E-22023 DSM Programs Evaluation Reports
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Table 14: 2023 Recommendations on Residential Program Components No. Recommendation SBES – R1 Consider improvements to the Customer Information System, notably by reviewing how missing entries are treated and extracting more information fr...
AI summary The table outlines several recommendations for improving residential energy programs in Nova Scotia, including enhancements to customer information systems, communication strategies, and the tracking of program outcomes and savings.
[ASK TO ALL] - F1. On a scale of 0 to 10, where 0 is "not at all satisfied" and 10 is "completely satisfied" how satisfied are you overall with the Instant Savings program operated by Efficiency Nova Scotia. ___ - a. Please explain the rea...
AI summary The text contains survey questions aimed at assessing customer satisfaction with the Instant Savings program operated by Efficiency Nova Scotia and interactions with program delivery representatives from Summerhill. It also includes follow-up questions if participants express dissatisfaction.
less satisfied with the following components of the Green Heat program: the rebate, the Green Heat website, communications with EOne, a lack of marketing materials, and the list of eligible equipment. Recommendation #1: Ensure that Green H...
AI summary The Green Heat program faces challenges with rebate satisfaction, website usability, communication with EOne, and participant awareness. Recommendations include improving marketing materials, enhancing the website, and improving communication. Free-ridership levels are also a concern, especially for MSHPs.
Net Promoter Score As illustrated in Figure 13 below, the Net Promoter Score (NPS) is a tool that measures customer experience with and overall perceptions about a brand or program. It is calculated by subtracting the "Promoters" (i.e. tho...
AI summary The Net Promoter Score (NPS) for Green Heat among MSHP participants is 70 and for biomass participants is 66, indicating strong customer satisfaction with the program. However, 10% of participants would not recommend the program. The sample size for ETS participants was too small to calculate a score.
Table 27: Elements of Dissatisfaction and Justifications Element of Dissatisfaction (Score of <8) Reasons for Dissatisfaction/What Could Be Improved (#) n=11 Overall program › Communication issues/lack of information from EOne (4) › Eligib...
AI summary The table outlines elements of dissatisfaction with various programs, including communication issues, restrictive eligibility criteria, low incentive levels, and difficulties with online portals and application forms. Respondents highlighted the need for improved marketing, updated equipment lists, and more user-friendly interfaces.
More specifically: - › 11% of Green Heat participants identified a lack of website user-friendliness and related difficulties completing the online application form. - › 9% considered the application form confusing . - › 6% said that there...
AI summary The Green Heat program faces challenges with application completion, including user-friendliness issues, confusion, excessive paperwork, and difficulty finding required information. Contractors assist participants but note problems with incomplete forms and limited computer literacy, particularly among older applicants.
8.6.1 Additional Support A variety of contractor suggestions are outlined below on additional support that could be provided by EOne to help contractors promote, educate about, or deliver Green Heat as efficiently as possible. These includ...
AI summary EOne is considering additional support measures for contractors to promote and deliver Green Heat programs more effectively, including education, promotional materials, and timely updates. Contractors show strong interest in attending educational events.
2023 Green Heat-Finding: Overall satisfaction is lower among MSHP participants and contractors. Most Green Heat participants are highly satisfied with the program overall although satisfaction is higher among biomass participants than MSHP...
AI summary The 2023 Green Heat-Finding indicates that while most participants are satisfied with the program, satisfaction is lower among MSHP participants and contractors. Issues include rebate amounts, website usability, and communication with EOne. Recommendations focus on improving marketing, website navigation, and communication.
H3. What was the main reason you were not more satisfied with the program overall? 2023 Sample Size 27 Too long to get the money/rebate 44% Difficulty getting information/Trying to get information from the website 22% Program requirement/E...
AI summary The main reasons respondents were not more satisfied with the Home Energy Assessment program included difficulty in receiving rebates, unclear eligibility criteria, and issues with the program's website and information delivery. These factors contributed to overall dissatisfaction with the program.
Any communications you had with your energy advisor 2023 Sample Size 100 10 - Completely satisfied 49% 9 16% 8 11% 7 7% 6 3% 5 6% 4 0% 3 4% 2 0% 1 0% 0 - Not at all satisfied 1% Not applicable 2% Don't know/Don't recall 1% Refused 0% SATIS...
AI summary The text presents survey results from 2023 regarding customer satisfaction with the Home Energy Assessment program and communications with energy advisors. The overall satisfaction with energy advisors was high, with 76% of respondents indicating satisfaction (ratings 8-10) and a mean score of 8.6. Satisfaction with the rebate amount was lower, with 62% satisfied (mean 7.8), and satisfaction with the program's website was the lowest, with 41% satisfied (mean 7.1).
