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DolphinEnergy takes its commitments
to its customers extremely seriously.
The company has a limited number
of customers: two upstream and six
downstream. The companymaintains
good client relations, keeping close contact
andopen communication channels on
commercial andoperational levels. Based
on this detailed andongoing engagement,
DolphinEnergy believes it has a good
understanding of its customers’ needs
and requirements and the company
permanently strives to respondeffectively
to them.
Customer Satisfaction
Goals for 2010
WhileDolphinEnergy has a close relationshipwith customers, it is in the process of
developing amore structured process to seek and benchmark customers’ feedback
relating to satisfaction. DolphinEnergy aims to initiate this systematic feedback process
in 2010, including the creationof a “Customer Satisfaction Index”.
KPIs
2010Target
Number of unplanned supply disrup-
tions to customers
0
Customer satisfaction index
Develop an index
DolphinEnergy alsoaims tomeet or exceed its 2010 targets for the followingKPIs:
Over the past year, DolphinEnergy’s
customers have continuously indicated
informally at our coordinationmeetings
their satisfactionwith our services and
products, and there is no recordof any
customer complaints regarding breaches
of customer privacy. DolphinEnergy’s
marketing department adheres to the
provisions of the signed agreementswith
its customers and also toDolphinEnergy’s
CBC. The company strictly observes all
applicable laws relating to advertising,
promotionand sponsorship.
