December 2010 Vol. 237 No. 12

Features

Customer Relationships Keep Pipelines Focused In Difficult Market

More pipelines are being built and going into service. Shale gas plays are expanding the possible upstream sources. Squeezed by a lackluster economy, LDCs, manufacturers, and other downstream users are understaffed and under stress. For a pipeline company, it’s a climate where high customer satisfaction can be the difference between profitability and disaster — and at the same time, harder than ever to achieve. And yet in this tight climate, Mastio & Company’s annual pipeline customer satisfaction survey indicates that most transmission companies have seen satisfaction rates go slightly up, while the leaders of the pack maintain a high and stable level of

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