Talking Energy Customers

• Our Responsibilities
• The Issues
• 2010 Performance
• Act Responsibly
• Customers
• Customer service
• Propositions
• Vulnerable customers
• Customer Access to New Technology
• Customers and Continuity of Supply
• Reliable energy
• Low carbon society
• Environment
• Our people
• Data and Assurance
• GRI Index
• 2009 Performance
• 2008 Performance
• What We're Doing
• How we do business

2010 Performance

Customers

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Customer service

We’re continually looking to improve our service, listening to our customers to improve our systems, processes, communications and people.

Always offering more

Last year we took part in 10:10 challenge, we have launched our Energy Fit campaign along with our smart metering programme and we provide green tariffs.

Vulnerable customers

We are committed to helping the most vulnerable customers and we’ve committed to spending at least £59 million over the next 3 years on key initiatives like CaringEnergy.

Launch of IGNITE

IGNITE is our new business that will deliver the next generation of products and services to our customers providing the tools they need to reduce their bills.

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• Why is it important?
• Performance

“Without our customers, we are nothing.” These are the words of our Chief Executive to describe the importance of our customers and why they must be at the heart of our decision-making.

Put simply, our customers can vote with their feet. If they’re not happy with the products and services we provide them, if they don’t trust us, if they don’t think we listen to them, they can go elsewhere.

That’s why we continually look to put ourselves in our customers’ shoes, look at issues from their point of view and try to understand their concerns. We believe that’s nothing more, nothing less than a moral obligation, particularly in the face of a global recession that is affecting all of us.

Some of our customer initiatives

Customer Service Smart Meter Ignite

We remain committed to helping our most vulnerable customers

• We’ve committed to a 3-year spend of £59 million by 2011 in our social programmes.
• We invested over £20 million in social projects from 1 April 2009 to 31 March 2010

We want to find out what our customers really think;

• We’re engaging with customers to find out about their energy issues through our YouTube channel and Talking Energy debate
• Our net promoter scores (NPS) have improved from -21% in 2009 to -17% in 2010 illustrating our commitment to improving customer service and puts in the top two of the ‘Big Six’ energy suppliers
• 200,000 customer feedback comments have been received to date

We are anticipating our customers’ needs;

• We’ve set up Ignite, to develop, test and bring to the market the next generation of energy products and services.
• We have set up our customer panel to engage with our customers over key issues

Meet our customer needs	2010	2009	2008
Net Promoter Score Retail (%)	-17%	-21%	-
Customer accounts (number)	8.0m	7.9m	8.1m
Social spend per customer account basis[2] (£)	2.81	2.70	-

[2] These figures cover the period from 1 April 2009 to 31 March 2010 as per Ofgem reporting period. This figure is the same as being reported to Ofgem using their definition, criteria and methodology for social spends.