2006 Customer Survey

A Presentation to the Stakeholder Advisory CommitteeNovember 1, 2006

Purpose of Survey

1. Measure the IESO’s corporate performance in customer satisfaction for 2006 and compare results to previous years

2. Assess the IESO’s relationship with its customers

3. Identify customers’ concerns and provide recommendations for improvement

Changes for 2006 Customer Survey

• A new third party firm will interview 70-80 market participants in November

• Interviews will be by phone instead of in person

• Interviews will be more qualitative than in previous years where participants ranked the IESO based on scripted statements

• Survey will allow interviewers to explore IESO relationships and market participants’ issues

• Greater focus on recommendations for how the IESO can improve customer satisfaction

Survey Sections

1. General energy sector and IESO reputation2. Quantitative questions covering topics such

as:– Relationship– Communications– Reliability– Settlements

3. Qualitative questions to reveal:– How the IESO impacts participants’ business– What participants value and how they view the

IESO’s products and services– What areas participants want the IESO to focus

on improving

Next Steps

• Interviews completed by end of November• Final report to Board in Q1 of 2007