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Lessons from Winter 2014 Preparing For Winter 2015

Lessons from Winter 2014 Preparing For Winter 2015. Amanda Noonan Director, Consumer Affairs NH Public Utilities Commission. Winter 2014: Customer Experience. 32% of customer calls last winter directly related to competitive energy supply. Winter 2014: Customer Experience.

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Lessons from Winter 2014 Preparing For Winter 2015

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  1. Lessons from Winter 2014Preparing For Winter 2015 Amanda Noonan Director, Consumer Affairs NH Public Utilities Commission

  2. Winter 2014: Customer Experience • 32% of customer calls last winter directly related to competitive energy supply

  3. Winter 2014: Customer Experience Top Reasons for Calls Results? Lots of confusion and disruption for customers • Pricing • Variable rates • Contract expirations • Lack of understanding of how competitive market works • Switching confusion

  4. Winter 2014: Customer Experience • Residential and small commercial customers have no experience with the variable nature of electric market prices • Traditionally, utility energy service has insulated them from market fluctuations • Benefit and risks to competitive market choices

  5. Preparing for Winter 2015:Outreach and Education • Outreach and Education • Competitive energy supply • How it works • Fixed versus variable pricing • Being Prepared for Winter • Conservation information • Energy efficiency • Assistance programs • Billing arrangements (budget billing and extended payment arrangements)

  6. Preparing for Winter 2015:Outreach and Education • Consistent messaging to customers on what to expect and how to prepare • Coordination with electric and gas utilities • Coordination with OEP • Education about electric markets and natural gas supply constraints • High-level, consumer friendly

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