for ENERGY STAR appliances, with mixed results. Most retailers reported no barriers to participating in the program, though some noted challenges like confusing signage or initial exclusion of independent retailers.

ted that you were not satisfied with the program support and communications. Why were you not satisfied with the program support and communications? [PROBE FOR SPECIFIC REASONS. MULTIPLE RESPONSES.] Q44c1. [IF Q44c = 1 or 2] You indicated...

AI summary The text contains survey questions related to the evaluation of the 2010 NSPI Power Down Program, focusing on customer satisfaction with program support, communications, covered items, rebates, and barriers to participation. It also asks for recommendations and collects data on store size and business duration.

st heard about Power Down program? [If felt excluded] What actions, if any, did you take to become involved in the program? 6. Did you have any concerns about participating in the program? NMR Evaluation of 2010 NSPI Power Down Program Pag...

AI summary The text is a series of survey questions aimed at evaluating the 2010 NSPI Power Down Program, focusing on participant concerns, reasons for participation, barriers to involvement, and the program's impact on sales and store practices.

NMR 4.2.1 Appliance Retirement Program Planning .............................................................................................. 32 4.2.2 Appliance Retirement Program Staffing ....................................................

AI summary The text outlines the planning, staffing, and scheduling for appliance retirement and replacement programs, as well as administrative structures, information sources, and participant motivations for these programs.

ould have to pay by cash or check. She was also dissatisfied with the time required for rebate processing: she indicated that it had taken over two months for the program to send her the rebate check. 4.11.3 Staff and Contractor Perspectiv...

AI summary The Appliance Retirement program faced customer dissatisfaction due to issues with the call center, property damage during appliance removal, and appliance eligibility. Complaints were forwarded to the call center for resolution, and property damage was addressed by the pickup contractor with reimbursement. The program also faced delays in rebate processing.

it provided? How frequently is it provided? Approximately how much of your organization‘s effort for the Appliance Retirement Program is spent on fulfilling data tracking requirements? 14. In general, how well do you think the program trac...

AI summary The document outlines a series of questions related to the Appliance Retirement Program, focusing on data tracking requirements, program delivery processes, and customer participation. It seeks feedback on the efficiency of data capture, program delivery timelines, process improvements, and factors influencing customer participation.

ave any other suggestions for improving the program delivery process? Customer Issues 20. Why do you think most customers participate in the program? What other reasons drive participation? NMR Evaluation of 2010 Appliance Retirement & Rep...

AI summary The text presents a set of questions aimed at evaluating the 2010 Appliance Retirement & Replacement Program, focusing on customer participation, satisfaction, and program strengths and weaknesses. It also includes a draft discussion guide for multifamily participants.

remove all environmentally hazardous materials, such as capacitors, mercury switches and refrigerants. Ninety-five percent of the unit is recycled including the metal, rubber, plastic and coolants.‖] P3. Using a scale from 1 to 5 where 1 i...

AI summary The text contains survey questions about customer satisfaction with the 2010 Appliance Retirement & Replacement Program, including questions on overall satisfaction, reasons for dissatisfaction, sign-up methods, ease of sign-up, and suggestions for improvement.

20. Are there any factors inhibit your ability to effectively perform any part of the program delivery process? IF YES: What are they? How can these be addressed? What impact do you think addressing them will have on your effectiveness and...

AI summary The text outlines a series of questions aimed at assessing the effectiveness of a program delivery process, focusing on customer awareness, participation, and satisfaction with the Appliance Retirement program. It also explores barriers to program delivery, areas for improvement, and customer complaints or dissatisfaction.

TABLE 3-1: SAMPLE SIZE AND SAMPLING ERROR .................................................................................. 19 TABLE 3-2: HOW CUSTOMERS LEARNED ABOUT THE PROGRAM (MULTIPLE RESPONSES) ................. 23 TABLE 3-3: CONCERN...

AI summary The text presents a series of tables related to a program evaluation, including customer learning, concerns, reasons for interest, effectiveness of measures, and satisfaction with the program. These tables provide data on program participation, implementation, and outcomes.

that most people had heard about the program through word-of-mouth. Other ways that customers frequently mentioned finding out about the program were though the Internet (14%) and the newspaper (10%). Table 3-2: How Customers Learned About...

