Inorder to facilitate the
company’screationof
new specific initiativesand
communicationchannels
with itscustomers, Dolphin
Energy launchedacustomer
satisfaction survey in2010.
Thecompanyattaineda
baseline scoreof 6.9 in2010
(a scoregreater than7 is
considered tobeexcellent)
and the resultswere
presented toDolphinEnergy’s
seniormanagement team.
The survey’smain areas
of focuswere: commercial
relations,maintenance
programs, operational
relations, safety and
environmental protection,
andpublicperceptionof
DolphinEnergy. In addition,
the survey examined the
overall satisfaction levels
of each customer.
The summary conclusionswere as follows:
•Nearly all customers agreed that DolphinEnergy
has high levels of safety and environmental
protection standards.
• The least-satisfied customers strongly
emphasized the importance of transparency, open
communication, and strong commercial relations.
• The overall perceptionof DolphinEnergy is positive.
It is generally seen as amodern, innovative company
withgoodobjectives, and the company is viewed as
a goodbusiness partner.
•Prioritization and timingof actionable items should
beperformed in consultationwith the customers.
Thiswill enhance satisfaction levels.
•Customersweremost concernedwith
maintenance-related issues anddisruptions.
Several areas of improvement were identified as
factorsmost likely to increase satisfaction; these
included the aligningofmaintenanceplanswith
customers, improvement of communications and
status updates, and avoidance of slippages in
planneddates. DolphinEnergy’s efforts to improve
in these areasweremet with customer appreciation.
EmbracingSustainability is
crucial for DolphinEnergy
toensure it fulfills its long
termsupplycommitments
tocustomers ina responsible
manner. Sinceproduction
began, DolphinEnergyhas
madesignificant contributions
to theeconomic valuechainof
threeGCCcountries -Qatar,
theUAEandOman.
AjlanKhalifaAl Qubaisi
VPMarketing&Commercial
“
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Customer SatisfactionSurvey
The exercisewas repeated again in 2011, with10 customers
surveyed, compared to eight theprevious year. The customer
responses showed that improvementsweremade in all
categories. DolphinEnergy’s overall satisfaction score in the
2011 surveywas 7.9.
