E-22024 DSM Programs Evaluation Reports
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› Long wait times cause discontent at various program stages and for various stakeholders. - › Modelled participants are particularly dissatisfied with the wait time between their enrollment in ASFH and the initial home energy assessment....
AI summary Stakeholders report dissatisfaction with prolonged wait times in EfficiencyOne (E1) programs, particularly for Affordable Single-family Homes (ASFH) enrollments and upgrade approvals. E1 acknowledges the issue, citing staff expansion and training to address backlogs and improve contractor engagement.
Table 15: 2024 Recommendations on Residential Program Components No. Recommendation AMH – R1 To further aid understanding, consider providing participants with case study examples of incentive calculations to show pre-tax costs and how inc...
AI summary The document outlines recommendations for improving residential energy efficiency programs in Nova Scotia, including providing case studies, support for participants, improving audit reporting, and tracking wait times and satisfaction levels to assess program performance.
- F1. Have you ever heard of the Efficiency Nova Scotia program that offers instant savings at the cash register for the purchase of energy-efficient lighting, controls or appliances? [ALLOW ONLY ONE CODE] - 1. Yes - 2. No - F2. [ASK IF [F...
AI summary The text contains survey questions about customer awareness and exposure to the Efficiency Nova Scotia program, specifically regarding instant savings on energy-efficient products. It asks respondents how they learned about the program and whether they saw promotional materials in stores.
AMH Findings and Recommendations This subsection presents the key findings and recommendations from the 2024 AMH evaluation. 2024 AMH-Finding: AMH generated high levels of satisfaction overall. Interviewed participants were highly satisfie...
AI summary The 2024 AMH evaluation found high participant satisfaction but noted confusion over incentive tax calculations and a need for project management support. Recommendations include case studies for clarity, technical guides, and audit template improvements. EAs expressed dissatisfaction with audit reporting templates, prompting suggestions for streamlining.
ASFH Findings and Recommendations This subsection presents the key findings and recommendations from the ASFH evaluation in relation to the above objectives. 2024 ASFH-Finding: The energy efficient retrofits installed at no cost through AS...
AI summary Participants in the ASFH program report increased home comfort and heating cost savings, but face long wait times and confusion due to limited program knowledge. E1 acknowledges wait time issues and is expanding staff to address backlogs. Recommendations include tracking wait times and improving participant information.
Satisfaction with Aspects of the Energy Audit The two interviewed participants who participated in the AMH comprehensive path and played a role in their energy audit were asked to comment on their satisfaction with the various aspects of t...
AI summary Two participants in the AMH comprehensive path expressed high satisfaction with the energy audit process, including service quality, scheduling, auditor's responsiveness, and information provided. Both were fully satisfied with all aspects of the audit experience.
Service, Relationship Building, and Flexibility E1 staff are of the opinion that the AMH prescriptive path offers quick and easy turnaround and a handson service to participants. They see the comprehensive path as complementing the prescri...
AI summary E1 staff advocate for the AMH prescriptive path's efficiency and hands-on service, while the comprehensive path offers long-term, customized upgrades and relationship-building opportunities. EAs emphasize the comprehensive path's flexibility for multi-fuel and system improvements over time.
2024 AMH-Finding: Some participants would benefit from project management support. Based on comments from E1, EAs and participants, project management assistance, technical/maintenance support, and help finding contractors would be useful...
AI summary The 2024 AMH-Finding highlights that participants in Affordable Multifamily Housing (AMH) programs require project management support, technical assistance, and contractor help to avoid delays and program withdrawals. Recommendations include providing technical guides, case studies, and enhanced information on energy efficiency upgrades like heat pumps and insulation.
Satisfaction With ASFH In terms of overall satisfaction with ASFH, modelled participants generally appear highly satisfied on average (8.9), with over three-quarters (77%) providing a rating of 8, 9, or 10 out of 10 (se[e Figure](#page-50-...
AI summary Participants in the ASFH program report high satisfaction (8.9/10) with enrollment, installation quality, and product quality, but lower satisfaction with information provided and wait times, particularly between enrollment and home energy assessments. E1 staff note challenges managing application volume and contractor capacity but report progress in reducing backlogs through additional staffing and communication.
Satisfaction Overall, most interviewed DAs are satisfied with the program (7.5 on average), as illustrated in the figure below. The participation levels (9.8) as well as the quality (9.3) of the upgrades are the program elements with the h...
