Highly loyal customer base and improvement in CX metrics
First written in FY2020. 4 of 8 entries say "Advanced", first in FY2025. Latest entry: FY2026.
No other company in this theme has enough history to compare yet.
- FY2026AdvancedAnnual report
「CX metric Purchase intention, intention to continue, and intention to recommend (each fiscal year): improvement from the previous fiscal year 6.38 (previous fiscal year's result: 6.28)」
The CX metric improved from 6.28 in the previous fiscal year to 6.38, indicating progress toward the goal of year-on-year improvement. - FY2025AdvancedAnnual report
「CX metric: purchase intention, intention to continue, and intention to recommend (each fiscal year): improvement from the previous fiscal year 6.28 (previous fiscal year's result: 5.99)」
The CX metric improved from 5.99 in the previous fiscal year to 6.28, indicating progress toward the goal of year-on-year improvement. - FY2025-H1ReframedAnnual report
「CX metric (each fiscal year): improvement from the previous fiscal year 5.99」
Under the numerical targets after the plan review, the company set a goal of improving the CX metric year on year and reported an actual result of 5.99. The target for the number of high-loyalty customer accounts was not included in the target list after this review. - FY2024-Q3SoftenedAnnual report
「Number of high-loyalty accounts (fiscal year ended March 2025): 30% increase from the fiscal year ended March 2020; (fiscal year ending March 2026): 30% increase from the fiscal year ended March 2020」
The target for the number of high-loyalty customer accounts was maintained at a 30% increase from the fiscal year ended March 2020, but the target year was extended from the fiscal year ended March 2025 to the fiscal year ending March 2026. - FY2022RestatedAnnual report
「Through sales-style reform focused on customer loyalty, the company aims to expand its customer base through management that is more customer-focused than ever and evolve toward a sustainable growth model.」
The company continues to pursue, under the Sixth Medium-Term Management Plan, the direction of enhancing customer loyalty and expanding its customer base. - FY2020First statedAnnual report
「<Management targets> Increase the number of accounts held by highly loyal customers by 30% from the fiscal year ended March 2020 level by the fiscal year ending March 2025 Achieve growth of 10% or more year on year in assets under custody of highly loyal customers Improve CX metrics, namely purchase intention, intention to continue and intention to recommend, year on year」
In the Sixth Medium-Term Management Plan, the company explicitly identified for the first time the number of accounts, assets under custody, and purchase, continuation and recommendation intentions of highly loyal customers as specific management targets.