Robert Gould Vice President, Marketing & Communication Nov. 14, 2013

Proprietary & Confidential Information

Outage Communications: Using Information to

Drive Satisfaction During Outages

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Agenda

• FPL overview

• Strategy and objectives

• Key findings from customer research

• Outage Communications

• FPL Power Tracker

• The future of FPL’s outage communications

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FPL serves much of the state’s coastal population, and as the state’s largest electric utility, it has a uniquely important responsibility to the grid

36 billion

assets in Florida as of June 30, 2013

$ 4.6 million

customer accounts

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74,000

miles of transmission and distribution lines

Less than

10,000

employees

1.1 million

poles

878,900

transformers

4.6 million

smart meters

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Strategy: Perform transparent, proactive, aggressive outreach with a customer focus

» 24/7 availability to

all stakeholders

» Logistic adjustments

for employees to ensure

coverage

» Coordinated, tailored,

company-wide

messaging

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OPERATIONS

GOV’T RELATIONS

CUSTOMER COMMS

SOCIAL MEDIA

PUBLIC PERCEPTION

REGULATORY

INTERNAL

COMMS INVESTORS

ADVERTISING MEDIA

WEB / VIDEO

EXECUTIVE

COMMS

COMMUNICATION

APPROACH

GOV’T RELATIONS

PUBLIC PERCEPTION

ADVERTISING MEDIA

CUSTOMER COMMS

SOCIAL MEDIA

WEB / VIDEO

INTERNAL

COMMS

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Satellite uplinks Mobile live backpacks Social media Websites Apps

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Objective: Reach as many customers as possible quickly with the information that they want to know

» Estimated time of restoration

» Cause of the outage

» How many people

are affected

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Proactively tell reliability story so that customers know that company is working hard to improve service before outages

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Proactively tell reliability story so that customers know that company is working hard to improve service before outages

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Florida Power & Light

Initial Outage Information Points Received

64%

54%

54%

37%

16%

16%

4%

2%

54%

42%

18%

24%

10%

13%

3%

3%

How long it would be before my power was back on

That work crews had been dispatched to my area

The number of customers impacted or area affected

The cause of the outage

When to call to get and update on your power

restoration time

The time the interruption began

Other

Don't know

Florida Power & Light Peer Set

Type of Information Points Provided

The estimated time of restoration was the top piece of information recalled during an outage

Source: J.D. Power & Associates, 2012 Residential Electric Utility Residential Customer Satisfaction StudySM

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Florida Power & Light

PQR Index by Source of Outage Information

PQR Index

N/A

794

749

734

706

673

667

667

661

651

578

2%

3%

6%

5%

2%

12%

47%

8%

32%

2%

510 560 610 660 710 760 810

Utility's own social media site

Utility communicated via email/text

Mobile/Smartphone application

Utility work crew

Online at utility website

Other

Nearby neighbor

None - did not get any outrage information

Radio/TV

Called the utility

Don't Know

Customer satisfaction is highest among those who received a proactive notification from the utility

Outage Channel Preferences

Source: J.D. Power & Associates, 2012 Residential Electric Utility Residential Customer Satisfaction StudySM

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Proactive Outage Notification

Residential and business customers feel FPL should provide proactive outage notification

Q5. Do you feel that FPL should proactively contact you when the power goes out at your home or business? Q6. Once your power goes out, how long should FPL wait before contacting you?

•SMB customers (n=1912)

8%

26% 22% 22%16%

4%

Less than 5minutes

Within 5 <15 minutes

Within 15 <30 minutes

Within 30 <60 minutes

Within 1 < 2hours

2 or morehours

How long after outage should FPL contact?(Among those who feel FPL should

proactively contact)

SMB Customers n=1166

•Residential customers (n=1959)

4%

18%22%

29%21%

4% 2%

Less than5 minutes

Within 5 <15

minutes

Within 15< 30

minutes

Within 30< 60

minutes

Within 1 <2 hours

Within 2 <3 hours

3 hours+

How long after outage should FPL contact?(Among those who feel FPL should proactively contact)

Residential Customers n=986

Yes, 61%No, 39%

Business

Yes, 50%No, 50%

Residential

FPL Outage Communication Research, November 2011

14 Q12. And what would be your one most preferred method? PLEASE SELECT ONE.

All outage update delivery methods are acceptable; however, text messaging is preferred

Outage Status Update Delivery Methods Among those who have either received updates or are not opposed to receiving updates

30% 28% 24% 17%

Text message Telephone call to your business

location

Telephone call to you directly (cell phone or other

alt. number)

Email

Most Preferred Delivery Method

SMB Customers n=1808

Business

38% 30%20% 13%

Text message Telephone call to

you directly (cellphone or other alt.

