During the pandemic, the PGNiG Group companies have been developing online contact methods so that the entire customer service process can be handled without direct contact.
PGNiG OD has been consistently building PGNiG’s image as a professional and trusted supplier of gas, but also as a brand that is committed, friendly and, primarily, close to the customer. Aware of the large size of its customer base (over seven million customers), the company carries out all actions and initiatives focused on social issues with the utmost sense of responsibility and attention.
customers
Priorities in 2020 were to ensure comprehensive customer service during the COVID-19 pandemic, i.e. to develop communication with customers through digital channels and to ensure customer and employee safety at customer service offices. In addition, the existing long-running social climate initiatives (e.g. the ‘Informed Customer’ campaign and provision of comprehensive service to hearing-impaired customers) were maintained.
In the course of the fight against COVID-19, PGNiG OD took a number of measures and initiatives, related in particular to mass communication encouraging the use of remote customer contact and service channels, and changes related to the operation of brick-and-mortar customer service offices during the pandemic resulting from new restrictions and guidelines. These included:
In May 2020, the ‘Przejdź na EKOfakturę w PGNiG’ (‘Switch to EKOinvoice at PGNiG’) campaign was launched to:
Promoting remote service channels (eBOK and ‘Switch to EKOinvoice at PGNiG’), was designed to promote remote communication channels: eBOK, the mobile application and remote conclusion or amendment of agreements. In the period from January to the end of December, 492,000 new eBOK accounts were opened and 417,000 new consents were obtained for issuing EKOinvoices. Activation of an eBOK account is equivalent to acceptance of the rules for the service provision by electronic means.
PSG was running the ‘Przyłącz się do nas’ (‘Connect to Us’) information campaign to encourage the largest possible number of people to activate a gas connection, and to demonstrate that natural gas is an environmentally friendly fuel and its use for house heating is not only economically viable but also environmentally responsible. The campaign was also intended to dispel the myths around the use of gas for heating, often arising from limited knowledge. The project is targeted primarily at municipal/village areas where PSG records the largest numbers of inactive gas connections.
The campaign is supported by two channels of access to potential customers: the direct one, through dedicated posters and leaflets distributed to municipal offices, as well as AdWords advertising; and the indirect one, i.e. through the media.
An important element of the campaign is the creation of an ‘Aktywni na nowo’ (‘Active Anew’) sub-page of PSG’s main webpage, with a special questionnaire to identify the reasons for a customer’s not using a gas connection
An online tool launched by PSG enabling customers to apply for service connection without leaving their home. The solution has also helped shorten the application processing time. Launch of the Service Connection Portal prevented any pandemic-related dwindling of interest in gas network connections. Within less than ten months from its launch by PSG, more than 56,000 gas network connection applications have been submitted and nearly 60,000 users have opened their personal accounts in the Portal. The Service Connection Portal is PSG’s electronic customer service office, which guides a customer throughout the connection process.
The solutions implemented have materially shortened the application processing time and the time needed to define the terms and conditions of a connection. The average processing time for applications submitted in a traditional way is one week. For applications submitted through the Service Connection Portal, the time is up to three days shorter.
PSG continued a visual standardisation project at its Customer Service Points (CSPs), accompanied by related activities, such as legible and up-to-date marking of buildings and access paths to CSPs, provision of dedicated parking spaces for customers, removal of architectural barriers, and upgrade of common areas.
Implementation of a telephone and system-based customer service at the Contact Centre throughout PSG’s operational area. The solution enables, among other things, connection to the gas network, execution of investment projects, handling of complaints, as well as, in selected areas, handling of service orders and reception of gas meter readings. A benefit of the solution is a standardised telephone customer service process by introducing uniform scripts for consultants, which raises the service quality. It also helps improve the quality of indirect customer service by using available communication channels. Following extension of the Contact Centre working hours, the telephone call times were shortened and the availability of information to customers was improved. At the same time, PSG embarked on a project to implement a virtual consultant to support telephone customer service at the Contact Centre (Chatbot and Voicebot).
GSP was involved in a project to enable the submission and review of applications for execution of Storage Services Agreements (SSAs), as well as their execution via the online Storage Services Platform (SSP). An important module of the Platform is the one supporting the application submission process, enabling customers to conveniently go through the entire process. As a result, the purchase of storage services is significantly simplified thanks to automation of individual activities provided for in the schedule, such as the acceptance of applications, their processing and informing applicants about the services received and the contract being concluded.
The Group companies examine and strive to maintain a high level of customer satisfaction, with the scale and scope of such surveys varying from company to company. In December 2020, PGNiG carried out a satisfaction survey among its strategic customers. The questionnaires returned revealed that 100% of PGNiG’s customers would be willing to recommend PGNiG to other entities. As part of the assessment of individual stages of cooperation between PGNiG and its trading partners, the highest scores were given to: ‘Settlement process’ and ‘Contract performance process’. In the customer service area, the highest scores were given to ‘Easy contact with/availability of PGNiG staff’ and ‘Customer service quality’. On average, the cooperation with PGNiG and its customer service were assessed as more than good (3.4 and 3.6, respectively, on a four-point scale, where 3 stands for ‘good’ and 4 for ‘very good’).
customers would be willing to recommend PGNiG to other entities
Seeking to find out how consumers assess its products, PGNiG OD conducts satisfaction surveys both among its household and business customers. The Company also regularly undertakes a tracking survey of the brand awareness, image and effectiveness of advertising activities. In addition, the following surveys were carried out: ‘Survey of customer behaviour and experience related to the activation and use of eBOK/EKOinvoice at PGNiG’ and ‘Survey of the visual attractiveness and content of PGNiG Obrót Detaliczny’s Facebook account’. Other surveys concerning a product concept and communication method are also run at the stage of preparations for a product launch. In justified cases, pre-tests of product concepts are also carried out.
