chart 1 / md psc / 2002 survey of residential and commercial...
TRANSCRIPT
-
O Research Design:
P Systematic telephone survey
P 508 residen tial consume rs
P 200 commercial consumers
P Random digit dial (RDD) probabilistic sample for residential households
– Adult decision-maker
P Random probabilistic sample of businesses in Maryland with at least 10 employees
– Business decision-maker
O Purpose
P Evaluate the impact of advertising and media exposure on consumers’ awareness of electric powersupplier competition in Maryland.
P Determine consumers’ knowledge of the electric power industry and the impact of deregulation.
P Measure consumers’ preferences for obtaining information on electric competition in Maryland.
P Evaluate changes in consumer perspectives, attitudes and media exposure over time.
O Survey Administration
P CATI telephone interviews conducted September 9-20, 2002
P All interviews co nducted by paid, trained and p rofessionally su pervised interv iewers
Chart 1 / MD PSC / 2002 Survey of Residential and Commercial Customers
-
7.4%
9.1%
18.8%
38.2%
36.6%
9.4%
1.8%
9.3%
5.5%
6.5%
73.0%
Other
MD electric deregulation
MD electric competition
Electric deregulation
California situation
Nothing
0.0% 25.0% 50.0% 75.0% 100.0%
2002 2001
Residential Consumers
Source: RKM Research and Communications, Inc.
[Among all respondents | TOTAL MENTIONED]
What do you recall hearing or seeing in the news about the supply of electricity in the past 6 months?
Chart 2 / MD PSC / 2002 Survey of Residential and Commercial Customers
5.5%
19.9%
28.4%
43.3%
22.9%
8.5%
8.5%
12.0%
6.5%
19.0%
57.5%
Other
MD electric deregulation
MD electric competition
Electric deregulation
California situation
Nothing
0.0% 25.0% 50.0% 75.0% 100.0%
2002 2001
Commercial Consumers
-
34.4%
9.4%
26.0%
34.3%
17.1%
32.2%
14.4%
9.3%
1999 2000 2001 2002 .
0.0%
25.0%
50.0%
75.0%
100.0%
Nothing A great deal
Residential Consumers
Source: RKM Research and Communications, Inc.
[Among all respondents: compared over time]
How much have you heard about electric competition in Maryland?
Chart 3 / MD PSC / 2002 Survey of Residential and Commercial Customers
25.5%
9.8%13.9%
23.5%
32.0%34.6%
23.4%
13.5%
1999 2000 2001 2002 .
0.0%
25.0%
50.0%
75.0%
100.0%
Nothing A great deal
Commercial Consumers
-
6.1%
4.3%
7.6%
8.6%
16.6%
8.6%
27.3%
11.0%
15.6%
4.5%
4.5%
15.9%
15.0%
11.4%
43.1%
14.4%
Other
Friend/family
Newspaper article
TV news
Current utility
Radio ad
Newspaper ad
TV commercial
0.0% 25.0% 50.0% 75.0% 100.0%
2002 2001
Residential Consumers
Source: RKM Research and Communications, Inc.
[Among all respondents: compared over time | TOTAL MENTIONED]
Where did you hear about electric competition in Maryland?
Chart 4 / MD PSC / 2002 Survey of Residential and Commercial Customers
31.8%
4.6%
2.3%
1.7%
14.5%
17.3%
41.6%
15.6%
25.7%
4.6%
10.5%
15.7%
8.5%
17.0%
44.4%
17.0%
Other
Friend/family
Newspaper article
TV news
Current utility
Radio ad
Newspaper ad
TV commercial
0.0% 25.0% 50.0% 75.0% 100.0%
2002 2001
Commercial Consumers
-
14.5% 15.1%
22.4% 24.0%
70.5%
58.1%54.2% 54.5%
1999 2000 2001 2002 .
0.0%
25.0%
50.0%
75.0%
100.0%
Bad idea Good idea
Commercial Consumers
Source: RKM Research and Communications, Inc.
[Among all respondents: compared over time]
View toward electric competition in Maryland?
Chart 5 / MD PSC / 2002 Survey of Residential and Commercial Customers
15.6%12.5%
21.9%19.7%
66.1%62.2%
47.0%
61.0%
1999 2000 2001 2002 .
0.0%
25.0%
50.0%
75.0%
100.0%
Bad idea Good idea
Residential Consumers
-
[Among all respondents: compared over time]
Have you seen any type of advertising about electric competition in Maryland?
