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Experience from the Consumer Behavior Studies on Engaging Customers

August 2014
U.S. Department of Energy Office of Electricity Delivery and Energy Reliability
customer engagement, Consumer Behavior Studies, CBS, customer programs, Smart Grid Investment Grants, SGIG, ARRA, Recovery Act, time-based rates, load management, energy efficiency

One of the most important aspects for the successful implementation of customer-facing programs is to better understand how to engage and communicate with consumers. Customer-facing programs include time-based rates, information and feedback, load management, and energy efficiency. This report presents lessons learned by utilities through consumer behavior studies (CBS) conducted as part of the Department of Energy's (DOE) Smart Grid Investment Grant (SGIG) program.