The annual Customer Satisfaction Survey was conducted last fall. As in past years, the market research firm Ipsos Reid conducted the survey on our behalf, using telephone and web-based questionnaires. We would like to thank those who participated in the 2006 survey. The feedback from the survey provides a very important snapshot that shows us where we have made gains and areas for improvement. The results from this survey are also used in the development of objectives for 2007 and beyond.

Please refer to the following graph which shows the results for 2006 in the core processes we measure relative to scores from last year’s survey.

Customers gave the highest marks to our call centre, transactional systems and staff. This reflects our commitment to customer service, with a particular focus on making it easy for customers to do business with us.

Many customers indicated they would like to see TransCanada increase service flexibility. With an operational excellence strategy, it is a challenge to significantly adapt and customize existing systems and processes without incurring significant costs and keeping operations simple. One example where this was achieved is the development of the new Short-Notice services on the Canadian Mainline. Approved by the NEB on Dec. 14, 2006, the new services provides up to 96 nomination windows, an increase from the number offered with existing services.

Customers who deal with senior management acknowledged efforts to improve communications and building relationships, however, some noted they would like more of a focus in the areas of leadership on industry issues, collaboration and consistent policy application. During 2007, we will be placing particular emphasis on enhancing our senior management relationships.

“As industry issues become more complex, it makes sense that customers will continue to desire increased flexibility,” says Max Feldman, senior vice-president, Canadian Pipelines. “We are very pleased with the overall results and feedback we’ve received. In particular, I’m encouraged by how the collaborative processes we have developed with the industry continue to be productive and sense that an ongoing dialogue and a careful approach to costs and benefits will continue to deliver value to all customers.”