AI summary The text discusses how customers learned about a program, with word-of-mouth being the most common method, followed by the Internet and newspaper. The data is presented in a table comparing 2009 and 2010 responses.

o 64 30 34 65 or older 11α About three out of five 2010 respondents (59%) had earned a university diploma. (Table 3-26) Table 3-26: Educational Attainment 2009 2010 Sample size 23 70 Less than high school 0% 6% High school graduate 13 19 T...

AI summary The text provides demographic data from the 2010 EnerGuide for Existing Houses Program participant survey, highlighting educational attainment and gender distribution among respondents.

ry dissatisfied with your experience with that specific aspect of the program. V.Satisf Satisf Neither Dissat V.Dissat DK/Ref 10a. The First Energy Audit Overall 1 2 3 4 5 9 This was the first audit of your home's energy use that identifie...

AI summary The text presents a survey section related to customer satisfaction with energy audit processes and rebate programs. It includes questions about the first and final energy audits, scheduling, information provided, and rebate satisfaction. The survey aims to gather feedback on the effectiveness of energy efficiency initiatives.

next six months 2. Within seven to twelve months 3. More than a year from now 8. (Don‘t know) 9. (Refused) NMR Evaluation of 2010 EnerGuide for Existing Houses Program Page A10 [ASK Q27 IF ANY Q0a thru l=1 or Q22a thru l=1] 27. How satisfi...

AI summary The text includes survey questions related to customer satisfaction with energy efficiency upgrades installed in homes under the EnerGuide program. It asks respondents to rate their satisfaction and identify reasons for dissatisfaction, as well as whether they made additional energy-saving upgrades beyond those recommended by the program.

VALUE and five is IMMENSE VALUE, how would you rate the overall value of the program? [ENTER VALUE] _ Section 5 - Satisfaction with the effects of measures on their energy bills 34. How long has it been since you installed the energy effic...

AI summary The text contains survey questions related to customer satisfaction with energy efficiency programs, specifically focusing on the perceived value of the program, changes in energy bills after installation of energy-efficient measures, and receptivity to additional upgrades not covered by the program.

Customer Issues 26. In general, how aware and knowledgeable are consumers in your service territory about the program? How important do you think it is to increase consumer awareness levels about the program? Why do you feel this way? What...

AI summary The text outlines a series of questions aimed at understanding customer awareness, participation, and engagement with a program. It explores how customers learn about the program, outreach efforts, barriers to participation, and the impact of Nova Scotia Power's involvement.

Program Outreach and Marketing Finding Recommendation LIH-F1. LIH-R1. Although the participant sourcing process worked effectively, the Increase program marketing and outreach efforts to assure flow of names of prospective participants tha...

AI summary The LIH program faced challenges in participant recruitment due to insufficient outreach and low income eligibility thresholds, leading to inefficiencies in delivery and inconsistent work for agents. Recommendations include increasing marketing efforts, expanding outreach to the MURB market, and raising income eligibility thresholds, especially in rural areas.

ncies of time and travel expenses. LIH-F3. LIH-R3. One in three respondents (34%) to the participant survey reported first Consider increasing targeted media advertising of the learning about REAP from outreach activities: a letter (19%) o...

AI summary The evaluation of the Low Income Households Program (LIH) highlights that most participants learned about the Residential Energy Affordability Program (REAP) through outreach activities, such as letters and direct telephone contact. There is a suggestion to increase targeted media advertising to improve awareness. Participants were motivated by energy savings and financial benefits, with some skepticism about the program being free.

Program Outreach and Marketing (continued) Finding Recommendation LIH-F5. LIH-R5. Participation in the program resulted in 40% of the respondents Prospective participants should be made aware of the reporting a reduction in their energy bi...

AI summary The program has led to significant energy bill reductions, with 40% of participants reporting savings and an average monthly saving of $42. Most participants were satisfied with the savings and comfort improvements. Nearly all would recommend the program, though word-of-mouth was not a common source of awareness.

e-participation and post-participation period to be accurately analyzed. At the end of the editing of the participant billing data a total of 210 participants were available for the billing analysis. 2.4 Develop Representative Control Grou...

