Unitil Corporation - Press Releases



•	From 2008
•	From 2007
•	From 2006
•	From 2005
•	From 2004
•	From 2003
•	From 2002
•	From 2001
•	From 2000
•	From 1999




•	Profile
•	Directions
•	History
•	Employment
•	Community Development




•	Investor Relations Homepage
•	2007 Annual Report
•	Latest Financial Results
•	Corporate Governance
•	Contact Investor Relations

Unitil-Massachusetts reports strong Service Quality Performance for 2004

Hampton, NH - (March 2, 2005): Unitil Corporation's (AMEX:UTL) subsidiary Unitil-Massachusetts recently filed its 2004 Service Quality Reports for its Electric and Gas Divisions with the Massachusetts Department of Telecommunications and Energy (MDTE). In all categories, Unitil exceeded the benchmarks. (See attached performance charts.)

The Service Quality Reports measure reliability, safety and customer service. The reports are submitted to the MDTE annually by March 1 reflecting the previous calendar year performance. Service Quality Reporting was established in 2001, a result of the industry restructuring process, and designed to ensure quality utility performance.

Unitil Corporation at www.unitil.com is a public utility holding company with subsidiaries providing electric service in New Hampshire, electric and gas service in Massachusetts and energy services throughout the Northeast.

Unitil-MA Electric & Gas Service Quality Performance
2004

Electric Division

Service Quality Measure	Benchmark	2004 Performance
SAIDI System Average Interruption Duration - how long the average customer was without power during the year. A lower number is better.	131.54 minutes	106.53 minutes
SAIFI System Average Interruption Frequency Index - number of times the average customer was interrupted. A lower number is better	1.677	1.231
Lost Work Time Accident Rate Accident rate per 100 employees. A lower number is better	8.47	5.52
Telephone Service Factor The percentage of incoming telephone calls received in our Customer Service Center that are answered within 20 seconds. A higher number is better.	56.9%	75.7%
Service Appointments The percentage of service appointments fulfilled. A higher number is better.	99.0%	99.3%
On-cycle meter readings The percentage of on-cycle meter readings met. A higher number is better.	94.6%	96.6%
Consumer Division Cases The department reports all cases under the gas division.	0	0
Billing Adjustments The dollar amount of MDTE ordered residential Billing Adjustments per 100 residential electric customers. A lower number is better.	$11.63	$0

Unitil-MA Electric & Gas Service Quality Performance
2004

Gas Division

Service Quality Measure	Benchmark	2004 Performance
Response to Odor Calls Percentage response to odor calls within 60 minutes. A higher number is better.	95%	100%
Lost Work Time Accident Rate Accident rate per 100 employees. A lower number is better	8.47	5.52
Telephone Service Factor The percentage of incoming telephone calls received in our Customer Service Center that are answered within 20 seconds. A higher number is better.	56.9%	75.7%
Service Appointments The percentage of service appointments fulfilled. A higher number is better.	98.6%	99.5%
On-cycle meter readings The percentage of on-cycle meter readings met. A higher number is better.	90.5%	93.8%
Consumer Division Cases Number of customer complaints received by the MDTE. A lower number is better.	67.9	48
Billing Adjustments The dollar amount of MDTE ordered residential Billing Adjustments per 100 residential electric customers. A lower number is better.	$51.13	$2.74

Contact
Stephanye Schuyler
schuyler@unitil.com

Corporate Office
Liberty Lane West
Hampton, NH 03842-1720
800/999-6501



Unitil Corporation 6 Liberty Lane West / Hampton, NH 03842-1720 / 1-888-8-UNITIL Home • Customer Services • Economic Development • Contractors • Investors • About Unitil


Copyright � 2008 Unitil Corporation, All Rights Reserved Contact Us • Privacy Policy • Terms of Use • Site Map