Xcel Energy Inc. · NASDAQ:XEL
Xcel Energy — Technical Presentation (November 2019)
65 slides from Xcel Energy's technical presentation, Nov 18, 2019
Slide 1: Xcel Energy RE-TOU Trial 2019 Presentation to Stakeholders
Attachment BAT-4 Proceeding No. 19AL-XXXXE Hearing Exhibit ___ Page 1 of 65 XCEL ENERGY RE-TOU TRIAL 2019 PRESENTATION TO STAKEHOLDERS NOVEMBER 18, 2019 1 / ©2019 NAVIGANT CONSULTING, INC., N/K/A GUIDEHOUSE INC. ALL RIGHTS RESERVED
Slide 2: Impact Analysis Findings
Attachment BAT-4 Proceeding No. 19AL-XXXXE Hearing Exhibit ___ Page 2 of 65 IMPACT ANALYSIS FINDINGS 2 / ©2019 NAVIGANT CONSULTING, INC., N/K/A GUIDEHOUSE INC. ALL RIGHTS RESERVED
Slide 3: 2019 RE-TOU Findings
Attachment BAT-4 Proceeding No. 19AL-XXXXE Hearing Exhibit ___ Page 3 of 65 2019 RE-TOU FINDINGS Participant 5,713 non-solar RE-TOU participants and 2,943 RE-TOU control group customers Data 929 solar RE-TOU participants and 641 RE-TOU matched control group customers 3.2% average Summer reduct
Slide 4: RE-TOU Sample Size
Attachment BAT-4 Proceeding No. 19AL-XXXXE Hearing Exhibit ___ Page 4 of 65 RE-TOU SAMPLE SIZE PARTICIPANTS AND CONTROLS DURING 2018/2019 EVALUATION YEAR RE-TOU Evaluation Year Participation (Including Overlap) 6,000 5,315 Note: Enrollment represents customers that were participating between October
Slide 5: Summer RE-TOU On-Peak Impacts by Customer Segment
Attachment BAT-4 Proceeding No. 19AL-XXXXE Hearing Exhibit ___ Page 5 of 65 SUMMER RE-TOU ON-PEAK IMPACTS BY CUSTOMER SEGMENT 0.10 0.00 -3.2% -1.5% -2.7% -4.1% -0.04 -0.02 -0.04 -4.7% 29.9% average -0.05 -6.8% -0.06 reduction in on-peak Average Hourly Impact (kWh) -0.10 -0.09 consumption for solar E
Slide 6: RE-TOU On-Peak Consumption Impacts – Winter
Attachment BAT-4 Proceeding No. 19AL-XXXXE Hearing Exhibit ___ Page 6 of 65 RE-TOU ON-PEAK CONSUMPTION IMPACTS – WINTER 0.05 0.0% 0.00 0.00 -3.1% -3.3% -3.2% -0.02 -0.02 -0.02 -5.4% -5.2% -0.05 -0.04 -0.04 Average Hourly Impact (kWh) -15.1% -0.10 -0.09 Excluding low income and renters, each customer
Slide 7: RE-TOU Energy Impacts – All Non-Solar (No EV) – Summer
Attachment BAT-4 Proceeding No. 19AL-XXXXE Hearing Exhibit ___ Page 7 of 65 RE-TOU ENERGY IMPACTS – ALL NON-SOLAR (NO EV) – SUMMER 0.06 • Participants are reducing on- Shoulder Periods 0.04 peak consumption 3.7% 0.02 1.6% 0.03 • Shoulder consumption impact 0.02 1.1% 0.01 estimates are not statistica
Slide 8: RE-TOU Energy Impacts – All Non-Solar (No EV) – Winter
Attachment BAT-4 Proceeding No. 19AL-XXXXE Hearing Exhibit ___ Page 8 of 65 RE-TOU ENERGY IMPACTS – ALL NON-SOLAR (NO EV) – WINTER 0.03 • Participants are reducing on- peak consumption 0.02 Shoulder Periods • Participants are reducing 1.8% 0.013 Morning Shoulder consumption 0.01 1.1% Average Hourly
Slide 9: RE-TOU Energy Impacts – Electric Vehicles – Summer
