Welcome back to the Blast Point Deep Dive, everybody. We explore the power of data and AI-driven solutions here. And would you believe it? It's our very first episode of 2025 already. Time flies when you're having fun with data. It really does. And we're kicking off the year with something pretty interesting, I think. We're going to be looking at how this thing called energy burden is impacting customer satisfaction. I'm Tom, by the way. And I'm Anna. So just sit
back, relax. And let's discover together how energy burden and engagement, they actually impact customer satisfaction. Welcome to the Booth. Plus point B. The better we lose Lost won't keep Okay, but before we jump into the nitty-gritty, I think it's important to get everyone on the same page first. What exactly are we talking about when we say energy burden? Well, you can think of it this way. Energy burden is basically like the percentage of a household's income
that goes straight to energy costs. We're talking like the electricity bill, the heating bill, the cooling bill, all those things that are kind of essential for keeping our homes running. Yeah, exactly. All that stuff. So, you know, for somebody who's living paycheck to paycheck, a high energy burden. that could mean they have to make some really tough choices, like do I pay to keep the lights on or do I buy groceries this week? Absolutely. And that's where the
human side of all this data, it really hits home. Because it's not just some number on a spreadsheet. You know what I mean? It's actual real struggles for a lot of people, especially those in lower income households. Yeah, for sure. Now here's where I think it starts to get really interesting. Blast point. They did this analysis for a utility company. And they found this totally unexpected connection between high energy burden and how engaged the customers
are. Yeah, it's surprising. You might think that the households, the ones with the highest energy burden, you might think they'd be less engaged. Right. You'd think they'd be frustrated, maybe even avoiding contact altogether. Yeah, yeah, you'd think they'd be upset or disengaged. But actually, what BlastPoint found is that these are the folks who are calling the call center more. They're the ones who are like, way more active on the utilities website. They're
really trying to find solutions, you know, trying to get support. So it's almost like they're setting up a flare, like help, we need a lifeline here. It is, it is. They need some help to, you know, navigate these really tough situations. And Blast Point, they call this segment, the Relief Seekers, which I think is a really fitting name. Spot on, absolutely seeking relief. And when we take a closer look at this segment, we see some really interesting, details, it
really highlights how unique their situation is. Yeah, for example, BlastPoint's analysis found that less than 1% of these relief seekers are using automatic payments for their utility bills. Yeah, that's crazy when you compare to the average. Across all the customer segments, the average is 16.48% using autopay. So that difference, that really suggests a lot of these
folks are dealing with financial instability. You know? Yeah, it makes you wonder if automatic payments are even an option for somebody who's having trouble keeping up with all their bills. They might need more wiggle room in how they handle their money each month. Right. It challenges what we think, huh? We always think of auto pay as the easy way, the convenient option,
but it might not actually work for everybody. Right, exactly. And this low rate of people using auto pay, it kind of connects back to the fact that they're contacting the utility company more. You know what I mean? They're actively trying to... keep their bills managed and make ends meet. Yeah, definitely. And there's actually another layer to this. We found out that a lot of these high energy burden households, they're often clustered in specific zip codes.
And guess what? Those zip codes are the same ones with the highest number of calls to the utilities call center. So it's not just individual households struggling. It's like entire communities facing this energy burden thing. It's something to think about. Especially if you're involved in community development, social services, things like that. Yeah. Definitely. Now, I know it might seem like we're painting a pretty bleak picture here, but there's actually a silver
lining. Really? Okay, I'm all ears. Okay, so think about it this way. These relief seekers, even though they're going through some tough stuff, they're actually really engaged. They're basically saying, hey, we need help. And that actually creates a really unique opportunity for the utility companies. So instead of just seeing this as a problem they had to deal with, They can see it as a chance to step up and make things better for their customers. Exactly.
