Case Study
Electricity providers in the U.S. and Canada are making strides in educating and engaging consumers on better controlling how much energy they use, the resulting costs they incur and the benefits of shifting their usage.
These case studies collected by the Smart Energy Consumer Collaborative spotlight how smart energy technologies and programs have engaged consumers to empower them to match the energy they use with their needs.
Since 2004, Austin Energy has helped residential customers adopt solar through upfront incentives that lower installation costs. However, as solar adoption grew in the Austin area, so did misleading marketing and misinformation that created confusion and reduced satisfaction for customers.
Recognizing the need to offer a trusted, fact-based resource that protects customers from these types of misinformation, in 2018, Austin Energy launched Solar 101, which included an online course and 10-question quiz, as a prerequisite for receiving the incentive.
After receiving feedback from customer surveys, Austin Energy embarked on a redesign of the Solar 101 course. The updated course aimed to prioritize accessibility, clarity and Austin-specific guidance, empowering customers to recognize trustworthy information and make informed decisions about rooftop solar.
Within the first few months after the redesign's launch, viewership of the educational content rose from 755 to 7,864, and quiz completions increased from 150 to 250. This data highlights the updated course’s clarity and usefulness. Additionally, Austin Energy staff have reported fewer questions about solar from residential customers.