AI summary Most Delivery Agents (DAs) report satisfaction with the ASFH program (7.5 average), particularly its participation levels and upgrade quality. However, dissatisfaction arises from cumbersome data/reporting processes, non-user-friendly software (CIS/SharePoint), and lack of marketing tools. DAs criticize repetitive data entry, platform incompatibility, and poor communication from E1.
Installation of Upgrades Once a project is approved, the DA informs the modelled participant and organizes and completes the approved upgrade installations. This step mostly occurs without any major hitches. As illustrated in [Figure](#pag...
AI summary Installation of upgrades generally proceeds smoothly with high participant satisfaction, but challenges include disruptions during large projects, rescheduling delays, cost-sharing frustrations, and occasional participant dissatisfaction leading to discontinuation. DAs report good collaboration with E1 but note challenges in managing expectations and administrative issues.
8.1.3 Participant Questions and Concerns A majority of modelled participants (63%) does not have questions about energy efficiency or the technologies installed through ASFH. For the minority that does, questions tend to revolve around how...
AI summary 63% of ASFH participants have no questions about energy efficiency, but those who do seek guidance on operating heat pumps, maintenance, and costs. DAs note challenges in explaining systems to elderly participants and report a preference for phone-based support. Contractors provide manuals, but understanding remains an issue.
Satisfaction With ASFH In terms of overall satisfaction with ASFH, heat pump only participants appear highly satisfied on average (9.4), with over nine in 10 (93%) participants providing a rating of 8, 9, or 10 out of 10. As illustrated in...
AI summary Participants in the Affordable Single-family Homes (ASFH) program, particularly heat pump recipients, report high overall satisfaction (9.4/10), with 93% rating 8-10. Satisfaction is highest for installation quality (97%) and product quality (90%), but lower for information about program steps (67%) and product usage (10% dissatisfied). Contractors and service providers also receive strong approval.
Satisfaction Overall, most interviewed heat pump contractors are generally satisfied with the program (7.0 on average) , as illustrated in the [Figure](#page-61-0) 34 below. The selection of eligible heat pumps (9.0) and the quality of the...
AI summary Heat pump contractors report average satisfaction (7.0) with the ASFH program, citing eligible heat pump selection (9.0), product quality (8.2), and EPP benefits (9.3) as key positives. Dissatisfaction arises from data/record-keeping challenges (5.4), software usability (5.2), delayed E1 responses (n=5), and limited marketing tools (n=2). Contractors find ASFH delivery complex but acknowledge its value.
8.2.3 Participant Questions and Concerns A majority of heat pump participants (70%) does not have questions about energy efficiency or the heat pump installed through ASFH. As with modelled participants, questions tend to concern heat pump...
AI summary 70% of heat pump participants (via ASFH) have no questions about energy efficiency, but 30% lack operational/maintenance knowledge. Contractors provide manuals, warranty info, and E1 materials. Participants prefer phone support for follow-up questions. E1 coordinates lead distribution to contractors.
ASFH Challenges: - › The software tools used to manage/deliver the program require more training, communications, and efficiencies to reduce administrative burden (DAs and contractors) - › Existence of scams leads to participant mistrust o...
AI summary Challenges in the Affordable Single-family Homes (ASFH) program include software training needs, scams causing mistrust, confusion with OHPA, information gaps, long E1 processing times, and communication delays between E1 and heat pump contractors.
8.4 DA and Heat Pump Contractor Suggestions for Improvements DAs and heat pump contractors make the following suggestions for program improvements: - › Simplify/streamline the administrative process throughout delivery and improve the user...
AI summary DAs and heat pump contractors suggest streamlining administrative processes, improving CIS usability, providing training, enhancing communication, raising ASFH program awareness, and improving grassroots education. Recommendations include automation, batch uploads, simplified invoicing, technical training via HRAI, participant portals, and leveraging MLAs for outreach.
2024 ASFH-Finding: Despite overall satisfaction, there are three irritants with the program component. Long wait times (participants, DAs, and heat pump contractors), insufficient program and product information (participants), and reporti...
AI summary The 2024 ASFH program faces three irritants: long wait times for participants, DAs, and contractors; insufficient program/product information for participants; and inadequate reporting tools/software for DAs and contractors. These issues contribute to dissatisfaction despite overall program satisfaction.