[0-10 SCALE WITH END POINT LABELS– RECORD NUMBER] - 98. Don't Know - 99. Refused - G3. [I[F H2<](#page 1-1)8] What was the main reason you were not more satisfied with the program overall? [PROBE FOR SPECIFIC REASON. RECORD FIRST MENTION A...
AI summary The text outlines survey questions related to customer satisfaction with the Heating System Rebates program, focusing on aspects such as program clarity, application process, rebate amounts, and communication with Efficiency Nova Scotia. Respondents are asked to rate their satisfaction on a scale from 0 to 10.
G6. What, if any, difficulties did you have with your Heating System Rebates application? 2023 MSHP Biomass ETS Sample Size 124 90 29 5 None 67% 64% 72% 4 Website user-friendliness/functionality issues 11% 13% 7% 0 Confusing application/Ha...
AI summary The text discusses difficulties encountered with Heating System Rebates applications, highlighting issues such as website functionality, confusing application processes, excessive paperwork, and slow processing. It also references Efficiency Nova Scotia's Home Energy Assessment Program and its outreach and eligibility for federal funding.
[DO NOT ASK SECTION D IF CONTRACTOR TYPE = ETS ALONE] - D1. If a homeowner is interested in installing a mini-split heat pump (MSHP) and is contacting you to find out about available incentives for their purchase, which programs would you...
AI summary The text presents a series of questions aimed at understanding customer awareness and preferences regarding incentive programs for installing mini-split heat pumps, specifically Heating System Rebates and Greener Homes. It explores customer understanding, program selection criteria, and common practices among advisors.
3.1.3 Awareness and Motivations for Participating and Implementing Upgrades
AI summary This section discusses awareness and motivations for participating in and implementing energy upgrades. It explores factors influencing customer engagement and the effectiveness of programs in encouraging energy efficiency measures.
Participant Perspectives Since solar PV projects are now distinguished from regular Retrofit projects within the Retrofit offer, participant satisfaction results are presented separately for each project category. Participants are satisfie...
AI summary Participants expressed high satisfaction with Custom Retrofit projects, with solar PV participants scoring higher than regular Retrofit participants. EOne received positive feedback for its responsiveness and technical expertise but faced criticism regarding rebate amounts and clarity in energy savings calculations.
Don't know excluded from calculations. Consultants are highly likely to recommend Retrofit to a peer, colleague, or future client based on their experience, with an average score of 8.9 on a scale where 0 means "Not at all likely" and 10 m...
AI summary Consultants are highly likely to recommend Retrofit based on their experience, with an average score of 8.9. They generally understand Custom Retrofit participation requirements, but customer understanding is mixed. Suggestions for improvement include timely information, consistency, awareness-building, and increased incentives.
E. Challenges and Opportunities - E1. Overall, what is the main strength of the Retrofit program? - E2. What is the main challenge of the Retrofit program? - E3. What feedback have you heard from participants about the Retrofit program? An...
AI summary The text outlines a series of questions posed to stakeholders regarding the Retrofit and SEM programs, focusing on their strengths, challenges, participant feedback, and opportunities for improvement. The discussion includes participant experience, consultant availability, and program delivery.
- 1. Yes - 2. No - 98. Don't know - 99. Refused - C10. [IF C9 = YES] How does having an On-site Energy Manager (OEM) add value to your organization? - C11. [IF C9=YES] I would like you to rate the influence of the Onsite Energy Manager (OE...
AI summary The text presents a set of survey questions related to the value of an On-site Energy Manager (OEM) and their influence on energy efficiency decisions, specifically regarding solar PV projects and energy efficiency measures through the Custom Retrofit program.
1-10 SCALE WITH END POINT LABELS– RECORD NUMBER - 98. Don't Know - 99. Refused - I2. [IF J1<8] What was the main reason you are not more satisfied with the program overall? - 96. Specify: - I3. Using the same 1 to 10 scale, how satisfied a...
AI summary The text presents a survey question asking participants to rate their satisfaction with Efficiency Nova Scotia's performance in working with their organization on a scale from 1 to 10, with options for specifying reasons for dissatisfaction.
Factor [READ AND RANDOMIZE] Responses Reason If 7 or less, please share the reason(s) for your score. a. The responsiveness of employees to your requests and enquiries in a timely manner Response 98 DK99 Ref _97 N/A What could be improved?...
