PG&E operates one of the largest gas transmissions services in the nation. In total, the company operates more than 6,000 miles of transmission and backbone pipeline.

While a good portion of the gas ultimately enters the distribution network to serve residential customers, PG&E's California Gas Transmission (CGT) business unit markets and sells natural gas to wholesale gas suppliers, marketers and producers.

As part of their continuous improvement journey, the CGT unit partners annually with Bourke Business Intelligence, a company that surveys and assesses relationships between businesses and customers, to conduct an annual survey of PG&E's largest gas transmission and storage customers.

For 2021, PG&E received an overall composite score of 9.5 out of 10 - the company's highest ever Bourke-conducted survey results.

"We carefully review the results of this survey and utilize the customer feedback for continuous improvement related to products, communications, systems and services," said Allen DeBrum, manager of the Gas Transmission Trading, Wholesale Marketing department. "In 2021, we enhanced our proactive customer communications focusing on offering customer training, system upgrades and ultimately sought to understand how we could better meet their needs on a daily basis."

The survey sought insight into overall customer satisfaction and benchmarked against other natural gas transmission pipeline operators. Customers cited CGT's culture of customer service and willingness to listen and respond to requests and concerns as drivers for the high rating.

"I consider CGT the gold standard of gas marketing across the natural gas grid for both service and operations," said one CGT customer. "Their service is the very best, and they're very proactive … "

The final question asked customers how they would rate CGT's customer service compared to that provided by other pipelines. Of those who responded, 95 percent rated CGT's service "better" or "much better" than the service provided by other natural gas pipelines with whom they do business.

Email Currents at Currents@pge.com.

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Pacific Gas and Electric Company published this content on 10 January 2022 and is solely responsible for the information contained therein. Distributed by Public, unedited and unaltered, on 10 January 2022 23:07:01 UTC.