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Nueces Electric Co-op Engaged in Competitive Activities. Customer Choice Education & Transition Communications 4-21-05. Customer Choice Education. Goals of Customer Education Program Promote that NEC members can now choose a CR
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Nueces Electric Co-opEngaged in Competitive Activities Customer Choice Education & Transition Communications 4-21-05
Customer Choice Education • Goals of Customer Education Program • Promote that NEC members can now choose a CR • Provide consumers with available competitive retailer information (neutrally and in a non-promotional manner) as quickly as possible, to better serve the consumer. • SimplifY the NEC members’ customer choice shopping experience so they can better exercise their right to choose a supplier • Promote understanding of changes members can expect in competitive market • Key Message: Nueces Electric Co-op Members Have the Power to Choose a Competitive Retail Electric Provider
Customer Choice Education • Tools of Customer Education Program • Welcome Kit • Provider List • Website Information • In-office resources/services
Customer Choice Education • NEC direct mails Welcome Kits 30 days before customer enters competitive market • In the NEC office in Robstown, TX (709 E. Main Street) • NEC mails, or distributes in person, the current list of NEC qualified CR options upon request • NEC provides a table display for Competitive Retailers' enrollment information/kits for walk-in customers. • CRs may inspect this table and/or deliver or restock materials during normal business hours. • CR’s may mail materials to NEC and NEC will restock the table for a CR. However, the monitoring of the need to restock materials is the responsibility of the CR (e.g. CR may call NEC and inquire about stocking level, but NEC will not contact CR to report if materials are low or depleted). • Due to space limitations, NEC reserves the right to limit materials presented on this table, in a neutral and non-promotional manner • CRs should send printed display materials to the attention of CR Relations, Nueces Electric Co-op, P.O. Box 1032 or 709 E. Main Street, Robstown, TX 78380. Direct questions or concerns to NEC CR Relations. • Fax Service • if a CR provides a printed enrollment form for the NEC in-office display table, NEC will provide fax service for new members if they choose an eligible CR while in our office. This is offered for member convenience • NEC will offer to fax the member's enrollment application to a CR, then return the original form to the member. • The members will then be instructed to contact the CR once they return home to confirm receipt of the fax and to obtain further sign-up information and instructions
Customer Choice Education • Online • Fact Sheets • Eligible Provider List: NEC will provide a list of eligible provider options with sign-up phone numbers and website/e-mail information • Online CR Documentation/Links • NEC will promote and make online files available containing the Electricity Facts Label, Terms of Service Document and printable enrollment application (optional) for any CR, or we will provide hyperlinks to such information. • To participate, eligible CRs should send a compact disk with the information files to the attention of CR Relations at Nueces Electric Cooperative, P.O. Box 1032, Robstown, TX 78380 (or call 1-361-387-2581 for electronic submission instructions) • Welcome Kit • Contact NEC for more information
Customer Choice Education • Education after transition is complete (based on welcome kit messages) • publish in Texas Co-op Power magazine along with the provider list (the provider list will be published in the magazine EVERY month) • news releases (Welcome Kit wording) • bill inserts (Welcome Kit wording) • print ads in local newspapers • radio and/or television
Welcome Kit • “Welcomes” member to the competitive environment • Includes the following • Cover letter • Provider List • Power Guide to Electric Choice
Customer Education Web Pages • NEC Member Choice Education
