SASKENERGY 2017-18 ANNUAL REPORT
Customer Satisfaction SaskEnergy believes that a true indicator of the Corporation’s success in delivering safe, reliable and affordable services is formal feedback from customers. Customers are vital to the success of any business, and both SaskEnergy and TransGas conduct annual surveys in an effort to gather feedback on customer experiences, expectations and overall satisfaction. In 2017-18, overall customer satisfaction with SaskEnergy remained high at 90 per cent. The highest rated area in relation to SaskEnergy’s customer service continues to be ‘providing reliable service’ at 95 per cent satisfaction. ‘Being a company that takes initiative to meet customer needs’ and ‘being committed to helping customers use energy efficiently’ rank lower in satisfaction at 83 per cent and 80 per cent, respectively. The lower percentages are a result of longer wait times for customers in the phone queue as resources to address customer calls were strained due to efforts required to manage vacancies as well as issues associated with higher call volumes. This has resulted in an increase in the rate of ‘dropped calls’ or customers who hang up before they speak to a customer service representative. The TransGas customer survey results in 2017-18 continued to reflect strong satisfaction with TransGas customer services and interactions with the customer service team on a day-to-day basis. As a result of feedback from the survey, TransGas will continue to explore opportunities for improvements to the customer service business system, through system builds and enhancements.
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