UTILITY MARKET INTELLIGENCE CUSTOMER RESEARCH IN UTILITY MARKETS

Overall Satisfaction • 87% of ERM customers indicated they were satisfied, which is nearly

Accuracy of Your Billing • 95% of ERM customers said they were very satisfied

Billing that Suits Your Systems • 91% of ERM customers expressed satisfaction with the

Speed in Responding to Your Inquiries • Half ERM’s customers are very satisfied with

Slides: 5

UTILITY. MARKET. INTELLIGENCE CUSTOMER RESEARCH IN UTILITY MARKETS Wave 18 Findings for ERM Business Energy January 2014 © Prepared by UMI 2013 Slide 1

Overall Satisfaction • 87% of ERM customers indicated they were satisfied, which is nearly double the average of the other major retailers. While ERM customer satisfaction has decreased (Top 2 box) over the previous 12 months, this rate of decline is significantly lower than for the other retailers. % Change in Top Two Statements from UMI 2012 6% 11% 12% © Prepared by UMI 2013 Slide 2

Accuracy of Your Billing • 95% of ERM customers said they were very satisfied or satisfied with the accuracy of their billing, nearly identical to last years results. % Change in Top Two Statements from UMI 2012 1% 4% 6% 17% © Prepared by UMI 2013 Slide 3

Billing that Suits Your Systems • 91% of ERM customers expressed satisfaction with the flexibility of ERM’s billing system, easily the highest satisfaction rating of the major retailers. % Change in Top Two Statements from UMI 2012 3% 3% 10% 13% © Prepared by UMI 2013 Slide 4

Speed in Responding to Your Inquiries • Half ERM’s customers are very satisfied with the speed of response to enquiries. Conversely, only 1% of customers are dissatisfied with ERM’s responsiveness, compared with an average of 29% dissatisfaction rating for the other major retailers. % Change in Top Two Statements from UMI 2012 3% 6% 5% 11% © Prepared by UMI 2013 Slide 5