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