AI summary The text presents a survey assessing the responsiveness, approval speed, value, and technical expertise of Efficiency Nova Scotia's programs. Respondents have rated these factors highly, though some areas, like providing estimates of savings or return on investment, are noted as needing improvement.
1-10 SCALE WITH END POINT LABELS– RECORD NUMBER - 98. Don't Know/Don't recall - 99. Refused - D2. [IF D1<5] Why are you dissatisfied with Efficiency Nova Scotia's overall performance in working with your organization? - 96. Specify: - D3....
AI summary The text presents a survey format with questions about satisfaction with Efficiency Nova Scotia's performance, including a 1-10 scale for responses and specific inquiry into dissatisfaction reasons.
Factor [READ AND RANDOMIZE] Responses a. The responsiveness of employees to your requests and Response enquiries in a timely manner 98 DK99 Ref _97 N/A b. The speed with which the application was approved Response 98 DK99 Ref _97 N/A c. Th...
AI summary The text includes a table asking about the responsiveness of employees, approval speed, value of programs, ability to provide estimates, and technical expertise of Efficiency Nova Scotia employees. It also asks for a recommendation on the programs offered by Efficiency Nova Scotia.
1-10 SCALE WITH END POINT LABELS– RECORD NUMBER - 98. Don't Know - 99. Refused - F2. [IF E1<8] What was the main reason you were not more satisfied with the program overall? - 96. Specify: - F3. [IF E1≥8] What was the main reason you were...
AI summary The text presents survey questions related to customer satisfaction with a program, including reasons for dissatisfaction or satisfaction and an assessment of EPS' performance in working with organizations.
3.1.1 Participants The main source of participant awareness about SBES, as shown in [Table](#page-179-3) 6, continues to be contractors, equipment vendors, or energy consultants (35%), while other key sources include prior experience with...
AI summary The primary source of awareness about the Small Business Energy Solutions (SBES) program is contractors, equipment vendors, or energy consultants (35%), followed by prior experience with the program (20%) and the ENS website (20%). Other sources include friends or colleagues (11%), the internet (11%), and emails/newsletters (9%).
3.1.2 Dropped-out or Overdue Participants It is important to note that, among ten participants considered by EOne as having dropped out of SBES because their projects were not complete after at least eight months, eight indicated they were...
AI summary Among ten SBES participants considered dropped out by EOne, eight were still working on their projects or preparing documentation. Five were screened out early due to ongoing projects, and two chose not to complete the SBES process for various reasons, including unmet expectations and cost-benefit concerns.
3.3 Participant and Contractor Satisfaction
AI summary This section discusses participant and contractor satisfaction in the context of energy efficiency programs. It likely includes metrics and feedback mechanisms used to evaluate the effectiveness of these initiatives.
3.3.1 Participants As in recent years, participants were very satisfied with SBES overall and with most aspects of the program component. Results, where comparable, were generally on par with the preceding year. The details are presented i...
AI summary Participants expressed high satisfaction with the SBES program, with results comparable to the previous year. Details are provided in Table 10 and Table 11.
Table 13: Reasons for Dissatisfaction Factor Assessed Reasons for Dissatisfaction/What Could Be Improved (#) n=7 The time for projects to be › Time required for pre-approval is too long/pre-approval generally takes up to six weeks and as m...
AI summary The table outlines reasons for dissatisfaction with the SBES program, including long processing times, unclear rebate amounts, limited measures, and cumbersome application processes. Contractors, however, find the program valuable for promoting deep retrofit projects.
B. Participant Recruiting (BDM) - B1. Please describe how you identify and engage potential new participants for the SBES program. - B2. How do you typically describe the value or benefits of SBES to potential participants? [ASK FOR MAIN B...
AI summary The section outlines questions aimed at understanding how the SBES program identifies and engages new participants, the value proposition presented to them, and the themes that attract potential participants.
F. Challenges and Opportunities F1. In your experience, what are the most common concerns or participation challenges faced by potential participants in SBES that cause them not to participate? Other issues or concerns that cause participa...
AI summary The text outlines a series of questions posed to stakeholders regarding challenges and opportunities in the SBES (Smart Building Energy Solutions) program, focusing on participation barriers, contractor availability, sectoral potential, and program improvements.
0-10 SCALE WITH END POINT LABELS– RECORD NUMBER - 98. (Don't Know) - 99. (Refused) - F3. [IF [F2<](#page-26-0)8] What is the most important reason you are not more satisfied with the program overall? [PROBE FOR SPECIFIC REASON. ACCEPT MULT...
AI summary This section of the regulatory proceeding document includes survey questions and response options related to customer satisfaction with the Small Business Energy Solutions (SBES) program. Respondents are asked to rate their satisfaction with various aspects of the program and provide recommendations for improvement.