Attachment BAT-4 Proceeding No. 19AL-XXXXE Hearing Exhibit ___ Page 9 of 65 RE-TOU ENERGY IMPACTS – ELECTRIC VEHICLES – SUMMER 0.30 • Participants are reducing on- peak, evening shoulder, and 0.20 12.2% weekend shoulder consumption 0.17 0.10 • Impact estimates indicate an decrease in morning shoulde
Slide 10: RE-TOU Energy Impacts – Electric Vehicles – Winter
Attachment BAT-4 Proceeding No. 19AL-XXXXE Hearing Exhibit ___ Page 10 of 65 RE-TOU ENERGY IMPACTS – ELECTRIC VEHICLES – WINTER 0.30 • Participants are reducing 0.20 consumption during on-peak 9.6% and shoulder periods 0.10 0.13 Shoulder Periods • Participants are increasing off- Average Hourly Impa
Slide 11: RE-TOU Energy Impacts – Solar – Summer
Attachment BAT-4 Proceeding No. 19AL-XXXXE Hearing Exhibit ___ Page 11 of 65 RE-TOU ENERGY IMPACTS – SOLAR – SUMMER 0.2 Shoulder Periods 10.2% • Participants are reducing 0.08 gross consumption during on- 0 peak, morning shoulder, and -6.3% -0.06 weekend shoulder hours -14.4% -17.7% -0.14 • Impact e
Slide 12: RE-TOU Energy Impacts – Solar – Winter
Attachment BAT-4 Proceeding No. 19AL-XXXXE Hearing Exhibit ___ Page 12 of 65 RE-TOU ENERGY IMPACTS – SOLAR – WINTER 0.30 • Participants are reducing on- 0.25 peak consumption Shoulder Periods 0.20 18.2% • Participants are reducing 0.19 Morning Shoulder consumption and impact Average Hourly Impact (k
Slide 13: RE-TOU Bill Impacts – Transition from R
Attachment BAT-4 Proceeding No. 19AL-XXXXE Hearing Exhibit ___ Page 13 of 65 RE-TOU BILL IMPACTS – TRANSITION FROM R Summer - Price Per kWh Winter - Price Per kWh • Participants are transitioning from an R rate with an inclining block $0.20 $0.16 design $0.18 $0.14 • During the Summer, consumption u
Slide 14: RE-TOU Bill Impacts – Limitations
Attachment BAT-4 Proceeding No. 19AL-XXXXE Hearing Exhibit ___ Page 14 of 65 RE-TOU BILL IMPACTS – LIMITATIONS • Bill impacts are based on the average consumption of participants in the trial and are not the average of individual participant bill impacts. This is due to the behavioral impact estimat
Slide 15: RE-TOU Bill Impacts – Non-Solar Without EV
Attachment BAT-4 Proceeding No. 19AL-XXXXE Hearing Exhibit ___ Page 15 of 65 RE-TOU BILL IMPACTS – NON-SOLAR WITHOUT EV Bill impacts are a function of the changes in rate structure and customer behavior. The net of these effects is the total bill impact. Summer RE-TOU Bill Impacts: All Non-Solar Non
Slide 16: RE-TOU Bill Impacts – Non-Solar Without EV
Attachment BAT-4 Proceeding No. 19AL-XXXXE Hearing Exhibit ___ Page 16 of 65 RE-TOU BILL IMPACTS – NON-SOLAR WITHOUT EV Annualized bill impacts for customers with the average monthly summer (716 kWh) and monthly Winter (563 kWh) consumption is a 2.2% ($18.07) increase. $30.00 $25.00 8.0% $27.14 $20.
