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.