Chart 6 / MD PSC / 2002 Survey of Residential and Commercial Customers
Source: RKM Research and Communications, Inc.
80.5%
53.2%
46.5%
2000 2001 2002
0.0%
25.0%
50.0%
75.0%
100.0%
Commercial Consumers - Percent "Yes"
66.7%
46.8%
31.9%
2000 2001 2002
0.0%
25.0%
50.0%
75.0%
100.0%
Residential Consumers - Percent "Yes"
-
[Among all respondents: compared over time]
Have you heard any news stories about electric competition?
Chart 7 / MD PSC / 2002 Survey of Residential and Commercial Customers
Source: RKM Research and Communications, Inc.
52.7%
41.8%45.0%
2000 2001 2002
0.0%
25.0%
50.0%
75.0%
100.0%
Commercial Consumers - Percent "Yes"
40.1% 38.9%
23.8%
2000 2001 2002
0.0%
25.0%
50.0%
75.0%
100.0%
Residential Consumers - Percent "Yes"
-
[Among all respondents: compared over time]
Have you or family member received a consumer guide from MD PSC?
Chart 8 / MD PSC / 2002 Survey of Residential and Commercial Customers
Source: RKM Research and Communications, Inc.
19.5%
10.4% 11.5%
2000 2001 2002
0.0%
25.0%
50.0%
75.0%
100.0%
Commercial Consumers - Percent "Yes"
8.9% 9.4%6.7%
2000 2001 2002
0.0%
25.0%
50.0%
75.0%
100.0%
Residential Consumers - Percent "Yes"
-
Yes
27.3%
No69.4%
Unsure
3.3%
2001
Yes
19.9%
No
76.0%
Unsure4.1%
2002
[Among Residential Consumers: compared over time]
Awareness of electric competition website?
Chart 9 / MD PSC / 2002 Survey of Residential and Commercial Customers
Source: RKM Research and Communications, Inc.
-
Yes
25.9%
No
69.1%
Unsure
5.0%
2001
Yes
17.5%
No
79.0%
Unsure
3.5%
2002
[Among Commercial Consumers: compared over time]
Awareness of electric competition website ?
Chart 10 / MD PSC / 2002 Survey of Residential and Commercial Customers
Source: RKM Research and Communications, Inc.
-
Definitely would
28.3%
Probably would29.7%
Probably not13.3%
Definitely not
27.0%
Unsure
1.6%
2001
Definitely would31.9%
Probably would
30.3%
Probably not13.6%
Definitely not
20.5%
Unsure3.7%
2002
[Among Residential Consumers: compared over time]
Likely future use of electric competition website ( . .. if you wanted more information about electric competition) ?
Chart 11 / MD PSC / 2002 Survey of Residential and Commercial Customers
Source: RKM Research and Communications, Inc.
-
Definitely would
39.8%
Probably would
37.8%
Probably not11.9%
Definitely not
5.5%
Unsure5.0%
2001
Definitely would25.5%
Probably would40.5%
Probably not19.0%
Definitely not10.5%
Unsure4.5%
2002
[Among Commercial Consumers: compared over time]
Likely future use of electric competitin website ( .. . if you wanted more information about electric competition) ?
Chart 12 / MD PSC / 2002 Survey of Residential and Commercial Customers
Source: RKM Research and Communications, Inc.
-
Yes
18.5%
No
80.2%
Unsure
1.3%
2001
Yes
12.6%
No
84.8%
Unsure
2.6%
2002
[Among Residential Consumers: compared over time]
Awareness of electric competition answer center?
Chart 13 / MD PSC / 2002 Survey of Residential and Commercial Customers
Source: RKM Research and Communications, Inc.
-
Yes17.4%
No80.1%
Unsure2.5%
2001
Yes6.0%
No90.0%
Unsure4.0%
2002
[Among Commercial Consumers: compared over time]
Awareness of electric competition answer center?
Chart 14 / MD PSC / 2002 Survey of Residential and Commercial Customers
Source: RKM Research and Communications, Inc.
-
Definitely would19.8%Probably would
39.9%
Probably not19.9%
Definitely not16.0%
Unsure4.4%
2001
Definitely would21.1%
Probably would41.5%
Probably not24.4%
Definitely not7.5%
Unsure5.5%
2002
[Among Residential Consumers: compared over time]
Likely future use of electric competition answer center ( . . if you wanted more info about electric competition) ?
Chart 15 / MD PSC / 2002 Survey of Residential and Commercial Customers
Source: RKM Research and Communications, Inc.
