Annual Report - EDP

: performance :Despite the increase of the number of customersin the liberalised market, overall in Iberia, suppliedelectricity decreased by 9% and supplied gasdecreased by 4% in 2012.In Portugal, 2012 was marked by the biggestexpansion of the liberalised market since thebeginning of the market liberalisation in 2006.At year-end, consumption in the liberalisedmarket was already responsible for 92% of totalconsumption in the B2B segment. In the B2Csegment, the abolition of regulated tariffs for allconsumers, as well as a more dynamic supply side,impelled the migration from the regulated marketto the liberalised market, which in 2012 servedmore than 1 million customers in comparison withthe 334 thousand at the end of 2011.In the electricity regulated market in Portugal,the overall number of customers decreasedby 13%, as a result of the net exit of about 740thousand customers, out of which more than660 thousand migrated to the liberalised market.Overall, compared to the previous year, electricitysales in the regulated market decreased about20%, particularly within higher voltage levels,with a more than 50% reduction.EDP Comercial, maintained its position as theleading operator in the liberalised market bothin terms of energy sold, with an annualizedmarket share of 40% in 2012 and in terms ofnumber of customers, with about 80% of existingconnection points. In the B2B segment, the offerof a value proposal adjusted to customers’ needsresulted in a sales volume of about 8.1TWh during2012, and on a portfolio of customers at yearend of 20 thousand connection points, havingthis way ensured EDP’s leadership in all theB2B voltage levels. The B2C segment presentedin 2012 a more intense competitive dynamics,with the entrance of a new player and with morecompetitive offers. Throughout the year, EDPComercial was the operator that raised morecustomers, tripling its number of customers byreaching 853 thousand connection points at theend of the year, holding this way a market shareof 80.2% in the liberalised market. The “EDPContinente” campaign, clearly innovative on themarket, contributed significantly for this result,having been responsible for the raise of about 150thousand customers. This growth resulted ina sales volume of about 1.7TWh in 2012.In the natural gas supply activity of the liberalisedmarket in Portugal, EDP increased the numberof gas customers across the country to 56thousand, particularly as a consequence of thedual offer campaigns with electricity targeted atB2C customers (“Campanha Casa Total 10+2”),resulting in an increase of the supplied volumeto 6.3TWh. Under the reality of migrations fromthe regulated market to the liberalised market,EDP Gás Serviço Universal has seen its numberof customers decrease by about 3%.In Spain, there was also a decrease in the numberof last resort customers (-12%), partially offsetby the increase in the number of customers inthe liberalised market (+10%), which had 771thousand customers at the end of 2012. In theliberalised market, 16.5TWh of electricity weresold in the B2B segment, which represents areduction of 5% compared to 2011. The strategy inthe B2C segment has been focused on analysingthe portfolio of potential customers and itsloyalty towards a dual offer and on residentialmaintenance services.Through its Spanish natural gas supplier,EDP increased the number of customers in theliberalised market (+1%), however the volumeof supplied gas has not followed this trend,registering a decrease of about 2%. The marketshare of Naturgas Energía stood in the 9% ofsupply in the liberalised market. The last resortnatural gas supply in Spain, registered a decreaseboth in terms of the number of customers (-21%)and supplied volume (-36%).Additional information can be found in theCustomer and Product chapter.Casa Total 10+2 CampaignEDP - Annual Report 201249