© 2002 j.d. power and associates. all rights reserved 2002 electric utility residential customer...
TRANSCRIPT
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© 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
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© 2002 J.D. Power and Associates. All Rights Reserved
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
CustomerSatisfaction
Index
Power Quality& Reliability
CompanyImage
Price & Value Billing &Payment
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
CustomerSatisfaction
Index
Power Quality& Reliability
CompanyImage
Price & Value Billing &Payment
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
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© 2002 J.D. Power and Associates. All Rights Reserved
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
PowerQuality &Reliability
Overall CSI
2002
2001
2000
Interstate Power and LightPerformance Year-to-Year
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108
100
114
112
105
108
108
94
97
100
98
98
103
102
103
105
104
104
CustomerService
Billing &Payment
Price & Value
CompanyImage
PowerQuality &Reliability
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
Power Quality& Reliability
107
106
106
104
102
99
99
109
104
Alliant Energy
Duke Power
Wisconsin PublicService
MidAmericanEnergy
Xcel Energy-NSP
Wisconsin Electric
MIDWEST REGIONAVERAGE
Interstate Powerand Light Company
Wisconsin Power &Light
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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.
28% Power Quality & Reliability 109 104 +5
24% Supply electricity during very hot or very cold temperatures
8.32 8.28 +0.04
22% Provide quality electric pow er in terms of being free from spikes, drops or surges
7.96 7.75 +0.21
17% Promptly restore pow er after an outage 8.03 7.77 +0.26
16% Avoid brief pow er interruptions of 5 minutes or less
7.96 7.65 +0.31
12% Avoid lengthy outages of more than 5 minutes
7.76 7.37 +0.39
10% Keep you informed about an outage 6.71 6.59 +0.12
Mean Scores
2002 performance significantly trails 20012002 performance significantly better than 2001
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WP&L Power Quality & Reliability Performance Year-to-Year
2002 2001 diff.
28% Power Quality & Reliability 104 98 +6
24% Supply electricity during very hot or very cold temperatures
8.33 7.96 +0.37
22% Provide quality electric pow er in terms of being free from spikes, drops or surges
7.59 7.60 -0.01
17% Promptly restore pow er after an outage 7.70 7.40 +0.30
16% Avoid brief pow er interruptions of 5 minutes or less
7.69 7.34 +0.35
12% Avoid lengthy outages of more than 5 minutes
7.57 7.12 +0.45
10% Keep you informed about an outage 6.37 5.99 +0.38
Mean Scores
2002 performance significantly trails 20012002 performance significantly better than 2001
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Alliant Energy Power Quality & Reliability Performance Relative to Duke Power
Alliant Duke diff.
28% Power Quality & Reliability 107 106 +1
24% Supply electricity during very hot or very cold temperatures
75% 72% 3%
22% Provide quality electric pow er in terms of being free from spikes, drops or surges
60% 62% -2%
17% Promptly restore pow er after an outage 63% 56% 7%
16% Avoid brief pow er interruptions of 5 minutes or less
63% 63% 0%
12% Avoid lengthy outages of more than 5 minutes
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
Wisconsin PublicService
MidAmericanEnergy
Xcel Energy-NSP
MIDWEST REGIONAVERAGE
Wisconsin Electric
Interstate Powerand Light Company
Wisconsin Power &Light
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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
2002 performance significantly trails 20012002 performance significantly better than 2001
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Mean Scores 2002 2001 diff.
27% Company Image 114 109 +5
20% Being honest and ethical 7.77 7.70 +0.07
13% Their ability to effectively communicates any changes that might affect your account or service 7.53 7.45 +0.08
13% Being a leader in the industry 7.68 7.30 +0.38
12% Their efforts to operate more eff iciently 7.58 7.09 +0.49
10% Their commitment to the local community involvement and support 7.46 7.21 +0.25
9% Offering a variety of services and options 7.12 6.89 +0.23
8% Communicating how to be safe around electricity 7.92 7.79 +0.13
7% Their concern for the environment 7.68 7.35 +0.33
7% Planning for the future 7.67 7.04 +0.63
IPLCompany Image Performance
2002 performance significantly trails 20012002 performance significantly better than 2001
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Mean Scores 2002 2001 diff.
27% Company Image 105 100 +5
20% Being honest and ethical 7.29 6.90 +0.39
13% Their ability to effectively communicates any changes that might affect your account or service 7.17 7.33 -0.16
13% Being a leader in the industry 7.09 6.96 +0.13
12% Their efforts to operate more eff iciently 6.97 6.58 +0.39
10% Their commitment to the local community involvement and support 7.01 6.98 +0.03
9% Offering a variety of services and options 6.68 6.42 +0.26
8% Communicating how to be safe around electricity 7.47 7.28 +0.19
7% Their concern for the environment 6.85 6.60 +0.25
7% Planning for the future 6.95 6.54 +0.41
WP&L Company Image Performance
2002 performance significantly trails 20012002 performance significantly better than 2001
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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%
2002 performance significantly trails benchmark2002 performance significantly better than benchmark
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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 PublicService
MIDWEST REGIONAVERAGE
Wisconsin Electric
Interstate Powerand Light Company
Wisconsin Power &Light
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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$ $0
Mean Scores
2002 performance significantly trails 20012002 performance significantly better than 2001
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IPLPrice & Value Performance
2002 2001 diff.
