During H1 2012 Datamonitor conducted in-depth interviews with
energy buyers at businesses of all sizes to determine the satisfaction of the
customer experience throughout the smart meter installation process and to
assess the benefits seen since installation.
Large power consumers responded with positive comments 57% of the
time when asked about the benefits they have experienced after the installation
of smart metering, while smaller consumers only gave positive comments 20% of
the time.
The graph below shows how SME and MEU customers have responded to
smart meters since installation was completed. Respondents provided positive
comments (highlighting only benefits), mixed comments (no change in experience
or seeing benefits and problems), or negative comments (highlighting only
problems). SMEs' experience post-installation is still not conclusive, with
mixed comments forming the majority. Although many feel that the units have not
been installed long enough to judge, there is certainly an element of not being
used to the technology and lacking full understanding. Technical problems,
while rare, appeared to be catastrophic, with one SME reporting that its new
meter "hasn't given meter readings as it can't get a signal."
Source: Datamonitor
MEU customers have a much more favorable view of smart meters,
with 57% of MEU comments positive toward the technology. This statistic is
higher due to these customers being more aware of usage before installation and
being able to interact with the technology more effectively.
Datamonitor also asked respondents to assess any cost savings.
SMEs are much more likely not to see a change in costs due to a lack of
pre-installation information on usage and costs. Power MEUs, which are more
reliable in judging cost savings due to better pre-installation information,
averaged less than 5% cost savings, which is in line with domestic trials of
the technology (circa 3% as reported in Ofgem's Energy Demand Research Project:
Final Analysis, June 23, 2011).
The research found that during the installation process, SMEs
spending less than GBP50,000 a year on power were much more likely to enjoy a
problem-free experience. 89% of SMEs reported no problems with installation,
while only 63% of MEUs spending more than GBP50,000 per year on power said
this. This is due to 22% of MEU power customers reporting that energy supply
was disrupted during the installation.
More detail is available in Datamonitor's B2B Smart Meter Roll Out:
Analysis of Customer Experiences (January 2013, EN00009-019).
Written by Tom Haddon
Analyst, Datamonitor Energy
Follow Tom on Twitter: @TomH_DMEN
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The new site contains more commentary, insight, and analysis from all of the Datamonitor Energy team, as well as overviews of all published and soon to publish data and research.
For more information, you can find the site here: www.datamonitorenergy.com
This blog account will close at the end of February; all future blog posts will be available from the link above.
Email: asken@datamonitor.com
Twitter: @DatamonitorEN
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