Smart Meter Customer Experience Study 2017
The findings of a multi-phase research project on customer experience of smart meters has recently been released by the Department for Business, Energy and Industrial Strategy (BEIS). The report, authored by the UK Social Research Institute's Environment & Energy team, was carried out to understand customer attitudes, experiences and outcomes at different points of the smart meter customer journey. The 2017 Smart Meter Customer Experience Study builds on the Smart Metering Early Learning Project, providing new evidence on customer attitudes, experiences and outcomes throughout the smart meter use journey.
The first phase of the study was a quantitative telephone survey of 2,015 smart meter customers just after they had their smart meters installed in January and February 2017. The post-installation survey report presents the findings from this phase. The second phase of the study was carried out nearly a year after installation, in November and December 2017.
825 of those who partook in the first survey completed a further quantitative telephone survey. 50 customers also participated in a qualitative, in-depth interview. The Executive Summary and Main Report provide the findings from the full study.
