Deer in the headlights Do Home Energy Audits

Deer in the headlights? Do Home Energy Audits Help or Hinder Consumer Follow Through Presenters: Don Crawford, Kootenai Electric Cooperative Luke Guistra, Puget Sound Energy Laura Hutchings, Populus LLC Moderator: Sarah F. Moore, BPA

Is data alone helpful? Test Results past current meaning? Cholesterol 207 228 Triglyceride n/a 286 LDL 124 147 HDL 53 48

Is this better? . . . now what? Test Results range past current meaning? Cholesterol <=239 mg/d. L 207 228 Way too high Triglyceride <=499 mg/d. L n/a 286 Way too high < 150 LDL (aka bad <=159 mg/d. L 124 147 Too high < 120 53 48 Too low > 60 cholesterol) HDL (aka good >=40 cholesterol) mg/d. L aim for < 200

Questions to consider § What is the value of a home audit? § How many of you have received an audit? § Did the audit move you to action? § What do homeowners need? § What are your goals?

Program Goals Retrofits Data Energy Audit Direct Installs High Bill

Energy Audit Design Education Certification KEC Needs Energy Audit Direct Installs Member Needs Behavior

Program Delivery Energy Audit Data Audit Report

How do we pay for it?

What We Have Learned?

Evolution of the Audit

So Now What?

Timely Reminders Home. Print Assessment (in-home) Reminder Emails 2, 483 customers 6, 550 messages 1, 703 opens (68. 0%) Click to HPA Report online Call to Action via CAN 870 report visits 307 CAN visits (33. 0%) (12. 0%)

Customer Decisions

PSE CAN

One Size Does Not Fit All Time Cost Simplicity Quality

Why Audits? Energy Upgrade Eco. System Energy Audits Behavior Programs Online Audits Customer Smart Portals Financing Incentives

Energy Audits = Energy Upgrades?

We Were Seeing Something…

What We Did – Put “People First” BUILDING FIRST APPROACH “PEOPLE FIRST” APPROACH Objective Empathetic Comprehensive One Step at a Time “Whole House” Framing What “Goes Together” Dogmatic – this is the “right way” Pragmatic – meet me where I am and find a way Technical Language My Language Metrics – financial, performance Language – values, relative understanding “We Are Experts” “You are really smart” Transaction Relationship

And Here’s What We Saw 68% Combined Average Advisor Conversion Rate Across Programs, Utilities and States

And This… Energy Upgrade California in the Bay Area – Home Upgrade Advisor § 18% Higher Average Rebate Paid § 18. 7% Higher Average Energy Savings

People First, Buildings Second § “Customerize” your energy upgrade ecosystem to get the best results from your home energy audits § Find the right balance: – Building-centric behind the scenes – Customer-centric on the scene What Do Other Smart People In My Situation Usually Do?

Contact Info Don Crawford Energy Services Administrator Kootenai Electric Cooperative dcrawford@kec. com (208) 292 -3213 Laura Hutchings CEO Populus, LLC laura@populus, LLC (303) 888 -0798 Luke Giustra Program Manager Puget Sound Energy lucas. giustra@pse. com (425) 456 -2682 Sarah F. Moore Residential Sector Lead Bonneville Power Administration sfmoore@bpa. gov (503) 230 -4157