Objective 1
To create an effective and user-friendly self-service platform
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.
PGNiG Technologie – Naftomontaż Branch of Krosno carries out two types of surveys:
- Supplier satisfaction surveys (for each type of supplies: designs, materials and products, subcontracting and services);
- Survey of customers’ satisfaction with their relationship the Branch.
Surveys are carried out annually among the stakeholders cooperating with the company, that is, customers, subcontractors and suppliers. For the Branch, analysis of the collected data is a source of knowledge on their customers’ perception of their relationship with the Branch, as well as of its employees and products. For its participants, it is an opportunity to assess the existing relationship and suggest new solutions.
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 process would not be effective without project owners’ feedback, and in order to obtain such feedback, the Branch runs its periodic satisfaction surveys.
The customer satisfaction survey is carried out with the use of a questionnaire sent to the project owner once the project is completed. The questionnaire covers all the investment tasks executed by PGNiG Technologie – GAZOBUDOWA Branch. The project owner then answers the questions concerning the timeliness, organisation and quality of work, whether its requirements and expectations have been met, and whether it would be willing to continue the cooperation. Twice a year, a report is prepared presenting a synthetic assessment. These reports serve the basis for identification of suitable corrective steps, which are taken under the quality management system implemented at PGNiG Technologie – GAZOBUDOWA Branch (quality book and ‘Marketing research and market analysis’ system procedure). In 2011, the average marks awarded by customers in the six areas covered by the questionnaire (including professionalism, timeliness and quality) exceeded 4 (Satisfactory), with most being at the highest level (5).
A material indicator of the Branch’s reliability and strong market position is its customers’ inclination to recommend the use of the Gazobudowa Branch’s services to other entities. All respondents declared that they would recommend Gazobudowa and issue references.
PGNiG Technologie – GAZOBUDOWA Branch holds the Integrated Quality, Environment, and Safety Management System certificate, and the management quality certificate for welding.
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 company is recognised in the oil and gas industry as a reliable and professional contractor executing its tasks in a timely manner.
In line with the applicable internal procedures, customer satisfaction is surveyed on an annual basis. The final grade is based on a customer satisfaction questionnaire, the minutes of meetings with customers, and customer complaints. The adopted survey methods are adequate to the Branch’s business profile and its survey results are a reliable source of information.
Questionnaires are addressed to entities for which PGNiG Technologie – ZRUG Branch has been performing construction and assembly work in a given year. The questionnaire includes 12 questions relating to various aspects of the services provided, as well as to an overall assessment of their cooperation. Each question is graded on a 0–10 scale, and respondents reply to individual items and grants an overall mark assessing their cooperation as a whole. The average mark granted by the respondents of the 2011 customer satisfaction survey in that category is 8.6.
The Branch conducts all construction and assembly work in compliance with stringent environmental standards, which fact is appreciated by the customers, as is the timeliness of the work performed. The price of the services performed is the worst assessed aspect of their cooperation. However, as contracts are awarded after a tender process, it is the market conditions that have a decisive effect on the price.
Apart from satisfaction surveys, information on customer satisfaction is also sourced from the minutes of meetings with customers and references, which also play an important role in tender procedures.
The high quality of their services and excellent cooperation with customers in 2011 was confirmed by the award granted to the Construction Team Management of Kielce by the Director of KSG Sp. z o.o. – Gas Distribution Division of Kielce. The value of the award is further enhanced by the fact that numerous thriving gas companies operate in the area of the Division’s activity, and the project owner’s supervision and requirements are highly restrictive.