Smart grid engagement: what customers expect

By Christina Haddad

Electric Power Research Institute

Smart grid technologies can enhance the existing transmission and distribution system to help ensure low cost and reliable power for consumers and businesses. That value proposition has been defined and articulated from the perspective of the electricity sector and regulatory bodies, and has led to numerous pilot tests and implementations. However, have consumers been adequately engaged, as they are the ultimate beneficiaries and will ultimately pay the cost to make it happen?

According to a report from the Electric Power Research Institute (EPRI) entitled “Consumer Engagement: Facts, Myths & Motivations” the answer is no. However, the report offers lessons and suggestions to address consumer awareness, motivation, and common concerns that are keys to conveying the benefits of smart grid technology. EPRI’s portrayal of the consumer perspective was established through a unique on-line interaction study that revealed ways to engage consumers and convey the value of smart grid technology.

When asked how they might conserve or alter consumption times, such as when they run the dishwasher, participants indicated they wanted to know how much electricity they use, when they use it, and how much it costs in time so they can manage their monthly electricity bill. The study revealed that consumers have inadequate knowledge of how to conserve energy and frustration may increase when they make changes that do not impact their electric bill. 

These responses suggest that basic education is required for consumers to understand energy use so they can utilize smart grid technologies for their benefit. If they understand how they use electricity, it can improve their understanding of what motivations and actions will help them reduce or alter their patterns of electricity use.

Next page: Top 2 reasons for favoring smart grids