© 2002 J.D. Power and Associates. All Rights Reserved 2002 Electric Utility Residential Customer Satisfaction Study Cedar Rapids, Iowa August 7, 2002 Presented to Alliant Energy

© 2002 J.D. Power and Associates. All Rights Reserved 2002 Electric Utility Residential CSI Residential Study Overall Customer Satisfaction Index Midwest Region

© 2002 J.D. Power and Associates. All Rights Reserved Overall Industry Performance

© 2002 J.D. Power and Associates. All Rights Reserved 2002 Electric Utility Residential CSI Residential Index Scores Are Calculated Using New Component Weights 2002 Residential Component Weights

© 2002 J.D. Power and Associates. All Rights Reserved 2002 Electric Utility Residential CSI 5 Evolution Of Component Weights Residential Component Weights

© 2002 J.D. Power and Associates. All Rights Reserved 2002 Electric Utility Residential CSI Indices Centered At 100

© 2002 J.D. Power and Associates. All Rights Reserved 2002 Electric Utility Residential CSI 7 Previous Years’ Performance Recalculated Using New Model

© 2002 J.D. Power and Associates. All Rights Reserved 2002 Electric Utility Residential CSI 8 Overall Customer Satisfaction Index Change By State Midwest +1 South -1 East 0 West +4 Medium-Size Utilities Performance is significantly better than 2001 No significant difference 2002 Performance significantly trails 2001

© 2002 J.D. Power and Associates. All Rights Reserved 2002 Electric Utility Residential CSI 9 Historical Index Performance

© 2002 J.D. Power and Associates. All Rights Reserved 2002 Electric Utility Residential CSI 10 Historical Performance of Key Attributes ** * mean scores have been mathematically converted from a 5 point scale to a 10 point scale Rating

© 2002 J.D. Power and Associates. All Rights Reserved Alliant Energy Performance

© 2002 J.D. Power and Associates. All Rights Reserved 2002 Electric Utility Residential CSI 12 Alliant Energy Performance Year-to-Year

© 2002 J.D. Power and Associates. All Rights Reserved 2002 Electric Utility Residential CSI 13 Interstate Power and Light Performance Year-to-Year

© 2002 J.D. Power and Associates. All Rights Reserved 2002 Electric Utility Residential CSI 14 Wisconsin Power & Light Performance Year-to-Year

© 2002 J.D. Power and Associates. All Rights Reserved 2002 Electric Utility Residential CSI 15 Alliant Energy Performance versus Benchmark Set Customer Satisfaction Index

© 2002 J.D. Power and Associates. All Rights Reserved 2002 Electric Utility Residential CSI 16 Power Quality & Reliability Power Quality & Reliability

© 2002 J.D. Power and Associates. All Rights Reserved 2002 Electric Utility Residential CSI 17 # Brief# LengthyLongestPQ&R ( 5 mins.)(Hours) Index Alliant Energy Duke Power Wisconsin Public Service MidAmerican Energy Excel Energy-NSP Wisconsin Electric MIDWEST REGION AVG Interstate Power and Light Wisconsin Power & Light Frequency And Duration Outages

© 2002 J.D. Power and Associates. All Rights Reserved 2002 Electric Utility Residential CSI 18 More Alliant Energy Customers Are Trouble-Free Average Number of Interruptions and Outages Per Household Experiencing Service Problems However...

© 2002 J.D. Power and Associates. All Rights Reserved 2002 Electric Utility Residential CSI 19 Alliant Energy Power Quality & Reliability Performance 2002 performance significantly trails performance significantly better than 2001

© 2002 J.D. Power and Associates. All Rights Reserved 2002 Electric Utility Residential CSI 20 IPL Power Quality & Reliability Performance 2002 performance significantly trails performance significantly better than 2001

© 2002 J.D. Power and Associates. All Rights Reserved 2002 Electric Utility Residential CSI 21 WP&L Power Quality & Reliability Performance Year-to-Year 2002 performance significantly trails performance significantly better than 2001

© 2002 J.D. Power and Associates. All Rights Reserved 2002 Electric Utility Residential CSI 22 Alliant Energy Power Quality & Reliability Performance Relative to Duke Power 2002 performance significantly trails benchmark 2002 performance significantly better than benchmark

