Guangzhou Gas Group - Mystery Customer Study on Gas Business Services
Company overview
Guangzhou Gas Group Co., Ltd. is a key pillar enterprise in Guangzhou's public utilities sector, long-term responsible for the production, transmission, sales, and service of urban gas. The company's operations cover major administrative areas of Guangzhou, with numerous wholly-owned, controlled, and jointly-owned subsidiaries, committed to providing safe, high-quality, and efficient gas supply and services to both residents and enterprises, positioning itself as a leading urban gas operator in the South China region
Research background
As urban public service standards continue to improve, citizens' demand for standardized, professional, and humanized gas services is growing stronger. To further optimize service quality, standardize service processes, and unify service standards, Guangzhou Gas Group plans to conduct a comprehensive quality monitoring and evaluation of its service system. Through independent third-party assessments, potential weaknesses and inefficiencies in the service chain will be identified, driving upgrades in overall service capabilities and process improvements
Research scope
In March 2017, CEIDEA Research was commissioned by Guangzhou Gas Group to conduct a one-year mystery customer study across 12 service points established by the group's 6 wholly-owned subsidiaries, 1 controlled subsidiary, and 3 joint ventures. The study covered four key service modules: on-site visits, service hall operations, construction site services, and telephone customer service. Assessments were conducted quarterly: 9 visits (4 cycles) for on-site services, 39 visits (4 cycles) for service halls, 3 visits (4 cycles) for construction sites, and 15 visits (4 cycles) for telephone services. Using a standardized mystery customer evaluation process, key dimensions such as staff service etiquette, business compliance, and response efficiency were comprehensively assessed.
Expected outcomes
The study will enable Guangzhou Gas Group to systematically understand the implementation of employee behavior standards across various service scenarios, identify gaps and weaknesses in service processes, and determine key directions for service quality improvement. The findings will provide scientific support for standardizing service procedures, enhancing employee service capabilities, and performance evaluation within the group. Additionally, the research lays a solid foundation for the group's service system optimization and customer satisfaction enhancement.
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