The more our customers are satisfied, the greater our reputation and social and relationship capital GRI - G4: 26, 27
Customer satisfaction in storage
The level of storage users’ satisfaction with regard to the clarity of the code, the availability and efficiency of information services and commercial management is measured every year.
During this survey, we also welcome suggestions from users with a view to drawing up steps that should be taken to improve the areas covered by the questionnaire.
Data from the 2015 survey
- We surveyed 73 customers who moved gas through the storage system in the 2014/15 thermal year.
- We received responses from 50 customers, giving a response rate of 68% (88% in 2014). The opinions provided show that we have considerably improved the service we offer.
We continued to meet with customers, particularly those who acquired storage capacity for the first time in 2015. These included traders as well as the usual shippers.
Result
Response rate by thermal year (%)
Average score by thermal year (n.)
Customer satisfaction in transportation
The survey conducted in 2015 was our fourth such exercise and was carried out using innovative software that enabled users to fill out the questionnaire online.
We surveyed users’ satisfaction with the quality of services offered in the transportation and balancing segments, the commercial changes introduced in 2015, partly as a response to previous surveys (the Logistica Gas software, the kWh metering unit and allocation using the PRISMA platform), and possible changes to the commercial services we offer.
Data from the 2015 survey
- We surveyed all shippers and traders with which Snam Rete Gas interacted in the 2014/15 thermal year.
- A total of 126 operators filled in the questionnaire, meaning a response rate of over 83%.
- In all, 90% of respondents said they were satisfied or very satisfied with the stakeholder engagement initiatives carried out by Snam Rete Gas to improve the services it offers and encourage effective relationships with its stakeholders.
Result
Questionnaires sent out (no)
Questionnaires received back (no)
Ratings on the customer satisfaction initiative
Shipper’s Day
In 2015, Snam Rete Gas organised this dedicated event for shippers and traders in an attempt to highlight the major challenges facing the gas market following the increasing harmonisation of European regulations, present the Company’s strategic direction and engage in more discussion and debate on the issues affecting products and services available as part of an increasingly flexible range. The event was also an opportunity to share the results of our latest customer satisfaction survey and highlight the improvements we have made in response to users’ testimonials as we try to continually enhance the quality of the services we provide. Nearly 200 people took part in the event, representing around 90 companies.