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Customer satisfaction

The quality perceived by customers is constantly measured through customer satisfaction surveys.

A new online customer satisfaction survey was conducted in November involving all the shippers and traders who collaborated with Snam in the concluded Thermal Year 2017-2018.

The analysis was extended to transportation, storage and regasification activities. The survey involved a poll about customer satisfaction in relation to the quality of services offered, the customer engagement activities undertaken by the Company and the functionalities and additional services introduced in 2018 also following the requirements revealed by the customers themselves as well as regulatory developments.

The turnout rate was 55% and about 93% of the results were positive about the customer engagement activities which were implemented by Snam to improve the services offered and consolidate a proactive collaboration with its stakeholders.

Customer survey – Shippers and Traders (no.)

Customer survey - Questionnaires sent (no.) (Bar chart)

Customer survey - Questionnaires received (no.) (Bar chart)

Customer assessment on satisfaction initiative (%)

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

The overall average evaluation on service quality improved considerably compared to the previous year standing at

7.4

Results by survey area (scale from 1 to 10)

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