Professional Documents
Culture Documents
Services Report
VALUE OF THIS REPORT
Understand the current state of
customer satisfaction in the oil and
gas midstream services segment
Obtain detailed information on
individual midstream service
providers customer ratings and
rankings
Identify and track strengths
and weaknesses among todays
midstream service providers
Know the key satisfaction drivers
for customers of midstream
services suppliers
No. of
Evaluations
185
32
48
29
122
5
-
Producer Type
Supermajor
Major
Large Independent
Independent
Small Independent
National Oil Company (NOC)
Upstream Consultant
Other
Respondent Title
Executive / VP/ Director
Manager
Engineer / Specialist
Supervisor / Team Leader
Geoscientist
Advisor / Consultant
Procurement
Coordinator / Other
4
84
169
94
67
3
-
LE
1.0%
20.0%
40.1%
22.3%
15.9%
0.7%
-
AM
% of
Evaluations
43.9%
7.6%
11.4%
6.9%
29.0%
1.2%
-
EX
189
215
17
EnergyPoint Research
No. of
Evaluations
253
195
448
% of
Evaluations
56.6%
43.4%
100.0%
68
59
57
81
45
103
413
16.5%
14.3%
13.8%
19.6%
10.9%
24.9%
100.0%
313
285
78
676
46.3%
42.2%
11.5%
100.0%
Geographic Region
U.S. & Canada
Latin America, Caribbean & Mexico
North Sea
Middle East & N. Africa
Sub-Sahara Africa
Asia & Pacific Rim
Application
Horizontal & Directional Wells
HPHT Wells
Harsh Climate / Environment
Total No.
of Responses
2010 - 13
2012 - 13
Rating
2010 - 11
Rating
Final
Weighted
Rating
Ensco
86
8.15
8.43
8.21
Atwood Oceanics
36
8.02
7.80
7.98
39
7.65
7.97
7.71
63
E
PL
7.63
7.60
7.62
67
7.35
6.93
7.27
78
6.99
7.28
7.05
52
7.14
6.58
7.03
7.63
7.60
7.62
7.56
7.51
7.55
100.0%
Respondents were asked to rate companies across various service categories, global regions
and applications. A breakdown of evaluations by major segment is below.
Service Categories
Contract Drilling Shelf
Contract Drilling Deepwater
Final
Ranking
44.9%
51.1%
4.0%
421
AM
Rowan Drilling
Noble Drilling
Diamond Offshore
EX
Transocean
Seadrill
MEDIAN
MEAN
* Instances in which less than 10 evaluations were received for the 2012 - 13 period shown in grey.
EnergyPoint Research
Final
Ranking
Total No.
of Responses
2010 - 13
Rowan Drilling
32
Ensco
83
AM
Noble Drilling
Diamond Offshore
Atwood Oceanics
Transocean
EX
Seadrill
MEDIAN
MEAN
LE
2012 - 13
Rating
7.95
7.69
7.09
2010 - 11
Rating
Final
Weighted
Rating
8.23
8.01
8.42
7.84
58
7.50
7.17
67
6.41
7.12
34
6.68
6.53
6.65
71
6.07
6.62
6.18
50
5.53
5.80
5.58
7.09
6.62
7.12
6.90
7.07
6.94
7.30
15
* Instances in which less than 10 evaluations were received for the 2012 - 13 period shown in grey.
Chart #2-A
Ensco's 2013 Relative Weighted Customer Satisfaction
Scores by Indexed Attribute
Scores as a % of Peer Group Mean
120
115
115.0
114.8
Pricing &
Contract Terms
Performance &
37
Reliability
107.9
110
109.8
107.3
104.3
104.3
105
100
95
90
PROFILE OF SURVEY
RESPONDENTS
All indicated having significant
experience in selecting or
utilizing midstream service
providers.
Chart #1-A
Ensco's 2013 Weighted Customer Satisfaction
Ratings by Indexed Attribute
TOTAL
SATISFACTION
8.00
8.38
8.03
8.47
8.04
8.16
8.04
115
110
7.00
105
Pricing &
Contract Terms
Performance &
Reliability
Job Quality
HSE
Service &
Professionalism
AM
7.00
6.00
8.54
8.31
8.02
EX
TOTAL
SATISFACTION
Pricing &
Contract Terms
Performance &
Reliability
8.20
Job Quality
Technology
PL
Chart #1-B
Ensco's 2012 Weighted Customer Satisfaction
Ratings by Indexed Attribute
8.31
8.00
6.50
E E
100
TOTAL
SATISFACTION
9.00
7.50
M
XA
120
7.46
6.50
8.50
Service &
Professionalism
Technology
106.1
Corporate
Capabilities
8.21
7.50
6.00
PL
HSE
Chart #2-B
Ensco's 2012 Relative Weighted Customer Satisfaction
Scores by Indexed Attribute
Job Quality
HSE
95
Corporate
Capabilities
90
110.8
TOTAL
SATISFACTION
114.5
Pricing &
Contract Terms
112.6
Performance &
Reliability
113.8
110.3
Job Quality
107.8
106.3
HSE
Service &
Professionalism
Technology
106.3
Corporate
Capabilities
Chart #2-C
Ensco's 2011 Relative Weighted Customer Satisfaction
Scores by Indexed Attribute
Scores as a % of Peer Group Mean
8.37
120
8.05
7.76
115
111.5
113.2
113.6
111.1
110.5
110
107.6
109.8
108.6
Technology
Corporate
Capabilities
105
100
Service &
Professionalism
Technology
Corporate
Capabilities
95
90
TOTAL
SATISFACTION
Pricing &
Contract Terms
Performance &
Reliability
Job Quality
HSE
Service &
Professionalism
Chart #1-C
Ensco's 2011 Weighted Customer Satisfaction
Ratings by Indexed Attribute
1 = "Highly Dissatisfied , 10 = "Highly Satisfied"
9.00
8.50
8.64
8.34
7.89
8.00
8.13
8.18
Performance &
Reliability
Job Quality
10
8.38
8.29
7.86
7.50
7.00
6.50
6.00
TOTAL
SATISFACTION
Pricing &
Contract Terms
HSE
Service &
Professionalism
Technology
Corporate
Capabilities
Accountability in
resolving problems
and disputes
Ability to provide
necessary expertise,
personnel and
equipment
Prices and
contract terms vs.
