Customer-oriented CS MindsetTo remain the customer’s first choice, the Tokyo Gas Group believes that delivering customer satisfaction is more important than simply delivering a product or service. With this understanding, we set the CS Mindset as stated in Tokyo Gas Group Our Code of Conduct. Additionally, we intend to be a customer-oriented enterprise by instilling a mindset that guides our judgments and activities throughout Group personnel.
Concept of the CS Mindset
System for Promoting Customer SatisfactionWe seek feedback from customers through calls to our Customer Center, direct contact and various surveys. The opinions and requests we receive are shared within the company all the way up to top management. They are incorporated into our daily activities as we make improvements and enhance quality.
Customer Satisfaction Promotion CommitteeProviding customers with greater satisfaction is high on our management agenda. Since fiscal 2004, we have been convening the Customer Satisfaction Promotion Committee, which comprises Corporate Executive Meeting members and is chaired by the president. The committee discusses solutions to issues deemed too difficult for individual workplaces or departments to solve as well as issues requiring response by the company as a whole. We also maintain a CS Improvement Promotion Subcommittee, primarily composed of the leaders of departments that come into frequent contact with customers, to promote various measures aimed at enhancing customer satisfaction.
CS Meetings in Each DepartmentEvery department and workplace holds CS meetings to listen to customers and quickly respond to their needs. The meetings offer opportunities to receive new feedback from customers, discuss and implement improvements, and consider and share CS measures.
Service Quality SurveysWe apply the results of surveys to our efforts to meet diversified customer needs.
|HDI-Japan Benchmark survey|
|Electricity retail industry customer service||☆☆☆3 Stars|
|Electricity retail industry portal support||☆☆☆3 Stars|
|JCSI(Japan Customer Satisfaction Index)|
|Electricity retail||1st place in customer satisfaction|
Measures at the Customer CenterThe Tokyo Gas Customer Center receives a wide range of inquiries by phone as the Group’s first point of contact for customers. Toward providing faster and more accurate responses, the center continually strives to improve its service by preparing detailed forecasts for inbound call traffic, optimizing shift work schedules, and creating a new system for receiving inquiries about retail electricity and other new services.
Making the Best Use of Customer Feedback
・After reviewing the FAQs, we added images and video clips to make our responses easier to understand.Note: The FAQs below are the translation of the Japanese website. Please click here for English website.
・We created more specific and relevant answers by providing additional filtering options.
If the response is “No” or “There are no other gas appliances.”
Tokyo Gas WebsiteThe Tokyo Gas website receives applications for gas and electricity services and provides useful information to customers, such as on how to respond in the event of an earthquake, gas leak or other emergency, as well as lifestyle and living guides. We provide information for both individual and organizational customers and disclose corporate information.
Heat Shock ForecastsTokyo Gas has been providing Heat Shock Forecasts, jointly developed with the Japan Weather Association, on the JWA’s tenki.jp website since October 2017. The service displays heat shock potential calculated from indoor temperature differences on the basis of weather prediction information and is intended to highlight the need to take baths safely in the winter. On the myTOKYOGAS membership website for residential customers, we provided personalized heat shock forecasts tailored to specific indoor conditions after having the customer enter information such as the type and age of their house. Our information on bath use patterns of customers and expertise on housing and air-conditioning equipment contributed to the development of the heat shock forecast service.
Unified Management of Information on Gas and Electronic AppliancesWe have been providing a free-of-charge service since autumn 2017 that allows for the integrated management of information on gas and electronic appliances at home through the integration of the Torisetsu user guides through the smartphone app of TRYGLE Co., Ltd. with myTOKYOGAS. A customer simply enters their myTOKYOGAS login ID into Torisetsu to automatically register their major gas appliances. Customers can easily obtain user guides for gas appliances and contact information about nearby LIFEVAL and Enesta service outlets in the event of an emergency. The Web version of Torisetsu will have additional functions starting in summer 2018 so that it can be useful for more customers.
Audiobook Service FuromimiIn July 2017, we launched an audiobook service that allows users to listen to books read aloud while taking a bath. Furomimi was jointly developed with OTOBANK Inc. and QUANTUM Inc. with the concept of aural refreshment. Using waterproof smartphones, users can enjoy taking a bath with Furomimi, which provides original content such as stretching exercises for use in the bathroom as well as voice training and books.
Ensuring Proper Information Provision