Table : Evaluation Recommendations – Relationship with Program Document Review Findings # Recommendation Description Audience Documentation Review Findings Process Recommendations Participants recommend increased advertising; consider new/additional Customers The document analysis did not find evidence of co-op advertising. opportunities with vendors to conduct co-op advertising #4 Future advertising should continue to emphasize energy and energy cost The program provides a great deal of advertising using a variety of #5 savings; address customer skepticism Customers mediums, but it does not appear to underscore the necessity of about need for improvements or "I haven't making the improvements and language. “act fast” gotten around to it" attitudes Financing and Decision-making Recommendations The document review findings indicate that the program provides Provide vendors with additional or more extensive print and online materials to support customers and #7 detailed talking points/materials to Vendors vendors, but survey and interview findings indicate that additional encourage add-on measure upgrades details about program offerings may be needed to address customer concerns about information quality. Short-term survey Clarify program processes and offerings respondents are significantly more satisfied with information #8 further for customers who are concerned Customers quality than long-term respondents, possibly signaling program about information quality improvements or superior recall due to more recent participation. Provide "everyday" language version of The program's online financing tool already provides a great deal #11 Customers loan applications of assistance to customers, but the other evaluation efforts indicate that customers and vendors need clearer and/or further Expand on materials that provide financing guidance. #12 Customers information Provide vendors with additional talking The Implementation Manual asks vendors to direct customers to #13 points/sales methods to address initial loan Vendors the Energize Connecticut website for more information about rejections financing options, but does not encourage them to explain the Provide guidance to vendors about options in detail to better ensure that that the customer #14 preferred language to use when referring to Vendors understands the options and how best to take advantage of them. financing
Table : Evaluation Recommendations – Relationship with Program Document Review Findings # Recommendation Description Audience Documentation Review Findings Process Recommendations #4 Participants recommend increased advertising; consider new/additional opportunities with vendors to conduct co-op advertising Customers The document analysis did not find evidence of co-op advertising. #5 Future advertising should continue to emphasize energy and energy cost savings; address customer skepticism about need for improvements or "I haven't gotten around to it" attitudes Customers The program provides a great deal of advertising using a variety of mediums, but it does not appear to underscore the necessity of making the improvements and “act fast” language. Financing and Decision-making Recommendations #7 Provide vendors with additional or more detailed talking points/materials to encourage add-on measure upgrades Vendors The document review findings indicate that the program provides extensive print and online materials to support customers and vendors, but survey and interview findings indicate that additional details about program offerings may be needed to address customer concerns about information quality. Short-term survey respondents are significantly more satisfied with information quality than long-term respondents, possibly signaling program improvements or superior recall due to more recent participation. #8 Clarify program processes and offerings further for customers who are concerned about information quality Customers #11 Provide "everyday" language version of loan applications Customers The program's online financing tool already provides a great deal of assistance to customers, but the other evaluation efforts indicate that customers and vendors need clearer and/or further guidance. #12 Expand on materials that provide financing information Customers #13 Provide vendors with additional talking points/sales methods to address initial loan rejections Vendors The Implementation Manual asks vendors to direct customers to the Energize Connecticut website for more information about financing options, but does not encourage them to explain the options in detail to better ensure that that the customer understands the options and how best to take advantage of them. #14 Provide guidance to vendors about preferred language to use when referring to financing Vendors
HES%20and%20HES-IE%20Process%20Evaluation%20(R4)%20and%20Real-Time%20Research%20(R31)%20-%20Review%20Draft.docx