15 AGL Energy Limited 2012 Annual Report Vision Target FY2012 Performance FY2012 Target FY2013 Customer experience Top ranking  energy  company for  customer  satisfaction. Customer  satisfaction score 1 : > major  competitors Customer  satisfaction score: AGL 2  = 6.68 To have a  higher annual  mean customer  satisfaction  score than our  competitors. Customers in hardship Recognised  industry  leader in  customer  hardship  policy. Average energy  debt of Staying  Connected  customers: 5%  decrease Average energy  debt of Staying  Connected  customers: 7.6%  increase 5% reduction in  the ratio of average  energy debt of  Staying Connected  Customers to  average NEM  household  electricity bill. Customers in hardship Customer experience In FY2012 we undertook a comprehensive  review of our Customer Service Centre  processes and operations. Improvements  made during the year to the way we operate  our call centres has resulted in much faster  customer call response times and higher  quality customer service. AGL measures customer satisfaction each  quarter to gauge whether we are servicing  customers to the standard we have  committed to in our Customer Charter, and  whether initiatives to improve customer  service have been successful. During FY2012, AGL’s customer satisfaction  score averaged 6.68 (up from 6.65 in  FY2011), with a score of 6.88 in the fourth  quarter of FY2012 (up from 6.67 in the  corresponding quarter of FY2011). This is  higher than both our major competitors. The customer satisfaction score results  reflect responses to the question of how  satisfied customers are with the service  provided by their energy supplier on a scale  of 0 to 10 (where 0 is not satisfied, 5 is  neutral and 10 is extremely satisfied). At the end of the financial year 8,213  customers were on the Staying Connected  program, a decrease of 5% compared to the  preceding year. The average level of energy  debt among those Staying Connected  participants was $1,784, up 7.6% from  $1,658 in FY2011. We were unable to meet  our target of a 5% reduction of the average  debt but will continue to investigate avenues  to assist our customers in managing their  energy needs. AGL’s national hardship program, Staying  Connected, is designed to support  residential customers who are experiencing  temporary or long-term financial hardship. AGL aims to be responsive to our  customers, especially those who may be  experiencing (or be at risk of experiencing)  financial hardship. Working closely with our  community partners, we have continued  to focus on energy efficiency advice  and audits, as well as flexible payment  arrangements, to assist vulnerable  customers to manage their energy needs. Energy prices have been increasing in recent  years. This trend is set to continue, largely  due to upgrades to existing infrastructure  required to meet increasing energy  demand at peak times.  1 As determined by a quarterly survey prepared by an independent third party provider. 2 Powerdirect and ActewAGL are not included under the AGL brand for the customer satisfaction score.