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1997 GAS CUSTOMER RESEARCH PROGRAM. s , ,� �. � '�" �', � � � �� CLEARWATER GAS SYSTEM � Interoffice Correspondence Sheet ` � �� .-� �� 9�� '` p� i% ;' 9��s;;�^� k��,�ir'.�. TO: Betty Deptula, City Manager � "� FROM: Chuck Warrington, Gas System Managing Director � COPIES: Kathy Rice, Deputy City Manager; Bob Keller, Assistant City Manager/ Economic Development; Cindy Goudeau, City Clerk; Margie Simmons, Finance Director; John Scott, Assistant Finance Director/UCS; Jim Lewin, Assistant Director of CGS/Gas Marketing & Planning; CGS Management Team (attachment report to Lead Team members only) SUBJECT: Market Research Results DATE: June 3, 1997 �j,�v��-- Research was con'racted through Peak Barr Petralia Beity, Inc. (PBPB), the City's advertising agency of record, to conduct market research for Clearwater Gas System (CGS1. The study examined customer's attitudes toward gas, their awareness of gas in Pinellas County, and measured their satisfaction with CGS's services. Data collection was completed during the month of March and consisted of two focus groups and 400 telephone surveys. The report is attached, and highlights of the findings are as follows. CGS's residential customers made up one focus group and were surveyed by telephone as well. Telephone surveys were conducted with 311 residential customers. Discussion centered around satisfaction with existing services, perceptions about gas in general and Clearwater Gas System specifically, and improvements that would increase the perceived value of their gas service. Commercial customers were also surveyed by telephone with 89 commercial customers contacted. General satisfaction and awareness were the topics of this survey also. The other focus group consisted of non-customers who reside on streets where natural gas service is available. Awareness was measured, attitudes toward gas were explored and an examination of general customer service issues rounded out the discussion. Perceptions about gas were very positive overall. Concerns about safety were raised by focus group members, however, 94.8% of telephone survey participants stated that they believe gas is a safe product. Cost was indicated as a major barrier to contracting for gas service, followed by lack of knowledge. We were pleased to learn that many participants � knew that CGS was owned by the City, and perceived that as an advantage. Awareness of CGS marketing programs was low among focus group members; however, 65% of those surveyed by telephone have heard of CGS's Energy Conservation Allowance program. Reaction to CGS's new trio of marketing brochures, presented to non-customers in the focus group session, was very favorable. ..... ��l��_�t ��.. ,`r+5 5..,.�r^ .,.K�,.r�.. . 0 Betty Deptula, City Manager Market Research Results ... ' i.�' . �i'!► . • w,:'�� . . . _- • - June 4, 1997 Page 2 Focus group participants were asked to define their expectations regarding customer service. Key words from these descriptions provided the basis for questions administered in the telephone surveys regarding the service provided by CGS and Utility Customer Service (UCS). Combined satisfaction ratings, based on averaged key factors indicated by telephone survey respondents, are as follows: CGS Service & Repair CGS Installation CGS Construction CGS Showroom Representatives CGS Sales Representatives Utility Customer Service ��1 87.0% 86.7% 84.2% 80.6% 76.2% 56.5% ��'.l 9.9% 13.3% 15.9% 11.3% 11.7% 22.4% The number one change suggested by both residential (21.7%) and commercial (28.6%) customers to improve CGS was to become more customer service oriented. The findings also indicate a strong opportunity for CGS with regard to natural gas air conditioning. While awareness was low, high levels of interest were demonstrated by both focus group and survey participants. CGS Marketing personnel will meet with PBPB to explore how we might tailor advertising and promotional plans, based on these findings, to increase our customer's satisfaction with and awareness of CGS services. We will use this survey to establish benchmarks and goals for FY 97/98. Immediate action will include modifying our new customer survey to track data common to the telephone survey administered by Bordner Research and implementing a team with UCS to address the customer service issues raised and address any UCS training needs. CGS Marketing & Sales and CGS Training Sections will develop programs promoting gas safety and safety awareness for existing customers. Also, future advertising and promotional activities will reflect many of the issues raised by both customers and non-customers in the research. Overall, we are very pleased with the survey results and the opportunity to increase gas saturation with improved communications and programs. If you need any additional information on this or would like to discuss this further, please call me. CSW/JL/MB Attachment 1997 GAS CUSTOMER RESEARCH PROGRAM Prepared For: The Clearwater Gas System Clearwater, Florida Prepared By: Bordner Research, Inc. 2535 Landmark Drive, Suite 109 Clearwater, FL (813) 797-6552 May 1997 � :.a � � � ' '. � TABLE OF CONTENTS Pacre PREFACE . . . . . . . . . . . . . . . . . . . . . . . . . . . ii 1997 GAS FOCUS GROUPS . . . . . . . . . . . . . . . . . . . . . 1 Background. . . . . . . . . . . . . . . . . . . . . . . . 2 Attitudes Toward Gas . . . . . . . . . . . . . . . . . . . 2 CGS Image And Awareness . . . . . . . . . . . . . . . . . 9 Customer Service . . . . . . . . . . . . . . . . . . . . .18 Other Key Findings . . . . . . . . . . . . . . . . . . . .21 1997 CGS RESIDENTIAL CUSTOMER SURVEY . . . . . . . . . . . . .30 Background. . . . . . . . . . . . . . . . . . . . . . . . . 31 Attitudes Toward Gas . . . . . . . . . . . . . . . . . . .32 Gas Safety . . . . . . . . . . . . . . . . . . . . . . .39 Gas Usage And Appliance Satisfaction . . . . . . . . . . .46 Appliance Replacement . . . . . . . . . . . . . . . . . .61 Gas Air Conditioning . . . . . . . . . . . . . . . . . . .67 CGS Service Awareness . . . . . . . . . . . . . . . . . .72 CGS Installation And Construction . . . . . . . . . . . .80 CGS Sales Representatives . . . . . . . . . . . . . . . .89 CGS Service And Repair . . . . . . . . . . . . . . . . . .99 CGS Appliance Showroom . . . . . . . . . . . . . . . . . 105 Utility Customer Service . . . . . . . . . . . . . . . . 116 OtherIssues . . . . . . . . . . . . . . . . . . . . . . 123 Overall Satisfaction . . . . . . . . . . . . . . . . . . 132 Respondent Profile . . . . . . . . . . . . . . . . . . . 139 1997 CGS COMMERCIAL CUSTOMER SURVEY . . . . . . . . . . . . . 140 Background. . . . . . . . . . . . . . . . . . . . . . . 141 Attitudes Toward Gas . . . . . . . . . . . . . . . . . 142 Gas Usage And Appliance Satisfaction . . . . . . . . . . 148 Gas Air Conditioning . . . . . . . . . . . . . . . . . . 160 CGS Service Awareness . . . . . . . . . . . . . . . . . 166 CGS Service And Repair . . . . . . . . . . . . . . . . . 172 Other Programs And Issues . . . . . . . . . . . . . . . 181 Overall Satisfaction . . . . . . . . . . . . . . . . . . 192 Respondent Profile . . . . . . . . . . . . . . . . . . . 196 CONCLUS I ON . . . . . . . . . . . . . . . . . . . . . . . . . 2 0 0 - i - � �� - -. � PREFACE Recognizing that informed decision-making affords the best opportunity to achieve strategic objectives, the Clearwater Gas System commissioned Bordner Research to conduct a baseline research program with its customers. The basic purposes of the research were to determine consumer attitudes toward gas use and customer satisfaction with CGS products and services. The ulti- mate goal was to provide CGS with data that would assist its cus- tomer expansion and retention efforts. Both qualitative and quantitative research techniques were used to study the issues. In March 1997, two focus groups were con- ducted. One group was composed of current CGS residential cus- tomers. The other focus group was composed of non-customer single family homeowners who reside in CGS's available service area. . Using the insights gained from the focus groups, two quantitative surveys were conducted in April 1997. The Residential Customer Survey was conducted with current residential customers of CGS. The second survey, The Commercial Customer Survey, was conducted with commercial business customers from four targeted high gas use industries. Bordner Research is grateful to the many Clearwater Gas System customers who took part in the research program. Without their cooperation and willingness to take the time to openly discuss relevant issues, the quality of the final research product would have suffered. - ii - � � �� ' '. � I 1997 GAS FOCUS GROUPS Prepared For: The Clearwater Gas System Clearwater, Florida Prepared By: Bordner Research, Inc. 2535 Landmark Drive, Suite 109 Clearwater, Florida 34621 (813) 797-6552 May 1997 - 1 - �� - -. � BACKGROUND On March 25, 1997 Bordner Research conducted two focus groups on behalf of the Clearwater Gas System. One group was composed of current customers of CGS; the other was composed of non-customers who reside in CGS's available service area. One participant in the customer group was currently in the process of initiating new service to her residence, but actual installation had not occurred at the time of the focus group. One participant in the non-customer group was using propane supplied by a competitor; all others in this group were not currently using gas at their residence. Both groups represented a mix of ages, genders and lifestyles. With the exception of one renter in the customer group, all participants in both groups were single family home- owners. Approximately one-half of each group had experience with natural and/or propane gas at a previous residence. The primary purposes of the groups were to explore attitudes related to natural gas and perceptions of the Clearwater Gas System, and to identify barriers to and facilitators of gas usage. Data from both groups was used also to form the basis for structuring questions for a quantitative survey of customers. The letters C and NC are used throughout the report to identify customer and non-customer quotes, respectively. ATTITUDES TOWARD GAS Gas is less expensive to use than electricity. All participants in both groups agreed that the biggest advantage of gas usage was "cost savings." Interestingly, no participant was able to delineate the percentage cost savings one obtains by using gas instead of electricity. Many customers expressed the belief that savings with gas are not as substantial as they used to be because "rising gas prices and additional charges have narrowed the savings gap with electricity. One non-customer suggested that savings with gas may not be "real" given that you still have to use electricity to run some gas appliances. C We brought natural gas in because we would save money in the long haul. NC If I were selling gas, I'd sell it on the basis of substantial cost savings. C Eventually I will convert all my basic appliances to gas ... for the savings. - 2 - � � � �� ' �: � NC I've had no real experience with gas myself but I've heard from lots of people it is cheaper to use. NC Gas air conditioning seems to be much more efficient and less costly. I've lived in several houses and put in brand new gas heaters and air conditioners ... taken out good electric ones and put in gas ones. The dif- ference was incredible. Gas was so much cheaper. C I expect that I'm saving but I really haven't researched what percentage savings I'm getting. NC If you could save 25 to 30$ on your electric it would be significant enough to consider conversion to gas. NC When I used to use gas I think I saved about 25 to 30$ on my electric bill. I don't know what you would save today but I think you would save something. C I think the savings is about 20� or more ... but I really don't know. A 20� savings is good enough to encourage you to convert more things to gas. C We've been concerned about the price ... it seems like it has gone up so much that there is not a substantial savings over electricity anymore. C I've noticed over the years gas has definitely gone up. Thirteen years ago there was a substantial savings with gas. I don't think that is true today. Our heating bill this year wasn't much different than my neighbor who has electricity. C I think the price of gas is going up and is catching up with electricity. C I've heard from people who have transferred from electric to gas that they barely notice any difference anymore ... gas has jumped up in price. C Part of the problem causing reduced savings is that monthly service charge. It started off at $1 a month ... it jumped to $5 per month ... and now it is $6 per month whether you use Qas or not. That adds up. NC You save something with gas but it is not as big a savings as it sounds like because you still have to use electricity. The furnace fans run on electricity. Whenever the heat comes on, the fan is on and you're using electricity. - 3 - � r� � � ' '. � I Many gas applisnces outperform comparable electric appliances. Al1 customers and non-customers who had previous experience with gas seemed to agree. The "best" gas appliances identified by group members were stoves, water heaters, furnaces and clothes dryers. C I like cooking on gas ... I do a lot of cooking. C I see no disadvantages with gas cooking ... if you really want to control your heat, it's the way to go. C Gas is an easier method of cooking because of the heat ... you get instant heat and you can control the temperature. NC It's great for cooking ... when you turn it off, it's off and there is no heat. It's not like electric where it takes forever to cool and you have to take your pot and move it. NC I absolutely refuse to cook since I don't have gas. If I can't cook with gas, I'm not cooking! I don't even boil water anymore! NC Gas is hotter and quicker. You get hotter heat with gas than you can with electricity ... a lot hotter. I don't know what the temperature is but I know it is a tremendous difference. C A gas water heater is second to none ... the hot water is there all the time. NC I think one of the best gas appliances is the water � heater. They are quiet and energy efficient. They don't take much to heat up and they cost less to heat up. C A gas furnace is great ... there are fewer moving parts in a gas furnace. If you like a warm house in the winter, gas is the way to go. NC I think a gas dryer is great ... it's faster and hotter. C I'm disappointed in my gas dryer. It seems to be more expensive and the clothes seem to have an odor. I don't really hear others complain about their gas dryers. It's probably that my dryer is not right some- where. I've suspected that for years but I've never pursued it. - 4 - � �,:y � � � - -. � I Natural gas is generally preferred over propane gas and oil. Major objections to propane identified by group members were expense and "unsightly tanks." Oil was generally perceived as "dirty." C If I couldn't have natural gas I'd take propane... but as soon as natural was available in my area, I'd switch to natural. Propane is better than electric, but natural is better than propane. NC Propane is more expensive than natural. I'd prefer natural but I'll take propane any day over electric. C I live in Morningside and they were putting the mains all through our area. I had the line brought into my home because I wanted to get rid of that propane tank that I had. I didn't like the propane tanks out there to be.gin with ... and they charged $5 a month just to rent the tank whether you used any gas or not. We thought by going natural we could get rid of the unsightly tank and save money. C Oil to me is dirty. I prefer gas. C We converted to gas (from oil) because gas was there all the time. Oil is a nuisance because it has to be refilled. Oil can get expensive if there is an energy crisis. And oil to me is dirty. It has an odor that you don't get with gas. NC You get a lot of soot with oil. Give me anything but oil. Perceptions of gas as a clean burning fuel are mixed. While many participants thought gas was a clean burning fuel, approximately one-fourth of each group did not feel it was as clean burning as electricity for some applications inside the home. Several in each group suggested gas was "cleaner for the environment." C I think gas is clean burning ... just as clean as electricity and a lot cleaner than oil. NC I think it (gas) burns clean. I've never heard it is not clean. C I've never heard that gas is dirtier before. I've never even thought about it. This is news to me if it is dirtier. I certainly haven't noticed it. NC When I used gas before I never thought of it as being unclean. Electricity certainly is clean too. - 5 - � �� ' '. ♦ C We put a gas fireplace in our house a few years ago and we had a lot of soot ... something we did not expect. The gas didn't burn as clean as we thought. This was in a normal wood burning fireplace with the flue open. Maybe there was a construction problem with the fireplace ... I don't know. But we had soot all over the ceiling and on the walls and curtains after several week of use. We cleaned everything up and haven't used the fireplace since. Maybe it was the unit itself and not the gas in the fireplace. C We have gas heat and it seems to be dirtier than electric heat. The walls tend to get more discolored than with electric. It's not that much different than with electric, but it is just enough to be noticeable. I remember my mother telling me gas is dirtier. NC I would imagine that electric is cleaner than gas. I don't know why I say that, but it just seems like it. NC Gas is not clean by no means. You get that flame high enough and it turns your fans ... and pots black. There is a certain amount of charcoal smoke coming off that gas flame. NC I think electric is a little cleaner. C You have to burn a lot of coal to make electricity ... and so it is pretty polluting. NC I personally think gas is better for our environment. i think what we are doing with the nuclear power plants and with coal burning is creating all kinds of pollutants. I'd much rather see people use gas. Safety concerns are a paramount issue in gas usage. All participants who had never used gas before indicated they were "afraid of gas and fearful of an explosion. Even those who used gas in the past and/or are currently using gas stated that safety is always in the "back of their mind." Several non-customers suggested that when one uses gas in addition to electricity one has actually compounded their risk of hazard. NC I just don't trust gas ... I'm afraid of it. You can blow up a lot easier than with electricity. NC With gas there is always the possibility of an explo- sion. NC There was some news a couple of years ago about a house in Largo that blew up. It just adds to your fears of gas. I know I used to freak out when the pilot light :� � �� ' �: � went off when we had gas before. C The one thing that bothers me with gas is the possi- bility of an explosion. It is always in the back of my mind. Once we had an outside leak in a galvanized pipe and they changed it. I got to thinking about all that pipe running down the street and across neighbors' yards. I've often thought ... goodness, you read about explosions up north. C When you have small children and that little pilot light going ... you have to be concerned about safety. I don't know that gas is really dangerous but it is certainly something in the back of my mind. C I want to know that the those underground pipes most explosions occur . think about that a lot. gas company is inspecting all periodically . . that's where .. rather than in the home. I C Under normal everyday use gas is not dangerous. I'm more concerned about electricity and wires and power surges than I am about a gas explosion. But you still have to be aware and careful. NC You always have the possibility of an electrical short or electrical fire with electricity. When you have gas you have two dangers. You are always going to use some electricity. Gas is just an added feature. Why add a second risk? NC I'm probably going to stick with electricity ... You only have one bill to pay and less hassle. You'd just have a wiring system and not a piping system ... only one source of potential trouble instead of two. Cost of conversion to gas is a major barrier to gas usage. All non-customers agreed that a major reason they do not use gas is because the costs of construction, installation and gas appliance purchases would be prohibitive. NC It just plain costs too much to change all your appliances and everything so you can use gas. NC Conversion costs including the cost of new appliances is the biggest barrier to going with gas when you're on electricity. NC I have a chance to get gas ... we've got a gas line outside. But we'd have to spend all this money on new appliances and I can't afford that. I've got perfect- ly good working appliances. Appliances are expensive. - 7 - � �� ' '. � My philosophy has always been, "If it ain't broke, why fix it." We've talked about slowly but surely converting over to gas as things break ... but thank God nothing has broken yet. NC I liked using gas before ... I really prefer it for cooking. The home we have now doesn't have gas but gas is on our street. Everything we have now is working fine ... our stove, heater and everything else. If they broke I would look into gas but whether I would go to it or not would depend on cost. NC There is a big problem going to gas. Once you install electric in a house, you practically rebuild your house to get gas in. Gas needs chimneys that you don't have otherwise. You'd have to do a lot of tearing out and rebuilding to put gas in. That could cost an awful lot ... a lot more than it is worth. Lack of familiarity with gas and lack of awareness of gas availability are the other reasons often mentioned by non- customers for �ot using gas. Several non-customers stated that their lack of familiarity with gas coupled with their "comfort level" with electricity precludes their use of gas. Despite the fact that all non-customers lived in a CGS available service area, most non-customers were not sure whether gas was in their area or on their street. Many suggested that if they knew gas was available they would consider switching from electricity. One participant suggested that CGS needs to be more aggressive in informing residents that gas is available in their area. NC The biggest barrier to my using gas I'd have to say is fear of the unknown. I've never used it and I don't " know much about it. . NC I've never thought much about gas and I don't even know whether it's in my area. I just moved into the area a year ago and I didn't even ask about it. It's just something I've never been brought up using. NC I have electric in my house. I don't think I would ever switch because I'm more familiar and comfortable with electric ... I've used it my whole life. NC Natural gas isn't in our area. If it was, I'd use it in a heartbeat. Gas is about two blocks from me and I keep hoping they'll get to my street ... maybe they have and I just don't know it. NC It may be on our street, I don't know. I know some people two streets away that have it. It's probably on my street ... I just don't know. But I'm going to find out. - 8 - �� - -. � NC They are putting gas lines in our area now. But it is a big mystery ... they haven't given us any literature ... we are not even sure they are gas lines. There are little flags with "gas" written on them, but that is all we know about it. I would expect we should be getting some literature on it. I'd consider converting if they would show me the cost benefits and other benefits like for the environment. They should seize the opportunity to come to me. I'm not going to inquire. But if they initiated the contact I would consider going to gas. CGS IMAGE AND AWARENESS Most people do not have a negative overall impression of CGS. Most customers appeared to have a slightly positive or neutral impression of CGS rooted largely in the fact that they have "not experienced any problems with the company. One customer expressed dissatisfaction with CGS. Most non-customers had not heard enough about CGS to have an impression. The few non- customers who had had a direct experience with CGS generally had a positive impression of the company. C I've never had any problem with them so I guess that's positive. It sure isn't a negative. C I've never had a problem positive for me. I guess because other than paying need to deal with them. at all. I'd say it's a it's really more neutral my bill I haven't had any C As far as service I've always had good service from them ... no problems. C My overall impression is positive. When we've had service it's been professional. The product is the primary thing I'm judging ... not so much the service because we have very little need for that. The product itself is what is positive. C I'm really indifferent. I've really had no with them. Gas was already in my place when and I haven't done anything new. I just pay and that's it. experience I moved in my bill C I don't see them as having any sort of image at all �'� � �.