Upload
others
View
1
Download
0
Embed Size (px)
Citation preview
Dx Customer Engagement Survey for Residential and General Service Customers
OPEN‐LINK Version final In which language do you wish to complete the survey? En quelle langue désirez‐vous compléter le sondage? English/Anglais Français/French CONFIDENTIAL INFORMATION In this presentation, “Hydro One” or “the Company” refers to Hydro One Networks Inc. and its affiliates, taken together as a whole.
Hydro One is providing the information contained in the following presentation on a confidential basis in order to solicit your feedback. The feedback from this customer consultation will be considered when making regulatory filings. Any information concerning Hydro One provided as part of this presentation should not be disclosed except as necessary within your corporation in order to provide meaningful feedback.
You should not trade in securities of Hydro One Limited or Hydro One Inc. based on any of the information contained within this presentation and should not use the information for any other purpose.
In this presentation, all amounts are in Canadian dollars, unless otherwise indicated. Any graphs, tables or other information in this presentation demonstrating the historical performance of Hydro One is intended only to illustrate past performance and is not necessarily indicative of future performance.
Forward‐Looking Information
This presentation contains “forward‐looking information” within the meaning of applicable Canadian securities laws. Forward‐looking information in this presentation is based on current expectations, estimates, forecasts and projections about Hydro One’s business and the industry in which Hydro One operates and includes beliefs of and assumptions made by management. Such statements include, but are not limited to: statements regarding how Hydro One can improve reliability and other aspects of customer service, including the status of various initiatives; the use of customer feedback from the consultation process and its impact on the Company’s investment plans; statements regarding upcoming rate applications: and statements about monthly bill impacts.
Words such as “aim”, “could”, “would”, “expect”, “anticipate”, “intend”, “attempt”, “may”, “plan”, “will”, “believe”, “seek”, “estimate”, “goal”, “target”, “project” and variations of such words and similar expressions are intended to identify such forward‐looking information. These statements are not guarantees of future performance and involve assumptions and risks and uncertainties that are difficult to predict. Therefore, actual outcomes and results may differ materially from what is expressed, implied or forecasted in such forward‐looking information. Hydro One does not intend, and it disclaims any obligation to update any forward‐looking information, except as required by law.
The forward‐looking information in this presentation is based on a variety of factors and assumptions. Actual results may differ materially from those predicted by such forward‐looking information. While Hydro One does not know what impact any of these differences may have, Hydro One’s business, results of operations and financial condition may be materially adversely affected if any such differences occur. Factors that could cause actual results or outcomes to differ materially from the results
expressed or implied by forward‐looking information are: the risk that previously granted regulatory approvals may be subsequently challenged, appealed or overturned; the risk of public opposition to and delays or denials of requisite approvals and accommodations for the Company’s planned projects; the risk that the Company is not able to arrange sufficient cost‐effective financing to fund capital expenditures; the risk that the Company may not be able to execute plans for capital projects necessary to maintain the performance of the Company’s assets or to carry out projects in a timely manner; the risk that the Company’s Board of Directors may not approve the projected expenditures; and the risk that the regulator may alter or deny approval for requested investments and recoverability in rates.
A. Are you responding to this survey as….(select all that apply) [Multi punch]
A residential Hydro One customer A seasonal Hydro One customer A small business Hydro One customer Other [IF OTHER, THANK AND TERMINATE – “Thank you for your interest, but this survey is for residential, seasonal or small business customers of Hydro One”.] [IF SELECT MORE THAN ONE ASK]
B. For the purposes of the survey, would you prefer to answer questions related to your …? (select all that apply) [Multi punch]
[PIPE IN SELECTED RESPONSES] Primary residence Seasonal residence Business
C. What are the first 3 digits of the postal code of your …? (select all that apply) [Multi punch]
[IF ONE ONLY SELECTED PIPE IN SELECTED RESPONSE, IF SELECTED MORE THAN ONE PIPE IN SELECTED RESPONSES] Primary residence [TEXT BOX] Seasonal residence [TEXT BOX] Business [TEXT BOX]
[IF RESIDENTIAL OR SEASONAL SELECTED AT QB ASK QD‐QE. IF BUSINESS WAS THE ONLY SELECTION AT QB SKIP TO QG]
D. Are you one of the individuals in your household who is responsible for paying the electricity bill for either your primary or seasonal property?
Yes No [IF NO THANK AND TERMINATE ‘This survey is intended for customers who have some responsibility for paying the electricity bill.’]