Slide 17: RE-TOU Bill Impacts – Electric Vehicles
Attachment BAT-4 Proceeding No. 19AL-XXXXE Hearing Exhibit ___ Page 17 of 65 RE-TOU BILL IMPACTS – ELECTRIC VEHICLES Bill impacts are a function of the changes in rate structure and customer behavior. The net of these effects is the total bill impact. Summer RE-TOU Bill Impacts: Electric Vehicles Wi
Slide 18: RE-TOU Bill Impacts – Electric Vehicles
Attachment BAT-4 Proceeding No. 19AL-XXXXE Hearing Exhibit ___ Page 18 of 65 RE-TOU BILL IMPACTS – ELECTRIC VEHICLES Annualized bill impacts for customers with the average monthly summer (1101 kWh) and monthly Winter (975 kWh) consumption is a 7.3% ($100.09) decrease. $0.00 -$20.00 -7.4% -$40.00 -$4
Slide 19: RE-TOU Bill Impacts – Solar
Attachment BAT-4 Proceeding No. 19AL-XXXXE Hearing Exhibit ___ Page 19 of 65 RE-TOU BILL IMPACTS – SOLAR Bill impacts are a function of the changes in rate structure and customer behavior. The net of these effects is the total bill impact. Summer RE-TOU Bill Impacts: Solar - Net Consumption Winter R
Slide 20: RE-TOU Bill Impacts – Solar
Attachment BAT-4 Proceeding No. 19AL-XXXXE Hearing Exhibit ___ Page 20 of 65 RE-TOU BILL IMPACTS – SOLAR Annualized bill impacts for customers with the average net monthly summer (261 kWh Net) and net monthly Winter (293 kWh Net) consumption is a $52.09 decrease or -13.0%. $10.00 1.7% $4.68 $0.00 -$
Slide 21: Enrollment and Attrition
Attachment BAT-4 Proceeding No. 19AL-XXXXE Hearing Exhibit ___ Page 21 of 65 ENROLLMENT AND ATTRITION 21 / ©2019 NAVIGANT CONSULTING, INC., N/K/A GUIDEHOUSE INC. ALL RIGHTS RESERVED
Slide 22: RE-TOU Monthly Enrollment and Attrition Analysis
Attachment BAT-4 Proceeding No. 19AL-XXXXE Hearing Exhibit ___ Page 22 of 65 RE-TOU MONTHLY ENROLLMENT AND ATTRITION ANALYSIS Monthly RE-TOU Participant Enrollment and Attrition 12000 10000 Number of Customers 8000 6000 4000 2000 0 Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug
Slide 23: RE-TOU Opt-Out Analysis
Attachment BAT-4 Proceeding No. 19AL-XXXXE Hearing Exhibit ___ Page 23 of 65 RE-TOU OPT-OUT ANALYSIS CUSTOMER OPT-OUT PRIMARILY WEIGHTED TOWARDS LOW CONSUMPTION CUSTOMERS RE-TOU Attrition by Average Monthly Consumption Level 100% 8% 8% 7% 7% 7% 90% 9% 13% 15% 18% 80% 29% 70% 60% 50% 84% 40% 80% 78%
Slide 24: RE-TOU Attrition by Customer Age
Attachment BAT-4 Proceeding No. 19AL-XXXXE Hearing Exhibit ___ Page 24 of 65 RE-TOU MONTHLY ENROLLMENT AND ATTRITION ANALYSIS RE-TOU Attrition by Customer Age 100% 6% 7% 8% 8% 9% 9% 7% 12% 90% 8% 12% 8% 16% 80% 22% 33% 28% 70% 53% 60% 50% 83% 85% 40% 79% 76% 70% 30% 60% 60% 20% 41% 10% 0% Under 25 2
