At GAIL, our diverse customer base spans across multiple sectors, reflecting our pivotal role in India's energy ecosystem. Through robust infrastructure and customer-centric solutions, we enable industries to access cleaner fuels, advanced materials, and sustainable energy alternatives, fostering economic growth and environmental stewardship.
Our customers for various business segments are categorized across the following key areas:
1. Natural Gas Segment: This broad distribution network directly fulfills requirements across the (a) Fertilizer Sector, (b) Power Sector, (c) City Gas Distribution (CGD) Sector, and (d) Various other miscellaneous industrial consumers.
2. Natural Gas Transmission: Supporting bulk energy movement safely across national grid pipelines.
3. Petrochemical Customers: Supplying essential polymer materials and process products to manufacturing sectors.
4. Liquid Hydrocarbon Customers: Catering to clients relying on processed LPG, propane, butane, and liquid fuels.
Our core values are centred on consistently exceeding customer expectations and being their one-stop solution by providing exceptional products. GAIL’s customers can log their complaints online, through letters, emails, calls, video calls and in-person through GAIL coordinators at various Zonal Marketing Offices and the Corporate Office.
To assess and enhance customer satisfaction, GAIL conducts two highly structured feedback mechanisms across its networks on a regular basis: **Customer Value Management (CVM)** surveys and the formalized **Customer Satisfaction Index (CSI)** calculation arrays.
At GAIL, ensuring timely resolution of customer grievances is integral to our service excellence framework. We have established an accessible, efficient, and transparent grievance redressal mechanism to swiftly address and resolve customer concerns across all business segments, including Natural Gas, Petrochemicals, Liquid Hydrocarbons, Gas Trading, and Transmission.
GAIL's goal is to provide an end-to-end customer experience to a large extent. Engagement with customers at multiple contact points throughout the year allows us to build trust with them. Our employees are actively involved in Customer Satisfaction Surveys and Customer complaints resolution processes. Customer engagement activities are aimed at answering customer queries regarding our products, as well as raising awareness about our services. Long-term goals involve building trust and expanding our reach with potential customers.
We leverage technology and customer information to gain an in-depth understanding of our customer's demands, market trends, and polymer grade-specific demands. GAIL offers Natural Gas / RLNG volumes at competitive prices giving customers the flexibility to choose from its diverse gas portfolio. Additionally, the Retail Marketing group has also created an application that notifies customers of any price changes through online modes automatically.
GAIL has also implemented systems to keep the customers informed of the latest developments in gas pricing and gas supply frameworks. Any expected interruptions in gas supply layouts are proactively communicated to consumers as soon as possible via automated e-mails and direct phone calls.