-
Definitely would24.9%
Probably would40.8%
Probably not24.4%
Definitely not7.0%
Unsure3.0%
2001
Definitely would18.5%
Probably would43.0%
Probably not22.5%
Definitely not11.5%
Unsure4.5%
2002
[Among Commercial Consumers: compared over time]
Likely future use of electric competition answer center ( . . if you wanted more info about electric competition) ?
Chart 16 / MD PSC / 2002 Survey of Residential and Commercial Customers
Source: RKM Research and Communications, Inc.
-
23.2%
7.9%
6.2%
3.3%
1.0%
1.0%
17.3%
15.2%
33.6%
Unsure
Other
Friend/Family
Radio
Community org.
Business org.
Newspaper
Current utility
Internet
0.0% 25.0% 50.0% 75.0% 100.0%
2001
Source: RKM Research and Communications, Inc.
[Among Residential Consumers: compared over time | TOTAL MENTIONED
If you wanted more information about electric competition, where would you look?
Chart 17 / MD PSC / 2002 Survey of Residential and Commercial Customers
6.7%
4.1%
6.6%
4.7%
1.8%
3.1%
24.0%
13.2%
22.4%
Unsure
Other
Friend/Family
Radio
Community org.
Business org.
Newspaper
Current utility
Internet
0.0% 25.0% 50.0% 75.0% 100.0%
2002
-
15.4%
13.0%
1.5%
2.5%
3.5%
5.0%
8.0%
10.4%
46.8%
Unsure
Other
Friend/Family
Radio
Community org.
Business org.
Newspaper
Current utility
Internet
0.0% 25.0% 50.0% 75.0% 100.0%
2001
Source: RKM Research and Communications, Inc.
[Among Commercial Consumers: compared over time | TOTAL MENTIONED]
If you wanted more information about electric competition, where would you look?
Chart 18 / MD PSC / 2002 Survey of Residential and Commercial Customers
8.0%
1.5%
1.0%
1.0%
4.0%
3.0%
15.5%
14.0%
22.0%
Unsure
Other
Friend/Family
Radio
Community org.
Business org.
Newspaper
Current utility
Internet
0.0% 25.0% 50.0% 75.0% 100.0%
2002
-
Very clear
7.6%
Somewhat clear
37.7%
Not clear
49.3%
Unsure
5.4%
2001
Very clear
15.2%
Somewhat clear
26.6%
Not clear
48.2%
Unsure
10.0%
2002
[Among Residential Consumers: compared over time]
How well do you understand the current status of electric competition in Maryland?
Chart 19 / MD PSC / 2002 Survey of Residential and Commercial Customers
Source: RKM Research and Communications, Inc.
-
Very clear
11.4%
Somewhat clear
51.3%
Not clear
35.3%
Unsure2.0%
2001
Very clear
21.0%
Somewhat clear32.0%
Not clear39.0%
Unsure8.0%
2002
[Among Commercial Consumers: compared over time]
How well do you understand the current status of electric competition in Maryland?
Chart 20 / MD PSC / 2002 Survey of Residential and Commercial Customers
Source: RKM Research and Communications, Inc.
-
17.5%19.5%
21.9%25.0%
49.0%
43.4%
28.4%
35.5%
1999 2000 2001 2002 .
0.0%
25.0%
50.0%
75.0%
100.0%
Not interested Very interested
Commercial Consumers
Source: RKM Research and Communications, Inc.
[Among all respondents: compared over time]
Interest in being able to choose an electric supplier?
Chart 21 / MD PSC / 2002 Survey of Residential and Commercial Customers
20.7%
26.3%
32.8%
26.8%
45.7%
33.6%
20.1%
38.0%
1999 2000 2001 2002 .
0.0%
25.0%
50.0%
75.0%
100.0%
Not interested Very interested
Residential Consumers
-
Full regulated
15.6%
Transition period
25.2%
Fully competitive
7.5%
Unsure
51.7%
Residential Consumers
Full regulated
11.5%
Transition period
29.0%
Fully competitive
19.0%
Unsure
40.5%
Commercial Consumers
[Among all respondents]
Status of electric competition in Maryland?
Chart 22 / MD PSC / 2002 Survey of Residential and Commercial Customers
Source: RKM Research and Communications, Inc.
-
Very
2.6%
Some what kno wledge able
22.8%
Not very
65.0%
No answer
9.6%
Residential Consumers
Very
2.0%
Some what kno wledge able
20.0%
Not very
59.0%
No answer
19.0%
Commercial Consumers
[Among all respondents]
Knowledge of the end of the standard service offer?