It's a chance to build stronger relationships, increase loyalty by being proactive and offering support. OK, I like where this is going. But how do they actually do that? What are some concrete steps they can take? Well, blast point, they've got some smart recommendations based on their analysis. Like, the first thing is to really tailor your messaging. Instead of just blasting out generic marketing stuff, you got to speak directly to what these high burden
customers are worried about, you know? So instead of just saying save energy, it's more like, hey, we get it, you're struggling, here's how we can help you lower your bills and stress less. Exactly, exactly. Highlight the programs that are out there, the assistance programs, the flexible payment options, even energy saving tips. Make it super clear that you understand what they're going through and that you're there to help. Gotcha. And what about all those calls
to the call center? Seems like encouraging people to do things online could be a big help, right? Oh, for sure. Remember, these relief seekers are calling four times more than everyone else. So, promote that online portal. Mobile apps? Anything that gives them the power to find answers and manage their accounts without having to call every time. That makes sense. Not only would it reduce their stress, but it would also free up the call center staff to handle the
more complicated issues. Sort of a win-win. Exactly. And, you know, we can't forget about that low number of people using automatic payments. There's a real opportunity there, too. Right, so maybe promote signing up for AutoPay, make it super easy, and explain the benefits really clearly. Maybe even offer some kind of incentive to get people to try it out. Exactly. And the online experience is important too. These customers are already spending time online, so you have
to make sure the website and apps are easy to use. Packed with features they need, bill tracking, usage monitoring, easy access to those assistance programs we were talking about. It's all about meeting them where they are and giving them the tools to succeed. And I really like this next recommendation. Using that zip code analysis we talked about, remember to tailor those assistance programs even more. Yeah. If you know which areas have a lot of high burden households,
you can target those communities specifically. So be proactive, not reactive. Meet the needs before people even have to ask. I like that. It's a powerful concept. Now you might be thinking, OK, that all sounds good in theory, but does it actually work in the real world? And the answer is yes. BlastPoint has helped a bunch of utilities get some pretty impressive results.
Give us an example. I always love a good success story. It's inspiring, you know? Sure. There was this electric utility over in Western Pennsylvania. They used BlastPoint's platform to get the word out about their energy efficiency programs. So they were able to reach more people who could really benefit from those programs. Exactly. And the results were great. They saw a 16% higher enrollment rate in their energy efficiency programs, which is way above the industry average.
That's a big jump. What about engagement, though? Were people actually using those programs? Oh, yeah. Engagement rates for those programs went through the roof, over 300%. People weren't just signing up. They were actively participating and using those resources. That's amazing. Any other success stories you can share? Yeah, let's talk about American Electric Power, AEP.
Big utility serves a huge chunk of the Midwest and the South. They launched a new digital assistant on their website to help customers manage their accounts, find information easier. So they're trying to make it easier for folks to do business with them online, which is probably super helpful for those high burden customers, since they're already online a lot. Yeah, exactly. And with BlastPoint's help, they got those click-through rates 30% higher than the industry standard
and in less than two months. That means more people were finding what they needed and using the online tools. It really seems like these data-driven solutions can have a real, tangible impact. It's not just about collecting a bunch of data. It's about using it in a smart way to understand what your customers need and then taking action to meet those needs. Totally agree. It's about going beyond simply delivering energy. It's about partnering with your customers,
helping them manage their energy journey, especially the folks who are struggling. Absolutely. Now let's switch gears a bit and talk about the emotional toll that high energy burden can take. I mean, on individuals, on families. It's really easy to get lost in the numbers, I think. But we can't forget that this is about real people. dealing with real challenges in their lives. We need to try and see things from their perspective. Right, imagine the stress of constantly
worrying, can I keep the lights on? Or having to choose between paying for energy or buying food for your family. It's got constant source of anxiety. It can make people feel helpless, even hopeless. It can really affect your mental and emotional well-being. And for families with kids, it can be even harder. Imagine having to tell your children, Sorry, we can't afford to run the AC today, even though it's scorching hot. Or you have to take shorter showers to
save water. Oh, man. These are really tough situations. Nobody should have to go through that. It's more than just money problems. It's the emotional burden of constantly worrying about basic necessities. Exactly. And it's not just the immediate impact, right? High energy burden can have long-term consequences, too. You're right. Kids who live in homes with high energy burden They might have more health problems because their home isn't heated or cooled properly.
