Objective 1

 

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.

81% of the corporate customers surveyed said that they would probably actively search for an alternative gas supplier after the market is deregulated (giving ‘quite likely’ and ‘very likely’ answers). In the 2009 survey, when the question was phrased slightly differently, i.e. “Is the company considering changing its natural gas supplier?”, only 24% of companies indicated that such an option was being examined.

68% of participating companies declared their willingness to actively search for an alternative supplier – understood as one offering a better deal than PGNiG’s current offer. However, the number of such declarations among SMEs and households was significantly lower, at 59% and 43% respectively.

A look at customers’ attitudes towards PGNiG reveals that customer attachment is weak, at least in emotional terms, which besides the obvious economic factors, may also be an influence when a decision to change natural gas supplier is considered.

In addition to the obvious economic factors, the stability and continuity of supplies (especially in the corporate segment), as well as the quality of service (especially among business and corporate customers), are valid determinants in customers’ contemplation of a change of supplier.