Measures and Standards: Key Indicators
2023-24 Highlights
Looking Ahead
Our Approach to ESG
President’s Message
About SaskEnergy
Environment
Prosperity
Our People
Governance
Prosperity
Organizational Strategic Measures
2023-24 Target
2023-24 Actual
2024-25 Target
2019-20 2020-21 2021-22 2022-23
The data for this measure is obtained from annual customer surveys conducted by an independent market research firm and reflects overall satisfaction with SaskEnergy’s service. Positive responses indicate that customers view SaskEnergy service favourably and provide a strong indication that customer service tools, policies and staff are effectively meeting the needs of customers. The data for this measure is obtained from an annual TransGas customer survey conducted by an independent market research firm. Customer satisfaction is measured on a 10-point scale, with 10 being the highest level of satisfaction. The survey contains a variety of questions which, in turn, are subdivided to gain detailed feedback on various aspects of the service being evaluated. An average is taken on the responses to several questions and reported as a percentage.
SaskEnergy Customer Satisfaction
91%
89%
89%
85%
86%
86%
86%
TransGas Customer Satisfaction
85%
87%
86%
85%
86%
87%
86%
This is the average response time measured from the time a safety service call is received to the time a technician responds to site. Safety service calls include situations such as inside or outside gas odours, line hits and other facilities damage.
Average Safety Service Response Time (minutes)
80% within 60 minutes
80% within 60 minutes
40.24
38.42
38.7
37.9
38.4
Unplanned outages that arise from activities such as third-party damage (line hits), operator error, facilities failure (e.g. station freeze offs) and security issues. This metric also aligns with industry. The natural gas industry has a strong focus on the reliability of our service. The Canadian Gas Association (CGA) publishes an industry reliability factor every year in its company profile. This is one of the key competitive advantages of natural gas as an energy supply. This metric is directly linked to this focus and will help to further highlight this focus to employees in the company.
Unplanned Customer Outage Events
48
33
38
26
26
31
36
First Responder Training • Communities trained • Attendees
This is a measure of how many fire departments and how many individuals attended training provided by SaskEnergy on how to respond to natural gas emergencies.
26 91
21 295
5 307
14 91
* *
8 310
* *
* SaskEnergy does not have a target for First Responder training. We actively promote the availability of this training, offer online training as an option to support the wider distribution, and monitor the uptake by fire departments around the province. Yearly training statistics are based on a calendar year.
2023-24 ESG Report
46
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