© 2002 j.d. power and associates. all rights reserved 2002 electric utility residential customer...

© 2002 J.D. Power and Associates. All Rights Reserved

2002 Electric Utility 2002 Electric Utility Residential Customer Satisfaction Residential Customer Satisfaction

StudyStudy

Cedar Rapids, IowaCedar Rapids, Iowa

August 7, 2002August 7, 2002

Presented to Presented to

Alliant EnergyAlliant Energy


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2002 Residential StudyOverall Customer Satisfaction Index

Midwest Region

118

108

108

107

106

105

104

103

102

101

100

99

98

96

96

96

90

LG&E Energy

AEP-Midwest

Alliant Energy

Ameren

MidAmerican Energy

Cinergy

Xcel Energy-NSP

FirstEnergy

MIDWEST REGION AVERAGE

Detroit Edison

Kansas City Power & Light

Consumers Energy

Wisconsin Electric

Dayton Power and Light

Illinois Power

Western Resources

Exelon-ComEd

+9

+1

+5

+3

+4

-1

+5

+1

-1

-1

-3

-8

-2

-6

-1

-1

+2


Overall Industry PerformanceOverall Industry Performance


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2002 Residential Index Scores Are Calculated Using New Component Weights

Price & Value20%

Cust.Serv. 6% Power Quality

& Reliability28%

Company Image27%

Billing & Payment

19%

2002 Residential Component Weights2002 Residential Component Weights


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Evolution Of Component Weights

1999 2000 2001 2002

Company Image 40% 34% 40% 27%

Price & Value 30% 26% 15% 20%

Power Quality & Reliability 17% 20% 24% 28%

Billing & Payment 8% 9% 13% 19%

Customer Service 5% 11% 8% 6%

Residential Component WeightsResidential Component Weights


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2002 Indices Centered At 100

100 100 100 100 100 100

CustomerSatisfaction

Index

Power Quality& Reliability

CompanyImage

Price & Value Billing &Payment

CustomerService

2002


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Previous Years’ Performance Recalculated Using New Model

9998

9997 97

101100 100 100 100 100 100


Index


CompanyImage


CustomerService

2001 2002


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Overall Customer Satisfaction Index Change 2001-2002 By State

Midwest +1

South -1

East 0

West +4

Medium-Size Utilities -4

-7

-9

-11

-18

8

6 -1

4-4

1

2 1

3-2

-7

13

4 -8

3

-2-1 -4

-52

3

6

2

-2

-5

0

-2

01

0

2

-2

-1

-1

-5-4

-1

80

2002 Performance is significantly better than 2001

No significant difference

2002 Performance significantly trails 2001


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Historical Index Performance

99

95

102

106

91

999998

9997 97

101100 100 100 100 100 100


Index


CompanyImage


CustomerService

2000 2001 2002


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Historical Performance of Key Attributes

5.00

5.50

6.00

6.50

7.00

7.50

8.00

8.50

OSAT Supply Honest &Ethical

Total MonthlyCost

Bill Accuracy CSR SolvesProblem

1999 2000 2001 2002** **

* mean scores have been mathematically converted from a 5 point scale to a 10 point scale* mean scores have been mathematically converted from a 5 point scale to a 10 point scale

Rating


Alliant Energy PerformanceAlliant Energy Performance


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106

96

112

109

102

105

110

99

101

105

102

103

105

106

108

110

107

108

CustomerService

Billing &Payment

Price & Value

CompanyImage

PowerQuality &Reliability

Overall CSI

2002

2001

2000

Alliant Energy Performance Year-to-Year


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104

93

110

106

99

103

111

103

104

109

104

108

108

108

112

114

109

111

CustomerService

Billing &Payment

Price & Value

CompanyImage


Overall CSI

2002

2001

2000

Interstate Power and LightPerformance Year-to-Year


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14

108

100

114

112

105

108

108

94

97

100

98

98

103

102

103

105

104

104

CustomerService

Billing &Payment

Price & Value

CompanyImage


Overall CSI

2002

2001

2000

Wisconsin Power & Light Performance Year-to-Year


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110

108

107

106

104

102

98

111

104

Duke Power

Alliant Energy

Wisconsin PublicService

MidAmericanEnergy

Xcel Energy-NSP

MIDWEST REGIONAVERAGE

Wisconsin Electric

Interstate Powerand Light Company

Wisconsin Power &Light

Alliant Energy Performance versus Benchmark Set

Customer Satisfaction

Index


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Power Quality & Reliability


107

106

106

104

102

99

99

109

104

Alliant Energy

Duke Power


MidAmericanEnergy

Xcel Energy-NSP

Wisconsin Electric





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# Brief# Brief # Lengthy# Lengthy LongestLongest PQ&RPQ&R(<= 5 mins.)(<= 5 mins.) (> 5 mins.)(> 5 mins.) (Hours)(Hours) Index Index

