Energy Trust provides a rating of one to three stars for all Home Retrofit trade allies participating in the Residential program. The rating provides context for customers when searching for the right trade ally. Star ratings are based on a trade ally’s performance in customer service, quality performance and program service. Ratings appear on Energy Trust’s Find a Contractor tool when customers search for either Home Retrofit or Solar trade allies.

The following guidelines can help you improve your star rating.

Customer service—A full star is earned by following the customer service requirements in Energy Trust’s trade ally participation agreements and having fewer than three unresolved customer complaints on file with Energy Trust. To help ensure that you avoid customer complaints and earn this star:

• Prequalify customers before providing Energy Trust incentive applications.
• Clean your job site.
• Follow through on business promises.
• Communicate early and often.
• Address customers’ concerns to their satisfaction.

Quality performance—A full star is earned by meeting Home Retrofit technical specifications and passing quality verifications.

• Review the current Specifications Manual to ensure projects meet Energy Trust requirements.
• Use the Complete Measure Checklists in the Technical Specifications section of the Energy Trust Forms and Resources page.
• Get answers to technical questions by reaching out to Home Retrofit staff or contacting an account manager.
• Ensure the project qualifies before submitting an application.
• Attend manufacturer trainings and stay up-to-date on manufacturer specifications for proper installations.

Program service—A full star is earned by submitting incentive applications without missing information or non-qualified measures.

• Use online applications to avoid missing information.
• Prequalify customers by checking their utility providers.
• Use application checklists to ensure all required steps are followed.
• Help your customers submit applications, or submit applications on their behalf.
• Attend refresher trainings provided by Energy Trust or request customized trainings when you hire new staff.

If you have additional questions or need more information about star ratings, email the Residential trade ally team or call 1.866.365.3526.