Customer perspectives on demand response in Europe: a systematic review and thematic synthesis

Abstract

AbstractResidential demand response is increasingly recognized as a valuable tool to increase power-system flexibility and to improve integration of renewable energy sources in the sustainable energy transition. However, low customer participation and engagement is one of the barriers hindering widespread implementation of residential demand response. To improve understanding of the factors influencing customer engagement in residential demand-response programs, this article investigates associated customer experiences and attitudes. This study is based on a systematic review and thematic synthesis of findings from past demand response-pilot projects. By synthesizing findings from multiple sources, the article provides insights into the customer perspective to inform the development of customer-oriented demand-response services and products. The results indicate that customer engagement in demand-response programs is influenced by multiple factors, including motivation, interaction and communication, and feedback. Particularly highlighted is the value of social interaction and support as well as the importance of customer education and easily interpretable information. To promote customer engagement, the electric utility industry should place more focus on building customer relationships and integrating customer perspectives into the design of demand-response programs.

Keywords

• Demand response
• demand-side management
• smart grid
• smart meter
• customer engagement
• customer perspective