3rd Annual Study, copyright 2001 Simul 1 Utility Service Quality An advisory services company specializing in Customer Satisfaction An advisory services company specializing in Customer Satisfaction Voice of the Customer Benchmarking Study February/March 2001

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3 l Simul Corporation, specialists in Customer Satisfaction, provides industry expertise in the areas of Customer Focused Marketing, Customer Response Management and Customer Service Excellence. l The company provides strategic and operational assistance to utilities, electrical distributors, electrical manufacturers, and others. l The mission of Simul Corporation, is to help companies attract and retain more Customers. About Simul Corporation… 8 Main Street North Markham, Ontario, Canada L3P 1X2 Tel: Toll free: Fax:

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3rd Annual Study, copyright 2001 Simul 12 The investment will provide following: l A pre-survey consultation to determine survey design and customer selection procedures l Service Quality Measurement Group (our research partner) will conduct 400 telephone surveys of customers who have recently called their utility l SQM andSimul will do detailed analyses of customers’ findings l Simul will provide participants with their specific utility service quality report and a benchmarking report that compares their utility performance to other utilities. l NOTE: Taxes, if applicable are additional. Clients are encouraged to take advantage of on-site de-briefing of results, additional fees are travel related only. Benchmarking Study Investment… Your personal contacts:SidRidgley or Ann Larsen, Simul Corporation Tel: or