MEC Presentation – The Importance of Customer

Feedback

John Marshall, Executive Vice President of Utility Operations,

KCP&L

The ‘new’ KCP&L

• We completed the acquisition of Aquila’s Missouri electric utility business in mid-July 2008.

• 805,100 customers across 47 counties in MO and KS covering 17,934 sq. miles

• 3,170 employees – including 920 new hires

Public Opinion Research

• Customer research is one way we obtain feedback from our customers.

• KCP&L uses customer research to better understand our audience base and test messages specific to geographic areas within our service territory.

• This specific survey was intended to assess customers’ views of KCP&L and Aquila as well as awareness of proposed acquisition.

Overview of Acquisition Research

• Fielded on April 1-2, 2008, in advance of MPSC hearings• Sample size (1,000 respondents)

– 500 KCP&L customers– 500 adults in the Aquila service territory

• 95% confidence interval; ± 3.1% margin of error• Research was conducted by a national research firm

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Acquisition Research Findings

• KCP&L customers are very satisfied with the reliability of their electricity service

– 98% say their service is reliable

• Customers support KCP&L’s Comprehensive Energy Plan to meet the future energy, economic, and environmental needs of the Kansas City region

– 71% feel plan is a good idea

– Strong support for wind generation

– Recognition of cleaner and more efficient generation as an important benefit of the plan

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Acquisition Research Findings

• One-third of respondents (33%) were aware of the proposed acquisition of Aquila by GPE

• Of those who were aware of the acquisition, there was strong support among both KCP&L and Aquila customers by a two-to-one margin

• Two primary messages resonated with customers:

– Acquisition will create significant operating efficiencies, resulting in $500 million in customer savings over the next 10 years

– Merger of local companies will increase the likelihood that jobs will stay in the region

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Impact of Research

• Recognized the need to increase awareness of acquisition and build on strong customer support– Launched acquisition micro-site (oneregionalutility.com) focused

on stakeholder benefits– Highlighted research findings on the site

• Revised our key messages, incorporating messages that resonated with customers

• Specific addition was the increased focus on customer benefits – Reliability– Environmental investments– $500 million in savings through operating synergies

www.oneregionalutility.com

Community Events

• Since the close of the transaction, KCP&L has hosted more than 50 community events in the new service territory.

• The events have provided an opportunity for executive leadership to meet community leaders and share the new company’s plans, vision and community strategy.

• Visits have been very well attended and have provided another vehicle for customer interaction and feedback.