Slide 25: RE-TOU Attrition by Household Income
Attachment BAT-4 Proceeding No. 19AL-XXXXE Hearing Exhibit ___ Page 25 of 65 RE-TOU MONTHLY ENROLLMENT AND ATTRITION ANALYSIS RE-TOU Attrition by Household Income 100% 6% 8% 8% 8% 10% 7% 6% 9% 90% 11% 11% 80% 22% 17% 19% 31% 27% 37% 70% 60% 50% 40% 82% 83% 70% 73% 72% 30% 62% 64% 57% 20% 10% 0% Up t
Slide 26: Customer Research
Attachment BAT-4 Proceeding No. 19AL-XXXXE Hearing Exhibit ___ Page 26 of 65 CUSTOMER RESEARCH 26 / ©2019 NAVIGANT CONSULTING, INC., N/K/A GUIDEHOUSE INC. ALL RIGHTS RESERVED
Slide 27: TOU Trial Surveys
Attachment BAT-4 Proceeding No. 19AL-XXXXE Hearing Exhibit ___ Page 27 of 65 TOU TRIAL SURVEYS Wave 1 Wave 2 Wave 3 After End of Trial Immediately Following Customer’s Enrollment First Cooling Season 7 Rounds 2 Rounds 1 Round June 2017 – June 2018 Dec 2017 & Oct 2018 August 2019 27 / ©2019 NAVIGANT
Slide 28: Key Themes and Takeaways - TOU
Attachment BAT-4 Proceeding No. 19AL-XXXXE Hearing Exhibit ___ Page 28 of 65 KEY THEMES AND TAKEAWAYS - TOU Most customers are feeling Customer engagement is Customers value frequent comfortable / satisfied with high but high-impact and diverse the rate plan. behaviors aren’t prioritized. communicat
Slide 29: Wave 3 Summary Findings - TOU
Attachment BAT-4 Proceeding No. 19AL-XXXXE Hearing Exhibit ___ Page 29 of 65 WAVE 3 SUMMARY FINDINGS - TOU Satisfaction is high. 84% of customers are likely to recommend the TOU rate Satisfaction & to family/friends and 65% indicated a high likelihood to recommend. Perceptions are positive. Most cus
Slide 30: Wave 3: Customer Satisfaction, Perceptions, and Expectations
Attachment BAT-4 Proceeding No. 19AL-XXXXE Hearing Exhibit ___ Page 30 of 65 WAVE 3: CUSTOMER SATISFACTION, PERCEPTIONS, AND EXPECTATIONS • 84% of respondents indicate they would recommend the plan to friends and family. • Most respondents say their bills have been the same or lower than they expect
Slide 31: Wave 3: Customer Satisfaction, Perceptions, and Expectations
Attachment BAT-4 Proceeding No. 19AL-XXXXE Hearing Exhibit ___ Page 31 of 65 WAVE 3: CUSTOMER SATISFACTION, PERCEPTIONS, AND EXPECTATIONS • Most respondents believe that the plan has given them more control, and helped conserve energy and save money on their bill. Perceived Benefits of the Pricing P
Slide 32: Wave 3: Customer Engagement and Behavior
Attachment BAT-4 Proceeding No. 19AL-XXXXE Hearing Exhibit ___ Page 32 of 65 WAVE 3: CUSTOMER ENGAGEMENT AND BEHAVIOR Appliance Use • Customers report a large reduction in appliance use during peak, especially kitchen appliances and dryers. • One-third of customers with AC avoid using AC during peak