Alliant Energy 3.3 1.4 4.9 107

Duke Power 2.5 1.2 6.3 106

Wisconsin Public Service 2.5 1.4 8.7 106

MidAmerican Energy 3.4 1.6 4.2 104

Excel Energy-NSP 2.8 1.4 3.6 102

Wisconsin Electric 2.4 1.0 4.7 99

MIDWEST REGION AVG. 3.1 1.6 10.1 99

Interstate Power and Light 3.0 1.5 2.9 109

Wisconsin Power & Light 3.6 1.3 7.2 104

Frequency And Duration Outages


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More Alliant Energy Customers Are Trouble-Free

3.6 3.64.4

1.11.6

2.0 1.9

5.3

1999 2000 2001 2002

# Brief # Long

Average Number of Interruptions and Outages Per Household Experiencing Service Problems

Percent of Households Reporting Perfect Power(no brief interruptions and no long outages)

23%

19%

15%

16%

2002

2001

2000

1999

However...


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Alliant Energy Power Quality & Reliability Performance

2002 2001 diff.

28% Power Quality & Reliability 107 102 +5

24% Supply electricity during very hot or very cold temperatures

8.32 8.14 +0.18

22% Provide quality electric pow er in terms of being free from spikes, drops or surges

7.79 7.68 +0.11

17% Promptly restore pow er after an outage 7.88 7.61 +0.27

16% Avoid brief pow er interruptions of 5 minutes or less

7.84 7.51 +0.33

12% Avoid lengthy outages of more than 5 minutes

7.67 7.26 +0.41

10% Keep you informed about an outage 6.56 6.32 +0.24

Mean Scores

2002 performance significantly trails 20012002 performance significantly better than 2001


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IPL Power Quality & Reliability Performance

2002 2001 diff.



8.32 8.28 +0.04


7.96 7.75 +0.21



7.96 7.65 +0.31


7.76 7.37 +0.39


Mean Scores



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WP&L Power Quality & Reliability Performance Year-to-Year

2002 2001 diff.



8.33 7.96 +0.37


7.59 7.60 -0.01



7.69 7.34 +0.35


7.57 7.12 +0.45


Mean Scores



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Alliant Energy Power Quality & Reliability Performance Relative to Duke Power

Alliant Duke diff.



75% 72% 3%


60% 62% -2%

17% Promptly restore pow er after an outage 63% 56% 7%


63% 63% 0%


58% 55% 3%

10% Keep you informed about an outage 41% 40% 1%

Top 3 Box %

2002 performance significantly trails benchmark2002 performance significantly better than benchmark


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Alliant Energy Performance in Company Image Relative to Benchmark Set

CompanyImage

115

110

110

109

106

102

96

114

105

Duke Power

Alliant Energy


MidAmericanEnergy

Xcel Energy-NSP


Wisconsin Electric




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Alliant EnergyCompany Image Performance

Mean Scores 2002 2001 diff.

27% Company Image 110 105 +5

20% Being honest and ethical 7.56 7.34 +0.22

13% Their ability to effectively communicates any changes that might affect your account or service 7.37 7.39 -0.02

13% Being a leader in the industry 7.41 7.15 +0.26

12% Their efforts to operate more eff iciently 7.30 6.86 +0.44

10% Their commitment to the local community involvement and support 7.27 7.11 +0.16

9% Offering a variety of services and options 6.92 6.68 +0.24

8% Communicating how to be safe around electricity 7.72 7.57 +0.15

7% Their concern for the environment 7.30 7.01 +0.29

7% Planning for the future 7.35 6.82 +0.53



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13% Their ability to effectively communicates any changes that might affect your account or service 7.53 7.45 +0.08








IPLCompany Image Performance



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13% Their ability to effectively communicates any changes that might affect your account or service 7.17 7.33 -0.16








WP&L Company Image Performance



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Alliant Energy Company Image Performance Relative to Duke Power

Top 3 Box % Alliant Duke diff.

