Smart Meters and Electric Utility Customers

As the roll out of smart meters continues, these new devices provide customers with the ability to monitor their electricity usage on a real time basis and electric utilities with the capability of reading meters at frequent intervals. These meters have also become the source of growing controversy:

• Customers are questioning their accuracy, particularly in the wake of sudden increases in electric bills, regardless of the real cause.
• Though often justified as part of an overall energy efficiency / demand reduction strategy and a means for customers to reduce their electric bills, most customers have neither the motivation or knowledge to make the changes necessary to capture these benefits.

Although the electric utilities can present logical explanations that remove smart meters as a prime culprit on either count, they are quickly coming to the realization that perception is, in fact, reality, and new initiatives and skill sets are required to manage this growing negative perception.

Smart Meter: Consumer to Customer Orientation

Much like other businesses which have always had to succeed in a competitive, service-oriented marketplace, electric utilities are shifting their focus to connect with their customers on a more consistent and personal basis:

• Routine inspections of smart meter installations and aggressive follow up on any abnormalities go a long way toward improving customer confidence in the accuracy of these new meters.
• An aggressive advertising, communication, and outreach program with transportable prototypes prior to installation works on the development of the value proposition and afford electric utilities the opportunity to conduct hands on awareness training on how to optimize the use of these meters.
• Proactive explanations of the impact of smart meters on electricity rates on a per customer basis and ideas on how to capture savings through other technological initiatives (e.g. LED lights, Energy Star appliances) provide context and options to customers.

Skepticism will always exist, particularly when tied to technologies that require behavioral changes to realize benefits, but more intentional interface with customers presents the best possible remedy.