Minnesota Valley Prepaid Meter Study Consumer Survey

Transcription

1 Minnesota Valley Prepaid Meter Study Consumer Survey June, 2014 NRECA MARKET RESEARCH SERVICES

2 Methodology A combination of telephone and on-line surveys were conducted with co-op members between June 6 and 12 of 2014 across 4 co-ops that offer prepaid meter programs. Data was collected for members who participate in the prepay program as well as those who do not participate in prepay. A total of 361 surveys were completed with prepay program members, 279 phone and 82 on-line. A total of 316 surveys were completed with non-prepay members, 271 phone and 45 on-line.

3 Conclusions Participants in the prepay program are generally well satisfied High overall satisfaction with Minnesota Valley While ratings are not as high as those of the control group (9.39), a mean score of 8.59 out of a maximum 10 is a strong score, More impressive to consider is that many enrolled in program after experiencing troubles paying their electricity bill, which can often sour relationship with creditor Participants ratings of Minnesota Valley across range of attributes very similar to that of the control group 7 of 10 respondents list being able to better track and manage their electric bill as reason for enrolling Overall satisfaction with Minnesota Valley s prepay program is very high with 9 of 10 rating it good or excellent Nearly ALL (96%) participants would sign up for program again if given the choice 8 of 10 look at Minnesota Valley more favorably since enrolling in program

4 Conclusions Consistent with views heard during in person interviews, participants value the program for the control it gives them over their household finances 9 of 10 report the program has made it easier to manage their electric bill so it fits their budget (95%) and that participation has helped them better understand what factors impact the size of their electric bill (82%) 7 of 10 (71%) report they waste a lot less electricity since enrolling in the program 59% indicate their electric costs are noticeably lower under the program 6 of 10 report they have taken steps to improve their home s energy efficiency since enrolling in the prepay program Over half do not find it inconvenient to monitor their account

5 Overall Satisfaction With Minnesota Valley 10 - Very Satisfied 41% 41% 53% 63% 9 13% 13% 19% 27% 8 16% 23% 23% 6-7 3% 8% 14% Participants (mean=8.35) 1-5 Not Satisfied 2% 9% 10% 8% Minnesota Valley Participants (mean=8.59) Non-Participants (mean=8.81) Minnesota Valley Non-Participants (mean=9.39) Using a 10-point scale where 1 is very dissatisfied and 10 is very satisfied, how satisfied overall would you say you are with Minnesota Valley?

6 Performance Attributes Mean Ratings Graphed Based on a 5-Point Scale: 1 = Very Poor; 5 = Excellent Participants Minnesota Valley Participants Non-Participants Minnesota Valley Non-Participants Best interests at heart Environmental concern Easy to reach Resolving issues or problems Friendly, courteous employees Delivering good value for the money On a 5-point scale where 1 means very poor and 5 means excellent, how would you rate Minnesota Valley on the following:

7 Performance Attributes Mean Ratings Graphed Based on a 5-Point Scale: 1 = Very Poor; 5 = Excellent Participants Minnesota Valley Participants Non-Participants Minnesota Valley Non-Participants Helping members be more efficient Having convenient payment options Providing accurate, understandable bills Restoring power quickly Minimizing outages Communicating, keeping members informed On a 5-point scale where 1 means very poor and 5 means excellent, how would you rate Minnesota Valley on the following:

8 Prepaid Meter Program

9 Overall Evaluation of Prepaid Meter Program 5 - Excellent 66% 69% 4 19% 24% 3 8% 10% Very Poor 2% 2% Minnesota Valley (mean=4.55) (mean=4.51) 0% 10% 20% 30% 40% 50% 60% 70% 80% On a 5-point scale where 1 means very poor and 5 is excellent, overall how would you rate the prepaid meter program?

10 Length of Participation Less than 6 months 11% 21% Over 6 months, less than 1 year 6% Minnesota Valley Over 1 year, less than 2 years 24% 44% 2 years or more 39% 40% For about how long have you been participating in the prepaid meter program?

11 Reasons Chose to Participate Multiple Responses Possible Be better able to track, manage electric bill 56% 72% Don't have big surprises 49% 52% Avoid paying large security deposit 38% 42% Reduce amount of electricity used/wasted 33% 38% Minnesota Valley Avoid being disconnected 26% 39% Seasonal / weekend home 17% 16% Other 7% 11% Which of the following were the main reasons why you chose to participate in the prepaid meter program?

12 Experiences with Prepay Mean Ratings Graphed Based on a 5-Point Scale: 1 = Completely Disagree; 5 = Completely Agree It is easy to track account and make sure that I have enough in the account Mean Minnesota Valley 87% 7% 94% % 10% 93% 4.72 Program has made it easier to manage electric bill so that it fits my budget Minnesota Valley 91% 4% 95% % 13% 91% 4.57 Minnesota Valley Given the choice, I would sign up for program again 5 Rating 4 Rating 90% 6% 96% % 7% 90% 4.62 Minnesota Valley Participation has given me a better understanding of factors impacting size of electric bill 71% 11% 82% % 12% 85% 4.40 Rate your level of agreement with the following statements using a 5-point scale where a 1 means you completely disagree with the statement and a 5 means you completely agree.