AI summary The analysis involved selecting a representative control group of 1,860 non-participants to compare with 210 LIH program participants, ensuring similar weather, rate class, and heating sources. Matching criteria based on annualized usage and rate code were used, resulting in four control group members per participant. The distribution of annualized usage showed similar consumption patterns between groups, validating the control group selection.

Page 26 Administrator has discussed these gaps with the Outreach Agents and regular check-ins have been put into place. Thus the Program Administrator has addressed these issues. 3.6 Customer Expectations The in-depth interviews uncovered...

AI summary The document discusses inconsistencies in customer expectations regarding the Conservation Nova Scotia (CNS) program. Participants recruited through outreach channels had higher expectations, such as receiving new appliances and full energy audits, which were not always met by the Delivery Agents, leading to customer complaints.

4.2 Awareness, Motivations and Barriers As Table 4-2 shows, two out of five respondents to the survey (40%) reported first learning about REAP from outreach activities: a letter (19%), a direct telephone contact (15%), or an agency contact...

AI summary The survey shows that 40% of respondents learned about the Residential Energy Affordability Program (REAP) through outreach activities, such as letters, phone calls, and agency contacts. Word of mouth accounted for 13%, while 24% could not recall how they first learned about the program. There was a significant decrease in the number of respondents who learned about the program through agency contact from 33% in 2009 to 6% in 2010.

2% Other 4% 6% No other actions reported 55% 69% NMR Evaluation of 2010 Low Income Households Program Page 38 4.6 Satisfaction and Value The survey respondents were asked several questions regarding their satisfaction with specific aspects...

AI summary The 2010 Low Income Households Program (REAP) had high overall satisfaction, with 90% of respondents satisfied. However, satisfaction with specific aspects like energy conservation measures and the quality of work declined slightly from 2009, with some dissatisfaction attributed to expectations and issues with Delivery Agents.

in satisfaction with the energy conservation measures installed, the energy efficiency presentation, and the quality of the work completed was statistically significant at the 90% confidence interval. Table 4-15: Satisfaction with LI REAP...

AI summary The satisfaction levels with the REAP program and its various aspects decreased from 2009 to 2010, with statistically significant differences at the 90% confidence level for several components such as the energy efficiency presentation, energy conservation measures installed, and the quality of the work completed.

Appendix A Billing Analysis Methodology Detailed Methodology to Develop the Participant Analysis Group The first step in the analysis of the Low Income Household Program was to identify all participants that could contribute to the analysi...

AI summary This section outlines the methodology used to develop the Participant Analysis Group and Control Group for the Low Income Household Program. Nova Scotia Power identified 332 participants and merged their billing data with site-specific information. A four-step algorithm was used to develop the control group, with matching based on annualized usage.

ame house in program Respondents n 55 Yes 100% Table B-2: Reasons for Participating Most Second Most Important Important Motivation Motivation Sample size 55 59 To save energy 27% 15% To save money on my electric 25 25 bill No cost for ser...

AI summary The table presents data on participant motivations for a program, showing that saving energy and reducing electric bills are the most common reasons for participation, with a significant portion of respondents indicating they do not know the reasons for participating.

exus Market Research) on behalf of the REAP (Residential Energy Affordability Program) from Nova Scotia Power and Conserve Nova Scotia. We understand you participated in this program. Is that correct? IF PARTICIPANT IS NOT SURE OR DOES NOT...

AI summary The text outlines a survey conducted by exus Market Research on behalf of the REAP program, aiming to gather feedback from participants regarding their experience with the Residential Energy Affordability Program. The survey includes prompts to confirm participation and asks about primary heating methods.

y conservation measures installed 1 2 3 4 5 9 b. Quality of the work completed 1 2 3 4 5 9 14. [IF DISSATISFIED WITH ENERGY EVALUATION—Q#0=4 or 5] You indicated that you were not satisfied with the energy evaluation that was done of your h...

AI summary The text presents survey questions related to customer satisfaction with energy evaluations conducted as part of a low-income households program. It asks about dissatisfaction reasons and whether the evaluation changed energy usage behavior.

n you received from the energy evaluation changed your behavior in terms of how you use energy at home? 1. Yes [ASK Q#17] 2. No 8. Don‘t know 9. Refused 17. [IF Q#16=1] How has your behavior changed? [DO NOT READ. ACCEPT ALL RESPONSES] 1....

