Site-Specific Evaluation Feedback - BPA.gov

Site-Specific Evaluation Feedback - BPA.gov

Advanced Power Strips (APS) Short Survey Reponses and Summary Findings Navigant October 2016 Measure Requirements & Survey Methodology Infrared remote sensing strip Reduce power when no infrared remote signal is detected for a predetermined period of time Home entertainment centers Main device (television) and controlled peripherals Delivery mechanisms include Direct Install, By Request and Retail Short survey responses are from By Request and Direct Install only Survey 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 responses Majority of responses come from a single, relatively small utility Breakdown of Utility Respondents All Other Utilities; 253 Single Utility with Most Responses; 1390 3 Survey Questions Topic # Question Did you receive an advanced power strip through a program of [utility name]? Did you install the advanced power strip or did a contractor install it 2 for you? Did you install the advanced power strip using instructions provided 3 by your utility or the instructions provided in the box?

How helpful were the instructions for helping you install the Delivery 4 advanced power strip? Would you have preferred that the device was installed by your 5 utility or a contractor? If you havent installed the power strip according to the instructions 6 provided, why not? 7 Is your TV currently plugged into the TV-specific control outlet? Application What products were plugged into the advanced power strip and into 8 which plug (controlled/always on)? How well do you understand the benefits and features of using the 9 Customer advanced power strip? Understandi Did someone from [utility name] explain the benefits and features of ng * the advanced power strip? Please rate your experience from very unsatisfied to very Customer 10 satisfied. Satisfaction 11 Any other comments?

Persistence yousurvey. to continue using the advanced power strip? *This question was12 onlyHow askedlikely in oneare utilitys Did you replace a standard power strip with the advanced power 4 Baseline 13 strip? Participation 1 Summary Highlights: Majority of customers were very satisfied or satisfied and likely to continue using the APS Majority of customers were using the APS as intended in home

entertainment application A correlation does not appear to exist between the delivery mechanism and customers understanding of the benefits and features of the APS customer satisfaction with the APS customer-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 customers entertainment system (41 responses) Too complicated to install and/ or the installation instructions

were unclear (32 responses) Defective (21 responses) 5 Delivery Majority of survey respondents had self-installed (By Request) units. Number of utilities where majority were:* By Request: 17 Direct Install: 3 Total Responses Across All Utilities: Did you install the advanced power strip or did a contractor install it for you? No response; Direct Install; 84 38 By-Request; 1521

*Did not include utilities with only one respondent. 6 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. Did you install the advanced power strip or did a contractor install it for you? Single Utility n=1317 All Other Utilities n=242 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Percent of Responses By-Request Direct Install No response: n=84 7 Delivery

Most customers used the instructions included with the APS. Did you install the advanced power strip using instructions provided by your utility or the instructions provided in the box? By-Request n=1518 Direct Install n=33 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Percent of Responses Instructions in box Instructions provided by utility I didnt use instructions No response: n=61 8 Delivery Customers found the instructions provided in the box and utility-provided instructions to be nearly equally helpful. How helpful were the instructions for helping you install the advanced power strip? Instructions in box n=1360 Instructions provided by utility n=71

Percent of Responses* Very helpful Not helpful *Includes responses for By Request only Somewhat helpful I didn't use instructions 9 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. Would you have preferred that the device was installed by your utility or a contractor? By-Request n=1505 Direct Install n=28 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Percent of Responses Yes No

Not sure No response: n=44 10 Customer Installation Experience Survey respondents commented on their experience with installing their APS. If you havent installed the power strip according Too complicated;to the instructions provided, why not? Forgot; 18 2 Plan to install but haven't yet; 50 Other; 96 Instructions were unclear; 22 Not necessary; 71 No response: n=1384 11 Application

Most, but not all, customers used the controller outlet for their TV. Is your TV currently plugged into the TV-specific "control" outlet? What products were plugged into the advanced power strip and into which plug? Speakers TV No; 210 Amplifier I don't know; 58 DVD/BluRay Player DVR/Cable Box Stereo/Receiver Game Console Yes; 1324 Other 0 200 400 600 800 100012001400 Number of Responses Yes No I don't know No response: n=51 Controlled

Always on 12 Customer Understanding Self-installation correlated with a slightly higher level of understanding of APS benefits and features compared to contractor/utility installation. How well do you understand the benefits and features of using the advanced power strip? By-Request n=1513 Direct Install n=38 0% 10% 20% 30% 40% 50% 60%

70% 80% 90% 100% Percent of Responses Very well Not very well Somewhat Not at all No response: n=29 Slightly 13 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. How well do you understand the benefits and features of using the advanced power strip? (Single utility customers only) Benefits were explained

n=23 Benefits were not explained 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% n=35 Percent of Responses Very well Somewhat Slightly Not very well Not at all No response: n=1 14 Customer Satisfaction The majority of customers were satisfied with their APS. Please rate your experience from Very Unsatisfied to Very Satisfied. By-Request n=1513 Direct Install n=37 0%

10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Percent of Responses Very Satisfied Unsatisfied Satisfied Very Unsatisfied Neutral

No response: n=30 15 Customer Satisfaction Some customers reported issues with their APS, which fell into a few broad categories summarized below.* Issue Category Problem with operation of devices plugged into APS Problem with design of the APS Issue # of Obvs APS makes it more difficult or inconvenient to turn on devices 78