competitors
Ability to develop
value-adding
projects and
solutions
Executive/VP
Director
Manager
Supervisor/Team Leader
Engineer/Specialist
Scheduler/Other
Ability to manage
and complete new
projects
Commercial
personnel
Quality, reliability
and condition of
assets
Engineering
and operations
personnel
Flexibility and
responsiveness to
customers needs
Quality, availability
and timeliness of
measurement and
field data
Technical soundness
and sophistication
of developed
projects
EnLink Midstream
Enterprise Products
Kinder Morgan
MarkWest Energy
ONEOK
DCP Midstream
Enable Midstream
Sunoco Logistics
Enbridge
Targa Resources
Energy Transfer
Williams
DETAILED RATINGS
Service Categories
T
IN
O
P
RES
EA
Customer
Satisfaction
INC
Exclusive
Ratings
H
C
R
ENER
GY
INDEPENDENT SURVEYS
Since 2003
DETAILED ANALYSIS
The detailed analysis portion of the
report provides strategic analysis and
recommendations related to customer
satisfaction in the midstream sector.
Considered the roadmap by many in
the industry, this report provides insights
as to how suppliers can better manage
their performance and understand which
organizational resources can be most
effectively allocated to optimize results.
The report also contains insightful and
actionable analyses, and identifies the
importance customers of products suppliers
place on various attributes, including:
pricing, performance and reliability
engineering and design, availability and
delivery, post-sale support, corporate
resources, etc. Customized reports for
individual suppliers or segments are
available upon request.
Onshore Gas
Gathering
Offshore Gathering
& Transportation
Gas Compression
Gas Processing &
Treating
Geographic Regions
Gas Storage
NGL Transportation
& Storage
NGL Fractionation
Bakken - Dakotas
Onshore Crude
Gathering
Gas Transportation
Crude
Transportation
Mid-continent
Permian Basin
U.S. Rockies
San Juan Basin
Texas Intrastate
Gulf of Mexico
If you dont
measure it,
you cant
manage it.
INDUSTRY RECOGNITION
EnergyPoint and its customer satisfaction
data have been cited by many leading
business and industry resources including:
OUR FOCUS
EnergyPoint Research provides
independent research regarding the oil
and gas industrys satisfaction with the
products and services it purchases and
utilizes. We offer industry professionals
and their employers opportunities to
provide, gather and access comprehensive
ratings of oilfield suppliers through
independent and objective evaluation
processes. In return for participating in our
surveys, respondents and their employers
receive complimentary survey results in
the form of EnergyPoints MarketPartners
Reports and Updates.
MARKETPARTNERS PROGRAM
Through its MarketPartners Program,
EnergyPoint regularly surveys significant
cross-sections of experienced industry
participants involved in the selection
and utilization of oilfield products and
services. Survey participants range from
decision-makers and managers at some
of the worlds largest energy companies
to operational and field personnel at
independents and regionals. For
more information regarding the
MarketPartners Program, go to
www.energypointresearch.com.
CONFIDENTIALITY
EnergyPoint takes care to maintain
confidentiality and anonymity related to
the data it collects and publishes. While
respondent demographics are included
in our various published reports and data
sets, the names of survey respondents and
their employers are not divulged.
Organizational attribute
Performance attribute
Customer and provider type
Respondent title
Product and service category
Geographic region
Well and application type
We provide survey results in three
primary formats.
The EnergyPoint Online Portal is the
most detailed and comprehensive tool
available for understanding customer
satisfaction in the global oilfield. It allows
subscribers to generate, view, analyze
and download via the web results from
EnergyPoints independent surveys.
Detailed Ratings & Analysis Reports
offer relevant detail, timely information
and insightful analysis regarding how
customers rate major drilling and
oilfield suppliers across 80+ attributes,
categories, regions and segments.
These reports provide unprecedented
frameworks for identifying and tracking
the relative strengths and weaknesses of
individual drilling contractors and oilfield
service & product suppliers.
MANAGEMENT
Doug Sheridan is Managing Director
and founder of EnergyPoint Research,
Inc. Prior to starting the firm in 2003,
Sheridan held commercial and corporate
positions in the U.S. midstream natural
gas segment. He
has been active in a
number of industry
associations,
including the
National Petroleum
Council, and is
regularly sourced
for his analysis
and opinions concerning the oil and
gas industry, particularly in the area of
customer satisfaction. Sheridan holds a
B.A. from Vanderbilt University and an
M.B.A. from the University of Michigans
Ross School of Business. He lives in and is
a native of Houston, Texas.
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