Topic:"Customer Research" in M12932

Review of Marketing and Communication Efforts In its Decision and Order on the Year Three Report (M11823), the Board provided: Narrative Research conducted a customer survey, which highlighted residential customers' dissatisfaction regardi...

AI summary The document discusses NS Power's efforts to improve communication with residential and commercial customers regarding time-varying pricing (TVP) programs. It highlights the use of a customer survey, a purpose-built estimation tool for residential inquiries, and a coordinated approach with commercial customers involving relationship management and data analytics. The Board emphasized the importance of clear communication to manage customer expectations and ensure the success of the TVP pilot.

HIGHLIGHTS: - Launched new rates branding - Optimized and enhanced website experience - Improved application process with Salesforce integrations - Advanced and targeted email strategy - Amplified customer reach & engagement with multi-cha...

AI summary The document highlights the implementation of new rates branding, website optimization, improved application processes, advanced email strategies, multi-channel outreach, and the introduction of reporting and analytics tools to enhance customer engagement and insights for future planning.

Overall, business customers express limited familiarity with their current rate. Notably, only two in ten indicate that they are highly familiar with their current standard rate, while customers overall provide a mean score of four on a te...

AI summary Business customers show limited familiarity with their current rate, with only 20% indicating high familiarity and over 50% expressing unfamiliarity. Familiarity varies based on factors like billing method, business size, industry type, and geographic location.

Overall, more than one-third of customers express a high level of familiarity with the Time of Use rate plan concept. Customers express a varying degree of familiarity with the Time of Use plan with more than one-third of customers indicat...

AI summary More than one-third of customers are highly familiar with the Time of Use rate plan, while 45% have a low level of familiarity. Familiarity is lowest among B2B customers and highest among those with larger homes and newer buildings.

When participating in a program, program updates would be most preferred by email. Similar to more general program updates, customers were asked how they would like to receive notifications on program changes, information on personal elect...

AI summary The text discusses customer preferences for receiving program updates, including notifications on program changes, personal electricity usage information, and tips to reduce consumption. Most customers prefer email, while a smaller number prefer updates attached to their bills. E-bill and newer building residents are more likely to prefer email, whereas paper bill customers favor bill-attached updates.

Of those most interested in Critical Peak Pricing, the main reason is for the potential cost savings. Most commonly, one-third indicate their preference for the Critical Peak Pricing plan because of its potential cost savings and lower rat...

AI summary The text discusses customer preferences for Critical Peak Pricing, highlighting that one-third prefer it for potential cost savings and lower annual rates, while others cite factors like peak events occurring only during certain months and greater control over usage. Younger residents are more likely to prioritize cost savings and the limited duration of peak events.

2023 Classification Category % of Customers # of Customers Primary Electric 38.5% 158,656 Secondary Electric 16.0% 65,941 Non-Electric 43.4% 178,887 Inconclusive 2.2% 8,915 Commentary

AI summary The 2023 Classification section provides a breakdown of customer categories, showing the percentage and number of customers in each category, including Primary Electric, Secondary Electric, Non-Electric, and Inconclusive.

For Discussion Today (Technical Session 2 of 3) Summary of 2024/25 Areas of Focus & Board Directives Туре Items to be Discussed/Reviewed 4.0 – Reporting on Small Business Customer Items (4.1) report to stakeholders on changes that could be...

AI summary The document outlines the focus areas for the 2024/25 reporting period, including analyzing small business customer load characteristics, customer recruitment efforts, and exploring opportunities to classify customers by business sector. It also discusses reasons for customer reluctance to participate in TVP and evaluates the pilot tariff for potential improvements.

Customer Profiling Gaining deeper insights into customerspecific information, including PID, CAID, CID, rate code, meter ID, address, and account status. Calculated fields for Annual Billed Consumption, Peak Demand, and Revenue. This enabl...

AI summary The text discusses customer profiling in the context of energy management, highlighting the collection of customer-specific information such as PID, CAID, CID, rate code, meter ID, address, and account status. It also outlines calculated fields like Annual Billed Consumption, Peak Demand, and Revenue, which are used for financial forecasting and identifying high-value customers.

Demographic Environics Analytics is a Canadian data and analytics company that provides population, demographic and geographic datasets, along with analytical tools and consulting services used for market analysis and planning. For TVP, En...

AI summary Environics Analytics provides demographic data for TVP, including income, population, and household counts. The data is aggregated and anonymized, and while it is used without a margin of error, conclusions should be treated as indicative and directional.

Review of Marketing and Communication Efforts In its Decision and Order on the Year Three Report (M11823), the Board provided: Narrative Research conducted a customer survey, which highlighted residential customers' dissatisfaction regardi...

AI summary The Board directed NS Power to review its marketing and communication efforts, particularly regarding bill savings expectations for residential and commercial customers. NS Power has implemented tools and strategies to improve communication, including estimation tools for residential customers and coordinated approaches with commercial clients. Appendix C and E provide details on marketing efforts and stakeholder sessions.

Demographic Environics Analytics is a Canadian data and analytics company that provides population, demographic and geographic datasets, along with analytical tools and consulting services used for market analysis and planning. For TVP, En...

AI summary Environics Analytics provides demographic data for TVP, including income, population, and household counts. The data is de-identified and aggregated, and while it comes without a margin of error, conclusions should be treated as indicative rather than definitive.

Attachment VII: Board Directives and Consensus Agreement Commitments - i. Summary of the general load characteristics of small business customers that may enable a small business customer to shift load in response to TVP, CPP, or TOU rates...

AI summary This section outlines NS Power's commitments related to customer recruitment and education for demand-side management programs, including the collection of business sector data and the evaluation of pilot tariffs. It also references the Board's decision on the Year Three Report and NS Power's agreement to improve customer education efforts.

- b) Referring to Table 6, which shows the number of SMG and General participants who withdrew mid-Phase 4 winter, what reasons did these customers give for their decision to withdraw? If none was given at time of withdrawal, did NS Power...

AI summary The text asks NS Power to explain the reasons customers withdrew from Phase 4 winter programs and whether TOU is more or less attractive than CPP for small business and commercial customers based on data in Tables 5 and 6.