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How Are We Doing?

Energy Efficiency results summarize Midwest Energy's efforts to help customers save energy. "Homes Powered by Savings" is the number of average residential customers that could be supplied with the electricity saved by conservation measures implemented to date. "Homes Heated by Savings" is the number of average residential customers whose natural gas needs could be met with natural gas or propane saved by conservation measures implemented to date. "Emissions Prevented" is the amount of carbon dioxide prevented from entering the atmosphere each year, calculated with the EPA Household Carbon Footprint Calculator. Efficiency programs include How$mart®, How$mart® Light and How$mart® GT. All values shown are based on projects completed since August, 2007.

Energy Efficiency

Homes Powered by Savings (Jan 2023): 594
Homes Heated by Savings (Jan 2023): 945
Emissions Prevented (tons of CO2/year): 10,310

The Service Order Satisfaction score for the period shown is the percentage of customers who answered "yes" to the question: "Were you satisfied with our performance on this job?" This survey is mailed by Midwest Energy to individual customers who report a non-outage service problem such as blinking lights, low voltage, gas leak, etc. Approximately 750 surveys per year are returned by customers, representing a return rate of about 40%. This question is included on the same survey as the Customer Effort Score question.

Service Order Satisfaction

2021 Calendar Year: 97.2
2020 Calendar Year: 98.5
2019 Calendar Year: 97.6

The Customer Effort Score for the period shown is the average score for the question: "How easy was it for you to have this problem resolved?" Answers are given on a 5-point scale where ‘1' means ‘very difficult' and ‘5' means ‘very easy'. This survey is mailed by Midwest Energy to individual customers who report a non-outage service problem such as blinking lights, low voltage, gas leak, etc. Approximately 750 surveys per year are returned by customers, representing a return rate of about 40%. This question is included on the same survey as the Service Order Satisfaction question.

Customer Effort Score (1 to 5)

2021 Calendar Year: 4.77
2020 Calendar Year: 4.8
2019 Calendar Year: 4.8

The Calls Abandoned Rate for the period shown is the percentage of incoming phone calls that are abandoned by callers during normal business hours before being answered. Calls abandoned in less than five seconds are not included. Midwest Energy's target is 3.5% or less.

Calls Abandoned Rate

2021 Calendar Year: 4.9%
2020 Calendar Year: 2.7%
2019 Calendar Year: 2.2%

The Call Service Level for the period shown is the percentage of incoming phone calls that are answered by a live operator in 20 seconds or less during normal business hours. Midwest Energy's target is 85% or more.

Call Service Level

2021 Calendar Year: 77.3%
2020 Calendar Year: 84.6%
2019 Calendar Year: 85.1%

Capital Credits are the margins remaining after deducting operating expenses from utility revenue. Since Midwest Energy is a cooperative owned by its customers, the margins are returned to customers on a 20-year cycle, with the oldest credits paid out first. Estates have the option of requesting credits earlier than 20 years, at a discount.

Capital Credits

Paid in 2021: $6,300,000
Total Refunds (All years): $77,500,000

Midwest Customers Care provides bill payment assistance to low income customers. The program is funded by voluntary donations from Midwest Energy customers and administered by the Salvation Army. The values shown indicate the number of customers making voluntary donations last month, total donations in the most recently completed heating season, and the number of assistance grants made during the same period. Mouse over the Community tab for more information.

Midwest Customer Care

Current Monthly Donors: 613
Customer Contributions: $31,400
Customers Assisted: 108

Automatic Bank Draft Participants for the period shown is the number of customers who paid a Midwest Energy bill via an automatic bank draft. Automatic bank drafts are the least expensive means for Midwest Energy to receive payment and help hold down rates.

Automatic Bank Draft Participants

2022 average: 19,831
2021 Average: 19,148
2020 Average: 18,918

Other Electronic Payments for the period shown is the number of accounts paid with one-time or recurring payments made via electronic channels, excluding Automatic Bank Draft. These channels include Midwest Energy's website, credit cards and debit cards. These are available by clicking the blue "My Account" box or green "Login" button on the home page and completing enrollment. Other miscellaneous electronic payments are also included in the total.

Other Electronic Payments

2022 Average: 18, 812
2021 Average: 17,447
2020 Average: 15,338

E-Billing Participants for the period shown is the number of customers who receive paperless bills. Customers can select this option by clicking the blue "My Account" box or green "Login" button on the home page and completing enrollment.

E-Billing Participants

2022 Average: 8, 090
2021 Average: 8,151
2020 Average: 8,176

Wind Energy results for the period shown indicates the percentage of Midwest Energy's electric energy needs for retail customers met with purchases from large wind energy contracts.

Wind Energy

12-month rolling average through December 2021: 28%

Average Outage Duration is the total hours of service interruption for an average customer in a year. The utility industry calls this value "System Average Interruption Duration Index (SAIDI)". Interruptions per Customer is the average number of interruptions that a typical customer would experience over the course of a year. The utility industry calls this value "System Average Interruption Frequency Index (SAIFI)". Both values are the 12-month rolling averages ending with the indicated month and include only sustained outages lasting 5 minutes or longer, which is an industry standard. Shorter blinks are not included in these numbers. Both values are also "normalized" to exclude major events that interrupt service to 10% or more customers. This provides a better indicator of planning and maintenance practices rather than the impact of acts of God.

Outages

Avg. Outage Duration (hrs): 2.99
Interruptions per Customer (12-month rolling averages through December 2022): 1.58

Outage Causes indicates the cause of sustained electric outages (5 minutes or longer) for the period shown. Proportions are based on the number of outages, not total duration of outages.

Electric Outage Causes

Last 12 Months Through December 2022 (% of outages)
Weather	Planned	Animals	Equipment	Public	Maintenance	Unknown	Other
29	21	16	11	3	5	5	10

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