Residential HVAC Quality Maintenance (QM) Program: Customer Research

This project was designed to evaluate strategies and tactics for implementation of ACCA Standards 180 and 4. In order to explore further development and marketing of the HVAC Quality Maintenance (QM) program, PG&E conducted customer research with the objectives to: (1) understand customers’ existing knowledge, concerns, and experiences with their HVAC systems, (2) gauge customer reactions to the HVAC service agreements, and (3) what do customers perceive to be the “optimum” features and cost for the service agreements.