New Qdos Website Survey Presented to Qdos users

02/03/2016© British Gas Trading Limited 2011Slide 2 1 The Website

02/03/2016© British Gas Trading Limited 2011Slide 3 1. How would you rate the website update out of 5? (1 being poor and 5 being excellent) Average score = 3.9

02/03/2016© British Gas Trading Limited 2011Slide 4 2. Do you prefer the new website?

02/03/2016© British Gas Trading Limited 2011Slide 5 3. How easy do you find the navigation around the site? (1 being difficult and 5 being easy) Average score = 3.8

02/03/2016© British Gas Trading Limited 2011Slide 6 2 New Statement

02/03/2016© British Gas Trading Limited 2011Slide 7 4. Have you used the new statement yet?

02/03/2016© British Gas Trading Limited 2011Slide 8 5. Please rate the new statement (1 being poor and 5 being excellent) Average score = 3.6

02/03/2016© British Gas Trading Limited 2011Slide 9 6. Do you prefer the new statement to the previous version?

02/03/2016© British Gas Trading Limited 2011Slide What could be improved on the statement? Over 300 respondents commented here: 100 (33%) felt that the statement required more information like address data and sale references Approx 20% felt that a key was required to explain the information on show, including codes, pending sales etc Other comments included: –Points balance is clearly visible –Inability to export/print statement –Engineer screens don’t display the statement very clearly –No data on Date of Sale 150 (approx) commented that they felt the new statement was a vast improvement Solution - GRG can load a user guide and key to the statement page, thereby reducing confusion and offering explanation to displayed information

02/03/2016© British Gas Trading Limited 2011Slide What could be improved on the statement? (cont) “The new statement is a lot clearer and easy to understand than before so i wouldn’t improve anything.” – Agent, Energy First “I already feel it is a huge improvement. It is much more "user friendly" now!” – Agent, Energy First “Lovely, clear design but would benefit from clear displays of qdos balances and expenditure.” – Agent, Premier Energy

02/03/2016© British Gas Trading Limited 2011Slide 12 3 My Performance

02/03/2016© British Gas Trading Limited 2011Slide Have you used the My Performance graphs yet?

02/03/2016© British Gas Trading Limited 2011Slide Please rate the My Performance graphs (1 being poor and 5 being excellent) Average score = 3.5

02/03/2016© British Gas Trading Limited 2011Slide What could be improved on the My Performance graphs? Over 250 respondents commented here: 150 approx (60%) felt that a key was required to explain the information on show Other comments included: –Live updates –More detail behind the figures –Personal comparison with past performance Solution - As with the statement, a user guide and key would resolve any confusion around the data being displayed

02/03/2016© British Gas Trading Limited 2011Slide 16 4 Ask Qdos

02/03/2016© British Gas Trading Limited 2011Slide Have you used the new feedback form “Ask Qdos” yet?

02/03/2016© British Gas Trading Limited 2011Slide Please rate the new feedback form (1 being poor and 5 being excellent) Average score = 3.4

02/03/2016© British Gas Trading Limited 2011Slide Do you prefer the new feedback form to the previous version?

02/03/2016© British Gas Trading Limited 2011Slide What could be improved with the feedback form? Approx 40 respondents commented here: 10 (25%) felt that a more timely response was required Solution – GRG to aim to respond to all feedback within 2 working days

02/03/2016© British Gas Trading Limited 2011Slide 21 5 Latest Offers

02/03/2016© British Gas Trading Limited 2011Slide Have you been tempted to look at the Latest Offers section?

02/03/2016© British Gas Trading Limited 2011Slide Do you agree with this statement? If I saw an item in the Latest Offers section that I believed was a great deal, I would spend my Qdos points on this item. (1 being strongly disagree and 5 being strongly agree) Average score = 3.5

02/03/2016© British Gas Trading Limited 2011Slide Even if you saw a great deal in the Latest Offers section, would you continue to spend your points on your Qdos card?

02/03/2016© British Gas Trading Limited 2011Slide 25 Latest Offers commentary Some contradictory results here: 55.2% agree or strongly agree that they would spend their points on an item in the Latest Offers section if they believed it was a great deal However 74% would continue to spend using their Qdos card even if they saw a a great deal in Latest Offers Solution – GRG to continue to source and communicate great deals via the Latest Offers section, the better the deal the greater chance of changing behaviour.

02/03/2016© British Gas Trading Limited 2011Slide 26 6 General Comments

02/03/2016© British Gas Trading Limited 2011Slide Is there anything currently on the website you think should be removed? Approx 80 responses here 6 suggested the latest offers and merchandise in general was too expensive and items could be found cheaper elsewhere 20 suggested removing the My Performance graphs

02/03/2016© British Gas Trading Limited 2011Slide Is there anything that you feel the website needs or is missing? Approx 200 responses here, for example: Banding Calculator built into website Cheaper merchandise Discounted items Engineer access screens iPhone Apps More information on how to use the statement More information on how to use My Performance Ability to pay for Gas/Electricity with Qdos Team Reward statement

02/03/2016© British Gas Trading Limited 2011Slide Do you have any other suggestions/feedback/ comments about the new Qdos website? Approx 150 responses here with positive and negative feedback but not new information not already mentioned ‘fantastcic wesbite’ ‘great improvement, thanks!’ ‘i think that this is a great job done by the qdos team, i always got annoyed when trying to find things on the old site and you have made it far easier’ I'M NOT HAPPY ABOUT HAVING TO CHANGE MY PASSWORD EVERY SO OFTEN. JUST LET US KEEP THE SAME PASSWORD!

02/03/2016© British Gas Trading Limited 2011Slide Which area of the business are you in?

02/03/2016© British Gas Trading Limited 2011Slide 31 Conclusions The website update has been a great success! Over 75% rate the new website 4 out of 5 or higher 82% prefer the new website 66% rate the navigation 4 out of 5 or higher 62% rate the new statement 4 out of 5 or higher 73% prefer the new statement 76% rate the My Performance graphs 3 out of 5 or higher 80% rate the Ask Qdos feedback form 3 out of 5 or higher 79% prefer the new feedback form

02/03/2016© British Gas Trading Limited 2011Slide 32 Conclusions There are still areas for improvement – We will keep you update on our progress against these suggestions The statement and My Performance graphs require more explanation and more detail in some areas The feedback form is great but a more timely response to queries is required Latest offers are not considered to be competitively priced More discounts and ways to use your Qdos points are needed, e.g. Gas/Elec bills More innovation –Team Reward statements –iPhone Apps/Mobile friendly

Thank you