2024 ASFH-Finding: Long wait times cause discontent at various program stages and for various stakeholders. - › Modelled participants are particularly dissatisfied with the wait time between their enrollment in ASFH and the initial home en...
AI summary Long wait times in the ASFH program cause dissatisfaction among participants, DAs, and contractors. E1 acknowledges the issue, citing staff expansion and improved communication strategies. A recommendation suggests tracking wait times and satisfaction metrics in 2025 to evaluate progress.
2024 ASFH-Finding: Participants would like more information to be provided about the program steps. Limited participant knowledge about ASFH can cause participant confusion and frustration during the initial DA/contractor visit, particular...
AI summary Participants expressed confusion about ASFH program steps, particularly when considering multiple programs like OHPA. Recommendations include improving communication about eligible measures, clarifying application processes, and reinforcing the role of Energy Solution Advisors to enhance participant understanding and reduce frustration.
2024 ASFH-Finding: More product information would be helpful for participants. Some participants say they did not receive information about the products installed and some still have doubts about how to operate and maintain their new equip...
AI summary Participants in the ASFH program report insufficient product information, leading to confusion about heat pump operation and maintenance. Contractors and DAs address this post-installation, but concerns remain. Recommendations include providing clear information, checklists, and leave-behind materials to ensure proper equipment use and maximize energy savings.
2024 EPI Participant Perspective Highlights - › Participants learned about EPI mainly through word of mouth followed by online advertisements and social media. - › Satisfaction with the service overall is very high as is satisfaction with...
AI summary Participants in the 2024 EPI program primarily learned about it through word-of-mouth, online ads, and social media. Overall satisfaction with the service and its specific aspects is very high, with most participants having no recommendations for improvement.
E. Satisfaction - E1. 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 ten aspects of the Affordable Multifamily Housing program? [DO NOT RANDOMIZE]...
AI summary The text outlines a satisfaction survey for the Affordable Multifamily Housing program, evaluating aspects like information provision, audit processes, software tools, and communication with Efficiency Nova Scotia, including open-ended feedback opportunities.
[Problems pre-renovation assessment] - 19. It took too long to schedule the initial pre-renovation assessment - 20. The advisor I dealt with during the pre-renovation assessment process was not knowledgeable - 21. The advisor I dealt with...
AI summary Customers reported significant issues with the pre-renovation assessment process, including long scheduling delays, unprofessional and uninformed advisors, poor communication, lack of punctuality, incomplete assessments, and disrespectful behavior toward properties.
D. Opportunities for Improvement The following series of questions will be focused on improving the HomeWarming program. - D1. [ASK IF < MEASURE CATEGORY = MODELLED > ] What questions, if any, do you have about the different upgrades insta...
AI summary The text outlines opportunities to improve the HomeWarming program by addressing participant questions about upgrades, heat pump installations, and communication preferences. Recommendations include expanding available upgrades, simplifying processes, improving product information, and enhancing stakeholder interaction.
- a. The way you enroll in the program Overall Measure Category % Modelled% Heat Pump% Sample Size (#) 22 22 0 10 - Completely satisfied 41% 41% 0% 9 5% 5% 0% 8 32% 32% 0% 7 9% 9% 0% 6 0% 0% 0% 5 0% 0% 0% 4 5% 5% 0% 3 0% 0% 0% 2 0% 0% 0% 1...
AI summary The text presents survey results about customer satisfaction with a program, showing varying levels of satisfaction across different categories, with the highest satisfaction rates in the 'Modelled' category and lower satisfaction in the 'Heat Pump' category.
- a. Interactions and communications with the contractor [INSERT ] who you were in contact with to schedule appointments and organize the installation of the upgrade(s) Overall Measure Category % Modelled% Heat Pump% Sample Size (#) 52 22...
AI summary The text presents survey results on customer satisfaction with interactions and services related to energy upgrades, including contractor communication, energy audits, and installation services. The data shows high levels of satisfaction across different categories, with the highest satisfaction rates for heat pump installations.
D1. [IF MEASURE CATEGORY = MODELLED] What questions, if any, do you have about the different upgrades installed through the Home Warming program? Overall Measure Category % Modelled% Heat Pump% Sample Size (#) 22 22 0 Other efficiency upgr...
AI summary The document presents survey results from participants in the Home Warming program, highlighting areas for improvement such as communication, information availability, and program awareness. Most respondents indicated satisfaction, but some requested more details about the program and how to operate heat pumps.
