Benchmarks By Industry

Investor-Owned Utilities

	Base- line	95	96	97	98	99	00	01	02	03	04	05	06	07	08	09	10	11	12	13	Previous Year % Change	First Year % Change
PPL	NM	NM	NM	NM	NM	NM	NM	80	80	80	79	80	81	81	78	79	74	79	80	80	0.0	0.0
Southern Company	78	78	76	77	79	78	80	80	81	82	81	79	80	82	81	78	78	77	81	83	2.5	6.4
Sempra Energy	NM	NM	NM	NM	NM	NM	NM	67	74	77	77	79	75	80	80	80	83	81	83	80	-3.6	19.4
Duke Energy	82	80	83	79	78	80	79	79	79	77	78	78	80	79	76	77	76	77	79	75	-5.1	-8.5
Entergy	75	76	75	70	70	69	74	69	74	71	73	75	70	73	74	74	73	76	78	81	3.8	8.0
Ameren	NM	NM	NM	NM	NM	NM	NM	78	76	77	74	75	74	57	64	68	71	71	78	74	-5.1	-5.1
Progress Energy	NM	NM	NM	NM	NM	NM	NM	76	77	75	78	75	77	77	77	75	73	78	76	#	N/A	N/A
Edison International	76	74	77	78	75	73	78	60	66	69	71	75	78	74	75	77	75	75	76	77	1.3	1.3
Cinergy	NM	NM	NM	NM	NM	NM	NM	NM	NM	NM	74	75	71	#							N/A	N/A
Public Service Enterprise Group	79	80	77	75	74	73	78	75	76	76	73	74	75	73	75	76	78	78	77	74	-3.9	-6.3
Northeast Utilities	70	70	72	67	65	68	72	76	72	73	68	74	72	69	68	72	74	75	59	73	23.7	4.3
CMS Energy	79	76	77	75	73	76	76	75	76	78	71	74	72	73	74	70	75	77	75	79	5.3	0.0
American Electric Power	78	80	82	77	78	77	79	76	75	74	75	74	75	73	76	74	73	72	79	75	-5.1	-3.8
NextEra Energy	77	77	74	69	75	74	76	73	71	73	76	74	68	73	76	76	75	78	80	80	0.0	3.9
Allegheny Energy	NM	NM	NM	NM	NM	NM	NM	79	80	76	75	74	80	79	NM	NM	NM	NM	NM	NM	N/A	N/A
All Others	75	73	75	74	75	74	76	68	74	72	74	74	70	72	72	72	74	72	75	77	2.7	2.7
Pepco Holdings	NM	NM	NM	NM	NM	NM	NM	NM	NM	77	72	73	71	70	69	68	70	54	69	71	2.9	-7.8
Iberdrola	NM	NM	NM	NM	NM	NM	NM	73	73	71	70	73	74	70	75	73	72	NM	NM	NM	N/A	N/A
CenterPoint Energy	NM	NM	NM	NM	NM	NM	NM	NM	NM	NM	NM	73	72	74	75	78	78	80	82	84	2.4	15.1
National Grid									73	75	69	72	65	71	71	71	70	NM	NM	NM	N/A	N/A
Energy Future Holdings	73	74	77	70	76	74	76	71	75	74	74	72	65	63	68	72	73	NM	NM	NM	N/A	N/A
FirstEnergy	NM	NM	NM	NM	NM	NM	NM	72	77	76	69	71	75	76	77	74	75	78	76	75	-1.3	4.2
Dominion Resources	74	75	72	74	75	74	75	65	70	72	67	71	70	73	75	72	75	77	80	82	2.5	10.8
Exelon								66	69	71	71	71	70	68	69	70	72	73	70	74	5.7	12.1
KeySpan	NM	NM	NM	NM	NM	NM	NM	68	72	71	74	70	71	74	#						N/A	N/A
Reliant Energy	NM	NM	NM	68	73	73	75	67	74	70	68	69	69	65	72	69	72	NM	NM	NM	N/A	N/A
DTE Energy	78	78	78	75	74	74	75	74	68	72	71	68	65	70	72	71	72	73	72	78	8.3	0.0
Xcel Energy	NM	NM	NM	NM	NM	NM	NM	65	74	73	70	68	70	71	73	76	72	74	74	76	2.7	16.9
Consolidated Edison	77	76	74	71	69	73	71	66	74	72	68	68	68	69	66	66	66	72	71	70	-1.4	-9.1
NiSource	NM	NM	NM	NM	NM	NM	NM	67	68	66	68	68	66	72	70	71	76	76	81	81	0.0	20.9
Pacific Gas and Electric	73	71	72	71	68	71	73	49	58	66	66	67	68	72	70	73	70	67	69	74	7.2	1.4
PacifiCorp	NM	NM	NM	NM	NM	NM	NM	72	71	76	NM	NM	NM	NM	NM	NM	NM	NM	NM	NM	N/A	N/A
Atmos Energy	NM	NM	NM	NM	NM	NM	NM	NM	NM	NM	NM	NM	NM	NM	75	78	78	81	83	85	2.4	13.3
MidAmerican Energy Holdings	NM	NM	NM	NM	NM	NM	NM	NM	NM	NM	NM	NM	NM	NM	78	79	79	79	79	82	3.8	5.1
Unicom	71	68	68	62	66	62	59	#													N/A	N/A
Central and South West	77	82	78	78	NM	76	79	#													N/A	N/A
GPU	77	79	79	69	75	75	78	#													N/A	N/A
Niagara Mohawk Power	69	73	64	65	68	68	69	69	#												N/A	N/A
PECO Energy	NM	72	70	65	66	71	72	#													N/A	N/A
Investor-Owned Utilities																		74	76	77	1.3	4.1

Score tables print best in landscape.

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Notes
The ACSI releases industry results monthly and updates the national index quarterly. Baseline measurements are from the summer of 1994.

The "All Others" score for an industry represents the remainder of the total industry market share, less the market shares of the measured companies. This benchmark is an aggregate of a representative number of customer interviews from each of potentially hundreds of smaller companies within the industry.

**The limited-service restaurant industry was not measured in 2004 due to a change in the quarterly measurement system that was in place at that time.