20% Price & Value 112 104 +8
36% Total monthly cost of your electric service 6.75 6.30 +0.4526% Fairness of pricing 6.61 6.01 +0.6015% Ability of your utility to help you reduce your
monthly bill 6.50 6.33 +0.1712% Availability of pricing options that meet your
needs 6.59 6.18 +0.4111% Ease of understanding your pricing options 6.78 6.49 +0.29
Average Winter Bill 91$ 102$ ($11)Average Summer Bill 91$ 93$ ($2)
Mean Scores
2002 performance significantly trails 20012002 performance significantly better than 2001
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WP&LPrice & Value Performance
2002 2001 diff.
20% Price & Value 103 97 +6
36% Total monthly cost of your electric service 6.34 5.88 +0.4626% Fairness of pricing 6.07 5.62 +0.4515% Ability of your utility to help you reduce your
monthly bill 5.98 6.15 -0.1712% Availability of pricing options that meet your
needs 5.91 5.89 +0.0211% Ease of understanding your pricing options 6.18 5.81 +0.37
Average Winter Bill 83$ 87$ ($4)Average Summer Bill 71$ 68$ $3
Mean Scores
2002 performance significantly trails 20012002 performance significantly better than 2001
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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 %
2002 performance significantly trails benchmark2002 performance significantly better than benchmark
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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
Wisconsin PublicService
Alliant Energy
MidAmericanEnergy
Xcel Energy-NSP
MIDWEST REGIONAVERAGE
Wisconsin Electric
Interstate Powerand Light Company
Wisconsin Power &Light
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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
2002 performance significantly trails 20012002 performance significantly better than 2001
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2002 2001 diff.
19% Billing & Payment 108 103 +5
18% Accuracy of the bill 8.45 7.69 +0.7617% Length of time you are given to pay w ithout
penalties 8.10 7.76 +0.3416% Usefulness of options you have for how
you pay your bill 8.01 7.69 +0.3214% Ease of understanding the information on
your bill 7.59 7.71 -0.1214% Usefulness of the information available on
your bill 7.63 7.81 -0.1811% Ease of f inding the exact amount to pay 8.80 8.68 +0.1210% Ease of f inding the payment due date
8.66 8.63 +0.03
Mean Scores
IPLBilling & Payment Performance
2002 performance significantly trails 20012002 performance significantly better than 2001
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2002 2001 diff.
19% Billing & Payment 102 94 +8
18% Accuracy of the bill 8.17 7.03 +1.1417% Length of time you are given to pay w ithout
penalties 7.93 7.36 +0.5716% Usefulness of options you have for how
you pay your bill 7.49 7.32 +0.1714% Ease of understanding the information on
your bill 7.22 7.19 +0.0314% Usefulness of the information available on
your bill 7.21 7.45 -0.2411% Ease of f inding the exact amount to pay 8.77 8.50 +0.2710% Ease of f inding the payment due date
8.54 8.33 +0.21
Mean Scores
WP&L Billing & Payment Performance
2002 performance significantly trails 20012002 performance significantly better than 2001
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Alliant Energy Billing & Payment Performance Relative to Duke Power
2002 performance significantly trails benchmark2002 performance significantly better than benchmark
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
Wisconsin PublicService
MidAmericanEnergy
Alliant Energy
Xcel Energy-NSP
Duke Power
MIDWEST REGIONAVERAGE
Wisconsin Electric
Interstate Powerand Light Company
Wisconsin Power &Light
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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
2002 performance significantly trails 20012002 performance significantly better than 2001
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IPL Customer Service Performance
2002 2001 diff.
6% Customer Service 108 111 -3
19% Being courteous and friendly 8.23 8.46 -0.2314% Their ability to answ er question or resolve
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
2002 performance significantly trails 20012002 performance significantly better than 2001
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WP&L Customer Service Performance
2002 2001 diff.
6% Customer Service 103 108 -5
19% Being courteous and friendly 7.90 8.51 -0.6114% Their ability to answ er question or resolve
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
2002 performance significantly trails 20012002 performance significantly better than 2001
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Alliant Energy Customer Service Performance Relative to Wisconsin Public Service
Alliant WPS diff.
6% Customer Service 105 108 -3
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 %
2002 performance significantly trails benchmark2002 performance significantly better than benchmark
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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
Power Quality & Reliability
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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
Power Quality & Reliability
28%
Company Image27%
Price & Value20%
Billing & Payment
19%
Customer Service
6%
IndustryIndustry
Power Quality & Reliability
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