CCA Website Development
Strategy
To understand public opinion, JSR audited social, call center, and email comments (all exhibited a trend of customers expressing disapproval or criticism) and implemented multiple surveys to understand community perceptions throughout Pioneer’s service territory. The first customer survey was conducted via digital platforms and telephone interviews and was distributed via paid digital and traditional media to:
Understand customer priorities and perceptions.
Inform communication strategies.
JSR wrote, designed and built PioneerCommunityEnergy.org (a not-for-profit URL) to replace the less-trusted governmental URL PioneerCommunityEnergy.ca.gov. This included extensive rewriting of all content to be more customer-focused and a complete rebuild of the sitemap – to optimize user experience while remaining compliant with government requirements for CCAs.
Problem
Pioneer Community Energy, a locally owned electricity provider and not-for-profit Community Choice Aggregator (CCA), offers a community-focused alternative to investor-owned PG&E. They sought a website redesign to strengthen their connection with customers and enhance engagement.
Website
Results
JSR redesigned its website to serve as a valuable resource for the community. To evaluate its effectiveness, we conducted a survey asking users how they engage with and benefit from the site.
Using a “select all that apply” format, many respondents shared their experiences and highlighted how they utilize our website:
- To find contact information – 17%
- To estimate savings using the calculator – 20%
- To learn something new – 25%
- As a tool to address energy-related issues – 22%
- To watch webinars – 12%
- As their go-to resource for all things energy – 10%
These insights underscore the diverse ways our website supports users in addressing their energy needs.