Topic:"Customer Research" in M12780

Data Collection This subsection describes the data-collection activities conducted for the process and market evaluations. As discussed above, surveys and interviews were integrated, where applicable, to enable the simultaneous collection...

AI summary The subsection outlines data collection methods including in-depth interviews with stakeholders and surveys targeting Residential Demand Response non-participants. Interviews explored program component experiences, while surveys assessed awareness, benefits, and barriers. Results are detailed in referenced tables.

nstances whereby the EPI installer does not accurately collect the required device information, leading to difficulty identifying and auto-enrolling devices in Residential DR post-device installation. › Non-participants shared key perceive...

AI summary The text highlights challenges with EPI installers not collecting accurate device data, hindering Residential DR enrollment. Non-participants cite incentives and peak demand reduction as benefits but face barriers like enrollment complexity, privacy concerns, and lack of clarity. Maximizing enrolled devices per household is recommended as a key strategy.

Application Rebates Participant Survey In the fall of 2025, Narrative Research conducted a telephone survey with a total of 57 Application Rebates participants to collect information on free-ridership. An online version of the survey was c...

AI summary In fall 2025, Narrative Research conducted a telephone survey with 57 Application Rebates participants and two online respondents to assess free-ridership. The survey took 11 minutes (telephone) and 5 minutes (online), with methodology details in Appendices III and IV.

Interviews with New Brunswick Distributors The Evaluator selected to use the New Brunswick market as a comparator as, up until very recently, New Brunswick Power (NB Power), the DSM program administrator for the Province of New Brunswick,...

AI summary The Evaluator used New Brunswick as a comparator due to the recent launch of its Midstream Business Rebates Program (MBRP), similar to BER-IR. Six New Brunswick distributors were interviewed, revealing varied operational scopes and participation levels in the program. The study aimed to assess market evolution in business lighting, with data collection methods emphasizing pre-MBRP market conditions.

APPENDIX III BER Application Rebates Participant Survey Questionnaire

AI summary This document outlines a survey questionnaire for participants in the Business Energy Rebates (BER) program, part of a regulatory proceeding in Nova Scotia. It focuses on gathering feedback related to rebate application processes and participant experiences.

- 2. Yes, a Business Development Manager - 3. No - 98. Don't know/Refused - D10. How influential were the following factors in your decision to purchase (an) energy-efficient lighting product(s)? [RANDOMIZE] - a) The program rebate - b) Th...

AI summary The text includes a survey question about the influence of various factors on the decision to purchase energy-efficient lighting products, with options including program rebates, information from Efficiency Nova Scotia's website, and technical assistance from specific roles like the Onsite Energy Manager and Business Development Manager.

[ASK FOR ALL MEASURE CATEGORIES] - F1. Before participating in the Business Energy Rebates (BER) Program in , had your company/organization at any time in the past already participated in the Business Energy Rebates program or another Effi...

AI summary The document contains survey questions assessing prior participation in Efficiency Nova Scotia programs, influence of promotional materials on energy efficiency decisions, and the impact of previous program engagement on current choices regarding lighting, heat pumps, or other measures under the Business Energy Rebates (BER) Program.

Introduction Thank you for taking the time to speak with me today. I am interested in your perspective on the state of the lighting market in New Brunswick, as well as your initial feedback on the lighting incentives offered through NB Pow...

AI summary This introduction outlines a market research interview conducted by Econoler and Narrative Research on behalf of NB Power and Efficiency Nova Scotia, focusing on the lighting market in New Brunswick and feedback on the Midstream Business Rebate Program (MBRP). The discussion emphasizes confidentiality and seeks insights to improve the program.

Table 1: Overview of Data Collection Activity Descriptor This Instrument Instrument Type Interview guide Estimated Time to Complete 30 min Target Audience Nova Scotia – Non-participating Lighting Distributors Expected Number of Completes 2...

AI summary This document outlines data collection activities for an interview guide targeting non-participating lighting distributors in Nova Scotia. The guide includes sections on screening, lighting market assessment, and awareness of the BER-IR program. The research is to be adapted by Econoler and conducted by Narrative Research.

B. Awareness and Participation - B1. Without commenting on your participation in the Custom Retrofit program for now, why did your organization decide to implement the energy efficiency upgrades we are discussing today? [DO NOT READ] IF NE...

AI summary The section explores organizational motivations for participating in the Custom Retrofit program, focusing on reasons like cost reduction, energy policies, and environmental concerns. It also inquires about awareness channels and participation drivers, highlighting themes of program engagement and customer research.