They could be more likely to catch cold, develop allergies, or even get heat stroke in really hot weather. They might even struggle in school if they don't have a good place to study, you know, somewhere comfortable and well lit. It's hard to focus when you're freezing or sweating or if you're worried about your family's money problems. Yeah. And for senior citizens, you know, the ones living on fixed incomes, high energy costs, that can make it really hard
to afford medicine or health care. It's like this vicious cycle that traps families in poverty and limits their opportunities. High energy burden can really affect every part of a person's life. It creates a ripple effect. It really does. It's a powerful reminder that energy isn't just something we buy and sell. It's a basic human need that impacts our health, our well-being, our overall quality of life. But here's the good news. It doesn't have to be
this way. Utilities have the power to break this cycle. and make things better for their customers. They do. I think they have a responsibility to step up and find solutions that work for everybody, not just their bottom line. Absolutely. By using data-driven solutions, like the ones BlastPoint offers, they can figure out who's struggling and give them the support they need. Whether it's connecting them with assistance programs, offering flexible payment options,
or giving them tips and resources to save energy, every little bit helps, right? Yeah. And when utilities take the time to really understand their customers' needs and struggles, they can build stronger relationships and create more trust. For sure. It's about being more than just an energy provider. It's about being a real partner in helping customers thrive.
It's about making the energy system fairer and more just for everyone. Right. Now, I think we should talk about another important part of this, the foreignness of it all, you know, the equity implications of energy burden. It's really important to understand that energy burden... doesn't affect everyone equally. Some groups get hit harder than others. Right. You know, we're talking about low-income households, communities of color, and rural areas. They
often face a heavier energy burden due to a whole bunch of factors. Exactly. Lower income is a big one, of course. But there are other things at play, too. Like, these communities might live in older houses that aren't very energy efficient, so they need to use more energy to stay comfortable. And they may not have good transportation options, which can make it hard to get to work or access essential services. which puts even more strain on their
budgets. Right, it all adds up. Yeah, and these inequalities are deeply rooted in systemic issues that need systemic solutions. It's not enough to just offer temporary fixes. We've got to tackle the root causes of these disparities. Absolutely, we have to dig deeper. And utilities, I think they have a responsibility to be part of the solution. They need to think beyond just offering assistance programs and actually look for ways to address these inequalities
head on. For sure. It's about being part of the change. For example, what if they invested in making low-income housing more energy efficient? Imagine if everyone had a well-insulated home that kept them warm in the winter and cool in the summer without costing a fortune. Yeah, that would be great. And expanding access to things like solar power could help level the
playing field too. Definitely. Solar panels, they can help lower those energy bills. They can also make energy more reliable, especially for those who are vulnerable to those price spikes. Right, and working with community groups to teach people about saving energy, that can be really powerful. When people understand how to save energy, they can make a real difference, not just in their own lives, but in their communities too. Absolutely, knowledge is power. It's all
about building a more just and fair energy system for everyone. A system where no matter your income, your race, or where you live, you can afford reliable, sustainable energy. A system that works for everyone. Now, I want to bring it back to customer satisfaction for a minute. Okay. It might seem kind of strange, but addressing energy burden can actually make customers happier. Yeah, you know, it might sound counterintuitive, but it really can. When utilities show they
genuinely care about their customers and are trying to make energy more affordable. It builds trust. Right, it shows they're not just about making money, but about actually serving the community and making a real difference. Exactly, and when customers feel valued and supported, they're way more likely to stick around, you know, less likely to switch providers. It's all about going that extra mile, right? Offering support and solutions that actually fit each
customer's situation. Absolutely, personalized attention, that's what makes a difference. For example, imagine a utility company that's using data. to figure out who's falling behind on their bills. Okay, yeah. Instead of just sending out a disconnect notice, they reach out to the customer and say, hey, we see you're having some trouble, here's some options for payment assistance. Right, or they could even connect them with energy efficiency programs
that would help lower those bills in the long run. Exactly, that kind of personal touch can make a huge difference. Totally, it shows the customer that they're not just an account number, you know, they're a real person. And that can turn a bad experience into a good one. You build trust, you build loyalty. By creating that customer focused approach, utilities can increase satisfaction, keep their customers, and build those long term relationships. It's
a win-win for everybody. OK, let's shift gears a little bit and talk about solutions. We've talked about the problems and the opportunities, but what can utilities actually do to tackle energy burden? and make their customers happier. All right, let's start with energy efficiency. That's a biggie when it comes to lowering energy use and those monthly bills. Right, if we can help people use less energy, we can ease the pressure on their wallets and make their homes
more comfy and healthy. Totally. There are tons of ways to be more energy efficient. Some are simple, like switching to LED light bulbs. Others are bigger projects, like adding insulation or weather stripping. And technology is playing a big role too, right? Like with those smart thermostats. Oh yeah, those are great. They can learn your habits and adjust the temperature automatically, which saves energy and money. And utilities are coming up with some creative
programs, too. Oh yeah, they're getting pretty innovative. Some are offering rebates or discounts for people who make energy-saving upgrades, so it's not so expensive. Others are teaming up with local businesses to offer deals on energy-efficient appliances or home energy audits. And some are even going a step further by providing on-bill financing, which means people can pay for those upgrades over time. right on their utility bill. It's like spreading out the cost. Exactly.