`� � � ■� ' 'r � because I've not had to have any service and I don't have any contact with them. I don't contact them and they don't contact me. C I moved from propane to natural because they were charging a monthly fee for the propane whether or not I used it. The gas company told me that with natural I would only be charged for what I used. Now I see a$1 ... a$5 ... a$6 service charge. I don't think they were honest with me up front ... and any time I've had to talk with them they kind of beat around the bush. I'm not really happy with them at all. They just didn't do what they told me they were going to do. NC No impression ... I haven't heard anything about them positive or negative that I can recall. NC I really don't know enough about Clearwater Gas to have an impression one way or the other. NC Awhile back they were putting lines in our area and the workers seemed to know what they were doing. That's a plus. NC I can say when I called them they were extremely helpful. They spent two days researching where the gas lines were and how close they were coming and when they anticipated installing them. They called me back when they said they would. That's my only contact with them. People are aware that the Clearwater Gas System is owned and operated by the City of Clearwater. While most participants in both groups thought the City owned and operated CGS, several in each group were not 100� sure of that fact. City ownership seemed to have no effect, either positive or negative, on most participant's opinion of CGS. Several in each group stated they held a more positive opinion of CGS because it was city owned; several in each group indicated a more negative opinion because of city ownership. C The city runs Clearwater Gas. NC The City of Clearwater runs Clearwater Gas. They are not just in Clearwater but they're also in other areas of Pinellas ... but it is run by the City of Clearwater. C At one time they were going to sell it but they kept it ... I think. NC I read somewhere that a private company was going to - 10 - � r� � � � ' 1 � buy them out, but whether they have or not I am not sure. C My opinion about Clearwater Gas is not really influenced one way or another by the fact that the City owns and operates it. NC Ownership by the City doesn't affect my opinion one way or another. NC I like that it's owned by the City. I think you get more stability in gas pricing and servicing than you would get if an independent person owned it. There would be better regulation of everything too. C I think you probably get better service with city ownership because we live here and this is our city and they're supposed to look after us. Some of the private companies could care less once they have you as a customer. NC I think the price of gas is probably lower because it is run by the City. The cost for a private company to put in all those lines for a whole city would have to be astronomical. I'm sure that the City is using tax funds from a number of different sources to fund the lines and since it doesn't have to make a profit and pay shareholders, prices to the consumers stay lower. You can't have competition because you can't have gas lines side by side. If there is going to be a monopoly, I'd rather have it with the government that is required to serve us all. C I wonder what would happen if it was private. There would probably be better service and better prices. Now it is a monopoly. NC I think if they were privately run it would be more advantageous because you would have a free market and you would have competition which would lower prices. NC I think much of government is less efficient than private industry. I've seen city folks come out to replace grass and they bring four fellows out and two supervisors drive their trucks up to watch. I just don't think they are efficient enough ... they aren't motivated enough ... there is no incentive for them to make a profit like a private company would have. City employees just don't have the incentives to do good and efficient work. Maay customers are aware that CGS sells gas appliances. However, - 11 - �� ' '. � c some are not aware. Among those that are aware, many believe CGS offers a"limited range of appliances that are not competitively priced." While most customers think CGS has an appliance show- room, many do not know where the showroom is located. Most non- customers do not know whether or not CGS sells gas appliances. C C They are selling appliances. flyer on it sometime back. Yes, they sell appliances. It seems like we got a C I went a long time ago and it was on Chestnut Street. I'm not sure it is still there. C When I got my gas they had an office on Drew Street with a few things in it. I don't know if they are still there. C C I didn't know they had a store and that they sold appliances. That's news to me. They sell appliances but I don't think they carry as much as other stores. C They really don't carry a full range of products and they have very limited space to display items. Generally they just tell you to go to a private place for a better supply. You know there are limits to each provider wherever you shop, but it might be helpful to have catalogues at the gas company which you could order from. C They do carry appliances, but they are higher than Circuit City or Montgomery Wards for the same product. We looked there and they were more than $100 over the price we could get elsewhere. C We weren't impressed with the gas company prices. Someone told us that the gas company was so eager to get you on gas that they give you a good price on appliances. We didn't find that to be true at all. NC NC I don't have any idea if they sell appliances. I think they sell. I think I got a flyer once about that, but I could be wrong. NC You would think they would sell them, but I don't know. Non-customers are unaware that CGS sells propane. All non- customers had no idea whether or not CGS sells both natural gas and propane. The participant currently using Suburban propane - 12 - �� ' � � would switch to CGS if the price were competitive. NC I have no idea whether they sell propane. NC I think they sell both natural and propane, but I may be wrong. I know they sell natural. I'm iffy on the propane. NC I don't know if Clearwater Gas sells propane. We have Suburban propane now. The tank was there when we moved in and they have serviced it all these years. I'm satisfied with the service but their prices have really gone up. If I could get it five or ten cents per gallon cheaper from someplace else, I'd switch in a minute. While most customers are aware that CGS has a Service and Repair Department, many have had no direct contact with the Department. Lack of need was the basic reason offered for "no contact." Those who had used the services of the Department generally held positive opinions, noting that a"good job was done within an acceptable time frame and for a reasonable price." Only one customer indicated dissatisfaction with the service they received. Non-customers did not know anything about CGS service and repair. C Yeah, they come out and check out your system for you if you ask ... and they will fix your appliances if there is a problem. C Gas equipment doesn't need a lot of repair. I haven't �"seen �a repair person in over 8 years. C Gas equipment lasts forever. I've never needed repair. I turn my own pilot light on the furnace. I've never contacted them. C They come in a timely fashion. When I called they came that afternoon when they said they would. C I had a problem with my dryer and they came out within hours and they were quite fair in their pricing. I checked around and actually they were cheaper. C I think their charges are reasonable in relation to the services performed. C We had an unpleasant experience this year. We called for them to come out and do the fall service on our furnace. It used to cost very little but now it's $30. The guy came and told us everything was fine. It wasn't a month and the furnace kept going off. They - 13 - � �1 � � � ' '. � I sent another man. He said a little orifice was worn, replaced it and charged us $40. He said the worn orifice should have been taken care of during the first call a month earlier. I paid an extra $40 that I shouldn't have had to pay. NC I don't know whether they have repair services. I just don't know anything about how they operate. NC I know they do emergency things but I don't know if they do appliances and routine things. � NC I have no idea what they do and don't do on repairs. People are aware that CGS provides construction services; they are far less aware that CGS provides installation service. While all participants in both groups knew CGS does construction, only one person in each group was aware CGS does installation. Those customers that had initiated new service with CGS were pleased with the construction services provided. NC Clearwater Gas runs the main pipes into the area and then runs them up to your house and puts a meter in. They supply the gas to the house. NC The gas company only runs the pipes to the house and that is it. C They do all the outside work ... putting in pipes and meters ... and they even replace the grass. NC I�f you install a gas appliance you still have to have a plumber come out to put it in and they aren't cheap. C I really don't know if they do inside piping because all of mine was in when I bought the house. I think you have to get a plumber to do the inside work. NC From what I understand you have to have your own plumber do the hook-up. NC Are you sure they don't install. I thought my neighbor told me they do both inside and outside work. I really think they install. C When I changed over some of my appliances several years back they would not come in and do the inside piping. I had to get my private plumber to come out and do it. I know they do it now because my neighbor had it done ... but they didn't when I had mine done. C When they ran the piping to my house I had no problem - 14 - � �� ' -. � C at all. I told them the type of grass I wanted to put on there and they installed it. They did everything like they were supposed to. They do a nice job with construction. They put everything back the way it is supposed to be ... even the grass. In addition to increasing awareness of the full range of products and services it offers, CGS needs to establish procedures and programs which encourage gas usage. Al1 participants agreed that CGS needs to take more initiative to reach these goals. Group members made a number of relevant suggestions. C They need to be a lot more aggressive people what they offer. I've been a years and I didn't know they did all been talking about tonight. in informing customer for ten the things we've C I don't know if they are really interested in selling appliances or they are just doing it because they have gas and maybe they can pedal a few machines off. If they are truly interested in selling them they need to incre.ase awareness that they have them, make sure they are competitively priced and have decent showroom hours. NC As gas is coming into an area they need to aggressively market to the residents ... go door to door if they have to ... but get the word out about gas and what they will do to help the person convert. NC We built a new house six years ago and I wanted one of those burnerless stoves so we went electric even though we had a gas line on the property. Now I've changed my mind and want a gas stove ... I picked one out and everything. We were told it would take two months to connect the line which I thought was a little long given the line was already there. A week before the connection was to be made the man from the gas company called and said, "Unless you have two indoor appliances you are putting on gas, it's not worth it to me to hook you up because our revenues won't be high enough." Well our hot water tank is in a dormer room behind a closet and that's not a good place to have a gas appliance. If we put it outside the wind would blow it out all the time. And the washer and dryer are so new they don't need replacement yet. We couldn't come up with a solution and the gas man did nothing to help us find one. He didn't really try to make it easier on me and say you know you could look into this appliance or how old is your dryer or come into the showroom and - 15 - � � � �� ' -. � let's see what we can figure out. He just said, "Unless you have two indoor appliances, we're not coming out .. it's not worth my while." I thought the whole attitude was rude, inconsiderate and not helpful. That's not a way to run a business. He should have given me some alternatives ... given some options ... enticed me into buying another appliance ... not just say no you can't. C They need to aggressively entice you as offer deals to get you to convert more. loved for them to say that if I bought 4 appliances they would make some sort of Everybody loves a deal. a customer ... I would have or 5 a deal. C They used to have incentives if you converted ... like a free hot water heater or lamp post. That was really good ... they might lose money on the front end but they would more than make it up on the back end. Once they convert someone to gas, they've got him. C They should do anything that would encourage more people to convert to gas as well as getting existing customers to convert more things to gas. C Absolutely they should offer rebates or something to get more people tied to gas ... something to lessen the initial costs of conversion. The more items they can tie me up with, the more involved I'm going to be with them. They will make their money on long term usage. C If somehow they could equalize the initial costs of installation on a new gas appliance, I'd probably go ahead and get a second appliance because over the long haul I think I would save money. Some sort of allow- ance or discount would encourage me to act now before I was at the point where an appliance broke. NC I think a lot more people would go to gas you the ability to hook up one at a time had a credit program that would allow you time. if they gave ... or they to buy on Awareness of CGS advertising/marketing is low. Most members of both groups did not recall seeing any advertising for or receiving any marketing pieces from CGS. Customers and those with previous gas experience indicated they would read "a mail piece" from the gas company. Those without previous gas experience stated they would probably not read something from the gas company unless they had a need and knew gas lines were in their area. All participants in both groups seemed to think CGS should target market it's services rather than take a mass marketing approach. - 16 - �� ' '. � � C I think I saw an ad in the paper but I don't remember which one or recall what it said. NC I've seen their signs when they are putting in lines but nothing else. NC I think the gas company is in that parade that goes down Cleveland twice a year. The only awareness they have is a parade float. C There is no reason why when they mail you the bill they can't put in advertisements. C I read all the flyers and notices that come with my bill. C Stuff that comes with your bill is usually very informative and worth reading. NC I like gas and would read anything they sent me. I might not act right away but I'd keep what they said in mind. At least I'd know that gas was in my area and more about what services they offer. NC I've never used it before. I probably wouldn't read something in the mail from them unless I had a need for it ... like my stove was broke and I was desperate. NC I'd read something in the mail if I knew it might be applicable to me ... like gas for sure is in my area. NC They can't do blanket marketing because they are not in all areas ... their approach needs to be more targeted to people they can supply service to. Since I've never heard from them I assume they can't service me cause they are not in my area. I don't know if that is true, but that's what I think. C They are only in certain areas ... they need to target people in those areas they can service ... and they need to do it repeatedly not just a one shot deal. Let people know where the lines are, where they are going and what services are offered. Inform people in existing areas and new areas on what is available. - 17 - � r� � � � - -. � CUSTOMER SERVICE Consumers have definite customer service expectations of their utility providers. Non-customers were asked to discuss what they expect and want from their utility providers in relation to customer service. All seemed to agree that the following custo- mer service issues are important and have a definite influence on one's perceptions of and satisfaction with a utility provider. Consumers want direct access to utility representatives. They want to talk to a live person, not a machine. All agreed they dislike automated telephone lines. NC When I call I want to talk to a human not a machine. NC I hate having to push this and press that to go here or there. NC I hate those automated lines. I think everybody hates them. If you make a mistake you have to go back to square one and start all over. NC It's really important in an emergency situation ... you don't want to get hooked up to a computer system ... you want a human being there. It's also important in terms of general service also. Consumers want to speak to personnel that are knowledgeable and well-informed. They want to speak to someone who can either answer their question/resolve their problem or who can direct them to someone who can do so. Consumers dislike being shuffled from place to place and from person to person. All group parti- cipants agreed they would consider it superior customer service if the utility representative took the initiative in obtaining an answer to a question and then called the customer back instead of making the customer "do the walking through the maze." NC I expect not only to speak to a live person .. but also a live person that knows what they are doing. NC Customer service reps need to be knowledgeable ... they need to be trained so they know answers or can get you to the right person. NC I don't expect them to know the answer to every question. If it's something technical 2 don't expect the person that answers the phone to be able to answer. I do expect them to have enough knowledge to direct me to the person that can answer. - 18 - � � � �� ' '. ♦ NC I think knowledge is really important. They need to know their job and if they don't they should get off the phone! If they don't have the knowledge to know where to go to get an answer, get rid of them. NC I hate when you call and you explain your problem to one person and they say I'll have to transfer you to so and so ... and then you tell that person and they say "It's not my department, I'll transfer you." I don't like being juggled around. HC If I have to be transferred to someone else, I want to get to the right person on the first transfer ... and not three or four transfers down the line. NC NC NC Instead of transferring you if they got the answer for you and called back that would be really good service. If they take the initiative to get your answers that would be going the extra mile. I wouldn't have to explain myself six times to six different people before I get to the right person. I've asked a question ... I've come to you ... you are customer service ... okay, service me. Don't make me service myself with transfers. When an employee takes the time to investigate for you and get your answer and call you back ... that is help- ful ... that is really good customer service. Consumers want friendly, caring and courteous service. They want to be treated with respect. They want utility representatives to believe them. NC It really bugs me when they are rude. NC A lot of times they act like "what do you want, what's your problem?" That's not the way to talk to someone, particularly a customer. They need to show interest in the customer ... be friendly and caring and treat me with respect. NC Customer reps should believe what you are telling them. If somebody doubted me or told me something I was saying was impossible, I'd really get irritated. Conswners want utility representatives to follow through with their callback commitments. All group participants agreed they expect to be called back if they are told they will be called back. All seemed to agree that they would consider it superior customer service if the utility representative gave them a time frame for callback and then actually called back in that time frame . - 19 - � �� ' '. � NC I've given my number to people and they never called me back as they said they would. That bothers me. NC If they say they'll call you back, they should do it. It really burns me up when they don't. It makes you feel like they are just lying to you to get you off the phone. NC When they don't call back when they say they will, it makes you mad. It also makes you think they don't really care. NC It would be really nice to know when to expect a call back. NC They should give you a time frame and then within that time frame if they still don't have an answer for you they should call you and say, "I'm sorry. 2'm still working on that but so and so that I need to speak with is unavailable." Then they should give you another time frame. That would be great customer service. Consumers want prompt response to calls for service. Upon further discussion it was revealed that consumers have different expectations of "reasonable" response time frames depending on the "nature of the problem" requiring service. All participants agreed that the following response time frames were reasonable: NC NC Situation Emergency Urgent Routine Response Time Frame Immediate Same day within a couple of hours 24 hours or less When there is an interruption of service or a problem. I expect the utility to respond in a timely fashion. If there is a gas leak ... an emergency situation that is dangerous they should come right away. NC If I had gas and my whole house was on gas and there was an interruption of service for some reason other than a leak I'd expect repair the same day ... within 3 to 5 hours. I mean, I couldn't cook, no hot water, no heat in the winter, an elderly person in the home ... that would be a big problem ... a more urgent need that would need faster service than just the pool heater died. NC I'd expect them within 4 or 5 hours if I was going to - 20 - � �� ' '. � have to take a cold shower or couldn't cook. NC For a routine problem I'd give them at least a day. NC I think 24 hours is reasonable if it is just routine repair. Consumers want convenient access to company personnel beyond norraal busiaess hours as well as after hours repair service. Extended hours of operation was particularly important to group members that work. NC They need to have office hours beyond 5:00 P.M. I work and I don't get home til after 5:00 and I can't call them from work because I only have half an hour for lunch. There is no way I can call during the day and get those automated systems ... about the time they answer you have to hang up. Most utilities don't have someone you can talk to after 5:00 P.M. ... they just tell you to call during normal business hours. Well, the normal person is working during normal business hours. NC Not being able to reach them after hours or on weekends is a problem for a lot of people. I work too and by the time I get home it's too late to get in touch with them even for a routine matter. NC Good hours would be 6:00 A.M. or 7:00 A.M. to 7:00 P.M. or 8:00 P.M. ... something a little earlier in the morning and a little later in the evening. NC I think a six hour shift on Saturday would be helpful too. NC I can't take off work to sit around and wait for them to come out at some vague time during the week. They need to come after work or on Saturday. OTHER KEY FINDINGS There is a strong preference among consumers for "one stop shopping." While they would still shop for the "best prices in appliances" participants in both groups indicated they would prefer to "do everything with one company" including sales, construction, installation, service and repair. The primary perceived consumer benefits of one stop shopping were convenience and accountability "in case something went wrong. „ - 21 - �� ' '. � __ _ C I'd still get estimates from elsewhere but it would be really nice to deal with one source for everything. C Assuming everything was competitively priced I'd prefer to do everything through the gas company ... buy, install, maintenance. There would be peace of mind in knowing somebody is responsible for all facets of it ... the mechanical, the safety and everything else. C I'd rather Clearwater Gas do the whole thing because then you know who to call and where to put the blame if something is wrong. NC If I were going to go with gas, I'd rather do everything (if possible) with the gas company. You could do everything from one end to the other with the same company. I could go down and select my appliance and the gas company guy could take it from there ... from A to B and to the finish. I'd be dealing with the same company and the same person throughout the process. That would be very convenient for me and very efficient for them. Many people are aot aware that gas air conditioning is available. About one-half of the customer group and only two members of the non-customer group had heard of gas air conditioning. Many of the customers who had heard of gas air conditioning seemed to hold a negative impression based on "things they had heard years ago." All customers and about one-half of the non-customers indicated they would consider gas air conditioning at the time their current unit needed replacement, particularly if there was less than a three year payback on higher initial costs. If they wanted more information on gas air conditioning CGS is one source they would look to. C I never heard of gas air conditioning. NC I've never heard of it. C I work for an air conditioning company and we've never sold a gas one. I don't think they have them. C About 13 years ago my neighbor had one and he said it was an absolute nightmare. He said it didn't work well. He worked for the gas company and said they were so poor the gas company wouldn't sell them. C There are gas air conditioners, but it is almost impossible to find out about them or get them. About five years ago we tried to get one from Clearwater Gas and they didn't have it. - 22 - � �� - '. � C I haven't seen anything about gas air conditioners in recent years. I don't think the gas company is pushing them because they don't believe in them either. NC I'd look at a gas air conditioner if it were available and I had to replace my existing unit and gas was in my area. NC I think initial cost of a gas unit would be about the same as a good heat pump unit. C If technologies were better today I'd consider one but first I'd want to know more about this dirty stuff ... how good the filtering system was and how it operated ... and what the cost savings would be. NC If you could recoup the difference in gas and electric initial appliance costs in 3 years that sounds great. But you also have to consider the costs of bringing the line to your house and paying to have it repiped or whatever else goes into it. It may not be as good of a deal as you think. C If my current system needed to be replaced I'd consider gas if I knew more about it. I'd probably convert if the cost benefit was there. C It would be a good deal if you could recoup a higher initial cost in less than three years with operational savings. C It's only a good deal if the savings are real. Remem- ber gas prices have gone up, up, up ... and there is not as much savings as before. C I'd go to the gas company for more information. C The gas company would be one call I'd make but I'd also talk to air conditioning companies and people I know ... I'd even look in Consumer Reports. Customers know how to detect and what to do in the event of a gas leak. They are aware that CGS has a 24-hour emergency dis- patch, but they have not memorized the number. While approx- imately half of the customers were aware of carbon monoxide detectors, no participant had one in their home. All agreed that CGS should supply information on carbon monoxide detectors. C Smell is the only way I know to detect a gas leak. C You can smell a leak. They put an odor in it so you know if is there. It is not as if it is going to sneak - 23 - � �� ' '. � I C C� C� out and get you. If you have a gas leak, you know you have a gas leak ... they add an odor to it ... it stinks. If I smelled a leak I'd open the windows and call the gas company and then get out until they came. The gas company has an emergency number for leaks. I don't know the emergency number off hand but I'm sure I could find it in the phone book. C We had a leak outside and I called the City of Clearwater and they said to call 911 and get the fire department. When my husband was looking for the odor he did light a spot on the pipe. They told me on the phone to throw a burlap bag over the flame ... who has a burlap bag? ... and run to my neighbor at the same time. They told me not to turn a hose on the flame. The first thing the fireman did was get our garden hose and put out the flame. � C C« I've never heard of a carbon monoxide detector. I've heard of them but I don't have one. I don't have one either but maybe I should. C My sister had one and she said it was very sensitive ... it kept going off at the slightest smell. It drove them crazy so they turned it off. I think it is probably a good idea but I'm not sure where you would put it ... should it be near the furnace, stove or water heater? C I know you can get them in Target and Sam's Club and Builder's Square. Z don't think the gas company has them. C Clearwater Gas should supply us with more info about detectors and how they work, where to put them and how much they cost. Customers do not understand the various charges on their gas bill. When presented with a sample bill, no customer could correctly define all charges. Despite this lack of understanding only one participant stated she had called Utility Customer Service to ask a question about her bill. Several suggested that their lack of inquiry was due to the fact that they have become attuned to seeing itemized charges which they don't fully under- stand on all their utility bills. The "gas customer charge" generated more negativity among group members than the other charges. - 24 - � � � �� ' '. � C I sure as heck don't know what all these charges are on this bill. C I preferred it when everything was just one flat rate ... everything was included in one charge. But I think the law says you have to break down bills and itemize. It just makes things more confusing. C I'd like to know what I actually spend for gas used. I guess if you added the residential and fuel charges you'd have the answer. Is that right? C The gas fuel charge is pretty easy to figure out. I would think it is the amount of gas used. C No, I think the usage is under gas residential service because that is the line where the usage figure is. I don't know what the gas fuel charge is unless it is some kind of surcharge for the fuel. C I think the residential service is the gas you used and the fuel charge is the pumping it in. C What the heck is the franchise fee? If it's a city owned company providing city residents with gas, why would you need a franchise fee? ... it's not like you are bringing in an outside vendor like the cable companies. C The franchise fee is just an extra fee ... just another way to take money out of your pocket. C I have no idea where the franchise fee goes. -" C I questioned my gas on a recent bill. The gal told me she would connect me with someone who would explain it to me. She connected me with a wonderful fellow named Chris. He turned himself inside out to tell me that the gas from month to month fluctuates ... sometimes it is richer than other times and so you will pay more ... it's a matter of therms. C I guess the major reason I don't question all these things is because they have become so much apart of the everyday bill you pay ... look at your other utility bills and their breakouts ... phone, cable, power are all the same way. I think we as consumers have become so used to seeing franchise fees and charges that we don't question them anymore. You just assume everything listed is legal. C I'm sure all this stuff is on my bill, but I sure don't - 25 - � � � �� ' '. � remember seeing it. I guess I'm just so used to it I don't see it anymore. C The customer charge is what you pay every month just to have gas. C The customer charge is for the fellow that comes around and reads the meter. I think it covers the cost of that. C All I know is that the customer charge keeps going up ... $1, $5, $6. It irritates me because you pay it every month whether or not you use gas. C I only have my furnace on gas and I only use it two or three months tops per year. The other nine months I'm paying a bill for