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Electric / Gas / Water
Summary of Final Evaluation Report
Prepared by:
Rafael Friedmann, PG&E
Kris Bradley & Christie Torok, Quantum Consulting
2003 Statewide Nonresidential Audit Program Evaluation
Knowledge to Shape Your Future2
• Tracking System Assessment– Verify tracking system accomplishments versus goals and
evaluate tracking system content
• Small Company Impact and Satisfaction Assessment– Measure first year program impact and customer
satisfaction with program components
• Large Company Impact Assessment– Measure program-related energy efficiency actions taken
over the first two years following the Audit
• Best Practices Assessment– Provide an up-to-date, prospective recommendation for the
best approach to on-site audits for different sized customers.
Evaluation Objectives
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• Statewide the Audit program delivered audit services to over 29,000 utility customers, with over ½ of the completed audits provided to customers defined as hard-to-reach (HTR)
Q4 Report Goals Q4 Report GoalsPG&E 11,865 6,500 9,059 3,500 SCE 8,533 7,100 3,963 2,840 SDG&E 5,063 5,000 2,621 800 SCG 4,283 4,000 475 400 Total 29,744 22,600 16,118 7,540
Total Participation Hard-to-Reach Participation
Program Targets and Accomplishments
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Data Collection Summary
• Smaller Customer Surveys (Less Than 100 kW)– 259 Participant / 261 Nonparticipant– Customers with Less Than 100 kW – PY 2003 Participants– Phone, Mail, On-Site, CD-ROM, On-Line
• Larger Customer Surveys (More Than 100 kW)– 84 Participant / 86 Nonparticipant – Customers with More Than 100 kW– PY 2002 Participants– On-Site Only
• Program Manager and Implementation Staff Interviews
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• 25% of small and very small nonparticipating customers are aware of the audit program, versus about 40% of medium/large customers
25% 25%
37%
42%
0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
Very Small(N=129)
Small(N=132)
Medium(N=37)
Large(N=49)
Rates of Audit Program Awareness in the General Population
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• Awareness of the Audit Program in the general population is driven by the IOUs, who account for 70 percent of overall awareness
34%
9%
84%
50%
24%
18%
12%
22%
7%
3%
3%
23%29%
10%
28%
38%
--2%--1%
--1%--2%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Very Small and SmallParticipants
(N=259)
Very Small and SmallNonparticipants
(N=59)
Medium and LargeParticipants
(N=84)
Medium and LargeNonparticipants
(N=33)
Other
RespondentContacted Utility
Bill Inserts
Utility Brochure inMail
Contacted by UtilityRepresentative
*Medium and large participants are PY2002 and onsite; very small and small participants are PY2003 and include all delivery mechanisms
Utility Marketing Sources of Program Awareness in the General Population
Knowledge to Shape Your Future7
• Satisfaction levels with the Audit program are reasonably high, but participants desire a more useful audit product (report)
65%
70%74%
46%
27%
19%15%
32%
5% --2%
16%
--2%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Overall Audit Program Quality of Report Credibility ofRecommendations
Usefulness
Unsatisfied(1-3)
SomewhatSatisfied (4-7)
Very Satisfied(8-10)
N=259
Satisfaction with Audit Program Elements Among Small and Very Small Participants
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(N=86)
(N=261)
(N=84)
(N=255)
(N=84)
(N=259)
1
2
3
4
5
6
7
Small and Very Small Medium and Large
Mean K
now
ledge R
ati
ng (
1-1
0 s
cale
)
Nonparticipants
Participants - Before Audit
Participants - After Audit
*Medium and large participants are PY2002 and onsite; very small and small participants are PY2003 and include all delivery mechanisms
Self-Reported Knowledge of Energy Efficiency
• Participants show a measurable increase in energy efficiency knowledge resulting from the audit
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• Audit participants purchase rebated equipment at much higher rates than nonparticipants
0%
10%
20%
30%
40%
50%
60%
Small/Very Small Participant(N=259)
Small/Very SmallNonparticipant (N=261)
Medium/Large Participant(N=84)
Medium/LargeNonparticipant (N=86)
SPC
Express Efficiency
Unspecified Rebate Program
Rebate Program Participation Levels
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• Participants want more customization in the audit reports (and recommendations), and want measure costs and rebates for use in ROI calculations
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Very Small and Small Participants(N=85)
Medium and Large Participants(N=15)
Less information
More communication &information
More personal contact
Provide results faster
Email info on rebates, EE
Give costs to replaceequipment
More customization
*Medium and large participants are PY2002 and onsite; very small and small participants are PY2003 and include all delivery mechanisms
Participant Suggestions for Program Improvement
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32%
24%
9%
20%
17%
12%
9%
12%
0%
5%
10%
15%
20%
25%
30%
35%
Lighting Cooling Gas Other
Adopti
on R
ate
Participant (N=259)
Nonparticipant (N=261)
Small and Very Small Customer Equipment Adoption Rates
• Among smaller customers, participant adoption rates for lighting and cooling, as well as ‘other’ miscellaneous equipment, are considerably higher than for a nonparticipant control group
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N=51
N=33
N=84
N=84N=84
N=39
N=47 N=86
N=86N=86
0%
10%
20%
30%
40%
50%
60%
Lighting Cooling Gas Other Industrial Process
Adopti
on R
ate
ParticipantNonparticipant
Medium and Large Customer Equipment Adoption Rates
