Customer Requirement Study Customer Satisfaction Study : 2007 and Customer Satisfaction Study : 2007 Submitted by Metric, Pune

Objectives : To identify the attributes of relationship that are important from the Consumers’ point of view. To ascertain the current performance of TATA Power on various aspects and attributes. To benchmark the performance of TATA Power with respect to key competing organizations. To recommend action urgent attributes. To find out overall score with respect to : Loyalty, Advocacy, Overall Satisfaction

Segments Covered Residential : Industrial : Industrial HT Industrial LT 1 Industrial LT 2 Commercial : commercial HT Commercial LT 1 Commercial LT 2 Essentials (Railways) Public Utilities (MC, Govt., Semi govt.) Licensees ( Reliance ) Energy Traders Emerging and Prospective customers –SEZ, Open access Opinion Leaders

Segments Covered Competition : Residential - Reliance, BEST, MSEB Industrial LT & Commercial LT combined - Reliance, BEST, MSEB Industrial HT & Commercial HT combined - Reliance, BEST,

Overall findings of survey

Overall findings for TATA Power Overall Customer Satisfaction Index (Derived) MetriFacts MetriFacts

Overall Customer Satisfaction Index based on stated score MetriFacts MetriFacts

Overall CSI Score (Derived) Comparison for 2006 & 2007 Based on Segments MetriFacts MetriFacts

Overall CSI Score (Derived – Based on Segments) Comparison for 2006 & 2007 MetriFacts MetriFacts

Overall Loyalty and Advocacy MetriFacts MetriFacts

Segment wise Loyalty and Advocacy for 2006 & 07 MetriFacts MetriFacts

Segment wise Loyalty and Advocacy for 2006 & 07 MetriFacts MetriFacts

Loyalty and Advocacy Scores for TATA Power and Competitors 2007 Loyalty & Advocacy Scores TATA Power Reliance BEST MSEB Customer Loyalty for Discoms 8.0 6.4 6.7 Customer Advocacy for Discoms 7.7 5.8 6.6 6.5 Customer Loyalty for Industrial 8.1 6.8 Customer Advocacy for Industrial 7.9 5.9 Customer Loyalty for Essential NA Customer Advocacy for Essential 7.8 Customer Loyalty for Commercial 8.4 6.9 Customer Advocacy for Commercial 7.6 4.6 Customer Loyalty for Residential 7.4 6.1 Customer Advocacy for Residential 7.2

Loyalty and Advocacy Scores for TATA Power and Competitors 2006 Loyalty & Advocacy Scores TATA Power Reliance BEST MSEB Customer Loyalty for Discoms 7.9 5.8 7.7 4.9 Customer Advocacy for Discoms 4.8 7.2 4.3 Customer loyalty for Industrial 8.5 6.0 Customer Advocacy for Industrial 8.6 4.7 7.3 5.0 Customer Loyalty for Essential 8.4 NA Customer Advocacy for Essential 9.0 Customer Loyalty for Commercial 7.5 5.6 5.7 Customer Advocacy for Commercial 7.6 6.7 4.0 Customer Loyalty for Residential 8.2 4.5 Customer Advocacy for Residential 7.8 3.7 Essential segment is not available for competitors

Customer Dissatisfaction Index Scores for TATA Power and Competitors 2007 Customer Dissatisfaction Index (CDSI) TATA Power Reliance BEST MSEB Customer Dissatisfaction Index for Industrial 2.2 2.4 2.8 3.0 Customer Dissatisfaction Index for Commercial 1.3 6.3 NA Customer Dissatisfaction Index for Residential 2.1 5.5 4.9 4.7 Customer Dissatisfaction Index for Essential 1.6 Customer Dissatisfaction Index CDSI for discoms – licencees 0.0

Customer Dissatisfaction Index Scores for TATA Power and Competitors 2006 Customer Dissatisfaction Index (CDSI) TATA Power Reliance BEST MSEB Customer Dissatisfaction Index for Industrial 3.2 5.0 2.5 8.4 Customer Dissatisfaction Index for Commercial 3.4 3.7 3.8 16.8 Customer Dissatisfaction Index for Residential 1.7 2.6 11.0 Customer Dissatisfaction Index for Essential 1.3 NA Customer Dissatisfaction Index CDSI for Discoms – licencees 1.8

Segment wise brief findings based on index of action urgency (IAU)

Findings for Industrial HT

Findings for Industrial LT

Findings for Commercial HT

Findings for Commercial LT

Findings for Residential (Overall)

Findings for Essential

Findings for Public Utilities

Findings for Opinion Leaders

Findings for Energy Traders Sample n=5

Findings for Licensees Due to small sample size the LIMI and hence the IAU can not be calculated meaningfully. Hence, we are giving attributes based on least satisfaction index for taking action.

Findings for Licensees Atr. Code Attribute Satisfaction Index (SI) 9 Restoration during Grid Failure. 75.0 7 Quick response to queries 78.3 17 Educating community in efficient use of energy 80.0 16 Ethical and transparent dealings with all stake holders 4 Quick resolution of complaints 81.4 6 You are made aware of the shutdowns well in advance 84.3 3 Ease of registration of a complaint 85.0 15 Ease in contacting the concerned personnel 87.1 12 Your needs and requirements are well understood 88.6 13 Customer relations are well maintained

Expectations of SEZ and Open Access Customers- Emerging Segment S.N. Customer Expectations Frequency 1 Quick Response to Complaints Provision of Quick & good service 7 2 Bigger Awareness about Customers regarding problems 3 Pure electricity 4 Per unit rate should be minimum and comfortable 5 Voltage must be stable all time 6 Good staff members Proper Service must be available for networking 8 Proper Maintanance for Customers 9 Tariff reading should be Correct

Expectations of SEZ and Open Access Customers- Emerging Segments S.N. Customer Expectations Frequency 10 No extra charges includes in bill 1 11 Commercial & Technical flexibility in Time 12 They should be manage terms to govt & corporation 13 Reliable supply 14 Continuous power with reasonable rate 15 Easy contact to concern Person 16 Company must have Competitive attitude. 17 Every Two or three month person should give the visit to solve the problems 18 No Power failure in working time.

CSI Benchmarks