not using anything at all. That burns me up. C The customer charge is unreasonable. You are not getting anything for it. You are already paying for the gas you use. Why do you have to pay when you're not using it? C All the savings you get with gas doesn't mean piddly if you keep getting whopped with increasing customer charges. That really burns me. C I have a neighbor who was thinking about going to gas from electric. I showed her one of my bills. She looked at it and said, "Forget it ... I'm not going to pay $6 per month for no good reason." Customers do not perceive a need for a gas appliance service contract. C I don't think you need a service contract because gas appliances don't need a lot of service. C Gas appliances are simpler and last longer than electric. They don't require a lot of service. C I already have a service contract with Broward Factory and my gas furnace is part of it. It's a package. I wouldn't want to buy a separate contract for gas and another one for my electric appliances. C It would have to include all appliances ... gas and electric. I don't think the gas company wants to get into that business. - 26 - j �� • •, \ I The presence or absence of natural gas plays only a minor role in home purchase decisions. All customers agreed that the avail- ability of gas in a home they were considering purchasing would influence their purchase decision slightly, but not be a major determinant of that decision. One non-customer who had previous experience with gas was adamant that she would not purchase another home without gas. C The house I bought had a gas furnace, but I wasn't going to buy it just because it had a gas furnace. C If I were going to buy a new house, I'd rather have one with gas but if I liked one that didn't have it I'd buy it. C Well, all things being equal ... two houses side by side, one with gas and the other not ... I'd go with the gas. It would have a small effect. NC I refuse to buy another house that doesn't have gas in it. Absolutely it would affect my purchase decision. If it doesn't have gas in it already or if it isn't a place where I can put propane, I'm not moving. Overall reaction of non-customers to the new "EBPLORE" brochure was generally positive. Most participants felt it was informative and offered a good general message that gas is econ- omical, safe and clean. Several who had no previous experience with gas indicated the brochure "did not really allay safety concerns." All seemed to agree that more detailed information on safety should be made available and that statistical safety comparisons with electricity would be meaningful. NC I think it is good ... brief and to the point. NC I think overall it is a useful brochure. NC It's very informative. NC It's a good general brochure that says that gas is cheaper ... cleaner ... and safer. It sounds good. NC I think it peaks your curiosity enough to make you start thinking more about gas and encouraging you to inves.tigate more. It's educating you on what is available. NC I think it answered a lot of questions about the gas company too. I learned that they have propane and that they give allowances. - 27 - � r� � � � ' f � NC It's telling me that gas is cheaper and that it is safe. Before I put gas in my home though I want to know a lot more about the safety issue. I'd want to know how to operate it safely. NC The safety issue is really important to me and this didn't really make me feel better. It uses words like improved, better and safe but doesn't really tell me how leaks are prevented or other major hazards. NC I think more needs to be done with the safety issue especially for those that have no experience with gas. For some reason these people really fear it. I laugh because to me there is an element of risk in anything we do and if we were to calculate how many car crashes there were a day and how many people died in them, you'd wonder why anyone ever drove. So yes, there have been homes that exploded but there have also been major shorts in houses. I would bet there's more electrical fires than gas explosions in any given year. NC Including some statistics about how gas is safer then electricity might help and really be meaningful. Most non-customers perceived the new "DISCOVER" brochure as a "good second brochure" which explains the steps one goes through to establish gas service. Several group members indicated they thought the brochure was too wordy, indicating they prefer bullet points. Several people immediately noticed the showroom hours. All agreed the hours were too limited. NC I think this is a good second brochure after someone is interested. It tells you what will happen and what you need to do to bring gas to your home. NC It explains that the gas company installs and sells appliances. It talks about permits. It helps you understand a little more about the operations ... the process you will go through ... and that Clearwater Gas does it all. NC They could have said the same thing in a lot less words. NC I think this is too wordy. I like bullet points. NC Those showroom hours are ridiculous. NC The showroom hours are saying, "We sell appliances if you can get here during working hours, otherwise go to Sears." - 28 - j �� - - .�� I s NC They need to be open at least Friday night or Saturday. NC The average person isn't going to take time off work to go there to shop for an appliance. They are going to go where it is convenient... gather the kids ... throw them in the car and go shopping on Saturday. - 29 - ��`� � �� ' y: � 1997 CGS RESIDENTIAL CUSTOMER SURVEY Prepared For: The Clearwater Gas System Clearwater, Florida Prepared By: Bordner Research, Inc. 2535 Landmark Drive, Suite 109 Clearwater, FL 34621 (813) 797-6552 May, 1997 - 30 - � � � �� - -. � BACKGROUND As part of its efforts to fully understand customer perceptions of the Clearwater Gas System's products and services, Bordner Research was commissioned to conduct a scientifically-valid study of residential gas customers. A random sample of 311 residential customers residing in Pinellas County were surveyed during the second two weeks of April 1997. To insure quality data all respondents were an adult head of household. The overall objectives of the research were: - To - To of - To an - To to determine general attitudes toward gas; determine customer awareness of the full range CGS products and services; determine customer satisfaction with CGS products d services; provide information increase and retain that would enhance CGS efforts its customer base. All data were coded and verified prior to computer processing. Data presentation is in the form of banner tables which provide findings for the sample as a whole as well as subgroup breakouts based on type of customer, length of time customer, home owner- ship, residence within the Clearwater city limits, previous ex- perience with gas and gender. Caution should be exercised in the interpretation of some subgroup data due to small sample sizes. Tables with an asterisk(*) beside the table number indicate ques- tions which permitted more than one answer and consequently column percentages do not total 100 percent. - 31 - �� ' f � 1 FINDINGS Attitudes Toward Gas - A substantial majority (86.5�) of residential customers surveyed agreed that they prefer natural gas over pro- pane gas, with 44.1 percent in strong agreement. The strong preference for natural gas over propane was true for both natural gas and propane customers. - A substantial majority (90.7�) agreed that gas is a clean burning product, with approximately one-fourth (24.1�) expressing strong agreement. - Approximately two-thirds (65.6�) of those surveyed felt that overall using gas as an energy resource is better for the environment. Slightly over one-fourth (27.3$) did not express an opinion on this issue. - A substantial majority (88.7$) of customers also agreed that advances in technology over the years have made gas appliances easier and safer to use than ever be- fore, with over one-fourth (27.0�) in strong agreement. - Almost all (97.4$) agreed that in order to maximize the efficiency of gas appliances, they must be properly maintained. � - Slightly over twenty percent (21.2�) of customers thought the cost of gas has risen more than the cost of electricity in the last several years. Approximately one-third (32.2�) thought it has risen less and an additional one-fourth (24.4�) thought the cost of gas and electricity have risen at about the same rate. Slightly over twenty percent (22.2$) did not express an opinion on this issue. - 32 - � � � �� - -. � 1997 CGS RESIDENTIAL CUSTOMER SURVEY BORDNER RESEARCH, INC TABLE 1 Q.3K I PREFER NATURAL GAS OVER PROPANE GAS TOTAL TYPE LENGTH(YRS) HOME CITY LIMITS PREV EXPER GENDER ------------- -------------------- ------------- ------------- ------------- ------------- NAT LP 1-3 4-10 11 + OWN RENT YES NO YES NO MALE FEMALE ------------------------------------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ BASE 311 287 24 101 107 103 294 17 161 150 231 80 144 167 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 STRONGLY AGREE 137 127 10 36 44 57 133 4 74 63 106 31 62 75 44.1 44.3 41.7 35.6 41.1 55.3 45.2 23.5 46.0 42.0 45.9 38.8 43.1 44.9 AGREE 132 125 7 49 47 36 122 10 66 66 98 34 56 76 42.4 43.6 29.2 48.5 43.9 35.0 41.5 58.8 41.0 44.0 42.4 42.5 38.9 45.5 � DISAGREE 8 7 1 4 3 1 6 2 6 2 5 3 5 3 w 2.6 2.4 4.2 4.0 2.8 1.0 2.0 11.8 3.7 9.3 2.2 3.8 3.5 1.8 w I STRONGLY DISAGREE 4 3 1 0 3 1 4 0 1 3 3 1 4 0 1.3 1.0 4.2 .0 2.8 1.0 1.4 .0 .6 2.0 1.3 1.3 2.8 .0 DON'T KNOW 30 25 5 12 10 8 29 1 14 16 19 11 17 13 9.6 8.7 20.8 11.9 9.3 7.8 9.9 5.9 8.7 10.7 8.2 13.8 11.8 7.8 BORDNER RESEARCH, INC TABLE 2 Q.3F GAS IS A CLEAN BURNING PRODUCT ------------------------- ------------------------- BASE STRONGLY AGREE AGREE � DISAGREE w � � STRONGLY DISAGREE DON'T KNOY 1997 CGS RESIDENTIAL CUSTOMER SURVEY TOTAL TYPE LENGTH(YRS) HOME CITY LIMITS PREY EXPER GENDER ------------- -------------------- ------------- ------------- ------------- ------------- NAT LP' 1-3 4-10 11 + OWN RENT YES NO YES NO MALE FEMALE ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ 311 287 24 101 107 103 294 17 161 150 231 80 144 167 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 75 68 7 24 24 27 75 0 37 38 60 15 35 40 24.1 23.7 29.2 23.8 22.4 26.2 25.5 .0 23.0 25.3 26.0 18.8 24.3 24.0 207 192 15 66 73 68 191 16 106 101 154 53 99 108 66.6 66.9 62.5 65.3 68.2 66.0 65.0 94.1 65.8 67.3 66.7 66.3 68.8 64.7 10 8 2 4 4 2 10 0 6 4 8 2 6 4 3.2 2.8 8.3 4.0 3.7 1.9 3.4 .0 3.7 2.7 3.5 2.5 4.2 2.4 5 5 0 1 1 3 4 1 5 0 3 2 1 4 1.6 1.7 .0 1.0 .9 2.9 1.4 5.9 3.1 .0 1.3 2.5 .7 2.4 14 14 0 6 5 3 14 0 7 7 6 8 3 11 4.5 4.9 .0 5.9 4.7 2.9 4.8 .0 4.3 4.7 2.6 10.0 2.1 6.6 1997 CGS RESIDENTIAL CUSTOMER SURVEY BORDNER RESEARCH, INC TABLE 3 A.3t OVERALL USING GAS AS AN ENERGY RESOURCE IS BETTER FOR THE ENVIRONMENT -------------------------------------------------------------------------------------------------------------------------------------- TOTAL TYPE LENGTH(YRS) HOME CITY LIMITS PREV EXPER 6ENDER ------------- -------------------- ------------- ------------- ------------- ------------- NAT LP 1-3 4-10 11 + OWN RENT YES NO YES NO MALE FEMALE ------------------------------------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ BASE 311 287 24 101 107 103 294 17 161 150 231 80 144 167 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 STRONGLY AGREE 47 45 2 12 18 17 45 2 27 20 36 11 27 20 15.1 15.7 8.3 11.9 16.8 16.5 15.3 11.8 16.8 13.3 15.6 13.8 18.8 12.0 AGREE 157 144 13 59 43 55 148 9 73 84 117 40 72 85 50.5 50.2 54.2 58.4 40.2 53.4 50.3 52.9 45.3 56.0 50.6 50.0 50.0 50.9 I �,,� DISAGREE 16 14 2 6 8 2 12 4 11 5 11 5 9 7 "' S.1 4.9 8.3 5.9 7.5 1.9 4.1 23.5 6.8 3.3 4.8 6.3 6.3 4.2 1 STRONGLY DISAGREE 6 6 0 1 3 2 6 0 2 4 6 0 5 1 9.9 2.1 .0 1.0 2.8 1.9 2.0 .0 1.2 2.7 2.6 .0 3.5 .6 DON'T KNOW 85 78 7 23 35 27 83 2 48 37 61 24 31 54 27.3 27.2 29.2 22.8 32.7 26.2 28.2 11.8 29.8 24.7 26.4 30.0 21.5 32.3 1997 CGS RESIDENTIAL CUSTOMER SURVEY BORDNER RESEARCH, INC TABLE 4 Q.3H ADVANCES IN TECHNOLOGY OVER THE YEARS HAVE MADE GAS APPLIANCES EASIER AND SAfER TO USE THAN EVER BEFORE P, TOTAL TYPE LENGTH(YRS) HOME CITY LIMITS PREV EXPER GENDER ------------- -------------------- ------------- ------------- ------------- ------------- NAT LP 1-3 4-10 11 + OWN RENT YES NO YES NO MALE FEMALE ------------------------------------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ BASE 311 287 24 101 107 103 294 17 161 150 231 80 144 167 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 STRONGLY AGREE 84 79 5 24 31 29 81 3 44 40 63 21 37 47 27.0 27.5 20.8 23.8 29.0 28.2 27.6 17.6 27.3 26.7 27.3 26.3 25.7 28.1 AGREE 192 173 19 67 61 64 180 12 94 98 142 50 92 100 61.7 60.3 79.2 66.3 57.0 62.1 61.2 70.6 58.4 65.3 61.5 62.5 63.9 59.9 � �,,� DISAGREE 17 17 0 5 10 2 16 1 10 7 14 3 10 7 °� 5.5 5.9 .0 5.0 9.3 1.9 5.4 5.9 6.2 4.7 6.1 3.8 6.9 4.2 I STRONGLY DISAGREE 1 1 0 0 1 0 1 0 1 0 0 1 1 0 .3 .3 .0 .0 .9 .0 .3 .0 .6 .0 .0 1.3 .7 .0 DON'T KNOW 17 17 0 5 4 8 16 1 12 5 12 5 4 13 5.5 5.9 .0 5.0 3.7 7.8 5.4 5.9 7.5 3.3 5.2 6.3 2.8 7.8 1997 CGS RESIDENTIAL CUSTOMER SURVEY BORDNER RESEARCH, INC TABLE 5 Q.3J IN ORDER TO MAXIMIZE THE EFFICIENCY OF 6AS APPLIANCES, THEY MUST BE PROPERLY MAINTAINED TOTAL TYPE LENGTH(YRS) HOME CITY LIMITS PREV EXPER GENDER ------------- -------------------- ------------- ------------- ------------- ------------- NAT LP 1-3 4-10 11 + OWN RENT YES NO YES NO MAIE FEMALE ------------------------------------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ BASE 311 287 24 101 107 103 294 17 161 150 231 80 144 167 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 900.0 100.0 STRONGLY AGREE 146 136 10 43 49 54 141 5 68 78 108 38 72 74 46.9 47.4 41.7 42.6 45.8 52.4 48.0 29.4 42.2 52.0 46.8 47.5 50.0 44.3 AGREE 157 143 14 56 56 45 145 12 90 67 118 39 67 90 50.5 49.8 58.3 55.4 52.3 43.7 49.3 70.6 55.9 44.7 51.1 48.8 46.5 53.9 I �,,, DISAGREE 2 2 0 0 0 2 2 0 1 1 1 1 2 0 � .6 .7 .0 .0 .0 1.9 .7 .0 .6 .7 .4 1.3 1.4 .0 I DON' T KNOW 6 6 0 2 2 2 6 0 2 4 4 2 3 3 1.9 2.1 .0 2.0 1.9 1.9 2.0 .0 1.2 2.7 1.7 2.5 2.1 1.8 BORDNER RESEARCH, INC TABLE 6 Q.6 HOW COST OF GAS RISEN COMPARED TO ELECTRICITY OVER LAST SEVERAL YEARS BASE LESS MORE 1997 CGS RESIDENTIAL CUSTOMER SURVEY TOTAL TYPE , LENGTH(YRS) HOME CITY LIMITS PREV EXPER GENDER ------------- -------------------- ------------- ------------- ------------- ------------- NAT LP 1-3 4-10 11 + OWN RENT YES NO YES NO MALE FEMALE ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ 311 287 24 101 107 103 294 17 161 150 231 80 144 167 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100 94 6 35 36 29 94 6 55 45 68 32 38 62 32.2 32.8 25.0 34.7 33.6 28.2 32.0 35.3 34.2 30.0 29.4 40.0 26.4 37.1 66 59 7 20 24 22 63 3 31 35 47 19 33 33 21.2 20.6 29.2 19.8 22.4 21.4 21.4 17.6 19.3 23.3 20.3 23.8 22.9 19.8 I w SAME 76 73 3 21 28 27 69 7 43 33 65 11 44 32 O0 24.4 25.4 12.5 20.8 26.2 26.2 23.5 41.2 26.7 22.0 28.1 13.8 30.6 19.2 1 DON'T KNOW 69 61 8 25 19 25 68 1 32 37 51 18 29 40 22.2 21.3 33.3 24.8 17.8 24.3 23.1 5.9 19.9 24.7 22.1 22.5 20.1 24.0 Gas Safetv - An overwhelming majority (94.8�) of residential customers agreed that overall gas is a safe product, with one in five customers (19.9$) strongly agreeing. - Approximately one-third (33.1�) of residential cus- tomers thought that statistically gas is safer than electricity. Approximately twenty-eight percent (27.7�) thought statistically gas is not safer. Almost two in five residential customers (39.2�) did not express an opinion on this issue. - When asked if it is easy to detect a gas leak, 71.4 percent of the sample agreed, 13.8 percent disagreed and 14.8 percent said they don't know. - A strong majority (83.2�) of residential customers agreed that the best way to detect a gas leak is by smell, with approximately one-fourth (26.0�) in strong agreement. - Approximately four in five residential customers (79.1$) were confident that they know what to do and what not to do in the event of a gas leak. First time gas users and women were the least likely groups to express this opinion. - Three in five customers (59.8$) agreed that when one uses gas as an energy resource it is important to have a carbon monoxide detector in the home. Twenty-eight percent (28.0$) of the sample expressed no opinion on this issue. - 39 - � �� ' '. � BORDNER RESEARCH, INC TABLE 7 Q.3A OVERALL GAS IS A SAFE PRODUCT ------------------ BASE STRONGLY AGREE AGREE I DISAGREE � 0 t STRONGLY DISAGREE DON' T IUIOW 1997 CGS RESIDENTIAL CUSTOMER SURVEY TOTAL TYPE LENGTH(YRS) HOME CITY LIMITS PREV EXPER GENDER ------------- -------------------- ------------- ------------- ------------- ------------- NAT LP 1-3 4-10 11 + OWN RENT YES NO YES NO MALE FEMALE ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ 311 287 24 101 107 103 294 17 161 150 231 80 144 167 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 62 59 3 17 23 22 61 1 32 30 45 17 32 30 19.9 20.6 12.5 16.8 21.5 21.4 20.7 5.9 19.9 20.0 19.5 21.3 22.2 18.0 233 212 21 78 77 78 217 16 123 110 176 57 108 125 74.9 73.9 87.5 77.2 72.0 75.7 73.8 94.1 76.4 73.3 76.2 71.3 75.0 74.9 8 8 0 3 3 2 8 0 3 5 7 1 1 7 2.6 2.8 .0 3.0 2.8 1.9 2.7 .0 1.9 3.3 3.0 1.3 .7 4.2 3 3 0 1 2 0 3 0 0 3 2 1 1 2 1.0 1.0 .0 1.0 1.9 .0 1.0 .0 .0 2.0 .9 9.3 .7 1.2 5 5 0 2 2 1 5 0 3 2 1 4 2 3 1.6 1.7 .0 2.0 1.9 1.0 1.7 .0 1.9 1.3 .4 5.0 1.4 1.8 BORDNER RESEARCH, INC TABLE 8 �.3D STATISTICALLY GAS IS SAFER THAN ELECTRICITY -----------------• BASE STRONGLY AGREE AGREE � DISAGREE � � � STRONGLY DISAGREE DON'T KNOY 1997 CGS RESIDENTIAL CUSTOMER SURVEY TOTAL TYPE LENGTH(YRS) HOME CITY LIMITS PREV EXPER GENDER ------------- -------------------- ------------- ------------- ------------- ------------- NAT LP 1-3 4-10 11 + OWN RENT YES NO YES NO MALE FEMALE ----------- ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ 311 287 24 101 107 103 294 17 161 150 231 80 144 167 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 16 15 1 3 3 10 15 1 9 7 10 6 14 2 5.1 5.2 4.2 3.0 2.8 9.7 5.1 5.9 5.6 4.7 4.3 7.5 9.7 1.2 87 81 6 33 27 27 79 8 48 39 66 21 43 44 28.0 28.2 25.0 32.7 25.2 26.2 26.9 47.1 29.8 26.0 28.6 26.3 29.9 26.3 64 56 8 19 25 20 61 3 35 29 46 18 26 38 20.6 19.5 33.3 18.8 23.4 19.4 20.7 17.6 21.7 19.3 19.9 22.5 18.1 22.8 22 22 0 3 10 9 20 2 12 10 13 9 11 11 7.1 7.7 .0 3.0 9.3 8.7 6.8 11.8 7.5 6.7 5.6 11.3 7.6 6.6 122 113 9 43 42 37 119 3 57 65 96 26 50 72 39.2 39.4 37.5 42.6 39.3 35.9 40.5 17.6 35.4 43.3 41.6 32.5 34.7 43.1 BORDNER RESEARCH, INC TABLE 9 Q.38 IT IS EASY TO DETECT A GAS LEAK BASE STRONGLY AGREE AGREE � DISAGREE � N � STRONGLY DISAGREE DON'T KNOW 1997 CGS RESIDENTIAL CUSTOMER SURVEY TOTAL TYPE LENGTH(YRS) HOME CITY LIMITS PREV EXPER GENDER ------------- -------------------- ------------- ------------- ------------- ------------- NAT LP 1-3 4-10 11 + OWN RENT YES NO YES NO MALE FEMALE ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ 311 287 24 101 107 103 294 17 161 150 231 80 144 167 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 56 53 3 17 21 18 54 2 26 30 42 14 36 20 18.0 18.5 12.5 16.8 19.6 17.5 18.4 11.8 16.1 20.0 18.2 17.5 25.0 12.0 166 151 15 52 54 60 155 11 89 77 137 29 73 93 53.4 52.6 62.5 51.5 50.5 58.3 52.7 64.7 55.3 51.3 59.3 36.3 50.7 55.7 37 36 1 11 16 10 35 2 20 17 24 13 16 21 11.9 12.5 4.2 10.9 15.0 9.7 11.9 11.8 12.4 11.3 10.4 16.3 11.1 12.6 6 6 0 3 1 2 6 0 4 2 4 2 1 5 1.9 2.1 .0 3.0 .9 1.9 2.0 .0 2.5 1.3 1.7 2.5 .7 3.0 46 41 5 18 15 13 44 2 22 24 24 22 18 28 14.8 14.3 20.8 17.8 14.0 12.6 15.0 11.8 13.7 16.0 10.4 27.5 12.5 16.8 1997 CGS RESIDENTIAL CUSTOMER SURVEY BORDNER RESEARCH, INC TABLE 10 Q.3E THE BEST WAY TO DETECT A GAS LEAK IS BY SMELL TOTAL TYPE LENGTH(YRS) HOME CITY LIMITS PREV EXPER GENDER ------------- -------------------- ------------- ------------- ------------- ------------- NAT LP 1-3 4-10 11 + OWN RENT YES NO YES NO MALE FEMALE ------------------------------------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ BASE 311 287 24 101 107 103 294 17 161 150 231 80 144 167 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 STRONGLY AGREE 81 77 4 24 31 26 78 3 44 37 62 19 39 42 26.0 26.8 16.7 23.8 29.0 25.2 26.5 17.6 27.3 24.7 26.8 23.8 27.1 25.1 AGREE 178 162 16 59 60 59 167 91 88 90 136 42 82 96 57.2 56.4 66.7 58.4 56.1 57.3 56.8 64.7 54.7 60.0 58.9 52.5 56.9 57.5 � DISAGREE 32 30 2 11 10 11 30 2 15 17 22 10 14 18 � 10.3 10.5 8.3 10.9 9.3 10.7 10.2 11.8 9.3 11.3 9.5 12.5 9.7 10.8 w � STRONGLY DISAGREE 6 6 0 1 1 4 6 0 5 1 2 4 4 2 1.9 2.1 .0 1.0 .9 3.9 2.0 .0 3.1 .7 .9 5.0 2.8 1.2 DON'T KNOW 14 12 2 6 5 3 13 1 9 5 9 5 5 9 4.5 4.2 8.3 5.9 4.7 2.9 4.4 5.9 5.6 3.3 3.9 6.3 3.5 5.4 1997 CGS RESIDENTIAL CUSTOMER SURVEY BORDNER RESEARCH, INL TABLE 11 4.3G I AM CONFIDENT THAT I KNOW WHAT TO DO AND WHAT NOT TO DO IN THE EVENT OF A GAS LEAK TOTAL TYPE LENGTH(YRS) HOME CITY LIMITS PREV EXPER GENDER ------------- -------------------- ------------- ------------- ------------- ------------- NAT LP 1-3 4-10 11 + OWN RENT YES NO YES NO MALE FEMALE ------------------------------------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ BASE 311 287 24 101 107 103 294 17 161 150 231 80 144 167 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 STRONGLY AGREE 83 77 6 20 29 34 81 2 41 42 66 17 51 32 26.7 26.8 25.0 19.8 27.1 33.0 27.6 11.8 25.5 28.0 28.6 21.3 35.4 19.2 AGREE 163 150 13 56 52 55 149 14 89 74 127 36 74 89 52.4 52.3 54.2 55.4 48.6 53.4 50.7 82.4 55.3 49.3 55.0 45.0 51.4 53.3 I � DISAGREE 28 25 3 12 10 6 27 1 14 14 17 11 8 20 � 9.0 8.7 12.5 11.9 9.3 5.8 9.2 5.9 8.7 9.3 7.4 13.8 5.6 12.0 � STRONGLY DISAGREE 18 17 1 6 10 2 18 0 19 7 11 7 5 13 5.8 5.9 4.2 5.9 9.3 1.9 6.1 .0 6.8 4.7 4.8 8.8 3.5 7.8 DON'T KNOW 19 18 1 7 6 6 19 0 6 13 10 9 6 13 6.1 6.3 4.2 6.9 5.6 5.8 6.5 .0 3.7 8.7 4.3 11.3 4.2 7.8 1997 CGS RESIDENTIAL CUSTOMER SURVEY BORDNER RESEARCH, INC TABLE 12 Q.3I WHEN ONE USES GAS AS AN ENERGY RESOURCE IT IS IMPORTANT TO HAVE A CARBON MONOXIDE DETECTOR IN THE HOME ------------------------------------------------------------------------------------------------------------------ TOTAL TYPE LENGTH(YRS) HOME CITY LIMITS PREV EXPER GENDER ------------- -------------------- ------------- ------------- ------------- ------------- NAT LP 1-3 4-10 11 + OWN RENT YES NO YES NO MALE FEMALE ------------------------------------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ---- BASE 311 287 24 101 107 103 294 17 161 150 231 80 144 167 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 STRONGLY AGREE 59 56 3 27 18 14 58 1 29 30 43 16 28 31 19.0 19.5 12.5 26.7 16.8 13.6 19.7 5.9 18.0 20.0 18.6 20.0 19.4 18.6 AGREE 127 117 10 42 37 48 115 12 68 59 94 33 53 74 40.8 40.8 41.7 41.6 34.6 46.6 39.1 70.6 42.2 39.3 40.7 41.3 36.8 44.3 1 ,�. DISAGREE 32 29 3 6 95 11 30 2 18 14 24 8 25 7 u' 10.3 10.1 12.5 5.9 14.0 10.7 10.2 11.8 11.2 9.3 10.4 10.0 17.4 4.2 1 STRONGLY DISAGREE 6 6 0 1 2 3 6 0 4 2 4 2 2 4 1.9 2.1 .0 1.0 1.9 2.9 2.0 .0 2.5 1.3 1.7 2.5 1.4 2.4 DON'T KNOW 87 79 8 25 35 27 85 2 42 45 66 21 36 51 28.0 27.5 33.3 24.8 32.7 26.2 28.9 11.8 26.1 30.0 28.6 26.3 25.0 30.5 Gas Usage And Appliance Satisfaction - Seventy percent (69.5�) of residential customers had multiple appliances on gas. Median number of appli- ances on gas per customer was 2.6. - Approximately sixty percent of residential customers stated they currently have a gas water heater (61.1�) and/or a gas range/oven/stove (59.2�). - Slightly over one-third (34.1�) of natural gas custo- mers said their central heating/furnace was on gas. A majority (54.2�) of propane customers said they were using propane to fuel their pool/spa heater. - Over twenty percent of both natural gas (21.3�) and propane customers (29.2�) stated they have a gas clothes dryer. - With the exception of indoor/outdoor lighting, very good majorities stated they are satisfied with each of the gas appliances they currently have. (See Summary Table 1). SUMMARY TABLE 1 APPLIANCES ON GAS AND SATISFACTION Appliance Water heater Range/oven/stove Central heating/furnace Clothes dryer Pool/spa heater Wall heater Grill Fireplace logs Space heater Central air conditioning Indoor/outdoor lighting $ Have 61.1 59.1 32.2 21.9 14.1 10.6 7.7 6.1 3.9 2.9 1.3 Satisfaction ( $ ) Verv 78.9 75.0 77.0 80.9 79.5 45.5 87.5 52.6 91.7 66.7 25.0 Total 96.8 94.6 97.0 98.5 86.3 84.9 100.0 68.4 100.0 77.8 50.0 - Among homeowners only, a majority (57.5$) had all their gas appliances on gas from the time they moved into their home. Approximately two in five customers (42.5�) converted some appliances to gas after moving into their home. - 46 - � � � �� - -. � BORDNER RESEARCH, INC TABLE 13* Q.7A APPLIANCES CURRENTLY HAVE ON GAS ----------------------------- ----------------------------- BASE WATER HEATER RANGE/OVEN/STOVE � CLOTHES DRYER � v � POOL/SPA HEATER FIREPLACE LOGS GRILLS CENTRAL HEATING/FURNACE CENTRAL AIR CONDITIONING INDOOR/OUTDOOR LIGHTING WALL HEATER 1997 CGS RESIDENTIAL CUSTOMER SURVEY TOTAL TYPE LENGTH(YRS) HOME CITY LIMITS PREV EXPER GENDER ------------- -------------------- ------------- ------------- ------------- ------------- NAT LP 1-3 4-10 11 + OWN RENT YES NO YES NO MALE FEMALE ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ 311 287 24 101 107 103 294 17 161 150 231 80 144 167 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 190 180 10 58 61 71 182 8 94 96 138 52 95 95 61.1 62.7 41.7 57.4 57.0 68.9 61.9 47.1 58.4 64.0 59.7 65.0 66.0 56.9 184 173 11 51 65 68 174 10 92 92 138 46 82 102 59.2 60.3 45.8 50.5 60.7 66.0 59.2 58.8 57.1 61.3 59.7 57.5 56.9 61.1 68 61 7 21 27 20 68 0 27 41 46 22 37 31 21.9 21.3 29.2 20.8 25.2 19.4 23.1 .0 16.8 27.3 19.9 27.5 25.7 18.6 44 31 13 26 13 5 44 0 16 28 31 13 23 21 14.1 90.8 54.2 25.7 12.1 4.9 15.0 .0 9.9 18.7 13.4 16.3 16.0 12.6 19 14 5 10 8 1 19 0 8 11 13 6 13 6 6.1 4.9 20.8 9.9 7.5 1.0 6.5 .0 5.0 7.3 5.6 7.5 9.0 3.6 2y 22 2 g 8 8 24 0 9 15 17 7 11 13 7.7 7.7 8.3 7.9 7.5 7.8 8.2 .0 5.6 10.0 7.4 8.8 7.6 7.8 100 gg 2 24 37 39 95 5 53 47 84 16 36 64 32.2 34.1 8.3 23.8 34.6 37.9 32.3 29.4 32.9 31.3 36.4 20.0 25.0 38.3 9 9 0 2 5 2 8 1 7 2 6 3 4 5 2.9 3.1 .0 2.0 4.7 1.9 2.7 5.9 4.3 1.3 2.6 3.8 2.8 3.0 4 4 0 0 3 1 4 0 3 1 1 3 2 2 1.3 1.4 .0 .0 2.8 1.0 1.4 .0 1.9 .7 .4 3.8 1.4 1.2 33 33 0 3 10 20 30 3 19 14 26 7 14 19 10.6 11.5 .0 3.0 9.3 19.4 10.2 17.6 11.8 9.3 11.3 8.8 9.7 11.4 (continued) � 80RDNER RESEARCH, INC TABLE 13* Q.7A APPLIANCES CURRENTLY HAVE ON GAS SPACE HEATER � � w I 1997 CGS RESIDENTIAL CUSTOMER SURVEY --------------- TOTAL TYPE NAT ----------------- ------ ------ 12 12 3.9 4.2 LENGTH(YRS) HOME CITY LIMITS PREV EXPER GENDER ---- -------------------- ------------- ------------- ------------- ------------- LP� 1-3 4-10 11 + OWN RENT YES NO YES NO MALE FEMALE ---- ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ -- 0 0 3 9 90 2 8 4 9 3 3 9 .0 .0 2.8 8.7 3.4 11.8 5.0 2.7 3.9 3.8 2.1 5.4 BORDNER RESEARCH, INC TABLE 14 �.78 WATER HEATER SATISFACTION ---------------------- ---------------------- BASE VERY SATISfIED SATISFIED I r � I DISATISFIED VERY DISATISFIED 1997 CGS RESIDENTIAL CUSTOMER SURVEY TOTAL TYPE LENGTH(YRS) HOME CITY LIMITS PREV EXPER GENOER ------------- -------------------- ------------- ------------- ------------- ------------- NAT LP 1-3 4-10 11 + OWN RENT YES NO YES NO MALE FEMALE -- ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ 190 180 10 58 61 71 182 8 44 96 138 52 95 95 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 150 143 7 42 49 59 143 7 75 75 113 37 73 77 78.9 79.4 70.0 72.4 80.3 83.1 78.6 87.5 79.8 78.1 81.9 71.2 76.8 81.1 34 32 2 12 12 10 33 1 15 19 22 12 18 16 17.9 17.8 20.0 20.7 19.7 14.1 18.1 12.5 16.0 19.8 15.9 23.1 18.9 16.8 4 3 1 3 0 1 4 0 3 1 2 2 2 2 2.1 1.7 10.0 5.2 .0 1.4 2.2 .0 3.2 1.0 1.4 3.8 2.1 2.1 2 2 0 1 0 1 2 0 1 1 1 1 2 0 1.1 1.1 .0 1.7 .0 1.4 1.1 .0 1.1 1.0 .7 1.9 2.1 .0 BORDNER RESEARCH, INC TABLE 15 A.7C RANGE/OVEN/STOVE SATISFACTION ------------------------ BASE VERY SATISFIED SATISFIED � DISATISFIED �n O � VERY DISATISFIED 1997 CGS RESIDENTIAL CUSTOMER SURVEY TOTAL TYPE LENGTH(YRS) HOME CITY LIMITS PREV EXPER GENDER -��__________ ____________________ _____________ _____________ _____________ _____________ NAT LP 1-3 4-10 11 + OWN RENT YES NO YES NO MALE FEMALE ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ 184 173 11 51 65 68 174 10 92 92 138 46 82 102 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 138 132 6 34 45 59 130 8 72 66 106 32 58 80 75.0 76.3 54.5 66.7 69.2 86.8 74.7 80.0 78.3 71.7 76.8 69.6 70.7 78.4 36 32 4 12 18 6 35 1 15 21 26 10 21 15 19.6 18.5 36.4 23.5 27.7 8.8 20.1 10.0 16.3 22.8 18.8 21.7 25.6 14.7 8 7 1 4 2 2 7 1 4 4 S 3 2 6 4.3 4.0 9.1 7.8 3.1 2.9 4.0 10.0 4.3 4.3 3.6 6.5 2.4 5.9 2 2 0 1 0 1 2 0 1 1 1 1 1 1 1.1 1.2 .0 2.0 .0 1.5 1.1 .0 1.1 1.1 .7 2.2 1.2 1.0 0 1997 CGS RESIDENTIAL CUSTOMER SURVEY BORDNER RESEARCH, INC TABLE 16 �.7D CLOTHES DRYER SATISfACTION --------------------------------- TOTAL TYPE LENGTH(YRS) HOME CITY LIMITS PREV EXPER GENDER ------------- -------------------- ------ ------------- ------------- ------------- NAT LP 1-3 4-10 11 + OWN YES NO YES NO MALE FEMALE ------------------------------------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ BASE 68 61 7 21 27 20 68 27 41 46 22 37 31 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 VERY