© 2002 J.D. Power and Associates. All Rights Reserved 2002 Electric Utility Residential CSI 23 Alliant Energy Performance in Company Image Relative to Benchmark Set Company Image

© 2002 J.D. Power and Associates. All Rights Reserved 2002 Electric Utility Residential CSI 24 Alliant Energy Company Image Performance 2002 performance significantly trails performance significantly better than 2001

© 2002 J.D. Power and Associates. All Rights Reserved 2002 Electric Utility Residential CSI 25 IPL Company Image Performance 2002 performance significantly trails performance significantly better than 2001

© 2002 J.D. Power and Associates. All Rights Reserved 2002 Electric Utility Residential CSI 26 WP&L Company Image Performance 2002 performance significantly trails performance significantly better than 2001

© 2002 J.D. Power and Associates. All Rights Reserved 2002 Electric Utility Residential CSI 27 Alliant Energy Company Image Performance Relative to Duke Power 2002 performance significantly trails benchmark 2002 performance significantly better than benchmark

© 2002 J.D. Power and Associates. All Rights Reserved 2002 Electric Utility Residential CSI 28 Alliant Energy Performance in Price & Value Relative to Benchmark Set Price & Value

© 2002 J.D. Power and Associates. All Rights Reserved 2002 Electric Utility Residential CSI 29 Alliant Customers Spend About the Region Average Reported Average Monthly Expenditures

© 2002 J.D. Power and Associates. All Rights Reserved 2002 Electric Utility Residential CSI 30 Alliant Energy Price & Value Performance 2002 performance significantly trails performance significantly better than 2001

© 2002 J.D. Power and Associates. All Rights Reserved 2002 Electric Utility Residential CSI 31 IPL Price & Value Performance 2002 performance significantly trails performance significantly better than 2001

© 2002 J.D. Power and Associates. All Rights Reserved 2002 Electric Utility Residential CSI 32 WP&L Price & Value Performance 2002 performance significantly trails performance significantly better than 2001

© 2002 J.D. Power and Associates. All Rights Reserved 2002 Electric Utility Residential CSI 33 Alliant Energy Price & Value Performance Relative to Duke Power 2002 performance significantly trails benchmark 2002 performance significantly better than benchmark

© 2002 J.D. Power and Associates. All Rights Reserved 2002 Electric Utility Residential CSI 34 Billing & Payment Alliant Energy Performance in Billing & Payment Relative to Benchmark Set

© 2002 J.D. Power and Associates. All Rights Reserved 2002 Electric Utility Residential CSI 35 Alliant Energy Billing & Payment Performance 2002 performance significantly trails performance significantly better than 2001

© 2002 J.D. Power and Associates. All Rights Reserved 2002 Electric Utility Residential CSI 36 IPL Billing & Payment Performance 2002 performance significantly trails performance significantly better than 2001

© 2002 J.D. Power and Associates. All Rights Reserved 2002 Electric Utility Residential CSI 37 WP&L Billing & Payment Performance 2002 performance significantly trails performance significantly better than 2001

© 2002 J.D. Power and Associates. All Rights Reserved 2002 Electric Utility Residential CSI 38 Alliant Energy Billing & Payment Performance Relative to Duke Power 2002 performance significantly trails benchmark 2002 performance significantly better than benchmark

© 2002 J.D. Power and Associates. All Rights Reserved 2002 Electric Utility Residential CSI 39 Customer Service Alliant Energy Performance in Customer Service Relative to Benchmark Set

© 2002 J.D. Power and Associates. All Rights Reserved 2002 Electric Utility Residential CSI 40 An Average Number Of Alliant Energy Customers Have Called... Percent Of Customers Calling Utility

© 2002 J.D. Power and Associates. All Rights Reserved 2002 Electric Utility Residential CSI 41 Alliant Energy Customers Call Somewhat Less Often Than Average Average Number of Calls Per Customer

© 2002 J.D. Power and Associates. All Rights Reserved 2002 Electric Utility Residential CSI 42 Alliant Energy Customers Report Short Hold and Talk Times Average Hold & Talk Times (minutes)

