Interim Survey Results August 2012

Survey Overview  Date of survey: July 18, 2012 – August 6, 2012  300 participants  52 completed  17.3% response rate

Enrollment Numbers

Demographics of All Participants

Likelihood of recommending OG&E On a scale of 0-10, how likely are you to recommend OG&E to family and friends? Net Promoter Score

Likelihood of recommending Pay-As-You-Go How likely would you be to recommend OG&E’s Pay-As-You-Go program to a friend or family member? Net Promoter Score

Ease of Signing Up Please rate the ease of signing up for the Pay-As-You-Go program. Scale of 1-10 (Extremely Difficult – Extremely Easy) Average Rating

It’s Great to Pay on Your Own Schedule Why did you sign up for the Pay-As-You-Go program? (select all that apply) Which of these is the main reason you signed up for the program? Percent of Respondents

Top Reasons by Income Level Higher Income Be part of a study Pay in incremental amounts Middle Income Avoid an upfront deposit Pay on my own schedule Lower Income Convenience Pay in incremental amounts

Have You Ever Felt Inconvenienced?  Money goes too quickly; having to keep up with making payments  Felt they were paying more than on traditional billing plans Of the 25% that said yes, these were the main reasons why:

Compared to Conventional Billing In your opinion, how does the Pay-As-You-Go program compare to the conventional one-monthly billing statement?

MyUsage Web Portal 73% said they utilize the website 74% said the online tool was helping them better manage their energy usage

Ease of Navigating the MyUsage Web Portal

How do Customers Check Their Balance?

How Else do You Use Pay-As-You-Go?

Positive Feedback “I like the flexibility and knowing that I can put money towards my bill at anytime and that I wont have a surprise big bill at the end of the month that I have to try and pay.” “Great program. More flexible and I feel that I'm in control rather than being at the mercy of some anonymous corporation.” “I am so enjoying this program and really want to continue. It has been so helpful in every way managing my bill and usage. Thank You, OG&E !!!”

Negative Feedback “It would be nice to be able to go from Pay-As-You-Go to traditional billing and pay out the deposit rather than having to pay it up front if the Pay-As-You-Go isn't working. I think the Average Billing program is better.” “I am not overly sold on the charges and the explanations.” “The program is confusing: Not enough material explaining it from the beginning; no material sent to show how you're using the energy; nothing sent with an online activation code so you can pay your bill online; different website rather than a link from the main site is given when you activate the program/account.”

Overall Feedback

Lessons Learned  One-site program  Customers really expressed their desire for one website where they could do everything: make payments, check account balance, monitor usage, and manage alert notifications settings.  Better education  We need to provide better instruction on how the program works. It is confusing to customers. We also need to emphasize the fact that, while they are avoiding the deposit now, if they ever decide to get off the program, they will be expected to pay the deposit.