SaskEnergy 2022-23 Sustainability Report

Our sustainability path

Measures and standards: key indicators

2022-23 highlights

Looking ahead

President’s message

About SaskEnergy

Our sustainability framework

Pillar one: Environment

Pillar two: Prosperity

Pillar three: People

Customer experience and satisfaction Delivering value to our customers is key to our success. Safe, reliable and affordable service is paramount in sustaining customer value, as is the ability for customers to meet their environmental goals. Another way that we create value for our customers is through initiatives that enhance ease of service, providing additional self-serve functionality and making it easier to do business in Saskatchewan. Each year, SaskEnergy conducts a survey to gather feedback on customer experiences, expectations, and overall satisfaction. These surveys provide us with information on what matters to our customers and drive our customer experience strategy. Our 2022-23 survey indicated an 85 per cent overall satisfaction rate among residential customers, which — while favourable — was lower than our target of 90 per cent.

“We recently bought our first house and had to set up everything with SaskEnergy. I had no issues with setting up payment or anything. We recently called to do a meter replacement and the customer service was great.” –  2022-23 Customer Satisfaction Survey Respondent

A year-over-year gain was, however, recorded in “reliability”, and our results in the “reputation and image” pillar remained strong. Key findings from the survey indicated that the overall satisfaction score was impacted by current affordability challenges, a need for more modern self-service options, and a desire for more communication on the energy efficiency programs SaskEnergy provides. We will continue to focus on financial stewardship and operational efficiencies to offer competitive rates to customers while assisting them in becoming more energy efficient to reduce their costs and emissions. SaskEnergy launched a new Online Account in 2022-23, which provides customers with expanded self-service options and the capacity to engage with their accounts in a variety of ways. Features include the ability to view and pay bills, monitor natural gas consumption, link multiple accounts, update contact information, and sign up for a pre-authorized payment plan, equalized payment plan, or paperless billing. In addition, we began offering two-hour appointment arrival windows, rather than all-day arrival windows, for services such as meter exchanges in Saskatchewan’s largest centres. Two-hour appointment windows will be offered in rural locations in 2023-24. Also new for 2023-24 is a SaskEnergy mobile application, which gives customers fast and secure access to their natural gas accounts — at any time and from anywhere — and includes many of the same features available on the Online Account portal. Making sure it’s easy for our customers to take advantage of our energy efficiency programs has been a focus and, in 2022-23, SaskEnergy received the CGA’s 2023 Mulcahy Memorial Award for Excellence and Innovation in Customer Care and Service for improving the application process for our Residential Equipment Replacement Rebate program. The application process is now fully digital and applicants immediately receive an automated response that confirms their application has been received and lets them know when to expect their rebate cheque. Additional customer experience focus areas for 2023-24 include streamlining our call centre, as well as further enhancements to make our programs and services easier to use. Our natural gas transportation and storage subsidiary, TransGas Limited, also conducts annual surveys with customers. TransGas customer satisfaction remains strong at 85 per cent. While this result is slightly lower than last year’s result of 86 per cent, and the 2022-23 target of 88 per cent, TransGas continues to rate favourably across most key areas, including customer service, customer facility requests and corporate image. Like last year, the greatest area for improvement identified was with respect to TransGas’ online customer business system. An upgrade to the system will be implemented in early 2023-24, which will enhance performance, navigation and usability. Another upgrade planned for next year will focus on providing customers with additional functionality and a more user-friendly format. Going forward, the business system will be further improved through annual upgrades.

2022-23 Sustainability Report


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