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MEC Presentation – The Importance of Customer Feedback

MEC Presentation – The Importance of Customer Feedback. John Marshall, Executive Vice President of Utility Operations, KCP&L. The ‘new’ KCP&L. We completed the acquisition of Aquila’s Missouri electric utility business in mid-July 2008.

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MEC Presentation – The Importance of Customer Feedback

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  1. MEC Presentation – The Importance of Customer Feedback John Marshall, Executive Vice President of Utility Operations, KCP&L

  2. The ‘new’ KCP&L • We completed the acquisition of Aquila’s Missouri electric utility business in mid-July 2008. • 805,100 customers across 47 counties in MO and KS covering 17,934 sq. miles • 3,170 employees – including 920 new hires

  3. Public Opinion Research • Customer research is one way we obtain feedback from our customers. • KCP&L uses customer research to better understand our audience base and test messages specific to geographic areas within our service territory. • This specific survey was intended to assess customers’ views of KCP&L and Aquila as well as awareness of proposed acquisition.

  4. Overview of Acquisition Research • Fielded on April 1-2, 2008, in advance of MPSC hearings • Sample size (1,000 respondents) • 500 KCP&L customers • 500 adults in the Aquila service territory • 95% confidence interval; ± 3.1% margin of error • Research was conducted by a national research firm

  5. Acquisition Research Findings • KCP&L customers are very satisfied with the reliability of their electricity service • 98% say their service is reliable • Customers support KCP&L’s Comprehensive Energy Plan to meet the future energy, economic, and environmental needs of the Kansas City region • 71% feel plan is a good idea • Strong support for wind generation • Recognition of cleaner and more efficient generation as an important benefit of the plan

  6. Acquisition Research Findings • One-third of respondents (33%) were aware of the proposed acquisition of Aquila by GPE • Of those who were aware of the acquisition, there was strong support among both KCP&L and Aquila customers by a two-to-one margin • Two primary messages resonated with customers: • Acquisition will create significant operating efficiencies, resulting in $500 million in customer savings over the next 10 years • Merger of local companies will increase the likelihood that jobs will stay in the region

  7. Impact of Research • Recognized the need to increase awareness of acquisition and build on strong customer support • Launched acquisition micro-site (oneregionalutility.com) focused on stakeholder benefits • Highlighted research findings on the site • Revised our key messages, incorporating messages that resonated with customers • Specific addition was the increased focus on customer benefits • Reliability • Environmental investments • $500 million in savings through operating synergies

  8. www.oneregionalutility.com

  9. Community Events • Since the close of the transaction, KCP&L has hosted more than 50 community events in the new service territory. • The events have provided an opportunity for executive leadership to meet community leaders and share the new company’s plans, vision and community strategy. • Visits have been very well attended and have provided another vehicle for customer interaction and feedback.

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