E. What is your gender? [single punch] Male Female Prefer not to say
F. Which of the following categories includes your age? [single punch] Under 18 18‐24 25‐39 40‐49 50‐59 60‐69 70 or older Prefer not to say [ASK ALL]
G. Are you or anyone in your family currently employed by any of the following types of organizations? [Multi punch]
A public relations or market research company TV, radio, magazine or newspaper publishing A company that provides electricity An energy regulator
An elected official or on the staff of an elected official None of the above [Exclusive]
H. Do you pay the electricity bill for you …...? [ROW] [Pipe in QC] [COLUMN] Directly to Hydro One Included in rent/other [IF INCLUDED IN RENT/OTHER FOR ALL THANK AND TERMINATE – ‘This survey is intended for customers who pay the electricity bill directly to Hydro One.’] [IF THE RESPONDENT SELECTED MULTIPLE RESPONSES IN B AND ONE OF THE RESPONSES WAS BUSINESS, SHOW QI, ALL OTHERS PROCEED TO Q1]
I. You indicated that you would like to respond to the survey as both a residential/seasonal customer as well as a business customer. You will have the opportunity to go through the survey twice. For the first go around, would you prefer to complete the survey as a…
Residential /seasonal customer Small business customer [IF RESIDENTIAL/SEASONAL USE THAT MARKER FOR SURVEY, IF SELECT SMALL BUSINESS USE BUSINESS MARKER FOR SURVEY] [BUSINESS ‘For the first go around, please keep your organization’s electricity services in mind, not your residential or seasonal electricity service.’] [RESIDENTIAL/SEASONAL ‘For the first go around, please keep your residential or season property’s electricity services in mind, not your organization’s electricity service.’] [Ask all]
We'll begin by showing you some information. Then we’ll ask you some questions so we understand what you value most when it comes to the level and type of service that you expect from Hydro One. Every utility in Ontario submits a rate application to the Ontario Energy Board. Hydro One’s application will outline its plans and costs to achieve particular outcomes. It will be reviewed by the Ontario Energy Board and they will decide whether the plans are sensible and in customers’ interests. The Ontario Energy Board determines what rates utilities are allowed to charge customers to recover the costs of these plans. Hydro One is currently preparing their rate application and that’s the reason why they’re asking for their customers’ opinions – to help inform the plans contained in this rate application. The application will explain the money that’s required by Hydro One in order to maintain the safe and reliable distribution of electricity.
_________________________________________________________________
As you may know, Hydro One builds and maintains power lines, towers and poles, safely delivers electricity, reads meters, calculates your charges, answers your calls, responds during outages, and clears trees and brush from power lines. Hydro One does not generate electricity or set electricity prices.
1. How satisfied are you with Hydro One overall? Very satisfied Somewhat satisfied Neither satisfied nor dissatisfied Somewhat dissatisfied Very dissatisfied
2. Is there anything in particular that Hydro One can do to improve its service to you?
[Open‐end]
3. [Info screen] The pie chart above shows a rough estimate of what Hydro One currently spends on each of its major electricity distribution investments. If you were in charge of Hydro One would you change how spending is allocated or would you keep it about the same as it now? [Single punch]
Change Keep the same Don’t know [IF CHANGE ASK Q4, OTHERWISE SKIP TO Q5]
4. What percentage would you allocate to…?
[RANDOMIZE] Keeping the system reliable (such as replacing worn out equipment, trimming trees to keep power lines clear) Restoring power after an outage Upgrading the system to connect new customers including those producing renewable energy or using energy storage Customer service and billing (such as providing customer service through your phone or online, providing tools so you can manage your energy use, ensuring accurate and timely bills)
5. Hydro One would like to better understand what is important to you as a [IF RESDIENTIAL/SEASONAL; residential or seasonal / IF SMALL BUSINESS: business customer. For each of the pairs below, please indicate which one is more important to you. [PAIRED CHOICE EXERCISE PROGRAMMING]
Reducing the number of power outages (through activities such as tree‐trimming, replacing equipment) Shortening the length of power outages (through activities such as installing remote control devices) Improving customer service and billing such as providing customer service through your phone or online, providing tools so you can manage your energy use, ensuring accurate and timely bills) Upgrading the system to connect new customers including those producing renewable energy sources and using energy storage (such as wind, solar, and electric vehicles) Keeping costs as low as possible
6. Is there anything else that is important to you? [Open‐end] The following few questions are about your experience with power outages. Please think about your experience in terms of how frequently they occur and how long they last.
