Hitting New Heights – AGAIN!

December 15 , 2006, Owensboro, KY
Southern Star’s 2006 Customer Satisfaction Survey results are in as Jerry Morris, President & Chief Executive Officer, notified employee in his December 1st letter.

2006 is the fifth consecutive year Southern Star surpassed its own record for overall performance. This year’s overall performance score is 8.4 out of a possible 10. 

Southern Star received or equaled its highest score in 17 of the 19 categories surveyed.   

Once again, the question “Southern Star communicates with you in an honest and forthright manner” received the highest average score of 9.3. 

Other questions receiving high scores were:

• “SSSCGP provides’ you with sufficient lead-time and accurate information regarding system maintenance and disruption of service”  - 9.0
• “SSCGP provides timely and accurate information regarding gas moved on its system” - 8.9
• “SSCGP operates a reliable gas transportation system” - 8.9

Jim Harder, Vice President Customer Service & Business Development, said that every single employee is responsible for Southern Star’s continuous improvement in customer satisfaction, and that every employee shares the success of Southern Star customers rating the Company so well. 

“Everything that each employee does on a daily basis factors into our providing an outstanding customer experience,” Jim said.  “System safety and reliability, ease and flexibility of doing business, data accuracy and timeliness, friendly interactions with all employees contacts, general reputation and credibility are all crucial, and every department impacts these aspects of the customer experience.”  

Jim said that Southern Star’s customers will always expect improvements, so while Southern Star should always celebrate such superior results, it must not become complacent. Customers set the bar for service performance expectations higher each year, and 2007 will be no different.  Jim challenges all Southern Star employees to take advantage of any and all opportunities to improve all categories of customer service. 

“As we move into 2007 and beyond,” Jim said, “we need to focus on the areas of concern addressed by our customers.  We need to ensure key personnel are accessible when needed. We must provide an appropriate level of operating flexibility to customers.  And, we have to provide an appropriate level of flexibility when offering transportation services.”