Raising Customer Satisfaction to “Profound Delight”
First written in FY2016. 16 of 21 entries say "Restated". Latest entry: FY2026.
Tabaya Holdings moved to the "Worse" side of this theme in 2026.
The whole theme swung hardest in 2018: 2 of 10 companies on the "Worse" side.
2 other companies' latest entry also says "Reframed".
- FY2026ReframedAnnual report
「I. Becoming the No. 1 brand in high-sensitivity customer satisfaction」
The customer-satisfaction-focused policy was reorganized under the new medium-term management plan as the goal of becoming “the No. 1 brand in high-sensitivity customer satisfaction.” - FY2026-H1RestatedAnnual report
「Together with its long-term vision through the fiscal year ending March 2033, “Beautiful United Arrows: By continuing to pursue truth, goodness and beauty, contributing to the realization of a sustainable society and becoming a high-value-added group that continues to be loved by customers,” the Company formulated its medium-term management plan through the fiscal year ending March 2026, “Delivering Delight: Connecting Deeply and Broadly with Customers,” and is pursuing 3 strategies.」
The Company continued to pursue its long-term vision of becoming a high-value-added group that continues to be loved by customers and its medium-term management plan centered on delivering value to customers. - FY2025RestatedAnnual report
「For the fiscal year ending March 2025, the Company set out “Realizing the Delivery of New Value” as its management policy and aimed to achieve its long-term vision and medium-term management plan through 3 strategies.」
The Company reaffirmed throughout the fiscal year its policy of implementing its long-term vision, medium-term management plan and 3 strategies centered on delivering new value to customers. - FY2024RestatedAnnual report
「For the fiscal year ending March 2024, the Company set out “Taking the First Step Toward Delivering New Value” as its management policy and aimed to achieve its long-term vision and medium-term management plan through 3 strategies.」
The Company confirmed throughout the fiscal year its policy for the fiscal year ending March 2024 of delivering new value to customers and achieving this through 3 strategies. - FY2024-Q3RestatedAnnual report
「Against this backdrop, together with its long-term vision through the fiscal year ending March 2033, “Beautiful United Arrows: By continuing to pursue truth, goodness and beauty, contributing to the realization of a sustainable society and becoming a high-value-added group that continues to be loved by customers,” the Company formulated its medium-term management plan through the fiscal year ending March 2026, “Delivering Delight: Connecting Deeply and Broadly with Customers,” and is pursuing 3 strategies.」
The Company continued to pursue its long-term vision and medium-term management plan aimed at becoming a high-value-added group that continues to be loved by customers. - FY2024-Q2RestatedAnnual report
「Together with its long-term vision through the fiscal year ending March 2033, “Beautiful United Arrows: By continuing to pursue truth, goodness and beauty, contributing to the realization of a sustainable society and becoming a high-value-added group that continues to be loved by customers,” the Company formulated its medium-term management plan through the fiscal year ending March 2026, “Delivering Delight: Connecting Deeply and Broadly with Customers,” with the aim of achieving the vision.」
The Company continued to pursue its long-term vision of becoming a high-value-added group that continues to be loved by customers. - FY2024-Q1RestatedAnnual report
「Against this backdrop, together with its long-term vision through the fiscal year ending March 2033, “Beautiful United Arrows: By continuing to pursue truth, goodness and beauty, contributing to the realization of a sustainable society and becoming a high-value-added group that continues to be loved by customers,”」
The Company continued to pursue its long-term vision of becoming a high-value-added group that continues to be loved by customers. - FY2023RestatedAnnual report
「Against this backdrop, the Company set out “Delivering Delight: Excellent Customer Service, Excellent Products, The Power of People, The Power of Products” as its group management policy for the fiscal year ending March 2023.」
The Company continued to pursue, throughout the fiscal year, a policy of enhancing customer value by strengthening customer service, products and facilities, centered on “delivering delight” for the fiscal year ending March 2023. - FY2023-Q3RestatedAnnual report
「Against this backdrop, the Company set out “Delivering Delight: Excellent Customer Service, Excellent Products, The Power of People, The Power of Products” as its group management policy for the fiscal year ending March 2023. Since its founding, the Company has consistently used the customer perspective as a basis for decision-making in management and daily operations. It recognizes its strength as having delivered delight to customers by enhancing, in a balanced manner, people (customer service and services), products (merchandise), and spaces (facilities, physical spaces and the environment).」
Centered on “delivering delight” for the fiscal year ending March 2023, the Company continued to pursue a policy of enhancing customer value through strengthening its customer-focused approach and people, products and spaces, with the aim of improving value for all stakeholders. - FY2023-Q2RestatedAnnual report
「The Company aims to further refine this strength and, starting with enhancing customer value, which forms the foundation of its value creation, improve the value of all stakeholders in a balanced manner.」
Centered on “delivering delight” for the fiscal year ending March 2023, the Company continued to pursue a policy of enhancing customer value through a customer-focused approach and improvements in customer service, products and facilities. - FY2023-Q1RestatedAnnual report
