Report dated: August 15, 1999
Prepared by Proctor Engineering Group
Contributors: John Proctor and Tom Downey
This pilot project, funded by the California Board for Energy Efficiency, sought to correct inadequate air conditioner service and installation procedures and to transform the market so that contractors and homeowners would want to use the improved technique. Researchers evaluated the use and acceptance of a computer expert system designed to ensure that technicians properly test airflow and refrigerant charge.
They also assessed the potential of consumer education, classroom and on-site technician training, and mass marketing to transform the market. More than 50 technicians, employed by 10 contractors, were trained in the use and promotion of the computerized system. Through surveys and focus groups, researchers identified factors that would motivate consumers, HVAC contractors, and technicians to accept the approach; barriers to market acceptance; and the most promising points of intervention. Researchers found that use of the computer expert system, in combination with training, education, and contractor support, can transform the air conditioner service market.
However, contractors will not adopt the approach unless they are convinced that the method will affirm the customer’s trust in the technician. Scheduling consumer education and marketing campaigns to coincide with seasonal equipment maintenance procedures is critical to success. If the intervention does not take place very early in the season, the opportunity is missed for another year.
Bound copies of this entire paper are available for $30 each.
For details about obtaining a copy see How To Order Project Reports
