Improvement of Customer Satisfaction

Feedback from our customers is the origin of all our ideas. In order to increase customer satisfaction (CS), all Toshiba Group employees operate from a customer perspective. This applies not just to those who work in direct contact with customers, such as those in sales and after-sales services, but in all divisions, from development, design, manufacturing, product quality, corporate staff, and so on.

The Customer Satisfaction Policy of Toshiba Group is to make the voice of customers the starting point for all ideas and provide products, systems and services that deliver customer satisfaction.

The same content is included in Standards of Conduct for Toshiba Group 2. Customer Satisfaction.

• Standards of Conduct for Toshiba Group 2. Customer Satisfaction

For cross-functional activities in accordance with the Toshiba Group Customer Satisfaction Policy, working groups (WGs) by subject and the After-sales Service Improvement Committee have been set up.

Toshiba Group have set up call centers for different product groups and services. Each call center formulates its own targets for improving the quality of customer support.

Toshiba Group in Japan respond to customer inquiries concerning the products and services offered by Group companies, both in Japan and overseas, through the Toshiba Customer Information Center. It provides cross-divisional services to our customers, by guiding them to our specialized call centers, and forwarding calls to the division in charge, etc.
Opinions and requests from customers are fed back to the relevant divisions so that they can be reflected in product and service improvement.
Toshiba Customer Information Center has a temporary service center to ensure that the functions can continue even in the event of a natural disaster or other issue. During the state of emergency period declared in 2020 due to the spread of COVID-19, we switched to our temporary service center to ensure uninterrupted operation as part of efforts to reduce the risk of infection. We are currently back to normal operation with thorough infection prevention measures in place.

In order for each after-sales services division in the Toshiba Group to share their issues and good cases of CS improvement as well as tackle service improvement Group-wide, we have established an After-sales Service Improvement Working Group.
This working group’s activities include surveying service sites to identify issues and training for service engineers.
Moreover, we also have After-sales Service Meetings by region to share information within each region and strengthen cooperation.

We have a Call Center Improvement Working Group, which is aimed at improving the quality of response at Toshiba Group call centers in Japan. This working group conducts surveys to identify issues with the Call center, checks the quality of operations at the Call center.

In FY2015, Toshiba Group created Customer Satisfaction Improvement Month. Thereafter, we implement measures to promote and raise employees’ awareness about the importance of CS during November every year.

E-learning to Improve Customer Satisfaction

We provide e-learning for Toshiba Group employees to improve customer satisfaction. In FY2021, we held e-learning sessions for 78,718 Toshiba Group employees in Japan, representing that 99% of all employees attended the sessions and learned about the importance of enhancing CS.

Customer Satisfaction Lectures

We hold lectures for Toshiba Group employees introducing the activities of companies and people working actively to enhance customer satisfaction. In FY2021, we invited Mr. Minoru Aoshima, a fellow at Nomura Research Institute, Ltd., to lecture about the recurring model which it should be able to build strong relationships with customers by making improvements of customer satisfaction levels. The lecture was distributed in video format during Customer Satisfaction Improvement Month.

After-sales Service CS Improvement Activity Award

We held an After-sales Service CS Improvement Activity Award ceremony in November 2021, with Toshiba Group’s after-sales companies and divisions in attendance. At the ceremony, we presented awards for activities that contributed to improvements in customer satisfaction in the After-sales Service division as part of efforts to further improve customer satisfaction and increase workplace motivation.

Training of Employees on Supporting Customers

We provided trainings for employees to understand the importance of customer satisfaction, and to learn the skills necessary for supporting customers. In FY2021, we have distributed a video online on the basics of writing business e-mails and also held awareness raising education session online.

At Toshiba Group, all relevant departments share information on ’customers’ complaints, opinions, and requests about our products and services received through our daily sales, repair, and service activities, and via telephone or the internet, in order to improve the quality of our products and repair services.

Since FY2005, we have conducted quality checks every year to major call centers at Toshiba Group in accordance with the Toshiba Group Contact Center Guideline. We focus on improving matters that are given high priority but show low implementation rate.

Toshiba was quick to recognize the importance of protection of personal data, and in 2000 established the Toshiba Personal Data Protection Program based on its Privacy Policy. The Company strives for continual improvement in its management system.
Toshiba clearly states the purpose while using customers’ personal data and, in principle, obtains such information directly based on the consent of customers. The majority of the information is basic personal data essential for contacting customers or providing services, such as name, address, telephone number, and email address. Toshiba appropriately handles personal data in accordance with internal regulations and rigorously controls personal data using a framework integrated with the data security management structure. When outsourcing operations that involve the handling of personal information, we select and manage contractors in accordance with our internal standards.
The principal purposes of use of personal data held by Toshiba are published on the following website.

• Intended Use of Personal Data
• Privacy Policy

Please refer to the Cyber Security Report for details on personal information protection.

• Risk Management and Compliance

Toshiba Group is promoting universal design (UD), in order to contribute to the realization of a society where everyone can live at ease and in comfort, regardless of age, gender, and physical ability.
Toshiba Group will further deepen each employee's understanding of the concept of universal design, and will create UD products and services that incorporate user feedback and ideas. We will also promote UD in the workplace.
For details on our initiatives, refer to the Universal Design section on the Toshiba website.

To spread and promote the use of universal design, Toshiba Group provides information on its own initiatives and the results of its activities and also actively collaborates with outside companies and organizations.

As a company involved in the nuclear industry, we recognize the importance of continuous improvements for nuclear safety. So, we are fostering a nuclear safety culture, as well as voluntarily and continuously working to improve nuclear safety, in light of lessons learned from the Fukushima Daiichi Nuclear Power Plant accident.

• Policy for Nuclear Safety Improvement (Toshiba Energy Systems & Solutions Corporation)

The government and Tokyo Electric Power Company Holdings, Inc. (TEPCO) have developed a mid-and-long-term roadmap towards the decommissioning of TEPCO's Fukushima Daiichi Nuclear Power Station in 30 to 40 years. This roadmap has set the target for the areas of contaminated water, removal of fuel from spend fuel pools, retrieval of fuel debris, and management of radioactive waste.
Toshiba Energy Systems & Solutions Corporation has been making continuous efforts to develop the technologies to solve the challenges for achieving these targets and providing support toward decommissioning.

• Efforts toward restoration of Fukushima site (Toshiba Energy Systems & Solutions Corporation)