We have adopted a customer-centric approach to achieve this and implemented various initiatives such as online registration and payment, using automatic smart meters to record natural gas consumption, and offering mobile applications for a seamless experience.
Customer loyalty and satisfaction are at the heart of GAIL’s business and are highly essential for its long-term growth. We are committed to improving our customer experiences by continuously monitoring and evaluating them through various means, including customer feedback surveys, customer engagement initiatives, and market research. This knowledge enables us to improve our products and services and ensure customer satisfaction.
The Customer Satisfaction Index (CSI) is an in-house attempt to collect feedback from customers. A link is provided to all active customers to their registered email. Customers share their feedback on various parameters of quality and services. Their feedback is collected through SAP and analyzed. The observation is mitigated promptly and appropriately and thereafter customers are informed to complete the loop. The customer satisfaction score in FY 2022-23 was 89%.
Product Labelling
We focus on providing our customers with comprehensive information on the social, economic, and environmental impact of our products through responsible product labelling. GAIL ensures that the information given is sufficient and correct. During the reporting period, there were ‘NIL’ instances of noncompliance with regulations or voluntary codes related to the health and safety effects of our products and services. As per the Plastic Waste Management (Amendment) Rules, 2022, our product labels communicate to all petrochemical customers, not to use GAIL’s products in the production of banned single-use plastic items.
Customer Privacy
Customer privacy concerns encompass data protection, ensuring that information/data is used for the intended purpose, maintaining confidentiality, and preventing information theft or abuse. We place a high emphasis on our customers' privacy and take the necessary steps to ensure that there are no breaches such as leaks, thefts, or loss of customer data. There were no incidences of consumer privacy violations reported in FY 2022-23.
Customer Grievance Redressal
GAIL provides numerous means for customers to log complaints - through their website, through letters, emails, or in-person at their physical complaint registers located in various Zonal Offices. business segments can log their complaints, suggestions, and grievances through GAIL's Customer Relationship Management (CRM) system at any time. Complaints received through the CRM module are forwarded to the appropriate Zonal Offices, where their technical, finance, and marketing teams collaborate to address and resolve the issue as soon as possible. In FY 2022-23, a total of 74 complaints were received with 100% of them being properly handled. Furthermore, 100% of technical concerns received at GPTC were handled satisfactorily.