CUSTOMER FEED BACK ON PERCEPTION OF NATURAL GAS (NG) Name of Customer : PART A : Basic Information 1.

Which of the following best describes the principal industry of your organization (Please any one of the following.) A. Manufacturing B. Power C. Fertilizer D. Hospitality E. Others 2. For what purpose natural gas is used by your company (Please any one of the following.) (Rs. Per month) A. Paint Shop B. Fuel for Gas Turbine/Gas Engine C. CGD D. Feedstock E. Others 3. What is the daily consumption of natural gas of your plant (in Standard Cubic Metre per Day)? A. 0-100 B. 101 1000 C. 1001 10000 D. 10001- 100000 E. More than 100000

4. What is the landed cost of natural gas for your company (in Rs per Standard Cubic Meter)? Ans: 5. What is the alternative of natural gas for your plant operations? (Please any one of the following.) a) Power from state grid. b) Furnace oil c) Diesel d) LPG e) Others

6. Natural gas is used by your organization because (Please suitable options) A. Natural gas is cheaper than its alternative B. Natural gas is easier to handle as compared to its alternative. C. Natural gas is relatively more environment friendly D. All the above E. Any other reason

7. If the price of natural gas increases by 10% , how will it affect your demand for natural gas? Ans :

8. Which issue do you think is the most important to select fuel ? Please rank the following as per your preference. Sl. No. Fuel Rank (1- First preference

6-least preference) A. B. C. D. E. F. Convenience (Availability and handling) Operational Safety Process efficiency Cost effectiveness Maintenance Environment Friendliness

9. At what price of gas , will you consider shifting from gas to its alternative for running your operations? (Please any one of the following.) Ans : 10. Do you feel that prices of gas should be controlled by government (Please any one of the following.) A. Yes B. No

CUSTOMER REQUIREMENT & SATISFACTION SURVEY

S.N o 1. Elements
Strongly disagree Disagree

RESPONSES
Neither agree nor disagree Agree Strongly agree

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PRODUCT QUALITY. 1. NCV-always in range 2. C/H Ratio-always in range 3. Impurities-no dust/water 4. Sulphur content-very low 5. Pressure and Temperature-in limits 6. Condensate-never PRODUCT PERFORMANCE. 1. Throughout mostly as per requirement. 2. Specific energy/gas consumption within limits. 3. Frequency of process interruption due to bad quality of NG is very low. 4. No frequent High/low pressure/ temperature affecting process. DELIVERY. 1. Quantity supplied is adequate. 2. Delivery is consistent. 3. Gas company manages gas from multiple sources with different terms & conditions. (Total fuel management) Fall back arrangement for drying out reserves. SERVICE. 1. Response to breakdown is quick. 2. Gas company people are courteous. 3. Gas terminal executives are technically competent. 4. Company responds to day to day queries . 5. Daily/Timely information on gas supply / allocation is provided to customer. COMMERCIAL & CONTRACTUAL FACILITATIONS BY GAIL. 1. Timely and accurate invoice are generated by the gas company. 2. Metering of gas is accurate & transparent. 2. Limit of 3 days for payment is realistic. 3. Take or pay in case of shutdown & low Pressure is good for both the parties. 4. Contract not one sided, highly in favour of consumer. IMAGE. 1. Ethical Standards of gas supplier are high 2. Transparency in dealings is very much there.

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