AI summary The text includes survey questions about changes in energy usage behavior and verification of installed energy efficiency measures in homes. It focuses on assessing the impact of the 2010 Low Income Households program on energy consumption patterns.

know) 99. (Refused) 40. Before participating, did you have any concerns about taking part in the program? 1. Yes 2. No 8. Don‘t know 9. Refused 41. [IF Q40 = 1] What were those concerns? [DO NOT READ. ACCEPT ALL RESPONSES] 1. (That my ―bot...

AI summary The text includes survey questions related to participant concerns and satisfaction with the EnerGuide for New Houses Program. It asks about concerns before participation and overall satisfaction with the program, including reasons for dissatisfaction.

2 3 4 5 9 no extremely DK and designation influence influential itself Section 14 - Impact of measures on comfort level and value of the program to customers 50. Do you think the energy efficiency measures installed through the program hav...

AI summary The section asks participants about the impact of energy efficiency measures on home comfort and energy bills, the value of the EnerGuide for New Houses program, and whether there are additional upgrades they would like covered. It also invites recommendations for program improvements.

al customers to the program? Who is targeted in your marketing (i.e Home buyers, Builders)? How do you market to them specifically? Do you have access to adequate materials and information for customer presentations and meetings?] 31. Are...

AI summary The text includes a series of questions about customer participation in a program, focusing on target segments, marketing strategies, and barriers to participation. It also references an evaluation of the 2010 EnerGuide for New Houses Program.

keeps customers from participating in the program? NMR Evaluation—2010 EnerGuide for New Houses Program Page A36 34. What impact, if any, has the entry of Nova Scotia Power into the program had on customer awareness and/or response to the...

AI summary The text consists of a series of evaluation questions about the 2010 EnerGuide for New Houses Program, focusing on customer awareness, program effectiveness, customer satisfaction, and areas for improvement. It also requests contact information for an energy advisor from an unspecified organization.

4-2 shows the estimated population, sample size and sampling error for the 2008, 2009 and 2010 telephone surveys. For each survey, the sampling error was less than 10% at the 90% confidence interval. Table 4-2: Sample Size and Sampling Err...

AI summary The document provides data on sampling errors for telephone surveys conducted in 2008, 2009, and 2010, and details the design and implementation of a program that installed CFLs and LED exit lights in small commercial businesses across Nova Scotia to achieve energy and demand savings goals.

Influenced Additional Actions 2008 2009 2010 Sample size 70 70 77 σ† Yes 27% 47% 31% σ† No 73 47 66 σ Don't know 5 3 Additional Actions Taken Sample size 19 39 24 † σ Behavior change 58 19 25 σ† Heating 32 4 25 σ Lighting 11 35 17 Windows...

AI summary The text presents statistical data on influenced additional actions and energy-related behaviors across three years (2008-2010), including sample sizes and percentages of responses for various categories such as behavior change, heating, lighting, and energy management systems.

fficient equipment, and four out of five respondents (80%) reported that they would be ‗very likely‘ to purchase energy-efficient equipment when replacing equipment in the future. (Table 4-18) Table 4-18: Future Energy Efficiency Purchases...

AI summary The text discusses survey results showing high customer satisfaction with the Direct Install (DI) program for energy-efficient lighting products. 80% of respondents indicated they would be very likely to purchase energy-efficient equipment in the future. 97% of respondents were satisfied with the program overall, with 84% reporting very high satisfaction. However, satisfaction with installation scheduling and timing was lower in 2010 compared to 2009.

Table 4-23: Business Type 2008 2009 2010 Survey Survey Survey Respondents Population Respondents Population Respondents Population Sample size 70 1,076 67 1,512 74 2,884 Lodging – including † 20% 14% 33% 0% 34% 30% apartment buildings Offi...

AI summary Table 4-23 presents survey data on business types in Nova Scotia from 2008 to 2010, including sample sizes, number of respondents, and population estimates for various sectors such as lodging, office, retail, food service, and others.

answer some questions related to your participation in this program, the information you provide will be used to help Nova Scotia Power evaluate and improve the program. Is this a good time for you? 1. Our records indicate that your compan...

AI summary The text outlines a survey process for participants in Nova Scotia Power's Efficient Lighting Products Program, aiming to gather feedback to improve the program. It includes questions about participation confirmation, identification of the most knowledgeable individual, and scheduling of interviews.

