Energy Trust of Oregon recently published its 2025 Fast Feedback Survey End of Year Report, which summarizes customers’ satisfaction with Energy Trust’s programs. This report is part of Energy Trust’s evaluations and research work, which provides valuable insights so Energy Trust can continually improve its programs and ensure that customers have the support they need to reduce energy use and generate renewable energy.

Since 2010, Energy Trust has gathered feedback each month from a sample of customers who recently completed projects. Customers are asked to rate their satisfaction with various aspects (e.g., the comfort of their home and how long it took to receive their incentive) of specific offers and their experience working with trade ally contractors and program representatives (e.g., communication and quality of work). Customers also rate how different factors influenced their decision-making, such as incentives and support from Energy Trust representatives.

“The survey helps us understand how customers experience our programs both over time and in the moment,” says Gemma DiMatteo, senior evaluation project manager. “We use the findings to identify trends and opportunities for improvement so we can best serve our customers.”

Each year, results from the monthly surveys are compiled in a report. In 2025, customer satisfaction remained strong for residential, commercial and industry and agriculture customers. Across all program areas, satisfaction exceeded Energy Trust’s minimum performance measure of 85%, which is set by the Oregon Public Utility Commission. One notable highlight was with projects at schools, where customers reported 100% satisfaction.

Survey findings also indicated that Energy Trust continues to influence customers in their decisions to complete clean energy projects. For residential customers, contractors consistently played an important role in their decision-making, underscoring the value of Energy Trust’s Trade Ally Network in connecting customers with qualified contractors. Site assessments and walk-throughs were the most influential factors for commercial customers when deciding whether to complete a project.

One example of how Energy Trust has used feedback from past surveys to make improvements for customers is its new online application visibility tool. Energy Trust uses feedback such as this to understand where the customer experience can be smoother and make adaptations; in July, it launched a new online tool to provide residential customers with greater visibility into the status of their incentive applications.

Beginning in 2025, Energy Trust added new questions to the survey about federal and state tax credits. Usage of tax incentives and their impact on customer decision-making varied widely depending on the offer and program area, but this data will give Energy Trust an initial baseline for understanding and monitoring the role of tax incentives for customers over the coming years.

You can find the Fast Feedback report, along with other reports, on the Energy Trust website here: www.energytrust.org/about/our-impact/reports-financials