The Customer Support Center and product business units hold regular meetings to exchange CS information and provide units with feedback on defects and customer needs that will improve the next generation of products and enhance customer support. The Customer Support Center and service centers receive roughly 15,000 calls each month, and the log data from these calls is actively used to identify common problems and desires. We summarize this information in the Voice of the Customer (VOC) Report, and it is used to make concrete improvements in products and services.
In 2021, with more people at home due to the COVID-19 pandemic, there was an increase in calls about home audio systems. Analyzing the call log, the most common problem was inability to connect Bluetooth equipment and turntables, and this information was used to make improvements in the FAQ (frequently asked questions) and user manuals.
JVCKENWOOD will continue to provide better products and services that more closely match the needs and desires of its customers.