number)

Telephone call to

your home

Email

Most Preferred Delivery Method

Residential Customers n=1783

Residential

FPL Outage Communication Research, November 2011

Continue to explore proactive notifications and additional technologies for outage reporting and status updates

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Customer reports power outage

Opts in to outage updates

Outage Update Process

Customers can opt in to receive key outage updates

» Report an outage 24/7 online or by calling

» Confirm to receive outage updates

» Updates provided between 6 a.m. and 10 p.m. every day

» Updates initiated automatically when ticket status changes

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Specialist arrives Referred to

service center ETR update

Confirm power is back on

Outage Update Process

Customers can opt in to receive four key outage updates

» ETR update when restoration estimate changes by more

than 60 minutes

» If power restored during blackout hours, call will be

completed next day at 8:00 a.m.

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Outage Update Process

Customers can opt in to receive four key outage updates

Outage update call

Post outage call back

FPL provides approximately

1.5 million

outage updates each year

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FPL Overview

FPL uses a multi-channel strategy to drive positive customer

perceptions in reliability and outage communications

Distribution Customer Communications

» 28 city media campaign

» More than 165,000 letters

» Five infrastructure hardening media events

» Dry-run media event @ FPL Command Center

Reliability

» 450,000 letters

» 200,000 emails

» Mandated communications

» Ground straps, meters, prearranged outage

» Outbound calls

Transaction

» 1,500,000 automated callbacks

» Live callbacks as needed

» Power Tracker

» Web outage reporting system

Outage

» Reliability outlier and service recovery communications

» 56,000 letters

» 65,000 calls

» 25 community and organization events

» Transmission work and events

Outreach

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Customers can view system improvements in their neighborhoods by visiting FPL.com/maps

FPL’s online System Improvement Map communicates reliability work to customers year-round

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FPLconnect more than

30,000 Facebook likes

8,400 Twitter followers

@insideFPL

FPL launched social channels in

2009

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A collaborative approach to social media

» No silos – everyone has a role

» Social media team accountable

for closing the loop with all customer concerns

» Establish rules of engagement

» Insist that processes are followed

» Take unique situations offline

» Identify conversation patterns

» Provide easy access to information

» Stay on message

» Use the appropriate tone

» Stay within limitations

» Legal on-point for quick approval

Confirm

the issue

has been

resolved

Field & Crew

Leaders

Storm Center

Communications

Call Center

Legal

Disseminate

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Social Media team provides governance and oversight to the Customer Service team and maintains an ongoing information connection with the Media Monitoring team

Storm Social Media Model

Real-time

monitoring on top

20 mainstream

media outlets

(Tweetdeck):

» Social profiles

» Websites

Monitor / report on

FPL mentions on

key social media

platforms

» Top themes

» Trends

» Platforms with most activity

» Spikes and drivers of activity

» Sentiment analysis

» Volume

Traffic customer

questions and

concerns to CS

team

Receive and

process customer

social media

mentions

concerning:

» ETR questions

» Downed power lines

» Other concerns

Media

Monitoring

Social

Media

Customer

Service

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Our command structure has a centralized clearing house for accurate, timely information

CIT provides a

single

information

source for customers, employees, media and government officials

Customer

Service

Marketing &

Communication

External &

Regulatory

Affairs

Distribution &

Transmission

Crisis Information Team (CIT)

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Letter-to- the-editor

Blogs

Robocalls

Videos

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Letter to editors

Videos

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Letter to editors

Blogs

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Breaker Reset Video

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FPL’s Power Tracker map provides information during blue sky and storms

Report or track power outages with FPL Power Tracker

www.FPL.com/PowerTracker

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Customers can obtain the latest restoration estimates by visiting www.FPLmaps.com

FPL’s interactive, online Power Tracker Map communicates storm restoration times and important updates

Provides videos on how to use the map and what causes outages

Provides the same information as other Care Center channels, including cause, customers affected, and restoration time

Shows the percent of customers throughout the territory who have power

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FPL’s Power Tracker Map also provides information during tropical storms and hurricanes

Map continued in “storm mode” until individual ticket

management was re-established

Affected counties are shaded and individual outages are not displayed

Videos are replaced with News Alerts

Reliability Tracker is replaced with a link to FPL’s Storm Center

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Media calls about outage numbers expected to decline significantly as a result of this change

FPL continues to refine the Power Tracker Map and this month will launch outage listings at the county level

Users can now click tab to see current status of all 35 counties serviced by FPL

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FPL continues to focus on a multi-channel communication strategy for outage communications

» Develop Customer preference portal

» Explore proactive outage notifications

» Expand social media, for outage updates

» Text-based outage notifications

» Enhance outage call back

» Continue to revise times of restoration

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