White Papers on Behavioral Approaches to Energy Conservation and New Customer Metrics

A white paper, "New Behavioral Approaches to Energy Conservation," is available on the DEFG Web site. The white paper examines the behavioral landscape to better understand and leverage behavioral models that go beyond what is in the market today. The paper points to significant potential for customer engagement centered on energy conservation, but also many challenges to effective implementation.

The white paper calls for a "+ strategy" to be deployed. In other words, using a behavioral approach connected to another part of the utility DSM portfolio or utility offering to either optimize the underlying program or to serve as the "glue" to hold the pieces together for greater persistence.

Download the paper here:
http://www.defgllc.com/content/Publications/reports.asp

A second white paper, "The Crossroads of Customer Metrics and Strategy in the Utility Sector: A Case for Alternative Metrics," examines the drivers and rationale for a set of alternative customer metrics to complement, not replace, the current reliance on customer satisfaction scoring and operational service level metrics. These complementary metrics allow utilities to track and improve performance regarding the customer experience.

Each set of metrics has its place; however, a customer strategy that emphasizes trust and a deepening of relationships between utility and customers requires a different set of metrics to measure a the factors important to achieve strategic objectives.

Download the paper here:
http://www.defgllc.com/content/Publications/reports.asp