Based on the Behavioural Insights Team’s past work and research, customers tend to go on a particular decision-making and implementation journey when retrofitting their homes. This journey and its various stages are illustrated here.
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Based on the Behavioural Insights Team’s past work and research, customers tend to go on the following decision-making and implementation journey when retrofitting their homes. Three main processes take place:
- Considering: They are prompted about retrofitting and start researching options.
- Organising: They actively decide to pursue retrofitting and arrange finances and installation.
- Installing and operating: Installation occurs and customers experience their new retrofitted home.
Below is an illustration of this journey and its various stages along the way.
Considering: Prompted about retrofitting and start researching options
Customers are prompted to start their retrofitting journey
Customers are prompted to consider retrofitting by moving to a new property, renovating a home, noticing an increase in energy bills, or by peers who install retrofits.
Or they are prompted by tenants complaining, noticing the new funding options have become available (such as loans), noticing Government awareness campaign, or because they are interested in installing a heat pump.
Customers explore energy efficiency and retrofitting options
Customers research home energy efficiency and learn about their property’s BER, scope the depth of retrofitting that they need, explore cost and funding options (e.g. grant eligibility, loans, savings) and begin researching potential installers (e.g. independent or One-Stop-Shop).
Arranging Home Energy Assessments may occur.
Organising: Actively decide to pursue retrofitting and arrange finances and installation
Customers deliberate retrofitting, its cost and its hassle
At this stage, customers weigh up their options and consider whether to go ahead with retrofitting.
Procrastination is common because the perceived benefits of retrofitting might not outweigh the cost and hassle. Here, customers who decide to proceed stay on their retrofit journey.
Customers arrange retrofitting funding and installation
Customers arrange necessary home surveys, and funding for retrofits (e.g. applying for SEAI grants and loans & arranging savings). Customers book installers (e.g. independents or One-Stop-Shop installers), or decide to implement retrofitting work themselves.
Installing and operating: Installation occurs and customers experience new retrofitted home
Customers prepare home for installation and installation occurs
Customers prepare for installers to retrofit their home. This could be by clearing their attics, or arranging to work from home or take annual leave.
Customers support installers and energy efficient retrofit elements are installed.
Customers use energy in their retrofitted home
Customers notice changes in their energy usage and bills. This might prompt them to consider further retrofits. Customers may even share their retrofitting experience with friends and peers.
Some customers will undertake BER assessments to see if their BER rating has changed.
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