© 2002 J.D. Power and Associates. All Rights Reserved 2002 Electric Utility Residential CSI 43 Customer Service Calling Profile for Alliant Energy % Have Called40%40%38%34% Avg. # of Calls % handled by ATRS39%26%30%28% Reason for Call Power Outage/Problem43%44%40%39% Follow-up on Outage/Problem4%3%3%1% Billing Problem or Inquiry20%26%22% Payment Problem or Inquiry9%7%11% Make an appointment for service7%4%6%1% Make a change in my account10%4%8%12% Energy efficient programs1%4%3%4% General Information9%3%3%3% 25%

© 2002 J.D. Power and Associates. All Rights Reserved 2002 Electric Utility Residential CSI 44 Alliant Energy Customer Service Performance 2002 performance significantly trails performance significantly better than 2001

© 2002 J.D. Power and Associates. All Rights Reserved 2002 Electric Utility Residential CSI 45 IPL Customer Service Performance 2002 performance significantly trails performance significantly better than 2001

© 2002 J.D. Power and Associates. All Rights Reserved 2002 Electric Utility Residential CSI 46 WP&L Customer Service Performance 2002 performance significantly trails performance significantly better than 2001

© 2002 J.D. Power and Associates. All Rights Reserved 2002 Electric Utility Residential CSI 47 Alliant Energy Customer Service Performance Relative to Wisconsin Public Service 2002 performance significantly trails benchmark 2002 performance significantly better than benchmark

© 2002 J.D. Power and Associates. All Rights Reserved 2002 Electric Utility Residential CSI 48 HighMediumLow IMPORTANCE TO CUSTOMER PERFORMANCE RELATIVE TO Benchmark SET Below Competitor Average Equal to Competitor Average Above Competitor Average Priority 1 (Eliminate Critical Weaknesses) Priority 2 (Exploit High Potential Opportunities and Eliminate Less Critical Weaknesses) Priority 3 (Pursue Areas of Moderate Potential) Priority 4 (Limited Leverage Opportunities) Company Image Price & Value Billing & Payment Customer Service Alliant Energy’s Prioritized Improvement Opportunities Based On Performance vs. Benchmark Set Power Quality & Reliability

© 2002 J.D. Power and Associates. All Rights Reserved 2002 Electric Utility Residential CSI 49 Alliant Energy Performance versus Benchmark Set By Attribute Alliant Energy performance is significantly better than Benchmark set Promptly Restoring Electricity Supplying Electricity Avoiding Lengthy Outages Outage - Provide Accurate Info. Planning for the Future Concern For The Environment Accuracy of Bill Ability to Help Reduce Bill CSR-Resolves Prob./Answers Question Commitment to the Local Community Avoiding Brief Interruptions Efforts To Operate More Efficiently CSR-Time Needed to Answer Questions Fairness of Pricing Offer Variety Of Services/Options Convenience of Customer Service Hours Length Of Time Given To Pay Bill Total Monthly Cost Of Service Usefulness Of Options To Pay Bill Promptness In Speaking To Rep. Communication of How to be Safe CSR-Having Sufficient Knowledge CSR-Demonstrate Care/Concern CSR-Listening to You Availability Of Pricing Options Being Honest And Ethical Ease Of Finding Amount To Pay Leader In The Industry Provide Quality Electric Power CSR-Courteous and Friendly Ease Of Finding Payment Due Date Usefulness of Information on Bill Ease of Understanding Pricing Options Effectively Communicating Changes Ease Of Understanding Info. On Bill Alliant Energy performance significantly trails Benchmark Set

© 2002 J.D. Power and Associates. All Rights Reserved 2002 Electric Utility Residential CSI 50 49% of Alliant Energy customers recall seeing, hearing, or reading advertisements.

© 2002 J.D. Power and Associates. All Rights Reserved 2002 Electric Utility Residential CSI 51 Alliant Energy’s Television Advertisements Are Most Effective

© 2002 J.D. Power and Associates. All Rights Reserved 2002 Electric Utility Residential CSI 52 Alliant Energy Component Weights Alliant Energy Industry

© 2002 J.D. Power and Associates. All Rights Reserved 2002 Electric Utility Residential CSI 53 Frequency And Duration Outages Year-to-Year The frequency of outages... Interstate Power and Light Wisconsin Power & Light