Actions on Materiality
Product and Service Labeling (FY2018 Report)
Reasons why materiality is important for our business
It is important for the Daigas Group to provide customers with accurate information regarding safety and environmental aspects of city gas, gas facilities and appliances being provided so that they can use them safely.
Inside of the Group
Management systems and its performance
Indicator (GRI Standards: Shifted to general disclosure item 102)
Customer satisfaction rate for customer service duties including safety
Osaka Gas has formulated in-house rules and regulations in line with the PL Law and the Gas Business Law. The company strives to improve safeness and service quality on each business dealing with customers.
(International and domestic standards)
- Gas Business Law
- PL Law
(In-house policy and standards)
- Product Safety Voluntary Action Plan for Gas Appliances for Residential Use
- Regulations for Security Duties at Customer's Site
- CS Code of Conduct
In order to proceed with actions for improving customer satisfaction in a cross-sectional manner, in addition to the systems introduced in the materiality issue, “Customer Health and Safety,” mentioned in the left, the “Head of Customer Services” (Head of Residential Energy Business Unit) appointed under the security system plays a role in maintaining and improving security and service quality.
CS Operating Organization
Organizational Structure Aimed at Promoting Security and Safety
We conduct surveys in order to evaluate whether the business duties dealing directly with customers met their expectation. In FY 2018, we received about 58,000 replies from customers, their overall satisfaction rate standing at 92.7%.
Specific actions taken regarding materiality
Actions taken to enhance the level of customer satisfaction
In FY2018, we took various actions to achieve a higher level of customer satisfaction. For example, educational sessions according to the length of service were held for our staff members taking phone calls from customers to deal with inquiries. This was aimed at further improving the service quality of our telephone staff, who are the first contact point for our customers in any business operations conducted by the Daigas Group. In addition, contests in customer-service telephone skills were held among the telephone staff. Based on customers' voices reaching our database system called “C-VOICE,” our Website's pages explaining the Company's product development efforts and displaying how to contact us for inquiries were improved, along with the manual for business duties.
We will continue to strengthen our efforts on various fronts to improve our customer-service quality so that customers' needs, expected to become increasingly diversified further in the future, can be reflected in our business operations.