Tue | Sep 26, 2017

Gas Pro tops in customer satisfcation

Published:Thursday | April 13, 2017 | 4:00 AM

Massy Gas Products (Gas Pro) continues to showcase the value of excellent customer service in developing and maintaining good client relations that directly impact business operations and success.

The company received an 84 per cent average rating on the American Customer Satisfaction Index (ASCI), which compares favourably to the globally accepted standards for customer service performance.

Gas Pro's immediate goal is to improve its customer service rating on the ASCI in 2017 to remain in line or surpass the globally accepted benchmark.

Gas Pro's commitment to exceptional customer service has seen it being recognised on more than one occasion. In addition to the outstanding results on the survey conducted by the internationally recognised ASCI, Gas Pro has been awarded twice - in 2013 and 2106 - with a Private Sector Organisation of Jamaica/Jamaica Customer Service Association Customer Service Excellence Award, highlighting Gas Pro as market leader in the field.

Rohan Ambersley, chief executive officer at Massy Gas Products, believes excellent customer service is crucial to business on all levels and is proud of the company's achievements and recognition as the leader in customer service performance in Jamaica.

"We have invested a lot in our customer service management system so we can achieve optimal customer service performance from all levels of our staff. Customer service is a big part of our mandate and subsequently plays a massive role in our business, and as such, we aim for the highest standards throughout our operations," he said.

 

FOCUSED ON IMPROVEMENT

 

Ambersley also revealed that the company's focus is on globally accepted standards for customer service performance, a mark it is already hitting, but hopes to continuously improve.

"We are now focused on improving the areas customers identified to us that we should concentrate on to even better our rating this year and surpass the global customer service performance benchmark," Ambersley said.

The ACSI survey was conducted on Massy Gas Products and focused on three of its customer segments: bulk or commercial users, dealers, and domestic users.

The overall customer satisfaction of 84 per cent was above the benchmark for the group and considered in the upper level of global performance.