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1999 Mastio Natural Gas Pipeline Survey

1999 Mastio Natural Gas Pipeline Survey. Results for Transwestern Pipeline Company March 30, 2000. Mastio Index Rankings for Interstate Pipelines*. High Score. 100. The industry mean increased 2.2% from 1998 to 1999 Transwestern’s average score decreased .2%. 90. 80. 70.

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1999 Mastio Natural Gas Pipeline Survey

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  1. 1999 Mastio Natural Gas Pipeline Survey Results for Transwestern Pipeline Company March 30, 2000

  2. Mastio Index Rankings for Interstate Pipelines* High Score 100 • The industry mean increased 2.2% from 1998 to 1999 • Transwestern’s average score decreased .2% 90 80 70 60 NBPL TW NNG FGT All others Transwestern’s overall ranking fell slightly, from 9th out of 46 to 11th out of 50. 50 40 30 20 10 Low Score 0 *Includes all 50 interstate pipelines surveyed

  3. Mastio Index The Mastio Index is a composite of the overall service, overall performance, overall preference and the 40 customer service attributes measured, weighted by the customer needs as defined by all 1,257 customers surveyed. The overall scores are converted to a 100 point scale with a higher score being preferable. “Overall service” 25% “Overall pipeline company performance” 25% “Rank in order of preference” 25% Need weighted composite of the 40 attributes 25% 100%

  4. Glossary of Terms • Mean - The average score of the information extracted from the number of respondents - thus, the mean can vary depending upon the data extracted • Industry group - Industry respondents • Focus Group - Customer list TW provided Mastio • Industry mean - The average score from all 1,257 industry respondents • Focus Group mean - The average score from all 23 focus group respondents • Commercial - Marketing • Commercial support - Market services • Attributes - Mastio provided statements ranked by respondents on a scale of 1 to 5 • Score/Rating - The respondents used a scoring system of 1 to 5 Rating Scale 1=Excellent 4=Below Average 2=Good 5=Poor 3=Average

  5. Attributes Top 15 Attributes ranked in order of importance by all industry respondents in 1998 1. Transportation pricing is competitive 2. Dependability in agreements and commitments 3. Timely notifications before initiating restrictions 4. Accuracy in scheduled gas volumes 5. Accurate measurement of volumes 6. Reliability of primary firm gas transportation 7. Gas metering systems are accurate 8. Ability to negotiate discounts 9. Attitude of continuous improvement 10. Reps who listen well 11. Availability of capacity 12. Simple and straightforward scheduling 13. Responsive sales and service personnel 14. Pipeline understands your needs 15. Real-time pipeline operations information New Attributes added in 1999 and not yet ranked by industry 1. Trustworthiness of pipelines 2. Internet/EBB access to pipeline information

  6. TW FOCUS GROUP

  7. Customers in TW Focus Group* * PG&E (LDC) was a part of the TW Focus Group, but they did not respond to the survey. PG&E makes up 13.14% of TW’s revenue.

  8. Customer Focus Group (cont’d) • The following focus group customers were identified based on available data • SoCal • USGT • Duke Energy • Agave • PNM • Williams Energy • None of TW’s Focus Group customers planning to switch pipelines within the next two years.

  9. Transwestern Areas of Strength & Areas Needing Improvement* Areas of Strengths Areas Needing Improvement** • Ability to negotiate discounts • Storage service • Reliability of primary firm gas transportation • Competitive transport pricing • Availability of capacity • Timely notifications before initiating restrictions • TW - 2.00 • Mean - 1.89 • Reps communicate clear tariff information • TW - 2.20 • Mean - 2.11 • Responsiveness of voicemail systems • TW - 2.06 • Mean - 1.98 • Gas pooling and aggregation service • TW - 2.17 • Mean - 2.12 • Accurate, concise, & understandable contracts • TW - 2.20 • Mean - 2.17 * This is a list of TW’s top 5 strengths and the 5 areas that need to see the most improvement. It is based on an average of all 40 attributes rated by TW’s Focus Group. ** Even though these are below the mean, TW received a good to excellent rating.

  10. COMPETITION

  11. Overall Performance ScoresBy Industry Pipeline TW El Paso PGT Kern River NW Mean 2.23 2.17 2.47 2.19 2.00 2.15 Overall Performance 25% 2.95 2.49 3.09 2.80 2.52 2.96 Overall Preference 25% 2.24 2.17 2.44 2.13 2.03 2.28 Overall Service 25% Needs Weighted Composite of 40 Attributes 2.24 2.16 2.38 2.23 2.21 2.27 25% 2.25 2.60 2.34 2.19 2.42 Average 2.42 2 5 3 1 4 Ranking

  12. ACTION PLAN

  13. 1. Timely notifications before initiating restrictions. 1. Evaluate sending e-mail notices on outages. Re-evaluate simplification of current outage posting format. Currently, gas control coordinators call customers and post notices on EBB. Proposed elimination of the SoCal Window through the SoCal Gas Industry Restructuring proceeding (summer of 2000). Validate EPSQ up front in the nomination process (11/99). E-mail scheduled cut notices to customers (10/99). Transwestern Action Plan Item Action

  14. 2. Pooling and balancing services 3. Reps communicate clear tariff info 2. Implementation of the PG&E Market Center. Evaluate the implementation of similar market center services with other parties e.g. SoCal. Investigate the potential offering of SBS on TW. Evaluate delivery into a pool from IT and FT services. 3. Marketing will utilize face to face customer meetings to communicate tariff changes and new services. Increase the regulatory review of tariff changes with Market Services and Marketing from once per year to twice per year. Continue recently implemented Marketing and Market Services monthly meetings to facilitate consistent communications. Transwestern Action Plan (cont’d) Item Action

  15. 4. Responsive voicemail systems 5. Accurate, concise, & understandable contracts 6. General 4. Implementation of telephone pick groups and backups in Marketing Group. Market Services monitor voicemail responsiveness through weekly random checking. 5. Initiate Document Control Project for 2000 implementation. Review of contract terms with new hire representatives on an on-going basis. 6. Marketing to implement scorecard with top revenue customers e.g. defining what is customer service. Follow-up on Mercer? Transwestern Action Plan (cont’d) Item Action

  16. 7. Mastio Study 7. Follow up with Mastio on our feedback for enhancements for 2000 survey: Weight of the 40 attributes and overall questions. Further clarifications of attribute questions e.g. “Trustworthiness of pipeline”. Industry respondents re-rank attribute questions in order of importance for 2000. Transwestern Action Plan (cont’d) Action Item

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