Q:What are the best ways to communicate rate changes to utility customers?

A:Utilities need to be as transparent as possible in communications about rates and billing increases. Customers want to know when their bills are going to go up, why, and how they can lower their costs.

Make sure to let customers know when bill increases will take effect and give them plenty of advance notice to prepare. This can reduce their frustration and reduce the calls you get at your contact centers about bill increases.

This E Source market research study provides utilities with critical customer insights as they consider changes to residential rate structures and pricing options. It delivers detailed data and segment-level information on customers' knowledge of and willingness to accept various rate structures; opinions on solar incentives and net metering; and interest in certain behind-the-meter technologies and associated pricing options.

This report was written by guest author and renewable energy expert Irene Dimitry, who retired in 2020 as VP of Renewable Energy at DTE Energy. Irene is on the board of advisers for the E Source Utility Customer Research Consortium and is a steering committee member for the E Source Equity in a Clean Energy Economy Collaborative.

The growing popularity of rooftop solar and recent changes to net metering rules are making utilities rethink their approaches to residential rate design. See where they’re headed.

Q:What are the best ways to communicate rate changes to utility customers?

A:With the cost of energy rising, it’s time to rethink your rate communication strategy so you can offer customers proactive communications before rate increases show up on their bills. Your customers want to understand how a rate change will affect four personal values: