1 Shippers Satisfaction Survey 2009 ATR services

Shippers Satisfaction Survey ATR Services 2 Introduction 1st 2009 Barometer The aim of this study is to : 1.Measure the level of knowledge of TIGF, its ATR offering and its services 2.Assess the shippers’ satisfaction level in regards to the commercial and contractual relationship with TIGF 3.Identify the areas for improvement The subjects discussed were the following : – Knowledge of TIGF, its ATR offering and its services – Commercial relationship – Communication tools – Invoicing – Complaints management – Perception of TIGF and shippers’ expectations Methodology : – Phone survey following phone appointments – 19 shippers (2 different contacts per shipper) called during May 2009 – Level of response = 100%

Shippers Satisfaction Survey ATR Services 3 Knowledge of TIGF, its transport offering and its services Shippers have a thorough knowledge of TIGF and its offering PEG TIGF, Powernext are in fact less quoted spontaneously than TETRA, but nonetheless known by the majority of interlocutors once brought up Shippers have a thorough knowledge of TIGF and its offering PEG TIGF, Powernext are in fact less quoted spontaneously than TETRA, but nonetheless known by the majority of interlocutors once brought up 52,9%23,5% 50%11,8%38,2% 70,6%23,5% 85,3%8,8% 85,3%8,8% Do you know the following services ? (while assisted) Do you know the following services ? (while assisted) TETRA PEG TIGF POWERNEXT SEJ SECONDARY CAPACITIES EXCHANGE MARKET Yes By name No 79.4% How would you define TIGF’s activity ? ( spontaneously ) Transport Stockage Network manager/operator Buying and selling of gas 70.6% 50% 8,8% Which services provided by TIGF do you know ? (Spontaneously) TETRA Nomination services tigf.fr Capacity reservation service 64,7% 11,8% 8.8% 64,7% 11,8%

Shippers Satisfaction Survey ATR Services 4 Transport offering and services satisfaction TETRA recorded a very good level of satisfaction The shippers are less active on Powernext, SEJ and the secondary market, but are over-all satisfied with them TETRA recorded a very good level of satisfaction The shippers are less active on Powernext, SEJ and the secondary market, but are over-all satisfied with them Very satisfied (VS), Fairly Satisfied (FS), Fairly Dissatisfied (FD), Not satisfied (NS), Not used (NU) What is your level of satisfaction regarding the transport services you are using ? % of users TETRA PEG TIGF POWERNEXT SEJ SECONDARY CAPACITIES EXCHANGE MARKET 38.2% 82.4% 47.1% 85.3% 38.2% VS FS FD NS NU Level of satisfaction amongst the users 76,9%23,1% 53,8%46,2% 18,8%68,8%12,5% 17,9%67,9%14,3% 20,7%75,9%

Shippers Satisfaction Survey ATR Services 5 Over-all, 82% of interlocutors consider TIGF’s ATR offering clear and transparent 41% of interlocutors however wish to obtain more information on these offers The contractual aspect is sufficient for 73.5% of the shippers interviewed The contract negotiations satisfy 73.6% of shippers (23.5% of them were not able to give an opinion) Regarding the evolution of the contract, all the shippers are satisfied (35.5% of shippers were not able to give an opinion) ATR offering and contractual management Over-all satisfied, shippers would nevertheless appreciate a simplification of the offerings and contracts Over-all satisfied, shippers would nevertheless appreciate a simplification of the offerings and contracts

Shippers Satisfaction Survey ATR Services 6 Do you know the interlocutors you may ask for if need be? Yes No 91,2%8,8% Commercial relationship (1/2) TIGF interlocutors are well identified and their availability is recognized Very satisfied (VS), Fairly Satisfied (FS), Fairly Dissatisfied (FD), Not satisfied (NS), Not concerned (NC) How satisfied are you with your interlocutors’ availability? VS FS FD NS NC 32,4% 58,8% 5,9% 2,9% Do you know that their contact details are available on Tigf.fr? 67,6%32,4% Yes No

Shippers Satisfaction Survey ATR Services 7 Commercial relationship (2/2) A good level of satisfaction in general Generally speaking, what is your level of satisfaction regarding your commercial relationship? Very satisfied (VS), Fairly Satisfied (FS), Fairly Dissatisfied (FD), Not satisfied (NS), Not concerned (NC) Level of satisfaction VS FS FD NS NC Quality of exchanges Contacts frequency Listening Reactivity Pro-activity 17,6%47,1%14,7%17,6% 29,4%50%8,8% 47,1%41,2% 32,4%52,9%8,8% 32,4%55,9%8,8%

Shippers Satisfaction Survey ATR Services 8 General information (1/2) The Forecast long term investment plan is the best known tool for shippers They’d like more general information The Forecast long term investment plan is the best known tool for shippers They’d like more general information 52,9%47,1% 29,4%70,6% 44,1%55,9% 85,3%14,7% Forecast long term investment plan Activity Report 2007 Institutional brochure Code of conduct Which brochure do you know among the following: Yes No To the question : «Generally speaking, would you say that you have all the information required?” 15% of interlocutors stated not to have sufficient information at their disposal, in particular at the operational level

Shippers Satisfaction Survey ATR Services 9 General information (2/2) The annual conventions are appreciated by all the attendees However, the content is perceived as too rich The annual conventions are appreciated by all the attendees However, the content is perceived as too rich 55,6%44,4% What is your level of satisfaction ? VS FS FD VD NC 52.9% of shippers have attended to at least one annual convention Very satisfied (VS), Fairly Satisfied (FS), Fairly Dissatisfied (FD), Not satisfied (NS), Not concerned (NC)

Shippers Satisfaction Survey ATR Services 10 Websites All the shippers are satisfied with the content of tigf.fr website However the ergonomics of the site are criticized by two thirds of them All the shippers are satisfied with the content of tigf.fr website However the ergonomics of the site are criticized by two thirds of them concertationgaz.com website : 56% of interlocutors know this website, but rarely visit it (less than once a month) Very satisfied (VS), Fairly Satisfied (FS), Fairly Dissatisfied (FD), Not satisfied (NS), Not concerned (NC) How satisfied are you with TIGF website ? [amongst the 32 interlocutors who are using it or have used it] VS FS FD VD NC 8,8%67,6%11,8% 8,8%50%29,4% 20,6%73,5% The content The ergonomics The framework Level of satisfaction

Shippers Satisfaction Survey ATR Services 11 Invoicing The shippers are satisfied with the invoicing Very satisfied (VS), Fairly Satisfied (FS), Fairly Dissatisfied (FD), Not satisfied (NS), Not concerned (NC) What is your level of satisfaction concerning invoicing ? [amongst the 22 interlocutors who have access to it] 45,5%40,9%9,1% 45,5%36,4%9,1% 59,1%36,4% Invoicing deadlines Invoicing accurateness Invoicing readability VS FS FD VD NC Level of satisfaction

Shippers Satisfaction Survey ATR Services 12 Complaints management 20% of interlocutors knew about the maximum delay for taking notice of complaints When informed, 30% were dissatisfied with the deadline 20% of interlocutors knew about the maximum delay for taking notice of complaints When informed, 30% were dissatisfied with the deadline Do you know the maximum deadline for taking notice of complaints? [5 days] Yes No 20,6% 79,4% Are you satisfied with this deadline? VS FS FD NS 29,4% 38,2% 29,4% 2,9% Very satisfied (VS), Fairly Satisfied (FS), Fairly Dissatisfied (FD), Not satisfied (NS),

Shippers Satisfaction Survey ATR Services 13 Perception of TIGF The shippers acknowledge TIGF as an actor one can trust NOTA : A comment concerning the storage activity has however been made by a shipper. Being outside of the transport perimeter it has not been taken into account for this analysis * The interlocutors not answering (I don’t know), are those who stated they do not have enough experience with TIGF to answer on that matter Do you agree with the following statement : “TIGF is an actor that makes all the arrangements necessary to guarantee a Non discriminatory behavior”? Do you agree with the following statement : “TIGF is an actor that makes all the arrangements necessary to guarantee a Non discriminatory behavior”? Definitely Fairly Not really Not at all I don’t know * 27,3% 57,6% 15,2%

Shippers Satisfaction Survey ATR Services 14 General expectations Shippers’ main expectation is the improvement of TIGF’s operational platforms The main expectations of shippers concern : –The improvement of the tools and platforms at their disposal : more functionalities and better ergonomics –A better coordination between transport operators –And to finish, shippers would like TIGF to be more responsive or even more pro-active

Shippers Satisfaction Survey ATR Services 15 As a conclusion Website satisfaction Knowledge of TIGF and its transport offering and services Transport offering and ATR services satisfaction Contract management satisfaction Invoicing satisfaction Commercial relationship satisfaction Complaints management satisfaction Communication tools satisfaction