Research and analysis

Smart Meter Customer Experience Study 2017

This multi-phase research project was undertaken to understand customer attitudes, experiences and outcomes at different points of the smart meter customer journey.

Documents

Smart Meter Customer Experience Study: executive summary

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Smart Meter Customer Experience Study: main report

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Smart Meter Customer Experience Study: technical report

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Smart Meter Customer Experience Study: survey datasets

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Post-Installation Survey report

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Details

The 2017 Smart Meter Customer Experience Study builds on the Smart Metering Early Learning Project, providing new evidence on customer attitudes, experiences and outcomes at the point of installation, immediately following installation and almost a year later.

The first phase of the study was a quantitative telephone survey of 2,015 smart meter customers just after they had their smart meters installed in January and February 2017. The Post-Installation Survey report presents the findings from this phase.

The second phase of the study was carried out nearly a year after installation, in November and December 2017. 825 of those who took part in the first survey completed another quantitative telephone survey, and 50 customers also participated in a qualitative, in-depth interview.

The Executive Summary and Main Report detail findings from the full study.

Published 31 August 2017
Last updated 22 November 2018 + show all updates
  1. Main report, executive summary, technical report and updated survey dataset published.
  2. First published.