Storm Warnings: New RKS Research Service MeasuresPower Companies' Performance In Emergencies.

Business Editors

NORTH SALEM, N.Y.--(BUSINESS WIRE)--May 17, 2000

Customer Perceptions of Outage Performance to Drive

National & Regional Indexes; Rapid Response Surveys Create

Customized Local Reports

Amid growing concerns about unsettled Summer

The new study will sample businesses and residential customers from all parts of the U.S. who have experienced power outages. From the analysis of this data, RKS will develop an industry-wide emergency response performance index that quantifies customer perceptions of distribution, company actions and communications in responding to emergencies. These measures will also provide a basis for companies to compare their performance to regional as well as the national norms.

Beyond the national indices, sponsors and clients will be able to set up "standby" surveys to gauge their own outage response performance. RKS offers rapid response customer polling right after major emergencies, and customized confidential reports on individual companies. The independently developed data can be used for both internal goal-setting and external reporting.

"Our long experience with energy customer surveys shows that power restoration is a critical, but fragile link between electric service providers and their customers," said David J. Reichman, president of RKS. "These new measures will help participating companies understand and close the gap between customer expectations and restoration performance in emergencies."

Participation in the RKS emergency response research program is open to electric and gas distribution companies, vertically integrated utilities, and energy marketers and service companies in the U.S. and Canada. Ordering information can be obtained from Joan Eckels at RKS at (914) 277-6900, ext. 102 or on the web at: www.rksresearch.com.

Now entering its 27th year, RKS Research & Consulting designs and conducts both syndicated and customized market research and public opinion polling for energy and natural resources clients. The firm operates from headquarters in North Salem, NY and field offices in Florida, California and Sweden.