Customer Satisfaction
Customer Satisfaction – SaskEnergy The SaskEnergy customer satisfaction measure expresses, in percentage terms, the proportion of customers surveyed who rated their overall satisfaction with SaskEnergy’s service as a 5, 6, or 7 on a 7-point scale. Positive responses such as these indicate that customers view SaskEnergy service positively and provide a strong indication that the customer service tools, policies and staff are effectively meeting the needs of customers. The data for this measure is obtained from annual customer surveys conducted by independent market research firms. Customer Satisfaction – TransGas This number is derived from an annual online survey that is provided to all TransGas
customers. Customer satisfaction is measured on a scale of 0 to 5, with 5 being the highest level of satisfaction. The survey contains 22 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 all questions and reported as a percentage.
Achieving Growth
Business Growth Investment
Core Growth – SaskEnergy and TransGas Revenue Growth
This measures the level of growth in the Corporation’s revenues from its core business operations. The SaskEnergy portion of this measure is calculated based on the number of new customers times the average delivery revenue per customer. The TransGas portion of this measure is the incremental revenue growth in the core business. The total incremental revenue is reported as a percentage of the core revenue in the previous year.
Diversified Non-Core Business
Net Revenue
This measure is calculated as the net revenue from Bayhurst Gas Limited (including BGSI and BESCO) as well as TransGas’ Coleville Natural Gas Processing Plant. In aggregate, this metric represents the value being generated by the non-regulated business activities that leverage corporate expertise and private sector alliances. This measure tracks the capital invested in non-core business activities by SaskEnergy and its subsidiaries as well as third parties. The percentage that is third party capital has also been identified.
Total Capital Investment
Percentage of Third Party Capital Investment
Return on Equity
This measure is calculated as the return earned by the Corporation on the equity that has been invested in non-core business activities.
Our Team
Physical Safety
Total Recordable Injury Frequency Rate
This measure is a composite of two separate metrics:
• L ost Time Frequency Rate – measures the frequency in which lost time injuries have occurred. A standard duration is used to normalize the results so that company comparisons can be made despite differing workforce sizes. A lost time injury is an injury that resulted in lost work time following the day of the injury. • M edical Aid Frequency Rate – records the frequency of injuries that require medical attention. Results are normalized so that company comparisons can be made despite differing workforce sizes. A medical aid injury is an injury that requires medical attention, but no working time is lost beyond the day of the injury.
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2014 Annual Report SaskEnergy
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