27% Company Image 110 115 -5

20% Being honest and ethical 54% 61% -7%13% Their ability to effectively communicates any

changes that might affect your account or service 51% 59% -8%

13% Being a leader in the industry 43% 59% -16%12% Their efforts to operate more eff iciently 44% 49% -5%10% Their commitment to the local community

involvement and support 44% 53% -9%9% Offering a variety of services and options 41% 44% -3%8% Communicating how to be safe around

electricity 58% 54% 4%7% Their concern for the environment 40% 42% -2%7% Planning for the future 41% 43% -2%



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Alliant Energy Performance in Price & Value Relative to Benchmark Set

Price & Value

113

108

106

105

105

104

100

112

103

Duke Power

Alliant Energy

Xcel Energy-NSP

MidAmericanEnergy



Wisconsin Electric




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Alliant Customers Spend About the Region Average

$109$104

$87 $86 $85$80

$78

$92

$78

MidAmericanEnergy

Duke Power MIDWESTREGION AVG.

WisconsinPublic Service

Alliant Energy Xcel Energy-NSP

WisconsinElectric

IP&L Co. WP&L

Reported Average Monthly ExpendituresReported Average Monthly Expenditures


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Alliant Energy Price & Value Performance

2002 2001 diff.

20% Price & Value 108 101 +7

36% Total monthly cost of your electric service 6.56 6.11 +0.4526% Fairness of pricing 6.37 5.84 +0.5315% Ability of your utility to help you reduce your

monthly bill 6.27 6.25 +0.0212% Availability of pricing options that meet your

needs 6.28 6.05 +0.2311% Ease of understanding your pricing options 6.51 6.19 +0.32

Average Winter Bill 88$ 95$ ($7)Average Summer Bill 82$ 82$ $0

Mean Scores



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IPLPrice & Value Performance

2002 2001 diff.

20% Price & Value 112 104 +8


monthly bill 6.50 6.33 +0.1712% Availability of pricing options that meet your


Average Winter Bill 91$ 102$ ($11)Average Summer Bill 91$ 93$ ($2)

Mean Scores



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WP&LPrice & Value Performance

2002 2001 diff.

20% Price & Value 103 97 +6


monthly bill 5.98 6.15 -0.1712% Availability of pricing options that meet your


Average Winter Bill 83$ 87$ ($4)Average Summer Bill 71$ 68$ $3

Mean Scores



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Alliant Energy Price & Value PerformanceRelative to Duke Power

Alliant Duke diff.

20% Price & Value 108 113 -5

36% Total monthly cost of your electric service 38% 41% -3%26% Fairness of pricing 34% 36% -2%15% Ability of your utility to help you reduce your

monthly bill 32% 33% -1%12% Availability of pricing options that meet your

needs 31% 38% -7%11% Ease of understanding your pricing options 36% 43% -7%

Top 3 Box %



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Billing &Payment

Alliant Energy Performance in Billing & Payment Relative to Benchmark Set

109

107

106

105

103

102

99

108

102

Duke Power


Alliant Energy

MidAmericanEnergy

Xcel Energy-NSP


Wisconsin Electric




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2002 2001 diff.

19% Billing & Payment 106 99 +7

18% Accuracy of the bill 8.32 7.40 +0.9217% Length of time you are given to pay w ithout

penalties 8.03 7.59 +0.4416% Usefulness of options you have for how

you pay your bill 7.78 7.52 +0.2614% Ease of understanding the information on

your bill 7.42 7.48 -0.0614% Usefulness of the information available on

your bill 7.44 7.65 -0.2111% Ease of f inding the exact amount to pay 8.79 8.60 +0.1910% Ease of f inding the payment due date

8.61 8.50 +0.11

Mean Scores

Alliant Energy Billing & Payment Performance



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2002 2001 diff.





your bill 7.59 7.71 -0.1214% Usefulness of the information available on


8.66 8.63 +0.03

Mean Scores

IPLBilling & Payment Performance



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2002 2001 diff.





your bill 7.22 7.19 +0.0314% Usefulness of the information available on


8.54 8.33 +0.21

Mean Scores

WP&L Billing & Payment Performance



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Alliant Energy Billing & Payment Performance Relative to Duke Power


Alliant Duke diff.

