Competitive Retail
Structural Advantages
- Large-scale competitive retailer
- Loyal customers
- Strong brand recognition
- Superior service
- Become a national leader in competitive retail electricity by achieving industry-leading customer service and creating an innovative set of new products and services to meet customers’ needs, including using electricity more efficiently
- Continued to provide world-class customer service: call answer time averaged 11 seconds, a 96% improvement vs. 2003, and call satisfaction improved 10% vs. 2005
- Launched innovative “Pick Your Plan” service offerings, giving customers unprecedented choice and benefits, including control, savings, flexibility, price protection, green energy, and energy-usage tools
- Increased number of customers in markets outside the traditional service area by 16% in 2006
- Reduced SG&A as a percentage of revenue vs. 2005
- Remained the leader in assisting low-income customers, including distributing $5.1 million through the TXU Energy Aid program to assist customers with bill payment
- Continued up to $25 million in discounts for low-income customers, remaining the only retailer to consistently provide the discount since state funding was redirected
