Atmos Energy 1999 Annual Report Download - page 15

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Atmos
Energy
Corporation
11
format which provides more information to customers but also makes more information avail-
able at the fingertips of our customer support associates to handle customer inquiries.
Customer additions. We added new meters in 1999 through internal growth, with the
greatest increases occurring in the Greeley Gas and United Cities Gas service areas. The
Company’s focus is on profitably adding new customers through new construction, conversion
from other energy sources, and by marketing the advantages of additional gas products such
as gas logs and gas lights to our residential customers and builders. Our marketing team has
been successful in promoting the use of new natural gas applications such as gas-powered
chilling technology for cooling large commercial buildings and dehumidification technology
that reduces humidity and improves indoor air quality. Both these technologies increase
summer sales of natural gas.
Earning allowed rates of return. Atmos is seeking $28.4 million in rate increases in
Western Kentucky Gas and Energas. A Western Kentucky rate case filed in May 1999
requested $14.1 million in additional revenues. Energas is seeking a total of $14.3 million in
additional revenues, filing in early August for $13.2 million, and will request an additional
$1.1 million later in 1999 or early 2000. The rate filings incorporate the Company’s strategy to
stabilize the effects of weather on the Company’s revenues and customer bills through weather
normalization adjustment and rate design. New rates and rate structures are expected
to be in effect during 2000.
In October 1999, Atmos received a final order from the Louisiana Public Service Commission
regarding a rate proceeding involving its Trans Louisiana Gas Company division. The favorable
decision allowed Trans La to increase its monthly customer charge on November 1, 1999, from
$6 to $9, which will help minimize the effects of warm weather on earnings. Trans La also
received a three-year extension on a rate stabilization clause authorizing it to earn up to 11.5
percent before sharing benefits with customers. These combined rate proceedings affect more
than 50 percent of the Company’s total customers.
Beyond customer satisfaction. One of the key measures of performance in our utility
operations is achieving outstanding customer satisfaction ratings. A utility customer satisfaction
survey conducted during 1999 shows that we are on the right track – all Atmos utility divisions
received excellent satisfaction ratings. Our customer satisfaction ratings are significantly
higher than the national average, with nearly 74 percent of our customers totally satisfied
with our service, compared with less than 45 percent of customers who are satisfied
industrywide. About half our customers feel very loyal toward the Company, an even more
significant result as we look toward a more competitive marketplace in the future.
We continue to look for ways to enhance customer satisfaction by making sure that our
utility divisions are easy to do business with, have reasonable rates, and that we follow up to
make sure any problems are solved. We also expanded the information provided on our
customer bills, including past usage history, with the implementation of our new customer
information system.