Δ% has been used to express ‘percentage change’.
n/m has been used to represent ‘not meaningful’.

Key residential energy performance indicators
	2002	2001	Δ%
Customer numbers (period end) (000)
Residential gas	12,839	13,451	(4.5)
Residential electricity	5,795	5,374	8
Estimated market share (%)
Residential gas	64	67	(3ppts)
Residential electricity*	22	21	1ppt
Average consumption
Residential gas (therms)	607	661	(8)
Residential electricity (kWh)	4,132	4,098	0.8
Weighted average sales price
Residential gas (p/therm)	47.12	43.80	8
Residential electricity (p/kWh)	6.06	5.99	1.2
Weighted average unit costs
Residential gas (WACOG, p/therm)	21.96	21.90	0.3
Residential electricity (WACOE, p/kWh)	2.47	2.55	(3.1)
Transportation and metering charges (£m)
Residential gas	1,256	1,508	(17)
Residential electricity	444	342	30
Total	1,700	1,850	(8)
Sales and marketing expenses (% of turnover)	4.2	4.3	(0.1ppts)
Average products per customer ** (period end)	1.53	1.50	2
Turnover (£m)
Residential gas	3,805	4,029	(6)
Residential electricity	1,380	1,121	23
Total	5,185	5,150	0.7
Gross profit margin (%)
Residential gas	20	12	8ppts
Residential electricity	26	27	(1ppt)
Total	22	15	7ppts
Operating profit (£m)
Residential energy	218	19	n/m
Operating margin (%)
Residential energy	4.2	0.4	3.8ppts

*2001 restated to reflect Ofgem market resizing during 2002.
**British Gas residential brand.

Key home services performance indicators
	2002	2001	Δ%
Customer relationships (period end) (000)
Central heating service contracts	3,482	3,314	5
Kitchen appliances care (no. of appliances)	871	562	55
Plumbing and drains care	905	743	22
Electrical care	367	143	157
Home security	28	28	–
Total relationships	5,653	4,790	18
Central heating installations	102	109	(6)
Turnover (£m)
Central heating service contracts	398	371	7
Central heating installations	260	255	2
Other	152	96	58
Total	810	722	12
Engineering staff employed	6,036	5,356	13
Sales and marketing expenses (% of turnover)	6	5	1ppt
Gross margin (%)	46	42	4ppts
Total operating profit (£m)	61	36	69
Operating margin (%)	8	5	3ppts

Key British Gas Communications performance indicators
	2002	2001	Δ%
Customer numbers (fixed line) (period end) (000)	367	400	(8)
Average minutes use per month (fixed line)	340	347	(2)
ARPU (fixed line) (£)	10.52	10.87	(3.2)
Variable gross margin (%)	28	26	2ppts
Sales and marketing expenses (% of turnover)	7	22	(15ppts)
Turnover (£m)	52	37	41
Operating loss (£m)	(35)	(101)	65

Key Centrica Business Services performance indicators
	2002	2001	Δ%
Customer supply points (period end) (000)
Gas	383	389	(1.6)
Electricity	516	337	53
Total	899	726	24
Average consumption
Gas (therms)	3,276	3,878	(16)
Electricity (kWh)	22,398	16,115	39
Weighted average sales price
Gas (p/therm)	36.72	34.04	8
Electricity (p/kWh)	4.79	5.49	(13)
Weighted average unit costs
Gas (WACOG, p/therm)	20.71	20.46	1.2
Electricity (WACOE, p/kWh)	2.25	2.44	(8)
Transportation and metering charges (£m)
Gas	126	130	(3)
Electricity	170	40	325
Total	296	170	74
Sales and marketing expenses (% of turnover)	2.9	2.1	0.8ppts
Turnover (£m)
Gas	457	460	(0.6)
Electricity	514	121	324
Total	971	581	67
Gross margin (%)
Gas	16	12	4ppts
Electricity	18	22	(4ppts)
Total	17	14	3ppts
Operating profit (£m)
Commercial energy	65	44	48
Operating margin (%)
Commercial energy	7	8	(1ppt)

Key CEMG performance indicators
	2002	2001	Δ%
Gas production and storage
Production volumes (m therms)
Morecambe	3,659	3,892	(6)
Other	397	395	1
Total	4,056	4,287	(5)
Average sales price (p/therm)	21.5	22.5	(5)
Turnover * (£m)	932	1,033	(10)
Turnover (external) (£m)	83	80	3.8
Operating costs (% of turnover)
Royalties	7	7	–
Petroleum revenue tax	8	8	–
Volume related production costs	25	23	2ppts
Other production costs	12	10	2ppts
Total	52	47	5ppts
Rough operating profit (£m)	1	n/a	n/a
Operating profit (£m)	448	552	(19)
Industrial and wholesale
Sales volumes (m therms)	5,694	6,215	(8)
Average sales price (p/therm)	19.8	19.5	2
Turnover (£m)	784	921	(15)
Operating profit (£m)	72	5	n/m
Accord
Traded volumes (physical)
Gas (m therms)	20,399	18,512	10
Electricity (GWh)	95,329	29,446	224
Turnover (£m)	4,304	3,570	21
Operating profit (£m)	0	16	(100)
CEMG operating profit (£m)	520	573	(9)

*91% was to group companies in 2002.

