CSG discloses its 2014 Third Party Customer Satisfaction Assessment

Gallup , the world leading consultancy firm ,published 2014 CSG Third Party Customer Satisfaction Assessment report. The report indicated CSG scored 79 points in the overall customer satisfaction, 3 points higher than 2013 result. Scores by residents and industry clients demonstrated a notable increase , which helped the overall satisfaction improvement. Overall satisfaction at county –level subsidiaries made a remarkable 5 points improvement.

The third Party satisfaction has met the requirements set by CSG Mid-to-Long Term Development Strategic Plan. In terms of customer satisfaction, CSG is narrowing the gap with international leaders. The report demonstrated a steady improvement of 2014 results compared to the 2013 one. Grid-wide, branches and subsidiaries have made improvements. Guangdong Power Grid , already a leading player, made a 3 point growth on its 2013 basis, Yunnan Power Grid and Guizhou Power Grid made remarkable growth, improved by 5 points and 4 points respectively. Guangxi Power Grid improved by 3 points , Hainan Power Grid made one- point improvement. Guangzhou Power Supply Bureau and Shenzhen Power Supply Bureau maintained their leading positions and both made one- point improvement.

If we read detailed comments from the four types of clients grid-wide, CSG scored an overall improvement. The key of success lies with industry clients’ and residents’ satisfaction. These two types of clients, represented the highest weighting ,both secured 3- point growth. Overall satisfaction with CSG direct jurisdictions made progress on the basis of 2013. Overall satisfaction with county-level subsidiaries improved by 5 points. Though county-level progress made a positive impact on CSG overall scores, we can not ignore the fact that its performance are still lagging behind CSG direct jurisdictions.

If we read the eight key module index, we will find steady improvement in every sector. Most of CSG service terminals won more support and recognition compared to that of 2013.Customer satisfaction demonstrated improvement in tariff settlement, business outlets, 95598 customer hotlines, customer communication and problem shooting.

The report noted CSG’s sound client relations in 2014, but it warned declining performance in terms of business handling at a number of CSG branches and subsidiaries. The report reminds CSG that it still has a long way to go to boost its customer communication and problem shooting capacity. The report advices CSG to take concrete measures to improve its communication with its clients and to make continuous efforts in problem shooting.