7. A sustained power outage is one lasting at least 1 minute. How many
sustained power outages did [IF RESIDENTIAL/SEASONAL: you / IF BUSINESS: your business] experience in the past 12 months that you were not notified about in advance by Hydro One? Your best guess is fine. [Single punch]
None Don’t know/can’t recall [IF NONE, DON’T KNOW/CAN’T RECALL SKIP TO INSTRUCTION BEFORE Q13]
8. In general, when you think about how many power outages [IF RESIDENTIAL /SEASONAL: you / IF BUSINESS: your business] experienced over the last 12 months, how did it compare to your expectations? [Single punch]
Much better Somewhat better About what you expect Somewhat worse Much worse Don’t know
9. On average, how long did these unplanned outages last? Please answers in minutes. Your best guess is fine. [Single punch]
Don’t know/can’t recall
10. In general, when you think about the average length of the power outages [IF RESIDENTIAL/SEASONAL: you / IF BUSINESS: your business] experienced over the last 12 months, how did it compare to your expectations? [Single punch]
Much better
Somewhat better About what you expect Somewhat worse Much worse Don’t know [ASK Q11‐Q12 TO SMALL BUSINESS ONLY]
11. Thinking about the power outages your business experienced in the past 12 months, would you say they were? [Single punch]
A major inconvenience A minor inconvenience No inconvenience at all Don’t know/recall [IF MAJOR OR MINOR ASK Q12 OTHERWISE SKIP TO Q13]
12. How much, if any, would you say the outages you experienced in the past 12 months collectively cost your business? Please answer in whole dollars, do not include cents. [Single punch]
Don’t know
KEEP Q13/Q14 TOGETHER AND KEEP Q15/Q16 TOGETHER BUT ROTATE THE ORDER OF THE SETS]
13. In your view, when it comes to the average number of power outages should Hydro One…. [select one one]
[ROTATE 1 TO 3 / 3 TO 1] Reduce the number of power outages even if it results in an increase to customer bills Maintain the current number of power outages, which may result in a relatively modest increase to customer bills Allow the number of power outages to increase in order to keep costs low Don’t know
14. When it comes to the average length of power outages, should Hydro One…. [select one one]
[ROTATE 1 TO 3 / 3 TO 1] Reduce the length of power outages even if it results in an increase to customer bills Maintain the average length of power outages, which may result in a relatively modest increase to customer bills Allow the average length of power outages to increase in order to keep costs low Don’t know
15. In your view, when it comes to customer service (such as billing accuracy and answering customer questions) should Hydro One…. [Select one only]
[ROTATE 1 TO 3 / 3 TO 1]
Improve customer service even if it results in an increase to customer bills Maintain the current level of customer service, which may result in a relatively modest increase to customer bills Allow for longer wait times and poorer billing accuracy in order to keep costs low Don’t know
16. In your view, when it comes to upgrades to the system to connect new customers (including those producing renewable energy or energy storage), should Hydro One…. [select one only]
[ROTATE 1 TO 3 / 3 TO 1] Upgrade its system to allow it to increase the number new customers more quickly even if it results in an increase to all customer bills Maintain its current system and connect renewable customers as quickly as it does now, which may result in a relatively modest increase to all customer bills Allow a slowdown in Hydro One’s ability to connect renewable energy customers, in order to keep costs low Don’t know Please read the following information carefully. Feel free to re‐read the question more than once if necessary to provide a response. The percentage increases and equivalent dollar amounts shown in the next few questions are estimates and are subject to change.
17. [Info screen] Hydro One has determined that in order to at least maintain the level of reliability and customer service it currently provides, a typical [IF RESIDENTIAL/SEASONAL: residential / seasonal / IF BUSINESS: small business] customer’s total monthly bill will need to increase by [IF RESIDENTIAL/SEASONAL: 1.1% or the equivalent of $2.00/ IF BUSINESS: 1% or the equivalent of $5.20]. This increase will be applied each year for the next 5 years. By the fifth year, a typical monthly bill will be roughly [IF RESIDENTIAL OR SEASONAL $10.00 / IF BUSINESS: $26.00] higher than it is now. Please note that this increase reflects the cost to maintain the current level of reliability and
service to customers. The monthly bill could still increase for other reasons which are outside the control of Hydro One.