Slide 33: Wave 3: Customer Engagement and Behavior
Attachment BAT-4 Proceeding No. 19AL-XXXXE Hearing Exhibit ___ Page 33 of 65 WAVE 3: CUSTOMER ENGAGEMENT AND BEHAVIOR Air Conditioning Use Strategies • Wave 3 results show that customer use of AC varies across households: • Setting a constant temperature (41%) • Using multiple temperatures (35%) • O
Slide 34: Wave 3: Customer Engagement and Behavior
Attachment BAT-4 Proceeding No. 19AL-XXXXE Hearing Exhibit ___ Page 34 of 65 WAVE 3: CUSTOMER ENGAGEMENT AND BEHAVIOR AC Temperature Settings: • Customer with AC are turning it off during peak (26%), shoulder (20%) periods and when away (40%). • For customers who run AC during peak and shoulder, ave
Slide 35: Appendix
Attachment BAT-4 Proceeding No. 19AL-XXXXE Hearing Exhibit ___ Page 35 of 65 APPENDIX 35 / ©2019 NAVIGANT CONSULTING, INC., N/K/A GUIDEHOUSE INC. ALL RIGHTS RESERVED
Slide 36: RE-TOU Sample Size
Attachment BAT-4 Proceeding No. 19AL-XXXXE Hearing Exhibit ___ Page 36 of 65 RE-TOU SAMPLE SIZE PARTICIPANTS AND CONTROLS AT ANY TIME RE-TOU Cumulative Participation (Including Overlap) 7,000 6,510 6,000 5,000 4,000 Customers 3,662 3,242 2,994 3,000 2,205 2,000 1,816 1,514 1,098 985 1,000 751 706 43
Slide 37: Rate Information
Attachment BAT-4 Proceeding No. 19AL-XXXXE Hearing Exhibit ___ Page 37 of 65 RATE INFORMATION RE-TOU Off-Peak Shoulder On-Peak Fixed Charges 9am-2pm, 6pm-9pm 2pm-6pm on Hours 9pm - 9am on Weekdays, 9am- Service and Facility Weekdays 9pm Weekends Summer $0.08/kWh $0.13/kWh $0.18/kWh $5.41 Winter $0.0
Slide 38: Summer RE-TOU System Coincident Demand Impacts by Customer Segment
Attachment BAT-4 Proceeding No. 19AL-XXXXE Hearing Exhibit ___ Page 38 of 65 SUMMER RE-TOU SYSTEM COINCIDENT DEMAND IMPACTS BY CUSTOMER SEGMENT Summer RE-TOU: System Coincident Peak 80% Confidence Interval Estimate 0.05 0.00 -3.0% -2.7% -0.05 -0.05 -0.05 -5.7% -0.07 -0.10 Average Hourly Impact (kWh)
Slide 39: Summer RE-TOU On-Peak Impacts by Customer Segment
Attachment BAT-4 Proceeding No. 19AL-XXXXE Hearing Exhibit ___ Page 39 of 65 SUMMER RE-TOU ON-PEAK IMPACTS BY CUSTOMER SEGMENT Summer RE-TOU: On-Peak Demand Impact 80% Confidence Interval Estimate 0.10 0.05 0.00 -1.5% -2.7% Average Hourly Impact (kWh) -3.2% -0.02 -4.1% -0.05 -0.04 -0.04 -4.7% -0.05
Slide 40: Summer RE-TOU Morning Shoulder Impacts by Customer Segment
Attachment BAT-4 Proceeding No. 19AL-XXXXE Hearing Exhibit ___ Page 40 of 65 SUMMER RE-TOU MORNING SHOULDER IMPACTS BY CUSTOMER SEGMENT Summer RE-TOU: Morning Shoulder 80% Confidence Interval Estimate 0.04 0.02 0.00 -0.7% -0.4% -0.8% -1.0% Average Hourly Impact (kWh) -0.01 0.00 -0.01 -0.01 -1.5% -0.