Net Score Promoter 2023 Sample Size 46 10 - Definitely would 85% 9 9% 8 4% 7 0% 6 0% 5 0% 4 0% 3 0% 2 0% 1 0% 0 - Definitely would not 2% LIKELY % (ratings of 8,9,10) 98 MEAN 9.6 Mean excludes responses of 'Don't know' and 'Refused'.
AI summary The 2023 Net Score Promoter data indicates a very high level of satisfaction, with 85% of respondents rating the service as 'Definitely would' and a mean score of 9.6, excluding 'Don't know' and 'Refused' responses. Only 2% expressed dissatisfaction.
F2. Using a scale from 0 to 10 where 0 is "not at all satisfied" and 10 is "completely satisfied" how would you rate your satisfaction with the program overall?\ 2023 Sample Size 46 MEAN 8.8 Mean excludes responses of 'Don't know' and 'Ref...
AI summary The survey results indicate a high level of satisfaction with the program, with a mean score of 8.8 out of 10 in 2023, based on a sample size of 46 respondents. The mean excludes responses of 'Don't know' and 'Refused'.
F4I. The time it took for the program to process the paperwork and pay your rebate 2023 Sample Size 46 MEAN 8.2 Mean excludes responses of 'Not applicable', 'Don't know/Don't recall' and 'Refused'
AI summary The average time taken for the program to process paperwork and pay rebates in 2023 was 8.2 days, based on a sample size of 46 responses, excluding non-applicable and refused responses.
F5. Do you have any recommendations for improving the Small Business Energy Solutions program? Anything else? 2023 Sample Size 46 Offer financing/help with cost 63% Offer more measures eligible to rebates 15% Increase rebates 9% Monitor th...
AI summary The Small Business Energy Solutions (SBES) program received feedback from 46 respondents in 2023. The majority (63%) suggested offering financing or help with costs, while other recommendations included expanding eligible measures, increasing rebates, improving application monitoring, enhancing marketing, and simplifying the program.
G1C. Concern that rebates are not available or that upgrades won't work as well as advertised 2023 Sample Size 46 MEAN 4.9 Mean excludes responses of 'Not applicable', 'Don't know/Don't recall' and 'Refused'.
AI summary This section discusses concerns about the availability of rebates and the effectiveness of energy upgrades, based on a 2023 survey with a sample size of 46 and a mean score of 4.9, excluding certain responses.
G1D. Need for information or technical support to get a project idea off the ground 2023 Sample Size 46 MEAN 5.1 Mean excludes responses of 'Not applicable', 'Don't know/Don't recall' and 'Refused'
AI summary The data shows that in 2023, the mean score for the need for information or technical support to get a project idea off the ground was 5.1, based on a sample size of 46, excluding certain responses.
[ASK ALL] Let's step back and go through your experience with the program. - D1. How did you learn about Efficiency Nova Scotia's Small Business Energy Solutions Program? INTERVIEWER: DO NOT READ [MULTIPLE RESPONSE] - 1. From a contractor,...
AI summary The text outlines a series of questions related to Efficiency Nova Scotia's Small Business Energy Solutions Program, focusing on how participants learned about the program, their experiences with contractors, and their satisfaction with program processes.
[VOLUNTEERED] - 98. Don't Know - 99. Refused - a. The number of steps required to complete the program - b. The time it took to get your application approved - c. The range of equipment that qualifies for incentives - d. The helpfulness of...
AI summary The text presents a series of survey questions aimed at assessing the experience of participants in the Small Business Energy Solutions program, focusing on program efficiency, support received, challenges faced, and areas for improvement.
C. Satisfaction with Program - C1. On a scale of 0 to 10, where 0 is "not at all satisfied" and 10 is "completely satisfied", how satisfied are you with each of the following? Let me know if you were not involved with any of these aspects....
AI summary This section of the regulatory proceeding document gathers feedback on the Small Business Energy Solutions (SBES) program, focusing on participant satisfaction with rebate amounts, application processes, approval times, documentation requirements, and overall program value. It also asks for reasons for dissatisfaction and suggestions for improvement.
This appendix summarizes all the recommendations made by the Evaluator as part of the 2023 SBES evaluation. Section Recommendations Executive Summary Recommendation #1: Consider improvements to the Customer Information System (CIS), namely...
AI summary This appendix outlines two recommendations from the 2023 SBES evaluation: improving the Customer Information System (CIS) to handle missing entries and extract more data for validation, and implementing communication strategies for participants nearing the end of their project terms.