NEEA Smart Thermostat Workshop: Customer Delivery. January 2018

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Millicent Henderson
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1 NEEA Smart Thermostat Workshop: Customer Delivery January 2018

2 Customer Experience Small Businesses Contractors Opportunities for Improving Customer Delivery and Savings Quality Targeted Programs Agenda

3 What is the Customer Experience with Smart Thermostats?

4 Channels through which Smart Thermostats are being delivered Program Type Channel Dwelling Type DIY / Customer Self-install Retail / Big-Box Existing SF, Existing MH Online e-commerce Portal Existing SF, Existing MH Licensed Contractor / Qualified Installer Builder New SF, New MF Manufacturer Home Performance Contractor / Trade Ally New MH Existing SF, Existing MF, Existing MH, Low Income In-Home Service Providers Cable / Internet Service Providers New SF, New MF, Existing SF, Existing MF, Existing MH Security System Providers New SF, New MF, Existing SF, Existing MF, Existing MH Utility Direct to Customer / Mail On-bill Financing / Payment Existing SF, Existing MF, Existing MH, Low Income 2017 CLEAResult. All rights reserved. 4

Adoption & Customer Satisfaction 25% of Americans currently control some home function with a smart phone or

t-stats, 66% say they are seeing the savings they expected from this device Top 3 things Americans think smart

5 Adoption & Customer Satisfaction 25% of Americans currently control some home function with a smart phone or tablet 22% plan to do so within the next year 10% have installed a smart thermostat Of those who have Smart t-stats, 66% say they are seeing the savings they expected from this device Top 3 things Americans think smart homes should include: 1.An Energy Management system that provides detailed consumption info (44%) 2.A smart thermostat (42%) 3.Wi-Fi enabled Appliances (41%) Smart Home customers are happy customers: 76% say smart home products are easy to use 82% report that they re satisfied with their smart home products 2017 CLEAResult. All rights reserved. 5

Increased comfort Comfort of home temperature compared to pre-nest thermostat period Data and

9 DIY Installation rates Participation phase Nest Lyric Total Number of thermostats purchased Returned/defective/shipping problem Total thermostats installed Percent of thermostats installed 96% 88% 92% Reason for return Nest Lyric Total Customer complaints Installation problem thermostat functions Installation problem defective thermostat Post-installation problem thermostat failed Post-installation problem unknown Shipping problem Total returned Percent returned 4% 12% 8% Data and graphics from Energy Trust of Oregon and Apex Analytics 2017 CLEAResult. All rights reserved. 9

11 Market Rate vs. Low to Moderate Income Programs Market Rate Many delivery channels More top of the line thermostats Low to Moderate Income Direct install market opens up Less expensive versions 2017 CLEAResult. All rights reserved. 11

12 What is the Small Business Experience with Smart Thermostats?

Small Business / Small Commercial Building Adoption

Many manufacturers make different products in the same

ecobee EMS Si Ecobee4 (aimed at consumers) Ecobee EMS

13 Small Business / Small Commercial Building Adoption Smart thermostats work for small businesses as well! Many manufacturers make different products in the same family for small businesses Example: ecobee4 vs. ecobee EMS Si Ecobee4 (aimed at consumers) Ecobee EMS Si (aimed at small businesses) 2017 CLEAResult. All rights reserved. 13

savings of $138,380 Average annual savings of

14 Small Business Smart Thermostat Case Study Using ecobee EMS Si: Ruby Tuesday saw an average overall monthly savings of $138,380 Average annual savings of $1,660,560 ~10-month payback 2017 CLEAResult. All rights reserved. 14

15 Opportunities for Networked Savings Small Business Potential issues with Nest & Friends Ventilation needs Fan savings Medium Business Different market players Zen HQ Pelican DR Potential 2017 CLEAResult. All rights reserved. 15

16 What is the Contractor Experience with Smart Thermostats?

17 Contractor Experience with Smart Thermostats Some contractors embracing the opportunity Professional contractor support Contractors & Nest Marketing to DIY market See as a niche market Trade Ally Engagement 2017 CLEAResult. All rights reserved. 17

18 What are the Opportunities to Improve Customer Delivery and Savings Quality?

22 Targeted Programs

What a DR event looks like using conventional

with some uncomfortable conditions hiding in

Entergy Arkansas CLEAResult Ecobee Study

28 What is the customer impact of a datacentric approach? Notice a Difference in Comfort or Temperature? Utility Attribution 1% 0 7% 34.8% 34% 65.2% 58% Much More Positive More Positive No Yes About the Same More Negative Much More Negative 2017 CLEAResult. All rights reserved. 28

29 Thank you! Emily Kemper Mark Jerome

Energy Trust Smart Thermostat Pilots Smart Thermostat Workshop

Energy Trust Smart Thermostat Pilots Smart Thermostat Workshop About us Independent nonprofit Serving 1.6 million customers of Portland General Electric, Pacific Power, NW Natural, Cascade Natural Gas