and systems to keep people safe. A critical part of that is arriving as quickly and safely as possible. Our average response time to a gas emergency is less than 26 minutes, and we arrive at virtually all emergencies well ahead of the industry average of 60 minutes. As much progress as we’ve made, we know that past success does not guarantee future performance and that there are still opportunities to reduce risk. We’re implementing a Safety Management System that builds on our work to date and more closely integrates our safety programs and processes. It’s a systematic approach to managing safety, which clearly defines a support structure, accountabilities, policies and procedures. We’ve joined others in the industry to share progress and experiences, and to learn from one another. ENHANCING THE CUSTOMER EXPERIENCE Customers today increasingly expect a personal, consistent, seamless and on-demand experience. What delights customers today will be a basic expectation tomorrow. We’re committed to transforming our customer experience by adopting best practices across all customer touchpoints. We use customer feedback to identify opportunities to improve. This data translates into solutions and enhancements to not only address pain points but anticipate and be flexible for what’s next. We measure customer satisfaction through surveys after a customer interacts with us by phone, in their community or online. In 2017, we enhanced our capabilities to receive more real-time data that can be leveraged for 8 CONNECTING WITH OUR CUSTOMERS We’re showing customers we care – right when they need it. We’ve partnered with a leading greeting card company to let customers know we’re thinking of them. Whether it’s celebrating the birth of a baby, thanking a veteran for their service, or sharing in the excitement of a customer’s new home purchase, our customer service representatives have the ability to send cards to customers after recent interactions. We’re empowering our employees to connect with our customers. It’s our way of giving back and offering a small thank you for being a customer and having us be part of their life.