Would you be willing to accept this increase to maintain the current level reliability and customer service across the electricity system? [Single punch] The increase is reasonable and I would support it I don’t like it, but I think the increase is necessary The increase is unreasonable and I would oppose it Don't know [ROTATE THE ORDER OF Q18 AND Q19]
18. Would you be willing to pay anything higher than [IF RESIDENTIAL/SEASONAL: $2.00 or about 1.1.% / IF BUSINESS: $ 5.2O or about 1%] more on your total monthly bill if it meant you would have better reliability than you have now? [Single punch]
Yes Maybe No Don’t know
19. Would you be willing to pay anything higher than [IF RESIDENTIAL/SEASONAL: : $2.00 or about 1.1.% / IF BUSINESS: $ 5.2O or about 1%] more on your total monthly bill if it meant you would have better customer service than you have now? [Single punch]
Yes Maybe No Don’t know [IF RESIDENTIAL / SEASONAL ASK 20A. BUSINESS SKIP TO Q20B] 20A. Would you be willing to pay an additional [HALF OF RESPONDENTS SHOW $0.30 / OTHER HALF SHOW $0.60] per month over and above the $2.00 which
would be approximately [SPLIT SAMPLE $2.30 /$2.60 more per month if it meant that Hydro One could reduce the number and length of future power outages by 10%? The increase would be applied annually for the next five years so that by the fifth year your monthly bill will be roughly [$11.50 / $13.00 ] higher than it is now. Definitely would Probably would Probably would not Definitely would not Don’t know [Q20B SHOWN TO BUSINESS ONLY]
20B. Would you be willing to pay an additional [HALF OF RESPONDENT SHOW
$0.80 / OTHER HALF SHOW $1.60] per month over and above the $5.20 which would be approximately [SPLIT SAMPLE $6.00 /$6.80 more per month if it meant that Hydro One could reduce the number and length of future power outages by 10%? The increase would be applied annually for the next five years so that by the fifth year your monthly bill will be roughly [$30.00 / $34.00] higher than it is now.
Definitely would Probably would Probably would not Definitely would not Don’t know
Please answer a few more classification questions.
20. Which of the following best describes the area in which [IF RESIDENTIAL/SEASONAL: you live IF BUSINESS: you have your business]? [Single punch]
In a rural or country area or a reserve In a small town of less than 2,000 people
In a small town of about 2,000 to less than 5,000 people In a town of about 5,000 to 20,000 people In a town of about 20,000 to less than 50,000 people In a city of 50,000 to less than 100,000 people In a large city of 100,000 or more people [IF RESIDENTIAL CONTINUE OTHERWISE SKIP TO THANK YOU]
21. Which of the following best describes your primary residence? Select the
one which best applies. [Single punch] Single, detached or semi‐detached house Duplex, row or townhouse Apartment Condo Mobile home Other
22. What was your total household income before taxes in 2015? Please include income from all sources and count income for all people who lived in your household. [Single punch]
Less than $20,000 $20,000 to just under $40,000 $40,000 to just under $50,000 $50,000 to just under $75,000 $75,000 to just under $100,000 $100,000 or more Prefer not to answer
23. Which of the following best describes your employment status? [Single punch]
Full time employed or business owner Part time employed, non‐student Full or part‐time student, including if employed Full time homemaker and/or full‐time parent
Retired Currently unemployed, but looking for work Currently unemployed, and not looking for work Unable to work due to disability or illness Prefer not to answer
24. What is the highest level of education you have completed? [Single punch]
Less than high school or never attended school Some high school / High school diploma or equivalent Some college/university College or University degree (Associates or Bachelors) Post Graduate or professional degree Prefer not to answer
25. How many people, other than you, live in your household? [Single punch]
Adults over 18 [0‐10] Children under 18 [0‐10] Prefer not to say
26. How long have you been a customer of Hydro One? [Single punch] Less than 5 years 5 ‐10 years 10‐20 years 20 years or more Prefer not to say [IF THE RESPONDENT SELECTED MULTIPLE RESPONSES AND ONE OF THE RESPONSES WAS BUSINESS IN QUESTION B, CONTINUE, ALL OTHERS PROCEED TO THANK YOU MESSAGE] You will have the opportunity to go through the survey a second time as a [PIPE IN RESPONSE AT QO NOT SELECTED], AND LOOP BACK TO Q1 WITH THE APPROPRIATE MARKER]
[For all] THANK YOU MESSAGE: Thank you for taking part in our survey and providing Hydro One with your opinion on keeping the electricity delivery system strong and ready for the future.