SATISFIED 55 49 6 14 22 19 55 22 33 41 14 28 27 80.9 80.3 85.7 66.7 81.5 95.0 80.9 81.5 80.5 89.1 63.6 75.7 87.1 SATISFIED 12 11 1 6 5 1 12 4 8 5 7 9 3 17.6 18.0 14.3 28.6 18.5 5.0 17.6 14.8 19.5 10.9 31.8 24.3 9.7 � DISATISfIED 1 1 0 1 0 0 1 1 0 0 1 0 1 � 1.5 1.6 .0 4.8 .0 .0 1.5 3.7 .0 .0 4.5 .0 3.2 � I BORDNER RESEARCH, INC TABLE 17 Q.7E POOL/SPA HEATER SATISfACTION ------------------- ------------------- BASE VERY SATISFIED SATISFIED � DISATISFIED � N � VERY DISATISFIED 1997 C6S RESIDENTIAL CUSTOMER SURVEY TOTAI TYPE LENGTH(YRS) HOME CITY LIMITS PREV EXPER GENDER ------------- -------------------- ------ ------------- ------------- ------------- NAT LP 1-3 4-10 11 + OWN YES NO YES NO MALE fEMALE --------------- ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ 44 31 13 26 13 5 44 16 28 31 13 23 21 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 35 28 7 18 12 5 35 13 22 23 12 20 15 79.5 90.3 53.8 69.2 92.3 100.0 79.5 81.3 78.6 74.2 92.3 87.0 71.4 3 1 2 3 0 0 3 0 3 3 0 0 3 6.8 3.2 15.4 11.5 .0 .0 6.8 .0 10.7 9.7 .0 .0 14.3 5 1 4 4 1 0 5 3 2 4 1 2 3 11.4 3.2 30.8 15.4 7.7 .0 11.4 18.8 7.1 12.9 7.7 8.7 14.3 1 1 0 1 0 0 1 0 1 1 0 1 0 2.3 3.2 .0 3.8 .0 .0 2.3 .0 3.6 3.2 .0 4.3 .0 1997 CGS RESIDENTIAL CUSTOMER SURVEY BORDNER RESEARCH, INC TABLE 18 Q.7F FIREPLACE LOGS SATISFACTION ------------- - TOTAL TYPE LENGTH(YRS) HOME CITY LIMITS PREV EXPER GENDER ------------- -------------------- ------ ------------- ------------- ------------- NAT LP 1-3 4-10 11 + OWN YES NO YES NO MALE FEMALE ------------------------------------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ eASE 19 14 5 10 8 1 19 8 11 13 6 13 6 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 VERY SATISFIED 10 6 4 7 2 1 10 3 7 7 3 7 3 52.6 42.9 80.0 70.0 25.0 100.0 52.6 37.5 63.6 53.8 50.0 53.8 50.0 SATISFIED 3 2 1 1 2 0 3 0 3 3 0 3 0 15.8 14.3 20.0 10.0 25.0 .0 15.8 .0 27.3 23.1 .0 23.1 .0 1 DISATISFIED 4 4 0 1 3 0 4 4 0 1 3 3 1 �, 21.1 28.6 .0 10.0 37.5 .0 21.1 50.0 .0 7.7 50.0 23.1 16.7 w � DON' T KNOW 2 2 0 1 1 0 2 1 1 2 0 0 2 10.5 14.3 .0 10.0 12.5 .0 10.5 12.5 9.1 15.4 .0 .0 33.3 1997 CGS RESIDENTIAL CUSTOMER SURVEY BORDNER RESEARCH, INC TABLE 19 Q.7G GRILL SATISfACTION TOTAL TYPE LENGTH(YRS) HOME CITY LIMITS PREV EXPER GENDER ------------- -------------------- ------ ------------- ------------- ------------- NAT LP 1-3 4-10 11 + OWN YES NO YES NO MALE FEMALE ------------------------------------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ BASE 24 22 2 8 8 8 24 9 15 �7 7 11 13 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 VERY SATISFIED 21 20 1 6 7 8 21 9 12 15 6 10 11 87.5 90.9 50.0 75.0 87.5 100.0 87.5 100.0 80.0 88.2 85.7 90.9 84.6 SATISFIED 3 2 1 2 1 0 3 0 3 2 1 1 2 12.5 9.1 50.0 25.0 12.5 .0 12.5 .0 20.0 11.8 14.3 9.1 15.4 I � � I 1997 C6S RESIDENTIAL CUSTOMER SURVEY BORDNER RESEARCH, INC TABLE 20 Q.7H HEATING/FURNACE SATISFACTION TOTAL TYPE LENGTH(YRS) HOME CITY LIMITS PREV EXPER GENDER ------------- -------------------- ------------- ------------- ------------- ------------- NAT LP 1-3 4-10 11 + OWN RENT YES NO YES NO MALE FEMALE ------------------------------------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ----- BASE 100 98 2 24 37 39 95 5 53 47 84 16 36 64 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 VERY SATISFIED 77 76 1 15 30 32 73 4 41 36 66 11 31 46 77.0 77.6 50.0 62.5 81.1 82.1 76.8 80.0 77.4 76.6 78.6 68.8 86.1 71.9 SATISFIED 20 19 1 6 7 7 19 1 9 11 17 3 5 15 20.0 19.4 50.0 25.0 18.9 17.9 20.0 20.0 17.0 23.4 20.2 18.8 13.9 23.4 I DISATISFIED 3 3 0 3 0 0 3 0 3 0 1 2 0 3 u, 3.0 3.1 .0 12.5 .0 .0 3.2 .0 5.7 .0 1.2 12.5 .0 4.7 �n I 1997 CGS RESIDENTIAL CUSTOMER SURYEY BORDNER RESEARCH, INC TABLE 21 Q.7I AIR CONDITIONING SATISFACTION TOTAL TYPE LENGTH<YRS) HOME CITY LIMITS PREV EXPER GENDER ------ -------------------- ------------- ------------- ------------- ------------- NAT 1-3 4-10 11 + OWN RENT YES NO YES NO MALE FEMALE ------------------------------------ ------ ------ ------ ------ ------ ------ ------ ------ ----- - BASE 9 9 2 5 2 8 1 7 2 6 3 4 5 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 VERY SATISFIED 6 6 0 4 2 5 1 4 2 5 1 3 3 66.7 66.7 .0 80.0 100.0 62.5 100.0 57.1 100.0 83.3 33.3 75.0 60.0 SATISFIED 1 1 0 1 0 1 0 1 0 0 1 1 0 11.1 11.1 .0 20.0 .0 12.5 .0 14.3 .0 .0 33.3 25.0 .0 � DISATISFIED 2 2 2 0 0 2 0 2 0 1 1 0 2 � 22.2 22.2 100.0 .0 .0 25.0 .0 28.6 .0 16.7 33.3 .0 40.0 rn I 1997 CGS RESIDENTIAL CUSTOMER SURVEY BORDNER RESEARCH, INC TABLE 22 Q.7J LIGHTING SATISFACTION TOTAL TYPE LENGTH(YRS) HOME CITY LIMITS PREV EXPER GENDER � ------ ------------- ------ ------------- ------------- ------------- NAT 4-10 11 + OWN YES NO YES NO MALE FEMALE ------------------------------------ ------ ------ ------ ------ ------ ------ ------ ------ ------ - BASE 4 4 3 1 4 3 1 1 3 2 2 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 VERY SATISFIED 1 1 0 1 1 9 0 1 0 0 1 25.0 25.0 .0 100.0 25.0 33.3 .0 100.0 .0 .0 50.0 SATISFIED 1 1 1 0 1 0 1 0 1 0 1 25.0 25.0 33.3 .0 25.0 .0 100.0 .0 33.3 .0 50.0 � DISATISFIED 2 2 2 0 2 2 0 0 2 2 0 � 50.0 50.0 66.7 .0 50.0 66.7 .0 .0 66.7 100.0 .0 � 1 BORDNER RESEARCH, INC TABLE 23 Q.7K WALL HEATER SATISfACTION ------------------ BASE VERY SATISFIED SATISfIED � DISATISFIED � � � VERY DISATISFIED 1997 CGS RESIDENTIAL CUSTOMER SURVEY TOTAL TYPE LENGTH(YRS) HOME CITY LIMITS PREV EXPER GENDER ------ -------------------- ------------- ------------- ------------- ------------- NAT 1-3 4-10 11 + OWN RENT YES NO YES NO MALE FEMAIE --- ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ 33 33 3 10 20 30 3 19 14 26 , 7 14 19 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 15 15 2 1 12 14 1 10 5 11 4 4 11 45.5 45.5 66.7 10.0 60.0 46.7 33.3 52.6 35.7 42.3 57.1 28.6 57.9 13 13 1 6 6 11 2 5 8 12 1 7 6 39.4 39.4 33.3 60.0 30.0 36.7 66.7 26.3 57.9 46.2 14.3 50.0 31.6 2 2 0 0 2 2 0 1 1 0 2 1 1 6.1 6.1 .0 .0 10.0 6.7 .0 5.3 7.1 .0 28.6 7.1 5.3 3 3 0 3 0 3 0 3 0 3 0 2 1 9.1 9.1 .0 30.0 .0 10.0 .0 15.8 .0 11.5 .0 14.3 5.3 BORDNER RESEARCH, INC TABLE 24 Q.7L SPACE HEATER SATISFACTION -------------- BASE VERY SATISFIED SATISFIED I ln �D I 1997 CGS RESIDENTIAL CUSTOMER SURVEY TOTAL TYPE LENGTH(YRS) HOME CITY LIMITS PREV EXPER GENDER ------ ------------- ------------- ------------- ------------- ------------- NAT 4-10 11 + OWN RENT YES NO YES NO MAIE FEMALE ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ 12 12 3 9 10 2 8 4 9 3 3 9 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 11 11 2 9 10 1 7 4 9 2 3 8 91.7 91.7 66.7 100.0 100.0 50.0 87.5 100.0 100.0 66.7 100.0 88.9 1 1 1 0 0 1 1 0 0 1 0 1 8.3 8.3 33.3 .0 .0 50.0 12.5 .0 .0 33.3 .0 11.1 BORDNER RESEARCH, INC TABLE 25 (HOMEOWNERS ONLY) Q.9 HAVE ALL APPLIANCES ON GAS FROM TIME MOVED IN OR CONVERT SOME AFTER MOVING IN 1997 CGS RESIDENTIAL CUSTOMER SURVEY TOTAL TYPE LENGTH(YRS) CITY LIMITS PREV EXPER GENDER ------------- -------------------- ------------- ------------- ------------- NAT LP 1-3 4-10 11 + YES NO YES NO MALE FEMALE ------------------------------------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ---- BASE 294 270 24 94 101 99 149 145 221 73 136 158 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 FROM BEGINNING 169 156 13 55 54 60 83 86 123 46 77 92 57.5 57.8 54.2 58.5 53.5 60.6 55.7 59.3 55.7 63.0 56.6 58.2 CONVERTED SOME 125 114 11 39 47 39 66 59 98 27 59 66 42.5 42.2 45.8 41.5 46.5 39.4 44.3 40.7 44.3 37.0 43.4 41.8 9 AQpliance Replacement - Slightly less than one-half (47.6�) of homeowners said that if any of their current electric appliances broke and needed to be replaced they would seriously consider replacing them with gas. - The most likely electric appliances to be considered for replacement with gas were clothes dryer (39.3�), range/oven/stove (35.7�) and water heater (25.0�). - A substantial majority (88.8�) consider replacing any of their electric appliances if the need of homeowners would not gas appliances with for replacement arose. - Among those who would consider replacing gas with electric, major appliances mentioned were water heater (39.4$), range/oven/stove (21.2�) and central heating/ furnace (18.2�). - If homeowners wanted to purchase a new they would go to a variety of places. (35.0�) specifically said that one of would look was at the gas company. - 61 - �� ' '. ♦ 1 gas appliance, Over one-third the places they 1997 CGS RESIDENTIAL CUSTOMER SURVEY BORDNER RESEARCH, INC TABLE 26 (HOMEOWNERS ONLY) Q.10A IF ANY CURRENT ELECTRIC APPLIANCES NEEDED BE REPLACED SERIOUSLY CONSIDER REPLACING WITH GAS TOTAL TYPE LENGTH(YRS) CITY LIMITS PREV EXPER GENDER ------------- -------------------- ------------- ------------- ------------- NAT LP 1-3 4-10 11 + YES NO YES NO MALE FEMALE ------------------------------------ ------ ------ ------ ------ ------ ------ ------ ------ -- BASE 294 270 24 94 101 99 149 145 221 73 136 158 100.0 100.0 100.0 100.0 900.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 YES 140 128 12 50 50 40 70 70 103 37 70 70 47.6 47.4 50.0 53.2 49.5 40.4 47.0 48.3 46.6 50.7 51.5 44.3 NO 152 140 12 44 51 57 77 75 116 36 65 87 51.7 51.9 50.0 46.8 50.5 57.6 51.7 51.7 52.5 49.3 47.8 55.1 � � DON' T KNOW 2 2 0 0 0 2 2 0 2 0 1 1 N ,7 .7 .0 .0 .0 2.0 1.3 .0 .9 .0 .7 .6 1 BORDNER RESEARCH, INC TABLE 27* Q.108 WHICH ELECTRIC APPLIANCES CONSIDER REPLACING WITH GAS I a� w i BASE WATER HEATER RANGE/OVEN/STOVE CLOTHES DRYER POOL/SPA HEATER FIREPLACE LOGS GRILLS CENTRAL HEATING/FURNACE CENTRAL AIR CONDITIONING REFRIGERATOR DON'T KNOW 1997 CGS RESIDENTIAL CUSTOMER SURVEY TOTAL TYPE LENGTH(YRS) CITY LIMITS PREV EXPER GENDER ------------- -------------------- ------------- ------------- ------------- NAT LP 1-3 4-10 11 + YES NO YES NO MALE fEMALE ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ 140 128 12 50 50 40 70 70 103 37 70 70 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 35 30 5 11 16 8 18 17 27 8 21 14 25.0 23.4 41.7 22.0 32.0 20.0 25.7 24.3 26.2 21.6 30.0 20.0 50 43 7 25 19 6 28 22 42 8 27 23 35.7 33.6 58.3 50.0 38.0 15.0 40.0 31.4 40.8 21.6 38.6 32.9 55 52 3 19 18 18 30 25 40 15 23 32 39.3 40.6 25.0 38.0 36.0 45.0 42.9 35.7 38.8 40.5 32.9 45.7 1 1 0 1 0 0 0 1 0 1 0 1 .7 .8 .0 2.0 .0 .0 .0 1.4 .0 2.7 .0 1.4 1 1 0 1 0 0 1 0 1 0 0 1 .7 .8 .0 2.0 .0 .0 1.4 .0 1.0 .0 .0 1.4 1 1 0 0 1 0 1 0 1 0 1 0 .7 .8 .0 .0 2.0 .0 1.4 .0 1.0 .0 1.4 .0 16 13 3 9 3 4 9 7 12 4 8 8 11.4 10.2 25.0 18.0 6.0 10.0 12.9 10.0 11.7 10.8 11.4 11.4 17 15 2 7 5 5 8 9 15 2 7 10 12.1 11.7 16.7 14.0 10.0 12.5 11.4 12.9 14.6 5.4 10.0 14.3 6 6 0 2 0 4 6 0 3 3 3 3 4.3 4.7 .0 4.0 .0 10.0 8.6 .0 2.9 8.1 4.3 4.3 14 13 1 2 8 4 6 8 10 4 6 8 10.0 10.2 8.3 4.0 16.0 10.0 8.6 11.4 9.7 10.8 8.6 11.4 1997 CGS RESIDENTIAL CUSTOMER SURVEY BORDNER RESEARCH, INC TABLE 28 (HOMEOWNERS ONLY) �.11A IF ANY CURRENT GAS APPLIANCES NEEDED BE REPLACED SERIOUSLY CONSIDER REPLACING WITH ELECTRICITY TOTAL TYPE LENGTH(YRS) CITY LIMITS PREV EXPER GENDER ' ------------- -------------------- ------------- ------------- ------------- NAT LP 1-3 4-10 11 + YES NO YES NO MALE FEMALE ------------------------------------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ BASE 294 270 24 94 101 99 149 145 221 73 136 158 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 YES NO I O� � i 33 30 3 11 15 7 22 11 22 11 17 16 11.2 11.1 12.5 11.7 14.9 7.1 14.8 7.6 10.0 15.1 12.5 10.1 261 240 21 83 86 92 127 134 199 62 119 142 88.8 88.9 87.5 88.3 85.1 92.9 85.2 92.4 90.0 84.9 87.5 89.9 1997 CGS RESIDENTIAL CUSTOMER SURVEY BORDNER RESEARCH, INC TABLE 29* Q.11B WHICH GAS APPLIANCES CONSIDER REPLACING WITH ELECTRICITY 1 rn �n I BASE WATER HEATER RANGE/OVEN/STOVE CLOTHES DRYER POOL/SPA HEATER CENTRAL HEATING/FURNACE CENTRAL AIR CONDITIONING INDOOR/OUTDOOR LIGHTING WALL HEATER uoN � T iwou -------------------------------------------------------------------------------------- TOTAL TYPE LENGTH(YRS) CITY LIMITS PREV EXPER GENDER ------------- -------------------- ------------- ------------- ------------- NAT LP 1-3 4-10 11 + YES NO YES NO MALE fEMALE -- ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ 33 30 3 11 15 7 22 11 22 11 17 16 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 13 12 1 4 6 3 8 5 9 4 10 3 39.4 40.0 33.3 36.4 40.0 42.9 36.4 45.5 40.9 36.4 58.8 18.8 7 6 1 2 4 1 6 1 6 1 3 4 21.2 20.0 33.3 18.2 26.7 14.3 27.3 9.1 27.3 9.1 17.6 25.0 1 1 0 1 0 0 1 0 0 1 0 1 3.0 3.3 .0 9.1 .0 .0 4.5 .0 .0 9.1 .0 6.3 4 2 2 3 1 0 1 3 3 1 3 1 12.1 6.7 66.7 27.3 6.7 .0 4.5 27.3 13.6 9.1 17.6 6.3 6 6 0 3 2 1 6 0 3 3 2 4 18.2 20.0 .0 27.3 13.3 14.3 27.3 .0 13.6 27.3 11.8 25.0 2 2 0 2 0 0 2 0 1 1 0 2 6.1 6.7 .0 18.2 .0 .0 9.1 .0 4.5 9.1 .0 12.5 2 2 0 0 2 0 2 0 0 2 2 0 6.1 6.7 .0 .0 13.3 .0 9.1 .0 .0 18.2 11.8 .0 4 4 0 0 3 1 1 3 3 1 1 3 12.1 13_3 .0 .0 20.0 14.3 4.5 27.3 13.6 9.1 5.9 18.8 3 2 1 1 1 1 1 2 2 1 2 1 9.1 6.7 33.3 9.1 6.7 14.3 4.5 18.2 9.1 9.1 11.8 6.3 � BORDNER RESEARCH, INC TABLE 30* (HOMEOWNERS ONLY) Q.12 YHERE GO TO PURCHASE NEW GAS APPLIANCE 1 rn rn i -------------------------- BASE DEPARTMENT STORE APPLIANCE STORE GAS COMPANY HOME DEPOT/BUILDERS SQUARE DON'T KNOW/SHOP AROUND 1997 CGS RESIDENTIAL CUSTOMER SURVEY -------------------------------------------------------------------------------------- TOTAL TYPE LENGTH(YRS) CITY LIMITS PREV EXPER GENDER ------------- -------------------- ------------- ------------- ------------- NAT LP 1-3 4-10 11 + YES NO YES NO MALE FEMALE -- ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ 294 270 24 94 101 99 149 145 221 73 136 158 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 79 71 8 29 26 24 28 51 65 14 51 28 26.9 26.3 33.3 30.9 25.7 24.2 18.8 35.2 29.4 19.2 37.5 17.7 109 97 12 36 38 35 47 62 82 27 56 53 37.1 35.9 50.0 38.3 37.6 35.4 31.5 42.8 37.1 37.0 41.2 33.5 103 99 4 28 31 44 64 39 75 28 34 69 35.0 36.7 16.7 29.8 30.7 44.4 43.0 26.9 33.9 38.4 25.0 43.7 6 6 0 1 3 2 3 3 5 1 6 0 2.0 2.2 .0 1.1 3.0 2.0 2.0 2.1 2.3 1.4 4.4 .0 45 41 4 14 23 8 23 22 33 12 20 25 15.3 15.2 16.7 14.9 22.8 8.1 15.4 15.2 14.9 16.4 14.7 15.8 Gas Air ConditioninQ - Three-fourths (75.9�) of homeowners currently have electric central heating and air conditioning in their home. - Among those customers with electric central heating and air, sixty-one percent (61.0�) said they would consider installing gas air conditioning if their current unit needed to be replaced and gas air conditioning was available. Those who had used gas at a previous resi- dence were more likely than first time gas users to express this opinion. - Among the thirty-six percent (36.3�) of respondents who would not consider replacing electric with gas air con- ditioning, major reasons offered for their position were cost (37.0�), lack of awareness of gas air conditioning (23.5$) and familiarity/comfort with electricity (23.5�). - Sixty percent (60.1$) stated they would pay more for gas air conditioning if the operational savings provided a payback in three years or less. This was particularly true for propane customers and/or those who had previous experience with gas. - 67 - � � � �� ' '. � 1997 CGS RESIOENTIAL CUSTOMER SURVEY BORDNER RESEARCH, INC TABLE 31 (HOMEOVJNERS ONLY) �.13 CURRENTLY HAVE CENTRAL HEATING AND AIR CONDITIONING IN HOME ------------------------------------------------------------------------------------------------------------------------ TOTAL TYPE LENGTH(YRS) CITY LIMITS PREV EXPER GENDER ------------- -------------------- ------------- ------------- ------------- NAT LP 1-3 4-10 11 + YES NO YES NO MALE FEMALE ------------------------------------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ BASE 294 270 24 94 101 99 149 145 221 73 136 158 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 YES 223 199 24 83 81 59 109 114 166 57 109 114 75.9 73.7 100.0 88.3 80.2 59.6 73.2 78.6 75.1 78.1 80.1 72.2 NO 65 65 0 10 17 38 36 29 50 15 24 41 22.1 24.1 .0 10.6 16.8 38.4 24.2 20.0 22.6 20.5 17.6 25.9 I a. YES, GAS 6 6 0 1 3 2 4 2 5 1 3 3 °D 2.0 2.2 .0 1.1 3.0 2.0 2.7 1.4 2.3 1.4 2.2 1.9 I 1997 CGS RESIDENTIAL CUSTOMER SURVEY BORDNER RESEARCH, INC TABLE 32 Q.14A IF CURRENT ELECTRIC AIR CONDITIONIN6 UNIT NEED TO BE REPLACED CONSIDER INSTALLING GAS A/C IF AVAILABIE 0 TOTAL TYPE LENGTH(YRS) CITY LIMITS PREV EXPER GENDER ------------- -------------------- ------------- ------------- ------------- NAT LP 1-3 4-10 11 + YES NO YES NO MALE FEMALE ------------------------------------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ BASE 223 199 24 83 81 59 109 114 166 57 109 114 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 YES 136 123 13 58 45 33 66 70 108 28 59 77 61.0 61.8 54.2 69.9 55.6 55.9 60.6 61.4 65.1 49.1 54.1 67.5 NO 81 70 11 24 34 23 41 40 53 28 47 34 36.3 35.2 45.8 28.9 42.0 39.0 37.6 35.1 31.9 49.1 43.1 29.8 � rn DON' T KNOW 6 6 0 1 2 3 2 4 5 1 3 3 � 2.7 3.0 .0 1.2 2.5 5.1 1.8 3.5 3.0 1.8 2.8 2.6 I BORDNER RESEARCH, INC TABLE 33* Q.14B WHY NOT CONSIDER GAS AIR CONDITIONIN6 I � 0 i ----------------------• BASE T00 COSTLY NOT AWARE AVAILABLE FAMILIAR 41ITH ELECTRIC GAS T00 DANGEROUS DISLIKE GAS HEARD NOT WORK WELL DON'T KNOW 1997 CGS RESIDENTIAL CUSTOMER SURVEY TOTAL TYPE LENGTH(YRS) CITY LIMITS PREV EXPER GENDER ------------- -------------------- ------------- ------------- ------------- NAT LP 1-3 4-10 11 + YES NO YES NO MALE FEMALE - ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ 81 70 11 24 34 23 41 40 53 28 47 34 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 30 26 4 8 19 3 18 12 22 8 20 10 37.0 37.1 36.4 33.3 55.9 13.0 43.9 30.0 41.5 28.6 42.6 29.4 19 14 5 9 5 5 8 11 13 6 8 11 23.5 20.0 45.5 37.5 14.7 21.7 19.5 27.5 24.5 21.4 17.0 32.4 19 16 3 7 6 6 8 11 10 9 10 9 23.5 22.9 27.3 29.2 17.6 26.1 19.5 27.5 18.9 32.1 21.3 26.5 3 3 0 1 1 1 1 2 1 2 0 3 3.7 4.3 .0 4.2 2.9 4.3 2.4 5.0 1.9 7.1 .0 8.8 3 3 0 1 0 2 3 0 0 3 1 2 3.7 4.3 .0 4.2 .0 8.7 7.3 .0 .0 10.7 2.1 5.9 5 5 0 2 2 1 2 3 2 3 3 2 6.2 7.1 .0 8.3 5.9 4.3 4.9 7.5 3.8 10.7 6.4 5.9 6 6 0 0 1 5 3 3 6 0 5 1 7.4 8.6 .0 .0 2.9 21.7 7.3 7.5 11.3 .0 10.6 2.9 BORDNER RESEARCH, INC TABLE 34 Q.15 WILLING TO PAY MORE FOR GAS AIR CONDITIONING EQUIPMENT IF OPERATIONAL SAVINGS PROVIDED PAYBACK IN 3 YEARS OR LESS BASE YES NO I V i--� DON' T lOJOW i 1997 CGS RESIDENTIAL CUSTOMER SURVEY TOTAL TYPE LENGTH(YRS) CITY LIMITS PREV EXPER GENDER ------------- -------------------- ------------- ------------- ------------- NAT LP 1-3 4-10 11 + YES NO YES NO MALE FEMALE ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ 223 199 24 83 81 59 109 114 166 57 109 114 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 134 116 18 58 42 34 59 75 106 28 60 74 60.1 58.3 75.0 69.9 51.9 57.6 54.1 65.8 63.9 49.1 55.0 64.9 48 46 2 11 24 13 32 16 28 20 30 18 21.5 23.1 8.3 13.3 29.6 22.0 29.4 14.0 16.9 35.1 27.5 15.8 41 37 4 14 15 12 18 23 32 9 19 22 18.4 18.6 16.7 16.9 18.5 20.3 16.5 20.2 19.3 15.8 17.4 19.3 CGS Service Awareness - While a majority of customers seemed to be aware that CGS offers a full range of products and services, significant percentages of customers were not aware of the specific products and services offered. (See Summary Table 2 ) . - Propane customers, those who had been customers less than four years, renters, first time gas users and women were more likely than their respective counter- parts to be unaware that CGS sells brand name appli- ances and has an appliance showroom. - Renters were more likely than homeowners to not be aware that CGS offers appliance installation services and inside piping installation. SiJNII�IARY TABLE 2 CGS AWARENESS ($) Product/Service Sells name brand appliances Has appliance showroom Offers appliance installation services Offers inside piping installation Offers appliance service and repair Has Energy Cons.ervation Allowance Program Has 24-hour emergency dispatch number - 72 - � �� ' �� S. � � 1 , Unaware 29.9 32.5 29.6 36.7 38.3 65.0 31.2 1997 CGS RESIDENTIAL CUSTOMER SURVEY BORDNER RESEARCH, INC TABLE 35 �.16A AWARENESS CGS SELLS NAME BRAND GAS APPLIANCES ---------------------------------------- TOTAL TYPE LENGTH(YRS) HOME CITY LIMITS PREV EXPER GENDER ------------- -------------------- ------------- ------------- ------------- ------------- NAT LP 1-3 4-10 11 + OWN RENT YES NO YES NO MALE FEMALE ------------------------------------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ BASE 311 287 24 101 107 103 294 17 161 150 231 80 144 967 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 FIRST TIME HEARD 93 82 11 39 32 22 86 7 49 44 59 34 32 61 29.9 28.6 45.8 38.6 29.9 21.4 29.3 41.2 30.4 29.3 25.5 42.5 22.2 36.5 ALREADY KNEW 218 205 13 62 75 81 208 10 112 106 172 46 112 106 70.1 71.4 54.2 61.4 70.1 78.6 70.7 58.8 69.6 70.7 74.5 57.5 77.8 63.5 I v w i 1997 CGS RESIDENTIAL CUSTOMER SURVEY BORDNER RESEARCH, INC TABLE 36 Q.16B AWARENESS CGS HAS APPLIANCE SHOWROOM TOTAL TYPE LENGTH(YRS) FIOME CITY LIMITS PREV EXPER GENDER ------------- -------------------- ------------- ------------- ------------- ------------- NAT LP 1-3 4-10 11 + OWN RENT YES NO YES NO MALE FEMALE ------------------------------------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ BASE 311 287 24 101 107 103 294 17 161 150 231 80 144 167 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 FIRST TIME HEARD 101 88 13 47 33 21 93 8 46 55 70 31 39 62 32.5 30.7 54.2 46.5 30.8 20.4 31.6 47.1 28.6 36.7 30.3 38.8 27.1 37.1 ALREADY KNEW 210 199 11 54 74 82 201 9 115 95 161 49 105 105 67.5 69.3 45.8 53.5 69.2 79.6 68.4 52.9 71.4 63.3 69.7 61.3 72.9 62.9 I v � i 1997 CGS RESIDENTIAL CUSTOMER SURVEY BORDNER RESEARCH, INC TABLE 37 Q.16C AYARENESS CGS OFFERS APPLIANCE INSTALLATION SERVICES TOTAL TYPE LENGTH(YRS) HOME CITY LIMITS PREV EXPER GENDER ------------- -------------------- ------------- ------------- ------------- ------------- NAT LP 1-3 4-10 11 + OWN RENT YES NO YES NO MALE FEMALE ------------------------------------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ BASE 311 287 24 101 107 103 294 17 161 150 231 80 144 167 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 FIRST TIME HEARD 92 84 8 37 30 25 84 8 52 40 66 26 36 56 29.6 29.3 33.3 36.6 28.0 24.3 28.6 47.1 32.3 26.7 28.6 32.5 25.0 33.5 ALREADY KNEW 219 203 16 64 77 78 210 9 109 110 165 54 108 111 70.4 70.7 66.7 63.4 72.0 75.7 71.4 52.9 67.7 73.3 71.4 67.5 75.0 66.5 I v � I 1997 CGS RESIDENTIAL CUSTOMER SURVEY BORDNER RESEARCH, INC TABLE 38 �.16D AWARENESS CGS OFFERS INSIDE PIPINf INSTALLATION SERVICES TOTAL TYPE LENGTH(YRS) HOME CITY LIMITS PREV EXPER GENDER ------------- -------------------- ------------- ------------- ------------- ------------- NAT LP 1-3 4-10 11 + OWN RENT YES NO YES NO MALE FEMALE ------------------------------------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ BASE 311 287 24 101 107 103 294 17 161 150 231 80 144 167 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 FIRST TIME HEARD 114 106 8 36 36 42 103 11 64 50 81 33 42 72 36.7 36.9 33.3 35.6 33.6 40.8 35.0 64.7 39.8 33.3 35.1 41.3 29.2 43.1 ALREADY KNEW 197 181 16 65 71 61 191 6 97 100 150 47 102 95 63.3 63.1 66.7 64.4 66.4 59.2 65.0 35.3 60.2 66.7 64.9 58.8 70.8 56.9 I v � I 1997 CGS RESIDENTIAL CUSTOMER SURVEY BORDNER RESEARCH, INC TABLE 39 Q.16E AYARENESS CGS OFFERS APPLIANCE SERVICE AND REPAIR TOTAL TYPE LENGTH(YRS) HOME CITY LIMITS PREV EXPER GENDER ------------- -------------------- ------------- ------------- ------------- ------------- NAT LP ' 1-3 4-10 11 + OWN RENT YES NO YES NO MALE FEMALE ------------------------------------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ BASE 311 287 24 101 107 103 294 17 161 150 231 80 144 167 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 FIRST TIME HEARD 119 110 9 42 44 33 112 7 67 52 81 38 51 68 38.3 38.3 37.5 41.6 41.1 32.0 38.1 41.2 41.6 34.7 35.1 47.5 35.4 40.7 ALREADY KNEW 192 177 15 59 63 70 182 10 94 98 150 42 93 99 61.7 61.7 62.5 58.4 58.9 68.0 61.9 58.8 58.4 65.3 64.9 52.5 64.6 59.3 � v � I BORDNER RESEARCH, INC TABLE 40 Q.16f AWARENESS CGS HAS ENERGY CONSERVATION ALLOWANCE PROGRAM t � � I BASE 1997 CGS RESIDENTIAL CUSTOMER SURVEY TOTAL TYPE LEN6TH(YRS) HOME CITY LIMITS PREV EXPER GENDER ------------- -------------------- ------------- ------------- ------------- ------------- NAT lP 1-3 4-10 11 + OWN RENT YES NO YES NO MALE FEMALE ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ 311 287 24 101 107 103 294 17 161 150 231 80 144 167 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 FIRST TIME HEARD 202 189 13 51 75 76 192 10 103 99 155 47 89 113 65.0 65.9 54.2 50.5 70.1 73.8 65.3 58.8 64.0 66.0 67.1 58.8 61.8 67.7 ALREADY KNEW 109 98 11 50 32 27 102 7 58 51 76 33 55 54 35.0 34.1 45.8 49.5 29.9 26.2 34.7 41.2 36.0 34.0 32.9 41.3 38.2 32.3 1997 CGS RESIDENTIAL CUSTOMER SURVEY BORDNER RESEARCH, INC TABLE 41 Q.16G AWARENESS CGS HAS 24-HOUR EMERGENCY DISPATCH NUMBER TOTAL TYPE LENGTH(YRS) HOME CITY LIMITS PREV EXPER GENDER , ------------- -------------------- ------------- ------------- ------------- ------------- NAT LP 1-3 4-10 11 + OWN RENT YES NO YES NO MALE FEMALE ------------------------------------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ BASE 311 287 24 101 107 103 294 17 161 150 231 80 144 167 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 FIRST 7IME HEARD 97 91 6 39 27 31 92 5 53 44 66 31 49 48 31.2 31.7 25.0 38.6 25.2 30.1 31.3 29.4 32.9 29.3 28.6 38.8 34.0 28.7 ALREADY KNEW 214 196 18 62 80 72 202 12 108 106 165 49 95 119 68.8 68.3 75.0 61.4 74.8 69.9 68.7 70.6 67.1 70.7 71.4 61.3 66.0 71.3 I v �o 1 CGS Installation And Construction - Two in five homeowners (40.5$) initiated new gas service since moving into their home. Propane customers were more likely than natural gas customers to have initiated new service. - Among those who initiated new service, average number of years since initiation was 9.1 years. Thirty-one percent (31.1$) of those initiating new service did so more than five years ago. - Among those who initiated service within the past five years, a substantial majority (84.2$) were satisfied with the outside construction performed by CGS, with approximately two-thirds (68.3�) saying they were very satisfied. - Positive satisfaction with construction services was most closely related to perceptions that CGS did a "good job" and the customer experienced "no problems." The bases of negative satisfaction was rooted in per- ceptions that the construction process took too long, certain aspects of the job had to be redone and CGS did not do what it said. - Slightly over one-fourth (26.8$) of those initiating new service in the past five years did not use CGS inside installation services. This was particularly true of propane customers. - Among those using CGS inside installation services within the past five years, a substantial majority (86.7�) were satisfied with the services performed, with over seventy percent (71.7�) stating they were very satisfied. - Positive satisfaction with installation services was again rooted in perceptions of "no problem" and CGS did a"good job." Other bases for positive satisfaction were cleanliness, prompt service and courtesy. - Negative satisfaction with installation services was based on the inability of CGS to correct a problem (e.g., leak in roof) and the perception that CGS did not do what it said. - A substantial majority (86.6�) of those who had initi- ated new service within the past five years felt CGS did deliver on everything they committed to regarding new service. :� �(.:� � I� - -. . � - Among the 11 cases who felt C everything they committed to, follows: not meet time frame have a problem shouldn't have follow through on phone calls (27.3$). - 81 - � r� � � � ' '. � I GS did not deliver on explanations were as specified (45.5�), still (27.3$) and did not and/or incentives 1997 C6S RESIDENTIAL CUSTOMER SURVEY BORDNER RESEARCH, INC TABLE 42 (HOMEOWNERS ONLY) Q.17 GAS ALREADY AVAILABLE IN HOME WHEN MOVED IN OR INITIATE NEW SERVICE TOTAI TYPE LENGTH(YRS) CITY LIMITS PREV EXPER GENDER ------------- -------------------- ------------- ------------- ------------- NAT LP 1-3 4-10 11 + YES NO YES NO MALE FEMALE ------------------------------------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ BASE 294 270 24 94 101 99 149 145 221 73 136 158 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 ALREADY AVAILABLE 175 167 8 43 55 77 92 83 131 44 82 93 59.5 61.9 33.3 45.7 54.5 77.8 61.7 57.2 59.3 60.3 60.3 58.9 INITIATE 119 103 16 51 46 22 57 62 90 29 54 65 40.5 38.1 66.7 54.3 45.5 22.2 38.3 42.8 40.7 39.7 39.7 41.1 I � N I BORDNER RESEARCH, INC TABLE 43 Q.19A IF INITIATED IN PAST FIVE YEARS, HOW SATISFIED WITH OUTSIDE CONSTRUCTION PERFORMED BY CGS 1 � w I ---------------------• BASE VERY SATISFIED SOMEWHAT SATISFIED SOMEWHAT DISSATISFIED VERY DISSATISFIED 1997 CGS RESIDENTIAL CUSTOMER SURVEY TOTAL TYPE LENGTH(YRS) CITY LIMITS PREV EXPER GENDER ------------- ------------- ------------- ------------- ------------- NAT LP 1-3 4-10 YES NO YES NO MALE FEMALE ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ 82 66 16 51 31 36 46 64 18 42 40 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 56 44 12 33 23 24 32 44 12 30 26 68.3 66.7 75.0 64.7 74.2 66.7 69.6 68.8 66.7 71.4 65.0 13 12 1 11 2 9 4 10 3 3 10 15.9 18.2 6.3 21.6 6.5 25.0 8.7 15.6 16.7 7.1 25.0 9 6 3 5 4 3 6 7 2 7 2 11.0 9.1 18.8 9.8 12.9 8.3 13.0 10.9 11.1 16.7 5.0 4 4 0 2 2 0 4 3 1 2 2 4.9 6.1 .0 3.9 6.5 .0 8.7 4.7 5.6 4.8 5.0 BORDNER RESEARCH, INC TABLE 44* Q.198 REASONS FOR OUTSIDE