Case Study — Understanding residential customers’ intention to electrify home heating
Objectives
A gas utility sought to assess customer intentions regarding home electrification, focusing on potential shifts in heating fuel preferences. The goal was to track changes in customer attitudes and identify barriers to switching from natural gas.
Bellomy Approach
Bellomy conducted surveys in 2023 and again in 2024 with the utility's residential customer panel to gather relevant data and insights.
Outcomes and Insights
Incremental Shift Toward Electrification
While only a small percentage of customers indicated plans to switch their home heating from natural gas, there was a slight increase in interest from 2023 to 2024. This suggests a gradual shift in customer attitudes toward electrification.
Preference for Electricity
Among those considering a switch, nearly all customers favored electricity as their alternative heating source. This preference highlights the growing appeal of electrification among energy consumers.
Barriers to Transition
Customers cited high costs and the inconvenience of switching as significant barriers. Many plan to transition to electric heating when the need to replace their current equipment arises, indicating that cost and ease of transition are key factors in their decision-making process.
return to Consumer Insights to Navigate the Future of Utilities
The most successful utilities are not just adapting
They are leading by optimizing VoC insights to redefine their strategic planning and customer engagement.
Our comprehensive Voice of the Customer (VoC) guide is designed to help you do just that.
In this guide, you’ll discover techniques and real-world applications to make your utility more customer-centric, leading to measurable improvements in areas that matter most:
- Enhance customer satisfaction
- Boost brand advocacy
- Drive product and services innovation
Some of Our Utility Clients