It's about making energy efficiency doable and affordable for everyone. Okay, now let's talk about another exciting solution. Renewable energy. Solar, wind, geothermal. These clean energy sources are becoming more and more affordable. And they can really help us move away from fossil fuels and fight climate change. Absolutely. But they can also lighten that energy burden. especially for lower income communities. Yeah, like with community solar programs, people
can basically subscribe to a shared solar farm and get credits on their energy bills. That's a great option for people who can't afford to put solar panels on their own roofs. They still get the benefits of solar without the upfront cost. Exactly, and a lot of utilities are offering green pricing programs too. Customers can choose to buy some or all of their electricity from renewable sources. That's a fantastic way to support clean energy and reduce your impact
on the environment. And it might even save you money. It's worth looking into. Now let's talk about another crucial part of this, customer assistance programs. Right, these are programs that offer financial help and other types of support to help low-income customers keep up with their energy bills. They can really be a lifeline for families who are struggling to get by. They can prevent those utility shutoffs, which can be devastating. There are programs
like LIHAPE, the Low Income Home Energy Assistance Program. which provides grants to help with heating and cooling costs. And a lot of utilities have their own assistance programs too. They offer discounts, payment plans, and other support based on their customers' needs. But there's a catch, right? Awareness and accessibility. Yeah, unfortunately. A lot of people who qualify for these programs don't even know they exist. or they face roadblocks when trying to enroll.
They might not have internet access or transportation, or maybe they're just not comfortable dealing with all the paperwork. Yeah, it can be a hassle. And that's where data and technology can really help. Oh, for sure. Utilities can use data to figure out which customers might qualify for assistance and then reach out to them directly with information and support. Exactly, and they can streamline that enrollment process, make it super easy for people to apply and
get the help they need. And using things like text messages and email. can help them communicate with customers quickly and effectively, meet them where they are. Take it convenient. It's about making sure that everyone who needs help can get it no matter what. So we've talked about energy efficiency, renewables, and customer assistance programs. Are there any other cool,
innovative things utilities are trying? Oh, definitely. Some utilities are experimenting with new ways of pricing energy, trying to make it fairer and more affordable for lower income folks. Like, Some are using income-based rates, so people pay a percentage of their income for their energy bills instead of a fixed rate. That sounds promising. It could help guarantee
that everyone can afford energy no matter how much they make. Exactly. And other utilities are trying out prepay options where people pay for their energy in advance, kind of like a cell phone plan. That could help people budget better and avoid those unexpectedly high bills, especially during those peak seasons. Yeah, for sure. And some utilities are even taking
a community-based approach to make energy more affordable. How so? Well, they're teaming up with local organizations to offer workshops on how to save energy, or providing financial counseling to help people manage their energy costs. That's a great idea. It's about tackling energy affordability from all angles. It's about recognizing that it's a complex issue, and working together to find solutions that work for everyone. Collaboration is key. Now before
we move on, let's talk about some success stories. You know, real world examples of utilities doing great things to tackle energy burden and boost customer satisfaction. Love a good success story. They're so inspiring. Me too. Gives me hope. Okay. Well, one great example is the Sacramento Municipal Utility District or SMUD for short. Oh, I've heard of them. They're really big on sustainability and customer service. They are. They've got a really strong energy
efficiency program. They offer rebates, incentives, and even that on-bill financing we were talking about earlier. That's awesome. They're also big on renewable energy. Their goal is to get to 100% carbon-free electricity by 2030. That's ambitious. It is. But they're making good progress. And they're working with local organizations to educate people in lower income communities about energy and how to save money on their bills. So they're empowering those communities
to take control. Exactly. And Thanks to all these efforts, SMUD has actually seen a big drop in energy burden among their customers. That's amazing. It shows that what they're doing is really making a difference in people's lives. It really is. Okay, another inspiring example is Green Mountain Power, or GMP. They're up in Vermont. Oh yeah, I've heard of them too. They're known for being really innovative with their energy services. They are. They're
all about putting the customer first. They really focus on providing personalized support and solutions. So how are they doing that? Well, they've got this program that uses data to find customers who are struggling to pay their bills, and then they proactively reach out to them, offer them assistance, connect them with payment plans, energy efficiency programs, things like that. That's a perfect example of how data can be used to help people. Exactly.