Slide 41: Summer RE-TOU Evening Shoulder Impacts by Customer
Attachment BAT-4 Proceeding No. 19AL-XXXXE Hearing Exhibit ___ Page 41 of 65 SUMMER RE-TOU EVENING SHOULDER IMPACTS BY CUSTOMER Summer RE-TOU: Evening Shoulder 80% Confidence Interval Estimate 0.10 0.05 2.9% 1.6% 0.04 0.6% 0.02 0.01 0.00 -0.2% -1.1% -1.0% 0.00 -0.01 -0.01 Average Hourly Impact (kWh)
Slide 42: Summer RE-TOU Weekend Shoulder Impacts by Customer Segment
Attachment BAT-4 Proceeding No. 19AL-XXXXE Hearing Exhibit ___ Page 42 of 65 SUMMER RE-TOU WEEKEND SHOULDER IMPACTS BY CUSTOMER SEGMENT Summer RE-TOU: Weekend Shoulder 80% Confidence Interval Estimate 0.10 0.05 1.8% 0.1% 1.1% 0.02 0.00 0.01 0.00 -0.3% -0.3% -0.7% Average Hourly Impact (kWh) 0.00 0.0
Slide 43: Summer RE-TOU Off-Peak Impacts by Customer Segment
Attachment BAT-4 Proceeding No. 19AL-XXXXE Hearing Exhibit ___ Page 43 of 65 SUMMER RE-TOU OFF-PEAK IMPACTS BY CUSTOMER SEGMENT Summer RE-TOU: Off-Peak 80% Confidence Interval Estimate 0.25 0.20 12.2% 0.17 Average Hourly Impact (kWh) 0.15 0.10 0.05 3.7% 3.9% 4.0% 4.1% 4.2% 0.03 0.03 0.03 0.03 2.0% 0
Slide 44: Winter RE-TOU System Coincident Demand Impacts by Customer Segment
Attachment BAT-4 Proceeding No. 19AL-XXXXE Hearing Exhibit ___ Page 44 of 65 WINTER RE-TOU SYSTEM COINCIDENT DEMAND IMPACTS BY CUSTOMER SEGMENT Winter RE-TOU: System Coincident Peak 80% Confidence Interval Estimate 0.05 0.2% 0.2% 0.00 0.00 0.00 -1.3% -1.1% -0.6% -0.02 -0.02 -0.01 -0.05 -3.4% -0.06 -
Slide 45: Winter RE-TOU On-Peak Impacts by Customer Segment
Attachment BAT-4 Proceeding No. 19AL-XXXXE Hearing Exhibit ___ Page 45 of 65 WINTER RE-TOU ON-PEAK IMPACTS BY CUSTOMER SEGMENT Winter RE-TOU: On-Peak Demand Impact 80% Confidence Interval Estimate 0.05 0.00 -3.1% -3.3% 0.0% -3.2% -0.02 -0.02 0.00 -5.4% -5.2% -0.02 -0.05 -0.04 -0.04 Average Hourly Im
Slide 46: Winter RE-TOU Morning Shoulder Impacts by Customer Segment
Attachment BAT-4 Proceeding No. 19AL-XXXXE Hearing Exhibit ___ Page 46 of 65 WINTER RE-TOU MORNING SHOULDER IMPACTS BY CUSTOMER SEGMENT Winter RE-TOU: Morning Shoulder 80% Confidence Interval Estimate 0.04 0.02 0.1% 0.00 0.00 -2.2% -0.02 -2.8% -0.02 Average Hourly Impact (kWh) -3.8% -0.03 -4.0% -3.4
Slide 47: Winter RE-TOU Evening Shoulder Impacts by Customer Segment
Attachment BAT-4 Proceeding No. 19AL-XXXXE Hearing Exhibit ___ Page 47 of 65 WINTER RE-TOU EVENING SHOULDER IMPACTS BY CUSTOMER SEGMENT Winter RE-TOU: Evening Shoulder 80% Confidence Interval Estimate 0.05 0.5% 0.5% 1.4% 0.00 0.00 0.01 0.00 -0.4% -0.6% -1.0% 0.00 0.00 -0.01 -0.05 Average Hourly Impa
Slide 48: Winter RE-TOU Weekend Shoulder Impacts by Customer Segment
Attachment BAT-4 Proceeding No. 19AL-XXXXE Hearing Exhibit ___ Page 48 of 65 WINTER RE-TOU WEEKEND SHOULDER IMPACTS BY CUSTOMER SEGMENT Winter RE-TOU: Weekend Shoulder 80% Confidence Interval Estimate 0.10 0.05 1.1% 1.4% 2.6% 1.7% 0.01 0.01 0.02 0.01 0.00 -1.7% -1.3% Average Hourly Impact (kWh) -0.0
Slide 49: Winter RE-TOU Off-Peak Impacts by Customer Segment