CONSTRUCTION SATISfACTION RATING I � � I --------------------- --------------------------- BASE GOOD JOB NO PROBLEMS DID WHAT SAID WHEN SAID CLEAN (PUT BACK) PROFESSIONAL/KNOWLEDGEABLE HAD REDO PARTS TOOK LONG TIME NOT DO WHAT SAID 1997 CGS RESIDENTIAL CUSTOMER SURVEY TOTAL TYPE LENGTH(YRS) CITY LIMITS PREV EXPER GENDER ------------- ------------- ------------- ------------- ------------- NAT LP 1-3 4-10 YES NO YES NO MAIE FEMALE --- ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ --- g2 66 16 51 31 36 46 64 18 42 40 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 37 2q 8 23 14 18 19 29 8 17 20 45.1 43.9 50.0 45.1 45.2 50.0 41.3 45.3 44.4 40.5 50.0 27 22 5 19 8 11 16 20 7 11 16 32.9 33.3 31.3 37.3 25.8 30.6 34.8 31.3 38.9 26.2 40.0 9 6 3 8 1 1 8 6 3 5 4 11.0 9.1 18.8 15.7 3.2 2.8 17.4 9.4 16.7 11.9 10.0 11 11 0 4 7 4 7 9 2 6 5 13.4 16.7 .0 7.8 22.6 11.1 15.2 14.1 11.1 14.3 12.5 g 7 1 6 2 7 1 8 0 7 1 9.8 10.6 6.3 11.8 6.5 19.4 2.2 12.5 .0 16.7 2.5 q 7 2 5 4 5 4 6 3 5 4 11.0 10.6 12.5 9.8 12.9 13.9 8.7 9.4 16.7 11.9 10.0 14 12 2 10 4 3 11 13 1 9 5 17.1 18.2 12.5 19.6 12.9 8.3 23.9 20.3 5.6 21.4 12.5 4 3 1 3 1 2 2 3 1 1 3 4.9 4.5 6.3 5.9 3.2 5.6 4.3 4.7 5.6 2.4 7.5 BORDNER RESEARCH, INC TABLE 45 Q.20A IF INITIATED IN PAST FIVE YEARS, HOW SATISFIED WITN INSIDE INSTALLATION SERVICES PERFORMED BY CGS I � �n I BASE VERY SATISFIED SOMEWHAT SATISFIED SOMEWHAT DISSATISFIED VERY DISSATISfIED DIDN'T USE SERVICE 1997 CGS RESIDENTIAL CUSTOMER SURVEY TOTAL TYPE LENGTH(YRS) CITY LIMITS PREV EXPER GENDER ------------- ------------- ------------- ------------- ------------- NAT LP 1-3 4-10 YES NO YES NO MALE FEMALE ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ 82 66 16 51 31 36 46 64 18 42 40 100.0 100.0 100.0 100.0 900.0 100.0 100.0 100.0 100.0 100.0 100.0 43 38 5 25 18 25 18 31 12 24 19 52.4 57.6 31.3 49.0 58.1 69.4 39.1 48.4 66.7 57.1 47.5 9 6 3 5 4 2 7 9 0 5 4 11.0 9.1 18.8 9.8 12.9 5.6 15.2 14.1 .0 11.9 10.0 6 5 1 2 4 1 5 6 0 3 3 7.3 7.6 6.3 3.9 12.9 2.8 10.9 9.4 .0 7.1 7.5 2 2 0 1 1 0 2 1 1 1 1 2.4 3.0 .0 2.0 3.2 .0 4.3 1.6 5.6 2.4 2.5 22 15 7 18 4 8 14 17 5 9 13 26.8 22.7 43.8 35.3 92.9 22.2 30.4 26.6 27.8 21.4 32.5 BORDNER RESEARCH, INC TABLE 46* Q.20B REASONS FOR INSIDE INSTALLATION SATISFACTION RATING ;V � ----------------------- ----------------------• BASE GOOD JOB NO PROBLEMS CLEAN/IEFT NO MESS PROMPT SERVICE COURTEOUS LEAK IN ROOF (NOT FIX) TOOK LONG TIME NOT DO WHAT SAID DON'T KNOW 1997 CGS RESIDENTIAL CUSTOMER SURVEY TOTAL TYPE LENGTH<YRS) CITY LIMITS PREV EXPER GENDER ------------- ------------- ------------- ------------- ------------- NAT LP 1-3 4-10 YES NO YES NO MALE FEMALE ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ 60 51 9 33 27 28 32 4T 13 33 27 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 21 17 4 12 9 12 9 16 5 16 5 35.0 33.3 44.4 36.4 33.3 42.9 28.1 34.0 38.5 48.5 18.5 23 19 4 15 S 10 13 17 6 13 10 38.3 37.3 44.4 45.5 29.6 35.7 40.6 36.2 46.2 39.4 37.0 10 8 2 4 6 8 2 6 4 4 6 16.7 15.7 22.2 12.1 22.2 28.6 6.3 12.8 30.8 12.1 22.2 9 8 1 6 3 4 5 7 2 3 6 15.0 15.7 11.1 18.2 11.9 14.3 15.6 14.9 15.4 9.1 22.2 5 5 0 4 1 3 2 4 1 2 3 8.3 9.8 .0 12.1 3.7 10.7 6.3 8.5 7.7 6.1 11.1 5 5 0 0 5 0 5 5 0 2 3 8.3 9.8 .0 .0 18.5 .0 15.6 10.6 .0 6.1 11.1 1 0 1 1 0 0 1 1 0 1 0 1.7 .0 11.1 3.0 .0 .0 3.1 2.1 .0 3.0 .0 3 2 1 3 0 1 2 2 1 2 1 5.0 3.9 19.1 9.1 .0 3.6 6.3 4.3 7.7 6.1 3.7 2 2 0 0 2 0 2 2 0 0 2 3.3 3.9 .0 .0 7.4 .0 6.3 4.3 .0 .0 7.4 1997 CGS RESIDENTIAL CUSTOMER SURVEY BORDNER RESEARCH, INC TABLE 47 Q.21A IF INITIATED IN PAST FIVE YEARS, DID CGS DELIVER ON EVERYTHING THEY COMMITTED TO REGARDING NEY SERVICE TOTAL TYPE LENGTH(YRS) CITY LIMITS PREV EXPER GENDER =----------- ------------- ------------- ------------- ------------- NAT LP 1-3 4-10 YES NO YES NO MALE FEMALE ------------------------------------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ BASE 82 66 16 51 31 36 46 64 18 42 40 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 YES NO � � v 1 71 58 13 47 24 34 37 56 15 35 36 86.6 87.9 81.3 92.2 77.4 94.4 80.4 87.5 83.3 83.3 90.0 11 8 3 4 7 2 9 8 3 7 4 13.4 12.1 18.8 7.8 22.6 5.6 19.6 12.5 16.7 16.7 10.0 BORDNER RESEARCH, INC TABLE 48 Q.21B HOW NOT DELIVER ON EVERYTHING COMMITTED TO BASE STILL HAVE PROBLEM NOT MEET TIME FRAME SPECIFIED NO FOLLOY THRU 1997 CGS RESIDENTIAL CUSTOMER SURVEY TOTAL TYPE LENGTH(YRS) CITY LIMITS PREV EXPER GENDER ------------- ------------- ------------- ------------- ------------- NAT LP 1-3 4-10 YES NO YES NO MALE FEMALE ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ 11 8 3 4 7 2 9 8 3 7 4 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 3 2 1 1 2 0 3 3 0 3 0 27.3 25.0 33.3 25.0 28.6 .0 33.3 37.5 .0 42.9 .0 5 3 2 3 2 2 3 2 3 4 1 45.5 37.5 66.7 75.0 28.6 100.0 33.3 25.0 100.0 57.1 25.0 3 3 0 0 3 0 3 3 0 0 3 27.3 37.5 .0 .0 42.9 .0 33.3 37.5 .0 .0 75.0 CGS Sales Representatives - One-fourth (25.8�) of the homeowners surveyed said they had contact with a CGS sales representative within the past two years regarding initiating new service, changing existing service and/or purchasing a new appliance. - Propane customers, those who had been customers less than four years and/or those with previous gas exper- ience were more likely than their respective counter- parts to have had contact with a sales representative in the past two years. - Among those that have had contact, most (86.3�) do not recall the sales representative's name. - While good majorities of customers who had contact with a CGS sales representative in the past two years rated the sales representatives positively on all items about which they were queried, significant percentages gave negative ratings on each item. The strongest positive rating was found for sales representative courtesy. The strongest negative rating was found for timeliness of response. (See Summary Table 3.) SUMMARY TABLE 3 SALES REPRESENTATIVE RATINGS ($) Ability to answer questions clearly and concisely Courtesy Professionalism Helpfulness Honesty Timeliness of response to you - 89 - � � �� - -. � EXCELLENT/ FAIR/ GOOD POOR 74.0 23.3 89.0 8.2 76.7 19.2 76.7 20.6 71.2 17.8 69.8 27.4 1997 CGS RESIDENTIAL CUSTOMER SURVEY BORDNER RESEARCH, INC TABLE 49 (HOMEOWNERS ONLY) Q.22 DURING PAST TWO YEARS HAD CONTACT WITH CGS SALES REP REGARDING INITIATING NEW SERVICE, CHANGING EXISTING SERVICE OR PURCHASING AN APPLIANCE TOTAL TYPE LENGTH(YRS) CITY LIMITS PREV EXPER GENDER ------------- -------------------- ------------- ------------- ------------- NAT LP 1-3 4-10 11 + YES NO YES NO MALE fEMALE ------------------------------------ ------ ------ ------ ------ ------ ------ ------ ------ ---- BASE 294 270 24 94 101 99 149 145 221 73 136 158 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 YES NO I �O O 1 73 62 11 38 17 18 29 44 62 11 39 34 24.8 23.0 45.8 40.4 16.8 18.2 19.5 30.3 28.1 15.1 28.7 21.5 221 208 13 56 84 81 120 101 159 62 97 124 75.2 77,0 54.2 59.6 83.2 81.8 80.5 69.7 71.9 84.9 71.3 78.5 1997 CGS RESIDENTIAL CUSTOMER SURVEY BORDNER RESEARCH, INC TABLE 50 Q.23A RECALL NAME OF SALES REP SPOKE uITH TOTAL TYPE LENGTH(YRS) CITY LIMITS PREV EXPER 6ENDER , ------------- -------------------- ------------- ------------- ------------- NAT LP 1-3 4-10 11 + YES NO YES NO MALE FEMALE ------------------------------------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ BASE 73 62 11 38 17 18 29 44 62 11 39 34 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 YES :L�7 I �O r-r i 10 7 3 5 4 1 3 7 10 0 6 4 13.7 11.3 27.3 13.2 23.5 5.6 10.3 15.9 16.1 .0 15.4 11.8 63 55 8 33 13 17 26 37 52 11 33 30 86.3 88.7 72.7 86.8 76.5 94.4 89.7 84.1 83.9 100.0 84.6 88.2 1997 CGS RESIDENTIAL CUSTOMER SURVEY BORDNER RESEARCH, INC TABLE 51 4.238 IF RECALL, WHO YAS IT -------------------- TOTAL TYPE LENGTH(YRS) CITY LIMITS PREV GENDER EXPER ------------- -------------------- ------------- ------ ------------- NAT LP 1-3 4-10 �1 + YES NO YES MALE FEMALE ------------------------------------ ------ ------ ------ ------ ------ ------ ------ ------ BASE 10 7 3 5 4 1 3 7 10 6 4 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 TAMMIE JO 4 4 0 1 3 0 2 2 4 2 2 40.0 57.1 .0 20.0 75.0 .0 66.7 28.6 40.0 33.3 50.0 JOAN 1 0 1 1 0 0 1 0 1 1 0 10.0 .0 33.3 20.0 .0 .0 33.3 .0 10.0 16.7 .0 I �p GENERAL MANAGER 1 0 1 1 0 0 0 1 1 1 0 �`' 10.0 .0 33.3 20.0 .0 .0 .0 14.3 10.0 16.7 .0 I MS LA PITA 1 1 0 0 0 1 0 1 1 0 1 10.0 14.3 .0 .0 .0 100.0 .0 14.3 10.0 .0 25.0 MR OXLEY 1 1 0 0 1 0 0 1 1 1 0 10.0 14.3 .0 .0 25.0 .0 .0 14.3 10:0 16.7 .0 CHRIS 1 0 1 1 0 0 0 1 1 1 0 10.0 .0 33.3 20.0 .0 .0 .0 14.3 10.0 16.7 .0 DON 1 1 0 1 0 0 0 1 1 0 1 10.0 14.3 .0 20.0 .0 .0 .0 14.3 10.0 .0 25.0 1997 CGS RESIDENTIAL CUSTOMER SURVEY BORDNER RESEARCH, INC TABLE 52 Q.24A SALES REP RATING: ABILITY TO ANSWER QUESTIONS CLEARLY AND CONCISELY TOTAL TYPE LENGTH(YRS) CITY LIMITS PREV EXPER GENDER ------------- -------------------- ------------- ------------- --------- NAT LP 1-3 4-10 11 + YES NO YES NO MALE fEMALE ------ ------ - - ---- - ----- ------------------------------------ --- -- --- -- ' BASE 73 62 11 38 17 18 29 44 62 11 39 34 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 EXCELLENT 31 28 3 15 6 10 18 13 27 4 17 14 42.5 45.2 27.3 39.5 35.3 55.6 62.1 29.5 43.5 36.4 43.6 41.2 GOOD 23 17 6 13 7 3 5 18 21 2 15 8 31.5 27.4 54.5 34.2 41.2 16.7 17.2 40.9 33.9 18.2 38.5 23.5 I � FAIR 8 7 1 4 2 2 1 7 7 1 1 7 �'' 11.0 91.3 9.1 10.5 11.8 11.1 3.4 15.9 11.3 9.1 2.6 20.6 � P�R q 8 1 5 2 2 3 6 6 3 6 3 12.3 12.9 9.1 13.2 11.8 11.1 10.3 13.6 9.7 27.3 95.4 8.8 DON' T KNOW 2 2 0 1 0 1 2 0 1 1 0 2 2.7 3.2 .0 2.6 .0 5.6 6.9 .0 1.6 9.1 .0 5.9 1997 CGS RESIDENTIAL CUSTOMER SURVEY BORDNER RESEARCH, INC TABLE 53 Q.248 SALES REP RATING: COURTESY TOTAL TYPE LENGTH(YRS) CITY LIMITS PREV EXPER GENDER . ------------- -------------------- ------------- ------------- ------------- NAT� LP 1-3 4-10 11 + YES NO YES NO MALE FEMALE ------------------------------------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ BASE 73 62 11 38 17 18 , 29 44 62 11 39 34 100.0 100.0 100.0 100.0 100.0 100.0 900.0 100.0 100.0 100.0 100.0 100.0 El(CELLENT 35 32 3 15 9 11 18 17 31 4 20 15 47.9 51.6 27.3 39.5 52.9 61.1 62.1 38.6 50.0 36.4 51.3 44.1 GOOD 30 22 8 19 7 4 6 24 27 3 16 14 41.1 35.5 72.7 50.0 41.2 22.2 20.7 54.5 43.5 27.3 41.0 41.2 � pppR 6 6 0 3 1 2 3 3 3 3 3 3 � 8.2 9.7 .0 7.9 5.9 11.1 10.3 6.8 4.8 27.3 7.7 8.8 � � DON'T KNOW 2 2 0 1 0 1 2 0 1 1 0 2 2.7 3.2 .0 2.6 .0 5.6 6.9 .0 1.6 9.1 .0 5.9 1997 CGS RESIDENTIAL CUSTOMER SURVEY BORDNER RESEARCH, INC TABLE 54 Q.24C SALES REP RATIN6: PROFESSIONALISM TOTAL TYPE LENGTH(YRS) CITY LIMITS PREV EXPER GENDER ------------- -------------------- ------------- ------------- ------------- NAT LP 1-3 4-10 11 + YES NO YES NO MALE FEMALE ------------------------------------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ --- BASE 73 62 11 38 17 18 29 44 62 11 39 34 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 EXCELLENT 33 30 3 16 6 11 18 15 29 4 18 15 45.2 48.4 27.3 42.1 35.3 61.1 62.1 34.1 46.8 36.4 46.2 44.1 GOOD 23 17 6 14 7 2 5 18 20 3 15 8 31.5 27.4 54.5 36.8 41.2 11.1 17.2 40.9 32.3 27.3 38.5 23.5 � FAIR 7 6 1 3 2 2 1 6 7 0 1 6 � 9.6 9.7 9.1 7.9 11.8 11.1 3.4 13.6 11.3 .0 2.6 17.6 tn I P�R � � p 3 Z 2 3 4 4 3 4 3 9.6 11.3 .0 7.9 11.8 11.1 10.3 9.1 6.5 27.3 10.3 8.8 DON'T KNOW 3 2 1 2 0 1 2 1 2 1 1 2 4.1 3.2 9.1 5.3 .0 5.6 6.9 2.3 3.2 9.1 2.6 5.9 1997 CGS RESIDENTIAL CUSTOMER SURVEY BORDNER RESEARCH, INC TABLE 55 Q.24D SALES REP RATING: HELPFULNESS TOTAL TYPE LENGTH(YRS) CITY LIMITS PREV EXPER GENDER ------------- -------------------- ------------- ------------- ------------- NAT LP 1-3 4-10 11 + YES NO YES NO MAIE fEMALE ------------------------------------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ BASE 73 62 11 38 17 18 29 44 62 11 39 34 100.0 100.0 100.0 100.0 900.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 EXCELLENT 31 28 3 13 6 12 16 15 27 4 18 13 42.5 45.2 27.3 34.2 35.3 66.7 55.2 34.1 43.5 36.4 46.2 38.2 GOOD 25 20 5 14 8 3 7 18 22 3 14 11 34.2 32.3 45.5 36.8 47.1 16.7 24.1 40.9 35.5 27.3 35.9 32.4 t FAIR 4 3 1 4 0 0 1 3 4 0 0 4 � 5.5 4.8 9.1 10.5 .0 .0 3.4 6.8 6.5 .0 .0 11.8 rn � pppR 11 9 2 6 3 2 3 8 8 3 7 4 15.1 14.5 18.2 15.8 17.6 11.1 10.3 18.2 12.9 27.3 17.9 11.8 DON' T KNOW 2 2 0 1 0 1 2 0 1 1 0 2 2.7 3.2 .0 2.6 .0 5.6 6.9 .0 1.6 9.1 .0 5.9 1997 CGS RESIDENTIAL CUSTONER SURVEY BORDNER RESEARCH, INC TABIE 56 4.24E SALES REP RATING: HONESTY TOTAL TYPE LENGTH(YRS) CITY LIMITS PREV EXPER GENDER ------------- -------------------- ------------- ------------- ------------- NAT� LP 1-3 4-10 11 + YES NO YES NO MALE FEMALE ------------------------------------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ BASE 73 62 11 38 17 18 29 44 62 11 39 34 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 EXCELLENT 30 27 3 14 6 10 16 14 26 4 19 11 41.1 43.5 27.3 36.8 35.3 55.6 55.2 31.8 41.9 36.4 48.7 32.4 GOOD 22 18 4 10 7 5 5 17 20 2 11 11 30.1 29.0 36.4 26.3 41.2 27.8 17.2 38.6 32.3 18.2 28.2 32.4 � FAIR 5 4 1 5 0 0 2 3 4 1 2 3 � 6.8 6.5 9.1 13.2 .0 .0 6.9 6.8 6.5 9.1 5.1 8.8 J � pppR 8 6 2 6 0 2 3 5 5 3 4 4 11.0 9.7 18.2 15.8 .0 11.1 10.3 11.4 8.1 27.3 10.3 11.8 DoN'T KNOW 8 7 1 3 4 1 3 5 7 1 3 5 11.0 11.3 9.1 7.9 23.5 5.6 10.3 11.4 11.3 9.1 7.7 14.7 BORDNER RESEARCH, INC TABLE 57 4.24F SALES REP RATING: TIMELINESS OF RESPONSE TO YOU .. -------------- BASE EXCELLENT GOOD FAIR POOR DON'T KNOW 1997 CGS RESIDENTIAI CUSTOMER SURVEY TOTAL TYPE LENGTH(YRS) CITY LIMITS PREV EXPER GENDER ------------- -------------------- ------------- ------------- ------------- NAT LP 1-3 4-10 11 + YES NO YES NO MALE FEMALE ----- ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ 73 62 11 38 17 18 29 44 62 11 39 34 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 900.0 100.0 100.0 100.0 26 24 2 11 6 9 14 12 22 4 16 10 35.6 38.7 18.2 28.9 35.3 50.0 48.3 27.3 35.5 36.4 41.0 29.4 25 19 6 12 9 4 6 19 23 2 16 9 34.2 30.6 54.5 31.6 52.9 22.2 20.7 43.2 37.1 18.2 41.0 26.5 10 8 2 9 1 0 4 6 9 1 2 8 13.7 12.9 18.2 23.7 5.9 .0 13.8 13.6 14.5 9.1 5.1 23.5 10 9 1 5 1 4 3 7 7 3 5 5 13.7 14.5 9.1 13.2 5.9 22.2 10.3 15.9 11.3 27.3 12.8 14.7 2 2 0 1 0 1 2 0 1 1 0 2 2.7 3.2 .0 2.6 .0 5.6 6.9 .0 1.6 9.1 .0 5.9 0 CGS Service And Repair - Slightly less than one-fourth (23.5�) of all resid,ential�customers stated that during the past two years they had a CGS service and repair technician come to their home to maintain or repair one of their gas appliances. - Approximately ninety percent of customers who had used CGS Service and Repair Services within the past two years expressed positive satisfaction with both tech- nician courtesy and competence as well as the time frame of service delivery. (See Summary Table 4.) - With the exception of reasonableness of cost (17.8�) less than ten percent expressed negative satisfaction with the Service and Repair Department on any item about which they were queried. SUMMARY TABLE 4 SERVICE AND REPAIR SERVICE SATISFACTION (�) Courtesy of technician Technician ability to correct problem Delivery of service in acceptable time Reasonableness of cost in relation to service received .. � �� . .. � Satisfaction Very Satisfied Total 53.4 58.9 47.9 35.6 90.4 93.1 9�.4 74.0 BORDNER RESEARCH, INC TABLE 58 Q.25 DURING PAST TWO YEARS CGS SERVICE AND REPAIR TECHNICIAN COME TO YOUR HOME BASE YES NO 1 � O O I 1997 C6S RESIDENTIAL CUSTOMER SURVEY TOTAL TYPE LENGTH(YRS) HOME CITY LIMITS PREV EXPER GENDER ------------- -------------------- ------------- ------------- ------------- ------------- NAT LP 1-3 4-10 11 + OWN RENT YES NO YES NO MALE FEMALE ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ 311 287 24 101 107 103 294 17 161 150 231 80 144 167 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 73 67 6 26 26 21 69 4 35 38 55 18 26 47 23.5 23.3 25.0 25.7 24.3 20.4 23.5 23.5 21.7 25.3 23.8 22.5 18.1 28.1 238 220 18 75 81 82 225 13 126 112 176 62 118 120 76.5 76.7 75.0 74.3 75.7 79.6 76.5 76.5 78.3 74.7 T6.2 77.5 81.9 71.9 BORDNER RESEARCH, INC TABLE 59 Q.26A REPAIR SERVICE RATING: COURTESY OF TECHNICIAN BASE VERY SATISFIED SOMEWHAT SATISFIED I SOMEWHAT DISSATISfIED � 0 � I VERY DISSATISFIED DON'T KNOW 1997 CGS RESIDENTIAL CUSTOMER SURVEY TOTAL TYPE LENGTH(YRS) HOME CITY LIMITS PREV EXPER GENDER ------------- -------------------- ------------- ------------- ------------- ------------- NAT LP 1-3 4-10 11 + OWN RENT YES NO YES NO MALE FEMALE ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ 73 67 6 26 26 21 69 4 35 38 55 18 26 47 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 39 35 4 15 11 13 37 2 20 19 29 10 13 26 53.4 52.2 66.7 57.7 42.3 61.9 53.6 50.0 57.1 50.0 52.7 55.6 50.0 55.3 27 25 2 9 12 6 25 2 14 13 20 7 10 17 37.0 37.3 33.3 34.6 46.2 28.6 36.2 50.0 40.0 34.2 36.4 38.9 38.5 36.2 2 2 0 1 0 1 2 0 0 2 1 1 2 0 2.7 3.0 .0 3.8 .0 4.8 2.9 .0 .0 5.3 1.8 5.6 T.7 .0 2 2 0 0 1 1 2 0 0 2 2 0 1 1 2.7 3.0 .0 .0 3.8 4.8 2.9 .0 .0 5.3 3.6 .0 3.8 2.1 3 3 0 1 2 0 3 0 1 2 3 0 0 3 4.1 4.5 .0 3.8 7.7 .0 4.3 .0 2.9 5.3 5.5 .0 .0 6.4 BORDNER RESEARCH, INC TABLE 60 Q.268 REPAIR SERVICE RATING: TECHNICIAN ABILITY TO CORRECT PROBLEM ----------------- ---------------------� BASE VERY SATISFIED SOMEWHAT SATISFIED I r SOMEWHAT DISSATISFIED 0 N I VERY DISSATISfIED 1997 CGS RESIDENTIAL CUSTOMER SURVEY TOTAL TYPE LENGTH(YRS) HOME CITY LIMITS PREV EXPER GENDER ------------- -------------------- ------------- ------------- ------------- ------------- NAT LP 1-3 4-10 11 + OWN RENT YES NO YES NO MALE FEMALE ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ 73 67 6 26 26 21 69 4 35 38 55 18 26 47 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 43 41 2 16 12 15 40 3 24 19 32 11 13 30 58.9 61.2 33.3 61.5 46.2 71.4 58.0 75.0 68.6 50.0 58.2 61.1 50.0 63.8 25 22 3 8 13 4 24 1 11 14 19 6 9 16 34.2 32.8 50.0 30.8 50.0 19.0 34.8 25.0 31.4 36.8 34.5 33.3 34.6 34.0 3 2 1 2 0 1 3 0 0 3 2 1 3 0 4.1 3.0 16.7 7.7 .0 4.8 4.3 .0 .0 7.9 3.6 5.6 11.5 .0 2 2 0 0 1 1 2 0 0 2 2 0 1 1 2.7 3.0 .0 .0 3.8 4.8 2.9 .0 .0 5.3 3.6 .0 3.8 2.1 1997 CGS RESIDENTIAL CUSTOMER SURVEY BORDNER RESEARCH, INC TABLE 61 Q.26C REPAIR SERVICE RATING: DELIVERY OF SERVICE IN ACCEPTABLE TIME FRAME BASE VERY SATISFIED SOMEWHAT SATISFIED I ,._. SOMEWHAT DISSATISFIED 0 w i VERY DISSATISFIED TOTAL TYPE LEN6TH(YRS) HOME CITY LIMITS PREV EXPER GENDER ------------- -------------------- ------------- ------------- ------------- ------------- NAT lP 1-3 4-10 11 + OWN RENT YES NO YES NO MALE FEMAIE ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ 73 67 6 26 26 21 69 4 35 38 55 18 26 47 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 35 32 3 14 11 10 33 2 17 18 29 6 10 25 47.9 47.8 50.0 53.8 42.3 47.6 47.8 50.0 48.6 47.4 52.7 33.3 38.5 53.2 31 28 3 12 10 9 29 2 16 15 20 11 13 18 42.5 41.8 50.0 46.2 38.5 42.9 42.0 50.0 45.7 39.5 36.4 61.1 50.0 38.3 3 3 0 0 2 1 3 0 0 3 2 1 1 2 4.1 4.5 .0 .0 7.7 4.8 4.3 .0 .0 7.9 3.6 5.6 3.8 4.3 4 4 0 0 3 1 4 0 2 2 4 0 2 2 5.5 6.0 .0 .0 11.5 4.8 5.8 .0 5.7 5.3 7.3 .0 7.7 4.3 BORDNER RESEARCH, INC TABLE 62 Q.26D REPAIR SERVICE RATING: REASONABLENESS OF COST IN RELATION TO SERVICES RECEIVED ---------------------� BASE VERY SATISFIED SOMEYHAT SATISFIED I �. SOMEWHAT DISSATISFIED O � I VERY DISSATISFIED DON'T KNOY 1997 CGS RESIDENTIAL CUSTOMER SURVEY TOTAL TYPE LENGTH(YRS) HOME CITY LIMITS PREV EXPER GENDER ----------- - -------------------- ------------- ------------- ------------- ------------- NAT LP 1-3 4-10 11 + OWN RENT YES NO YES NO MALE FEMALE ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ 73 67 6 26 26 21 69 4 35 38 55 18 26 47 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 26 25 1 13 6 7 25 1 16 10 17 9 7 19 35.6 37_3 16.7 50.0 23.1 33.3 36.2 25.0 45.7 26.3 30.9 50.0 26.9 40.4 28 24 4 8 14 6 26 2 10 18 22 6 8 20 38.4 35.8 66.7 30.8 53.8 28.6 37.7 50.0 28.6 47.4 40.0 33.3 30.8 42.6 9 8 1 2 4 3 8 1 5 4 7 2 6 3 12.3 11.9 16.7 7.7 15.4 14.3 11.6 25.0 14.3 10.5 12.7 11.1 23.1 6.4 4 4 0 0 2 2 4 0 2 2 3 1 3 1 5.5 6.0 .0 .0 7.7 9.5 5.8 .0 5.7 5.3 5.5 5.6 11.5 2.1 6 6 0 3 0 3 6 0 2 4 6 0 2 4 8.2 9.0 .0 11.5 .0 14.3 8.7 .0 5.7 10.5 10.9 .0 7.7 8.5 CGS Appliance Showroom - Two in five residential customers (39.9$) stated they had visited the CGS appliance showroom at some time in the past. Homeowners, natural gas customers and those who had been customers longer than three years were more likely than their respective counterparts to have visited the showroom. - Among those who had visited the showroom 11.3 percent said that overall they were not satisfied with the ser- vice they received and 14.5 percent said that overall they were not satisfied with the information received. An additional 8.1 percent did not express an opinion on either of these issues, stating they did not receive any service or information while at the showroom. Over three-fourths entering the showroom stated that overall they were satisfied with both the service (80.6�) and/or information (77.4�) received. - High percentages of those speaking to a sales represen- tative in the showroom found the representative to be professional (88.6�), courteous (90.4$), knowledgeable (85.1$), helpful (84.2�) and honest (85.1$). - Over three-fourths (78.1$) of those who had not visited the appliance showroom stated they did not know where it is located. Of the remaining 21.9 percent who indicated they knew where the showroom was, only a slight majority (53.7�) correctly named the current Drew Street location. - 105 - �� ' '1. � 1 BORDNER RESEARCH, INC TABLE 63 Q.31 EVER VISITED CGS APPLIANCE SHOWROOM 1 � O � 1 1997 CGS RESIDENTIAL CUSTOMER SURVEY TOTAL TYPE LENGTH(YRS) HOME CITY LIMITS PREV EXPER GENDER ------------- -------------------- ------------- ------------- ------------- ------------- NAT LP 1-3 4-10 11 + OWN RENT YES NO YES NO MALE FEMALE ------------------------------------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ BASE 311 287 24 101 107 103 294 17 161 150 231 80 144 167 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 YES 124 119 5 30 49 45 120 4 65 59 99 25 60 64 39.9 41.5 20.8 29.7 45.8 43.7 40.8 23.5 40.4 39.3 42.9 31.3 41.7 38.3 NO 187 168 19 71 58 58 174 13 96 91 132 55 84 103 60.1 58.5 79.2 70.3 54.2 56.3 59.2 76.5 59.6 60.7 57.1 68.8 58.3 61.7 BORDNER RESEARCH, INC TABLE 64 Q.32 OVERALL SATISFACTION WITH SERVICE IN SHOWROOM BASE VERY SATISFIED SATISFIED I NOT SATISFIED � 0 v I NO SERVICE/DON'T KNOW 1997 CGS RESIDENTIAL CUSTOMER SURVEY TOTAL TYPE LENGTH(YRS) HOME CITY LIMITS PREV EXPER GENDER ------------- -------------------- ------------- ------------- ------------- ------------- NAT LP 1-3 4-10 11 + OWN RENT YES NO YES NO MALE FEMALE --- ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ 124 119 5 30 49 45 120 4 65 59 99 25 60 64 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 47 46 1 9 19 19 45 2 28 19 37 10 25 22 37.9 38.7 20.0 30.0 38.8 42.2 37.5 50.0 43.1 32.2 37.4 40.0 41.7 34.4 53 51 2 15 23 15 51 2 26 27 45 8 26 27 42.7 42.9 40.0 50.0 46.9 33.3 42.5 50.0 40.0 45.8 45.5 32.0 43.3 42.2 14 12 2 5 4 5 14 0 6 8 9 5 4 10 11.3 10.1 40.0 16.7 8.2 11.1 11.7 .0 9.2 13.6 9.1 20.0 6.7 15.6 10 10 0 1 3 6 10 0 5 5 8 2 5 5 8.1 8.4 .0 3.3 6.1 13.3 8.3 .0 7.7 8.5 8.1 8.0 8.3 7.8 BORDNER RESEARCH, INC TABLE 65 9.33 OVERALL SATISFACTION WITH SHOWROOM INFO ---------------------- BASE VERY SATISFIED SATISFIED I NOT SATISFIED � 0 � I NO SERVICE/DON'T KNOW 1997 CGS RESIDENTIAI CUSTOMER SURVEY TOTAL TYPE LENGTH(YRS) HOME CITY LIMITS PREV EXPER GENDER ------------- -------------------- ------------- ------------- ------------- ------------- NAT LP 1-3 4-10 11 + OWN RENT YES NO YES NO MALE FEMALE ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ 124 119 5 30 49 45 120 4 65 59 99 25 60 64 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 44 43 1 10 17 17 42 2 26 18 36 8 23 21 35.5 36.1 20.0 33.3 34.7 37.8 35.0 50.0 40.0 30.5 36.4 32.0 38.3 32.8 52 49 3 13 24 15 51 1 31 21 42 10 28 24 41.9 41.2 60.0 43.3 49.0 33.3 42.5 25.0 47.7 35.6 42.4 40.0 46.7 37.5 18 17 1 5 5 8 18 0 3 15 14 4 5 13 14.5 14.3 20.0 16.7 10.2 17.8 15.0 .0 4.6 25.4 14.1 16.0 8.3 20.3 10 10 0 2 3 5 9 1 5 5 7 3 4 6 8.1 8.4 .0 6.7 6.1 11.1 7.5 25.0 7.7 8.5 7.1 12.0 6.7 9.4 1997 CGS RESIDENTIAL CUSTOMER SURVEY BORDNER RESEARCH, INC TABLE 66 4.34A SHOWROOM REP: PROFESSIONAL TOTAL TYPE LENGTH(YRS) HOME CITY LIMITS PREV EXPER GENDER ------------- -------------------- ------------- ------------- ------------- ------------- NAT LP 1-3 4-10 11 + OWN RENT YES NO YES NO MALE FEMALE ------------------------------------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ BASE 114 109 5 28 46 40 111 3 60 54 92 22 56 58 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 YES 101 97 4 24 39 38 98 3 55 46 82 19 51 50 88.6 89.0 80.0 85.7 84.8 95.0 88.3 100.0 91.7 85.2 89.1 86.4 91.1 86.2 NO 6 6 0 2 3 1 6 0 1 5 5 1 3 3 5.3 5.5 .0 7.1 6.5 2.5 5.4 .0 1.7 9.3 5.4 4.5 5.4 5.2 I DON' T KNOW 7 6 1 2 4 1 7 0 4 3 5 2 2 5 �. 6.1 5.5 20.0 7.1 8.7 2.5 6.3 .0 6.7 5.6 5.4 9.1 3.6 8.6 0 � i 1997 CGS RESIDENTIAL CUSTOMER SURVEY BORDNER RESEARCH, INC TABLE 67 G.34B SHOWROOM REP: COURTEOUS TOTAL TYPE LENGTH(YRS) HOME CITY LIMITS PREV EXPER GENDER ------------- -------------------- ------------- ------------- ------------- ------------- NAT LP 1-3 4-10 11 + OWN RENT YES NO YES NO MALE FEMALE ------------------------------------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ BASE 114 109 5 28 46 40 111 3 60 54 92 22 56 58 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 YES 103 99 4 24 41 38 100 3 54 49 83 20 53 50 90.4 90.8 80.0 85.7 89.1 95.0 90.1 100.0 90.0 90.7 90.2 90.9 94.6 86.2 NO 4 4 0 2 1 1 4 0 2 2 4 0 1 3 3.5 3.7 .0 7.1 2.2 2.5 3.6 .0 3.3 3.7 4.3 .0 1.8 5.2 I DON' T KNOW 7 6 1 2 4 1 ? 0 4 3 5 2 2 5 � 6.1 5.5 20.0 7.1 8.7 2.5 6.3 .0 6.7 5.6 5.4 9.1 3.6 8.6 r O I 1997 CGS RESIDENTIAL CUSTOMER SURVEY BORDNER RESEARCH, INC TABLE 68 Q.34C SHOHROOM REP: IQ�IO6ILEDGEABLE TOTAL TYPE LENGTH(YRS) HOME CITY LIMITS PREV EXPER GENDER ------------- -------------------- ------------- ------------- ------------- ------------- NAT LP 1-3 4-10 11 + OWN RENT YES NO YES NO MALE FEMALE ------------------------------------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ---- BASE 114 109 5 28 46 40 111 3 60 54 92 22 56 58 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 YES 97 93 4 22 39 36 95 2 54 43 79 18 50 47 85.1 85.3 80.0 78.6 84.8 90.0 85.6 66.7 90.0 79.6 85.9 81.8 89.3 81.0 NO 10 10 0 4 3 3 9 1 2 8 8 2 4 6 8.8 9.2 .0 14.3 6.5 7.5 8.1 33.3 3.3 14.8 8.7 9.1 7.1 10.3 1 DON' T ICNOY 7 6 1 2 4 1 7 0 4 3 5 2 2 5 �.. 