Following the 2007 customer satisfaction survey conducted by Synovate (refer to last year's sustainability report for survey details) which revealed that 81% of our customers gave a 'Good' rating and above, our company was interested to find out if high customer satisfaction rate translated to repeat purchases or loyalty. As such, Seraya Energy (subsidiary of PowerSeraya) engaged Advantage Consulting in June 2008 to conduct a customer survey using Net Promoter Score to better understand our customers. A total of 54 key customers across 15 industry types and customer segments responded to the survey which sought to determine customer's perceptions of Seraya Energy versus other competitors. The survey also provided insights on product and service factors which our customers were satisfied with.

The survey findings:

•	Customers were generally happy with Seraya Energy competitive pricing package.
•	Price is the main concern for customers when selecting a service provider.
•	When customers opt out of a contract, it is usually due to:
	-  price
	-  poor service and
	-  other factors which are beyond their control.
•	As long as price is within customers' acceptable price range, service becomes the next important factor for consideration.

The survey also revealed that our customers were generally happy and satisfied with our range of products and customer service levels. Factors which our customers were satisfied with include:
i) flexible and competitive electricity package,
ii) professional account management,
iii) helpful and polite customer care team and;
iv) good follow-up from marketing.

However, factors that can be improved include greater communication on the latest package offers in tandem with the dynamic market situation as well as the accessibility of Seraya Energy staff to attend to urgent queries.

Some of the other interesting survey findings revealed that customers were looking for value for money product offerings. Although price is an important consideration by customers, other factors also feature significantly in a customer's decision. Price is often compared relative to other factors such as the excellent service which Seraya Energy continuously strives to provide its customers.