[READ AND ROTATE (D1 + D2 TO D3) AND (D4 + D5 TO D7) SEQUENCES] - D1. Before participating in the Custom Retrofit program for this project, had your organization previously taken part in this program or in other programs offered by Efficie...

AI summary The text outlines a survey structure assessing participant engagement with Efficiency Nova Scotia programs, focusing on prior participation, influence of promotional materials, and cost-effectiveness evaluations. Questions aim to evaluate program impact on decision-making and technical assessments.

Pre-coded answers [DO NOT READ]: - 1. Lower operation costs - 2. Energy policy in my organization - 3. Environmental reasons/energy efficiency (non-cost related) - 4. Competitors are doing it - 98. Don't know - 99. Refused - B2. How did yo...

AI summary The document presents pre-coded survey responses about motivations for participating in a Custom Retrofit program, including cost reduction, energy policy alignment, environmental concerns, and competitive pressures. It also asks how participants first learned about the program and their specific reasons for joining.

Introduction – Online Survey Narrative Research and Econoler are currently conducting a formal evaluation of the Efficiency Nova Scotia Custom New Construction program. Your organization recently entered into an agreement in [CPA ACCEPTED...

AI summary Narrative Research and Econoler are evaluating Efficiency Nova Scotia's Custom New Construction program. The survey seeks to understand participants' motivations for building energy-efficient 'better-than-code' buildings and their material/equipment choices. Responses are confidential and will not affect incentive amounts.

J. Cross-Influence - J1. [SINGLE RESPONSE] Before participating in the Custom New Construction program for the [INSERT PROJECT NAME] project, had your organization already participated in Custom New Construction or in another Efficiency No...

AI summary The text outlines survey questions assessing cross-influence of Efficiency Nova Scotia programs on new construction projects. It asks about prior program participation, technical staff engagement, cost-effectiveness evaluation, and the impact of promotional materials on building decisions.

C. Cross-Influence - C1. Before participating in the Custom New Construction program for the building we discussed today, had you previously taken part in Custom New Construction this program or in another Efficiency Nova Scotia program? -...

AI summary The text presents survey questions assessing whether past participation in Efficiency Nova Scotia's programs or exposure to promotional materials influenced current decisions in new construction projects, focusing on cross-influence and program effectiveness.

3.1.1 Participant Satisfaction Survey (July 2025) E1 contracted Narrative Research to perform a customer satisfaction survey in July 2025. Narrative Research shared the survey customer satisfaction (CSAT) results with the Evaluator to enab...

AI summary E1 conducted a customer satisfaction survey for the 2025 Residential DR program, finding high satisfaction (80% on a 10-point scale), a positive NPS of 39, and insights into participant preferences and enrollment challenges.

3.3.1 Non-participant Recruitment To gather feedback from the non-participant perspective, the Evaluator conducted a survey among Efficient Product Installation (EPI) participants who received a smart thermostat in 2024 but who had not enr...

AI summary The Evaluator conducted a survey of Efficient Product Installation (EPI) participants who received smart thermostats but did not enroll in Residential DR. Challenges in linking EPI and Residential DR data hindered precise identification of non-participants. 66% of respondents confirmed their thermostats were not enrolled, 20% were enrolled, and 15% were unsure. The analysis focused on non-participants (n=103), excluding those who enrolled (n=25).

3.3.2 Level and Sources of Program Awareness Among Non-participants

AI summary This section examines the awareness levels and sources of information about energy efficiency programs among non-participants in Nova Scotia. It likely explores outreach effectiveness, barriers to participation, and the role of existing programs in informing residents and businesses.

Awareness About Residential DR EPI program participants who had technical difficulties enrolling in or opted not to enroll in Residential DR by not installing the thermostat application or removing their thermostat, in other words non-part...

AI summary A survey of EPI program participants and non-participants assessed awareness of Residential DR. 80% of participants recognized the program after a short description, while all non-participants became aware after a detailed explanation. The findings highlight varying levels of program recognition based on description length and participant status.

Sources of Awareness Marketing emails from E1 are the most common source of program awareness among non-participants (40%). [12](#page-59-3) This is followed by approximately two in 10 (22%) who indicate they became aware of the program th...

AI summary Marketing emails from E1 are the primary source of awareness for Residential DR (40% of non-participants), followed by the E1 website (22%) and social media (16%). Other sources include installers (8%) and smart thermostat notifications (6%). A 2025 survey by Narrative Research confirmed E1 emails as the top awareness channel for Residential DR, with women more likely to recognize the program via name and description (89% vs. 78% for men).

