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.
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. 

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.

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 has been conducting continuous surveys to identify issues with the Call Center and quality checks based on the Toshiba Group Contact Center Guideline since FY2005, and is working to improve various issues.

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.

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 FY2022, we held e-learning sessions for 74,330 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 and external experts with knowledge. In FY2022, Mr. Takumi Matsui (Representative and Service Scientist, Matsui Service Consulting), who is active in various sectors of industry, government, and academia, gave a lecture on understanding the significance and essence of engaging in customer satisfaction and service entitled “Customer Satisfaction to Continue to be Selected by Customers.” The lecture was distributed in video format during Customer Satisfaction Improvement Month and we deepened understanding of customer satisfaction initiatives.

Training of Employees on Supporting Customers

We are conducting trainings for employees to understand the importance of customer satisfaction, and to learn the skills necessary for supporting customers. In FY2022, we distributed two training videos on the basics of business communication and the basics of writing business e-mails to improve skills.

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

In the society in which we live, there are people of different ages, gender, races, and religions, and persons with disabilities.

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 these differences.

• Respect for Human Rights

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.

In FY2022, as part of our internal universal design education, we implemented “Instant Senior*,” a simulated senior experience program for designers, including those who joined the Company in FY2022. Experiencing body movements and physical states similar to those experienced by seniors was an opportunity for people to become aware of various physical and psychological aspects of senior life. They realized that the everyday items they casually use have been carefully designed for user-friendliness, they became less sensitive to other people’s presence, and they grew quieter. We will provide the viewpoints required for design, and connect these to our future activities.
* A training program that enables participants to wear 9 types of equipment, including weights and supporters, to have them temporarily experience conditions similar to those experienced by seniors. This is a registered trademark of the Japan Well Aging Association.

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.