By Becky Eshbach, Senior Director of Customer Experience
Over the past few years, there has been a clear shift in how income-eligible energy-efficiency programs succeed or stall. Customer experience and a “Voice of the Customer” approach have become a necessity for successful programs.
As we approach Triennium 2.5 and the New Jersey Comfort Partners program evolves toward deeper retrofits and broader eligibility, the customer’s journey will only grow more complex. Simultaneously, people are being overwhelmed by digital messages, juggling day-to-day responsibilities and trying to keep up financially. In this environment, using a personal touch and a collaborative approach isn’t optional—it’s the difference between a customer participating in a program or walking away.
Lessons Learned
Over the past few years, there has been a clear shift in how income-eligible energy-efficiency programs succeed or stall. Customer experience and a “Voice of the Customer” approach have become a necessity for successful programs.
Working closely with Customer Care, Outreach, Marketing and our field staff, three lessons rise above the rest.
Trust is Paramount
Many eligible customers aren’t hesitant to participate in energy efficiency because they doubt the program; they're unsure about what will happen next. Clear, respectful communication about program details and process, delivered through the customer’s preferred channel, paired with consistent follow-through, reduces drop-off between intake and completion.
Dignity is Key
Customers with high energy burdens often balance many other challenges. Showing empathy, being prepared, demonstrating respect in every interaction, and explaining the work clearly eases the customer through energy efficiency projects and reduces escalations.
Word of Mouth is Invaluable.
According to a well-known Nielsen survey cited by Forbes, 92 percent of customers trust recommendations from friends and family more than any other form of marketing. Delivering “wow” moments help customers become our advocates—providing the most credible promotion any program can get.
Why This Matters
Putting the customer first doesn’t just feel right, it improves measurable outcomes. Better experiences lead to higher participation rates, fewer complaints and escalations, and stronger stories grounded in equity and access that can be delivered to regulatory bodies.
As Comfort Partners increasingly serves as a “front-door” to whole-home services, trust and clarity become foundational.
At CMC Energy Services, our approach to customer experience is deeply connected to our social mission. As a women-owned, certified diverse business, we bring a community-rooted perspective to how programs are delivered.
To me, customer experience is not just about satisfaction. It’s about dignity. It’s about safety. It’s about trust. When households feel respected and informed, the program’s impact multiplies.
An Open Invitation
I’m always interested in how others are approaching customer experience in LMI programs and beyond. If you’re rethinking how customer experience fits into your strategy, I’d love to connect, share ideas and learn from each other.
About the Author
With more than 20 years of energy industry experience, Becky Eshbach is the Senior Director of Customer Experience at CMC Energy Services, where she leads customer strategy for large-scale low-income energy efficiency and electrification programs. A customer-obsessed operator and trusted advisor to utilities, Becky focuses on designing experiences that improve participation, performance, and equity. She is part of the leadership team of a women-owned business committed to delivering safe, dignified, and impactful energy solutions for households with high energy burdens.