Additional Information Required to Reconsider Enrollment Non-participants also shared the additional information they would need to reconsider enrollment in Residential DR, with nine indicating that they would like more information overall...

AI summary Non-participants expressed a desire for more information to reconsider Residential DR enrollment, citing confusion and a preference for manual heating control. EPI applies a 2024 installation rate to thermostat savings for a small subset of non-users.

ation. 2025 Res DR-Finding: Non-participants shared key perceived benefits and barriers that can be leveraged to enhance program messaging and communications as well as increase participation. All EPI participants interviewed (Residential...

AI summary Non-participants in Residential DR highlighted awareness through E1 communications, valued incentives and grid support, but faced barriers like enrollment complexity, privacy concerns, and system control issues. A recommendation emphasizes leveraging E1 channels, clarifying benefits, and addressing privacy to boost participation.

Residential Demand Response Appendix I: Residential DR Non-participant Survey Questionnaire Appendix II: Residential DR Non-participant Survey Results Appendix III: Residential DR Service Provider Interview Guide Appendix IV: Residential D...

AI summary The document outlines appendices related to Nova Scotia's Residential Demand Response (RDR) initiative, including survey questionnaires, service provider interviews, tracking sheets, data analysis methodologies, regression coefficients, and 2025 recommendations for RDR program implementation and evaluation.

B. Awareness and Key Barriers B1. Are you aware of a program, called Eco Shift, offered by Efficiency Nova Scotia where you can enroll your smart thermostat(s) in the program to help reduce peak demand in Nova Scotia? [DISPLAY: When many p...

AI summary The section assesses awareness of the Eco Shift program by Efficiency Nova Scotia, which offers financial rebates for adjusting smart thermostats during peak demand. Key barriers to participation include discomfort with thermostat control, data privacy concerns, fear of cold homes, and lack of information.

[THANK AND TERMINATE AFTER B4 FOR ALL ANSWERS] - B5. [ASK IF B1=1 OR B2a=1] How did you learn about Efficiency Nova Scotia's Eco Shift Program? Please select all that apply. [MULTIPLE RESPONSE. RANDOMIZE 1-10.] - 1. From the installer who...

AI summary The text includes survey questions about customer awareness and enrollment in Efficiency Nova Scotia's Eco Shift Program, covering channels like installers, marketing emails, and the website. It also asks about enrollment status and methods, highlighting technical challenges and non-enrollment reasons.

- 2. No - 98. Don't know - D2. Who is primarily responsible for paying the energy bills in your household? [SELECT ONE RESPONSE] - 1. I pay the energy bills - 2. Someone else in my household pays the energy bills - 3. The landlord or prope...

AI summary The text contains survey questions related to household energy bill responsibility and demographic information such as age and education level. These questions are part of a data collection process likely aimed at understanding customer profiles for energy-related programs or regulatory analysis.

B. Program Processes - B1. Could you describe the enrollment and registration process for participants who enter the program via the bring your own device (BYOD) path? [PROBE for: Any feedback from the participants' perspective?] - a. What...

AI summary The text outlines a series of questions about program processes, including enrollment/registration for BYOD and other Efficiency Nova Scotia programs, DR event execution, opt-out procedures, incentive issuance, and drop-out observations. It seeks participant feedback on effectiveness, challenges, and areas for improvement across technologies like smart thermostats and EVs.

for use as part of the Affordable Multi Family Housing Program? Response IR-07: Please refer to EfficiencyOne's (E1) response to NS Power IR-03. DATE FILED: May 28, 2026 E1 (AEC) IR-07 Page 1 of 1 Request IR-08: EfficiencyOne created an ex...

AI summary The text responds to two requests regarding EfficiencyOne's (E1) Energy Poverty Visualization Tool and its role in the Affordable Multi-Family Housing Program. E1 explains that energy poverty is influenced by energy costs, usage, and income, using a dashboard combining community-level data sets for analysis. The response also directs to E1's report for detailed methodology.

) Please confirm that Strategic Energy Management is not included in the "Custom" Table 18 36. If not confirmed, please explain why it is separated in the Exhibit E-1-(ii) tables. 1 4 13 16 (f) Please explain the decrease in Strategic Ener...

AI summary The response addresses questions about the exclusion of Strategic Energy Management from a table, the decrease in participation, and the breakdown of incentive levels for custom programs. It explains that the table reflects a proposed plan and that changes in cost categorization, not program structure, caused the exclusion and participation decrease.

n 2025. [1](#page-166-0) DATE FILED: May 28, 2026 E1 (IG) IR-29 Page 1 of 2 M12780, Exhibit-3, E1 2025 DSM Programs Evaluation Reports, Demand Response Program, page 56. (b) E1 has addressed these barriers to the extent possible through pr...

