The Tokyu Group Compliance Guideline states, “We will give priority to communication with customers and provide information in good faith, and we will utilize the opinions of our customers to improve our operations.” In addition, the Code of Conduct states that we will “respond appropriately to customer opinions” and “provision customer-friendly products and services.”
We will review all our business activities by asking for and responding to customers’ perspectives, with the aim of achieving both customer and employee satisfaction, which, in turn, will lead to the long-term and stable development of the company.
As one way of communicating with customers, we have launched our official website, which provides various information about our company. The website provides timely information, such as Tokyu Line operation information, news releases, and various announcements. We operate our official website in a stable and functional manner, with improvements being made to make it easier to use even during peak traffic periods, and we have renewed the website to make it easier to view and use.
In addition, our official Facebook page provides information that is easy for customers to access.
To make our company and Tokyu Group services more convenient and comfortable to use, we have established the Tokyu Customer Center to collect customer feedback and use it to improve our products and services.
We actively use the opinions and requests we receive directly from customers to improve our operations and services and to provide greater customer satisfaction. In FY2021, we received 5,215 opinions and requests.
Customer feedback received by the Tokyu Customer Center is promptly conveyed to the relevant departments and shared throughout the company via the company's internal information sharing system.
Furthermore, customer feedback and related information is shared with management at Sustainability Promotion Committee and monthly meetings.
Furthermore, in order to utilize customer feedback more effectively, we are focusing on customer satisfaction promotion activities, such as collecting, analyzing and editing customer feedback and sharing it with related departments to identify issues and use them to improve operations and services and quality.
Furthermore, we hold various customer satisfaction training sessions to improve the customer satisfaction mindset of our employees, so that they can always see things from the customer's perspective and be sensitive to customer feedback.
Through this type of management, we obtain insights and hints from customer feedback, which we then use to consider and implement improvement measures, thereby improving customer satisfaction in each of our businesses.