APS causes devices to turn off unexpectedly 50 APS not compatible with entertainment system setup 41 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) 12 Lights on the APS are too bright 11 Could not understand instructions/APS was too Other

*Only includes issues withdifficult at least 10 to responses install(paraphrased from actual customer response) 32 16 Persistence Most survey respondents predicted they would continue to use the power strip (independent of delivery mechanism.) How likely are you to continue using the advanced power strip? By-Request n=1514 Direct Install 0% 10% 20% 30% 40% 50%

60% 70% 80% 90% 100%n=37 Percent of Responses Very likely Neither likely nor unlikely Very unlikely Somewhat likely Somewhat unlikely No response: n=40 17 Persistence Certain issues caused customers to report being unlikely to continue using their APS. Top 5 reported issues, correlated with reported likelihood of continuing to use the advanced power strip More difficult or inconvenient to turn on devices Devices turn off unexpectedly while in use Power strip not compatible with entertainment system setup Complicated installation or unclear instructions Power strip was defective

n=78 n=50 n=41 n=32 n=21 0% 20% 40% 60% 80% 100% Likelihood of Continuing to use APS Very likely Somewhat unlikely Somewhat likely Very unlikely Neither likely nor unlikely Did not say 18 Appendix The following slides compare the single utility with the majority of survey responses to all other utilities in the survey. 19 Delivery

Did you install the advanced power strip using instructions provided by your utility or the instructions provided in the box? Single Utility All Other Utilities n=1343 n=239 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Percent of Responses Instructions in box Instructions provided by utility I didnt use instructions 20 Delivery How helpful were the instructions for helping you install the advanced power strip? Single Utility n=1344 All Other Utilities n=239 0%

10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Very helpful Not helpful Percent of Responses Somewhat helpful I didn't use instructions 21 Delivery Would you have preferred that the device was installed by your utility or a contractor? Single Utility n=1361 All Other Utilities n=238 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Percent of Responses Yes No Not sure 22

Customer Understanding How well do you understand the benefits and features of using the advanced power strip? Single Utility n=1365 All Other Utilities n=249 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Percent of Responses Very well Somewhat Slightly Not very well Not at all 23 Customer Satisfaction Please rate your experience from Very Unsatisfied to Very Satisfied. Single Utility

n=1367 All Other Utilities n=246 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Very Satisfied Unsatisfied Percent of Responses Satisfied Neutral Very Unsatisfied 24 Persistence How likely are you to continue using the advanced power strip? Single Utility n=1358 All Other Utilities n=245

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Very likely Neither likely nor unlikely Very unlikely Somewhat likely Somewhat unlikely 25

Recently Viewed Presentations

  • Microscope - Anoka-Hennepin School District 11

    Microscope - Anoka-Hennepin School District 11

    Microscope. Eyepiece, ocular lens. arm. bodytube. Course adjustment. Fine adjustment. base. Light switch. diaphragm. Revolving nosepiece. Objective lens. stage. light
  • Biomes Section 1 Biomes What is a Biome?
  • The Depression - Ms. Andres' Class

    The Depression - Ms. Andres' Class

    The government and those around them began to profit by making them a significant tourist attraction in Ontario. Ontario Premier Mitchell Hepburn with the Dionne babies ca. 1934 Canadians saving lives: The discovery of insulin Sir Frederick Banting was a...
  • Increases in Lifespan due to Oxaloacetic Acid Supplementation

    Increases in Lifespan due to Oxaloacetic Acid Supplementation

    Modification of the NAD+/NADH ratio to mimic Calorie Restriction ... -30% Decrease in Genes that Create & Store Fat 29% Reduction in Fat Tissue Mass with OAA Supplementation Reduced Weight Rebound Due to Lower Gene Expression After Diet Commercial Product...
  • How to Write a Grant Application

    How to Write a Grant Application

    Early life course exposures that do not predict offending Pregnancy/fetal exposures not important Socioeconomic status of little/no importance Early health of child Bonding/attachment Use of child care services Martial/family life background except early marital breakdown Three main early life course...
  • Narrative in Painting Arena Chapel, Giotto di Bondone

    Narrative in Painting Arena Chapel, Giotto di Bondone

    Narrative in Painting Narrative in Painting Arena Chapel, Giotto di Bondone 1305 Arena Chapel, Giotto di Bondone 1305 Cardsharps Michelangelo Merisi da Caravaggio 1594 Raft of the Medusa Théodore Géricault 1818 Raft of the Medusa sketch Théodore Géricault 1819 The...
  • Ecozones of Canada

    Ecozones of Canada

    Écozones du Canada Écozones marines Écozones terrestres Écozones Marine Pacifique Archipel arctique Bassin arctique Atlantique Nord-Ouest Atlantique Terrestres Cordillère arctique Haut-arctique Bas-arctique Taïga des plaines Taïga du bouclier Taïga de la cordillère Plaines hudsoniennes Plaines boréales Bouclier boréale Cordillère boréale...
  • Strategic Social Media - NAMI: National Alliance on Mental ...

    Strategic Social Media - NAMI: National Alliance on Mental ...

    Social media usage continue to rise. Percentage of Americans Using Social Media. Platforms . 79% of online users (8 in 10) use Facebook . 68% of US adults. 32% of online users (one-third) use Instagram . 28% of US adults.