1. MEMBER SURVEYS Chris Purdy Vice President, Member Solutions

2. Approach Every 18 monthsPhone onlyStatistically valid samplePurposeful questionsACSI Score questions for benchmarking

3. Why Survey Pulse of the membership Are they satisfied? Loyal? Identify areas of improvement Benchmark against ourselves Benchmark against other cooperatives

4. Engagement Engaged Member Loyal Member MemberCustomer

5. Member Identity CustomerMember OVERALL SATISFACTION Dissatisfied (1-5)13%3% Very Satisfied (10)34%49% EXPECTATIONS Fallen Short (1-5)20%10% Exceeds (10)23%41% OVERALL SATISFACTION Very Unlikely (1-5)21%6% Very Likely (10)42%70% 5

6. Going from Good to Great 6 Percentage of respondents who gave TCEC a 10 rating on overall satisfaction 20132015

7. American Customer Satisfaction Index 7 20132015

8. 3830 68 Interest in Wind and/or Solar Products 8 Extremely Somewhat

9. Interest in Wind and/or Solar Products 9 20132015

10. Areas of Improvement 10 Work order processOutage notifications via text Identify as members, not customers

11. Next Steps 11 Focus Groups Member Identity Community Solar Younger Members LiveWire Newsletter Oklahoma Living

12. THANK YOU