ENMAX - GRI / G3 Indicators: Product Responsibility


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GRI / G3 Indicators: Product Responsibility

*Item descriptions are presented in abbreviated form. Full descriptions of these items should be viewed in their entirety for proper context and interpretation. These may be viewed on-line at http://www.globalreporting.org

GRI/G3
Indicators

Item
Description*

ENMAX Performance Measures

PR5

Practices related to
customer satisfaction

ENMAX conducts customer satisfaction surveys in its two main areas of customer service: power services (transmission and distribution) and retail energy.

ENMAX Power Corporation Customer Satisfaction Survey

Methodology: Based on ENMAX's annual Customer Satisfaction Research with Calgary residential customers. Each year, a total of 400 ENMAX residential customers in the city of Calgary are randomly selected to participate in the survey, administered through a telephone interview conducted by Ipsos-Reid on behalf of ENMAX. (In 2007, interviews were conducted between November 21 and December 2, 2007.) The margin of error for the survey is +/-4.9%, 19 times out of 20.

Results:

Overall Satisfaction

Satisfaction with the overall service provided by ENMAX Power in the past six months remains strong with 87% satisfied
- This is consistent with results from both 2006 (86% satisfied) and 2005 (87% satisfied)

Satisfaction with ENMAX Power Employees

Just over one-quarter (28%) of ENMAX Power customers say they have had contact (either in-person or by phone) with ENMAX Power employees in the past twelve months
- Most of these customers (85%) are satisfied with ENMAX Power employees being friendly and courteous during these interactions

Trust in ENMAX Power

Virtually all customers (98%) indicate they trust ENMAX Power to effectively maintain their wires and prevent reliability problems
- Almost two-thirds (64%) say they have a great deal of trust, while another 34% say they have a moderate amount of trust in ENMAX Power
- While the overall level of trust in ENMAX Power is unchanged versus last year, there has been a significant increase in those saying they have a great deal of trust (64% versus 56% in 2006).

Reliability

Almost all (95%) of ENMAX Power customers are satisfied with the overall reliability of the electricity they receive, including 76% who are very satisfied

This represents a marginal increase in satisfaction compared to last year (in 2006, 91% were satisfied, with 70% very satisfied)

ENMAX Energy Corporation Customer Satisfaction Survey

Methodology: Based on an online survey conducted with a random sample of EasyMax customers in the city of Calgary and the Edmonton area (Edmonton, St. Albert and Sherwood Park). More than 400 customers in each market completed the survey. (The Calgary survey was conducted between November 12-19, 2007; the Edmonton area survey was conducted between February 2-11, 2008.) The margin of error for each survey is approximately +/- 4.8%, 19 times out of 20.

Results:

Satisfaction with EasyMax

The large majority of customers (95%) indicated they were likely to recommend the EasyMax program to a friend or colleague
Nearly all customers (98%) expressed satisfaction with the EasyMax program overall.

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Organizations Supported in 2007: Imagine Canada Criteria