Activities to Improve Customer Satisfaction
Casio is striving to improve customer satisfaction through three major activities.
Activities to Improve Customer Satisfaction
Aiming to further improve customer satisfaction (CS), Casio has focused on strengthening the three major CS initiatives listed below since fiscal 2009. Casio is working to incorporate the voice of the customer more than ever before in the creation of even better products.
- After-sales CS: Responding to customer requests and inquiries with service that is “rapidly,” “exactly” and “politely”
- Functional CS: Striving to create value and product functionality that leads to customer satisfaction
- Quality CS: Working to strengthen product quality to assure customer satisfaction
Under these three major CS activities, Casio is investing in programs to improve product knowledge, repair technical skills, and customer service skills.
In fiscal 2012 , Casio once again carried out Internet surveys using its own method, which it established in fiscal 2010 to ensure continual assessment of customer satisfaction levels, particularly with regard to after-sales CS activities.
Casio is also working hard to ensure that customer feedback from in and outside Japan is always delivered directly to the right place within the company, and to take unified improvement measures. Casio is also constantly working to improve product functions (functional CS).
Casio compiles and analyzes information on customer inquiries and product defects in and outside Japan. It focuses on early detection, rapid response and prevention of recurrence of problems (quality CS).
