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 another way to communicate with our customers, we have launched our official website to provide broad information about our company. The website provides timely information on the operation of the Tokyu Lines, news releases, and various announcements. The official website has been updated to ensure it is easier to read and use and remains stable, functional, and fully reliable even at peak times.
We will also launch an official Facebook page to provide information in a customer-friendly manner.
We have established the Tokyu Customer Center to collect customer feedback, which changes on a daily basis, to improve our products and services with a view to continuously increasing convenience and comfort for the Company and Tokyu Group.
The opinions and requests received directly from customers are actively used to improve our operations and services so we can better satisfy our customers. In FY 2021, we received 5,215 comments and requests.
Customer feedback received at the Tokyu Customer Service Center is promptly communicated to the relevant departments and shared with the entire company through the internal information-sharing system. In addition, we share customer feedback and related information with management at the Sustainability Promotion Committee and monthly meetings.
Furthermore, to make more effective use of customer feedback, we focus on CS promotion activities by compiling, analyzing, and editing customer feedback and sharing it with related divisions, thereby raising issues that lead to operational improvements and service and quality improvements.
Moreover, we conduct various CS training sessions for employees to improve their CS mindset so that they always keep the "customer's viewpoint" in mind and are sensitive to customers' voices.
Through such management, we obtain "insights" and "hints" from customers' voices and link them to the consideration and implementation of improvement measures, thereby enhancing CS in each business.
