Customer

Through its six Gas Trading Divisions, PGNiG sells natural gas to households and industrial customers. Moreover, it is engaged in developing its product range, streamlining sales processes, running marketing activities and strengthening its customer relations. In terms of sales volume, PGNiG’s major customers are: the chemical, metallurgical and power industries. Retail customers are the most populous group (6.5m) from among PGNiG’s customers, accounting for approximately 97% of the total, while industrial customers take the largest share (60%) of natural gas sales volume. In 2011, a total of 83,000 comprehensive agreements for gaseous fuel supplies were concluded, providing for supplies both from the transmission and distribution systems.

Awards

Customer Friendly Company Badge

In H1 2011 PGNiG SA took part in the Customer Friendly Company (CFC) certification programme, whose objective is to assess customer service management and to improve the quality of customer services. The Customer Friendly Company Badge is awarded to companies taking care of their relationships with customers and fulfilling their promises to them.

Under the programme, the Management Observatory Foundation carried out an expert audit at PGNiG focusing on the customer service management solutions in place at the Company. A customer opinion survey followed in the next stage to determine the level of customer loyalty and satisfaction, and to verify which of PGNiG SA’s promises are noted by customers, and what their opinion on their fulfilment is. The survey addressed 600 retail customers and 420 institutional customers. The results showed that four out of five surveyed customers are satisfied with their relationship with PGNiG, and nearly one quarter of those surveyed awarded PGNiG the highest mark. PGNiG SA scored highly in the Customer Opinion Index. The Company received the highest praise in areas such as reliability, trust, and availability. As far as fulfilment of PGNiG’s promises goes, the customers gave the highest marks for the safety and ease-of-use of natural gas, and for the safety and continuity of the supply. Following a detailed analysis of the audit and the customer survey results, the programme awarded PGNiG the Customer Friendly Certificate, and thus granted the Company the right to use the CFC badge.