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How consumers evaluate the quality of gas, energy, and heating supply. KIIS Research

Presentation (ukr)

The survey of energy services consumers was conducted by the Kyiv International Institute of Sociology at the request of the Regional Gas Company and along with the RGC Contact Center.

The purpose of the survey was to determine the level of awareness of consumers of energy services regarding: 1) the structure of payments for consumed energy resources, 2) various aspects of gas service provision, and 3) their attitude to forming separate payments for gas services (separately for the gas supplied and for its transportation/distribution).

The survey was conducted from August 22 to August 26, 2019, with the method of a telephone interview by RGC Contact Center. Geographically, the survey covers 16 oblasts of Ukraine (Vinnytska, Volynska, Dnipropetrovska, Zhytomyrska, Zakarpatska, Zaporizka, Ivano-Frankivska, Kyivska, Lvivska, Mykolaivska, Rivnenska, Sumska, Kharkivska, Khmelnytska, Chernivetska, Chernihivska), and the cities of Kyiv, Dnipro, Kryvyi Rih and Kharkiv.

A total of 2000 respondents were interviewed. The structure of the respondents corresponds to the official statistics by gender and age groups. Data are representative of the territory of Ukraine that is served by the Regional Gas Company (16 oblasts of Ukraine). The sampling error with a probability of 0.95 does not exceed 3.3%.

 

Results of the survey

Usage and satisfaction with energy services

Among the surveyed users, 99% use the electricity service, 95% use the gas service, 28% use the heating service.

In terms of continuity, most consumers are satisfied with the energy services they receive:

  • 94% are satisfied with the continuity of gas supply (including 79% who are fully satisfied), 1% are dissatisfied;
  • 73% are satisfied with the continuity of heating supply (including 50% who are fully satisfied), 9% are dissatisfied;
  • 73% are satisfied with the continuity of electricity supply (including 48% who are fully satisfied), 9% are dissatisfied.

 

Also, most of the respondents are satisfied with the quality of the energy resource they receive. However, these assessments are lower than the ones of the continuity:

  • 62% are satisfied with the quality of gas supply (including 33% who are fully satisfied), 11% are dissatisfied;
  • 54% are satisfied with the quality of heating supply (including 30% who are fully satisfied), 18% are dissatisfied;
  • 73% are satisfied with the quality of electricity supply (including 51% who are fully satisfied), 9% are dissatisfied.

 

Awareness of payment structure

Reading the information in the bills, quite a lot of consumers of energy resources do not understand how much do they pay for consumed energy and how much - for the service of its delivery to the house. Regarding gas supply, 50% indicated that out of monthly bills it is clear for them how much do they pay for the energy consumed, and how much do they pay for their home delivery service, it is not clear for 45% of respondents. As for heating supply, 51% understand how much do they pay for the heating, and how much - for delivery, while 44% - do not, as for electricity supply, 64% understand and 33% do not.

Most consumers are interested in receiving detailed information about the cost components of energy services. More than three-quarters of those surveyed say that it is important for them to understand how much they are paying for consumed energy resource, and how much - for the service of its delivery to the house. Among all respondents, 77% are interested in receiving such information for gas supply services, 81% - for heating supply, and 80% - for electricity supply.

The vast majority (74%) of consumers are interested in the tariff for the energy delivery service to their home to remain unchanged during the year, 18% - are not.

Consumers` awareness of various aspects of gas service provision

There is a lack of awareness of the various aspects of gas supply among consumers. According to the poll:

  • 63% know that the gas price includes the charge for its delivery to the house, 34% do not know that;
  • 53% know that the formation of gas fare takes into account market conditions, and the tariff for gas delivery is set by the state, 43% do not know that;
  • 44% know that the services of gas delivery and gas sale are provided by two different companies, 53% do not know that;
  • 25% know that they can choose the company that will sell gas to them, 71% do not know that.

 

Attitude to separate charges for gas delivery and for the gas itself

Most consumers favor the idea of dividing monthly gas payments into two separate components (cost of gas consumed and delivery cost):

  • The vast majority of respondents (73%) say that it is important for them to know how much they are paying for the gas itself and how much it is for its delivery, for 18% it is not important.
  • 74% of consumers indicated that they would consider the charging system to be more transparent and comprehensible if the cost of gas and the service of its delivery to the house were stated separately, 7% do not agree with it, and 15% are indifferent.

 

However, most consumers do not support the option of paying for gas delivery service depending on the power of the counter, and would like to pay the cost of delivery depending on the volume of gas consumed: 67% said that it would be more comfortable to pay for gas delivery service based on volumes of gas consumed, for 8% - based on the technical parameters of the gas equipment in their house/apartment, and 15% do not care how the accrual will occur.

 

 

 Addition

 


17.9.2019
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