© 2013 J.D. Power and Associates, The McGraw-Hill Companies, Inc. All Rights Reserved. J.D. POWER AND ASSOCIATES PROPRIETARY AND CONFIDENTIAL—FOR INTERNAL USE ONLY
2013 Electric Utility Business
Customer Satisfaction StudySM
Results Presentation
April 8, 2013
Chris Oberle
Senior Director
Energy Practice
© 2013 J.D. Power and Associates, The McGraw-Hill Companies, Inc. All Rights Reserved. J.D. POWER AND ASSOCIATES PROPRIETARY AND CONFIDENTIAL—FOR INTERNAL USE ONLY
2
2013 Study Overview
Online interviews completed in two waves
• April – June, 2012
• September – December, 2012
25,794 businesses surveyed
• $250 or more per month average electric bill amount
Targeted electric utilities serving more than 25,000 business customers each
Reporting results by brand
• 95 utility brands ranked
Region/Size Segment Reporting
Power Quality &
Reliability
25%
Billing & Payment
19%
Corporate
Citizenship
17%
Price
15%
Communications
14%
Customer
Service
10%
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SCL Has Stronger Brand Qualities
3
© 2013 J.D. Power and Associates, The McGraw-Hill Companies, Inc. All Rights Reserved. J.D. POWER AND ASSOCIATES PROPRIETARY AND CONFIDENTIAL—FOR INTERNAL USE ONLY
SCL Has Posted Steady Increases In Business
Satisfaction Across Study Years
2009 2010 2011 2012 2013
1st Quartile
2nd Quartile
3rd Quartile
4th Quartile
4
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West Midsize Segment
Overall Customer Satisfaction Index
689
657
678
672
665
661
658
647
625
622
Seattle City Light
SMUD
Avista
Idaho Power
Snohomish County PUD
Tucson Electric Power
WEST MIDSIZE AVERAGE
NorthWestern Energy
PNM
El Paso Electric
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¹(Brand Index - WEST M IDSIZE AVERAGE Index) * Factor's Importance Weight.
Factor Gap Analysis
Ind
ex
Sc
ore
by WEST MIDSIZE AVERAGE
657 0.99
3.52
3.64
5.69
5.88
11.90 689
650
660
670
680
690
700
CustomerService
(10%)
Billing &Payment
(19%)
CorporateCitizenship
(17%)
Price
(15%)
Communications
(14%)
PowerQuality &
Reliability(25%)
Index Seattle
City
Light
WESTMIDSIZE
AVERAGEFactors1
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¹(Brand Index - WEST M IDSIZE AVERAGE Index) * Factor/Attribute's Importance Weight.
Attribute Gap Analysis¹
657-0.12-0.06-0.06-0.05-0.03-0.03-0.02+0.04+0.04+0.07+0.09+0.10+0.13+0.18+0.18+0.22+0.31+0.35+0.40+0.62
+0.82+1.01
+1.03+1.05
+1.12+1.20
+1.21+1.36
+1.37+1.49
+1.52+1.63
+1.68+1.72
+1.79+2.12
+2.24+2.26
+2.62689
WEST MIDSIZE AVERAGE
CCA3 Involvement in local charities and civic organizations
CSA15 ONLINE - Timeliness of resolving your problem, question, or request
CSA12 ONLINE - Appearance of the w ebsite
CSA7 REP - Courtesy of the representative
CSA16 ONLINE - Helpfulness of email representative
CSA3 ATRS - Clarity of information provided
CSA4 ATRS - Timeliness of resolving problem, question, or request
CSA1 ATRS - Ease of navigating phone menu prompts
CSA2 ATRS - Ease of understanding phone menu instructions
CSA9 REP - Representative's concern for needs
CSA8 REP - Know ledge of the representative
CSA14 ONLINE - Ease of navigating the w ebsite
CSA13 ONLINE - Clarity of the information provided
COMA8 Communication of topics or issues that are important to businesses
CCA5 Business leadership in local communities
CSA5 REP - Ease of navigating through phone system
BPA4 Ease of f inding payment due date
CSA6 REP - Promptness in speaking to a person
BPA1 Ease of f inding the exact amount to pay
BPA2 Usefulness of information on bill
BPA3 Amount of time given to pay bill
