Sustainability Report 2016

Sustainability Report 2016

*The result was based on surveys conducted by an independent research company. Our target is to exceed a score of 8 out of 10.

Reliability

Uninterrupted gas supply

(over 99.99%)

99.991%

3 days prior notification in

cases of supply interruption

on account of maintenance or

engineering work

100%

Restoration of gas supply

within 12 hours

100%

Safety

Emergency team average

arrival time (within 25 minutes)

Average 21.54 minutes

Appointments

Availability of maintenance and

Installation services within 2

working days

Average 1.14 days

Speed and

Convenience

Customer Service Hotline

(calls answered within 4 rings)

92.53%

Connect or disconnect gas

supply within one working day

100% upon customer’s

request

Deposit refunded at Customer

Centres (2 hours after

disconnection of gas supply)

100% upon customer’s

request

Service Quality

Efficiency*

8.87

Courteous and friendly

attitude*

8.81

Handling Suggestions

Reply within 3 working days

100%

Resolution, or a statement

of when the matter will be

resolved, within 2 weeks

97.92%

Results of Towngas Service Pledge 2016

1.14