Creating a Customer Cycle and Lifetime Customers Through the Rollout of Service Centers
First written in FY2021. 4 of 10 entries say "Advanced", first in FY2022-Q2. Latest entry: FY2026.
The whole theme swung hardest in 2020: 1 of 9 companies on the "Worse" side.
0 other companies' latest entry also says "Other".
- FY2026Updated Estimated Service-Market SizeAnnual report
「The automotive servicing market in Japan is estimated at approximately ¥5.9 trillion (Note 4), making it a very large market on a par with the used-car market.」
The policy of driving customer circulation and converting customers into lifetime customers through the rollout of service centers remains in place, and the estimated size of the automotive servicing market has been updated to approximately ¥5.9 trillion. - 2026-05-01AdvancedGeneral Meetings of Shareholders
「The total number of service centers has also reached 42. Of these, 31 have obtained designation as designated service centers that can complete final vehicle inspections in-house.」
The rollout of service centers progressed from the previously stated policy and plans to disclosed results of 42 locations, including 31 designated service centers. - FY2025RestatedAnnual report
「We will continue developing service centers with the aim of expanding the cycle of transactions with customers, converting them into repeat customers, and retaining them as lifetime customers.」
The company continues to pursue customer circulation through service centers, conversion into repeat customers, and cost-efficiency improvements through in-house operations. - FY2024RaisedAnnual report
「We will continue developing service centers with the aim of expanding the cycle of transactions with customers, converting them into repeat customers, and retaining them as lifetime customers.」
The service-center rollout plan now covers 10 stores, expanding from the 7 locations in the previous plan. The policy of encouraging customer circulation and converting customers into lifetime customers also remains in place. - FY2024-Q3RaisedAnnual report
「Compared with the previous forecast, selling, general and administrative expenses are expected to continue increasing due to higher personnel expenses, as new openings of large-format stores are expected to increase in the second half and the next fiscal year.」
For new large-format store openings, the company now expects more openings in the second half and the next fiscal year than in its previous forecast. The scope of its large-format-store-led growth strategy is expanding. - FY2024-Q1AdvancedAnnual report
「Retail unit sales at directly operated stores in Japan during the three months from 1 March 2023 to 31 May 2023 totaled 39,266 units, up 4.6% year on year, the highest result ever for a cumulative first-quarter period. The main factors were the commencement of operations at large-format stores opened in the previous fiscal year and steady retail unit sales at existing large-format stores.」
As the large-format store opened in the previous fiscal year became operational and existing large-format stores also performed steadily, domestic company-operated stores recorded their highest-ever retail unit sales for a cumulative first-quarter period. This indicates progress in customer acquisition and sales expansion through the rollout of large-format stores. - FY2023RaisedAnnual report
「Company-operated stores 10 stores Planned investment: ¥2,000 million September 2022–during the fiscal year ending February 2024 Service centers/body shops 7 locations Planned investment: ¥3,200 million September 2022–during the fiscal year ending February 2024」
For the rollout of large-format stores and service centers, the company presented an investment plan covering 10 company-operated stores, 7 service centers and body shops, and total investment of ¥5.2 billion. The scope of locations and investment has expanded from the previous plan. - FY2022AdvancedAnnual report
「Company-operated stores 7 stores Planned investment: ¥1,400 million September 2021–during the fiscal year ending February 2023 Service centers/body shops 6 locations Planned investment: ¥1,800 million September 2021–during the fiscal year ending February 2023」
For the rollout of large-format stores and service centers, the company presented a capital investment plan of ¥1,400 million for 7 company-operated stores and ¥1,800 million for 6 service centers and body shops. - FY2022-Q2AdvancedAnnual report
「The company has positioned the development of large used-vehicle stores with high capital efficiency and the development of service centers equipped with the latest facilities as the pillars of its future domestic growth strategy. To concentrate management resources and further advance these initiatives, it decided to withdraw from its BMW and MINI new-vehicle dealership business in Asahikawa, Hokkaido, and western Chiba Prefecture.」
The rollout of service centers was clearly positioned as a pillar of the domestic growth strategy, and the company indicated that it would withdraw from the new-car dealership business and concentrate its management resources on advancing this initiative. - FY2021First statedAnnual report
「The Company is expanding its service-center network with the aim of increasing the cycle of transactions with customers, converting them into repeat customers and retaining them as lifetime customers. Japan's automotive service market is estimated at approximately ¥5.4 trillion, making it very large alongside the used-car market. The Company can also improve cost efficiency through in-house operations, among other benefits.」
The Company identified service-center expansion as a new growth initiative, targeting a recurring transaction cycle after vehicle sales, repeat customers and cost efficiencies through in-house operations.