Dive Summary:
- J.D. Power released a report this week title "2012 Smart Pulse Study and 2012 Customer Engagement Strategies Study," and the report says that just over 36% of customers are unaware of their utility companies' smart meter programs.
- The study also found a 56% gap between the high and low levels of customer awareness, meaning that a large group of customers is only partially aware of what their smart meters are or do.
- The study was based on 9,368 online interviews conducted from August 29, 2012, through September 10, 2012.
From the press release:
"... Slightly more than one-third (36%) of customers surveyed for the study are unaware of any smart meter efforts made by their utility company, while the remaining 64 percent are aware of some effort, whether it be regarding smart grid, smart meters only, or both smart grid and smart meters. However, not all utility companies excel in raising awareness of their smart meter efforts, as there is a gap of 56 percentage points between the highest and lowest levels of customer awareness (84% vs. 28%, respectively).
The study finds that customers of Georgia Power, PPL Electric Utilities, Portland General Electric and SMUD have the most positive opinions of their utility after smart meter installation.
The method through which customers receive information from their utility also impacts both awareness levels and sentiment toward their utility. Among customers who receive smart meter information via text message or the utility's blog, more than 50 percent say they have a more positive opinion of their utility than those who do not receive text messages. Among customers who receive information via other communication channels, such as bill inserts, door hangers and direct mail, more than 60 percent say the information did not change their opinion of the utility. ..."
