{open_quotes}Understanding district energy customer behavior - the key to getting customers and keeping them happy{close_quotes}

Conference · Fri Sep 01 04:00:00 EDT 1995

OSTI ID:96159

Kattner, J F

The market share achieved by district energy systems is frequently represented as a percentage of a particular country`s total energy consumption, or as a percentage of the energy used for heating and cooling. While such characterizations of district energy`s market share are valid and important from a producer`s perspective, the position of the customer is not well represented. The effectiveness of communicating market share in this way greatly depends on the district energy customers` knowledge about the local, regional and national energy markets. It also fails to take into account the differences among customer buildings and their individual energy consumption patterns. An alternative view of market share is suggested when the perspective of the district energy markets shifts from that of the producer`s to the ends user`s. End users of district energy typically are responsible for the ownership and/or the operation of a building. This includes providing energy for comfort, lighting and any processes being conducted in the building. Fundamentally, district energy customers are in the property management business. Their business operations are represented and rated with respect to the building area they manage. Frequently, several buildings are managed by one company. An extensive amount of research has been done about the behavior of consumers when making buying decisions. This includes the fact that product and service buying behavior differs. Also, the field of customer satisfaction is rich with clues on how to keep our customers happy with their decisions to use district energy. This report presents key considerations about buyer behavior and customer satisfaction as they relate to marketing in the district energy field.

• OSTI ID: 96159
• Report Number(s): CONF-9506165--
• Country of Publication: United States
• Language: English

Related Subjects

29 ENERGY PLANNING, POLICY, AND ECONOMY
COMPETITION
CONSUMER PROTECTION
DISTRICT COOLING
DISTRICT HEATING
MARKETING
PUBLIC OPINION
PUBLIC RELATIONS