Minnesota Valley Prepaid Meter Study Consumer …c.ymcdn.com/sites/ Valley Prepaid Meter Study Consumer Survey June, ... meter and in home smart card device . ... How would you rate

Minnesota Valley Prepaid Meter

Study Consumer Survey

June, 2014

NRECA MARKET RESEARCH

SERVICES

NRECA MARKET RESEARCH SERVICES

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.


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


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

Overall Satisfaction With Minnesota

Valley


2%

16%

19%

63%

8%

3%

23%

13%

53%

10%

8%

15%

27%

41%

9%

14%

23%

13%

41%

1-5 Not Satisfied

6-7

8

9

10 - Very Satisfied

Total Participants (mean=8.35)

Minnesota Valley Participants (mean=8.59)

Total 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?

Performance Attributes Mean Ratings Graphed Based on a 5-Point Scale: 1 = Very Poor; 5 = Excellent


4.47

4.80

4.56

4.78

4.74

4.57

4.19

4.70

4.36

4.56

4.46

4.26

4.19

4.94

4.67

4.62

4.42

4.32

4.14

4.67

4.46

4.42

4.46

4.23

Delivering good value for the money

Friendly, courteous employees

Resolving issues or problems

Easy to reach

Environmental concern

Best interests at heart

Total Participants Minnesota Valley Participants Total Non-Participants Minnesota Valley Non-Participants

On a 5-point scale where 1 means “very poor” and 5 means “excellent,” how would you rate Minnesota Valley on the following:

Performance Attributes Mean Ratings Graphed Based on a 5-Point Scale: 1 = Very Poor; 5 = Excellent


4.51

4.79

4.71

4.51

4.80

4.21

4.29

4.51

4.36

4.42

4.50

4.00

4.43

4.82

4.62

4.74

4.01

4.33

4.57

4.45

4.47

4.18

Communicating, keeping members

informed

Minimizing outages

Restoring power quickly

Providing accurate, understandable bills

Having convenient payment options

Helping members be more efficient

Total Participants Minnesota Valley Participants Total Non-Participants Minnesota Valley Non-Participants

On a 5-point scale where 1 means “very poor” and 5 means “excellent,” how would you rate Minnesota Valley on the following:

Prepaid Meter Program


Overall Evaluation of Prepaid Meter

Program


2%

2%

8%

19%

69%

10%

24%

66%

0% 10% 20% 30% 40% 50% 60% 70% 80%

1 - Very Poor

2

3

4

5 - Excellent

Minnesota Valley (mean=4.55)

Total (mean=4.51)

On a 5-point scale where 1 means “very poor” and 5 is “excellent,” overall how would you rate the prepaid meter program?

Length of Participation


40%

24%

15%

21%

39%

44%

6%

11%

2 years or more

Over 1 year, less than 2

years

Over 6 months, less

than 1 year

Less than 6 months

Minnesota Valley

Total

For about how long have you been participating in the prepaid meter program?

Reasons Chose to Participate Multiple Responses Possible


11%

16%

26%

33%

42%

52%

56%

7%

17%

39%

38%

38%

49%

72%

Other

Seasonal / weekend home

Avoid being disconnected

Reduce amount of

electricity used/wasted

Avoid paying large security

deposit

Don't have big surprises

Be better able to track,

manage electric bill

Minnesota Valley

Total

Which of the following were the main reasons why you chose to participate in the prepaid meter program?

Experiences with Prepay Mean Ratings Graphed Based on a 5-Point Scale:

1 = Completely Disagree; 5 = Completely Agree


83%

87%

10%

7%

93%

94%

Total

MinnesotaValley

It is easy to track account and make sure that I have enough in the account

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.”

Mean

4.79

4.81

4.75

4.36

4.72

4.57

4.62

4.40

78%

91%

13%

4%

91%

95%

Total

MinnesotaValley

Program has made it easier to manage electric bill so that it fits my budget

83%

90%

7%

6%

90%

96%

Total

MinnesotaValley

Given the choice, I would sign up for program again 5 Rating 4 Rating

73%

71%

12%

11%

85%

82%

Total

MinnesotaValley

Participation has given me a better understanding of factors impacting size of electric bill

Experiences with Prepay Mean Ratings Graphed Based on a 5-Point Scale:

1 = Completely Disagree; 5 = Completely Agree


65%

68%

13%

15%

78%

83%

Total

MinnesotaValley

Since joining, my view of my Minnesota Valley is more favorable

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.”

