1778 JE Investor Day flyers CS ENG V16 SEP 6 18

Customer Solutions

Call Volume

Customer ExperienceContacts Per Customer

Average 3

1778_JE_Investor Day flyers_CS_ENG_V16_SEP_6_18

Daily 11,356Weekly 56,112

Customer Solutions is emerging as a new Value Added Products sales channel:1

NPScSAT (relationship)cSAT (transactional)

29.881%75%

ecobee JustGreen

10,43217,528

FilterEasyVivint2

3053,350

Skydrop sales wentlive in August 2018!

1. Period: April 1, 2018 - July 31, 2018. 2. Transfers only.

94% Customer Care6% Sales & Retention

In the last 4 months, there have been 312,755 self-service transactions.

First Call Resolution We address 89% of our customer's needs the very first time they call us.

In the last 4 months, Customer Solutions (CS) has acquired 17,380 new customers and saved 33,475 customers from churning.

FY18 Received 3,344,630 calls. On average, a call lasts 456 seconds. That's the equivalent of 104 years of continuous talking!

18,001 calls received on February 5th, 2018. 225% higher than our daily average.