Chart 23 / MD PSC / 2002 Survey of Residential and Commercial Customers
Source: RKM Research and Communications, Inc.
-
14.0%
9.6%
3.9%
5.9%
14.8%
10.6%
22.0%
19.1%
No preference
Standard
Non-competitive
Generic
Default
Basic
Backup
Automatic
0.0% 25.0% 50.0% 75.0% 100.0%
Residential Consumers
Source: RKM Research and Communications, Inc.
[Among all respondents]
Best term to describe service available to consumers who do not choose a supplier?
Chart 24 / MD PSC / 2002 Survey of Residential and Commercial Customers
26.0%
14.5%
4.0%
8.0%
15.0%
6.0%
12.0%
14.5%
No preference
Standard
Non-competitive
Generic
Default
Basic
Backup
Automatic
0.0% 25.0% 50.0% 75.0% 100.0%
Commercial Consumers
-
Very important
77.7%
Somewhat important13.8%
Not important
5.7%
Unsure
2.8%
Residential Consumers
Very important
48.0%
Somewhat important
33.0%
Not important9.0%
Unsure10.0%
Commercial Consumers
[Among all respondents]
Importance of being kept informed about the status of electric competition over the next 3 years?
Chart 25 / MD PSC / 2002 Survey of Residential and Commercial Customers
Source: RKM Research and Communications, Inc.
-
36.0%
30.2%
38.8%41.0%
13.0%
26.3%
8.0%5.5%
1999 2000 2001 2002 .
0.0%
25.0%
50.0%
75.0%
100.0%
Not very knowledgeable Very knowledgeable
Commercial Consumers
Source: RKM Research and Communications, Inc.
[Among all respondents: compared over time]
Self-reported knowledge of electric industry?
Chart 26 / MD PSC / 2002 Survey of Residential and Commercial Customers
38.5%36.6%
45.5%43.1%
16.3%
11.8%7.7%
10.2%
1999 2000 2001 2002 .
0.0%
25.0%
50.0%
75.0%
100.0%
Not very kn owledge able Very know ledgeable
Residential Consumers
-
50.5%
36.8%
17.1%
23.5%
9.5%
12.9%
6.3%
17.0%
40.0%
50.2%
76.6%
59.5%
2002
2001
2000
1999
0.0% 25.0% 50.0% 75.0% 100.0%
Correct Incorrect Unsure
Commercial Consumers
[Among all respondents]
The cost to transmit electricity will continue to be regulated by the PSC? (Correct Answer: Yes)
Chart 27 / MD PSC / 2002 Survey of Residential and Commercial Customers
Source: RKM Research and Communications, Inc.
52.4%
44.8%
30.1%
28.8%
10.6%
14.8%
8.9%
9.9%
37.0%
40.4%
61.0%
61.3%
2002
2001
2000
1999
0.0% 25.0% 50.0% 75.0% 100.0%
Correct Incorrect Unsure
Residential Consumers
-
39.5%
29.4%
22.0%
36.0%
45.0%
49.3%
47.8%
28.5%
15.5%
21.4%
30.2%
35.5%
2002
2001
2000
1999
0.0% 25.0% 50.0% 75.0% 100.0%
Correct Incorrect Unsure
Commercial Consumers
[Among all respondents]
Customers could receive more than 1 bill per month? (Correct Answer Residential: No / Commercial: Yes)
Chart 28 / MD PSC / 2002 Survey of Residential and Commercial Customers
Source: RKM Research and Communications, Inc.
35.4%
25.9%
12.3%
34.9%
15.7%
16.6%
10.1%
29.1%
48.8%
57.5%
77.6%
36.0%
2002
2001
2000
1999
0.0% 25.0% 50.0% 75.0% 100.0%
Correct Incorrect Unsure
Residential Consumers
-
36.5%
40.3%
13.7%
20.0%
34.5%
19.9%
23.9%
37.0%
29.0%
39.8%
62.4%
43.0%
2002
2001
2000
1999
0.0% 25.0% 50.0% 75.0% 100.0%
Correct Incorrect Unsure
Commercial Consumers
[Among all respondents]
New electric power suppliers are responsible for repairs following an outage? (Correct Answer: No)
Chart 29 / MD PSC / 2002 Survey of Residential and Commercial Customers
Source: RKM Research and Communications, Inc.
