The University of Oxford’s research on the importance of customer engagement to maximise smart meter uptake and use has provided the principal evidence underpinning the UK Government's approach to the roll-out of smart meters since 2016. The findings have shaped ongoing government strategy development and informed the approach of consumer engagement body Smart Energy GB, and the energy regulator Ofgem.
Issue
Achieving reductions in domestic energy use and lowering associated carbon emissions is a central plank of the UK Government’s climate change policy. However, it has proven challenging to bring about the changes in users’ practices leading to, and sustaining, those reductions. This is largely because consumers have typically had no way of comprehending their energy use beyond periodic bills, often based on estimated readings, and averaged over annual use.
Approach
Since the mid-2000s, the research team has investigated ways to make energy use more transparent to domestic consumers and identified how that knowledge can translate into lower energy consumption.
This was underpinned by a study that compared the energy practices of 4,016 households across Great Britain: half with smart credit meters and half with traditional meters. Of the smart meter equipped households, 79 were later selected for follow-on, in-depth qualitative interviews.
A synthesis report was produced to analyse smart meter progress and identify further steps.
Impact
The synthesis report has provided the central evidence underpinning the Department for Environment and Climate Change’s (DECC, now BEIS) approach to UK smart meter roll out since 2016. This involves supplying households with both smart meters and in-house display units.
In response to the report’s conclusions on smart meter uptake among low-income customers, Smart Energy GB sought to identify customer characteristics that might prevent engagement, and has focused on tailored engagement.
The report, combined with presentations to the House of Commons Science and Technology Select Committee’s ‘Evidence Check’ on smart meters, led to the Government developing advice and guidance materials on working with energy suppliers and other consumer facing bodies.
In 2018, the ‘Smart Meter Customer Experience Study’ report by BEIS demonstrated the effectiveness of the user-focused smart meter policy, with 80% of consumers reporting satisfaction with their smart meter directly after installation, and 74% still satisfied a year later.
More information
Institution: University of Oxford
Researcher: Dr Sarah Darby