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Customer satisfaction

Snam constantly measures the quality perceived by customers through customer satisfaction surveys. In November 2017, a new on-line survey was conducted with all the Shippers and Traders that were activated in thermal year 2016-2017.

The survey focused on the quality and functionality of services and their evolution, also with regard to customer requests made in previous surveys. On this occasion, the survey, for the first time, was carried out simultaneously on all three sectors of activity (transportation, storage and regasification).

The participation rate was 63% and about 93% of the respondents expressed satisfaction with regard to the stakeholder engagement activities. The set of comments received are, for Snam, the starting point to identify targeted actions for the continuous improvement in the quality of the services offered.

Customer survey participants and opinions

Questionnaires sent (no.)

Questionnaires sent (no.) (Bar chart)

Questionnaires received (no.)

Questionnaires received (no.) (Bar chart)

Results by survey area (scale from 1 to 10)

Results by survey area (scale from 1 to 10) (Graphic)

Client assessment on initiative of Customer satisfaction (%)

Client assessment on initiative of Customer satisfaction (%) (Bar chart)
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