CSR Charter Ⅰ Creating Value for Customers
Incorporating Customer Opinions
Principle and Outline
Osaka Gas has received a large number of opinions from customers through various occasions and has reflected them in its efforts to improve its service quality and business operations. Voices of customers that reach the Company's customer centers, the Osaka Gas website and showrooms are incorporated into the "C-VOICE" database system, and are shared by all employees. Osaka Gas will use the information accumulated in the database to respond not only to existing needs but also potential and future needs.
The Osaka Gas Group is striving to provide value that can satisfy customers by setting the “CS Code of Conduct.”
Improving Customer Satisfaction
Prompt, precise phone service connects customers to the relevant company division
In 1985, Osaka Gas opened its “Customer Centers” as a one-stop service portal for customers with inquiries and applications for service.
The center takes telephone inquiries on all matters relating to gas and electricity, such as starting and stopping a gas and electricity service, inquiries about gas and power bills, requests to change payment methods, and repair of gas appliances. On the Osaka Gas “Internet Reception” page, customers can easily apply for services related to moving to a new home, inquiries on gas bills, and changes in the day of equipment surveys. And for the hard of hearing, we have a facsimile service for handling inquiries.
With our company-wide “Hello System,” applications and inquiries are relayed from the “Customer Centers” to the relevant Osaka Gas division to ensure that customers always get a prompt and appropriate response. For the sake of greater customer convenience, we have been offering toll-free numbers and a phone service even on Sundays and holidays to take gas appliance repair requests 24 hours a day.
Aiming to further improve service in additional ways, we have been optimizing the assignment of “Customer Centers” operators to ensure that telephone calls can be taken at all hours. We will continue our efforts aiming improvement of response and receiving systems via the Internet.
“Hello Network” of Osaka Gas
Management of Energy Contact Center
To serve as a contact point for customers who use our commercial-use gas air conditioners, Osaka Gas operates the contact center dedicated for such customers. Our knowledgeable staff are ready to provide a high-quality service 24 hours a day, 365 days a year. They respond appropriately to telephone inquiries from customers about repair, inspection and renewal. Customer information is shared with our technical departments and local sales people, enabling us to take prompt action in the unlikely event of a gas air conditioner fault and to improve our service so that customers can continue to use our gas air-conditioning equipment free from worry.
Sharing customer voices throughout the company
Osaka Gas has established a database system called “C-VOICE” to share customer opinions and demands among all employees. The company has reflected such customer voices in its business operations, product development and service quality.
Customers' voices reaching the Company daily, including both positive and negative comments, are sorted out by the end of each day and filed into the “C-VOICE” system, to be shared the following day not only by the relevant sections and departments but also by top management officials and all other employees. Osaka Gas has adopted a policy of sharing all information about customers among all of its employees, not only facts and response to customers but also preventive measures and system improvement measures being devised in response to complaints and opinions. In FY 2016, the Company improved its in-house response system to enable speedier response to customer complaints and opinions. For example, responses for negative comments requiring immediate fact-finding and formulation of preventive measures are to be reported ahead of schedule. In FY 2017, we have redoubled our efforts to realize better responses to customers. For example, if a large number of similar comments are filed with the Company, the secretariat will issue a warning to the relevant department or division.
Overview of C-VOICE
Examples of product and service improvements based on customer comments
At Osaka Gas, we have been working on developing various products and improving the quality of various services, both based on comments from our customers.
In FY 2017, we improved the functions of the “My Osaka Gas” website for household customers, especially Net access to monthly gas bills. As a result, customers have been able to confirm their payments in the past one year, past gas consumption and gas charges—all through graphs.
Results of our improvement efforts have been reported to customers. Posters publicizing such results are displayed at Osaka Gas showrooms, reflecting our efforts to obtain further comments from customers in the future.
Posters Notifying Improvement Based on Customers' Voices
We are striving to reflect various comments from customers in our operations at relevant divisions and departments.
Osaka Gas receives comments from its customers, including critical opinions and demands. Such comments are valuable to us because they provide us with clues in improving our services in various fields.
In fiscal 2017, we were able to develop / improve gas appliances in cooperation with gas appliance makers, based on various customer comments that had reached us. Comments from customers were also reflected in the upgrading of the “My Osaka Gas” website, whose registered membership has topped 1 million. In reflection of customer comments, we improved visibility and accessibility of the website.
Our efforts to improve overall business operations and services have been disseminated not only to our employees but also to people outside the company via our website and showroom posters.
We will continue to reflect customers' views and opinions in our services, and upgrade our operations in collaboration with relevant parties both inside and outside the company.
Efforts to reflect the voices of customers in our efforts to improve business operations
The Osaka Gas Group deals directly with customers through various operations, including regular security patrols (gas facility inspections), reading of gas meters, opening and closing of gas lines, response to telephone inquiries, and repair of gas appliances. The Group has been endeavoring to enhance customer satisfaction through these operations.
To grasp the degree of customer satisfaction of our services and reflect it in our efforts to improve business operations, the Group has been conducting the “Customer Satisfaction Survey” since 1988, covering seven operations that deal directly with customers. The results of this survey are reflected in the Group's efforts to improve daily operations and enhance service chain employees' awareness of the importance of CS.
The results of this survey are reflected in “CSR Indicators” and “Materiality Indicators.” We will step up the management of our progress in attaining our set goals and redouble our efforts to achieve higher levels of customer satisfaction.
Dialogue with Consumer Groups
Expansion of Customer Service through our Website
Support using a chat system started
Osaka Gas has been offering customer support using a chat system as part of its efforts to expand website-based customer service.
If page views by customers in the Website's customer-related sections, such as “frequently asked questions,” “electricity” and “service pages regarding various gas appliances” exceed a certain number, or their access to such pages exceed a certain length, the system will judge the customer needs some assistance and invite him or her to the chat service. Under the chat system, our operators provide product information or respond to customers' inquiries on a real time basis.
We hope this support system will provide quick solutions to customers' problems and increase satisfaction with our service. We will work harder to deepen customers' understanding of our services and efforts to improve our services.