34.1%
37.2%
13.7%
25.2%
44.9%
34.4%
36.6%
48.6%
21.1%
28.3%
49.7%
26.1%
2002
2001
2000
1999
0.0% 25.0% 50.0% 75.0% 100.0%
Correct Incorrect Unsure
Residential Consumers
-
30.5%
33.3%
27.8%
17.5%
47.0%
44.3%
48.3%
62.0%
22.5%
22.4%
23.9%
20.5%
2002
2001
2000
1999
0.0% 25.0% 50.0% 75.0% 100.0%
Correct Incorrect Unsure
Commercial Consumers
[Among all respondents]
Customers must notify the current utility to switch to a new supplier? (Correct Answer: No)
Chart 30 / MD PSC / 2002 Survey of Residential and Commercial Customers
Source: RKM Research and Communications, Inc.
26.0%
30.0%
31.0%
19.1%
55.7%
49.6%
52.6%
60.0%
18.3%
20.4%
16.5%
20.9%
2002
2001
2000
1999
0.0% 25.0% 50.0% 75.0% 100.0%
Correct Incorrect Unsure
Residential Consumers
-
31.0%
41.3%
21.5%
19.0%
37.0%
40.3%
42.9%
61.5%
32.0%
18.4%
35.6%
19.5%
2002
2001
2000
1999
0.0% 25.0% 50.0% 75.0% 100.0%
Correct Incorrect Unsure
Commercial Consumers
[Among all respondents]
If a new supplier is not chosen, customers are placed in default service? (Correct Answer: Yes)
Chart 31 / MD PSC / 2002 Survey of Residential and Commercial Customers
Source: RKM Research and Communications, Inc.
43.5%
42.8%
31.0%
32.3%
31.7%
37.7%
53.5%
46.7%
24.8%
19.4%
15.5%
21.0%
2002
2001
2000
1999
0.0% 25.0% 50.0% 75.0% 100.0%
Correct Incorrect Unsure
Residential Consumers
-
37.5%
50.7%
27.8%
24.5%
9.0%
11.4%
15.1%
10.0%
53.5%
37.8%
57.1%
65.5%
2002
2001
2000
1999
0.0% 25.0% 50.0% 75.0% 100.0%
Correct Incorrect Unsure
Commercial Consumers
[Among all respondents]
Once in default service, customer can switch to a new supplier? (Correct Answer: Yes)
Chart 32 / MD PSC / 2002 Survey of Residential and Commercial Customers
Source: RKM Research and Communications, Inc.
39.8%
45.3%
41.3%
32.3%
8.3%
14.2%
14.4%
13.7%
51.9%
40.5%
44.4%
54.0%
2002
2001
2000
1999
0.0% 25.0% 50.0% 75.0% 100.0%
Correct Incorrect Unsure
Residential Consumers
-
43.0%
34.3%
29.8%
15.0%
13.0%
15.9%
13.7%
29.0%
44.0%
49.8%
56.6%
56.0%
2002
2001
2000
1999
0.0% 25.0% 50.0% 75.0% 100.0%
Correct Incorrect Unsure
CommercialC onsumers
[Among all respondents]
There will be fewer regulations allowing suppliers to turn power off to customers? (Correct Answer: No)
Chart 33 / MD PSC / 2002 Survey of Residential and Commercial Customers
Source: RKM Research and Communications, Inc.
50.8%
24.5%
24.2%
31.2%
26.6%
22.9%
17.3%
29.7%
22.6%
52.6%
58.4%
39.1%
2002
2001
2000
1999
0.0% 25.0% 50.0% 75.0% 100.0%
Correct Incorrect Unsure
Residential Consumers
-
34.0%
23.4%
20.0%
9.0%
8.5%
13.0%
20.0%
29.5%
57.5%
63.7%
60.0%
61.5%
2002
2001
2000
1999
0.0% 25.0% 50.0% 75.0% 100.0%
Correct Incorrect Unsure
Commercial Consumers
[Among all respondents]
After service ends, who do you call if electricity goes out? (Correct Answer: Current Utility)
Chart 34 / MD PSC / 2002 Survey of Residential and Commercial Customers
Source: RKM Research and Communications, Inc.
32.1%
19.6%
12.9%
10.3%
13.4%
15.8%
15.5%
21.0%
54.5%
64.6%
71.7%
68.7%
2002
2001
2000
1999
0.0% 25.0% 50.0% 75.0% 100.0%
Correct Incorrect Unsure
Residential Consumers
-
Yes41.5%
No10.2%
Unsure
48.2%
Residential Consumers
Yes47.5%
No4.0%
Unsure48.5%
Commercial Consumers
[Among all respondents]
The change from standard to competitive service will happen at different times? (Correct Answer: Yes)
Chart 35 / MD PSC / 2002 Survey of Residential and Commercial Customers
Source: RKM Research and Communications, Inc.
