Objective 1
To create an effective and user-friendly self-service platform
PGNiG SA customer satisfaction survey
In 2011, a comprehensive customer satisfaction survey, addressing all customer segments of all the , was carried out for the first time.
Attitudes towards market deregulation
A clear change in customer loyalty attitudes is visible among corporate customers (as compared to 2009). The true gas market deregulation that is approaching is reflected in the answers provided to questions about changing supplier.
Surveys at the Group Companies
has been surveying customer satisfaction for a number of years. Surveys of customer satisfaction with their cooperation with the Branch are supported by a quality management process, in compliance with the ISO 9001 standard.
Branch strives to enhance the satisfaction of its existing customers and win new customers through improving the quality of its customer service, increasing its reliability (abiding by agreements, meeting deadlines and guaranteeing appropriate quality), building its brand as a reliable contractor and eliminating weak spots in its operations.
The overriding objective of policy is to maintain the highest possible quality of services provided. This approach is vital to its customer relations and the maintenance of its market position, established over many years.
The Carpathian Gas Trading Division’s E-BIZNES application
E-Biznes, launched by the Carpathian Gas Trading Division, is a new communication platform for business customers, developed in response to their expectations.
E-PASAŻ
PGNiG SA’s E-Pasaż is a marketing web platform intended for expert advisory services and e-commerce. It supports:
Eco-Invoice and E-Invoice
In July 2011, PGNiG introduced eco-invoices on a trial basis. The service consists in providing PGNiG customers with digital invoices instead of traditional, paper bills delivered by mail.
LOGITO
LOGITO, an electronic document circulation system, is another way of improving customer service standards. The system was designed to process complaints and requests and to enhance the flow of documents in gas sales units.
Introduction of barcodes to facilitate customer service at the Odolanów Branch
The project involved the implementation of a barcode-based system for labelling and recording single and bundled bottles filled with gaseous helium at the PGNiG Odolanów Branch.
Distribution System Maps
Interactive Distribution System Maps (Area maps) were published on the corporate websites of several (Dolnośląska Spółka Gazownictwa, Karpacka Spółka Gazownictwa, Górnośląska Spółka Gazownictwa, Mazowiecka Spółka Gazownictwa, Pomorska Spółka Gazownictwa and Wielkopolska Spółka Gazownictwa), showing their respective areas of operation, broken down into communes and municipalities with and without access to the gas grid.