AI summary E1 has made improvements to the Demand Response (DR) program, including better advance notice for peak events and addressing AMI data availability through independent metering. E1 plans to survey participants in the 2026 season as part of the BNI DR evaluation process to gather feedback on program satisfaction and areas for improvement.

PRICE SETTING Price setting is the process of coming up with the cost of a good or service for a consumer. With price setting, there are two influences: - 1. The value a consumer is willing to pay (participant perceived value) - 2. The pro...

AI summary Price setting involves balancing consumer perceived value and production/distribution costs plus return on investment. Perceived value is difficult to quantify and varies by individual, while return on investment can be calculated. Strategies like consumer surveys, competitive research, and historical data are used to estimate perceived value curves, which often follow a sigmoid relationship based on price elasticity of demand.

Table 7: Research Engagement Phase Research and Engagement Phase Customer Research Most jurisdictions studied undertake customer research (either primary or secondary) to identify the motivations to participate in energy efficiency program...

AI summary The table discusses customer research practices in energy efficiency programs across various jurisdictions. It highlights methods such as focus groups, market analysis, and one-on-one consultations to understand customer motivations and barriers. Program administrators use these insights to evaluate the impact of incentives and participant behavior.

CUSTOMER MOTIVATIONS AND BARRIERS As discussed, understanding customer motivations and barriers to participation are important. A key component of the customer research is understanding how customers view costs associated with the efficien...

AI summary The document discusses the importance of understanding customer motivations and barriers to participation in energy efficiency programs. It highlights the use of price sensitivity research and conjoint analysis for incentive modeling, with a recommendation to use these methods only for high-value incentive expenditures over $400,000 annually.

Conjoint Analysis Conjoint analysis can be used to evaluate how individual attributes contribute to consumers' value of a product or service. With many efficiency programs and incentive offers, there can be multiple benefits to the consume...

AI summary The text discusses the use of conjoint analysis to evaluate consumer preferences for efficiency programs and incentives, highlighting the importance of understanding financial and non-financial benefits. It recommends using Price Sensitivity Research and Conjoint Analysis for incentive expenditures over $400,000 annually and mentions that EfficiencyOne already conducts much of the required research.

3. What is the acceptable incentive threshold in terms of Customer Cost? With respect to Customer Cost, there may be an acceptable incentive level threshold that is based on the retail price, project cost, Incremental Equipment Cost or pro...

AI summary The acceptable incentive threshold for Customer Cost is based on factors like retail price, project cost, and payback period, with a suggested limit of 100% of Incremental Equipment Cost. This limit can be exceeded with justification. Guidelines suggest thresholds of 50-70% of retail price or project costs, or a minimum one-year payback period, but these are not hard limits.

Understand Customer Motivation and Barriers for Participation Currently, EfficiencyOne uses four different methods to understand customer motivation and barriers to participation: 1. Market research to assess customer awareness of programs...

AI summary EfficiencyOne uses four methods to understand customer motivation and barriers to participation in energy efficiency programs, including market research, annual surveys, active program management, and specialized research. The recommendation includes continuing these activities and introducing an annual survey on key technology portfolios to track participation trends and affordability concerns due to rising electricity prices.

FORMAL & DOCUMENTED INCENTIVE SETTING PROCESS It is recommended that ENS use a formal and documented incentive setting process for all incentive setting exercises. This does not necessarily mean that every step of the process needs to be f...

AI summary The document recommends that Efficiency Nova Scotia Corporation (ENSC) use a formal and documented incentive setting process for all incentive exercises. It highlights the importance of considering other market incentives in customer research, technology research, and financial impact analysis. Three potential processes are outlined: initial, existing incentive development, and new incentive development.

The template is provided as an attached Excel file, with a selected screenshot of the first page provided below: Initial Process Date: Measure: Sector: Technology: Program: Review Period: Existing Incentive What is the current incentive? I...

AI summary The text outlines a template for reviewing existing incentives, customer research, and technology research in the context of energy programs. It includes fields for assessing current market prices, penetration rates, and forecasted penetration, as well as questions about the nature of reviews and their timing.

For the Instant Savings Program, CLEAResult has the following recommendations: General Principle Current Activities Recommended Activities Understand Customer Motivation and Barriers for Participation For Instant Savings, EfficiencyOne gai...

