Policy and Approach
In accordance with our corporate motto of “Always striving to help people everywhere achieve better health and enhance their quality-of-life,” and the notion of “Be passionately consumer-focused,” the first of our Fundamental Management Principles, we strive to be the kind of company which gains the trust of customers and continues to be their preferred choice. To do so, we will: 1. Listen carefully to what each and every customer has to say and provide them with useful information in a polite, appropriate and prompt manner in the hope of improving customer satisfaction; and 2. Share feedback from customers within the Group to help improve products and services.
Customer Feedback (Japan)
In FY2019, the Customer Help Desk received around 26,000 instances of feedback (90% YoY) via email and other methods. The breakdown by product category is 73% oral care, 8% hair care, 8% food products, 5% skin care, and 6% other. Sharing the content of customer feedback allows us to improve quality through changes to products and manufacturing processes.
Number of instances of customer feedback received by year
Breakdown of feedback by category
Results of Customer Satisfaction Survey (Japan)
Seeking improvements to our customer service, we conduct customer satisfaction surveys. Our target level of satisfaction is 90% or above. During FY2019, satisfaction dropped by five points from the previous year to 84% (satisfied and largely satisfied). We will try once more to achieve our target through quick and appropriate service and by promptly incorporating customer feedback into business operations.