DeliveringCustomer Satisfaction
DolphinEnergy places a relentless focus
on improvingoperational reliability and
availability for our customers. In 2013,
DolphinEnergy achieved99.997%plant
availability, an improvement over 2012’s
availability of 99.93%.
We aim to forgedeep and lasting
partnershipswithour customers to
ensurewe aremeeting their needs.
Our customers have expressed adesire
for openness in communication inpast
satisfaction surveys: as a result, Dolphin
Energy continues to implement initiatives
to improve engagement with customers.
These include:
• offering site tours of our upstream
processing facilities at Ras Laffan to
helpour customers understand the
factors that affect the gas supply
• launching 'Spotlight' in 2013, our
exclusivequarterly newsletter for
customers, providing insight on the
latest initiatives anddevelopments
withinDolphinEnergy
• conductingbusiness relationship
forumswith individual customers
at the endof 2013 todiscuss the
indicative gas supply plan and the
scheduledmaintenance for 2014with
the commissioningof the new export
gas compressors. During these
forums, we alsopresented an energy
market overview andgavedetails on
the next customer satisfaction survey.
Customers expressedgreat
appreciation for thesemeetings
Customer Satisfaction
2010
2011
2012
2013
Customer SatisfactionScore
6.9
7.9
–*
**
SupplyDisruptions toCustomers
0
0
0
1
Downtime Incidents at the TaweelahReceiving
Facilities (TRF), inKuwait
0
0
1
1
* Customer satisfaction surveys are conductedbiennially from2011.
**2013Customer SatisfactionSurveywill be completed late in2014. Resultswill bepublished inour 2014 report.
DolphinEnergy
SustainabilityReport 2013
33