AI summary CLEAResult recommends conducting annual price sensitivity research for popular program measures and continuing annual surveys to evaluate customer motivation and barriers for the Instant Savings Program. They also suggest using semi-annual surveys for residential LED technology to better understand customer behavior.

For the Custom Program, CLEAResult has the following recommendations:  For the Custom Program, EfficiencyOne gains an areas that are underperforming in terms of participation. understanding of customer motivations and barriers through: ...

AI summary CLEAResult recommends that EfficiencyOne improve the Custom Program by conducting market research, ongoing program management, program benchmarking, and program evaluation. Research indicates that financial incentives are not the main driver for participation, and educational incentives are more valuable. Surveys show that financial incentives are insignificant compared to overall construction costs, suggesting a need for alternative strategies.

Understand Customer Motivation and Barriers for Participation For the Home Energy Assessment Program, EfficiencyOne gains an understanding of customer motivations and barriers through the following activities: 1. Market Research; 2. Ongoin...

AI summary EfficiencyOne is analyzing customer motivations and barriers for participation in the Home Energy Assessment Program through market research, program management, benchmarking, and evaluation.

1 Due to the historical tracking, E1 is able to baseline performance ahead of any 2 improvements being deployed and results are analyzed monthly to ensure improvements 3 are resulting in the desired objective and to identify any necessary...

AI summary E1 tracks performance improvements and uses awareness scores from research to evaluate the success of energy efficiency programs. The Efficiency Preferred Partner network aims to grow and include businesses from diverse communities. E1 benchmarks the network's membership against industry data and plans to analyze gaps to ensure balanced enrollment and program effectiveness.

decision to engage a third-party consultant could uncover more savings opportunities or direct customers to take alternate approaches, which could also affect project savings and eligible incentives. Request IR-03: Refer to M12780, Exhibit...

AI summary The request (IR-03) asks EfficiencyOne (E1) to provide details on customer satisfaction surveys for small businesses and how they influenced the 2027–2031 DSM Preferred Plan. E1 responds that they conduct ongoing CSAT research with BNI participants, but the answer is incomplete.

AT) research with Business, Non-profit, and Institutional (BNI) program participants, including small business customers other than multi-unit residential businesses. This CSAT research is designed to 1 provide a consistent, ongoing measur...

AI summary This text discusses the Customer Satisfaction (CSAT) research conducted with Business, Non-profit, and Institutional (BNI) program participants, including small business customers. The research aims to measure customer experience and satisfaction over time, with results aggregated and analyzed quarterly and annually.

14 Table 1: Annual (2022-2025) CSAT results for Small Business Year Sample Size (n) Avg. Satisfaction Rating (out of 10) % Would Recommend ENS Programs % Would Participate in Future 2022 175 9.2 100% 98% 2023 133 9.2 100% 100% 2024 152 8.9...

AI summary The table presents customer satisfaction (CSAT) results for small businesses from 2022 to 2025, showing high satisfaction ratings and strong willingness to recommend and participate in energy efficiency programs.

Customer satisfaction results were used to inform DSM planning by providing insight into customer experience and program performance. This includes assessment of awareness sources and communication methods, as well as satisfaction with int...

AI summary Customer satisfaction results have informed DSM planning by evaluating customer experiences and program performance. E1 and third-party partners conducted research with small businesses from 2022 to 2025, including interviews, focus groups, and consultations with both program participants and non-participants.

3, page 785 – 790 of 1156. 2 Ibid, Table 10 on Page 785 of 1156. participants, as well as customers who did not proceed with or complete program participation. Additionally, in 2023, a qualitative review of the SBES and Business Energy Reb...

AI summary The text discusses findings from customer research on small business energy programs, identifying barriers such as lengthy pre-approval timelines, complex requirements, and limited awareness of financing options. It also highlights the need for improved communication and support from contractors to enhance the customer experience and increase participation.

nt survey in 2024 with 30 SBES non-participants to collect non-participant perspectives and determine spillover. Non-participant businesses were asked about program awareness and sources of awareness, 1 reasons or barriers for not particip...

AI summary The document discusses a survey conducted in 2024 with 30 SBES non-participants to gather perspectives on energy efficiency programs and barriers to participation. A 2026 study will further explore factors preventing program completion among incomplete participants.

1 (c) Does E1 collect customer surveys after the DR season regarding the 2 expectations and performance of the Smart Synergy program? If so, 3 please provide.

AI summary The question asks whether E1 collects customer surveys after the DR season regarding the expectations and performance of the Smart Synergy program, and if so, to provide the results.