13 Experiences with Prepay Mean Ratings Graphed Based on a 5-Point Scale: 1 = Completely Disagree; 5 = Completely Agree Minnesota Valley Since joining, my view of my Minnesota Valley is more favorable 68% 83% Mean % 13% 78% 4.26 Minnesota Valley Since enrolling, I waste a lot less electricity 5 Rating 4 Rating 45% 26% 71% % 16% 76% 4.12 Minnesota Valley My electric costs are noticeably lower than they were before the program 32% 27% 59% % 12% 69% 3.96 Minnesota Valley It is inconvenient to have to continually monitor my account 41% 7% 48% % 9% 39% 2.75 Rate your level of agreement with the following statements using a 5-point scale where a 1 means you completely disagree with the statement and a 5 means you completely agree.

14 Methods Used to Monitor Balance Multiple Responses Possible In-home device 50% 53% Text messages from co-op 34% s from co-op 26% 43% Minnesota Valley Smart phone app 14% Co-op website 9% 12% Dial into co-op phone system 6% 8% Which of the following methods do you use to monitor your balance? Not asked of one cooperative where prepaid is done only through meter and in home smart card device

15 How Frequently Put Money in Account More frequently than once a week 5% Once a week 13% 25% Once every two weeks 31% 31% Once every three weeks 7% 9% Minnesota Valley Once a month 23% 34% Every couple months 6% 10% About how often do your put money in you account?

16 Energy Efficiency Steps Have Taken Steps to Improve Energy Efficiency of Home Yes No 40% 40% Replaced incandescent bulbs with CFL/LED Replaced old appliances Weather stripping Energy Efficiency Steps Taken 28% 35% 42% 44% 40% 51% Increased insulation Replaced windows 12% 25% 26% 22% Minnesota Valley 60% 60% Unplug/turn off unused items 14% 20% Consulted electric company 8% 12% Minn Valley Changed usage habits Other 8% 4% 9% 26% Since enrolling in the program, have you taken any steps to improve the energy efficiency of your home? If yes, which of the following steps have you taken?

17 Disconnection How Often Disconnected Because Balance Went to Zero How Long Before Reconnection* 0/Never 60% 86% 15 minutes or less 37% 47% 1 9% 11% 2-3 2% 16% Minnesota Valley minutes 20% 4-5 3% 6% Over 5 4% Over 30 minutes 32% 53% Since enrolling in the program about how many times have you been disconnected because your balance went to zero? If you were disconnected, how long before you were reconnected? * Not asked of one cooperative where prepaid is done only through meter and in home smart card device

18 Evaluation of Aspects of Program Mean Ratings Graphed Based on a 5-Point Scale: 1 = Very Poor; 5 = Excellent Being helpful when encounter issues with program Having someone available for questions or issues with program Restoring service quickly after funds put in account* Minnesota Valley Giving ample warning when account getting low Making it easy to reload account How would you rate the prepaid meter program for the following? Use a scale from 1 to 5 where 1 is very poor and 5 is excellent. * Not asked of one cooperative where prepaid is done only through meter and in home smart card device

19 Respondent Demographics

20 Member Information: Residence Dwelling Type Year Round or Seasonal Home Manufactured/ mobile home 5% 12% 35% Secondary home 7% 3% 1% 16% Townhouse/ Row house 5% 7% 19% Participants Minnesota Valley Participants Non-Participants Primary home 94% 97% 85% 99% Apartment/ Condo 11% 4% 5% Minnesota Valley Non- Participants Rent Own/Rent Home 46% 26% 17% Single family home 45% 74% 71% 72% Own 54% 74% 83% 85% What type of home is it? Is the home that is served by Minnesota Valley your primary residence in which you live year round or a secondary, vacation or weekend home? Do you own or rent your home?

21 Member Information: Age Under 35 9% 14% 29% 32% 35 to 44 11% 11% 21% 29% 45 to to 64 19% 22% 23% 22% Participants Minnesota Valley Participants Non-Participants Minnesota Valley Non-Participants 29% 65 or older 10% 19% 24% 32% Into which category does your age fall?

22 Member Information: Employment Active duty military 2% Work full-time 47% 49% 58% 66% Work part-time At home full time family care giver 6% 7% 9% 9% 3% 7% 13% Participants Minnesota Valley Participants Non-Participants Minnesota Valley Non-Participants Retired 19% 22% 19% 41% Not employed 6% 3% Are you currently active duty military? If not, what is your current employment status?

23 Member Information: Household Income Under $25,000 18% 16% 21% 43% $25,000 to less than $50,000 18% 31% 30% 43% $50,000 to less than $75,000 7% 16% 18% 17% $75,000 to less than $100,000 8% 24% 27% 32% $100,000 or more 2% 2% 11% 17% Participants Minnesota Valley Participants Non-Participants Minnesota Valley Non-Participants In which of the following groups does your total household income (from all sources) fall, before taxes?