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CSR Charter ⅠCreating Value for Customers

CSR Indicator

CSR Indicator

Management Approach

Fundamental concept

The Daigas 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 Daigas 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 92.7% in FY2018, representing an improvement of 1.0 percentage points from the previous year. We will continue to offer customer-oriented services based on their opinions shown in the survey.

Target Results
Overall satisfaction rate 91% or more 92.7%
Each satisfaction rate for seven customer service duties 86% or more for all of the seven duties 89% or more for all of the seven duties

Actions taken

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.

CSR of Daigas Group

President's Commitment
Management and CSR of the Daigas Group
Policies on CSR
Special Feature
Contribution to the Sustainable
Development Goals (SDGs)
Corporate Governance
Stakeholder Engagement
Value Chain of the Daigas Group
Actions on Materiality
CSR Charter Ⅰ
Creating Value for Customers
CSR Charter Ⅱ
Harmonizing with the Environment and Contributing to Realizing a Sustainable Society
CSR Charter Ⅲ
Being a Good Corporate Citizen Contributing to Society
CSR Charter Ⅳ
Complying with Laws and Regulations and Respect for Human Rights
CSR Charter Ⅴ
Management Policy for Human Growth
ESG Data
Reporting

President's Commitment
Management and CSR of the Daigas Group
Corporate Principles and CSR Charter
Daigas Group Code of Conduct
Global Compact and ISO 26000
Long-Term Management Vision 2030
Medium-Term Management Plan 2020
Policies on CSR
Special Feature
Contribution to the Sustainable Development Goals (SDGs)
Addressing Social Issues through Energy Services
Promote Efforts for Recognition, Understanding and Penetration of SDGs
Corporate Governance
Corporate Governance
Risk Management
CSR Management
Stakeholder Engagement
Dialogue and Cooperation with Stakeholders
Response to Stakeholders' Voices
Value Chain of the Daigas Group
Enhancement of CSR in Our Value Chain
Social Impact of Business Activities in Our Energy Value Chain and Efforts to Reduce Such Impact
CSR Efforts Throughout Supply Chain
Electricity and Gas Industry Reform
Actions on Materiality
Materiality
Customer Health and Safety
Product and Service Labeling
Energy / Emissions
Effluents and Waste
Local Communities
Customer Privacy
Grievance Mechanisms
Supplier Assessment
CSR Charter Ⅰ
Creating Value for Customers
Index
CSR Indicator
Safety and Security 1: Procurement Stage
Safety and Security 2: Processing Stage
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Incorporating Customer Opinions
Proposing New Value
CSR Charter Ⅱ
Harmonizing with the Environment and Contributing to Realizing a Sustainable Society
Index
CSR Indicator
Environmental Management
Environmental Action Targets
Environmental Impact throughout the Daigas Group Value Chain
Risks and Opportunities Related to Climate Change
Method to Evaluate Effects of CO2 Emissions Reduction and Results
Efforts Contributing to Realizing a Low-Carbon Society
Helping Customers' Efforts for Realizing a Low-Carbon Society
Efforts in Resource Recycling
Conserving Biodiversity
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Green Purchasing and Green Distribution
Environmental Communication
CSR Charter Ⅲ
Being a Good Corporate Citizen Contributing to Society
Index
CSR Indicator
Social Contribution Activities
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CSR Charter Ⅳ
Complying with Laws and Regulations and Respect for Human Rights
Index
CSR Indicator
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CSR Charter Ⅴ
Management Policy for Human Growth
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Reporting
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