■Customer-oriented CS Mindset
In order to continue to be the customer's first choice, we place emphasis on delivering satisfaction as well as products. This emphasis informs the basic stance of Tokyo Gas Group encapsulated by the "CS Mindset" laid down in Our Code of Conduct. The CS Mindset serves as the policy on which we base our judgments and actions. We will continue to ensure that all individuals in Tokyo Gas Group are thoroughly aware of the CS Mindset to ensure that we remain a corporate group that always puts the customer first.
Elements of the CS Mindset
■Arrangements for promoting customer satisfaction
Opinions and requests received from customers via calls to our Customer Center, direct customer contact, service quality surveys, and other channels are shared within the company, all the way up to top management. This feedback is actively utilized in our daily improvement activities and to enhance quality.
■Customer Satisfaction Promotion Committee
Improving customer satisfaction (CS) is a Tokyo Gas Group management priority, which is why we established a Customer Satisfaction Promotion Committee in fiscal 2004. Composed of the members of the Corporate Executive Meeting and chaired by the President, this committee deliberates issues that are difficult for individual workplaces and departments to resolve by themselves, as well as other issues that need to be considered by the company as a whole. A CS Improvement Promotion Subcommittee has also been established, composed of leaders of the departments that come into frequent contact with customers, in order to promote a variety of programs to enhance customer satisfaction.
■CS Meetings Held in Each Department
In order to listen to our customers and swiftly respond to their needs, each business department and group holds various CS meetings for the following purposes: to gain an understanding of the current situation via customer feedback; to deliberate and implement business improvement plans; and to discuss and share information on CS programs.
■Service Quality Surveys
To help us meet diversifying customer needs, we monitor satisfaction by conducting "service quality surveys" of key services that bring us into contact with our customers.
Service Quality Surveys Conducted in FY2016 (Satisfaction with Service Personnel)
||Periodic safety inspections of gas equipment, commencement of gas service, paid-for TES inspections, explanation of TES use, and appliance repairs
|Quality of work performed and satisfaction with service personnel
■Support Provided by the Customer Center
|Percentage responding "satisfied" or "somewhat satisfied" (5-step scale)
|Periodic safety inspections of gas equipment
|Commencement of gas service
|Paid-for TES inspections
|Explanation of TES use
Tokyo Gas's Customer Center provides wide-ranging telephone support for the entire Group. To allow customer inquiries to be answered as swiftly and accurately as possible, we are enhancing support arrangements in a number of ways. These include optimized shift scheduling based on improved personnel management and detailed forecasts of when calls are most likely to be received, and the development of arrangements for handling specialized inquiries (including technical questions on construction work and appliances).
■Use of Feedback
Identifying issues from our feedback database
Feedback received by the Customer Center and other departments and by sales personnel who come into contact with customers is swiftly directed to the departments responsible so that any necessary action can be taken. A database of these feedback flows is retained in our customer feedback system to enable us to track and analyze customer expectations of the Group and identify issues that need to be addressed.
Breakdown of customer feedback
We received 20,250 comments from customers in fiscal 2016. These consisted of expressions of thanks (8.8%), complaints (8.8%), and system requests (82.4%).
The Customer Center continuously gathers a wide range of customer feedback and focuses in particular on system requests.
Breakdown of Customer Feedback
Improvement of services based on customer feedback
Customer feedback is utilized by individual departments to improve their operations, and a portion is reported to customers via our website.
- “Please make a myTOKYOGAS app, because at the moment you have to open the browser on your smartphone every time you want to access it.”
- “I want to be able to access handy functions like Cookpad straight from the top of the myTOKYOGAS site.”
We developed an app for accessing Tokyo Gas’s myTOKYOGAS online members’ program.
＜App’s main functions＞
Using the app, you can check charges, your usage, and Paccho points balance, use Cookpad,*
and find out information on local shopping deals and discounts.
The myTOKYOGAS app is downloadable for free from the App Store and Google Play.
*Available only to gas and electricity package plan customers.
“I want details of what rubber tubing to use and the connection so I can connect my gas appliance to the gas.”
To prevent accidents caused by incorrectly connected appliances, we revamped the “Connecting Gas Appliances to the Gas” to include explanations and illustrations showing what type of rubber tube to use and other relevant information.