And they've invested in battery storage technology too, so customers can store solar energy and use it during those peak times when energy is more expensive. Smart move. It is. And they even created this community energy marketplace where people can buy and sell renewable energy from each other. So they're building community and promoting clean energy at the same time. Yep, it's a win-win. And because of all these innovations, GMP has some of the highest customer
satisfaction ratings in the industry. It really shows that putting your customers first pays off. It does. These success stories prove that when utilities focus on energy efficiency, renewables, and customer assistance, everybody wins. Customers are happier, they stick around longer, and communities become stronger. It's all connected. So as we wrap up this part of our deep dive, we want to leave you with a little something to think about. OK, I like that.
What can you do personally to help solve this energy burden challenge? It's a question we should all be asking ourselves. Whether you work for a utility company, you're a policymaker, a community leader, or just some of peers about this issue. We all have a role to play in creating a more just and sustainable energy future. We can support policies that encourage energy efficiency and renewable energy. We can fight for stronger consumer protections and push
for better access to those assistance programs. We can educate ourselves and others about saving energy. We can make choices in our own lives that reduce our energy use. And we can support those utilities that are leading the way, the ones who are tackling energy burden head on. and building a more equitable energy system. Because every little bit helps. Even the smallest actions can make a difference. We can do this. Together, we can build a future where everyone
has access to affordable, reliable, and sustainable energy. A future where energy is a right, not a privilege. I like that. Now let's take a quick break, and we'll be right back to finish up our deep dive into energy burden and customer satisfaction. We'll have some final thoughts and key takeaways for you when we return. Welcome back to the BlastPoint Deep Dive. We've been really digging deep into this whole energy burden thing, how it's impacting customer satisfaction,
all the different aspects of it. We've seen the challenges, the opportunities, heard some real human stories behind all that data. Yeah, and we've learned about some pretty innovative solutions too. Things that are already making a difference in communities all over the place. So now that we're wrapping up, let's kind of boil it all down. What are the key takeaways here? What should we be thinking about moving forward? Okay, so first and foremost, energy
burden. It's a big deal. Millions of people are affected by it. It's not just about the numbers though. It's about the stress, the choices people have to make, and how it affects their health and well-being. It's families struggling to pay their bills, senior citizens choosing between heat and medicine, kids who can't focus in school because they don't have a comfortable place to study. Yeah, it's a real problem. But the good news is, it's a solvable problem.
Exactly. We've seen how utilities are using data and technology to really get a handle on what their customers need and provide support where it's needed most. We've talked about all those innovative solutions, energy efficiency programs, renewable energy, customer assistance, all these things that are making energy more affordable and accessible. And we've also seen how important it is for utilities to really focus on their customers. Right, treat them
like people, not just numbers. When utilities go above and beyond to show they care and are committed to serving their communities, it builds trust. It makes everyone happier in the long run. So what can we do as individuals to make a difference? We can't just leave it to the utilities, right? No, absolutely not. Everyone has a role to play. It starts with educating ourselves about energy burden, what's happening in our own communities. Right. We can support
policies that promote those solutions we were talking about. Energy efficiency, renewable energy, customer assistance. We can push for stronger consumer protections, too. Make sure utilities are held accountable. And, you know, we can start by making changes in our own lives. Simple things to reduce our own energy use. Yeah, every little bit counts. And we can support businesses that are doing their part to be more sustainable, too. Because in the end, it's
all connected. Absolutely. We all have a stake in creating a more just and sustainable energy future for everyone. And always remember, energy isn't just some commodity. It's a fundamental human right. Everyone deserves access to it. That's a great point to end on. Thanks for joining us for this deep dive into energy burden and customer satisfaction. We hope you learned
something new and feel inspired to take action. And if you enjoyed this episode, be sure to subscribe to the Blast Point deep dive for more insights on how data and AI are shaping our world. We'll see you next time.