Risk of Brand Damage from Inadequate Customer Service and Support
First written in FY2019. 1 of 3 entries say "Worsened", first in FY2020. Latest entry: FY2024.
2 other companies' latest entry also says "Mitigated".
- FY2024MitigatedAnnual report
「Accordingly, we regard enhancing CS (customer satisfaction) as an important management priority and are working to improve CS across the Group by promptly communicating customer feedback to the relevant departments and taking corrective measures.」
Describes the process of communicating customer feedback to the relevant departments and making improvements in response to the risk of brand damage caused by deficiencies in customer service. - FY2020WorsenedAnnual report
「If inappropriate customer service or other incidents occur, they can easily spread through social media and other channels, potentially causing tangible and intangible losses, including customer attrition and a decline in corporate competitiveness resulting from damage to the group's brand image, and affecting business earnings.」
The company identifies social media as a channel through which inadequate customer service may spread, extending the risk from brand damage to customer attrition and an impact on earnings. - FY2019First statedAnnual report
「Because the company regards improving customer satisfaction (CS) as an important management priority, it is promoting improvements in CS throughout the group under policies formulated by the Customer Satisfaction Improvement Committee, chaired by the president. However, inappropriate customer service or other incidents could cause tangible and intangible losses, including a decline in corporate competitiveness resulting from damage to the group's brand image.」
The company describes the risk of brand damage and declining competitiveness resulting from inadequate customer service, and has established the Customer Satisfaction Improvement Committee chaired by the president.