SURVEY RESULTS Residential, Commercial, Key

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SURVEY RESULTSResidential, Commercial, Key
Builder/Developer Customers

• Results Compiled as ofSeptember, 2006

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Overview
In March of 2006, IID Energy contracted with SDS
Research to conduct satisfaction surveys among
its residential, commercial, key and
builder/developer customers Survey participants
included 603 residential, 403 commercial/industria
l, 30 key and 73 builder/developer customers
Survey was performed June 2006
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Survey Research Objectives

• Determine overall level of satisfaction
• Evaluate customer satisfaction in
• Pricing Rates
• Reliability Responsiveness
• Utility Billing
• Information
• Ease of doing business
• Reputation

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Survey Research Objectives

• Assess customer perception
• Discover familiarity with our programs, projects
  and services
• Collect suggestions and feedback

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Alert Program for Feedback
In addition to simple random sampling, SDS
provided the Alert Program in connection with
these surveys with the customers permission,
phone agents immediately communicated the concern
to IID Energy via fax or e-mail
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Overall Level of Satisfaction
RESIDENTIAL

• Overall, 96 of all customers were satisfied with
  us
• 63 of our residential customers and 55 of our
  commercial customers were very satisfied with IID
  Energy
• Only 4 of all our customers fall into
  dissatisfied categories

COMMERCIAL
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Overall Level of Satisfaction
KEY CUSTOMERS

• An average 78 of Key and builder/developer
  customers were satisfied with us
• 35 of our key customers and 44 of our
  builder/developer customers were very satisfied
  with IID Energy
• An average 11 of these customers fall into
  dissatisfied categories

BUILDER/DEVELOPER
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Residential CommercialSurvey Specifics
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Reliability
Does IID Energy Provide Reliable Service?

• 51 of our residential customers and 55 of our
  commercial customers strongly agreed that IID
  Energy provides reliable service to its customers
• An additional 40 of all customers fall in the
  mostly agree category, with only 1-2 in
  disagreement

RESIDENTIAL
COMMERCIAL
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Customer Billing Perception
Are You Satisfied with Your Billing Statement?

• Overall, IID Energy customers are satisfied with
  their bill statements 53 of our residential
  customers mostly agreed and 52 of our commercial
  customers strongly agreed
• Only 2 of all customers mostly or strongly
  disagreed

RESIDENTIAL
COMMERCIAL
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Pricing Rates
Does IID Energy offer Fair Reasonable Rates?

• 52 of our residential customers and 56 of our
  commercial customers mostly agreed that IID
  Energy offers fair and reasonable rates
• An additional 35 of all customers strongly agree
  that our rates are fair and reasonable

RESIDENTIAL
COMMERCIAL
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Customer Information
Are IID Energys Rebate Incentive Programs
Worthwhile?

• IID Energy customers think our rebate and
  incentive programs are worthwhile 94 of our
  residential and commercial customers

RESIDENTIAL
COMMERCIAL
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Ease of Doing Business
Is IID Energy Easy to Do Business With?

• IID Energy customers think we are easy to do
  business with 98 of our residential and
  commercial customers
• An average of only 2 disagree

RESIDENTIAL
COMMERCIAL
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Reputation
Is IID Energy a Well-Run Reputable Company?

• Overall, IID Energy customers think we are a
  reputable, well-run company 98 of our
  residential customers and 96 of our commercial
  customers agreed
• An average of only 3 disagree

RESIDENTIAL
COMMERCIAL
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Communications
Does IID Energy Provide Useful Communications?

• IID Energy customers think we provide useful
  communications 98 of our residential customers
  and 97 of our commercial customers agreed
• In contrast, only 36 of our customers read our
  monthly newsletter on occasion

RESIDENTIAL
COMMERCIAL
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Initiative Project Awareness
Are You Familiar with Our Projects
Initiatives?

• An average of 69 of all IID Energy customers
  were not at all familiar with our GIS, AMI, Green
  Path, and Generation Projects (El Centro Unit 3
  Repower Niland Gas Turbine Projects)

RESIDENTIAL
COMMERCIAL
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Key CustomerSurvey Specifics
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Energy Consumption History

• 55 of all IID Energy key customers were not
  interested in reviewing their energy consumption
  history
• Of the 45 who were interested, 83 preferred
  personal E-mail communication over Internet or
  in-person contact

Would you like information on your energy
consumption?
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On-Site Energy Audit

• 71 of all IID Energy customers were not
  interested in having an on-site energy audit
• 80 of the same group surveyed were not
  interested in having on-site energy audit
  program information sent to them

Is an on-site energy audit important to you?
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Rep Names and Phone Numbers

• IID Energy key customers were divided in knowing
  who their representatives name was over 65 of
  them were unaware of any phone number

Do you know your representatives name and phone
number?
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Builder/DeveloperSurvey Specifics
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Meeting Expectations

• 68 of IID Energy builder/developer customers
  felt we met their expectations and worked in a
  timely fashion

Did we work in a timely manner and meet your
expectations?
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Rating the Finished Product

• 57 of IID Energy builder/developer customers
  were very satisfied with their project, with
  another 34 of customers mostly satisfied
• Only 9 fall into dissatisfied categories

How satisfied were you with the finished
product?
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Relevant Observations

• Overall, our residential, commercial, key and
  builder/developer customers surveyed were
  satisfied with IID Energy and its operations
• Our surveyed customers seem unfamiliar with our
  projects and initiatives Imperial Valley
  customers were more familiar with projects and
  initiatives than Coachella Valley customers

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Relevant Observations

• In most cases, Coachella Valley customers who
  took the survey provided higher ratings than
  Imperial Valley customers
• The majority of our commercial and residential
  customers surveyed referred to us as IID, with
  the second most popular reference as Imperial
  Irrigation District less than 10 referred to
  us as IID Energy

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Relevant Observations

• 89 of our commercial and residential customers
  surveyed feel IID Energy actively supports the
  community
• Over 96 of our commercial and residential
  customers surveyed believe we are planning for
  the future
• Approximately half surveyed own/use a personal
  computer 68 surveyed had favorable things to
  say about our Web site

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Action Items

• Conduct next quarterly surveys
• Create new and innovative ideas to provide
  customers with better ways to receive information
  from us
• To enhance communications efforts, we should
  expand our advertising venues such as billboards,
  prime-time television and radio
• Implement customer service training
• Tailor messages to address different audience
  concerns listen and react