-
Yes
47.0%
No
9.6%
Unsure
43.3%
Residential Consumers
Yes
56.0%
No
8.5%
Unsure
35.5%
Commercial Consumers
[Among all respondents]
If a supplier goes out of business, the customer is switched to default service? (Correct Answer: Yes)
Chart 36 / MD PSC / 2002 Survey of Residential and Commercial Customers
Source: RKM Research and Communications, Inc.
-
[Among all respondents]
Total Knowledge Index (Based on 10 Knowledge Questions):
Chart 37 / MD PSC / 2002 Survey of Residential and Commercial Customers
Source: RKM Research and Communications, Inc.
5.3%
8.3%
15.0%
19.5%
19.3%
15.6%
8.5%
5.5%
2.0%
0.8%
0.4%
0
1
2
3
4
5
6
7
8
9
10
0.0% 25.0% 50.0% 75.0% 100.0%
(Avg Correct = 3.68)
Residential Consumers
9.0%
8.0%
12.0%
13.0%
12.5%
18.5%
12.0%
10.0%
3.0%
2.0%
0.0%
0
1
2
3
4
5
6
7
8
9
10
0.0% 25.0% 50.0% 75.0% 100.0%
(Avg Correct = 3.98)
Commercial Consumers
-
[Among all respondents: compared over time]
Revised Knowledge Index (Based on 8 knowledge questions asked each year):
Chart 38 / MD PSC / 2002 Survey of Residential and Commercial Customers
Source: RKM Research and Communications, Inc.
3.61
4.02
3.03 2.94
1999 2000 2001 2002
0.00
1.00
2.00
3.00
4.00
5.00
6.00
7.00
8.00
Commercial Consumers - Avg. Number Correct
3.27
3.97
3.22
2.79
1999 2000 2001 2002
0.00
1.00
2.00
3.00
4.00
5.00
6.00
7.00
8.00
Residential Consumers - Avg. Number Correct
-
24.6%
21.4%
11.7%
47.8%
47.9%
58.7%
13.2%
19.1%
17.2%
2002
2001
2000
0.0% 25.0% 50.0% 75.0% 100.0%
More reliable Same Less reliable
Residential Consumers
[Among all respondents: compared over time]
How reliable will electric service be after standard service ends?
Chart 39 / MD PSC / 2002 Survey of Residential and Commercial Customers
Source: RKM Research and Communications, Inc.
24.5%
25.9%
19.5%
47.0%
49.8%
61.5%
11.5%
8.5%
9.3%
2002
2001
2000
0.0% 25.0% 50.0% 75.0% 100.0%
More reliable Same Less reliable
Commercial Consumers
-
28.3%
21.1%
13.3%
43.5%
54.4%
57.6%
11.8%
13.3%
14.4%
2002
2001
2000
0.0% 25.0% 50.0% 75.0% 100.0%
Faster Same Slower
Residential Consumers
[Among all respondents: compared over time]
How will responsiveness to emergencies change after standard service ends?
Chart 40 / MD PSC / 2002 Survey of Residential and Commercial Customers
Source: RKM Research and Communications, Inc.
25.0%
18.9%
16.6%
44.5%
58.7%
57.1%
12.5%
8.5%
15.6%
2002
2001
2000
0.0% 25.0% 50.0% 75.0% 100.0%
Faster Same Slower
Commercial Consumers
-
31.1%
24.1%
14.5%
42.1%
53.9%
50.7%
7.3%
8.2%
17.9%
2002
2001
2000
0.0% 25.0% 50.0% 75.0% 100.0%
More Same Fewer
Residential Consumers
[Among all respondents: compared over time]
How will consumer protections change after standard service ends?
Chart 41 / MD PSC / 2002 Survey of Residential and Commercial Customers
Source: RKM Research and Communications, Inc.
27.5%
16.7%
15.6%
36.0%
57.0%
55.1%
15.5%
7.9%
18.5%
2002
2001
2000
0.0% 25.0% 50.0% 75.0% 100.0%
More Same Fewer
Commercial Consumers
-
37.2%
30.3%
21.9%
36.6%
44.3%
48.2%
13.0%
9.6%
15.8%
2002
2001
2000
0.0% 25.0% 50.0% 75.0% 100.0%
More Same Less
Residential Consumers
[Among all respondents: compared over time]
How likely is the current utility to respond to service requests?
