CSR Charter Ⅰ Creating Value for Customers
The Osaka Gas Group will endeavor to ensure stable procurement, stable supply and security to allow customers to utilize energy safely. By doing so, the Group will provide products and services that are valuable to customers.
The Osaka Gas Group is committed to making a positive contribution to realizing a higher level of comfort and development in the business activities of its customers through stable procurement and safe supply of natural gas and other energies, and ensuring of safe use of gas and equipment with an improved level of services for its customers. We believe that an important foundation in realizing this will be ensuring security so that customers can use energy without worry. We will endeavor to provide products and services that give utmost reassurance to safety and to take on the challenge of creating new value in line with customers' wishes in order to be a corporate group that continually evolves and develops alongside its customers.
Customer Satisfaction Survey: Seven Customer Service Duties
The “Customer Satisfaction Survey” covers seven operations that deal directly with customers: opening of gas lines, repair of gas appliances, regular security patrol (gas facilities inspection), response to telephone inquiries, sales of appliances, security emergency response, and replacement of gas meters upon expiration of the validity period. A questionnaire form is mailed out after the completion of each operation, and assessments of responded customers received are then analyzed. Customer satisfaction is graded on a scale of one to six, and “overall satisfaction rate” is the ratio of responses in the top two grades to the total number of responses.
Targets and results
The overall satisfaction rate was 91.7% in fiscal 2017, representing a decline of 0.2 percentage points from the preceding year.
We will continue to offer customer-oriented services based on their opinions shown in the survey.
|Overall satisfaction rate||91% or more||91.7％|
|Each satisfaction rate for seven customer service duties||86% or more||88% or more|
Further efforts to enhance levels of customer service
Efforts have been under way since fiscal 2016 to enhance levels of customer services, with the aim of increasing the number of employees who receive the highest grade on a one-to-six customer-satisfaction (CS) rating scale. Specifically, we observed the behavior of Osaka Gas staff who received high CS grades in four of the seven customer-service fields—opening of gas lines, repair of gas appliances, sales of appliances, and response to telephone inquiries. This is what we call “behavioral observation.” * The observation results were analyzed and developed into a customer service manual in each field for use by all other staff.
The detailed survey results are fed back to staffs for further improvement of their customer service level.
- * “Behavioral observation”
- “Behavioral observation” is a methodology for proposing and implementing solutions being worked out based on the academic analysis of facts and findings obtained through the broad-based observation of people's behavior that becomes prominent in various situations.