CCA4 Efforts to develop energy supply plans for the future
PA1 Availability of pricing options that meet needs
CCA2 Variety of energy eff iciency programs offered
COMA8 Communication of topics or issues that are important to businesses
PA2 Ease of understanding pricing options
PA4 Efforts of utility to help manage monthly usage
COMA6 Frequency of updates and notices of new developments
BPA5 Variety of methods to pay bill
PQRA4 Promptly restore pow er after outage
CCA1 Actions to take care of the environment
PQRA3 Avoid lenghty outages
COMA7 Variety of methods used to communicate changes/updates
COMA9 Efforts to get feedback from business customers
PQRA2 Avoid brief interruptions
PQRA1 Provide quality electric pow er
PA3 Fairness of pricing
PQRA6 Supply electricity during extreme temperatures
PQRA7 Provide accurate outage information
Seattle City Light
650 660 670 680 690 700
Index Score
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Key Management Metrics
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SCL’s Management Metric Performance Provides
Satisfaction Even Amidst Rate Increase
9
Price Index by Hearing About Rate Increases
Pri
ce
In
de
x
555
597
619 622
490
510
530
550
570
590
610
630
Heard about rate increase Did not hear about rate increase
Peer Set Seattle City Light
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West Midsize Segment
Number of Outage Information Points Provided by Utility
2.4
2.2
2.5
2.3
2.2
2.2
2.1
2.0
1.9
1.7
Idaho Power
Seattle City Light
PNM
Avista
SMUD
WEST MIDSIZE AVERAGE
Tucson Electric Power
NorthWestern Energy
El Paso Electric
Snohomish County PUD
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West Midsize Region – Restored Power After ETR
13%
3%
0%
9%
11%
12%
14%
17%
20%
21%
Tucson Electric Power
Seattle City Light
Idaho Power
SMUD
Avista
WEST MIDSIZE AVERAGE
Snohomish County PUD
NorthWestern Energy
PNM
El Paso Electric
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SCL Has High Awareness Of Energy Savings And
Environmental Programs
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Seattle City Light
Percentage of Customer Awareness
% o
f C
us
tom
er
Aw
are
ne
ss
55%
34%
28%
41%
12%
59%
26%
18%
48%
10%
0%
10%
20%
30%
40%
50%
60%
Conservationand Efficiency
Programs
Charity Support EmployeeVolunteerism
Improve Impacton Environment
SeniorManagement
Contact
Peer Set Seattle City Light
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SCL Could Benefit Even More From Communicating Its
Economic Development Efforts
13
Aware Of Efforts To Help Local Economy
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Seattle City Light
Message Recall
33%
45%
54%
37% 38% 39%
2011 2012 2013
Utility Media
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West Midsize Segment Customers
Percentage Recall Communications from Utility
60%
54%
70%
67%
65%
62%
60%
57%
54%
52%
Snohomish County PUD
El Paso Electric
NorthWestern Energy
Avista
Idaho Power
WEST MIDSIZE AVERAGE
Tucson Electric Power
Seattle City Light
SMUD
PNM
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SCL Posts Lower First Contact Resolution
Metrics
Customer Service Metrics Seattle City Light
West Midsize
Region
# of IVR touches required 3.5 3.5
Placed on hold 81% 84%
Reported time on hold (minutes) 5.0 5.1
CSR had acct info ready 81% 86%
First call resolution 67% 72%
# of web clicks required 3.0 2.9
First online contact resolution 65% 72%
Seattle City Light Customer Service Metrics
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More Specialized Service Channels Have
Higher Customer Service Satisfaction
17