HOUSTON (February 5, 2019) – As suppliers to the oil and gas industry adjust to lower commodity prices and continuing productivity gains in the field, findings from a newly released Oilfield Products & Services Customer Satisfaction Survey conducted by EnergyPoint Research indicate companies rated highest by customers are pulling away from their industry peers, both in terms of financial performance and customer loyalty.
The highest overall ratings in customer satisfaction for 2018–19 go to the following four companies: Apergy in oilfield products, Helmerich & Payne in land contract drilling, Rowan Companies in offshore contract drilling, and Core Laboratories in oilfield services.
“The survey's highly ranked oilfield suppliers have increased their customer focus and performance in response to challenging times,” noted Doug Sheridan, Managing Director of EnergyPoint. “This year's ratings leaders all embrace quality, execution, reliability and customer service as central organizational tenets. If history is any gauge, they are the vanguard that will drive the industry's future success.”
Oilfield Products Segment
Apergy rated first in total satisfaction in the survey's oilfield products segment. This is the first year Apergy, previously listed as Dover Artificial Lift, has won the top spot in the segment. The company also ranked first in five additional categories, including artificial lift, engineering and design, performance and reliability, horizontal and directional wells, and onshore applications.
Other companies rating first in at least one category in the oilfield products segment of the survey include:
Land Drilling Segment
Rating first in total satisfaction among North American land-based drillers is Helmerich & Payne. This marks the 11th consecutive survey in which H&P has captured the top overall spot in this segment. In addition to holding the top ranking overall, the company rated first in healthy and safety (HSE), job quality, technology, HPHT applications, horizontal and directional applications, and shale applications. H&P's top ratings also extend to the Interior Texas & Mid-continent and Bakken – Dakotas regions.
Other contractors rating first in at least one category in the land drilling segment include:
Oilfield Services Segment
In addition to rating first in total satisfaction in the survey's oilfield services segment for the fourth consecutive year, Core Laboratories earned first-place marks in the categories of core and fluids analysis, formation and well evaluation, technology, job quality, onshore applications, the U.S. & Canada, Asia & Pacific Rim, the Middle East, and Eastern Europe & FSU.
Other companies rating first in at least one category in the oilfield services segment include:
Offshore Drilling Segment
The top-rated offshore contract driller in this year's survey is Rowan Companies. In addition to its top position overall in the segment, the company rated first in four additional categories, including job quality, HPHT wells, the Middle East, and shelf wells.
Other contractors rating first in at least one category in the offshore drilling segment include:
“The last several years have brought unprecedented challenges to the segments and companies covered in this survey,” noted Sheridan. “In response, we've seen many top-rated suppliers further prioritize toward customers. Importantly, these companies understand that many of their markets remain oversupplied—and they run their businesses accordingly. In the process, they've driven the industry's performance and productivity to new heights.”
EnergyPoint's Oilfield Products & Services Customer Satisfaction Survey has been conducted annually since 2003. This year's study reflects findings from more than 4,000 evaluations by qualified respondents at companies utilizing products and services of global oilfield suppliers. Respondents were asked to rate only those companies with which they had significant experience as a customer within the prior 24 months.
Companies were evaluated in multiple attributes, including total satisfaction, pricing and contract terms, performance and reliability, technology, engineering and design, job quality, safety and environmental (HSE), service and professionalism, post-sale support, and corporate capabilities. Respondents also evaluated companies in various categories of products and services, well types and applications, and domestic and international regions.
For categories and suppliers in which ratings existed, scores from the 2015-2016 survey period were included in this year's category-winner calculations at lesser weightings. In no case were these prior-period ratings assigned a weighting of more than 20 percent for purposes of determining this year's final ratings and category winners.
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About EnergyPoint Research, Inc.
EnergyPoint Research conducts independent research regarding customer satisfaction in the global energy industry. Founded in 2003, the firm publishes closely watched annual customer satisfaction ratings and rankings in several segments, including upstream products and services, midstream services, and gasoline retailing. For more information concerning EnergyPoint and its independently conducted surveys, visit the company's web site at www.energypointresearch.com.
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