Unionline Survey Results 2009

Union Gas is committed to being the pre-eminent provider of natural gas storage services in the Great Lakes basin, 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.

Union Gas recently conducted an online survey of Unionline subscribers (our web-based application that supports Union Gas' large business, and storage and transportation customer segments), to gather feedback that will help us continue to improve our system.

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:

• Since our last survey in 2007, overall satisfaction with Unionline has increased significantly from 72% to 83% (note: 66% is considered "performance excellence")
• Overall satisfaction with Unionline support staff came in at an amazing 93% rating
• System performance improvements resulted in a continually improving satisfaction rating of 73%; an increase from 63% in 2007 and 49% in 2004

These very positive results demonstrate that Union Gas is heading in the right direction – but the work doesn’t stop there. Union Gas will be using the 2009 survey results to determine how best to improve Unionline going forward. 

"Two years ago, based on feedback from customers, a number of internal groups set out to make specific improvements to Unionline." said Wayne Andrews, Manager, Gas Management Services. "It is very rewarding to see these survey results and we are committed to using the feedback from this survey to continue to improve our Unionline system, to make it even more function-rich, reliable, and high performing."