TOP OF THE HEAP
Williams leads Mastio survey for energy providers in midstream and pipeline services
The Mastio survey is an industry-wide study that identifies and quantifies the perceptions and needs of natural gas pipeline customers . Results from this survey help us improve our service to customers and helps us make significant progress in our quest for excellence .
This year , we were particularly excited to win the Mastio Quality Award for Midstream Services . This award is given to the midstream supplier with the highest overall score based on attributes that affect quality of service — in terms of noncost factors .
Williams also scored a 107.72-weighted score on quality . And , we improved our overall Net Promoter Score ( NPS ) of 24.4 percent , beating the average Net Promoter Score of 14.9 percent by nearly 10 points .
Our score lowered only slightly from the 25.8 % we scored in 2014 . But , our NPS score shows that Williams is holding firm even in turbulent times .
“ We are thrilled that we had 94 customers rank us — more rankings than any other company ,” says Teri Dreyer , director of Market and Customer Intelligence . “ In the tough year we ’ ve had , we are pleased to see so many customers take the time to provide feedback so we can continuously improve our service to them .”
Also for midstream , we ranked first in ease of contacting the right person to help and providing timely notices of downtime . Williams ranked second in minimizing down time and providing reporting on reliability .
“ We have worked hard to create a reliability reporting process that customers find valuable ,” Dreyer adds . We are pleased to see this effort paying off .”
Our gas pipelines topped the overall rankings in this year ’ s survey . Northwest Pipeline and Transco ranked number two and number five , respectively . Both have placed in the top five of their category for more than five years .
In the last Mastio survey of interstate pipeline customers across the United States , Northwest Pipeline maintained its rating in the top 10 % of pipelines , coming in fourth place out of 41 interstate pipelines for overall quality of service .
“ We are thankful to our pipeline customers for recognizing our efforts ,” Dreyer says . “ Since receiving the results of that survey , we have been busy fine-tuning our customer service based on the feedback we received from you .”
We are pleased with the results from this year ’ s survey , but understand that our work isn ’ t done .
For our midstream services , for instance , we only ranked in the bottom half on one metric : scheduled projects completed on budget . “ Project execution is and will continue to be a focus for our engineering and operations teams ,” Dreyer says .
And we ’ ll continue to focus on improving our pipelines by increasing the functionality of Northwest Passage , improving the interconnect construction process and helping our Marketing Services representatives better understand our customers business needs .
“ We sincerely appreciate your participation in this survey ,” Dreyer says . “ Your opinions help shape and prioritize any future changes and enhancements to the services we provide .” ■
“ We are thrilled that we had 94 customers rank us — more rankings than any other company .”
Teri Dreyer Director Marketing & Customer Intelligence
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