Union Gas Limited

2011 Unionline Survey Results

Union Gas is committed to being the supplier of choice for Storage and Transportation services in the Great Lakes basin and American North East, while creating highly-valued natural gas delivery services.  Providing our customers with effective services and tools that help them manage their own business is an important step in developing win-win relationships.  One of these tools is Unionline; Union Gas’ online informational and transactional platform for business customers.  Union Gas has been conducting bi-annual customer online surveys since 2004 in order to gauge the effectiveness of this tool and to understand what needs to be done to make it better.

The results from the 2011 survey are in and Union Gas is pleased to announce that customers continue to see and confirm improvements along all attributes of satisfaction.

The survey covered a variety of topics, including:

• Ease of use (friendly interface, easy to find things, consistent, appealing)
• Functionality (are transactions and data meeting customer needs)
• Reliability (is the system available when our customer needs it)
• Performance (so that our customer doesn’t have to wait)
• Support (do questions get answered, is documentation adequate)
• Reaction to recent improvements and requests for future improvements
• How Unionline compares to other systems

Some notable highlights:

• Overall satisfaction with Unionline has increased from 83% in 2009 to 88% in 2011 (note: 66% is considered "performance excellence")
• 70% of users indicated that Unionline is better than other similar online informational and transactional platforms
• System performance improvements continue to see dramatic improvements.  The 2011 satisfaction rating is 86% which is a 13% improvement over the 2009 rating of 73%.   In fact system performance has improved steadily from 37% in 2004 to 83% in 2011
• Overall satisfaction with Unionline support staff came in at an amazing 94% rating
• Customers also said that all of the functional enhancements made to Unionline since the last survey were valuable to them

These positive results demonstrate that Union Gas continues to move in the right direction – but the work doesn’t stop there.  Union Gas will be using the 2011 survey results to determine how best to improve Unionline going forward.

Where do customers want us to go next?

Based on this year’s survey results including customer verbatim comments, we heard that customers want us to explore mobile access to Unionline functionality in addition to providing new functions.  “This year’s survey has validated that we successfully focused on improving system performance issues that were identified from the last survey as well as implementing some new functionality to improve the nomination process” said Wayne Andrews, Manager, Gas Management Services.  "Now we can look forward to introducing some exciting new functionality by exploring the world of mobile access.”