6.1 5.5 20.0 7.1 8.7 2.5 6.3 .0 6.7 5.6 5.4 9.1 3.6 8.6 � r I 1997 CGS RESIDENTIAL CUSTOMER SURVEY BORDNER RESEARCH, INC TABLE 69 A.34D SHOWROOM REP: HELPFUL TOTAL TYPE LENGTH(YRS) HOME CITY LIMITS PREV EXPER GENDER ------------- -------------------- ------------- ------------- ------------- --------- NAT LP 1-3 4-10 11 + OWN RENT YES NO YES NO MALE FEMALE ------------------------------ ------ ------ ------ ------ ------ ------ ----- BASE 914 109 5 28 46 40 111 3 60 54 92 22 56 58 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 YES % 93 3 22 37 37 94 2 53 43 79 17 48 48 84.2 85.3 60.0 78.6 80.4 92.5 84.7 66.7 88.3 79.6 85.9 77.3 85.7 82.8 � 11 10 1 4 5 2 10 1 3 8 8 3 6 5 9.6 9.2 20.0 14.3 10.9 5.0 9.0 33.3 5.0 14.8 8.7 13.6 10.7 8.6 � DON' T KNON 7 6 1 2 4 1 7 0 4 3 5 2 2 5 r 6.1 5.5 20.0 7.1 8.7 2.5 6.3 .0 6.7 5.6 5.4 9.1 3.6 8.6 f-+ N I 1997 CGS RESIDENTIAL CUSTOMER SURVEY BORDNER RESEARCH, INC TABLE 70 Q.34E SHOWROOM REP: HONEST -------------------------------------------------------------------------------------------------------------------------------------- TOTAL TYPE LENGTH(YRS) HOME CITY LIMITS PREV EXPER GENDER ------------- -------------------- ------------- ------------- ------------- ------------- NAT LP 1-3 4-10 11 + 041N RENT YES NO YES NO MALE FEMALE ------------------------------------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ BASE 114 109 5 28 46 40 111 3 60 54 92 22 56 58 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 YES 97 95 2 23 37 37 94 3 51 46 79 18 47 50 85.1 87.2 40.0 82.1 80.4 92.5 84.7 100.0 85.0 85.2 85.9 81.8 83.9 86.2 NO 2 1 1 0 2 0 2 0 1 1 2 0 2 0 1.8 .9 20.0 .0 4.3 .0 1.8 .0 1.7 1.9 2.2 .0 3.6 .0 I DON'T KNOW 15 13 2 5 7 3 15 0 8 7 11 4 7 8 r 13.2 11.9 40.0 17.9 15.2 7.5 13.5 .0 13.3 13.0 12.0 18.2 12.5 13.8 � w i 1997 CGS RESIDENTIAL CUSTOMER SURVEY BORDNER RESEARCH, INC TABLE 71 Q.31A If NOT VISITED, KNOW WHERE SHOWROOM IS TOTAL TYPE LENGTH(YRS) HOME CITY LIMITS PREV EXPER GENDER ------------- -------------------- ------------- ------------- ------------- ------------- NAT LP 1-3 4-10 11 + OWN RENT YES NO YES NO MALE FEMALE ------------------------------------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ BASE 187 168 19 71 58 58 174 13 96 91 132 55 84 103 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 YES NO I r� � A I 41 38 3 13 11 17 40 1 27 14 33 8 23 18 21.9 22.6 15.8 18.3 19.0 29.3 23.0 7.7 28.1 15.4 25.0 14.5 27.4 17.5 146 130 16 58 47 41 134 12 69 77 99 47 61 85 78.1 77.4 84.2 81.7 81.0 70.7 77.0 92.3 71.9 84.6 75.0 85.5 72.6 82.5 1997 CGS RESIDENTIAL CUSTOMER SURVEY BORDNER RESEARCH, INC TABLE 72 A.318 If NOT VISITED AND SAY KNOW WHERE SHOWROOM IS, CORRECTLY IDENTIfY LOCATION ---------------- ---------------- BASE CORRECT INCORRECT I � r lr I TOTAL TYPE LEN6TH(YRS) HOME CITY LIMITS PREV EXPER GENDER ------------- -------------------- ------------- ------------- ------------- ------------- NAT LP 1-3 4-10 11 + OWN RENT YES NO YES NO MALE FEMALE ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ 41 38 3 13 11 17 40 1 27 14 33 8 23 18 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 22 20 2 9 8 5 22 0 17 5 17 5 13 9 53.7 52.6 66.7 69.2 72.7 29.4 55.0 .0 63.0 35.7 51.5 62.5 56.5 50.0 19 18 1 4 3 12 18 1 10 9 16 3 10 9 46.3 47.4 33.3 30.8 27.3 70.6 45.0 100.0 37.0 64.3 48.5 37.5 43.5 50.0 Utility Customer Service - Many residential customers (81.7�) did not call the Clearwater Utility Customer Service Department within the past two years to make an inquiry about their gas bill. - Among those who did contact the Utility Customer Service Department, very significant percentages rated the representative they spoke with negatively on each item about which they were questioned. The most positive rating was found for representative courtesy. The most negative ratings were found for representative helpfulness and ability to answer questions clearly and concisely. (See Summary Table 5.) SUMMARY TABLE 5 CUSTOMER SERVICE REPRESENTATIVE R.ATINGS ($) Ability to answer questions clearly and concisely Courtesy Professionalism Helpfulness Honesty - 116 - � �� ' -. ► EXCELLENT/ FAIR/ GOOD POOR 50.9 45.6 73.7 22.8 61.4 31.6 45.6 50.8 50.8 33.3 BORDNER RESEARCH, INC TABLE 73 Q.28A DURING PAST TWO YEARS CALLED UTILITY CUSTOMER SERVICE DEPARTMENT TO MAKE AN INQUIRY ABOUT YOUR GAS BILL I � � v 1 1997 CGS RESIDENTIAL CUSTOMER SURVEY TOTAL TYPE LENGTH(YRS) HOME CITY LIMITS PREV EXPER GENDER ------------- -------------------- ------------- ------------- ------------- ------------- NAT LP 1-3 4-10 11 + OWN RENT YES NO YES NO MALE FEMALE ------------------------------------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ BASE 311 287 24 101 107 103 294 17 161 150 231 80 144 167 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 YES 57 47 10 27 18 12 56 1 24 33 43 14 22 35 18.3 16.4 41.7 26.7 16.8 11.7 19.0 5.9 14.9 22.0 18.6 17.5 15.3 21.0 NO 254 240 14 74 89 91 238 16 137 117 188 66 122 132 81.7 83.6 58.3 73.3 83.2 88.3 81.0 94.1 85.1 78.0 81.4 82.5 84.7 79.0 � 1997 CGS RESIDENTIAL CUSTOMER SURVEY BORDNER RESEARCH, INC TABLE 74 Q.29A CUSTOMER SERVICE RATING: ABILITY ANSWER QUESTIONS CLEARLY AND CONCISELY -------------------------------------------------------------------------------------------------------------------------------------- TOTAL TYPE LENGTH(YRS) HOME CITY LIMITS PREV EXPER GENDER ------------- -------------------- ------------- ------------- ------------- ------------- NAT LP 1-3 4-10 11 + OWN RENT YES NO YES NO MALE FEMALE ------------------------------------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ BASE 57 47 10 27 98 12 56 1 24 33 43 14 22 35 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 EXCELLENT 12 11 1 3 6 3 11 1 4 8 7 5 3 9 21.1 23.4 10.0 11.1 33.3 25.0 19.6 100.0 16.7 24.2 16.3 35.7 13.6 25.7 GOOD 17 15 2 10 3 4 17 0 5 12 12 5 5 12 29.8 31.9 20.0 37.0 16.7 33.3 30.4 .0 20.8 36.4 27.9 35.7 22.7 34.3 I � FAIR 8 6 2 5 3 0 8 0 5 3 7 1 3 5 � 14.0 12.8 20.0 18.5 16.7 .0 14.3 .0 20.8 9.1 16.3 7.1 13.6 14.3 � POOR 18 14 4 8 6 4 18 0 10 8 15 3 10 8 31.6 29.8 40.0 29.6 33.3 33.3 32.1 .0 41.7 24.2 34.9 21.4 45.5 22.9 DON' T KNOW 2 1 1 1 0 1 2 0 0 2 2 0 1 1 3.5 2.1 10.0 3.7 .0 8.3 3.6 .0 .0 6.1 4.7 .0 4.5 2.9 1997 CGS RESIDENTIAL CUSTOMER SURVEY BORDNER RESEARCH, INC TABLE 75 Q.29B CUSTOMER SERVICE RATING: COURTESY -------------------------------------------------------------------------------------------------------------------------------------- TOTAL TYPE LENGTH(YRS) HOME CITY LIMITS PREV EXPER GENDER ------------- -------------------- ------------- ------------- ------------- ------------- NAT LP 1-3 4-10 11 + OWN RENT YES NO YES NO MALE fEMALE ------------------------------------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ BASE 57 47 10 27 18 12 56 1 24 33 43 14 22 35 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 EXCELLENT 13 11 2 4 6 3 12 1 5 8 8 5 4 9 22.8 23.4 20.0 14.8 33.3 25.0 21.4 100.0 20.8 24.2 18.6 35.7 18.2 25.7 GOOD 29 22 7 18 6 5 29 0 11 18 21 8 13 16 50.9 46.8 70.0 66.7 33.3 41.7 51.8 .0 45.8 54.5 48.8 57.1 59.1 45.7 � FAIR 7 7 0 3 3 1 7 0 5 2 6 1 3 4 ,.r 12.3 14.9 .0 11.1 16.7 8.3 12.5 .0 20.8 6.1 14.0 7.1 13.6 11.4 � � � pppR 6 6 0 1 3 2 6 0 3 3 6 0 1 5 10.5 12.8 .0 3.7 16.7 16.7 10.7 .0 12.5 9.1 14.0 .0 4.5 14.3 DON' T KNOW 2 1 1 1 0 1 2 0 0 2 2 0 1 1 3.5 2.1 10.0 3.7 .0 8.3 3.6 .0 .0 6.1 4.7 .0 4.5 2.9 BORDNER RESEARCH, INC TABLE 76 Q.29C CUSTOMER SERVICE RATING: PROFESSIONALISM BASE EXCELLENT GOOD I FAIR � N O I POOR DON'T KNOW 1997 CGS RESIDENTIAL CUSTOMER SURVEY -------------------------------------------------------------------------------------------- TOTAL TYPE LENGTH(YRS) HOME CITY LIMITS PREV EXPER GENDER ------------- -------------------- ------------- ------------- ------------- ------------- NAT LP 1-3 4-10 11 + OWN RENT YES NO YES NO MALE FEMALE ---------- ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ 57 47 10 27 18 12 56 1 24 33 43 14 22 35 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 14 12 2 5 5 4 13 1 6 8 10 4 3 11 24.6 25.5 20.0 18.5 27.8 33.3 23.2 100.0 25.0 24.2 23.3 28.6 13.6 31.4 21 17 4 13 5 3 21 0 6 15 14 7 8 13 36.8 36.2 40.0 48.1 27.8 25.0 37.5 .0 25.0 45.5 32.6 50.0 36.4 37.1 7 7 0 3 4 0 7 0 4 3 6 1 5 2 12.3 14.9 .0 11.1 22.2 .0 12.5 .0 16.7 9.1 14.0 7.1 22.7 5.7 11 9 2 4 4 3 11 0 7 4 10 1 3 8 19.3 19.1 20.0 14.8 22.2 25.0 19.6 .0 29.2 12.1 23.3 7.1 13.6 22.9 y p 2 2 0 2 4 0 1 3 3 1 3 1 7.0 4.3 20.0 7.4 .0 16.7 7.1 .0 4.2 9.1 7.0 7.1 13.6 2.9 1997 CGS RESIDENTIAL CUSTOMER SURVEY BORDNER RESEARCH, INC TABLE 77 Q.29D CUSTOMER SERVICE RATING: HELPFULNESS TOTAL TYPE LENGTH(YRS) HOME CITY LIMITS PREV EXPER GENDER ------------- -------------------- ------------- ------------- ------------- ------------- NAT LP 1-3 4-10 11 + OWN RENT YES NO YES NO MALE FEMALE ------------------------------------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ BASE 57 47 10 27 18 12 56 1 24 33 43 14 22 35 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 EXCELLENT 10 9 1 3 5 2 9 1 4 6 6 4 3 7 17.5 19.1 10.0 11.1 27.8 16.7 16.1 100.0 16.7 18.2 14.0 28.6 13.6 20.0 GOOD 16 13 3 12 3 1 16 0 7 9 10 6 7 9 28.1 27.7 30.0 44.4 16.7 8.3 28.6 .0 29.2 27.3 23.3 42.9 31.8 25.7 I FAIR 8 7 1 3 3 2 8 0 4 4 7 1 4 4 � 14.0 14.9 10.0 11.1 16.7 16.7 14.3 .0 16.7 12.1 16.3 7.1 18.2 11.4 N �--� I POOR 21 17 4 S 7 6 21 0 9 12 18 3 7 14 36.8 36.2 40.0 29.6 38.9 50.0 37.5 .0 37.5 36.4 41.9 21.4 31.8 40.0 DON' T KNOW 2 1 1 1 0 1 2 0 0 2 2 0 1 1 3.5 2.1 10.0 3.7 .0 8.3 3.6 .0 .0 6.1 4.7 .0 4.5 2.9 1997 CGS RESIDENTIAL CUSTOMER SURVEY BORDNER RESEARCH, INC TABIE 78 A.29E CUSTOMER SERVICE RATING: HONESTY TOTAL TYPE LENGTH<YRS) HOME CITY LIMITS PREV EXPER GENDER ------------- -------------------- ------------- ------------- ------------- ------------- NAT LP 1-3 4-10 11 + OWN RENT YES NO YES NO MALE FEMALE ------------------------------------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ BASE 57 47 10 27 18 12 56 1 24 33 43 14 22 35 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 EXCELLENT 10 9 1 3 5 2 9 1 4 6 6 4 3 7 17.5 19.1 10.0 11.1 27.8 16.7 16.1 100.0 16.7 18.2 14.0 28.6 13.6 20.0 GOOD 19 16 3 12 3 4 19 0 8 11 14 5 8 11 33.3 34.0 30.0 44.4 16.7 33.3 33.9 .0 33.3 33.3 32.6 35.7 36.4 31.4 fAIR 11 10 1 3 7 1 11 0 4 7 10 1 8 3 � 19.3 21.3 10.0 11.1 38.9 8.3 19.6 .0 16.7 21.2 23.3 7.1 36.4 8.6 � N N POOR 8 8 0 3 2 3 8 0 5 3 6 2 2 6 � 14.0 17.0 .0 11.1 11.1 25.0 14.3 .0 20.8 9.1 14.0 14.3 9.1 17.1 DON' T KNOW 9 4 5 6 1 2 9 0 3 6 7 2 1 8 15.8 8.5 50.0 22.2 5.6 16.7 16.1 .0 12.5 18.2 16.3 14.3 4.5 22.9 Other Issues - Most (89.7�) residential customers stated they do not have any difficulty understanding their gas bill. - Among those indicating difficulty understanding their gas bill, major suggestions for improvement were better explanation of all charges (65.6�) and only charge for things related to use (34.4�). - A majority (58.2$) of residential customers stated that it would not be significantly more convenient for them for a technician to come to their home at sometime other than normal business hours Monday through Friday. - Among those (41.8�) who thought other than normal busi- ness hours would be significantly more convenient for them, a good majority (70.0$) said they would expect to pay more for after hours and weekend service. - Two-thirds (66.6$) of residential customers stated that CGS should offer service contracts for routine mainten- ance service and gas appliance repair. - Among those who thought service contracts should be offered, four in five (62.8�) said they would be likely to purchase a contract at a reasonable price if it allowed for one annual maintenance visit and up to three gas appliance repair calls per year. Homeowners were more likely than renters to state they would be likely to purchase a service contract. - Almost one-half (48.5�) of those likely to purchase a service contract expressed no opinion on what a reason- able price would be. Among those expressing an opinion, average reasonable price was $72.54 per year. Median price was $60.00. - A substantial majority (86.5$) of residential customers thought CGS should offer financing programs to help people who want to convert to gas spread out payment for their initial costs related to installation and appliances. - 123 - � � � �� ' '. � BORDNER RESEARCH, INC TABIE 79 �.30A ANY DIFfICULTY UNDERSTANDING YOUR GAS BILL BASE YES NO I r� N � 1 1997 CGS RESIDENTIAL CUSTOMER SURVEY TOTAL TYPE LENGTH(YRS) HOME CITY LIMITS PREV EXPER GENDER ------------- -------------------- ------------- ------------- ------------- ------------- NAT LP 1-3 4-10 11 + OWN RENT YES NO YES NO MALE FEMALE ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ 311 287 24 101 107 103 294 17 161 150 231 80 144 167 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 32 27 5 13 10 9 30 2 17 15 24 8 19 13 10.3 9.4 20.8 12.9 9.3 8.7 10.2 11.8 10.6 10.0 10.4 10.0 13.2 7.8 p7q pbp 1q 88 g7 94 264 15 144 135 207 72 125 154 89.7 90.6 79.2 87.1 90.7 91.3 89.8 88.2 89.4 90.0 89.6 90.0 86.8 92.2 BORDNER RESEARCH, INC TABLE 8(J* A.30B HOW BILL MADE EASIER TO UNDERSTAND ----------------------------- ----------------------------- BASE EXPLAIN CHARGES EXPLAIN UNITS/HOW MEASURED � MORE KNOWLEDGEAB�E EMPLOYEES � N � � ONLY CHAR6ES RELATED TO USE BACK TO FLAT RATE DON'T KNOW 1997 CGS RESIDENTIAL CUSTOMER SURYEY TOTAL TYPE LENGTH(YRS) HOME CITY LIMITS PREV EXPER GENDER ------------- -------------------- ------------- ------------- ------------- ------------- NAT LP 1-3 4-10 11 + OWN RENT YES NO YES NO MALE FEMALE ------- ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ 32 27 5 13 10 9 30 2 17 15 24 8 19 13 100.0 100.0 100.0 100.0 900.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 21 17 4 7 8 6 21 0 11 10 17 4 16 5 65.6 63.0 80.0 53.8 80.0 66.7 70.0 .0 64.7 66.7 70.8 50.0 84.2 38.5 3 2 1 2 1 0 3 0 2 1 2 1 1 2 9.4 7.4 20.0 15.4 10.0 .0 10.0 .0 11.8 6.7 8.3 12.5 5.3 15.4 3 2 1 1 1 1 3 0 2 1 3 0 2 1 9.4 7.4 20.0 7.7 10.0 11.1 10.0 .0 11.8 6.7 12.5 .0 10.5 7.7 11 11 0 2 2 7 10 1 5 6 8 3 7 4 34.4 40.7 .0 15.4 20.0 77.8 33.3 50.0 29.4 40.0 33.3 37.5 36.8 30.8 3 3 0 0 1 2 3 0 2 1 3 0 1 2 9.4 11.1 .0 .0 90.0 22.2 10.0 .0 11.8 6.7 12.5 .0 5.3 15.4 4 4 0 3 1 0 3 1 2 2 3 1 1 3 12.5 14.8 .0 23.1 10.0 .0 10.0 50.0 11.8 13.3 12.5 12.5 5.3 23.1 BORDNER RESEARCH, INC TABLE 81 Q.27A IF NEEDED NON-EMERGENCY SERVICE OR REPAIR, WOULD IT BE SIGNIFICANTLY MORE CONVENIENT FOR YOU FOR THE TECHNICIAN TO COME DURING THE EVENING/WEEKEND AS OPPOSED TO NORMAL BUSINESS HOURS MONDAY THROUGH FRIDAY BASE YES � NO � N O� I 1997 CGS RESIDENTIAL CUSTOMER SURVEY TOTAL TYPE LENGTH(YRS) HOME CITY LIMITS PREV EXPER GENDER ------------- -------------------- ------------- ------------- ------------- ------------- NAT LP 1-3 4-10 11 + OWN RENT YES NO YES NO MALE FEMALE ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ 311 287 24 101 107 103 294 17 161 150 231 80 144 167 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 130 120 10 49 46 35 120 10 73 57 88 42 63 67 41.8 41.8 41.7 48.5 43.0 34.0 40.8 58.8 45.3 38.0 38.9 52.5 43.8 40.1 181 167 94 52 61 68 174 7 88 93 143 38 81 100 58.2 58.2 58.3 51.5 57.0 66.0 59.2 41.2 54.7 62.0 61.9 47.5 56.3 59.9 1997 CGS RESIDENTIAL CUSTOMER SURVEY BORDNER RESEARCH, INC TABLE 82 Q.27B IF MORE CONVENIENT EVENING/WEEKENDS, WOULD YOU EXPECT TO PAY MORE FOR AFTER HOURS AND WEEKEND SERVICE TOTAL TYPE LENGTH(YRS) HOME CITY LIMITS PREV EXPER GENDER ------------- -------------------- ------------- ------------- ------------- ------------- NAT LP 1-3 4-10 11 + OWN RENT YES NO YES NO MALE FEMALE ------------------------------------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ eASE 130 120 10 49 46 35 120 10 73 57 88 42 63 67 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 YES 91 88 3 28 36 27 82 9 52 39 59 32 47 44 70.0 73.3 30.0 57.1 78.3 77.1 68.3 90.0 71.2 68.4 67.0 76.2 74.6 65.7 NO 38 31 7 20 10 8 37 1 20 18 28 10 16 22 29.2 25.8 70.0 40.8 21.7 22.9 30.8 10.0 27.4 31.6 31.8 23.8 25.4 32.8 I � DON' T KNOW 1 1 0 1 0 0 1 0 1 0 1 0 0 1 � .8 .8 .0 2.0 .0 .0 .8 .0 1.4 .0 1.1 .0 .0 1.5 I 1997 CGS RESIDENTIAL CUSTOMER SURVEY BORDNER RESEARCH, INC TABLE 83 Q.37 SHOULD CGS OFFER SERVICE CONTRACTS FOR ROUTINE MAINTENANCE AND REPAIR SERVICE TOTAL TYPE LENGTH(YRS) HOME CITY LIMITS PREV EXPER GENDER ------------- -------------------- ------------- ------------- ------------- ------------- NAT LP 1-3 4-10 11 + OWN RENT YES NO YES NO MALE fEMALE ------------------------------------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ BASE 311 287 24 101 107 103 294 17 161 150 231 80 144 967 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 YES 207 190 17 76 77 54 193 14 110 97 155 52 88 119 66.6 66.2 70.8 75.2 72.0 52.4 65.6 82.4 68.3 64.7 67.1 65.0 61.1 71.3 ►rp 100 93 7 24 28 48 97 3 47 53 74 26 53 47 32.2 32.4 29.2 23.8 26.2 46.6 33.0 17.6 29.2 35.3 32.0 32.5 36.8 28.1 I r DON' T KNON 4 4 0 1 2 1 4 0 4 0 2 2 3 1 N 1.3 1.4 .0 1.0 1.9 1.0 1.4 .0 2.5 .0 .9 2.5 2.1 .6 � I 1997 CGS RESIDENTIAL CUSTOMER SURVEY BORDNER RESEARCH, INC TABLE 84 �.38A LIKELY PURCHASE SERVICE CONTRACT IF INCLUDED ONE ANNUAL MAINTENANCE VISIT AND UP TO THREE REPAIR CALLS TOTAL TYPE LENGTH<YRS) HOME CITY LIMITS PREV EXPER GENDER ------------- -------------------- ------------- ------------- ------------- ------------- NAT LP 1-3 4-10 11 + OWN RENT YES NO YES NO MALE FEMALE ------------------------------------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ BASE 207 190 17 76 77 54 193 14 110 97 155 52 88 119 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 YES 130 120 10 46 49 35 124 6 72 58 93 37 57 73 62.8 63.2 58.8 60.5 63.6 64.8 64.2 42.9 65.5 59.8 60.0 71.2 64.8 61.3 NO 76 69 7 30 27 19 68 8 38 38 61 15 30 46 36.7 36.3 41.2 39.5 35.1 35.2 35.2 57.1 34.5 39.2 39.4 28.8 34.1 38.7 I r DON' T KNOW 1 1 0 0 1 0 1 0 0 1 1 0 1 0 �' .5 .5 .0 .0 1.3 .0 .5 .0 .0 1.0 .6 .0 1.1 .0 � I 1997 CGS RESIDENTIAL CUSTOMER SURVEY BORDNER RESEARCH, INC TABLE 85 Q.388 IF LIKELY PURCHASE, WHAT REASONABLE PRICE TOTAL TYPE LENGTH(YRS) HOME CITY LIMITS PREV EXPER GENDER ------------- -------------------- ------------- ------------- ------------- ------------- NAT LP 1-3 4-10 11 + OWN RENT YES NO YES NO MALE FEMALE ------------------------------------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ BASE 130 120 10 46 49 35 124 6 72 58 93 37 57 73 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 < 50 11 11 0 3 5 3 11 0 6 5 7 4 9 2 8.5 9.2 .0 6.5 10.2 8.6 8.9 .0 8.3 8.6 7.5 10.8 15.8 2.7 50-99 39 38 1 11 16 12 37 2 17 22 30 9 18 21 30.0 31.7 10.0 23.9 32.7 34.3 29.8 33.3 23.6 37.9 32.3 24.3 31.6 28.8 � 100 + 17 17 0 6 7 4 17 0 12 5 9 8 3 14 �, 13.1 14.2 .0 13.0 14.3 11.4 13.7 .0 16.7 8.6 9.7 21.6 5.3 19.2 w 0 � DON'T KNOW 63 54 9 26 21 16 59 4 37 26 47 16 27 36 48.5 45.0 90.0 56.5 42.9 45.7 47.6 66.7 51.4 44.8 50.5 43.2 47.4 49.3 1997 CGS RESIDENTIAL CUSTOMER SURVEY BORDNER RESEARCH, INC TABLE 86 Q.36 SHOULD CGS OFFER FINANCING PROGRAMS TO SPREAD OUT INITIAL COSTS Of INSTALLATION AND APPLIANCES 0 TOTAL TYPE IENGTH(YRS) HOME CITY LIMITS PREV EXPER GENDER ------------- -------------------- ------------- ------------- ------------- ------------- NAT LP 1-3 4-10 11 + OWN RENT YES NO YES NO MALE FEMALE ------------------------------------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ BASE 311 287 24 101 907 103 294 17 161 150 231 80 144 167 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 YES 269 248 21 89 97 83 254 15 139 130 199 70 119 150 86.5 86.4 87.5 88.1 90.7 80.6 86.4 88.2 86.3 86.7 86.1 87.5 82.6 89.8 NO 27 26 1 6 6 15 26 1 13 14 19 8 15 12 8.7 9.1 4.2 5.9 5.6 14.6 8.8 5.9 8.1 9.3 8.2 10.0 10.4 7.2 I r-r DON'T KNOW 15 13 2 6 4 5 14 1 9 6 93 2 10 5 � 4.8 4.5 8.3 5.9 3.7 4.9 4.8 5.9 5.6 4.0 5.6 2.5 6.9 3.0 I Overall Satisfaction - Four in five customers (80.4�) said they would be at least somewhat likely to have gas installed in a new home they purchased if it was available and not already in, with three in five (62.4�) saying they would be very likely to do this. - A substantial majority (87.8�) would recommend gas to a friend. - When asked what they would change about the way CGS operates or does business, twenty-eight percent (27.7�) of residential customers said they would not change anything because "everything is fine the way it is now" and they are satisfied. An additional thirty-eight percent (38.3$) could not think of anything they would change off the top of their head. - Among the 106 respondents who did suggest a change, specific recommendations were as follows: More customer service oriented Prompter service (initial & repair) Purchase/install incentive programs Wider range affordable appliances Natural gas in more areas Flat rate charges More specific appointment times Easier access to service reps More convenient bill paying Newsletter/customer communication Eliminate monthly service charge More routine maintenance checks � 21.7 12.3 10.4 9.4 9.4 9.4 7.5 7.5 6.6 6.6 5.7 3.8 - Eighty percent (80.4�) of residential customers could not think of any programs or services they would like to see CGS offer that are not currently being offered. - Among the 61 cases that made a suggestion, major responses were: Customer newsletter Affordability programs Safety instruction/literature Flat rate bill Increase gas availability awareness - 132 - � `('�d � � ■� - -. � 21.3 21.3 14.8 11.5 9.8 BORDNER RESEARCH, INC TABLE 87 Q.4 LIKELIHOOD HAVE GAS INSTALLED IN NEW HOME PURCHASED If AVAILABLE AND NOT ALREADY IN -----------------• BASE VERY LIKELY SOMEWHAT LIKELY I �. SOMEWHAT UNIIKELY w w i VERY UNIIKELY DON'T KNOW 1997 CGS RESIDENTIAL CUSTOMER SURVEY TOTAL TYPE LENGTH(YRS) HOME CITY LIMITS PREV EXPER GENDER ------------- -------------------- ------------- ------------- ------------- ------------- NAT LP 1-3 4-10 11 + OWN RENT YES NO YES NO MALE fEMALE ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ 311 287 24 101 107 903 294 17 961 150 231 80 144 167 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 194 176 18 60 70 64 186 8 95 99 148 46 94 100 62.4 61.3 75.0 59.4 65.4 62.1 63.3 47.1 59.0 66.0 64.1 57.5 65.3 59.9 56 53 3 21 15 20 51 5 32 24 41 15 23 33 18.0 18.5 12.5 20.8 14.0 19.4 17.3 29.4 19.9 16.0 17.7 18.8 16.0 19.8 25 23 2 8 11 6 22 3 12 13 22 3 10 15 8.0 8.0 8.3 7.9 10.3 5.8 7.5 17.6 7.5 8.7 9.5 3.8 6.9 9.0 34 33 1 12 10 12 33 1 20 14 18 16 16 18 10.9 11.5 4.2 11.9 9.3 11.7 11.2 5.9 12.4 9.3 7.8 20.0 11.1 10.8 2 2 0 0 1 1 2 0 2 0 2 0 1 1 .6 .7 .0 .0 .9 1.0 .7 .0 1.2 .0 .9 .0 .7 .6 BORDNER RESEARCH, INC TABLE 88 �.5 RECOMMEND GAS TO FRIEND ------------------------------ ------------------------------ BASE YES NO � DON'T KN041 � w � I 1997 CGS RESIDENTIAL CUSTOMER SURVEY TOTAL TYPE LENGTH(YRS) HOME CITY LIMITS PREV EXPER GENDER ------------- -------------------- ------------- ------------- ------------- ------------- NAT LP 1-3 4-10 11 + OWN RENT YES NO YES NO MALE FEMALE ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ 311 287 24 101 107 103 294 17 161 150 231 80 144 167 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 273 253 20 89 91 93 259 14 140 133 207 66 124 149 87.8 88.2 83.3 88.1 85.0 90.3 88.1 82.4 87.0 88.7 89.6 82.5 86.1 89.2 35 31 4 12 14 9 33 2 21 14 21 14 20 15 11.3 10.8 16.7 11.9 13.1 8.7 11.2 11.8 13.0 9.3 9.1 17.5 13.9 9.0 3 3 0 0 2 1 2 1 0 3 3 0 0 3 1.0 1.0 .0 .0 1.9 1.0 .7 5.9 .0 2.0 1.3 .0 .0 1.8 0 BORDNER RESEARCH, INC TABLE 89'� Q.35 OTHER THAN LOWERING PRICES, WHAT CHANGE ABOUT WAY CGS OPERATES OR DOES BUSINESS I r-• w � � BASE CONVENIENT BILL PAYING PURCHASE/INSTALL INCENTIVE PROGRAM MORE SPECIFIC APPOINTMENT TIMES EASIER ACCESS TO SERVICE REPS MORE CUSTOMER ORIENTED REPS PROMPTER SERVICE (INITIAL & REPAIR) WIDE RANGE AFFORDABLE APPLIANCES NATURAL GAS IN MORE AREAS FLATE RATE CHARGES ELIMINATE MONTHLY SERVICE CHARGE 1997 CGS RESIDENTYAL CUSTOMER SURVEY ------------------------------------------------------------------------------------------------- TOTAL TYPE LENGTH(YRS) HOME CITY LIMITS PREV EXPER GENDER ------------- -------------------- ------------- ------------- ------------- ------------- NAT LP 1-3 4-10 11 + OWN RENT YES NO YES NO MALE FEMALE ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ 311 287 24 101 107 103 294 17 161 150 231 80 144 167 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 7 7 0 0 2 5 6 1 1 6 6 1 3 4 2.3 2.4 .0 .0 1.9 4.9 2.0 5.9 .6 4.0 2.6 1.3 2.1 2.4 11 11 0 3 5 3 9 2 7 4 6 5 6 5 3.5 3.8 .0 3.0 4.7 2.9 3.1 11.8 4.3 2.7 2.6 6.3 4.2 3.0 8 7 1 3 4 1 8 0 4 4 5 3 1 7 2.6 2.4 4.2 3.0 3.7 1.0 2.7 .0 2.5 2.7 2.2 3.8 .7 4.2 g 7 1 2 4 2 8 0 6 2 4 4 2 6 2.6 2.4 4.2 2.0 3.7 1.9 2.7 .0 3.7 1.3 1.7 5.0 1.4 3.6 23 19 4 12 6 5 22 1 9 14 14 9 14 9 7.4 6.6 16.7 11.9 5.6 4.9 7.5 5.9 5.6 9.3 6.1 11.3 9.7 5.4 13 12 1 4 5 4 13 0 4 9 10 3 7 6 4.2 4.2 4.2 4.0 4.7 3.9 4.4 .0 2.5 6.0 4.3 3.8 4.9 3.6 10 10 0 2 2 6 10 0 2 8 10 0 5 5 3.2 3.5 .0 2.0 1.9 5.8 3.4 .0 1.2 5.3 4.3 .0 3.5 3.0 10 2 8 7 3 0 10 0 2 8 9 1 6 4 3.2 .7 33.3 6.9 2.8 .0 3.4 .0 1.2 5.3 3.9 1.3 4.2 2.4 10 8 2 3 4 3 9 1 5 5 9 1 9 1 3,2 2.g 8.3 3.0 3.7 2.9 3.1 5.9 3.1 3.3 3.9 1.3 6.3 .b 6 6 0 2 4 0 6 0 2 4 6 0 4 2 1.9 2.1 .0 2.0 3.7 .0 2.0 .0 1.2 2.7 2.6 .0 2.8 1.2 u BORDNER RESEARCH, INC TABLE 89�1' Q.35 OTHER THAN LOWERING PRICES, WHAT CHANGE ABOUT WAY CGS OPERATES OR DOES BUSINESS MORE ROUTINE MAINTENANCE CHECKS NEWSLETTER/COMMUNICATION NOTHING/EVERYTHING FINE � W DON'T KNOW a� � 1997 CGS RESIDENTIAL CUSTOMER SURVEY TOTAL TYPE LENGTH(YRS) HOME CITY LIMITS PREV EXPER GENDER --------- ------------- ------------- ------------- ------------- NAT LP 1-3 4-10 11 + OWN RENT YES NO YES NO MALE FEMALE ----- ------ ------ ------ ------ ------ ------ ------ 4 4 0 2 0 2 4 0 3 1 1 3 2 2 1.3 1.4 .0 2.0 .0 1.9 1.4 .0 1.9 .7 .4 3.8 1.4 1.2 7 7 0 4 2 1 7 0 4 3 4 3 2 5 2.3 2.4 .0 4.0 1.9 1.0 2.4 .0 2.5 2.0 1.7 3.8 7.4 3.0 86 83 3 22 31 33 82 4 48 38 66 20 33 53 27.7 28.9 12.5 21.8 29.0 32.0 27.9 23.5 29.8 25.3 28.6 25.0 22.9 31.7 119 113 6 40 37 42 111 8 69 50 88 31 55 64 38.3 39.4 25.0 39.6 34.6 40.8 37.8 47.1 42.9 33.3 38.1 38.8 38.2 38.3 BORDNER RESEARCH, INC TABLE 90* G.39 OTHER PROGRAMS OR SERVICES LIKE SEE C6S OFFER BASE FLAT RATE BILL GAS STREET LIGHTS � AFFORDABIIITY PROGRAMS r W v � SAFETY INSTRUCT/LITERATURE CUSTOMER NEYSLETTER FRIENDLIER/CUSTOMER ORIENTED NATURAL GAS IN MY AREA REGULAR MAINTENANCE PROGRAM YNCREASE AVAILABILITY AWARENESS EASIER BIIL PAY 1997 C6S RESIDENTIAL CUSTOMER SURVEY TOTAL TYPE LENGTH(YRS) HOME CITY LIMITS PREV EXPER GENDER _____________ _____________�____�_ ____�______�_ ________�____ ____�__�__�__ _____�____�__ NAT LP 1-3 4-10 11 + OWN RENT YES NO YES NO MALE FEMALE ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ 311 287 24 101 107 103 294 17 161 150 231 80 144 167 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 7 6 1 2 3 2 7 0 4 3 6 1 6 1 2.3 2.1 4.2 2.0 2.8 1.9 2.4 .0 2.5 2.0 2.6 1.3 4.2 .6 4 4 0 0 4 0 4 0 0 4 4 0 4 0 1.3 1.4 .0 .0 3.7 .0 1.4 .0 .0 2.7 1.7 .0 2.8 .0 13 11 2 7 1 5 13 0 6 7 10 3 4 9 4.2 3.8 8.3 6.9 .9 4.9 4.4 .0 3.7 4.7 4.3 3.8 2.8 5.4 9 9 0 2 4 3 9 0 9 0 2 7 6 3 2.9 3.1 .0 2.0 3.7 2.9 3.1 .0 5.6 .0 .9 8.8 4.2 1.8 13 12 1 4 5 4 13 0 11 2 8 5 6 7 4.2 4.2 4.2 4.0 4.7 3.9 4.4 .0 6.8 1.3 3.5 6.3 4.2 4.2 4 3 1 0 2 2 4 0 4 0 2 2 1 3 1.3 1.0 4.2 .0 1.9 1.9 1.4 .0 2.5 .0 .9 2.5 .7 1.8 3 0 3 3 0 0 3 0 1 2 2 1 2 1 1.0 .0 12.5 3.0 .0 .0 1.0 .0 .6 1.3 .9 1.3 1.4 .6 5 5 0 2 1 2 5 0 1 4 4 1 1 4 1.6 1.7 .0 2.0 .9 1.9 1.7 .0 .6 2.7 1.7 1.3 .7 2.4 6 6 0 1 5 0 6 0 5 1 6 0 3 3 1.9 2.1 .0 1.0 4.7 .0 2.0 .0 3.1 .T 2.6 .0 2.1 1.8 2 2 0 0 1 1 2 0 1 1 2 0 1 1 ,6 ,7 .0 .0 .9 1.0 .7 .0 .6 .7 .9 .0 .7 .6 u (continued) 1997 CGS RESIDENTIAL CUSTOMER SURVEY BORDNER RESEARCH, INC TABLE 90'� Q.39 OTHER PROGRAMS OR SERVICES LIKE SEE CGS OFFER -------------------------------------------------------------------------------------------------------------------------------------- TOTAL TYPE LENGTH<YRS) HOME CITY LIMITS PREV EXPER GENDER ------------- -------------------- ------------- ------------- ------------- ------------- NAT LP 1-3 4-10 11 + OWN RENT YES NO YES NO MALE FEMALE ------------------------------------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ DON'T KNOW 250 233 17 83 83 84 233 17 124 126 189 61 111 139 80.4 81.2 70.8 82.2 77.6 81.6 79.3 100.0 77.0 84.0 81.8 76.3 77.1 83.2 � � w � i Respondent Profile - Most (92.3�) of those surveyed were natural gas customers of CGS. Approximately eight percent (7.7�) were propane customers. - Most (94.5$) owned their home as opposed to renting it. - Most (89.4$) were full year residents of Pinellas County. Only 7.7 percent were seasonal residents residing in this area six months or less per year. - Average number of people per household was 2.5. Seven in ten households surveyed (69.5�) did not have children under age 18 living in the home. - Median years as a CGS customer was 5.6. - 74.3 percent had used gas in a previous residence. Among previous users, 70.6� had used natural gas, 9.5� had used propane and 19.9� had used both natural gas and propane. Type Dwelling Single family home Mobile home Condo/apartment Annual Household Income Less than $25,000 $25,000 to $49,999 $50,000 to $74,999 $75,000 or more Refused Residence Location Age 85.2� Less than 25 10.0 25 - 39 4.8 40 - 54 55 - 69 70 or older Within Clearwater limits Outside Clearwater limits Clearwater, unincorp. Largo Dunedin Safety Harbor Tarpon Springs Palm Harbor Belleair Others 24.1� 28.3 17.4 13.8 16.4 - 139 - Employed Yes, full time Yes, part time No, unemployed/ housewife No, retired 51.8� 48.2 8.4 9.3 9.3 6.4 4.8 4.5 2.9 2.6 �� - -. � 1 , .6� 15.4 37.3 25.7 20.9 41.2� 10.9 13.2 34.7 1997 CGS COMMERCIAL CUSTOMER SURVEY Prepared For: The Clearwater Gas System Clearwater, Florida Prepared By: Bordner Research, Inc. 2535 Landmark Drive, Suite 109 Clearwater, FL 34621 (813) 797-6552 May, 1997 - 140 - �� ' '. � I BACKGROUND As part of its efforts to fully understand customer perception of the Clearwater Gas System's products and services, Bordner Research was commissioned to conduct a scientifically-valid study of commercial gas customers. During the second two weeks of April 1997, a random sample of 89 business customers from four industries were surveyed -- restaurant, laundry/dry cleaner, hotel/motel and hospital/nursing home. To insure quality data all respondents were business owners or senior managers who had direct responsibility for making decision about gas usage in their business. Only businesses located in Pinellas County were surveyed. The overall objectives of the research were: - To determine gas usage patterns and appliance satisfaction; - To determine awareness of and satisfaction with selected CGS products and services; - To determine how CGS might better serve its commercial customers. All data were coded and verified prior to computer processing. Data presentation is in the form of banner tables which provide findings for the sample as a whole as well as subgroup breakouts by length of time customer, business location within the Clear- water city limits, business size and business type. Caution _ should be exercised in the interpretation of some subgroup data due to small sample sizes. For the purposes of research a small business was defined as one with less than 5 full time employees, a medium business was defined as having 5 to 49 full time employees and a large business as having 50 or more full time employees. Tables with an asterisk (*) beside the table number indicate questions which permitted more than one answer and con- sequently column percentages do not total 100 percent. - 141 - �� ' J � FINDINGS Attitudes Toward Gas - Over three-fourths (77.5$) of the commercial customers surveyed indicated that even if price were not a con- sideration they would prefer natural gas as their fuel source. Strongest preference for natural gas was found among medium-sized businesses and restaurants. - Approximately one in five (22.5�) of commercial custom- ers stated they would prefer electricity over natural or propane gas if price were not a consideration. - Major reasons offered for natural gas preference were more efficient/better job (44.9�), more control (42.0�), faster heat/hotter (39.1�), clean burning (17.4�) and