Establishing and Embedding Customer-Oriented Business Conduct (Fiduciary Duty)
First written in FY2017. 9 of 12 entries say "Advanced", first in FY2018. Latest entry: 2026-05-15.
1 other company's latest entry also says "Advanced".
- 2026-05-15AdvancedManagement Planning
「お客さまと社員の”声”を直接経営に活かすサイクルとして、2024年に発足した社員参画型の「みんなの声委員会 -ECHO-」を一層強化するため、同委員会への営業所、貯金事務センター等フロント組織社員の参画を拡大。」
「みんなの声委員会 -ECHO-」へのフロント組織社員の参画拡大を通じ、顧客本位と企業風土改革の取組みを進めている。 - FY2025ReframedAnnual report
「The Service Improvement Committee, chaired by the Representative Executive Officer and President, was reorganized and renamed the Everyone's Voice Committee -ECHO-. All officers and employees worked together to promote the proposal and improvement of products and services using customer feedback, workplace improvements based on employee feedback, customer-oriented business conduct and organizational culture reform.」
The framework for promoting customer-oriented business conduct was reorganized into the Everyone's Voice Committee -ECHO-, which centrally uses feedback from customers and employees. - FY2024AdvancedAnnual report
「A framework for centrally managing customer feedback was established」
For customer-oriented business conduct, a framework for centrally managing customer feedback and an improvement scheme through bodies such as the Service Improvement Committee were clearly set out. - FY2022AdvancedAnnual report
「In face-to-face channels, we further trained employees to provide asset-building advice tailored to each customer and launched online consultations, enabling customers to consult employees at our directly operated branches from home or elsewhere using a smartphone or computer.」
For customer-oriented business conduct, we advanced the launch of online consultations, the elimination of mutual fund purchase fees through digital channels, and a review of the product lineup. - FY2022-Q1RestatedAnnual report
「The restoration of the severely diminished trust of shareholders, investors, customers and other stakeholders in the JAPAN POST Group remains a work in progress. As the JAPAN POST Group, we have implemented measures to restore customer trust while being monitored by the JP Reform Implementation Committee, which consists of external experts.」
For customer-oriented business conduct, the status of implementing trust-restoration measures under monitoring by external experts was reconfirmed. - FY2021AdvancedAnnual report
「We worked to develop customer-facing sales tools that clearly summarize product details, train employees who advise customers on asset building and enhance after-sales support, and pilot the placement of Senior Life Advisors to strengthen services for elderly customers.」
For customer-oriented business conduct, specific customer service measures were advanced, including sales tools, training for advisory staff, and pilot placement of advisors for elderly customers. - FY2021-Q3AdvancedAnnual report
「With respect to such cases, we will promptly confirm customers' intentions and take necessary measures, including contract invalidation, while continuing our efforts to conduct business in a customer-oriented manner.」
For customer-oriented business conduct, the process reached the stage of specifically confirming customer intentions in cross-selling cases and taking measures including contract invalidation. - FY2021-Q2AdvancedAnnual report
「As the JAPAN POST Group, we formulated the Commitment to Restoring Customer Trust with advice from the JP Reform Implementation Committee, which consists of external experts.」
For customer-oriented business conduct, the JAPAN POST Group formulated a formal commitment to restore trust with advice from external experts, and our bank reached the stage of working to put it into practice. - FY2020AdvancedAnnual report
「In addition, to continuously improve services for all customers, not only elderly customers, we established the Service Improvement Committee, chaired by the Representative Executive Officer and President.」
For customer-oriented business conduct, in addition to follow-up and recurrence prevention measures for sales deficiencies, the Service Improvement Committee, chaired by the president, was established. - FY2019AdvancedAnnual report
「To regularly review the status of initiatives based on the Basic Policy on Customer-Oriented Business Conduct, we have established key performance indicators (KPIs) and publish the results, among other measures, as we work to provide high-quality financial services oriented toward customers.」
For customer-oriented business conduct, a measurement and disclosure framework was introduced through the establishment of KPIs and publication of the results. - FY2018AdvancedAnnual report
「In June 2017, the Bank published its “Basic Policy on Customer-Oriented Business Conduct” and worked to embed and promote it. In March 2018, it updated and republished the policy to promote its further adoption.」
Regarding customer-oriented business conduct, efforts to embed it were advanced by updating its content following the publication of the basic policy. - FY2017First statedAnnual report
「We will also work to establish and embed customer-oriented business conduct (fiduciary duty), proposing asset management products, including mutual funds and variable annuity insurance, tailored to customers' asset management needs and investment experience.」
For customer-oriented business conduct, proposing products according to customers' asset management needs and investment experience was described as an independent issue for the first time, as a means of putting that conduct into practice.