「Against this backdrop, the Company set out “Delivering Delight: Excellent Customer Service, Excellent Products, The Power of People, The Power of Products” as its group management policy for the fiscal year ending March 2023.」
The Company continued to pursue a customer-value-focused policy centered on “delivering delight” as its group management policy for the fiscal year ending March 2023. - FY2022ReframedAnnual report
「As its group management policy for the fiscal year ending March 2023, the Company set out “Delivering Delight: Excellent Customer Service, Excellent Products, The Power of People, The Power of Products.” As a priority strategy for delivering delight, it aimed to restore existing stores and pursued 3 initiatives: 1. Delightful Customer Service: raising sales capabilities; 2. Delightful Creation: raising product capabilities; and 3. Taking on a New UA: proactive trial and error.」
The emphasis on customer satisfaction and customer value was reorganized around “delivering delight” for the fiscal year ending March 2023, with 3 strategies covering customer service, products and the creation of new value. - FY2022-Q2RestatedAnnual report
「Against this backdrop, the Company established “Sustainable Growth and Major Reforms for the Future: Toward Customer Delight in a New Era” as its group management policy for the fiscal year ending March 2022. While focusing on building a robust management foundation capable of responding to the challenging external environment, centered on 2 priority issues, it is also expanding into new business areas with a view to returning to growth.」
The Company continued to pursue its group management policy for the fiscal year ending March 2022, including “customer delight in a new era,” as well as its direction of building a management foundation and expanding into new businesses. - FY2022-Q1RestatedAnnual report
「The Company established “Sustainable Growth and Major Reforms for the Future: Toward Customer Delight in a New Era” as its group management policy for the fiscal year ending March 2022.」
The Company continued to pursue its group management policy for the fiscal year ending March 2022, including “customer delight in a new era.” - FY2021ReframedAnnual report
「As its group management policy for the fiscal year ending March 2022, the Company set out “Sustainable Growth and Major Reforms for the Future: Toward Customer Delight in a New Era.”」
The emphasis on customer value was reorganized around “customer delight in a new era” for the fiscal year ending March 2022, while building on the previous framework of creating 5 types of value. - FY2020RestatedAnnual report
「The Company has also incorporated “5 types of value creation” into its management philosophy. The 5 types of value are “customer value,” “employee value,” “business partner value,” “social value” and “shareholder value,” and the Company considers its mission to be enhancing the value of all stakeholders associated with it.」
The Company continued to pursue the creation of 5 types of value, including customer value, as its management philosophy aimed at enhancing value for all stakeholders. - FY2018ReframedAnnual report
「Of these, the Company places the greatest importance on creating customer value. It believes that raising the other 4 values equally will lead to an improvement in customer value, and that the other 4 values only become meaningful once the creation of customer value has been achieved.」
The Company organized its customer-focused policy as a framework for creating 5 types of value, with the greatest emphasis on customer value, rather than merely restating the single-year slogan “From customer satisfaction to customer delight.” - FY2017-Q3RestatedAnnual report
「As its single-year management policy for the fiscal year ended March 2017, the Company set out the slogan “From customer satisfaction to customer delight!” To achieve this, it established 3 priority initiatives: “Creating products that move the heart: enhancing merchandising capabilities through implementation of basic product policies”; “E-commerce that is remarkably convenient and easy to use: providing e-commerce services only UA can offer”; and “Customer service experiences at the level of delight: creating a culture that produces creative merchants.”」
The Company continued to pursue its policy for the fiscal year ended March 2017 and the 3 initiatives covering products, e-commerce and customer service. - FY2017-Q2RestatedAnnual report
「As its single-year management policy for the fiscal year ended March 2017, the Company set out the slogan “From customer satisfaction to customer delight!” To achieve this, it established 3 priority initiatives: “Creating products that move the heart: enhancing merchandising capabilities through implementation of basic product policies”; “E-commerce that is remarkably convenient and easy to use: providing e-commerce services only UA can offer”; and “Customer service experiences at the level of delight: creating a culture that produces creative merchants.”」
The Company continued to pursue its policy for the fiscal year ended March 2017 and the 3 initiatives covering products, e-commerce and customer service. - FY2017-Q1RestatedAnnual report
「As its single-year management policy for the fiscal year ended March 2017, the Company set out the slogan “From customer satisfaction to customer delight!”」
The Company reaffirmed its policy for the fiscal year ended March 2017, stating that it would provide experiences beyond the purchase through 3 initiatives covering products, e-commerce and customer service. - FY2016First statedAnnual report
「As its single-year management policy for the fiscal year ended March 2017, the Company set out the slogan “From customer satisfaction to customer delight!”」
As its policy for the fiscal year ended March 2017, the Company set out the provision of experiences beyond the purchase.