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  • The Energy Saving Trust were seeking ways in which to improve the overall take-up rate of their Home Energy Check (HEC) questionnaire.

    Define designed a research study including depth interviews with EST managers, current customers, and new customers who were all taken through the HEC questionnaire process from scratch.

    The HEC form is sent to homeowners via direct mail and asks questions about their heating and energy use. Once completed, the Energy Saving Trust provide the homeowner with a personalised report, which includes their domestic Energy Efficiency Rating. The report also includes detailed advice on how to save money on domestic bills (increasingly attractive in current times).

    The research identified areas throughout all stages of the process where improvements in customer engagement could be made through altering the presentation, language and execution of the material.