Management’s Discussion and Analysis
CUSTOMER
Residential and business customers use natural gas primarily for heating. The outcome the Corporation is striving for is that these customers consider SaskEnergy as the best energy value choice for them, including seamless service and easy access when needed. Large industrial customers use natural gas primarily in their processes. For these customers, the outcome the Corporation is striving for is that they consider SaskEnergy’s natural gas as reliable and affordable, allowing them to operate efficiently and contribute to the Saskatchewan economy.
March 31, 2020 Actual
March 31, 2021 Actual
March 31, 2021 Target
March 31, 2022 Target
March 31, 2023 Target
March 31, 2024 Target
March 31, 2025 Target
March 31, 2026 Target
Customer Strategic Measures
SaskEnergy Customer Satisfaction
89%
91%
90% 90% 90% 90% 90% 90%
TransGas Customer Satisfaction
87%
85%
86% 87% 88% 90% 90% 90%
Customer Experience SaskEnergy believes that a true indicator of its success in delivering safe and reliable service is formal feedback from customers. Continuing to provide a high level of customer service that is efficient and effective is a key objective for the Corporation. SaskEnergy and TransGas conduct annual surveys in an effort to gather feedback on customer experiences, expectations and overall satisfaction. SaskEnergy achieved an overall customer satisfaction score of 89 per cent in 2020-21. The customer satisfaction survey results indicated that customers are asking for additional programs and communication. Several programs and advertising campaigns were launched in 2020-21, such as the residential high-efficiency equipment rebate program, the carbon monoxide alarm in-store rebate program, and the Tune-Up Assistance Program.
In addition, SaskEnergy partnered with Big Block Construction on the first Net Zero multi-unit residential building in Saskatchewan. This innovative building includes right sized, high efficient furnaces with on-site energy consumption offset by renewable energy production. Big Block used social channels to recognize SaskEnergy and the role of natural gas in Net Zero rated buildings. They emphasized natural gas providing reliable heating through cold winters while still maintaining a focus on responsible energy use. The 2020-21 TransGas customer survey results indicated that 87 per cent of customers are satisfied with TransGas. The result captures a range of feedback, from service delivered by key personnel to reliability of service, outages, customer facilities and value statements. TransGas continues its efforts to improve service quality in an effort to increase satisfaction levels to those seen in past years.
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