Attachment BAT-4 Proceeding No. 19AL-XXXXE Hearing Exhibit ___ Page 49 of 65 WINTER RE-TOU OFF-PEAK IMPACTS BY CUSTOMER SEGMENT Winter RE-TOU: Off-Peak 80% Confidence Interval Estimate 0.20 0.15 9.6% 0.13 Average Hourly Impact (kWh) 0.10 0.05 4.5% 2.2% 0.03 1.8% 1.5% 0.9% 0.01 0.01 0.01 0.01 0.00 -1
Slide 50: RE-TOU Impact Analysis Models
Attachment BAT-4 Proceeding No. 19AL-XXXXE Hearing Exhibit ___ Page 50 of 65 RE-TOU IMPACT ANALYSIS MODELS Consumption Impact Model Independent Variable: Hourly Energy Consumption Dependent Variables: Hour of Day, Weekday, Participant Effects during Pricing Periods, All Customer Effects during Prici
Slide 51: Wave 3 Overview
Attachment BAT-4 Proceeding No. 19AL-XXXXE Hearing Exhibit ___ Page 51 of 65 WAVE 3 OVERVIEW Wave 3 Survey: End of Trial Survey (TOU) Wave 3 Response Rate Survey Response Areas of Focus Round Timing Completes Rate 1) Customer satisfaction and customer experience Wave 3 Aug 2) Access to information r
Slide 52: Wave 3: Information Resources
Attachment BAT-4 Proceeding No. 19AL-XXXXE Hearing Exhibit ___ Page 52 of 65 WAVE 3: INFORMATION RESOURCES • Customers are most aware of information received via email (64%). • Most participants (58%) think the frequency of communications about the plan is “just right” although 24% would like more f
Slide 53: Wave 3: Information Resources
Attachment BAT-4 Proceeding No. 19AL-XXXXE Hearing Exhibit ___ Page 53 of 65 WAVE 3: INFORMATION RESOURCES • The most helpful information is provided via emails and MyAccount (Call center was least helpful.) • Information on MyAccount is accessed most often with 31% of respondents using it monthly o
Slide 54: Wave 3: Knowledge and Understanding
Attachment BAT-4 Proceeding No. 19AL-XXXXE Hearing Exhibit ___ Page 54 of 65 WAVE 3: KNOWLEDGE AND UNDERSTANDING • Nearly half of customers (49%) report a fairly complete or complete understanding of the bill. Participant self reported understanding of energy bill (n=1894) Understand completely 13%
Slide 55: Wave 3: Knowledge and Understanding
Attachment BAT-4 Proceeding No. 19AL-XXXXE Hearing Exhibit ___ Page 55 of 65 WAVE 3: KNOWLEDGE AND UNDERSTANDING • Customer understanding of the key elements of the rate plan is high (80%) and appears to have increased from 72% in Wave 2. Participant reported accuracy of the following statement: “Un
Slide 56: Wave 3: Customer Engagement and Behavior
Attachment BAT-4 Proceeding No. 19AL-XXXXE Hearing Exhibit ___ Page 56 of 65 WAVE 3: CUSTOMER ENGAGEMENT AND BEHAVIOR • A large proportion of customers report spending at least several minutes reviewing their bill in Waves 2 (49%) and Wave 3 (44%) compared to earlier findings from Wave 1 post-enroll
Slide 57: Wave 3: Customer Engagement and Behavior
Attachment BAT-4 Proceeding No. 19AL-XXXXE Hearing Exhibit ___ Page 57 of 65 WAVE 3: CUSTOMER ENGAGEMENT AND BEHAVIOR New AC Strategies – Customers report that they are: • Increasing thermostat settings during peak (30%) and shoulder (17%) periods • Shifting their use of appliances (especially dishw
