Role of Account Management at ERCOT 2008 ERCOT Market Participant Survey February 12, 2008

COPS Meeting Page 2 Introduction  Opinion Dynamics was contracted to conduct a primary research effort to measure Market Participant perceptions of ERCOT’s performance with respect to meeting its responsibilities.  Initial survey of 2004 was used to establish a baseline.  2006 survey was used to track against this baseline and to specific functions and issues of particular interest to ERCOT management and Market Participants.  Results of 2008 survey will allow for continued tracking against the baseline established through the 2004 survey.

February 12, 2008 COPS Meeting Page 3 Scope of Work “The scope of work for the 2008 ERCOT market participant survey effort will provide a quantitative assessment of customer perceptions of ERCOT’s performance relative to meeting customer needs, delivering market services, and providing core ISO services and compare these results to the established performance baseline.”

February 12, 2008 COPS Meeting Page 4 Survey Tasks Task 1: Convene a project kickoff meeting with key ERCOT stakeholders Task 1: Convene a project kickoff meeting with key ERCOT stakeholders (held January 22, 2008) –Confirm the mutual understanding of the specific research objectives of the 2008 market participant survey, discuss deliverables and confirm the proposed project schedule Task 2: In-depth interviews with key ERCOT stakeholders and department heads (in progress) –Review relevant sections of the survey instrument and identify revisions necessary based on specific issues or changes to systems or interactions with the market identified by the department head Task 3: Update the existing survey sample –Work with ERCOT staff to update and expand the sample of market participants that was developed and used in the 2006 survey effort Task 4: Revise the existing modular Internet survey instrument and field survey –Make the necessary revisions to the existing modular survey instrument developed for the 2006 year-end survey effort Task 5: Analyze data and develop report Analyze all quantitative data obtained and provide a final report with key findings and trend analysis to identify and explain any statistically valid differences in the quantitative results when compared to the 2004 and 2006 results Task 6: Presentation of final results

February 12, 2008 COPS Meeting Page 5 Proposed Timeline Kickoff MeetingJanuary 22, 2008 In-Depth interviews with ERCOT StakeholdersFebruary Revise sample & quantitative survey instrumentMarch – April Field survey via InternetApril – May Data analysis and reporting June – July Draft Report June 13, 2008 Final ReportJuly 11, 2008

February 12, 2008 COPS Meeting Page 6 For More Information, Contact Denise E. Taylor, Sr. Business Project Analyst, Market Operations Divisional Project Organization (512) or Dale Goodman, Director, Market Services (512) or

February 12, 2008 COPS Meeting Page 7 Questions?