Union Gas' 2012 Proprietary Survey Results


July 9, 2012
At Union Gas we strive to be the Supplier of Choice for all of our customers.  In order to be successful, we are committed to continuously improving our services based on your feedback and responding to your changing needs.

Recently we reached out to over 150 of our storage and transportation customers asking them to let us know how we are doing; identify ways to improve our service offerings and how we can enhance the customer experience.  While most feedback was positive, some key themes for areas of improvement emerged.  We value your input and are taking action to address the items that you have identified.

INVOICING AND THE CONTRACT PROCESS

Several opportunities for improvement in the invoicing process were identified.

A number of customers wanted the option to be invoiced in both Canadian and U.S. currencies (vs. the current offering of CAD or USD, but not both).  In response, we are currently investigating the feasibility of providing this option.

Customers also told us that they would like quicker access to their Union Gas invoices. Currently, you can view your invoice as soon as it’s processed, if you are registered for our Unionline service.  When you choose the paperless invoicing option, you will receive an email notification as soon as your invoice is available on Unionline.   Visit the following link for the correct forms to get you started: Unionline Access Request.

We are also looking at other enhancements to ensure that you receive your invoice more quickly.

WEBSITE NAVIGATION AND MOBILIZATION

The goal of the Storage & Transportation section of uniongas.com is to add value for our customers.  The website provides up-to-date product and service information such as rates and other valuable resources including interactive system maps, customer presentations and open season announcements. Customers can also access Unionline - our online nomination and invoicing tool. 

Over the past year we have devoted a significant amount of effort to improving our website performance and content and we are working to further improve your overall customer experience through enhanced interaction and additional methods of communication between all parties:

  1. Work is underway to enhance navigation between uniongas.com and Unionline, allowing for a smooth transition between the secured and unsecured sites.
  2. "Mobilization" of the nominations process in Unionline, will be implemented in the first quarter of 2013.  Our goal is to increase the ease of doing business with Union Gas by providing our customers with the appropriate mobile platform from which they can access Unionline (i.e. Safari, Chrome, etc.)
  3. We are also committed to increasing the use of instant messaging for greater access to our commercial and operational agents.

Through Website Feedback, you can provide input on our website and/or suggestions to improve quality and content at any time.

MORE TO COME

Our goal of becoming the Supplier of Choice for natural gas storage and transportation services can only be achieved by listening to what our customers have to say and demonstrating a commitment to meeting your changing needs.  We heard much more from customers and additional progress updates will be provided at the August Customer Meeting in Toronto, and through periodic articles such as this.

WE THANK YOU

Thank you to those of you who took the time to participate in our survey and in the interview process.  If you aren’t doing so already, please visit uniongas.com - Storage and Transportation and get started doing business with us today!