Customer Support Center/Ensuring customer satisfaction
Aiming to build enduring relationships of trust with customers, Casio values customer communication and incorporates the voice of the customer into its efforts to improve products and services.
Customer Support Center activities
Breakdown of Customer Inquiries in Japan
(Fiscal 2012, Consumer Products)
In order to promote long-lasting relationships of trust with customers, the Customer Support Center strives to respond to customer inquiries rapidly, exactly, politely and sincerely. The Customer Support Center strives to resolve any issues customers may have.
Casio is working to expand its training programs for improving the primary skills of customer support staff, including technical, communication, and writing skills. These abilities are required every day to properly provide customers with the useful information that they need. The Customer Support Center also aims for the fast and accurate resolution of customer inquiries by standardizing customer response procedures in writing.
Customer inquiries and complaints are welcomed as important customer feedback. After analyzing the content of this feedback, the relevant departments and the Customer Support Center work together to implement improvement measures, and these efforts help to improve customer satisfaction for Casio products and services.
Casio is also working hard to develop a structure for building positive relationships with its customers around the world in partnership with customer support centers at local sales subsidiaries outside Japan.
Breakdown of Product Inquiries (Fiscal 2012, Overseas/Japan)
Item
|
Fiscal 2012
|
|
|---|---|---|
Overseas
|
Japan
|
|
Timepieces
|
39.4％
|
27.7％
|
Digital Cameras
|
25.7％
|
17.9％
|
Calculators
|
7.9％
|
3.4％
|
Other Consumer Products
|
9.5％
|
28.2％
|
System Equipment
|
17.6％
|
22.8％
|
Total
|
100.0％
|
100.0％
|
Customer Support Center
How customer comments are utilized for products and services
Ensuring customer satisfaction
The voice of the customer is essential information for product improvement, and Casio regularly conducts customer satisfaction surveys. While also referencing customer comments received by the Customer Support Center, Casio is striving to develop even better products and improve the level of customer satisfaction.
Improvements to digital cameras after customer feedback
Global Teachers Meeting Spurs Product Development
Nearly every year since 2007 Casio has held a Global Teachers Meeting, inviting teachers from around the world who are passionate about mathematics education and research to the Hamura R&D Center and Casio headquarters in Hatsudai. The aim of the meeting is to contribute to the development of mathematics education in actual classrooms by using feedback from teachers to develop products that meet real-world educational needs.
The Global Teachers Meeting did not take place in fiscal 2012 due to the Great East Japan Earthquake. However, based on demand from the real world of education expressed at previous meetings, Casio developed a calculator model exclusively for South Africa, a country which is experiencing astonishing economic development. In the development of the calculator, Casio held repeated consultations on the detailed specifications with classroom teachers via local agencies to produce an easier-to-use calculator that is tailored to the local mathematics curriculum. Thanks to these efforts, the new calculator is the world’s first general scientific calculator to include dual table and PreAns functions. These functions have received high acclaim from South African educators.
Scientific Calculators fx-82ZA PLUS
Advanced Table Mode
OCEANUS User Manual Wins Excellence Award (in Its Category) at Japan Manual Contest
On October 7, 2011, Casio’s OCEANUS user manual won an Excellence Award in the Paper Manuals – Operations Manuals Category 1 of the Japan Manual Contest 2011 held by the Japan Technical Communicators Association.
Consumers often say that they can’t be bothered to read the manuals for small, multi-function products or that they don’t know where to find the information they need in the manual. Addressing these concerns, the company focused on making improvements in the three areas below to allow customers to make the most of their new Casio multi-function watches.
(1) Listing what the customer should do first at the beginning of the manual to facilitate immediate use straight after purchase;
(2) Condensing information, reducing text, and using easy-to-read Universal Design fonts;
(3) Designing the shading of lines in the illustrations of watches to highlight areas for customer attention.
The comments received from the contest judges included, “Easy to read despite the small size,” “Clearly organized, which conveys a sense of quality,” and “Easy to navigate.”
Looking ahead, Casio will extend the format from this manual to its other watch brands. The goal is to make it possible for customers to use a Casio watch without any stress and make them feel happy that they chose Casio.
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Illustrations are simple with the watch parts related to the operation being discussed accentuated. Text is kept to a minimum to ensure that the manual is easy to read despite the small size. |
