Measures and Standards: Key Indicators
2023-24 Highlights
Looking Ahead
Our Approach to ESG
President’s Message
About SaskEnergy
Environment
Prosperity
Our People
Governance
Committed to our customers Our customers are key to our success. Safe, reliable and affordable service is paramount in sustaining value for our customers, as is our ability to enhance ease of service, including providing our customers with additional self-serve functionality and making it easier to do business in Saskatchewan.
Customer satisfaction surveys SaskEnergy conducts an annual survey to gather feedback on customer experiences, expectations, and overall satisfaction. These surveys provide us with information on what matters to our customers and help to drive our customer experience strategy. SaskEnergy’s 2023-24 survey indicated an 86 per cent overall satisfaction rate among residential customers, which was a one per cent increase from last year’s result and met our 2023-24 target. The survey measured results across four pillars — reputation and image, programs and services, service culture, and pricing and value. Results were once again especially strong in the reputation and image pillar, and customers rated us favourably in terms of reliability and the priority we place on safety. Affordability was cited as a concern and feedback indicated that additional programming to reduce energy use and lower bills would be appreciated. SaskEnergy will continue to focus on ways to help our customers lower their energy costs while providing safe and reliable service.
“I like the website to check on energy consumption trends and see my bill electronically. I don’t want paper.” –2023-24 Customer Satisfaction Survey Respondent
Our natural gas transportation and storage subsidiary, TransGas Limited, also conducts annual surveys with our transmission and storage customers. TransGas customer satisfaction remains strong at 87 per cent, increasing from 85 per cent last year and exceeding our target by one per cent. TransGas continues to rate favourably across most key areas, including customer service, customer facility requests and corporate image. Last year, the greatest area for improvement identified was with respect to TransGas’ online customer business system. During 2023-24, we upgraded the business system to improve overall performance, navigation, and usability. This included the addition of smart layouts, the implementation of “favourites” functionality, and improved dashboards. The business system will be further improved through annual upgrades. Online appointment booking and two-hour arrival windows In 2023-24, SaskEnergy began to offer online appointment booking for gas meter exchanges, through our Online Account for customers. Since online appointment booking became available, approximately 25 per cent of customers who require a meter exchange have booked their appointment online. We also improved our notification process by increasing the number of letters and phone calls to notify customers that they were due for a meter exchange, which allowed us to complete our yearly meter exchanges more quickly than in previous years. In follow-up to offering two-hour arrival windows for services such as meter exchanges in Saskatchewan’s largest centres last year, we also began to offer two-hour arrival windows to our customers in rural locations. Prior to last year, all-day arrival windows were the norm and, with the addition of two-hour arrival windows for our rural customers, SaskEnergy is the first Crown corporation in Saskatchewan to offer two-hour arrival windows, as the default option, to its entire customer base. We also send text message reminders to customers one day in advance of the meter exchange and just prior to our technician’s arrival. SaskEnergy also offers customers the option to request a call from the technician when their prior appointment is complete, to let the customer know they’ll be there soon.
2023-24 ESG Report
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