Join the Customer Analytics Community on Tuesday, February 13, 2024 at 11:00 AM CT for a presentation with Q&A and open discussion on, "Customer Experience on Time of Use Plans" led by Francis Olsson, Data Scientist, Market Analytics and Performance at Salt River Project (SRP).
Session Description:
Time of use plans incentivize customers to shave system peak usage by offering them lower rates during off peak times. Customers ideally have a positive experience because they are able to save money if they are willing to shift their usage to off peak hours. We find this is not always the case. Not all customers on TOU plans save money. In addition, those who do save money tend to give lower scores on overall experience. This presents a challenge for SRP. How do we encourage customers to shave peak usage without lowering customer experience? Lastly, with the increase in solar adoption across SRP’s generation portfolio, peak times are becoming later and later. What does this mean for customer experience? We hope to shed some light on this.
Members of the Custimer Analytics Community will receive a Microsoft Teams link prior to this meeting. Not a member of this community? UAI Utility Members can register for any of our communities by using our Request To Join link.