D LIST] Light Quality 1. (Bulb is too bright) 2. (Bulb is not bright enough) 3. (Don‘t like the overall quality of the light) 4. (Don‘t like the color of the light—it is too [SPECIFY: _]) Function/Performance 5. (Delay in light coming on)...

AI summary The text outlines customer feedback on lighting products installed under the Efficient Lighting Products Direct Install Program, focusing on issues related to light quality, function/performance, and physical limitations. It includes survey questions about satisfaction with LED exit lights and reasons for dissatisfaction.

n require energy efficiency measures pay for themselves in order for your company / organization to implement a measure—that is, what are your payback requirements? [999 = Don‘t know/don‘t recall] Section III. Satisfaction with Program & F...

AI summary The text presents survey questions related to energy efficiency programs, focusing on payback requirements, satisfaction with the Efficient Lighting Products Program, and barriers to implementing energy efficiency measures. It includes sections on program satisfaction, future purchase intentions, and barriers to action.

depth interviews conducted with program staff, one program participant, as well as a telephone survey of program participants. Copies of the interview guides are included in Appendix A of this report. 5.1.1 In-depth Interviews NMR staff co...

AI summary The Nova Scotia Utility Board (NMR) conducted in-depth interviews and telephone surveys to evaluate the Building Efficiency Rebate (BER) program. Interviews were conducted with the BER program manager, and telephone surveys were completed with 11 participants. Sampling error was estimated at +20.1% for the 2010 program year.

ebate Program Page A16 5. In general, how often do you interact with NSPI energy efficiency program staff? Who do you interact with at NSPI? a. What types of interactions do you typically have with NSPI staff? [Probe: status calls, meeting...

AI summary The text outlines a series of questions related to interactions with NSPI energy efficiency program staff, the use of design professionals in project scoping, and the delivery process of the C&I Custom and BER programs. It focuses on participant experiences and perceived barriers to program participation.

KEMA, Inc. 50-2 Howard Street, Somerville, MA 02144 Phone: (617) 284-6230 Fax: (617) 284-6239 www.nmrgroupinc.com Evaluation of 2010 C&I Custom Program

AI summary The document is an evaluation of the 2010 C&I Custom Program conducted by KEMA, Inc. It provides an analysis of the program's performance and outcomes.

cient time to complete their M&V results into their tracking system. This was also the case in the activities and enter the results into the tracking system. After 2009 evaluation. that, a more rigorous impact evaluation effort can be unde...

AI summary The 2010 C&I Custom Program evaluation faced bottlenecks due to time required for report generation and data entry errors. The Program Administrator is advised to improve data entry protocols and conduct more rigorous impact evaluations.

additional work remains to be done to fine-tune the system. NMR understands that implementing a centralized data tracking system takes time and that DSM Administrator staff will fine-tune the system over time. The 2010 evaluation shows the...

AI summary The text discusses the need for improved data tracking in the C&I Custom Program, with NMR acknowledging the need for fine-tuning the system and more rigorous data entry protocols. It also outlines outreach and marketing efforts, including the addition of a Sales Lead role and advertising in print media. Program awareness was largely driven by NSPI and contractors.

st heard about the program through a contractor, a vendor or word of mouth. Nearly one in four (23%) respondents said they had first heard about the program through a recreation facility association.9 Table 3-2: Source of First Awareness o...

AI summary The text discusses how participants in the C&I Custom Program first became aware of it, with sources including word of mouth, contractors, and recreation facility associations. A table provides data on awareness sources across different years, with a note that the recreation facility association was a curling rink association.

39 NMR Evaluation of 2010 C&I Custom Program Page 21 As in 2008 and 2009, over one-half of 2010 respondents (69%) reported that they had faced no barriers to participation in the program. Three out of 13 respondents reported have faced a b...

AI summary In 2010, 69% of respondents reported no barriers to participating in the C&I Custom Program. Three respondents faced barriers, including one non-profit company, one with communication difficulties with a contractor, and one in a remote location.

90% 12 66% Project rebate amount 10 90% 10 100% 13 77% Verification 7 86% 9 78% 12 75% Those giving a rating of 5 or 4 on a scale where Rating: 5= ‗very satisfied‘ and 1 = ‗not at all satisfied‘ 11 The detailed responses are provided in Ap...

