Savings Hub Survey

The Savings Hub Survey presents the customer with a series of questions about the customer's home and finances, and then uses the customer's answers to determine their eligibility for assistance programs.

A customer can follow several paths to reach the survey. The path taken depends on how the survey is promoted and the utility's setup and implementation. Below are some examples of common pathways.

Email Promotion: If the customer accesses the Savings Hub from a marketing module promotion in their Email Home Energy Report or Home Energy Report, they bypass the Savings Hub Pre-Survey and are redirected to the first question of the Savings Hub Survey.
Web Portal: If customers access the survey for the first time, or if they previously started their survey but never completed it, they are directed to the Affordability Survey after they complete the Savings Hub Pre-Survey.
Utility's Website: If customers visit their utility's website, sign in to their account, and navigate to the survey by browsing the available links, they are directed to the Affordability Survey after they complete the Savings Hub Pre-Survey.
Through the utility’s website, customers can also have unauthenticated access to the Savings Hub page, where they get the option to either log in before taking the survey, or to take the survey without authenticating.
External Link (Unauthenticated Access): Customers can use an external link provided by their utility to access and complete their Savings Hub Survey without logging in. In such case, the results page prompts them to either log in, or continue viewing their results without authentication. If the customer logs in, they are redirected to a results page with a notification that confirms that the login was successful.

User Experience

The survey includes five required questions and two optional questions. Each question is presented with explanations, answer options, and details about the purpose of the question. A progress indicator at the top of the survey helps customers know where they are in the survey, and buttons along the bottom allow them to navigate backwards or forwards.

Do you rent or own your home?
(Optional) What type of home do you live in?
How many people live in your home?
What programs are you currently enrolled in?
What is your annual household income before taxes?
Are there members of your household who fit in any of these categories?
(Optional) Do any of these crisis situations currently apply to your household?

Question 1: Do you rent or own your home?

Question 1 focuses on the customer's living situation.

Question Copy: The question copy asks the customer whether they rent or own their home.
Answer Type: The customer can select either the Rent or Own button.
Details (Why we're asking): This expandable element provides customers with details on how the answer to this question is used to evaluate their eligibility for assistance programs. This is because some programs need to know if the customer rents or owns a home in order to determine their eligibility.

Question 2 (Optional): What type of home do you live in?

This question focuses on the customer's home. It is an optional question because if a utility does not have any programs that require a specific home type, it is better to exclude the question. It should only be added when certain programs have this as criteria. For example, there are weatherization programs that only apply to single family homes.

Question Copy: The question copy asks the customer whether they live in a single family home, apartment/condo, or a mobile home.
Answer Type: The customer can only select whether they live in a single family home, apartment or condo, or mobile home.
Details (Why we're asking): This expandable element provides customers with details on how the answer to this question is used to evaluate their eligibility for programs.

Question 3: How many people live in your home?

Question 3 focuses on the number of occupants.

Question Copy: The question copy asks the customer how many people live in their home.
Help Text: The help text clarified what should be included in the customer's answer. For example, it may have a message like the following: "Count U.S. citizens and qualified non-citizens only."
Answer Type: The customer can select a number range of people living in their home from a drop-down list.
Details (More Information): This expandable element educates customers on how the answer to this question is used to evaluate their eligibility for assistance programs, and provides guidance for how to complete the question. For example, it explains how children should be counted in a joint custody household.

Question 4: What programs are you currently receiving benefits from?

Question 4 focuses on whether the customer currently receives any program benefits.

Question Copy: The question copy asks the customer what programs they are currently enrolled in.
Help Text: The help text clarified what should be included in the customer's answer.
Answer Type: The customer can select any of the programs that they are currently enrolled in from the list.
Details (More Information): This expandable element provides customers with information about how the answer to this question is used to evaluate their eligibility for assistance programs. For example, being enrolled in one or more programs may qualify the customer for other energy assistance programs.

Question 5: What is your annual household income before taxes?

Question 5 focuses on customer income.

Question copy: The question copy asks the customer what their annual household income is before taxes.
Answer Type: The customer can enter an amount in the field. The field is limited to numerical values only.
Details (How to calculate this number): This expandable element provides customers with instructions for how to calculate their annual household income before taxes.

Question 6: Are there members of your household who fit in any of these categories?

Question 6 focuses on the household demographics.

Question Copy: The question copy asks the customer to indicate if there are any household members age 65 or older or age five or younger.
Help Text: The help text clarified what should be included in the customer's answer.
Answer Type: The customer can check one or both boxes to indicate members of the household that fit the age groups.

Question 7 (Optional): Do any of these crisis situations currently apply to your household?

Question 7 focuses on relevant crisis information.

Question Copy: The question copy asks the customer to indicate what, if any, crisis situations apply to them.
Help Text: The help text indicates that the customer can select more than one option.
Answer Type: The customer can select any crisis situation options that apply to them.

Once the customer clicks Submit, they are directed to the Savings Hub Program Results page.