Improving Customer Satisfaction through Enhanced Q・S・C

「At our stores, we have focused on developing Kitchen Meisters and Service Meisters, working to enhance customer experience value through improvements in cooking and customer-service skills.」

「At our stores, we established the new Kitchen Meister program, an enhanced version of the former Kiritsuke Meister program, and have worked to improve overall cooking skills. Alongside developing Service Meisters to improve customer-service skills, we have focused on enhancing customer experience value.」

「At our stores, we have focused on developing Kiritsuke Meisters and Service Meisters to improve slicing and service skills, working continuously to raise our NPSⓇ (Net Promoter Score) rating and enhance customer experience value, thereby improving QSC at stores.」

「At our stores, we have focused on developing Kiritsuke Meisters and Service Meisters to improve slicing and service skills, working continuously to raise our NPSⓇ (Net Promoter Score) rating and enhance customer experience value.」

「We are advancing value appeal by holding fairs featuring carefully selected toppings and focusing on improving slicing and customer-service skills through the Kiritsuke Meister and Service Meister programs, as well as developing leaders.」

「We are advancing value appeal by holding fairs featuring carefully selected toppings and focusing on improving slicing and customer-service skills through the Kiritsuke Meister and Service Meister programs, as well as developing leaders.」

「In our core conveyor-belt sushi business, we pursued price appeal by expanding the range of products priced at ¥100 per plate, including tax, to more than 100 items. We also pursued value appeal by holding fairs featuring carefully selected toppings and focusing on improving slicing and customer-service skills through the Kiritsuke Meister and Service Meister programs, as well as developing leaders.」

「We will work to improve QSC at stores by developing and retaining outstanding personnel through the introduction and use of certification programs such as the Kiritsuke Meister and Service Meister programs, as well as by reviewing the performance evaluation system covering employees from part-time partners through full-time employees.」

「At recently renovated stores, we have introduced contactless services, including an automated customer guidance system, self-service checkout counters, and “Mobile Ordering,” which allows customers to use their own smartphones in place of a touchscreen.」

「Regarding store operations, we are working to strengthen in-store preparation techniques in order to serve customers better-tasting sushi. During the first quarter under review, we renovated 12 stores and worked to improve productivity by introducing the latest equipment, including dedicated high-speed lanes for delivering orders.」

「In store operations, we held training sessions in connection with the sushi-rice revamp and strengthened in-store cooking skills to provide customers with better-tasting sushi. We also reviewed work processes and staffing allocations to shorten waiting times during peak periods and advanced these improvements.」

「In store operations, while continuing to prioritize product and service quality, we strengthened initiatives to shorten serving and waiting times, eliminate sources of dissatisfaction, and sustainably improve customer satisfaction. As measures to prevent the spread of COVID-19, we provided an environment where customers could dine safely and with peace of mind by conducting daily health checks for employees at all stores, including temperature checks, requiring masks to be worn, providing alcohol-based disinfection and hand-sanitizer stations, and implementing social-distancing measures.」

「In store operations, while continuing to prioritize product and service quality, we strengthened initiatives to shorten serving and waiting times, eliminate sources of dissatisfaction, and sustainably improve customer satisfaction. As measures to prevent the spread of COVID-19, we provided an environment where customers could dine safely and with peace of mind by conducting daily health checks for employees at all stores, including temperature checks, requiring masks to be worn, providing alcohol-based disinfectants and hand-sanitizer stations, and enforcing social distancing.」

「From a store-operations perspective, while continuing to prioritize product and service quality, we strengthened initiatives to shorten serving and waiting times, eliminate sources of dissatisfaction, and sustainably improve customer satisfaction.」

「From a store-operations perspective, while continuing to prioritize product and service quality, we strengthened initiatives to shorten serving and waiting times, eliminate sources of dissatisfaction, and sustainably improve customer satisfaction.」

「From a store-operations perspective, while continuing to prioritize product and service quality, we strengthened initiatives to shorten serving and waiting times, eliminate sources of dissatisfaction, and sustainably improve customer satisfaction.」

「From a store-operations perspective, while continuing to prioritize product and service quality, we have strengthened initiatives to shorten serving and waiting times, eliminate sources of dissatisfaction, and sustainably improve customer satisfaction.」

「From a store-operations perspective, while continuing to prioritize product and service quality, we have strengthened initiatives to shorten serving and waiting times, eliminate sources of dissatisfaction, and sustainably improve customer satisfaction.」

「From a store-operations perspective, while continuing to prioritize product and service quality, we have strengthened initiatives to shorten serving and waiting times, eliminate sources of dissatisfaction, and sustainably improve customer satisfaction.」

「From a store-operations perspective, we continue to prioritize improving the quality of products and services, while working continuously to eliminate sources of dissatisfaction and sustainably improve customer satisfaction.」

「In addition, from a store-operations perspective, we worked to strengthen in-store operations by continuing to review cooking manuals and take steps to improve speed in order to provide customers with better products and service.」

「In addition, from a store-operations perspective, we worked to strengthen in-store operations by continuing to review cooking manuals and take steps to improve speed in order to provide customers with better products and service.」

「In addition, from a store-operations perspective, we have continued reviewing cooking manuals and taking steps to improve speed in order to provide customers with better products and service, thereby strengthening operations.」

「From a store-operations perspective, we have reviewed cooking manuals and taken steps to improve speed in order to provide customers with better products and service. In addition, whereas all Kappa Sushi stores were previously managed through 8 operating divisions, we divided them into 12 divisions to establish a structure enabling more detailed management and training. Alongside stronger store operations, our business-structure reform is progressing smoothly.」

「However, inadequate execution of sales strategies and insufficient improvement of work skills weakened store operations. This led to fewer customer visits and higher costs, including product disposal losses and labor costs, resulting in lower sales and profit.」

「We have continued to increase and train store personnel, maintain an adequate supply of products on the conveyor belt, create attractive conveyor belts and stores for customers, and respond quickly to touchscreen orders, with the aim of eliminating lost sales opportunities.」

「In store operations, we worked to improve customer satisfaction by enhancing Q, quality; S, service; and C, clean stores.」