AI summary The evaluation of the 2010 C&I Custom Program indicates that 85% of respondents reported that someone outside their organizations was most responsible for specifying the measures installed through the program, with design professionals and contractors being the most frequently cited.

lighting loggers were installed. NMR Evaluation of 2010 C&I Custom Program Page A35

AI summary The document discusses the evaluation of the 2010 Commercial and Industrial Custom Program, focusing on the installation of lighting loggers as part of the assessment process.

e logger data to tenant spaces. NMR Evaluation of 2010 C&I Custom Program Page A53

AI summary The document evaluates the 2010 C&I Custom Program, focusing on its performance and impact. It includes analysis and findings related to the program's effectiveness in achieving energy efficiency goals for commercial and industrial customers.

tments were made as necessary. NMR Evaluation of 2010 C&I Custom Program Page A64

AI summary The document discusses the evaluation of the 2010 C&I Custom Program, focusing on its performance and outcomes. Key aspects include program effectiveness, participant feedback, and overall impact on energy efficiency in commercial and industrial sectors.

NMR Evaluation of 2010 C&I Custom Program Page C1 Appendix C Interview Guides PARTICIPANT QUESTIONNAIRE: C&I Custom Program Final: July 22, 2010 Hello, my name is from NMR Group. I am calling on behalf of Nova Scotia Power, as part of an e...

AI summary This document is a participant questionnaire for Nova Scotia Power's Commercial and Industrial Custom Program, used to evaluate and improve the program by gathering feedback from participants. It includes questions to confirm participation and identify the most knowledgeable individual within the company.

5. 2003 6. 2004 7. 2005 8. 2006 9. 2007 10. 2008 11. 2009 12. 2010 99. Don‘t Know 8. How did you first learn about the Commercial and Industrial Custom Program? [RANDOMIZE AND READ 1-7, THEN 8] (choose one) KEEP RESPONSE 3&4 TOGETHER AND I...

AI summary The text includes a survey question about how respondents learned about the Commercial and Industrial Custom Program and the reasons for participation, with options provided. It also references an evaluation of the 2010 C&I Custom Program and mentions Nova Scotia Power (NMR).

rganization had not participated in the NMR Evaluation of 2010 C&I Custom Program Page C6 Commercial and Industrial Custom Program, which of the following actions do you think you would have taken? Please select all that apply. Would you h...

AI summary The document evaluates the impact of the 2010 Commercial and Industrial Custom Program on participants' decisions to install energy-efficient equipment. It asks respondents about potential actions if the program had not existed and assesses the program's influence on their decisions.

1. Fewer than 5 2. 5 to 9 3. 10 to 19 4. 20 to 49 5. 50 to 99 6. 100 to 249 7. 250 or More 9. Don‘t know/Don‘t recall NMR Evaluation of 2010 C&I Custom Program Page C16 34. How many hours per week, on average, is the facility open? [999 =...

AI summary The text includes survey questions related to the number of employees and the weekly operating hours of a facility, as well as whether the company is independent or part of a larger organization. These questions are part of an evaluation of the 2010 C&I Custom Program.

ve? Short-term? Intermediate? Long-term? a. Are there any key indicators or metrics to gauge program effectiveness and success in short-, intermediate-, and long-term? Marketing, Participating Retailers, and Verification: 17. Please explai...

AI summary The text presents a series of questions regarding the evaluation of the 2010 C&I Custom Program, focusing on program effectiveness, marketing strategies, trade ally involvement, and program delivery. It also references a recommendation from the previous year regarding training energy efficiency contractors.

cipate in the NSPI rebate programs? [Probe: Save energy, rebates offered, reduce maintenance costs, protect environment, recommended by utility, concerns with carbon, etc.] 12. Were there any challenges or barriers that you faced in making...

AI summary The text outlines a series of questions aimed at evaluating the experience of participants in NSPI rebate programs, focusing on barriers to participation, challenges in implementation, satisfaction levels, and gaps in program coverage. It also asks about the effectiveness of communication, rebate amounts, and measurement and verification processes.

.......................................................................................................................... 16 3.1 METHODOLOGY ....................................................................................................