more economical (15.9$). - The major reason offered for preferring electricity was safety (60.0�). Other reasons mentioned included easier maintenance, simplicity (only one fuel source), more economical and equipment less expensive. - Nine out of ten commercial customers (89.9�) would repurchase gas equipment if any of their gas operated equipment needed to be replaced. - Four in ten customers (39.3�) indicated they would replace a current electric appliance that broke with a gas appliance, if a gas appliance were available. - Hotel/motel businesses were the most likely to state they would replace a broken electric appliance with another electric appliance even if the electric appliance could be replaced with gas. - 142 - � �� - -. � 1997 CGS COMMERCIAL CUSTOMER SURVEY BORDNER RESEARCH, INC TABLE 1 Q.4A IF PRICE NOT A CONSIDERATION, FUEL SOURCE PREFERENCE TOTAL LENGTH (YRS) CITY LIMITS SI2E TYPE , -------------------- ------------- -------------------- --------------------------- 1-3 4-10 11 + YES NO SMALL MEDIUM LARGE REST LNDRY HOTEL HEALTH ------------------------------------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ BASE 89 19 36 34 52 37 45 32 12 38 10 31 10 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 NATURAL GAS 69 15 29 25 39 30 31 30 8 37 8 18 6 77.5 78.9 80.6 73.5 75.0 81.1 68.9 93.8 66.7 97.4 80.0 58.1 60.0 ELECTRICITY 20 4 7 9 13 7 14 2 4 1 2 13 4 22.5 21.1 19.4 26.5 25.0 18.9 31.1 6.3 33.3 2.6 20.0 41.9 40.0 I r � w � BORDNER RESEARCH, INC TABLE 2* 4.48 IF NATURAL GAS PREFERENCE, WHY BASE FASTER HEAT/HOTTER CLEAN � EASIER MAINTAIN �- � � � MORE EFFICIENT/BETTER JOB MORE ECONOMICAL MORE CONTROL(COOKING) DEPENDABLE SAFE DON'T KNOW 1997 CGS COMMERCIAL CUSTOMER SURVEY TOTAL LENGTH (YRS) CITY LIMITS SIZE TYPE -------------------- ------------- -------------------- --------------------------- 1-3 4-10 11 + YES NO SMALL MEDIUM LARGE REST LNDRY HOTEL HEALTH --- ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ 69 15 29 25 39 30 31 30 8 37 8 18 6 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 27 7 7 13 15 12 9 14 4 15 4 4 4 39.1 46.7 24.1 52.0 38.5 40.0 29.0 46.7 50.0 40.5 50.0 22.2 66.7 12 3 3 6 7 5 6 4 2 7 2 3 0 17.4 20.0 10.3 24.0 17.9 16.7 19.4 13.3 25.0 18.9 25.0 16.7 .0 3 1 1 1 2 1 1 1 1 1 1 0 1 4.3 6.7 3.4 4.0 5.1 3.3 3.2 3.3 12.5 2.7 12.5 .0 16.7 31 7 12 12 19 12 12 15 4 13 4 11 3 44.9 46.7 41.4 48.0 48.7 40.0 38.7 50.0 50.0 35.1 50.0 61.1 50.0 11 2 8 1 6 5 8 3 0 4 1 5 1 15.9 13.3 27.6 4.0 15.4 16.7 25.8 10.0 .0 10.8 12.5 27.8 16.7 29 9 10 10 13 16 11 16 2 22 0 3 4 42.0 60.0 34.5 40.0 33.3 53.3 35.5 53.3 25.0 59.5 .0 16.7 66.7 2 0 1 1 2 0 0 1 1 2 0 0 0 2.9 .0 3.4 4.0 5.1 .0 .0 3.3 12.5 5.4 .0 .0 .0 2 1 0 1 1 1 1 1 0 1 1 0 0 2.9 6.7 .0 4.0 2.6 3.3 3.2 3.3 .0 2.l 12.5 .0 .0 1 0 1 0 0 1 0 1 0 1 0 0 0 1.4 .0 3.4 .0 .0 3.3 .0 3.3 .0 2.7 .0 .0 .0 BORDNER RESEARCH, INC TABLE 3* �.48 IF ELECTRICITY PREfERENCE, WHY ------------------------- BASE MORE EfFICIENT/BETTER JOB MORE CONTROL(COOKING) � EASIER MAINTAIN � � �n � SAFER ONLY 1 SOURCE DEAL WITH EQUIP LESS EXPENSIVE MORE ECONOMICAL 1997 CGS COMMERCIAL CUSTOMER SURVEY TOTAL LENGTH (YRS) CITY LIMITS SIZE TYPE -------------------- ------------- -------------------- --------------------------- 1-3 4-10 11 + YES NO SMALL MEDIUM LARGE REST LNDRY HOTEL HEALTH ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ 20 4 7 9 13 7 14 2 4 1 2 13 4 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 1D0.0 1 0 0 1 1 0 1 0 0 1 0 0 0 5.0 .0 .0 11.1 7.7 .0 7.1 .0 .0 100.0 .0 .0 .0 1 0 0 1 1 0 1 0 0 1 0 0 0 5.0 .0 .0 11.1 7.7 .0 7.1 .0 .0 100.0 .0 .0 .0 4 1 1 2 1 3 1 1 2 0 1 1 2 20.0 25.0 14.3 22.2 7.7 42.9 7.1 50.0 50.0 .0 50.0 7.7 50.0 12 2 5 5 8 4 9 1 2 0 1 9 2 60.0 50.0 71.4 55.6 61.5 57.1 64.3 50.0 50.0 .0 50.0 69.2 50.0 3 2 0 1 1 2 1 1 1 0 0 2 1 15.0 50.0 .0 11.1 7.7 28.6 7.1 50.0 25.0 .0 .0 15.4 25.0 2 2 0 0 2 0 2 0 0 0 0 2 0 10.0 50.0 .0 .0 15.4 .0 14.3 .0 .0 .0 .0 15.4 .0 3 0 2 1 2 9 2 0 1 0 0 2 1 15.0 .0 28.6 11.1 15.4 14.3 14.3 .0 25.0 .0 .0 15.4 25.0 80RDNER RESEARCH, INC TABLE 4 �.6 IF ANY OF YOUR GAS OPERATED EQUIPMENT NEEDED TO BE REPLACED, WHAT PURCHASE � � � rn � 1997 CGS COMMERCIAL CUSTOMER SURVEY TOTAL LENGTH (YRS) CITY LIMITS SIZE TYPE -------------------- ------------- -------------------- --------------------------- 1-3 4-10 11 + YES NO SMALL MEDIUM LAR6E REST LNDRY HOTEL HEALTH ------------------------------------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ BASE 89 19 36 34 52 37 45 32 12 38 10 31 10 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 GAS 80 16 34 30 45 35 39 29 12 36 9 25 10 89.9 84.2 94.4 88.2 86.5 94.6 86.7 90.6 100.0 94.7 90.0 80.6 100.0 ELECTRIC 9 3 2 4 7 2 6 3 0 2 1 6 0 10.1 15.8 5.6 11.8 13.5 5.4 13.3 9.4 .0 5.3 10.0 19.4 .0 . ... � .. . . .. . 1997 CGS COMMERCIAL CUSTOMER SURVEY BORDNER RESEARCH, INC TABLE 5 Q.7 IF ANY OF YOUR EIECTRIt APPLIANCES BROKE AND COULD BE REPLACED WITH GAS, WHAT PURCHASE TOTAL LENGTH (YRS) CITY LIMITS SIZE TYPE -------=------------ ------------- -------------------- --------------------------- 1-3 4-10 11 + YES NO SMALL MEDIUM LARGE REST LNDRY NOTEL HEALTH ------------------------------------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ BASE 89 19 36 34 52 37 45 32 12 38 10 31 10 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 GAS 35 8 15 12 17 18 20 11 4 19 6 5 5 39.3 42.1 41.7 35.3 32.7 48.6 44.4 34.4 33.3 50.0 60.0 16.1 50.0 ELECTRIC 53 10 21 22 35 18 25 20 8 18 4 26 5 59.6 52.6 58.3 64.7 67.3 48.6 55.6 62.5 66.7 47.4 40.0 83.9 50.0 I ,� DON' T KNOW 1 1 0 0 0 1 0 1 0 1 0 0 0 � 1.1 5.3 .0 .0 .0 2.7 .0 3.1 .0 2.6 .0 .0 .0 � � Gas UsaQe And Appliance Satisfaction - Most .(89.9$) opened their business with natural gas rather than converting from another energy source after opening. - Conversions after opening were slightly more likely to have occurred among businesses located outside the city limits of Clearwater. - Two-thirds (66.7�) of the conversions made were from propane to natural gas. The remaining conversions were from electricity to natural gas. - A strong majority (83.1�) of commercial customers have more than one appliance on gas. Average number of appliances on gas per customer was 2.44. - With the exception of clothes dryers and pool/spa heaters, the likelihood of having any particular appliance on gas increased with business size. - Over two-thirds (68.5�) of the sample currently has a water heater/boiler on gas. This was a significant appliance across all business types. - Businesses are satisfied with the gas appliances they currently have. In fact, over one-half of the respon- dents indicating they had a particular gas appliance stated they were very satisfied with that appliance. (See Summary Table l.) SUMMARY TABLE 1 APPLIANCES ON GAS AND SATISFACTION Appliance Water heater/boiler Oven/steam table Grill/fryer Pool/spa heater Clothes dryer Central heating Central air Other � Have 68.5 51.7 48.3 31.5 30.3 10.1 2.2 1.1 - 148 - � �� - -. � Satisfaction (�) Verv Total 63.9 52.2 53.5 53.6 66.7 77.8 50.0 100.0 100.0 100.0 100.0 92.9 96.3 88.9 50.0 100.0 1997 CGS COMMERCIAL CUSTOMER SURVEY BORDNER RESEARCH, INC TABLE 6 Q.3A OPEN BUSINESS WITH NATURAL GAS OR CONVERT FROM OTHER ENERGY SOURCE ------------------------------------------------------------------------------------------------------------------------------- TOTAL LENGTH (YRS) CITY LIMITS SIZE TYPE -------------------- ------------- -------------------- --------------------------- 1-3 4-10 11 + YES NO SMALL MEDIUM LARGE REST LNDRY HOTEL HEALTH ------------------------------------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ BASE 89 19 36 34 52 37 45 32 12 38 10 31 10 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 OPEN 80 18 30 32 50 30 40 29 11 33 8 30 9 89.9 94.7 83.3 94.1 96.2 81.1 88.9 90.6 91.7 86.8 80.0 96.8 90.0 CONVERT 9 1 6 2 2 7 5 3 1 5 2 1 1 10.1 5.3 16.7 5.9 3.8 18.9 11.1 9.4 8.3 13.2 20.0 3.2 10.0 I r-• � � I BORDNER RESEARCH, INC TABLE 7 Q.3B IF CONVERTED, FROM WHAT ENERGY RESOURCE I r-• lr O I 1997 CGS COMMERCIAL CUSTOMER SURVEY ------------------------------------------------------------------------------------------------------------------------------- TOTAL LENGTH <YRS) CITY LIMITS SIZE TYPE , -------------------- ------------- -------------------- --------------------------- 1-3 4-10 11 + YES NO SMALL MEDIUM LARGE REST LNDRY HOTEL HEALTH ------------------------------------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ BASE 9 1 6 2 2 7 5 3 1 5 2 1 1 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 ELECTRICITY 3 1 2 0 2 1 3 0 0 2 1 0 0 33.3 100.0 33.3 .0 100.0 14.3 60.0 .0 .0 40.0 50.0 .0 .0 PROPANE 6 0 4 2 0 6 2 3 1 3 1 1 1 66.7 .0 66.7 100.0 .0 85.7 40.0 100.0 100.0 60.0 50.0 100.0 100.0 80RDNER RESEARCH, INC TABLE 8* �.SA APPLIANCES CURRENTLY HAVE ON GAS BASE WATER HEATER/BOILER OVEN/STEAM TABLE � GRILL/FRYER � � � � CLOTHES DRYER CENTRAL HEATING CENTRAL AIR CONDITIONING POOL/SPA HEATER OTHER 1997 CGS COMMERCIAL CUSTOMER SURVEY TOTAL LENGTH (YRS) CITY LIMITS SIZE TYPE -------------------- ------------- -------------------- --------------------------- 1-3 4-10 11 + YES NO SMALL MEDIUM LARGE REST LNDRY HOTEL HEALTH ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ 89 19 36 34 52 37 45 32 12 38 90 31 10 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 61 10 22 29 37 24 25 24 12 24 8 20 9 68.5 52.6 61.1 85.3 71.2 64.9 55.6 75.0 100.0 63.2 80.0 64.5 90.0 46 9 15 22 24 22 14 22 10 31 0 7 8 51.7 47.4 41.7 64.7 46.2 59.5 31.1 68.8 83.3 81.6 .0 22.6 80.0 43 10 17 16 23 20 13 22 8 32 0 6 5 48.3 52.6 47.2 47.1 44.2 54.1 28.9 68.8 66.7 84.2 .0 19.4 50.0 27 3 11 13 18 9 19 5 3 0 9 14 4 30.3 15.8 30.6 38.2 34.6 24.3 42.2 15.6 25.0 .0 90.0 45.2 40.0 9 1 1 7 4 5 2 4 3 0 1 3 5 10.1 5.3 2.8 20.6 7.7 13.5 4.4 12.5 25.0 .0 10.0 9.7 50.0 2 0 1 1 1 1 0 0 2 0 0 0 2 2.2 .0 2.8 2.9 1.9 2.7 .0 .0 16.7 .0 .0 .0 20.0 28 4 13 11 25 3 23 3 2 0 2 26 0 31.5 21.1 36.1 32.4 48.1 8.1 51.1 9.4 16.7 .0 20.0 83.9 .0 1 1 0 0 1 0 1 0 0 1 0 0 0 1.1 5.3 .0 .0 1.9 .0 2.2 .0 .0 2.6 .0 .0 .0 1997 CGS COMMERCIAL CUSTOMER SURVEY BORDNER RESEARCH, INC TABLE 9 Q.58 WATER HEATER/BOILER SATISFACTION TOTAI LENGTH (YRS) CITY LIMITS SIZE TYPE , 1-3 4-10 11 + YES NO SMALL MEDIUM LARGE REST LNDRY HOTEL HEALTH ------------------------------------ ------ ------ ------ ------ ------ ------ ------ ------ BASE 61 10 22 29 37 24 25 24 12 24 8 20 9 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 VERY SATISFIED 39 5 12 22 22 17 16 17 6 17 5 12 5 63.9 50.0 54.5 75.9 59.5 70.8 64.0 70.8 50.0 70.8 62.5 60.0 55.6 SATISFIED 22 5 10 7 15 7 9 7 6 7 3 8 4 36.1 50.0 45.5 24.1 40.5 29.2 36.0 29.2 50.0 29.2 37.5 40.0 44.4 I � � N 1 BORDNER RESEARCH, INC TABLE 10 Q.SB OVEN/STEAM TABLE SATISFACTION I r ln w � 1997 CGS COMMERCIAL CUSTOMER SURVEY TOTAL LENGTH (YRS) CITY LIMITS SIZE TYPE -------------------- ------------- -------------------- -------------------- 1-3 4-10 11 + YES NO SMALL MEDIUM LARGE REST HOTEL HEALTH ------------------------------------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ BASE 46 9 15 22 24 22 14 22 10 31 7 8 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 VERY SATISfIED 24 4 6 14 10 14 8 11 5 16 3 5 52.2 44.4 40.0 63.6 41.7 63.6 57.1 50.0 50.0 51.6 42.9 62.5 SATISFIED 22 5 9 8 14 8 6 11 5 15 4 3 47.8 55.6 60.0 36.4 58.3 36.4 42.9 50.0 50.0 48.4 57.1 37.5 1997 CGS COMMERCIAL CUSTOMER SURVEY BORDNER RESEARCH, INC TABLE 11 9.5B GRILL/FRYER SATISFACTION TOTAL LENGTH (YRS) CITY LIMITS SIZE TYPE -------------------- ------------- -------------------- -------------------- 1-3 4-10 11 + YES NO SMALL MEDIUM LARGE REST HOTEL HEALTH ------------------------------------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ BASE 43 10 17 16 23 20 13 22 8 32 6 5 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 VERY SATISFIED 23 4 8 11 11 12 9 11 3 19 2 2 53.5 40.0 47.1 68.8 47.8 60.0 69.2 50.0 37.5 59.4 33.3 40.0 SATISFIED 20 6 9 5 12 8 4 11 5 13 4 3 46.5 60.0 52.9 31.3 52.2 40.0 30.8 50.0 62.5 40.6 66.7 60.0 I � � � 1 1997 CGS COMMERCIAL CUSTOMER SURVEY BORDNER RESEARCH, INC TABIE 12 Q.58 CLOTHES DRYER SATISFACTION TOTAL LENGTH (YRS) CITY LIMITS SIZE TYPE -------------------- ------------- -------------------- -------------------- 1-3 4-10 11 + YES NO SMALL MEDIUM LARGE LNDRY HOTEL HEALTH ------------------------------------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ BASE 27 3 11 13 18 9 19 5 3 9 14 4 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 VERY SATISFIED 18 2 6 10 10 8 12 5 1 7 9 2 66.7 66.7 54.5 76.9 55.6 88.9 63.2 100.0 33.3 77.8 64.3 50.0 SATISFIED 8 1 5 2 7 1 6 0 2 2 4 2 29.6 33.3 45.5 15.4 38.9 11.1 31.6 .0 66.7 22.2 28.6 50.0 I DISSATISFIED 1 0 0 1 1 0 1 0 0 0 1 0 ,� 3.7 .0 .0 7.7 5.6 .0 5.3 .0 .0 .0 7.1 .0 � � I 1997 CGS COMMERCIAL CUSTOMER SURVEY BORDNER RESEARCH, INC TABLE 13 Q.58 CENTRAL HEATING SATISFACTION TOTAL LENGTH (YRS) CITY LIMITS SI2E TYPE -------------------- ------------- -------------------- -------------------- 1-3 4-10 11 + YES NO SMALL MEDIUM LARGE LNDRY HOTEL HEALTH ------------------------------------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ BASE 9 1 1 7 4 5 2 4 3 1 3 5 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 VERY SATISPIED 7 1 1 5 3 4 2 3 2 1 2 4 77.8 100.0 100.0 71.4 75.0 80.0 100.0 75.0 66.7 100.0 66.7 80.0 SATISFIED 1 0 0 1 0 1 0 0 1 0 0 1 11.1 .0 .0 14.3 .0 20.0 .0 .0 33.3 .0 .0 20.0 I DISSATISFIED 1 0 0 1 1 0 0 1 0 0 1 0 ,� 11.1 .0 .0 14.3 25.0 .0 .0 25.0 .0 .0 33.3 .0 � rn i 1997 CGS COMMERCIAL CUSTOMER SURVEY BORDNER RESEARCH, INC TABLE 14 Q.SB CENTRAL AIR CONDITIONING SATISFACTION TOTAL LENGTH (YRS) CITY IIMITS SIZE TYPE 4-10 11 + YES NO LARGE HEALTH ------------------------------------ ------ ------ ------ ------ ------ ------ ------ BASE 2 1 1 1 1 2 2 100.0 100.0 100.0 100.0 100.0 100.0 100.0 VERY SATISFIED 1 0 1 1 0 1 1 50.0 .0 100.0 100.0 .0 50.0 50.0 DISSATISFIED 1 1 0 0 1 1 1 50.0 100.0 .0 .0 100.0 50.0 50.0 � � � V I BORDNER RESEARCH, INC TABLE 15 Q.58 POOL/SPA HEATER SATISFACTION I � �n � I ------------------- BASE VERY SATISFIED SATISFIED DISSATISFIED 1997 CGS COMMERCIAL CUSTOMER SURVEY TOTAL LENGTH (YRS) CITY LIMITS SIZE TYPE -------------------- ------------- -------------------- ------------• 1-3 4-10 11 + YES NO SMALL MEDIUM LARGE LNDRY HOTEL ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ----- 28 4 13 11 25 3 23 3 2 2 26 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 15 2 7 6 12 3 11 3 1 2 13 53.6 50.0 53.8 54.5 48.0 100.0 47.8 100.0 50.0 100.0 50.0 11 1 6 4 11 0 10 0 1 0 11 39.3 25.0 46.2 36.4 44.0 .0 43.5 .0 50.0 .0 42.3 2 1 0 1 2 0 2 0 0 0 2 7.1 25.0 .0 9.1 8.0 .0 8.7 .0 .0 .0 7.7 1997 CGS COMMERCIAI CUSTOMER SURVEY BORDNER RESEARCH, INC TABLE 16 Q.58 OTHER APPLIANCES SATISFACTION TOTAL LENGTH CITY SI2E TYPE (YRS) IIMITS 1-3 YES SMALL REST ------------------------------------ ------ ------ ------ ------ ----- eASE 1 1 1 1 1 100.0 100.0 100.0 100.0 100.0 VERY SATISFIED 1 1 1 1 1 100.0 100.0 100.0 100.0 100.0 I � � �o I Gas Air Conditioninq - Less than three in ten commercial customers (28.1�) think that gas air conditioning is currently available. Approximately thirty percent (31.5$) think it is not available and the rest (40.4$) don't know whether it is available or not. - Large businesses were more likely know that gas air and those in the healthcare industry than their respective counterparts to conditioning is currently available. - Approximately fifty percent (49.4$) of commercial customers said that if their current air conditioning unit/system needed to be replaced, they would consider installing gas air conditioning if it were available. - Restaurants and those businesses in the healthcare industry were the most likely to say they would consider gas air conditioning. - A majority (57.1�) of the hotel/motel businesses that said they would not consider gas air conditioning felt this way because they do not use central air in their operations but rather individual units. - Across all other business types, lack of knowledge about gas air conditioning was the most pervasive reason for not being willing to consider gas air conditioning. - Only one-third (33.7�) of those surveyed said they would not be willing to pay more for gas air conditioning equipment if the operational savings provided a payback in three years or less. Slightly less than one-half (48.3$) said they would be willing to pay more initially with a three year or less pay- back. - If they wanted more information on gas air condition- ing, a majority (56.2$) would seek information from CGS. Eighteen percent (18.0$) would look to equipment vendors for more information. Almost one-fourth (23.6�) did not know where they would go for such information. - 160 - �� . '1. � I , 1997 CGS COMMERCIAL CUSTOMER SURVEY BORDNER RESEARCH, INC TABLE 17 Q.8 TO BEST OF YOUR KNOWLEDGE IS GAS AIR CONDITIONING AVAILABLE TOTAL LENGTH (YRS) CITY LIMITS SIZE TYPE 1-3 4-10 11 + YES NO SMALL MEDIUM LARGE REST LNDRY HOTEL HEALTH BASE 89 19 36 34 52 37 45 32 12 38 10 31 10 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 YES NO 25 6 8 11 13 12 11 6 8 10 1 7 7 28.1 31.6 22.2 32.4 25.0 32.4 24.4 18.8 66.7 26.3 10.0 22.6 70.0 28 6 9 13 18 10 12 15 1 11 6 9 2 31.5 31.6 25.0 38.2 34.6 27.0 26.7 46.9 8.3 28.9 60.0 29.0 20.0 I �. DON'T KNOW 36 7 19 10 21 15 22 11 3 17 3 15 1 °' 40.4 36.8 52.8 29.4 40.4 40.5 48.9 34.4 25.0 44.7 30.0 48.4 10.0 r 1 1997 CGS COMMERCIAL CUSTOMER SURVEY BORDNER RESEARCH, INC TABLE 18 Q.9A IF CURRENT ALR CONDITIONIN6 UNIT NEEDED BE REPLACED, CONSIDER INSTALLING GAS A/C If AVAIIABLE ------------------------------------------------------------------------------------------------------------------------------- TOTAL LENGTH (YRS) CITY LIMITS SIZE TYPE -------------------- ------------- -------------------- --------------------------- 1-3 4-10 11 + YES NO SMALL MEDIUM LARGE REST LNDRY HOTEL HEALTH ------------------------------------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ BASE 89 19 36 34 52 37 45 32 12 38 10 31 10 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 YES 44 7 20 17 22 22 21 17 6 24 3 10 7 49.4 36.8 55.6 50.0 42.3 59.5 46.7 53.1 50.0 63.2 30.0 32.3 70.0 NO 44 11 16 17 29 15 23 15 6 14 6 21 3 49.4 57.9 44.4 50.0 55.8 40.5 51.1 46.9 50.0 36.8 60.0 67.7 30.0 1 ,� DON' T KNON 1 1 0 0 1 0 1 0 0 0 1 0 0 °� 1.1 5.3 .0 .0 1.9 .0 2.2 .0 .0 .0 10.0 .0 .0 N 1 BORDNER RESEARCH, INC TABLE 19�' Q.98 WHY NOT CONSIDER GAS AIR CONDITIONING -------------------------------- BASE ELECTRIC AIR EFFICIENT FOR NEEDS LACK KNOWLEDGE ABOUT GAS A/C I NO CENTRAL AIR � rn w I RENT NOT OWN BUIIDING T00 DANGEROUS EQUIP/CONVERSION COSTS HIGH 1997 CGS COMMERCIAL CUSTOMER SURVEY TOTAL LENGTH (YRS) CITY LIMITS SIZE TYPE -------------------- ------------- -------------------- --------------------------- 1-3 4-10 11 + YES NO SMALL MEDIUM LARGE REST LNDRY HOTEL HEALTH ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ 44 11 16 17 29 15 23 15 6 14 6 21 3 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 8 3 2 3 4 4 4 3 1 1 2 5 0 18.2 27.3 12.5 17.6 13.8 26.7 17.4 20.0 16.7 7.1 33.3 23.8 .0 11 0 6 5 6 5 5 4 2 5 2 2 2 25.0 .0 37.5 29.4 20.7 33.3 21.7 26.7 33.3 35.7 33.3 9.5 66.7 14 2 7 5 13 1 9 4 1 1 1 12 0 31.8 18.2 43.8 29.4 44.8 6.7 39.1 26.7 16.7 7.1 16.7 57.1 .0 4 4 0 0 0 4 2 2 0 3 1 0 0 9.1 36.4 .0 .0 .0 26.7 8.7 13.3 .0 21.4 16.7 .0 .0 3 1 1 1 1 2 1 1 1 0 0 2 1 6.8 9.1 6.3 5.9 3.4 13.3 4.3 6.7 16.7 .0 .0 9.5 33.3 6 2 0 4 6 0 3 2 1 4 0 2 0 13.6 18.2 .0 23.5 20.7 .0 13.0 13.3 16.7 28.6 .0 9.5 .0 BORDNER RESEARCH, INC TABLE 20 4.10 WILLING TO PAY MORE FOR GAS AIR CONDITIONING E�UIPMENT IF OPERATIONAL SAVIN6S PROVIDED PAYBACK IN 3 YEARS OR LESS BASE YES NO t � � DON'T KNOW � 1997 C6S COMMERCIAL CUSTOMER SURVEY TOTAL LENGTH (YRS) CITY LIMITS SIZE TYPE ------------------- ------------- -------------------- --------------------------- 1-3 4-10 11 + YES NO SMALL MEDIUM LARGE REST LNDRY HOTEL HEALTH 89 19 36 34 52 37 45 32 12 38 10 31 10 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 43 9 18 16 19 24 22 14 7 21 5 9 8 48.3 47.4 50.0 47.1 36.5 64.9 48.9 43.8 58.3 55.3 50.0 29.0 80.0 30 6 11 13 23 7 18 10 2 7 4 18 1 33.7 31.6 30.6 38.2 44.2 18.9 40.0 31.3 16.7 18.4 40.0 58.1 10.0 16 4 7 5 10 6 5 8 3 10 1 4 1 18.0 21.1 19.4 14.7 19.2 16.2 11.1 25.0 25.0 26.3 10.0 12.9 10.0 BORDNER RESEARCH, INC TABLE 21* Q.11 IF WANTED MORE INFORMATION ON GAS A/C, WHERE LOOK BASE GAS COMPANY EQUIPMENT VENDORS � YELLOW PAGES � rn � � DON'T KNOW 1997 CGS COMMERCIAL CUSTOMER SURYEY TOTAL LENGTH (YRS) CITY LIMITS SIZE n'PE -------------�----__ _______---__- ____-_-_________---_ _-________-____-___-____--- 1-3 4-10 11 + YES NO SMALL MEDIUM LARGE REST LNDRY HOTEL HEALTH ------------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ 89 19 36 34 52 37 45 32 12 38 10 31 10 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 50 13 19 18 27 23 30 13 7 23 7 15 5 56.2 68.4 52.8 52.9 51.9 62.2 66.7 40.6 58.3 60.5 70.0 48.4 50.0 16 1 7 8 9 7 6 7 3 7 1 5 3 18.0 5.3 19.4 23.5 17.3 18.9 13.3 21.9 25.0 18.4 10.0 16.1 30.0 5 3 2 0 4 1 3 2 0 3 0 2 0 5.6 15.8 5.6 .0 7.7 2.7 6.7 6.3 .0 7.9 .0 6.5 .0 21 2 10 9 12 9 8 10 3 7 2 9 3 23.6 10.5 27.8 26.5 23.1 24.3 17.8 31.3 25.0 18.4 20.0 29.0 30.0 u CGS Service Awareness - Three-fourths (75.3$) of commercial customers were aware that CGS offers gas piping installation. - Seven in ten customers (69.7�) were aware that CGS offers non-emergency service and repair. - Only ten percent (10.5$) of the restaurants surveyed had ever heard about CGS's commercial restaurant program. Of the four respondents that had heard of it, only two had used it. Both users said they were satisfied with the services received. - 166 - �� - -. � 1997 CGS COMMERCIAL CUSTOMER SURVEY BORDNER RESEARCH, INC TABLE 22 Q.12 CGS OFFER GAS PIPING INSTALLATION TOTAL LENGTH (YRS) CITY LIMITS SI2E TYPE -------------------- ------------- -------------------- --------------------------- 1-3 4-10 11 + YES NO SMALL MEDIUM LARGE REST LNDRY HOTEL HEALTH ------------------------------------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ BASE 89 19 36 34 52 37 45 32 12 38 10 31 10 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 YES 67 15 23 29 34 33 31 26 10 30 8 20 9 75.3 78.9 63.9 85.3 65.4 89.2 68.9 81.3 83.3 78.9 80.0 64.5 90.0 NO 4 2 1 1 3 1 2 1 1 1 0 2 1 4.5 10.5 2.8 2.9 5.8 2.7 4.4 3.1 8.3 2.6 .0 6.5 10.0 I DON'T KNOW 18 2 12 4 15 3 12 5 1 7 2 9 0 �. 20.2 10.5 33.3 11.8 28.8 8.1 26.7 15.6 8.3 18.4 20.0 29.0 .0 rn v 1 1997 CGS COMMERCIAL CUSTOMER SURVEY BORDNER RESEARCH, INC TABLE 23 Q.13 CGS OFfER NON-EMERGENCY SERVICE AND REPAIR PROGRAM TOTAL LENGTH (YRS) CITY LIMITS SIZE TYPE -------------------- ------------- -------------------- --------------------------- 1-3 4-10 11 + YES NO SMALL MEDIUM LARGE REST LNDRY HOTEL HEALTH ------------------------------------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ BASE 89 19 36 34 52 37 45 32 12 38 10 31 10 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 YES 62 12 24 26 34 28 27 25 10 31 4 18 9 69.7 63.2 66.7 76.5 65.4 75.7 60.0 78.1 83.3 81.6 40.0 58.1 90.0 NO 9 2 2 5 7 2 5 3 1 2 0 6 1 10.1 10.5 5.6 14.7 13.5 5.4 11.1 9.4 8.3 5.3 .0 19.4 10.0 � DON'T KNOW 18 5 10 3 11 7 13 4 1 5 6 7 0 ,� 20.2 26.3 27.8 8.8 21.2 18.9 28.9 12.5 8.3 13.2 60.0 22.6 .0 rn � � BORDNER RESEARCH, INC TABLE 24 (RESTAURANTS ONLY) a.32A EVER HEARD OF THE CGS COMMERCIAL RESTAURANT PROGRAM I � O� �D I 1997 CGS COMMERCIAL CUSTOMER SURVEY TOTAL LENGTH (YRS) CITY LIMITS SIZE -------------------- ------------- -------------------- 1-3 4-10 11 + YES NO SMALL MEDIUM LARGE ------------------------------------ ------ ------ ------ ------ ------ ------ ------ ------ ------ BASE 38 11 15 12 18 20 . 15 20 3 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 YES 4 3 1 0 1 3 1 3 0 10.5 27.3 6.7 .0 5.6 15.0 6.7 15.0 .0 NO 34 8 14 12 17 17 14 17 3 89.5 72.7 93.3 100.0 94.4 85.0 93.3 85.0 100.0 1997 CGS COMMERCIAL CUSTOMER SURVEY BORDNER RESEARCH, INC TABLE 25 (RESTAURANTS ONLY) Q.32B IF HEARD, EVER USED COMMERCIAL RESTAURANT PROGRAM TOTAL LENGTH (YRS) CITY LIMITS SIZE TYPE ------------- ------------- ------------- ------ � 1-3 4-10 YES NO SMALL MEDIUM REST ------------------------------------ ------ ------ ------ ------ ------ ------ ------ ------ BASE 4 3 1 1 3 1 3 4 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 YES NO I � v O I 2 1 1 1 1 0 2 2 50.0 33.3 100.0 100.0 33.3 .0 66.7 50.0 2 2 0 0 2 1 1 2 50.0 66.7 .0 .0 66.7 100.0 33.3 50.0 1997 CGS COMMERCIAL CUSTOMER SURVEY BORDNER RESEARCH, INC TABLE 26 <RESTAURANTS ONLY) Q.32C IF USED, SATISFACTION WITH SERVICE RECEIVED TOTAL LENGTH (YRS) CITY LIMITS SI2E TYPE ------------- ------------- ------ ------ 1-3 4-10 YES NO MEDIUM REST ------------------------------------ ------ ------ ------ ------ ------ ------ ------ BASE 2 1 1 1 1 2 2 100.0 100.0 100.0 100.0 100.0 100.0 100.0 VERY SATISFIED 1 1 0 1 0 1 1 50.0 100.0 .0 100.0 .0 50.0 50.0 SOMEWHAT SATISFIED 1 0 1 0 1 1 1 50.0 .0 100.0 .0 100.0 50.0 50.0 � � � � I c CGS Service And Repair - A maj.ority (55.1�) of customers stated that during the past two years a CGS service and repair technician had come to their place of business to maintain or repair a gas appliances. - Among those who had used CGS service and repair within the past two years, satisfaction levels across all items about which they were queried were high. (See Summary Table 2.) The only item on which less than eighty-five percent indicated that they were satisfied was reasonableness of cost. However, even on the cost issue over two-thirds (67.3�) stated they were satis- fied that cost was reasonable in relation to the ser- vices received. The strongest levels of satisfaction were found for courtesy of technician and professional- ism, with over a majority stating they were very satis- fied in these areas. SUMMARY TABLE 2 SERVICE AND REPAIR SATISFACTION ($) Courtesy of technician Ability to correct problem Delivery of service in acceptable time frame Professionalism Reasonableness of cost TOTAL VERY SATISFIED SATISFIED 89.8 63.3 87.8 44.9 85.7 40.8 89.8 53.1 67.3 22.4 - Among those who had not used CGS service and repair within the past two years, slightly less than one-half (47.5�) had used the maintenance or repair services of another company. - Among those using another company, a variety of companies were used with no clear competitor to CGS emerging. - 172 - � � � �� . .. � 1997 CGS COMMERCIAL CUSTOMER SURVEY BORDNER RESEARCH, INC TABLE 27 Q.14 DURING PAST TWO YEARS DID CGS TECHNICIAN COME TO MAINTAIN OR REPAIR ONE OF YOUR GAS APPLIANCES TOTAL IENGTH (YRS) CITY LIMITS SI2E TYPE -------------------- ------------- -------------------- --------------------------- 1-3 4-10 11 + YES NO SMALL MEDIUM LARGE REST INDRY HOTEL HEALTH ------------------------------------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ BASE 89 19 36 34 52 37 45 32 12 38 10 31 10 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 YES NO I � v W I 49 10 19 20 28 21 25 17 7 20 4 19 6 55.1 52.6 52.8 58.8 53.8 56.8 55.6 53.1 58.3 52.6 40.0 61.3 60.0 40 9 17 14 24 16 20 15 5 18 6 12 4 44.9 47.4 47.2 41.2 46.2 43.2 44.4 46.9 41.7 47.4 60.0 38.7 40.D BORDNER RESEARCH, INC TABLE 28 Q.16A REPAIR SERVICE RATING: COURTESY OF TECHNICIAN BASE VERY SATISFIED SATISFIED � DISSATISFIED � v � � VERY DISSATISFIED 1997 CGS COMMERCIAL CUSTOMER SURYEY TOTAL LENGTH (YRS) CITY LIMITS SIZE TYPE -------------------- ------------- -------------------- --------------------------- 1-3 4-10 11 + YES NO SMALL MEDIUM LARGE REST LNDRY HOTEL HEALTH ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ 49 10 19 20 28 21 25 17 7 20 4 19 6 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 31 8 12 11 17 14 16 12 3 15 1 11 4 63.3 80.0 63.2 55.0 60.7 66.7 64.0 70.6 42.9 75.0 25.0 57.9 66.7 13 1 5 7 9 4 7 3 3 3 3 6 1 26.5 10.0 26.3 35.0 32.1 19.0 28.0 17.6 42.9 15.0 75.0 31.6 16.7 1 0 1 0 0 1 0 1 0 1 0 0 0 2.0 .0 5.3 .0 .0 4.8 .0 5.9 .0 5.0 .0 .0 .0 4 1 1 2 2 2 2 1 1 1 0 2 1 8.2 10.0 5.3 10.0 7.1 9.5 8.0 5.9 14.3 5.0 .0 10.5 16.7 BORDNER RESEARCH, INC TABLE 29 A.16B REPAIR SERVICE RATING: ABIIITY TO CORRECT PROBLEM BASE VERY SATISFIED SATISFIED � DISSATISFIED r v lJ+ � VERY DISSATISFIED 1997 CGS COMMERCIAL CUSTOMER SURVEY TOTAL LENGTH <YRS) CITY LIMITS SIZE TYPE -------------------- ------------- -------------------- --------------------------- 1-3 4-10 11 + YES NO SMALL MEDIUM LARGE REST LNDRY HOTEL HEALTH - ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ 49 10 19 20 28 21 25 17 7 20 4 19 6 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 22 5 8 9 12 10 9 10 3 13 1 5 3 44.9 50.0 42.1 45.0 42.9 47.6 36.0 58.8 42.9 65.0 25.0 26.3 50.0 21 4 8 9 14 7 13 5 3 5 3 11 2 42.9 40.0 42.1 45.0 50.0 33.3 52.0 29.4 42.9 25.0 75.0 57.9 33.3 2 0 2 0 0 2 0 1 1 1 0 0 1 4.1 .0 10.5 .0 .0 9.5 .0 5.9 14.3 5.0 .0 .0 16.7 4 1 1 2 2 2 3 1 0 1 0 3 0 8.2 10.0 5.3 10.0 7.1 9.5 12.0 5.9 .0 5.0 .0 15.8 .0 BORDNER RESEARCH, INC TABLE 30 Q.16C REPAIR SERVICE RATIN6: DELIVERY Of SERVICE IS ACCEPTABLE TIME FRAME -----------------• BASE VERY SATISFIED SATISFIED I F.. DISSATISFIED � rn I VERY DISSATISFIED 1997 CGS COMMERCIAL CUSTOMER SURVEY TOTAL LENGTH (YRS) CITY LIMITS SIZE TYPE -------------------- ------------- -------------------- --------------------------- 1-3 4-10 11 + YES NO SMALL MEDIUM LARGE REST LNDRY HOTEL HEALTH --------------- ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ 49 10 19 20 28 21 25 17 7 20 4 19 6 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 20 7 6 7 12 8 10 7 3 10 0 8 2 40.8 70.0 31.6 35.0 42.9 38.1 40.0 41.2 42.9 50.0 .0 42.1 33.3 22 1 11 10 13 9 11 7 4 8 4 7 3 44.9 10.0 57.9 50.0 46.4 42.9 44.0 41.2 57.1 40.0 100.0 36.8 50.0 2 1 1 0 1 1 1 1 0 1 0 1 0 4.1 10.0 5.3 .0 3.6 4.8 4.0 5.9 .0 5.0 .0 5.3 .0 5 1 1 3 2 3 3 2 0 1 0 3 1 10.2 10.0 5.3 15.0 7.1 14.3 12.0 11.8 .0 5.0 .0 15.8 16.7 1997 CGS COMMERCIAL CUSTOMER SURVEY 80RDNER RESEARCH, INC TABLE 31 Q.16D REPAIR SERVICE RATING: PROFESSIONALISM TOTAL LENGTH (YRS) CITY LIMITS SI2E TYPE -------------------- ------------- -------------------- --------------------------- 1-3 4-10 11 + YES NO SMALL MEDIUM LARGE REST LNDRY HOTEL HEALTH ------------------------------------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ BASE 49 10 19 20 28 21 25 17 7 20 4 19 6 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 VERY SATISFIED 26 8 10 8 14 12 12 12 2 14 0 9 3 53.1 80.0 52.6 40.0 50.0 57.1 48.0 70.6 28.6 70.0 .0 47.4 50.0 SATISFIED 18 1 7 10 12 6 11 3 4 4 4 8 2 36.7 10.0 36.8 50.0 42.9 28.6 44.0 17.6 57.1 20.0 100.0 42.1 33.3 I DISSATISFIED 1 0 1 0 0 1 0 1 0 1 0 0 0 � 2.0 .0 5.3 .0 .0 4.8 .0 5.9 .0 5.0 .0 .0 .0 � � I VERY DISSATISFIED 4 1 1 2 2 2 2 1 1 1 0 2 1 8.2 10.0 5.3 10.0 7.1 9.5 8.0 5.9 14.3 5.0 .0 10.5 16.7 BORDNER RESEARCH, INC TABLE 32 Q.16E REPAIR SERVICE RATING: REASONABLENESS OF COST IN RELATION TO SERVICE RECEIVED ----------------- °--------------- BASE VERY SATISFIED SATISFIED I �--� DISSATISFIED v � I VERY DISSATISFIED DON'T KNOW 1997 CGS COMMERCIAL CUSTOMER SURVEY TOTAL LENGTH (YRS) CITY LIMITS SI2E TYPE -------------------- ------------- -------------------- --------------------------- 1-3 4-10 11 + YES NO SMALL MEDIUM LARGE REST LNDRY HOTEL HEALTH -- ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ 49 10 19 20 28 21 25 17 7 20 4 19 6 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 11 6 3 2 5 6 6 5 0 7 0 3 1 22.4 60.0 15.8 10.0 17.9 28.6 24.0 29.4 .0 35.0 .0 15.8 16.7 22 1 11 10 13 9 11 7 4 8 3 7 4 44.9 10.0 57.9 50.0 46.4 42.9 44.0 41.2 57.1 40.0 75.0 36.8 66.7 5 1 1 3 4 1 3 1 1 0 0 4 1 10.2 10.0 5.3 15.0 14.3 4.8 12.0 5.9 14.3 .0 .0 21.1 16.7 7 1 4 2 4 3 4 3 0 3 0 4 0 14.3 10.0 21.1 10.0 14.3 14.3 16.0 17.6 .0 15.0 .0 21.1 .0 4 1 0 3 2 2 1 1 2 2 1 1 0 8.2 10.0 .0 15.0 7.1 9.5 4.0 5.9 28.6 10.0 25.0 5.3 .0 BORDNER RESEARCH, INC TABLE 33 Q.15A IF NOT USE CGS, DURING PAST TWO YEARS USE MAINTENANCE OR REPAIR SERYICES OF ANOTHER COMPANY BASE YES NO I � V l0 1 1997 CGS COMMERCIAL CUSTOMER SURVEY TOTAL LENGTH (YRS) CITY LIMITS SI2E TYPE -------------------- ------------- -------------------- --------------------------- 1-3 4-10 11 + YES NO SMALL MEDIUM LARGE REST LNDRY HOTEL HEALTH ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ 40 9 17 14 24 16 20 15 5 18 6 12 4 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 19 1 7 11 15 4 7 9 3 9 2 7 1 47.5 11.1 41.2 78.6 62.5 25.0 35.0 60.0 60.0 50.0 33.3 58.3 25.0 21 8 10 3 9 12 13 6 2 9 4 5 3 52.5 88.9 58.8 21.4 37.5 75.0 65.0 40.0 40.0 50.0 66.7 41.7 75.0 n BORDNER RESEARCH, INC TABLE 34 Q.158 NAME OF OTHER COMPANY USED ---------------------------------- ---------------------------------- BASE MAIN COMMERCAIL APPLIANCE REPAIR SHORES COMMERCIAL REFRIG & HEATING 1 WEST COAST PLUMBING � � 0 I BK GAS M & R SERVICE REB AIR CONDITIONING & REPAIR TIP TOP POOL LARRYS PLUMBING MCGILL PLUMBING REFUSED/DON'T KNOW 1997 CGS COMMERCIAL CUSTOMER SURVEY TOTAL LENGTH (YRS) CITY LIMITS SIZE TYPE -------------------- --------°-__ _-----_-____--____-- -____-___________-___----__ 1-3 4-10 11 + YES NO SMALL MEDIUM LARGE REST LNDRY HOTEL HEALTH -- ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ 19 1 7 11 15 4 7 9 3 9 2 7 1 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 1 0 0 1 0 1 0 0 1 0 0 0 1 5.3 .0 .0 9.1 .0 25.0 .0 .0 33.3 .0 .0 .0 100.0 1 0 1 0 0 1 1 0 0 1 0 0 0 5.3 .0 14.3 .0 .0 25.0 14.3 .0 .0 11.1 .0 .0 .0 1 0 0 1 0 1 0 1 0 1 0 0 0 5.3 .0 .0 9.1 .0 25.0 .0 11.1 .0 11.1 .0 .0 .0 2 0 0 2 2 0 0 1 1 1 0 1 0 10.5 .0 .0 18.2 13.3 .0 .0 11.1 33.3 11.1 .0 14.3 .0 1 0 0 1 1 0 1 0 0 1 0 0 0 5.3 .0 .0 9.1 6.7 .0 14.3 .0 .0 91.1 .0 .0 .0 1 0 1 0 1 0 0 0 1 1 0 0 0 5.3 .0 14.3 .0 6.7 .0 .0 .0 33.3 11.1 .0 .0 .0 1 0 1 0 1 0 1 0 0 0 0 1 0 5.3 .0 14.3 .0 6.7 .0 14.3 .0 .0 .0 .0 14.3 .0 1 1 0 0 1 0 0 1 0 0 0 1 0 5.3 100.0 .0 .0 6.7 .0 .0 11.1 .0 .0 .0 14.3 .0 1 0 1 0 1 0 1 0 0 0 0 1 0 5.3 .0 14.3 .0 6.7 .0 14.3 .0 .0 .0 .0 94.3 .0 9 0 3 6 8 1 3 6 0 4 2 3 0 47.4 .0 42.9 54.5 53.3 25.0 42.9 66.7 .0 44.4 100.0 42.9 .0 0 Other ProQrams And Issues - A slight majority (53.9�) thought CGS should offer service contracts for routine maintenance service and gas appliance repair. - Among those who thought service contracts should be offered, slightly over two-thirds (68.8�) thought their equipment should not be serviced over two times per year under the contract, with forty percent (39.6�) thinking once per year would be enough. - A substantial majority (87.5�) of those thinking a contract should be offered were unable to indicate what they thought a reasonable price for the contract should be. - Two-thirds (66.7�) of those believing service contracts should be offered said they would be at least somewhat likely to purchase one, with 14.6 percent stating they would be very likely to do so. - Six in ten customers (60.6�) expressed at least some interest in attending a CGS sponsored seminar on commercial gas appliances, with thirty percent (30.3�) stating they would be very interested in attending. Small businesses expressed less interest in attending such a seminar than medium and large businesses. - Among those not interested in the seminar, lack of need (48.6�) and lack of time (40.0�) were the basic reasons offered for non-interest. - Only two-thirds (66.3$) of commercial customers believed that all their employees who use and maintain their gas equipment are adequately trained regarding gas safety. - Approximately three-fourths (76.4�) thought that CGS should offer training to their employees regarding gas safety. Small businesses were less likely than medium and large sized businesses to hold this opinion. - Eight in ten respondents (79.8�) thought their employees were aware that CGS has a 24-hour emergency dispatch number. An additional fifteen percent (14.6�) thought their employees were not aware. - Surprisingly only slightly over sixty percent (62.9$) said they post the emergency number in a visible location. Small businesses and laundries were the least likely groups to post the emergency number in a visible location. - 181 - � � � �� ' :� � _ _ _ 1997 CGS COMMERCIAL CUSTOMER SURVEY BORDNER RESEARCH, INC TABLE 35 Q.18 SHOULD CGS OFFER SERVICE CONTRACTS FOR ROUTINE MAINTENANCE SERVICE AND GAS APPLIANCE REPAIR TOTAL LENGTH (YRS) CITY LIMITS SIZE TYPE -------------------- ------------- -------------------- --------------------------- 1-3 4-10 11 + YES NO SMALL MEDIUM LARGE REST LNDRY HOTEL HEALTH -------------------------------- - - ------ ------ ------ BASE 89 19 36 34 52 37 45 32 12 38 10 31 10 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 YES 48 8 14 26 31 17 23 18 7 17 4 20 7 53.9 42.1 38.9 76.5 59_6 45.9 51.1 56.3 58.3 44.7 40.0 64.5 70.0 NO 40 11 21 8 21 19 22 14 4 21 6 11 2 44.9 57.9 58.3 23.5 40.4 51.4 48.9 43.8 33.3 55.3 60.0 35.5 20.0 � 1 0 1 0 0 1 0 0 1 0 0 0 1 DON'T KNOW o~0 1.1 .0 2.8 .0 .0 2.7 .0 .0 8.3 .0 .0 .0 10.0 N I 1997 CGS COMMERCIAL CUSTOMER SURVEY BORDNER RESEARCH, INC TABLE 36 Q.19 IF SERVICE CONTRACT OfFERED, HOW MANY TIMES PER YEAR THINK YOUR EQUIPMENT SHOULD BE SERVICED UNDER CONTRACT TOTAL LENGTH (YRS) CITY LIMITS SI2E TYPE -------------------- ------------- -------------------- --------------------------- 1-3 4-10 11 + YES NO SMALL MEDIUM LARGE REST LNDRY HOTEL HEALTH ------------------------------------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ BASE 48 8 14 26 31 17 23 18 7 17 4 20 7 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 1 19 4 8 7 13 6 12 6 � 1 7 1 10 1 39.6 50.0 57.1 26.9 41.9 35.3 52.2 33.3 14.3 41.2 25.0 50.0 14.3 2 14 3 1 10 8 6 7 6 1 4 2 6 2 29.2 37.5 7.1 38.5 25.8 35.3 30.4 33.3 14.3 23.5 50.0 30.0 28.6 � � 3 1 0 0 1 0 1 0 1 0 0 0 0 1 � w 2.1 .0 .0 3.8 .0 5.9 .0 5.6 .0 .0 .0 .0 14.3 � 4 4 0 1 3 2 2 0 1 3 1 0 0 3 8.3 .0 7.1 11.5 6.5 11.8 .0 5.6 42.9 5.9 .0 .0 42.9 12 4 0 1 3 3 1 0 3 1 3 0 1 0 8.3 .0 7.1 11.5 9.7 5.9 .0 96.7 14.3 17.6 .0 5.0 .0 DON' T KNOW 6 1 3 2 5 1 4 1 1 2 1 3 0 12.5 12.5 21.4 7.7 16.1 5.9 17.4 5.6 14.3 11.8 25.0 15.0 .0 1997 CGS COMMERCIAL CUSTOMER SURVEY BORDNER RESEARCH, INC TABLE 37 Q.20 WHAT BE REASONABLE ANNUAL PRICE FOR SERVICE CONTRACT TOTAL LENGTH (YRS) CITY LIMITS SIZE TYPE -------------------- ------------- -------------------- --------------------------- 1-3 4-10 11 + YES NO SMALL MEOIUM LARGE REST LNDRY HOTEL HEALTH ------------------------------------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ BASE 48 8 14 26 31 17 23 18 7 17 4 20 7 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 30 1 0 0 1 0 1 0 0 1 0 0 0 1 2.1 .0 .0 3.8 .0 5.9 .0 .0 14.3 .0 .0 .0 14.3 �pp 2 0 1 1 1 1 0 2 0 0 0 2 0 4.2 .0 7.1 3.8 3.2 5.9 .0 11.1 .0 .0 .0 10.0 .0 � 150 1 0 0 1 0 1 0 1 0 1 0 0 0 �, 2.1 .0 .0 3.8 .0 5.9 .0 5.6 .0 5.9 .0 .0 .0 00 � � 500 1 0 0 1 1 0 0 1 0 0 0 1 0 2.1 .0 .0 3.8 3.2 .0 .0 5.6 .0 .0 .0 5.0 .0 600 1 0 0 1 1 0 0 1 0 1 0 0 0 2.1 .0 .0 3.8 3.2 .0 .0 5.6 .0 5.9 .0 .0 .0 DON'T KNOW 42 8 13 21 28 14 23 13 6 15 4 17 6 87.5 100.0 92.9 80.8 90.3 82.4 100.0 72.2 '85.7 88.2 100.0 85.0 85.7 BORDNER RESEARCH, INC TABLE 38 Q.21 BASED UPON FREQUENCY OF SERYICE AND PRICE YOU JUST DEFINED, HOW LIKELY BE TO PURCHASE SERVICE CONTRACT -----------------• BASE VERY LIKELY SOMEWHAT LIKEIY I ,� SOMEWHAT UNLIKELY � �n I VERY UNLIKELY DON'T KNOW 1997 CGS COMMERCIAL CUSTOMER SURVEY TOTAL LENGTH (YRS) CITY LIMITS SI2E �PE -------------------- ------------- -------------------- --------------------------- 1-3 4-10 11 + YES NO SMALL MEDIUM LARGE REST LNDRY HOTEL HEALTH ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ 48 8 14 26 31 17 23 18 7 17 4 20 7 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 7 3 0 4 3 4 2 3 2 3 0 2 2 14.6 37.5 .0 15.4 9.7 23.5 8.7 16.7 28.6 17.6 .0 10.0 28.6 25 2 9 14 17 8 10 11 4 10 2 9 4 52.1 25.0 64.3 53.8 54.8 47.1 43.5 61.1 57.1 58.8 50.0 45.0 57.1 3 1 0 2 3 0 1 2 0 0 0 3 0 6.3 12.5 .0 7.7 9.7 .0 4.3 11.1 .0 .0 .0 15.0 .0 12 2 4 6 8 4 9 2 1 4 2 6 0 25.0 25.0 28.6 23.1 25.8 23.5 39.1 11.1 14.3 23.5 50.0 30.0 .0 1 0 1 0 0 1 1 0 0 0 0 0 1 2.1 .0 7.1 .0 .0 5.9 4.3 .0 .0 .0 .0 .0 14.3 1997 CGS COMMERCIAL CUSTOMER SURVEY BORDNER RESEARCH, INC TABLE 39 4.22A IF CGS SPONSORED SEMINAR ON COMMERCIAL GAS APPLIANCES, HOY INTERESTED IN ATTENDING TOTAL LENGTH (YRS) CITY LIMITS SIZE TYPE -------------------- ------------- -------------------- --------------------------- 1-3 4-10 11 + YES NO SMALL MEDIUM LARGE REST LNDRY HOTEL HEALTH ------------------------------------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ BASE 89 19 36 34 52 37 45 32 12 38 10 31 10 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 VERY INTERESTED 27 5 8 14 13 14 10 12 5 9 3 9 6 30.3 26.3 22.2 41.2 25.0 37.8 22.2 37.5 41.7 23.7 30.0 29.0 60.0 SOMEWHAT INTERESTED 27 8 8 11 18 9 14 10 3 17 2 8 0 30.3 42.1 22.2 32.4 34.6 24.3 31.1 31.3 25.0 44.7 20.0 25.8 .0 I ,� NOT INTERESTED 35 6 20 9 21 14 21 10 4 12 5 14 4 °0 39.3 31.6 55.6 26.5 40.4 37.8 46.7 31.3 33.3 31.6 50.0 45.2 40.0 rn � BORDNER RESEARCH, INC TABLE 40* Q.22B IF NOT INTERESTED IN SEMINAR, WHY NOT BASE NO NEED/SUfFICIENT KNOWLEDGE CONVERTING TO ELECTRICITY I GOING OUT OF BUSINESS � w � 1 NO TIME/T00 BUSY DISLIKE GAS FOR MOST THINGS 1997 CGS COMMERCIAL CUSTOMER SURVEY TOTAL LENGTH (YRS) CITY LIMITS SIZE nPE -------------------- ------------- -------------------- --------------------------- 1-3 4-10 11 + YES NO SMALL MEDIUM LARGE REST LNDRY HOTEL HEALTH ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ 35 6 20 9 21 14 21 10 4 12 5 14 4 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 17 1 13 3 12 5 9 5 3 3 4 7 3 48.6 16.7 65.0 33.3 57.1 35.T 42.9 50.0 75.0 25.0 80.0 50.0 75.0 2 1 0 1 2 0 2 0 0 0 1 1 0 5.7 96.7 .0 11.1 9.5 .0 9.5 .0 .0 .0 20.0 7.1 .0 2 0 0 2 2 0 2 0 0 0 1 1 0 5.7 .0 .0 22.2 9.5 .0 9.5 .0 .0 .0 20.0 7.1 .0 14 3 8 3 6 8 8 5 1 9 0 4 1 40.0 50.0 40.0 33.3 28.6 57.1 38.1 50.0 25.0 75.0 .0 28.6 25.0 3 1 1 1 2 1 2 1 0 0 0 3 0 8.6 16.7 5.0 11.1 9.5 7.1 9.5 10.0 .0 .0 .0 21.4 .0 1997 CGS COMMERCIAL CUSTOMER SURVEY BORDNER RESEARCH, INC TABLE 41 Q.23 ARE EMPLOYEES WHO USE AND MAINTAIN YOUR GAS EQUIPMENT ADEQUATEIY TRAINED IN GAS SAFETY TOTAL LENGTH (YRS) CITY LIMITS SIZE TYPE -------------------- ------------- -------------------- --------------------------- 1-3 4-10 11 + YES NO SMALL MEDIUM LARGE REST LNDRY HOTEL HEALTH ------------------------------------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ BASE 89 19 36 34 52 37 45 32 12 38 10 31 10 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 YES NO 59 14 27 18 35 24 35 16 8 26 7 21 5 66.3 73_7 75.0 52.9 67.3 64.9 77.8 50.0 66.7 68.4 70.0 67.7 50.0 17 1 4 12 9 8 6 9 2 5 2 7 3 19.9 5.3 11.1 35.3 17.3 21.6 13.3 28.1 16.7 13.2 20.0 22.6 30.0 � ,� SOME YES & SOME NO 13 4 5 4 8 5 4 7 2 7 1 3 2 °D 14.6 21.1 13.9 11.8 15.4 13.5 8.9 21.9 16.T 18.4 10.0 9.7 20.0 w I 1997 CGS COMMERCIAL CUSTOMER SURVEY BORDNER RESEARCH, INC TABLE 42 A.24 SHOULO CGS OFfER GAS SAFETY TRAINING TO YOUR EMPLOYEES TOTAL LENGTH (YRS) CITY LIMITS SIZE TYPE -------------------- ------------- -------------------- --------------------------- 1-3 4-10 11 + YES NO SMALL MEDIUM LARGE REST LNDRY HOTEL HEALTH ------------------------------------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ BASE 89 19 36 34 52 37 45 32 12 38 10 31 10 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 900.0 100.0 100.0 100.0 100.0 YES 68 15 23 30 38 30 29 28 11 30 5 24 9 76.4 78.9 63.9 88.2 73.1 81.1 64.4 87.5 91.7 78.9 50.0 77.4 90.0 NO 20 4 12 4 14 6 15 4 1 7 5 7 1 22.5 21.1 33.3 11.8 26.9 16.2 33.3 12.5 8.3 18.4 50.0 22.6 10.0 I DON'T KNOW 1 0 1 0 0 1 1 0 0 1 0 0 0 ,� 1.1 .0 2.8 .0 .0 2.7 2.2 .0 .0 2.6 .0 .0 .0 � � I 1997 CGS COMMERCIAL CUSTOMER SURVEY BORDNER RESEARCH, INC TABLE 43 �.25 ARE YOUR EMPLOYEES AWARE CGS HAS A 24-HOUR EMERGENCY DISPATCH NUMBER u TOTAL LENGTH (YRS) CITY LIMITS SI2E TYPE -------------------- ------------- -------------------- --------------------------- 1-3 4-10 11 + YES NO SMALL MEDIUM LARGE REST LNDRY HOTEL HEALTH ------------------------------------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ BASE 89 19 36 34 52 37 45 32 12 38 10 31 10 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 YES 71 14 30 27 44 27 35 27 9 28 5 30 8 79.8 73.7 83.3 79.4 84.6 T3.0 77.8 84.4 75.0 73.7 50.0 96.8 80.0 NO 13 2 6 5 6 7 6 5 2 7 3 1 2 14.6 10.5 16.7 14.7 11.5 18.9 13.3 15.6 16.7 18.4 30.0 3.2 20.0 1 t-- DON' T KNW�I 5 3 0 2 2 3 4 0 1 3 2 0 0 �D 5.6 15.8 .0 5.9 3.8 8.1 8.9 .0 8.3 7.9 20.0 .0 .0 0 i 1997 CGS COMMERCIAL CUSTOMER SURVEY BORDNER RESEARCH, INC TABLE 44 Q.26 POST EMERGENCY NUMBER IN A VISIBLE LOCATION ----------------------------------------------------------------------------------------------------------- TOTAL LENGTH (YRS) CITY LIMITS SIZE TYPE -------------------- ------------- -------------------- --------------------------- 1-3 4-10 11 + YES NO SMALL MEDIUM LARGE REST LNDRY HOTEL HEALTH ------------------------------------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ BASE 89 19 36 34 52 37 45 32 12 38 10 31 10 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 YES NO 1 r-• �O t-+ I 56 12 25 19 33 23 23 24 9 23 4 21 8 62.9 63.2 69.4 55.9 63.5 62.2 51.1 75.0 75.0 60.5 40.0 67.7 80.0 33 7 11 15 19 14 22 8 3 15 6 10 2 37.1 36.8 30.6 44.1 36.5 37.8 48.9 25.0 25.0 39.5 60.0 32.3 20.0 Overall Satisfaction - When asked what they would change about the way CGS operates or does business, approximately one-third (34.8$) of the commercial customers said they would not change anything because "everything is fine the way it is" and they are satisfied. An additional one-third (33.7�) could not think of anything they would change off the top of their head. - Among the 28 respondents who did suggest a change, specific recommendations were as follows: � More customer service oriented 28.6 More friendly, helpful reps 28.6 More knowledgeable reps 17.9 More contact with business 17.9 Faster repair response 14.3 Better follow up/return calls 10.7 Better explanation of charges 10.7 Sell commercial equipment 7.1 - A substantial majority (87.6$) said they do not currently have any needs or wants regarding gas usage that are not being filled by CGS. - Among the 11 cases with unmet needs, major needs identified were work with businesses to lower costs (34.4$), more customer oriented representatives (27.3�), faster appliance service (27.3�) and better communication with businesses (18.2$). - 192 - � r � �� ' '. ► 1 BORDNER RESEARCH, INC TABLE 45* Q.17 OTHER THAN LOYERING PRICES, WHAT CHANGE ABOUT THE WAY CGS OPERATES OR DOES BUSINESS I � � w 1 BASE EXPLANATION OF CHARGES MORE CUSTOMER SERVICE ORIENTED MORE fRIENDLY, HELPfUL REPS FASTER REPAIR RESPONSE(PRIORITIES) MORE KNOWLED6EABLE/QUALIFIED REPS MORE CONTACT WITH BUSINESS BETTER FOLLOW-UP/RETURN CALLS SELL COMMERCIAL E�UIPMENT NOTHING, EVERYTHII�'i FINE DON'T KNOW 1997 CGS COMMERCIAL CUSTOMER SURVEY TOTAL LENGTH (YRS) CITY LIMITS SIZE nPE -------------------- ------------- -------------------- --------------------------- 1-3 4-10 11 + YES NO SMALL MEDIUM LARGE REST LNDRY HOTEL HEALTH ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ 89 19 36 34 52 37 45 32 12 38 10 31 10 100.0 100.0 100.0 100.0 100.0 100.0 900.0 100.0 100.0 100.0 100.0 100.0 100.0 3 1 2 0 3 0 2 1 0 2 0 1 0 3.4 5.3 5.6 .0 5.8 .0 4.4 3.1 .0 5.3 .0 3.2 .0 8 3 2 3 3 5 5 2 1 3 0 5 0 9.0 15.8 5.6 8.8 5.8 13.5 11.1 6.3 8.3 7.9 .0 16.1 .0 8 4 2 2 2 6 3 3 2 4 0 2 2 9.0 21.1 5.6 5.9 3.8 16.2 6.7 9.4 16.7 10.5 .0 6.5 20.0 4 1 0 3 3 1 1 3 0 2 0 1 1 4.5 5.3 .0 8.8 5.8 2.7 2.2 9.4 .0 5.3 .0 3.2 10.0 5 0 4 1 1 4 2 3 0 3 2 0 0 5.6 .0 11.1 2.9 1.9 10.8 4.4 9.4 .0 7.9 20.0 .0 .0 5 1 2 2 4 1 5 0 0 2 1 2 0 5.6 5.3 5.6 5.9 7.7 2.7 11.1 .0 .0 5.3 10.0 6.5 .0 3 2 0 1 2 1 1 2 0 1 1 1 0 3.4 10.5 .0 2.9 3.8 2.7 2.2 6.3 .0 2.6 10.0 3.2 .0 2 0 1 1 1 1 1 1 0 1 0 1 0 2.2 .0 2.8 2.9 1.9 2.7 2.2 3.1 .0 2.6 .0 3.2 .0 31 5 17 9 16 15 13 14 4 16 2 10 3 34.8 26.3 47.2 26.5 30.8 40.5 28.9 43.8 33.3 42.1 20.0 32.3 30.0 30 5 11 14 20 10 1T 8 5 10 5 11 4 33.7 26.3 30.6 41.2 38.5 27.0 37.8 25.0 41.7 26.3 50.0 35.5 40.0 1997 CGS COMMERCIAL CUSTOMER SURVEY BORDNER RESEARCH, INC TABLE 46 a.27 CURRENTLY HAVE ANY NEEDS OR WANTS REGARDING GAS USAGE, THAT ARE NOT BEING MET BY CGS TOTAL LENGTH (YRS) CITY LIMITS SIZE TYPE -------------------- ------------- -------------------- --------------------------- 1-3 4-10 11 + YES NO SMALL MEDIUM LARGE REST LNDRY HOTEL HEALTH ------------------------------------ ------ ------ ------ ------ ------ ------ ------ ------ ------ --- BASE 89 19 36 34 52 37 45 32 12 38 10 31 10 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 900.0 100.0 100.0 100.0 YES NO I � � � 1 11 3 3 S 6 5 7 3 1 3 2 4 2 12.4 15.8 8.3 14.7 11.5 13.5 15.6 9.4 8.3 7.9 20.0 12.9 20.0 78 16 33 29 46 32 38 29 11 35 8 27 8 87.6 84.2 91.7 85.3 88.5 86.5 84.4 90.6 91.7 92.1 80.0 87.1 80.0 BORDNER RESEARCH, INC TABLE 47* 6.28 IF UNMET NEEDS, WHAT ARE TNEY I � � � I BASE FASTER E�UIPMENT DELIVERY MORE CUSTOMER ORIENTED REPS ANSWER EMERGENCY NUMBER FASTER APPLIANCE SERVICE WORK WITH US TO LOWER COST BETTER COMMUNICATION WITH BUSINESS EXPAND SERYICE AREA 1997 CGS COMMERCIAL CUSTOMER SURVEY TOTAL LENGTH (YRS) CITY LIMITS SI2E TYPE -------------------- ------------- -------------------- --------------------------- 1-3 4-10 11 + YES NO SMALL MEDIUM LARGE REST LNDRY HOTEL HEALTH ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ 11 3 3 5 6 5 7 3 1 3 2 4 2 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 1 1 0 0 1 0 1 0 0 0 0 1 0 9.1 33.3 .0 .0 16.7 .0 14.3 .0 .0 .0 .0 25.0 .0 3 2 0 1 2 1 2 1 0 0 0 3 0 27.3 66.7 .0 20.0 33.3 20.0 28.6 33.3 .0 .0 .0 75.0 .0 1 0 0 1 0 1 0 1 0 0 0 0 1 9.1 .0 .0 20.0 .0 20.0 .0 33.3 .0 .0 .0 .0 50.0 3 0 1 2 1 2 1 1 1 0 0 1 2 27.3 .0 33.3 40.0 16.7 40.0 14.3 33.3 100.0 .0 .0 25.0 100.0 4 0 3 1 2 2 3 1 0 3 1 0 0 36.4 .0 100.0 20.0 33.3 40.0 42.9 33.3 .0 100.0 50.0 .0 .0 2 0 0 2 1 1 2 0 0 0 1 1 0 18.2 .0 .0 40.0 16.7 20.0 28.6 .0 .0 .0 50.0 25.0 .0 1 1 0 0 1 0 1 0 0 1 0 0 0 9.1 33.3 .0 .0 16.7 .0 14.3 .0 .0 33.3 .0 .0 .0 Respondent Profile - All businesses surveyed used natural gas. - While only one-fourth (25.8�) of the respondents are currently using gas in their home, a substantial majority (80.9�) have used gas in a previous residence. - Approximately two-thirds (65.2�) of those surveyed were the business owner. An additional nineteen percent (19.1�) were a manager/general manager of the business. - Median years as a CGS customer was 9.0. Business Location Within Clearwater city limits Outside Clearwater city limits Largo Dunedin Tarpon Springs Palm Harbor Other Type Business Restaurant Hotel/Motel Hospital/Nursing Home Laundry/Cleaner Business Size Small 50.6� Medium 35.9 Large 13.5 42.8� 34.8 11.2 11.2 - 196 - �� ' -. ♦ 58.4� 41.6 19.1 11.2 4.5 3.4 3.4 BORDNER RESEARCH, INC TABLE 48 Q.33 CURRENTLY USING GAS IN YOUR HOME I r � v I 1997 CGS COMMERCIAL CUSTOMER SURVEY TOTAI IENGTH (YRS) CITY LIMITS SIZE �PE -------------------- ------------- -------------------- --------------------------- 1-3 4-10 11 + YES NO SMALL MEDIUM LARGE REST LNDRY HOTEL HEALTH ------------------------------------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ BASE 89 19 36 34 52 37 45 32 12 38 10 31 10 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 YES 23 1 12 10 14 9 14 8 1 9 3 9 2 25.8 5.3 33.3 29.4 26.9 24.3 31.1 25.0 8.3 23.7 30.0 29.0 20.0 NO 66 18 24 24 38 28 31 24 11 29 7 22 8 74.2 94.7 66.7 70.6 73.1 75.7 68.9 75.0 91.7 76.3 70.0 71.0 80.0 1997 CGS COMMERCIAL CUSTOMER SURVEY BORDNER RESEARCH, INC TABLE 49 Q.34 USED GAS IN PREVIOUS RESIDENCE TOTAL LENGTH (YRS) CITY LIMITS SIZE TYPE -------------------- ------------- -------------------- --------------------------- 1-3 4-10 11 + YES NO SMALL MEDIUM LARGE REST LNDRY HOTEL HEALTH ------------------------------------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ BASE 89 19 36 34 52 37 45 32 12 38 10 31 10 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 YES 72 17 28 27 42 30 39 25 8 31 8 25 8 80.9 89.5 77.8 79.4 80.8 81.1 86.7 78.1 66.7 81.6 80.0 80.6 80.0 NO 17 2 8 7 10 7 6 7 4 7 2 6 2 19.1 10.5 22.2 20.6 19.2 18.9 13.3 21.9 33.3 18.4 20.0 19.4 20.0 1 r �O � I BORDNER RESEARCH, INC TABLE 50 4.35 JOB TITLE BASE OWNER MANAGER/GENERAL MANAGER � DIRECTOR MAINTENANCE SERVICES r � �O I FACILITIES DIRECTOR DIRECTOR OF OPERATIONS PLANT FOREMAN ADMINISTRATOR ENGINEER 1997 CGS COMMERCIAL CUSTOMER SURVEY TOTAL LENGTH (YRS) CITY LIMITS SI2E TYPE -------------------- ------------- -------------------- --------------------------- 1-3 4-10 11 + YES NO SMALL MEDIUM LARGE REST LNDRY HOTEL HEALTH ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ ------ 89 19 36 34 52 37 45 32 12 38 10 31 10 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 58 13 26 19 34 24 37 20 1 30 6 21 1 65.2 68.4 72.2 55.9 65.4 64.9 82.2 62.5 8.3 78.9 60.0 67.7 10.0 17 5 6 6 11 6 6 9 2 7 3 7 0 19.1 26.3 16.7 17.6 21.2 16.2 13.3 28.1 16.7 98.4 30.0 22.6 .0 5 0 1 4 2 3 1 2 2 0 1 1 3 5.6 .0 2.8 11.8 3.8 8.1 2.2 6.3 16.7 .0 10.0 3.2 30.0 2 0 1 1 0 2 0 0 2 0 0 0 2 2.2 .0 2.8 2.9 .0 5.4 .0 .0 16.7 .0 .0 .0 20.0 3 1 1 1 3 0 0 1 2 1 0 0 2 3.4 5.3 2.8 2.9 5.8 .0 .0 3.1 16.7 2.6 .0 .0 20.0 1 0 0 1 0 1 0 0 1 0 0 0 1 1.1 .0 .0 2.9 .0 2.7 .0 .0 8.3 .0 .0 .0 10.0 1 0 1 0 0 1 1 0 0 0 0 0 1 1.1 .0 2.8 .0 .0 2.7 2.2 .0 .0 .0 .0 .0 10.0 2 0 0 2 2 0 0 0 2 0 0 2 0 2.2 .0 .0 5.9 3.8 .0 .0 .0 16.7 .0 .0 6.5 .0 0 CONCLUSION Clearwater Gas System customers like gas and prefer it over other fuel sources for many applications. Most would recommend gas to a friend. Many would install gas in a new home they purchased if it was not already in the home but was available in the area. In addition, many customers are multiple gas appliance users and most express high levels of satisfaction with the gas appliances they are using. While many would consider replacing a broken electric appliance with gas, far fewer would consider replacing a broken gas appliance with an electric one. Customers perceive the primary benefits of gas to be operational cost savings and performance (that is, faster/hotter heat and more control in cooking). The primary barriers to gas use identified in the research are safety concerns, costs of conversion (both appliance and installation costs), lack of pre- vious experience with gas and lack of awareness of gas avail- ability. Overall, the Clearwater Gas System does not have a negative image among customers. Most customers express positive satisfaction with the various CGS service areas with which they have had contact. Approximately two-thirds of both commercial and resi- dential customers did not suggest any changes in the way CGS operates or does business. Most did not express any unmet needs regarding gas usage that CGS is not currently filling. Despite the overall positive perceptions customers have of gas and the Clearwater Gas System, the research suggests some specific things that CGS needs to do in order to enhance customer retention and increase its customer base. To meet this objective Bordner Research makes the following recommendations. 1. Develop and implement a plan to increase awareness of the full range of CGS product and service offerings. - Recognize that customer base ances, have a services, and vices. significant percentages of your are not aware that you sell appli- showroom, offer service and repair provide inside installation ser- - Keep in mind that almost two-thirds of residential customers are unaware of your Energy Conservation Allowance Program. Nine in ten restaurant cus- tomers are unaware of your Commercial Restaurant Program. - 200 - � =°� � � � ' '. � I �� 3. 4. Use direct mail and/or flyer inserts in utility bills to reach customers. Maximize the effective distribution of your new brochures. Develop and implement a plan to aggressively inform residents that gas is available in their area. Recognize that a prerequisite to gas usage is awareness that gas is available in an area. Target market non-customers in established available areas. - Target market potential customers in new areas both prior to and during the time the main lines are being put in. - In short, take a proactive approach to informing people where lines are now, where they are going and when, and what services CGS offers. Establish procedures and programs which will encourage gas usage. - Offer incentives for conversion to gas directed at reducing initial customer costs for appliances and installation. - Publicize all incentive programs. - Review the feasibility of the "two appliance rule" and reconsider giving customers the ability to hook up major appliances one at a time. If you decide to retain the "two appliance rule", be more proactive in helping customers identify their second appliance alternatives. - Consider offering financing or credit programs which will permit customers to spread out over time their initial costs for appliances and installation. Make a stronger commitment to appliance sales. - Capitalize on consumer preferences for one-stop shopping. - 201 - j 'l=� � �■'fl - -. . � - Review appliance pricing to insure that it is com- petitive. - Offer a fuller array of products, using catalogues to mitigate limited display space. - Extend showroom hours. - Implement procedures to insure that no person walks into the showroom without being approached by a CGS representative. - Increase awareness of showroom location. 5. Continue to instill in all employees a customer service orientation. - Recognize that many problems arise not so much from what employees do, but rather from how they do it, that is, how they relate to customers. - Clearly define and set customer service expecta- tions for employees with regard to courtesy, help- fulness and promptness of response. - Make sure that knowledgeable, customer service oriented employees are in all key contact positions, especially sales and Utility Customer Service. 6. On a broader scale review all operational procedures and practices in relation to customer convenience. - Change practices, where possible, that are likely to be perceived as inconvenient. - Pay particular attention to issues related to automated telephones, utility bill payment, hours of operation and prioritization of service and repair response times. 7. Develop and implement mechanisms which permit open, continuous and direct communication between CGS and its customers. - Implement a periodic customer newsletter that addresses a variety of gas related issues (partic- ularly safety), advances in technology, helpful maintenance hints, service offerings and service - 202 - � �� ' '1. � 1 availability. - Visit or call high volume business customers in a systematic fashion to see how they are doing and how they can be better served by CGS. - Continue funding periodic research programs. - 203 - � �a � � � - -. � I