MAM Customer Satisfaction Survey 2016 Welcome!
2 Customer satisfaction survey
Methodology Research Objectives: Universe: Sample: Method: Fieldwork: The customer satisfaction survey was carried out for Gas Connect Austria in their role as a market area manager. Already in 201, customers selected based on transport volumes were asked about their satisfaction. 20 the survey was extended to all customers and the content was revised. The report at hand contains the results of the 2016 survey conducted with a slightly changed questionnaire. Time comparisons with the previous study have been included in the report if feasible. Clients of Gas Connect Austria in Europe n=5 interviews; max. feasible interviews Online-interviews (CAWI) on address base, in English or German language March April 2016 March/April 2016; 589
Gas Connect Austria as MAM 1-Very satisfied 2 4 5-Not at all satisfied Mean Total satisfaction 26 54 6 2.0 Information given 2 54 11 11 2.1 Registration process 2 46 6 26 2. Online platform 17 46 2 11 2.4 Balancing 17 40 29 2.4 Q2: How satisfied are you on the whole with Gas Connect Austria as Market Area Manager? Q: How satisfied are you with *** Gas Connect Austria as Market Area Manager? Base: all respondents, n=5 4 March/April 2016; 589
Market area balancing 1 - very good 2 4 5 - very bad Mean Requests (Note -5, n=1) Satisfaction market area balancing 11 51 29 9 2. 20 24 46 19 8 2.2 201 0 40 10 15.0 Missing values to 100%: no answer Sequences known Yes No 2016 91 9 Requests (n=) Q4: How do you rate the market area balancing with regard to your needs? Q5: Which modifications of the market area balancing would you like to get? Q6: Do the scheduled sequences of the balancing give you enough time for your portfolio management? Q7: Which modifications would you like to have? Base: all respondents, n=5 5 March/April 2016; 589
Balancing Yes No 2016 74 26 Requests (n=9) Q8: Is the MAM s balancing on behalf and for account of BGRs helpful for your portfolio management? Q9: Which modifications should would you like to have? Base: all respondents, n=5 6 March/April 2016; 589
Information provided by the Market Area Manager 1 - Very satisfied 2 4 5 - Not at all satisfied Mean Satisfaction with information provided by MAM 17 49 26 6 2. 66% 20 2 54 1.8 86% 201 80% were satisfied (Yes/No question) Requests (Rating -5, n=12) Q10: How satisfied are you with the information regarding balancing that you get from the Market Area Manager? Q11: Which additional information would you like to get? Base: all respondents, n=5 7 March/April 2016; 589
Information on the MAM online platform 1 - Very useful 2 4 5 - Not useful at all Mean Useful information on the MAM online platform 20 1 24 71% 8 40 26 5 2.0 2.2 Additional requests (Rating -5, n=1) 62% 201 were 75% satisfied (Yes/No question) Additional information requests Yes No 2016 20 80 20 86 Additional information ( Yes, n=7) 201 65 Missing values to 100%: no answer given 0 Q12: How useful is the information on the Market Area Manager online platform? Q1: Which additional information would you like to get on the platform? Q: Would you like to get further information that is currently not available from other sources? Q15: On which issues would you like to get more information? Base: all respondents, n=5 8 March/April 2016; 589
Information about maintenance works 1 - Very satisfied 2 4 5 - Not at all satisfied Mean In general 26 60 9 6 1,9 20 8 41 22 1,8 Way of presenting 2 54 17 6 2,1 20 24 49 24 2,1 Positioning on the website 17 6 6 2,1 20 19 4 2 5 2,2 Improvement requests (at least once rating -5, n=9) Q16: How satisfied are you with the information about maintenance works in the market area, namely? Q17: Which improvements would you like? Base: all respondents, n=5 9 March/April 2016; 589
Rating Online Platform 1 - Very good 2 4 5 - Not good at all Mean Clearness 66 17 2.1 User-friendliness 60 2 2.1 Q18:Last year the online platform was re-launched. How do you rate the new platform regarding clearness and user-friendliness? Base: all respondents, n=5 10 March/April 2016; 589
Information provided by Gas Connect Austria 1 - Very satisfied 2 4 5 - Not at all satisfied Mean Friendliness 46 51 1.6 Competence 46 51 1.6 Answers 1 66 1.7 Reaction time 1 60 6 1.8 Improvement requests (at least once rating -5, n=) Q19: If you needed information from the Market Area Manager as a contact point, how satisfied were you with ***? Q20: How can we improve our service? Base: all respondents, n=5 11 March/April 2016; 589
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