PrePay Online Survey Results 2014 Based on 348 responses

PrePay Online Survey

Results 2014Based on 348 responses

PrePay Survey Results

9%7%

11%2%

<1% 1% 2%5% 4%

59%

0%

20%

40%

60%

80%

100%

1 2 3 4 5 6 7 8 9 10

Satisfaction with convenience of making PrePay payments

1 = Not at all satisfied ------------------------------------> 10 = Very satisfied

Average = 8.69


12%4%

11%2%

1% 2% 2%5% 4%

58%

0%

20%

40%

60%

80%

100%

1 2 3 4 5 6 7 8 9 10

Satisfaction with prompt/helpful response to questions


Average = 8.70


11%5%9%3%

1% 1% 2% 3% 2%

65%

0%

20%

40%

60%

80%

100%

1 2 3 4 5 6 7 8 9 10

Satisfaction with how well Ozarks staff explained PrePay


Average = 8.88


16%4%

11%2%

0% 2% 1%4% 4%

55%

0%

20%

40%

60%

80%

100%

1 2 3 4 5 6 7 8 9 10

Overall satisfaction with PrePay Energy Billing


Average = 8.73


>1%

4%

14%

15%

38%

86%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Balance notifications(calls,email,texts)

www.MyUsage.com

MyUsage.com mobileapp

Automated phonesystem

Ozarks Electric rep

Facebook

Services used to monitor balance


6%

71%

23%

0%

20%

40%

60%

80%

100%

More often than beforeenrolling

Less often than before enrolling Same as before enrolling

After enrolling, how often have you needed to contact Ozarks?


5%

7%

8%

19%

19%

43%

0% 10% 20% 30% 40% 50% 60%

Automated phone sytem

Ozarks Electric offices

Online

Ozarks Electric rep(phone)

PaySite Kiosk

Smartphone app

Preferred method of adding money to account


No4%

Yes96%

Do you use alerts as part of your PrePay Energy billing service?


69%

76%

77%

77%

84%

85%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Daily balance

Low balance

Recharge

Disconnect

Pending disconnect

Reconnect

Usefulness of each type of alert

*Top Box Percentage (8-10 ratings) and Average on 10-pt scale

8.97*

8.89*

8.46*

8.42*

8.41*

7.86*


22%

31%29%

18%

0%

10%

20%

30%

40%

0-3 months 4 - 6 months 7 - 12 months More than 1 year

How long have you been enrolled in PrePay Energy billing?


5%

13%

29%

52%

0% 10% 20% 30% 40% 50% 60%

I use electricty moreefficiently than before

I use electricitysomewhat more

efficiently than before

No change in how I useelectricity

I use electricity lessefficiently than before

How has PrePay billing affected how you use electricity?


Yes 49%

No21%

Somewhat 30%

Very likely 71%

Not at all likely6%

Somewhat likely23%

Has Prepay helped you save money?

How likely would you be to recommend PrePay to a friend or relative?


Very likely 73%

Not at all likely7%

Somewhat likely20%

How likely would you be to sign up to use PrePay again in the future?


1%

2%

1%

27%

10%

60%

0% 10% 20% 30% 40% 50% 60% 70%

Single-family residence

Mobile/modular home

Multi family:Apt/condo/duplex

Vacation/seasonal

Farm

Non-residence

Which best describes your service location?


6%

21%

37%

7%

26%

3%

0% 10% 20% 30% 40% 50%

Less than high school

High schooldegree/GED

Vocational/trade school

Some college

College graduate

Graduate/professionalschool

What is the highest level of education you have completed?


15%28% 24%

16% 18%

0%

20%

40%

60%

80%

100%

1 2 3 4 5+

How many people live in your home?

Average = 2.95


16%

33%

27%

18%

6%

1%0%

0%

10%

20%

30%

40%

Under 25 25 - 34 35 - 44 45 - 54 55 - 64 65 - 74 75+

Age of primary account holder


2%

4%

6%

8%

9%

11%

11%

15%

16%

18%

0% 10% 20% 30%

White collar

Sales/service

Office

Self employed

Unemployed

Non-office hourly

Fulltime student

Manufacturing

Retired

Farmer/rancher

Occupation of primary account holder

Documents

PrePay Online Survey Results 2014 Based on 348 responses