Slide 58: Wave 3: Customer Engagement and Behavior
Attachment BAT-4 Proceeding No. 19AL-XXXXE Hearing Exhibit ___ Page 58 of 65 WAVE 3: CUSTOMER ENGAGEMENT AND BEHAVIOR Thermostat Saturation and Use • Roughly 70% of respondents currently have a smart or programmable thermostat. • 11% of households installed a smart or programmable thermostat after e
Slide 59: Wave 3: Customer Engagement and Behavior
Attachment BAT-4 Proceeding No. 19AL-XXXXE Hearing Exhibit ___ Page 59 of 65 WAVE 3: CUSTOMER ENGAGEMENT AND BEHAVIOR Electric Vehicle Saturation and Use • 16% of respondents (303 customers) reported having a plug-in EV (up from 6% in Wave 1) • 57% charge nightly; 36% charge as needed • 75% always u
Slide 60: Wave 3: How Important Is Customer Time Spent With Bill?
Attachment BAT-4 Proceeding No. 19AL-XXXXE Hearing Exhibit ___ Page 60 of 65 WAVE 3: HOW IMPORTANT IS CUSTOMER “TIME SPENT WITH BILL”? The amount of time that customers spend with their bill is significantly correlated with several measures of behavior change as shown below. Several Minutes Glance o
Slide 61: Wave 3: How Important Is Customer Understanding of the Bill?
Attachment BAT-4 Proceeding No. 19AL-XXXXE Hearing Exhibit ___ Page 61 of 65 WAVE 3: HOW IMPORTANT IS CUSTOMER UNDERSTANDING OF THE BILL? Customer understanding of the bill is related to several measures of behavior change as shown below. Understanding of Bill Higher Lower Never/rarely use appliance
Slide 62: Wave 3: How Important Is Customer Understanding of the Rate?
Attachment BAT-4 Proceeding No. 19AL-XXXXE Hearing Exhibit ___ Page 62 of 65 WAVE 3: HOW IMPORTANT IS CUSTOMER UNDERSTANDING OF THE RATE? Customers understanding of how the rate plan works is related to several measures of behavior change as shown below.. Understanding of Rate Plan Higher Lower Neve
Slide 63: Wave 3: Are the Actions of Seniors Different Than Others?
Attachment BAT-4 Proceeding No. 19AL-XXXXE Hearing Exhibit ___ Page 63 of 65 WAVE 3: ARE THE ACTIONS OF SENIORS DIFFERENT THAN OTHERS? Seniors appear to be different from other participants as shown below. Segment of Interest Senior Others Never/rarely use appliance during peak Dishwasher 83% 79% Cl
Slide 64: Wave 3: Are the Actions of Renters Different Than Others?
Attachment BAT-4 Proceeding No. 19AL-XXXXE Hearing Exhibit ___ Page 64 of 65 WAVE 3: ARE THE ACTIONS OF RENTERS DIFFERENT THAN OTHERS? Renters appear to be different from other participants as shown below. Segment of Interest Renters Others Never/rarely use appliance during peak Air Conditioner 30%
Slide 65: Wave 3: Actions of Customers With Smart/Programmable Thermostats
Attachment BAT-4 Proceeding No. 19AL-XXXXE Hearing Exhibit ___ WAVE 3: ARE THE ACTIONS OF CUSTOMERS WITH SMART/PROGRAMMABLE Page 65 of 65 THERMOSTATS DIFFERENT THAN OTHERS? Customers with Smart/Programmable thermostats appear to be different from other participants as shown below. Segment of Interes