Gaz Métro conducts the “Indicatif client" survey each year to assess the satisfaction of residential, commercial, institutional and industrial customers across Québec. This survey allows the company to follow two key indicators: customer satisfaction with a service received, and the satisfaction rates of new customers.
The customer satisfaction rate reflects the overall appreciation of services received from Gaz Métro during a recent interaction such as an installation, contact with a customer service representative or a visit from a technician, sales representative or authorized Gaz Métro partner
For a fifth consecutive year, the percentage of satisfied customers surpassed 90%, reaching 93.8% in 2015, compared with 92.3% in 2014, 94.2% in 2013, 91.3% in 2012 and 91.8% in 2011. This success is attributable to the strong performance of all involved stakeholders, including Customer Service.
Gaz Métro is equally attentive to the satisfaction of its new customers. This index refers to the appreciation of services received from Gaz Métro during all stages of the new customer acquisition process, such as the preparation of an offer by a representative or authorized partner, connection to the natural gas network, appliance installation and follow-up.
In the last three years, the satisfaction rate of new customers has remained above 90%.