Chart 42 / MD PSC / 2002 Survey of Residential and Commercial Customers
Source: RKM Research and Communications, Inc.
29.0%
28.4%
21.0%
41.5%
45.3%
56.1%
16.0%
11.4%
12.2%
2002
2001
2000
0.0% 25.0% 50.0% 75.0% 100.0%
More Same Less
Commercial Consumers
-
19.5%
15.2%
39.2%
50.2%
29.5%
18.9%
2002
2001
2000
0.0% 25.0% 50.0% 75.0% 100.0%
Better Same Worse
Residential Consumers
[Among all respondents: compared over time]
Will problems associated with generating enough electricity for consumers get better or worse?
Chart 43 / MD PSC / 2002 Survey of Residential and Commercial Customers
Source: RKM Research and Communications, Inc.
19.0%
18.9%
40.5%
50.8%
25.5%
13.9%
2002
2001
2000
0.0% 25.0% 50.0% 75.0% 100.0%
Better Same Worse
Commercial Consumers
-
20.1%
11.5%
45.5%
54.9%
19.5%
13.3%
2002
2001
2000
0.0% 25.0% 50.0% 75.0% 100.0%
Better Same Worse
Residential Consumers
[Among all respondents: compared over time]
Will problems with the transmission system get better or worse?
Chart 44 / MD PSC / 2002 Survey of Residential and Commercial Customers
Source: RKM Research and Communications, Inc.
25.5%
17.4%
38.5%
56.7%
17.5%
6.0%
2002
2001
2000
0.0% 25.0% 50.0% 75.0% 100.0%
Better Same Worse
Commercial Consumers
-
45.3%
37.1%
20.7%
20.3%
23.4%
24.9%
2002
2001
2000
0.0% 25.0% 50.0% 75.0% 100.0%
Lower Same Higher
Residential Consumers
[Among all respondents: compared over time]
How will competitive market forces affect the price you pay for electricity?
Chart 45 / MD PSC / 2002 Survey of Residential and Commercial Customers
Source: RKM Research and Communications, Inc.
30.5%
25.9%
16.0%
24.4%
38.5%
32.8%
2002
2001
2000
0.0% 25.0% 50.0% 75.0% 100.0%
Lower Same Higher
Commercial Consumers
-
12.6%
7.7%
17.1%
14.8%
52.0%
51.6%
2002
2001
2000
0.0% 25.0% 50.0% 75.0% 100.0%
Not concerned Not enough in future Not enough now
Residential Consumers
[Among all respondents: compared over time]
View on the number of electric power suppliers?
Chart 46 / MD PSC / 2002 Survey of Residential and Commercial Customers
Source: RKM Research and Communications, Inc.
4.0%
7.5%
15.0%
9.0%
65.0%
61.6%
2002
2001
2000
0.0% 25.0% 50.0% 75.0% 100.0%
Not concerned Not enoug h in future Not enough now
Commercial Consumers
-
Decide today
3.9%
More info
10.4%A lot more info
56.5%
Not thought about
27.6%
Refused
1.6%
Residential Consumers
Decide today
6.5%
More info
15.5%A lot more info
47.0%
Not thought about
26.5%
Refused
4.5%
Commercial Consumers
[Among all respondents]
How well prepared to make an informed decision on choice of power supplier?
Chart 47 / MD PSC / 2002 Survey of Residential and Commercial Customers
Source: RKM Research and Communications, Inc.
-
[Among residential customers only]
Exposure to paid and earned media increases awareness of electric competition:
Chart 49 / MD PSC / 2002 Survey of Residential and Commercial Customers
Source: RKM Research and Communications, Inc.
31.1
43.3
16.1
45.3
57.7
54.5
59.8
54.7
11.2
2.2
24.1
0.0
Not see PR
See PR
Not see Ads
See Ads
0.0 25.0 50.0 75.0 100.0
A great deal A little Nothing
2000
3.4
28.1
0.3
28.4
53.0
67.8
53.8
62.3
43.7
4.1
45.9
9.3
Not see PR
See PR
Not see Ads
See Ads
0.0 25.0 50.0 75.0 100.0
A great deal A little Nothing
2002
-
[Among commercial customers only]
Exposure to paid and earned media increases awareness of electric competition:
Chart 50 / MD PSC / 2002 Survey of Residential and Commercial Customers
Source: RKM Research and Communications, Inc.