Aspects of the Program Score 0 = Not at all satisfied 10 = Completely Satisfied Reason If 7 or less, please share the reason(s) for your score. a. The HomeWarming program overall /10 What could be improved? b. HW participation levels /10 W...
AI summary The HomeWarming program and related aspects such as participation levels, range of upgrades, product quality, and communication effectiveness are being evaluated. Stakeholders are asked to identify areas for improvement.
This appendix summarizes all the recommendations made by the Evaluator as part of the 2024 ASFH evaluation. Section Recommendations Executive Summary Recommendation #1: To assess progress with participant wait times, E1 could track wait ti...
AI summary The appendix outlines seven recommendations from the Evaluator for improving the 2024 ASFH evaluation, focusing on participant experience, program clarity, communication, and administrative efficiency for delivery agents and contractors.
B4. Were you present when these energy efficient products were installed? \ Was Present During Installation 2018 2021 2024 Sample Size 100 100 100 Yes 92% 91% 95% No 8% 8% 4% Refused - 1% 1% Wording change in 2021 B5. Did you receive infor...
AI summary The data shows a high percentage of respondents were present during the installation of energy-efficient products in 2018, 2021, and 2024. There was an increase in the percentage of respondents who received information from installers over the years, with a significant drop in those who did not receive any information.
B6. Would you have liked to receive information about energy efficient products from the installer? \ Interested in Receiving Information 2018 2021 (#) 2024 (#) Sample Size 34 15 11 Yes 68% 7 5 No 28% 6 6 Don't know 4% 2 - Base: Respondent...
AI summary The text presents survey data on customer satisfaction with the Efficient Product Installation (EPI) Service. It shows a slight decline in satisfaction from 2018 to 2021, followed by a slight increase in 2024. Customers also provided feedback on reasons for dissatisfaction, such as expectations not being met and product preferences.
Instant Rebates Participants Participants were asked about their level of satisfaction with different service elements on a ten-point scale where 1 means "Not at all satisfied" and a 10 means "Completely satisfied". Overall, Instant Rebate...
AI summary Participants in Nova Scotia's Instant Rebates program reported high satisfaction (9.1/10), with 94% highly satisfied. Most praised rebate amounts and distributor communication, though 8% found rebates too low. Suggestions included increasing rebates, simplifying paperwork, and expanding eligibility. Only 2% were unsatisfied, citing poor communication or low rebate values.
G2. G2A. Why were you not more satisfied with the interaction and communication with contractors or distributors? 2019 2020 2021 2022 2024 4 (#) 13 (#) 5 (#) 7 (#) 5 (#) 2 4 - 2 2 - 1 1 1 1 1 3 - - 1 - - 1 2 - - - 1 - - - - 1 - - - 1 - - -...
AI summary The table shows varying numbers of respondents expressing dissatisfaction with interactions and communication with contractors or distributors across years 2019–2024. The base note indicates this data pertains to multiple responses under G3A<8, focusing on communication issues in program delivery.
4.4 Participant Satisfaction There is a relatively high level of participant satisfaction with Custom New Construction overall, leading to an average satisfaction score of 7.9 out of 10, on a scale where a score of 1 means "not at all sati...
AI summary Participant satisfaction with Custom New Construction is high (7.9/10), with strong approval for E1's responsiveness (8.9) and application speed (8.5). Lower satisfaction relates to implementation incentives for complex projects and insufficient information on energy savings.
- b. If less than 8, please explain the reason(s) for your score. Aspects of the program [READ AND RANDOMIZE] Score Reason 1. The overall program Response 98 DK99 Ref _97 N/A 2. The responsiveness of Efficiency Nova Scotia employees to you...
AI summary The text includes a survey assessing the Efficiency Nova Scotia program, covering aspects such as program responsiveness, approval speed, and value. It also explores challenges faced and suggestions for improvement. Additionally, it addresses the importance of reducing GHG emissions and the influence of electrification on participation in construction programs.
Table 5: Implementation Status of Past Recommendations for SBES # Past Recommendations Status Comments 2023- SBES-R1 Consider improvements to the Customer Information System, notably by reviewing how missing entries are treated and extract...
AI summary Table 5 outlines the implementation status of past recommendations for the Small Business Energy Solutions (SBES) program. Two recommendations are discussed: improving the Customer Information System and implementing communication strategies for participants nearing project expiration. The first is in progress, while the second has been completed.