Measures and standards: key indicators
Prosperity PILLAR TWO:
Organizational Strategic Measures
2021-22 Target
2017-18 2018-19
2019-20
2020-21
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 7 rating or higher on a 10-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. 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 25 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.
SaskEnergy Customer Satisfaction
90
90
91
89
90
TransGas Customer Satisfaction
91
84
85
87
87
Average Safety Service Response Time (minutes)
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.
38.17
40.84
40.24
38.42
*
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 measure aligns with the natural gas industry, which has a strong focus on the reliability of its 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
68
69
48
33
48
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.
40 266
35 184
26 91
21 295
**
*SaskEnergy is establishing a response time standard that aligns with similar organizations and utilities. ** SaskEnergy does not have a target for First Responder training. We actively promote the availability of this training, have created online training as an option to support its wider distribution, and monitor the uptake by fire departments around the province. Yearly training statistics are based on a calendar year.
2020-21 Sustainability Report
30
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