Performance Dashboard - Updated May 20, 2013
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|Satisfaction Score (1 to 10)||Service Order Statisfaction|
|2011 Calendar Year||8.80||2011 Calendar Year||97.8%|
|2012 Calendar Year||8.85||2012 Calendar Year||97.5%|
|Customer Effort Score (1 to 5)||Calls Abandoned Rate|
|2011 Calendar Year||N/A||2013 First Quarter||2.1%|
|2012 Calendar Year||4.7||2012 Calendar Year||2.1%|
|Call Service Level||Capital Credits|
|2013 First Quarter||83.9%||Paid in 2012||$2,290,000|
|2012 Calendar Year||85.5%||Total Refunds (All years)||$33,000,000|
|Midwest Customers Care||Automatic Bank Draft Participants|
|Current Monthly Donors||924||2012 Average||15,254|
|Customer Contributions||$38,729||April 2013||15,792|
|Other Electronic Payments||E-Billing Participants|
|2012 Average||5,900||April 2013||1,125|
|April 2013||7,416||12-month rolling average||N/A|
|Load Management||Energy Efficiency|
|Participating Customers||370||Homes Powered by Savings||184|
|Enrolled Load||22,005 kW||Homes Heated by Savings||324|
|Percent of System Peak||6.2%||Emissions Prevented (tons of CO2/year)||3,337|
|Wind Energy (% of total)|
|12-month rolling average through March 2013||12%|
|Electric Energy Requirements||System Peak Load|
|Gas Energy Requirements|
The Satisfaction Score for the period shown is the average answer given to the question: "Please consider all your experiences to date with Midwest Energy. Using a 10-point scale where '1' means 'very dissatisfied' and '10' means 'very satisfied,' how satisfied are you with Midwest Energy?" Bellomy Research, Inc. randomly selects customers and completes 250 calls to residential customers and 150 calls to commercial customers every six months on behalf of Midwest Energy. The margin of error is +/- 4.9%.
The Service Order Satisfaction score for the period shown is the percentage of customers who answered "yes" to the question: "Were you satisfied with our performance on this job?" This survey is mailed by Midwest Energy to individual customers who report a non-outage service problem such as blinking lights, low voltage, gas leak, etc. Approximately 750 surveys per year are returned by customers, representing a return rate of about 40%. This question is included on the same survey as the Customer Effort Score question.
The Customer Effort Score for the period shown is the average score for the question: "How easy was it for you to have this problem resolved?" Answers are given on a 5-point scale where ‘1' means ‘very difficult' and ‘5' means ‘very easy'. This survey is mailed by Midwest Energy to individual customers who report a non-outage service problem such as blinking lights, low voltage, gas leak, etc. Approximately 750 surveys per year are returned by customers, representing a return rate of about 40%. This question is included on the same survey as the Service Order Satisfaction question.
The Calls Abandoned Rate for the period shown is the percentage of incoming phone calls that are abandoned by callers during normal business hours before being answered. Calls abandoned in less than five seconds are not included. Midwest Energy's target is 3.5% or less.
The Call Service Level for the period shown is the percentage of incoming phone calls that are answered by a live operator in 20 seconds or less during normal business hours. Midwest Energy's target is 85% or more.
Capital Credits are the margins remaining after deducting operating expenses from utility revenue. Since Midwest Energy is a cooperative owned by its customers, the margins are returned to customers on a 20-year cycle, with the oldest credits paid out first. Estates have the option of requesting credits earlier than 20 years, at a discount.
Midwest Customers Care provides bill payment assistance to low income customers. The program is funded by voluntary donations from Midwest Energy customers and administered by the Salvation Army. The values shown indicate the number of customers making voluntary donations last month, total donations in the most recently completed heating season, and the number of assistance grants made during the same period. Click on the myCOMMUNITY tab for more information.
Automatic Bank Draft Participants for the period shown is the number of customers who paid a Midwest Energy bill via an automatic bank draft. Automatic bank drafts are the least expensive means for Midwest Energy to receive payment and help hold down rates.
Other Electronic Payments for the period shown is the number of accounts paid with one-time or recurring payments made via electronic channels, excluding Automatic Bank Draft. These channels include Midwest Energy's website, credit cards and debit cards. These are available by clicking the "My Energy Account" login on the home page and completing enrollment. Other miscellaneous electronic payments are also included in the total.
E-Billing Participants for the period shown is the number of customers who receive paperless bills. Customers can select this option by clicking the "My Energy Account" login on the home page and completing enrollment.
Load Management results summarize Midwest Energy's efforts to reduce power costs by controlling summer peak demand of retail customers. Participating customers receive a financial incentive. Current options include the irrigation Pump Curtailment Rider (Pump$mart) and the Large Interruptible Service Rider for commercial and industrial customers that can interrupt at least 200kW of load. The “Percent of System Peak” is the subscribed load of participating customers divided by the summer peak load forecast. This value is updated annually in June.
Energy Efficiency results summarize Midwest Energy's efforts to help customers save energy. "Homes Powered by Savings" is the number of average residential customers that could be supplied with the electricity saved by conservation measures implemented to date. "Homes Heated by Savings" is the number of average residential customers whose natural gas needs could be met with natural gas or propane saved by conservation measures implemented to date. "Emissions Prevented" is the amount of carbon dioxide prevented from entering the atmosphere each year, calculated with the EPA Household Carbon Footprint Calculator. Efficiency programs include How$mart®, How$mart® Light and How$mart® GT. All values shown are based on projects completed since August, 2007.
Wind Energy results for the period shown indicates the percentage of Midwest Energy's electric energy needs for retail customers met with purchases from large wind energy contracts.
Electric Energy Requirements for the period shown indicates the amount of electric energy purchased in the wholesale market or generated by Midwest Energy to meet the needs of both retail and wholesale customers of Midwest Energy.
System Peak Load for the period shown indicates total peak electric demand measured in megawatts (MW). The value excludes the capacity requirements of wholesale customers such as municipally-owned utilities.
Gas Energy Requirements for the period shown indicates the total amount of gas moved through Midwest Energy's distribution system. It includes both sales to customers who purchase from Midwest Energy and deliveries of gas purchased by customers from third-party marketers.