Energy Trust’s post-installation survey indicates that average Solar customer satisfaction is 91%. Despite this high rating Energy Trust’s call center often receives complaints regarding trade allies and their installations.

Below are some common complaint themes, and ways you can avoid them, to help improve your customer satisfaction.

Overpromise and underdeliver

Disconnects often arise between expectations set by salespeople vs. installation teams. It’s important to manage expectations early in the sales process to avoid these disconnects. You can do this by:

• Focusing on customer education during the sales process and ensuring the customer understands net metering, installation timelines, and any financial obligations, incentives or tax credits.
• Avoiding the terms “free” or “no-cost.” There are always costs associated with solar and storage installations. An electric bill offset does not make a system “no-cost.” Customers will, at the very least, still pay a meter fee. They are seldom happy to learn that they still have even a minimal electric bill each month.
• Being conservative with installation timeline estimates. Build in enough time for unforeseen delays.
• Being conservative with system production estimates and backup storage capacity. Most battery systems will not provide enough backup power for a customer’s entire home over extended periods of time. Be clear about what battery systems can and can’t do.
• Communicating throughout permitting, scheduling and installation phases of the project. Keep customers informed about where they stand in the process and how long they can expect each step to take.
• Responding quickly and clearly to customer questions and requests. The longer you wait, the more time customers have to think about worst case scenarios. Quick, accurate responses build confidence that you’ll handle any concerns.

Financial obligations

Solar and storage systems are costly to install. Customers should have a keen understanding of their financial responsibilities before they sign a contract. To do this ensure customers clearly understand:

• System cost, all payment terms, and payment schedule.
• Financial incentives and tax credit terms and eligibility, along with how and to whom funds will be dispersed.
• Net metering and utility bill impacts.
• Lease terms and conditions.
• Detailed payback schedule.

Installation

Installation complaints are less common than sales and project management complaints. To avoid installation complaints:

• Discuss conduit design and layout prior to installation.
• Respect customers and their property when onsite.
• Leave jobsites clean at the end of the day, as well as upon project completion.

This is not an exhaustive list, but it’s a good foundation to help you avoid common complaints. Additionally, Program Guide Section 2.3, Consumer Protection and Customer Service Expectations is a great resource for understanding Energy Trust’s expectations regarding customer service.

Navigating customer interactions throughout the sales and installation process doesn’t have to be challenging. The Solar team is here to help If you have questions or feedback. Reach out to your account manager or solar@energytrust.org.