AI summary The text outlines the methodology and structure of a study, including in-depth interviews, telephone surveys, and sampling error considerations. It also covers program goals, responsibility, outreach, awareness, prior purchases, and post-participation energy efficiency actions.

............... 17 TABLE 3-3: SOURCE OF FIRST AWARENESS OF SBLS PROGRAM .......................................................... 21 TABLE 3-4: PRIOR PURCHASES OF EFFICIENT LIGHTING PRODUCTS ..................................................

AI summary The text provides a list of tables related to the Small Business Lighting Program (SBLS), including participant awareness, prior purchases, program influence, barriers, and satisfaction levels. These tables are used for evaluating the program's effectiveness and participant experiences.

lled through the program Don‘t know 25% Stated Intent Score = average of FR2a, FR2b, FR2c+ci, and FR2d. Table 2-8: CFL Free-ridership Program Influence Questions Free- Question Question Responses Rider Number Score How influential were the...

AI summary The text presents data from a survey assessing the influence of various elements on participation in the Small Business Lighting Solutions program. Respondents rated the influence of NSPI incentives, initial contact by program representatives, and NSPI-funded lighting audits on their decision to install energy-efficient lighting.

als Vendor and the lighting recycler, as well as a telephone survey of program participants. Copies of the interview guides are included in Appendix AError! Reference source not found. to this report. 3.1.1 In-depth Interviews NMR staff co...

AI summary The document describes a series of in-depth interviews conducted in 2010 with various stakeholders of the SBLS program, including the program manager, delivery agents, materials vendor, and recycling contractor. Topics covered included program goals, delivery processes, participant perceptions, and challenges faced.

iors  Participant firmographics 3.1.3 Sampling Error Table 3-2 shows the estimated population, sample size and associated sampling error at the 90% confidence level for the telephone surveys. Table 3-2: Sample Size and Sampling Error Samp...

AI summary The document discusses the sampling error associated with telephone surveys conducted in 2008, 2009, and 2010, as well as the structure and implementation of the 2010 SBLS program, which was managed by the DSM Administrator and involved Delivery Agents and other contractors.

2 6 NMR Evaluation of 2010 Small Business Lighting Solutions Program Page 29 About three-fourths of the 2010 respondents (74%) reported that they owned their own buildings. Respondents who reported that they did not own their buildings wer...

AI summary The evaluation of the 2010 Small Business Lighting Solutions (SBLS) program found that 74% of respondents owned their buildings, while 56% of renters did not need permission from building owners to participate. Only two respondents reported significant barriers in obtaining permission, with one describing it as very significant.

4 NMR Evaluation of 2010 Small Business Lighting Solutions Program Page 30 3.10 Satisfaction with the Program The great majority of 2010 respondents (97%) reported that they were satisfied with the program overall, and seven out of ten (70...

AI summary The 2010 Small Business Lighting Solutions (SBLS) Program received high satisfaction ratings, with 97% of respondents expressing overall satisfaction and 70% reporting they were very satisfied. However, one participant expressed dissatisfaction with the program contractor in an in-depth interview.

information, and 9% reported a lack of time. Another two-fifths of respondents (38%) reported that they did not need additional measures or were not aware of any other available measures. (Table 3-17)

AI summary Survey results indicate that 9% of respondents lacked time to engage with energy efficiency measures, and 38% did not need additional measures or were unaware of other available options.

c. How long it takes them to come on d. Flickering e. How long they last f. Energy savings provided by the measure 30. Also on a scale of 1 to 5, where 1 means ‗not at all satisfied‘ and 5=‗very satisfied‘, how satisfied are you with the f...

AI summary This section contains survey questions about the Small Business Lighting Solutions Program, focusing on customer satisfaction with various aspects of the program and future intentions to purchase energy-efficient products. It also introduces a section on barriers to action and recommendations for improvements.

In what format is this provided to NSPI and how frequently? b. IF THEY DO NOT TRACK: Why not? Contractor Perceptions Now I‘d like to ask you a few questions about contractor perceptions. 18. What do you think motivates contractors (electri...

AI summary The text includes survey questions directed at contractors regarding their participation in the SBLS program, asking about motivations, barriers, and suggestions for improvement. It also includes firmographic questions about company size and structure.