Customer satisfaction over the longer term will be as much about the consistency of oilfield suppliers as it will be about their performance.
Houston, Texas (PRWEB) March 19, 2012
Results from EnergyPoint Research’s 2011 Oilfield Products & Services Customer Satisfaction Survey indicate global customer satisfaction scores for suppliers of upstream oilfield products and services rose by an adjusted 11.2% in 2011. The gain effectively reverses the decline in customer satisfaction recorded a year earlier.
The annual Oilfield Products & Services Customer Satisfaction Survey, conducted by EnergyPoint since 2003, is the independent benchmark study of the oil and gas industry’s satisfaction with the products and services it purchases and utilizes.
All four broad industry segments in the survey showed improvements over 2010 customer satisfaction levels. Top-place ratings in the category of total satisfaction were received by Ensco for offshore drilling, Helmerich & Payne for onshore drilling, Derrick Equipment for oilfield products, and GE Oil & Gas’ recently acquired Wood Group operations for oilfield services.
Driven by widespread efficiency and productivity gains related to unconventional drilling activity in North America, land drilling contractors showed the largest satisfaction increases in the survey, followed by offshore drilling contractors, then oilfield equipment and materials providers. Oilfield service providers experienced a modest increase in scores.
“These survey results halt a downward trend in industry-wide oilfield customer satisfaction levels, which had fallen in four of the previous six years,” noted Doug Sheridan, managing director at EnergyPoint Research. “One underlying factor in these improved results is that, unlike in recent years, commodity prices on a global basis, particularly on the oil side, have provided simultaneously healthy and stable price signals to suppliers. This has allowed for broader and more confident investments in assets, people, operations and customer relationships. The result has been better performance and execution industry-wide.”
In the offshore drilling segment, Ensco repeated its first-place ranking in total satisfaction from last year. Either the company or Pride International, now part of Ensco, rated first in multiple additional categories as well, including health, safety and environmental (HSE); performance and reliability; special applications; offshore Latin America/Mexico; the North Sea; and seven others. Other contractors rating first in at least one category of the offshore driller segment include Atwood Oceanics in the Asia/Pacific Rim region; Rowan Drilling in the Middle East, as well as among multinational/larger customers; and Transocean in HPHT applications.
Helmerich & Payne captured the top overall rank in the land drillers segment. The Tulsa-based company topped the survey’s rankings in 11 total categories, including job quality; special applications; horizontal/directional wells; shale-oriented wells; and eight others. Precision Drilling, the survey’s runner-up in total satisfaction, rated first in technology and in the Onshore Gulf Coast region.
Derrick Equipment again ranked first in total satisfaction among oilfield product suppliers, a position it has held in four consecutive surveys. The company’s rank was driven by top ratings for its flagship line of solids control equipment; engineering and design; rig-related equipment; shale-oriented applications; and seven other categories. Other suppliers rating first in at least one category of the oilfield products survey include:
- Baker Hughes in downhole completion equipment; production chemicals; proppants; and five other categories;
- Cameron International in flow control equipment; surface wellheads and trees; surface production equipment; and offshore shelf applications. The company’s recently acquired LeTourneau Technologies unit rated first in integrated rigs.
- Caterpillar in both rig engines and special applications;
- Davis-Lynch, recently acquired by Forum Energy Technologies, rated first in downhole cementing equipment; product availability and delivery; engineering and design; shale-oriented applications; and six other categories;
- Dril-Quip in subsea wellheads and trees; deepwater wells; and among multinational/larger customers;
- Gardner Denver in mud pumps, as well as for high-pressure/high-temperature (HPHT) applications;
- Halliburton in the category of intelligent sensors and controls;
- Lufkin Industries in post-sale support;
- Newpark Resources in both onshore and shale-oriented applications;
- Oceaneering in ROVs; performance and reliability; subsea equipment; and deepwater applications;
- Pason Systems in rig instrumentation; communication and networking; availability and deliver; and three other categories. The company was also one of the top-rated suppliers in terms of overall satisfaction.