29.9
38.9
32.5
45.2
59.8
51.9
62.5
48.9
10.3
9.3
5.0
5.9
Not see PR
See PR
Not see Ads
See Ads
0.0 25.0 50.0 75.0 100.0
A great deal A little Nothing
2000
9.1
18.9
1.9
26.9
57.3
70.0
65.4
60.2
33.6
11.1
32.7
12.9
Not see PR
See PR
Not see Ads
See Ads
0.0 25.0 50.0 75.0 100.0
A great deal A little Nothing
2002
-
[Among residential customers only | 2002 results only]
Exposure to paid and earned media increases awareness of specific campaign tools:
Chart 51 / MD PSC / 2002 Survey of Residential and Commercial Customers
Source: RKM Research and Communications, Inc.
18.3
24.5
16.5
27.2
Percent "Aware of Website"
Not see PR
See PR
Not see Ads
See Ads
0.0 10.0 20.0 30.0 40.0 50.0
Website
10.6
19.0
9.5
19.1
Percent "Aware of Answer Center"
Not see PR
See PR
Not see Ads
See Ads
0.0 10.0 20.0 30.0 40.0 50.0
Answer Center
-
[Among commercial customers only | 2002 results only]
Exposure to paid and earned media increases awareness of specific campaign tools:
Chart 52 / MD PSC / 2002 Survey of Residential and Commercial Customers
Source: RKM Research and Communications, Inc.
10.9
25.6
10.3
25.8
Percent "Aware of Website"
Not see PR
See PR
Not see Ads
See Ads
0.0 10.0 20.0 30.0 40.0 50.0
Website
8.9
3.6
0.0
12.9
Percent "Aware of Answer Center"
Not see PR
See PR
Not see Ads
See Ads
0.0 10.0 20.0 30.0 40.0 50.0
Answer Center
-
[Among residential customers only]
Exposure to paid and earned media increases the likelihood that customers will obtain a copy of the guide:
Chart 53 / MD PSC / 2002 Survey of Residential and Commercial Customers
Source: RKM Research and Communications, Inc.
6.0
13.5
6.2
12.5
Percent "Obtained copy of the Guide"
Not see PR
See PR
Not see Ads
See Ads
0.0 10.0 20.0 30.0 40.0 50.0
2000
4.7
13.2
3.2
14.2
Percent "Obtained copy of the Guide"
Not see PR
See PR
Not see Ads
See Ads
0.0 10.0 20.0 30.0 40.0 50.0
2002
-
[Among commercial customers only]
Exposure to paid and earned media increases the likelihood that customers will obtain a copy of the guide:
Chart 54 / MD PSC / 2002 Survey of Residential and Commercial Customers
Source: RKM Research and Communications, Inc.
16.5
22.2
12.5
21.2
Percent "Obtained copy of the Guide"
Not see PR
See PR
Not see Ads
See Ads
0.0 10.0 20.0 30.0 40.0 50.0
2000
13.6
8.9
2.2
22.6
Percent "Obtained copy of the Guide"
Not see PR
See PR
Not see Ads
See Ads
0.0 10.0 20.0 30.0 40.0 50.0
2002
-
Chart 55 / MD PSC / 2002 Survey of Residential and Commercial Customers
4.13
5.54
Average Number Correct
Not obtain guide
Obtained guide
0.00 1.00 2.00 3.00 4.00 5.00 6.00 7.00 8.00
2000
Source: RKM Research and Communications, Inc.
[Revised knowledge index (1-8 scale) | among residential customers only]
3.57
5.24
Average Number Correct
Not obtain guide
Obtained guide
0.00 1.00 2.00 3.00 4.00 5.00 6.00 7.00 8.00
2002
Use of the consumer guide increases real knowledge regarding the details of electric competition:
-
Chart 56 / MD PSC / 2002 Survey of Residential and Commercial Customers
4.22
5.30
Average Number Correct
Not obtain guide
Obtained guide
0.00 1.00 2.00 3.00 4.00 5.00 6.00 7.00 8.00
2000
Source: RKM Research and Communications, Inc.
[Revised knowledge index (1-8 scale) | among commercial customers only]
3.81
5.26
Average Number Correct
Not obtain guide
Obtained guide
0.00 1.00 2.00 3.00 4.00 5.00 6.00 7.00 8.00
2002
Use of the consumer guide increases real knowledge regarding the details of electric competition: