TecMarket Works: Customer Satisfaction

This category includes references for research that focuses on customer satisfaction or on the research approach for measuring and understanding customer satisfaction in a way that provides actionable results.

Publications:

ADM Associates and TecMRKT Works. "Final Report on Statewide Survey of Multi-family Common Area Building Owners Market, Vol I: Apartment Complexes." Prepared for Southern California Edison Company, 95 pages, June 2000.

ADM Associates and TecMRKT Works. "Final Report Appendix for Statewide Survey of Multi-family Common Area Building Owners Market, Vol I: Apartment Complexes." Prepared for Southern California Edison Company, 66 pages, June 2000.

ADM Associates and TecMRKT Works. "Final Report on Statewide Survey of Multi-family Common Area Building Owners Market, Vol II: Building Owners Market." Prepared for Southern California Edison Company, 62 pages, June 2000.

ADM Associates and TecMRKT Works. "Final Report Appendix for Statewide Survey of Multi-family Common Area Building Owners Market, Vol II: Building Owners Market." Prepared for Southern California Edison Company, 64 pages, June 2000.

Bakalars, Kimberly, Lark Lee, Laura Schauer, Nick Hall, Tom Talerico, Kim Leal. Cross-cutting Function: Education and Training Year One Evaluation Report. 52 pages. March 2003.

Davis, Ron, Abbas Merchant, Jim Gunshenan, Carol Sabo, Nicholas P Hall, and Krista Grambrow, "Milwaukee Neighborhoods Save Energy and Win; A Study of a Community Based Program," Wisconsin Demand-Side Demonstrations, July 1995.

Hall, Nick and Johna Roth. "Non-energy Benefits to Implementing Partners from the Wisconsin Focus on Energy Program: An Early Feedback Report." 49 pages. May 2003.

Hall, Nick, Jeff Riggert, Tom Talerico. "Non-energy Benefits Cross-cutting Report: Year One Efforts." 92 pages. January 2003.

Hall, Nick, John Reed, Tom Talerico, Jeff Riggert, Andrew Oh and Sandia National Laboratories. "2001 FEMP Customer Survery," Process, market, and impact evaluation. For the US DOE, 190 pages, June 2001.

Hall, Nick, John Reed, Tom Talerico, Jeff Riggert, Andrew Oh and Sandia National Laboratories. "2001 FEMP Customer Survery, Executive Summary" Process, market, and impact evaluation. For the US DOE, 45 pages, June 2001.

Hall, Nick, Jeff Riggert, and Tom Talerico. "Process Evaluation of Cinergy's Low-Income Weatherization Program." For Cinergy Service Inc, 75 pages, March 2000.

Hall, Nicholas P., Gretchen Jordan, and Ann Sprunt-Crawley, "Evaluations Help Demonstrate Impacts and Improve the Performance of the Federal Technical Assistance Programs," Proceedings of the 1999 International Energy Program Evaluation Conference, Denver, CO., Vol. 9, pg. 761, August 1999.

Hall, Nicholas P. and Dr. Gretchen B. Jordan, "An Evaluation of Selected FEMP Software Programs: Results of a 1998 Customer Survey on Building Life Cycle Costing Software Federal Energy Decision System Software," TecMRKT Works and Sandia National Laboratories, April 1999.

Hall, Nicholas P. and Jeff A. Riggert, "A Process and Impact Evaluation of Cinergy's Problem Diagnostic Service," TecMRKT Works, August 1999.

Hall, Nicholas P. and Jeff A. Riggert, "A Process Evaluation of Cinergy's PIPP Orientation and Education Service," TecMRKT Works, March 1999.

Hall, Nicholas P. and Jeff A. Riggert, "A Process Evaluation of Cinergy's Maintenance Service Test Program," TecMRKT Works, February 1999.

Hall, Nicholas P. and Jeff A. Riggert, "A Market Assessment of Cinergy’s Savings and Value in Energy Efficiency Construction Awards Program," TecMRKT Works, January 1999.

Hall, Nicholas P. and Gretchen Jordan, "Technical Assistance Assessment of US DOE (Department of Energy) Federal Energy Management Programs (FEMP) for Sandia National Laboratories," TecMRKT Works, 1998.

Hall, Nicholas P., "Technical Assistance Assessment of US DOE (Department of Energy) Federal Energy Management Programs (FEMP) for Sandia National Laboratories," TecMRKT Works, April 1997.

Hall, Nicholas P., "Market Assessment of Commercial Building Practices" Market assessment report for Consumers Power Company, Jackson MI, written on contract to Hagler Bailly Consulting, 1996.

Hall, Nicholas P., "An Evaluation of the Home Energy Loan Program: An Examination of Energy Savings and Related Consumer Behavior," Illinois Dept. of Energy and Natural Resources, June 1988.

Hall, Nicholas P., "A Residential High Efficiency Furnace Replacement Program in Illinois: An Examination of Energy Savings and Related Consumer Behavior," Proceedings of the ACEEE Summer Study on Energy Efficiency in Buildings, Vol 9.22, 1988.

Hall, Nicholas P., "Series of Monthly Marketing News and Views in ENR Targets," Illinois Department of Energy and Natural Resources. Nicholas P Hall wrote, edited, and managed this periodical from September 1986 to January 1988.

Hall, Nicholas P., "An Analysis of Consumer Demand for the Commercial and Apartment Conservation Service Program," In Proceedings of Energy Conservation Program Evaluation Practical Methods, Useful Results," Vol. 2, August 1984.

Hall, Nicholas P., "Commercial Energy Audits: The Illinois Survey; Attitudes and Opinions from the Illinois Business Community," Illinois Dept. of Energy and Natural Resources, June 1984.

Jordan, Gretchen (Sandia National Laboratories), Nick Hall, and Anne Sprunt-Crawley (US DOE (Department of Energy) Federal Energy Management Programs (FEMP). "Evaluations Demonstrate Federal Technical Assistance Programs Move the Market," in Proceedings of ACEEE 2000 Summer Study on Efficiency in Buildings, Asilomar, CA. ACEEE, Washington, D. C., August 2000.

Jordan, Gretchen, Nick Hall, Jeff Riggert, and Tom Talerico. "Evaluation of the US DOE (Department of Energy) Federal Energy Management Programs (FEMP) Technical Assistance." For Sandia National Laboratories, 100 pages, March 2000.

Lin, Chin-I, John H. Reed, Andrew Oh, George Loisos, Marc Fountain, Jim Chace, and Nicholas P Hall, "Baseline Study for Assessing the PG&E Daylighting and Lighting Exchange Programs," Proceedings of the 1999 International Energy Program Evaluation Conference, Denver, CO., Vol. 9, pg. 341, August 1999.

Morgan, Rick, Van Needham, Kathy Ruthen, Nicholas P Hall, and Jeff Riggert, "An Innovative Approach to Low-Income Energy Education: Helping Customers Help Themselves Through Aggressive Energy Education," Proceedings of the 1999 International Energy Program Evaluation Conference, Denver, CO., Vol. 9, pg. 187, August 1999.

Puckett, Curt (with RLW Analytics staff) and Nick Hall. "Process, Market, and Impact Evaluation of Northern States Power Company's (NSP) Residential Central Air Conditioning Rebate Program." For NSP, 73 pages, February 2000.

Puckett, Curt (with RLW Analytics staff), Nick Hall, John Reed, Tom Talerico, and Tim Hennesey. "Evaluation of Northern States Power Saver's Switch Program - Minnesota Residential Program (a Residential AC Load Control Program)." For NSP, 117 pages, February 2000.

Puckett, Curt (with RLW Analytics staff), Nick Hall, John Reed, Tom Talerico, and Tim Hennesey. "Evaluation of Northern States Power Saver's Switch Program - Business and Residential Component (a Residential AC Load Control Program)." For NSP, 117 pages, February 2000.

Puckett, Curt (with RLW Analytics staff) and Nick Hall. "Process and Impact Evaluation of the Residential Conservation Services Delivery Program, Energy Fitness-Saver Component." For Northern States Power Company's (NSP), 54 pages, January 2000.

Riggert, Jeff, Tom Talerico and Nick Hall. "Custom Solutions Trade Ally Evaluation." Prepared for Excel Energy, 24 pages, January 2001.

Riggert, Jeff, Nick Hall and Curt Puckett. "Low-Income Energy Services National Best Practices Case Studies." Prepared for Excel Energy, 67 pages, September 2000.

Riggert, Jeff, Andrew Oh, Nick Hall and John Reed. "An Evaluation of the Energy and Non-Energy Impacts of Vermont's Weatherization Assistance Program." Prepared for Vermont's Office of Economic Opportunity, 99 pages, November 1999.

Riggert, Jeff A., Kathy Schroder, Rick Morgan, and Nicholas P. Hall, "Cinergy’s Home Energy House Call (HEHC) Program: An Information Program That Changes People’s Lives," in Proceedings of the 1999 International Energy Program Evaluation Conference, Denver, CO., Vol. 9, pg. 813, August 1999.

Riggert, Jeff A. and Nicholas P. Hall, "A Process and Impact Evaluation of Cinergy's Ohio Home Energy House Call Program," TecMRKT Works, November 1998.

Riggert, Jeff A. and Nicholas P. Hall, "A Process and Impact Evaluation of Cinergy's Kentucky Home Energy House Call Program," TecMRKT Works, November 1998.

Reed, John, Andrew Oh, Tom Talerico, Jeff Riggert, Nicholas Hall. "An Examination of the Results of the Apartment and Condominium Energy Services Program." 92 pages. November 2002.

Reed, Dr. John H, Nicholas P Hall, and Andrew Oh, "An Impact Evaluation of the Missouri Gas Energy Low-Income Weatherization Pilot Program," TecMRKT Works, May 1999.

Reed, John, Andrew Oh and Nick Hall. "Lighting Design Lab: Market Assessment Report." Prepared for the Northwest Energy Efficiency Alliance, 130 pages, December 1998.

Reed, Dr. John H. and Nicholas P Hall, "Methods for Measuring Customer Satisfaction," Proceedings for the 1997 International Program Evaluation Conference, Chicago, IL, August 1997.

Services and Capabilities

Evaluation Services

Market Analysis

Customer Needs and Satisfaction

Performance Measurement and Management

Innovative Research Designs, Methods and Analysis

Product Development and Evaluation

Data Collection and Analysis