- Schlumberger in drill bits; rotary steerable systems; offshore shelf applications; international regions; and three other categories;
- Scientific Drilling International in downhole motors; performance and reliability; horizontal and directional wells; and three other categories;
- Tesco in top drives;
- Vallourec & Mannesmann in casing; production tubing; HPHT applications; special applications; and four other categories;
- Weatherford International in sand control equipment; perforating guns; fishing tools; and tubular-handling equipment.
GE Oil & Gas, reflecting customer ratings for recently acquired operations from Wood Group, captured the top spot overall in the oilfield services segment. In addition, the company rated first for onshore applications; HSE; and among smaller/independent customers. Other suppliers rating first in at least one category in the oilfield services portion of the survey include:
- Baker Hughes in cementing; perforation; HPHT applications; and Western Europe;
- Basic Energy Services in workovers and well servicing;
- Core Laboratories in core and fluids analysis; formation and well evaluation; in international markets; and among multinational/larger customers;
- Frank’s in directional/horizontal wells; special-applications; and the Gulf of Mexico;
- Halliburton in the regions of Africa (excluding N. Africa) and Eastern Europe/FSU;
- Newpark Resources in drilling-related services; fluids services; and the Interior Texas/Mid-Continent region;
- Schlumberger in integrated services; well testing; wireline logging; Latin America/Mexico; the Middle East; supply and distribution; and four other categories;
- Scientific Drilling International in measurement-while-drilling (MWD);
- Tetra Technologies in performance and reliability; shelf wells; job quality; and two other categories;
- Weatherford International in casing and tubing installation; directional drilling; sand control services; completion-related services; and two other categories.
“The Gulf of Mexico Macondo incident, as difficult as it has been for the industry, has served as a kind of wake-up call to both oilfield customers and suppliers,” said Sheridan. “As a result, a more determined approach now exists on the part of many suppliers to deliver higher levels of quality and performance. However, while these developments are certainly encouraging, customer satisfaction over the longer term will be as much about consistency as about performance.”
Other companies ranked in this year’s survey, listed alphabetically, include: Aker Solutions, Champion Technologies, Diamond Offshore, Expro Group, FMC Technologies, Key Energy Services, McJunkin Red Man, Nabors Industries, National Oilwell Varco, Noble Drilling, Omron IDM, Patterson-UTI, Seadrill, Sumitomo Metals, Technip, Tenaris and US Steel.
Suppliers were evaluated in various areas such as total satisfaction, pricing and contract terms, performance and reliability, technology, engineering and design, job quality, safety and environmental, service and professionalism, post-sale support and corporate capabilities. Suppliers were also evaluated across multiple product and service segments, as well as domestic and international regions. A total of 55 providers received the minimum number of evaluations needed to be included in this year’s final rankings.
For categories and suppliers in which ratings existed, 2008-09 ratings were included in the final category-winner calculations at lesser weightings. In no case were these historical ratings assigned a weighting of more than 20 percent for the purposes of calculating final category winners.
The 2011 customer satisfaction survey was conducted as part of EnergyPoint Research’s annual industry-wide study that comprises thousands of in-depth evaluations performed over a 24-month period by qualified professionals at domestic and international customers of oilfield suppliers. This year’s survey succeeds similar industry-wide studies conducted and published by EnergyPoint Research dating back to 2003.
For more information concerning EnergyPoint Research, its independent oilfield customer satisfaction surveys, or suite of research products, visit the company’s web site at http://www.energypointresearch.com or contact the firm at info(at)epresearch or +1.713.529.9450.
About EnergyPoint Research, Inc.
EnergyPoint Research provides independent research regarding the oil and gas industry’s satisfaction with the products and services it purchases and utilizes. Founded in 2003, the firm offers oil and gas industry professionals and organizations opportunities to both provide and gather confidential ratings and customer feedback in areas important to oilfield product and service suppliers through objective and independent evaluation processes. For more information regarding EnergyPoint Research and its surveys and data, visit the company’s website at http://www.energypointresearch.com or contact the company at info(at)epresearch.com.