Lessons from Winter 2014Preparing For Winter 2015Amanda NoonanDirector, Consumer AffairsNH Public Utilities Commission

Winter 2014: Customer Experience 32% of customer

calls last winter directly related to competitive energy supply

Winter 2014: Customer Experience

Top Reasons for Calls

Pricing Variable rates Contract expirations

Lack of understanding of how competitive market works

Switching confusion

Results?

Lots of confusion and disruption for customers

Winter 2014: Customer Experience Residential and small commercial

customers have no experience with the variable nature of electric market prices

Traditionally, utility energy service has insulated them from market fluctuations Benefit and risks to competitive market

choices

Preparing for Winter 2015:Outreach and Education Outreach and Education

Competitive energy supply How it works Fixed versus variable pricing

Being Prepared for Winter Conservation information Energy efficiency Assistance programs Billing arrangements (budget billing and

extended payment arrangements)

Preparing for Winter 2015:Outreach and Education Consistent messaging to customers on

what to expect and how to prepare Coordination with electric and gas utilities Coordination with OEP

Education about electric markets and natural gas supply constraints High-level, consumer friendly