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Low Carbon London Smart Metering Trial Customer Communications Focus Groups – LCL Smart Meter Pilot Q4 2011

Method and Sample ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Title of presentation © 24 November 2009 EDF Energy plc. All rights Reserved.

Discussion Guide and Materials ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Title of presentation © 24 November 2009 EDF Energy plc. All rights Reserved.

Customers were interested and prepared to engage with LCL Smart Meter Trial. However there was an appetite for more information and a need for clarity and transparency ,[object Object],[object Object],[object Object],[object Object],Title of presentation © 24 November 2009 EDF Energy plc. All rights Reserved.

General feedback on energy companies was consistent with previous customer research ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Title of presentation © 24 November 2009 EDF Energy plc. All rights Reserved.

In discussing Smart Metering in general, respondents were accepting but were keen for more information ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Title of presentation © 24 November 2009 EDF Energy plc. All rights Reserved.

Respondents understood the LCL Trial/Smart Meter benefits, but thought we could highlight them more ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Title of presentation © 24 November 2009 EDF Energy plc. All rights Reserved.

Many respondents were keen to find out more information online before contacting to participate ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Title of presentation © 24 November 2009 EDF Energy plc. All rights Reserved.

The Low Carbon London brand or overall objectives were not well understood; Shared branding was confusing to some ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Title of presentation © 24 November 2009 EDF Energy plc. All rights Reserved.

Many of the older respondents thought branded, colour communications would cost too much; this view was not expressed in the younger group ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Title of presentation © 24 November 2009 EDF Energy plc. All rights Reserved.

Smart Meter appointments were perceived to be inconvenient; there was also the desire to be reassured about the professionalism and trustworthiness of the engineer ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Title of presentation © 24 November 2009 EDF Energy plc. All rights Reserved.

We have taken much of the feedback and updated the literature to resolve some of these key consumer needs ,[object Object],[object Object],[object Object],[object Object],Title of presentation © 24 November 2009 EDF Energy plc. All rights Reserved.

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