Consumer attitudes to the energy market and smart meters

Smart Meter Central Delivery Body

May 2014: Wave 1

Sub-groupsAs well as age, gender, region, SEG, we have also looked into ‘vulnerable groups’. There are defined as:

• Fuel poverty (those who spend 10% or more of their income on fuel)• Has a disability• Renters (as in those who rent the property in which they reside)• Pay by Pre-pay meter (all those who pay their electricity or gas via a pre-pay meter)

10,033

Bespoke online survey designed to be representative of the GB population and based on a large sample size to allow drill down analysis to sub group level. Data collection between: 31st March - 13th April 2014

A total of 10,033 GB Nat Rep sample was achieved.

18 years+, with quotas on: age, gender, region, SEG to ensure a robust GB representative sample design.

2

Overview of survey design

51%49%

12%17%17%18%15%22% 65+

55-64 45-54 35-44 25-34 18-24

48 Average age

Gender Age

Social Grade

Region

House Type

27%

28%

22%

24% DE

C2

C1

AB 54%

46%

35%

37%

29%

Terraced: 23%

Detached: 23% Semi: 33%

Flats: 18%

7%9% 10%

13%

9%

4%

11%

9%

5%

14%

9%

Respondent Profile

Q1. Gender Q2. Age Q5. Region Q24. Which type of property do you live in? Q36. Social classBase: All Respondents (10,033) 3

4

Respondent Profile

Q6: Bill responsibility. Q7 Payment method. Q7a+b estimated annual energy (electricity/main gas) spend. Q8a. Which company supplies electricity to your home? Q8b. Which company supplies mains gas (if you have it) to your home? Base: All Respondents (10,033)

Billing Responsibility

8%

37%

55% Solely responsible

Jointly responsible

Not responsible

70%

14%

12%5%

Direct Debit/Standing Order

Pre-payment meter (PPM, or card or key meter)

Quarterly bill (payment on demand)

Other/DK

Billing Payment Method Annual Bill Size (electricity/gas)

£300 or less £301 - £600 £601 - £900

£901 - £1200 £1201 - £1500

£1501+ Don't know

2%13%

19%21%

18%17%

10%

Average: £1,100

British Gas EDF Energy

Eon Scottish Power

Npower SSE

Other

22%15%

14%12%

11%9%

13%

Mains gas supplier

British Gas Eon

EDF Energy Scottish Power

Npower SSE

Other Don't have gas

27%11%

10%9%9%

6%11%

13%‘other’ contains any mentions below 5%

Electricity Provider

5

A slightly higher percentage of people in London do not know their annual energy spend

Q7a+b estimated annual energy (electricity/main gas) spend..Base: All Respondents (10,033) All Respondents solely or jointly responsible for paying bill (9,240)

Percentage of those who do not know their energy spend

All Respondents

7%12% 9%

13%10%

9%

8%

9%

8%

9%

9%4%

4% 5%

6%4%

5%

5%

5%

3%

5%

5%

NET: Solely/jointly responsible for paying bill

Total10%

Total5%

13%

19%

22%

17%

20%

24%

23%

26%

5%

8%

9%

6%

9%

15%

10%

13%

31%

30%

28%

25%

28%

26%

26%

25%

20%

13%

13%

15%

12%

11%

10%

11%

Somewhat disagree Strongly disagree Somewhat agree Strongly agree

Q10 For each of the statements below please indicate the extent to which you agree or disagree?Base: All Respondents (10,033)

There is a general lack of trust towards energy suppliers.

6

I don't trust any energy supplier

I don't think I have the information I need to choose the right energy tariff

I worry I'm paying for more energy than I use

I don't trust my energy supplier(s)

I don't think I have the information I need to choose the right energy supplier

I worry I'm running up a big energy bill without realising it

I worry that my energy bills are not accurate

I don't understand my energy bill

Agreement with statements

Net difference

33%

16%

11%

17%

15%

-2%

4%

-3%

Q10 For each of the statements below please indicate the extent to which you agree or disagree?Base: All Respondents. Those with a disability (1366) Renters (3555 ) Those who pay by pre-pay meter (1443) Those who have fuel poverty (831)

General lack of trust and concerns are even higher amongst vulnerable groups.

7

I don't trust any energy supplier

I don't think I have the information I need to choose the right energy tariff

I worry I'm paying for more energy than I use

I don't trust my energy supplier(s)

I don't think I have the information I need to choose the right energy supplier

I worry I'm running up a big energy bill without realising it

I worry that my energy bills are not accurate

I don't understand my energy bill

Total Those with a disability Those who rent Those who pay via

a pre-pay meterThose with fuel

poverty

36%

37%

37%

39%

40%

41%

43%

51%

11%

Agreement with statements (Top 2 Box): Total versus vulnerable groups

41%

40%

40%

44%

44%

45%

48%

57%

38%

42%

41%

41%

42%

49%

45%

51%

39%

42%

30%

43%

44%

52%

47%

51%

44%

45%

46%

46%

47%

50%

49%

57%

84% of people aware and 44% interested in having a smart meter

GB Popu-lation

0.16

0.84Aware of Smart Me-ters

Not Aware of Smart Meters

Claimed awareness of Smart Meters

84% are aware of Smart Meters

Fuel PovertyPay by Pre-pay meter

RentersHas disability

Sole responsibility for billLondon

WalesScotlandEngland

55+35-5418-34

FemaleMale

39%43%44%45%48%

38%42%45%44%45%47%

40%42%

47%

Top 2 Box Interest in having a Smart Meter (Sub groups)Total 44%

Q15. To what extent would you be interested, or not, in having a Smart Meter installed in your home?

Base: All Respondents (10,033)

Q 11: Smart Meters monitor energy consumption in the home. Before today had you heard of Smart Meters? Q12. Do you have a Smart Meter?Base: All Respondents (10,033)

23%

17%

9%

6%

19%

25%

11%

16%

Somewhat disagree Strongly disagree Somewhat agree Strongly agree

Q10 For each of the statements below please indicate the extent to which you agree or disagree?Base: All those who have awareness and understanding and accurately claimed to own a smart meter (90) All those who do not own a Smart Meter (7474)

On balance those respondents with a Smart Meter trust their energy supplier.

10

Accurately claimed smart meter ownership, awareness and

understanding

Do not own a Smart Meter

Agreement with statement ‘I don't trust my energy supplier(s)’Net

difference

-2%

19%