Home Energy Upgrade Customer Experience Survey

Welcome to the Home Energy Upgrade Experience Survey. This survey asks about your recent home energy project—including any site assessment, installation, and rebate or incentive experience. Your responses are confidential, will be reported only in aggregate, and will help improve energy programs and installer quality. There are no right or wrong answers—we are interested in your honest opinions. Participation is voluntary and you may stop at any time. Estimated time: 15 minutes.

Which best describes the primary home energy upgrade you are providing feedback on today?

• Solar PV
• Battery storage
• Heat pump HVAC
• Heat pump water heater
• Insulation and air sealing
• Windows or doors
• EV charger
• Other

The next few questions are about your on-site energy assessment. If you did not have a site visit, you may skip this section.

What is the current status of your installation?

• Installation completed
• Installation scheduled
• Comparing quotes or still considering
• Decided not to proceed

Have you applied for any rebates or incentives for this project?

• Applied and approved
• Applied and pending
• Applied and denied
• Not applied yet
• Not eligible or unsure

Overall, how satisfied are you with your home energy upgrade experience so far?

We'd like to learn a bit more about your experience. An AI interviewer will ask you a couple of short follow-up questions.

Which best describes your current housing situation?

• Own my home (primary residence)
• Own a second or vacation home
• Rent
• Live with family or others without paying rent
• Prefer not to say

Thank you for completing this survey. Your feedback helps improve home energy programs and installer quality for future homeowners. Your responses are confidential and will be reported only in aggregate.

In the past 12 months, did you have an on-site energy assessment or survey for this project?

• Yes
• No
• Not sure

Approximately when did your on-site energy assessment take place?

• Within the last month
• 1–3 months ago
• 3–6 months ago
• 6–12 months ago
• More than 12 months ago
• Not sure

The next questions ask about your completed installation. If your installation is not yet complete, please skip ahead.

Which rebate or incentive programs did you apply to? Select all that apply.

• Utility rebate
• State rebate
• Federal tax credit (e.g., 25C/25D)
• Manufacturer rebate
• Local or municipal program
• Other

On a scale of 0 to 10, how likely are you to recommend your installer to a friend or colleague?

Based on your responses in this survey, is there anything else you would like to share about your home energy upgrade experience?

What is your age?

• 18–24
• 25–34
• 35–44
• 45–54
• 55–64
• 65+
• Prefer not to say

How would you rate the professionalism of the assessor during your site visit?

How satisfied are you with the quality of workmanship of your installation?

What reason(s) were given for the denial of your rebate or incentive application? Select all that apply.

• Missing documentation
• Program budget exhausted
• Ineligible equipment or scope
• Application error
• Submitted after deadline
• Other

What is your gender?

• Woman
• Man
• Non-binary
• Prefer to self-describe
• Prefer not to say

How would you rate the thoroughness of the energy assessment?

How satisfied are you with the timeliness of your installation?

Overall, how easy or difficult was the rebate or tax credit application process?

What is your ZIP or postal code?

How would you rate the clarity of the recommendations you received?

How satisfied are you with the communication from your installer throughout the process?

What is the main reason you have not applied for rebates or incentives?

• Didn't know about available rebates
• Plan to apply later
• Installer will apply on my behalf
• Process seems too complex
• Unsure about eligibility
• Not worth the amount
• Other

What is the highest level of education you have completed?

• Less than high school
• High school diploma or GED
• Some college or Associate degree
• Bachelor's degree
• Graduate or professional degree
• Prefer not to say

How would you rate the convenience of scheduling the site visit?

How satisfied are you with the site cleanup after installation?

What is your current employment status?

• Full-time
• Part-time
• Self-employed
• Homemaker or caregiver
• Student
• Retired
• Unemployed and seeking work
• Not seeking work
• Prefer not to say

What, if anything, could have improved your on-site assessment experience?

Approximately how long was it from your on-site assessment to installation completion?

• Less than 1 week
• 1–2 weeks
• 2–4 weeks
• 1–2 months
• 2–3 months
• 3–6 months
• More than 6 months
• Not sure
• Not applicable — not yet completed

The next questions are for those whose installation is not yet complete.

What are the main barriers to moving forward with your project? Select all that apply.

• Upfront cost
• Waiting for contractor availability
• Unsure about benefits
• Rebate or incentive complexity
• Permitting or inspections
• Financing approval
• Other

How likely are you to proceed with this project in the next 3 months?

When do you expect your installation to be completed?

• Within 2 weeks
• 2–4 weeks
• 1–2 months
• 3+ months
• Not sure