Customer satisfaction survey

Transcription

1 Customer satisfaction survey 2013 Survey Federica Crudeli Milan, 14 May 2014 snamretegas.it

2 Shippers Day Snam Rete Gas and the market: together towards Europe 2

3 Agenda Key Themes in the Gas Market ENTSOG Transparency Platform Evolution of Commercial Services 10-year Development Plan CAM - Capacity Auctions Oversubscription & BuyBack Gas Logistics - Provisional Allocation Customer Satisfaction and Service Quality Q&A 3

4 Agenda Customer Satisfaction and Service Quality F. Crudeli Coordination Cross-functional Processes 4

5 Objective: continuous improvement of service quality In September 2013, Snam Rete Gas carried out its second Customer Satisfaction survey as part of the company s Stakeholder Engagement initiative. This initiative is a continuation of a process by means of which Snam Rete Gas aims to strengthen the culture of dialogue and discussion with its customers in order to generate value for them by anticipating their expectations and demonstrating competence and responsibility in meeting their needs, as expressed by them. Increase the level of involvement and listening to understand the needs, requirements and expectations of customers Overcome the differences between perceived quality and the quality delivered Establish performance standards Understand the direction in which future decisions should be made Initiate a process of continuous improvement of the quality of services offered 5

6 Customer Satisfaction Survey % RESPONDENTS (+15% compared to TY ) including: 94% of SHIPPERS (+8% compared to TY ) 85% of TRADERS (+30% compared to TY ) Trader Shipper Questionari inviati Questionari ricevuti Questionari inviati Questionari ricevuti Customer Care Customer Care The answers to the open questions allowed respondents to provide detailed suggestions and practical information, providing interesting points for reflection in order to identify possible areas for improvement. 6

7 Sections of the questionnaire PART I: Snam Rete Gas website PART II: Services provided PART III: Online services PART IV: Service quality PART V: Customer Satisfaction 7

8 Part I: Snam Rete Gas website 50% 40% 30% 20% 10% 0% Molto Very high Alta Alta High Adeguata Adequate Bassa Low Molto Very Bassa low Substantial appreciation of the website: 80% of respondents expressed an opinion of adequate or higher Key comments Complete and thorough but not very user-friendly Refresh times, clarity, intuitiveness and readability can be improved 8

9 Part II: Services provided Very high 5 4 Adequate 3 2 Very low 1 Services Servizi offered offerti by da SRG SRG in comparison rispetto to a those quelli offerti offered in Europe Europa Unbundled Conferimento day-ahead di capacità capacity day-ahead booking unbundled Conferimento Bundled day-ahead di capacità capacity day-ahead booking bundled programme in the Gas- Riformulazione Updating daily del programma giornaliero day G-1 nel G-1 Set informativo - Esposizione exposure in the balancing mercato market bilanciamento Set of information on Key comments Balancing information is unclear Lack of knowledge about PRISMA collaboration 9

10 Part III: Online services Very high 5 4 Adequate 3 2 Very low 1 Valutazione Overall evaluation complessiva about the dei SRG portali web messi a web disposizione portals di SRG Allineamento Quality of web servizio portals aligned on-line with con standard European standards europei Key comments Too many subportals, fragmented information European systems are more modern and faster 10

11 Part III: Online services ADEQUATE Altraweb Entry Allocation Gpit Web M-Gas OBS Capacity Portal Capacity Notice Board Invoicing Portal Measurement Portal Virtual Trading Point (PSV) PSV Notice Board 11

12 Part IV: Service quality 5,0 5,5 6,0 6,5 7,0 7,5 Key comments Availability of SRG contact persons 5,6 6,9 Facilitate the Clear identification of the relevant SRG contact person for each activity 5,4 6,9 identification of contact persons and 5,4 6,9 managed portals Completeness of responses to requests Simplify portal 5,4 6,4 access Request response times documentation Customer Satisfaction Survey Results for Thermal Year

13 Part IV: Service quality 7,0 6,8 6,6 6,7 6,6 6,4 6,2 6,0 6,4 6,3 6,4 6,1 6,0 6,0 6,0 6,0 ADEQUATE 5,8 5,6 5,8 5,6 5,4 5,2 5,2 5,2 5,0 Customer Satisfaction Survey Results for Thermal Year Access to transmission services Booking processes during the Thermal Year Monitoring and Managing Shipper exposure (Balancing Regime) Daily planning (Nominations) and medium to long term planning Allocation and Balancing Invoicing Customer Care and Customer Services 13

14 Part V: Customer Satisfaction Overall Assessment of Stakeholder Engagement initiatives Low 4% Don t know 10% Very high 10% % Adequate 50% High 26% Satisfied Soddisfatto with di the quanto action fatto taken lo scorso last year anno Non Not soddisfatto satisfied with di quanto the action fatto lo taken scorso last anno year Key comments Increase these initiatives and periodic meetings Increased visibility of improvement plans 14

15 Improvement Plan Snam Rete Gas website 1. Introduction of a schedule in calendar format containing the commercial deadlines of interest to Shippers 2. Addition of FAQs, management contacts and SVICOM surveys to the Interact with us area 3. Reorganisation of the "General Procedures" area, divided into Commercial Procedures" and "Technical Procedures" and organised by topic in order to simplify their search 4. Regular publication of average use coefficients, SPS, SCS and the quantity and price of PB-Gas D-1 and D+1 sessions 5. Creation of a version history of the Network Code indicating the AEEG resolution that required the amendment of the regulatory framework. 15

16 Improvement Plan Services provided 1. Drafting of a Newsletter representing the main business activities of SVICOM 2. Publication of a manual explaining the items contained in the Epsu-Mepsu balancing report 3. Planning of workshops for Shippers to address ad hoc issues (products offered via the PRISMA platform, Gas Logistics portal, etc.) 4. Proposed definition to be adopted by Interconnected Transmission System Operators to resolve the mismatch in the allocation of gas volumes caused by standard/daylight saving time changes. 5. Transmission capacity will be offered in kwh/h in

17 Improvement Plan Online services 1. Launch of the DiARia portal to manage the processes related to the disking, opening and reopening of SRG Redelivery Points 2. Computerisation of the process for alternative supply service using tanker trucks 3. Optimisation of the Portal to manage transmission service interruptions (planned and unplanned) 4. Optimising the Capacity Portal with the computerisation of the capacity trading procedures related to the Default Transmission Service 17

18 Improvement Plan Service quality 1. Provision of access to SRG portals via a single request submitted at the time of signing the Transportation Contract 2. Publication of all the main contacts of the SVICOM units with a description of the activities carried out and the online services provided 3. Periodic scheduling of workshops to promote dialogue with Shippers 18

19 Customer satisfaction survey Survey 2013 Federica Crudeli Milan, 14 May 2014 snamretegas.it