Incorporating Customer Opinions
Principle and Outline
Osaka Gas has received a large number of opinions from customers on various occasions and has reflected them in its efforts to improve its service quality and business operations. Voices of customers that reach our customer centers, our website, and our showrooms are incorporated into the “C-VOICE” database system and are shared by all employees. We will use the information accumulated in the database to respond not only to existing needs but also potential and future needs.
The Daigas Group strives 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. In April 2020, we launched a new service whereby artificial intelligence (AI) automatically responds by voice to phone calls made by customers to arrange a schedule change for gas equipment inspection, using the Voice Digital Transformation (DX) Consulting Model* provided by NTT Communications Corporation.
Aiming to further improve service in additional ways, we will optimize the assignment of Customer Center operators and introduce an automated attendant system to ensure that phone calls can be answered at all hours. We will also continue our efforts to further enhance our system for accepting requests, applications, etc. online.
- * The Voice Digital Transformation (DX) Consulting Model is a solution that automates the entire process, from response at the contact center to clerical processing, by combining an interactive AI engine and application programming interface (API; a system for sharing the functions of software)
■ “Hello Network” of Osaka Gas
Click here for further information on the Internet Customer Center (Japanese version only)
For more details, click here for the press release “Osaka Gas to Partner with NTT Com to Launch an AI-automated Voice Response Service at Its Contact Center.”
Management of Energy Contact Center
Contact center for customers using our gas air conditioners
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 later with all management and employees. In particular, with regard to complaints, we try to share not only the factual process and the status of our response to customers, but also measures to prevent recurrence and improve our systems.
■ Overview of C-VOICE
Examples of improvement in product development and service quality based on customers' comments
At Osaka Gas, we work to develop various products and improve the quality of services based on comments from our customers. In FY2022, we focused on improving our mechanisms at digital contact points (our official website, My Osaka Gas site, etc.)
Our efforts to improve our products and services are reported to our customers. Our website introduces various examples of improvements with the aim of attracting more comments from customers.
Click here for more information on examples of products and services that have been improved based on customer feedback. (Japanese version only)
Efforts to reflect the voices of customers in our efforts to improve business operations
The Daigas Group deals directly with customers through various operations, including opening of gas lines, repair of gas appliances, sales and installation of appliances, regular security patrols (gas facilities inspections), and response to telephone inquiries (at the customer centers). We endeavor 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, we have conducted the “Customer Satisfaction Survey” since 1988, covering five operations that deal directly with customers. The results of this survey are reflected in our efforts to improve daily operations and enhance CS awareness among Group employees and Osaka Gas service chain employees.
The results of this survey are also reflected in the materiality indicators. We manage our progress toward achievement of our 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
An invitation to a chat shown on the screen
Osaka Gas has been offering expanded customer support using a chat system for customers using the Osaka Gas website and message APP.
An invitation to a chat will be shown on the screen to customers who are viewing “FAQ & Inquiry,” “Electricity Service,” or “Products and services” of the “Residential Customers” page. Customers’ questions are answered by a robot (artificial intelligence [AI]).
For our customers using the message app LINE, we are providing a service that enables them to file inquiries to us under the “chat” format from the “talking” page.
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.
- Sustainability of
the Daigas Group
- Values and Sustainability Promotion of the Daigas Group
- Daigas Group's Values Daigas Group Charter of Business Conduct and Management Policy Daigas Group Code of Business Conduct Sustainability Promotion System and Management Stakeholder Engagement Initiatives the Daigas Group Participates In Commendation from the Outside
- Sustainability Management and Value Creation Process
- Value Creation Process of the Daigas Group Long-Term Management Vision 2030 Medium-Term Management Plan 2023 Daigas Group Carbon Neutral Vision
- Actions on Materiality
Materiality of the Daigas Group
Materiality Review Cycle
Creating Value for Customers
(Charter I) Contributing to the Sustainability of the Environment and Society
(Charter Ⅱ) Engaging with and Contributing to Society (Charter Ⅲ) Respecting Human Rights
(Charter IV) Complying with Laws and Regulations (Charter V) Providing Work Environment That Supports Employees’ Personal Growth (Charter VI)
- Corporate Governance
- Corporate Governance Risk Management Compliance Messages from Outside Directors
- Value Chain and Sustainability
- Consideration for the Value Chain and Stakeholders Social Impact of Business Activities in Our Energy Value Chain and Our Efforts toward Sustainability
- FY2022 Activities Report
- Creating Value for Customers (Charter I)
Charter I Index
Management for Creating Value for Customers
Safety and Security 1:
Procurement Stage Safety and Security 2:
Processing Stage Safety and Security 3:
Distribution Stage Safety and Security 4:
Consumption Stage Incorporating Customer Opinions Proposing New Value
- Contributing to the Sustainability of the Environment and Society (Charter Ⅱ)
- Charter Ⅱ Index Management toward Contributing to the Sustainability of the Environment and Society Environmental Management Environmental Management: Indicators, Targets and Results Actions for Climate Change: Recognition of and Action on Risks and Opportunities Actions for Climate Change: Method to Evaluate Effects of CO2 Emissions Reduction Actions for Climate Change: Working to Reduce CO2 Emissions in Business Activities Actions for Climate Change: Working to Reduce CO2 Emissions at Customer Sites Efforts in Resource Recycling Conserving Biodiversity Developing Environmental Technologies Addressing Environmental Risk Promotion of Green Purchasing Environmental Communication
- Engaging with and Contributing to Society (Charter Ⅲ)
- Charter Ⅲ Index Management of Engagement with and Contribution to Society Activities for Promoting Communication with Society Corporate Volunteering Activities under the Small Light Campaign Social Contribution Activities Activities at Osaka Gas' Foundations
- Respecting Human Rights (Charter IV)
- Charter IV Index Status of Management regarding Respect for Human Rights Human Rights Due Diligence Action on Human Rights
- Complying with Laws and Regulations (Charter V)
- Charter V Index Management for Complying with Laws and Regulations Compliance Promotion Efforts Efforts for Protection of Personal Information Information Security Consultations and Reports from Partner Companies
- Providing Work Environment That Supports Employees’ Personal Growth (Charter VI)
- Charter VI Index Status of Management to Support Employees' Personal Growth Employment Acceptance of Diversity Balancing Work and Family Human Resource Development and Rewards Communication Between Employees and Company Improving Occupational Health and Safety
- Reporting Guidance and Guidelines and ESG Data
- Reporting Guidelines