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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

MEC Presentation – The Importance of Customer Feedback

John Marshall, Executive Vice President of Utility Operations, KCP&L


Mec presentation the importance of customer feedback

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


Public opinion research
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.


Overview of acquisition research
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


Acquisition research findings
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


Acquisition research findings1
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


Impact of research
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



Community events
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.