19% Billing & Payment 106 109 -3

18% Accuracy of the bill 67% 67% 0%

17% Length of time you are given to pay w ithout penalties

63% 66% -3%

16% Usefulness of options you have for how you pay your bill

55% 59% -4%

14% Ease of understanding the information on your bill

54% 63% -9%

14% Usefulness of the information available on your bill

52% 59% -7%

11% Ease of f inding the exact amount to pay 82% 80% 2%

10% Ease of f inding the payment due date 78% 79% -1%

Top 3 Box %


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CustomerService

Alliant Energy Performance in Customer Service Relative to Benchmark Set

108

106

105

103

98

98

91

108

103


MidAmericanEnergy

Alliant Energy

Xcel Energy-NSP

Duke Power


Wisconsin Electric




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An Average Number Of Alliant Energy Customers Have Called ...

47%

38% 37% 36% 35% 34% 33%39%

30%

MidAm WE Xcel NSP MW Avg WPS Alliant Duke WP&L IPL

Percent Of Customers Calling UtilityPercent Of Customers Calling Utility


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Alliant Energy Customers Call Somewhat Less Often Than Average

Average Number of Calls Per CustomerAverage Number of Calls Per Customer

1.4

1.11.0

0.8 0.8 0.8 0.80.9

0.8

MidAm MW Avg WPS Alliant Duke WE Xcel NSP WP&L IPL


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Alliant Energy Customers ReportShort Hold and Talk Times

Average Hold & Talk Times (minutes)Average Hold & Talk Times (minutes)

5.3 4.8 4.33.1 3.1 2.4

5.65.0

5.24.9

4.43.6

4.0

3.5

WE MW Avg Duke MidAm Alliant Xcel NSP WPS

Hold Time Talk Time


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Customer Service Calling Profile for Alliant Energy

19991999 20002000 20012001 20022002

% Have Called 40% 40% 38% 34%

Avg. # of Calls 1.1 0.9 1.4 0.8

% handled by ATRS 39% 26% 30% 28%

Reason for Call

Power Outage/Problem 43% 44% 40% 39%

Follow-up on Outage/Problem 4% 3% 3% 1%

Billing Problem or Inquiry 20% 26% 22%

Payment Problem or Inquiry 9% 7% 11%

Make an appointment for service 7% 4% 6% 1%

Make a change in my account 10% 4% 8% 12%

Energy efficient programs 1% 4% 3% 4%

General Information 9% 3% 3% 3%

25%


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Alliant Energy Customer Service Performance

2002 2001 diff.

6% Customer Service 105 110 -5

19% Being courteous and friendly 8.06 8.48 -0.4214% Their ability to answ er question or resolve

your problem during the f irst call 7.84 7.88 -0.0414% The time needed to answ er your questions

or resolve your problem 7.75 N/A N/A14% Having suff icient know ledge 7.84 8.00 -0.1612% Demonstrating personal care and concern 7.48 7.88 -0.4010% Promptness 7.12 7.56 -0.448% Listening to you 7.93 8.27 -0.348% Convenience of customer service hours 7.90 8.18 -0.28

Mean Scores



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IPL Customer Service Performance

2002 2001 diff.



your problem during the f irst call 7.96 7.78 0.1814% The time needed to answ er your questions

or resolve your problem 7.94 N/A N/A14% Having suff icient know ledge 7.98 8.16 -0.1812% Demonstrating personal care and concern 7.72 7.97 -0.2510% Promptness 7.10 7.62 -0.528% Listening to you 8.12 8.34 -0.228% Convenience of customer service hours 7.88 8.49 -0.61

Mean Scores



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WP&L Customer Service Performance

2002 2001 diff.



your problem during the f irst call 7.74 8.02 -0.2814% The time needed to answ er your questions

or resolve your problem 7.58 N/A N/A14% Having suff icient know ledge 7.72 7.75 -0.0312% Demonstrating personal care and concern 7.26 7.74 -0.4810% Promptness 7.15 7.48 -0.338% Listening to you 7.74 8.15 -0.418% Convenience of customer service hours 7.93 7.71 +0.22

Mean Scores



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Alliant Energy Customer Service Performance Relative to Wisconsin Public Service

Alliant WPS diff.


