Snam constantly measures the quality perceived by customers through customer satisfaction surveys conducted with transportation and storage customers. The survey is conducted on the web, thereby avoiding having to manage paper documents.
The results for 2016 confirm a positive general trend in both business segments.
AVERAGE SCORE BY THERMAL YEAR (NO.)
Customer satisfaction with storage
- It evaluates the clarity of the code, the availability and efficiency of information services and commercial management
- It also collects suggestions from end users to improve the areas mapped in the questionnaire defining any measures to be taken
The numbers of the 2016 survey
- 73 customers who moved gas in the thermal year 2015/16 were involved
- 57 responses were received, equal to 78% (68% in 2015). The evaluations expressed highlight a substantial improvement in the service offered
Meetings with customers continued, especially with those that purchases storage capacity for the first time in 2016. Among these, traders who joined more traditional shippers increased and the major Italian bank featured importantly.