Performance indicators

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  • Response time policy

    Management approach

    To monitor the quality of its customer service, Gaz Métro has established quality thresholds for the telephone response time for its various customer and activity segments. Whether in response to emergency calls or customer calls, the response time is between 20 and 180 seconds. Emergency calls are taken by Customer Service during normal business hours and by Corporate Control outside these times. The percentage-compliance with response time policy indicator measures the percentage of calls answered within the prescribed time limits.
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  • Complaints management

    Management approach

    In 2003, Gaz Métro adopted an integrated complaints management directive and created an Office of the Complaints Coordinator. The directive shows Gaz Métro’s commitment to finding solutions that will sustain good business relations with current and potential customers. Customer Service is responsible for this directive, and managers must see to the directive’s application with their staff. Internal associates from the various departments represent the company to its customers and are responsible for handling and resolving complaints in their respective departments. Monthly, quarterly and annual reports are prepared and presented to the company’s senior management.

    Complaints allow us to gauge the effectiveness and efficiency of business processes as well as the impact of behaviours and methods. From the standpoint of continued improvement, Gaz Métro uses its integrated management system to follow up on complaints and take corrective action as needed.
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    Complaints processing refers an agreement with the customer on the chosen method and required time to resolve a complaint. The count of two business days starts the day after the complaint is received (objective: 95%). The complaints resolution time refers to the time between the date the complaint is received and the date the file is closed, depending on the complaint type (objective: 92%).
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  • Customer satisfaction survey

    Management approach

    Mindful of its customers’ needs and preferences, Gaz Métro takes special care to keep them satisfied. Two key surveys—namely, the “Indicatif client” survey and the major industry customer survey—monitor changes in customer satisfaction over time. Gaz Métro has conducted both surveys in their current form systematically and on an annual basis for over ten years.
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    “Indicatif client” survey

    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%.
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    Survey conducted with major industry customers

    An annual survey is also conducted among major industry customers.  This survey’s primary aims are to measure overall satisfaction with Gaz Métro, with consultants who are in direct contact with the customer, and with the company’s various departments. Following a downward trend between 2012 and 2014, the satisfaction rate of major industry customers bounced back significantly from 80% to 90% of customers being very satisfied (representing an appreciation of between 8 and 10). The results of the 2015 survey are notably attributable to the actions Gaz Métro took during fiscal 2015 to better inform its customers about its products and services.
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    Note: The data shown for the satisfaction of major industry customers is rounded to the nearest unit, whereas the data shown for customer satisfaction and for the satisfaction of new customers is rounded to the nearest tenth.
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