19% Being courteous and friendly 60% 73% -13%14% Their ability to answ er question or resolve

your problem during the f irst call 61% 60% 1%14% The time needed to answ er your questions

or resolve your problem 59% 66% -7%14% Having suff icient know ledge 59% 65% -6%12% Demonstrating personal care and concern 54% 64% -10%10% Promptness 43% 51% -8%8% Listening to you 62% 75% -13%8% Convenience of customer service hours 55% 63% -8%

Top 3 Box %



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High Medium Low

IMPORTANCE TO CUSTOMER

PERFORMANCE RELATIVE TO

Benchmark SET

Below Competitor

Average

Equal to Competitor

Average

Above Competitor

Average

Priority 1 (Eliminate Critical Weaknesses)

Priority 2 (Exploit High Potential Opportunities and Eliminate Less Critical Weaknesses)

Priority 3 (Pursue Areas of Moderate Potential)

Priority 4 (Limited Leverage Opportunities)

Company Image

Price & Value

Billing & Payment

Customer Service

Alliant Energy’s Prioritized Improvement Opportunities Based On Performance vs.

Benchmark Set



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Alliant Energy Performance versus Benchmark Set By Attribute

Alliant Energy performance is significantly better than Benchmark set

Promptly Restoring Electricity

Supplying Electricity

Avoiding Lengthy Outages

Outage - Provide Accurate Info.

Planning for the Future

Concern For The Environment

Accuracy of Bill

Ability to Help Reduce Bill

CSR-Resolves Prob./Answers Question

Commitment to the Local Community

Avoiding Brief Interruptions

Efforts To Operate More Efficiently

CSR-Time Needed to Answer Questions

Fairness of Pricing

Offer Variety Of Services/Options

Convenience of Customer Service Hours

Length Of Time Given To Pay Bill

Total Monthly Cost Of Service

Usefulness Of Options To Pay Bill

Promptness In Speaking To Rep.

Communication of How to be Safe

CSR-Having Sufficient Knowledge

CSR-Demonstrate Care/Concern

CSR-Listening to You

Availability Of Pricing Options

Being Honest And Ethical

Ease Of Finding Amount To Pay

Leader In The Industry

Provide Quality Electric Power

CSR-Courteous and Friendly

Ease Of Finding Payment Due Date

Usefulness of Information on Bill

Ease of Understanding Pricing Options

Effectively Communicating Changes

Ease Of Understanding Info. On Bill

Alliant Energy performance significantly

trails Benchmark Set


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49% of Alliant Energy customers recall seeing, hearing, or reading advertisements.

Main Topic of Message

Among consumers who recalled utility ads, 72% recalled the message topic. For Alliant, most messageswere about safety or energy conservation.

28%

19%

11%

8%

7%

5%

5%

4%

2%

2%

2%

2%

1%

1%

1%

1%

1%

Don't Know

Consumer safety around electricity

Energy conserv ation tips

Product or serv ice offers

Reliability of electric deliv ery (alw ay s on)

Energy efficiency programs

Company Image

Price (rate) change (increase/decrease)

Corporate citizenship

Pow er supply

Company information/new s

Customer serv ice

Env ironmental concern

Emergency preparedness

Low income assistance

Deregulation/Customer choice

Field crew s (w orking hard for y ou)


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Alliant Energy’s Television Advertisements Are Most Effective

Where was Ad by Effectiveness of Message

Effectiveness of Your Electric Utility's Message

6.67

7.09

7.13

7.18Other

Television

Newspaper

Radio


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Alliant Energy Component Weights

Alliant EnergyAlliant Energy


28%

Company Image27%

Price & Value20%

Billing & Payment

19%

Customer Service

6%

IndustryIndustry


31%

Company Image27%

Price & Value20%

Customer Service

7%

Billing & Payment

15%


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Frequency And Duration OutagesYear-to-Year

1.4

3.6

1.8

4.8

1.6

2.73.0

1.5

2.9

# Brief Interruptions # Lengthy Outages Duration (hours)

2000 2001 2002

The frequency of outages ...The frequency of outages ...

1.1

2.11.7

3.3

1.5

3.43.6

1.3

7.2

# Brief Interruptions # Lengthy Outages Duration (hours)

2000 2001 2002

Interstate Power and Light

Wisconsin Power & Light

© 2002 j.d. power and associates. all rights reserved 2002 electric utility residential customer...

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