Mean

4.43

4.05

3.62

3.01

4.26

4.12

3.96

2.75

60%

45%

16%

26%

76%

71%

Total

MinnesotaValley

Since enrolling, I waste a lot less electricity 5 Rating 4 Rating

57%

32%

12%

27%

69%

59%

Total

MinnesotaValley

My electric costs are noticeably lower than they were before the program

30%

41%

9%

7%

39%

48%

Total

MinnesotaValley

It is inconvenient to have to continually monitor my account

Methods Used to Monitor Balance Multiple Responses Possible


8%

9%

15%

26%

34%

50%

6%

12%

14%

43%

15%

53%

Dial into co-op phone

system

Co-op website

Smart phone app

E-mails from co-op

Text messages from co-op

In-home device

Minnesota Valley

Total

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

How Frequently Put Money in

Account


6%

23%

7%

31%

25%

5%

10%

34%

9%

31%

13%

Every couple months

Once a month

Once every three

weeks

Once every two weeks

Once a week

More frequently than

once a week

Minnesota Valley

Total

About how often do your put money in you account?

Energy Efficiency Steps


60% 60%

40% 40%

Total Minn Valley

Have Taken Steps to Improve

Energy Efficiency of Home

Yes

No

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?

9%

4%

12%

14%

22%

25%

35%

40%

51%

26%

8%

8%

20%

26%

12%

28%

44%

42%

Other

Changed usage habits

Consulted electric

company

Unplug/turn off unused

items

Replaced windows

Increased insulation

Weather stripping

Replaced old appliances

Replaced incandescent

bulbs with CFL/LED

Energy Efficiency Steps Taken

Minnesota Valley

Total

Disconnection


4%

6%

16%

11%

60%

3%

2%

9%

86%

Over 5

4 - 5

2 - 3

1

0/Never

How Often Disconnected Because

Balance Went to Zero

Minnesota Valley

Total

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?

32%

20%

37%

53%

47%

Over 30

minutes

16 - 30

minutes

15 minutes

or less

How Long Before Reconnection*

* Not asked of one cooperative where prepaid is done only

through meter and in home smart card device

Evaluation of Aspects of Program Mean Ratings Graphed Based on a 5-Point Scale: 1 = Very Poor; 5 = Excellent


4.60

4.57

4.74

4.46

4.54

4.74

4.66

4.73

4.78

4.78

Making it easy to reload account

Giving ample warning when account

getting low

Restoring service quickly after funds

put in account*

Having someone available for questions

or issues with program

Being helpful when encounter issues

with program

Minnesota Valley

Total

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

Respondent Demographics


Member Information:

Residence


72%

5%

19%

5%

71%

4%

7%

12%

74%

11%

15%

45%

15%

5%

35%

Single family home

Apartment/ Condo

Townhouse/ Row house

Manufactured/ mobilehome

Dwelling Type

Total Participants

Minnesota ValleyParticipants

Total Non-Participants

Minnesota Valley Non-Participants

99%

1%

85%

16%

97%

3%

94%

7%

Primary home

Secondary home

Year Round or Seasonal Home

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?

85%

15%

83%

17%

74%

26%

54%

46%

Own

Rent

Own/Rent Home

Member Information:

Age


19%

22%

19%

11%

29%

32%

29%

15%

11%

14%

24%

15%

23%

29%

9%

10%

15%

22%

21%

32%

65 or older

55 to 64

45 to 54

35 to 44

Under 35

Total Participants

Minnesota Valley Participants



Into which category does your age fall?

Member Information:

Employment


19%

7%

9%

66%

3%

41%

3%

7%

47%

6%

22%

13%

58%

15%

19%

9%

6%

49%

2%

Not employed

Retired

At home full time family care

giver

Work part-time

Work full-time

Active duty military

Total Participants




Are you currently active duty military? If not, what is your current employment status?

Member Information:

Household Income


17%

32%

17%

18%

16%

11%

24%

18%

30%

18%

2%

27%

7%

43%

21%

2%

8%

16%

31%

43%

$100,000 or more

$75,000 to less than $100,000

$50,000 to less than $75,000

$25,000 to less than $50,000

Under $25,000

Total Participants




In which of the following groups does your total household income (from all sources) fall, before taxes?

Documents

Minnesota Valley Prepaid Meter Study Consumer …c.ymcdn.com/sites/ Valley Prepaid Meter Study Consumer Survey June, ... meter and in home smart card device . ... How would you rate