Florida. over $100,000,000

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1 Florida How Customer Duke Energy Perceptions Customers Tracker saved over $100,000,000 Q2-13 Kelly Kuehn October 2016

2 My Home Energy Report (MyHER) Highlights 1 Terawatt hour of savings Cooling 500,000 homes for a full year Lighting over 1 million homes for a year Fully powering 70,000 homes for a year OVER $100 million dollars in savings for Duke Energy customers 2

3 MyHER Paper Report MyHER Interactive Portal My Home Energy Report helps customers better understand their energy usage. The report is designed to: 1. Inform customers about their energy use in a way that is quick and easy to understand 2. Compare customer energy use with like households in similar type homes 3. Motivate customers to change behavior and reduce their energy use with timely tips and offers MyHER Interactive helps customers further engage with their energy use by providing: 1. Ability to create and track a savings plans 2. View disaggregated use by end use 3. Access to an energy expert for personalized questions.

4 My Home Energy Report (MyHER) Customer Satisfaction Study The My HER reports are engaging and provide information in an easy to understand format. 75% of customers say they always read My HER. The primary reasons customers read My HER is to save money and electricity. Two-thirds of those who do not always read My HER state they are already doing the best that they can. Almost all say the report is laid out nicely and provides information that is useful and easy to understand. About 25% of customers have talked about My HER with family, friends or co-workers. Most find that the information in My HER is useful and the tips are actionable and affordable. 70% customers indicate high satisfaction with My HER (8,9 or 10). Over 50% of customers say that My HER has had a positive effect on their overall satisfaction with Duke Energy. 4

5 My Home Energy Report (MyHER) MyHER Paper Report Key Takeaways More than 2.5 million Duke Energy residential customers are engaging with Duke to better understanding their energy use and learn ways to save AND it s WORKING. Duke Energy Ohio impacts have increased three years in a row. Less than 1/10 th of 1% of customers ask to be removed from the program. By January 2016, customers in the MyHER program saved over 1 Terawatt hour of energy. Over 13,000 trees have been planted to offset the use of paper for MyHER reports. In 2017, reports and envelopes will be printed on 100% recycled paper. 5

6 My Home Energy Report - Interactive MyHER Interactive Key Takeaways CUSTOMERS ARE ENGAGED!!! Saving money is the predominant driver 68% want to save money 32% want to use less As of 10/6/16, there have been almost 500 customer questions asked and answered on MyHER Interactive. There have been a total of over 3500 comments. Challenge s have a 42% open rate 6

7 My Home Energy Report - Interactive Marketing Personalized URL (PURL) 7

8 Duke Energy Behavioral Program Growth High Bill Alerts: Proactively notify customers via when their forecasted electricity consumption cost for their next bill is 30% and $30 higher than their previous month s bill. Usage Alerts: Provides customers their usage information at a set point in time, triggered by their billing cycle and preferences. Sent to eligible customers with AMI meters via or text message. Pick Your Own Due Date: Offers customers the flexibility to select their payment date and have control over when they pay their monthly bill. Will be offered to Residential customers with certified AMI meter. Prepaid Billing: Provides customers greater control and awareness of their energy usage by enabling customers to prepay for their usage. No deposit is required, and customers can pay any amount they want to keep a positive account balance. My Home Energy Report (MyHER): Helps customers put their energy use in perspective. Educates customers about their energy use, compares them with similar homes in their area based on home size, age and heating source and motivates customers to change behavior and reduce their energy use. MyHER Interactive: Provides ability to create and track a savings plans, disaggregates uses by end use and gives access to an energy expert for personalized questions. Orchestrated Energy Test: Using smart thermostats, weather data, home profile data, and personal comfort preferences, a personalized strategy is developed for each individual to maximize energy and demand savings for each participant. Business Energy Reports: Inform customers about their energy,compares customer energy use with similar businesses, motivates customers to change behavior and reduce their energy use with timely tips and offers Smart Energy in Offices: Increase the energy efficiency of targeted customers by engaging building occupants, tenants, property managers and building operators with information, education, and data to drive behavior change and reduce energy consumption. 8

9 My Home Energy Report (MyHER) Challenges Receiving regulatory approvals is a lengthy process Other entities in Duke Energy don t understand the benefits of the program Impacts are only good for one year even though residual effects of the tips and information are proven Next Steps Creating program for multifamily dwellings; however, homes characteristics data is not as readily available Continue to expand enrollments in MyHER Interactive; challenge to get enrollments through paper messaging; 9

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