In March and April 2020, PGNiG OD carried out a ‘B2B customer satisfaction survey’. The overall customer satisfaction indicator (CSI) was 91%, which represents a statistically significant increase relative to 2019 (87%). The indicator values for various segments were similar, with the highest (94%) in the institutional customer segment. A high satisfaction indicator (88%) was recorded for account manager services. Apart from services provided by account managers, the highest satisfaction indicators were achieved for supplies (94%), the quality of products and services supplied by PGNiG (93%), eBOK Biznes 24 (89%), as well as the ‘quality to price ratio’ for services and products (89%). The NPS (Net Promoter Score) for all B2B customers was 22, which means a significant increase compared with 2019 (7).
overall customer satisfaction indicator (CSI)
PSG conducted its fourth survey to measure customers’ satisfaction with the gas network connection process. The survey was carried out by an independent external firm in the form of computer-assisted telephone interviews. The questionnaire contained closed-ended and open-ended questions on how the connection process could be improved.
The 2020 average rating of customer satisfaction with the gas network connection process was 4.20 (on a scale from 1 to 5). In the previous survey, the rating was 4.05 (down from the earlier 4.16), which means an increase in customer satisfaction recorded in the most recent survey. The survey covered the timeliness, quality of service, method of communication and cooperation with the contractor.
PST improved its online reputation on Google pages, climbing from star rating 2.7 to 4.3. The company also conducted a customer satisfaction survey among its existing customers, with 80% of customers rating their satisfaction at 8 or higher (on a scale from 1 to 10). The high customer satisfaction level was also confirmed by the 92% recommendation score from Check24.
In 2020, GSP carried out a survey to assess its customers’ satisfaction with respect to communication about the provision of gaseous fuel storage services, including the availability of information on the storage services offered, GSP’s availability for contact during the provision of storage services, possibility of submitting comments on the Rules of Storage Services and transparency of information on the GSP website. The survey was carried out using a questionnaire. The questions were addressed to the company’s customers. A survey participant could choose from among the following three scores: 1 – not satisfied, 2 – have no opinion, 3 – satisfied. All the surveyed areas of customer communication were given the highest score possible, which warrants the conclusion that those surveyed are satisfied with their communication with GSP. None of the areas surveyed received the lowest score.
In 2020, the PGNiG Group companies added the following solutions to their offering, after prior consultation, in response to the reported needs:
An insurance policy providing access to legal advice and reimbursement of the cost of a lawyer’s remuneration, addressed to individual customers (PGNiG OD).
An insurance policy providing access to legal advice and reimbursement of the cost of a lawyer’s remuneration, addressed to businesses (PGNiG OD).
Guaranteeing easy and prompt access to medical services: medical (including telephone) consultations, basic medical and nursing procedures, laboratory tests and medical assistance (PGNiG OD).
Products offered by the Group contributing to environmental or climate improvement include:
The PGNiG Group is the leader of the Polish natural gas market, with a modern and efficiently managed structure. Its operations span almost the entire value chain in the gas sector, and the Group also holds assets in the fuel and power sectors. The Group comprises companies with diverse business profiles, placed along the supply chain.
On the gas market, the PGNiG Group companies are present along the entire supply chain, including production, distribution and sales, both direct and through the Polish Power Exchange.
PGNiG and its subsidiary PGNiG Upstream Norway AS engage in exploration for and production of natural gas and crude oil from fields in Poland, Norway and Pakistan (where the output is immediately sold on the local market). Since 2019, PGNiG has also been involved in oil and gas exploration in UAE. The Group purchases gas from countries east of Poland through the Yamal pipeline and via the LNG terminal from Qatar, the United States and Norway.
In the distribution segment, it relies on the transmission infrastructure owned by Operator Gazociągów Przesyłowych Gaz System SA and uses the PGNiG Group companies’ own resources, including in particular the infrastructure of Polska Spółka Gazownictwa sp. z o.o., with connections to end customers, and Gas Trading SA (distribution of liquefied gas) as well as gas storage facilities (Gas Storage Poland sp. z o.o. and PGNiG). Gas is sold in Poland on the Polish Power Exchange, directly to wholesale customers, and by PGNiG Obrót Detaliczny sp. z o.o. to retail customers. It is exported to Ukraine as well. PGNiG Supply and Trading GmbH sells gas to end customers in Germany and other markets.
PGNiG produces crude oil from combined gas and oil deposits, and sells the oil directly to its licence partners and co-operators.
The PGNiG Termika Group is an electricity and heat producer. Electricity is produced from natural gas and hard coal. Heat is sold for distribution, including to Veolia and end users.
The PGNiG Group also provides auxiliary services for its core business areas, including geophysical services supporting exploration for conventional and unconventional oil and gas, onshore drilling services, specialist construction, design and broadly defined maintenance and financial services.