2021-2022

The following measures were taken to develop and improve Gazprom's Quality Management System:

  • strategic target indicators of customer satisfaction as listed below were adopted and for the first time calculated:
    • customer satisfaction index for the gas business;
    • customer satisfaction index for the NGV fuel segment;
    • customer satisfaction index for the electric power business.
    • The above indicators were calculated on the basis of the results of the surveys that were performed among more than 32,000 end consumers throughout 2021 and more than 52,000 end consumers throughout 2022. According to the calculations, the customer satisfaction indices were, in average, above 80 per cent in 2021 and above 85 per cent in 2022 (thus, the planned target values of the indicators were achieved). As is evident from these results, customers are highly satisfied with the work of Gazprom.
  • updates were introduced into the Regulation on the contest for Gazprom's Quality Assurance Prize;
  • QMS audits were carried out in 13 subsidiaries;
  • Gazprom's Quality Management System successfully passed the first and the second compliance audits and also received a certificate of compliance with the GOST R ISO 9001–2015 national standard during said audits;
  • the fifth annual contest for Gazprom's Quality Assurance Prize involved 12 subsidiaries. The following winners were announced:
    • awards in the Business Excellence category for companies with more than 6,000 employees went to Gazprom Dobycha Urengoy (first place, also named the Laureate), Gazprom Transgaz Surgut (second place) and Gazprom Transgaz Belarus (third place);
    • awards in the Business Excellence category for companies with 1,000 to 6,000 employees went to Gazpromtrans (first place, also named the Laureate) and Gazprom Transgaz Saratov (second place);
    • the Laureate title in the Energy of Growth category went to Gazprom Transgaz Samara.