• Among larger customers, when comparing participants and a nonparticipant control group, marked differences in adoption rates exist for industrial process, lighting, cooling, and gas equipment
Knowledge to Shape Your Future13
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%Very
Sm
all
an
d S
mall
(N=
66
)
Med
ium
an
dLa
rge
(N=
31
)
Very
Sm
all
an
d S
mall
(N=
52
)
Med
ium
an
dLa
rge
(N=
29
)
Very
Sm
all
an
d S
mall
(N=
17
)
Med
ium
an
dLa
rge
(N=
6)
Very
Sm
all
an
d S
mall
(N=
44
)
Med
ium
an
dLa
rge
(N=
8)
Med
ium
an
dLa
rge
(N=
24
)
Lighting Cooling Gas Appliances Other Equipment ProcessEquipment
Perc
en
t of
Eq
uip
men
t A
dop
tion
s
Don't know
No
Yes
*Medium and large participants are PY2002 and onsite; very small and small participants are PY2003 and include all delivery mechanisms
Percent of Equipment Adoptions Recommended in the Audit Report
• Recommendations in the audit reports clearly leads to equipment adoptions, especially for lighting measures
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N=52
N=32
N=69
N=190
N=49
N=37N=132
N=129
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
Very Small Small Medium Large
Perc
ent
Imple
menti
ng C
onse
rvati
on M
easu
res
Participant
Nonparticipant
Implementation of Conservation Measures by Customer Size
• Counter to PY2002 evaluation results, Audit influence on conservation measure adoptions is substantial
Knowledge to Shape Your Future15
N=139
N=51N=38
N=35
0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
50%
Very Small Small Medium Large
Pe
rce
nt
of
Co
ns
erv
ati
on
Me
as
ure
s B
eg
un
as
a R
es
ult
of
the
Au
dit
*Medium and large participants are PY2002 and onsite; very small and small participants are PY2003 and include all delivery mechanisms
Percent of Conservation Measures Begun as a Result of the Audit
• Self-reported conservation practices begun as a result of the audit ranges from 46 percent among the very small to about 25 percent for the largest customers
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Customer Size
On-Site Audit ApproachVery Small(<20 kW)
Small(20 - <100 kW)
Medium(100 - <500 kW)
Large(>500 kW)
Set goals based on number of completed audits • •Implement audit outreach to Express Efficiency participants • •Set goals based on energy saving targets • •
Tailor On-Site Audit Delivery by Customer Size
• Program outreach – program goals should drive the focus of the outreach effort to obtain the desired mix of small, medium and large customers
Knowledge to Shape Your Future17
Customer Size
On-Site Audit ApproachVery Small(<20 kW)
Small(20 - <100 kW)
Medium(100 - <500 kW)
Large(>500 kW)
Deliver the audit report during the site visit • •Provide an Express Efficiency application; filled-in where possible • •Furnish a list of qualified service providers • • •
Tailor On-Site Audit Delivery by Customer Size (Cont’d)
• Site Visit – for smaller customers all audit services should seek to maximize energy efficient equipment adoptions and Express Efficiency participation
Knowledge to Shape Your Future18
Customer Size
On-Site Audit ApproachVery Small(<20 kW)
Small(20 - <100 kW)
Medium(100 - <500 kW)
Large(>500 kW)
Smaller customers need educational information on relevant measures • •Smaller customers need measures ranked by the cost to the bottom line • •Larger customers need customized information relevant to their building • •Larger customers need measures ranked by ROI to justify investment • •
Tailor On-Site Audit Delivery by Customer Size (Cont’d)
• Audit Report and Recommendations – tailor audit products to customer wants and needs by customer size
Knowledge to Shape Your Future19
Customer Size
On-Site Audit ApproachVery Small(<20 kW)
Small(20 - <100 kW)
Medium(100 - <500 kW)
Large(>500 kW)
Track account rep. performance using completed Express applications • •In-depth follow-up efforts with larger customers to maximize savings • •
Tailor On-Site Audit Delivery by Customer Size (Cont’d)
• Audit Follow-up – motivate account representatives to follow-up using job performance incentives for achieving program savings and equitable spending targets
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Program Implementation for Smaller Customers
• Overall, a direct install program may be a preferable delivery channel for bringing energy efficiency to the under 20 kW market
• Alternatively, providing a turnkey program that combines Express Efficiency and Audit services may improve program results for very small customers
• Outreach efforts to small customers should emphasize remote Audits
• Emphasize low-cost and no-cost recommendations in Audits directed at smaller customers
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Program Implementation for Larger Customers
• Continue to direct on-site audits to larger customers • Provide in-depth follow-up services to maximize
recommended measure uptake and support for the Express Efficiency and SPC rebate programs
• Provide well-documented, detailed return-on-investment (ROI) calculations in the Audit report
• Include significant analytic customization and site-specific research in Audit reports for large customers
Knowledge to Shape Your Future22
Other Program Implementation Recommendations
• Provide Audit program outreach services using previous years’ Express Efficiency participants
• With the exception of SoCalGas, all other IOUs should increase Audit emphasis on the gas appliance end-use category
• Use outreach or follow-up strategies to improve customer utilization of the CD-ROM Audit tool
• Assess program marketing effectiveness and emphasize best practices
• Consider tracking goals based on downstream energy efficiency uptake
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