Key AA performance indicators
	2002	2001	Δ%
Roadside services
Customer numbers (period end) (000)	12,975	12,194	6
Customer renewal rate (%)	85	85	–
Average transaction value (£)	34	35	(1)
Roadside patrols employed	3,651	3,592	2
Personal finance
Insurance customers (000)
Motor	959	906	6
Home	664	618	7
Overall renewal rate (%)	78	74	4ppts
Average annual premium (£)	261	257	2
Motor and home insurance commissions (£m)	93	86	9
Loans (fixed term) book size (£m)	661	428	54
Loans (fixed term) operating profit (£m)	20	17	18
Number of fixed term personal loans (000)	117	77	52
AA Service Centres
Site numbers	129	129	–
Average turnover per site (£000)	320	n/a	–
Turnover (£m)
AA roadside services	476	452	5
AA personal finance	172	155	11
Other AA services	112	82	37
Total	760	689	10
Sales and marketing expenses (% of turnover)	10	9	1ppt
Operating profit (£m)
AA roadside services	54	44	23
AA personal finance	47	40	17
Other AA services	(28)	(12)	(133)
Total	73	72	1
Operating margin (%)	10	10	–

Key One.Tel performance indicators
	2002	2001	Δ%
Customer numbers (period end) (000)
Fixed line	746	668	12
Other services	216	117	85
Total *	962	785	23
Average minutes used per month (fixed line)	284	277	2.5
ARPU (fixed line) (£)	16.20	15.85	2.2
Variable gross margin (fixed line) (%)	51	47	4ppts
Sales and marketing expenses (% of turnover)	14	8	6ppts
Turnover ** (£m)	153	65	135
Operating profit (£m)	2.1	4	(48)
Operating margin (%)	1.4	6	(4.6ppts)

*30 day tolling
**2001 turnover is from date of acquisition (3 July 2001)

Key Goldfish Bank performance indicators
	2002	2001	Δ%
Credit cards in force (000)	1,082	1,025	6
Average monthly spend per active card (£)	541	476	14
Gross card receivables	773	677	14
Net interest margin (%)	5.2	5.1	0.1ppts
Credit card income (£m)
Net interest income	36	33	9
Fee revenue and other income	54	51	6
Total (before deduction of loyalty costs)	90	84	7
Loyalty scheme costs (% of income)	33	31	2ppts
Credit losses (% of receivables)	3	3.2	(0.2ppts)
Credit card profit contribution (£m)	9	12	(25)
Goldfish non-credit card product contribution (£m)	(2.4)	n/a	n/a
Sales and marketing expenses (% of income)	6	5	1ppt
Goldfish operating loss before minority interest (£m)	(40)	(32)	(25)

Key North America performance indicators
	2002	2001	Δ%
Customer numbers (period end)
Residential and small commercial gas (000)	1,339	1,230	9
Residential and small commercial electricity (000)	1,416	n/a	n/a
Home and business services (000)	1,627	n/a	n/a
Industrial and commercial energy (sites served)	61	49	24
Average consumption
Residential and small commercial gas (therms)	1,138	1,154	(1)
Residential and small commercial electricity (kWh)	10,666	n/a	n/a
Industrial and commercial energy (m therms)	19	23	(18)
Gas production and energy trading
Gas production volumes (m therms)	356	344	3
Average sales price (p/therm)	21.4	27.9	(23)
Turnover (£m)
Residential and small commercial gas	486	433	12
Residential and small commercial electricity	189	n/a	n/a
Home and business services	159	n/a	n/a
Gas production and energy trading	124	105	18
Industrial and commercial energy	160	230	(30)
Total	1,118	768	46
Sales and marketing expenses (% of turnover)	1.7	3.7	(2ppts)
Gross margin (%)
Residential and small commercial gas	13	19	(6ppts)
Residential and small commercial electricity	16	n/a	n/a
Operating profit (£m)
Residential and small commercial gas	16	20	(20)
Residential and small commercial electricity	(10)	(15)	33
Home and business services	23	–	n/a
Gas production and energy trading	33	62	(47)
Industrial and commercial energy	1	1	–
Total	63	68	(7)
Operating margin (%)	6	9	(3ppts)

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