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Customer Satisfaction
Weare committed tomeeting theneedsof
our customers.We listen carefully towhat they
have to sayaboutworkingwithus, and seek
tobe responsiveby implementingmeasurable
improvementswherever necessary.We continue
toengageand interactwithour customers
throughdifferent programs and initiatives such
as site tours, distributionof ‘Dolphinsight’ the
companynewsletter, andbusiness relationship
forums. The sitevisitshelpour customers learn
exactlyhowour processeswork, andunderstand
the factors that affect gas supply.
Our customer survey,whichwe conduct
biennially, is another importantmechanism in
whichweengagewithour customers, andwe
arededicated to improvingour customer
satisfaction survey scoreeachyear. Through
the surveywe seek input on topics related to
commercial relations,maintenanceprograms,
operational relations, safetyandenvironmental
protection, and theoverall perceptionofDolphin
Energy. The survey is conductedbyanexpert
independent consultant in coordinationwith
theMarketingandCommercial Division, and
examines theoverall satisfaction levelsof each
customer. Inourmost recent survey completed
in2014, the results indicatedahigh level of
customer satisfaction (8.4out of 10).
Wehavea customer complaints system in
place that also serves as a channel of feedback
fromour customers. Grievances submitted
by customers aredirectly reported to theCEO.
However, no complaintshavebeen received
todate.
Our customers in2015:
• AbuDhabiWater andElectricityCompany (ADWEC)
• Dubai SupplyAuthority (DUSUP)
• OmanOil Company (OOC)
• RasAl KhaimahGasCommission (RAKGas)
• Ras LaffanOlefinsCompany (RLOC)
• Qatar Petroleum (QP)
• Federal ElectricityandWaterAuthority (FEWA)
• SharjahElectricityandWaterAuthority (SEWA)
• AbuDhabi Gas Industries Ltd. (GASCO)
• Qatar International PetroleumMarketingCompanyLtd.
(Tasweeq)
Customer Satisfaction
2012
2013
2014
2015
Customer SatisfactionScore
7.9
*
8.4
*
SupplyDisruptions toCustomers
0
1
1
1
*Customer satisfaction surveys are conductedbiennially from2010.
