Customer satisfaction thermal year 2018-2019
The perceived quality of customers is constantly measured through customer satisfaction surveys.
In December 2019 a new online survey was conducted, involving all shippers and traders with whom Snam collaborated in the thermal year 2018-2019.
The Survey, extended to transportation, storage and regasification activities, involved surveying the customer satisfaction on the quality of services offered, the customer engagement activities undertaken by the Company and on the functionality and additional services introduced in 2019 including in response to the needs of customer that emerged on previous occasions as well as regulatory developments.
The participation rate was 57% and the results were very positive with regard to the customer engagement activities implemented by Snam to improve the services offered and consolidate the collaboration with its stakeholders.
The total average score for the quality of service was considerably improved compared to the previous year (7.4) standing at 8.4.
Results by survey areas (scale from 1 to 10)
Engagement
