Advanced Power Strips (APS) - PowerPoint Presentation

Advanced Power Strips (APS) Short Survey Reponses and Summary FindingsNavigantOctober 2016

Measure Requirements & Survey Methodology Infrared remote sensing stripReduce power when no infrared remote signal is detected for a predetermined period of timeHome entertainment centersMain device (television) and controlled peripherals Delivery mechanisms include Direct Install, By Request and Retail Short survey responses are from By Request and Direct Install onlySurvey was conducted as a mail-in form or Survey Monkey link. Included with delivery of the APS and captures near-term feedback.2

Survey Respondents 1,643 total survey responsesMajority of responses come from a single, relatively small utility3

Survey Questions Topic# Question Participation 1 Did you receive an advanced power strip through a program of [utility name]? Delivery 2 Did you install the advanced power strip or did a contractor install it for you? 3 Did you install the advanced power strip using instructions provided by your utility or the instructions provided in the box? 4 How helpful were the instructions for helping you install the advanced power strip? 5 Would you have preferred that the device was installed by your utility or a contractor? 6 If you haven’t installed the power strip according to the instructions provided, why not? Application7Is your TV currently plugged into the TV-specific “control” outlet?8What products were plugged into the advanced power strip and into which plug (controlled/always on)?Customer Understanding9How well do you understand the benefits and features of using the advanced power strip?*Did someone from [utility name] explain the benefits and features of the advanced power strip?Customer Satisfaction10Please rate your experience from “very unsatisfied” to “very satisfied.”11Any other comments?Persistence12How likely are you to continue using the advanced power strip?Baseline13Did you replace a standard power strip with the advanced power strip? *This question was only asked in one utility’s survey. 4

Summary Highlights:Majority of customers were “very satisfied” or “satisfied” and likely to continue using the APSMajority of customers were using the APS as intended in home entertainment applicationA correlation does not appear to exist between the delivery mechanism andcustomers’ understanding of the benefits and features of the APS customer satisfaction with the APScustomer-reported likelihood of continuing to use the APS Potential areas for improvement: The most commonly reported problems with the APS were:Made it more difficult or inconvenient to turn on devices (78 responses) Caused devices to turn off unexpectedly while in use (50 responses)Not compatible with the customer’s entertainment system (41 responses) Too complicated to install and/or the installation instructions were unclear (32 responses) D efective (21 responses) 5

Delivery 6*Did not include utilities with only one respondent.Number of utilities where majority were:* By Request: 17Direct Install: 3 Total Responses Across All Utilities: Majority of survey respondents had self-installed (By Request) units.

Delivery For the single utility with the majority of survey responses, a greater percent of respondents received a By-Request strip than the other utility respondents in aggregate. 7 No response: n=84

Delivery Most customers used the instructions included with the APS.8 n=1518 n=33 No response: n=61

Delivery Customers found the instructions provided in the box and utility-provided instructions to be nearly equally helpful.9*Includes responses for By Request only n=1360 n=71

Delivery Majority of By Request respondents would not have preferred their utility or a contractor install their APS.Majority of Direct Install respondents would not necessarily have preferred to self-install.10 n=1505n=28 No response: n=44

Customer Installation Experience Survey respondents commented on their experience with installing their APS.11 No response: n=1384

Application 12Most, but not all, customers used the controller outlet for their TV. No response: n=51

Customer Understanding Self-installation correlated with a slightly higher level of understanding of APS benefits and features compared to contractor/utility installation.13 n=1513 n=38 No response: n=29

Customer Understanding One utility asked whether the benefits and features of the APS were explained. However, this did not seem to affect customers’ self-reported levels of understanding.14 n=23 n=35 No response: n=1

Customer Satisfaction The majority of customers were satisfied with their APS.15 n=1513 n=37 No response: n=30

Customer Satisfaction Some customers reported issues with their APS, which fell into a few broad categories summarized below.*16 Issue CategoryIssue # of ObvsProblem with operation of devices plugged into APS APS makes it more difficult or inconvenient to turn on devices78 APS causes devices to turn off unexpectedly50 APS not compatible with entertainment system setup 41 Problem with design of the APS Device was defective 21 Device plugs would not fit in APS outlets (usually because of transformer bricks) 16 Not enough outlets of a certain type (e.g. Always On) 12Lights on the APS are too bright11OtherCould not understand instructions/APS was too difficult to install32*Only includes issues with at least 10 responses (paraphrased from actual customer response)

Persistence Most survey respondents predicted they would continue to use the power strip (independent of delivery mechanism.)17n=1514 n=37 No response: n=40

Persistence Certain issues caused customers to report being unlikely to continue using their APS.18 n=78 n=50 n=41 n=32 n=21

Appendix The following slides compare the single utility with the majority of survey responses to all other utilities in the survey.19

Delivery 20n=1343 n=239

Delivery 21n=1344 n=239

Delivery 22n=1361 n=238

Customer Understanding 23n=1365 n=249

Customer Satisfaction 24n=1367 n=246

Persistence 25n=1358 n=245