Prompt Response to Customer Feedback
Basic Approach
Our company has established a Customer Service Office, which reports directly to the president, to utilize the voices of customers who use our stores and services in our business.
The Customer Service Office responds sincerely to the opinions and requests it receives, and strives to satisfy each and every customer.
We also consider the meaning of submitted opinions and share them internally to develop and improve products and services, and reflect the feedback in our corporate activities.
Customer Service Office
In the fiscal 2022, our Customer Service Office received 91,821 customer comments via telephone, letters, and the Internet.
This feedback is promptly conveyed to the department in charge through our internal system, which responds accordingly.
By having the responsible department deal with a matter, we are able to respond more quickly and professionally, improve customer satisfaction, and work to solve the basic underlying issue.
Furthermore, opinions and consultations that have a significant impact on our business are reported to the Risk & Compliance Administration Office and appropriate measure taken.
Examples of Responses
(1) During fiscal 2022, a series of price adjustments were initiated for numerous products, commencing with beverages. This measure was necessitated by the escalating costs of raw materials.
(2)Despite customers becoming increasingly price-conscious, we unintentionally inconvenienced them through instances of missing price tag replacements and product misplacements.
(3) To rectify this issue, proactive steps are being taken to address the situation. This includes internal awareness campaigns and the sharing of pertinent examples to foster improvement.