Tokyogasgroup csr report

Enhancement of Energy Security

Efforts to Enhance Customer Satisfaction

Customer-oriented Structure and Activities

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
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.

Structure of CS Promotion


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.

Survey Details
Services surveyed   Periodic safety inspections of gas equipment, commencement of gas service, paid-for TES inspections, explanation of TES use, and appliance repairs
Survey
method
Mail questionnaires
Survey
content
Quality of work performed and satisfaction with service personnel

Service Quality Surveys Conducted in FY2016 (Satisfaction with Service Personnel)
Percentage responding "satisfied" or "somewhat satisfied" (5-step scale)
Periodic safety inspections of gas equipment 93.8%
Commencement of gas service 92.4%
Paid-for TES inspections 94.0%
Explanation of TES use 92.2%
Appliance repairs 95.7%


Support Provided by the Customer Center
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 


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.

Feedback-based improvement (1)
Customer feedback

  • “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.”

Improvements made
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.

Feedback-based improvement (2)
Customer feedback
“I want details of what rubber tubing to use and the connection so I can connect my gas appliance to the gas.”

Improvements made
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.
Connecting Gas Appliances to the Gas
DFF Inc., Corporate Social Responsibility Sect, General Administration Dept., Corporate Planning Dept., Resources & Global Business Division, Energy Solution Div, Power Buisiness Dept., Pipeline Network Division, IT Division, Residential Sales Div., Fundamental Technology Dept., Energy Solution Div, Environmental Affairs Dept., Purchasing Dept. , Health Insurance & Employees' Welfare Sect., Personnel Dept., Internal Audit Dept., Audit & Supervisory Board Member's Office, Compliance Dept., Regional Development Div., Finance Dept, TGES, TOKYO GAS COMMUNICATIONS, INC.

Actively Informing the Customer

To ensure that our customers can use energy safely, securely, and comfortably, we offer community-based customer support and actively provide appropriate information.


Tokyo Gas website
We use our website to take applications for gas and electricity services and to provide useful information to customers, including lifestyle news and announcements on services in the event of emergencies such as earthquakes and gas leaks. We publish business data and information for corporate customers as well as individuals via our website.
We also run members' sites for our gas and electricity customers: the "myTOKYOGAS" site, which allows residential customers to check their monthly gas and electricity usage and charges in one place and also exchange points earned by using our services for gifts or making donations to the Japanese Para-Sports Association and environmental causes, and the "myTOKYOGAS Business" site, which provides commercial and industrial customers with visualizations of their monthly gas and electricity usage and charges.

"myTOKYOGAS" members' site for residential customers
"myTOKYOGAS" members' site for residential customers


Facebook
Tokyo Gas also has an official Facebook page. This provides customers with a convenient source of information on a range of topics, including news on Tokyo Gas, recipes and other ideas, entertaining content such as Paccho’s Diary, and information on how to use gas safely and prevent accidents.


Ensuring proper information provision
Proper information provision in accordance with the law and voluntary standards
Although Tokyo Gas Group endeavors to provide customers with the accurate information that they need to make purchasing decisions, an administrative order was issued against us by the Secretary General of the Consumer Affairs Agency regarding the content of an event leaflet in July 2017. We have taken this order very seriously, and the Group will be making a concerted effort to reinforce compliance with the Act against Unjustifiable Premiums and Misleading Representation and ensure proper advertising and labeling. We will continue to make every effort to provide consumers with accurate information by working closely with legal affairs personnel when producing leaflets, catalogs, and pamphlets. We will also continue to provide appropriate information and labeling in accordance with Japan Industrial Standards (JIS) and Japan Gas Appliances Inspection Association (JIA) guidelines, our own internal regulations, and other relevant standards to ensure safe use of the Group’s products and services by customers. The Group will adhere to the sales rules published by the Ministry of Economy, Trade and Industry to guide the sales practices of new entrants following the full liberalization of the electricity and gas retail markets, and we will make sure that information is provided and sales activities are conducted properly without using any language that might mislead the customer.

 
Training session for legal affairs personnel 
Training session for legal affairs personnel 
DFF Inc., Corporate Social Responsibility Sect, General Administration Dept., Corporate Planning Dept., Resources & Global Business Division, Energy Solution Div, Power Buisiness Dept., Pipeline Network Division, IT Division, Residential Sales Div., Fundamental Technology Dept., Energy Solution Div, Environmental Affairs Dept., Purchasing Dept. , Health Insurance & Employees' Welfare Sect., Personnel Dept., Internal Audit Dept., Audit & Supervisory Board Member's Office, Compliance Dept., Regional Development Div., Finance Dept, TGES, TOKYO GAS COMMUNICATIONS, INC.